Atendimento digital: avaliação da satisfação dos clientes durante a pandemia covid-19

Abstract

In December 2019 the outbreak of COVID-19 began, a disease that proved to be stronger than the others in the same group of viruses. Government and health authorities have determined social isolation with lockdown in many locations to slow down the accelerated contagion and the consequent breakdown of the hospital system. Faced with this scenario, companies had to adapt themselves, looking mainly for digital ways to serve their customers. Thus, the present study has the general objective of analyzing customer satisfaction with service through digital channels, with the object of study being the Ceará’s energy distributor, whose choice is justified by the importance of the service provided and by the size of the its customer portfolio. To meet the established objective, an online survey was conducted with residents of Fortaleza-CE who used at least one of the company's digital service platforms during the pandemic, namely: WhatsApp, smartphone application and the company's website. The results show that customers are satisfied with the digital service, with regard to the responsiveness and availability of the platforms, their reliability and comfort for the convenience they provide. However, two points of attention were verified that can lead to customer dissatisfaction: the insufficient amount of services available on the platforms and the unavailability due to technical problems.