Avaliação do nível de satisfação do cliente da gap sistemas

Abstract

Quality management has become a differential within organizations, being a key ally to achieve a solid customer base. In this aspect, the follow-up from sales to post-sales guarantees a better satisfaction and strengthens the bases for customer loyalty. It could be no different with GAP SISTEMAS, the focus of this study. Thus, the research had as its general objective an evaluation of the level of satisfaction of this company's customers with customer service and, specifically, to seek to understand their needs, their level of satisfaction with products and services, the critical points of the service offered to them, and to glimpse possible measures to improve customer service to better win them over. Thus, it was sought to work with a descriptive qualitative and quantitative approach supported by bibliographic research. The data collection method was through the application of structured interviews with the company's managers and the application of questionnaires to its employees and customers. The results answer the problem question showing that customer satisfaction with the company is considered good, but the company has some gaps in the training for the employee and also for the customer, which led to suggestions for improvement in service.