{"id":48034,"date":"2023-12-16T21:28:06","date_gmt":"2023-12-16T21:28:06","guid":{"rendered":"https:\/\/masterskills.org\/blog\/nps-la-gi-cach-tinh-va-tang-chi-so-nps-hieu-qua.html"},"modified":"2023-12-16T21:28:06","modified_gmt":"2023-12-16T21:28:06","slug":"nps-la-gi-cach-tinh-va-tang-chi-so-nps-hieu-qua","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/nps-la-gi-cach-tinh-va-tang-chi-so-nps-hieu-qua.html","title":{"rendered":"NPS L\u00e0 G\u00ec? C\u00e1ch T\u00ednh V\u00e0 T\u0103ng Ch\u1ec9 S\u1ed1 NPS Hi\u1ec7u Qu\u1ea3"},"content":{"rendered":"
\n

NPS l\u00e0 g\u00ec?<\/strong> T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n quan t\u00e2m \u0111\u1ebfn ch\u1ec9 s\u1ed1 NPS? \u0110\u1ec3 hi\u1ec3u h\u01a1n v\u1ec1 ch\u1ec9 s\u1ed1 n\u00e0y, m\u1eddi b\u1ea1n c\u00f9ng Masterskills kh\u00e1m ph\u00e1 chi ti\u1ebft trong b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y.<\/p>\n

1. Ch\u1ec9 s\u1ed1 NPS l\u00e0 g\u00ec?<\/strong><\/h2>\n

NPS l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a t\u1eeb g\u00ec? NPS hay Net Promoter Score l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 kh\u1ea3 n\u0103ng c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn b\u1ea1n b\u00e8 v\u00e0 ng\u01b0\u1eddi th\u00e2n c\u1ee7a h\u1ecd.<\/p>\n

Vi\u1ec7c kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u cho ng\u01b0\u1eddi kh\u00e1c c\u00f3 th\u1ec3 ph\u1ea3n \u00e1nh m\u1ee9c \u0111\u1ed9 tin t\u01b0\u1edfng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. Do \u0111\u00f3, \u0111\u00e2y l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 h\u1ebft s\u1ee9c quan tr\u1ecdng m\u00e0 m\u1ecdi doanh nghi\u1ec7p c\u1ea7n ch\u00fa \u00fd.<\/p>\n

Gi\u00e1 tr\u1ecb c\u1ee7a ch\u1ec9 s\u1ed1 NPS \u0111\u01b0\u1ee3c h\u00ecnh th\u00e0nh th\u00f4ng qua nh\u1eefng tr\u1ea3i nghi\u1ec7m v\u1edbi th\u01b0\u01a1ng hi\u1ec7u tr\u00ean h\u00e0nh tr\u00ecnh mua s\u1eafm c\u1ee7a h\u1ecd.\u00a0<\/p>\n

\n
\"nps\"nps
NPS l\u00e0 ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5.<\/figcaption><\/figure>\n<\/div>\n

2. T\u1ea1i sao c\u1ea7n t\u00ednh to\u00e1n v\u00e0 theo d\u00f5i NPS?<\/strong><\/h2>\n

\u00dd ngh\u0129a c\u1ee7a NPS l\u00e0 g\u00ec? Trong b\u1ed1i c\u1ea3nh, t\u00ednh c\u1ea1nh tranh tr\u00ean th\u1ecb tr\u01b0\u1eddng ng\u00e0y c\u00e0ng kh\u1ed1c li\u1ec7t, c\u00e1c doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng v\u00e0o vi\u1ec7c ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 th\u00e2n thi\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 l\u00fd do quan tr\u1ecdng m\u00e0 c\u00e1c doanh nghi\u1ec7p c\u1ea7n t\u00ednh to\u00e1n v\u00e0 theo d\u00f5i ch\u1ec9 s\u1ed1 NPS m\u1ed9t c\u00e1ch th\u1eadn tr\u1ecdng.<\/p>\n

