{"id":13403,"date":"2026-08-28T15:22:47","date_gmt":"2026-08-28T13:22:47","guid":{"rendered":"https:\/\/3cxcloud.lt\/nps-e-csat\/"},"modified":"2026-08-28T15:22:47","modified_gmt":"2026-08-28T13:22:47","slug":"nps-e-csat","status":"publish","type":"page","link":"https:\/\/3cxcloud.lt\/pt-br\/nps-e-csat\/","title":{"rendered":"Net Promoter Score (NPS) e CSAT"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"13403\" class=\"elementor elementor-13403\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-23e827b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"23e827b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4cb0e47\" data-id=\"4cb0e47\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ddaee8a elementor-widget elementor-widget-spacer\" data-id=\"ddaee8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-956fce1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"956fce1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-dd6f1cb\" data-id=\"dd6f1cb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0e3af03 elementor-widget elementor-widget-text-editor\" data-id=\"0e3af03\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>O que s\u00e3o o Net Promoter Score (NPS) e o CSAT?<\/h2><h3>NPS \u2013 a m\u00e9trica central para medir a lealdade<\/h3><p>O Net Promoter Score \u00e9 uma m\u00e9trica fundamental para avaliar a lealdade e a satisfa\u00e7\u00e3o dos clientes. Ele mostra \u00e0 empresa qual \u00e9 a probabilidade de seus clientes recomendarem seus produtos ou servi\u00e7os a amigos e colegas. A primeira pergunta do NPS questiona os clientes sobre a disposi\u00e7\u00e3o de recomendar a empresa, e as respostas produzem esse n\u00famero importante. Compreender o NPS \u00e9 essencial para melhorar a experi\u00eancia do cliente e aperfei\u00e7oar a estrat\u00e9gia do neg\u00f3cio.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-c7f57e4\" data-id=\"c7f57e4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a7bf0fc elementor-widget elementor-widget-image\" data-id=\"a7bf0fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"381\" height=\"503\" src=\"https:\/\/3cxcloud.lt\/wp-content\/uploads\/2024\/07\/NPS.png\" class=\"attachment-large size-large wp-image-6711\" alt=\"Klient\u0173 rekomendavimo indeksas (NPS)\" srcset=\"https:\/\/3cxcloud.lt\/wp-content\/uploads\/2024\/07\/NPS.png 381w, https:\/\/3cxcloud.lt\/wp-content\/uploads\/2024\/07\/NPS-227x300.png 227w\" sizes=\"(max-width: 381px) 100vw, 381px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fc7387e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fc7387e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c152bdf\" data-id=\"c152bdf\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e403131 elementor-widget elementor-widget-heading\" data-id=\"e403131\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\"><h3>NPS \/ CSAT <\/h3> \u00e9 uma das medidas mais importantes de satisfa\u00e7\u00e3o e lealdade do cliente. Para elev\u00e1-lo, \u00e9 preciso identificar os principais problemas que reduzem a chance de recomenda\u00e7\u00e3o e agir sobre eles.<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2b6b68e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2b6b68e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-dee72c2\" data-id=\"dee72c2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-efaf263 elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"efaf263\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"476\" height=\"244\" src=\"https:\/\/3cxcloud.lt\/wp-content\/uploads\/2024\/07\/NPS_over_time.png\" class=\"attachment-large size-large wp-image-6748\" alt=\"Grafikas, iliustruojantis Klient\u0173 rekomendavimo indeks\u0105 (NPS) augim\u0105 per pastaruosius metus. Jame ai\u0161kiai pa\u017eym\u0117ti procentiniai poky\u010diai, tod\u0117l lengva pasteb\u0117ti met\u0173 eigoje vykusius poky\u010dius\" srcset=\"https:\/\/3cxcloud.lt\/wp-content\/uploads\/2024\/07\/NPS_over_time.png 476w, https:\/\/3cxcloud.lt\/wp-content\/uploads\/2024\/07\/NPS_over_time-300x154.png 300w\" sizes=\"(max-width: 476px) 100vw, 476px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-94f8810\" data-id=\"94f8810\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d8671d5 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d8671d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3 style=\"font-variant-ligatures: normal; font-variant-caps: normal; font-family: 'Hind Guntur'; font-style: normal;\">Como melhorar o seu NPS?<\/h3> <ol style=\"font-variant-ligatures: normal; font-variant-caps: normal; font-family: 'Hind Guntur'; font-size: 14px; font-style: normal; font-weight: 100; color: #000000;\"> <li style=\"font-size: 14px;\"><span style=\"font-size: 14px; font-weight: 600;\">Ou\u00e7a o retorno dos clientes<\/span>: acolha as cr\u00edticas e as sugest\u00f5es para poder melhorar o produto ou servi\u00e7o.<\/li> <li style=\"font-size: 14px;\"><span style=\"font-size: 14px; font-weight: 600;\">Melhore o atendimento ao cliente<\/span>: garanta que seja r\u00e1pido, cordial e eficaz.