{"id":4622,"date":"2018-11-02T07:52:00","date_gmt":"2018-11-02T00:52:00","guid":{"rendered":"https:\/\/khaosat.me\/blog\/?p=4622"},"modified":"2025-02-21T11:00:36","modified_gmt":"2025-02-21T04:00:36","slug":"nps-chi-so-do-luong-su-trung-thanh-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/khaosat.me\/blog\/nps-chi-so-do-luong-su-trung-thanh-cua-khach-hang\/","title":{"rendered":"NPS l\u00e0 g\u00ec? H\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng NPS \u0111o l\u01b0\u1eddng s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n<p>Ng\u00e0y nay, c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 th\u1ee9 quy\u1ebft \u0111\u1ecbnh m\u1ed9t doanh nghi\u1ec7p c\u00f3 t\u1ed3n t\u1ea1i v\u00e0 ph\u00e1t tri\u1ec3n hay kh\u00f4ng. S\u1eed d\u1ee5ng ch\u1ec9 s\u1ed1 <a href=\"https:\/\/khaosat.me\/blog\/nps-chi-so-do-luong-su-trung-thanh-cua-khach-hang\/\"><strong>Net Promoter Score<\/strong> (NPS)<\/a> l\u00e0 c\u00e1ch nhanh ch\u00f3ng v\u00e0 d\u1ec5 d\u00e0ng \u0111\u1ec3 t\u00ecm hi\u1ec3u c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. T\u1eeb \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u00ean k\u1ebf ho\u1ea1ch c\u1ea3i thi\u1ec7n v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng. <\/p>\n\n\n\n<p>B\u00e0i vi\u1ebft sau \u0111\u00e2y s\u1ebd gi\u00fap ch\u00fang ta hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 t\u1ea7m quan tr\u1ecdng c\u1ee7a ch\u1ec9 s\u1ed1 NPS, \u0111\u1ed3ng th\u1eddi h\u01b0\u1edbng d\u1eabn chi ti\u1ebft c\u00e1ch s\u1eed d\u1ee5ng k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t NPS \u0111\u1ec3 n\u00e2ng cao ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a doanh nghi\u1ec7p. M\u1eddi c\u00e1c b\u1ea1n theo d\u00f5i!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. NPS l\u00e0 g\u00ec?<\/h2>\n\n\n\n<p><strong>Net Promoter Score<\/strong> hay <strong>NPS<\/strong> l\u00e0 <strong>ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty cho nh\u1eefng ng\u01b0\u1eddi kh\u00e1c.<\/strong> Ngo\u00e0i ra ch\u1ec9 s\u1ed1 NPS c\u00f2n d\u00f9ng \u0111\u1ec3 <strong>kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5<\/strong> v\u00e0 gi\u00e1n ti\u1ebfp ph\u1ea3n \u1ea3nh kh\u1ea3 n\u0103ng t\u0103ng tr\u01b0\u1edfng c\u1ee7a doanh nghi\u1ec7p. NPS c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng \u0111\u01b0\u1ee3c \u1edf h\u1ea7u h\u1ebft c\u00e1c ng\u00e0nh.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/NPS-chi-so-do-luong-su-trung-thanh-cua-khach-hang.jpg\" alt=\"Net Promoter Score (NPS)\" class=\"wp-image-7978\" width=\"600\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/NPS-chi-so-do-luong-su-trung-thanh-cua-khach-hang.jpg 960w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/NPS-chi-so-do-luong-su-trung-thanh-cua-khach-hang.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/NPS-chi-so-do-luong-su-trung-thanh-cua-khach-hang.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/NPS-chi-so-do-luong-su-trung-thanh-cua-khach-hang.jpg 600w\" sizes=\"(max-width: 960px) 100vw, 960px\" \/><figcaption>NPS ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 trung th\u00e0nh kh\u00e1ch h\u00e0ng<\/figcaption><\/figure><\/div>\n\n\n\n<p class=\"highlight\"><a href=\"https:\/\/khaosat.me\/blog\/trai-nghiem-khach-hang-customer-experience-la-gi\/#Lam_the_nao_de_xay_dung_trai_nghiem_khach_hang_tuyet_voi\"><strong>H\u01b0\u1edbng d\u1eabn chi ti\u1ebft c\u00e1c b\u01b0\u1edbc x\u00e2y d\u1ef1ng Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/strong><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. V\u00ec sao ch\u1ec9 s\u1ed1 NPS l\u1ea1i r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p<\/h2>\n\n\n\n<p>NPS lu\u00f4n gi\u1eef vai tr\u00f2 quan tr\u1ecdng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p, khi x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c ch\u1ec9 s\u1ed1 NPS doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u00ean k\u1ebf ho\u1ea1ch v\u00e0 \u0111\u1ecbnh h\u01b0\u1edbng kinh doanh ph\u00f9 h\u1ee3p v\u1edbi th\u1ef1c t\u1ebf mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng, t\u0103ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n. NPS c\u00f3 vai tr\u00f2 c\u1ee5 th\u1ec3 nh\u01b0 sau:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.1. \u0110o l\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>NPS gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u1ea3 n\u0103ng h\u1ecd c\u00f3 th\u1ec3 gi\u1edbi thi\u1ec7u cho ng\u01b0\u1eddi th\u00e2n. Ngo\u00e0i ra, n\u00f3 c\u0169ng gi\u00fap \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf b\u1ea1n \u0111\u1ec3 chuy\u1ec3n sang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a \u0111\u1ed1i th\u1ee7. Tr\u00ean th\u1ef1c t\u1ebf, c\u00f3 th\u1ec3 b\u1ea1n lu\u00f4n mu\u1ed1n thu h\u00fat v\u00e0 chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng m\u1edbi, tuy nhi\u00ean, nghi\u00ean c\u1ee9u cho th\u1ea5y t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng ch\u1ec9 c\u1ea7n t\u0103ng 5% \u0111\u00e3 gi\u00fap t\u0103ng l\u1ee3i nhu\u1eadn doanh nghi\u1ec7p t\u1eeb 25%-95% (Theo SmallBiz Genius).<\/p>\n\n\n\n<p>N\u1ebfu doanh nghi\u1ec7p b\u1ea1n \u0111ang c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c r\u1eb1ng s\u1ed1 l\u01b0\u1ee3ng <strong>Kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 thi\u1ec7n c\u1ea3m (Detractors)<\/strong> gi\u1ea3m v\u00e0 s\u1ed1 l\u01b0\u1ee3ng <strong>Kh\u00e1ch h\u00e0ng trung l\u1eadp (Passives)<\/strong> t\u0103ng l\u00ean \u0111i\u1ec1u n\u00e0y cho th\u1ea5y nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang c\u00f3 xu h\u01b0\u1edbng t\u00edch c\u1ef1c. Tuy nhi\u00ean, kh\u00f4ng ph\u1ea3i nh\u01b0 v\u1eady l\u00e0 qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng b\u1ecb b\u00e3o h\u00f2a, doanh nghi\u1ec7p b\u1ea1n c\u1ea7n ti\u1ebfp t\u1ee5c ph\u00e1t huy \u0111\u1ec3 bi\u1ebfn t\u1ef7 l\u1ec7 <strong>Kh\u00e1ch h\u00e0ng trung l\u1eadp (Passives)<\/strong> chuy\u1ec3n th\u00e0nh <strong>Kh\u00e1ch h\u00e0ng c\u00f3 thi\u1ec7n c\u1ea3m (Promoters).<\/strong> Nh\u01b0 v\u1eady, m\u1edbi \u0111\u1ea3m b\u1ea3o t\u0103ng l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh \u0111\u1ed3ng th\u1eddi h\u1ea1n ch\u1ebf vi\u1ec7c m\u1ea5t kh\u00e1ch h\u00e0ng v\u00e0o tay \u0111\u1ed1i th\u1ee7.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cai-thien-diem-so-nps.jpg\" alt=\"c\u1ea3i thi\u1ec7n \u0111i\u1ec3m s\u1ed1 NPS r\u1ea5t quan tr\u1ecdng v\u1edbi doanh nghi\u1ec7p\" class=\"wp-image-7974\" width=\"600\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cai-thien-diem-so-nps.jpg 864w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cai-thien-diem-so-nps.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cai-thien-diem-so-nps.