{"id":51869,"date":"2023-12-20T01:38:47","date_gmt":"2023-12-19T18:38:47","guid":{"rendered":"https:\/\/masterskills.org\/blog\/tang-cuong-trai-nghiem-cua-khach-hang-voi-thang-do-csat.html"},"modified":"2023-12-20T01:38:47","modified_gmt":"2023-12-19T18:38:47","slug":"tang-cuong-trai-nghiem-cua-khach-hang-voi-thang-do-csat","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/tang-cuong-trai-nghiem-cua-khach-hang-voi-thang-do-csat.html","title":{"rendered":"T\u0103ng c\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi thang \u0111o CSAT"},"content":{"rendered":"<div id=\"test\">\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">V\u1edbi thang \u0111o CSAT, b\u1ea1n c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m y\u1ebfu trong s\u1ea3n ph\u1ea9m v\u00e0 quy tr\u00ecnh h\u1ed7 tr\u1ee3 c\u1ee7a b\u1ea1n \u0111\u1ec3 nhanh ch\u00f3ng, k\u1ecbp th\u1eddi c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n v\u00e0 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u00e1ng nh\u1edb cho kh\u00e1ch h\u00e0ng. Theo th\u1ed1ng k\u00ea c\u1ee7a Helps Cout:<\/span><\/p>\n<ul style=\"text-align: justify\">\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">68% kh\u00e1ch h\u00e0ng \u0111\u00e3 chuy\u1ec3n \u0111\u1ed5i th\u01b0\u01a1ng hi\u1ec7u v\u00ec tr\u1ea3i nghi\u1ec7m k\u00e9m.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">78% kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u1eeb ch\u1ed1i mua h\u00e0ng do tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u00e9m.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">51% kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng bao gi\u1edd kinh doanh v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u ch\u1ec9 sau m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">N\u1ebfu kh\u00f4ng theo d\u00f5i m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1i nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac, b\u1ea1n s\u1ebd kh\u00f4ng th\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng k\u1ecbp th\u1eddi. K\u1ebft qu\u1ea3 l\u00e0 b\u1ea1n s\u1ebd \u0111\u00e1nh m\u1ea5t kh\u00e1ch h\u00e0ng m\u00e0 kh\u00f4ng h\u1ec1 hay bi\u1ebft. V\u00ec v\u1eady, b\u1ea1n c\u00f3 th\u1ec3 b\u1eaft \u0111\u1ea7u t\u00ecm hi\u1ec3u v\u00e0 s\u1eed d\u1ee5ng thang \u0111o CSAT \u0111\u1ec3 theo d\u00f5i s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u1eeb b\u00e2y gi\u1edd.<\/span><\/p>\n<h2 style=\"text-align: justify\" id=\"1-thang-do-csat-la-gi\"><b>Thang \u0111o CSAT l\u00e0 g\u00ec?<\/b><\/h2>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">Thang \u0111o CSAT \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng ho\u1eb7c kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. S\u1eed d\u1ee5ng thang \u0111o CSAT gi\u00fap doanh nghi\u1ec7p theo d\u00f5i hi\u1ec7u su\u1ea5t, m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 hi\u1ec3u \u0111\u01b0\u1ee3c c\u1ea3m gi\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi m\u1ed7i nh\u00f3m s\u1ea3n ph\u1ea9m \u0111\u1ec3 xem x\u00e9t v\u00e0 ph\u00e1t hi\u1ec7n ra v\u1ea5n \u0111\u1ec1 c\u1ea7n c\u1ea3i thi\u1ec7n.