PeeÄssä's oil service customer satisfaction survey

Abstract

Even though PeeÄssä uses customer feedback in other areas of its business constantly, the oil service depart- ment does not have a feedback system in place. This thesis is meant to kickstart that process by conducting a short customer satisfaction survey. The main point of this thesis is to gather a generalized level of customer satisfaction without going too deeply into each point. The research consists of theoretical groundwork, conducting the survey and doing a short analysis of received data. The theoretical part introduces the client and goes over their history shortly, the use of oil as a heating form in Northern Savonia in recent years and the research methods that were chosen for the survey. The sur- vey was created both with PeeÄssä’s representative and teacher feedback. The survey consists of only quanti- tative feedback as including qualitative data would have concluded in too much data for the purpose of this survey. The goal of achieving a general customer satisfaction level was achieved. In conclusion the data points to a very satisfactory level of customer service with some possible minor prob- lems. This will be investigated by PeeÄssä in later surveys that they will conduct themselves.