{"id":463,"date":"2020-11-08T15:49:10","date_gmt":"2020-11-08T15:49:10","guid":{"rendered":"https:\/\/www.eclipseexperience.net\/?p=463"},"modified":"2024-10-05T15:04:42","modified_gmt":"2024-10-05T15:04:42","slug":"mediciones-nps-que-es-ventajas-y-conclusiones","status":"publish","type":"post","link":"https:\/\/www.eclipseexperience.net\/en\/mediciones-nps-que-es-ventajas-y-conclusiones\/","title":{"rendered":"Mediciones NPS: Qu\u00e9 es, ventajas y conclusiones."},"content":{"rendered":"<p><\/p>\n\n\n\n<h2 class=\"has-luminous-vivid-orange-color has-text-color wp-block-heading\" style=\"font-size:14px\"><strong>\u00bfQu\u00e9 son las mediciones NPS?<\/strong><\/h2>\n\n\n\n<p>Las <strong>mediciones NPS<\/strong> (Net Promoter Score) es la forma m\u00e1s eficiente para medir cuan capaces son nuestros clientes de recomendarnos como empresa. Cada d\u00eda su uso es m\u00e1s frecuente, sobre todo, en encuestas y estudios de satisfacci\u00f3n, fidelizaci\u00f3n y experiencia de los clientes.<\/p>\n\n\n\n<!--more-->\n\n\n\n<p class=\"has-black-color has-text-color\">NPS es una <strong>m\u00e9trica<\/strong> muy popular y que crece d\u00eda a d\u00eda, que se obtiene preguntando a los clientes por su inclinaci\u00f3n a recomendar el producto o servicio (usando, por ejemplo, la pregunta \u201c\u00bfQu\u00e9 probabilidad hay de que recomiende este producto\/servicio a&nbsp;familiares y amigos?\u201d).<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"341\" src=\"https:\/\/www.eclipseexperience.net\/wp-content\/uploads\/2021\/03\/NPS-eng-1024x341.jpg\" alt=\"mediciones NPS\" class=\"wp-image-464\" srcset=\"https:\/\/www.eclipseexperience.net\/wp-content\/uploads\/2021\/03\/NPS-eng-1024x341.jpg 1024w, https:\/\/www.eclipseexperience.net\/wp-content\/uploads\/2021\/03\/NPS-eng-980x327.jpg 980w, https:\/\/www.eclipseexperience.net\/wp-content\/uploads\/2021\/03\/NPS-eng-480x160.jpg 480w\" sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) 1024px, 100vw\" \/><\/figure>\n\n\n\n<p>Mediante las respuestas, se clasifican a los clientes en 3 grupos:<\/p>\n\n\n\n<ul class=\"has-text-color wp-block-list\"><li><span style=\"color: #008000;\">Promotores:<\/span>&nbsp;Los que contestan 9 o 10. Se considera que son clientes fieles y entusiastas del producto o servicio y que adem\u00e1s lo recomiendan activamente.<\/li><\/ul>\n\n\n\n<ul class=\"has-text-color wp-block-list\"><li><span style=\"color: #ffcc00;\">Pasivos:<\/span>&nbsp;Los que contestan 7 u 8. Se les considera clientes satisfechos pero no entusiasmados, que pueden ser f\u00e1cilmente atra\u00eddos por la competencia.<\/li><\/ul>\n\n\n\n<ul class=\"has-text-color wp-block-list\"><li><span style=\"color:#ff0000 ;\">Detractores:<\/span>&nbsp;El resto de clientes se les considera clientes insatisfechos que compran el producto o el servicio porque no tiene m\u00e1s remedio.<\/li><\/ul>\n\n\n\n<p>El \u00edndice NPS se calcula restando el porcentaje de clientes &#8220;Detractores&#8221; del porcentaje de &#8220;Promotores&#8221;.<\/p>\n\n\n\n<p>Los Pasivos s\u00f3lo cuentan a la hora de calcular los porcentajes. Un NPS de -100 se dar\u00eda si todos los clientes fueran Detractores. Un NPS de 100 se dar\u00eda si todos fueran Promotores. En general, NPS con valores mayores a cero se consideran un buen dato para la empresa.<\/p>\n\n\n\n<p>Veamos a continuaci\u00f3n un breve resumen de <strong>las ventajas que plantea el uso de NPS.<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>F\u00e1cil de encuestar:<\/strong>&nbsp;Los clientes contestan m\u00e1s f\u00e1cilmente las encuestas cuando son cortas y f\u00e1ciles. Y las encuestas NPS suelen serlo. Muchas veces s\u00f3lo contienen una pregunta y un campo abierto para sugerencias. Esto ayuda a simplificar el proceso, tener m\u00e1s respuestas y conseguir muestras m\u00e1s representativas del universo de clientes.