{"id":1376,"date":"2024-12-18T15:54:30","date_gmt":"2024-12-18T18:54:30","guid":{"rendered":"https:\/\/geekblogrh.wpengine.com\/?p=1376"},"modified":"2026-08-14T14:01:55","modified_gmt":"2026-08-14T17:01:55","slug":"5-passos-para-comecar-a-aplicar-o-enps-com-os-colaboradores-de-sua-empresa","status":"publish","type":"post","link":"https:\/\/www.geekhunter.com/pt/blog\/5-passos-para-comecar-a-aplicar-o-enps-com-os-colaboradores-de-sua-empresa\/","title":{"rendered":"5 passos para come\u00e7ar a aplicar o eNPS"},"content":{"rendered":"

Imagine ter colaboradores totalmente leais a sua organiza\u00e7\u00e3o. Colaboradores que se preocupam completamente com o sucesso dos clientes.<\/span><\/p>\n

E se houvesse uma maneira simples de medir a satisfa\u00e7\u00e3o e lealdade deles?<\/span><\/p>\n

Pois \u00e9, existe! E se chama eNPS (Employee Net Promoter Score)<\/strong>. <\/span><\/p>\n

O NPS surgiu em 2003, a partir de Fred Reichheld, feito especificamente para medir a satisfa\u00e7\u00e3o e lealdade de clientes, mas foi adaptado para ser utilizado por times de RH para que consigam ter um retorno relacionado a seus colaboradores.<\/span><\/p>\n

No dia a dia como consultor de empresas da GeekHunter, nos deparamos com perguntas relacionadas a avalia\u00e7\u00e3o da atual equipe. Ou seja, \u00e9 um assunto muito relevante e que pretendo abordar neste post. Vamos l\u00e1?<\/span><\/p>\n

Vantagens do eNPS<\/b><\/h2>\n

1.\u00a0<\/strong>eNPS \u00e9 de f\u00e1cil entendimento. S\u00e3o feitas, normalmente, de 1 a 3 perguntas;<\/span><\/p>\n

2.\u00a0<\/strong>Pode entregar insights, quando complementado com perguntas abertas;<\/span><\/p>\n

3.\u00a0<\/strong>Permite que um benchmark seja feito, da empresa em quest\u00e3o com outras;<\/span><\/p>\n

4.\u00a0<\/strong>Faz o colaborador pensar em uma resposta, para que reflita sobre o atual momento na empresa.<\/span><\/p>\n

A seguir apresento 5 passos para que voc\u00ea comece a aplicar o eNPS com os colaboradores de sua empresa! <\/strong><\/p>\n

1-Entenda a import\u00e2ncia da lealdade de um colaborador<\/b><\/h3>\n

Existem muitas raz\u00f5es pelas quais a lealdade de um colaborador importa, mas duas das mais importantes s\u00e3o: <\/span><\/p>\n

Eles d\u00e3o o m\u00e1ximo no trabalho.<\/strong><\/p>\n

Se um colaborador se sente identificado com sua empresa, ele poder\u00e1 concretizar o sonho de todo l\u00edder: um esfor\u00e7o sem tamanho para atingir os objetivos esperados.<\/span><\/p>\n

Ele n\u00e3o se conformar\u00e1 com o simples, e sempre ir\u00e1 procurar ir al\u00e9m trazendo proatividade em suas a\u00e7\u00f5es.<\/span><\/p>\n

Eles permanecem mais tempo<\/strong><\/p>\n

Isso muito importante, especialmente porque um desligamento pode custar caro<\/strong>.<\/span><\/p>\n

Ou seja, entender exatamente qu\u00e3o leais os empregados s\u00e3o e as raz\u00f5es por tr\u00e1s do por que serem leais ou n\u00e3o, pode ter um impacto muito grande nos neg\u00f3cios.<\/span><\/p>\n

2-Apresente e explique o eNPS antes de envi\u00e1-lo<\/b><\/h3>\n

A participa\u00e7\u00e3o \u00e9 fundamental, por isso, conseguir o m\u00e1ximo de colaboradores para completarem a pesquisa de eNPS \u00e9 crucial para ter os objetivos alcan\u00e7ados.<\/span><\/p>\n

Explicar: <\/span><\/p>\n

a) Por que estamos fazendo?<\/span><\/p>\n

b) Qual o valor disso?<\/span><\/p>\n

c) Por que \u00e9 seguro e discreto? <\/span><\/p>\n

…s\u00e3o uma forma de fazer os colaboradores entenderem melhor o sentido da pesquisa.<\/span><\/p>\n

3-Fa\u00e7a as perguntas certas<\/b><\/h3>\n

A simplicidade \u00e9 a maior arma do eNPS, por isso, o essencial sempre vence.<\/span><\/p>\n

Abaixo, cito 3 perguntas que podem ter um resultado impressionante:<\/span><\/p>\n

1. Voc\u00ea recomendaria a [EMPRESA] para algu\u00e9m trabalhar?<\/strong> (a resposta seria uma escala de 1 a 10)<\/p>\n

Essa \u00e9 a pergunta-chave de um eNPS e que vai trazer os resultados mensur\u00e1veis para a pesquisa, ou seja, \u00e9 a parte quantitativa.<\/span><\/p>\n

