Customer satisfaction and its relationship with a positive NPS

• Autor(a) principal: Santos, Inês Bernardo dos
• Data de Publicação: 2018
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/17246
• topic: Customer; Satisfaction; Loyalty; NPS; Net Promoter Score; Customer experience; Retail strategies; Recommendation; Marketing; Satisfação do consumidor; Elaboração de projetos; Estratégias; Avaliação; Performance; Trabalho de projeto

This thesis, which follows the structure of an in-company project, was developed based on problems observed in the stores of EDP company. With the decline of customer traffic in the physical stores and with the increase in the use of the Net Promoter Score indicator, there was a need to better understand the customer profile, what conditions his satisfaction and the reasons that lead to visit a physical store of EDP, relating all these aspects with the NPS indicator. To formulate the project, a study was developed based on direct observations in certain stores, answers to questionnaires and registration in evaluation tables, based on two analyses with different objectives. A first analysis aimed at evaluating the team and its performance as a whole and another in which the main focus was the assistants with good and bad NPS value. With the observations made, the main conclusions drawn are related to the factors that influence customer satisfaction, which are directly related to the store experience and the way he is handled throughout the attendance. Thus, with the main factors identified, it was possible to define a set of strategies based on three distinct pillars, which are the reformulation of the teams, training and improvement of store strategies and experience. The implementation of these actions in EDP stores, and later in other contact channels, will maximize customer satisfaction and, consequently, improve the company's NPS indicator.