\u00a0<\/span><\/p>\n<div id=\"attachment_24079\" style=\"width: 760px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-24079\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/Masterskills-thang-do-csat-la-gi-e1675789741774.png\" alt=\"Thang \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng CSAT l\u00e0 g\u00ec?\" width=\"750\" height=\"364\" title=\"Masterskills-thang-do-csat-la-gi-e1675789741774\"><\/p>\n<p class=\"wp-caption-text\">Thang \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng CSAT l\u00e0 g\u00ec?<\/p>\n<\/div>\n<h2 style=\"text-align: justify\" id=\"2-thang-do-csat-hoat-dong-nhu-the-nao\"><b>Thang \u0111o CSAT ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/b><\/h2>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">Thang \u0111o CSAT ho\u1ea1t \u0111\u1ed9ng d\u1ef1a tr\u00ean c\u00e1c c\u00e2u h\u1ecfi v\u00e0 s\u1ed1 \u0111i\u1ec3m trong kh\u1ea3o s\u00e1t. C\u00e2u h\u1ecfi ph\u1ed5 bi\u1ebfn nh\u1ea5t \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng trong c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t CSAT l\u00e0 \u201cKh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a doanh nghi\u1ec7p b\u1ea1n nh\u01b0 th\u1ebf n\u00e0o?\u201d C\u00e1c c\u00e2u tr\u1ea3 l\u1eddi s\u1ebd r\u01a1i v\u00e0o m\u1ed9t thang \u0111i\u1ec3m nh\u1ea5t \u0111\u1ecbnh , th\u01b0\u1eddng l\u00e0 t\u1eeb 0 \u0111\u1ebfn 5, trong \u0111\u00f3 0 ngh\u0129a l\u00e0 \u201cR\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng\u201d v\u00e0 5 ngh\u0129a l\u00e0 \u201cR\u1ea5t h\u00e0i l\u00f2ng\u201d.\u00a0<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">V\u00ed d\u1ee5: \u1ee8ng d\u1ee5ng Shopee cung c\u1ea5p thang \u0111o CSAT cho kh\u00e1ch h\u00e0ng (v\u1edbi thang \u0111i\u1ec3m t\u1eeb 1-5 sao) \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi tr\u1ea3i nghi\u1ec7m mua s\u1eafm t\u1ea1i m\u1ed7i shop. Sau khi c\u00e1c \u0111\u00e1nh gi\u00e1 n\u00e0y \u0111\u01b0\u1ee3c ho\u00e0n thi\u1ec7n, Shopee s\u1ebd t\u1ed5ng h\u1ee3p v\u00e0 t\u00ednh th\u00e0nh t\u1ed5ng \u0111i\u1ec3m \u0111\u00e1nh gi\u00e1 cho m\u1ed7i shop. Shop c\u00f3 \u0111\u00e1nh gi\u00e1 t\u1eeb 4,8\/5 sao tr\u1edf l\u00ean s\u1ebd \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng y\u00eau th\u00edch, tin t\u01b0\u1edfng v\u00e0 l\u1ef1a ch\u1ecdn mua h\u00e0ng nhi\u1ec1u h\u01a1n.<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">Theo l\u00fd thuy\u1ebft, t\u1ed5ng \u0111i\u1ec3m c\u1ee7a thang \u0111o CSAT s\u1ebd \u0111\u01b0\u1ee3c t\u00ednh nh\u01b0 sau: Chia s\u1ed1 \u0111i\u1ec3m t\u00edch c\u1ef1c c\u1ee7a b\u1ea1n (t\u1ed5ng \u0111i\u1ec3m kh\u00e1ch h\u00e0ng l\u00e0 4 ho\u1eb7c 5) cho t\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c kh\u1ea3o s\u00e1t, sau \u0111\u00f3 nh\u00e2n v\u1edbi 100.\u00a0<\/span><\/p>\n<div id=\"attachment_24075\" style=\"width: 760px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-24075\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/Masterskills-cach-hoat-dong-tinh-diem-thang-do-csat-e1675789702674.jpg\" alt=\"Thang \u0111o CSAT c\u00f3 c\u00e1ch ho\u1ea1t \u0111\u1ed9ng v\u00e0 t\u00ednh \u0111i\u1ec3m \u0111\u01a1n gi\u1ea3n gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng s\u1eed d\u1ee5ng\" width=\"750\" height=\"332\" title=\"Masterskills-cach-hoat-dong-tinh-diem-thang-do-csat-e1675789702674\"><\/p>\n<p