    \n
  • Ch\u1ec9 s\u1ed1 NPS th\u1ec3 hi\u1ec7n kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng s\u1ebd gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn b\u1ea1n b\u00e8 c\u1ee7a h\u1ecd. \u0110\u1ec3 t\u0103ng gi\u00e1 tr\u1ecb c\u1ee7a tr\u1ecb s\u1ed1 n\u00e0y, doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i n\u00e2ng cao tr\u1ea3i nghi\u1ec7m v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. B\u1ea1n bi\u1ebft \u0111\u1ea5y, chi ph\u00ed \u0111\u1ec3 duy tr\u00ec kh\u00e1ch h\u00e0ng th\u1ea5p h\u01a1n so v\u1edbi vi\u1ec7c t\u00ecm ki\u1ebfm m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi. Do \u0111\u00f3, vi\u1ec7c gia t\u0103ng gi\u00e1 tr\u1ecb ch\u1ec9 s\u1ed1 NPS v\u1eeba gi\u00fap n\u00e2ng cao l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, v\u1eeba gia t\u0103ng c\u01a1 h\u1ed9i c\u00f3 th\u00eam kh\u00e1ch h\u00e0ng m\u1edbi.<\/li>\n
  • L\u1eddi gi\u1edbi thi\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169 v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn b\u1ea1n b\u00e8 c\u1ee7a h\u1ecd c\u00f3 th\u1ec3 r\u00fat ng\u1eafn th\u1eddi gian qu\u00e1 tr\u00ecnh mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u1edbi, c\u0169ng nh\u01b0 gi\u00fap th\u01b0\u01a1ng hi\u1ec7u c\u00f3 \u0111\u01b0\u1ee3c thi\u1ec7n c\u1ea3m trong m\u1eaft kh\u00e1ch h\u00e0ng m\u1edbi nhanh h\u01a1n. M\u1ed9t v\u00ed d\u1ee5 th\u1ef1c t\u1ebf, khi b\u1ea1n \u0111ang b\u0103n kho\u0103n kh\u00f4ng bi\u1ebft c\u00f3 n\u00ean \u0111\u0103ng k\u00fd kh\u00f3a h\u1ecdc ti\u1ebfng Anh t\u1ea1i m\u1ed9t trung t\u00e2m A hay kh\u00f4ng, nh\u01b0ng \u0111\u01b0\u1ee3c b\u1ea1n b\u00e8 gi\u1edbi thi\u1ec7u \u0111\u00e2y l\u00e0 m\u1ed9t trung t\u00e2m uy t\u00edn th\u00ec ch\u1eafc ch\u1eafn b\u1ea1n s\u1ebd b\u1edbt lo l\u1eafng khi \u0111\u0103ng k\u00fd h\u1ecdc t\u1eadp t\u1ea1i \u0111\u00e2y, v\u00e0 ti\u1ebft ki\u1ec7m th\u1eddi gian \u0111\u1ec3 t\u00ecm hi\u1ec3u v\u1ec1 trung t\u00e2m nay.<\/li>\n
  • B\u1ea1n \u0111\u00e3 t\u1eebng nghe \u0111\u1ebfn thu\u1eadt ng\u1eef WOM Marketing hay marketing truy\u1ec1n mi\u1ec7ng ch\u01b0a? Thu\u1eadt ng\u1eef n\u00e0y \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 kh\u00e1ch h\u00e0ng s\u1ebd n\u00f3i v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn b\u1ea1n b\u00e8 c\u1ee7a h\u1ecd. Theo \u0111\u00f3, 88%<\/strong> kh\u00e1ch h\u00e0ng tin t\u01b0\u1edfng v\u00e0o g\u1ee3i \u00fd c\u1ee7a b\u1ea1n b\u00e8 v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 h\u01a1n l\u00e0 th\u00f4ng qua c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng. M\u1ed9t trong nh\u1eefng \u0111\u1ed9ng c\u01a1 \u0111\u1ec3 kh\u00e1ch h\u00e0ng n\u00f3i v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u v\u1edbi b\u1ea1n b\u00e8 c\u1ee7a h\u1ecd l\u00e0 nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u, s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5. Do \u0111\u00f3, ch\u1ec9 s\u1ed1 NPS c\u00f3 th\u1ec3 c\u00f3 \u00fd ngh\u0129a \u0111\u1ed1i v\u1edbi ho\u1ea1t \u0111\u1ed9ng marketing truy\u1ec1n mi\u1ec7ng.<\/li>\n<\/ul>\n

