{"id":8041,"date":"2020-12-14T16:02:08","date_gmt":"2020-12-14T09:02:08","guid":{"rendered":"https:\/\/khaosat.me\/blog\/?p=8041"},"modified":"2025-02-21T10:55:09","modified_gmt":"2025-02-21T03:55:09","slug":"so-sanh-nps-csat-ces","status":"publish","type":"post","link":"https:\/\/khaosat.me\/blog\/so-sanh-nps-csat-ces\/","title":{"rendered":"So s\u00e1nh NPS, CSAT, CES \u0111\u00e2u l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 nh\u1ea5t?"},"content":{"rendered":"\n<p>NPS, CES v\u00e0 CSAT l\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c \u0111\u00e2u l\u00e0 kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u00e0 nh\u1eefng v\u1ea5n \u0111\u1ec1 \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea7n c\u1ea3i thi\u1ec7n nh\u1eb1m t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3 doanh nghi\u1ec7p ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng h\u01a1n v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng.<\/p>\n\n\n\n<p>L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng trung th\u00e0nh? \u0110\u00f3 ch\u00ednh l\u00e0 mang \u0111\u1ebfn m\u1ed9t tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng (CX &#8211; Customer Experience). Trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, nghi\u00ean c\u1ee9u cho th\u1ea5y \u00edt nh\u1ea5t 70% c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o doanh nghi\u1ec7p tin r\u1eb1ng CX s\u1ebd gi\u00fap c\u00e1c c\u00f4ng ty c\u1ee7a h\u1ecd kh\u00e1c bi\u1ec7t h\u00f3a trong m\u1ed9t th\u1ebf gi\u1edbi m\u00e0 c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c ch\u00fa tr\u1ecdng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 c\u1ea1nh tranh m\u1ea1nh m\u1ebd h\u01a1n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n\n\n\n<p><a href=\"https:\/\/khaosat.me\/blog\/trai-nghiem-khach-hang-customer-experience-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX)<\/a> l\u00e0 t\u00e1c \u0111\u1ed9ng t\u00edch l\u0169y c\u1ee7a m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac (Touchpoint) trong su\u1ed1t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p t\u1eeb t\u00ecm hi\u1ec3u, t\u01b0 v\u1ea5n, mua h\u00e0ng, s\u1eed d\u1ee5ng, b\u1ea3o h\u00e0nh,&#8230; Do \u0111\u00f3, tr\u01b0\u1edbc ti\u00ean c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd CX c\u1ea7n x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd \u0111\u00f2i h\u1ecfi g\u00ec \u0111\u1ec3 c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra ch\u00ednh s\u00e1ch v\u00e0 th\u1ef1c hi\u1ec7n nh\u1eefng thay \u0111\u1ed5i nh\u1eb1m t\u1ed1i \u01b0u c\u00e1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>V\u1edbi c\u00f4ng ngh\u1ec7 v\u00e0 ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i ph\u00e1t tri\u1ec3n nh\u01b0 hi\u1ec7n nay, b\u1ea1n s\u1ebd kh\u00f4ng kh\u00f3 \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. V\u00e0 \u0111i\u1ec1u n\u00e0y c\u0169ng c\u00f3 ngh\u0129a l\u00e0 ch\u00fang ta g\u1ea7n nh\u01b0 c\u00f3 v\u00f4 h\u1ea1n c\u01a1 h\u1ed9i \u0111\u1ec3 l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng ho\u1eb7c th\u1ea5t v\u1ecdng. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"523\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/hanh-trinh-khach-hang.jpg\" alt=\"h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng\" class=\"wp-image-8063\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/hanh-trinh-khach-hang.jpg 1000w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/hanh-trinh-khach-hang.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/hanh-trinh-khach-hang.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/hanh-trinh-khach-hang.jpg 600w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption>H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n\n\n\n<p>Nh\u01b0ng n\u1ebfu ch\u1ec9 t\u1eadp trung v\u00e0o c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac ri\u00eang l\u1ebb, \u0111\u1ec3 t\u1ed1i \u0111a h\u00f3a s\u1ef1 h\u00e0i l\u00f2ng v\u1edbi t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac, th\u00ec \u0111\u00f3 l\u00e0 m\u1ed9t sai l\u1ea7m. B\u1edfi v\u00ec CX kh\u00f4ng ch\u1ec9 l\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i, m\u00e0 l\u00e0 m\u1ed9t h\u00e0nh tr\u00ecnh t\u1eeb \u0111\u1ea7u \u0111\u1ebfn cu\u1ed1i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p n\u00ean nh\u1eefng \u0111i\u1ec3m ti\u1ebfp x\u00fac ph\u1ea3i li\u00ean k\u1ebft v\u1edbi nhau, m\u1ea5t m\u1ed9t m\u1eaft x\u00edch coi g\u00e3y v\u00e0 kh\u00e1ch h\u00e0ng tu\u1ed9t mood ngay.