{"id":12152,"date":"2018-03-07T21:07:36","date_gmt":"2018-03-07T21:07:36","guid":{"rendered":"https:\/\/www.witadvisor.com\/prensa\/prensa\/?p=12152"},"modified":"2026-06-30T14:32:43","modified_gmt":"2026-06-30T17:32:43","slug":"que-es-el-indice-nps","status":"publish","type":"post","link":"https:\/\/witadvisor.com\/news\/que-es-el-indice-nps\/","title":{"rendered":"\u00cdndice NPS \u00bfQu\u00e9 es el Net Promoter Score?"},"content":{"rendered":"<h2><b>Qu\u00e9 es el NPS (Net Promoter Score)<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Cuando hablamos de <strong>\u00edndice NPS<\/strong>, siglas de su significado en ingl\u00e9s <strong>Net Promoter Score\u00ae<\/strong>, nos estamos refiriendo a una herramienta que propone medir la lealtad de los clientes de una empresa, bas\u00e1ndose en las recomendaciones que ellos pudieran hacer a otras personas. Esta medida es utilizada en un amplio abanico de sectores para medir la <strong>satisfacci\u00f3n de los clientes<\/strong>. La cl\u00e1sica pregunta que mide el NPS es: &#8220;\u00bfCu\u00e1n probable es que recomiendes mi marca a tus familiares o amigos?&#8221;, obviamente adaptada a cada empresa o industria.<\/span><\/p>\n<h3><b>Promotores, Pasivos y Detractores<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">El <strong>NPS<\/strong> permite clasificar a los clientes en tres grupos: Promotores, Pasivos o Detractores. Los <strong>Promotores<\/strong> son clientes cuyas experiencias con la empresa han sido muy positivas y est\u00e1n predispuestos a recomendarla. Los <strong>Pasivos<\/strong>, tambi\u00e9n llamados <strong>Neutros<\/strong>, son clientes cuyas experiencias han sido simplemente satisfactorias y por tanto se encuentran indiferentes a recomendarla. Los <strong>Detractores<\/strong>, el punto m\u00e1s cr\u00edtico de esta interacci\u00f3n, son aquellos que han tenido una experiencia negativa y por supuesto no estar\u00e1n dispuestos a recomendar la empresa.<\/span><\/p>\n<h2><b>\u00bfC\u00f3mo se calcula el \u00edndice NPS?<\/b><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-full wp-image-15432\" src=\"https:\/\/witadvisor.com\/news\/wp-content\/uploads\/2021\/02\/nps1.png\" alt=\"C\u00f3mo se calcula el \u00edndice NPS - Net Promoter Score\" width=\"850\" height=\"435\" srcset=\"https:\/\/witadvisor.com\/news\/wp-content\/uploads\/2021\/02\/nps1.png 850w, https:\/\/witadvisor.com\/news\/wp-content\/uploads\/2021\/02\/nps1-480x246.png 480w\" sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) 850px, 100vw\" \/><br \/>\n<span style=\"font-weight: 400;\">Para calcular el <strong>\u00edndice NPS<\/strong> de una empresa hay que restar el porcentaje de Detractores al de los Promotores. El resultado es un n\u00famero del -100 al 100. Si el resultado es positivo se considera bueno, y si es de +50 generalmente se considera muy bueno. Obviamente estos resultados variar\u00e1n en funci\u00f3n de cada industria, pa\u00eds, cultura, etc., ya que conceptualmente un 8 puede no significar lo mismo para un europeo que para un latino.<\/span><\/p>\n<h2><b>Sugerencias desde Wit Advisor<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Hay empresas que utilizan encuestas exclusivas de <strong>NPS<\/strong>, con una sola pregunta, como por ejemplo: \u00bfqu\u00e9 tan probable es que recomiendes nuestra empresa a tus familiares o amigos? Desde <a href=\"https:\/\/www.witadvisor.com\/prensa\"><strong>Wit Advisor<\/strong><\/a> recomendamos aprovechar el momento en que tenemos al cliente dispuesto a <a href=\"https:\/\/www.witadvisor.com\/prensa\/5-beneficios-de-escuchar-al-cliente-en-tiempo-real\/\">darnos su feedback<\/a> y hacerle dos o tres preguntas m\u00e1s, espec\u00edficas de otros servicios. De esta forma podremos obtener una informaci\u00f3n mucho m\u00e1s rica de la verdadera &#8220;satisfacci\u00f3n&#8221; de ese cliente (Customer Satisfaction). O incluso, en caso de que responda negativo, poder pedirle m\u00e1s informaci\u00f3n sobre su insatisfacci\u00f3n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Igualmente, con nuestro sistema, la medici\u00f3n del NPS puede hacerse independiente del resto de la encuesta, a fin de que el \u00edndice resultante sea el correcto, independientemente de las otras preguntas que se le puedan estar haciendo al cliente.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Para m\u00e1s informaci\u00f3n, puede escribirnos a <a href=\"mailto:info@witadvisor.com\">info@witadvisor.com<\/a>.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Qu\u00e9 es el NPS (Net Promoter Score) Cuando hablamos de \u00edndice NPS, siglas de su significado en ingl\u00e9s Net Promoter Score\u00ae, nos estamos refiriendo a una herramienta que propone medir la lealtad de los clientes de una empresa, bas\u00e1ndose en las recomendaciones que ellos pudieran hacer a otras personas. Esta medida es utilizada en un [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":15028,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-12152","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-wit-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Net Promoter Score: \u00bfQu\u00e9 es el \u00edndice NPS?<\/title>\n<meta name=\"description\" content=\"Descubre qu\u00e9 es el Net Promoter Score (NPS) y c\u00f3mo mide la lealtad de tus clientes para mejorar tu negocio.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/witadvisor.com\/news\/que-es-el-indice-nps\/\" \/>\n<meta property=\"og:locale\" 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