{"id":53561,"date":"2021-12-20T23:13:33","date_gmt":"2021-12-20T15:13:33","guid":{"rendered":"https:\/\/www.growthhk.cn\/?p=53561"},"modified":"2021-12-20T23:13:48","modified_gmt":"2021-12-20T15:13:48","slug":"%e5%87%80%e6%8e%a8%e8%8d%90%e5%80%bc%ef%bc%88nps%ef%bc%89%e5%ae%8c%e6%95%b4%e8%a1%8c%e5%8a%a8%e6%8c%87%e5%8d%97","status":"publish","type":"post","link":"https:\/\/www.growthhk.cn\/quan\/53561.html","title":{"rendered":"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357"},"content":{"rendered":"\n<p>\u968f\u7740\u8d8a\u6765\u8d8a\u591a\u7684SaaS\u516c\u53f8\u60f3\u8981\u63d0\u9ad8\u5ba2\u6237\u5fe0\u8bda\u5ea6\uff0c\u4f7f\u5f97\u8861\u91cf\u5fe0\u8bda\u5ea6\u7684\u65b9\u6cd5\u5f97\u5230\u4e86\u53d1\u5c55\uff0c\u5176\u4e2d\u6700\u53d7\u6b22\u8fce\u7684\u65b9\u5f0f\u4e4b\u4e00\u5c31\u662f\u51c0\u63a8\u8350\u503c(NPS)\u3002<\/p>\n\n\n\n<p>\u5b9e\u9645\u4e0a\uff0c\u5168\u7403\u670955%\u7684\u516c\u53f8\u4f7f\u7528NPS\u6765\u8861\u91cf\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u3002<\/p>\n\n\n\n<p>\u51c0\u63a8\u8350\u503c\u4e0d\u662f\u4e00\u4e2a\u201c\u865a\u8363\u6307\u6807\u201d\uff0c\u5f53\u4f60\u4e0e\u5ba2\u6237\u7684\u5de5\u4f5c\u53d1\u751f\u4ea4\u53c9\u5f15\u7528\u65f6\uff0cNPS\u53ef\u4ee5\u7528\u6765\u63a8\u65ad\u5ba2\u6237\u5b9e\u9645\u4e0a\u4f7f\u7528\u611f\u5230\u9ad8\u5174\u7684\u60c5\u51b5\u3002\u4f60\u53ef\u4ee5\u5229\u7528\u8fd9\u4e9b\u201c\u884c\u4e3a\u6a21\u5f0f\u201d\u7684\u89c1\u89e3\u6765\u6307\u5bfc\u4f60\u7684\u5ba2\u6237\u4f7f\u7528\u4ea7\u54c1\u3002\u56e0\u6b64\uff0cNPS\u53ef\u4ee5\u6307\u5bfc\u65b0\u624b\u5165\u95e8\u548c\u4ea7\u54c1\u5f00\u53d1\uff0c\u5e2e\u52a9\u4f60\u51cf\u5c11\u5ba2\u6237\u6d41\u5931\u5e76\u63d0\u9ad8\u7559\u5b58\u7387\u3002<\/p>\n\n\n\n<p>\u662f\u5426\u60f3\u77e5\u9053\u5982\u4f55\u8861\u91cf\u4f60\u7684NPS\uff1f\u5982\u4f55\u901a\u8fc7\u5ba2\u6237\u6570\u636e\u7684\u4ea4\u53c9\u5f15\u7528\u4ee5\u6307\u5bfc\u4ea7\u54c1\u7684\u5f00\u53d1\u548c\u65b0\u624b\u5165\u95e8\uff1f\u6211\u4eec\u6574\u7406\u4e86\u4e00\u4efd\u5b8c\u6574\u7684NPS\u884c\u52a8\u6307\u5357\uff0c\u65b9\u4fbfSaaS\u56e2\u961f\u53ef\u4ee5\u8fdb\u884c\u4e86\u89e3\u548c\u5b66\u4e60\u3002<\/p>\n\n\n\n<p>Part 1\uff1a\u6211\u4eec\u5c06\u4ecb\u7ecd\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u7684\u6982\u5ff5\u3001NPS\u7684\u8ba1\u7b97\u65b9\u5f0f\u4ee5\u53caNPS\u5bf9\u4e8e\u4e0d\u540c\u53d7\u8bbf\u8005\u7684\u610f\u6db5\u3002<\/p>\n\n\n\n<p>Part 2\uff1a\u6211\u4eec\u5c06\u8ba8\u8bba\u4f7f\u7528NPS\u4f5c\u4e3a\u5ea6\u91cf\u6307\u6807\u7684\u5229\u5f0a\uff0c\u4ee5\u53ca\u4e3a\u4ec0\u4e48NPS\u662f\u6709\u7528\u7684\u5ea6\u91cf\u6307\u6807\u3002<\/p>\n\n\n\n<p>Part 3\uff1a\u6211\u4eec\u5c06\u7814\u7a76\u5982\u4f55\u5145\u5206\u5229\u7528NPS\u5e76\u6536\u96c6\u6240\u9700\u7684\u6570\u636e\u3002<\/p>\n\n\n\n<p>Part 4\uff1a\u6211\u4eec\u5c06\u8ba8\u8bba\u5982\u4f55\u901a\u8fc7\u4ee5\u4e0b\u65b9\u5f0f\u4f7f\u7528\u6570\u636e\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u5206\u6570\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u7b80\u5316\u65b0\u624b\u6d41\u7a0b\uff0c\u6307\u5bfc\u5ba2\u6237\u8fbe\u5230\u6240\u9700\u8fbe\u5230\u7684\u884c\u4e3a\u6a21\u5f0f\uff08\u9ad8NPS\u5f97\u5206\u76f8\u5173\u7684\u201cAHA\u65f6\u523b\u201d\uff09\u3002<\/li><li>\u6539\u5584\u4f60\u7684\u4ea7\u54c1\u6216\u670d\u52a1\u3002<\/li><\/ul>\n\n\n\n<h1 class=\"wp-block-heading\">\u4e00\u3001\u4ec0\u4e48\u662f\u51c0\u63a8\u8350\u503c(NPS)\uff1f<\/h1>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoFeQEzo5Pdw.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>2003\u5e74Fred Reichheld\u5728\u54c8\u4f5b\u5546\u4e1a\u8bc4\u8bba\u53d1\u8868\u6587\u7ae0\u300aThe One Number You Need toGrow\u300b\u63d0\u51fa\u51c0\u63a8\u8350\u503c(Net Promoter Score)\u7684\u6982\u5ff5\uff0c\u7b80\u79f0NPS\u30022006\u5e74Fred Reichheld\u51fa\u7248\u300a\u7ec8\u6781\u95ee\u9898:\u521b\u9020\u826f\u6027\u5229\u6da6,\u4fc3\u8fdb\u6210\u957f\u300b\u7cfb\u7edf\u4ecb\u7ecdNPS\uff0c\u5e76\u57282011\u5e74\u51fa\u7248\u300a\u7ec8\u6781\u95ee\u98982.0 \uff1a\u5ba2\u6237\u9a71\u52a8\u7684\u4f01\u4e1a\u672a\u6765 \u300b\u628aNPS\u53d1\u5c55\u4e3a\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u6307\u6807\u4f53\u7cfb\u3002\u968f\u7740\u5168\u7403\u5404\u5730\u7684\u516c\u53f8\u6295\u5165\u5b9e\u8df5\uff0c\u76ee\u524d\u5b83\u5df2\u7136\u6210\u4e3a\u8861\u91cf\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u6700\u6d41\u884c\u6307\u6807\u4e4b\u4e00\u3002<\/p>\n\n\n\n<p>NPS\u8c03\u67e5\u901a\u5e38\u53ea\u6709\u4e00\u4e2a\u7b80\u5355\u7684\u95ee\u9898\uff08\u6839\u636e\u9700\u8981\u4f1a\u540e\u7eed\u63d0\u4f9b\u4e00\u4e2a\u5f00\u653e\u6027\u95ee\u9898\uff09\uff1a\u4f60\u5411\u670b\u53cb\u6216\u540c\u4e8b\u63a8\u8350{\u54c1\u724c\/\u4ea7\u54c1\/\u670d\u52a1}\u7684\u53ef\u80fd\u6027\u6709\u591a\u5927\uff1f<\/p>\n\n\n\n<p>\u53d7\u8bbf\u8005\u4ee50~10\u5206\u6765\u8868\u793a\uff0c0\u5206\u8868\u793a\u201c\u5b8c\u5168\u4e0d\u53ef\u80fd\u201d\uff0c10\u5206\u8868\u793a\u201c\u975e\u5e38\u53ef\u80fd\u201d\u3002\u8c03\u67e5\u7ed3\u675f\u540e\uff0c\u53ef\u4ee5\u6839\u636e\u53d7\u8bbf\u8005\u56de\u7b54\u7684\u5206\u6570\u5212\u5206\u4e3a3\u7ec4\uff08\u6bcf\u4e2a\u7ec4\u4e2d\u90fd\u4f1a\u5305\u542b\u4e0d\u540c\u7c7b\u578b\u7684\u5ba2\u6237\uff09\uff1a<\/p>\n\n\n\n<p><strong>\u63a8\u8350\u8005<\/strong>\uff1a9~10\u5206\uff1b\u63a8\u8350\u8005\u7406\u8bba\u4e0a\u662f\u6700\u53ef\u80fd\u63a8\u8350\u4f60\u7684\u4ea7\u54c1\u7684\u4eba\uff0c\u4ed6\u4eec\u57fa\u672c\u4e0a\u5bf9\u4f60\u7684\u4ea7\u54c1\u8868\u793a\u6ee1\u610f\uff0c\u4e5f\u662f\u4f60\u7684\u5fe0\u5b9e\u5ba2\u6237\u3002<\/p>\n\n\n\n<p><strong>\u4e2d\u7acb\u8005<\/strong><strong>\uff1a<\/strong>7~8\u5206\uff1b\u4e2d\u7acb\u8005\u662f\u5904\u4e8e\u6447\u6446\u7acb\u573a\u7684\u4eba\uff0c\u4ed6\u4eec\u559c\u6b22\u4f60\u7684\u4ea7\u54c1\uff0c\u4f46\u662f\u5e76\u4e0d\u4f1a\u8db3\u4ee5\u8ba9\u4ed6\u4eec\u613f\u610f\u5192\u7740\u5f71\u54cd\u58f0\u8a89\u7684\u98ce\u9669\u53bb\u63a8\u8350\u3002<\/p>\n\n\n\n<p><strong>\u6279\u8bc4\u8005<\/strong><strong>\uff1a<\/strong>0~6\u5206\uff1b\u6279\u8bc4\u8005\u662f\u5bf9\u4f60\u7684\u4ea7\u54c1\u4f4e\u6ee1\u610f\u5ea6\u6216\u5b8c\u5168\u4e0d\u6ee1\u610f\u7684\u4eba\uff0c\u4ed6\u4eec\u5927\u591a\u8868\u73b0\u4e3a\u4e0d\u63a8\u8350\uff0c\u751a\u81f3\u4f1a\u9f13\u52b1\u5176\u4ed6\u4eba\u4e0d\u8d2d\u4e70\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. \u5982\u4f55\u8ba1\u7b97\u4f60\u7684NPS\uff1f<\/h2>\n\n\n\n<p>\u8ba1\u7b97\u516c\u5f0f\uff1a\u51c0\u63a8\u8350\u503c(NPS)\u5f97\u5206 = \u603b\u63a8\u8350\u8005\u767e\u5206\u6bd4 \u2013 \u603b\u6279\u8bc4\u8005\u767e\u5206\u6bd4<\/p>\n\n\n\n<p>\u793a\u4f8b\uff1a\u53d7\u8bbf\u8005\u56de\u7b549~10\u5206\u7684\u6bd4\u4f8b\u4e3a50%\uff1b\u56de\u7b540~6\u5206\u7684\u6bd4\u4f8b\u4e3a20%\u3002\u90a3\u4f60\u7684NPS\u5f97\u5206\u4e3a50-20=30\u3002<\/p>\n\n\n\n<p>\u90a3\u4e48NPS=30\u5206\uff0c\u662f\u7b97\u597d\u8fd8\u662f\u5dee\u5462\uff1f<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. \u826f\u597d\u7684\u51c0\u63a8\u8350\u503c(NPS)\u662f\u591a\u5c11\uff1f<\/h2>\n\n\n\n<p>NPS\u5f97\u5206\u533a\u95f4\u8868\u793a\u4e3a-100\u5230100\uff0c\u5982\u679c\u516c\u53f8\u7684\u6279\u8bc4\u8005\u8005\u591a\u4e8e\u63a8\u8350\u8005\uff0c\u5219\u5f97\u5206\u4e3a\u8d1f\uff1b\u53cd\u4e4b\uff0c\u5219\u5f97\u5206\u4e3a\u6b63\u3002\u4e00\u822c\u6765\u8bf4\uff0cNPS\u22650\u4f1a\u88ab\u8ba4\u4e3a\u662f\u201c\u826f\u597d\u201d\u7684\u5206\u6570\uff0cNPS\uff1e30\u4f1a\u88ab\u8ba4\u4e3a\u662f\u201c\u4f18\u79c0\u201d\u7684\u5206\u6570\u3002\u5982\u679c\u4f60\u7684NPS\uff1c0\uff0c\u5219\u8868\u660e\u7684\u516c\u53f8\u9700\u8981\u9a6c\u4e0a\u5f00\u59cb\u7740\u624b\u63d0\u5347\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoFf4G1elz48.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u5f53\u7136\uff0c\u4e0d\u540c\u7684\u884c\u4e1a\u4f1a\u6709\u4e0d\u540c\u57fa\u51c6\uff0c\u800c\u4e14\u5404\u884c\u4e1a\u7684\u5e73\u5747\u5206\u6570\u5dee\u5f02\u5f88\u5927\u30022018\u5e74Verint\u7684\u8c03\u67e5\uff0cNetflix\u5f97\u5206\u4e3a64\uff0cPayPal\u5f97\u5206\u4e3a63\uff0c\u4e9a\u9a6c\u900a\u5f97\u5206\u4e3a54\uff0c Google \u5f97\u5206\u4e3a53\u548cApple\u5f97\u5206\u4e3a49\u3002\u53e6\u5916\uff0c\u50cf\u5a5a\u5e86\u884c\u4e1a\u7684NPS\u5206\u6570\u4f1a\u666e\u904d\u9ad8\u4e00\u4e9b\u3002\u4eceRetently\u57282021\u5e74\u7684NPS\u57fa\u51c6\u62a5\u544a\u4e2d\uff0cB2B Software &amp; SaaS\u7684NPS\u5e73\u5747\u5206\u6570\u4e3a30\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoFfUIjS9GrS.