    3. C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 NPS<\/strong><\/h2>\n

    Khi \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 NPS, doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng thang \u0111o 5 \u0111i\u1ec3m, 10 \u0111i\u1ec3m ho\u1eb7c 100 \u0111i\u1ec3m. M\u1ed7i \u0111i\u1ec3m tr\u00ean thang s\u1ebd t\u01b0\u01a1ng \u1ee9ng v\u1edbi m\u1ed9t m\u1ee9c th\u00e1i \u0111\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi vi\u1ec7c h\u1ecd c\u00f3 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c hay kh\u00f4ng.\u00a0<\/p>\n

    Ch\u1eb3ng h\u1ea1n,\u00a0<\/p>\n

      \n
    • T\u1eeb 0 \u2013 2 \u0111i\u1ec3m: Kh\u00e1ch h\u00e0ng tuy\u1ec7t \u0111\u1ed1i kh\u00f4ng mu\u1ed1n gi\u1edbi thi\u1ec7u\u00a0<\/li>\n
    • T\u1eeb 3 \u2013 4 \u0111i\u1ec3m: Kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n gi\u1edbi thi\u1ec7u<\/li>\n
    • T\u1eeb 5 \u2013 6 \u0111i\u1ec3m: Th\u1ec3 hi\u1ec7n \u00fd ki\u1ebfn trung l\u1eadp<\/li>\n
    • T\u1eeb 7 \u2013 8 \u0111i\u1ec3m: S\u1ebd gi\u1edbi thi\u1ec7u<\/li>\n
    • T\u1eeb 9 \u2013 10 \u0111i\u1ec3m: Kh\u00e1ch h\u00e0ng ch\u1eafc ch\u1eafn s\u1ebd gi\u1edbi thi\u1ec7u cho b\u1ea1n b\u00e8<\/li>\n<\/ul>\n

      Ngo\u00e0i thang \u0111o \u0111i\u1ec3m s\u1ed1, m\u1ed9t s\u1ed1 thang \u0111o c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o 3 m\u1ee9c \u0111\u1ed9 nh\u01b0 \u201cPh\u1ea3n \u0111\u1ed1i\u201d, \u201cTrung l\u1eadp\u201d, \u201c\u0110\u1ed3ng \u00fd\u201d khi h\u1ecfi kh\u00e1ch h\u00e0ng v\u1ec1 vi\u1ec7c h\u1ecd c\u00f3 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn b\u1ea1n b\u00e8 c\u1ee7a m\u00ecnh hay kh\u00f4ng.<\/p>\n

      Sau khi t\u1ed5ng h\u1ee3p phi\u1ebfu \u0111\u00e1nh gi\u00e1 kh\u00e1ch h\u00e0ng l\u1ea1i, doanh nghi\u1ec7p s\u1ebd bi\u1ebft \u0111\u01b0\u1ee3c ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng \u201cph\u1ea3n \u0111\u1ed1i\u201d v\u00e0 \u201c\u0111\u1ed3ng \u00fd\u201d gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn b\u1ea1n b\u00e8. Theo \u0111\u00f3, \u0111i\u1ec3m s\u1ed1 t\u1eeb 0 \u2013 4 s\u1ebd th\u1ec3 hi\u1ec7n \u201cs\u1ef1 ph\u1ea3n \u0111\u1ed1i\u201d v\u00e0 t\u1eeb 7 \u2013 10 \u0111i\u1ec3m s\u1ebd th\u1ec3 hi\u1ec7n \u201cs\u1ef1 \u0111\u1ed3ng \u00fd\u201d.<\/p>\n

