Abstract:

Since 1999, EP-Escritorio de Pesquisa Eugenia Paesani has been working jointly with NET on a project for continuous evaluation of company performance - according to the clients' perception - aiming at the improvement of services rendered by Net and client loyalty solidification. Along the last years circa 30,000 interviews were held, distributed among nine Brazilian states. A very enriching factor in this project was the full integration between EP and NET, from the initial phase, resulting in highly productive work dynamics for both sides.