O sonho de qualquer neg\u00f3cio \u00e9 gerar fideliza\u00e7\u00e3o e manter os seus clientes satisfeitos. Por isso, a QuestionPro<\/a> vai dedicar este artigo a explicar a melhor forma de cumprir esse desejo atrav\u00e9s de inqu\u00e9ritos<\/a> que usem a pergunta de NPS. Deste modo, vamos partilhar como pode calcular o NPS do seu neg\u00f3cio.<\/p>\n\n\n\n\n\n
\u00c9 uma m\u00e9trica amplamente utilizada para medir a satisfa\u00e7\u00e3o e lealdade dos clientes em rela\u00e7\u00e3o a uma empresa ou produto. Ele \u00e9 baseado em uma pergunta simples:<\/p>\n\n\n\n
“Em uma escala de 0 a 10, o quanto voc\u00ea recomendaria nossa empresa\/produto\/servi\u00e7o a um amigo ou colega?”. Com base nessa pergunta, os respondentes s\u00e3o classificados em tr\u00eas categorias:<\/p>\n\n\n\n
Para calcular NPS, siga estes passos:<\/p>\n\n\n\n
Comece fazendo uma pesquisa com seus clientes utilizando a pergunta padr\u00e3o<\/a> do NPS: “Em uma escala de 0 a 10, o quanto voc\u00ea recomendaria nossa empresa\/produto\/servi\u00e7o a um amigo ou colega?”. Certifique-se de coletar respostas suficientes para obter uma amostra representativa da sua base de clientes.<\/p>\n\n\n\n
Com base nas respostas, classifique os clientes em tr\u00eas categorias:<\/p>\n\n\n\n
Determine a porcentagem de respondentes em cada categoria:<\/p>\n\n\n\n
O resultado final do NPS ser\u00e1 um n\u00famero entre -100 e +100.<\/p>\n\n\n\n
Com a plataforma QuestionPro CX, realizar uma pesquisa NPS torna-se r\u00e1pido e simples. Al\u00e9m disso, \u00e9 poss\u00edvel potencializar a voz do cliente com a pergunta AskWhy, uma evolu\u00e7\u00e3o inteligente da pesquisa NPS que vai al\u00e9m. <\/p>\n\n\n\n
A AskWhy captura o motivo real por tr\u00e1s da avalia\u00e7\u00e3o do cliente, oferecendo insights valiosos para aprimorar a experi\u00eancia. Essa funcionalidade exclusiva est\u00e1 integrada ao software de gest\u00e3o da experi\u00eancia do cliente da QuestionPro, permitindo \u00e0s empresas compreenderem melhor as necessidades e expectativas dos seus clientes de forma eficaz e estrat\u00e9gica.<\/p>\n\n\n\n\nCriar conta gr\u00e1tis<\/button>\n<\/a>\n\nAgendar demonstra\u00e7\u00e3o<\/button>\n<\/a>\n","protected":false},"excerpt":{"rendered":"O sonho de qualquer neg\u00f3cio \u00e9 gerar fideliza\u00e7\u00e3o e manter os seus clientes satisfeitos. Por isso, a QuestionPro vai dedicar […]<\/p>\n","protected":false},"author":58,"featured_media":120042,"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":[211,242,217],"tags":[],"yoast_head":"\nCalcular o NPS (Net Promoter Score) | QuestionPro<\/title>\n<meta name=\"description\" content=\"Como calcular o NPS? O que s\u00e3o Promotores, Passivos e Detractores da marca? 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O sonho de qualquer neg\u00f3cio \u00e9 gerar fideliza\u00e7\u00e3o e manter os seus clientes satisfeitos. Por isso, a QuestionPro vai dedicar […]<\/p>\n","protected":false},"author":58,"featured_media":120042,"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":[211,242,217],"tags":[],"yoast_head":"\n
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