In today's changing society, companies need to work with continuous change and improvement to evolve with the market. It is therefore important for managers to learn how to manage teams because they are expected to streamline selected products or processes in the business. Employees and teams need to develop in line with the changing environment in this process feedback is a tool and an important pillar. Leaders must learn to manage and transform feedback into something useful. The purpose of this study was to create an understanding of how systems-based feedback in the form of employee surveys can be a support for the leader in team development. We wanted to identify relevant behaviors and actions of the leader that may increase the work with feedback. Further examined how the NPS method can assist in monitoring system-based feedback. In our theoretical framework we outline the theories that underpin the study, which lands in a self-constructed analysis model containing four themes; feedback process, the group becomes team, lead the team and employee input. To gain a deeper understanding of the different themes we chose to do a qualitative study in which we later interviewed six respondents from two different companies. Respondents gave us different insights into the use of feedback. This eventually resulted in six aspects that relate to behaviors and practices of how a leader can use and utilize system-based feedback, in the form of employee surveys.

Master of Agribusiness / Department of Agricultural Economics / Kevin Dhuyvetter / Many companies use surveys to establish customer satisfaction metrics. This OEM has been using surveys to analyze customer satisfaction with their products, services, and distribution channel for several decades. Satisfaction metrics are established for the brand, product, and channel partners. The product metric is derived from a question on the survey asking customers how satisfied they are with the product. There are subsequent questions thereafter inquiring about satisfaction with specific functional areas of the product. It is common practice to use Partial Least Squares (PLS) regression analysis to evaluate what impacts the functional area questions have on the overall satisfaction question. The model results are used to understand what areas of the machine should be focused on to improve customers’ experiences with the machine. These results are compared to other data sources such as warranty, field reports, customer focus groups, etc. The results from these models are sometimes questioned based on what common intuition would suggest. Typically the top three drivers to the product metric are understandable, but there are often one or two key areas that do not make logical sense. The objective of this thesis was to understand whether PLS modeling is appropriate given the nature of customer survey data. Models were estimated using existing survey data on a specific model in the tractor product line. PLS models assume data are linear with no bounds. This in itself likely makes this type of model inappropriate for analyzing customer survey data. Responses are bounded on an 11 point scale from 0-10, however, the PLS model being non-bounded assumes there can be a score under 0 or over 10. The model also assumes a linear slope that would indicate each covariate answer 0-10 has the same level of effect on the response variable. This research has found that each covariate answer is in fact non-linear. For example, a customer answering a 2 to quality of manufacturing workmanship has a different impact on the overall satisfaction score than a customer who answers 8. Finally, this research discovered that the PLS models produce negative coefficients of significant value that are not reported to the enterprise. Binary and ordered logistic (logit) models were estimated as an alternative to PLS. Logistic models are non-linear and are commonly used to evaluate bounded data. Response data were separated into two groups based on Net Promoter Score (NPS) Methodology (Reicheld 2006). Using the NPS methodology, 0-6 scores are considered detractors, 7-8 scores are considered passives, and 9-10 scores are considered promoters. The logistic models demonstrate that the top two drivers to customer satisfaction scores are still quality of manufacturing workmanship and reliability/operational availability (similar to results of the PLS model). The unresolved problems question on the survey was included in the models and demonstrated that the predicted probability of a customer being a promoter is much higher in both binary and ordered logit models if no unresolved problems exist. Finally, the model found engine oil consumption remained negative and is statistically significant suggesting that even with the alternative modeling approach there still may be data issues related to the survey. It is recommended that the OEM implement logistic modeling for analyzing customer survey data. It is also recommended that a new survey design be constructed to eliminate issues with correlated data that can lead to spurious and unexplainable results.

This thesis deals with measurement of customer satisfaction and loyalty among health care providers with services provided by particular pharmaceutical company. The main goal of this work is to develop methodology for measuring customer satisfaction and loyalty for this segment of services. The theoretical part deals with a summary of findings and approaches describing satisfaction and loyalty, and also review of the methods used for their determination. The thesis also analyzes the differences between two groups of customers and summarizes the differences identified in the primary research that was conducted. Primary research was conducted by having structured interviews with respondents from among health care providers (private versus state providers). Dissertation's conclusions correspond with professional resources and thus develop areas of knowledge about the characteristics of the examined service segment.

