{"id":65922,"date":"2022-04-24T09:56:45","date_gmt":"2022-04-24T01:56:45","guid":{"rendered":"https:\/\/www.growthhk.cn\/?p=65922"},"modified":"2022-04-24T09:56:51","modified_gmt":"2022-04-24T01:56:51","slug":"%e7%94%a8%e6%88%b7%e7%a0%94%e7%a9%b6%e8%b5%8b%e8%83%bd%e7%94%a8%e6%88%b7%e4%bd%93%e9%aa%8c%e5%bb%ba%e8%ae%be","status":"publish","type":"post","link":"https:\/\/www.growthhk.cn\/cgo\/user\/65922.html","title":{"rendered":"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe"},"content":{"rendered":"\n<p>\u7528\u7814\uff08\u7528\u6237\u7814\u7a76\uff09\u6709\u4e24\u53ea\u6293\u624b\uff0c\u4e00\u53ea\u662f\u7528\u6237\u6d1e\u5bdf\uff0c\u53e6\u5916\u4e00\u53ea\u5c31\u662f<span class=\"wpcom_tag_link\"><a href=\"https:\/\/www.growthhk.cn\/tag\/%e7%94%a8%e6%88%b7%e4%bd%93%e9%aa%8c\" title=\"\u7528\u6237\u4f53\u9a8c\" 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Parasuraman \u548c Zeithaml\u63d0\u51fa\u4e86CSAT\uff08Customer Satis<span class=\"wpcom_keyword_link\"><a href=\"https:\/\/www.growthhk.cn\/tag\/fact\" target=\"_blank\" title=\"fact\">fact<\/a><\/span>ion\uff09\uff0c\u4e2d\u6587\u540d\u987e\u5ba2\u6ee1\u610f\u5ea6\u3002<\/p>\n\n\n\n<p>1986\u5e74\uff0cJohn Brooke\u63d0\u51fa\u4e86\u8457\u540d\u7684SUS\uff08System Usability Scale\uff09\uff0c\u4e2d\u6587\u540d\u7cfb\u7edf\u53ef\u7528\u6027\u91cf\u8868\uff0c\u867d\u7136\u7565\u663e\u201c\u5feb\u901f\u800c\u7c97\u7cd9\u201d\uff0c\u4f46\u5927\u91cf\u7684\u5b9e\u9a8c\u8bc1\u660e\u662f\u6709\u6548\u548c\u53ef\u9760\u7684\u3002<\/p>\n\n\n\n<p>1994\u5e74\uff0cIBM\u516c\u53f8\u7684Jakob Nielsen\u63d0\u51fa\u4e86\u8457\u540d\u768410 Usability Heuristics for User Interface Design\uff0c\u4e2d\u6587\u540d\u5c3c\u5c14\u68ee\u5341\u5927\u53ef\u7528\u6027\u539f\u5219\u3002<\/p>\n\n\n\n<p>2003\u5e74\uff0c\u8d1d\u6069\u54a8\u8be2\u516c\u53f8\u7528\u6237\u5fe0\u8bda\u5ea6\u4e1a\u52a1\u7684\u521b\u59cb\u4eba Frederick Reichheld\u5728Harvard Business Review \u7684\u6587\u7ae0\u4e2d\u9996\u6b21\u63d0\u51faNPS\uff08Net Promoter Score\uff09\uff0c\u4e2d\u6587\u540d\u51c0\u63a8\u8350\u503c\u3002<\/p>\n\n\n\n<p>\u2026\u2026<\/p>\n\n\n\n<p>\u8fd9\u4e2a\u9636\u6bb5\uff0c<strong>\u7528\u6237\u4f53\u9a8c\u884c\u4e1a\u4ecd\u662f\u7531\u7528\u6237\u4f53\u9a8c\u8bbe\u8ba1\u4e3b\u5bfc\uff0c\u540c\u65f6\u7528\u6237\u4f53\u9a8c\u884c\u4e1a\u4ece\u8bbe\u8ba1\u5411\u5ea6\u91cf\u5ef6\u5c55\u3002<\/strong><\/p>\n\n\n\n<p><strong>3.