{"id":3333,"date":"2020-09-11T18:30:44","date_gmt":"2020-09-11T16:30:44","guid":{"rendered":"https:\/\/together-webzine.haulotte.com\/css-2019-um-barometro-para-entender-melhor-as-expectativas-de-nossos-clientes\/"},"modified":"2021-01-12T16:49:44","modified_gmt":"2021-01-12T14:49:44","slug":"css-2019-um-barometro-para-entender-melhor-as-expectativas-de-nossos-clientes","status":"publish","type":"post","link":"https:\/\/dev.refonte.together-webzine.haulotte.com\/pt-br\/arquivos-5_br\/css-2019-um-barometro-para-entender-melhor-as-expectativas-de-nossos-clientes\/","title":{"rendered":"CSS 2019: um bar\u00f4metro para entender melhor as expectativas de nossos clientes"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3333\" class=\"elementor elementor-3333 elementor-788\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-7985725 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7985725\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_opacity_effect&quot;:&quot;yes&quot;,&quot;motion_fx_opacity_direction&quot;:&quot;in-out&quot;,&quot;motion_fx_opacity_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:31,&quot;end&quot;:52}},&quot;motion_fx_scale_effect&quot;:&quot;yes&quot;,&quot;motion_fx_range&quot;:&quot;viewport&quot;,&quot;motion_fx_opacity_level&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:10,&quot;sizes&quot;:[]},&quot;motion_fx_scale_direction&quot;:&quot;out-in&quot;,&quot;motion_fx_scale_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:4,&quot;sizes&quot;:[]},&quot;motion_fx_scale_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:20,&quot;end&quot;:80}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7d4c1459\" data-id=\"7d4c1459\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-10b296c3 elementor-widget elementor-widget-theme-post-featured-image elementor-widget-image\" data-id=\"10b296c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-featured-image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"563\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1024x721.jpg\" class=\"attachment-large size-large wp-image-5757\" alt=\"\" srcset=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1024x721.jpg 1024w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-300x211.jpg 300w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-768x541.jpg 768w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1536x1082.jpg 1536w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1320x930.jpg 1320w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css.jpg 2024w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-3cb84a8f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3cb84a8f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-602a577b\" data-id=\"602a577b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-59e2b5ff elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"59e2b5ff\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-45250525\" data-id=\"45250525\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8449b59 elementor-widget elementor-widget-image\" data-id=\"8449b59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1\" height=\"1\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/picto-orange.svg\" class=\"attachment-large size-large wp-image-1111\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-fdeb96c\" data-id=\"fdeb96c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-700523f6 elementor-widget elementor-widget-theme-post-title elementor-page-title elementor-widget-heading\" data-id=\"700523f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">CSS 2019: um bar\u00f4metro para entender melhor as expectativas de nossos clientes<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dcc8247 elementor-widget elementor-widget-text-editor\" data-id=\"dcc8247\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><strong>Em outubro de 2019, conclu\u00edmos nossos quarto estudo de satisfa\u00e7\u00e3o do cliente:<\/strong> um estudo barom\u00e9trico que renovamos a cada 3 anos. Esta nova edi\u00e7\u00e3o destacou \u00e1reas a serem melhoradas e planos de a\u00e7\u00e3o a serem adotados para aumentar a satisfa\u00e7\u00e3o de nossos clientes.