Estudo de caso sobre um modelo de pesquisa de satisfação dos clientes e perfil dos usuários

Abstract

Surveys intended to investigate client’s preferences are a means to understand what they value and in turn to develop better housing projects. Based on that, the authors present a research project carried out by GERCON-UFC researchers, in which they have developed a method to to investigate client’s preferences. The method was used to survey clients of a major construction company based in Fortaleza-CE, in three different years. The use of the method in different points in time allowed researchers to keep track of the changes the survey results and analysis sparkled in the company’s new projects. Also, it allowed the researchers to follow the changes implemented to eliminate problems. The research project had two main phases: research design, and data collection and analysis. During the analysis phase a group of tools was used to make sense of the data gathered: analysis of the clients’ profile, average levels of satisfaction in different items, importance vs. satisfaction levels analysis, positive and negative items as indicated by clients, critical items, amongst others. The method was used to survey the company’s clients in 2003, 2005, and 2007 and the company is satisfied with the results provided by the method.