How to Evaluate One’s Performance While Improving Others’ - A Customer Satisfaction Measurement System
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Typ
Examensarbete för masterexamen
Master Thesis
Master Thesis
Program
Quality and operations management (MPQOM), MSc
Publicerad
2019
Författare
Gerdin, Elin
Hagström, Hanna
Modellbyggare
Tidskriftstitel
ISSN
Volymtitel
Utgivare
Sammanfattning
In today’s highly competitive market, the importance of satisfying customers has increased. Measuring customer satisfaction thus becomes essential, creating a possibility for companies to act upon issues before they become larger problems causing a decrease in customer retention. EFESO Consulting is a management consulting firm who has realized this, and they have decided to establish a system making it possible to systematically map their customers’ current satisfaction level. The purpose of this master thesis is to develop a customer satisfaction measurement system suitable for EFESO. By using a deductive approach, theory was compared with data collected through nine interviews with EFESO employees and six interviews with their customers, to serve as a base in the development of the customer satisfaction measurement system. Four selected quality dimensions to measure customer satisfaction upon derived, namely Value for Money, Working Methods, Service and Recommendation. The dimensions are defined by parameters and metrics, serving as measurements during the data collection and being a part of the customer satisfaction measurement system. The suggested data collection process should consist of two meetings with the project buyer and six questionnaires, taking different views and types of measurements into account. The data should thereafter be compiled using a tool developed in Excel, which helps to visualize collected information and calculating customer satisfaction scores for each dimension. The score enables a comparison between the dimensions, both within the current project and between different customer projects. The developed customer satisfaction measurement system is based on the views of EFESO and their needs. The system could serve as a guide for other organizations in their development of a customer satisfaction measurement system, letting the underlying idea serve as a starting point while selected measurements might need to be adopted according to organizational needs.
Beskrivning
Ämne/nyckelord
Transport , Grundläggande vetenskaper , Hållbar utveckling , Innovation och entreprenörskap (nyttiggörande) , Övrig industriell teknik och ekonomi , Transport , Basic Sciences , Sustainable Development , Innovation & Entrepreneurship , Other industrial engineering and economics