{"id":51891,"date":"2023-12-20T01:42:51","date_gmt":"2023-12-19T18:42:51","guid":{"rendered":"https:\/\/masterskills.org\/blog\/net-promoter-score-nps-thang-do-muc-do-hai-long-cua-khach-hang-pho-bien-nhat.html"},"modified":"2023-12-20T01:42:51","modified_gmt":"2023-12-19T18:42:51","slug":"net-promoter-score-nps-thang-do-muc-do-hai-long-cua-khach-hang-pho-bien-nhat","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/net-promoter-score-nps-thang-do-muc-do-hai-long-cua-khach-hang-pho-bien-nhat.html","title":{"rendered":"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"},"content":{"rendered":"
\n

M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 t\u00e1c \u0111\u1ed9ng r\u1ea5t l\u1edbn \u0111\u1ebfn s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u. B\u00ean c\u1ea1nh vi\u1ec7c m\u1ea5t \u0111i kh\u00e1ch h\u00e0ng v\u00e0 doanh thu, m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u1ea5p c\u0169ng c\u00f3 th\u1ec3 g\u00e2y \u1ea3nh h\u01b0\u1edfng x\u1ea5u cho h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. Do \u0111\u00f3, \u00e1p d\u1ee5ng c\u00e1c thang \u0111i\u1ec3m \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap th\u01b0\u01a1ng hi\u1ec7u thu th\u1eadp c\u00e1c ph\u1ea3n h\u1ed3i, \u00fd ki\u1ebfn c\u00f3 gi\u00e1 tr\u1ecb c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c thay \u0111\u1ed5i nh\u1eb1m mang l\u1ea1i cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n. C\u00f3 nhi\u1ec1u ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ec3 c\u1ea3m nh\u1eadn, \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n nh\u01b0: theo d\u00f5i ph\u1ea3n h\u1ed3i tr\u00ean c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, thang \u0111o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT, NPS). Trong \u0111\u00f3, thang \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng Net Promoter Score (NPS) \u0111\u01b0\u1ee3c nhi\u1ec1u doanh nghi\u1ec7p s\u1eed d\u1ee5ng.<\/span><\/p>\n

Thang \u0111i\u1ec3m \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/b><\/h2>\n

Theo c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u, ph\u00e9p \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c chia th\u00e0nh hai lo\u1ea1i: h\u1ec7 th\u1ed1ng \u0111o l\u01b0\u1eddng tr\u1ef1c ti\u1ebfp (d\u1eef li\u1ec7u do kh\u00e1ch h\u00e0ng cung c\u1ea5p tr\u1ef1c ti\u1ebfp, v\u00ed d\u1ee5 nh\u01b0 th\u00f4ng qua kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng) v\u00e0 h\u1ec7 th\u1ed1ng \u0111o l\u01b0\u1eddng gi\u00e1n ti\u1ebfp (d\u1eef li\u1ec7u xu\u1ea5t hi\u1ec7n t\u1eeb s\u1ed1 l\u01b0\u1ee3ng b\u00e1n h\u00e0ng\/lu\u1ed3ng doanh thu, m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c v\u1edbi \u1ee9ng d\u1ee5ng, \u2026).<\/span><\/p>\n

\"Thang<\/p>\n

Thang \u0111i\u1ec3m \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/p>\n<\/div>\n

Khi n\u00f3i \u0111\u1ebfn vi\u1ec7c \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1ch ti\u1ebfp c\u1eadn ti\u00eau chu\u1ea9n l\u00e0 \u0111\u00e1nh gi\u00e1 theo thang \u0111i\u1ec3m. Thang \u0111i\u1ec3m quen thu\u1ed9c nh\u1ea5t l\u00e0 thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10, nh\u01b0ng c\u0169ng c\u00f3 thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 7, 1 \u0111\u1ebfn 5 ho\u1eb7c thang \u0111i\u1ec3m d\u1ef1a tr\u00ean bi\u1ec3u t\u01b0\u1ee3ng c\u1ea3m x\u00fac, bi\u1ec3u t\u01b0\u1ee3ng th\u00edch, sao.<\/span><\/p>\n

