NPS: como esse indicador pode impactar o resultado microempresarial

Abstract

Customer success during the purchase process of a product or service has become increasingly important for the financial impact of companies, ensuring that the customer be the focus. Consequently, the entire ecosystem benefits from micro-enterprise success. To map and boost the business, there is a metric called NPS (Net Promoter Score), developed by Reichheld in 2003, whose objective is to measure the level of customer satisfaction with that product or service. In this work, the objective is to Simulate a customer satisfaction analysis for a fictitious company.