Plan de mejora para belcorp: Optimización de la experiencia de las consultoras mediante el análisis de información

Abstract

This report describes the development of the professional internship carried out in the Customer Experience (SAC) area at Belcorp, a multinational company of Peruvian origin in the beauty sector that operates under a direct sales model and has a presence in 14 countries. During the internship, the need to strengthen the mechanisms for capturing consultants’ experience was identified, as although the company has satisfaction measurement tools such as NPS, these do not always allow for the timely identification of situations that affect their perception during campaigns. In order to address this situation, the project focused on analyzing consultants’ perceptions through the collection of their feedback via short surveys sent after the billing process. Previously, measurement surveys were conducted a maximum of three times per year; therefore, the aim is to improve the experience by increasing the frequency of measurement throughout the year. The information obtained is consolidated and analyzed to identify trends, recurring issues, and opportunities for improvement in the processes that impact their experience. As a result, a monitoring system is proposed that includes the periodic collection of consultants’ voice, the analysis of information through databases, and the development of reports and dashboards for each campaign. This initiative provides more timely information to support decision-making and contributes to strengthening the relationship between the company and its network of consultants.