O que é Employee Net Promoter Score (eNPS)?
Se você deseja construir uma empresa próspera e resiliente, precisa entender que os colaboradores são o coração do seu negócio. Funcionários engajados, motivados e conectados com o propósito da organização não apenas entregam melhores resultados, mas também se tornam embaixadores da sua marca. Mas como mensurar esse engajamento de forma objetiva e identificar áreas de […]
7 dicas para aumentar suas taxas de resposta em pesquisas de satisfação
Quem trabalha com pesquisas de satisfação sabe como é trabalhoso manter e melhorar as taxas de resposta, não é mesmo? Define-se cada pergunta com cuidado, o canal de contato é escolhido levando em consideração o perfil do cliente e há inúmero detalhes técnicos que precisam receber atenção. É por isso que não há resultado mais […]
NPS® Relacional e Transacional: Entenda a diferença ao aplicar a métrica
There's no denying that one of the biggest advantages of the Net Promoter Score℠ is its versatility. Besides being a very popular metric, it has different ways of being measured and applied. How you measure your score—whether quarterly or immediately after a transaction—will give your company the ability to […]
Pesquisa de satisfação: transforme dados em estratégia
Customer satisfaction research is an essential technique for understanding public perception of a company and developing strategies for improvements and adjustments. Even though employees and entrepreneurs are always aware of their problems and know what needs improvement, there's no one better at pointing out successes and failures […]
Lealdade do cliente, você está fazendo errado! 4 grandes mitos sobre a fidelização de cliente
Stop trying to charm your customer – that's not how you'll win more loyal customers. This is a difficult and costly strategy for the company and, worse, it fails to proportionally increase customer loyalty. This is what Gartner, in partnership with CBE, affirms. We've been hearing this for a while now..
Como transformar um alto NPS® em recomendações
You worked hard to achieve a high NPS® score, but now you don't know what the next steps are? How about transforming all that feedback into more business by creating a referral program for your clients? In a banking study conducted by the Harvard Business Review, 10,000 accounts were monitored for three years. Through […]
Pergunta NPS: Estratégias e variações para medir a lealdade dos clientes
Did you know that besides the standard NPS question we're already familiar with, it has different ways of being applied? If you didn't already know, this metric measures customer loyalty. The metric uses a type of score to identify whether a customer can be considered loyal or not, and thus, their […]
Como saber se o meu NPS® está tendencioso?
If you've been using the Net Promoter Score℠ for a while, you've probably wondered if your survey is biased, right? That makes perfect sense, because NPS®, like any survey metric, can be biased towards achieving higher scores. For example, you might trust the Net Promoter data […]
6 regras de sucesso para medir o NPS®
We all know that NPS® is a very powerful metric for measuring customer loyalty with a single question. What few people know is that it was developed to be a management model within companies, and not just a research metric as many believe. According to Fred Reichheld, author of the book […]
Fechamento de loop com clientes: A ciência do NPS®
You already use the Net Promoter Score℠ (NPS®) methodology to track your customers' relationship with your product, but what do you do with that indicator afterward? Asking customers for feedback and finding out how willing they are to recommend your company is the first step, and congratulations on having done so!
