{"id":7859,"date":"2020-11-27T14:38:41","date_gmt":"2020-11-27T07:38:41","guid":{"rendered":"https:\/\/khaosat.me\/blog\/?p=7859"},"modified":"2025-02-21T10:55:41","modified_gmt":"2025-02-21T03:55:41","slug":"ces-la-gi","status":"publish","type":"post","link":"https:\/\/khaosat.me\/blog\/ces-la-gi\/","title":{"rendered":"CES l\u00e0 g\u00ec? H\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng CES \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n

L\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 bi\u1ebft qu\u00e1 tr\u00ecnh kh\u00e1ch h\u00e0ng ti\u1ebfp c\u1eadn v\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 d\u1ec5 d\u00e0ng hay kh\u00f3 kh\u0103n? H\u00e3y \u0111\u1ec3 CES – ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c kh\u00e1ch h\u00e0ng gi\u00fap b\u1ea1n. V\u1eady ch\u1ec9 s\u1ed1 CES ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/a> S\u1eed d\u1ee5ng c\u00e1c c\u00e2u h\u1ecfi g\u00ec \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 CES? V\u00e0 c\u00e1ch \u00e1p d\u1ee5ng CES \u0111\u1ec3 t\u00ednh m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng? Ch\u00fang ta s\u1ebd t\u00ecm hi\u1ec3u ngay sau \u0111\u00e2y.<\/p>\n\n\n\n

M\u1ed9t s\u1ed1 chuy\u00ean gia \u0111\u00e3 gi\u1ea3i th\u00edch r\u1eb1ng m\u1ee9c \u0111\u1ed9 n\u1ed7 l\u1ef1c c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng trong vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi s\u1ea3n ph\u1ea9m, v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u00f3 t\u00e1c \u0111\u1ed9ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn m\u1ee9c \u0111\u1ed9 trung th\u00e0nh. Tr\u00ean th\u1ef1c t\u1ebf, c\u00f3 kho\u1ea3ng 96% ng\u01b0\u1eddi ti\u00eau d\u00f9ng cho bi\u1ebft h\u1ecd s\u1ebd kh\u00f4ng trung th\u00e0nh n\u1ebfu g\u1eb7p kh\u00f3 kh\u0103n trong qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.<\/p>\n\n\n\n

1. CES l\u00e0 g\u00ec?<\/h2>\n\n\n\n

Customer Effort Score<\/strong> hay CES<\/strong> th\u01b0\u1eddng g\u1ecdi l\u00e0 ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong>. \u0110\u00e2y l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 d\u00f9ng \u0111\u1ec3 \u0111o tr\u1ea3i nghi\u1ec7m c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. Kh\u00e1ch h\u00e0ng x\u1ebfp h\u1ea1ng tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd tr\u00ean thang \u0111i\u1ec3m b\u1ea3y, t\u1eeb “R\u1ea5t kh\u00f3” \u0111\u1ebfn “R\u1ea5t d\u1ec5”. \u0110i\u1ec1u n\u00e0y x\u00e1c \u0111\u1ecbnh m\u1ee9c \u0111\u1ed9 n\u1ed7 l\u1ef1c c\u1ea7n thi\u1ebft \u0111\u1ec3 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 v\u00e0 kh\u1ea3 n\u0103ng h\u1ecd s\u1ebd ti\u1ebfp t\u1ee5c tr\u1ea3 ti\u1ec1n cho n\u00f3. D\u1ef1a tr\u00ean ch\u1ec9 s\u1ed1 n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng s\u1ef1 thu\u1eadn ti\u1ec7n cho kh\u00e1ch h\u00e0ng, gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng h\u01a1n trong vi\u1ec7c ti\u1ebfp c\u1eadn v\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5.<\/p>\n\n\n\n

N\u00f3i m\u1ed9t c\u00e1ch d\u1ec5 hi\u1ec3u l\u00e0 b\u1ea1n s\u1ebd c\u1ea3m th\u1ea5y tho\u1ea3i m\u00e1i n\u1ebfu \u0111\u0103ng k\u00ed m\u1ed9t g\u00f3i d\u1ecbch v\u1ee5 hay \u0111\u1ed5i tr\u1ea3 s\u1ea3n ph\u1ea9m n\u00e0o \u0111\u00f3 m\u1ed9t c\u00e1ch nhanh ch\u00f3ng, d\u1ec5 d\u00e0ng, kh\u00f4ng th\u1ee7 t\u1ee5c r\u01b0\u1eddm r\u00e0. V\u00e0 \u0111i\u1ec1u \u0111\u01b0\u01a1ng nhi\u00ean l\u00e0 b\u1ea1n s\u1ebd ti\u1ebfp t\u1ee5c quay l\u1ea1i mua nh\u1eefng m\u00f3n h\u00e0ng kh\u00e1c t\u1ea1i \u0111\u00e2y.

