Índice NPS : Um estudo de caso em uma empresa de telecomunicações

Abstract

The high competitiveness in the business and the search for market differentiation makes organizations seek the purpose of creating strategies capable of retaining and retaining consumers. With this in mind, it is essential to measure the degree of buyer satisfaction and make employees feel responsible for the customer experience. Thus, this work aims to analyze the service of an institution that provides telecommunications services to more than 360 cities, headquartered in the state of Ceará, through the Net Promoter Score (NPS) method. As methodological procedures, the research is classified according to its nature, being applied. From the point of view of technical procedures, regarding the means, it is classified as an exploratory research, with a qualitative approach. The data collected were from January 2021 to May 2021, where there was already a storage of this data by the NPX and Huggy platform. Although the service provider has shown high growth, it has been facing problems with dissatisfied customers. Thus, a monitoring was carried out through the responses of the satisfaction survey through the telephone and the Huggy digital service platform. The company was already conducting this research, but it did not use the ratings of detracting customers to find out what were the causes of the low grades. The results showed that the entity's main problem was related to the level of service provided to consumers. From this, action plans were proposed with the aim of improving the NPS index.