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u4e0e\u54a8\u8be2\u670d\u52a1\u548c\u6570\u5b57\u8425\u9500\u884c\u4e1a\u76f8\u6bd4\uff0c\u8fd9\u4e2a\u5206\u6570\u5dee\u5f02\u8fbe2\u500d\u3002\u4f46\u5982\u679c\u4f60\u662f\u4e3a\u4e86\u51fb\u8d25SaaS\u516c\u53f8\uff0c\u90a3\u4f60\u9700\u8981\u951a\u5b9a\u7684\u5206\u6570\u5c31\u662f30\u3002\u5f53\u7136\u5c06\u81ea\u5df1\u4e0e\u5176\u4ed6\u66f4\u597d\u5206\u6570\u7684\u884c\u4e1a\u6bd4\u8f83\u53ea\u4f1a\u8ba9\u4f60\u8d70\u7684\u66f4\u8fdc\u3002<\/p>\n\n\n\n<p>0~30\u5206\u7684\u533a\u95f4\u5bf9\u4e8eSaaS\u884c\u4e1a\u800c\u8a00\u867d\u662f\u53ef\u63a5\u53d7\u7684\u5206\u6570\uff0c\u5982\u679c\u4f60\u76ee\u524d\u4f4e\u4e8e\u884c\u4e1a\u5e73\u5747\u5206\uff0c\u8bf4\u660e\u8fd8\u6709\u53ef\u4ee5\u63d0\u5347\u7684\u7a7a\u95f4\u300270\u5206\u4ee5\u4e0a\uff0c\u610f\u5473\u7740\u4f60\u7684\u5ba2\u6237\u975e\u5e38\u559c\u6b22\u4f60\u7684\u54c1\u724c\/\u4ea7\u54c1\/\u670d\u52a1\uff0c\u8fd9\u5c5e\u4e8e\u201c\u5723\u676f\u201d\u6307\u6807\u3002<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">\u4e8c\u3001\u6211\u5e94\u8be5\u4f7f\u7528NPS\u5417\uff1f<\/h1>\n\n\n\n<p>Frederick Reichheld\uff08NPS\u7684\u521b\u5efa\u8005\uff09\u8868\u793a\uff0cNPS\u662f\u4f60\u552f\u4e00\u9700\u8981\u589e\u52a0\u7684\u6570\u5b57\u3002\u4ed6\u89e3\u91ca\u5230\u201c\u8981\u60f3\u5b9e\u73b0\u53ef\u6301\u7eed\u3001\u53ef\u76c8\u5229\u7684\u4e1a\u7ee9\u589e\u957f\uff0c\u9700\u8981\u8f6c\u5316\u66f4\u591a\u7684\u63a8\u8350\u8005\uff0c\u51cf\u5c11\u6279\u8bc4\u8005\uff0c\u5e76\u81f4\u529b\u4e8e\u4f7f\u6574\u4e2a\u7ec4\u7ec7\u7684NPS\u5f97\u5206\u900f\u660e\u5316\u3002\u201dNPS\u63d0\u51fa\u5230\u73b0\u5728\u5df2\u7ecf\u8fc7\u4e8618\u5e74\uff0c\u4eca\u5929\u8fd8\u4f1a\u9002\u7528\u5417\uff1f\u5b83\u8fd8\u4f1a\u662f\u4e00\u4e2a\u597d\u7684\u5ea6\u91cf\u6307\u6807\u5417\uff1f\u5b83\u8fd8\u53ef\u4ee5\u4e3a\u4f01\u4e1a\u63d0\u4f9b\u4ef7\u503c\u5417\uff1f<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. \u8d1f\u9762\u7684\u58f0\u97f3<\/h2>\n\n\n\n<p>\u6765\u81eaSchneider\u7b49\u4eba2008\u5e74\u7684\u7814\u7a76\uff0c\u8868\u793aReichheld\u6240\u5021\u5bfc\u768411\u70b9\u91cf\u8868\u5b9e\u9645\u4e0a\u5e76\u4e0d\u662f\u6700\u6709\u6548\u7684\u8861\u91cf\u6807\u51c6\uff0c\u4ed6\u4eec\u7684\u7814\u7a76\u53d1\u73b07\u70b9\u91cf\u8868\u5f97\u51fa\u7684\u7ed3\u679c\u66f4\u52a0\u51c6\u786e\u3002<\/p>\n\n\n\n<p>NPS\u7684\u5176\u4ed6\u6279\u8bc4\u8005\u6307\u51fa\uff0c\u4f7f\u7528\u5168\u90e8\u95ee\u9898\u6bd4\u5355\u4e2a\u95ee\u9898\u8981\u53ef\u9760\u5f97\u591a\uff0c\u5c06NPS\u7ed3\u679c\u4e0e\u5176\u4ed6\u5ea6\u91cf\u6307\u6807\u7ed3\u5408\u8d77\u6765\u53ef\u4ee5\u4ea7\u751f\u66f4\u597d\u7684\u6982\u51b5\u3002NPS\u7684\u6279\u8bc4\u8005\u4e00\u81f4\u8ba4\u4e3a\uff0cNPS\u4f5c\u4e3a\u8861\u91cf\u5ba2\u6237\u5fe0\u8bda\u5ea6\u7684\u5355\u4e00\u6807\u51c6\uff0c\u662f\u8fdc\u8fdc\u4e0d\u591f\u7684\u3002<\/p>\n\n\n\n<p>\u5b9e\u9645\u4e0a\uff0c\u5927\u591a\u6570SaaS\u4f1a\u4f7f\u7528\u5404\u79cd\u4e0d\u540c\u7684\u6307\u6807\uff0c\u5982\u5728\u8c03\u67e5\u4e2d\u628aNPS\u3001CSAT\u3001CES\u4e00\u8d77\u4f7f\u7528\uff0c\u4ee5\u66f4\u52a0\u6e05\u6670\u8868\u8fbe\u6982\u51b5\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. 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class=\"wp-block-heading\">3. \u4e3a\u4ec0\u4e48\u8981\u4f7f\u7528NPS\uff1f<\/h2>\n\n\n\n<p>\u4e0e\u5176\u4ed6\u5ea6\u91cf\u6307\u6807\u548c\u6570\u636e\u7ed3\u5408\u4f7f\u7528\u65f6\uff0cNPS\u4e3a\u4f60\u63d0\u4f9b\u4e86\u4e00\u79cd\u7b80\u5355\u800c\u5f3a\u5927\u7684\u65b9\u6cd5\u6765\u6355\u83b7\u5ba2\u6237\u5f53\u524d\u5bf9\u4f60\u4ea7\u54c1\u7684\u611f\u89c9\uff0c\u8fd9\u4e9b\u4fe1\u606f\u662f\u65e0\u4ef7\u7684\u3002<\/p>\n\n\n\n<p>\u4efb\u4f55\u60f3\u8981\u8861\u91cf\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u7684SaaS\u516c\u53f8\u90fd\u5e94\u5c1d\u8bd5\u4f7f\u7528NPS\u3002<\/p>\n\n\n\n<p>\u90a3\u4e48\uff0c\u4f60\u5e94\u8be5\u5982\u4f55\u6d4b\u91cf\u5b83\u5462\uff1f<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">\u4e09\u3001\u5982\u4f55\u6d4b\u91cfNPS<\/h1>\n\n\n\n<p>\u5728\u6d4b\u91cfNPS\u4e4b\u524d\uff0c\u9700\u8981\u8003\u8651\u4e00\u4e0b\u95ee\u9898\uff1a\u4f60\u4f7f\u7528\u4ec0\u4e48\u5de5\u5177\u6765\u6536\u96c6\u6570\u636e\uff1f\u6536\u96c6\u6570\u636e\u7684\u65b9\u5f0f\u662f\u4ec0\u4e48\uff08\u90ae\u4ef6\u3001\u5d4c\u5165\u7f51\u9875\u3001App\u6216\u5c0f\u7a0b\u5e8f\u5185\u7b49\uff09\uff1f\u4f60\u8be5\u5982\u4f55\u5904\u7406\u6570\u636e\uff1f<\/p>\n\n\n\n<p>\u63a5\u4e0b\u6765\uff0c\u6211\u4eec\u4f9d\u6b21\u6765\u4e00\u4e00\u8ba8\u8bba\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. \u9009\u62e9\u597d\u7528\u7684NPS\u5de5\u5177<\/h2>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoFgRD16bm5A.