User perception, a Compass in Continuous Improvement

Abstract

The objectives of every organization lie in satisfying certain needs of the targeted public in an efficient and effective way. In this sense, the user perception on the provided services or products constitutes a compass for the continuous improvement of commercial activity. The purpose of this investigation was to know customers opinions about the data transmission and Internet service through ADSL provided by ETECSA. The use of the SPSS system for the validation and consolidation of the applied surveys helped to know and ratify, in a short time, the satisfaction level of the interviewed clients.