{"id":995703,"date":"2020-09-02T02:00:08","date_gmt":"2020-09-02T09:00:08","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/o-que-e-a-metodologia-net-promoter-score\/"},"modified":"2025-01-24T11:27:58","modified_gmt":"2025-01-24T18:27:58","slug":"o-que-e-a-metodologia-net-promoter-score","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/pt\/o-que-e-a-metodologia-net-promoter-score\/","title":{"rendered":"O que \u00e9 a metodologia Net Promoter Score?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">A metodologia Net Promoter Score (NPS) \u00e9 utilizada pelas organiza\u00e7\u00f5es para medir a satisfa\u00e7\u00e3o dos clientes atrav\u00e9s de uma pergunta que lhes permite determinar se est\u00e3o satisfeitos com a experi\u00eancia que tiveram com a marca e se a recomendariam a um amigo, familiar ou colega.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">O <\/span><span style=\"font-weight: 400;\">Net Promoter Score<\/span><span style=\"font-weight: 400;\"> \u00e9 muito popular devido \u00e0 facilidade com que as empresas podem tomar decis\u00f5es com base nas classifica\u00e7\u00f5es da experi\u00eancia dos clientes.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">O que \u00e9 a metodologia Net Promoter Score?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Para determinar o Net Promoter Score, \u00e9 enviado um inqu\u00e9rito simples aos clientes ou utilizadores. Inclui a seguinte pergunta: <\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-110359 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/08\/ejemplo-nps.jpg\" alt=\"exemplo-nps\" width=\"1001\" height=\"166\" \/><\/p>\n<p><span style=\"font-weight: 400;\">O inquirido pode escolher entre valores de 0 a 10 numa escala num\u00e9rica. Quanto mais elevado for o n\u00famero escolhido, maior \u00e9 a probabilidade de recomendares a empresa. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Depois de o utilizador ter avaliado, pode fazer coment\u00e1rios adicionais. Para isso, podes fornecer-lhes um campo de texto aberto, onde podem escrever o que gostam ou n\u00e3o gostam particularmente na empresa que est\u00e1 a realizar a pesquisa. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Quando uma pessoa d\u00e1 uma classifica\u00e7\u00e3o, pode ser classificada de acordo com a sua resposta da seguinte forma:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Detractores<\/b><span style=\"font-weight: 400;\">: Estes inquiridos atribuem uma pontua\u00e7\u00e3o entre 0 e 6 e, muito provavelmente, est\u00e3o insatisfeitos com a organiza\u00e7\u00e3o. <\/span>Neste caso, sabe o que fazer se obtiveres um <a href=\"https:\/\/www.questionpro.com\/blog\/es\/net-promoter-score-bajo\" target=\"_blank\" rel=\"noopener noreferrer\">Net Promoter Score baixo<\/a>.<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><b>Passivo<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Estes inquiridos d\u00e3o uma pontua\u00e7\u00e3o de 7 ou 8. Estas pessoas est\u00e3o satisfeitas com a organiza\u00e7\u00e3o, mas a qualquer momento podem sair para a concorr\u00eancia. <\/span><\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Promotores<\/b><span style=\"font-weight: 400;\">Os participantes d\u00e3o-te uma nota de 9 ou 10, pois est\u00e3o muito satisfeitos com a organiza\u00e7\u00e3o.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">O Net Promoter Score da tua marca \u00e9 calculado utilizando a f\u00f3rmula abaixo:\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-110366 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/08\/info-formula-para-calcular-nps.jpg\" alt=\"f\u00f3rmula para calcular o NPS\" width=\"1350\" height=\"620\" \/><\/p>\n<h2><span style=\"font-weight: 400;\"><br \/>Vantagens da metodologia Net Promoter Score<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As principais vantagens da metodologia Net Promoter Score s\u00e3o as seguintes:<\/span><\/p>\n<p><b>\u00c9 um m\u00e9todo f\u00e1cil de implementar:<\/b><span style=\"font-weight: 400;\"> O NPS pode ser facilmente calculado com uma \u00fanica pergunta, que pode ser respondida fornecendo uma pontua\u00e7\u00e3o numa escala de 1 a 10. Os clientes sentir-se-\u00e3o motivados a responder porque \u00e9 um m\u00e9todo f\u00e1cil que n\u00e3o requer muito tempo. \u00a0<\/span><\/p>\n<p><b>\u00c9 um bom indicador de crescimento:<\/b><span style=\"font-weight: 400;\"> Quando recebes uma classifica\u00e7\u00e3o dos clientes, podes trabalhar para melhorar a sua experi\u00eancia e saber se est\u00e1s a ser bem sucedido. O NPS est\u00e1 ligado ao crescimento do neg\u00f3cio, ao ponto de se ter tornado uma prioridade para muitas organiza\u00e7\u00f5es. <\/span><\/p>\n<p><b>Pode ser adaptado \u00e0s necessidades da empresa:<\/b><span style=\"font-weight: 400;\"> Podes fazer a pergunta <\/span><span style=\"font-weight: 400;\">pergunta sobre o Net Promoter Score<\/span><span style=\"font-weight: 400;\"> sobre as experi\u00eancias que os consumidores t\u00eam com o servi\u00e7o de apoio ao cliente ou com um produto espec\u00edfico. Esta m\u00e9trica pode ajudar-te a ver que produtos e experi\u00eancias espec\u00edficas s\u00e3o populares e quais devem ser optimizados. <\/span><\/p>\n<p><b>Tem uma boa reputa\u00e7\u00e3o<\/b><span style=\"font-weight: 400;\">Uma das raz\u00f5es pelas quais a metodologia do Net Promoter Score \u00e9 t\u00e3o popular \u00e9 a sua reputa\u00e7\u00e3o. Est\u00e1 associada ao crescimento, os l\u00edderes s\u00e3o avaliados em fun\u00e7\u00e3o dela e \u00e9 algo que qualquer pessoa pode compreender facilmente. H\u00e1 muito poder numa m\u00e9trica que qualquer pessoa pode compreender.