Customer Satisfaction Survey in a Service-Based Company : Case Verkotan Oy

Verkotan Oy is a company which provides testing services for wireless devices worldwide. They are based in Oulu, Finland. The company uses laboratories to test international standards and certificate services for their clients. They use Finnish and English for their communications. The objective of this thesis is to plan a customer satisfaction survey which Verkotan can use to ask their customers how the service was. At the time when this thesis was started, they did not have a systematic way of doing this yet and were nevertheless supposed to collect feedback. In the past, they have asked about the service quality verbally. This was done with the clients during their sessions together or after their business has concluded. The questions have involved service quality and improvement opportunities. The research was done from studying various sources through online databases in the form of eBooks. The research covers the importance of customer satisfaction and the theory behind it. Valuable information was also gained from my contact personnel at Verkotan regarding their business processes and ideology. The processes of Verkotan were mapped out into a diagram and they were used to analyze the important aspects to their clients. These aspects were then used to create a survey that Verkotan can use on their clients. They can then improve their processes and customer experience to satisfy customers according to their needs. The conclusion to the thesis is that a successful analysis of the processes was made to achieve a certain set of questions that can be used by Verkotan however they wish. The questions arose from key aspects that were identified as key ones for the company and their customers