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cai-thien-diem-so-nps.jpg 600w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/><figcaption>C\u1ea3i thi\u1ec7n \u0111i\u1ec3m s\u1ed1 NPS r\u1ea5t quan tr\u1ecdng v\u1edbi doanh nghi\u1ec7p<\/figcaption><\/figure><\/div>\n\n\n\n<p>Ngo\u00e0i ra, khi ti\u1ebfn h\u00e0nh \u0111o NPS \u0111\u1ed1i v\u1edbi nh\u1eefng \u0111\u1ed1i t\u01b0\u1ee3ng l\u00e0 <strong>Detractors<\/strong> hay <strong>Promoters<\/strong> th\u00ec b\u1ea1n c\u0169ng n\u00ean g\u1eedi email c\u1ea3m \u01a1n v\u00ec nh\u1eefng g\u00f3p \u00fd ch\u00e2n th\u00e0nh \u0111\u1ebfn t\u1eeb h\u1ecd c\u0169ng nh\u01b0 nh\u1eefng cam k\u1ebft thay \u0111\u1ed5i, n\u00e2ng c\u1ea5p v\u00e0 gi\u1ea3m gi\u00e1 sao cho ph\u00f9 h\u1ee3p. C\u00f3 nh\u01b0 v\u1eady, b\u1ea1n m\u1edbi gi\u1eef ch\u00e2n \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng, \u0111\u00e2y l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh doanh thu c\u0169ng nh\u01b0 s\u1ef1 ph\u00e1t tri\u1ec3n l\u00e2u d\u00e0i c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.2. X\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c doanh nghi\u1ec7p c\u1ea7n c\u1ea3i thi\u1ec7n \u1edf \u0111\u00e2u<\/h3>\n\n\n\n<p>Khi kh\u00e1ch h\u00e0ng tr\u1ea3 l\u1eddi c\u00e2u h\u1ecfi NPS v\u1edbi s\u1ed1 \u0111i\u1ec3m r\u1ea5t th\u1ea5p. N\u1ebfu nh\u01b0 c\u00f3 qu\u00e1 nhi\u1ec1u \u0111\u00e1nh gi\u00e1 nh\u01b0 v\u1eady cho th\u1ea5y doanh nghi\u1ec7p \u0111ang b\u01b0\u1edbc v\u00e0o th\u1eddi k\u00ec kh\u1ee7ng ho\u1ea3ng. Tuy nhi\u00ean, \u0111\u00e2y c\u0169ng l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 thu th\u1eadp \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i t\u1eeb c\u00e1c kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch kh\u00e1ch quan \u0111\u1ec3 t\u1eeb \u0111\u00f3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c s\u00e1t sao, th\u1ef1c t\u1ebf nh\u1ea5t.<\/p>\n\n\n\n<p>V\u00ec v\u1eady, khi ti\u1ebfn h\u00e0nh cu\u1ed9c kh\u1ea3o s\u00e1t \u0111o NPS ch\u00fang ta n\u00ean xin kh\u00e1ch h\u00e0ng \u0111\u1ec3 l\u1ea1i nh\u1eadn x\u00e9t c\u1ee5 th\u1ec3 v\u1ec1 l\u00fd do t\u1ea1i sao h\u1ecd \u0111\u01b0a ra s\u1ed1 \u0111i\u1ec3m \u0111\u00f3. Nh\u01b0 v\u1eady th\u00ec b\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 theo ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ecbnh t\u00ednh, \u0111i\u1ec1u n\u00e0y s\u1ebd gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c nh\u1eefng \u0111i\u1ec1u c\u1ea7n c\u1ea3i thi\u1ec7n h\u01a1n l\u00e0 ch\u1ec9 d\u1ef1a v\u00e0o c\u00e1c th\u1ed1ng k\u00ea t\u1eeb \u0111i\u1ec3m NPS.&nbsp;<\/p>\n\n\n\n<p>Ch\u1eafc ch\u1eafn m\u1ed9t \u0111i\u1ec1u l\u00e0 kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 th\u00f4ng tin ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ec1u h\u1eefu \u00edch, s\u1ebd c\u00f3 nh\u1eefng \u0111\u00e1nh gi\u00e1 mang t\u00ednh h\u1eddi h\u1ee3t, qua loa. Do \u0111\u00f3, doanh nghi\u1ec7p c\u1ea7n xem x\u00e9t c\u1ea9n th\u1eadn v\u1edbi t\u1ea5t c\u1ea3 c\u00e1c ph\u1ea3n h\u1ed3i.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.3. X\u00e1c \u0111\u1ecbnh nh\u1eefng ng\u01b0\u1eddi &#8220;gi\u00e8m pha&#8221; v\u00e0 h\u1ea1n ch\u1ebf thi\u1ec7t h\u1ea1i<\/h3>\n\n\n\n<p>Khi ti\u1ebfn h\u00e0nh \u0111o ch\u1ec9 s\u1ed1 NPS doanh nghi\u1ec7p s\u1ebd bi\u1ebft \u0111\u01b0\u1ee3c nh\u1eefng <strong>Kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng (Detractors)<\/strong>. M\u1eb7c d\u00f9, doanh nghi\u1ec7p lu\u00f4n c\u1ea9n th\u1eadn \u0111\u1ec3 l\u00e0m h\u00e0i l\u00f2ng m\u1ecdi kh\u00e1ch h\u00e0ng, tuy nhi\u00ean ch\u1ec9 c\u1ea7n v\u00e0i sai l\u1ea7m s\u1ebd khi\u1ebfn cho doanh nghi\u1ec7p ch\u1ecbu r\u1ea5t nhi\u1ec1u thi\u1ec7t h\u1ea1i. M\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7 x\u1ea3y \u0111\u1ebfn v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n s\u1ebd l\u00e0m m\u1ea5t \u0111i h\u00ecnh \u1ea3nh m\u00e0 doanh nghi\u1ec7p \u0111\u00e3 x\u00e2y d\u1ef1ng nhi\u1ec1u n\u0103m.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/nhan-biet-khach-hang-khong-hai-long.jpg\" alt=\"Nh\u1eadn bi\u1ebft kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng\" class=\"wp-image-7977\" width=\"600\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/nhan-biet-khach-hang-khong-hai-long.jpg 864w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/nhan-biet-khach-hang-khong-hai-long.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/nhan-biet-khach-hang-khong-hai-long.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/nhan-biet-khach-hang-khong-hai-long.jpg 600w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/><figcaption>X\u00e1c \u0111\u1ecbnh nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng<\/figcaption><\/figure><\/div>\n\n\n\n<p>Th\u00f4ng th\u01b0\u1eddng nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng h\u1ecd s\u1ebd n\u00f3i nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7 v\u1edbi ng\u01b0\u1eddi kh\u00e1c v\u00e0 t\u1ec9 l\u1ec7 n\u00e0y g\u1ea5p ba l\u1ea7n kh\u1ea3 n\u0103ng m\u00e0 h\u1ecd chia s\u1ebb nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a h\u1ecd. V\u00ec v\u1eady, doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i \u0111o l\u01b0\u1eddng NPS v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111\u1ed1i t\u01b0\u1ee3ng n\u00e0y \u0111\u1ec3 c\u00f3 nh\u1eefng h\u01b0\u1edbng \u0111i ph\u00f9 h\u1ee3p, h\u1ea1n ch\u1ebf \u0111\u1ec3 h\u1ecd n\u00f3i x\u1ea5u \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn danh ti\u1ebfng c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>Khi \u0111\u00e3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, doanh nghi\u1ec7p n\u00ean t\u00ecm hi\u1ec3u l\u00fd do \u0111\u1eb1ng sau s\u1ef1 kh\u00f4ng h\u00e0i l\u00f2ng \u0111\u00f3 l\u00e0 g\u00ec. C\u1ea7n ph\u1ea3i t\u00ecm hi\u1ec3u chi ti\u1ebft c\u00e1c y\u1ebfu t\u1ed1 m\u00e0 h\u1ecd mu\u1ed1n b\u1ea1n c\u1ea3i thi\u1ec7n, kh\u00f4ng c\u00f3 c\u00e1ch n\u00e0o h\u1ea1n ch\u1ebf nhanh nh\u1ea5t nh\u1eefng l\u1eddi gi\u00e8m pha b\u1eb1ng c\u00e1ch l\u00e0m h\u00e0i l\u00f2ng h\u1ecd k\u1ecbp th\u1eddi.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.4. X\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c ng\u01b0\u1eddi &#8220;qu\u1ea3ng b\u00e1&#8221; v\u00e0 c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi nh\u1edd c\u00e1c \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c<\/h3>\n\n\n\n<p>Khi \u0111o NPS b\u1ea1n s\u1ebd bi\u1ebft \u0111\u01b0\u1ee3c ai l\u00e0 <strong>ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 &#8211; Promoters<\/strong>, qua \u0111\u00f3 c\u00f3 th\u1ec3 nh\u1edd kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch tinh t\u1ebf \u0111\u1ec3 h\u1ecd gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c.