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. L\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 \u0111o l\u01b0\u1eddng Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng?<\/h2>\n\n\n\n<p>\u0110o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u doanh nghi\u1ec7p ph\u1ea3i t\u00ecm c\u00e1ch ti\u1ebfp c\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng bao g\u1ed3m c\u00e1c cu\u1ed9c ph\u1ecfng v\u1ea5n chuy\u00ean s\u00e2u v\u00e0 thu th\u1eadp d\u1eef li\u1ec7u t\u1ea1i c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac ch\u00ednh, c\u0169ng nh\u01b0 l\u00e0 theo d\u00f5i 3 ch\u1ec9 s\u1ed1:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Ch\u1ec9 s\u1ed1 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m (NPS &#8211; <strong>Net Promoter Score<\/strong>).<\/li><li>Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT &#8211; <strong>Customer Satisfaction<\/strong>).<\/li><li>Ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (CES &#8211; <strong>Customer Effort Score<\/strong>).<\/li><\/ul>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"600px\" src=\"https:\/\/khaosat.me\/embed\/survey\/customer-survey-d3b3a7b\" 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\/\" target=\"_blank\" rel=\"noreferrer noopener\"><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>M\u1ed9t th\u00e0nh ph\u1ea7n quan tr\u1ecdng kh\u00f4ng th\u1ec3 b\u1ecf qua c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00f3 l\u00e0 Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (Voice of Customers &#8211; VoC). N\u00f3 gi\u00fap n\u1eafm b\u1eaft, ph\u00e2n t\u00edch v\u00e0 b\u00e1o c\u00e1o v\u1ec1 t\u1ea5t c\u1ea3 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 mong \u0111\u1ee3i, th\u00edch v\u00e0 kh\u00f4ng th\u00edch,&#8230; li\u00ean quan \u0111\u1ebfn c\u00f4ng ty c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<p>Trong chi\u1ebfn d\u1ecbch VoC, c\u00f3 hai lo\u1ea1i d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng m\u00e0 b\u1ea1n n\u00ean thu th\u1eadp: d\u1eef li\u1ec7u c\u00f3 c\u1ea5u tr\u00fac v\u00e0 d\u1eef li\u1ec7u phi c\u1ea5u tr\u00fac. B\u00e0i vi\u1ebft n\u00e0y, ch\u00fang ta s\u1ebd th\u1ea3o lu\u1eadn v\u1ec1 ba ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u1ed5 bi\u1ebfn nh\u1ea5t thu\u1ed9c danh m\u1ee5c c\u00f3 c\u1ea5u tr\u00fac: NPS, CES, CSAT v\u00e0 vai tr\u00f2 c\u1ee7a m\u1ed7i ch\u1ec9 s\u1ed1 trong chi\u1ebfn l\u01b0\u1ee3c CX c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3. Gi\u1edbi thi\u1ec7u v\u1ec1 NPS, CES v\u00e0 CSAT<\/h2>\n\n\n\n<p>Tr\u01b0\u1edbc khi \u0111i s\u00e2u v\u00e0o ph\u00e2n t\u00edch s\u1ef1 kh\u00e1c nhau, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i xem qua c\u00e1c kh\u00e1i ni\u1ec7m c\u01a1 b\u1ea3n v\u1ec1 ba ch\u1ec9 s\u1ed1 tr\u00ean.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.1. Ch\u1ec9 s\u1ed1 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m (<strong>Net Promoter Score<\/strong> &#8211; NPS)<\/h3>\n\n\n\n<p>NPS d\u1ef1a tr\u00ean c\u00e2u h\u1ecfi <strong>&#8220;B\u1ea1n c\u00f3 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u (c\u00f4ng ty, s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5,\u2026) cho b\u1ea1n b\u00e8 ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p?&#8221;<\/strong>. S\u1eed d\u1ee5ng thang \u0111i\u1ec3m t\u1eeb 0 (Kh\u00f4ng bao gi\u1edd) \u0111\u1ebfn 10 (Ho\u00e0n to\u00e0n s\u1eb5n l\u00f2ng).<\/p>\n\n\n\n<figure class=\"wp-block-image 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 ch\u1ec9 s\u1ed1 NPS<\/figcaption><\/figure>\n\n\n\n<p class=\"highlight\">C\u00f4ng th\u1ee9c t\u00ednh NPS = % Ng\u01b0\u1eddi qu\u1ea3ng c\u00e1o &#8211; % Ng\u01b0\u1eddi gi\u00e8m pha<\/p>\n\n\n\n<p>\u0110\u00e2y l\u00e0 m\u1ed9t s\u1ed1 li\u1ec7u tuy\u1ec7t v\u1eddi \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi gian l\u00e2u d\u00e0i. \u0110\u00f3 c\u0169ng l\u00e0 th\u01b0\u1edbc \u0111o b\u1ee9c tranh l\u1edbn v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p class=\"highlight\"><a href=\"https:\/\/khaosat.me\/blog\/nps-chi-so-do-luong-su-trung-thanh-cua-khach-hang\/\"><strong>H\u01b0\u1edbng d\u1eabn chi ti\u1ebft c\u00e1ch thi\u1ebft l\u1eadp ch\u1ec9 s\u1ed1 NPS cho doanh nghi\u1ec7p<\/strong><\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.2. Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (<strong>Customer Satisfaction<\/strong> &#8211; CSAT)<\/h3>\n\n\n\n<p>\u0110i\u1ec3m m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 b\u1eb1ng c\u00e1ch h\u1ecfi kh\u00e1ch h\u00e0ng: <strong>&#8220;B\u1ea1n \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1ec1 (s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, kh\u00f4ng gian, th\u00e1i \u0111\u1ed9 nh\u00e2n vi\u00ean,&#8230;) nh\u01b0 th\u1ebf n\u00e0o?&#8221;<\/strong> v\u1ec1 c\u00f4ng ty hay c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5,&#8230;<\/p>\n\n\n\n<p>C\u00f3 2 thang \u0111i\u1ec3m \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng ph\u1ed5 bi\u1ebfn \u0111\u1ec3 \u0111o CSAT:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Thang \u0111i\u1ec3m 3 v\u1edbi c\u00e1c l\u1ef1a ch\u1ecdn: Kh\u00f4ng h\u00e0i l\u00f2ng, trung l\u1eadp, h\u00e0i l\u00f2ng.<\/li><li>Thang \u0111i\u1ec3m 5 v\u1edbi c\u00e1c l\u1ef1a ch\u1ecdn: R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng, kh\u00f4ng h\u00e0i l\u00f2ng, trung l\u1eadp, h\u00e0i l\u00f2ng v\u00e0 r\u1ea5t h\u00e0i l\u00f2ng.<\/li><\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"533\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-csat.jpg\" alt=\"C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CSAT \u0111\u1ec3 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" class=\"wp-image-7839\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-csat.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-csat.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-csat.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-csat.jpg 600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CSAT<\/figcaption><\/figure>\n\n\n\n<p class=\"highlight\">C\u00f4ng th\u1ee9c t\u00ednh CSAT = (S\u1ed1 ng\u01b0\u1eddi h\u00e0i l\u00f2ng) \/ (T\u1ed5ng s\u1ed1 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi) x 100<\/p>\n\n\n\n<p><strong>S\u1ed1 ng\u01b0\u1eddi h\u00e0i l\u00f2ng<\/strong> l\u00e0 nh\u1eefng ng\u01b0\u1eddi ch\u1ecdn &#8220;h\u00e0i l\u00f2ng&#8221; \u1edf thang \u0111i\u1ec3m 3 v\u00e0 &#8220;h\u00e0i l\u00f2ng&#8221; ho\u1eb7c &#8220;r\u1ea5t h\u00e0i l\u00f2ng&#8221; \u1edf thang \u0111i\u1ec3m 5.<\/p>\n\n\n\n<p>CSAT \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi m\u1ed9t t\u01b0\u01a1ng t\u00e1c ho\u1eb7c s\u1ef1 ki\u1ec7n c\u1ee5 th\u1ec3. \u0110\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng ng\u1eafn h\u1ea1n cho tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p class=\"highlight\"><a href=\"https:\/\/khaosat.me\/blog\/csat-la-gi\/\"><strong>H\u01b0\u1edbng d\u1eabn chi ti\u1ebft c\u00e1ch thi\u1ebft l\u1eadp ch\u1ec9 s\u1ed1 CSAT cho doanh nghi\u1ec7p<\/strong><\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.3. Ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (<strong>Customer Effort Score<\/strong> &#8211; CES)<\/h3>\n\n\n\n<p>C\u00e2u h\u1ecfi v\u1ec1 ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng h\u1ecfi v\u1ec1 s\u1ef1 \u0111\u1ed3ng \u00fd c\u1ee7a h\u1ecd v\u1edbi c\u00e2u n\u00f3i: <strong>\u201cQu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m (s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, b\u1ea3o h\u00e0nh,\u2026) c\u00f3 d\u1ec5 d\u00e0ng kh\u00f4ng?\u201d<\/strong>. S\u1eed d\u1ee5ng thang \u0111i\u1ec3m b\u1ea3y t\u1eeb 1 = &#8220;r\u1ea5t kh\u00f3 kh\u0103n&#8221; \u0111\u1ebfn 7 = &#8220;r\u1ea5t d\u1ec5 d\u00e0ng&#8221;.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"473\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-chi-so-ces.jpg\" alt=\"c\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CES\" class=\"wp-image-7899\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-chi-so-ces.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-chi-so-ces.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-chi-so-ces.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/11\/cong-thuc-tinh-chi-so-ces.jpg 600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CES<\/figcaption><\/figure>\n\n\n\n<p class=\"highlight\">C\u00f4ng th\u1ee9c t\u00ednh CES = (T\u1ed5ng \u0111i\u1ec3m c\u1ee7a t\u1ea5t c\u1ea3 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi) \/ (T\u1ed5ng s\u1ed1 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi)<\/p>\n\n\n\n<p>CES \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 n\u1ed7 l\u1ef1c m\u00e0 kh\u00e1ch h\u00e0ng tr\u1ea3i qua khi h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. \u0110\u00e2y c\u0169ng l\u00e0 ch\u1ec9 s\u1ed1 ng\u1eafn h\u1ea1n cho tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p class=\"highlight\"><a href=\"https:\/\/khaosat.me\/blog\/ces-la-gi\/\"><strong>H\u01b0\u1edbng