\u7528\u6237\u4f53\u9a8c\u884c\u4e1a\u7684\u53d1\u5c552.0\u65f6\u4ee3<\/strong><\/p>\n\n\n\n<p>\u968f\u7740\u79fb\u52a8\u4e92\u8054\u7f51\u65f6\u4ee3\u7684\u5230\u6765\uff0c\u51fa\u4e8e\u5bf9\u7528\u6237\u7684\u62a2\u593a\uff0c\u5f00\u59cb\u76db\u884c\u4ee5\u201c\u7528\u6237\u4e3a\u4e2d\u5fc3\u201d\u7684\u8bbe\u8ba1\u7406\u5ff5\uff0c\u4ea7\u54c1\u5f00\u53d1\u7684\u6d41\u7a0b\u53d8\u6210\u8bbe\u8ba1\uff08\u7528\u6237\u9700\u6c42\u6d1e\u5bdf\u3001\u53ef\u7528\u6027\uff09\u2014\u2014\u5f00\u53d1\uff08\u7f16\u7a0b\uff09\u2014\u2014\u8bbe\u8ba1\uff08\u53ef\u7528\u6027\u8bc4\u4f30\uff09\u2014\u2014\u6d4b\u8bd5\uff08\u6d4b\u8bd5\uff09\u2014\u2014\u7528\u6237\uff08\u4f7f\u7528\u3001\u53cd\u9988\uff09\uff0c\u4ea7\u54c1\u5728\u4fdd\u8bc1\u53ef\u7528\u6027\u7684\u57fa\u7840\u4e0a\u5f00\u59cb\u8ffd\u6c42\u4eba\u6027\u5316\u3001\u6109\u60a6\uff0c\u7528\u6237\u4f53\u9a8c\u7ecf\u6d4e\u5230\u6765\u3002<\/p>\n\n\n\n<p>\u7528\u6237\u7814\u7a76\u804c\u4e1a\u6b63\u662f\u5728\u8fd9\u4e2a\u5927\u80cc\u666f\u4e0b\u8bde\u751f\u7684\uff0c\u5f00\u59cb\u627f\u63a5\u8d77\u539f\u672c\u5c5e\u4e8e\u4ea7\u54c1\u8bbe\u8ba1\u56e2\u961f\u7684\u7528\u6237\u9700\u6c42\u6d1e\u5bdf\u3001\u53ef\u7528\u6027\u8bc4\u4f30\uff08\u4f53\u9a8c\u8bca\u65ad&amp;\u5ea6\u91cf\uff09\u3001\u7528\u6237\u4f7f\u7528\u53cd\u9988\u6536\u96c6\u7684\u804c\u8d23\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/84d0a5f49f1143d9990fcb5f568911b4.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><strong>\u65e0\u8bba\u662f\u53ef\u7528\u6027\u6d4b\u8bd5\uff0c\u8fd8\u662f\u6ee1\u610f\u5ea6\u3001NPS\u8bc4\u4f30\uff0c\u672c\u8d28\u4e0a\u8fd8\u662f\u57fa\u4e8e\u95ee\u5377\u8c03\u7814\u5f97\u5230\u7684\u7528\u6237\u4e3b\u89c2\u6570\u636e\uff0c\u968f\u7740\u5927\u6570\u636e\u7684\u5d1b\u8d77\uff0c\u7528\u6237\u4f53\u9a8c\u7684\u5ea6\u91cf\u5f00\u59cb\u52a0\u5165\u4e86\u5ba2\u89c2\u7528\u6237\u884c\u4e3a\u6570\u636e\u6307\u6807\u3002<\/strong><\/p>\n\n\n\n<p>\u5178\u578b\u7684\u6709Google\u63d0\u51fa\u7684PUSLE\u6a21\u578b\uff08Page Views\uff0cUptime\uff0cLatency\uff0cSeven-day active users\uff0cEarnings\uff09\uff0c\u5168\u90e8\u7531\u5ba2\u89c2\u7528\u6237\u884c\u4e3a\u6307\u6807\u7ec4\u6210\uff1bHEART\u6a21\u578b\uff08Happiness\uff0cEngagement\uff0cAdoption\uff0cRetention\uff0cTaskSuccess\uff09\uff0c\u7531\u4e3b\u89c2\u6307\u6807+\u5ba2\u89c2\u6307\u6807\u7ec4\u6210\uff0c\u662f\u57fa\u4e8ePUSLE\u6a21\u578b\u7684\u6539\u8fdb\u3002<\/p>\n\n\n\n<p>\u901a\u8fc7\u548c\u5927\u6570\u636e\u7684\u7ed3\u5408\u6765\u5bf9\u7528\u6237\u4f53\u9a8c\u8fdb\u884