<\/p>\n\n\n\n<p>\u0110\u1ed1i v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 h\u00e0i l\u00f2ng th\u00ec b\u1ea1n c\u0169ng c\u00f3 th\u1ec3 nh\u1edd h\u1ecd x\u1ebfp h\u1ea1ng hay \u0111\u00e1nh gi\u00e1 doanh nghi\u1ec7p tr\u00ean c\u00e1c trang th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, trang x\u00e3 h\u1ed9i, sau khi h\u1ecd \u0111\u00e1nh gi\u00e1 xong b\u1ea1n c\u00f3 th\u1ec3 gi\u1ea3m gi\u00e1, \u01b0u \u0111\u00e3i cho h\u1ecd. M\u1ecdi ng\u01b0\u1eddi th\u01b0\u1eddng r\u1ea5t tin t\u01b0\u1edfng v\u00e0o nh\u1eefng l\u1eddi gi\u1edbi thi\u1ec7u truy\u1ec1n mi\u1ec7ng t\u1eeb ng\u01b0\u1eddi quen, khi h\u1ecd \u0111\u01b0\u1ee3c b\u1ea1n b\u00e8 c\u1ee7a h\u1ecd gi\u1edbi thi\u1ec7u \u0111\u1ebfn b\u1ea5t k\u1ef3 doanh nghi\u1ec7p n\u00e0o tr\u00ean ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng mua h\u00e0ng h\u01a1n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.5. T\u1ea1o k\u00eanh giao ti\u1ebfp gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p<\/h3>\n\n\n\n<p>Kh\u1ea3o s\u00e1t NPS m\u1edf ra c\u00e1c k\u00eanh giao ti\u1ebfp gi\u1eefa kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. T\u1eeb \u0111\u00f3 c\u00f3 th\u1ec3 thu \u0111\u01b0\u1ee3c nh\u1eefng \u00fd t\u01b0\u1edfng ph\u00e1t tri\u1ec3n m\u1edbi, hi\u1ec3u r\u00f5 h\u01a1n c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, c\u0169ng nh\u01b0 bi\u1ebft \u0111\u01b0\u1ee3c t\u00ecnh h\u00ecnh kinh doanh \u0111ang di\u1ec5n ra nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n\n\n\n<p>B\u00ean c\u1ea1nh \u0111\u00f3, \u0111\u00e2y c\u0169ng l\u00e0 n\u01a1i kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u00e0 nh\u1eadn ph\u1ea3n h\u1ed3i, h\u1ea1n ch\u1ebf vi\u1ec7c kh\u00e1ch h\u00e0ng \u0111i r\u00eau rao tr\u00ean internet n\u1ebfu kh\u00f4ng h\u00e0i l\u00f2ng. B\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. \u0110\u1ed3ng th\u1eddi, b\u1ea1n c\u0169ng c\u00f3 th\u1ec3 gi\u1edbi thi\u1ec7u th\u00eam c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 kh\u00e1c trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p class=\"highlight\">Xem th\u00eam: <a href=\"https:\/\/khaosat.me\/blog\/phan-hoi-cua-khach-hang\/#Cach_lay_phan_hoi_cua_khach_hang_hieu_qua\"><strong>Ph\u01b0\u01a1ng ph\u00e1p thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/strong><\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.6. S\u1eed d\u1ee5ng NPS \u0111\u1ec3 ph\u00e2n t\u00edch d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>B\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t c\u1ee7a NPS c\u00f3 c\u1ea3 c\u00e2u h\u1ecfi tr\u1eafc nghi\u1ec7m v\u00e0 c\u00e2u h\u1ecfi m\u1edf. Khi b\u1ea1n c\u00f3 k\u1ebft qu\u1ea3 v\u1ec1 c\u00e2u h\u1ecfi m\u1edf c\u1ee7a kh\u1ea3o s\u00e1t, b\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o b\u00e1o c\u00e1o ph\u00e2n t\u00edch c\u00e1c ph\u1ea3n h\u1ed3i d\u1ef1a tr\u00ean c\u00e1c ti\u00eau ch\u00ed kh\u00e1c nhau. B\u1ea1n c\u0169ng c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n ph\u00e2n t\u00edch c\u1ea3m x\u00fac c\u1ee7a c\u00e1c ph\u1ea3n h\u1ed3i tr\u00ean, sau \u0111\u00f3 s\u1eed d\u1ee5ng ch\u00fang \u0111\u1ec3 ph\u00e2n t\u00edch h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng.<\/p>\n\n\n\n<p>S\u1eed d\u1ee5ng d\u1eef li\u1ec7u kh\u1ea3o s\u00e1t NPS c\u00f9ng v\u1edbi b\u00e1o c\u00e1o c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y nh\u01b0 th\u1ebf n\u00e0o v\u1ec1 t\u1eebng t\u00ednh n\u0103ng s\u1ea3n ph\u1ea9m ho\u1eb7c c\u00e1c kh\u00eda c\u1ea1nh kh\u00e1c nhau c\u1ee7a d\u1ecbch v\u1ee5 nh\u01b0 v\u1eadn chuy\u1ec3n, giao h\u00e0ng, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, v.v.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3. H\u01b0\u1edbng d\u1eabn \u00e1p d\u1ee5ng NPS v\u00e0o th\u1ef1c t\u1ebf doanh nghi\u1ec7p<\/h2>\n\n\n\n<p>Ch\u1ec9 s\u1ed1 NPS \u0111\u01b0\u1ee3c t\u00ednh d\u1ef1a tr\u00ean k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t c\u1ee7a b\u1ea3ng h\u1ecfi \u0111\u01a1n gi\u1ea3n sau:<\/p>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"500px\" src=\"https:\/\/khaosat.me\/embed\/survey\/[blog]-nps-7ed49de\" frameborder=\"0\" allowfullscreen=\"\"><\/iframe>\n\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/khaosat.me\/blog\/he-thong-danh-gia-su-hai-long-khach-hang\/\"><strong>X\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 v\u1edbi Khaosat.me \u2191<\/strong><\/a><\/p>\n\n\n\n<p>Nh\u1eefng ng\u01b0\u1eddi ch\u1ecdn 9 \u0111\u1ebfn 10 \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 <strong>Promoters &#8211; Kh\u00e1ch h\u00e0ng c\u00f3 thi\u1ec7n c\u1ea3m<\/strong> v\u1edbi s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n. H\u1ecd s\u1ebd quay l\u1ea1i mua s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n v\u00e0 80% trong s\u1ed1 h\u1ecd s\u1ebd gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n \u0111\u1ebfn b\u1ea1n b\u00e8 ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<p>Nh\u1eefng ng\u01b0\u1eddi ch\u1ecdn 7 \u0111\u1ebfn 8 \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 <strong>Passives &#8211; Kh\u00e1ch h\u00e0ng trung l\u1eadp.<\/strong> H\u1ecd kh\u00f4ng ho\u00e0n to\u00e0n c\u00f3 thi\u1ec7n c\u1ea3m v\u1edbi b\u1ea1n v\u00e0 c\u0169ng kh\u00f4ng ho\u00e0n to\u00e0n gh\u00e9t b\u1ea1n. Nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y c\u00f3 th\u1ec3 s\u1ebd r\u1eddi b\u1ecf b\u1ea1n m\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a \u0111\u1ed1i th\u1ee7.<\/p>\n\n\n\n<p>Nh\u1eefng ng\u01b0\u1eddi ch\u1ecdn 0 \u0111\u1ebfn 6 \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 <strong>Detractors &#8211; Kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 thi\u1ec7n c\u1ea3m<\/strong> v\u1edbi s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n. Trong v\u00e0i tr\u01b0\u1eddng h\u1ee3p h\u1ecd v\u1eabn s\u1ebd mua s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n, tuy nhi\u00ean b\u1ea1n \u0111\u1eebng mong \u0111\u1ee3i h\u1ecd s\u1ebd gi\u00fap b\u1ea1n b\u00e1n th\u00eam \u0111\u01b0\u1ee3c h\u00e0ng. H\u1ecd s\u1ebd kh\u00f4ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n \u0111\u1ebfn b\u1ea5t k\u1ef3 ai. Ngo\u00e0i ra \u0111\u00e2y l\u00e0 nh\u00f3m kh\u00e1ch h\u00e0ng d\u1ec5 \u0111\u01b0a ra c\u00e1c l\u1eddi ph\u00ea b\u00ecnh v\u00e0 \u0111\u00e1nh gi\u00e1 th\u1ea5p b\u1ea1n tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg\" alt=\"D\u00f9ng NPS \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 trung th\u00e0nh kh\u00e1ch h\u00e0ng\" class=\"wp-image-7777\" width=\"600\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/10\/NPS-do-luong-su-hai-long-khach-hang.jpg 600w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption>NPS ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng<\/figcaption><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">4. C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 NPS<\/h2>\n\n\n\n<p>\u0110i\u1ec3m NPS \u0111\u01b0\u1ee3c t\u00ednh d\u1ef1a v\u00e0o c\u00e2u h\u1ecfi: <strong>\u201cQu\u00fd kh\u00e1ch c\u00f3 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i \u0111\u1ebfn b\u1ea1n b\u00e8 ho\u1eb7c ng\u01b0\u1eddi th\u00e2n?\u201d<\/strong>. Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10, m\u1ee9c 0 t\u01b0\u01a1ng \u0111\u01b0\u1eddng <strong>Kh\u00f4ng bao gi\u1edd,<\/strong> \u0111\u1ebfn m\u1ee9c 10 l\u00e0 <strong>Ch\u1eafc ch\u1eafn.<\/strong><\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"473\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cong-thuc-tinh-nps.jpg\" alt=\"c\u00f4ng th\u1ee9c t\u00ednh nps\" class=\"wp-image-7975\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cong-thuc-tinh-nps.