Satisfação e lealdade dos clientes da Neoenergia Cosern: um estudo sob à ótica do Net Promoter Score (NPS)

dc.contributorAraújo, Matilde Medeiros de
dc.contributorAraújo, Matilde Medeiros de
dc.contributorLeite, Ana Patrícia Rodrigues
dc.contributorFeitor, Carlos David Cerqueira
dc.creatorSantos, Ákisa Wandernúsia de Souto
dc.date.accessioned2021-09-20T18:26:01Z
dc.date.accessioned2022-10-06T13:05:23Z
dc.date.available2021-09-20T18:26:01Z
dc.date.available2022-10-06T13:05:23Z
dc.date.created2021-09-20T18:26:01Z
dc.date.issued2021-09-09
dc.identifierSANTOS, Ákisa Wandernúsia de Souto. Satisfação e lealdade dos clientes da Neoenergia Cosern: um estudo sob à ótica do Net Promoter Score (NPS). 2021. 49f. Monografia (Graduação em Administração) - Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte, Natal, 2021.
dc.identifierhttps://repositorio.ufrn.br/handle/123456789/36073
dc.identifier.urihttp://repositorioslatinoamericanos.uchile.cl/handle/2250/3963680
dc.description.abstractThis study aims to analyze the level of satisfaction and loyalty of Neoenergia Cosern customers through the Net Promoter Score (NPS). This work was carried out through a descriptive research, with a quantitative approach, using the virtual questionnaire as tools, being sent to customers through social networks, Facebook and WhatsApp, and the sample consisted of 202 responses. As for the results obtained, it was possible to identify that the profile of Neoenergia Cosern customers (research respondents) is mainly characterized by females, aged between 21 and 30 years, residing in Natal/RN and having completed higher education. Through the NPS tool applied to the organization, it was possible to verify that consumers are satisfied with Neoenergia Cosern, but make reservations for possible improvements. With this survey, it was possible to present suggestions for improvements to the company, so in the future it is necessary to apply the NPS tool to all customers, for a more comprehensive view of the business.
dc.publisherUniversidade Federal do Rio Grande do Norte
dc.publisherBrasil
dc.publisherUFRN
dc.publisherAdministração
dc.publisherDepartamento de Ciências Administrativas
dc.rightshttp://creativecommons.org/licenses/by/3.0/br/
dc.rightsAttribution 3.0 Brazil
dc.subjectFidelização de clientes
dc.subjectNet Promoter Score
dc.subjectNeoenergia Cosern
dc.subjectCustomer loyalty
dc.subjectNet Promoter Score
dc.subjectNeoenergia Cosern
dc.titleSatisfação e lealdade dos clientes da Neoenergia Cosern: um estudo sob à ótica do Net Promoter Score (NPS)
dc.typebachelorThesis


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