Enhancing and EduFinlandia Customer Service journey

Abstract

This research explores the customer experience journey of EduFinlandia, a company dedicated to facilitating educational opportunities in Finland for students from Lebanon and Dubai. Using a combination of quantitative research methods, the study explores the effectiveness of the services provided by EduFinlandia from the initial application process to post-arrival support. Through a combination of surveys, in-depth interviews, and data analysis, the research identifies key strengths in EduFinlandia’s approach, particularly their detailed application guidance and personalized visa support. However, it also uncovers areas needing enhancement, such as post-arrival services and continuous communication. The findings suggest that while EduFinlandia excels in preparing students for the academic transition, a more holistic approach to cultural acclimatization and practical life support could significantly improve the overall customer experience. Strategic recommendations are proposed to address these gaps, aiming to foster a more seamless integration for students into their new academic and cultural environment in Finland.

In this thesis, the theoretical background chapter reviews studies on customer satisfaction and customer loyalty and the relationship between these two terms. Various methods that have been widely used to measure customer satisfaction and the outcome results of having loyal customers are presented. The thesis presents best practices and the relevant recommendation on how to improve Trivsel customer satisfaction level. This result was accomplished using a quantitative and qualitative research method by means of a questionnaire. The questionnaire was distributed into three different parts, multiple choice questions, open questions and customer’s opinions in the end. The questionnaire was distributed to the customers of Trivsel over a period of one month.

In conclusion, according to the study findings it can be determined that the current level of service provided by Trisel can be classified as positive and customers are very satisfied with the service. However, improvement in certain things should be made in order to increase the level of customer satisfaction. It is recommended that the company should improve its service regarding feedback system, implement staff training as well as conduct a regular advertising campaign to attract new customers and also to inform existing customers about upcoming events.