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Dicas para implementar a metodologia Net Promoter Score<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Se est\u00e1s prestes a come\u00e7ar a aplicar a metodologia Net Promoter Score na tua organiza\u00e7\u00e3o. Temos para ti estas dicas para te ajudar a consegui-lo. <\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">O Net Promoter Score deve ser registado continuamente para determinar as altera\u00e7\u00f5es ao longo do tempo. Podes tamb\u00e9m medir o impacto das rela\u00e7\u00f5es e das estrat\u00e9gias de marketing. <\/span><\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Segmenta os teus clientes em promotores, passivos e cr\u00edticos para otimizar a comunica\u00e7\u00e3o.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Utiliza o <\/span><span style=\"font-weight: 400;\">inqu\u00e9rito NPS<\/span><span style=\"font-weight: 400;\"> de uma forma espec\u00edfica, por exemplo, depois de interagir com a equipa de apoio, de ter uma conversa de vendas ou no final de um evento.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Compara as diferentes pontua\u00e7\u00f5es de acordo com o momento do inqu\u00e9rito para descobrir pontos fracos na comunica\u00e7\u00e3o com o cliente e na empresa.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Pede aos teus clientes os seus coment\u00e1rios e recomenda\u00e7\u00f5es. N\u00e3o s\u00f3 dos promotores, mas tamb\u00e9m dos detractores. <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Reage rapidamente ao feedback e comunica as medidas e os resultados aos clientes.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">Import\u00e2ncia da metodologia Net Promoter Score<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A metodologia do Net Promoter Score pode ser aplicada em v\u00e1rios pontos do percurso do cliente.<\/span><span style=\"font-weight: 400;\"> percurso do cliente<\/span><span style=\"font-weight: 400;\">. Lo cual ayuda a determinar qu\u00e9 aspectos del proceso de la organizaci\u00f3n se pueden mejorar y qu\u00e9 aspectos funcionan sin problemas. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Um inqu\u00e9rito regular de satisfa\u00e7\u00e3o do cliente nem sempre \u00e9 suficiente para saber como se sentem os consumidores. Uma das raz\u00f5es para tal \u00e9 o facto de poder consumir demasiado tempo. \u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Quando um inqu\u00e9rito \u00e9 demasiado longo, existe o risco de um inquirido desistir do inqu\u00e9rito. O NPS fornece resultados mais r\u00e1pidos. Fazendo apenas uma pergunta, podes determinar o <\/span><span style=\"font-weight: 400;\">satisfa\u00e7\u00e3o do cliente<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A metodologia Net Promoter Score \u00e9 \u00fanica pelo facto de ser um sistema simples e f\u00e1cil de utilizar pelos clientes e pelas organiza\u00e7\u00f5es. \u00c9 tamb\u00e9m facilmente aplic\u00e1vel a diferentes tipos de situa\u00e7\u00f5es e organiza\u00e7\u00f5es. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Agora que j\u00e1 sabes mais sobre a metodologia Net Promoter Score est\u00e1 na hora de a implementar. Contacta-nos e descobre se os clientes est\u00e3o satisfeitos com a experi\u00eancia na tua organiza\u00e7\u00e3o. Na <a href=\"https:\/\/www.questionpro.com\/pt\/\">QuestionPro<\/a> temos as ferramentas para te ajudar a obter o feedback que precisas. <\/span><\/p>\n\n\n<br>\n<center>\n<a href=\"https:\/\/eu.questionpro.com\/a\/showEntry.do?lan=pt_PT&#038;custom1=blog\">\n        <button style=\"background: #ff9f00\">Cria uma conta gratuita<\/button>\n    <\/a>\n    <a href=\"https:\/\/contactar.questionpro.com\/t\/AM4X9Z3LxD?custom1=metodologia-do-net-promoter-score\u201d target=\"_blank\" rel=\"noopener\">\n        <button>Agendar uma demonstra\u00e7\u00e3o<\/button>\n    <\/a>\n<\/center>\n<br>\n","protected":false},"excerpt":{"rendered":"<p>A metodologia Net Promoter Score (NPS) \u00e9 utilizada pelas organiza\u00e7\u00f5es para medir a satisfa\u00e7\u00e3o dos clientes atrav\u00e9s de uma pergunta [&hellip;]<\/p>\n","protected":false},"author":53,"featured_media":945554,"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":[2526,2527,2530],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>O que \u00e9 a metodologia Net Promoter Score?<\/title>\n<meta name=\"description\" content=\"Descobre como a metodologia Net Promoter Score te ajuda a saber se os teus clientes est\u00e3o satisfeitos e te ajudar\u00e1 a promover a tua marca.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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