Thang \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng Net Promoter Score (NPS) l\u00e0 g\u00ec?<\/b><\/h2>\n

Net Promoter Score (NPS) l\u00e0 m\u1ed9t s\u1ed1 li\u1ec7u \u0111\u01b0\u1ee3c \u0111\u01b0\u1ee3c c\u00e1c doanh nghi\u1ec7p s\u1eed d\u1ee5ng r\u1ed9ng r\u00e3i \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a c\u00e1c n\u1ed7 l\u1ef1c ti\u1ebfp th\u1ecb s\u1eed d\u1ee5ng r\u1ed9ng r\u00e3i. N\u00f3 \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi Fred Reichheld v\u00e0 \u0111\u00e3 tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn k\u1ec3 t\u1eeb khi n\u00f3 \u0111\u01b0\u1ee3c gi\u1edbi thi\u1ec7u v\u00e0o n\u0103m 2003 do c\u00e1ch ho\u1ea1t \u0111\u1ed9ng r\u00f5 r\u00e0ng v\u00e0 \u0111\u01a1n gi\u1ea3n. Ng\u01b0\u1eddi ta \u01b0\u1edbc t\u00ednh r\u1eb1ng hai ph\u1ea7n ba c\u00e1c c\u00f4ng ty trong danh s\u00e1ch Fortune 1000 s\u1eed d\u1ee5ng NPS \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

\"Net<\/p>\n

Net Promoter Score (NPS) l\u00e0 thang \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ph\u1ed5 bi\u1ebfn v\u00e0 quan tr\u1ecdng<\/p>\n<\/div>\n

NPS \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean m\u1ed9t c\u00e2u h\u1ecfi duy nh\u1ea5t trong m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t: <\/span>\u201cKh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u c\u00f4ng ty\/s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i cho b\u1ea1n b\u00e8 ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p l\u00e0 bao nhi\u00eau?\u201d<\/b>. NPS th\u01b0\u1eddng s\u1eed d\u1ee5ng thang \u0111i\u1ec3m t\u1eeb 0 (ho\u00e0n to\u00e0n kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng x\u1ea3y ra) \u0111\u1ebfn 10 (r\u1ea5t c\u00f3 th\u1ec3 x\u1ea3y ra). C\u00e1c kh\u1ea3o s\u00e1t NPS \u0111\u00f4i khi c\u0169ng bao g\u1ed3m m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi m\u1edf \u0111\u1ec3 b\u1ed5 sung, cung c\u1ea5p th\u00eam ng\u1eef c\u1ea3nh.<\/span><\/p>\n

Net Promoter Score (NPS) ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/b><\/h2>\n

C\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t c\u1ee7a NPS \u0111\u01b0a ra nh\u1eefng c\u00e2u h\u1ecfi cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u1ec1 kh\u1ea3 n\u0103ng h\u1ecd s\u1ebd gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u1edbi ng\u01b0\u1eddi kh\u00e1c. C\u00e2u h\u1ecfi th\u01b0\u1eddng \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 kh\u1ea3o s\u00e1t l\u00e0: \u201cTr\u00ean thang \u0111i\u1ec3m t\u1eeb 1-10, b\u1ea1n \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5\/s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i bao nhi\u00eau \u0111i\u1ec3m. Kh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a ch\u00fang t\u00f4i cho b\u1ea1n b\u00e8 v\u00e0 gia \u0111\u00ecnh c\u1ee7a b\u1ea1n l\u00e0 bao nhi\u00eau?\u201d ho\u1eb7c c\u00e1c c\u00e2u h\u1ecfi c\u00f3 n\u1ed9i dung t\u01b0\u01a1ng t\u1ef1.<\/span><\/p>\n

