The aim of this diploma thesis is the processing of customer satisfaction issues. Using the survey, our goal is to analyze customer satisfaction in a particular company. We apply an empirical method to the survey, where we can get the necessary information in a short time with the distributed questionnaires, with a large number of respondents who make a representative sample. The diploma thesis consists of two parts, the theoretical and practical part. In the first part we will present the theoretical background of the studied issue, focusing mainly on the buying behavior, defining the concept of customer, characterizing customer satisfaction and dissatisfaction and, last but not least, focusing on loyalty itself. The practical part of the thesis consists of several subchapters and will deal with the analyzed company and the customer evaluation. At the end of the practical part, we analyze the results of all the information we have received with the help of questionnaires and propose some measures that will help the company to increase their customer satisfaction.