The first objective of this thesis is to define the most significant benefits of a customer satisfaction strategy for a company. Especially, the effects on customer base, retention, loyalty, and last but not least on financials are discussed. Furthermore, three techniques of customer satisfaction measurement are critically assessed. Those are complaint management, customer satisfaction surveys, and mystery shopping. Secondly, a comprehensive customer satisfaction strategy for ŠKODA AUTO is defined based on theoretical knowledge regarding customer satisfaction and the specifics of automotive industry. The strategy comprises of four particular parts: generic approach, sales, after sales, and product.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:124895 |
| Date | January 2012 |
| Creators | Jůzl, František |
| Contributors | Machková, Hana, Malý, Josef |
| Publisher | Vysoká škola ekonomická v Praze |
| Source Sets | Czech ETDs |
| Language | English |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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