ANÁLISE DA PESQUISA TRACKING DE SATISFAÇÃO DOS CLIENTES DA INGRESSO.COM NA EMPRESA CINEMATOGRÁFICA X

Abstract

The main purpose of this article is to analyze the tracking research (monitoring) of customer satisfaction of ingresso.com the film company X, located on the east side of the São Paulo capital. To achieve this goal we use a calculation to measure satisfaction, called the Net Promoter Score (NPS). The materials analyzed were collected from February / 19 to September / 19, in presenting a sample of 163 customers. Through the data collected it is concluded that customer satisfaction is in accordance with the established by the management of the company. The number of promoters is high, showing that the company has, in a certain way, a good relationship with customers and is well respected in the market. However, we suggest that attention should also be directed to detractors, which, although low, may point important caveats to improve the company's services can return and even bring new potential customers.