Nh\u1eefng ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi s\u1ebd tr\u1ea3 l\u1eddi b\u1eb1ng thang \u0111i\u1ec3m 0-10, v\u1edbi 10 l\u00e0 \u201cCh\u1eafc ch\u1eafn c\u00f3 kh\u1ea3 n\u0103ng x\u1ea3y ra\u201d v\u00e0 0 l\u00e0 \u201cR\u1ea5t kh\u00f3 x\u1ea3y ra\u201d. Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 0-10, c\u00e1c m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c chia th\u00e0nh 3 nh\u00f3m, gi\u00fap b\u1ea1n ph\u00e2n kh\u00fac, \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng h\u01a1n:<\/span><\/p>\n

    \n
  • 9-10: Kh\u00e1ch h\u00e0ng qu\u1ea3ng b\u00e1: L\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng cao nh\u1ea5t, h\u1ecd y\u00eau th\u00edch s\u1ea3n ph\u1ea9m\/th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u00e0 s\u1ebd nhi\u1ec7t t\u00ecnh, t\u00edch c\u1ef1c qu\u1ea3ng b\u00e1 n\u00f3<\/span><\/li>\n
  • 7-8: Kh\u00e1ch h\u00e0ng trung l\u1eadp: L\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u1edf m\u1ed9t m\u1ee9c \u0111\u1ed9 nh\u1ea5t \u0111\u1ecbnh nh\u01b0ng kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u ch\u00fang cho b\u1ea1n b\u00e8 ho\u1eb7c th\u00e0nh vi\u00ean gia \u0111\u00ecnh do h\u1ecd ch\u01b0a s\u1eb5n s\u00e0ng ho\u1eb7c ch\u01b0a c\u00f3 \u0111\u1ed9ng l\u1ef1c \u0111\u1ec3 gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u. Ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng n\u00e0y kh\u00f4ng c\u00f3 l\u00f2ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u cao v\u00e0 c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng tr\u1edf th\u00e0nh b\u1ecb l\u00f4i k\u00e9o tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh<\/span><\/li>\n
  • 0-6: Kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n: Nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 v\u00e0 c\u00f3 nguy c\u01a1 r\u1eddi b\u1ecf c\u00f4ng ty ho\u1eb7c c\u00f3 th\u1ec3 l\u00e0m t\u1ed5n h\u1ea1i \u0111\u1ebfn h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u v\u00e0 s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ty th\u00f4ng qua nh\u1eefng l\u1eddi truy\u1ec1n mi\u1ec7ng kh\u00f4ng hay<\/span><\/li>\n<\/ul>\n
    \"C\u00e1ch<\/p>\n

    C\u00e1ch ho\u1ea1t \u0111\u1ed9ng v\u00e0 t\u00ednh \u0111i\u1ec3m c\u1ee7a thang \u0111o Net Promoter Score (NPS) \u0111\u01a1n gi\u1ea3n, thu\u1eadn ti\u1ec7n<\/p>\n<\/div>\n

    \u0110\u1ec3 t\u00ednh \u0111i\u1ec3m NPS: B\u1ea1n s\u1ebd ph\u1ea3i tr\u1eeb ph\u1ea7n tr\u0103m Kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n kh\u1ecfi ph\u1ea7n tr\u0103m Kh\u00e1ch h\u00e0ng qu\u1ea3ng b\u00e1. \u0110i\u1ec1u n\u00e0y mang l\u1ea1i cho b\u1ea1n m\u1ed9t s\u1ed1 \u0111i\u1ec3m c\u00f3 th\u1ec3 n\u1eb1m trong kho\u1ea3ng t\u1eeb -100 \u0111\u1ebfn 100. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 v\u00ed d\u1ee5 v\u1ec1 c\u00e1ch t\u00ednh \u0111i\u1ec3m NPS:<\/span><\/p>\n