d\u1eabn chi ti\u1ebft c\u00e1ch thi\u1ebft l\u1eadp ch\u1ec9 s\u1ed1 CES cho doanh nghi\u1ec7p<\/strong><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">4. B\u1ea3ng so s\u00e1nh CSAT, CES v\u00e0 NPS<\/h2>\n\n\n\n<p>Trong b\u1ea3ng d\u01b0\u1edbi \u0111\u00e2y s\u1ebd t\u00f3m t\u1eaft c\u00e1c y\u1ebfu t\u1ed1 ch\u00ednh cho t\u1eebng ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng \u0111\u1ec3 l\u00e0m r\u00f5 s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa 3 th\u01b0\u1edbc \u0111o v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><\/td><td class=\"has-text-align-left\" data-align=\"left\"><strong>CSAT<\/strong><\/td><td class=\"has-text-align-left\" data-align=\"left\"><strong>CES<\/strong><\/td><td class=\"has-text-align-left\" data-align=\"left\"><strong>NPS<\/strong><\/td><\/tr><tr><td><strong>C\u00e2u h\u1ecfi<\/strong><\/td><td class=\"has-text-align-left\" data-align=\"left\">B\u1ea1n \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1ec1 (s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, kh\u00f4ng gian,\u2026 nh\u01b0 th\u1ebf n\u00e0o?<\/td><td class=\"has-text-align-left\" data-align=\"left\">Qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m (s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, b\u1ea3o h\u00e0nh,\u2026) c\u00f3 d\u1ec5 d\u00e0ng kh\u00f4ng?<\/td><td class=\"has-text-align-left\" data-align=\"left\">B\u1ea1n c\u00f3 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u (c\u00f4ng ty, s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5,\u2026) n\u00e0y cho b\u1ea1n b\u00e8 ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p?<\/td><\/tr><tr><td><strong>Thang \u0111o<\/strong><\/td><td class=\"has-text-align-left\" data-align=\"left\">&#8211; R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng<br>&#8211; Kh\u00f4ng h\u00e0i l\u00f2ng<br>&#8211; Trung l\u1eadp<br>&#8211; H\u00e0i l\u00f2ng<br>&#8211; R\u1ea5t h\u00e0i l\u00f2ng<\/td><td class=\"has-text-align-left\" data-align=\"left\">&#8211; R\u1ea5t kh\u00f4ng \u0111\u1ed3ng \u00fd<br>&#8211; Kh\u00f4ng \u0111\u1ed3ng \u00fd<br>&#8211; Kh\u00f4ng \u0111\u1ed3ng \u00fd \u1edf m\u1ed9t kh\u00eda c\u1ea1nh n\u00e0o \u0111\u00f3<br>&#8211; Trung l\u1eadp<br>&#8211; \u0110\u1ed3ng \u00fd \u1edf m\u1ed9t kh\u00eda c\u1ea1nh n\u00e0o \u0111\u00f3<br>&#8211; \u0110\u1ed3ng \u00fd<br>&#8211; R\u1ea5t \u0111\u1ed3ng \u00fd<\/td><td class=\"has-text-align-left\" data-align=\"left\">Thang \u0111i\u1ec3m t\u1eeb 0 &#8211; 10<\/td><\/tr><tr><td><strong>\u00dd ngh\u0129a c\u1ee7a ch\u1ec9 s\u1ed1<\/strong><\/td><td class=\"has-text-align-left\" data-align=\"left\">Gi\u00fap \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c nh\u1eefng tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf m\u00e0 doanh nghi\u1ec7p mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c v\u1edbi k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng hay kh\u00f4ng. <\/td><td class=\"has-text-align-left\" data-align=\"left\">\u0110i\u1ec3m CES c\u00e0ng cao cho th\u1ea5y doanh nghi\u1ec7p \u0111ang gi\u00fap kh\u00e1ch h\u00e0ng c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m d\u1ec5 d\u00e0ng.<br><br>\u0110i\u1ec3m CES th\u1ea5p cho th\u1ea5y kh\u00e1ch h\u00e0ng \u0111ang n\u1ed7 l\u1ef1c qu\u00e1 nhi\u1ec1u \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty v\u00e0 c\u1ea7n \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n.<\/td><td class=\"has-text-align-left\" data-align=\"left\">Kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng chia s\u1ebb tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c h\u01a1n l\u00e0 t\u00edch c\u1ef1c. B\u1eb1ng c\u00e1ch theo d\u00f5i nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng thi\u1ec7n c\u1ea3m v\u1edbi s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 v\u00e0 \u0111\u01b0a h\u1ecd tr\u1edf l\u1ea1i nh\u00f3m nh\u1eefng ng\u01b0\u1eddi y\u00eau th\u00edch, b\u1ea1n c\u00f3 th\u1ec3 n\u00e2ng cao \u0111i\u1ec3m NPS c\u1ee7a m\u00ecnh.