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cong-thuc-tinh-nps.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cong-thuc-tinh-nps.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cong-thuc-tinh-nps.jpg 600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>C\u00f4ng th\u1ee9c t\u00ednh NPS<\/figcaption><\/figure><\/div>\n\n\n\n<p>Net Promoter Score (NPS) = % P (Promoters) \u2013 % D (Detractors)<\/p>\n\n\n\n<p>\u0110i\u1ec3m NPS s\u1ebd c\u00f3 bi\u00ean \u0111\u1ed9 t\u1eeb -100 \u0111\u1ebfn 100. \u0110i\u1ec3m NPS t\u1eeb 50 tr\u1edf l\u00ean l\u00e0 t\u1ed1t.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>NPS t\u1eeb -100 &#8211; 0: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u1edf m\u1ee9c k\u00e9m<\/li><li>NPS t\u1eeb 0 &#8211; 50: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u1edf m\u1ee9c t\u1ea1m \u1ed5n<\/li><li>NPS t\u1eeb 50 &#8211; 70: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u1edf m\u1ee9c t\u1ed1t<\/li><li>NPS t\u1eeb 70 &#8211; 100: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u1edf m\u1ee9c tuy\u1ec7t v\u1eddi<\/li><\/ul>\n\n\n\n<p class=\"highlight\">V\u00ed d\u1ee5: Khi kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a 100 kh\u00e1ch h\u00e0ng, k\u1ebft qu\u1ea3 l\u00e0: c\u00f3 50 Promoters (50%) , 30 passives (30%) v\u00e0 20 detractors (20%) th\u00ec \u0111i\u1ec3m NPS c\u1ee7a b\u1ea1n s\u1ebd \u0111\u01b0\u1ee3c t\u00ednh nh\u01b0 sau:<br><br><strong>K\u1ebft qu\u1ea3 NPS:<\/strong> 50% &#8211; 20% = 30 (\u0111i\u1ec3m)<br><br>Nh\u01b0 v\u1eady ch\u1ec9 s\u1ed1 NPS l\u00e0 30 \u0111i\u1ec3m. \u0110i\u1ec1u n\u00e0y cho th\u1ea5y tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang \u1edf m\u1ee9c trung b\u00ecnh, ch\u01b0a th\u1eadt s\u1ef1 t\u1ed1t, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng t\u1eeb b\u1ecf b\u1ea1n khi s\u1ea3n ph\u1ea9m kh\u00e1c t\u1ed1t h\u01a1n. B\u1ea1n c\u1ea7n nghi\u00ean c\u1ee9u t\u00ecm ra v\u1ea5n \u0111\u1ec1 \u0111\u1ec3 c\u1ea3i thi\u1ec7n.<\/p>\n\n\n\n<p>B\u00ean c\u1ea1nh c\u00e2u h\u1ecfi ch\u00ednh \u0111\u1ec3 t\u00ednh \u0111i\u1ec3m NPS h\u00e3y s\u1eafp x\u1ebfp th\u00eam m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi m\u1edf \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u00ec sao kh\u00e1ch h\u00e0ng kh\u00f3 ch\u1ecbu ho\u1eb7c kh\u00f4ng tho\u1ea3i m\u00e1i.<\/p>\n\n\n<h2 class=\"p1\" style=\"text-align: left;\">5. H\u01b0\u1edbng d\u1eabn thi\u1ebft l\u1eadp \u0111o NPS tr\u00ean n\u1ec1n t\u1ea3ng Khaosat.me<\/h2>\n<p>H\u1ec7 th\u1ed1ng Khaosat.me t\u1ef1 \u0111\u1ed9ng t\u00ednh ch\u1ec9 s\u1ed1 NPS d\u1ef1a tr\u00ean k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t c\u1ee7a b\u1ea1n. Ch\u1ec9 v\u1edbi 3 b\u01b0\u1edbc thi\u1ebft l\u1eadp \u0111\u01a1n gi\u1ea3n b\u1ea1n \u0111\u00e3 bi\u1ebft \u0111\u01b0\u1ee3c doanh nghi\u1ec7p m\u00ecnh \u0111\u1ea1t bao nhi\u00eau \u0111i\u1ec3m r\u1ed3i! B\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng ngay <a href=\"https:\/\/khaosat.me\/mau-khao-sat?template=59028c5a298de04eff694fac\">m\u1eabu kh\u1ea3o s\u00e1t \u1edf \u0111\u00e2y!<\/a> ho\u1eb7c t\u1ea1o kh\u1ea3o s\u00e1t m\u1edbi theo h\u01b0\u1edbng d\u1eabn b\u00ean d\u01b0\u1edbi:<\/p>\n<h3 style=\"text-align: justify;\">B\u01b0\u1edbc 1: Ch\u1ecdn ki\u1ec3u c\u00e2u h\u1ecfi Rating<\/h3>\n<p style=\"text-align: justify;\">Ch\u1ecdn ki\u1ec3u c\u00e2u h\u1ecfi Rating t\u1ea1i b\u1ea3ng menu ho\u1eb7c <strong>Lo\u1ea1i c\u00e2u h\u1ecfi<\/strong> \u1edf c\u1ed9t setting b\u00ean ph\u1ea3i m\u00e0n h\u00ecnh.<\/p>\n<figure id=\"attachment_7843\" aria-describedby=\"caption-attachment-7843\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-7843\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/huong-dan-tinh-csat-tren-phan-mem-khaosatme-e1606216113887-1024x555.jpg\" alt=\"H\u01b0\u1edbng d\u1eabn thi\u1ebft l\u1eadp NPS tr\u00ean khaosat.me\" width=\"600\" height=\"325\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/huong-dan-tinh-csat-tren-phan-mem-khaosatme-e1606216113887.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/huong-dan-tinh-csat-tren-phan-mem-khaosatme-e1606216113887.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/huong-dan-tinh-csat-tren-phan-mem-khaosatme-e1606216113887.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/huong-dan-tinh-csat-tren-phan-mem-khaosatme-e1606216113887.jpg 600w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/huong-dan-tinh-csat-tren-phan-mem-khaosatme-e1606216113887.jpg 1366w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-7843\" class=\"wp-caption-text\">H\u01b0\u1edbng d\u1eabn t\u00ednh NPS tr\u00ean ph\u1ea7n m\u1ec1m Khaosat.me<\/figcaption><\/figure>\n<h3 style=\"text-align: justify;\">B\u01b0\u1edbc 2: Ch\u1ecdn \u0111\u1ed9 d\u00e0i Rating<\/h3>\n<p style=\"text-align: justify;\">\u1ede c\u1ed9t setting b\u00ean ph\u1ea3i m\u00e0n h\u00ecnh, b\u1ea1n s\u1ebd th\u1ea5y tu\u1ef3 ch\u1ec9nh \u0111\u1ed9 d\u00e0i Rating. H\u00e3y ch\u1ecdn m\u1ee9c t\u1ed1i \u0111a.<\/p>\n<figure id=\"attachment_7973\" aria-describedby=\"caption-attachment-7973\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-7973\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cach-thiet-lap-nps-tren-khaosatme-1024x511.jpg\" alt=\"C\u00e1ch thi\u1ebft l\u1eadp NPS tr\u00ean n\u1ec1n t\u1ea3ng Khaosat.me\" width=\"600\" height=\"299\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cach-thiet-lap-nps-tren-khaosatme.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cach-thiet-lap-nps-tren-khaosatme.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cach-thiet-lap-nps-tren-khaosatme.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cach-thiet-lap-nps-tren-khaosatme.jpg 1536w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cach-thiet-lap-nps-tren-khaosatme.jpg 600w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/cach-thiet-lap-nps-tren-khaosatme.jpg 2048w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-7973\" class=\"wp-caption-text\">C\u00e1ch thi\u1ebft l\u1eadp NPS tr\u00ean n\u1ec1n t\u1ea3ng Khaosat.me<\/figcaption><\/figure>\n<p style=\"text-align: justify;\">B\u1ea1n c\u00f3 th\u1ec3 tu\u1ef3 ch\u1ec9nh th\u00eam bi\u1ec3u t\u01b0\u1ee3ng hi\u1ec3n th\u1ecb nh\u01b0 ng\u00f4i sao ho\u1eb7c tr\u00e1i tim n\u1ebfu mu\u1ed1n. Ngo\u00e0i ra \u0111\u1ec3 ti\u1ec7n cho ng\u01b0\u1eddi tr\u1ea3 l\u1eddi kh\u1ea3o s\u00e1t, b\u1ea1n n\u00ean th\u00eam nh\u00e3n bi\u1ec3u t\u01b0\u1ee3ng \u1edf b\u00ean d\u01b0\u1edbi \u0111\u1ec3 h\u1ecd bi\u1ebft m\u1ee9c 0 l\u00e0 <strong>Kh\u00f4ng s\u1eb5n s\u00e0ng<\/strong> v\u00e0 m\u1ee9c 10 l\u00e0 <strong>Ho\u00e0n to\u00e0n s\u1eb5n s\u00e0ng<\/strong><\/p>\n<h3 style=\"text-align: justify;\">B\u01b0\u1edbc 3: Ch\u1ea1y kh\u1ea3o s\u00e1t v\u00e0 xem k\u1ebft qu\u1ea3 b\u00e1o c\u00e1o<\/h3>\n<p style=\"text-align: justify;\">\u1ede trang b\u00e1o c\u00e1o, khaosat.me \u0111\u00e3 t\u00ednh gi\u00fap b\u1ea1n ch\u1ec9 s\u1ed1 NPS.&nbsp;B\u1ea1n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng th\u1ea5y n\u00f3 v\u00e0 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean k\u1ebft qu\u1ea3 \u0111\u00f3.