Análise Net Promoter Score (NPS): estudo de caso da empresa Bodytech Natal Shopping

Abstract

In a globalized, borderless world where competition fights for all customers, it has be-come vital for any company to search for the satisfaction of its demand, it is important to understand and know what your customers want. Therefore, the main objective of this study is to analyze through the Net Promoter Score (NPS) tool the level of satis-faction of customers who attend the Natal Shopping Bodytech Academy, in order to achieve this objective, a goal of three other specific points was established, which are, Identify customer segmentation data; point out the perception of customers in relation to health indicators and map the perception of customers about the physical structure of the gym.In order for the results to be achieved, the author used a methodology, descriptive and with exploratory characteristics since we will study a phenomenon, in this research more than 23 thousand responses were recorded from an average of 985 customers, in the period from 01.01.2019 to 31.12. 2019, the sample is non-probabilistic, mathe-matical and statistical methods were not used to determine the number of respondents and at the end the data were collected and developed using the Net Promoter Score (NPS) methodology. The results showed that the investigated academy has been able to satisfy most of its customers in relation to many aspects, such as physical structure and services offered, one point in particular demonstrates the need for improvement, the price, the satisfaction index is below others mentioned, diverging from the philoso-phy of excellence on which the company relies, consequently this factor leaves the organization unable to reach a level of full satisfaction of its client, thus being able to generate consequences in elements such as loyalty or future recommendations, a dan-ger that must be avoided in a corporate world of great dispute.