{"id":114328,"date":"2020-11-11T13:56:05","date_gmt":"2020-11-11T21:56:05","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=114328"},"modified":"2020-11-11T13:56:05","modified_gmt":"2020-11-11T21:56:05","slug":"para-que-serve-pesquisa-net-promoter-score","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/pt-br\/para-que-serve-pesquisa-net-promoter-score\/","title":{"rendered":"Para que serve a pesquisa net promoter score?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Voc\u00ea sabe para que serve a pesquisa net promoter score? A pergunta net promoter score \u00e9 uma ferramenta de pontua\u00e7\u00e3o desenvolvida pela Bain &amp; Co. e pelo consultor Frederick f. Reichheld, foi introduzida pela primeira vez na revista &#8220;Harvard Business Review&#8221; em 2003, atraindo a aten\u00e7\u00e3o de todos por sua simplicidade e efic\u00e1cia.<\/span><\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">O que \u00e9 a pesquisa net promoter score?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A pesquisa net promoter score \u00e9 um tipo de <a href=\"https:\/\/www.questionpro.com\/pt-br\/Pesquisa-satisfacao.html\" target=\"_blank\" rel=\"noopener noreferrer\">pesquisa de satisfa\u00e7\u00e3o<\/a> que te ajudar\u00e1 medir qu\u00e3o satisfeitos est\u00e3o os seus consumidores.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Net promoter score, \u00e9 <\/span>nada mais que a pontua\u00e7\u00e3o que o consumidor d\u00e1 para uma marca correspondente ao seu grau de satisfa\u00e7\u00e3o. Essa pontua\u00e7\u00e3o \u00e9 conseguida atrav\u00e9s da pergunta <span style=\"font-weight: 400;\">net promoter score<\/span>, presente em uma pesquisa de mesmo nome.<\/p>\n<p>Veja um exemplo de pesquisa <span style=\"font-weight: 400;\">net promoter score<\/span>:<\/p>\n<p>&nbsp;<\/p>\n<p><script>\nEMBED_PARAMS = {};\nEMBED_PARAMS.surveyID =7863765;\nEMBED_PARAMS.domain =\"\/\/static.questionpro.com\";\nEMBED_PARAMS.src =\"\/\/static.questionpro.com\/a\/TakeSurvey?tt=qn1df5dYrrA%3D\";\nEMBED_PARAMS.width =\"100%\";\nEMBED_PARAMS.height =\"600px\";\nEMBED_PARAMS.border = \"hidden\";\n<\/script><\/p>\n<div id=\"div_7863765\"><\/div>\n<p><script src=\"\/\/static.questionpro.com\/javascript\/embedsurvey.js?version=1\"><\/script><\/p>\n<blockquote><p>&nbsp;<\/p><\/blockquote>\n<p>&nbsp;<\/p>\n<p>A pontua\u00e7\u00e3o <span style=\"font-weight: 400;\">net promoter score<\/span> \u00e9 calculada ao subtrair a porcentagem de detratores (clientes que pontuaram de 0 at\u00e9 6) da porcentagem de promotores (consumidores que pontuaram 9 ou 10). <span style=\"font-weight: 400;\">Esses valores s\u00e3o obtido ao pedir que eles considerem a experi\u00eancia geral e a satisfa\u00e7\u00e3o que tiveram, c<\/span>om uma simples pergunta:<\/p>\n<p><span style=\"font-weight: 400;\"><strong>&#8220;Em uma escala de 0 a 10, qual \u00e9 a probabilidade de voc\u00ea recomendar nossa empresa para seus amigos ou familiares?&#8221;<\/strong> <\/span><\/p>\n<p>Aconselha-se fazer esse c\u00e1lculo com frequ\u00eancia, a fim de analisar se as tomadas de medidas est\u00e3o sendo de fato eficazes.<\/p>\n<blockquote><p><a href=\"https:\/\/www.questionpro.com\/pt-br\/nps-score.html\" target=\"_blank\" rel=\"noopener noreferrer\">Saiba mais sobre c\u00e1lculo <span style=\"font-weight: 400;\">net promoter score<\/span> e clientes detratores, passivos e promotores.<\/a><\/p><\/blockquote>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95006 size-large\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2019\/03\/Net-Promoter-Score-Ca\u0301lculo-e-Fo\u0301rmula-1-e1605126326251-426x450.png\" alt=\"para que serve a pesquisa net promoter score\" width=\"426\" height=\"450\" \/><\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Para que serve a pesquisa net promoter score?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Sabendo a pontua\u00e7\u00e3o net promoter score, tomar as medidas necess\u00e1rias para resolver qualquer situa\u00e7\u00e3o que possa estar afetando sua empresa ser\u00e1 mais f\u00e1cil.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A melhor maneira de identificar os pontos fortes e fracos da <a href=\"https:\/\/www.questionpro.com\/pt-br\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\">experi\u00eancia do cliente<\/a>, \u00e9 atrav\u00e9s de uma pesquisa net promoter score. Essa \u00e9<\/span><span style=\"font-weight: 400;\"> a forma mais r\u00e1pida de obter informa\u00e7\u00f5es valiosas de seu p\u00fablico para criar estrat\u00e9gias de reten\u00e7\u00e3o de clientes e melhorar a participa\u00e7\u00e3o ou o comprometimento dos seus consumidores.<\/span><\/p>\n<p>Para que serve a pesquisa <span style=\"font-weight: 400;\">net promoter score<\/span> a n\u00edvel corporativo? Com ela, voc\u00ea poder\u00e1 obter dados que ajudam a gerar campanhas de marketing com maior probabilidade de gerar clientes fi\u00e9is e, portanto, maiores receitas.