Citas bibligráficas
Fretel, L., Neira, M. (2025). Propuesta de mejora en la experiencia del cliente de la Financiera A [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683869
Fretel, L., Neira, M. Propuesta de mejora en la experiencia del cliente de la Financiera A [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2025. http://hdl.handle.net/10757/683869
@misc{renati/1300879,
title = "Propuesta de mejora en la experiencia del cliente de la Financiera A",
author = "Neira Garcia, Mery Milagros",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2025"
}
The main objective of this research work is to propose an improvement proposal for the problem of the A Financial Company, which is the inadequate attention that affects the customer experience. The applied study methodology is qualitative and management tools, review of company reports, risk rating agency reports, research articles, and bibliographic review have been used. Through the analysis, it was possible to identify that the three main causes of the problem are: lack of constant training, lack of technological tools that allow real-time monitoring of the NPS, lack of an integrated attention system. The study concludes that a training plan must be implemented to enhance the skills and competencies of employees with the aim of improving the customer experience and an investment amount of S/. 100,000.00 soles is required and would be recovered in the first month. It is shown that it is a viable project and adds value to the company.
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