class=\"wp-caption-text\">Thang \u0111o CSAT c\u00f3 c\u00e1ch ho\u1ea1t \u0111\u1ed9ng v\u00e0 t\u00ednh \u0111i\u1ec3m \u0111\u01a1n gi\u1ea3n gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng s\u1eed d\u1ee5ng<\/p>\n<\/div>\n<p style=\"text-align: justify\"><b>V\u00ed d\u1ee5:<\/b><span style=\"font-weight: 400\">\u00a0<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">N\u1ebfu 100 ng\u01b0\u1eddi tham gia kh\u1ea3o s\u00e1t c\u1ee7a b\u1ea1n v\u00e0 65 ng\u01b0\u1eddi cho b\u1ea1n \u0111i\u1ec3m 4 ho\u1eb7c 5 tr\u00ean 5, \u0111i\u1ec3m CSAT c\u1ee7a b\u1ea1n s\u1ebd l\u00e0: (65\/100) x 100 = 65<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">Ngo\u00e0i ra, \u0111\u1ec3 t\u00ednh \u0111i\u1ec3m CSAT m\u1ed9t c\u00e1ch ti\u1ec7n d\u1ee5ng v\u00e0 nhanh g\u1ecdn, b\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o c\u00e1c ph\u1ea7n m\u1ec1m ho\u1eb7c \u1ee9ng d\u1ee5ng t\u1ef1 \u0111\u1ed9ng t\u00ednh to\u00e1n.<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">Khi b\u1ea1n \u0111\u00e3 t\u00ednh \u0111\u01b0\u1ee3c \u0111i\u1ec3m trung b\u00ecnh d\u1ef1a tr\u00ean k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m CSAT c\u1ee7a m\u00ecnh. \u0110i\u1ec3m s\u1ed1 n\u00e0y \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n d\u01b0\u1edbi d\u1ea1ng ph\u1ea7n tr\u0103m: 100% l\u00e0 \u0111i\u1ec3m s\u1ed1 tuy\u1ec7t v\u1eddi, n\u00f3 cho bi\u1ebft doanh nghi\u1ec7p b\u1ea1n \u0111ang s\u1ea3n xu\u1ea5t s\u1ea3n ph\u1ea9m v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng r\u1ea5t t\u1ed1t v\u00e0 0% l\u00e0 m\u1ed9t \u0111i\u1ec3m s\u1ed1 t\u1ed3i t\u1ec7 v\u00e0 kh\u1ee7ng khi\u1ebfp, b\u00e1o \u0111\u1ed9ng cho b\u1ea1n bi\u1ebft b\u1ea1n c\u1ea7n ph\u1ea3i c\u1ea3i thi\u1ec7n m\u1ecdi th\u1ee9 ngay l\u1eadp t\u1ee9c.<\/span><\/p>\n<h2 style=\"text-align: justify\" id=\"3-khi-nao-nen-su-dung-thang-do-csat\"><b>Khi n\u00e0o n\u00ean s\u1eed d\u1ee5ng thang \u0111o CSAT?<\/b><\/h2>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">CSAT r\u1ea5t ph\u00f9 h\u1ee3p \u0111\u1ec3 n\u1eafm b\u1eaft c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng trong h\u00e0nh tr\u00ecnh mua s\u1eafm. V\u00ec v\u1eady, d\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t v\u00e0i tr\u01b0\u1eddng h\u1ee3p m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng thang \u0111o CSAT:<\/span><\/p>\n<ul style=\"text-align: justify\">\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Sau khi kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c, tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m: C\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t t\u1ef1 \u0111\u1ed9ng sau khi t\u01b0\u01a1ng t\u00e1c s\u1ebd gi\u00fap doanh nghi\u1ec7p nhanh ch\u00f3ng theo d\u00f5i, hi\u1ec3u r\u00f5 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed3ng th\u1eddi t\u1ea1o thi\u1ec7n c\u1ea3m v\u1edbi kh\u00e1ch h\u00e0ng, khi\u1ebfn h\u1ecd ghi nh\u1edb v\u1ec1 doanh nghi\u1ec7p nhi\u1ec1u h\u01a1n.