Zavedení nového modelu sledování spokojenosti zákazníků

Abstract

The aim of this thesis is create and implement a new model for observe customer satisfaction in the company United Polymers, s.r.o. The thesis is divided in two parts: theoretical and practical. The theoretical part compares the differences between B2B and B2C markets, techniques and methods of measuring customer satisfaction. In the practical part, it is analyzing customers of United Polymers, s.r.o. For a clarity, the process is shown with mind map, which includes recommendations for improving customer satisfaction ratings of United Polymers s.r.o. A part of the recommendations is proposed questionnaire, which includes recommended criteria, which are sub-goal of the thesis.