c\u8bca\u65ad&amp;\u5ea6\u91cf\uff0c\u8fd9\u5176\u5b9e\u5df2\u7ecf\u8d85\u8d8a\u4e86\u7528\u6237\u7814\u7a76\u7684\u8fb9\u754c\u3002\u53e6\u5916\u7528\u6237\u4f53\u9a8c\u957f\u4e45\u4ee5\u6765\u5728\u5f88\u591a\u4f01\u4e1a\u5185\u90e8\u5176\u5b9e\u5e76\u6ca1\u6709\u53d7\u5230\u91cd\u89c6\uff0c\u56e0\u6b64\u6709\u5fc5\u8981\u5c06\u7528\u6237\u4f53\u9a8c\u4f5c\u4e3a\u4e00\u79cd\u4f01\u4e1a\u6587\u5316\u5f15\u5165\uff0c\u5e76\u8bbe\u7acb\u957f\u671f\u4f53\u9a8c\u76ee\u6807\u3002<\/p>\n\n\n\n<p>\u8fd9\u610f\u5473\u7740<strong>\u9700\u8981\u4ece\u66f4\u9ad8\u5c42\u9762\u53bb\u6574\u5408\u6570\u636e\u3001\u8bbe\u8ba1\u3001\u7528\u6237\u7814\u7a76\u7b49\u8d44\u6e90\uff0c\u4ece\u4e0a\u81f3\u4e0b\u63a8\u52a8\uff0c\u4e8e\u662f\u201c\u7528\u6237\u4f53\u9a8c\u6218\u7565\u201d\u88ab\u63d0\u51fa\u3002<\/strong><\/p>\n\n\n\n<p>\u6b64\u5916\uff0c\u4e3a\u4e86\u4f53\u7cfb\u5316\u3001\u957f\u6548\u5316\u8fdb\u884c\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\uff0c\u56f4\u7ed5\u7528\u6237\u4f53\u9a8c\u6c34\u5e73\u6301\u7eed\u8ddf\u8e2a\u4e0e\u4f18\u5316\u3001\u5bf9\u7528\u6237\u4f53\u9a8c\u8fdb\u884c\u6570\u5b57\u5316\u7ba1\u7406\u3001\u5bf9\u7528\u6237\u4f53\u9a8c\u7ec4\u7ec7\u8fdb\u884c\u7ba1\u7406\u7b49\u800c\u5f62\u6210\u4e86\u7528\u6237\u4f53\u9a8c\u8fd0\u8425\u4f53\u7cfb\u3002<\/p>\n\n\n\n<p>\u81ea\u6b64\uff0c\u53d1\u8f6b\u4e8e\u7528\u6237\u4f53\u9a8c\u8bbe\u8ba1\uff0c\u95ed\u73af\u4e8e\u7528\u6237\u4f53\u9a8c\u8fd0\u8425\u7684\u7528\u6237\u4f53\u9a8c\u884c\u4e1a\u6210\u5f62\uff0c\u800c<strong>\u7528\u6237\u7814\u7a76\u5728\u5176\u4e2d\u7684\u89d2\u8272\u660e\u786e\u5e76\u56fa\u5b9a\u4e0b\u6765\uff0c\u90a3\u5c31\u662f\u805a\u7126\u7528\u6237\u4f53\u9a8c\u8bca\u65ad&amp;\u5ea6\u91cf<\/strong>\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/f99f6da092b94a82a8457da05e219fbc.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u9700\u8981\u8bf4\u660e\u7684\u662f\uff0c\u7528\u6237\u7814\u7a76\u4e4b\u4e8e\u7528\u6237\u4f53\u9a8c\u7684\u6838\u5fc3\u4ef7\u503c\u662f\u4f53\u9a8c\u8bca\u65ad&amp;\u5ea6\u91cf\uff0c\u5e76\u4e0d\u662f\u8bf4\u5c31\u4e0d\u53c2\u4e0e\u7528\u6237\u4f53\u9a8c\u8bbe\u8ba1\u3001\u7528\u6237\u4f53\u9a8c\u6218\u7565\u3001\u7528\u6237\u4f53\u9a8c\u8fd0\u8425\uff0c\u4ece\u7528\u6237\u4f53\u9a8c\u7814\u7a76\u7684\u89d2\u5ea6\uff0c\u4e0a\u8ff0\u56db\u4e2a\u73af\u8282\u90fd\u9700\u8981\u7528\u6237\u7814\u7a76\u4eba\u5458\u7684\u652f\u6491\u3002<\/p>\n\n\n\n<p><em><strong>02<\/strong><\/em><strong>&nbsp;\u7528\u