Medindo a satisfação do cliente em uma oficina de funilaria e pintura

Abstract

This study adressesthe importance of satisfaction of client in one workshop in body shop it is paint automotive. Satisfied customers tend to return and recommend the company, increasing reputation and loyalty. Customer loyalty is more economical than attracting new customers and is achieved with quality service, high standard products and services and mutual trust. The study analyzes the relationship between customer satisfaction, loyalty and reputation in a body shop in Lagoa Vermelha. Furthermore, areas for improvement andpositive points were identified. Promotions, facade, waiting room and communication need to be improved. On the other hand, the quality of service, customer service, payment methods, general services and the company's reputation are aspects that are well evaluated. It is recommended to maintain and improve these points to ensure continued satisfaction and positive recommendation from customers, as discussed in the detailed analysis.