There are two main purposes of this thesis. The first one is to get a better understanding of the aspects affecting customers’ loyalty in the telecommunication industry, in the context of when customers are using the services. The second purpose is to look into what the case company gains by having customers that are more loyal, where the degree of loyalty is measured by the Net Promoter Score metric. The methodology used to carry out the research is a case study with an approach that is both qualitative and quantitative. Where the quantitative approach has the largest share. Two datasets have been used in this thesis, one collected by the authors by sending out surveys and one collected beforehand at the case company. The survey created by the authors aim to let customers assess the satisfaction level with technical and non-technical aspects that can affect loyalty. The dataset that is already collected by the case company document the initial degree of loyalty of customers along with the revenue per customers over a period of years. The two datasets are used for the two different research purposes respectively. The statistical analysis for the data is conducted using the statistical tool Minitab. The findings for the first purpose are that our survey questions can be split into three categories using factor analysis. The categories are Perceived mobile multimedia quality, Perceived broadband multimedia quality and General perceptions. The first two categories are driving customer loyalty and the third category are indicators of customer loyalty. For the second purpose the findings are that the case company has different gains of more loyal customers depending on if the customers are either mobile or broadband customers. More loyal mobile customers stay longer as customers and also buy more. More loyal broadband customers only stay longer as customers. The practical implications of the findings are that the case company has to think of customer loyalty in new ways. There are more indicators of if a customer is loyal than the Net Promoter Score, these are for example customer satisfaction, perceived brand value, perceived overall quality, perceived customization etc. Therefore it would be better to measure customer loyalty not only with the Net Promoter Score Metric but to pick out 2-3 indicators to ask the customer and create an average index for all the questions that can represent the customers’ loyalty. Furthermore there are not a specific variable that drives customer loyalty more or less, several aspects are acting together in two high level groups. Another practical implication is that the gains of more loyal customers are higher for mobile customers since they buy more from the case company and stay longer as customers. However, for broadband customers, they only stay longer. Therefore the Net Promoter Score is not as useful to track for broadband customers. Either the broadband customers should have more opportunities to buy more or another metric should be used for broadband customers.

The theses speaks about satisfaction of customer as about one of the most important factor of company's prosperity. Firts chapter is devoted to theory of marketing research. Second chapter speaks about satisfaction of customers. Third chapter includes facts about AV MEDIA, a.s. and its activities. Two researches about AV MEDIA's customers satisfaction are analysed in fourth and fifth chapter. The last chapter contains critical view of both methods which were used. There are also some recommendations in order to make measurements more efficient in the future.

El objetivo del presente trabajo de investigación es determinar los factores más influyentes en la calidad percibida del servicio de taxi asistido por aplicativo móvil, desde la percepción de los usuarios que viven o trabajan en Lima Moderna. Para ello, se utilizó la metodología del modelo Servqual y se realizó un estudio no experimental del tipo descriptivo. El instrumento de recolección fue una encuesta estructurada de 22 preguntas, tanto para las percepciones como para las expectativas. La diferencia entre ambas dio como resultado brechas negativas del servicio. Las preguntas se agruparon en cinco factores (fiabilidad, sensibilidad, seguridad, empatía y tangibilidad). La encuesta se aplicó a 388 usuarios, lo que permitió conocer el nivel de satisfacción por cada factor, por sexo y por empresa. Entre los resultados más relevantes de la investigación se pudo evidenciar que los usuarios se sienten insatisfechos con la calidad del servicio, especialmente los relacionados con los factores de seguridad y empatía. El trabajo también investiga la relación entre cada factor y la calidad percibida, estableciéndose una correlación moderada. Además, se usa la herramienta Net Promoter Score que mide la lealtad de los usuarios basándose en sus recomendaciones. Si bien en el Perú no existen estudios que aplican Servqual para medir la calidad de servicio en la industria del taxi por aplicativo, este es muy usado internacionalmente. Confiamos que esta investigación servirá de base para futuros estudios a nivel nacional. Nuestra investigación puede ser aprovechada por los directivos de las empresas de taxi por aplicativo para realizar acciones de mejora en su servicio. / The aim of this recent investigation is to determine the most significant aspects that influence in the quality of taxi service apps in Modern Lima. For this, it was used the methodology of Servqual Model and it was developed as a non-experimental research of descriptive design. The instrument to collect data was a structured survey of 22 questions for both, perceptions, as well as expectations. The difference between them result in negative gaps in the service. The questions were classified according to five aspects (reliability, responsiveness, assurance, empathy and tangibles). The survey was applied to 388 users, which allowed to know the level of satisfaction in each factor, by gender and company. Among the most relevant results of the investigation it was noticeable that user feel unsatisfied with the quality of the service, especially those related to factors of reliability and empathy. Likewise, the research attempts to stablish the relationship between each factor and the quality perceived, stablishing a moderate correlation. Furthermore, it was used the Net Promoter Score tool, which measures the users’ loyalty based on their recommendations. Although in Peru there has not been any research that apply Servqual to measure the quality of service in transportation network companies, it is a model used internationally. We trust that this research will be used as a reference for future local studies. This investigation can benefit managers of taxi companies in order to carry out improvements in their service. / Tesis

