Customer satisfaction model development of Ouman Oy
Kallovaara, Patrik (2025)
2025
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025112830648
https://urn.fi/URN:NBN:fi:amk-2025112830648
Tiivistelmä
This study investigates the current customer service model of the thesis commissioner company Ouman Oy and aims to develop, suggest improvements and introduce an improved customer service model. The topic of this thesis was chosen to fulfil a customer service model development need and to act as a thesis topic opportunity with Ouman Oy. This thesis investigates the currently implemented and used customer service model and analyses the models’ structure, implementation, existing customer feedback and satisfaction data and aims to further develop and suggest improvements customer service model.
The research is guided by theories and academic supporting documents about customer service models and methods and existing data and archived results at Ouman Oy. These will help to analyse, understand and to point out key features, methods and enhancements to take into consideration in the development of the improved model. Utilizing existing and proven customer service satisfaction methods, theories and models as supporting evidence to produce an enhanced and efficient improved customer service model.
The thesis commissioner company of this thesis is OUMAN Oy. A multinational building automation and energy efficiency solutions company and manufacturer originating from Finland and with branches in Sweden and manufacturing sites in the Baltic.
The research is guided by theories and academic supporting documents about customer service models and methods and existing data and archived results at Ouman Oy. These will help to analyse, understand and to point out key features, methods and enhancements to take into consideration in the development of the improved model. Utilizing existing and proven customer service satisfaction methods, theories and models as supporting evidence to produce an enhanced and efficient improved customer service model.
The thesis commissioner company of this thesis is OUMAN Oy. A multinational building automation and energy efficiency solutions company and manufacturer originating from Finland and with branches in Sweden and manufacturing sites in the Baltic.