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u76ee\u524d\u5e02\u9762\u662f\u6709\u5f88\u591a\u4e0d\u9519\u7684\u5de5\u5177\uff0c\u63d0\u4f9bNPS\u7f51\u9875\u8c03\u67e5\u7684\u7a0b\u5e8f\uff08\u5982\uff0c\u91d1\u6570\u636e\u3001\u817e\u8baf\u95ee\u5377\uff09\uff1b\u63d0\u4f9bNPS\u5d4c\u5165\u96c6\u6210\u8c03\u67e5\u7684\u7a0b\u5e8f\uff0c\u53ef\u5feb\u901f\u96c6\u6210\u5728\u81ea\u5bb6\u4ea7\u54c1\u4e0a\uff08\u5982\uff0c360NPS\u3001Qualtrics\u3001Medallia\uff09\u3002<\/p>\n\n\n\n<p>\u4f7f\u7528\u5d4c\u5165\u96c6\u6210\u5de5\u5177\u53ef\u4ee5\u5728\u8c03\u67e5\u6536\u96c6\u53ef\u4ee5\u540c\u6b65\u5728\u5e73\u53f0\u67e5\u770b\u5e76\u5206\u6790NPS\u7ed3\u679c\u548c\u5ba2\u6237\u884c\u4e3a\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. 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alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u4f18\u52bf\uff1a\u53ef\u4ee5\u5f15\u8d77\u5ba2\u6237\u7684\u5173\u6ce8\uff0c\u5728\u5ba2\u6237\u4e0e\u4ea7\u54c1\u8fdb\u884c\u4e92\u52a8\u65f6\uff0c\u8fdb\u884c\u7b80\u77ed\u7684\u8c03\u67e5\u4f1a\u53d8\u5f97\u66f4\u5bb9\u6613\u4e00\u4e9b\u3002\u901a\u5e38\u4f7f\u7528\u8fd9\u79cd\u65b9\u5f0f\uff0c\u53ef\u4ee5\u6536\u96c6\u5230\u66f4\u591a\u7684\u6570\u636e\u3002\u4e0d\u8fc7\u8fd9\u4e5f\u610f\u5473\u7740\u4f60\u9700\u8981\u9488\u5bf9\u81ea\u5bb6\u4ea7\u54c1\u5185\u7684\u7279\u5b9a\u89e6\u70b9\u5b9a\u5236NPS\u8c03\u67e5\uff0c\u4f9d\u636e\u5177\u4f53\u7684\u5ba2\u6237\u884c\u4e3a\u548c\u573a\u666f\u89e6\u53d1\u8c03\u67e5\u3002<\/p>\n\n\n\n<p>\u5982\u679c\u4f60\u60f3\u77e5\u9053\u5ba2\u6237\u5bf9\u65b0\u529f\u80fd\u7684\u770b\u6cd5\uff0c\u5219\u53ef\u4ee5\u5728\u4ed6\u4eec\u4f7f\u7528\u65b0\u529f\u80fd\u65f6\u8fdb\u884cNPS\u8c03\u67e5\u663e\u793a\uff1a\u901a\u8fc7\u89c4\u5219\u8bbe\u7f6e\u53ef\u4ee5\u9650\u5236NPS\u8c03\u67e5\u5728\u7279\u5b9a\u7684\u7a97\u53e3\u4e0a\u663e\u793a\u3002<\/p>\n\n\n\n<p>\u52a3\u52bf\uff1a\u6709\u65f6\u5019\u4f1a\u5206\u6563\u5ba2\u6237\u5728\u4f7f\u7528\u4ea7\u54c1\u65f6\u7684\u6ce8\u610f\u529b\u3002\u5982\u679c\u4f60\u7684\u5ba2\u6237\u6b63\u5728\u8fdb\u884c\u4e00\u4e2a\u8fde\u7eed\u6027\u7684\u4efb\u52a1\uff0c\u800c\u4f60\u8bbe\u7f6e\u7684NPS\u8c03\u67e5\u5374\u4e2d\u65ad\u4e86\u4ed6\u7684\u64cd\u4f5c\uff0c\u90a3\u4e48\u5ba2\u6237\u7684\u53ef\u80fd\u4f1a\u4ea7\u751f\u8d1f\u9762\u7684\u60c5\u7eea\uff0c\u6700\u7ec8\u7684\u8c03\u67e5\u7ed3\u679c\u4e5f\u4f1a\u4ea7\u751f\u8f83\u4f4e\u7684\u5206\u6570\u3002\u53e6\u4e00\u65b9\u9762\uff0c\u4f60\u53ef\u4ee5\u901a\u8fc7\u8bbe\u7f6e\u89e6\u53d1\u89c4\u5219\u6765\u62b5\u6d88\u5728\u81ea\u5bb6\u4ea7\u54c1\u5185\u8fdb\u884cNPS\u8c03\u67e5\u7684\u5f71\u54cd\uff0c\u5982\uff0c\u5ba2\u6237\u8bbf\u95ee\u4e00\u5b9a\u6570\u91cf\u7684\u9875\u9762\u3001\u9875\u9762\u505c\u7559\u65f6\u95f4\u6216\u5b8c\u6210\u7279\u5b9a\u4efb\u52a1\u540e\u624d\u89e6\u53d1\u3002\u8fd9\u6837\uff0c\u4f60\u7684\u8c03\u67e5\u5c31\u4e0d\u4f1a\u9677\u5165\u56f0\u5883\uff0c\u80fd\u591f\u51cf\u5c11\u751a\u81f3\u89e3\u9664\u5bf9\u5ba2\u6237\u7684\u8d1f\u9762\u5f71\u54cd\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoGQcC3ixwmm.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<h1 class=\"wp-block-heading\">\u4e94\u3001\u90ae\u4ef6\u5f62\u5f0f\u7684NPS<\/h1>\n\n\n\n<p>\u8c03\u67e5\u901a\u8fc7\u90ae\u4ef6\u7684\u5f62\u5f0f\u5c06NPS\u8c03\u67e5\u53d1\u9001\u7ed9\u5ba2\u6237\u4e5f\u662f\u5e38\u7528\u7684\u65b9\u5f0f\uff0c\u4f60\u53ef\u4ee5\u628a\u8c03\u67e5\u5d4c\u5165\u90ae\u4ef6\u4e2d\uff0c\u4e5f\u53ef\u4ee5\u53ea\u53d1\u9001\u6307\u5411\u8c03\u67e5\u7684URL\u94fe\u63a5\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoGRRVVOfNx.