Zlepšení zákaznické spokojenosti ve společnosti Sonnek Engineering s.r.o

The bachelor thesis focuses on the factors influencing customer satisfaction and loyalty in Sonnek Engineering s.r.o. in the Czech and Slovak Republic. The main objective is to find out whether positive customer responses prevail over negative ones and whether these customers would recommend Sonnek Engineering s.r.o. to others. Primary data obtained through a quantitative questionnaire survey method (CAWI – Computer Assisted Web Interviewing) was used to investigate customer satisfaction. Customer satisfaction is measured according CSAT (Customer Satisfaction Score) and customer loyalty is assessed using NPS (Net Promoter Score). The result of the bachelor thesis is an evaluation of customer satisfaction and loyalty of Sonnek Engineering s.r.o. and recommendations for improvement.