Evaluación de la Calidad de la Gestión del Servicio de Atención al cliente en CNEL EP Unidad El Oro

Abstract

The study focuses on the National Electricity Corporation (CNEL-EP) in Ecuador, a crucial entity in the distribution of electrical energy. The notable increase in technical and commercial complaints reflects dissatisfaction in customer service in the El Oro Business Unit of CNEL-EP. The objective is to evaluate the quality of customer service management in this unit and propose improvements. The methodology combines data analysis from reports, documents and a performance self-assessment survey. The population of interest is the 45 employees in the customer service area. The results show that the majority of commercial complaints are accepted and resolved, generating satisfaction. In technical complaints, efficiency is high, although the need to improve communication about unaccepted complaints is highlighted. The self-assessment survey reveals a positive perception in terms of quality, productivity and proactive attitude of the staff. The importance of maintaining these levels and continually improving is emphasized. In conclusion, areas of improvement in time management and customer satisfaction are highlighted, with the potential to positively impact the quality of electrical services in Ecuador.