{"id":94655,"date":"2026-09-24T21:29:13","date_gmt":"2026-09-24T21:29:13","guid":{"rendered":"https:\/\/mailrelay.com\/glossary\/nps-net-promoter-score\/"},"modified":"2026-09-24T21:29:15","modified_gmt":"2026-09-24T21:29:15","slug":"nps-net-promoter-score","status":"publish","type":"glossary","link":"https:\/\/mailrelay.com\/pt\/glossario\/nps-net-promoter-score\/","title":{"rendered":"NPS (Net Promoter Score)"},"content":{"rendered":"<p>O NPS, sigla de <em>Net Promoter Score<\/em>, \u00e9 um indicador-chave que permite conhecer o grau de satisfa\u00e7\u00e3o dos clientes de uma empresa, <a href=\"https:\/\/mailrelay.com\/pt\/blog\/2016\/08\/18\/imagem-corporativa-de-uma-empresa-o-que-e-e-como-melhora-la\/\" target=\"_blank\" rel=\"noopener\">sua imagem<\/a>, bem como a fidelidade que demonstram por ela. De outra forma, o NPS \u00e9 um indicador da satisfa\u00e7\u00e3o dos nossos clientes e pode ser medido com apenas uma pergunta aos clientes.<\/p>\n<h2>1. Como calcular o NPS (Net Promoter Score)<\/h2>\n<p>Calcular o NPS n\u00e3o \u00e9 nada complicado, basta fazer uma pergunta ao cliente na qual ele possa indicar o grau de satisfa\u00e7\u00e3o em uma escala de 1 a 10. Como, por exemplo:<\/p>\n<p>\u00c9 prov\u00e1vel que voc\u00ea recomende nosso servi\u00e7o? Quanto voc\u00ea recomendaria nossa marca a outra pessoa? Voc\u00ea recomendaria nosso produto? Qual \u00e9 a probabilidade de voc\u00ea nos recomendar a um amigo ou familiar?<\/p>\n<p>Depois que os clientes respondem, s\u00e3o criados tr\u00eas grupos com base na pontua\u00e7\u00e3o que deram:<\/p>\n<ul>\n<li><strong>Detratores.<\/strong>  Estes s\u00e3o os usu\u00e1rios que deixaram uma avalia\u00e7\u00e3o entre 0 e 6. O que indica um descontentamento claro, por isso n\u00e3o v\u00e3o nos recomendar. O mais prov\u00e1vel \u00e9 que fa\u00e7am justamente o contr\u00e1rio: dizer a conhecidos e familiares para n\u00e3o comprarem nossos produtos\/servi\u00e7os.<\/li>\n<li><strong>Passivos.<\/strong>  Eles s\u00e3o os usu\u00e1rios que indicaram uma pontua\u00e7\u00e3o de 7 ou 8. O que indica que \u00e9 pouco prov\u00e1vel que nos recomendem; podem faz\u00ea-lo, mas tamb\u00e9m n\u00e3o v\u00e3o ser detratores nem realizar a\u00e7\u00f5es negativas contra n\u00f3s.<\/li>\n<li><strong>Promotores.<\/strong>  Trata-se dos usu\u00e1rios que responderam com uma avalia\u00e7\u00e3o de 9 ou 10. Por isso, \u00e9 muito prov\u00e1vel que nos recomendem a familiares e conhecidos, pois a experi\u00eancia deles conosco foi excelente.<\/li>\n<\/ul>\n<p>Para conhecer nosso NPS, o n\u00famero de promotores e detratores \u00e9 convertido em porcentagem e depois s\u00e3o subtra\u00eddos (os passivos s\u00e3o omitidos). Sendo o resultado dessa subtra\u00e7\u00e3o a porcentagem de NPS que temos.<\/p>\n<p>Vamos ver um exemplo, para entender melhor. Em nosso formul\u00e1rio, um total de 200 clientes responderam e estes s\u00e3o os resultados:<\/p>\n<ul>\n<li>Detratores: 20 dos 200. Portanto, (20\/200) *100 = 10%<\/li>\n<li>Passivos: 60 dos 200. Portanto, 60\/200 = 30%<\/li>\n<li>Promotores: 120 dos 200. Portanto, 120\/200 = 60%<\/li>\n<\/ul>\n<p>Com esses dados, aplicamos a f\u00f3rmula:<\/p>\n<p><code>NPS = Porcentaje de promotores (%) - Porcentaje de detractores (%)<\/code><\/p>\n<p>Que, tomando como base o exemplo, seria: NPS = 60% &#8211; 10% = 50%<\/p>\n<p>Um NPS de 50%.