{"id":36113,"date":"2023-12-08T11:44:17","date_gmt":"2023-12-08T11:44:17","guid":{"rendered":"https:\/\/masterskills.org\/blog\/chi-so-khach-hang-thien-cam-net-promoter-score-nps-la-gi.html"},"modified":"2023-12-24T21:42:58","modified_gmt":"2023-12-24T14:42:58","slug":"chi-so-khach-hang-thien-cam-net-promoter-score-nps-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/chi-so-khach-hang-thien-cam-net-promoter-score-nps-la-gi.html","title":{"rendered":"Ch\u1ec9 s\u1ed1 kh\u00e1ch h\u00e0ng thi\u1ec7n c\u1ea3m (Net Promoter Score &#8211; NPS) l\u00e0 g\u00ec?"},"content":{"rendered":"<div class=\"vnbcbc-body vceditor-content wi-active\" data-role=\"content\">\n<div class=\"VCSortableInPreviewMode\" type=\"Photo\" style=\"\">\n<div><\/div>\n<div class=\"PhotoCMS_Caption\">\n<p>NPS \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 s\u1eb5n l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty cho ng\u01b0\u1eddi kh\u00e1c.<\/p>\n<\/div>\n<\/div>\n<h2><font style=\"line-height: 22px; font-size: 22px;\" color=\"#3d85c6\"><b style=\"\">Ch\u1ec9 s\u1ed1 kh\u00e1ch h\u00e0ng thi\u1ec7n c\u1ea3m<\/b>\u00a0(Net Promoter Score &#8211; NPS)<\/font><\/h2>\n<p><span style=\"\"><b>\u0110\u1ecbnh ngh\u0129a<\/b><\/span><\/p>\n<p><b>Ch\u1ec9 s\u1ed1 kh\u00e1ch h\u00e0ng thi\u1ec7n c\u1ea3m <\/b>trong ti\u1ebfng Anh l\u00e0 <b>Net Promoter Score<\/b>, vi\u1ebft t\u1eaft l\u00e0 <b>NPS<\/b>.\u00a0<\/p>\n<p><i>Ch\u1ec9 s\u1ed1 kh\u00e1ch h\u00e0ng thi\u1ec7n c\u1ea3m (NPS) <\/i>m\u1ed9t ch\u1ec9 s\u1ed1 t\u1eeb -100 \u0111\u1ebfn 100, \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 s\u1eb5n l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty cho ng\u01b0\u1eddi kh\u00e1c.\u00a0NPS \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nh\u01b0 m\u1ed9t \u0111\u1ea1i di\u1ec7n \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng chung c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<h3><font style=\"line-height: 22px; font-size: 22px;\" color=\"#3d85c6\">C\u00f4ng th\u1ee9c x\u00e1c \u0111\u1ecbnh NPS<\/font><\/h3>\n<p>* Kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c kh\u1ea3o s\u00e1t tr\u00ean m\u1ed9t c\u00e2u h\u1ecfi duy nh\u1ea5t.\u00a0H\u1ecd \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u \u0111\u00e1nh gi\u00e1 theo thang \u0111i\u1ec3m 11 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u c\u00f4ng ty ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u cho b\u1ea1n b\u00e8 ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p.\u00a0Theo thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10, b\u1ea1n c\u00f3 th\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty n\u00e0y cho b\u1ea1n b\u00e8 ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p nh\u01b0 th\u1ebf n\u00e0o?<\/p>\n<p><i>(1)\u00a0DETRACTORS\u00a0<\/i><\/p>\n<p>&#8211; Detractor \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 nh\u1eefng k\u1ebb gi\u00e8m\u00a0pha, nh\u1eefng ng\u01b0\u1eddi ch\u1ec9 tr\u00edch. Kh\u00e1ch h\u00e0ng thu\u1ed9c nh\u00f3m n\u00e0y cho \u0111i\u1ec3m th\u1ea5p h\u01a1n ho\u1eb7c b\u1eb1ng 6. H\u1ecd kh\u00f4ng \u0111\u1eb7c bi\u1ec7t h\u1ed3i h\u1ed9p b\u1edfi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. Nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y s\u1ebd kh\u00f4ng mua l\u1ea1i s\u1ea3n ph\u1ea9m t\u1eeb c\u00f4ng ty, c\u00f3 kh\u1ea3 n\u0103ng g\u00e2y t\u1ed5n h\u1ea1i \u0111\u1ebfn danh ti\u1ebfng c\u1ee7a c\u00f4ng ty th\u00f4ng qua l\u1eddi n\u00f3i ti\u00eau c\u1ef1c.