Publication: Implementación de mejoras en el journey de reclamos para mejorar satisfacción del cliente - Caja Trujillo 2024
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Date
2024
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Universidad Nacional de Trujillo
Abstract
El siguiente informe de suficiencia laboral tiene como objetivo general implementar las mejoras en el journey de reclamos para mejorar satisfacción del cliente - Caja Trujillo 2024. El problema principal es la insatisfacción por parte de los clientes cuando presentan un reclamo, eso es debido a: Largos tiempos de espera para registrar el reclamo, falta de empatía en la atención, falta de seguimiento en el proceso de reclamo, altas derivaciones a otras unidades internas, tiempos prolongados de atención de reclamos y poca claridad en la respuesta final. Los resultados obtenidos indicaron que la satisfacción del cliente el nivel bueno pasó de 30% a 58.33% incrementado en 28.33%; el nivel regular pasó de 40.83% a 30.83% disminuyendo un 10% y el nivel malo pasó de 29.17% a 10.83% disminuyendo un 18.33%. Se concluyó que la implementación de las mejoras en el journey de reclamos logró mejorar la satisfacción del cliente en la Caja Trujillo el nivel bueno pasó de 30% a 28.33% teniendo una mejora significativa en la satisfacción del cliente.
ABSTRACT The following labor sufficiency report has the general objective of implementing improvements in the claims journey to improve customer satisfaction - Caja Trujillo 2024. The main problem is dissatisfaction on the part of customers when they file a claim, this is due to: Long waiting times to register the claim, lack of empathy in care, lack of follow-up in the claim process, high referrals to other internal units, long claims handling times and little clarity in the final response. The results obtained indicated that customer satisfaction at the good level went from 30% to 58.33%, increasing by 28.33%; the regular level went from 40.83% to 30.83% decreasing by 10% and the bad level went from 29.17% to 10.83% decreasing by 18.33%. It was concluded that the implementation of improvements in the claims journey managed to improve customer satisfaction at Caja Trujillo, the good level went from 30% to 28.33%, having a significant improvement in customer satisfaction.
ABSTRACT The following labor sufficiency report has the general objective of implementing improvements in the claims journey to improve customer satisfaction - Caja Trujillo 2024. The main problem is dissatisfaction on the part of customers when they file a claim, this is due to: Long waiting times to register the claim, lack of empathy in care, lack of follow-up in the claim process, high referrals to other internal units, long claims handling times and little clarity in the final response. The results obtained indicated that customer satisfaction at the good level went from 30% to 58.33%, increasing by 28.33%; the regular level went from 40.83% to 30.83% decreasing by 10% and the bad level went from 29.17% to 10.83% decreasing by 18.33%. It was concluded that the implementation of improvements in the claims journey managed to improve customer satisfaction at Caja Trujillo, the good level went from 30% to 28.33%, having a significant improvement in customer satisfaction.
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Keywords
Satisfacción del cliente, Journey de reclamos, Desempeño laboral