{"id":122356,"date":"2021-08-20T04:34:42","date_gmt":"2021-08-20T11:34:42","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=122356"},"modified":"2021-08-20T04:34:42","modified_gmt":"2021-08-20T11:34:42","slug":"vantagens-do-nps-analise-para-alem-do-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/pt-br\/vantagens-do-nps-analise-para-alem-do-nps\/","title":{"rendered":"Vantagens do NPS+ > Analise para al\u00e9m do NPS"},"content":{"rendered":"<p>O recurso ao NPS \u00e9 amplamente utilizado para medir satisfa\u00e7\u00e3o e recomenda\u00e7\u00e3o dos clientes. Ser\u00e1 que um simples score nos d\u00e1 toda a informa\u00e7\u00e3o de que precisamos para melhorar constantemente a experi\u00eancia do consumidor?\u00a0 \u00c9 por isso que as vantagens do NPS+ s\u00e3o evidentes.<\/p>\n<p>Fique para ler este artigo onde a <a href=\"https:\/\/www.questionpro.com\/pt-br\/inqueritos.html\" target=\"_blank\" rel=\"noopener\">QuestionPro<\/a> lhe mostra as vantagens do NPS+ que lhe permite retirar muito mais informa\u00e7\u00e3o dos <a href=\"https:\/\/www.questionpro.com\/pt-br\/inqueritos.html\" target=\"_blank\" rel=\"noopener\">inqu\u00e9ritos<\/a> de feedback dos seus clientes.<\/p>\n<hr \/>\n<h2>O NPS Tradicional:<\/h2>\n<p>O NPS \u00e9 uma m\u00e9trica amplamente utilizada na ind\u00fastria do research e hoje em dia a maior parte dos <a href=\"https:\/\/www.questionpro.com\/pt-br\/inqueritos.html\" target=\"_blank\" rel=\"noopener\">inqu\u00e9ritos<\/a> serve-se deste para criar inqu\u00e9ritos simples de uma pergunta de escala de 0-10 feita imediatamente ap\u00f3s a transa\u00e7\u00e3o.<\/p>\n<p>Ler mais sobre: <a href=\"https:\/\/www.questionpro.com\/blog\/pt-br\/calcular-o-nps-net-promoter-score\/\" target=\"_blank\" rel=\"noopener\">Calcular o NPS (Net Promoter Score)<\/a><\/p>\n<p>Se a nota do cliente for 9 ou 10, parab\u00e9ns est\u00e1 a fazer tudo bem. Se for qualquer coisa abaixo deste valor temos causa para preocupa\u00e7\u00e3o, que \u00e9 crescente se a nota for abaixo de 6.<\/p>\n<p>Mas na verdade, qual pode ser a raz\u00e3o para esta nota t\u00e3o baixa? Poder\u00edamos voltar a perguntar o que se passou, mas provavelmente j\u00e1 perdemos o timing do contacto e a pr\u00f3pria justifica\u00e7\u00e3o tamb\u00e9m j\u00e1 foi esquecida.<\/p>\n<hr \/>\n<h2>A solu\u00e7\u00e3o &gt; As vantagens do NPS+?<\/h2>\n<p>O Net Promoter Score (NPS) tradicional mostra-lhe a percentagem de promotores, passivos e detratores.<\/p>\n<p><img decoding=\"async\" class=\" wp-image-122371\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/08\/nps-classico-1.png\" alt=\"NPS\" width=\"682\" height=\"380\" \/><\/p>\n<p>O facto de saber que o score do NPS est\u00e1 em linha com o Benchmark da sua ind\u00fastria \u00e9 importante mas pode n\u00e3o se o suficiente, principalmente quando queremos explorar mais a fundo as raz\u00f5es que levaram o consumidor a dar aquela determinada pontua\u00e7\u00e3o de NPS.<\/p>\n<p>Ler tamb\u00e9m:\u00a0<a href=\"https:\/\/www.questionpro.com\/blog\/pt-br\/benchmarks-do-nps-para-30-industrias-diferentes\/\" target=\"_blank\" rel=\"noopener\">Benchmarks do NPS para 30 ind\u00fastrias diferentes<\/a><\/p>\n<p>Porque \u00e9 que em determinada intera\u00e7\u00e3o na jornada do cliente existem constantemente detratores? O que est\u00e1 por detr\u00e1s de classifica\u00e7\u00f5es med\u00edocres?<\/p>\n<p>O NPS+ consiste basicamente numa evolu\u00e7\u00e3o do NPS tradicional. Assim, dividimos a pergunta em 3 aspetos, a pergunta de NPS, a causa da pontua\u00e7\u00e3o e uma pergunta aberta.