<\/p>\n<p><i>(2) PASSIVES<\/i><\/p>\n<p>&#8211; Passives \u0111\u1ec1 c\u1eadp \u0111\u1ebfn nh\u1eefng k\u1ebb th\u1edd \u01a1. Nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y cho \u0111i\u1ec3m 7 ho\u1eb7c 8. H\u1ecd c\u00f3 ph\u1ea7n h\u00e0i l\u00f2ng nh\u01b0ng c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng chuy\u1ec3n sang ti\u00eau d\u00f9ng s\u1ea3n ph\u1ea9m c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh n\u1ebfu c\u00f3 l\u1ef1a ch\u1ecdn t\u1ed1t h\u01a1n.\u00a0Passives c\u00f3 th\u1ec3 s\u1ebd kh\u00f4ng truy\u1ec1n b\u00e1 b\u1ea5t k\u00ec l\u1eddi n\u00f3i ti\u00eau c\u1ef1c n\u00e0o, nh\u01b0ng kh\u00f4ng \u0111\u1ee7 nhi\u1ec7t t\u00ecnh v\u1ec1 c\u00e1c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u1ec3 th\u1ef1c s\u1ef1 qu\u1ea3ng b\u00e1 ch\u00fang.<\/p>\n<p><i>(3)\u00a0PROMOTERS<\/i><\/p>\n<p>&#8211; Promoters l\u00e0 nh\u1eefng ng\u01b0\u1eddi th\u1ef1c s\u1ef1 \u1ee7ng h\u1ed9 s\u1ea3n ph\u1ea9m c\u1ee7a c\u00f4ng ty, h\u1ecd cho \u0111i\u1ec3m \u1edf m\u1ee9c 9 ho\u1eb7c 10. H\u1ecd y\u00eau th\u00edch c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty.\u00a0H\u1ecd l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh, l\u00e0 nh\u00e0 truy\u1ec1n gi\u00e1o nhi\u1ec7t t\u00ecnh gi\u1edbi thi\u1ec7u c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty cho nh\u1eefng ng\u01b0\u1eddi mua ti\u1ec1m n\u0103ng kh\u00e1c.<\/p>\n<div class=\"VCSortableInPreviewMode\" type=\"Photo\" style=\"\">\n<div><\/div>\n<div class=\"PhotoCMS_Caption\">\n<p>Ngu\u1ed3n: Net Promoter Score, Medallia<\/p>\n<\/div>\n<\/div>\n<p>* <b>Net Promoter Score (NPS)<\/b> l\u00e0 hi\u1ec7u s\u1ed1 gi\u1eefa t\u1ec9 l\u1ec7 ph\u1ea7n tr\u0103m nh\u00f3m kh\u00e1ch h\u00e0ng \u1ee7ng h\u1ed9 (Promoters) v\u00e0 t\u1ec9 l\u1ec7 ph\u1ea7n tr\u0103m nh\u00f3m kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng (Detractors):\u00a0<\/p>\n<p style=\"text-align: center;\">P \u2013 D = NPS<\/p>\n<p>K\u1ebft qu\u1ea3 l\u00e0 m\u1ed9t \u0111i\u1ec3m s\u1ed1 t\u1eeb -100 \u0111\u1ebfn 100 \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 NPS.<\/p>\n<p><i>(T\u00e0i li\u1ec7u tham kh\u1ea3o: Net Promoter Score, Medallia)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<div class=\"vnbcbc-sapo\" data-role=\"sapo\">\n                            Ch\u1ec9 s\u1ed1 kh\u00e1ch h\u00e0ng thi\u1ec7n c\u1ea3m (ti\u1ebfng Anh: Net Promoter Score, vi\u1ebft t\u1eaft l\u00e0 NPS) m\u1ed9t ch\u1ec9 s\u1ed1 t\u1eeb -100 \u0111\u1ebfn 100, \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 s\u1eb5n l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty cho ng\u01b0\u1eddi kh\u00e1c.\n                        <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[422],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36113"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=36113"}],"version-history":[{"count":2,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36113\/revisions"}],"predecessor-version":[{"id":68711,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36113\/revisions\/68711"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=36113"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=36113"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=36113"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}