Customer satisfaction of Rauman Lukko in 2022-2023
Kaukkila, Eetu (2023)
Kaukkila, Eetu
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202304307011
https://urn.fi/URN:NBN:fi:amk-202304307011
Tiivistelmä
The objective of this thesis was to analyze the yearly customer satisfaction survey for Rauman Lukko Oy and find out how happy their customers are. The questions for the survey were provided by Lukko, and were mostly the same as the questions in the previous survey done in 2021 in order for them to be comparable. The questions were formatted by me into a digital online form and were opened for Lukko’s customers to answer on Lukko’s website.
While the survey was ongoing, I wrote the theory portion of the thesis. The theory led to the conclusion that customer satisfaction is extremely important for the success of all businesses and learning how and why to improve and measure it is of utmost importance.
Alongside the main thesis, the findings of the survey were formatted into a report for Lukko written in Finnish. The report is included as an appendix in this thesis and contains all of the charts that display the survey data as well as comparisons to the 2021 data. A total of 1123 participants answered the survey. The results have not changed all that much since 2021, however the most important changes are condensed into a summary. This summary is featured in the Finnish report, a PowerPoint that was sent to Lukko as
well as a more detailed analysis in this thesis.
While the survey was ongoing, I wrote the theory portion of the thesis. The theory led to the conclusion that customer satisfaction is extremely important for the success of all businesses and learning how and why to improve and measure it is of utmost importance.
Alongside the main thesis, the findings of the survey were formatted into a report for Lukko written in Finnish. The report is included as an appendix in this thesis and contains all of the charts that display the survey data as well as comparisons to the 2021 data. A total of 1123 participants answered the survey. The results have not changed all that much since 2021, however the most important changes are condensed into a summary. This summary is featured in the Finnish report, a PowerPoint that was sent to Lukko as
well as a more detailed analysis in this thesis.