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">V\u00ed d\u1ee5: V\u1edbi \u1ee9ng d\u1ee5ng Uber, c\u1ea3 kh\u00e1ch h\u00e0ng v\u00e0 t\u00e0i x\u1ebf \u0111\u1ec1u \u0111\u01b0\u1ee3c g\u1eedi l\u1eddi nh\u1eafc kh\u1ea3o s\u00e1t, \u0111\u00e1nh gi\u00e1 ngay sau k\u1ebft th\u00fac chuy\u1ebfn \u0111i tr\u00ean thi\u1ebft b\u1ecb di \u0111\u1ed9ng c\u1ee7a h\u1ecd. V\u1edbi kh\u1ea3o s\u00e1t \u0111\u01b0\u1ee3c t\u00ednh \u0111i\u1ec3m b\u1eb1ng sao, kh\u00e1ch h\u00e0ng v\u00e0 t\u00e0i x\u1ebf \u0111\u1ec1u c\u00f3 th\u1ec3 nhanh ch\u00f3ng b\u00e0y t\u1ecf s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a m\u00ecnh. Ngo\u00e0i ra, kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 th\u1ec3 vi\u1ebft ph\u1ea3n h\u1ed3i d\u00e0i h\u01a1n, b\u00e0y t\u1ecf c\u1ea3m x\u00fac c\u1ee7a m\u00ecnh v\u1ec1 chuy\u1ebfn \u0111i v\u00e0 c\u00e1c \u0111\u00e1nh gi\u00e1 t\u1eeb kh\u1ea3o s\u00e1t n\u00e0y s\u1ebd \u0111\u01b0\u1ee3c chuy\u1ec3n ti\u1ebfp tr\u1ef1c ti\u1ebfp \u0111\u1ebfn t\u00e0i x\u1ebf v\u00e0 c\u00f4ng ty. \u0110i\u1ec1u n\u00e0y gi\u00fap Uber d\u1ec5 d\u00e0ng ki\u1ec3m so\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 nh\u1eefng thay \u0111\u1ed5i, x\u1eed l\u00fd k\u1ecbp th\u1eddi.<\/span><\/p>\n<div id=\"attachment_24077\" style=\"width: 760px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-24077\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/Masterskills-su-dung-thang-do-csat-e1675789722583.png\" alt=\"G\u1eedi kh\u1ea3o s\u00e1t sau khi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 \u0111\u1ec3 ki\u1ec3m so\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng\" width=\"750\" height=\"382\" title=\"Masterskills-su-dung-thang-do-csat-e1675789722583\"><\/p>\n<p class=\"wp-caption-text\">G\u1eedi kh\u1ea3o s\u00e1t sau khi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 \u0111\u1ec3 ki\u1ec3m so\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n<ul style=\"text-align: justify\">\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Trong khi kh\u00e1ch h\u00e0ng \u0111ang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m: Kh\u1ea3o s\u00e1t v\u00e0o th\u1eddi \u0111i\u1ec3m n\u00e0y c\u00f3 th\u1ec3 cung c\u1ea5p cho doanh nghi\u1ec7p th\u00f4ng tin \u0111\u1ec3 nhanh ch\u00f3ng c\u1ea3i ti\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m nh\u1eb1m n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">V\u00ed d\u1ee5: V\u1edbi kh\u1ea3 n\u0103ng hi\u1ec3n th\u1ecb v\u00e0 g\u1eedi kh\u1ea3o s\u00e1t theo th\u1eddi gian th\u1ef1c, Pyro\u2019s Pizza c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1, khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng ngay l\u1eadp t\u1ee9c, th\u1eadm ch\u00ed h\u1ec7 th\u1ed1ng c\u00f2n c\u00f3 ch\u1ee9c n\u0103ng g\u1eedi c\u00e1c v\u1ea5n \u0111\u1ec1 nghi\u00eam tr\u1ecdng tr\u1ef1c ti\u1ebfp t\u1edbi ban qu\u1ea3n l\u00fd \u0111\u1ec3 x\u1eed l\u00fd. V\u1edbi s\u1ef1 nh\u1ea5n m\u1ea1nh v\u00e0o tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 v\u1eady, Pyro\u2019s Pizza \u0111\u00e3 thu h\u00fat v\u00e0 c\u00f3 m\u1ed9t l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh \u0111\u00f4ng \u0111\u1ea3o.