    N\u1ebfu 40% s\u1ed1 ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi l\u00e0 kh\u00e1ch h\u00e0ng qu\u1ea3ng b\u00e1 v\u00e0 20% l\u00e0 kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n, kh\u00f4ng h\u00e0i l\u00f2ng th\u00ec \u0111i\u1ec3m NPS c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u s\u1ebd l\u00e0 20 (40% \u2013 20%). V\u00e0 n\u1ebfu 60% s\u1ed1 ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi l\u00e0 kh\u00e1ch h\u00e0ng qu\u1ea3ng b\u00e1 v\u00e0 80% l\u00e0 kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n, th\u00ec \u0111i\u1ec3m NPS c\u1ee7a b\u1ea1n s\u1ebd l\u00e0 -20 (60% \u2013 80%).<\/span><\/p>\n

    Tuy nhi\u00ean, n\u1ebfu c\u00e1ch t\u00ednh th\u1ee7 c\u00f4ng n\u00e0y khi\u1ebfn b\u1ea1n c\u1ea3m th\u1ea5y kh\u00f3 kh\u0103n th\u00ec c\u00f3 m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng h\u01a1n \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m NPS l\u00e0 s\u1eed d\u1ee5ng c\u00e1c ph\u1ea7n m\u1ec1m NPS chuy\u00ean d\u1ee5ng ho\u1eb7c g\u1eedi kh\u1ea3o s\u00e1t theo c\u00e1ch th\u1ee7 c\u00f4ng r\u1ed3i x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m s\u1ed1 NPS b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng m\u00e1y t\u00ednh.<\/span><\/p>\n

    M\u1ee9c \u0111i\u1ec3m NPS \u0111\u01b0\u1ee3c cho l\u00e0 cao hay th\u1ea5p ph\u1ee5 thu\u1ed9c v\u00e0o ng\u00e0nh v\u00e0 c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. Tuy nhi\u00ean, \u0111i\u1ec3m NPS cao l\u00e0 d\u1ea5u hi\u1ec7u tr\u1ef1c ti\u1ebfp cho th\u1ea5y doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111ang l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng t\u1ed1t. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 nh\u1eefng g\u00ec th\u01b0\u01a1ng hi\u1ec7u \u0111ang l\u00e0m c\u00f3 hi\u1ec7u qu\u1ea3 v\u00e0 n\u00ean ti\u1ebfp t\u1ee5c duy tr\u00ec, m\u1edf r\u1ed9ng con \u0111\u01b0\u1eddng \u0111\u00f3 \u0111\u1ec3 c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn th\u00eam c\u00e1c kh\u00e1ch h\u00e0ng trung th\u00e0nh, nhi\u1ec7t t\u00ecnh. \u0110i\u1ec3m c\u00e0ng cao, doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng t\u00ecm \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi th\u00f4ng qua c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n nh\u01b0 ti\u1ebfp th\u1ecb truy\u1ec1n mi\u1ec7ng.<\/span><\/p>\n

    Khi n\u00e0o doanh nghi\u1ec7p n\u00ean g\u1eedi kh\u1ea3o s\u00e1t Net Promoter Score (NPS) cho kh\u00e1ch h\u00e0ng?<\/b><\/h2>\n

    C\u00f3 m\u1ed9t s\u1ed1 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t c\u1ea7n l\u01b0u \u00fd khi g\u1eedi kh\u1ea3o s\u00e1t NPS:<\/span><\/p>\n

