Avaliação do nível de satisfação dos filiados do Sindipúblico com o atendimento.

Abstract

This research aimed to evaluate Sindipúblico customer service focusing on member satisfaction and identifying improvements. A mixed approach case study was used with interviews to the manager and questionnaires applied to employees and members to answer what are the main service problems of the entity. Data were analyzed via charts and SWOT Matrix revealing that humanized service is a strength that generates appreciation but the lack of internal communication and delay in solving demands are weaknesses that compromise efficiency. It is suggested to standardize processes and invest in technology to speed up feedback. It is concluded that the union needs to combine good interpersonal relationships with greater operational efficiency to ensure member loyalty