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u4f18\u52bf\uff1a\u90ae\u4ef6\u5bf9\u5ba2\u6237\u7684\u4fb5\u5165\u6027\u6bd4\u8f83\u5c0f\uff0c\u9664\u975e\u4f60\u662f\u6bcf\u5929\u4f7f\u7528\u90ae\u4ef6\u6765\u8f70\u70b8\u5ba2\u6237\uff0c\u5426\u5219\u4ed6\u4eec\u5e76\u4e0d\u4f1a\u4ecb\u610f\u63a5\u6536\u5305\u542b\u8c03\u67e5\u7684\u90ae\u4ef6\u3002\u5ba2\u6237\u53ef\u4ee5\u5728\u81ea\u5df1\u95f2\u6687\u7684\u65f6\u95f4\u586b\u5199\u8c03\u67e5\uff0c\u8fd9\u6837\u5bf9\u4ed6\u4eec\u6765\u8bf4\u662f\u4f4e\u8d1f\u8377\u7684\uff0c\u5e76\u4e0d\u4f1a\u5206\u6563\u4ed6\u4eec\u7684\u6ce8\u610f\u529b\u3002<\/p>\n\n\n\n<p>\u52a3\u52bf\uff1a\u8fd9\u79cd\u5f62\u5f0f\u5fc5\u7136\u65e0\u6cd5\u6536\u53d6\u66f4\u591a\u6570\u91cf\u7684\u6570\u636e\uff0c\u5e76\u975e\u6bcf\u4e2a\u5ba2\u6237\u90fd\u4f1a\u6253\u5f00\u90ae\u4ef6\u5e76\u586b\u5199\u8c03\u67e5\u8868\uff0c\u8fd9\u6837\u7684\u6d41\u7a0b\u4f1a\u5bfc\u81f4\u6536\u96c6\u8f83\u5c11\u6570\u91cf\u7684\u53cd\u9988\uff0c\u5bf9\u4e8e\u51b3\u7b56\u8f93\u51fa\u6765\u8bf4\uff0c\u6570\u636e\u91cf\u652f\u6301\u662f\u8fdc\u8fdc\u4e0d\u591f\u7684\u3002<\/p>\n\n\n\n<p>\u53e6\u4e00\u65b9\u9762\uff0c\u90ae\u4ef6\u5f62\u5f0f\u66f4\u9002\u5408\u8ffd\u8e2a\u5d4c\u5165\u81ea\u5bb6\u4ea7\u54c1NPS\u8c03\u67e5\u7684\u540e\u7eed\u95ee\u9898\uff1a\u5982\u679c\u5ba2\u6237\u7ed9\u4f60\u7684\u5206\u6570\u662f\uff089~10\uff09\u9ad8\u5206\uff0c\u53ef\u4ee5\u901a\u8fc7\u7cfb\u7edf\u81ea\u52a8\u5411\u4ed6\u4eec\u53d1\u9001\u4e00\u4efd\u90ae\u4ef6\uff0c\u611f\u8c22\u4ed6\u4eec\u5bf9\u4e8e\u4f60\u7684\u652f\u6301\uff0c\u5e76\u9080\u8bf7\u4ed6\u4eec\u63d0\u4f9b\u5b9a\u6027\u53cd\u9988\u3002<\/p>\n\n\n\n<p>\u8fd9\u662f360NPS\u53d1\u9001\u7ed9\u201c\u63a8\u8350\u8005\u201d\u611f\u8c22\u90ae\u4ef6\u7684\u793a\u4f8b\u6a21\u677f\uff1a<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoGSE34OpTWI.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u5982\u679c\u5ba2\u6237\u7ed9\u4f60\u7684\u5206\u6570\u662f\uff08\u22646\uff09\u4f4e\u5206\uff0c\u8fd8\u53ef\u4ee5\u901a\u8fc7\u90ae\u4ef6\u7acb\u5373\u8ddf\u8fdb\u8be2\u95ee\uff0c\u5ba2\u6237\u5177\u4f53\u4e0d\u6ee1\u610f\u7684\u72b6\u51b5\uff0c\u4ee5\u53ca\u5982\u4f55\u6539\u8fdb\u53ef\u4ee5\u4e89\u53d6\u5ba2\u6237\u540e\u7eed\u7684\u63a8\u8350\u3002\u8fd9\u6837\u4f60\u4e0d\u4ec5\u53ef\u4ee5\u77e5\u9053\u9020\u6210\u4f4e\u5206\u7684\u539f\u56e0\uff0c\u8fd8\u80fd\u4f53\u73b0\u4f60\u5f88\u5728\u4e4e\u6bcf\u4e2a\u5ba2\u6237\u7684\u4e0d\u540c\u770b\u6cd5\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoHWUJEVSxem.jpg\" 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class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoHX8EdgdKAp.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u8fd9\u4e9b\u6d1e\u5bdf\u53ef\u4ee5\u4e3a\u6539\u5584\u5ba2\u6237\u7684\u5165\u95e8\u4f53\u9a8c\u548c\u63a8\u52a8\u4ea7\u54c1\u8425\u9500\u8ba1\u5212\u3002\u4f46\uff0c\u5177\u4f53\u5982\u4f55\u4ea4\u53c9\u5f15\u7528\u5462\uff1f<\/p>\n\n\n\n<p>\u6839\u636e\u4f60\u9009\u62e9\u7684\u5de5\u5177\uff0c\u5728\u5ba2\u6237\u6570\u636e\u5206\u6790\u4e2d\u67e5\u770bNPS\u8be6\u7ec6\u5f97\u5206\u60c5\u51b5\uff0c\u5e76\u4ee5CSV\u683c\u5f0f\u5bfc\u51fa\u5ba2\u6237\u884c\u4e3a\u6570\u636e\uff08\u767b\u5f55\u9891\u7387\u3001\u8bbf\u95ee\u65f6\u957f\u3001\u6d88\u8d39\u9891\u7387\u3001\u5ba2\u5355\u4ef7\u7b49\u7b49\uff09\uff0c\u901a\u8fc7\u7b5b\u9009\u7ec4\u5408\uff08\u5982\uff1a9~10\u5206+\u6bcf\u5929\u767b\u5f55+\u8bbf\u95ee\u65f6\u957f\uff1e1H\uff09\u8fdb\u884c\u90ae\u4ef6\u53d1\u9001\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoHXi83faPUc.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u5728360NPS\u4e2d\uff0c\u4f60\u8fd8\u53ef\u4ee5\u901a\u8fc7NPS\u5206\u6570\u8fdb\u884c\u5ba2\u6237\u8fc7\u6ee4\uff0c\u4f8b\u5982\u6839\u636e\u7279\u5b9a\u7684NPS\u5f97\u5206\u67e5\u8be2\u5ba2\u6237\u7684\u6d3b\u52a8\u7ea7\u522b\uff1a<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoHYk5jGRStY.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">2. 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alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u5982\u679c\u524d\u9762\u4f60\u9075\u5faa\u6211\u4eec\u7ed9\u51fa\u7684\u5efa\u8bae\uff0c\u90a3\u4e48\u4f60\u53ef\u4ee5\u7ee7\u7eed\u5f80\u4e0b\u770b\uff0c\u8fdb\u4e00\u6b65\u5bf9\u540e\u7eed\u95ee\u9898\u5206\u6790\u4f5c\u4e86\u89e3\u3002\u7531\u4e8e\u540e\u7eed\u95ee\u9898\u5c5e\u4e8e\u5b9a\u6027\u6570\u636e\uff0c\u6240\u4ee5\u9700\u8981\u66f4\u591a\u7684\u5de5\u4f5c\u91cf\u8fdb\u884c\u89e3\u8bfb\u3002<\/p>\n\n\n\n<p>\u5206\u6790\u6587\u672c\u5185\u5bb9\u6700\u6709\u6548\u7684\u65b9\u6cd5\u4e4b\u4e00\u5c31\u662f\u5c06\u5176\u8fdb\u884c\u5206\u7c7b\u3002\u4f60\u53ef\u4ee5\u901a\u8fc7\u521b\u5efa\u4e0d\u540c\u7684\u8bed\u6599\u5e93\uff08\u6807\u7b7e\u6216\u5173\u952e\u8bcd\uff09\u6765\u6267\u884c\u6b64\u64cd\u4f5c\uff0c\u5f53\u56de\u7b54\u4e2d\u63d0\u53ca\u67d0\u4e9b\u529f\u80fd\u65f6\uff0c\u5219\u53ef\u4ee5\u901a\u8fc7\u529f\u80fd\u8bed\u6599\u5e93\u8fdb\u884c\u5206\u7c7b\uff1b\u5982\u679c\u56de\u7b54\u4e2d\u8ba8\u8bba\u4e86\u4ea7\u54c1\u7684\u6613\u7528\u6027\uff0c\u90a3\u4e48\u5c31\u53ef\u4ee5\u628a\u5b83\u5206\u7c7b\u5230\u6613\u7528\u6027\u7684\u8bed\u6599\u5e93\u4e2d\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoIDi5LY997E.