C\u00f2n n\u1ebfu b\u1ea1n \u0111\u0103ng k\u00ed m\u1ed9t d\u1ecbch v\u1ee5 hay \u0111\u1ed5i tr\u1ea3 s\u1ea3n ph\u1ea9m m\u00e0 th\u1ee7 t\u1ee5c r\u01b0\u1eddm ra, l\u00e0m kh\u00f3 b\u1ea1n th\u00ec \u0111\u01b0\u01a1ng nhi\u00ean \u0111\u00e2y l\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m v\u00f4 c\u00f9ng t\u1ec7. Ch\u1eafc ch\u1eafn b\u1ea1n s\u1ebd kh\u00f4ng quay l\u1ea1i, th\u1eadm ch\u00ed lan truy\u1ec1n tr\u1ea3i nghi\u1ec7m kh\u00f4ng t\u1ed1t n\u00e0y cho b\u1ea1n b\u00e8.<\/p>\n\n\n\n

\"customer
Customer Effort Score (CES)<\/figcaption><\/figure><\/div>\n\n\n\n

Th\u1ef1c t\u1ebf \u0111\u00e3 cho th\u1ea5y, n\u1ebfu kh\u00e1ch h\u00e0ng c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m c\u00e0ng d\u1ec5 d\u00e0ng khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 s\u1ebd c\u1ea3m th\u1ea5y tho\u1ea3i m\u00e1i v\u00e0 c\u00f3 xu h\u01b0\u1edbng quay l\u1ea1i s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 nhi\u1ec1u l\u1ea7n n\u1eefa. \u0110\u00e2y ch\u00ednh l\u00e0 ch\u00eca kh\u00f3a kinh doanh th\u1ef1c s\u1ef1 trong b\u1ed1i c\u1ea3nh c\u1ea1nh tranh ng\u00e0y c\u00e0ng cao nh\u01b0 hi\u1ec7n nay.<\/p>\n\n\n\n

Xem th\u00eam: Nh\u1eefng ki\u1ebfn th\u1ee9c c\u1ea7n n\u1eafm khi x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/a><\/p>\n\n\n\n

CES c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng trong kinh doanh cho c\u00e1c c\u1eeda h\u00e0ng truy\u1ec1n th\u1ed1ng, si\u00eau th\u1ecb hay tr\u00ean c\u00e1c k\u00eanh online nh\u01b0 website, apps. Thay v\u00ec h\u1ecfi m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n h\u00e3y y\u00eau c\u1ea7u h\u1ecd \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng c\u1ee7a tr\u1ea3i nghi\u1ec7m nh\u01b0 m\u1eabu kh\u1ea3o s\u00e1t d\u01b0\u1edbi \u0111\u00e2y:<\/p>\n\n\n\n

\"Ch\u1ec9
Ch\u1ec9 s\u1ed1 CES \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/figcaption><\/figure><\/div>\n\n\n\n

M\u1ed9t v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh v\u1ec1 ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u00ecnh khi mua ph\u1ee5 ki\u1ec7n \u1edf Th\u1ebf Gi\u1edbi Di \u0110\u1ed9ng.

Khi c\u00f2n sinh vi\u00ean, m\u00ecnh th\u01b0\u1eddng mua d\u00e2y tai nghe \u1edf c\u00e1c c\u1eeda h\u00e0ng \u0111i\u1ec7n tho\u1ea1i l\u1ebb v\u00ec m\u1ed9t l\u00fd do l\u00e0 gi\u00e1 r\u1ebb, m\u1ed9t s\u1ee3i d\u00e2y nghe t\u1ea7m 30k – 50k v\u00e0 tu\u1ed5i th\u1ecd c\u0169ng \u0111\u01b0\u1ee3c 3 th\u00e1ng. Do tu\u1ed5i th\u1ecd d\u00e2y nghe gi\u00e1 r\u1ebb th\u1ea5p n\u00ean sau n\u00e0y khi bi\u1ebft TGD\u0110 th\u00ec m\u00ecnh c\u0169ng v\u00e0o \u0111\u00f3 mua th\u1eed xem c\u00f3 t\u1ed1t h\u01a1n kh\u00f4ng. Trong n\u00e0y th\u00ec c\u00f3 nhi\u1ec1u lo\u1ea1i \u0111\u1ec3 m\u00ecnh ch\u1ecdn h\u01a1n, gi\u00e1 th\u00ec cao h\u01a1n t\u1ea7m 150k nh\u01b0ng \u0111\u01b0\u1ee3c c\u00e1i b\u1ea3o h\u00e0nh 1 n\u0103m, t\u00ednh ra th\u00ec c\u0169ng ngang v\u1edbi gi\u00e1 \u1edf ngo\u00e0i 1 n\u0103m.