<\/p>\n<figure id=\"attachment_7981\" aria-describedby=\"caption-attachment-7981\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-7981\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/xem-chi-so-nps-tren-khaosatme-1024x511.jpg\" alt=\"Xem ch\u1ec9 s\u1ed1 NPS tr\u00ean Khaosat.me\" width=\"600\" height=\"299\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/xem-chi-so-nps-tren-khaosatme.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/xem-chi-so-nps-tren-khaosatme.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/xem-chi-so-nps-tren-khaosatme.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/xem-chi-so-nps-tren-khaosatme.jpg 1536w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/xem-chi-so-nps-tren-khaosatme.jpg 600w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/xem-chi-so-nps-tren-khaosatme.jpg 2048w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-7981\" class=\"wp-caption-text\">Xem ch\u1ec9 s\u1ed1 NPS tr\u00ean Khaosat.me<\/figcaption><\/figure>\n<p style=\"text-align: justify;\">K\u1ebft qu\u1ea3 c\u00e0ng <strong><span style=\"color: #339966;\">xanh<\/span><\/strong> c\u00f3 ngh\u0129a \u0111i\u1ec3m NPS c\u00e0ng t\u1ed1t v\u00e0 ng\u01b0\u1ee3c l\u1ea1i c\u00e0ng <strong><span style=\"color: #ff0000;\">\u0111\u1ecf<\/span><\/strong> th\u00ec \u0111i\u1ec3m NPS c\u00e0ng t\u1ec7.<\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4633 size-full\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/thang-diem-nps-01.jpg\" alt=\"thang \u0111i\u1ec3m ch\u1ec9 s\u1ed1 NPS\" width=\"2048\" height=\"402\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/thang-diem-nps-01.jpg 2048w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/thang-diem-nps-01.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/thang-diem-nps-01.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/thang-diem-nps-01.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/thang-diem-nps-01.jpg 600w\" sizes=\"auto, (max-width: 2048px) 100vw, 2048px\" \/><\/p>\n<div style=\"width: 100%; text-align: center;\"><a style=\"display: inline-block; background-color: #26ba99; border-radius: 2px; padding: 1rem 2rem; color: white; margin: 0rem auto 1rem auto; background-image: linear-gradient(-30deg,#42E695,#3BB2B8); cursor: pointer;\" href=\"https:\/\/khaosat.me\/mau-khao-sat?template=59028c5a298de04eff694fac\" target=\"blank\" rel=\"noopener noreferrer\">D\u00d9NG TH\u1eec NGAY!<\/a><\/div>\n\n\n<h2 class=\"wp-block-heading\">6. \u01afu v\u00e0 nh\u01b0\u1ee3c \u0111i\u1ec3m ch\u1ec9 s\u1ed1 NPS trong \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">6.1. \u01afu \u0111i\u1ec3m<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>\u0110\u01a1n gi\u1ea3n v\u00e0 d\u1ec5 hi\u1ec3u:<\/strong> Kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng tr\u1ea3 l\u1eddi kh\u1ea3o s\u00e1t v\u00ec b\u1ea3ng c\u00e2u h\u1ecfi NPS ng\u1eafn g\u1ecdn v\u00e0 \u0111\u01a1n gi\u1ea3n. Th\u00f4ng th\u01b0\u1eddng, b\u1ea3ng kh\u1ea3o s\u00e1t ch\u1ec9 ch\u1ee9a m\u1ed9t c\u00e2u h\u1ecfi \u0111\u00e1nh gi\u00e1 v\u00e0 m\u1ed9t c\u00e2u h\u1ecfi m\u1edf. \u0110i\u1ec1u n\u00e0y gi\u00fap \u0111\u01a1n gi\u1ea3n h\u00f3a quy tr\u00ecnh, thu \u0111\u01b0\u1ee3c nhi\u1ec1u ph\u1ea3n h\u1ed3i h\u01a1n.<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>\u0110\u01b0\u1ee3c c\u00f4ng nh\u1eadn r\u1ed9ng r\u00e3i: <\/strong>NPS \u0111\u01b0\u1ee3c bi\u1ebft \u0111\u1ebfn v\u00e0 c\u00f4ng nh\u1eadn r\u1ed9ng r\u00e3i t\u1ea1i nhi\u1ec1u t\u1ed5 ch\u1ee9c l\u1edbn v\u00e0 trong c\u00e1c ng\u00e0nh tr\u00ean to\u00e0n th\u1ebf gi\u1edbi.<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>D\u1ec5 ph\u00e2n t\u00edch: <\/strong>Ch\u00fang ta kh\u00f4ng c\u1ea7n ph\u1ea3i l\u00e0 chuy\u00ean gia m\u1edbi hi\u1ec3u \u0111\u01b0\u1ee3c NPS. \u0110i\u1ec1u n\u00e0y cho ph\u00e9p c\u00e1c c\u00f4ng ty hi\u1ec3u \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 NPS v\u00e0 th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c b\u00e1o c\u00e1o v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u nhanh ch\u00f3ng.<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>NPS \u0111\u01b0\u1ee3c bi\u1ebft \u0111\u1ebfn nh\u01b0 m\u1ed9t ch\u1ec9 s\u1ed1 t\u1ed1t v\u1ec1 t\u0103ng tr\u01b0\u1edfng:<\/strong><em> <\/em>Nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng NPS t\u01b0\u01a1ng quan ch\u1eb7t ch\u1ebd v\u1edbi doanh thu c\u1ee7a c\u00f4ng ty , v\u00ec v\u1eady vi\u1ec7c tri\u1ec3n khai h\u1ec7 th\u1ed1ng n\u00e0y trong doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y nh\u00e2n vi\u00ean ph\u1ea5n \u0111\u1ea5u \u0111\u1ec3 c\u00f3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n v\u00e0 NPS cao h\u01a1n.<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>\u0110a d\u1ea1ng v\u00e0 ph\u1ed5 bi\u1ebfn: <\/strong>NPS c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng cho t\u1ea5t c\u1ea3 c\u00e1c lo\u1ea1i s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5, v\u00ec v\u1eady n\u00f3 t\u01b0\u01a1ng \u0111\u1ed1i d\u1ec5 d\u00e0ng \u0111\u1ec3 so s\u00e1nh k\u1ebft qu\u1ea3 v\u1edbi th\u1ecb tr\u01b0\u1eddng (\u0111i\u1ec3m chu\u1ea9n).<\/li><\/ul>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/uu-nhuoc-diem-cua-net-promoter-score.jpg\" alt=\"\u01afu nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a Net Promoter Score (NPS)\" class=\"wp-image-7980\" width=\"600\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/uu-nhuoc-diem-cua-net-promoter-score.jpg 720w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/uu-nhuoc-diem-cua-net-promoter-score.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/uu-nhuoc-diem-cua-net-promoter-score.jpg 600w\" sizes=\"(max-width: 720px) 100vw, 720px\" \/><figcaption>\u01afu nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a Net Promoter Score (NPS)<\/figcaption><\/figure><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">6.2. Nh\u01b0\u1ee3c \u0111i\u1ec3m<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>K\u00edch th\u01b0\u1edbc m\u1eabu th\u01b0\u1eddng nh\u1ecf: <\/strong>Do h\u1ea1n ch\u1ebf v\u1ec1 th\u1eddi gian ho\u1eb7c ng\u00e2n s\u00e1ch, s\u1ed1 l\u01b0\u1ee3ng ng\u01b0\u1eddi m\u00e0 cu\u1ed9c kh\u1ea3o s\u00e1t c\u1ee7a b\u1ea1n ti\u1ebfp c\u1eadn (ch\u01b0a n\u00f3i \u0111\u1ebfn th\u1ef1c s\u1ef1 tr\u1ea3 l\u1eddi) c\u00f3 th\u1ec3 b\u1ecb h\u1ea1n ch\u1ebf.