Análise do nível de satisfação dos clientes da polos pães e doces.

Abstract

Customer satisfaction is a key factor for the success of any company, especially in the bakery sector, where the quality of products and services directly influences customer loyalty. This study aims to assess the satisfaction of customers at Polos Pães e Doces, in Goiânia, identifying aspects that can be improved to strengthen loyalty. The research adopts an exploratory bibliographic and field approach, with a descriptive quantitative and qualitative approach, using interviews with the company’s three managers and a questionnaire applied to 60 customers. The data collection took place in April 2025. The methodology aimed to ensure organization and practicality in obtaining concrete information about customer perceptions. The results revealed high levels of customer loyalty and recommendation, while also pointing out improvement opportunities in areas such as customer service, promotional actions, and adjustments in the physical environment, supporting the strategic proposals presented at the end of the study.