Implantação da metodologia net promoter score em uma microempresa.

Abstract

With highly competitive in today's market, organizations seek to retain their customers, seeking to understand the needs and wants of their consumers in order to establish lasting relationships through Relationship Marketing tools. The objective of this report is to analyze the contributions that the application of the Net Promoter Score methodology brought to Be. Branding by Design with regard to improvements in their relationship management process with their customers, and to describe the activities carried out during the stage, to then be able to present the NPS deployment steps in the company and identify the necessary improvements in the provision of services based on the information generated by the tool and, finally, assessing the strategies used from the results obtained by NPS. The methodology used was an exploratory and descriptive research, carried out based on field research, using tools such as the virtual questionnaire, informal interview (open), document analysis, participant observation and triangulation with quantitative and qualitative approach. Through data analysis we found the importance of the implementation of the NPS methodology in the company, highlighting what are the main strengths and the weak points that should be improved in customer perception. Meet customer expectations and meet all the deadlines are the great challenges of Be. As a result, the report presents the contributions that NPS brought to the company, such as measure and monitor customer satisfaction level, understand their perception of the company, identifying what needs to be improved in their processes for so, meet the expectations and needs of customers. In general, NPS aims to create lasting relationships and to facilitate the process of after-sales, as a marketing tool in an objective and consistent relationship with the reality of Be. and their customers in a context of relationship Business-to-Business (B2B), and know their results and the actual performance index by customer perception, it allows the company to create strategic actions to improve its management relationship as well as internal and external processes, thus creating a competitive advantage.