Análise da satisfação dos clientes de uma ótica na cidade de Serra Talhada - PE

Abstract

The objective of this work is to analyze the level of customer satisfaction regarding the service, the product and the fulfillment of the term from the perspective of the city of Serra Talhada, Pernambuco. To achieve the objective, secondary data (482 entries) from the years 2018, 2019 and 2020 of the post-purchase survey of the optics were analyzed with the aid of Excel. Frequencies and percentages and the calculation of the Net Promoter Score (NPS) were performed. From the results, it is noted that the optics has high levels of satisfaction with the service (99.8% of people) and with the products (98.3% of the respondents). The company's NPS also showed a high level, reaching 94.2%, signaling that the sample promotes optics. Finally, in the final considerations, improvements were proposed in the questionnaire applied by the company with the modification and / or inclusion of new variables to better capture customer satisfaction.