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u9700\u8981\u6ce8\u610f\u7684\u662f\uff0c\u5927\u591a\u6570\u56de\u7b54\u4f1a\u88ab\u540c\u65f6\u5212\u5206\u5230\u591a\u4e2a\u5206\u7c7b\uff0c\u56e0\u6b64\u9700\u8981\u4f7f\u7528\u591a\u4e2a\u8bed\u6599\u5e93\u6807\u8bb0\u3002\u8fd9\u5927\u5bb6\u542c\u8d77\u6765\u5e94\u8be5\u4f1a\u89c9\u5f97\u9ebb\u70e6\uff0c\u4f46\u662f\u53ef\u4ee5\u5229\u7528\u5de5\u5177\u5e2e\u4f60\u5feb\u901f\u89e3\u51b3\u8fd9\u4e2a\u95ee\u9898\u3002\u4f60\u53ef\u4ee5\u4f7f\u7528360NPS\u7684\u6587\u672c\u5206\u6790\u3001Monkeylearn\u548c\u767e\u5ea6\u60c5\u611f\u503e\u5411\u5206\u6790\u81ea\u52a8\u7b5b\u9009\u4f60\u7684NPS\u53cd\u9988\u5e76\u8fdb\u884c\u6807\u8bb0\uff0c\u8fdb\u884c\u6587\u672c\u6570\u636e\u5206\u7c7b\u3002<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">\u4e03\u3001\u5982\u4f55\u4f7f\u7528NPS<\/h1>\n\n\n\n<p>\u73b0\u5728\u5269\u4e0b\u7684\u4e8b\u60c5\u5c31\u662f\u8981\u5145\u5206\u7684\u5229\u7528\u597d\u4f60\u7684\u6570\u636e\uff0c\u5982\u679c\u4f60\u4e0d\u6253\u7b97\u62ff\u5b83\u6765\u6539\u5584\u4ea7\u54c1\u6216 \u63d0\u9ad8\u5ba2\u6237\u5fe0\u8bda\u5ea6\uff0c\u90a3\u4e48\u6536\u96c6\u548c\u5206\u6790NPS\u6570\u636e\u6beb\u65e0\u610f\u4e49\u3002\u9996\u5148\uff0c\u8ba9\u6211\u4eec\u770b\u4e00\u4e0b\u4f7f\u7528NPS\u6570\u636e\u6539\u5584\u4ea7\u54c1\u7684\u65b9\u6cd5\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. 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class=\"wp-block-heading\">2. 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class=\"wp-block-heading\">3. \u4f7f\u7528\u4f60\u7684\u5fe0\u5b9e\u5ba2\u6237\u8fdb\u884c\u63a8\u8350<\/h2>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoIETHujklTr.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>NPS\u4e0d\u4ec5\u6d89\u53ca\u6279\u8bc4\u8005\uff0c\u8fd8\u6709\u63a8\u8350\u8005\u3002\u5bf9\u4e8e\u516c\u53f8\u6765\u8bf4\u63a8\u8350\u8005\u662f\u975e\u5e38\u5b9d\u8d35\u7684\u6570\u5b57\u8d44\u4ea7\u3002\u8fd9\u4e9b\u5ba2\u6237\u5bf9\u4f60\u7684\u4ea7\u54c1\u975e\u5e38\u6ee1\u610f\uff0c\u5e76\u4e14\u5fe0\u8bda\u4e8e\u4f60\u7684\u54c1\u724c\u3002\u90a3\u4f60\u8be5\u600e\u4e48\u5408\u7406\u7684\u5229\u7528\u8d77\u6765\u5462\uff1f&nbsp;<\/p>\n\n\n\n<p>\u9996\u5148\uff0c\u4f60\u9700\u8981\u51b3\u5b9a\u4f60\u7684\u7684\u76ee\u6807\u662f\u4f7f\u7528\u4ed6\u4eec\u6765\u8fdb\u884c\u8f6c\u4ecb\u3001\u8bc4\u8bba\u8fd8\u662f\u6848\u4f8b\u7814\u7a76\uff1f<\/p>\n\n\n\n<p>\u6211\u4eec\u63a8\u8350\u4f60\u53ef\u4ee5\u5728NPS=9\u7684\u5ba2\u6237\u4e2d\u63d0\u53d6\u8bc4\u8bba\u548c\u6848\u4f8b\u7814\u7a76\uff0cNPS=10\u7684\u5ba2\u6237\u63d0\u53d6\u63a8\u8350\u7406\u7531\u3002\u4f60\u9700\u8981\u8054\u7cfb\u4ed6\u4eec\uff0c\u60f3\u529e\u6cd5\u83b7\u5f97\u4ed6\u4eec\u540c\u610f\u4f60\u4f7f\u7528\u8fd9\u4e9b\u5185\u5bb9\u3002\u901a\u5e38\u6700\u597d\u662f\u8ba9\u5ba2\u6237\u6210\u529f\u56e2\u961f\u53c2\u4e0e\u8fdb\u6765\uff0c\u56e0\u4e3a\u4ed6\u4eec\u4e0e\u5ba2\u6237\u5df2\u7ecf\u5efa\u7acb\u8d77\u7262\u9760\u7684\u5173\u7cfb\uff0c\u5ba2\u6237\u6210\u529f\u56e2\u961f\u4f1a\u77e5\u9053\u5982\u4f55\u6709\u6548\u7684\u8bf4\u670d\u5ba2\u6237\u3002<\/p>\n\n\n\n<p>\u5982\u679c\u4f60\u7684\u5ba2\u6237\u6210\u529f\u56e2\u961f\u5206\u8eab\u4e4f\u672f\uff0c\u4e5f\u53ef\u4ee5\u5c1d\u8bd5\u7cfb\u7edf\u81ea\u52a8\u5316\u7684\u65b9\u5f0f\u6765\u5b8c\u6210\u3002\u901a\u8fc7\u5b9a\u4e49\u81ea\u52a8\u5316\u7a0b\u5e8f\u4efb\u52a1\uff0c\u5f53\u5ba2\u6237\u63d0\u4ea4NPS=10\u7684\u65f6\u5019\uff0c\u7cfb\u7edf\u5c31\u81ea\u52a8\u53d1\u9001\u4e00\u5c01\u90ae\u4ef6\uff0c\u4ee5\u83b7\u53d6\u5ba2\u6237\u7684\u6388\u6743\u3002\u7531\u4e8e\u6b64\u7c7b\u578b\u7684\u5ba2\u6237\u901a\u5e38\u6709\u9ad8\u5ea6\u610f\u613f\u5c06\u4ea7\u54c1\u63a8\u8350\u7ed9\u4eb2\u670b\u597d\u53cb\uff0c\u56e0\u6b64\u6211\u4eec\u4e5f\u9080\u8bf7\u5ba2\u6237\u5728 360NPS \u793e\u4ea4\u5a92\u4f53\u7559\u4e0b\u8bc4\u8bba\u4f5c\u4e3a\u53e3\u7891\uff0c\u534f\u52a9\u6211\u4eec\u5c06 360NPS \u63a8\u5e7f\u7ed9\u66f4\u591a\u4eba\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoIEz7K5X0qb.