2. Por que?<\/strong><\/p>\n

3. O que poder\u00edamos fazer para que voc\u00ea possa responder 10 em uma pr\u00f3xima oportunidade?<\/strong><\/p>\n

Algumas empresas tamb\u00e9m realizam a 2 e 3 para serem pr\u00e1ticas com rela\u00e7\u00e3o a pontos de melhoria e percep\u00e7\u00f5es qualitativas, mesmo que isso seja trabalhoso para medir posteriormente, em empresas com grande n\u00famero de colaboradores.<\/span><\/p>\n

4-Ap\u00f3s o preenchimento, calcule o eNPS<\/b><\/h3>\n

Fim da pesquisa? Show de bola! <\/span><\/p>\n

Agora \u00e9 hora de segmentar os colaboradores ap\u00f3s o eNPS, com base na pergunta de n\u00famero 1, feita anteriormente: <\/span><\/p>\n

Detratores<\/strong>:<\/strong> Colaboradores que responderam de 1 a 6 s\u00e3o detratores. Eles geralmente falam mal sobre a empresa.<\/span><\/p>\n

Neutros<\/strong>:<\/strong> Os que responderam de 7 a 8 s\u00e3o medianos, neutros, e n\u00e3o ligam tanto. <\/span><\/p>\n

Promotores<\/strong>:<\/strong> J\u00e1 os que responderam de 9 a 10 s\u00e3o os promotores da marca. Pessoas que amam o que fazem, amam a empresa e contam a todos qu\u00e3o bom \u00e9 trabalhar l\u00e1.<\/span><\/p>\n

A f\u00f3rmula, portanto, se d\u00e1 dessa forma:<\/span><\/p>\n

% Empregados Promotores – % Empregados Detratores = % eNPS<\/b><\/p>\n

Por exemplo: se voc\u00ea tem 100 colaboradores e os resultados que voc\u00ea capta por uma pesquisa de eNPS s\u00e3o:<\/span><\/p>\n

40 Detratores<\/p>\n

30 Neutros<\/p>\n

30 Promotores<\/p>\n

A conta \u00e9:<\/span><\/p>\n

30% (Promotores) – 40% (Detratores) = -10%<\/strong>.<\/span><\/p>\n

J\u00e1 que o eNPS \u00e9 representado como um n\u00famero e n\u00e3o uma porcentagem, o resultado final seria um eNPS de -10.<\/span><\/p>\n

As pessoas consideradas neutras (7 a 8) n\u00e3o s\u00e3o inclu\u00eddas no c\u00e1lculo pois n\u00e3o “jogam pra um time nem outro”, seriam consideradas irrelevantes na pesquisa.<\/span><\/p>\n

5-Entenda quais a\u00e7\u00f5es tomar para melhoria cont\u00ednua<\/b><\/h3>\n

H\u00e1 uma grande d\u00favida sobre \u201cqual seria a m\u00e9dia ideal do eNPS da minha empresa?\u201d. Isso depende bastante! Qual o segmento, qual o n\u00famero de colaboradores, qual a regi\u00e3o, e tantos outros pontos.<\/span><\/p>\n

Sobre a const\u00e2ncia da pesquisa aplicada, algumas empresas aplicam a pesquisa de eNPS mensalmente, outras a cada tr\u00eas meses, e algumas somente duas vezes por ano. <\/span><\/p>\n

O importante \u00e9 entender \u201co que fazer com esses dados\u201d para que a empresa sempre esteja melhorando continuamente, e na pr\u00f3xima pesquisa, contar com um grande n\u00famero de Promotores.<\/span><\/p>\n

E a\u00ed, vamos aplicar o eNPS?<\/b><\/h2>\n

Para incentivar sua empresa, dou uma dica preciosa: o site <\/span>www.enps.co<\/span><\/strong> tem um plano gratuito para at\u00e9 100 pesquisas rodando! \u00d3timo para quem quer come\u00e7ar ou concretizar esta pesquisa de avalia\u00e7\u00e3o.<\/span><\/p>\n

E voc\u00ea, j\u00e1 aplicou ou aplica pesquisas de eNPS? Quais os resultados obtidos e as a\u00e7\u00f5es tomadas a partir disso? <\/span><\/p>\n

Compartilhe com a equipe da Geekhunter, comentando abaixo \ud83d\ude42<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Imagine ter colaboradores totalmente leais a sua organiza\u00e7\u00e3o. E se houvesse uma maneira simples de medir a satisfa\u00e7\u00e3o e lealdade deles? Pois \u00e9, existe! E se chama eNPS.<\/p>\n","protected":false},"author":167,"featured_media":14866,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[5866],"tags":[],"class_list":["post-1376","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-rh-tech"],"acf":[],"yoast_head":"\n5 passos para come\u00e7ar a aplicar o eNPS - Blog Geekhunter<\/title>\n<meta name=\"description\" content=\"O eNPS \u00e9 um m\u00e9trica que determina o qu\u00e3o um time \u00e9 engajado ou n\u00e3o. E voc\u00ea sabe: engajamento \u00e9 sucesso. Como aplicar o eNPS? 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