Th\u01b0\u1eddng m\u00ecnh r\u1ea5t m\u1ec7t m\u1ea5y c\u00e1i b\u1ea3o h\u00e0nh v\u00ec l\u1eb1ng nh\u1eb1ng, mua gi\u00e1 tr\u1ecb l\u1edbn th\u00ec b\u1ea3o h\u00e0nh ch\u1ee9 v\u00e0i tr\u0103m c\u0169ng l\u01b0\u1eddi. Nh\u01b0ng khi b\u1ea3o h\u00e0nh \u1edf TGD\u0110 m\u00ecnh c\u1ef1c b\u1ea5t ng\u1edd v\u00ec tr\u1ea3i nghi\u1ec7m d\u1ec5 d\u00e0ng ch\u01b0a t\u1eebng th\u1ea5y. Tai nghe h\u01b0, m\u00ecnh v\u00e0o b\u1ea3o h\u00e0nh th\u00ec ch\u1ec9 th\u00f4ng qua duy nh\u1ea5t 1 b\u01b0\u1edbc l\u00e0 nh\u00e2n vi\u00ean ki\u1ec3m tra c\u00f2n th\u1eddi gian b\u1ea3o h\u00e0nh hay kh\u00f4ng, n\u1ebfu c\u00f2n l\u00e0 ngay l\u1eadp t\u1ee9c \u0111\u1ed5i tai nghe m\u1edbi cho m\u00ecnh v\u00e0 m\u00ecnh kh\u00f4ng ph\u1ea3i khai b\u00e1o th\u00eam b\u1ea5t k\u00ec th\u00f4ng tin n\u00e0o kh\u00e1c. \u0110\u00e2y c\u0169ng l\u00e0 l\u00fd do m\u00ecnh chuy\u1ec3n sang mua TGD\u0110 t\u1eeb \u0111\u00f3 \u0111\u1ebfn gi\u1edd.<\/p>\n\n\n\n

2. V\u00ec sao ch\u1ec9 s\u1ed1 CES l\u1ea1i quan tr\u1ecdng v\u1edbi doanh nghi\u1ec7p?<\/h2>\n\n\n\n

\u0110o l\u01b0\u1eddng n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 h\u00e0nh vi c\u1ee7a h\u1ecd trong t\u01b0\u01a1ng lai. C\u00e1c nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng l\u00e0m cho tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean d\u1ec5 d\u00e0ng h\u01a1n l\u00e0 c\u00e1ch nhanh v\u00e0 hi\u1ec7u qu\u1ea3 \u0111\u1ec3 gi\u00e0nh \u0111\u01b0\u1ee3c l\u00f2ng trung th\u00e0nh c\u1ee7a h\u1ecd h\u01a1n l\u00e0 cung c\u1ea5p th\u00eam d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng kh\u00e1c – ngu\u1ed3n g\u1ed1c d\u1eabn \u0111\u1ebfn s\u1ef1 th\u1ea5t v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 qu\u00e1 kh\u00f3 kh\u0103n, l\u00e0m c\u1ea3n tr\u1edf v\u00e0 khi\u1ebfn h\u1ecd r\u1eddi \u0111i.<\/p>\n\n\n\n

2.1. d\u1ef1 \u0111o\u00e1n h\u00e0nh vi mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng trong t\u01b0\u01a1ng lai<\/h3>\n\n\n\n

Vi\u1ec7c mua th\u1ee9 g\u00ec \u0111\u00f3 c\u00e0ng d\u1ec5 d\u00e0ng th\u00ec c\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng quay l\u1ea1i mua h\u00e0ng. M\u1ed9t nghi\u00ean c\u1ee9u \u0111\u01b0\u1ee3c c\u00f4ng b\u1ed1 tr\u00ean T\u1ea1p ch\u00ed Harvard Business Review cho th\u1ea5y \u0111i\u1ec3m n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ed1t (n\u1ed7 l\u1ef1c th\u1ea5p) l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 d\u1ef1 \u0111o\u00e1n m\u1ea1nh nh\u1ea5t v\u1ec1 h\u00e0nh vi mua h\u00e0ng trong t\u01b0\u01a1ng lai: 94% kh\u00e1ch h\u00e0ng n\u1ed7 l\u1ef1c th\u1ea5p cho bi\u1ebft h\u1ecd c\u00f3 kh\u1ea3 n\u0103ng s\u1ebd mua l\u1ea1i s\u1ea3n ph\u1ea9m.<\/p>\n\n\n\n

2.2. CES cho bi\u1ebft kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u cho ng\u01b0\u1eddi kh\u00e1c<\/h3>\n\n\n\n

