Verificação da satisfação de clientes da lanchonete UFGD+saúde em relação à qualidade de lanches e sucos

Abstract

The objective of this study was to verify the degree of customer satisfaction of the Lanchonete Escola UFGD + Saúde in relation to the supply of snacks and juices, aiming to provide elements for the process of continuous improvement. A case study, exploratory, characterized by data collection regarding customer satisfaction, regarding the quality of snacks and juices marketed in the school cafeteria UFGD + Health followed by qualitative and quantitative analysis on the degree of customer satisfaction and main problems detected, which could affect fidelity. A questionnaire was elaborated based on the Net Promoter Score method and, in addition, two open questions were included, contemplating the following questions: "what do you think is the best" and "what do you think is the worst" . Based on the results regarding snacks, it was possible to notice that 2.85% can be considered Detractors; 42.85% Neutral and 54.3% Promoters. The results referring to sucos indicated that 0% can be considered Detractors; 17.9% Neutral and 82.1% Promoters. The open questions, additional to the "Final Question" were relevant to not only verify customer satisfaction but also to identify quality control failures. In conclusion, the NPS Method, added with open questions, proved to be effective in measuring the satisfaction of clients, in the object of this study, and may be recommended for replication in similar studies.