Current state and development of customer experience in the delivery process of electricity connection : case company Lappeenrannan Energia Oy
Nupponen, Rosa (2021)
Nupponen, Rosa
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021112521588
https://urn.fi/URN:NBN:fi:amk-2021112521588
Tiivistelmä
Companies of all sectors and industries have started to pay more attention to customer experience in their operations and strategic choices. Several studies identify good customer experience to increase the number of satisfied and reference customers. The priority of customer experience has been accepted as a competitive advantage especially in a technically developed and complicated business environment. At the same time, customer experience is established as a strategic factor allowing the company to develop its business operations and industry.
The purpose of this thesis is to study the current state and development needs of customer experience in distribution system operator Lappeenrannan Energia Oy’s internal connection processes. Research methods for the thesis were literature review, customer interviews, and direct observations by working at the Technical Customer Service. In addition, process-related documents and results of customer satisfaction surveys were used as research material. Regarding Lappeenrannan Energia's connection processes, the study focused on the delivery process of new electricity connections. The interface between Technical Customer Service and customers was chosen as the focus area, where most direct and indirect customer encounters occur. However, the study also considers background functions that support the customer interface, such as the role of the contractor in terms of the delivery process.
The study consists of two parts. The theoretical part is a literature review, which introduces the concept of the customer experience, the formation of customer experience as well as the importance of customer experience in the value-creation process. The theoretical part also opens the business environment of the electricity network company and acquaint the regulation model.
The empirical material of the study was collected by interviewing Lappeenrannan Energia's connection customers. The results of the study provided a current state analysis of the customer experience in the delivery process of the electricity connection, its most important touchpoints, and development needs. The final results showed that the development of customer experience is important also in the monopolized electricity distribution business.
The purpose of this thesis is to study the current state and development needs of customer experience in distribution system operator Lappeenrannan Energia Oy’s internal connection processes. Research methods for the thesis were literature review, customer interviews, and direct observations by working at the Technical Customer Service. In addition, process-related documents and results of customer satisfaction surveys were used as research material. Regarding Lappeenrannan Energia's connection processes, the study focused on the delivery process of new electricity connections. The interface between Technical Customer Service and customers was chosen as the focus area, where most direct and indirect customer encounters occur. However, the study also considers background functions that support the customer interface, such as the role of the contractor in terms of the delivery process.
The study consists of two parts. The theoretical part is a literature review, which introduces the concept of the customer experience, the formation of customer experience as well as the importance of customer experience in the value-creation process. The theoretical part also opens the business environment of the electricity network company and acquaint the regulation model.
The empirical material of the study was collected by interviewing Lappeenrannan Energia's connection customers. The results of the study provided a current state analysis of the customer experience in the delivery process of the electricity connection, its most important touchpoints, and development needs. The final results showed that the development of customer experience is important also in the monopolized electricity distribution business.