<\/span><\/p>\n<ul style=\"text-align: justify\">\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">G\u1eedi kh\u1ea3o s\u00e1t CSAT v\u00e0o th\u1eddi \u0111i\u1ec3m quan tr\u1ecdng: Th\u1eddi \u0111i\u1ec3m quan tr\u1ecdng c\u00f3 th\u1ec3 l\u00e0 b\u1ecf gi\u1ecf h\u00e0ng, mua h\u00e0ng, giao h\u00e0ng, tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m ho\u1eb7c b\u1ea5t k\u1ef3 th\u1eddi \u0111i\u1ec3m n\u00e0o m\u00e0 b\u1ea1n cho l\u00e0 quan tr\u1ecdng. G\u1eedi kh\u1ea3o s\u00e1t t\u1eadp trung v\u00e0o m\u1ed9t th\u1eddi \u0111i\u1ec3m quan tr\u1ecdng v\u00e0 c\u1ee5 th\u1ec3 gi\u00fap doanh nghi\u1ec7p t\u00e1ch bi\u1ec7t c\u00e1c tr\u1ea3i nghi\u1ec7m trong t\u1eebng giai \u0111o\u1ea1n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 d\u1ec5 d\u00e0ng ph\u00e2n t\u00edch v\u00e0 nh\u1eadn ra v\u1ea5n \u0111\u1ec1 y\u1ebfu k\u00e9m, c\u1ea7n c\u1ea3i thi\u1ec7n thu\u1ed9c th\u1eddi \u0111i\u1ec3m hay giai \u0111o\u1ea1n n\u00e0o.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">V\u00ed d\u1ee5: Chu\u1ed7i th\u1ee9c \u0103n nhanh A&amp;W Canada t\u1ea1o ra c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1i nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac trong h\u00e0nh tr\u00ecnh mua s\u1eafm. A&amp;W Canada thu th\u1eadp ph\u1ea3n h\u1ed3i v\u00e0o t\u1ea5t c\u1ea3 nh\u1eefng th\u1eddi \u0111i\u1ec3m quan tr\u1ecdng nh\u01b0 khi kh\u00e1ch h\u00e0ng c\u1ea7n t\u01b0 v\u1ea5n ho\u1eb7c sau khi k\u1ebft th\u00fac mua s\u1eafm v\u00e0 r\u1eddi kh\u1ecfi c\u1eeda h\u00e0ng, \u2026\u00a0 Sau \u0111\u00f3 A&amp;W Canada s\u1ebd g\u1eedi c\u00e1c ph\u1ea3n h\u1ed3i n\u00e0y tr\u1ef1c ti\u1ebfp cho nh\u00e2n vi\u00ean \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n, kh\u1eafc ph\u1ee5c nh\u1eefng r\u1ee7i ro, v\u1ea5n \u0111\u1ec1 \u0111\u00f3.<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">T\u1ea7n su\u1ea5t g\u1eedi kh\u1ea3o s\u00e1t CSAT l\u00e0 \u0111i\u1ec1u m\u00e0 b\u1ea1n n\u00ean suy ngh\u0129 c\u1ea9n th\u1eadn. B\u1ea1n c\u1ea7n ch\u00fa \u00fd \u0111\u1ec3 kh\u00f4ng g\u1eedi qu\u00e1 nhi\u1ec1u kh\u1ea3o s\u00e1t, tr\u00e1nh l\u00e0m phi\u1ec1n kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. B\u1ea1n c\u1ea7n c\u00f3 kh\u1ea3 n\u0103ng \u0111\u00e1nh gi\u00e1 xem nh\u1eefng thay \u0111\u1ed5i c\u1ee7a m\u00ecnh c\u00f3 \u0111em l\u1ea1i k\u1ebft qu\u1ea3 v\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 gia t\u0103ng hay kh\u00f4ng \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh v\u1ec1 t\u1ea7n su\u1ea5t g\u1eedi kh\u1ea3o s\u00e1t.<\/span><\/p>\n<h2 style=\"text-align: justify\" id=\"4-uu-diem-cua-thang-do-csat\"><b>\u01afu \u0111i\u1ec3m c\u1ee7a thang \u0111o CSAT<\/b><\/h2>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">S\u1eed d\u1ee5ng thang \u0111o CSAT \u0111em l\u1ea1i nhi\u1ec1u \u01b0u \u0111i\u1ec3m v\u00e0 l\u1ee3i \u00edch quan tr\u1ecdng cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n nh\u01b0:<\/span><\/p>\n<ul style=\"text-align: justify\">\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">S\u1ef1 linh ho\u1ea1t: B\u1ea1n c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh c\u00e2u h\u1ecfi CSAT \u0111\u1ec3 h\u1ecfi v\u1ec1 nhi\u1ec1u v\u1ea5n \u0111\u1ec1 xung quanh vi\u1ec7c kinh doanh, t\u1eeb t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi nh\u00f3m d\u1ecbch v\u1ee5 \u0111\u1ebfn s\u1ea3n ph\u1ea9m v\u00e0 m\u1ecdi th\u1ee9 li\u00ean quan.