      \n
    • Th\u1eddi \u0111i\u1ec3m g\u1eedi kh\u1ea3o s\u00e1t NPS cho ng\u01b0\u1eddi d\u00f9ng ph\u1ee5 thu\u1ed9c r\u1ea5t nhi\u1ec1u v\u00e0o h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. Ph\u01b0\u01a1ng ph\u00e1p t\u1ed1t nh\u1ea5t \u0111\u1ec3 g\u1eedi ch\u00fang l\u00e0 thi\u1ebft l\u1eadp quy tr\u00ecnh g\u1eedi kh\u1ea3o s\u00e1t t\u1ef1 \u0111\u1ed9ng ho\u1ea1t d\u1ef1a tr\u00ean h\u00e0nh vi nh\u1ea5t \u0111\u1ecbnh c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, h\u00e0nh \u0111\u1ed9ng ho\u1eb7c tr\u1ea3i nghi\u1ec7m trong \u1ee9ng d\u1ee5ng c\u1ee7a h\u1ecd.<\/span><\/li>\n
    • S\u1eed d\u1ee5ng c\u00e1c m\u1ed1c s\u1ea3n ph\u1ea9m quan tr\u1ecdng \u0111\u1ec3 quy\u1ebft \u0111\u1ecbnh th\u1eddi \u0111i\u1ec3m g\u1eedi kh\u1ea3o s\u00e1t NPS. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 x\u1ea3y ra sau khi h\u1ecd mua h\u00e0ng, s\u1eed d\u1ee5ng t\u00ednh n\u0103ng c\u1ee7a b\u1ea1n ho\u1eb7c li\u00ean h\u1ec7 v\u1edbi b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/li>\n<\/ul>\n
      \"Doanh<\/p>\n

      Doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng NPS trong nhi\u1ec1u giai \u0111o\u1ea1n \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

        \n
      • G\u1eedi kh\u1ea3o s\u00e1t NPS \u0111\u1ecbnh k\u1ef3 \u0111\u1ec3 theo d\u00f5i nh\u1eefng thay \u0111\u1ed5i v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
      • Gi\u1eef cu\u1ed9c kh\u1ea3o s\u00e1t NPS c\u1ee7a b\u1ea1n ng\u1eafn g\u1ecdn v\u00e0 \u0111i th\u1eb3ng v\u00e0o v\u1ea5n \u0111\u1ec1 \u0111\u1ec3 kh\u00e1ch h\u00e0ng cung c\u1ea5p ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng v\u00e0 ng\u1eafn g\u1ecdn, d\u1ec5 ph\u00e2n t\u00edch<\/span><\/li>\n
      • Tr\u00e1nh g\u1eedi b\u1ea3n kh\u1ea3o s\u00e1t NPS cho ng\u01b0\u1eddi d\u00f9ng kh\u00f4ng ho\u1ea1t \u0111\u1ed9ng, mua h\u00e0ng ho\u1eb7c t\u01b0\u01a1ng t\u00e1c v\u00ec th\u1eddi \u0111i\u1ec3m g\u1ea7n \u0111\u00e2y h\u1ecd kh\u00f4ng c\u00f3 tr\u1ea3i nghi\u1ec7m n\u00e0o v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 s\u1ebd kh\u00f4ng c\u00f3 b\u1ea5t k\u1ef3 ph\u1ea3n h\u1ed3i hay \u0111\u1ec1 xu\u1ea5t \u00fd ngh\u0129a n\u00e0o.<\/span><\/li>\n<\/ul>\n

        L\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n \u0111i\u1ec3m Net Promoter Score (NPS)?<\/b><\/h2>\n
        \"C\u1ea3i<\/p>\n

        C\u1ea3i thi\u1ec7n \u0111i\u1ec3m NPS s\u1ebd gi\u00fap doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng l\u1ee3i \u00edch, g\u00f3p ph\u1ea7n n\u00e2ng cao doanh s\u1ed1<\/p>\n<\/div>\n

        Ch\u1ee7 \u0111\u1ed9ng l\u00ean ph\u01b0\u01a1ng \u00e1n c\u1ea3i thi\u1ec7n \u0111i\u1ec3m NPS s\u1ebd gi\u00fap doanh nghi\u1ec7p \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng l\u1ee3i \u00edch to l\u1edbn:<\/span><\/p>\n

