{"id":8909,"date":"2026-10-02T13:40:17","date_gmt":"2026-10-02T13:40:17","guid":{"rendered":"https:\/\/3solutions.pt\/?page_id=8909"},"modified":"2026-10-02T14:44:10","modified_gmt":"2026-10-02T14:44:10","slug":"silvascampus-proposta-de-cliente-misterio","status":"publish","type":"page","link":"https:\/\/3solutions.pt\/en\/silvascampus-proposta-de-cliente-misterio\/","title":{"rendered":"Silvas&#038;Campu\u2019s \u2014 Proposta de Cliente Mist\u00e9rio"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"8909\" class=\"elementor elementor-8909\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4b5efe37 e-flex e-con-boxed e-con e-parent\" data-id=\"4b5efe37\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1cd866c3 elementor-widget elementor-widget-text-editor\" data-id=\"1cd866c3\" data-element_type=\"widget\" data-e-type=\"widget\" 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h2{font-size:28px!important}}<\/style>\n<div class=\"sc-proposal\"><header class=\"sc-hero\"><div class=\"sc-top\"><div><div class=\"sc-brand\">3SOLUTIONS \u00b7 SILVAS&#038;CAMPU\u2019S<\/div><p class=\"sc-tag\">PROPOSTA \u00b7 02 \/ 03<\/p><\/div><div class=\"sc-logo\"><img decoding=\"async\" src=\"https:\/\/www.silvasecampus.pt\/wp-content\/uploads\/2022\/04\/cropped-logo-1.png\" alt=\"Silvas e Campus\"><\/div><\/div><nav aria-label=\"Proposta Silvas e Campus\"><a href=\"https:\/\/3solutions.pt\/?page_id=8908\">Apresenta\u00e7\u00e3o<\/a><a href=\"https:\/\/3solutions.pt\/silvascampus-proposta-de-cliente-misterio\/\" aria-current=\"page\">Cliente Mist\u00e9rio<\/a><a href=\"https:\/\/3solutions.pt\/?page_id=8911\">Investimento e condi\u00e7\u00f5es<\/a><\/nav><h1>Diagn\u00f3stico de Cliente Mist\u00e9rio<\/h1><p class=\"sc-lead\">Uma avalia\u00e7\u00e3o consistente do atendimento nas lojas solicitadas e nos canais online para identificar boas pr\u00e1ticas e oportunidades de melhoria.<\/p><\/header>\n<section class=\"sc-block\">\n<h2>Necessidade identificada<\/h2>\n<p>A Silvas&amp;Campu\u2019s pretende avaliar a experi\u00eancia dos seus clientes nas quatro lojas f\u00edsicas e nos canais online, contando atualmente com sete colaboradoras em loja. O objetivo \u00e9 compreender como o atendimento acompanha o cliente desde o primeiro contacto at\u00e9 ao pedido de informa\u00e7\u00e3o, or\u00e7amento e respetivo acompanhamento.<\/p>\n<\/section>\n<section class=\"sc-block\">\n<h2>Lojas abrangidas<\/h2>\n<table style=\"width: 100%; border-collapse: collapse;\">\n<thead>\n<tr>\n<th style=\"text-align: left; padding: 12px; border: 1px solid #ddd;\">Loja<\/th>\n<th style=\"text-align: left; padding: 12px; border: 1px solid #ddd;\">Localiza\u00e7\u00e3o<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 12px; border: 1px solid #ddd;\">Paredes<\/td>\n<td style=\"padding: 12px; border: 1px solid #ddd;\">Rua Dr. Bernardo Pacheco Pereira Leite, 337-A \u00b7 4580-352<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 12px; border: 1px solid #ddd;\">Cac\u00e9m<\/td>\n<td style=\"padding: 12px; border: 1px solid #ddd;\">Rua Elias Garcia, 122, Loja 6 \u00b7 2735-257<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 12px; border: 1px solid #ddd;\">Batalha<\/td>\n<td style=\"padding: 12px; border: 1px solid #ddd;\">Estrada Nacional 1 \u00b7 2440-447<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 12px; border: 1px solid #ddd;\">Quarta loja<\/td>\n<td style=\"padding: 12px; border: 1px solid #ddd;\">Inclus\u00e3o sujeita \u00e0 confirma\u00e7\u00e3o da reabertura, morada e calend\u00e1rio<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>As moradas, hor\u00e1rios e contactos ser\u00e3o confirmados antes da calendariza\u00e7\u00e3o. <a href=\"https:\/\/www.silvasecampus.pt\/contactos\/\">Lojas publicadas no site da Silvas&amp;Campu\u2019s<\/a>.