{"id":19497,"date":"2025-11-21T16:33:03","date_gmt":"2025-11-21T14:33:03","guid":{"rendered":"https:\/\/openmet-xc2.whads.com\/?p=19497"},"modified":"2025-11-25T15:47:45","modified_gmt":"2025-11-25T13:47:45","slug":"calcul-nps-2025","status":"publish","type":"post","link":"https:\/\/openmet-xc2.whads.com\/ca\/calcul-nps-2025\/","title":{"rendered":"Guia completa de l\u2019NPS: com calcular-lo i interpretar-lo"},"content":{"rendered":"\n<p>El <strong>Net Promoter Score (NPS)<\/strong> s\u2019ha convertit en una de les m\u00e8triques m\u00e9s utilitzades per mesurar la satisfacci\u00f3 i la lleialtat dels clients. La seva simplicitat i capacitat per oferir una visi\u00f3 clara del vincle emocional amb una marca l\u2019han convertit en una refer\u00e8ncia clau per a les empreses que busquen millorar la seva estrat\u00e8gia d\u2019experi\u00e8ncia de client.<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Qu\u00e8 \u00e9s el Net Promoter Score (NPS) i per qu\u00e8 \u00e9s important<\/strong><\/h2>\n\n\n\n<p>El <strong>NPS<\/strong> \u00e9s un indicador que mesura la probabilitat que un client recomani una empresa, producte o servei. A difer\u00e8ncia d\u2019altres m\u00e8triques, l\u2019NPS se centra en la <strong>lleialtat i recomanaci\u00f3<\/strong>, cosa que el converteix en un predictor clau del creixement.<\/p>\n\n\n\n<p><strong>Dada clau<\/strong>: Segons estudis de <strong><a href=\"https:\/\/www.bain.com\/es-es\/\" data-type=\"link\" data-id=\"https:\/\/www.bain.com\/es-es\/\" target=\"_blank\" rel=\"noopener\">Bain &amp; Company<\/a><\/strong>, les empreses amb un NPS alt creixen el doble de r\u00e0pid que els seus competidors.<\/p>\n\n\n\n<div style=\"height:22px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>Com calcular l&#8217;NPS pas a pas<\/strong><\/strong><\/h2>\n\n\n\n<div style=\"height:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>Pregunta clau per mesurar l&#8217;NPS<\/strong><\/strong><\/h3>\n\n\n\n<p>Tot comen\u00e7a amb una sola pregunta:<br><em>\u201cEn una escala de 0 a 10, quina probabilitat hi ha que recomanis la nostra empresa\/producte\/servei a un amic o col\u00b7lega?\u201d<\/em><\/p>\n\n\n\n<div style=\"height:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>F\u00f3rmula per calcular l&#8217;NPS<\/strong><\/strong><\/h3>\n\n\n\n<p>L\u2019NPS es calcula restant el percentatge de <strong>detractors (0-6)<\/strong> al percentatge de <strong>promotors (9-10)<\/strong>:<\/p>\n\n\n\n<p><strong>NPS = % Promotors \u2013 % Detractors<\/strong><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Exemple pr\u00e0ctic de c\u00e0lcul<\/strong><\/h4>\n\n\n\n<p>Si una empresa obt\u00e9:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>60% de promotors<br><\/li>\n\n\n\n<li>20% de passius<br><\/li>\n\n\n\n<li>20% de detractors<br><\/li>\n<\/ul>\n\n\n\n<p>L\u2019NPS ser\u00e0: <strong>60% \u2013 20% = 40<\/strong><\/p>\n\n\n\n<div style=\"height:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>Com interpretar els resultats de l&#8217;NPS<\/strong><\/strong><\/h3>\n\n\n\n<div style=\"height:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\"><strong><strong>Rangs de l&#8217;NPS i el seu significat<\/strong><\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&lt;0:<\/strong> Problemes greus de satisfacci\u00f3.<\/li>\n\n\n\n<li><strong>0-30:<\/strong> Espai de millora.<\/li>\n\n\n\n<li><strong>30-70:<\/strong> Bon rendiment.<\/li>\n\n\n\n<li><strong>70+:<\/strong> Excel\u00b7lent experi\u00e8ncia de client.