Measuring Circularity and Customer Satisfaction of Product-Service Systems at IKEA

Sammanfattning: An increasing number of business leaders, companies, organizations and policy makers are realizing that the current linear “take-make-waste” economic model is not sustainable and need to be changed in order to decouple economic growth from natural resource consumption. One way to achieve this is to make a transition from the linear economy to a circular economy in which material flows are circular so that access to products is possible with minimum extranction of natural resources and waste generated. IKEA has already started this transition and asks for a way to measure circularity and customer satisfaction of product-service systems. The aim of this master thesis is therefore to create two models that can be used to measure and evaluate circularity and customer satisfaction of current and future product-service systems at IKEA globally. The Model for measuring circularity includes all principles of circular economy and can be used by IKEA and other retailers within different industries to optimize circularity of their current and future product-service systems. The Model for measuring customer satisfaction is based on previous questionnaires about consumers’ attitudes towards product-service systems of furniture, household products and other product types and can be used for measuring customer satisfaction when combined with the Kano Model. The Model for measuring customer satisfaction can be used by IKEA and other retailers working in the furniture industry.