<\/td><\/tr><tr><td><strong>Ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng<\/strong><\/td><td class=\"has-text-align-left\" data-align=\"left\">&#8211; 0-40% CSAT k\u00e9m<br>&#8211; 40-60% CSAT t\u1ea1m \u1ed5n<br>&#8211; 60-80% CSAT t\u1ed1t<br>&#8211; 80-100% CSAT tuy\u1ec7t v\u1eddi<\/td><td class=\"has-text-align-left\" data-align=\"left\">&#8211; 0-3 CES k\u00e9m<br>&#8211; 4-5 CES t\u1ea1m \u1ed5n<br>&#8211; 6-7 CES t\u1ed1t<\/td><td class=\"has-text-align-left\" data-align=\"left\">&#8211; -100 &#8211; 0 = NPS k\u00e9m<br>&#8211; 0-50 = NPS t\u1ea1m \u1ed5n<br>&#8211; 50-70 = NPS t\u1ed1t<br>&#8211; 70-100 = NPS tuy\u1ec7t v\u1eddi<br><\/td><\/tr><tr><td><strong>H\u1ea1n ch\u1ebf<\/strong><\/td><td class=\"has-text-align-left\" data-align=\"left\">T\u1eadp trung v\u00e0o t\u1eebng \u0111i\u1ec3m ch\u1ea1m c\u1ee5 th\u1ec3 nh\u01b0 h\u00e0i l\u00f2ng v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, \u0111\u1ed5i tr\u1ea3,&#8230; Kh\u00f4ng th\u1ec3 hi\u1ec7n \u0111\u01b0\u1ee3c m\u1ed1i quan h\u1ec7 bao qu\u00e1t gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p<\/td><td class=\"has-text-align-left\" data-align=\"left\">CES c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft nh\u1eefng tr\u1edf ng\u1ea1i cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, nh\u01b0ng kh\u00f4ng \u0111i s\u00e2u v\u00e0o l\u00fd do t\u1ea1i sao kh\u00e1ch h\u00e0ng g\u1eb7p v\u1ea5n \u0111\u1ec1 v\u00e0 c\u0169ng kh\u00f4ng d\u1ef1 b\u00e1o \u0111\u01b0\u1ee3c nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u00f3 th\u1ec3 ph\u00e1t sinh.<\/td><td class=\"has-text-align-left\" data-align=\"left\">V\u00ec c\u00e2u h\u1ecfi chung chung, n\u00ean ch\u1ec9 th\u1ec3 hi\u1ec7n \u0111\u01b0\u1ee3c m\u1ed1i quan h\u1ec7 bao qu\u00e1t gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng. Kh\u00f4ng th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c kh\u00eda c\u1ea1nh chi ti\u1ebft c\u1ea7n c\u1ea3i thi\u1ec7n n\u1ebfu kh\u00f4ng s\u1eed d\u1ee5ng c\u00e2u h\u1ecfi m\u1edf ti\u1ebfp theo.<\/td><\/tr><tr><td><strong>Kh\u1ea3 n\u0103ng \u00e1p d\u1ee5ng<\/strong><\/td><td class=\"has-text-align-left\" data-align=\"left\">CSAT r\u1ea5t linh ho\u1ea1t v\u00ec n\u00f3 cho ph\u00e9p b\u1ea1n h\u1ecfi kh\u00e1ch h\u00e0ng nhi\u1ec1u c\u00e2u h\u1ecfi kh\u00e1c nhau.<\/td><td class=\"has-text-align-left\" data-align=\"left\">D\u1ec5 d\u00e0ng x\u00e1c \u0111\u1ecbnh c\u00e1c khu v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n quy tr\u00ecnh d\u1ecbch v\u1ee5.<\/td><td class=\"has-text-align-left\" data-align=\"left\">C\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng \u00fd ki\u1ebfn \u200b\u200bc\u1ee7a kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c k\u00eanh, kho\u1ea3nh kh\u1eafc ti\u1ebfp x\u00fac v\u00e0 tr\u1ea3i nghi\u1ec7m m\u1ed9t c\u00e1ch nhanh ch\u00f3ng.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">5. Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng n\u00e0o t\u1ed1t nh\u1ea5t?<\/h2>\n\n\n\n<p>Ph\u1ea3i n\u00f3i r\u1eb1ng, t\u1ea5t c\u1ea3 c\u00e1c ch\u1ec9 s\u1ed1 \u0111\u1ec1u c\u00f3 nh\u1eefng c\u00e1ch s\u1eed d\u1ee5ng kh\u00e1c nhau v\u00e0 kh\u00f4ng c\u00f3 ch\u1ec9 s\u1ed1 n\u00e0o t\u1ed1t h\u01a1n ch\u1ec9 s\u1ed1 n\u00e0o. C\u1ea3 ba \u0111\u1ec1u t\u0103ng gi\u00e1 tr\u1ecb cho tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n, b\u1ea1n ph\u1ea3i c\u1ea7n s\u1eed d\u1ee5ng ch\u00fang m\u1ed9t c\u00e1ch ph\u00f9 h\u1ee3p v\u1edbi chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a c\u00f4ng ty.<\/p>\n\n\n\n<p>\u00dd m\u00ecnh mu\u1ed1n n\u00f3i \u1edf \u0111\u00e2y l\u00e0 m\u1ecdi doanh nghi\u1ec7p \u0111\u1ec1u c\u00f3 \u0111i\u1ec3m kh\u00e1c bi\u1ec7t. Nh\u01b0 m\u1ed9t s\u1ed1 c\u00f4ng ty d\u00f9ng chi\u1ebfn l\u01b0\u1ee3c c\u1ea1nh tranh gi\u00e1 th\u1ea5p n\u00ean s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ecbu \u1ea3nh h\u01b0\u1edfng b\u1edfi qu\u00e1 nhi\u1ec1u y\u1ebfu t\u1ed1, mi\u1ec5n l\u00e0 m\u1ecdi ng\u01b0\u1eddi c\u00f3 th\u1ec3 mua \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m c\u1ee7a h\u1ecd v\u1edbi gi\u00e1 r\u1ebb l\u00e0 h\u00e0i l\u00f2ng. Ng\u01b0\u1ee3c l\u1ea1i, c\u00e1c ng\u00e0nh d\u1ecbch v\u1ee5 t\u1eadp trung r\u1ea5t nhi\u1ec1u v\u00e0o to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m nh\u01b0 kh\u00e1ch s\u1ea1n ho\u1eb7c nh\u00e0 h\u00e0ng. Th\u1ee9c \u0103n c\u00f3 th\u1ec3 tuy\u1ec7t v\u1eddi nh\u01b0ng n\u1ebfu nh\u00e2n vi\u00ean g\u1ecdi sai m\u00f3n, kh\u00f4ng th\u00e2n thi\u1ec7n ho\u1eb7c gi\u00e1 qu\u00e1 cao th\u00ec s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd th\u1ea5p.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"490\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/so-sanh-nps-csat-ces-1024x490.jpg\" alt=\"so s\u00e1nh nps csat ces\" class=\"wp-image-8064\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/so-sanh-nps-csat-ces-scaled.jpg 1024w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/so-sanh-nps-csat-ces-scaled.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/so-sanh-nps-csat-ces-scaled.