Customer satisfaction survey for company X
Siitonen, Roosa (2018)
Siitonen, Roosa
Saimaan ammattikorkeakoulu
2018
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018091315108
https://urn.fi/URN:NBN:fi:amk-2018091315108
Tiivistelmä
The purpose of this thesis was to perform a customer satisfaction survey for Company X. The objective was to find out how to improve the customer satisfaction of Company X and the current satisfaction level. The aim of this study was also to find out more about customer satisfaction and the factors influencing it.
Data for this study was collected through a paper survey and the research was carried out as quantitative research. The study was carried out by handing the survey questionnaires for the customers of Company X. All in all there were 96 participants in this study. The respondents were presented with statements and questions about the service encounter. The theoretical part of the study is conducted by looking into the concepts of customer satisfaction and service quali-ty.
Based on the findings, it can be noted that the overall customer satisfaction level in the Company X is good. Majority of the participants were satisfied with the service encounters and they are likely to revisit the store again as customers. Some suggestion points regarding coziness of the store and opening hours were made.
Data for this study was collected through a paper survey and the research was carried out as quantitative research. The study was carried out by handing the survey questionnaires for the customers of Company X. All in all there were 96 participants in this study. The respondents were presented with statements and questions about the service encounter. The theoretical part of the study is conducted by looking into the concepts of customer satisfaction and service quali-ty.
Based on the findings, it can be noted that the overall customer satisfaction level in the Company X is good. Majority of the participants were satisfied with the service encounters and they are likely to revisit the store again as customers. Some suggestion points regarding coziness of the store and opening hours were made.