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Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results

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Resumo:The purpose of this project is build and improve dashboards related to customer experience data (CX) in Public Administration. CX is crucial for organization’s success in today's competitive market because it directly influences user’s satisfaction, loyalty and overall organization’s performance. In the context of public administration, a positive user's experience increases citizen’s satisfaction and trust in government institutions. Keep monitoring and improving this experience make the institutions improve the quality and efficiency of services. To measure that performance, dashboards are an increasingly used tool to visualize customer experience (CX) data however they should be well designed according to the rules and techniques of data visualization. It is also important that dashboards fill the needs of different stakeholders who will extract insights and improve the customer-company relationship, for instance marketing or Quality Insurance departments. In this away, it is expected that the results can be presented more clearly and can drive better decision-making and strategies that are more focused on customers.
Autores principais:Marques, Jorge Miguel Belo
Assunto:Data visualization BECX Customer experience Dashboard design Performance measurement Decision-making SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure
Ano:2025
País:Portugal
Tipo de documento:dissertação de mestrado
Tipo de acesso:acesso aberto
Instituição associada:Universidade Nova de Lisboa
Idioma:inglês
Origem:Repositório Institucional da UNL

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