El presente trabajo de investigación evalúa la viabilidad y rentabilidad de la implementación de una solución integral omnicanal de atención al cliente. Este trabajo se centra en el rubro de las empresas de telecomunicaciones que ofrecen sus servicios en Latinoamérica, enfocada en aquellas con operaciones en Perú. Nos encontramos en un mundo donde, a pesar de los avances tecnológicos, todo servicio o producto necesita atención posterior de calidad, un servicio que brinde soluciones ágiles y rápidas a consultas simples y complejas. En el primer capítulo detallamos las bases teóricas, términos y herramientas utilizadas a nivel mundial para el procesamiento de información, además de la metodología de trabajo que facilita la implementación de una solución de autogestión en la atención al cliente. En el segundo capítulo presentamos la situación actual de la empresa, la misma que ha realizado varios intentos por bajar los costos operativos sin deteriorar la calidad de su servicio, implementando diversos canales nuevos de atención digital. Se presentan los principales indicadores de atención (NPS, satisfacción) y la usabilidad de los diversos canales de atención ofrecidos a sus clientes. En el tercer capítulo elaboramos la evaluación y análisis financieros que impactará esta solución integral de omnicanal, comparándola con un escenario BAU (business as usual) o sin cambios en la estrategia de atención de la compañía. Los resultados obtenidos nos muestran una solución rentable y beneficiosa para la compañía. Finalmente, la propuesta de valor que ofrece esta solución integral impactará en la fidelización, retención y captación de clientes. / This research evaluates de viability and rentability of the implementation of an integrated omnichannel solution for the after sales and customer support. This research focus in telecommunication companies which offers their services in Latin American countries, especially the ones that operates in Perú. Nowadays, we live in a world where, despite of the technological breakthrough and advances, every service or product after sales attention is in need of special attention to seek quality and to offer agile and fast solutions to simple and complex inquiries from their customers. In the first chapter we present, in detail, the terms, tools and methodology used on a worldwide level, in information processing and implementation of self-management solution tools for customer service. In the second chapter we studied the current situation of the company, which tried, several times, with no success, to lower their operational costs without compromising the quality of their service. We present Net Promoter Scores (NPS) and the usability of the different channels offered for the customer service between their users. In the third chapter, we carry out the financial evaluation of the project, and measure the impact of the omnichannel solution, comparing it with the business-as-usual scenario (the actual company situation). The results obtained from this evaluation show us a profitable and beneficial solution for the company. Finally, the project that offers a value proposal to implement an omnichannel solution self-management will impact the customer loyalty and customer acquisition in the near- and long-term future. / Trabajo de Investigación

