E - commerce: Customer Feedback Management

Tereza Pavelková

Bachelor's thesis

Abstract:

The topic of the bachelor thesis is E-commerce: Customer Feedback Management. Comparison and analysis of the net promotor score at a large international car rental company whose business success is primarily in service. The aim of the bachelor thesis is to explain the term E-commerce, to the usage of E-commerce at different levels of business and to focus on one of the less described and published applications, namely E-commerce for evaluation and analysis of clients' satisfaction. The bachelor studies the background of the queries that the client receives after consuming some purchased service. The theme is chosen because these questions are part of everyday life, but people often do not know what is done with them further. The work is finding out the environment in which queries are processed. Surprisingly found out how many global companies are devoted to this issue and are focusing on observing the way of the quests for satisfaction with the service used, from its submission to its evaluation. The observation was done in an application created by InMoment, Inc.©. The bachelor thesis deals with the practical monitoring of theoretical concepts such as customer relationship management and consumer behavior. The thesis is divided into two parts.The theoretical part focuses on information about e-commerce in general and its basics. The concepts of CRM and consumer behavior are also explained. At the same time, the net promoter score in the client service company is explained.The practical part introduces an E-commerce application designed to measure and monitor customer feedback. The work explained the term so-called Net Promoter Score system, which regularly gathers, monitors, compares and evaluates the results of surveys. There are charts, which monitor the development of results in one calendar year. The charts further show how customer feedback behaves during seasonality, monitoring the performance of operations in the smallest countries of corporate Europe. One region represented by the Czech Republic and Slovakia, on the one hand, and Belgium and Luxembourg on the other.

Keywords

E-commerce, net promoter score, consumer behavior, survey, application

Language used: English

Date on which the thesis was submitted / produced: 13. 3. 2019

Thesis defence

• Supervisor: Ing. Petr Procházka, MSc Ph.D.

Czech University of Life Sciences Prague

Faculty of Economics and Management

Bachelor programme / field:
Economics and Management / Economics and Management