.. _nps_index:

==============================
NPS Index (Net Promoter Score)
==============================

.. contents:: In this section:
   :local:
   :depth: 2

.. image:: Figures/satisfacao.png
   :alt: Satisfaction survey results
   :align: center

What is NPS?
============

The Net Promoter Score (NPS) is a widely used metric in the market to measure customer satisfaction and loyalty toward products or services. It was developed by Bain & Company and is based on a single question:

.. important::
   **"On a scale of 0 to 10, how likely would you be to recommend GridUnesp to other researchers?"**

User Classification
===================

Based on the scores assigned, users are classified into three categories:

.. list-table:: NPS Classification
   :header-rows: 1
   :widths: 20 30 50

   * - Category
     - Score
     - Profile
   * - **Promoters**
     - 9-10
     - Enthusiastic users who actively recommend the service
   * - **Neutrals**
     - 7-8
     - Satisfied but not enthusiastic users; would easily switch
   * - **Detractors**
     - 0-6
     - Dissatisfied users who may harm the service's image

NPS Calculation
===============

.. note::
   The NPS index is calculated by the formula:

   **NPS = % Promoters - % Detractors**

   Where:

   - % Promoters = percentage of users who gave scores 9-10
   - % Detractors = percentage of users who gave scores 0-6
   - (Neutrals are not included in the calculation)

GridUnesp Results
=================

The Satisfaction Survey conducted with 56 GridUnesp users obtained the following results:

.. list-table:: Survey results
   :header-rows: 1
   :widths: 30 30 40

   * - Category
     - Percentage
     - Number of users
   * - **Promoters** (9-10)
     - 89.0%
     - 50
   * - **Neutrals** (7-8)
     - 8.9%
     - 5
   * - **Detractors** (0-6)
     - 1.5%
     - 1

.. math::

   NPS = 89.0\% - 1.5\% = 87.5\%

Comparison with Companies
=========================

The NPS of 87.5% places GridUnesp in a position of excellence when compared to world-renowned companies:

.. list-table:: NPS Comparison
   :header-rows: 1
   :widths: 50 50

   * - Institution/Company
     - NPS
   * - **Tesla**
     - 96
   * - **GridUnesp**
     - **87**
   * - Apple
     - 72
   * - Amazon
     - 62
   * - Google
     - 50
   * - Microsoft
     - 33
   * - Dropbox
     - 32
   * - HP
     - 28
   * - Facebook
     - -21

.. note::
   Source of comparative data: `NPS Benchmarks <https://npsbenchmarks.com>`_

Interpretation of Results
=========================

The excellent result obtained (87.5%) indicates that:

✅ **Strengths:**

- GridUnesp serves the scientific community **satisfactorily**
- The available resources are **effective** for research
- The service provided is **well evaluated** by users
- Most users **would recommend** the cluster to other researchers

📈 **Opportunities:**

- Continue improving documentation (already started)
- Further reduce support response time
- Expand the offering of scientific applications
- Maintain dialogue with the user community

.. image:: Gif/smile.gif
   :alt: Smile
   :scale: 12%
   :align: center

.. tip::
   The survey result is an incentive for the team to continue working on the continuous improvement of services, always seeking to better meet the needs of the scientific community.

Post-Survey Actions
===================

Based on the results and feedback received, the GridUnesp team implemented:

1. **Complete reformulation** of documentation (bilingual version)
2. **New examples** of submission scripts
3. **Frequently Asked Questions (FAQ)** section
4. **Expansion of disk space** (120 TB in /home/)
5. **Installation of new** scientific applications

.. seealso::

   - :ref:`documentation_support` - Documentation improvements
   - :ref:`job_submission_survey` - Submission feedback
   - :ref:`support_survey` - Support evaluation
   - :ref:`contact` - Channels for continuous feedback