      C\u00f4ng th\u1ee9c t\u00ednh NPS s\u1ebd \u0111\u01b0\u1ee3c t\u00ednh nh\u01b0 sau:<\/p>\n

      4. Ch\u1ea1y survey ch\u1ec9 s\u1ed1 NPS nh\u01b0 th\u1ebf n\u00e0o?<\/strong><\/h2>\n

      L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 thu th\u1eadp phi\u1ebfu \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 ch\u1ec9 s\u1ed1 NPS? D\u01b0\u1edbi \u0111\u00e2y l\u00e0 hai c\u00e1ch ph\u1ed5 bi\u1ebfn m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n.<\/p>\n

      4.1. Kh\u1ea3o s\u00e1t tr\u00ean website<\/strong><\/h3>\n

      N\u1ebfu kh\u00e1ch h\u00e0ng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u th\u01b0\u1eddng xuy\u00ean gh\u00e9 th\u0103m website th\u00ec vi\u1ec7c th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t th\u00f4ng qua website l\u00e0 m\u1ed9t c\u00e1ch l\u00e0 hi\u1ec7u qu\u1ea3.<\/p>\n

      Sau khi \u0111\u00e3 t\u1ea1o n\u1ed9i dung kh\u1ea3o s\u00e1t, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thi\u1ebft k\u1ebf m\u1ed9t kh\u1ea3o s\u00e1t hi\u1ec3n th\u1ecb pop-up khi kh\u00e1ch h\u00e0ng k\u1ebft th\u00fac h\u00e0nh vi mua h\u00e0ng tr\u00ean website.<\/p>\n

      4.2. Kh\u1ea3o s\u00e1t qua email<\/strong><\/h3>\n

      Thay v\u00ec kh\u1ea3o s\u00e1t qua website, doanh nghi\u1ec7p c\u0169ng c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t qua email. \u0110\u1ec3 t\u0103ng hi\u1ec7u qu\u1ea3 m\u1edf email v\u00e0 t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng \u0111i\u1ec1n kh\u1ea3o s\u00e1t, ngo\u00e0i n\u1ed9i dung trong phi\u1ebfu kh\u1ea3o s\u00e1t, doanh nghi\u1ec7p c\u1ea7n t\u1ea1o n\u1ed9i dung email h\u1ea5p d\u1eabn v\u00e0 c\u00f3 th\u1ec3 c\u00e2n nh\u1eafc t\u1eb7ng k\u00e8m voucher cho kh\u00e1ch h\u00e0ng khi h\u1ecd \u0111i\u1ec1n kh\u1ea3o s\u00e1t.<\/p>\n

      Vi\u1ec7c g\u1eedi kh\u1ea3o s\u00e1t qua email c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p ch\u1ee7 \u0111\u1ed9ng trong vi\u1ec7c d\u00e0nh cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 tr\u01b0\u1edbc khi \u0111\u01b0a ra ph\u1ea3n h\u1ed3i c\u1ee5 th\u1ec3 v\u1ec1 kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng c\u00f3 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u0111\u00f3 cho b\u1ea1n b\u00e8 hay kh\u00f4ng.<\/p>\n

      4.3. Kh\u1ea3o s\u00e1t t\u1ea1i offline<\/strong><\/h3>\n

      \u0110\u1ed1i v\u1edbi c\u00e1c lo\u1ea1i h\u00ecnh kinh doanh c\u1ee5 th\u1ec3 nh\u01b0 qu\u00e1n c\u00e0 ph\u00ea, nh\u00e0 h\u00e0ng, spa, v.v, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 t\u1eadn n\u01a1i. B\u1ea1n ho\u00e0n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t offline ngay sau khi kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m xong d\u1ecbch v\u1ee5.<\/p>\n

