This thesis studies the involvement of customers in a complex line of business. More specifically how SJ AB can let their travellers reportfaults regarding comfort on the trains. The aim of the study is to study how the process of reporting errors is working today and how it preferably should be working in the future. In addition to this it will also be studied what value this process can add to the company. To best be able to answer the posed questions a qualitative study with elements of a quantitative one has been used. Employees from different divisions of the company were involved in the development of the proposal of how the process should work in the future. The results show that the process today has some flaws and that it is desirable to have as much of an automated and simple process as possible in the future. To overcome the gaps between the two processes SJ AB should focus on different measures. Some of these include developing different digitalaids, define what a fault regarding comfort is and further investigation of overcoming other gaps. Through analysis of the results in relation to the theoretical framework this process may result in avariety of values. These include an improved customer relationship, better and more detailed statistics, more efficient business and higher vehicle status.