A jornada do cliente: soluções que promovam o diferencial competitivo na Viação Ouro e Prata

Abstract

Being able to focus and qualify the processes that involve all stages of the customer journey has been a challenge and at the same time a competitive advantage for companies. In road passenger transport, which has an intangible predominance in service production processes, it has not been different. To know where to focus and what to qualify, road passenger transport companies have invested in research to better understand the customer experience, and based on this information, promote improvements in the production of services and make the operation more robust and competitive. Based on this context, this application project aims to improve the customer journey of the company Viação Ouro e Prata, proposing solutions that strengthen and qualify the provision of its services. To enable this purpose and solve the problem of this project, which would be to identify which improvements should be taken in the journey of the customer of the company Viação Ouro e Prata, the empirical knowledge of those involved in the project was used as a basis, as they work in the company focus this study and mainly for decision-making, in addition to information from the NPS survey and benchmarking, which made it possible to base and highlight the quality requirements that are part of the customer journey and that must be improved. In this way, as a result, it was identified that the quality requirements to be improved are the punctuality of the trip, the cleaning of the bathroom and the internal cleaning of the bus, and as a result, in relation to the proposed solution of the project, an action plan was established to improvement of twelve events that are linked to these requirements. Improvements that will be applied on the Porto Alegre-RS x Santarém-PA line.