The purpose of this bachelor´s thesis was to examine customer satisfaction in the Northern Ostrobothnia District Organization of the Mannerheim League for Child Welfare. This survey was confined to the transparency of the services in use, the district store customers as well as childcare and safety equipment renters.

The theory part of the thesis discusses the services and activities in the Northern Ostrobothnia District Organization of The Mannerheim League for Child Welfare’s services and activities as well as customer relations that consist of factors affecting customership, customer satisfaction and marketing mix. The reability of the study is discussed in the empirical part of study.

The material of the survey was gathered through a questionnaire in two family cafés and by a mail questionnaire. It was possible reply to the questionnaire for two weeks´ time in October 2012. Both structured and unstructured questions were used in the questionnaire. Microsoft Excel was used for processing the results. The sample size was 440 and 142 people responded to the survey, 125 of them by post and 17 in the family cafes. The response rate was 32 %.

According to the results, customers are fairly content with the services and activities of the Northern Ostrobothnia District Organization of the Mannerheim League for Child Welfare. The results showed, however, that improvements were hoped for the marketing of wide range of services and information, as well as the website content was hoped for improvement. New types of clubs were hoped more for pre-school children and supporting functions for families such as peer groups.