<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Qu\u00e1 k\u1ef3 v\u1ecdng v\u00e0o NPS: <\/strong>B\u1edfi v\u00ec NPS r\u1ea5t ph\u1ed5 bi\u1ebfn, c\u00e1c doanh nghi\u1ec7p th\u01b0\u1eddng k\u1ef3 v\u1ecdng qu\u00e1 nhi\u1ec1u v\u00e0o n\u00f3. H\u1ecd d\u00e0nh qu\u00e1 nhi\u1ec1u th\u1eddi gian v\u00e0 n\u1ed7 l\u1ef1c t\u1eadp trung v\u00e0o vi\u1ec7c t\u0103ng \u0111i\u1ec3m s\u1ed1 h\u01a1n l\u00e0 t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m th\u1eadt c\u1ee7a kh\u00e1ch h\u00e0ng<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>M\u1ed9t chi\u1ec1u: <\/strong>T\u00ednh \u0111\u01a1n gi\u1ea3n c\u1ee7a NPS c\u0169ng l\u00e0 \u0111i\u1ec3m y\u1ebfu c\u1ee7a n\u00f3. Ch\u1ec9 d\u1ef1a v\u00e0o \u0111i\u1ec3m s\u1ed1 s\u1ebd kh\u00f4ng cung c\u1ea5p cho b\u1ea1n nhi\u1ec1u th\u00f4ng tin ho\u1eb7c chi ti\u1ebft n\u00e0o v\u1ec1 nguy\u00ean nh\u00e2n c\u01a1 b\u1ea3n c\u1ee7a l\u00f2ng trung th\u00e0nh ho\u1eb7c s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u00ecn chung, NPS ch\u1ec9 c\u00f3 th\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m \u0111\u00f3 \u0111ang di\u1ec5n ra t\u1ed1t hay x\u1ea5u, nh\u01b0ng r\u1ea5t kh\u00f3 \u0111\u1ec3 ch\u1ea9n \u0111o\u00e1n \u0111i\u1ec1u g\u00ec \u0111ang th\u1ef1c s\u1ef1 x\u1ea3y ra v\u00e0 c\u00e1ch c\u1ea3i thi\u1ec7n n\u00f3 v\u00ec b\u1ea1n kh\u00f4ng c\u00f3 th\u00f4ng tin t\u1eeb kh\u00e1ch h\u00e0ng. V\u00ec th\u1ebf n\u00ean c\u00e2n nh\u1eafc k\u1ebft h\u1ee3p th\u00eam <strong>\u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 CSAT<\/strong> \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng.<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>C\u1ea7n chi\u1ebfn l\u01b0\u1ee3c r\u00f5 r\u00e0ng:<\/strong> NPS c\u0169ng ch\u1ec9 l\u00e0 m\u1ed9t con s\u1ed1 n\u00ean s\u1ebd kh\u00f4ng h\u1eefu \u00edch n\u1ebfu kh\u00f4ng c\u00f3 m\u1ed9t k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng c\u1ee5 th\u1ec3 \u0111\u1ec3 t\u1eadn d\u1ee5ng ho\u00e0n to\u00e0n nh\u1eefng ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 v\u00e0 xoa d\u1ecbu nh\u1eefng k\u1ebb gi\u00e8m pha.<\/li><\/ul>\n\n\n\n<p class=\"highlight\"><a href=\"https:\/\/khaosat.me\/blog\/csat-la-gi\/\"><strong>T\u00ecm hi\u1ec3u CSAT &#8211; ch\u1ec9 s\u1ed1 s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch \u00e1p d\u1ee5ng v\u00e0o doanh nghi\u1ec7p<\/strong><\/a><br><a href=\"https:\/\/khaosat.me\/blog\/ces-la-gi\/\"><strong>T\u00ecm hi\u1ec3u CES &#8211; ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch \u00e1p d\u1ee5ng v\u00e0o doanh nghi\u1ec7p<\/strong><\/a><br><a href=\"https:\/\/khaosat.me\/blog\/so-sanh-nps-csat-ces\/\"><strong>So s\u00e1nh NPS, CSAT, CES, \u0111\u00e2u l\u00e0 ch\u1ec9 s\u1ed1 \u0111o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t<\/strong><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">7. Nh\u1eefng sai l\u1ea7m c\u1ea7n tr\u00e1nh khi s\u1eed d\u1ee5ng NPS<\/h2>\n\n\n\n<p>S\u1eed d\u1ee5ng ch\u1ec9 s\u1ed1 NPS c\u00f3 hi\u1ec7u qu\u1ea3 hay kh\u00f4ng s\u1ebd ph\u1ee5 thu\u1ed9c r\u1ea5t nhi\u1ec1u v\u00e0o vi\u1ec7c b\u1ea1n hi\u1ec3u n\u00f3 \u0111\u1ebfn m\u1ee9c n\u00e0o v\u00e0 d\u00f9ng n\u00f3 ra sao. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 sai l\u1ea7m ph\u1ed5 bi\u1ebfn nh\u1ea5t khi s\u1eed d\u1ee5ng NPS.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.1. Ch\u1ec9 ti\u1ebfn h\u00e0nh \u0111o \u0111i\u1ec3m s\u1ed1<\/h3>\n\n\n\n<p>Nhi\u1ec1u doanh nghi\u1ec7p th\u01b0\u1eddng ch\u1ec9 \u0111o ch\u1ec9 s\u1ed1 NPS \u0111\u1ec3 bi\u1ebft doanh nghi\u1ec7p m\u00ecnh \u0111ang n\u1eb1m \u1edf m\u1ee9c n\u00e0o, so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh hay \u0111\u01a1n gi\u1ea3n l\u00e0 d\u00f9ng \u0111\u1ec3 t\u00ednh KPI.&nbsp;<\/p>\n\n\n\n<p>Vi\u1ec7c \u1ee9ng d\u1ee5ng ch\u1ec9 s\u1ed1 NPS c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c nh\u1eadn \u0111\u1ecbnh nh\u01b0 m\u1ed9t nguy\u00ean t\u1eafc v\u1eadn h\u00e0nh c\u1ee7a c\u1ea3 doanh nghi\u1ec7p bao g\u1ed3m c\u1ea3 c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 th\u00ec m\u1edbi c\u00f3 hi\u1ec7u qu\u1ea3.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.2. Kh\u00f4ng c\u00f3 m\u1ee5c \u0111\u00edch \u0111o l\u01b0\u1eddng r\u00f5 r\u00e0ng<\/h3>\n\n\n\n<p>Doanh nghi\u1ec7p kh\u00f4ng c\u00f3 \u0111\u1ecbnh h\u01b0\u1edbng r\u00f5 r\u00e0ng, c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e1nh gi\u00e1 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n r\u1ea5t nhi\u1ec1u nh\u01b0ng l\u1ea1i r\u1ea5t r\u1eddi r\u1ea1c, nh\u01b0 v\u1eady ch\u1ec9 l\u00e0m phi\u1ec1n kh\u00e1ch h\u00e0ng nh\u01b0ng kh\u00f4ng mang l\u1ea1i k\u1ebft qu\u1ea3 g\u00ec.<\/p>\n\n\n\n<p>\u0110\u1ed3ng th\u1eddi, d\u1eef li\u1ec7u thu \u0111\u01b0\u1ee3c c\u0169ng kh\u00f4ng c\u00f3 nhi\u1ec1u \u00fd ngh\u0129a v\u1ec1 m\u1eb7t c\u1ea3i thi\u1ec7n \u0111\u1ec3 t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 khi \u0111\u00f3 vi\u1ec7c \u0111o ch\u1ec9 s\u1ed1 NPS \u0111\u01a1n gi\u1ea3n ch\u1ec9 l\u00e0 ch\u00fang ta \u0111i t\u00ednh \u0111i\u1ec3m m\u00e0 th\u00f4i.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.3. Ch\u1ecdn sai \u0111\u1ed1i t\u01b0\u1ee3ng v\u00e0 sai th\u1eddi \u0111i\u1ec3m<\/h3>\n\n\n\n<p>\u0110\u00e2y l\u00e0 m\u1ed9t l\u1ed7i th\u01b0\u1eddng x\u1ea3y ra khi doanh nghi\u1ec7p ti\u1ebfn h\u00e0nh \u0111o NPS \u0111\u1ec3 qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Khi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n mu\u1ed1n \u0111\u00e1nh gi\u00e1 t\u00ecnh h\u00ecnh kinh doanh, d\u1ef1 b\u00e1o s\u1ef1 t\u0103ng tr\u01b0\u1edfng trong th\u1eddi gian s\u1eafp t\u1edbi th\u00f4ng qua ch\u1ec9 s\u1ed1 NPS nh\u01b0ng \u0111\u1ed1i t\u01b0\u1ee3ng kh\u1ea3o s\u00e1t l\u1ea1i kh\u00f4ng ph\u1ea3i l\u00e0 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, kh\u00f4ng ph\u1ea3i l\u00e0 nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p \u0111ang nh\u1eafm \u0111\u1ebfn th\u00ec k\u1ebft qu\u1ea3 nh\u1eadn \u0111\u01b0\u1ee3c s\u1ebd kh\u00f4ng d\u1ef1 b\u00e1o \u0111\u01b0\u1ee3c g\u00ec ngo\u00e0i m\u1ea5t th\u1eddi gian, c\u00f4ng s\u1ee9c.<\/p>\n\n\n\n<p>Ho\u1eb7c khi b\u1ea1n mu\u1ed1n \u0111\u00e1nh gi\u00e1 xem m\u1ed1i quan h\u1ec7 c\u1ee7a doanh nghi\u1ec7p v\u1edbi kh\u00e1ch h\u00e0ng qua tr\u1ea3i nghi\u1ec7m khi mua s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 nh\u01b0ng l\u1ea1i \u0111i kh\u1ea3o s\u00e1t nh\u1eefng kh\u00e1ch h\u00e0ng m\u1edbi, ch\u01b0a ti\u1ebfp x\u00fac v\u1edbi nh\u1eefng \u0111i\u1ec3m ch\u1ea1m hay v\u1eeba khi\u1ebfu n\u1ea1i th\u00ec k\u1ebft qu\u1ea3 c\u01a1 b\u1ea3n s\u1ebd kh\u00f4ng ch\u00ednh x\u00e1c\u2026<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.4. Qu\u00e1 t\u1eadp trung v\u00e0o \u0111i\u1ec3m s\u1ed1<\/h3>\n\n\n\n<p>Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n kh\u00f4ng n\u00ean qu\u00e1 t\u1eadp trung v\u00e0o \u0111i\u1ec3m NPS thu th\u1eadp \u0111\u01b0\u1ee3c v\u00ec \u0111i\u1ec3m NPS ch\u1ec9 l\u00e0 k\u1ebft qu\u1ea3 c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong qu\u00e1 kh\u1ee9. Vi\u1ec7c c\u1ea7n l\u00e0m hi\u1ec7n t\u1ea1i l\u00e0 t\u00ecm c\u00e1ch c\u1ea3i thi\u1ec7n n\u00f3, n\u00ean t\u1eadp trung v\u00e0o c\u00e1c ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u1ec3 nh\u00ecn ra insight, \u01b0u ti\u00ean h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi.<\/p>\n\n\n\n<p>Khi qu\u00e1 t\u1eadp trung v\u00e0o \u0111i\u1ec3m s\u1ed1, b\u1ea1n th\u01b0\u1eddng c\u00f3 xu h\u01b0\u1edbng c\u1ea3i thi\u1ec7n \u0111i\u1ec3m s\u1ed1 \u0111\u1ec3 ho\u00e0n th\u00e0nh ch\u1ec9 ti\u00eau, kh\u00f4ng t\u1eadp trung v\u00e0o c\u1ea3i thi\u1ec7n to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng d\u1eabn \u0111\u1ebfn vi\u1ec7c \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh sai l\u1ec7ch so v\u1edbi ch\u00ednh s\u00e1ch NPS m\u00e0 c\u1ea3 doanh nghi\u1ec7p h\u01b0\u1edbng t\u1edbi.