{"id":797746,"date":"2023-06-16T16:48:43","date_gmt":"2023-06-16T16:48:43","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=797746"},"modified":"2023-08-15T18:30:41","modified_gmt":"2023-08-15T18:30:41","slug":"nps-3-0","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/pt-br\/nps-3-0\/","title":{"rendered":"NPS 3.0 &#8211; Tudo o que voc\u00ea precisa saber est\u00e1 aqui!\u00a0"},"content":{"rendered":"\n<p>Com a <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/cultura-centrada-no-cliente\/\" target=\"_blank\" rel=\"noreferrer noopener\">cultura centrada no cliente<\/a> ganhando cada vez mais espa\u00e7o nas empresas, faz sentido os m\u00e9todos de an\u00e1lise se atualizarem. Foi isso que aconteceu com o Net Promoter Score (NPS), que agora est\u00e1 na sua vers\u00e3o NPS 3.0.<\/p>\n\n\n\n<p>Fred Reichheld, criador do <a href=\"https:\/\/www.questionpro.com\/pt-br\/NPS.html\">NPS<\/a>, entendeu que os antigos formatos de analisar a satisfa\u00e7\u00e3o do cliente ainda estavam suscet\u00edveis a fraudes e manipula\u00e7\u00f5es por parte de profissionais e empresas. Com o objetivo de minimizar tais situa\u00e7\u00f5es, ele trouxe uma nova m\u00e9trica para o <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/nps\/\" target=\"_blank\" rel=\"noreferrer noopener\">c\u00e1lculo do Net Promoter Score<\/a>.<\/p>\n\n\n\n<p>Continue a leitura at\u00e9 o final e aprenda mais sobre o NPS 3.0, inclusive como calcul\u00e1-lo!<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Relembre o que \u00e9 NPS<\/h2>\n\n\n\n<p>NPS significa Net Promoter Score, que \u00e9 uma m\u00e9trica amplamente utilizada para medir a satisfa\u00e7\u00e3o e a <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/tipos-de-lealdade\/\">lealdade dos clientes<\/a> em rela\u00e7\u00e3o a uma empresa, produto ou servi\u00e7o.&nbsp;<\/p>\n\n\n\n<p>O NPS foi introduzido por Fred Reichheld em 2003 e \u00e9 baseado na premissa de que os clientes podem ser classificados em tr\u00eas categorias: <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/o-que-e-um-cliente-promotor-de-marca-e-qual-a-sua-importancia\/\" target=\"_blank\" rel=\"noreferrer noopener\">promotores<\/a>, neutros e <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/detratores-de-marca\/\" target=\"_blank\" rel=\"noreferrer noopener\">detratores<\/a>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong><span style=\"color: green;\">Promotores<\/span>:<\/strong> S\u00e3o os clientes que est\u00e3o extremamente satisfeitos com sua experi\u00eancia e t\u00eam maior probabilidade de recomendar a empresa a outras pessoas.<\/li>\n\n\n\n<li><strong><span style=\"color: orange;\">Neutros<\/span><\/strong>: S\u00e3o os clientes que est\u00e3o satisfeitos com a empresa, mas n\u00e3o t\u00eam uma forte tend\u00eancia a recomend\u00e1-la.<\/li>\n\n\n\n<li><strong><span style=\"color: red;\">Detratores<\/span><\/strong>: S\u00e3o os clientes insatisfeitos, que podem ter uma opini\u00e3o negativa sobre a empresa e podem prejudicar sua reputa\u00e7\u00e3o ao compartilhar experi\u00eancias negativas.<\/li>\n<\/ul>\n\n\n\n<p>O NPS \u00e9 obtido por meio de uma pergunta simples, geralmente na forma de uma escala de 0 a 10, em que os clientes s\u00e3o solicitados a avaliar <em>&#8220;Qual a probabilidade de voc\u00ea recomendar nossa empresa\/produto\/servi\u00e7o a um amigo ou colega?&#8221;.