Análise da satisfação dos clientes na ATM corretora de seguros em Sarandi/RS

Abstract

It is of paramount importance for companies to periodically assess the satisfaction of their customers with the service provided by them. So that, through this, organizations will recognize satisfactory points that can be improved and identify possible changes to be made. This study aimed to analyze the level of customer satisfaction of the ATM Corretora de Seguros in Sarandi -RS. For this study, a research with a quantitative approach of a descriptive nature was carried out, through a structured questionnaire composed of 25 closed questions and 2 opens questions, based on the 7 Ps of Service Marketing, that is, product, price, place, promotion, processes, people and physical environment. The survey was carried out online with 100 customers of the company in question. After tabulating the data, they were analyzed and interpreted through analysis of frequency, mean and standard deviation, in order to identify customer satisfaction with the 7 variables, and also which of them best satisfied the customer. Then, it appears that the survey respondents were mostly satisfied with the variables of Square Physical Environment and Processes, which were the ones that stood out the most in terms of their average, while Price had the lowest average. It is concluded that the level of customer satisfaction is 4.52, and this result is the general average obtained by analyzing the 7 Ps. Regarding the Net Promoter Score, the company obtained a high rate of 93%, which indicates that in addition to customers having a satisfactory experience, they recommend it to friends and colleagues.