Enterprise Rent-a-Car

In: Business and Management

Submitted By Vascoferreira245
Words 489
Pages 2
Question 1
Verificamos que com este inquérito a Enterpise Rent a Car pretende dar continuidade à visão do seu fundador, Jack Taylor, que acreditava que se a empresa tivesse especial atenção em manter uma boa relação com os seus clientes, mantendo-os satisfeitos, os lucros surgiriam naturalmente. O questionário começa com uma questão de escala de satisfação que pretende saber o nível de contentamento geral, dos consumidores, com o serviço, e logo a seguir segue-se uma pergunta de resposta aberta de modo a tentar obter possíveis sugestões de melhoria, sempre na óptica de, no futuro, melhorar a relação Enterprise-Consumidor.
A partir deste ponto conseguimos ver que as perguntas seguintes estão seccionadas de acordo com cada passo que o processo exige. Com isto a empresa, consegue identificar, de melhor forma, qual a causa de insatisfação do cliente, e em que departamento existem pontos a melhorar. Na pergunta 4 temos a ser testado o serviço de atendimento telefónico, e na pergunta 8 temos o empregado que tratou de papelada antes e depois do aluguer. Na pergunta 10 a Enterprise pretende obter informação do mercado e perceber quais os segmentos nele presentes em que está a actuar. As perguntas 12 e 13 dão-lhes uma ideia da dimensão do seu mercado em número de utilizações por cliente, mas é a pergunta 11 que define realmente se o cliente ficou satisfeito ou não com todo o processo. Porque mesmo na pergunta 1, uma pessoa pode ter ficado satisfeita com o serviço mas encontrar um produto melhor na concorrência e por isso nunca mais alugar carros a esta empresa.
Repare-se também que apenas no fim da pergunta 8, e na pergunta 9, são colocadas questões referentes ao estado do carro.
Com este inquérito, está também a ser demonstrado interesse da parte da Enterprise pelos seus clientes, pois estes sabem que a maior parte das vezes que…...

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