          \n
        • \u0110\u00e1nh d\u1ea5u c\u00e1c ph\u1ea3n h\u1ed3i NPS theo 3 m\u1ee9c \u0111\u1ed9: kh\u00e1ch h\u00e0ng qu\u1ea3ng b\u00e1, kh\u00e1ch h\u00e0ng trung l\u1eadp, kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n \u0111\u1ec3 h\u00ecnh dung r\u00f5 h\u01a1n v\u1ec1 ch\u00e2n dung ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng, t\u00ecm ra \u0111i\u1ec3m chung c\u1ee7a c\u00e1c kh\u00e1ch h\u00e0ng \u1edf m\u1ed7i nh\u00f3m.<\/span><\/li>\n
        • Bi\u1ebft kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o v\u00e0 \u0111i\u1ec1u g\u00ec khi\u1ebfn h\u1ecd kh\u00f3 ch\u1ecbu, b\u1ea1n c\u00f3 th\u1ec3 ch\u1ee7 \u0111\u1ed9ng li\u00ean h\u1ec7 v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n v\u00e0 cung c\u1ea5p tr\u1ee3 gi\u00fap, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a \u0111\u1ec3 th\u00fac \u0111\u1ea9y vi\u1ec7c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m v\u00e0 t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd. T\u01b0\u01a1ng t\u1ef1 nh\u01b0 v\u1eady, h\u00e3y t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng trung l\u1eadp nhi\u1ec1u h\u01a1n \u0111\u1ec3 c\u1ee7ng s\u1ed1 m\u1ed1i quan h\u1ec7 v\u00e0 c\u1ed1 g\u1eafng c\u1ea3i ti\u1ebfn, thay \u0111\u1ed5i d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c, s\u1ea3n ph\u1ea9m \u0111\u1ec3 h\u1ecd tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng qu\u1ea3ng b\u00e1.<\/span><\/li>\n
        • C\u1ea3i thi\u1ec7n NPS th\u00f4ng qua ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m: Doanh nghi\u1ec7p c\u00e0ng khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng th\u00ec c\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng s\u1ebd \u1edf l\u1ea1i v\u00e0 gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p cho ng\u01b0\u1eddi kh\u00e1c. Thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, g\u1eedi b\u1ea3ng kh\u1ea3o s\u00e1t \u0111\u1ecbnh k\u00ec v\u00e0 li\u00ean h\u1ec7 v\u1edbi nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 \u0111\u1ec3 l\u1ea1i x\u1ebfp h\u1ea1ng kh\u00f4ng t\u1ed1t c\u00f3 th\u1ec3 gi\u00fap h\u1ecd thay \u0111\u1ed5i suy ngh\u0129 v\u1ec1 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n v\u00e0 cho s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n m\u1ed9t c\u01a1 h\u1ed9i kh\u00e1c.\u00a0<\/span><\/li>\n
        • Trau d\u1ed3i, r\u00e8n luy\u1ec7n k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 quan tr\u1ecdng nh\u1ea5t \u0111\u1ec3 th\u00e0nh c\u00f4ng trong vi\u1ec7c h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng: L\u1eafng nghe kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c v\u00e0 c\u1ea3 kh\u00e1ch h\u00e0ng t\u1ee9c gi\u1eadn, ch\u1ee7 \u0111\u1ed9ng l\u1eafng nghe kh\u00e1ch h\u00e0ng th\u1ee5 \u0111\u1ed9ng.\u00a0<\/span><\/li>\n
        • Theo d\u00f5i nh\u1eefng kh\u00e1ch h\u00e0ng trung l\u1eadp \u0111\u1ec3 gia t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch \u0111\u1eb7t ng\u01b0\u1eddi ti\u00eau d\u00f9ng l\u00ean h\u00e0ng \u0111\u1ea7u, doanh nghi\u1ec7p c\u00f3 th\u1ec3 n\u1ed7 l\u1ef1c c\u1ea3i thi\u1ec7n quy tr\u00ecnh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng \u0111i\u1ec3m NPS c\u0169ng nh\u01b0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
        • T\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111i\u1ec3m NPS c\u1ee7a b\u1ea1n v\u1edbi t\u1ef1 \u0111\u1ed9ng h\u00f3a: M\u1ed9t trong nhi\u1ec1u c\u00e1ch b\u1ea1n c\u00f3 th\u1ec3 t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u00f2ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u l\u00e0 t\u00edch h\u1ee3p t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0o trong qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Khi c\u00e1c c\u00f4ng c\u1ee5 nh\u01b0 chatbot t\u00edch h\u1ee3p y\u1ebfu t\u1ed1 tr\u1ee3 l\u00fd \u1ea3o (AI) c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a t\u1edbi 60% t\u1ea5t c\u1ea3 c\u00e1c y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng g\u1eedi \u0111\u1ebfn. V\u00ec v\u1eady, n\u1ebfu b\u1ea1n ch\u1ecdn m\u1ed9t n\u1ec1n t\u1ea3ng t\u00edch h\u1ee3p v\u00e0o c\u00e1c h\u1ec7 th\u1ed1ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3 c\u1ee7a m\u00ecnh, ch\u1eb3ng h\u1ea1n nh\u01b0 CRM, th\u00ec AI c\u00f3 th\u1ec3 gi\u00fap th\u01b0\u01a1ng hi\u1ec7u cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a nhanh ch\u00f3ng c\u0169ng nh\u01b0 duy tr\u00ec tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n