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>\u8ddf\u8fdb\u4f60\u7684\u63a8\u8350\u8005\u975e\u5e38\u91cd\u8981\uff0c\u5373\u4f7f\u53ea\u662f\u611f\u8c22\u4ed6\u4eec\u8bbf\u95ee\u7f51\u7ad9\uff0c\u4ed6\u4eec\u4e5f\u4f1a\u611f\u5230\u6109\u60a6\uff0c\u8fd9\u4e2a\u4e3e\u63aa\u4f1a\u5927\u5927\u5f3a\u5316\u4f60\u4e0e\u4ed6\u4eec\u4e4b\u95f4\u7684\u8fde\u7ed3\u3002<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">\u516b\u3001\u5982\u4f55\u63d0\u9ad8\u548c\u9884\u6d4bNPS<\/h1>\n\n\n\n<p>\u9664\u4e86\u8ddf\u8fdb\u6279\u8bc4\u8005\u5e76\u5229\u7528\u4ed6\u4eec\u53cd\u9988\u7684\u610f\u89c1\u4e4b\u5916\uff0c\u4f60\u8fd8\u53ef\u4ee5\u6839\u636e\u5ba2\u6237NPS\u4ee5\u53ca\u5176\u4ed6\u6761\u4ef6\uff08\u57fa\u4e8e\u4f60\u4ece\u5ba2\u6237\u884c\u4e3a\u5206\u6790\u4e2d\u83b7\u5f97\u7684\u89c1\u89e3\uff0c\u5982\u4ed6\u4eec\u6ca1\u6709\u4f7f\u7528\u54ea\u4e9b\u5173\u952e\u529f\u80fd\uff09\u6765\u6539\u5584\u4ea7\u54c1\u529f\u80fd\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoIFWFQL6lRs.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">1. \u5982\u4f55\u63d0\u9ad8\u4f60\u7684NPS<\/h2>\n\n\n\n<p>\u6848\u4f8b\u89e3\u8bfb \u2192 Postfity\uff08\u793e\u4ea4\u5a92\u4f53\u8c03\u5ea6\u5e94\u7528\uff09\u4ece\u4e00\u90e8\u5206\u5ba2\u6237\u8c03\u67e5\u4e2d\u83b7\u5f97\u4e86\u8f83\u4f4e\u7684NPS\u5f97\u5206\u3002\u5728\u540e\u7eed\u95ee\u9898\u4e2d\uff0c\u5ba2\u6237\u63d0\u5230\u201c\u6211\u6ca1\u6709\u65f6\u95f4\u64b0\u5199\u5e16\u5b50\u7684\u5185\u5bb9\u201d\uff0c\u8868\u793a\u5728\u65e5\u7a0b\u5b89\u6392\u7684\u529f\u80fd\u4e0a\u4e0d\u80fd\u5b8c\u5168\u6ee1\u8db3\u4ed6\u4eec\u7684\u9700\u6c42\uff0c\u5e0c\u671b\u80fd\u591f\u5728\u5e16\u5b50\u64b0\u5199\u63d0\u4f9b\u8303\u4f8b\u5efa\u8bae\/\u53c2\u8003\u3002<\/p>\n\n\n\n<p>\u5b9e\u9645\u4e0a\uff0cPostfity\u5728\u4ea7\u54c1\u529f\u80fd\u4e0a\u5df2\u7ecf\u5177\u5907\u8fd9\u6837\u7684\u529f\u80fd\uff1a\u63d0\u4f9b\u201c\u53d1\u5e16\u63d0\u793a\u201d\uff08\u901a\u8fc7\u7f51\u7edc\u6570\u636e\u91c7\u96c6\uff09\u548c\u201c\u65e5\u5386\u63d0\u793a\u201d\uff0c\u4ee5\u53ca\u53ef\u81ea\u5b9a\u4e49\u7684\u6a21\u677f\uff0c\u4f7f\u7528\u8005\u53ef\u4ee5\u4e00\u952e\u6dfb\u52a0\u5230\u4ed6\u7684\u793e\u4ea4\u65e5\u5386\u4e0a\u3002<\/p>\n\n\n\n<p>\u501f\u52a9NPS\u5de5\u5177\uff0cPostfity\u80fd\u591f\u521b\u5efa\u5de5\u5177\u63d0\u793a\uff0c\u8be5\u63d0\u793a\u89e6\u53d1\u89c4\u5219\u4e3a\u201c\u672a\u8bbf\u95ee\u8fc7\u8be5\u9875\u9762+\u4f4eNPS\u5f97\u5206\u201d\u7684\u4f7f\u7528\u8005\uff0c\u63d0\u9192\u4ed6\u4eec\u53ef\u4ee5\u4f7f\u7528\u8fd9\u4e9b\u529f\u80fd\u66f4\u5feb\u7684\u53d1\u5e03\u60f3\u6cd5\uff0c\u751a\u81f3\u4f7f\u7528\u73b0\u6210\u7684\u5e16\u5b50\u6a21\u677f\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoIGB5fZNqba.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">2. \u9884\u6d4b\u4f60\u672a\u6765\u7684NPS<\/h2>\n\n\n\n<p>\u6848\u4f8b\u89e3\u8bfb \u2192 Airbnb\u4f7f\u7528NPS\u6570\u636e\u9884\u6d4b\u4e86600,000+\u5ba2\u6237\u4e0e\u4ea7\u54c1\u7684\u672a\u6765\u4ea4\u4e92\uff08\u5982\uff0c\u91cd\u65b0\u9884\u8ba2\u6216\u63a8\u8350\u7ed9\u670b\u53cb\uff09\u3002\u7814\u7a76\u53d1\u73b0\uff0c\u4e0e\u6279\u8bc4\u8005\u76f8\u6bd4\uff0cNPS\u5f97\u5206\u4e3a10\u7684\u5ba2\u6237\u91cd\u65b0\u9884\u8ba2\u7684\u53ef\u80fd\u6027\u4f1a\u9ad8\u51fa13%\uff0c\u63a8\u8350\u7ed9\u670b\u53cb\u7684\u53ef\u80fd\u6027\u4e5f\u9ad8\u51fa4%\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2021\/12\/SqWoIwWI1q1mE3.jpg\" alt=\"\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u5b8c\u6574\u884c\u52a8\u6307\u5357\"\/><\/figure>\n\n\n\n<p>Airbnb\u628a\u5176\u4ed6\u6765\u6e90\u7684\u5ba2\u6237\u53cd\u9988\u4e5f\u7eb3\u5165\u5206\u6790\uff08\u5982\uff0c\u623f\u4e1c\u548c\u5ba2\u6237\u8bc4\u4ef7\uff09\uff0c\u5e76\u628aNPS\u4f5c\u4e3a\u5ba2\u6237\u672a\u6765\u590d\u8d2d\u548c\u63a8\u8350\u7684\u9884\u6d4b\u6027\u6307\u6807\u3002<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">\u4e5d\u3001\u8981\u70b9\u603b\u7ed3<\/h1>\n\n\n\n<p>\u6211\u4eec\u5728NPS\u884c\u52a8\u6307\u5357\u4e2d\u4ecb\u7ecd\u4e86\u975e\u5e38\u591a\u5185\u5bb9\uff0c\u6211\u4eec\u5f3a\u70c8\u5efa\u8bae\u4f60\u53ef\u4ee5\u5c1d\u8bd5\u4f7f\u7528NPS\uff0c\u5177\u4f53\u6267\u884c\u53ef\u4ee5\u53c2\u8003\u884c\u52a8\u6307\u5357\u7684\u5185\u5bb9\u3002\u4e0b\u9762\uff0c\u6211\u4eec\u4e3a\u60a8\u63d0\u70bc\u4e86\u4e00\u4e9b\u5173\u952e\u8981\u70b9\uff0