Análise da satisfação do cliente em uma empresa de equipamentos médico hospitalares sob a perspectiva do pós venda
Data
2023-12-09
Autores
D'Elia, Bruna Angela 
Orientadores
João-Roland, Iraci de Souza
Tipo
Trabalho de conclusão de curso
Título da Revista
ISSN da Revista
Título de Volume
Resumo
Este artigo consiste na análise de dados do Net Promoter Score (NPS) de uma empresa multinacional de equipamentos médico hospitalares. O seu propósito principal foi avaliar a qualidade do atendimento ao cliente, com foco nas operações de pós-venda. Para alcançar esse objetivo, a pesquisa identificou as principais causas de insatisfação entre os clientes e examinou a viabilidade de aplicar métodos e ferramentas da qualidade para aprimorar o serviço prestado. Ao longo do período de janeiro de 2019 a agosto de 2022, foram coletadas um total de 4.364 respostas de pesquisas de satisfação. A partir deste amplo conjunto de dados, uma amostra de 311 casos foi selecionada para uma análise mais detalhada, utilizando a análise de conteúdo. Os resultados revelaram que questões relacionadas ao diagnóstico e resolução de problemas nos equipamentos, bem como a eficácia da comunicação entre o cliente e a empresa, emergem como os fatores mais influentes na satisfação dos clientes
dentro deste setor. Foram observados a necessidade de melhoria da qualidade do atendimento ao cliente, com especial atenção à resolução eficiente de problemas e aprimoramento da comunicação, tanto internamente como com os clientes. A implementação de práticas e ferramentas de qualidade pode ser uma estratégia importante para otimizar a experiência do cliente e aumentar o desempenho da empresa no que diz respeito à satisfação do cliente.
This article consists of the analysis of data from the Net Promoter Score (NPS) of a multinational company in the medical equipment industry. Its main purpose was to evaluate the quality of customer service, focusing on post-sales operations. To achieve this goal, the research identified the main causes of dissatisfaction among customers and examined the feasibility of applying quality methods and tools to enhance the service provided. Over the period from January 2019 to August 2022, a total of 4,364 satisfaction survey responses were collected. From this extensive dataset, a sample of 311 cases was selected for a more detailed analysis, using content analysis. The results revealed that issues related to diagnosing and solving equipment problems, as well as the effectiveness of communication between the customer and the company, emerged as the most influential factors in customer satisfaction within this sector. There was a recognized need to improve the quality of customer service, with particular attention to efficient problem resolution and enhancement of communication, both internally and with customers. The implementation of quality practices and tools can be an important strategy to optimize the customer experience and enhance the company's performance regarding customer satisfaction.
This article consists of the analysis of data from the Net Promoter Score (NPS) of a multinational company in the medical equipment industry. Its main purpose was to evaluate the quality of customer service, focusing on post-sales operations. To achieve this goal, the research identified the main causes of dissatisfaction among customers and examined the feasibility of applying quality methods and tools to enhance the service provided. Over the period from January 2019 to August 2022, a total of 4,364 satisfaction survey responses were collected. From this extensive dataset, a sample of 311 cases was selected for a more detailed analysis, using content analysis. The results revealed that issues related to diagnosing and solving equipment problems, as well as the effectiveness of communication between the customer and the company, emerged as the most influential factors in customer satisfaction within this sector. There was a recognized need to improve the quality of customer service, with particular attention to efficient problem resolution and enhancement of communication, both internally and with customers. The implementation of quality practices and tools can be an important strategy to optimize the customer experience and enhance the company's performance regarding customer satisfaction.