A busca pela satisfação do cliente: reflexões sobre as aplicações e limitações da ferramenta Net Promoter Score

Abstract

To satisfy the customer is the most effective way to promote their loyalty. For a reason company increasingly seek to invest in strategies that lead to achieve satisfaction in order to strengthen the relationship with the customers, largely seeking improvements aimed at ensuring its leading front of your competitors. Several studies support the thesis that the company survive at the market, it needs to promote customer satisfaction by delivering not only quality on their goods and services, but to go further and win loyalty by fully promoting customer satisfaction. However, to accomplish this objective many authors says that is necessary a constant evaluation of customer’s needs and a commitment to customer satisfaction so that their expectation are met or exceeded. This study aimed to reflect on the importance of winning the satisfaction and retention of customer and analyze more fully the benefits and limitations of the satisfaction survey methodology called Net Promoter Score (NPS) as a very useful tool in search the promotion of customer’s satisfaction.