c\u65b9\u4fbf\u4f60\u5feb\u901f\u603b\u7ed3\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. \u4ec0\u4e48\u662f\u51c0\u63a8\u8350(<strong>NPS<\/strong>)\uff1f<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>\u51c0\u63a8\u8350\u503c(NPS)\u662f\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u5e38\u7528\u5ea6\u91cf\u6307\u6807\u3002<\/li><li>NPS\u8c03\u67e5\u7684\u95ee\u9898\u8bbe\u8ba1\u4e3a\uff1a\u201c\u4f60\u5411\u670b\u53cb\u6216\u540c\u4e8b\u63a8\u8350{\u54c1\u724c\/\u4ea7\u54c1\/\u670d\u52a1}\u7684\u53ef\u80fd\u6027\u6709\u591a\u5927\uff1f\u201d<\/li><li>\u6211\u4eec\u5efa\u8bae\u4f60\u53ef\u4ee5\u5728\u540e\u7eed\u63d0\u51fa\u4e00\u4e2a\u9009\u586b\u7684\u95ee\u9898\uff0c\u4ee5\u627e\u51fa\u5f97\u5206\u80cc\u540e\u7684\u539f\u56e0\u3002<\/li><li>0~6\u5206\u4e3a\u6279\u8bc4\u8005\uff0c7~8\u5206\u4e3a\u4e2d\u7acb\u8005\uff0c9~10\u5206\u4e3a\u63a8\u8350\u8005\u3002<\/li><li>\u51c0\u63a8\u8350\u503c(NPS)\u5f97\u5206 = \u603b\u63a8\u8350\u8005\u767e\u5206\u6bd4 \u2013 \u603b\u6279\u8bc4\u8005\u767e\u5206\u6bd4<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">2. \u5982\u4f55\u6d4b\u91cfNPS<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>\u4f60\u53ef\u4ee5\u4f7f\u7528\u5404\u79cd\u4e0d\u540c\u7684\u5de5\u5177\u6765\u53d1\u8d77NPS\u8c03\u67e5\uff0c\u5305\u62ec360NPS\u548cQualtrics\u3002<\/li><li>NPS\u8c03\u67e5\u53ef\u4ee5\u901a\u8fc7\u90ae\u4ef6\u3001\u94fe\u63a5\u53d1\u9001\uff0c\u4e5f\u53ef\u4ee5\u5d4c\u5165\u5728\u81ea\u5bb6\u4ea7\u54c1\u5185\u89e6\u53d1\u663e\u793a\u3002<\/li><li>\u540e\u7eed\u95ee\u9898\u5e94\u8be5\u662f\u9009\u586b\u7684\uff0c\u4f5c\u4e3aNPS\u8c03\u67e5\u7684\u7ec4\u6210\u90e8\u5206\u3002<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">3. \u5982\u4f55\u5206\u6790NPS<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>\u83b7\u5f97NPS\u6570\u636e\u540e\uff0c \u5e94\u8be5\u5bf9\u6570\u636e\u8fdb\u884c\u5206\u5272\uff0c\u770b\u6279\u8bc4\u8005\uff0c\u4e2d\u7acb\u8005\u548c\u63a8\u8350\u8005\u4e4b\u95f4\u662f\u5426\u5b58\u5728\u53ef\u8bc6\u522b\u7684\u6a21\u5f0f\u3002\u3001<\/li><li>\u5c06NPS\u6570\u636e\u548c\u4ea7\u54c1\u4f7f\u7528\u60c5\u51b5\u5206\u6790\u8fdb\u884c\u4ea4\u53c9\u5f15\u7528\u4e5f\u662f\u5f88\u7528\u7684\u3002<\/li><li>\u4f60\u53ef\u4ee5\u624b\u52a8\u6216\u8005\u5229\u7528\u4e13\u4e1a\u5de5\u5177\uff08360NPS\u7684TextMind\u3001Monkeylearn\uff09\u8fdb\u884c\u540e\u7eed\u95ee\u9898\u7684\u7b54\u6848\u5206\u6790\u3002<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">4. \u5982\u4f55\u4f7f\u7528NPS<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>\u901a\u8fc7\u76d1\u6d4bNPS\u8c03\u67e5\u53cd\u9988\u83b7\u5f97\u7684\u89c1\u89e3\uff0c\u53ef\u7528\u4e8e\u4ea7\u54c1\u6539\u8fdb\u3002<\/li><li>\u4f60\u9700\u8981\u5b9a\u671f\u8ddf\u8fdb\u63a8\u8350\u8005\uff0c\u5e76\u83b7\u5f97\u6388\u6743\u6765\u8fdb\u884c\u8f6c\u4ecb\u3001\u8bc4\u8bba\u548c\u6848\u4f8b\u7814\u7a76\u3002<\/li><li>\u65e0\u8bba\u54ea\u79cd\u65b9\u5f0f\uff0c\u90fd\u8981\u8ddf\u8fdb\u6bcf\u4e2a\u586b\u5199NPS\u8c03\u67e5\u7684\u5ba2\u6237\u3002<\/li><\/ul>\n\n\n\n<p>\u5230\u8fd9\u91cc\uff0c\u76f8\u4fe1\u4f60\u5bf9NPS\u5df2\u7ecf\u6709\u4e86\u5b8c\u6574\u7684\u8ba4\u8bc6\uff0c\u5e0c\u671b\u4f60\u5df2\u7ecf\u51c6\u5907\u597d\u5f00\u59cb\u4f7f\u7528NPS\u8861\u91cf\u5ba2\u6237\u5fe0\u8bda\u5ea6\u5e76\u6539\u5584\u4f60\u7684\u4ea7\u54c1\u3002<\/p>\n\n\n\n<p>\u53c2\u8003\u8d44\u6599\uff1a<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Product Habits: Fifty-five Percent of Companies Use this One Method to Measure Customer Happiness<\/li><li>The One Number You Need to Grow<\/li><li>Measuring Customer Satis<span class=\"wpcom_keyword_link\"><a href=\"https:\/\/www.growthhk.cn\/tag\/fact\" target=\"_blank\" title=\"fact\">fact<\/a><\/span>ion and Loyalty:Improving the \u2018Net-Promoter\u2019 Score<\/li><li>Airbnb Engineering &amp; Data Science: How well does NPS predict rebooking?<\/li><\/ol>\n","protected":false},"excerpt":{"rendered":"<p>\u968f\u7740\u8d8a\u6765\u8d8a\u591a\u7684SaaS\u516c\u53f8\u60f3\u8981\u63d0\u9ad8\u5ba2\u6237\u5fe0\u8bda\u5ea6\uff0c\u4f7f\u5f97\u8861\u91cf\u5fe0\u8bda\u5ea6\u7684\u65b9\u6cd5\u5f97\u5230\u4e86\u53d1\u5c55\uff0c\u5176\u4e2d\u6700\u53d7\u6b22\u8fce\u7684\u65b9\u5f0f\u4e4b\u4e00\u5c31\u662f\u51c0\u63a8\u8350\u503c(NPS)\u3002 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