Análise temporal da evolução das pesquisas sobre satisfação de clientes

Abstract

In Brazil, the real estate market is quite heated, so there is a growing competitiveness in this sector. For this, builders are increasingly looking to know your customers and find out what else adds value in an enterprise. Thus, they can improve their products, projects and improve the quality of its products. For this purpose, satisfaction surveys post-occupation in housing were performed during the years 2003, 2005, 2007, 2009 and 2011, totaling 19 projects in a large construction company in Ceará. This article aims to analyze temporally as levels of satisfaction and importance given by customers evolved, seeking to discern the effectiveness of research and behavior of construction in relation to the translation of results measures to add value to the product search to satisfy each again the client. The main results have been items that were considered more critical over the years, namely, that appeared as more complaints from customers: Loyalty to deadlines and commitments on the part of the construction, noise level, safety of the condominium; Lifts ; sentry-box, finishing doors, and, distribution and size of the kitchen / service area. Continuing the analysis, there were items that were not critical in the early polls, but came to be the last as well as items that were problematic in the beginning of the period, but in the end no longer appeared as such, indicating improvements by the construction and possible contributions of this satisfaction survey process. It emphasizes the coherence of research regarding the behavior of the company studied the recognition of the problems listed in the research and how to act in an attempt to solve them.