Projeto de melhoria em uma empresa do setor imobiliário

Abstract

Obtaining mortgage credit is a significant milestone in the lives of many individuals, and customer satisfaction in this process is fundamental to the reputation and success of real estate credit consultancies. In this sense, the present work proposed to implement an improvement project in the company studied, a mortgage credit consultancy, focused on analyzing and correcting problems related to credit issuance deadlines, aiming to increase the level of customer satisfaction. To achieve the objectives, qualitative and quantitative research was conducted, analyzing customer comments using the NPS survey, a metric that measures customer loyalty and their willingness to recommend the company, and data on issuance deadlines. The methodology included the compilation of NPS data and interviews with customers of the company studied in 2023. The Ishikawa Diagram was used to identify causes of dissatisfaction and a scatter plot to evaluate the correlation between credit issuance time and satisfaction of customers. Subsequently, the 5W2H methodology was applied to structure and detail an action plan to propose improvements. The results pointed to a strong relationship between communication failures, errors in checking documents and typing errors with customer dissatisfaction, highlighting significant problems in the company's internal processes. The NPS survey, carried out with 1,346 respondents, identified 7 detracting notes, among these, 5 added comments that allowed a deeper analysis of the causes of dissatisfaction. Furthermore, the linear correlation analysis between issuance deadlines and detractor ratings resulted in a coefficient of 0.0243, indicating a weak correlation between these variables and suggesting that factors such as communication and process failures have a greater influence on customers' negative perception. than the issuance deadlines. This analysis indicates that the quality of customer service and the efficiency of processes are fundamental to customer satisfaction, with an emphasis on employee training, improving credit issuance processes, establishing transparent and effective communication and investing in task management systems and cost simulators for the client. This work provided valuable points of improvement for the analyzed company to improve its operations and, by extension, contribute to the development of the mortgage credit advisory sector.