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Nowadays quality is a criterion inserted in many companies’ policies, whatever the activity or scope in the market. It is clear its relationship to continuous improvement in the context of customers’ needs. This is the main reason for implementation of the processes within companies. To conceptualize quality, gurus usually relate to total customer satisfaction. Others argue that the primary purpose of a business is not profit but customer satisfaction. In this context, this research aims at analyzing the quality management system implemented in a construction company located in João Pessoa city in relation to proceedings relating to the customer. Procedures and forms were elaborated and implemented in order to analyze customer satisfaction post-purchase, post-occupation and post-service. Overall, the results were satisfactory in all three cases studied, over to 85%. Finally, for few cases of unsatisfactory results, the study identified improvement opportunities for the analyzed processes.

O cliente no contexto do Sistema de Gestão da Qualidade: estudo de caso em uma construtora paraibana