      \u0110i\u1ec1u n\u00e0y gi\u00fap n\u00e2ng cao t\u1ef7 l\u1ec7 \u0111i\u1ec1n phi\u1ebfu kh\u1ea3o s\u00e1t, v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 d\u1ecbch v\u1ee5. Tuy nhi\u00ean, do vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u b\u1eb1ng ph\u01b0\u01a1ng ph\u00e1p truy\u1ec1n th\u1ed1ng c\u00f3 th\u1ec3 khi\u1ebfn doanh nghi\u1ec7p m\u1ea5t nhi\u1ec1u th\u1eddi gian h\u01a1n trong vi\u1ec7c nh\u1eadp li\u1ec7u.<\/p>\n

      \n
      \"ch\u1ec9\"ch\u1ec9
      C\u00e1ch \u0111o v\u00e0 ph\u00e2n t\u00edch ch\u1ec9 s\u1ed1 NPS.<\/figcaption><\/figure>\n<\/div>\n

      5. Ph\u00e2n t\u00edch k\u1ebft qu\u1ea3 NPS nh\u01b0 th\u1ebf n\u00e0o?<\/strong><\/h2>\n

      Sau khi \u0111\u00e3 c\u00f3 \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 c\u1ee7a ch\u1ec9 s\u1ed1 NPS, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u cho b\u1ea1n b\u00e8 nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n

        \n
      • N\u1ebfu ch\u1ec9 s\u1ed1 NPS trong kho\u1ea3ng t\u1eeb -100 \u0111\u1ebfn 0<\/strong>: cho th\u1ea5y tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u r\u1ea5t t\u1ec7, v\u00e0 h\u1ecd kh\u00f4ng s\u1eb5n s\u00e0ng \u0111\u1ec3 gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c.<\/li>\n
      • N\u1ebfu ch\u1ec9 s\u1ed1 NPS trong kho\u1ea3ng t\u1eeb 0 \u2013 50<\/strong>: Cho th\u1ea5y tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u l\u00e0 b\u00ecnh th\u01b0\u1eddng, v\u00e0 h\u1ecd c\u00f3 th\u1ec3 s\u1ebd gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c.<\/li>\n
      • N\u1ebfu ch\u1ec9 s\u1ed1 NPS trong kho\u1ea3ng t\u1eeb 50 \u2013 70<\/strong>: Cho th\u1ea5y tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u \u1edf m\u1ee9c t\u1ed1t, v\u00e0 h\u1ecd s\u1ebd gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c.<\/li>\n
      • N\u1ebfu ch\u1ec9 s\u1ed1 NPS trong kho\u1ea3ng t\u1eeb 70 \u2013 100<\/strong>: Cho th\u1ea5y tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u l\u00e0 r\u1ea5t t\u1ed1t, v\u00e0 h\u1ecd ch\u1eafc ch\u1eafn s\u1ebd gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c.<\/li>\n<\/ul>\n

        6. C\u00e1ch t\u0103ng ch\u1ec9 s\u1ed1 NPS score l\u00e0 g\u00ec?<\/strong><\/h2>\n

        M\u1ecdi doanh nghi\u1ec7p \u0111\u1ec1u mong mu\u1ed1n ch\u1ec9 s\u1ed1 NPS c\u00f3 gi\u00e1 tr\u1ecb c\u00e0ng cao c\u00e0ng t\u1ed1t. V\u1eady l\u00e0m n\u00e0o \u0111\u1ec3 t\u0103ng gi\u00e1 tr\u1ecb c\u1ee7a ch\u1ec9 s\u1ed1 n\u00e0y? C\u00f9ng Masterskills kh\u00e1m ph\u00e1 ngay trong ph\u1ea7n d\u01b0\u1edbi \u0111\u00e2y nh\u00e9.\u00a0<\/p>\n

        6.1. X\u00e2y d\u1ef1ng quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng h\u1ee3p l\u00fd<\/strong><\/h3>\n

        Quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 l\u00e0 m\u1ed9t c\u00e1ch gi\u00fap doanh nghi\u1ec7p n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00e2y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c coi l\u00e0 \u0111\u1ed9ng c\u01a1 \u0111\u1ec3 kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn b\u1ea1n b\u00e8, \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c ch\u1ec9 s\u1ed1 NPS \u0111\u1ea1t gi\u00e1 tr\u1ecb cao.\u00a0<\/p>\n