&nbsp;<\/em><\/p>\n\n\n\n<p>Com base nas respostas, os clientes s\u00e3o categorizados como promotores (pontua\u00e7\u00e3o de 9 a 10), neutros (pontua\u00e7\u00e3o de 7 a 8) ou detratores (pontua\u00e7\u00e3o de 0 a 6).<\/p>\n\n\n\n<p>A f\u00f3rmula do NPS \u00e9 calculada subtraindo a porcentagem de detratores da porcentagem de promotores. O resultado varia de -100 a 100, e quanto maior o valor, mais positiva \u00e9 a pontua\u00e7\u00e3o do NPS.&nbsp;<\/p>\n\n\n\n<p>O NPS permite \u00e0s empresas obter uma vis\u00e3o r\u00e1pida e direta da satisfa\u00e7\u00e3o dos clientes e identificar oportunidades de melhoria com base nos feedbacks recebidos.<\/p>\n\n\n\n<p>O NPS 3.0, mencionado anteriormente, \u00e9 uma evolu\u00e7\u00e3o do m\u00e9todo original e pode envolver a inclus\u00e3o de perguntas adicionais, segmenta\u00e7\u00e3o de clientes ou outras adapta\u00e7\u00f5es espec\u00edficas para atender \u00e0s necessidades de cada organiza\u00e7\u00e3o.<\/p>\n\n\n\n<p>Leia tamb\u00e9m: <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/identificar-clientes\/\" target=\"_blank\" rel=\"noreferrer noopener\">A import\u00e2ncia de identificar clientes para gerar mais vendas<\/a><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">A nova m\u00e9trica do NPS<\/h2>\n\n\n\n<p>Em seu mais recente livro &#8220;Winning on Purpose: The Unbeatable Strategy of Loving Customers&#8221; (Vencendo com Prop\u00f3sito: A Estrat\u00e9gia Imbat\u00edvel de Amar os Clientes), Fred Reichheld afirma que o principal prop\u00f3sito de uma empresa deve ser enriquecer a vida de seus clientes.<\/p>\n\n\n\n<p>Por qu\u00ea? <strong>Porque os clientes se apaixonam pela marca e voltam para fazer mais compras, podendo at\u00e9 trazer seus amigos e parentes.<\/strong><\/p>\n\n\n\n<p>O NPS 3.0 baseia-se no Earned Growth Rate (EGR), que, na tradu\u00e7\u00e3o livre, significa &#8220;Taxa de Crescimento Ganho&#8221;. O EGR mede o crescimento da receita gerado por clientes recorrentes e suas refer\u00eancias.<\/p>\n\n\n\n<p>Al\u00e9m disso, o NPS 3.0 tamb\u00e9m <em>permite que a empresa entenda se o lucro est\u00e1 vindo de taxas, multas e afins \u2014 considerado lucro ruim \u2014 ou da lucratividade positiva vinda de clientes satisfeitos<\/em>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/qpbr.questionpro.com\/democtas\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" width=\"2400\" height=\"600\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2022\/07\/cta-CX-demo.png\" alt=\"agendar demo questionpro cx\" class=\"wp-image-426554\"\/><\/a><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">NPS 3.0 x Vers\u00f5es Anteriores<\/h2>\n\n\n\n<p>O NPS 3.0 traz uma s\u00e9rie de benef\u00edcios e vantagens em compara\u00e7\u00e3o com as vers\u00f5es anteriores do Net Promoter Score. Aqui est\u00e3o alguns dos principais:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Maior profundidade de insights<\/h3>\n\n\n\n<p>O NPS 3.0 permite obter insights mais profundos sobre a <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/experiencia-do-cliente-o-guia-completo\/\" target=\"_blank\" rel=\"noreferrer noopener\">experi\u00eancia do cliente<\/a>, pois pode incluir perguntas adicionais al\u00e9m da pergunta principal do NPS. Isso possibilita a coleta de feedbacks mais detalhados e uma compreens\u00e3o mais abrangente dos fatores que influenciam a satisfa\u00e7\u00e3o e a lealdade dos clientes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Segmenta\u00e7\u00e3o de clientes<\/h3>\n\n\n\n<p>O NPS 3.0 oferece a possibilidade de segmentar os clientes de acordo com diferentes crit\u00e9rios, como localiza\u00e7\u00e3o geogr\u00e1fica, tipo de produto ou servi\u00e7o utilizado, tempo de relacionamento com a empresa, entre outros. Isso permite uma an\u00e1lise mais precisa e personalizada, identificando padr\u00f5es e tend\u00eancias espec\u00edficas de cada segmento.