Implementace měření klientské spokojenosti v prostředí pojišťovny

The diploma thesis deals with measuring of customer satisfaction in the environment of insurance company. Its aim is to design specific ways of measuring customer satisfaction, to create a functional design and to implement the chosen solution into the company. The theoretical part is devoted to introducing possible methods and methods of measuring customer satisfaction and critical analysis of selected methods. The practical part is the implementation of the selected method Net Promoter Score into the company together with the reporting of measured results.