Mémoire-projet

Abstract

This Master Thesis program focuses on the impact on a service company of implementing a customer satisfaction evaluation policy. Indeed, the company in which the internship was carried out is a service company wishing to have a vision more focused on listening to their customers. Accordingly, the first part of this thesis includes summaries of books and scientific articles on the subject of implementing a customer satisfaction evaluation policy in a service company like NSI. We learn that evaluating customer satisfaction is crucial for a service company. It is based on quantitative and qualitative elements, and satisfied customers are more loyal and likely to recommend the company. Customer satisfaction must be integrated into the company's policy and culture to preserve its reputation and stimulate innovation. It also plays a key role in the company's short- and long-term profitability. Finally, service companies must take into account the complexity of customer satisfaction in a context of intangible services. Secondly, this thesis takes up the results of an audit which revealed that the company in which the internship was carried out had a very modern vision. In fact, it is constantly questioning itself, and makes every effort to differentiate itself from other companies in the IT sector by offering an ambitious, family-oriented and challenging environment. What's more, the company has already put in place a number of measures to satisfy its customers. The aim of this thesis is to finally shed some light on NSI's customer satisfaction by measuring it using tools and methods such as questionnaires, procedures to be followed or even evaluation tools that would finally give us a quantified idea of how satisfied customers are with the quality of services. Finally, this is a particularly interesting subject, as it will highlight areas for improvement that a service company can address to enhance the quality of its services.