<\/li> <li style=\"font-size: 14px;\"><span style=\"font-size: 14px; font-weight: 600;\">Continue melhorando o produto ou servi\u00e7o<\/span>: invista em inova\u00e7\u00e3o e qualidade.<\/li> <li style=\"font-size: 14px;\"><span style=\"font-size: 14px; font-weight: 600;\">Personalize a experi\u00eancia<\/span>: ofere\u00e7a aos clientes descontos, ofertas e outras vantagens individuais.<\/li> <\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d8f24b2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d8f24b2\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2534beb\" data-id=\"2534beb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d84650a elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d84650a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>Como o Net Promoter Score \u00e9 calculado?<\/h3><p>O NPS vem de uma pergunta simples: \u201cQual \u00e9 a probabilidade de voc\u00ea recomendar nossa empresa (ou produto\/servi\u00e7o) a um amigo ou colega?\u201d Os clientes respondem em uma escala de 0 a 10, em que 0 significa \u201cde forma alguma recomendaria\u201d e 10 significa \u201ccom certeza recomendaria\u201d. Com base nessas respostas, os clientes se dividem em tr\u00eas grupos:<\/p><ul><li><strong>Promotores (9\u201310)<\/strong>: clientes muito satisfeitos que recomendam ativamente a empresa.<\/li><li><strong>Neutros (7\u20138)<\/strong>: clientes neutros, nem entusiasmados nem insatisfeitos.<\/li><li><strong>Detratores (0\u20136)<\/strong>: clientes insatisfeitos que podem falar mal da empresa.<\/li><\/ul><p>O NPS \u00e9 a porcentagem de promotores menos a porcentagem de detratores. O resultado pode variar de -100 a +100.<\/p><h3>Por que o NPS importa?<\/h3><ol><li><strong>Medi\u00e7\u00e3o da lealdade<\/strong>: o NPS \u00e9 um indicador confi\u00e1vel de qu\u00e3o bem a empresa ret\u00e9m clientes e constr\u00f3i uma base leal.<\/li><li><strong>Crescimento do neg\u00f3cio<\/strong>: um NPS alto mostra que a maioria dos clientes est\u00e1 satisfeita e disposta a recomendar voc\u00ea, o que ajuda a atrair novos.<\/li><li><strong>Melhoria da experi\u00eancia<\/strong>: o NPS revela n\u00e3o s\u00f3 os pontos fortes da empresa, mas as fraquezas que precisam de trabalho.<\/li><li><strong>Vantagem competitiva<\/strong>: empresas com NPS alto costumam superar os concorrentes, porque seus clientes s\u00e3o leais e t\u00eam menos propens\u00e3o a trocar.<\/li><\/ol><h3>Net Promoter Score \u2013 vantagens e limites<\/h3><p><strong>Vantagens:<\/strong><\/p><ul><li>Simples e f\u00e1cil de usar.<\/li><li>D\u00e1 uma leitura r\u00e1pida da lealdade do cliente.<\/li><li>Serve para todos os setores.<\/li><\/ul><p> <\/p><h3>Sobre o NPS<\/h3><p>O Net Promoter Score \u00e9 uma ferramenta essencial para medir a lealdade do cliente e identificar onde melhorar. Bem utilizado, o NPS ajuda a melhorar a experi\u00eancia do cliente, elevar a lealdade e sustentar o crescimento de longo prazo.<\/p><p><a href=\"https:\/\/en.wikipedia.org\/wiki\/Net_promoter_score\" target=\"_blank\" rel=\"noopener\">Wiki em<\/a>: Net Promoter Score (NPS).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4087113 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4087113\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c303dc0\" data-id=\"c303dc0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c2a632 elementor-widget elementor-widget-heading\" data-id=\"4c2a632\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Produto relacionado<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2ebe393 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2ebe393\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b6c8e22\" data-id=\"b6c8e22\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0868ce1 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"0868ce1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/3cxcloud.lt\/pt-br\/retornos-automaticos\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Retornos autom\u00e1ticos para chamadas perdidas<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/3cxcloud.lt\/pt-br\/agent-desktop-br\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">E-mail, canais sociais, chamadas, SMS e chat \u2014 uma \u00fanica janela<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/3cxcloud.lt\/pt-br\/agent-desktop-br\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Integra\u00e7\u00e3o<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/tele-robot.eu\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Uma solu\u00e7\u00e3o de chamadas automatizadas<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fd1b046 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fd1b046\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d649c24\" data-id=\"d649c24\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a6b0091 elementor-align-center popmake-13375 elementor-widget elementor-widget-button\" data-id=\"a6b0091\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span 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