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.5. Qu\u00e1 \u00e1m \u1ea3nh v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng gi\u00e8m pha \u201cDetractors\u201d<\/h3>\n\n\n\n<p>C\u00f3 ngh\u0129a l\u00e0 b\u1ea1n ch\u1ec9 t\u1eadp trung gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 khi\u1ebfu n\u1ea1i. Ch\u1ec9 quan t\u00e2m \u0111\u1ebfn nh\u1eefng kh\u00e1ch h\u00e0ng \u0111ang c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00f4ng t\u1ed1t, \u0111ang gh\u00e9t v\u00e0 ch\u1ec9 tr\u00edch c\u00f4ng ty c\u1ee7a b\u1ea1n.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/quan-tam-den-khach-hang.jpg\" alt=\"quan t\u00e2m \u0111\u1ebfn kh\u00e1ch h\u00e0ng\" class=\"wp-image-7979\" width=\"600\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/quan-tam-den-khach-hang.jpg 864w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/quan-tam-den-khach-hang.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/quan-tam-den-khach-hang.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/quan-tam-den-khach-hang.jpg 600w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/><figcaption>C\u1ea7n quan t\u00e2m \u0111\u1ebfn m\u1ecdi kh\u00e1ch h\u00e0ng<\/figcaption><\/figure><\/div>\n\n\n\n<p>Ch\u00fa tr\u1ecdng \u0111\u1ebfn nh\u1eefng khi\u1ebfu n\u1ea1i l\u00e0 \u0111\u00fang, tuy nhi\u00ean b\u1ea1n c\u0169ng c\u1ea7n ph\u1ea3i quan t\u00e2m \u0111\u1ebfn nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 thi\u1ec7n c\u1ea3m \u201cPromoter\u201d v\u00ec h\u1ecd l\u00e0 nh\u1eefng ng\u01b0\u1eddi mang l\u1ea1i doanh thu ch\u00ednh cho doanh nghi\u1ec7p c\u0169ng nh\u01b0 qu\u1ea3ng b\u00e1 v\u00e0 b\u00e1n h\u00e0ng cho b\u1ea1n, h\u1ecd c\u0169ng \u0111\u00f3ng g\u00f3p cho b\u1ea1n nh\u1eefng \u00fd ki\u1ebfn c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 c\u1ea3i thi\u1ec7n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.6. \u0110\u1eb7t ra qu\u00e1 nhi\u1ec1u c\u00e2u h\u1ecfi<\/h3>\n\n\n\n<p>\u0110\u00e2y l\u00e0 sai l\u1ea7m s\u1ed1 1 trong vi\u1ec7c x\u1eed l\u00fd NPS? H\u1ec7 th\u1ed1ng NPS d\u1ef1a tr\u00ean m\u1ed9t c\u00e2u h\u1ecfi \u0111\u01a1n gi\u1ea3n &#8220;B\u1ea1n c\u00f3 gi\u1edbi thi\u1ec7u ABC cho b\u1ea1n b\u00e8, gia \u0111\u00ecnh v\u00e0 ng\u01b0\u1eddi quen c\u1ee7a m\u00ecnh kh\u00f4ng?&#8221; v\u00e0 th\u00eam m\u1ed9t c\u00e2u h\u1ecfi &#8220;l\u00fd do v\u00ec sao h\u1ecd l\u1ea1i l\u1ef1a ch\u1ecdn nh\u01b0 v\u1eady?&#8221;. <\/p>\n\n\n\n<p>S\u1ef1 \u0111\u01a1n gi\u1ea3n n\u00e0y l\u00e0 ch\u00eca kh\u00f3a gi\u00fap cho ch\u1ec9 s\u1ed1 NPS lu\u00f4n \u0111\u01b0\u1ee3c quan t\u00e2m. M\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t nh\u01b0 v\u1eady s\u1ebd nhanh ch\u00f3ng \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi v\u00e0 gi\u00fap b\u1ea1n d\u1ec5 d\u00e0ng so s\u00e1nh h\u01a1n. \u0110\u1eb7t qu\u00e1 nhi\u1ec1u c\u00e2u h\u1ecfi l\u00e0m gi\u1ea3m t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i, g\u00e2y c\u0103ng th\u1eb3ng cho kh\u00e1ch h\u00e0ng v\u00e0 d\u1eabn \u0111\u1ebfn t\u00e1c \u0111\u1ed9ng ti\u00eau c\u1ef1c v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.7. B\u1ecf qua nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 kh\u00f4ng h\u00e0i l\u00f2ng<\/h3>\n\n\n\n<p>Ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 th\u1ee9 b\u1ea1n c\u00f3 th\u1ec3 ch\u1ecdn hay kh\u00f4ng ch\u1ecdn, b\u1ecf qua ph\u1ea3n h\u1ed3i c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f3 ch\u1ecbu ho\u1eb7c kh\u00f4ng h\u00e0i l\u00f2ng ch\u1ec9 l\u00e0m cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n th\u00eam r\u1eafc r\u1ed1i. N\u1ebfu b\u1ea1n \u0111\u00e3 ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t NPS, b\u1ea1n ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi nh\u1eefng l\u1eddi ch\u1ec9 tr\u00edch v\u00e0 ph\u1ea3n h\u1ed3i l\u1ea1i trong th\u1eddi gian s\u1edbm nh\u1ea5t. <\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/detractors-nps.jpg\" alt=\"h\u1ea1n ch\u1ebf th\u00f4ng tin x\u1ea5u\" class=\"wp-image-7976\" width=\"600\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/detractors-nps.jpg 864w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/detractors-nps.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/detractors-nps.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2018\/11\/detractors-nps.jpg 600w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/><figcaption>H\u1ea1n ch\u1ebf th\u00f4ng tin x\u1ea5u<\/figcaption><\/figure><\/div>\n\n\n\n<p>N\u1ebfu b\u1ea1n ch\u1ecdn b\u1ecf qua nh\u1eefng l\u1eddi ch\u1ec9 tr\u00edch, kh\u00f4ng h\u00e0i l\u00f2ng th\u00ec tr\u01b0\u1edbc m\u1eaft b\u1ea1n s\u1ebd m\u1ea5t m\u1ed9t l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng. T\u1ec7 nh\u1ea5t, kh\u00e1ch h\u00e0ng s\u1ebd c\u00f4ng khai b\u00e0y t\u1ecf tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c c\u1ee7a h\u1ecd v\u1ec1 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n tr\u00ean c\u00e1c m\u1ea1ng x\u00e3 h\u1ed9i, internet\u2026 \u0111i\u1ec1u n\u00e0y c\u1ef1c k\u00ec kh\u00f3 ki\u1ec3m so\u00e1t v\u00e0 nh\u01b0 v\u1eady s\u1ebd l\u00e0m cho h\u00ecnh \u1ea3nh, uy t\u00edn c\u1ee7a doanh nghi\u1ec7p b\u1ea1n tr\u1edf n\u00ean x\u1ea5u \u0111i trong l\u00f2ng kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c b\u1ea1n m\u1ea5t r\u1ea5t nhi\u1ec1u kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng sau n\u00e0y.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.8. B\u1ea3o th\u1ee7 &#8211; kh\u00f4ng s\u1eed d\u1ee5ng nh\u1eadn x\u00e9t c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t c\u01a1 h\u1ed9i \u0111\u1ec3 c\u1ea3i thi\u1ec7n&nbsp;<\/h3>\n\n\n\n<p>Khi ti\u1ebfn h\u00e0nh \u0111o NPS, s\u1ebd c\u00f3 m\u1ed9t s\u1ed1 kh\u00e1ch h\u00e0ng \u0111\u01b0a ra nh\u1eefng g\u00f3p \u00fd, nh\u1eefng \u00fd t\u01b0\u1edfng v\u00e0 \u0111\u1ec1 xu\u1ea5t c\u1ee5 th\u1ec3 \u0111\u1ec3 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u1ea3i thi\u1ec7n t\u1ed1t h\u01a1n. Tuy nhi\u00ean, nhi\u1ec1u c\u00f4ng ty sau khi thu th\u1eadp \u0111\u01b0\u1ee3c nh\u1eefng g\u00f3p \u00fd n\u00e0y l\u1ea1i b\u1ecf qua v\u00e0 c\u0169ng kh\u00f4ng ph\u1ea3n h\u1ed3i l\u1ea1i v\u1edbi kh\u00e1ch h\u00e0ng. <\/p>\n\n\n\n<p>\u0110\u00e2y l\u00e0 m\u1ed9t th\u00e1i \u0111\u1ed9 thi\u1ebfu chuy\u00ean nghi\u1ec7p, doanh nghi\u1ec7p n\u00ean xem nh\u1eefng g\u00f3p \u00fd t\u1eeb kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng c\u01a1 h\u1ed9i \u0111\u1ec3 ph\u00e1t tri\u1ec3n, b\u1edfi v\u00ec nh\u1eefng kh\u00e1ch h\u00e0ng ph\u1ea3n h\u1ed3i l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, h\u1ecd kh\u00f4ng im l\u1eb7ng m\u00e0 r\u1eddi b\u1ecf doanh nghi\u1ec7p. Tuy nhi\u00ean, n\u1ebfu sau m\u1ed9t th\u1eddi gian h\u1ecd kh\u00f4ng th\u1ea5y b\u1ea1n c\u1ea3i thi\u1ec7n hay ti\u1ebfn b\u1ed9 th\u00ec ch\u1eafc ch\u1eafn h\u1ecd c\u0169ng s\u1ebd r\u1eddi b\u1ecf doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. V\u00ec v\u1eady, doanh nghi\u1ec7p sau khi thu th\u1eadp \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng n\u00ean:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Th\u1ee9 nh\u1ea5t:<\/strong> C\u1ea3m \u01a1n kh\u00e1ch h\u00e0ng v\u1ec1 nh\u1eefng ph\u1ea3n h\u1ed3i, \u0111\u1ed3ng th\u1eddi cam k\u1ebft s\u1ebd thay \u0111\u1ed5i trong th\u1eddi gian s\u1edbm nh\u1ea5t.