<\/p>\n<p><img decoding=\"async\" class=\" wp-image-122364\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/08\/nps.png\" alt=\"nps\" width=\"677\" height=\"470\" \/><\/p>\n<p>As organiza\u00e7\u00f5es beneficiam tremendamente das vantagens do NPS+ porque as ajuda a <a href=\"https:\/\/www.questionpro.com\/blog\/pt-br\/calcular-o-nps-net-promoter-score\/\" target=\"_blank\" rel=\"noopener\">calcular o Net prometer score<\/a> que \u00e9 uma m\u00e9trica que conhecem, que provavelmente j\u00e1 utilizam e que podem comparar com a industria mas tamb\u00e9m porque lhes permite , identificar e racionalizar por detr\u00e1s do score que obtiveram e conseguir feedback adicional por parte do consumidor.<\/p>\n<hr \/>\n<h2>O poder de entender o feedback do cliente<\/h2>\n<p>O feedback do cliente permite-lhe melhorar, criar e inovar em conjunto com os seus consumidores. Pode usar os seus inputs para fazer produtos e servi\u00e7os que melhorem consideravelmente a customer experience destes. Ter este engagement com os seus consumidores ajuda-o a perceber se algum produto ou servi\u00e7o novo far\u00e1 sentido para eles.<\/p>\n<p>Pode ser usado para melhorar pontos na jornada do consumidor ou simplesmente no desenvolvimento do seu produto para que este se torne cada vez mais adequado \u00e0s necessidades e exig\u00eancias dos seus consumidores.<\/p>\n<p>Com este feedback adicional que vai receber poder\u00e1 entender melhor porque alguns clientes simplesmente desaparecem. Est\u00e1 a perd\u00ea-los para a concorr\u00eancia por uma quest\u00e3o de pre\u00e7o, produto ou \u00e9 algo que podia ter melhorado e evitado? Uma m\u00e1 experi\u00eancia na jornada do cliente pode afetar a sua satisfa\u00e7\u00e3o e a sua lealdade.<\/p>\n<p>As marcas que procuram elevar a<a href=\"https:\/\/www.questionpro.com\/pt-br\/cx\/\" target=\"_blank\" rel=\"noopener\"> experi\u00eancia dos seus consumidores<\/a> devem considerar fortemente as vantagens do NPS+ e os benef\u00edcios que traz.<\/p>\n<hr \/>\n<h4 style=\"text-align: left;\"><strong><span style=\"color: #505f82;\">Para criar <a href=\"https:\/\/www.questionpro.com\/pt-br\/cx\/\">projectos de CX com NPS+<\/a> e agilizar o seu processo de trabalho utilize uma <a href=\"https:\/\/www.questionpro.com\/pt-br\/inqueritos.html\">plataforma online de inqu\u00e9ritos profissional<\/a>. <\/span><\/strong><\/h4>\n<h4 style=\"text-align: left;\"><strong><span style=\"color: #505f82;\">Convidamo-lo a conhecer a <a href=\"https:\/\/www.questionpro.com\/pt-br\/inqueritos.html\" target=\"_blank\" rel=\"noopener noreferrer\">QuestionPro<\/a>, uma solu\u00e7\u00e3o completa em <a href=\"https:\/\/www.questionpro.com\/pt-br\/inqueritos.html\">inqu\u00e9ritos<\/a> e estudos mercado.<\/span><\/strong><\/h4>\n<p style=\"text-align: center;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/demonstracaopt.questionpro.com\/?custom1=blog.problema-de-inquerito\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Pedir demonstra\u00e7\u00e3o<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>O recurso ao NPS \u00e9 amplamente utilizado para medir satisfa\u00e7\u00e3o e recomenda\u00e7\u00e3o dos clientes. Ser\u00e1 que um simples score nos [&hellip;]<\/p>\n","protected":false},"author":58,"featured_media":357080,"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":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Vantagens do NPS+ &gt; Analise para al\u00e9m do NPS | QuestionPro<\/title>\n<meta name=\"description\" content=\"Ser\u00e1 que o NPS score nos d\u00e1 toda a informa\u00e7\u00e3o de que precisamos para melhorar constantemente?\u00a0Perceba as vantagens do NPS+.\u00a0\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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