Customer Study for Timma Ltd.
Kaarlela, Milja (2022)
Kaarlela, Milja
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022053013347
https://urn.fi/URN:NBN:fi:amk-2022053013347
Tiivistelmä
Understanding and responding to customers’ needs is vital for company’s success. Satisfied customers are loyal to the company, consume more products and are more likely to recommend the services to other people.
This research-oriented study was created based on a customer satisfaction survey conducted for Timma Ltd. The purpose of the survey was to study Timma’s B2B customers customer satisfaction and customer experience regarding the use of Timma Pro after the recent brand renewal.
The survey was conducted in January 2022 as an online customer satisfaction survey that was sent to all current Timma Pro customers. The aim of the study was to gather feedback from all different type of Timma Pro users, analyse data and to provide Timma with with relevant customer insight and improvement ideas for the future.
The theoretical part of the study focuses on the concept of customer centircity, customer satisfaction and customer experience and their role and importance regarding the success of the company.
The survey included a total of 26 questions with the estimated time to complete of 7 minutes. The questions were divided into three different categories: demographic background, product related questions and satisfaction in the product. The survey had 596 respondents and the results were considered reliable.
The study confirmed that the overall customer satisfaction of Timma Pro is considered excellent. However, the results regarding the renewed brand identity and visual look of the product indicated some dissatisfaction amongst respondents who had been using the product for a longer time. Based on this information some improvement ideas are presented at the end of the study.
This research-oriented study was created based on a customer satisfaction survey conducted for Timma Ltd. The purpose of the survey was to study Timma’s B2B customers customer satisfaction and customer experience regarding the use of Timma Pro after the recent brand renewal.
The survey was conducted in January 2022 as an online customer satisfaction survey that was sent to all current Timma Pro customers. The aim of the study was to gather feedback from all different type of Timma Pro users, analyse data and to provide Timma with with relevant customer insight and improvement ideas for the future.
The theoretical part of the study focuses on the concept of customer centircity, customer satisfaction and customer experience and their role and importance regarding the success of the company.
The survey included a total of 26 questions with the estimated time to complete of 7 minutes. The questions were divided into three different categories: demographic background, product related questions and satisfaction in the product. The survey had 596 respondents and the results were considered reliable.
The study confirmed that the overall customer satisfaction of Timma Pro is considered excellent. However, the results regarding the renewed brand identity and visual look of the product indicated some dissatisfaction amongst respondents who had been using the product for a longer time. Based on this information some improvement ideas are presented at the end of the study.