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/so-sanh-nps-csat-ces-scaled.jpg 1536w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/so-sanh-nps-csat-ces-scaled.jpg 2048w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/so-sanh-nps-csat-ces-scaled.jpg 600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption>\u0110\u00e2u l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t?<\/figcaption><\/figure>\n\n\n\n<p>D\u01b0\u1edbi \u0111\u00e2y s\u1ebd th\u1ea3o lu\u1eadn v\u1ec1 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 s\u1eed d\u1ee5ng ba ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng NPS, CES v\u00e0 CSAT. H\u00e3y nh\u1edb r\u1eb1ng \u0111\u00e2y l\u00e0 nh\u1eefng h\u01b0\u1edbng d\u1eabn chung ch\u1ee9 kh\u00f4ng ri\u00eang cho m\u1ed7i ng\u00e0nh ngh\u1ec1 hay doanh nghi\u1ec7p n\u00e0o v\u00ec m\u1ed7i c\u00f4ng ty \u0111\u1ec1u c\u00f3 \u0111\u1eb7c \u0111i\u1ec3m ri\u00eang. V\u00ec v\u1eady h\u00e3y coi \u0111\u00e2y l\u00e0 m\u1ed9t tham kh\u1ea3o \u0111\u1ec3 d\u1ef1a v\u00e0o \u0111\u00f3 \u00e1p d\u1ee5ng cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">6. C\u00e1ch s\u1eed d\u1ee5ng NPS, CES v\u00e0 CSAT hi\u1ec7u qu\u1ea3<\/h2>\n\n\n\n<p>M\u1ed9t nghi\u00ean c\u1ee9u cho th\u1ea5y c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 ban \u0111\u1ea7u s\u1eed d\u1ee5ng thi\u00ean v\u1ec1 m\u1ed9t ch\u1ec9 s\u1ed1 nh\u01b0 NPS ho\u1eb7c CSAT, nh\u01b0ng theo th\u1eddi gian c\u00f3 xu h\u01b0\u1edbng s\u1eed d\u1ee5ng \u0111a d\u1ea1ng c\u00e1c ch\u1ec9 s\u1ed1 h\u01a1n \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng th\u00f4ng tin, d\u1eef li\u1ec7u ch\u00ednh x\u00e1c nh\u1ea5t. Vi\u1ec7c l\u1ef1a ch\u1ecdn c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng kh\u00f4ng ph\u1ea3i l\u00e0 y\u1ebfu t\u1ed1 ch\u00ednh d\u1eabn \u0111\u1ebfn th\u00e0nh c\u00f4ng c\u1ee7a CX, m\u00e0 l\u00e0 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i thi\u1ec7n doanh nghi\u1ec7p d\u1ef1a tr\u00ean th\u00f4ng tin thu th\u1eadp \u0111\u01b0\u1ee3c.<\/p>\n\n\n\n<p>M\u1ed9t c\u00f4ng ty t\u00edch c\u1ef1c c\u1ea3i thi\u1ec7n d\u1ef1a tr\u00ean c\u00e1c ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng khi ch\u1ec9 s\u1ed1 l\u00f2ng trung th\u00e0nh s\u1ebd t\u1ed1t h\u01a1n nh\u1eefng c\u00f4ng ty d\u00e0nh qu\u00e1 nhi\u1ec1u th\u1eddi gian \u0111\u1ec3 t\u00ecm ki\u1ebfm m\u1ed9t con s\u1ed1 ho\u00e0n h\u1ea3o nh\u1eb1m \u0111\u1ea1i di\u1ec7n cho l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>B\u00e2y gi\u1edd, khi n\u00f3i \u0111\u1ebfn vi\u1ec7c s\u1eed d\u1ee5ng NPS, CES v\u00e0 CSAT, \u0111i\u1ec1u \u0111\u1ea7u ti\u00ean c\u1ea7n xem x\u00e9t l\u00e0 li\u1ec7u b\u1ea1n \u0111ang \u0111o l\u01b0\u1eddng t\u00ecnh tr\u1ea1ng c\u1ee7a m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng t\u1ed5ng th\u1ec3 hay nh\u1eadn ph\u1ea3n h\u1ed3i sau m\u1ed9t tr\u1ea3i nghi\u1ec7m ho\u1eb7c \u0111i\u1ec3m ti\u1ebfp x\u00fac g\u1ea7n \u0111\u00e2y.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">6.1. NPS v\u00e0 CSAT d\u00f9ng \u0111\u1ec3 kh\u1ea3o s\u00e1t m\u1ed1i quan h\u1ec7 gi\u1eefa kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p<\/h3>\n\n\n\n<p>C\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t v\u1ec1 m\u1ed1i quan h\u1ec7 th\u01b0\u1eddng \u0111\u01b0\u1ee3c ti\u1ebfn h\u00e0nh \u00edt nh\u1ea5t 1 l\u1ea7n m\u1ed7i n\u0103m \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 t\u1ed5ng th\u1ec3 v\u1ec1 c\u00e1ch kh\u00e1ch h\u00e0ng nh\u00ecn nh\u1eadn v\u1ec1 t\u1ed5 ch\u1ee9c v\u00e0 c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c cung c\u1ea5p. M\u1ed9t s\u1ed1 c\u00f4ng ty kh\u1ea3o s\u00e1t th\u01b0\u1eddng xuy\u00ean h\u01a1n, \u0111i\u1ec1u n\u00e0y ho\u00e0n to\u00e0n t\u1ed1t nh\u01b0ng c\u1ea7n ph\u1ea3i ph\u00e2n b\u1ed5 h\u1ee3p l\u00fd v\u00e0 c\u1ea9n th\u1eadn \u0111\u1ec3 kh\u00f4ng l\u00e0m phi\u1ec1n, qu\u00e1 t\u1ea3i cho kh\u00e1ch h\u00e0ng b\u1edfi c\u00e1c y\u00eau c\u1ea7u kh\u1ea3o s\u00e1t.<\/p>\n\n\n\n<p>NPS v\u00e0 CSAT \u0111\u1ec1u c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng hi\u1ec7u qu\u1ea3 cho c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t m\u1ed1i quan h\u1ec7. Ngo\u00e0i c\u00e2u h\u1ecfi ch\u00ednh v\u1ec1 l\u00f2ng trung th\u00e0nh, c\u00e1c c\u00e2u h\u1ecfi ch\u1ea9n \u0111o\u00e1n b\u1ed5 sung c\u00e1c thu\u1ed9c t\u00ednh li\u00ean quan c\u1ea7n c\u00f3 nh\u01b0 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng d\u1ecbch v\u1ee5, v.v. Nh\u1eefng c\u00e2u h\u1ecfi n\u00e0y n\u00ean \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 c\u00e1c y\u1ebfu t\u1ed1 trong \u201cl\u1eddi h\u1ee9a th\u01b0\u01a1ng hi\u1ec7u\u201d c\u1ee7a c\u00f4ng ty b\u1ea1n.