          C\u00e1c th\u01b0\u01a1ng hi\u1ec7u ch\u00fa tr\u1ecdng \u0111\u1ea7u t\u01b0 th\u1eddi gian v\u00e0 ngu\u1ed3n l\u1ef1c \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u1eb1m thu \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i, th\u00f4ng tin chi ti\u1ebft c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c v\u00e0 hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Khi c\u00e1c doanh nghi\u1ec7p ph\u00e2n b\u1ed5 th\u1eddi gian v\u00e0 ngu\u1ed3n l\u1ef1c \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i theo d\u00f5i v\u00e0 \u0111o l\u01b0\u1eddng k\u1ebft qu\u1ea3: s\u1eed d\u1ee5ng m\u1ed9t s\u1ed1 KPI ho\u1eb7c th\u1ef1c hi\u1ec7n h\u00e0nh \u0111\u1ed9ng thay \u0111\u1ed5i \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c ph\u00e0n n\u00e0n s\u1ebd gi\u00fap doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

          M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 t\u00e1c \u0111\u1ed9ng r\u1ea5t l\u1edbn \u0111\u1ebfn s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u. B\u00ean c\u1ea1nh vi\u1ec7c m\u1ea5t \u0111i kh\u00e1ch h\u00e0ng v\u00e0 doanh thu, m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u1ea5p c\u0169ng c\u00f3 th\u1ec3 g\u00e2y \u1ea3nh h\u01b0\u1edfng x\u1ea5u cho h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. Do \u0111\u00f3, \u00e1p d\u1ee5ng c\u00e1c thang \u0111i\u1ec3m \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap th\u01b0\u01a1ng hi\u1ec7u thu th\u1eadp c\u00e1c ph\u1ea3n h\u1ed3i, \u00fd ki\u1ebfn c\u00f3 gi\u00e1 tr\u1ecb c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c thay \u0111\u1ed5i nh\u1eb1m mang l\u1ea1i cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n. C\u00f3 nhi\u1ec1u ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ec3 c\u1ea3m nh\u1eadn, \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n nh\u01b0: theo d\u00f5i ph\u1ea3n h\u1ed3i tr\u00ean c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, thang \u0111o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT, NPS). Trong \u0111\u00f3, thang \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng Net Promoter Score (NPS) \u0111\u01b0\u1ee3c nhi\u1ec1u doanh nghi\u1ec7p s\u1eed d\u1ee5ng.<\/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\/51891"}],"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=51891"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51891\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51891"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51891"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51891"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}