Improving Customer Satisfaction in the Home-Buying Process by Applying DMAIC

Abstract

Customer satisfaction is an important aspect for the success of any business that provides services. This research strives to provide new methods or ways to improve customer satisfaction during the process of buying a home. The new methods were developed using the Six Sigma improvement cycle DMAIC (Design, Measure, Analyze, Improve and Control). To analyze this topic, customer complaints regarding the service provided by lenders and builders during the purchase of a home were evaluated. Complaints were classified in different categories and the root cause was identified. As a result, it was possible the development of solutions to improve the different aspects of the service where customer’s expectations were not achieved. The proposed solutions can be implemented by the service providers to improve customer satisfaction during the home-buying process. Key Terms ⎯ Customer Satisfaction, DMAIC, Improvements, Six Sigma.