<\/p>\n\n\n\n<p>Leia tamb\u00e9m: <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/segmentacao-comportamental\/\" target=\"_blank\" rel=\"noreferrer noopener\">Segmenta\u00e7\u00e3o comportamental: para que serve essa estrat\u00e9gia?<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">A\u00e7\u00e3o em tempo real<\/h3>\n\n\n\n<p>Com o NPS 3.0, as empresas podem obter feedback dos clientes e agir de forma mais \u00e1gil. Ao integrar ferramentas e plataformas automatizadas, \u00e9 poss\u00edvel coletar, analisar responder aos feedbacks em tempo real, permitindo que a empresa identifique e resolva problemas de forma mais r\u00e1pida e eficiente.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/CTAS-WORDPRESS-2.png\" alt=\"nps 3.0 depoimento\" class=\"wp-image-797923\" style=\"width:1193px;height:332px\" width=\"1193\" height=\"332\" srcset=\"https:\/\/qa-release.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/CTAS-WORDPRESS-2.png 900w, https:\/\/qa-release.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/CTAS-WORDPRESS-2-300x83.png 300w, https:\/\/qa-release.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/CTAS-WORDPRESS-2-768x213.png 768w\" sizes=\"(max-width: 1193px) 100vw, 1193px\" \/><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Conhe\u00e7a a pergunta NPS+ da QuestionPro!<\/h2>\n\n\n\n<p>A nova <a href=\"https:\/\/www.questionpro.com\/pt-br\/features\/nps-plus\/\" target=\"_blank\" rel=\"noreferrer noopener\">pergunta NPS+<\/a> proporcionar\u00e1 feedbacks muito mais completos. Com essas informa\u00e7\u00f5es detalhadas, voc\u00ea saber\u00e1 exatamente onde precisa melhorar para oferecer a melhor experi\u00eancia poss\u00edvel aos seus clientes.<\/p>\n\n\n\n<p>Com a nova pergunta NPS+, os usu\u00e1rios da <a href=\"https:\/\/www.questionpro.com\/pt-br\/cx\/\" target=\"_blank\" rel=\"noreferrer noopener\">QuestionPro CX<\/a> podem obter insights mais profundos a partir do feedback do cliente. Com o NPS+, voc\u00ea vai al\u00e9m de apenas pedir aos clientes que classifiquem em uma escala de 0 a 10.<\/p>\n\n\n\n<p>Agora, o cliente classifica e, em seguida, justifica sua avalia\u00e7\u00e3o, ou seja, primeiro eles d\u00e3o a causa do problema e depois explicam o motivo.<\/p>\n\n\n\n<p>Para saber mais, acesse <a href=\"https:\/\/www.questionpro.com\/pt-br\/features\/nps-plus\/\" target=\"_blank\" rel=\"noreferrer noopener\">NPS+<\/a>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Como calcular o NPS 3.0?<\/h2>\n\n\n\n<p>Antes de calcular o NPS 3.0, \u00e9 preciso entender a taxa de Crescimento Ganho, tamb\u00e9m conhecida como EGR.<\/p>\n\n\n\n<p>Essa m\u00e9trica mede a taxa de crescimento org\u00e2nico de uma empresa com base na <a href=\"https:\/\/usqa.questionpro.com\/blog\/pt-br\/custo-de-aquisicao-como-calcular\/\" target=\"_blank\" rel=\"noreferrer noopener\">aquisi\u00e7\u00e3o de novos clientes<\/a> por meio de refer\u00eancias e recomenda\u00e7\u00f5es dos clientes existentes.