<\/p>\n<\/section>\n<section class=\"sc-block\">\n<h2>Plano base proposto<\/h2>\n<p><strong>Presencial:<\/strong> uma visita mist\u00e9rio em cada uma das tr\u00eas lojas solicitadas \u2014 Paredes, Cac\u00e9m e Batalha \u2014 com tempo estimado at\u00e9 60 minutos por visita. Caso a quarta loja esteja em funcionamento no per\u00edodo de execu\u00e7\u00e3o acordado, ser\u00e1 integrada nesta ronda, com uma visita nas mesmas condi\u00e7\u00f5es e sem acr\u00e9scimo de honor\u00e1rios. As despesas de desloca\u00e7\u00e3o e eventual estadia mant\u00eam-se nas condi\u00e7\u00f5es da proposta. Os cen\u00e1rios ser\u00e3o compar\u00e1veis, com pedidos realistas de informa\u00e7\u00e3o sobre sof\u00e1s, camas ou estofos, adequa\u00e7\u00e3o ao espa\u00e7o, materiais, entrega e or\u00e7amento.<\/p>\n<p><strong>Canais online e remotos inclu\u00eddos:<\/strong> avalia\u00e7\u00e3o dos canais ativos acordados \u2014 WhatsApp, email, website\/formul\u00e1rio e mensagens privadas em redes sociais, bem como telefone \u2014 com um teste inicial por canal, at\u00e9 cinco testes, e um contacto de acompanhamento por teste, quando aplic\u00e1vel. Os contactos centralizados ser\u00e3o avaliados ao n\u00edvel da marca; testes adicionais por loja exigem extens\u00e3o do \u00e2mbito. Esta componente est\u00e1 inclu\u00edda no pagamento \u00fanico de <strong>750 \u20ac + IVA<\/strong>, juntamente com as visitas \u00e0s lojas, relat\u00f3rio, devolu\u00e7\u00e3o em reuni\u00e3o e plano de a\u00e7\u00e3o.<\/p>\n<\/section>\n<section class=\"sc-block\">\n<h2>Como ser\u00e1 realizado<\/h2>\n<ol>\n<li><strong>Alinhamento:<\/strong> reuni\u00e3o online at\u00e9 60 minutos para validar objetivos, lojas, contactos, cen\u00e1rios, grelha e crit\u00e9rios.<\/li>\n<li><strong>Avalia\u00e7\u00e3o:<\/strong> uma visita discreta por loja e testes nos canais online\/remotos, em datas acordadas com a dire\u00e7\u00e3o, sem divulga\u00e7\u00e3o dos momentos exatos \u00e0s equipas.<\/li>\n<li><strong>An\u00e1lise:<\/strong> registo de tempos, respostas, comportamentos observ\u00e1veis e evid\u00eancias, seguido de classifica\u00e7\u00e3o comum e aprecia\u00e7\u00e3o qualitativa.<\/li>\n<li><strong>Devolu\u00e7\u00e3o:<\/strong> relat\u00f3rio consolidado, devolu\u00e7\u00e3o em reuni\u00e3o com a dire\u00e7\u00e3o e apresenta\u00e7\u00e3o do plano de a\u00e7\u00e3o com prioridades a 30, 60 e 90 dias.<\/li>\n<\/ol>\n<\/section>\n<section class=\"sc-block\">\n<h2>O que ser\u00e1 avaliado<\/h2>\n<p><img decoding=\"async\" style=\"float: right; width: 280px; max-width: 45%; height: auto; margin: 0 0 24px 28px;\" src=\"https:\/\/3solutions.pt\/wp-content\/uploads\/2026\/10\/3.jpeg\" alt=\"Sommier com arruma\u00e7\u00e3o da Silvas e Campus\" \/><\/p>\n<p>Acolhimento e disponibilidade; diagn\u00f3stico de necessidades; conhecimento e apresenta\u00e7\u00e3o do produto; clareza de pre\u00e7os e condi\u00e7\u00f5es; comunica\u00e7\u00e3o de entrega e montagem; gest\u00e3o de d\u00favidas e obje\u00e7\u00f5es; convite ao pr\u00f3ximo passo; rapidez, clareza e personaliza\u00e7\u00e3o das respostas; coer\u00eancia entre canais; acompanhamento do pedido.<\/p>\n<p>A grelha usar\u00e1 uma escala de 1 a 5 com descritores definidos e a op\u00e7\u00e3o \u201cn\u00e3o observado\/n\u00e3o aplic\u00e1vel\u201d, exclu\u00edda do c\u00e1lculo. Tempos de resposta ser\u00e3o registados separadamente. Os resultados comparam contactos efetivamente observados e n\u00e3o constituem uma avalia\u00e7\u00e3o exaustiva de todas as sete colaboradoras.<\/p>\n<\/section>\n<section class=\"sc-block\">\n<h2>O relat\u00f3rio e a evolu\u00e7\u00e3o das lojas<\/h2>\n<p>O relat\u00f3rio apresentar\u00e1 a m\u00e9dia global da rede nacional de lojas avaliadas, a pontua\u00e7\u00e3o de cada loja e a sua posi\u00e7\u00e3o face a essa m\u00e9dia, permitindo identificar boas pr\u00e1ticas e prioridades de melhoria. Em avalia\u00e7\u00f5es futuras com crit\u00e9rios compar\u00e1veis, ser\u00e1 poss\u00edvel acompanhar a evolu\u00e7\u00e3o de cada loja e da rede, reconhecendo melhorias ou recuos no atendimento.