Trabalho de Conclusão de Curso de Graduação
A utilização da ferramenta Net Promoter Score(NPS), para analisar a satisfação dos clientes da Rudáh casa de shows em Palmeira das Missões-RS
Fecha
2019-07-02Autor
Nogueira, Lucas Ochoa
Institución
Resumen
Over the years people are becoming more demanding, making service companies more and more qualified to meet their expectations. This study aims to analyze the satisfaction of the clients of Rudáh Casa de Shows in the city of Palmeira das Missões - RS, through the application of the Net Promoter Score (NPS) tool. The accomplishment of this work occurred through a qualitative-quantitative research, with an online questionnaire, composed of open and closed questions, being sent to clients through social networks, Facebook and WhatsApp, and the sample was 190 customers of the company. From the results obtained in the research, it is possible to verify the House clients’ profile, which is characterized mainly by female, aged between 18 and 24 with no personal income and incomplete higher education level. By using NPS, it was possible to notice that clients are satisfied with the company, although they make improvement considerations on the factors analyzed. This research made possible to present with improvement suggestions to the company, therefore further studies are fundamental to verify whether the company will succeed by applying the marketing strategies presented.