<\/li><li><strong>Th\u1ee9 hai: <\/strong>Xem x\u00e9t k\u1ef9 l\u01b0\u1ee1ng c\u00e1c g\u00f3p \u00fd \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111\u01b0a ra nh\u1eefng ch\u00ednh s\u00e1ch, chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p v\u00ec kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 c\u00e1c g\u00f3p \u00fd \u0111\u1ec1u ph\u00f9 h\u1ee3p v\u1edbi chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a c\u00f4ng ty.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">7.9. NPS l\u00e0m c\u01a1 s\u1edf \u0111\u1ec3 tr\u1ea3 l\u01b0\u01a1ng cho nh\u00e2n vi\u00ean?<\/h3>\n\n\n\n<p>S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 c\u1ea3 qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c c\u1ee7a m\u1ed9t t\u1eadp th\u1ec3, m\u1ed9t doanh nghi\u1ec7p v\u00e0 ph\u1ee5 thu\u1ed9c v\u00e0o nhi\u1ec1u y\u1ebfu t\u1ed1, nhi\u1ec1u y\u1ebfu t\u1ed1 trong s\u1ed1 n\u00e0y kh\u00f4ng n\u1eb1m trong quy\u1ec1n h\u1ea1n c\u1ee7a c\u00e1 nh\u00e2n. Do \u0111\u00f3, vi\u1ec7c b\u1ed3i th\u01b0\u1eddng hay ti\u1ec1n th\u01b0\u1edfng c\u1ee7a nh\u00e2n vi\u00ean n\u1ebfu ph\u1ee5 thu\u1ed9c v\u00e0o vi\u1ec7c \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau NPS nh\u1ea5t \u0111\u1ecbnh s\u1ebd ph\u1ea3n t\u00e1c d\u1ee5ng. <\/p>\n\n\n\n<p>Nh\u00e2n vi\u00ean s\u1ebd kh\u00f4ng coi ph\u1ea3n h\u1ed3i NPS l\u00e0 m\u1ed9t ngu\u1ed3n g\u1ee3i \u00fd t\u00edch c\u1ef1c \u0111\u1ec3 c\u1ea3i ti\u1ebfn, m\u00e0 l\u00e0 m\u1ed9t m\u1ed1i \u0111e d\u1ecda \u0111\u1ed1i v\u1edbi ti\u1ec1n l\u01b0\u01a1ng c\u1ee7a h\u1ecd v\u00e0 s\u1ebd t\u00ecm c\u00e1ch l\u00e0m sai l\u1ec7ch ch\u1ec9 s\u1ed1 n\u00e0y v\u00ec nh\u00e2n vi\u00ean l\u00e0 ng\u01b0\u1eddi th\u01b0\u1eddng xuy\u00ean ti\u1ebfp c\u1eadn v\u1edbi c\u00e1c b\u1ea3ng kh\u1ea3o s\u00e1t nh\u1ea5t. Thay v\u00e0o \u0111\u00f3, c\u00e1c b\u1ed9 ph\u1eadn trong c\u00f4ng ty ph\u1ea3i th\u01b0\u1eddng xuy\u00ean ng\u1ed3i l\u1ea1i v\u1edbi nhau, t\u00ecm hi\u1ec3u nguy\u00ean nh\u00e2n v\u00e0 thay \u0111\u1ed5i.<\/p>\n\n\n\n<p class=\"highlight\"> N\u1ebfu Anh\/Ch\u1ecb \u0111ang t\u00ecm ki\u1ebfm m\u1ed9t <strong>h\u1ec7 th\u1ed1ng qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong> (customer experience platform) chu\u1ea9n ch\u1ec9nh, v\u1eeba c\u00f3 <strong>h\u1ec7 th\u1ed1ng kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng<\/strong>, v\u1eeba c\u00f3 <strong>h\u1ec7 th\u1ed1ng t\u1ed5ng h\u1ee3p d\u1eef li\u1ec7u <\/strong> theo th\u1eddi gian th\u1ef1c v\u00e0 <strong>t\u1ef1 \u0111\u1ed9ng \u0111o l\u01b0\u1eddng c\u00e1c ch\u1ec9 s\u1ed1 CSAT, NPS, CES<\/strong> th\u00ec h\u00e3y li\u00ean h\u1ec7 ngay <strong>Hotline: 0837.12.32.32<\/strong> c\u1ee7a Khaosat.me \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n t\u1eadn t\u00ecnh nh\u1ea5t! <br><br>Xem chi ti\u1ebft: <a href=\"https:\/\/khaosat.me\/blog\/he-thong-danh-gia-su-hai-long-khach-hang\/\"><strong>H\u1ec7 th\u1ed1ng qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)<\/strong><\/a><\/p>\n\n\n<div style=\"border-radius: 4px; border: 1px solid #0fd47b; display: flex; flex-direction: column; margin-bottom: 1rem\">\r\n<div style=\"background-image: linear-gradient(-30deg, #42E695, #3BB2B8); border-top-left-radius: 4px; border-top-right-radius: 4px; color: white; padding: 1rem;\">H\u00e3y <strong> HI\u1ec2U KH\u00c1CH H\u00c0NG <\/strong> tr\u01b0\u1edbc khi <strong> \u0110\u1ed0I TH\u1ee6 <\/strong> c\u1ee7a b\u1ea1n l\u00e0m \u0111i\u1ec1u \u0111\u00f3!<\/div>\r\n<strong style=\"padding: 1rem 1rem 0 1rem;\">Khaosat.me - L\u1eafng nghe \u0111\u1ec3 th\u00e0nh c\u00f4ng<\/strong>\r\n<div style=\"padding: 0.5rem\">\r\n<ul style=\"margin: 0\">\r\n<li>Hotline: <strong>0837 12 32 32<\/strong><\/li>\r\n<li>Email: support@khaosat.me<\/li>\r\n<li>Website: <a href= \" https:\/\/khaosat.me\/ \" > Khaosat.me <\/a><\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">8. K\u1ebft lu\u1eadn<\/h2>\n\n\n\n<p>NPS hay b\u1ea5t k\u1ef3 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng n\u00e0o c\u0169ng v\u1eady, n\u00f3 ch\u1ec9 hi\u1ec7u qu\u1ea3 khi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n bi\u1ebft c\u00e1ch khai th\u00e1c nh\u1eefng <strong>ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 (Promoters) <\/strong>v\u00e0 t\u1eadp trung v\u00e0o <strong>ng\u01b0\u1eddi gi\u00e8m pha (Detractors)<\/strong>. Ngo\u00e0i ra, ph\u1ea3i bi\u1ebft t\u1eadn d\u1ee5ng t\u1ed1i \u0111a nh\u1eefng g\u00f3p \u00fd, ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ec3 lu\u00f4n mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t, c\u00f3 nh\u01b0 v\u1eady th\u01b0\u01a1ng hi\u1ec7u, doanh nghi\u1ec7p c\u1ee7a b\u1ea1n m\u1edbi \u0111\u1ee9ng v\u1eefng tr\u00ean th\u1ecb tr\u01b0\u1eddng.&nbsp;<\/p>\n\n\n\n<p>Khaosat.me tin r\u1eb1ng b\u00e0i vi\u1ebft tr\u00ean \u0111\u00e3 gi\u1ea3i \u0111\u00e1p cho b\u1ea1n \u0111\u1ecdc ph\u1ea7n n\u00e0o th\u1eafc m\u1eafc v\u1ec1 kh\u00e1i ni\u1ec7m NPS c\u0169ng nh\u01b0 l\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 xoay quanh ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng NPS. Hy v\u1ecdng, qua b\u00e0i vi\u1ebft n\u00e0y s\u1ebd gi\u00fap b\u1ea1n h\u1ea1n ch\u1ebf nh\u1eefng sai l\u1ea7m m\u1eafc ph\u1ea3i trong qu\u00e1 tr\u00ecnh ti\u1ebfn h\u00e0nh \u0111o l\u01b0\u1eddng NPS \u0111\u1ec3 c\u00f3 th\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ng\u00e0y nay, c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 th\u1ee9 quy\u1ebft \u0111\u1ecbnh m\u1ed9t doanh nghi\u1ec7p c\u00f3 t\u1ed3n t\u1ea1i v\u00e0&#8230;<\/p>\n","protected":false},"author":2,"featured_media":7778,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[29,1860],"tags":[],"yst_prominent_words":[200,106,47,123,221,183,189,188,95,48,217,1203,222,216,102],"class_list":["post-4622","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc","category-trai-nghiem-khach-hang-cx","content-wrap"],"_links":{"self":[{"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts\/4622","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/comments?post=4622"}],"version-history":[{"count":69,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts\/4622\/revisions"}],"predecessor-version":[{"id":10191,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts\/4622\/revisions\/10191"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/media\/7778"}],"wp:attachment":[{"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/media?parent=4622"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/categories?post=4622"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/tags?post=4622"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=4622"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}