<\/li><li><strong>F\u00e1cil de explicar:<\/strong>&nbsp;No es necesario ser un experto en an\u00e1lisis de clientes para comprender qu\u00e9 es NPS. Esto facilita la comprensi\u00f3n de los resultados por parte de la empresa que usa NPS y tambi\u00e9n el trabajo de an\u00e1lisis de datos y reporting.<\/li><li><strong>Focaliza:<\/strong>&nbsp;Tener un \u00fanico \u00edndice NPS centraliza, simplifica y focaliza la atenci\u00f3n de directivos y empleados en general. Es \u00fatil para mejorar la orientaci\u00f3n al cliente de la compa\u00f1\u00eda, porque es un indicador que puede compartirse con todos los empleados y formar parte del cuadro de mandos de la direcci\u00f3n de la empresa.<\/li><li><strong>Es universal:<\/strong>&nbsp;Puede usarse en todo tipo de productos y servicios, y es muy popular, por lo que es relativamente f\u00e1cil comparar resultados (benchmarking) con el mercado.<\/li><\/ul>\n\n\n\n<h3 class=\"has-luminous-vivid-orange-color has-text-color has-small-font-size wp-block-heading\"><strong><br>Conclusi\u00f3n<\/strong><\/h3>\n\n\n\n<p><strong>NPS es una m\u00e9trica para medir la fidelidad de los clientes<\/strong>. Es muy popular, sencilla de explicar y f\u00e1cil de utilizar.&nbsp;<\/p>\n\n\n\n<p>Actualmente existen algunas herramientas para medir el NPS de la empresa, siendo la actual&nbsp;y m\u00e1s reconocida&nbsp;<a href=\"https:\/\/www.witadvisor.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">WitAdvisor<\/a>. Desde&nbsp;<a href=\"https:\/\/www.grupoeclipse.net\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Grupo Eclipse<\/strong>&nbsp;<\/a>la hemos implementado en mucho de nuestros clientes y es por eso que la recomendamos. Su implementaci\u00f3n es muy sencilla y posee una interface con chat interactivo, que permite una experiencia muy amigable por parte de los clientes, logrando de esta forma un alto nivel de respuesta.<\/p>\n\n\n\n<p>Para m\u00e1s inforamci\u00f3n sobre esta herramienta, comun\u00edquese con nosotros y lo asesoraremos.<\/p>\n\n\n\n<p>Cualquier duda, consulta o informaci\u00f3n extra que se quiera tener al respecto, mande un mail a&nbsp;<a href=\"mailto:info@grupoeclipse.net\">info@grupoeclipse.net<\/a>&nbsp;o comuniquese con el chat de la p\u00e1gina.<\/p>","protected":false},"excerpt":{"rendered":"<p>\u00bfQu\u00e9 son las mediciones NPS? Las mediciones NPS (Net Promoter Score) es la forma m\u00e1s eficiente para medir cuan capaces son nuestros clientes de recomendarnos como empresa. Cada d\u00eda su uso es m\u00e1s frecuente, sobre todo, en encuestas y estudios de satisfacci\u00f3n, fidelizaci\u00f3n y experiencia de los clientes.<\/p>","protected":false},"author":4,"featured_media":223263,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","_joinchat":[],"footnotes":""},"categories":[2],"tags":[38,42,41,40,43],"class_list":["post-463","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-biblioteca-y-news","tag-customer-experience","tag-mediciones-nps","tag-metricas","tag-nps","tag-satisfaccion-del-cliente"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mediciones NPS: Qu\u00e9 es, ventajas y conclusiones. | Eclipse Experience - Marketing &amp; Customer Experience<\/title>\n<meta name=\"description\" content=\"Las mediciones NPS (Net Promoter Score) es la forma m\u00e1s eficiente para medir cuan capaces son nuestros clientes de recomendarnos como empresa.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.eclipseexperience.net\/en\/mediciones-nps-que-es-ventajas-y-conclusiones\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mediciones NPS: Qu\u00e9 es, ventajas y conclusiones.\" \/>\n<meta property=\"og:description\" content=\"Las mediciones NPS (Net Promoter Score) es la forma m\u00e1s eficiente para medir cuan capaces son nuestros clientes de recomendarnos como empresa.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.eclipseexperience.net\/en\/mediciones-nps-que-es-ventajas-y-conclusiones\/\" \/>\n<meta property=\"og:site_name\" content=\"Eclipse Experience - 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