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: Theo Zendesk, 50% kh\u00e1ch h\u00e0ng s\u1ebd chuy\u1ec3n sang \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh n\u1ebfu c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m mua h\u00e0ng t\u1ed3i t\u1ec7. Trong tr\u01b0\u1eddng h\u1ee3p kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u h\u01a1n m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7, con s\u1ed1 \u0111\u00f3 t\u0103ng l\u00ean 80%. V\u00ec v\u1eady, b\u1eb1ng c\u00e1ch theo d\u00f5i thang \u0111i\u1ec3m CSAT \u0111\u1ec3 bi\u1ebft r\u00f5 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh nh\u1eefng \u0111i\u1ec1u khi\u1ebfn h\u1ecd kh\u00f4ng h\u00e0i l\u00f2ng trong h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m mua s\u1eafm.<\/span><\/li>\n<\/ul>\n<div id=\"attachment_24078\" style=\"width: 760px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-24078\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/Masterskills-thang-do-csat-cai-thien-muc-do-hai-long-cua-khach-hang-e1675789731573.jpg\" alt=\"Thang \u0111o CSAT gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng \u0111o l\u01b0\u1eddng \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m cho kh\u00e1ch h\u00e0ng\" width=\"750\" height=\"400\" title=\"Masterskills-thang-do-csat-cai-thien-muc-do-hai-long-cua-khach-hang-e1675789731573\"><\/p>\n<p class=\"wp-caption-text\">Thang \u0111o CSAT gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng \u0111o l\u01b0\u1eddng \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m cho kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n<ul style=\"text-align: justify\">\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">C\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5: K\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t CSAT c\u00f3 th\u1ec3 ti\u1ebft l\u1ed9 c\u00e1c v\u1ea5n \u0111\u1ec1 ho\u1eb7c sai s\u00f3t c\u1ee7a s\u1ea3n ph\u1ea9m. B\u1ea1n c\u00f3 th\u1ec3 l\u00ean ph\u01b0\u01a1ng \u00e1n v\u00e0 kh\u1eafc ph\u1ee5c nh\u1eefng s\u1ef1 c\u1ed1 n\u00e0y tr\u01b0\u1edbc khi ch\u00fang \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn nhi\u1ec1u kh\u00e1ch h\u00e0ng h\u01a1n. Ngo\u00e0i ra, kh\u1ea3o s\u00e1t t\u1eeb thang \u0111o CSAT c\u00f3 th\u1ec3 ti\u1ebft l\u1ed9 m\u1ed9t s\u1ea3n ph\u1ea9m ho\u1eb7c t\u00ednh n\u0103ng ch\u01b0a ph\u00f9 h\u1ee3p \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. \u0110i\u1ec1u n\u00e0y gi\u00fap b\u1ea1n \u0111\u1ecbnh h\u00ecnh c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh \u0111\u1ec3 ch\u00fang ph\u00f9 h\u1ee3p h\u01a1n v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng .\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Theo d\u00f5i s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 nh\u1eadn th\u1ee9c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u theo th\u1eddi gian: Khi \u0111\u1ec1u \u0111\u1eb7n g\u1eedi c\u00e1c b\u1ea3n kh\u1ea3o s\u00e1t v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng sau c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac quan tr\u1ecdng, b\u1ea1n c\u00f3 th\u1ec3 theo d\u00f5i c\u00e1c thay. \u0110i\u1ec1u n\u00e0y gi\u00fap b\u1ea1n t\u1ed5ng k\u1ebft \u0111\u01b0\u1ee3c nh\u1eefng g\u00ec b\u1ea1n \u0111ang c\u1ea3i thi\u1ec7n c\u00f3 hi\u1ec7u qu\u1ea3 hay kh\u00f4ng. N\u00f3 c\u0169ng cho b\u1ea1n th\u1ea5y nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng ngh\u0129 v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">T\u0103ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng: S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 t\u01b0\u01a1ng quan ch\u1eb7t ch\u1ebd v\u1edbi l\u00f2ng trung th\u00e0nh. Khi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n trung th\u00e0nh, nhi\u1ec1u kh\u1ea3 n\u0103ng h\u1ecd s\u1ebd ti\u1ebfp t\u1ee5c mua h\u00e0ng c\u1ee7a b\u1ea1n v\u00e0 gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p b\u1ea1n v\u1edbi m\u1ecdi ng\u01b0\u1eddi. V\u00ec v\u1eady, gi\u1eef cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n h\u00e0i l\u00f2ng s\u1ebd gi\u1ea3m nguy c\u01a1 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf v\u00e0 t\u0103ng doanh s\u1ed1 b\u00e1n h\u00e0ng.<\/span><\/li>\n<\/ul>\n<h2 style=\"text-align: justify\" id=\"5-nhuoc-diem-cua-thang-do-csat\"><b>Nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a thang \u0111o CSAT<\/b><\/h2>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">Thang \u0111o CSAT \u0111\u01a1n gi\u1ea3n v\u00e0 h\u1eefu \u00edch tuy nhi\u00ean n\u00f3 v\u1eabn t\u1ed3n t\u1ea1i m\u1ed9t s\u1ed1 nh\u01b0\u1ee3c \u0111i\u1ec3m:<\/span><\/p>\n<ul style=\"text-align: justify\">\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">CSAT kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t ph\u01b0\u01a1ng ph\u00e1p kh\u1ea3o s\u00e1t l\u00fd t\u01b0\u1edfng \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng v\u00ec n\u00f3 ch\u1ee7 y\u1ebfu t\u1eadp trung v\u00e0o c\u00e1c t\u01b0\u01a1ng t\u00e1c t\u1ee9c th\u1eddi, ph\u1ea3n \u00e1nh t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng ng\u1eafn h\u1ea1n v\u00e0 k\u1ebft qu\u1ea3 th\u01b0\u1eddng d\u1ef1a tr\u00ean c\u1ea3m gi\u00e1c c\u1ee7a h\u1ecd v\u00e0o m\u1ed9t th\u1eddi \u0111i\u1ec3m nh\u1ea5t \u0111\u1ecbnh.\u00a0<\/span><\/li>\n<\/ul>\n<div id=\"attachment_24076\" style=\"width: 760px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-24076\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/Masterskills-nhuoc-diem-thang-do-csat-e1675789712642.png\" alt=\"Thang \u0111o CSAT ch\u1ec9 ph\u1ea3n \u00e1nh t\u00e2m kh\u00e1ch h\u00e0ng t\u1ee9c th\u1eddi, c\u00f3 th\u1ec3 mang t\u00ednh ch\u1ee7 quan\" width=\"750\" height=\"462\" title=\"Masterskills-nhuoc-diem-thang-do-csat-e1675789712642\"><\/p>\n<p class=\"wp-caption-text\">Thang \u0111o CSAT ch\u1ec9 ph\u1ea3n \u00e1nh t\u00e2m kh\u00e1ch h\u00e0ng t\u1ee9c th\u1eddi, c\u00f3 th\u1ec3 mang t\u00ednh ch\u1ee7 quan<\/p>\n<\/div>\n<ul style=\"text-align: justify\">\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Kh\u1ea3o s\u00e1t CSAT c\u00f3 th\u1ec3 mang t\u00ednh ch\u1ee7 quan, v\u00ec \u201ch\u00e0i l\u00f2ng\u201d c\u00f3 th\u1ec3 c\u00f3 ngh\u0129a kh\u00e1c nhau \u0111\u1ed1i v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c nhau. V\u00ed d\u1ee5: m\u1ed9t s\u1ed1 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi c\u00f3 th\u1ec3 ch\u1ecdn \u201cR\u1ea5t t\u1ed1t\u201d trong khi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c c\u00f3 th\u1ec3 ch\u1ecdn \u201cT\u1ed1t\u201d m\u1eb7c d\u00f9 s\u1eed d\u1ee5ng chung m\u1ed9t s\u1ea3n ph\u1ea9m, \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c