Měření spokojenosti zákazníků zámečnické firmy

Abstract

The bachelor thesis is focused on the evaluation of the analysis of the customer satisfaction of the Locksmiths Kratěk Company. This work is intended to create a set of documents for the Locksmiths Kratěk Company based on their requirements. The first part describes the theoretical basis of customer satisfaction survey focused on understanding the customer, on acquiring and evaluating data, and in particular, on the creation of a written questionnaire. Characteristic of the Locksmiths Kratěk Company and also characteristics of the products that the company produces and offers to its customers forms part of the first section. In the second part I dealt with the analysis of the information that I have found out using a written questionnaire. In conclusion, I evaluated information that I obtained and I added my own suggestions and recommendations.