1.1. Objectives

This thesis has two main objectives. The first aim of this essay is to provide information on the importance of customer satisfaction for today’s companies. This theoretical part of the work will deliver a general illustration of customer satisfaction and customer surveys based on literature. How is knowledge about customer satisfaction generated and what is the customer’s and the company’s role in this construct? The aim is to outline definitions and correlations of various parameters.

In a next step this work is dedicated to check the pulse of Fresenius Kabi customers of injectable drugs in key regions by uncovering the elements determining customer satisfaction and how FK delivers against them. The focus will be the conduction of a customer satisfaction survey, which shall give clarity about the current situation and the customers’ perception and which shall disclose future options. The focus lies on major findings and targets to reveal areas for improvements; some of them on global level, others on regional or even country level. These recommendations were put together in a report and handed over to the different regions as a work in progress document in order to plan on their improvement strategies.