<\/p>\n<p>&nbsp;<\/p>\n<h2>5 dicas para aplicar uma pesquisa net promoter score efetiva<\/h2>\n<ol>\n<li><b>Verifique se sua pesquisa \u00e9 curta. <\/b><span style=\"font-weight: 400;\">Isso inclui que elas sejam diretas e voc\u00ea possa obter informa\u00e7\u00f5es acion\u00e1veis e uma alta taxa de resposta.<\/span><\/li>\n<li><b>Use drivers em sua pesquisa.<\/b><span style=\"font-weight: 400;\"> Ter pesquisas curtas net promoter score significa que voc\u00ea ter\u00e1 menos insights. O uso de drivers prim\u00e1rios e secund\u00e1rios em suas pesquisas pode melhorar ainda mais seus conjuntos de dados. Os controladores s\u00e3o ideais para obter dados consistentes, no entanto, \u00e0s vezes os coment\u00e1rios permitem aprofundar mais.<\/span><\/li>\n<li><b>Encontre o melhor momento para enviar suas pesquisas.<\/b><span style=\"font-weight: 400;\"> Certifique-se de fazer uma investiga\u00e7\u00e3o sobre os melhores tempos e dias de envio, pensando tamb\u00e9m no canal em que sua avalia\u00e7\u00e3o ser\u00e1 distribu\u00edda.<\/span><\/li>\n<li><b>Escolha o tamanho adequado da amostra.<\/b> Pesquisando apenas 100 dos seus 20.000 clientes n\u00e3o lhe dar\u00e1 uma imagem precisa da fidelidade de seus clientes.<\/li>\n<li><span style=\"font-weight: 400;\">N\u00e3o se esque\u00e7a de incluir a <strong>escala padr\u00e3o net promoter score de 0 a 10<\/strong> para obter resultados mais precisos!<\/span><\/li>\n<\/ol>\n<p>Al\u00e9m disso, antes de considerar a implementa\u00e7\u00e3o dessa iniciativa, pense exatamente no que voc\u00ea deseja alcan\u00e7ar. Pergunte-se:<\/p>\n<ul>\n<li>Reduzir a rotatividade de clientes?<\/li>\n<li>Aumentar a felicidade dos clientes<\/li>\n<li>Melhorar o compromisso com o seu produto?<\/li>\n<li>Diminuir os reembolsos?<\/li>\n<li>Aumentar o n\u00famero de clientes referidos?<\/li>\n<li>Aumentar a renda de clientes regulares?<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/ctacx.questionpro.com\/?custom1=blog.paraqueservepesquisanps\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-114222 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/11\/cta-cx.png\" alt=\"satisfa\u00e7\u00e3o do cliente\" width=\"900\" height=\"250\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Agora que voc\u00ea sabe <strong>para que serve a pesquisa net promoter score<\/strong>, \u00e9 hora de come\u00e7ar a <\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/tour\/\"><span style=\"font-weight: 400;\">pesquisar<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0 Lembre-se que na<\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/\"> <span style=\"font-weight: 400;\">QuestionPro<\/span><\/a><span style=\"font-weight: 400;\"> temos as ferramentas de <\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/tour\/\"><span style=\"font-weight: 400;\">pesquisa online<\/span><\/a><span style=\"font-weight: 400;\"> e tamb\u00e9m <\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/mobile\/\"><span style=\"font-weight: 400;\">offline<\/span><\/a><span style=\"font-weight: 400;\"> que voc\u00ea precisa para o seu neg\u00f3cio decolar! Agende uma demonstra\u00e7\u00e3o sem compromisso, totalmente gratuita e em portugu\u00eas e conhe\u00e7a todos os<\/span> <span style=\"font-weight: 400;\">recursos que temos dispon\u00edveis em nossas <\/span><a href=\"https:\/\/www.questionpro.com\/pt-br\/features\/\"><span style=\"font-weight: 400;\">diferentes licen\u00e7as<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/ctademocompleta.questionpro.com\/?custom1=blog.rodap\u00e9\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-109079 size-medium\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/08\/bota\u0303o-demo-1-300x46.png\" alt=\"agendar demonstra\u00e7\u00e3o\" width=\"300\" height=\"46\" \/><\/a><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-109585 size-full aligncenter\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/08\/linha.png\" alt=\"\" width=\"755\" height=\"40\" \/><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Voc\u00ea sabe para que serve a pesquisa net promoter score? A pergunta net promoter score \u00e9 uma ferramenta de pontua\u00e7\u00e3o [&hellip;]<\/p>\n","protected":false},"author":40,"featured_media":106539,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[211,212,223,217,214],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Para que serve a pesquisa net promoter score? | QuestionPro<\/title>\n<meta name=\"description\" content=\"Saiba para que serve a pesquisa net promoter score e consiga efetivos feedback dos seus clientes medindo seus n\u00edveis de satisfa\u00e7\u00e3o com a sua empresa.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/pt-br\/para-que-serve-pesquisa-net-promoter-score\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Para que serve a pesquisa net promoter score? 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