The purpose of this thesis was to study customer satisfaction both with powder coating services and with the general operation of the company Inlook Oy.

Inlook Oy is a reasonably large company in the Baltic Sea area. It is a highly appreciated Finnish service company supplying ceilings for all types of building structures and powder coating aluminium building profiles to be used under demanding conditions. The thesis was commissioned by the powder coating unit located in Helsinki.

The previous research concerning customer satisfaction was carried out in the year 2005, i.e. almost four years ago. Since then, a new ERP-system - Enterprise Resource Planning System - was implemented in the company in February 2008.

The theoretical part of this thesis concentrated on the company Inlook Oy, customer satisfaction and the ERP-system. In the empirical part, both a quantitative and a qualitative method were used. The questionnaire was mailed to 52 customer representatives. The response rate rose to 61.5 %. Additionally, three key customers were individually interviewed.

The results of this thesis indicated, that Inlook Oy has developed in all the sectors studied: delivery, product and company operation. However, the best sector was found out to be the product. The results also revealed that customers were not satisfied with long and uncertain delivery times, the limited availability of some staff members and some operation practices of the company. The need to improve these factors was considered to be obvious.