Global client satisfaction based on primary data TDGI

João Daniel Dias Corvo (Student)

Student thesis: Master's Thesis

Abstract

This paper aims to help characterize TDGI global customer satisfaction, supported by primary data. The research was intended to address the limitations and biases that exist in the procedures that the company followed. It will help create new methodologies to measure and analyse customer satisfaction through primary data. The research took a qualitative approach to analysing primary data sourced from interviews and surveys. A thematic analysis was used to help understand what the major factors impacting customer satisfaction were and how they were rated. From the acquired data it was found that overall, the clients were satisfied with the services they were provided. Important themes, such as the clients’ relationships with the TDGI representatives and the team’s technical expertise, formed the basis for the high satisfaction level. Other factors which were pointed out as in need of some improvements included the firm’s proactivity level and its ability to control subcontracted external service providers. The findings from this paper imply that TDGI is doing well in satisfying its customers. The firm should continue striving to maintain the high quality of its services, and it can do so by recognizing the themes that were the most praised and taking measures to continue this way. On the other hand, the firm should also work on addressing the improvement points that were shared during the making of this paper. This process should be repeated occasionally to allow a constant monitoring of satisfaction.