v\u00e0 tr\u1ea3i nghi\u1ec7m mua s\u1eafm nh\u01b0 nhau nh\u01b0ng nh\u1eefng v\u1ecb kh\u00e1ch d\u1ec5 t\u00ednh c\u00f3 th\u1ec3 cho doanh nghi\u1ec7p b\u1ea1n \u0111i\u1ec3m cao h\u01a1n so v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u0110i\u1ec3m CSAT c\u0169ng c\u00f3 th\u1ec3 b\u1ecb sai l\u1ec7ch b\u1edfi nh\u1eefng kh\u00e1ch h\u00e0ng \u201cTrung l\u1eadp\u201d v\u00ec h\u1ecd c\u00f3 th\u1ec3 kh\u00f4ng ho\u00e0n th\u00e0nh to\u00e0n b\u1ed9 b\u1ea3n kh\u1ea3o s\u00e1t.\u00a0<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">CSAT l\u00e0 m\u1ed9t s\u1ed1 li\u1ec7u \u0111\u01a1n gi\u1ea3n nh\u01b0ng c\u00f3 t\u00e1c \u0111\u1ed9ng m\u1ea1nh m\u1ebd gi\u00fap b\u1ea1n theo d\u00f5i c\u00e1c m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng khi h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n. Thang \u0111o CSAT cung c\u1ea5p cho b\u1ea1n th\u00f4ng tin ph\u1ea3n h\u1ed3i v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch ph\u00f9 h\u1ee3p \u0111\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng, n\u00e2ng cao s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u0169ng nh\u01b0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. B\u1ea1n c\u00e0ng c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng, b\u1ea1n c\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng t\u0103ng doanh s\u1ed1 b\u00e1n h\u00e0ng v\u00e0 ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p c\u1ee7a m\u00ecnh. V\u00ec v\u1eady, s\u1ee9c m\u1ea1nh c\u1ee7a thang \u0111o CSAT v\u00e0 nh\u1eefng l\u1ee3i \u00edch h\u1eefu h\u00ecnh m\u00e0 n\u00f3 mang l\u1ea1i cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n l\u00e0 v\u00f4 c\u00f9ng m\u1ea1nh m\u1ebd v\u00e0 \u0111\u00e1ng k\u1ef3 v\u1ecdng.<\/span><\/p>\n<p style=\"text-align: justify\"><strong><em>C\u00f3 th\u1ec3 b\u1ea1n quan t\u00e2m:<\/em><\/strong><\/p>\n<p style=\"text-align: justify\"><strong><em>Net Promoter Score (NPS) \u2013 Thang \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ph\u1ed5 bi\u1ebfn nh\u1ea5t<\/em><\/strong><\/p>\n<p style=\"text-align: justify\"><strong><em>Nh\u1eefng c\u1ea5p \u0111\u1ed9 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u00e1p d\u1ee5ng cho doanh nghi\u1ec7p<\/em><\/strong><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p style=\"text-align: justify\"><span style=\"font-weight: 400\">V\u1edbi thang \u0111o CSAT, b\u1ea1n c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m y\u1ebfu trong s\u1ea3n ph\u1ea9m v\u00e0 quy tr\u00ecnh h\u1ed7 tr\u1ee3 c\u1ee7a b\u1ea1n \u0111\u1ec3 nhanh ch\u00f3ng, k\u1ecbp th\u1eddi c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n v\u00e0 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u00e1ng nh\u1edb cho kh\u00e1ch h\u00e0ng. Theo th\u1ed1ng k\u00ea c\u1ee7a Helps Cout:<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51869"}],"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=51869"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51869\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51869"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51869"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51869"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}