<\/p>\n\n\n\n<p>S\u1ebd l\u00e0 \u00fd ki\u1ebfn \u200b\u200bhay khi th\u00eam \u00edt nh\u1ea5t m\u1ed9t c\u00e2u h\u1ecfi m\u1edf \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 c\u01a1 h\u1ed9i gi\u1ea3i th\u00edch x\u1ebfp h\u1ea1ng c\u1ee7a h\u1ecd ho\u1eb7c chia s\u1ebb c\u00e1c v\u1ea5n \u0111\u1ec1 kh\u00f4ng \u0111\u01b0\u1ee3c tr\u00ecnh b\u00e0y trong cu\u1ed9c kh\u1ea3o s\u00e1t. V\u1ec1 \u0111\u1ed9 d\u00e0i c\u1ee7a cu\u1ed9c kh\u1ea3o s\u00e1t, c\u00e1c chuy\u00ean gia trong ng\u00e0nh th\u01b0\u1eddng khuy\u1ebfn ngh\u1ecb gi\u1edbi h\u1ea1n cu\u1ed9c kh\u1ea3o s\u00e1t \u1edf m\u1ee9c t\u1ed1i \u0111a 10 \u0111\u1ebfn 15 c\u00e2u h\u1ecfi c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi trong 10 ph\u00fat ho\u1eb7c \u00edt h\u01a1n.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">6.2. CSAT v\u00e0 CES d\u00f9ng \u0111\u1ec3 kh\u1ea3o s\u00e1t t\u1ea1i \u0111i\u1ec3m ti\u1ebfp x\u00fac<\/h3>\n\n\n\n<p>Kh\u1ea3o s\u00e1t \u0111i\u1ec3m ti\u1ebfp x\u00fac \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i sau khi kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c b\u1ed9 ph\u1eadn kh\u00e1c nhau c\u1ee7a t\u1ed5 ch\u1ee9c. M\u1ee5c ti\u00eau c\u1ee7a cu\u1ed9c kh\u1ea3o s\u00e1t \u0111i\u1ec3m ti\u1ebfp x\u00fac l\u00e0 \u0111\u1ec3 hi\u1ec3u t\u1ed5 ch\u1ee9c ho\u1ea1t \u0111\u1ed9ng t\u1ed1t nh\u01b0 th\u1ebf n\u00e0o t\u1ea1i th\u1eddi \u0111i\u1ec3m \u0111\u00f3 trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ed1i v\u1edbi m\u1ee5c ti\u00eau n\u00e0y, CSAT v\u00e0 CES \u0111\u1ec1u c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng t\u1ed1t. C\u00e2u h\u1ecfi NPS \u201cB\u1ea1n c\u00f3 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u v\u1edbi b\u1ea1n b\u00e8 ng\u01b0\u1eddi th\u00e2n?\u201d c\u00f3 th\u1ec3 g\u00e2y nh\u1ea7m l\u1eabn cho kh\u00e1ch h\u00e0ng v\u00ec h\u00e0nh vi gi\u1edbi thi\u1ec7u th\u01b0\u1eddng d\u1ef1a tr\u00ean nhi\u1ec1u h\u01a1n m\u1ed9t t\u01b0\u01a1ng t\u00e1c g\u1ea7n \u0111\u00e2y.<\/p>\n\n\n\n<p>C\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t \u0111i\u1ec3m ti\u1ebfp x\u00fac ph\u1ea3i c\u00e0ng ng\u1eafn c\u00e0ng t\u1ed1t \u0111\u1ec3 t\u1ed1i \u0111a h\u00f3a t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i. C\u00f3 th\u1ec3 y\u00eau c\u1ea7u m\u1ed9t s\u1ed1 th\u1eed nghi\u1ec7m \u0111\u1ec3 t\u00ecm ra s\u1ed1 l\u01b0\u1ee3ng c\u00e2u h\u1ecfi t\u1ed1t nh\u1ea5t v\u00e0 tr\u00e1nh m\u1ec7t m\u1ecfi cho kh\u1ea3o s\u00e1t. V\u00ed d\u1ee5, t\u1ea1i Sun Basket, c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t sau d\u1ecbch v\u1ee5 c\u00f3 t\u1eeb 5-8 c\u00e2u h\u1ecfi, \u0111\u01b0\u1ee3c g\u1eedi ch\u1ee7 y\u1ebfu qua email. Y\u00eau c\u1ea7u kh\u1ea3o s\u00e1t \u0111\u01b0\u1ee3c gi\u1edbi h\u1ea1n trong 45 ng\u00e0y.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">7. T\u1ef7 l\u1ec7 s\u1eed d\u1ee5ng c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"902\" height=\"374\" src=\"https:\/\/stawell-wordpress.sgp1.cdn.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/ti-le-su-dung-cac-chi-so-do-luong-trai-nghiem-khach-hang.jpg\" alt=\"T\u1ec9 l\u1ec7 s\u1eed d\u1ee5ng c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng\" class=\"wp-image-8062\" srcset=\"https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/ti-le-su-dung-cac-chi-so-do-luong-trai-nghiem-khach-hang.jpg 902w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/ti-le-su-dung-cac-chi-so-do-luong-trai-nghiem-khach-hang.jpg 300w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/ti-le-su-dung-cac-chi-so-do-luong-trai-nghiem-khach-hang.jpg 768w, https:\/\/stawell-wordpress.sgp1.digitaloceanspaces.com\/wp-content\/uploads\/2020\/12\/ti-le-su-dung-cac-chi-so-do-luong-trai-nghiem-khach-hang.jpg 600w\" sizes=\"auto, (max-width: 902px) 100vw, 902px\" \/><figcaption>T\u1ec9 l\u1ec7 s\u1eed d\u1ee5ng ch\u1ec9 s\u1ed1 NPS, CSAT, CES<\/figcaption><\/figure>\n\n\n\n<p>Bi\u1ec3u \u0111\u1ed3 tr\u00ean cho th\u1ea5y, ch\u1ec9 s\u1ed1 NPS v\u00e0 CSAT l\u00e0 hai ch\u1ec9 s\u1ed1 ph\u1ed5 bi\u1ebfn nh\u1ea5t, nh\u1eefng ng\u01b0\u1eddi<strong> m\u1edbi b\u1eaft \u0111\u1ea7u<\/strong> tri\u1ec3n khai \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, ch\u1ee7 y\u1ebfu s\u1eed d\u1ee5ng ch\u1ec9 s\u1ed1 NPS. C\u00e0ng v\u1ec1 sau, khi \u0111\u00e3 c\u00f3 kinh nghi\u1ec7m, h\u1ecd d\u1ea7n chuy\u1ec3n sang \u0111a d\u1ea1ng ch\u1ec9 s\u1ed1 h\u01a1n, c\u0169ng v\u00ec th\u1ebf m\u00e0 NPS gi\u1ea3m d\u1ea7n nh\u01b0\u1eddng ch\u1ed7 cho CES v\u00e0 CSAT. CES l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 m\u1edbi v\u00e0 kh\u00e1 k\u00e9n ng\u00e0nh n\u00ean v\u1ec1 sau, khi hi\u1ec3u r\u00f5 v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00ec c\u00e1c doanh nghi\u1ec7p m\u1edbi b\u1eaft \u0111\u1ea7u \u00e1p d\u1ee5ng ch\u1ec9 s\u1ed1 n\u00e0y v\u00e0o \u0111o l\u01b0\u1eddng.