PROJECT OVERVIEW

Global 2016-2017 Customer satisfaction and profile survey. Using a survey methodology of stratified random sampling by clusters to understand the characteristics, user habits, general satisfaction with different service attributes and client demands. For the User´s Perceived Quality Index calculation we followed the SERVQUAL model. Obtaining other quality indicators such as the Net Promoter Score or the general service satisfaction. A balanced scorecard was created for representation of survey results with cross and filter variables.