Měření spokojenosti zákazníků se službami designové společnosti

Abstract

This diploma thesis analyses customers satisfaction with Design Agency services. The main goal was to target, measure and analyse Customers satisfaction and to evaluate any outcomes from such a research in order to increase the quality of the services and to maintain constant development. The theoretical part of this diploma thesis aims on theoretical explanations of the facts describing customer satisfaction, analyze the marketing research, SWOT analysis and position map. In the practical part a marketing research was done by asking the customers of the Eclosion design. The data harvested by the research were implemented into suggestions how to improve the company`s services. In case the suggestions would be executed, it could definitely contribute to increase customers satisfaction. The conclusion of the research is that Customers are mainly satisfied with the services provided. However, there is still some space for improvement in the area of time efficiency, time schedules and deadlines.It is the upmost priority to increase the human capital in order to manage the amount of work. Also, the Design company should promote itself using targeted advertising.