Customers satisfaction survey for Hur Ltd
Kaas, Marikki; Koivusalo, Johanna (2006)
2006
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025102726506
https://urn.fi/URN:NBN:fi:amk-2025102726506
Tiivistelmä
The aim of the thesis was to offer HUR Ltd a realistic picture of the present level of customer satisfaction among its customers by conducting a customer satisfaction survey. In order to better analyse the results of the survey they were compared with the results of a previous survey, which was made on the same subject. The purpose was also to give development ideas concerning certain areas of the business. The subject of the final thesis was an assignment given by HUR Ltd.
The theoretical part includes discussion about customer satisfaction and how to manage it in organisations. Different factors which cause customer satisfaction and the process of identifying customer needs are being considered as well. A research process including ten steps as well as different research methods are also being presented. Finally, the theoretical part includes closer information on surveys and the application of data gathered from them.
The empiric part includes the results of the survey and analysing of them. The questionnaire sent to the respondents was planned in co-operation with HUR Ltd. The respondents were asked for their opinions on the operations, equipment, service and marketing of the company. The questionnaire was sent to 100 new Finnish customers chosen by HUR Ltd. The data gathered was analysed by using SPSS.
The conclusion drawed from the results was that the customer satisfaction of HUR Ltd seemed to be at a good level. It could be seen from the survey that the biggest developments to be made concern customer contacts and marketing. However, the respondents seemed to be satisfied with the skilled service of the equipment and the friendliness of the servicemen. The characteristics of the equipment received good feedback from the respondents as well.
The theoretical part includes discussion about customer satisfaction and how to manage it in organisations. Different factors which cause customer satisfaction and the process of identifying customer needs are being considered as well. A research process including ten steps as well as different research methods are also being presented. Finally, the theoretical part includes closer information on surveys and the application of data gathered from them.
The empiric part includes the results of the survey and analysing of them. The questionnaire sent to the respondents was planned in co-operation with HUR Ltd. The respondents were asked for their opinions on the operations, equipment, service and marketing of the company. The questionnaire was sent to 100 new Finnish customers chosen by HUR Ltd. The data gathered was analysed by using SPSS.
The conclusion drawed from the results was that the customer satisfaction of HUR Ltd seemed to be at a good level. It could be seen from the survey that the biggest developments to be made concern customer contacts and marketing. However, the respondents seemed to be satisfied with the skilled service of the equipment and the friendliness of the servicemen. The characteristics of the equipment received good feedback from the respondents as well.