Internal customer service : measurement strategies : insights and recommendations improving internal customer survey
Asikainen, Sanni (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024121535948
https://urn.fi/URN:NBN:fi:amk-2024121535948
Tiivistelmä
The purpose of this thesis is to improve and analyse the internal customer service survey of Company X’s financial services department. The aim is to get familiar with customer satisfaction measurement strategies in order to improve and gather data concerning Company X’s customer service in the financial services department.
Theoretical framework oversees different ways of measuring internal customer service satisfaction and ways to put this theoretical information into use. Theoretical framework also defines the concept of internal customer service and its importance within an organization. The purpose of the theoretical part is to provide a comprehensive understanding that’ll support the analysis of the survey data and inform development of recommendations for improvement in the empirical research part.
Empirical research analyses an internal customer service survey conducted within Company X financial services. This research identifies key challenges and offers solutions while exploring different methods for measuring customer satisfaction. Based on the insights gained from this empirical research, suggestions for a new survey is designed and implemented.
Theoretical framework oversees different ways of measuring internal customer service satisfaction and ways to put this theoretical information into use. Theoretical framework also defines the concept of internal customer service and its importance within an organization. The purpose of the theoretical part is to provide a comprehensive understanding that’ll support the analysis of the survey data and inform development of recommendations for improvement in the empirical research part.
Empirical research analyses an internal customer service survey conducted within Company X financial services. This research identifies key challenges and offers solutions while exploring different methods for measuring customer satisfaction. Based on the insights gained from this empirical research, suggestions for a new survey is designed and implemented.