Měření spokojenosti zákazníků s kavárenským řetězcem

Abstract

This bachelor thesis focuses on the analysis of customer satisfaction with the CØKAFE coffee chain operating in Ostrava. The main objective is to compare the level of services provided across four branches and to find out whether customers can expect a similarly high-quality experience regardless of the specific location visited. Data collection was carried out using the qualitative research method of mystery shopping, with each branch visited three times and evaluated based on predefined criteria. The research focused on eight key areas of the customer experience, such as the café environment, staff approach, product offer, and ordering process. The results show that all observed branches maintain a high standard of service, particularly in terms of staff behavior and the overall atmosphere. However, some weaker points were identified, mainly related to technical facilities, hygiene equipment, and the functionality of the QR ordering system. The thesis presents specific recommendations that could help improve the consistency of services across branches and further enhance overall customer satisfaction.