A customer satisfaction survey at IKEA Espoo Staff Restaurant

Abstract

Customer satisfaction has been studied by many researchers as it is essential to measure whether customers are truly satisfied or not. Businesses seek to understand the level of customer satisfaction in their organizations in order to take steps to improve their quality of service. Therefore, customers are treated as essential to the success and survival of any kind of business venture. The satisfied customer helps to increase the reputation and sales volumes of the business. The satisfaction of customers becomes a necessary strategic goal for the company. Due to the current nature of business competition, many companies should measure the level of customer satisfaction either to retain goodwill or to achieve desired profits or to grow sustainably. The purpose of this thesis is to measure the level of satisfaction of customers of IKEA’s staff restaurant in Espoo. The study identifies the level of satisfaction among employees in terms of the breakfast, lunch and evening meal separately. This study was uses quantitative research methods. A questionnaire was formulated to measure the level of satisfaction concerning different aspects of the food and distributed to customers in the restaurant. The survey results are presented in the thesis report in the respective diagrams as percentage form. The level of satisfaction was found to be at a high level. Thus, customers are happy and enjoy the food in the staff restaurant.