Measuring customer satisfaction: case company TKM TTT Finland

The objective of this thesis was to measure the customer satisfaction level in the case company TKM TTT Finland, and based on that suggest further development and develop a customer satisfaction measuring process for the company. The research covers the topic of developing a customer satisfaction measuring process in a case company by implementing theoretical models. The thesis was conducted based on the theoretical framework on customer satisfaction in Business to Business, customer satisfaction measuring process, and metrics and tools for measuring customer satisfaction. The data used in the research was collected using mixed research methods. A survey was designed online in Google Forms and delivered to the customers of the company. In conclusion, the research revealed that the overall level of customer satisfaction was high. A compilation of recommendations and a frequent customer satisfaction level measuring process was offered to the company to improve customer satisfaction levels and maintain strong partnerships