Výzkum zákaznické spokojenosti firmy ARCH consulting s.r.o

The aim of this bachelor’s thesis lies in the research of customer satisfaction of the company ARCH consulting s.r.o. which, among other business activities, acts as a professional consultant in the field of waste management. First half of the work is primarily focused on the issue of customer satisfaction which includes the benefits of customer loyalty, the correct implementation of CRM strategy as well as individual methods of measuring customer satisfaction itself. The theory is afterwards intertwined with the second part of the work where the research of customer satisfaction is performed by means of qualitative and quantitative methods. At first, an in-depth interview was conducted with the company's management in order to determine the key parameters that were part of the following applied questionnaire survey examining only the satisfaction of the selected customer population, the importance is estimated using statistical method of correlation. In conclusion, the results of the research are summarized, the contribution of which lies not only in the analysis of customer satisfaction in the field of waste management, but also in certain recommendations for improving the company's risky and weak points. It was found that the level of satisfaction is reflected in most parameters differently based on the specific characteristics of the customer.