Measuring customer satisfaction : case company Unique Home
Schrey, Joakim (2021)
Schrey, Joakim
2021
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202104094539
https://urn.fi/URN:NBN:fi:amk-202104094539
Tiivistelmä
The case company for this thesis had never examined the satisfaction level of its customer base thoroughly. Thus, the main purpose of this thesis was to create a customer satisfaction measurement for Unique Home, and execute the measurement to examine the level of customer satisfaction.To achieve the purposes of this thesis, research questions were set to be: why is customer satisfaction important, what influences on customer satisfaction levels and how can customer satisfaction be measured in companies.
Theoretical framework of customer satisfaction in this thesis was created to lay theoretical basis for this research. Also, theoretical framework was created to answer on research questions about importance of satisfied customers and factors of customer satisfaction. It was found, that satisfied and loyal customers build profitability of business. Base of satisfied customers also generate the competitive edge against competitors. This research also examined that factors, which create customer satisfaction are meeting or exceeding customers’ expectations and creating customers a genuine quality customer experience.
Research methodology of this customer satisfaction measurement was chosen to be executed by quantitative methods. This gave an opportunity to examine the customer satisfaction levels numerically, and to create numerical baseline for the next possible measurements. The customer satisfaction measurement was executed by the survey, which was sent to sampled customers via email. The survey was designed to be divided in two parts: background section and customer satisfaction section. Former section examined customers background for the case company to understand its customers further. Customer satisfaction section was created to examine customer satisfaction with the case company. This latter section was divided in three different parts, where each part examined customer satisfaction with different aspect or operation of the case company.
The results of the survey gave valuable data for the case company from its customers and their satisfaction levels with the company. The results indicate, that customers were satisfied with the case company. According to results, the case company had been able to meet customers’ expectations, and had delivered customer experience with good quality.
This research gave the case company a prefabricated survey model for future customer satisfaction measurements, and the results of this survey can be compared against possible future measurements.
Theoretical framework of customer satisfaction in this thesis was created to lay theoretical basis for this research. Also, theoretical framework was created to answer on research questions about importance of satisfied customers and factors of customer satisfaction. It was found, that satisfied and loyal customers build profitability of business. Base of satisfied customers also generate the competitive edge against competitors. This research also examined that factors, which create customer satisfaction are meeting or exceeding customers’ expectations and creating customers a genuine quality customer experience.
Research methodology of this customer satisfaction measurement was chosen to be executed by quantitative methods. This gave an opportunity to examine the customer satisfaction levels numerically, and to create numerical baseline for the next possible measurements. The customer satisfaction measurement was executed by the survey, which was sent to sampled customers via email. The survey was designed to be divided in two parts: background section and customer satisfaction section. Former section examined customers background for the case company to understand its customers further. Customer satisfaction section was created to examine customer satisfaction with the case company. This latter section was divided in three different parts, where each part examined customer satisfaction with different aspect or operation of the case company.
The results of the survey gave valuable data for the case company from its customers and their satisfaction levels with the company. The results indicate, that customers were satisfied with the case company. According to results, the case company had been able to meet customers’ expectations, and had delivered customer experience with good quality.
This research gave the case company a prefabricated survey model for future customer satisfaction measurements, and the results of this survey can be compared against possible future measurements.