The purpose of this thesis was to find out what small and medium-sized enterprises (SME) are expecting and hoping from occupational health cooperation and to improve their customer care in occupational health nurse's work. The goal was to improve customer satisfaction and enhance customer loyalty. The thesis answered for questions; What are the expectations of SMEs for occupational health cooperation? What factors affect customer satisfaction in occupational health cooperation? How can SME’s customer care be improved in occupational health nurse’s work?

The thesis was a research development work, the approach of which was action research. The expectations and desires for development were clarified with interviews for SME’s. Occupational health nurse’s experiences were evaluated with a questionnaire. From these answers were found the targets for development, which were worked continuously thru brainstorming – technique with chief occupational nurses in the company we work at. As a result, a supportive material was made for occupational health nurses to help them in customer care and to help preparation for a cooperation meeting.

The research showed that customers are expecting from occupational health services customer oriented, cost effective and customized services from the familiar team that they have easy contact to. The aspects that affect for customer satisfaction are extensive and expected specialist services quickly and close by and statutory occupational health services fluency. SMEs care can be improved by regular contacts to clients. Regular contacts allow for interactive dialogue to progress. With the regular cooperation occupational health care team becomes familiar and trust can be built between the company and occupational health. Customer relationship management is an ongoing process that can affect customer satisfaction and loyalty.