<\/h3>\n<p>Realizamos essa pesquisa com um painel representativo de nossos clientes, seja em termos de distribui\u00e7\u00e3o geogr\u00e1fica ou volume de neg\u00f3cios nos \u00faltimos 3 anos, incluindo nossos principais clientes em cada filial. <strong>No total, obtivemos a taxa de resposta muito boa de 45%. <\/strong>62% dos entrevistados v\u00eam da Europa, 17% da \u00c1sia-Pac\u00edfico e 21% das Am\u00e9ricas, com um claro aumento no n\u00famero de participantes na Am\u00e9rica do Norte e na \u00c1sia.<\/p>\n<p><strong>Resultados positivos<\/strong><\/p>\n<p>A pesquisa mostra que estamos em uma <strong>boa din\u00e2mica de melhoria<\/strong>. De fato, obtivemos uma <strong>pontua\u00e7\u00e3o geral de satisfa\u00e7\u00e3o 7,85 de 10 (em compara\u00e7\u00e3o com 7,69 em 2016)<\/strong>, em constante melhoria desde a primeira onda realizada em 2010. <strong>Vemos um aumento acentuado na porcentagem de clientes &#8220;muito satisfeitos&#8221;<\/strong>: +8,4 pontos em rela\u00e7\u00e3o a 2016, o que \u00e9 explicado principalmente pela convers\u00e3o dos chamados clientes &#8220;satisfeitos&#8221; em &#8220;muito satisfeitos&#8221;. Fortalecemos fidelidade deles gra\u00e7as \u00e0 qualidade de nossos produtos, equipes e solu\u00e7\u00f5es.<\/p>\n<p><strong>No entanto, essa melhoria acentuada pode ser relativizada, j\u00e1 que nossos concorrentes tamb\u00e9m progrediram no geral.<\/strong><\/p>\n<p>A pesquisa se concentrou em quatro temas:<\/p>\n<ul>\n<li><strong>A imagem da Haulotte:<\/strong> est\u00e1 mais frequentemente associada a &#8220;um fabricante com quem se pode trabalhar com confian\u00e7a ou transpar\u00eancia, fornecendo produtos ou servi\u00e7os adaptados \u00e0s necessidades, um fabricante de m\u00e1quinas de qualidade&#8221;.<\/li>\n<li><strong>A rela\u00e7\u00e3o comercial<\/strong>: a aten\u00e7\u00e3o ou compreens\u00e3o das necessidades, a frequ\u00eancia ou regularidade dos contatos e a profundidade da linha de produtos oferecidos s\u00e3o bastante boas.<\/li>\n<li><strong>Os produtos Haulotte<\/strong>: a satisfa\u00e7\u00e3o \u00e9 muito boa no que diz respeito ao cumprimento do pedido, aos documentos enviados e \u00e0 qualidade das m\u00e1quinas recebidas, mas h\u00e1 insatisfa\u00e7\u00f5es com rela\u00e7\u00e3o aos prazos de entrega e \u00e0s orienta\u00e7\u00f5es ou explica\u00e7\u00f5es fornecidas durante a entrega. Por outro lado, nada menos que 55% dos clientes pensam que a qualidade das m\u00e1quinas Haulotte e sua confiabilidade melhoraram nos \u00faltimos 3 anos. Uma melhoria muito clara merece destaque na qualidade das m\u00e1quinas e sua confiabilidade, mais de 55% dos clientes salientaram isso.<\/li>\n<li><strong>Suporte t\u00e9cnico<\/strong>: durante a pesquisa, o contexto econ\u00f4mico positivo criou uma forte press\u00e3o sobre o atendimento: as m\u00e1quinas dos nossos clientes estavam constantemente em atividade, a exig\u00eancia sobre o atendimento foi maior. A experi\u00eancia t\u00e9cnica e a qualidade das informa\u00e7\u00f5es s\u00e3o consideradas satisfat\u00f3rias, e a \u00e1rea a ser melhorada acima de tudo foi facilidade e rapidez da interven\u00e7\u00e3o.<\/li>\n<\/ul>\n<p>Com base nesses resultados, as prioridades de a\u00e7\u00e3o para melhorar a satisfa\u00e7\u00e3o do cliente s\u00e3o essencialmente orientadas para o atendimento:<\/p>\n<ul>\n<li>Assist\u00eancia t\u00e9cnica: melhorar a facilidade e velocidade de acesso e os conhecimentos t\u00e9cnicos.<\/li>\n<li>Interven\u00e7\u00e3o t\u00e9cnica: otimizar a qualidade das interven\u00e7\u00f5es t\u00e9cnicas.<\/li>\n<li>Entrega da m\u00e1quina: refor\u00e7ar as orienta\u00e7\u00f5es e explica\u00e7\u00f5es fornecidas quando a m\u00e1quina \u00e9 entregue e respeitar as datas de entrega.<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-170a2c9f elementor-widget elementor-widget-post-navigation\" data-id=\"170a2c9f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-navigation.