<\/p>\n\n\n\n<p>C\u00e1c nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng \u0111\u1ed1i v\u1edbi c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o CX nhi\u1ec1u kinh nghi\u1ec7m, h\u1ecd kh\u00f4ng c\u00f3 m\u1ed9t th\u01b0\u1edbc \u0111o n\u00e0o t\u1ed1t nh\u1ea5t \u0111\u1ec3 ph\u00f9 h\u1ee3p cho m\u1ecdi t\u00ecnh hu\u1ed1ng. C\u00f3 ngh\u0129a l\u00e0, c\u00e1c lo\u1ea1i l\u00f2ng trung th\u00e0nh kh\u00e1c nhau y\u00eau c\u1ea7u c\u00e1c s\u1ed1 li\u1ec7u kh\u00e1c nhau.<\/p>\n\n\n\n<p>Nh\u00ecn chung, c\u00e1c c\u00f4ng ty th\u01b0\u1eddng s\u1eed d\u1ee5ng k\u1ebft h\u1ee3p CSAT, CES, NPS v\u1edbi nhau, v\u00e0 ch\u1ec9 c\u00f3 kho\u1ea3ng 19% c\u00e1c c\u00f4ng ty ch\u1ec9 d\u00f9ng m\u1ed9t ch\u1ec9 s\u1ed1. C\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o CX kh\u00f4ng n\u00ean \u0111\u1eb7t hy v\u1ecdng v\u00e0o b\u1ea5t k\u1ef3 ch\u1ec9 s\u1ed1 n\u00e0o. Thay v\u00e0o \u0111\u00f3, h\u00e3y th\u1ef1c hi\u1ec7n nghi\u00ean c\u1ee9u th\u00edch h\u1ee3p \u0111\u1ec3 ch\u1ecdn c\u00e1c ch\u1ec9 s\u1ed1 d\u1ef1 \u0111o\u00e1n k\u1ebft qu\u1ea3 kinh doanh mong mu\u1ed1n.<\/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>Nh\u01b0 b\u1ea1n c\u00f3 th\u1ec3 th\u1ea5y b\u1eb1ng c\u00e1ch so s\u00e1nh CSAT, CES v\u00e0 NPS, ch\u00fang ta kh\u00f4ng th\u1ec3 x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c ch\u1ec9 s\u1ed1 n\u00e0o l\u00e0 t\u1ed1t nh\u1ea5t b\u1edfi v\u00ec m\u1ed7i ch\u1ec9 s\u1ed1 \u0111\u1ec1u c\u00f3 m\u1ee5c \u0111\u00edch c\u1ee5 th\u1ec3 v\u00e0 c\u00e1ch ti\u1ebfp c\u1eadn \u0111\u1ed9c \u0111\u00e1o \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>N\u1ebfu lo\u1ea1i b\u1ecf b\u1ea5t k\u1ef3 ch\u1ec9 s\u1ed1 n\u00e0o trong s\u1ed1 ch\u00fang kh\u1ecfi h\u1ec7 th\u1ed1ng \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd m\u1ea5t \u0111i nh\u1eefng th\u00f4ng tin chi ti\u1ebft c\u00f3 gi\u00e1 tr\u1ecb m\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 c\u00f2n l\u1ea1i kh\u00f4ng th\u1ec3 cung c\u1ea5p. M\u1eb7t kh\u00e1c, b\u1eb1ng c\u00e1ch d\u1ef1a v\u00e0o m\u1ed7i ch\u1ec9 s\u1ed1, b\u1ea1n s\u1ebd t\u1ed5ng h\u1ee3p \u0111\u01b0\u1ee3c \u0111a d\u1ea1ng c\u00e1c th\u00f4ng tin cho ph\u00e9p b\u1ea1n \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb c\u00e1c kh\u00eda c\u1ea1nh ho\u00e0n to\u00e0n kh\u00e1c nhau.<\/p>\n\n\n\n<p>B\u1ea1n c\u00f3 th\u1ec3 theo d\u00f5i h\u1ecd trong c\u1ea3 ng\u1eafn h\u1ea1n v\u00e0 d\u00e0i h\u1ea1n, theo d\u00f5i m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, theo d\u00f5i n\u1ed7 l\u1ef1c h\u1ecd ph\u1ea3i th\u1ef1c hi\u1ec7n trong su\u1ed1t h\u00e0nh tr\u00ecnh v\u00e0 theo d\u00f5i s\u1ef1 quan t\u00e2m c\u1ee7a h\u1ecd trong vi\u1ec7c tr\u1edf th\u00e0nh ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>NPS, CES v\u00e0 CSAT l\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Gi\u00fap doanh nghi\u1ec7p&#8230;<\/p>\n","protected":false},"author":7,"featured_media":8064,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[29,1860],"tags":[],"yst_prominent_words":[1126,221,185,1583,329,330,95,331,217,652,222,216,102],"class_list":["post-8041","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\/8041","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\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/comments?post=8041"}],"version-history":[{"count":25,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts\/8041\/revisions"}],"predecessor-version":[{"id":10189,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/posts\/8041\/revisions\/10189"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/media\/8064"}],"wp:attachment":[{"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/media?parent=8041"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/categories?post=8041"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/tags?post=8041"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/khaosat.me\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=8041"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}