Indicadores que contribuem para os níveis de satisfação e fidelização de clientes em uma empresa inserida no setor de serviços na construção civil

Abstract

This article aimed to explore the indicators of satisfaction and loyalty in a company specialized in earthmoving, located in the city of Ernestina. To achieve this purpose, exploratory and qualitative research was carried out, through interviews carried out with eight customers of the aforementioned company. The interviews were duly recorded and later transcribed for analysis. The main indicators include the service and efficiency of the organization's professionals, the relationship between price and quality, the exchange of ideas, the use of the area and the commitment of the team. The vast majority of interviewees expressed detailed opinions regarding the services provided, but it is also understood that there is a need for improvements in understanding based on the points highlighted. Therefore, it was suggested that the company improve its marketing strategies and make investments in machinery and staff, considering the high demand and possible delays in customer transactions.