Net Promoter Score como ferramenta de avaliação e controle de qualidade dos cursos e instruções do Instituto de Medicina Aeroespacial

Abstract

Assessment processes are fundamental for personal and professional development, allowing comparisons with standards and construction of solutions. However, complex collections require personal training to handle data and time, not always resulting in actual assessments, making the existence and necessity of the process questionable. In this context, the Instituto de Medicina Aeroespacial (IMAE), of the Brazilian Air Force, proposed an evaluation and quality control project for its services in the teaching area, in the year 2022, through the Net Promoter Score (NPS) protocol. The objective of this work was to share and reflect on this experience. Of the 393 graduates of different courses and instructions, operational or health, offered by IMAE in the year 2022, 337 military responded to the protocol, corresponding to 85.8% of the total. The data were analyzed quantitatively, using the “customer satisfaction index”, and qualitatively, using the “word cloud” feature. The indexes obtained for the operational and health courses were, respectively, 74.5% and 74.9%. These indices represent the “very good” concept. The words “instructors”, “classes”, “excellent” and “knowledge” were the most frequent within the qualitative analysis. The performance of instructors and the use of specific equipment in practical classes were considered positive aspects. The need for permanent maintenance and modernization of the infrastructure was frequently mentioned. It was concluded that the NPS, although simple, allowed not only the acquisition of information, but also the constant evaluation of IMAE's teaching services during the year 2022.