In this thesis, the client is financial Company X. Company X wants to remain anonymous. The purpose of the work was to study the success of the orientation process. In the other word to study quality of internal service of the customer service advisor who started at Company X in spring 2020. The orientation was arranged for the first time as a remote orientation, which is why it is interesting to study the topic. The study has been carried out as a quantitative survey using a questionnaire based on the SERVPERF indicator. The study also included an interview conducted using a qualitative research method.

The study was carried out based on the theory of orientation. The theory section covered the backgrounds of the induction, the characteristics of good orientation, familiarity with legislation and the development of orientation. The theory section also examined what internal service means and how the quality of service can be measured using the SERVPERF method.

The research data was collected according to the objectives. The results of the study showed that company X's induction process was quite successful. Especially among the quality of service elements, service readiness and trust were successful. Development would require the most personal attention to the area. Overall, the induction process averaged 4.1 when assessed on a scale of 1 to 5.