C\u00e1c giao d\u1ecbch v\u00e0 t\u01b0\u01a1ng t\u00e1c d\u1ec5 d\u00e0ng l\u00e0 nh\u1eefng y\u1ebfu t\u1ed1 tuy\u1ec7t v\u1eddi khi\u1ebfn kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u v\u00e0 n\u00f3i t\u1ed1t v\u1ec1 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n, ng\u01b0\u1ee3c l\u1ea1i h\u1ecd s\u1ebd n\u00f3i x\u1ea5u b\u1ea1n. Nghi\u00ean c\u1ee9u Harvard Business Review c\u0169ng cho th\u1ea5y 81% kh\u00e1ch h\u00e0ng cho bi\u1ebft h\u1ecd s\u1ebd n\u00f3i ti\u00eau c\u1ef1c v\u1edbi ng\u01b0\u1eddi kh\u00e1c v\u1ec1 c\u00f4ng ty m\u00e0 l\u00e0m h\u1ecd ph\u1ea3i n\u1ed7 l\u1ef1c cao \u0111\u1ec3 tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.<\/p>\n\n\n\n

2.3. CES d\u1ef1 \u0111o\u00e1n l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n

M\u1ed9t b\u00e0i \u0111\u0103ng tr\u00ean t\u1ea1p ch\u00ed Harvard Business Review v\u1edbi ti\u00eau \u0111\u1ec1 \u0111\u1ea7y khi\u00eau kh\u00edch \u201cNg\u1eebng c\u1ed1 g\u1eafng l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n\u201d – b\u00e0i vi\u1ebft n\u00e0y cho r\u1eb1ng b\u00ean c\u1ea1nh m\u1ed9t d\u1ecbch v\u1ee5 tin c\u00e2y, kh\u00e1ch h\u00e0ng mu\u1ed1n c\u00f3 \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m d\u1ec5 d\u00e0ng h\u01a1n l\u00e0 vi\u1ec7c \u0111\u01b0\u1ee3c t\u1eb7ng cho c\u00e1c \u0111\u1eb7c quy\u1ec1n \u0111\u1eb7c bi\u1ec7t. M\u1ed9t nghi\u00ean c\u1ee9u cho th\u1ea5y 96% kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m n\u1ed7 l\u1ef1c cao s\u1ebd kh\u00f4ng trung th\u00e0nh v\u1edbi s\u1ea3n ph\u1ea9m, th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3.<\/p>\n\n\n\n

N\u1ebfu t\u1ed5 ch\u1ee9c \u0111ang c\u00f3 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng k\u00e9m c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng \u0111i\u1ec3m n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 c\u00e1c khu v\u1ef1c c\u00f3 v\u1ea5n \u0111\u1ec1 trong c\u00f4ng ty. Sau khi ph\u00e1t hi\u1ec7n ra n\u01a1i kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n ph\u1ea3i n\u1ed7 l\u1ef1c nhi\u1ec1u nh\u1ea5t, b\u1ea1n c\u00f3 th\u1ec3 b\u1eaft \u0111\u1ea7u kh\u1eafc ph\u1ee5c nh\u1eefng khu v\u1ef1c n\u00e0y \u0111\u1ec3 gi\u1ea3m b\u1edbt n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng theo th\u1eddi gian.<\/p>\n\n\n\n

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

CES l\u00e0 m\u1ed9t th\u01b0\u1edbc \u0111o t\u1eeb g\u00f3c nh\u00ecn c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u01b0\u1eddng th\u00ec ch\u1ec9 h\u1ecfi m\u1ed9t c\u00e2u h\u1ecfi duy nh\u1ea5t: \u201cB\u1ea1n \u0111\u00e3 ph\u1ea3i b\u1ecf ra bao nhi\u00eau c\u00f4ng s\u1ee9c \u0111\u1ec3 th\u1ef1c hi\u1ec7n vi\u1ec7c A v\u1edbi c\u00f4ng ty ch\u00fang t\u00f4i?\u201d<\/strong>. Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 7, m\u1ee9c 1 t\u01b0\u01a1ng \u0111\u01b0\u1eddng r\u1ea5t Kh\u00f3,<\/strong> \u0111\u1ebfn m\u1ee9c 7 l\u00e0 r\u1ea5t D\u1ec5.<\/strong><\/p>\n\n\n\n

\"c\u00f4ng
C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CES<\/figcaption><\/figure><\/div>\n\n\n\n

Ch\u1ec9 s\u1ed1 CES = T\u1ed5ng \u0111i\u1ec3m \u0111\u00e1nh gi\u00e1 \/ T\u1ed5ng s\u1ed1 l\u01b0\u1ee3t kh\u1ea3o s\u00e1t.<\/p>\n\n\n\n