Aplicativo para análise de feedback de clientes para identificar padrões de satisfação

Abstract

This work presents the implementation of a web-based system for analyzing customer feedback, with a focus on identifying satisfaction patterns and areas that require further analysis. The application allows customers to evaluate the service received through ratings and comments, with the data being stored in real time using Firebase Firestore.The feedback is categorized as either positive or negative and analyzed to detect recurring patterns, enabling the generation of insights into the quality of service. The repetition of negative keywords helps indicate trends of dissatisfaction.The system features dynamic graphical visualizations using the Chart.js library, as well as a filtering tab by employee, CSV data export, and restricted access to the feedback panel, which is only accessible by the manager. The application was developed using HTML, CSS, and JavaScript, with Firebase handling data storage, user authentication, and hosting.