Evaluación ex post de los resultados del programa Service Quality Institute en el servicio al cliente ofrecido en VERIS.

Abstract

Customer service has become one of the most important factors in order to become loyal to its customers and grow in the market. If this factor is not met, a company will get dissatisfied customers and they will not return to the company since it is known that customers are the engine of a company. Customers are those who demand a quality service and make the companies look for to be more competitive and use effective tools to be able to satisfy the needs of the clients. This study aimed to evaluate the results of the Service Quality Institute program in the customer service offered at Veris. A descriptive methodology was used, analyzing the data of the collaborators' surveys plus the IPN obtained in the medical centers from 2014 to 2017. Over the years, the significant change in customer satisfaction at the national level has reached almost 90% of satisfaction in the net promoter index, which concludes the program has been a success and will improve day by day with the SQI programs.