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Customer Satisfaction Analysis of Deloitte Belgium and Recommendations Regarding its Improvement
Kašová, Lenka ; Kábrtová, Jana (referee) ; Chalupský, Vladimír (advisor)
Diplomová práce se zabývá problematikou analýzy spokojenosti zákazníků společnosti Deloitte Belgie. Srovnává teoretické poznatky s praktickými dovednostmi získanými během stáže ve společnosti Deloitte. Metoda osobního dotazování byla použita za účelem získání cenné zpětné vazby od klientů a k provedení analýzy spokojenosti zákazníků. Na základě vyhodnocení bylo identifikováno několik oblastí vyžadujících zdokonalení a navržena opatření vedoucí ke zlepšení zjišťování spokojenosti zákazníků a zvýšení stávající úrovně spokojenosti zákazníků.
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Proposal of the Improvement of Customer Satisfaction Standard
Lusková, Michaela ; Filusz, Patrik (referee) ; Šimberová, Iveta (advisor)
This thesis was a research and analysis of the levels of different customer satisfaction standards in the family construction company. The analysis involved conducting internal and external environment assessments of the company. The data collected on customer satisfaction from clients was carried out by using a qualitative questionnaire method. This study provided the host family construction company with recommendations on how to develop the customer satisfaction standards, which in turn will improve their market position.
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Measuring Customer Satisfaction and Loyalty
Kurtin, David ; Schwarz, Erik (referee) ; Chalupský, Vladimír (advisor)
This Master´s thesis deals with the analysis of the factors influencing the customer satisfaction of RM Servis, authorised Peugeot car dealer. The aim was to set up useful method of measuring customer satisfaction, loyalty, and customer value. This would enable the company to follow the current situation, and to focuse on improvements. I have also included the suggestions on how to improve the overall customer satisfaction, and a calculation of an impact of the implementation on the profitability.
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Optimalizace věrnostního programu společnosti Triola a.s.
Wachtlová, Dominika ; Stříteský, Václav (advisor) ; Dohnal, Petr (referee)
The aim of this thesis is to suggest optimizations for Triola Plc. loyalty program based on theoretical understanding of loyalty and its role in success of a company, as well as numer-ous practical analyses. The thesis is divided into two main parts. The first part overviews the theoretical knowledge about consumer loyalty and how loyalty program can be an ef-fective tool in building said loyalty. The second part is formed of variety of practical anal-yses, including analysis of Triola sales data, data mining analysis using MML-TGI data ana-lyser, consumer survey and lastly benchmarking analysis. The last chapter is a synthesis of the theoretical and practical parts and suggest recommendations for Triola loyalty program based on the insights gathered throughout the whole thesis.
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Customer Loyalty to the Selected Company
Čechovská, Eva ; Průša, Přemysl (advisor) ; Mařík, Jiří (referee)
The aim of my bachelor thesis is to analyze the relationship between customer and the company dm drogerie markt lnc. in the Czech Republic, to define his loyalty and to propose improvements in marketing communication. The proposals are based on theoretical foundations and on the data obtained from an own questionnaire survey. The thesis is divided into four main parts. The first three parts include the theory needed for the practical section by explaining customer loyalty, segmentation and marketing research. The fourth part contains an analysis and evaluation of the results of the survey and suggestions for improvements.
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Building CRM in selected company
Bednárová, Lenka ; Koliš, Karel (advisor) ; Jiřinová, Kateřina (referee)
The theoretical part of the bachelor thesis deals with defining CRM and other concepts, developing strategy and building CRM. Within the concept of building CRM is discussed establishment of relationships with customers, strengthening and development of these relationships, customer value and value for customer are discussed. The practical part provides information about the selected company and its focus on the market, examines the current state of CRM in the company and compares it with customer-centric approach of competition. Based on the obtained information and discovered deficiencies, the aim of the study is to suggest recommendations for improvement that would streamline the process of managing customer relationships.
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Comparison of attitude to loyalty programmes between Czech and English customers
Müllerová, Patricie ; Tahal, Radek (advisor) ; Stříteský, Václav (referee)
This work deals with customer loyalty and loyalty programmes in areas of buying chemist goods, clothing, footwear and groceries. The main objective of this work is to compare the approach of English and Czech customers to loyalty programmes in these areas. The intention of the analysis is to discover whether the approach to loyalty programmes in these two countries varies and what are the major differences. Does using a loyalty programme really affect customer loyalty? Who are more loyal, Czech or English customers? The aim is also to find out how customers use their loyalty programs, what kind of rewards are the most attractive for them and what personal information are they willing to provide when they sign up for loyalty programmes. The analysis also aims to pose these same questions to multi-brand partnership programmes and also mobile applications. This work can therefore benefit companies operating in both Czech and English markets to adapt their loyalty programs to be most effective.
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The usage of mobile applications for communication within the loyalty programs and direct marketing
Muff, Erik ; Zamazalová, Marcela (advisor) ; Dufek, Tomáš (referee)
The diploma thesis deals with the usage of mobile applications for communication within loyalty programs and direct marketing. The objective of this thesis is to identify the potential of the usage and to compare the efficiency of the communication through mobile applications for smartphones in communication within the loyalty programs with e-mailing. The comparison of both communication channels was done based on campaigns, which were realized for purpose of this thesis for the real client. Researched metrics were click through rate and conversion rate. The identification of mobile application usage potential for communication was done through questionnaire and interview with experts.
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Loyalty of customers of a company Health Park in Opava
Hrbáčová, Barbora ; Postler, Milan (advisor) ; Průša, Přemysl (referee)
The aim of this work is to describe customer loyalty theoretically and to apply this theory on particular company called Health Park. The first part is devoted to marketing and market segmentation. Next part is focused on customer loyalty which is the most important for this piece of work. In last chapter of theoretical part, the reader gets to know particular market researches and data sources. The practical part brings my own field research. Using questionnaires the loyalty of clients of Health Park is investigated and based on this research the loyalty is confirmed or on the other hand disproved.
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Building CRM in selected company
Hrůzová, Daniela ; Koliš, Karel (advisor) ; Mejdrech, Vlastimil (referee)
The theoretical part is generally about building Customer Relationship Management, thus creating a CRM strategy, addressing and establishing relationships with customers, subsequent care and strengthening relationships with these customers, customer value and value for customer. The practical part is examining the current state of CRM in selected company, it explores the feedback from customers. In the final part, there the recommendations that would help company to improve current status in relation to its customers have been listed. The objective of the thesis is to determine the current situation and trends regarding CRM, apply this knowledge in a selected company and find out whether the company follows it in fact.
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