Sammanfattning Kandidatuppsats i företagsekonomi III, Organisation 15 hp, 2FE78E, Ekonomihögskolan vid Linnéuniversitetet i Kalmar, VT 2023 Författare: Alicia Ketabati Augustinsson och Ida Johansson Handledare: Annika Schilling Examinator: Mikael Lundgren Titel: Sprudlande ambassadör eller nitisk kritiker - En studie hur rekryteringsprocessen kan användas för att utveckla en organisation i offentlig sektor   Syfte Syftet med studien är att öka förståelsen för hur undersökning av kandidatupplevelsen kan ligga till grund för utveckling av rekryteringsarbete och employer brand i offentlig sektor. Syftet nås genom att samla in information om kandidaters upplevelse av rekryteringsprocessen i en kommun under en specifik tidsperiod.  Metod En tvärsnittsstudie som med hjälp av en parallell användning av kvantitativ och kvalitativ metod undersöker kandidaters uppfattning om rekryteringsprocess de varit delaktiga i för att genom dessa mätningar öka förståelsen för hur organisationer kan utveckla sin rekryteringsprocess och sitt employer brand.  Slutsats Från mätning av kandidatupplevelsen kan organisationen skapa index och mål att arbeta mot för att utveckla organisationen. Mätningarna kan mynna ut i nyckeltal för organisationen att använda i utvecklingsarbetet för att lättare se förändringar. Arbetsgivare i offentlig sektor bör få en helhetsbild av hur det egna varumärket uppfattas av inte bara arbetsgivarrepresentanter utan även externa parter som exempelvis kandidater. Nyckelord Rekryteringsprocess, employer branding, rekrytering, kandidatupplevelse, net promoter score, index, professionella relationer, förväntningar, offentlig sektor / Abstract Bachelor Thesis Business Administration III, Organization 15 hp, 2FE78E, School of Economics at Linnaeus University of Kalmar, Spring 2023 Authors:  Alicia Ketabati Augustinsson och Ida Johansson Advisor: Annika Schilling Examinator: Mikael Lundgren  Title: Exuberant ambassador or zealous critic - A study of how the recruitment process can be used to develop an organization in public sector    Purpose The aim of the study is to increase the understanding of how examination of the candidate experience can form the basis for the development of recruitment work and employer brand in the public sector. The purpose is achieved by collecting information about candidates' experience of the recruitment process in a municipality during a specific period of time. Method A cross-sectional study which, with the help of a parallel use of quantitative and qualitative methods, examines candidates' perception of the recruitment process they have been involved in in order to increase the understanding of how organizations can develop their recruitment process and their employer brand through these measurements. Conclusion From measuring the candidate experience, the organization can create indexes and goals to work towards to develop the organization. The measurements can result in key figures for the organization to use in development work to more easily see changes. Employers in the public sector should get an overall picture of how their own brand is perceived by not only employer representatives but also external parties such as candidates. Key words Recruitment process, employer branding, recruitment, candidate experience, net promoter score, index, professional relationships, expectations, public sector

The video streaming business has grown substantially during the last decades. To optimize the user experience in video streaming, it is important to know how the user satisfaction relates to the technical qualities for the video streaming services, such as bufferings and startup times.  The Net Promoter Score (NPS) is a widely used management tool used in surveys to measure customer satisfaction and loyalty. The users are categorized into three user groups based on a survey question. This thesis investigates whether it is possible to find correlations between the three user groups based on NPS ratings and measured technical qualities from video streams. Initial data exploring through information visualization suggested that the data should be separated into live streams and video-on-demand. Statistical analysis showed that the NPS user groups have no correlations to how long the users are watching the streams, nor to how long the video takes to start. The results showed, that the users watching live streams seem to be more sensitive to lower qualities than those watching video- on-demand. However, this could also be due to the fact that the measured technical qualities during live streams are generally lower. The buffering and the seek time proved to have correlations to the measured user satisfaction, but several other factors such as the actual video content could also have big impacts on the user’s ratings. The users which had experienced more buffering and longer seek times were more likely to rate the service with a lower score, than the average user. / Mängden videor som streamas över Internet har ökat väsentligt under de senaste årtiondena. För att kunna optimera upplevelsen för de som streamar videor är det viktigt för företagen som erbjuder dessa tjänster att veta hur kundnöjdheten relaterar till de tekniska egenskaperna. Dessa kan inkludera faktorer såsom buffring och starttider. Net Promoter Score (NPS) är ett verktyg som används inom många olika branscher för att mäta kundnöjdhet och lojalitet. Användarna delas in i tre grupper beroende på hur de svarar på en enkätfråga. Detta examensarbete undersöker huruvida det är möjligt att hitta korrelationer mellan kundnöjdhet baserad på de tre användargrupperna från NPS-verktyget och uppmätta tekniska kvaliteter från en streamingtjänst. Efter att inledande informationsvisualiseringar påvisade skillnader mellan live-strömmar och video-on-demand har dessa grupper hanterats separat. Statistisk analys visade att de tre NPS-grupperna inte har några korrelationer med starttiden eller hur länge användarna tittar på videor. Resultatet visade även att användarna som tittar på live-strömmar verkar vara känsligare för lägre tekniska kvaliteter än de som tittar på video-on-demand. Detta kan dock även bero på att de uppmätta tekniska egenskaperna under live-strömmarna generellt är lite lägre. Buffringen och söktiden visade sig ha samband med den uppmätta kundnöjdheten, men flera andra faktorer, såsom det faktiska videoinnehållet, kan också ha en inverkan på användarnas betyg. Användarna som hade upplevt mer buffring och längre söktider var mer benägna att ge tjänsten ett lägre betyg än den genomsnittliga användaren.

This thesis describes and analyzes the most important areas of bank controlling. Amongst them are: cost management, planning and budgeting, and performance management. The thesis focuses on the newest knowledge in bank controlling and on best practice examples. The thesis also includes practice examples of some bank controlling areas of a particular Czech bank, ČSOB.