Indicadores Maristas

Você sabe como funciona o Ecossistema de Pesquisas do Grupo Marista?

Em 2021, o Grupo Marista renovou a forma como as pesquisas com clientes são realizadas. Em conjunto com representantes das áreas de Experiência do Cliente de todas as Frentes de Missão, criamos o nosso Ecossistema de Pesquisas Marista.

Esse novo ecossistema permite gerenciar e consolidar a voz do nosso cliente, possibilitando assim, uma análise holística sobre a experiência que estamos oferecendo aos nossos clientes, além de nos trazer as oportunidades de melhorias.

Idealmente, cada Frente de Missão possui a sua estratégia para recorrência de aplicação de pesquisas, porém todas elas adotam as diretrizes de indicadores de experiência, garantindo que a nossa Identidade de Experiência Marista, seja aplicada em nossos processos de pesquisas.

Veja abaixo os resultados dos principais indicadores utilizados pelas Frentes de Missão e que são utilizados para mensurar a Experiência dos Clientes.

Educação
Básica

NPS

CSAT

Período jan a dez/2022.
Atualização a cada 3 meses

Ensino Superior | Graduação Presencial

NPS

CSAT

Ensino Superior | Pós-Graduação Presencial

NPS

CSAT

Ensino Superior | Graduação Online

NPS

CSAT

Período jan a dez/2022.
Atualização a cada 6 meses

FTD

CSAT

E-commerce

CSAT

Iônica

Período jan a dez/2022.
Atualização a cada 3 meses

Saúde

Hospital Marcelino Champagnat

( Período: Janeiro a Dezembro de 2022 )

NPS geral

NPS por jornada

Pronto
Atendimento

Centro
Diagnóstico

Internação
urgência

Consultórios

Check-UP

Internação eletiva

Hospital Cajuru

( Período: março a Dezembro de 2022 )