<\/p>\n<\/section>\n<section class=\"sc-block\">\n<h2>Entreg\u00e1veis e calend\u00e1rio<\/h2>\n<p>Grelhas de avalia\u00e7\u00e3o presencial e dos canais online\/remotos; ficha por visita e teste; compara\u00e7\u00e3o entre lojas e canais; s\u00edntese de boas pr\u00e1ticas; oportunidades de melhoria e plano de prioridades a 30, 60 e 90 dias. Inclui uma ronda de corre\u00e7\u00f5es factuais solicitadas at\u00e9 cinco dias \u00fateis ap\u00f3s a entrega.<\/p>\n<p>Execu\u00e7\u00e3o estimada em tr\u00eas a quatro semanas ap\u00f3s aprova\u00e7\u00e3o do \u00e2mbito, confirma\u00e7\u00e3o dos contactos e adjudica\u00e7\u00e3o. O relat\u00f3rio ser\u00e1 entregue at\u00e9 dez dias \u00fateis ap\u00f3s a \u00faltima intera\u00e7\u00e3o prevista. O prazo ser\u00e1 ajustado em caso de encerramentos ou impedimentos comunicados.<\/p>\n<\/section>\n<section class=\"sc-block\">\n<h2>Modalidades e continuidade<\/h2>\n<p>O diagn\u00f3stico presencial pode ser contratado de forma pontual ou integrado no plano de continuidade, com pre\u00e7o sob consulta e dura\u00e7\u00e3o m\u00ednima de tr\u00eas meses. Novas rondas de avalia\u00e7\u00e3o podem medir evolu\u00e7\u00e3o ap\u00f3s forma\u00e7\u00e3o ou altera\u00e7\u00f5es de processos, mediante or\u00e7amento separado. Consultoria, forma\u00e7\u00e3o e implementa\u00e7\u00e3o de ferramentas de IA ser\u00e3o propostas ap\u00f3s o diagn\u00f3stico, segundo as necessidades confirmadas.<\/p>\n<\/section><section class=\"sc-contact\"><p class=\"sc-eyebrow\">O PR\u00d3XIMO PASSO<\/p><h2>Vamos esclarecer as suas d\u00favidas.<\/h2><p>Fale com Hugo Andrade Isidoro sobre a proposta e alinhe os pr\u00f3ximos passos.<\/p><div class=\"sc-actions\"><a class=\"sc-btn sc-primary\" href=\"https:\/\/3solutions.pt\/?page_id=8911\">Ver investimento e condi\u00e7\u00f5es \u2192<\/a><a class=\"sc-btn\" href=\"https:\/\/wa.me\/351918880051?text=Ol%C3%A1%20Hugo%2C%20tenho%20uma%20d%C3%BAvida%20sobre%20a%20proposta%20Silvas%26Campu%E2%80%99s.\">Colocar uma d\u00favida por WhatsApp<\/a><a class=\"sc-btn\" href=\"mailto:consultoria@3solutions.pt?subject=Proposta%20Silvas%20%26%20Campu%27s\">Contactar por email<\/a><\/div><\/section>\n<\/div>\n\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>3SOLUTIONS \u00b7 SILVAS&#038;CAMPU\u2019S PROPOSTA \u00b7 02 \/ 03 Apresenta\u00e7\u00e3oCliente Mist\u00e9rioInvestimento e condi\u00e7\u00f5es Diagn\u00f3stico de Cliente Mist\u00e9rio Uma avalia\u00e7\u00e3o consistente do atendimento nas lojas solicitadas e nos canais online para identificar boas pr\u00e1ticas e oportunidades de melhoria. Necessidade identificada A Silvas&amp;Campu\u2019s pretende avaliar a experi\u00eancia dos seus clientes nas quatro lojas f\u00edsicas e nos canais online, [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-8909","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Silvas&amp;Campu\u2019s \u2014 Proposta de Cliente Mist\u00e9rio - 3 Solutions | WE SPEAK RETAIL - Consultoria e Forma\u00e7\u00e3o retalho<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/3solutions.pt\/en\/silvascampus-proposta-de-cliente-misterio\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Silvas&amp;Campu\u2019s \u2014 Proposta de Cliente Mist\u00e9rio - 3 Solutions | WE SPEAK RETAIL - Consultoria e Forma\u00e7\u00e3o retalho\" \/>\n<meta property=\"og:description\" content=\"3SOLUTIONS \u00b7 SILVAS&#038;CAMPU\u2019S PROPOSTA \u00b7 02 \/ 03 Apresenta\u00e7\u00e3oCliente Mist\u00e9rioInvestimento e condi\u00e7\u00f5es Diagn\u00f3stico de Cliente Mist\u00e9rio Uma avalia\u00e7\u00e3o consistente do atendimento nas lojas solicitadas e nos canais online para identificar boas pr\u00e1ticas e oportunidades de melhoria. 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