The discount store Oy Varkauden Rellunkulma has been active in Varkaus for about three years. In this small period of time the company has expanded its functions from one store to a two store com-plex on opposite sides of the street with a wide selection of consumer goods. In addition, an internet shop was opened to reach the customers nationwide.

The study was first of its kind to Rellunkulma. The objective of the research was to get an idea of the current level of customer satisfaction in retail sales. The company also wanted to study whether or not the customers knew about all of their functions i.e. that the company has two stores on opposite sides of the street, web pages and an online shop.

The thesis consists of a quantitative survey that was conducted in both shops in similar way. All of the customers who visited the stores during the period 9.11-27.11.2010 had the opportunity to fill in a structured questionnaire. Altogether 131 persons answered but the research was based on 123 forms that were relevant for the study.

The results of the research show that the basis for the high level of customer satisfaction is well-founded. Especially the service factors came up in the study. The study also indicates that Rellun-kulma has managed to reach customers with their basic competitive tools, price and product range. They were the main reasons to go shopping to Rellunkulma. In addition, the research results revealed that the internet services need more marketing. Only 43 % of customers knew that Rellunkulma has an internet store.