Detecting, evaluating and proposing a set of methods to improve quality in information technology services

Abstract

The economic growth of several countries has been positively impacted by the service sector. In particular, the number of companies providing Information Technology (IT) services has expanded. However, it is remarkable the lack of concern to improve customer satisfaction within these companies. Here we present a case study performed in a software development company, aiming to detect and evaluate the customer satisfaction level using Net Promote Score (NPS) and propose an improvement plan. The NPS results revealed: 1) a high percentage (82%) of Passive customers and 2) customer service for technical support and functionality level of the product offered as the most valued aspects. Within those, the excess stock of demands, misuse of resources and excessive processing were identified as major defects. Improvement suggestions were mainly based on ITIL, PMBOK and Agile Methodology, representing potential solutions to promote services provided by software development companies.