<\/p>\n<h2>2. Vantagens do NPS<\/h2>\n<p>Conhecer a porcentagem de satisfa\u00e7\u00e3o dos clientes \u00e9 um excelente ponto de partida para melhorar nosso neg\u00f3cio. Oferecendo muitas vantagens:<\/p>\n<ul>\n<li>Oferece de forma clara e direta um indicativo real da percep\u00e7\u00e3o que os clientes t\u00eam do nosso neg\u00f3cio\/empresa.<\/li>\n<li>Com base nas opini\u00f5es recebidas, \u00e9 poss\u00edvel tomar a\u00e7\u00f5es que melhorem a percep\u00e7\u00e3o que os clientes t\u00eam.<\/li>\n<li>Colocar em pr\u00e1tica uma pesquisa quase n\u00e3o exige esfor\u00e7o e \u00e9 muito econ\u00f4mico de implementar.<\/li>\n<li>\u00c9 poss\u00edvel oferecer uma resposta pessoal e satisfat\u00f3ria aos detratores, para tentar transform\u00e1-los em passivos ou at\u00e9 mesmo em promotores.<\/li>\n<li>Seu uso, ao longo do tempo, permite ver tend\u00eancias e melhorar a satisfa\u00e7\u00e3o dos clientes de forma eficaz.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">Artigos relacionados<\/h2>\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/mailrelay.com\/pt\/glossario\/pomodoro\/\">Pomodoro<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/mailrelay.com\/pt\/glossario\/pop3\/\">POP3<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/mailrelay.com\/pt\/glossario\/ppc-pagamento-por-click\/\">PPC (Pagamento por Click)<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/mailrelay.com\/pt\/glossario\/preco\/\">Pre\u00e7o<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/mailrelay.com\/pt\/glossario\/preheader-de-email\/\">Preheader de email<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/mailrelay.com\/pt\/glossario\/orcamento-em-marketing\/\">Or\u00e7amento em marketing<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/mailrelay.com\/pt\/glossario\/product-feed-optimization\/\">Product feed optimization<\/a><\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">Descubra como <a href=\"https:\/\/mailrelay.com\/pt\/\">Mailrelay<\/a> pode ajudar voc\u00ea com sua estrat\u00e9gia de email marketing.<\/p>\n","protected":false},"template":"","class_list":["post-94655","glossary","type-glossary","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - 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De outra forma, o NPS \u00e9 um indicador da satisfa\u00e7\u00e3o dos nossos clientes e pode ser medido com apenas uma pergunta aos clientes.&hellip;","_links":{"self":[{"href":"https:\/\/mailrelay.com\/pt\/wp-json\/wp\/v2\/glossary\/94655","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mailrelay.com\/pt\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/mailrelay.com\/pt\/wp-json\/wp\/v2\/types\/glossary"}],"version-history":[{"count":1,"href":"https:\/\/mailrelay.com\/pt\/wp-json\/wp\/v2\/glossary\/94655\/revisions"}],"predecessor-version":[{"id":94656,"href":"https:\/\/mailrelay.com\/pt\/wp-json\/wp\/v2\/glossary\/94655\/revisions\/94656"}],"wp:attachment":[{"href":"https:\/\/mailrelay.com\/pt\/wp-json\/wp\/v2\/media?parent=94655"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}