{"id":523,"date":"2020-10-22T18:14:50","date_gmt":"2020-10-22T21:14:50","guid":{"rendered":"http:\/\/localhost\/boomee\/?p=523"},"modified":"2020-10-22T18:14:50","modified_gmt":"2020-10-22T21:14:50","slug":"metricas-para-a-experiencia-do-cliente-nps","status":"publish","type":"post","link":"https:\/\/soludigital.dev.br\/boomee\/metricas-para-a-experiencia-do-cliente-nps\/","title":{"rendered":"Como Medir a Experi\u00eancia do Cliente \u2013 NPS"},"content":{"rendered":"\n<p>A rela\u00e7\u00e3o entre a experi\u00eancia do cliente e os resultados de neg\u00f3cio s\u00e3o bastante conhecidos. Para a gest\u00e3o desta experi\u00eancia de forma eficaz \u00e9 necess\u00e1rio estabelecer indicadores de performance e um claro plano de a\u00e7\u00e3o a partir dos resultados apresentados por estes indicadores.<\/p>\n\n\n\n<p>Um indicador eficaz, simples e, por isso, largamente adotado, \u00e9 o NPS \u2013 Net Promoter Score. Apresentado em 2003 em um artigo na Harvard Business Review, o indicador tem demonstrado ser um excelente preditivo sobre a qualidade percebida pelos clientes no uso de produtos e, principalmente, de servi\u00e7os.<\/p>\n\n\n\n<p>O NPS parte do princ\u00edpio de que se um cliente, consumidor ou usu\u00e1rio \u00e9 capaz de recomendar um servi\u00e7o a seus amigos, este servi\u00e7o tem atendido de forma superior \u00e0s suas expectativas. Dessa forma, a Alta expectativa gera lealdade e recompra. De outro lado, se a recomenda\u00e7\u00e3o n\u00e3o ocorre, algo de errado acontece com a qualidade e satisfa\u00e7\u00e3o percebidas.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Como calcular o NPS<\/strong><\/h2>\n\n\n\n<p>Para calcular o NPS, pe\u00e7a a seus clientes para, numa escala de 0 a 10, indicar o quanto eles recomendam seus produtos ou servi\u00e7os aos seus amigos.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/word.boomee.com.br\/wp-content\/uploads\/2020\/10\/NPS.png\" alt=\"\"\/><\/figure>\n\n\n\n<p><strong>DETRATORES:<\/strong> Todos que indicaram qualquer resultado entre 0 e 6. S\u00e3o os que tiveram uma experi\u00eancia negativa. Vale a pena investigar as raz\u00f5es desta experi\u00eancia, descobrindo oportunidades reais de melhoria dos produtos e servi\u00e7os. Pode estar associado a uma reclama\u00e7\u00e3o n\u00e3o atendida adequadamente e, como sabemos, <a href=\"https:\/\/word.boomee.com.br\/reclamacao-e-um-presente-cuide-com-carinho\/\">reclama\u00e7\u00f5es s\u00e3o um presente.<\/a><\/p>\n\n\n\n<p><strong>PASSIVOS:<\/strong> Todos que indicaram 7 ou 8. Para estes foi indiferente a experi\u00eancia, dentro da normalidade esperada.<\/p>\n\n\n\n<p><strong>PROMOTORES:<\/strong> Todos que indicaram 9 ou 10. Estes s\u00e3o seus advogados, quando a entrega da experi\u00eancia \u00e9 superior ao esperado.<\/p>\n\n\n\n<p>Com base nos resultados, calcule o percentual de detratores e de promotores. Finalmente, diminua o percentual de detratores dos promotores.<\/p>\n\n\n\n<p>Exemplo: Detratores: 15 \/ Promotores: 40 \/ Passivos: 30. Total: 85<\/p>\n\n\n\n<p>                                                                                           % de Detratores: 15 \/ 65 = 17,6%<\/p>\n\n\n\n<p>                                                                                           % de Promotores: 40 \/ 85 = 47,0%<\/p>\n\n\n\n<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;                                                                        <strong>NPS = 47,0 \u2013 17,6 = 29,4<\/strong><\/p>\n\n\n\n<p>Empresas com alto \u00edndice de NPS (Amazon, Apple, Samsung, Toyota) tamb\u00e9m s\u00e3o as que historicamente entregam inova\u00e7\u00e3o aos clientes e resultados consistentes aos acionistas.<\/p>\n\n\n\n<p>N\u00f3s tamb\u00e9m estamos sendo avaliados por nossos clientes. Boomee tem um NPS extremamente alto de <strong>81,3<\/strong>, o que demonstra a satisfa\u00e7\u00e3o dos usu\u00e1rios com a experi\u00eancia no uso do servi\u00e7o.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A rela\u00e7\u00e3o entre a experi\u00eancia do cliente e os resultados de neg\u00f3cio s\u00e3o bastante conhecidos. Para a gest\u00e3o desta experi\u00eancia de forma eficaz \u00e9 necess\u00e1rio estabelecer indicadores de performance e um claro plano de a\u00e7\u00e3o a partir dos resultados apresentados por estes indicadores. Um indicador eficaz, simples e, por isso, largamente adotado, \u00e9 o NPS [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4105,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_joinchat":[],"footnotes":""},"categories":[15,25,24],"tags":[16,21],"class_list":["post-523","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-estrategia-cx","category-kpi","category-processos","tag-estrategia-cx","tag-processos"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Como Medir a Experi\u00eancia do Cliente \u2013 NPS<\/title>\n<meta name=\"description\" content=\"Saiba como edir a experi\u00eancia do cliente com o servi\u00e7o ou produto \u00e9 fundamental para os resultados estrat\u00e9gicos. 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