NPS

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.button_theme,.button-custom button,.button-custom input[type="button"],.button-custom input[type="reset"],.button-custom input[type="submit"],.button-custom .woocommerce #respond input#submit,.button-custom .woocommerce a.button:not(.default),.button-custom .woocommerce button.button,.button-custom .woocommerce input.button{color:#fff;background-color:#0095eb;border-color:transparent;}.button-custom .button_theme:hover,.button-custom button:hover,.button-custom input[type="button"]:hover,.button-custom input[type="reset"]:hover,.button-custom input[type="submit"]:hover,.button-custom .woocommerce #respond input#submit:hover,.button-custom .woocommerce a.button:not(.default):hover,.button-custom .woocommerce button.button:hover,.button-custom .woocommerce input.button:hover{color:#fff;background-color:#007cc3;border-color:transparent;}.button-custom .action_button{color:#626262;background-color:#dbdddf;border-color:transparent;}.button-custom .action_button:hover{color:#626262;background-color:#d3d3d3;border-color:transparent;}.button-custom .single_add_to_cart_button,.button-custom .woocommerce .button:disabled,.button-custom .woocommerce .button.alt,.button-custom a.remove{line-height:14px !important;padding:12px 20px 12px 20px !important;color:#fff !important;background-color:#0095eb !important;}.button-custom .single_add_to_cart_button:hover,.button-custom .woocommerce .button:disabled:hover,.button-custom .woocommerce .button.alt:hover,.button-custom a.remove:hover{color:#fff !important;background-color:#007cc3 !important;}#Top_bar #logo,.header-fixed #Top_bar #logo,.header-plain #Top_bar #logo,.header-transparent #Top_bar #logo{height:60px;line-height:60px;padding:15px 0;}.logo-overflow #Top_bar:not(.is-sticky) .logo{height:90px;}#Top_bar .menu > li > a{padding:15px 0;}.menu-highlight:not(.header-creative) #Top_bar .menu > li > a{margin:20px 0;}.header-plain:not(.menu-highlight) #Top_bar .menu > li > a span:not(.description){line-height:90px;}.header-fixed #Top_bar .menu > li > a{padding:30px 0;}#Top_bar .top_bar_right,.header-plain #Top_bar .top_bar_right{height:90px;}#Top_bar .top_bar_right_wrapper{top:25px;}.header-plain #Top_bar a#header_cart,.header-plain #Top_bar a#search_button,.header-plain #Top_bar .wpml-languages{line-height:90px;}.header-plain #Top_bar a.action_button{line-height:90px !important;}@media only screen and (max-width: 767px){#Top_bar a.responsive-menu-toggle{top:40px;}.mobile-header-mini #Top_bar #logo{height:50px !important;line-height:50px !important;margin:5px 0;}}.twentytwenty-before-label::before{content:"Before";}.twentytwenty-after-label::before{content:"After";}#Side_slide{right:-250px;width:250px;}#Side_slide.left{left:-250px;}.blog-teaser li .desc-wrapper .desc{background-position-y:-1px;}@media only screen and ( max-width: 767px ){body:not(.template-slider) #Header{}#Subheader{}}@media only screen and (min-width: 1240px){body:not(.header-simple) 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ul.mfn-megamenu > li:last-child{border-right-width:1px;}.header-plain:not(.menuo-right) #Header .top_bar_left{width:auto !important;}.header-stack.header-center #Top_bar #menu{display:inline-block !important;}.header-simple #Top_bar #menu{display:none;height:auto;width:300px;bottom:auto;top:100%;right:1px;position:absolute;margin:0;}.header-simple #Header a.responsive-menu-toggle{display:block;right:10px;}.header-simple #Top_bar #menu > ul{width:100%;float:left;}.header-simple #Top_bar #menu ul li{width:100%;padding-bottom:0;border-right:0;position:relative;}.header-simple #Top_bar #menu ul li a{padding:0 20px;margin:0;display:block;height:auto;line-height:normal;border:none;}.header-simple #Top_bar #menu ul li a:after{display:none;}.header-simple #Top_bar #menu ul li a span{border:none;line-height:44px;display:inline;padding:0;}.header-simple #Top_bar #menu ul li.submenu 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2px;}.menu-highlight:not(.header-creative) #Top_bar .menu > li > a{margin:20px 0;padding:0;-webkit-border-radius:5px;border-radius:5px;}.menu-highlight #Top_bar .menu > li > a:after{display:none;}.menu-highlight #Top_bar .menu > li > a span:not(.description){line-height:50px;}.menu-highlight #Top_bar .menu > li > a span.description{display:none;}.menu-highlight.header-stack #Top_bar .menu > li > a{margin:10px 0 !important;}.menu-highlight.header-stack #Top_bar .menu > li > a span:not(.description){line-height:40px;}.menu-highlight.header-transparent #Top_bar .menu > li > a{margin:5px 0;}.menu-highlight.header-simple #Top_bar #menu ul li,.menu-highlight.header-creative #Top_bar #menu ul li{margin:0;}.menu-highlight.header-simple #Top_bar #menu ul li > a,.menu-highlight.header-creative #Top_bar #menu ul li > a{-webkit-border-radius:0;border-radius:0;}.menu-highlight:not(.header-fixed):not(.header-simple) #Top_bar.is-sticky .menu > li > a{margin:10px 0 !important;padding:5px 0 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.menu_wrapper{margin-right:150px;}body.header-creative{padding-left:50px;}body.header-creative.header-open{padding-left:250px;}body.error404,body.under-construction,body.template-blank{padding-left:0 !important;}.header-creative.footer-fixed #Footer,.header-creative.footer-sliding #Footer,.header-creative.footer-stick #Footer.is-sticky{box-sizing:border-box;padding-left:50px;}.header-open.footer-fixed #Footer,.header-open.footer-sliding #Footer,.header-creative.footer-stick #Footer.is-sticky{padding-left:250px;}.header-rtl.header-creative.footer-fixed #Footer,.header-rtl.header-creative.footer-sliding #Footer,.header-rtl.header-creative.footer-stick #Footer.is-sticky{padding-left:0;padding-right:50px;}.header-rtl.header-open.footer-fixed #Footer,.header-rtl.header-open.footer-sliding #Footer,.header-rtl.header-creative.footer-stick #Footer.is-sticky{padding-right:250px;}#Header_creative{background-color:#fff;position:fixed;width:250px;height:100%;left:-200px;top:0;z-index:9002;-webkit-box-shadow:2px 0 4px 2px rgba(0,0,0,.15);box-shadow:2px 0 4px 2px rgba(0,0,0,.15);}#Header_creative .container{width:100%;}#Header_creative .creative-wrapper{opacity:0;margin-right:50px;}#Header_creative a.creative-menu-toggle{display:block;width:34px;height:34px;line-height:34px;font-size:22px;text-align:center;position:absolute;top:10px;right:8px;border-radius:3px;}.admin-bar #Header_creative a.creative-menu-toggle{top:42px;}#Header_creative #Top_bar{position:static;width:100%;}#Header_creative #Top_bar .top_bar_left{width:100% !important;float:none;}#Header_creative #Top_bar .top_bar_right{width:100% !important;float:none;height:auto;margin-bottom:35px;text-align:center;padding:0 20px;top:0;-webkit-box-sizing:border-box;-moz-box-sizing:border-box;box-sizing:border-box;}#Header_creative #Top_bar .top_bar_right:before{display:none;}#Header_creative #Top_bar .top_bar_right_wrapper{top:0;}#Header_creative #Top_bar .logo{float:none;text-align:center;margin:15px 0;}#Header_creative #Top_bar #menu{background-color:transparent;}#Header_creative #Top_bar .menu_wrapper{float:none;margin:0 0 30px;}#Header_creative #Top_bar .menu > li{width:100%;float:none;position:relative;}#Header_creative #Top_bar .menu > li > a{padding:0;text-align:center;}#Header_creative #Top_bar .menu > li > a:after{display:none;}#Header_creative #Top_bar .menu > li > a span{border-right:0;border-bottom-width:1px;line-height:38px;}#Header_creative #Top_bar .menu li ul{left:100%;right:auto;top:0;box-shadow:2px 2px 2px 0 rgba(0,0,0,.03);-webkit-box-shadow:2px 2px 2px 0 rgba(0,0,0,.03);}#Header_creative #Top_bar .menu > li > ul.mfn-megamenu{margin:0;width:700px !important;}#Header_creative #Top_bar .menu > li > ul.mfn-megamenu > li > ul{left:0;}#Header_creative #Top_bar .menu li ul li a{padding-top:9px;padding-bottom:8px;}#Header_creative #Top_bar .menu li ul li ul{top:0;}#Header_creative #Top_bar .menu > li > a span.description{display:block;font-size:13px;line-height:28px !important;clear:both;}#Header_creative #Top_bar .search_wrapper{left:100%;top:auto;bottom:0;}#Header_creative #Top_bar a#header_cart{display:inline-block;float:none;top:3px;}#Header_creative #Top_bar a#search_button{display:inline-block;float:none;top:3px;}#Header_creative #Top_bar .wpml-languages{display:inline-block;float:none;top:0;}#Header_creative #Top_bar .wpml-languages.enabled:hover a.active{padding-bottom:11px;}#Header_creative #Top_bar .action_button{display:inline-block;float:none;top:16px;margin:0;}#Header_creative #Top_bar .banner_wrapper{display:block;text-align:center;}#Header_creative #Top_bar .banner_wrapper img{max-width:100%;height:auto;display:inline-block;}#Header_creative #Action_bar{display:none;position:absolute;bottom:0;top:auto;clear:both;padding:0 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#Header_creative{left:0;}.header-open #Header_creative .creative-wrapper{opacity:1;margin:0 !important;}.header-open #Header_creative .creative-menu-toggle,.header-open #Header_creative .creative-social{display:none;}.header-open #Header_creative #Action_bar{display:block;}body.header-rtl.header-creative{padding-left:0;padding-right:50px;}.header-rtl #Header_creative{left:auto;right:-200px;}.header-rtl #Header_creative .creative-wrapper{margin-left:50px;margin-right:0;}.header-rtl #Header_creative a.creative-menu-toggle{left:8px;right:auto;}.header-rtl #Header_creative .creative-social{left:0;right:auto;}.header-rtl #Footer #back_to_top.sticky{right:125px;}.header-rtl #popup_contact{right:70px;}.header-rtl #Header_creative #Top_bar .menu li ul{left:auto;right:100%;}.header-rtl #Header_creative #Top_bar .search_wrapper{left:auto;right:100%;}.header-rtl .fixed-nav.fixed-nav-prev{margin-left:0 !important;}.header-rtl .fixed-nav.fixed-nav-next{margin-right:50px;}body.header-rtl.header-creative.header-open{padding-left:0;padding-right:250px !important;}.header-rtl.header-open #Header_creative{left:auto;right:0;}.header-rtl.header-open #Footer #back_to_top.sticky{right:325px;}.header-rtl.header-open #popup_contact{right:270px;}.header-rtl.header-open .fixed-nav.fixed-nav-next{margin-right:250px;}#Header_creative.active{left:-1px;}.header-rtl #Header_creative.active{left:auto;right:-1px;}#Header_creative.active .creative-wrapper{opacity:1;margin:0;}.header-creative .vc_row[data-vc-full-width]{padding-left:50px;}.header-creative.header-open .vc_row[data-vc-full-width]{padding-left:250px;}.header-open .vc_parallax .vc_parallax-inner{left:auto;width:calc(100% - 250px);}.header-open.header-rtl .vc_parallax .vc_parallax-inner{left:0;right:auto;}#Header_creative.scroll{height:100%;overflow-y:auto;}#Header_creative.scroll:not(.dropdown) .menu li ul{display:none !important;}#Header_creative.scroll 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