Modelo de retroalimentação do processo de projeto a partir de informações sobre satisfação de clientes

Abstract

Some buiding developers, in order to have a feedback of their projects, have used collected data in client satisfaction evaluations. However, such data are rarely used in a systematic way for feeding back the management of new projects. The literature points out the importance of an effective feedback from those evaluations, so that designers can generate more value for the final client. The objective of this research work is to propose a theoretical model for processing data collected in client satisfaction evaluations, with the aim of improving the effectiveness of the feedback into the design process. This investigation had a qualitative character, and was divided into main stages: analysis of tools, adaptation of tools, model testing, and model practical application.