        6.2. C\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5<\/strong><\/h3>\n

        Khi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng cao h\u01a1n so v\u1edbi k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd t\u0103ng l\u00ean. Khi \u0111\u00f3, h\u1ecd c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn b\u1ea1n b\u00e8 cao h\u01a1n.<\/p>\n

        Nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng t\u0103ng, do \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p c\u1ea7n ch\u1ee7 \u0111\u1ed9ng trong vi\u1ec7c c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 v\u00e0 s\u1ea3n ph\u1ea9m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

        6.3. Cho ph\u00e9p kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5<\/strong><\/h3>\n

        Thay v\u00ec g\u1ecdi \u0111i\u1ec7n \u0111\u1ebfn hotline ho\u1eb7c nh\u1edd s\u1ef1 gi\u00fap \u0111\u1ee1 t\u1eeb c\u00e1c nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n, nhi\u1ec1u kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn vi\u1ec7c t\u1ef1 t\u00ecm hi\u1ec3u, t\u00ecm ki\u1ebfm th\u00f4ng tin. Do \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 m\u1edf c\u00e1c di\u1ec5n \u0111\u00e0n online, ho\u1eb7c cung c\u1ea5p nhi\u1ec1u th\u00f4ng tin h\u1eefu \u00edch ph\u1ee5c v\u1ee5 nhu c\u1ea7u t\u00ecm ki\u1ebfm c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

        L\u1eddi k\u1ebft<\/strong><\/p>\n

        Tr\u00ean \u0111\u00e2y l\u00e0 nh\u1eefng chia s\u1ebb v\u1ec1 ch\u1ec9 s\u1ed1 NPS m\u00e0 Masterskills mu\u1ed1n g\u1eedi \u0111\u1ebfn b\u1ea1n. Hy v\u1ecdng r\u1eb1ng, b\u00e0i vi\u1ebft \u0111\u00e3 gi\u00fap b\u1ea1n hi\u1ec3u h\u01a1n v\u1ec1 ch\u1ec9 s\u1ed1 NPS l\u00e0 g\u00ec<\/strong>, v\u00e0 bi\u1ebft c\u00e1ch \u0111\u1ec3 thu th\u1eadp, c\u0169ng nh\u01b0 ph\u00e2n t\u00edch t\u00edch hi\u1ec7u qu\u1ea3 ch\u1ec9 s\u1ed1 n\u00e0y.<\/p>\n

        N\u1ebfu b\u1ea1n c\u00f2n c\u00f3 b\u1ea5t k\u1ef3 c\u00e2u h\u1ecfi n\u00e0o, \u0111\u1eebng ng\u1ea7n ng\u1ea1i \u0111\u1ec3 l\u1ea1i b\u00ecnh lu\u1eadn \u0111\u1ec3 \u0111\u01b0\u1ee3c Masterskills h\u1ed7 tr\u1ee3 gi\u1ea3i \u0111\u00e1p nh\u00e9.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        NPS l\u00e0 g\u00ec? T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n quan t\u00e2m \u0111\u1ebfn ch\u1ec9 s\u1ed1 NPS? \u0110\u1ec3 hi\u1ec3u h\u01a1n v\u1ec1 ch\u1ec9 s\u1ed1 n\u00e0y, m\u1eddi b\u1ea1n c\u00f9ng Masterskills kh\u00e1m ph\u00e1 chi ti\u1ebft trong b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y. 1. Ch\u1ec9 s\u1ed1 NPS l\u00e0 g\u00ec? NPS l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a t\u1eeb g\u00ec? NPS hay Net Promoter Score l\u00e0 ch\u1ec9 s\u1ed1 […]<\/p>\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\/48034"}],"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=48034"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/48034\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=48034"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=48034"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=48034"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}