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation\">\n\t\t\t<div class=\"elementor-post-navigation__prev elementor-post-navigation__link\">\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"elementor-post-navigation__next elementor-post-navigation__link\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-1415ca0d\" data-id=\"1415ca0d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-34898f41 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"34898f41\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7d05cf50\" data-id=\"7d05cf50\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7faf2fca elementor-widget elementor-widget-image\" data-id=\"7faf2fca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1\" height=\"1\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/picto-orange.svg\" class=\"attachment-large size-large wp-image-1111\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-428e09d6\" data-id=\"428e09d6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6d678ff3 elementor-widget elementor-widget-heading\" data-id=\"6d678ff3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Leia tamb\u00e9m<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<script>\n\t\t\t\t(function($) {\n                    \"use strict\";\n\n                    var target = $('.elementor-element-3cb84a8f');\n\n                    \n                    var EaelParallaxElement = {\n\n\t\t\t\t\t\tinit: function() {\n\t\t\t\t\t\t\telementorFrontend.hooks.addAction('frontend\/element_ready\/global', EaelParallaxElement.initWidget);\n\t\t\t\t\t\t},\n                        responsiveParallax: function(){\n                            var android = 1,\n                                ios = 1;\n                            switch( true || 1 ){\n                                case android && ios:\n                                    return \/iPad|iPhone|iPod|Android\/;\n                                    break;\n                                case android && ! ios:\n                                    return \/Android\/;\n                                    break;\n                                case ! android && ios:\n                                    return \/iPad|iPhone|iPod\/;\n                                    break;\n                                case ( ! android && ! ios ):\n                                    return null;\n                            }\n                        },\n\t\t\t\t\t\tinitWidget: function( $scope ) {\n\n\t\t\t\t\t\t\ttarget.jarallax({\n\t\t\t\t\t\t\t\ttype: 'scroll-opacity',\n\t\t\t\t\t\t\t\tspeed: 1.3,\n\t\t\t\t\t\t\t\tkeepImg: true,\n                                disableParallax: EaelParallaxElement.responsiveParallax(),\n\t\t\t\t\t\t\t});\n\t\t\t\t\t\t}\n\n\t\t\t\t\t};\n\n\t\t\t\t\t$( window ).on('elementor\/frontend\/init', EaelParallaxElement.init);\n\n                    \t\t\t\t}( jQuery ) );\n\t\t\t<\/script>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-286ccdf0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"286ccdf0\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6437191c\" data-id=\"6437191c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Em outubro de 2019, conclu\u00edmos nossos quarto estudo de satisfa\u00e7\u00e3o do cliente: um estudo barom\u00e9trico que renovamos a cada 3 anos. Esta nova edi\u00e7\u00e3o destacou \u00e1reas a serem melhoradas e planos de a\u00e7\u00e3o a serem adotados para aumentar a satisfa\u00e7\u00e3o de nossos clientes. Realizamos essa pesquisa com um painel representativo de nossos clientes, seja em [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":5757,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"footnotes":""},"categories":[285],"tags":[],"class_list":["post-3333","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-arquivos-5_br"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CSS 2019: um bar\u00f4metro para entender melhor as expectativas de nossos clientes - Together<\/title>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CSS 2019: um bar\u00f4metro para entender melhor as expectativas de nossos clientes - Together\" \/>\n<meta property=\"og:description\" content=\"Em outubro de 2019, conclu\u00edmos nossos quarto estudo de satisfa\u00e7\u00e3o do cliente: um estudo barom\u00e9trico que renovamos a cada 3 anos. Esta nova edi\u00e7\u00e3o destacou \u00e1reas a serem melhoradas e planos de a\u00e7\u00e3o a serem adotados para aumentar a satisfa\u00e7\u00e3o de nossos clientes. 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