Customer satisfaction is increasingly important for companies in all industries, since the competition between companies for customers are at a peak. It is therefore necessary for companies to include customer satisfaction into their strategies and goals, and implement a clear course of action for their employees to reach them. The question that arises is whether or not this is effectively done in companies today. This thesis aims to describe customer satisfaction and customer employee relationships from the perspective of the employee in a residential real estate company. The real estate industry is a relevant area to focus on since they handle customer relations every day.

This thesis main results both confirmed and contradicted existing theory about customer relationships. Those relationships are in no doubt a part of the everyday work of the employee but did not seem as structured and planned as theory suggested. In light of customer satisfaction, the company studied does have a strategy toward customer satisfaction but the employees’ overall perception was that it is not clearly communicated to them and explained how it should be implemented into their daily work and contacts with the customers.

This thesis could provide a valuable insight for companies, interested in implementing customer relations into their strategies. Further studies, in multiple layers of companies would be needed in order to get a more accurate and deeper understanding of the companies’ current situation regarding the implementation of their strategies.