<\/p>\n\n\n\n<p>O EGR possui dois componentes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>NRR (Reten\u00e7\u00e3o de Receita L\u00edquida): respons\u00e1vel por contabilizar a receita gerada a partir de clientes ativos que j\u00e1 compraram da empresa em um per\u00edodo espec\u00edfico.<\/li>\n\n\n\n<li>ENC (Novos clientes conquistados): respons\u00e1vel por contabilizar a receita advinda de novos clientes obtidos atrav\u00e9s de indica\u00e7\u00e3o.<\/li>\n<\/ul>\n\n\n\n<p>Sabendo disso, podemos calcular o NPS 3.0 da seguinte forma:<\/p>\n\n\n\n<p><strong>EGR = NRR + ENC \u2013 100%<\/strong><\/p>\n\n\n\n<p>Para melhor compreens\u00e3o, observe o exemplo abaixo:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/Texto-do-seu-paragrafo-3.png\" alt=\"\" class=\"wp-image-797934\" style=\"width:884px;height:774px\" width=\"884\" height=\"774\" srcset=\"https:\/\/qa-release.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/Texto-do-seu-paragrafo-3.png 658w, https:\/\/qa-release.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/Texto-do-seu-paragrafo-3-300x263.png 300w\" sizes=\"(max-width: 884px) 100vw, 884px\" \/><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">D\u00ea voz ao seu cliente com QuestionPro CX!<\/h2>\n\n\n\n<p>Agora que voc\u00ea j\u00e1 conhece o NPS 3.0, \u00e9 hora de analisar o n\u00edvel de satisfa\u00e7\u00e3o dos seus clientes. Para isso, conte com o <a href=\"https:\/\/www.questionpro.com\/pt-br\/cx\/\" target=\"_blank\" rel=\"noreferrer noopener\">software de experi\u00eancia do cliente da QuestionPro<\/a>!<\/p>\n\n\n\n<p>Com ele, voc\u00ea tem acesso a todas as ferramentas necess\u00e1rias para avaliar cada ponto de contato entre a empresa e o consumidor. Tamb\u00e9m \u00e9 poss\u00edvel ativar alertas para detectar clientes detratores e coletar dados para tra\u00e7ar estrat\u00e9gias de convers\u00e3o de clientes promotores, entre outras fun\u00e7\u00f5es.<\/p>\n\n\n\n<p>Descubra como essa poderosa plataforma de gerenciamento de experi\u00eancia do cliente 360\u00ba pode fazer a diferen\u00e7a no seu neg\u00f3cio, contribuindo com dados acion\u00e1veis para o seu programa CX. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Agende uma demonstra\u00e7\u00e3o gratuita e converse com nossos consultores para entender todos os benef\u00edcios que sua empresa pode obter com a QuestionPro CX!<\/h4>\n\n\n\n<left>\n<a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?lan=es_LA&amp;sourceRef=blog\">\n<button style=\"background: #ff9f00;\">Criar conta gr\u00e1tis<\/button>\n<\/a>\n<a href=\"https:\/\/qpbr.questionpro.com\/democtas\" target=\"_blank\" rel=\"noopener\">\n<button>Agendar demonstra\u00e7\u00e3o<\/button>\n<\/a>\n<\/left>\n","protected":false},"excerpt":{"rendered":"<p>Com a cultura centrada no cliente ganhando cada vez mais espa\u00e7o nas empresas, faz sentido os m\u00e9todos de an\u00e1lise se [&hellip;]<\/p>\n","protected":false},"author":173,"featured_media":797783,"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],"tags":[],"class_list":{"0":"post-797746","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-experiencia-do-cliente-cx-pt-br","8":"entry"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>NPS 3.0 - Tudo o que voc\u00ea precisa saber est\u00e1 aqui!\u00a0<\/title>\n<meta name=\"description\" content=\"Confira este guia completo sobre a nova vers\u00e3o do net promoter score, o NPS 3.0. 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