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>Limitacions de l&#8217;NPS i bones pr\u00e0ctiques<\/strong><\/strong><\/h2>\n\n\n\n<p>Tot i que l\u2019NPS \u00e9s \u00fatil, no s\u2019ha d\u2019analitzar de manera a\u00efllada. No aporta informaci\u00f3 qualitativa sobre <em>per qu\u00e8<\/em> els clients puntuen aix\u00ed.<\/p>\n\n\n\n<p>Per aix\u00f2, es recomana:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Complementar l\u2019NPS amb preguntes obertes.<br><\/li>\n\n\n\n<li>Analitzar tend\u00e8ncies al llarg del temps.<br><\/li>\n\n\n\n<li>Comparar-lo per segments de clients o punts de contacte.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>Com utilitzar l&#8217;NPS per millorar l\u2019experi\u00e8ncia de client<\/strong><\/strong><\/h2>\n\n\n\n<p>El veritable valor de l\u2019NPS est\u00e0 a <strong>vincular-lo a accions estrat\u00e8giques<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Actuar r\u00e0pid davant dels detractors.<\/li>\n\n\n\n<li>Detectar punts cr\u00edtics del customer journey.<\/li>\n\n\n\n<li>Identificar promotors per a programes de fidelitzaci\u00f3.<br><\/li>\n<\/ul>\n\n\n\n<div style=\"height:33px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusi\u00f3<\/strong><\/h2>\n\n\n\n<p>L\u2019NPS \u00e9s una m\u00e8trica senzilla per\u00f2 poderosa per entendre la percepci\u00f3 dels clients. No es tracta nom\u00e9s de calcular un n\u00famero, sin\u00f3 d\u2019interpretar-lo en el seu context i convertir-lo en una eina de millora cont\u00ednua.<\/p>\n\n\n\n<p>Des d\u2019Openmet, et deixem m\u00e9s informaci\u00f3 sobre <a href=\"https:\/\/openmet-xc2.whads.com\/ca\/openmet-customers\/enquestes-nps\/\"><strong>Enquestes NPS<\/strong><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>El Net Promoter Score (NPS) s\u2019ha convertit en una de les m\u00e8triques m\u00e9s utilitzades per mesurar la satisfacci\u00f3 i la lleialtat dels clients. La seva simplicitat i capacitat per oferir una visi\u00f3 clara del vincle emocional amb una marca l\u2019han convertit en una refer\u00e8ncia clau per a les empreses que busquen millorar la seva estrat\u00e8gia&#8230;<\/p>\n<p><a class=\"openmet-read-more-link\" href=\"https:\/\/openmet-xc2.whads.com\/ca\/calcul-nps-2025\/\">Llegir m\u00e9s<\/a><\/p>\n","protected":false},"author":5,"featured_media":19477,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"ub_ctt_via":"","footnotes":""},"categories":[126,129],"tags":[],"class_list":["post-19497","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-openmet-customersca","category-satisfaccio-de-clients"],"featured_image_src":"https:\/\/openmet-xc2.whads.com\/wp-content\/uploads\/2025\/10\/13862365_5370010-scaled.jpg","author_info":{"display_name":"openmet","author_link":"https:\/\/openmet-xc2.whads.com\/ca\/author\/egluu\/"},"_links":{"self":[{"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/posts\/19497","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/comments?post=19497"}],"version-history":[{"count":3,"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/posts\/19497\/revisions"}],"predecessor-version":[{"id":19500,"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/posts\/19497\/revisions\/19500"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/media\/19477"}],"wp:attachment":[{"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/media?parent=19497"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/categories?post=19497"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/ca\/wp-json\/wp\/v2\/tags?post=19497"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}