Employee satisfaction survey for customer success: case Accountor Finago
Lehtonen, Nea (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202401161445
https://urn.fi/URN:NBN:fi:amk-202401161445
Tiivistelmä
This thesis was commissioned by Accountor Finago to further their understanding of their employees and to supplement a survey they had already conducted that raised some questions that could be answered with another, more specific survey. The company commissioned this research and survey to find answers to those questions, especially around employee satisfaction and meaningfulness of work. The objective of the research was to conduct a survey and propose recommendations based on the answers employees left to increase employee satisfaction.
The research was conducted using both qualitative and quantitative methods. A survey itself is a quantitative method, but also included many open, written, qualitative questions that included largely important data, especially regarding the recommendations. A total of 79 individuals from Customer Service filled out the survey. The gathered data was analysed, and quantitative data was visualized for easier communication.
The survey revealed that while employees are fairly satisfied with their work at the moment, they also had a lot of criticism and constructive feedback. The employees themselves value respect, recognition, and flexibility while wanting to create a more accepting and nurturing working environment and workplace community. The commissioner company should carefully read through all the survey answers provided and consider taking into account the feedback left by employees and follow employee satisfaction levels regularly.
The research was conducted using both qualitative and quantitative methods. A survey itself is a quantitative method, but also included many open, written, qualitative questions that included largely important data, especially regarding the recommendations. A total of 79 individuals from Customer Service filled out the survey. The gathered data was analysed, and quantitative data was visualized for easier communication.
The survey revealed that while employees are fairly satisfied with their work at the moment, they also had a lot of criticism and constructive feedback. The employees themselves value respect, recognition, and flexibility while wanting to create a more accepting and nurturing working environment and workplace community. The commissioner company should carefully read through all the survey answers provided and consider taking into account the feedback left by employees and follow employee satisfaction levels regularly.