6237\u7814\u7a76\u5982\u4f55\u52a9\u529b\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe<\/strong><\/p>\n\n\n\n<p>\u76ee\u524d\uff0c\u7528\u6237\u4f53\u9a8c\u7684\u8bca\u65ad&amp;\u5ea6\u91cf\u7684\u5e94\u7528\u573a\u666f\u4e3b\u8981\u8868\u73b0\u5728<strong>\u4ea7\u54c1\u3001\u8fd0\u8425\u3001\u54c1\u724c<\/strong>\u4e09\u4e2a\u5c42\u9762\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/e301366b0eec437f849d5f782883c062.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><strong>2.1\u4ea7\u54c1\u5c42\u9762<\/strong><\/p>\n\n\n\n<p>\u4ea7\u54c1\u5c42\u9762\u7684\u4f53\u9a8c\u8bca\u65ad&amp;\u5ea6\u91cf\u4e3b\u8981\u6d89\u53ca\u53ef\u7528\u6027\u3001\u6ee1\u610f\u5ea6\u548cNPS\u8bc4\u4f30\u3002<\/p>\n\n\n\n<p><strong>2.11\u53ef\u7528\u6027\u6d4b\u8bd5<\/strong><\/p>\n\n\n\n<p>\u7528\u7684\u6700\u591a\u7684\u7814\u7a76\u65b9\u6cd5\u5f53\u5c5e\u53ef\u7528\u6027\u6d4b\u8bd5\u3002\u53ef\u7528\u6027\u6d4b\u8bd5\u662f\u901a\u8fc7\u8fd8\u539f\u4efb\u52a1\u573a\u666f\uff0c\u89c2\u5bdf\u7528\u6237\u4f7f\u7528\uff08\u64cd\u4f5c\uff09\u884c\u4e3a\uff0c\u5e76\u914d\u5408\u8bbf\u8c08\u3001\u7ade\u54c1\u5206\u6790\u3001\u53ef\u7528\u6027\u91cf\u8868\uff08SUS\uff09\u6765\u53d1\u73b0\u4ea7\u54c1\u4f53\u9a8c\u95ee\u9898\uff0c\u5e76\u5bf9\u53ef\u7528\u6027\u8fdb\u884c\u7b80\u5355\u5ea6\u91cf\u7684\u65b9\u5f0f\u3002<\/p>\n\n\n\n<p>\u53ef\u7528\u6027\u6d4b\u8bd5\u4e3b\u8981\u5173\u6ce8\u4ea7\u54c1\u7684<strong>\u53ef\u5b66\u4e60\u6027\u3001\u6548\u7387\u3001\u53ef\u8bb0\u5fc6\u6027\u3001\u5bb9\u9519\u6027\u7b49<\/strong>\uff0c\u4e0b\u9762\u662f\u5b9e\u9645\u64cd\u4f5c\u7684\u5e38\u7528\u6307\u6807\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/8fc85e4d39c94ff7b03afa9fbc49eb3d.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/93c5bdfc54db410b885679dc7e08b430.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u53ef\u7528\u6027\u6d4b\u8bd5\u8fd8\u53ef\u501f\u52a9\u773c\u52a8\u4eea\u7b49\u8bbe\u5907\u76d1\u6d4b\u7528\u6237\u7684\u4f7f\u7528\u8fc7\u7a0b\uff0c\u5c5e\u4e8e\u795e\u7ecf\u8425\u9500\u5b66\u7684\u624b\u6bb5\u4e4b\u4e00\uff0c\u5e2e\u52a9\u66f4\u6df1\u5c42\u5730\u4e86\u89e3\u7528\u6237\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/bcd8e5d08f3e4cc99d849caafc5144d8.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u4f20\u7edf\u7814\u7a76\u65b9\u6cd5\uff08\u6709\u610f\u8bc6\/\u4e3b\u89c2\u7814\u7a76\u65b9\u6cd5\uff09\u548c\u795e\u7ecf\u79d1\u5b66\u7814\u7a76\u65b9\u6cd5\uff08\u65e0\u610f\u8bc6\/\u5ba2\u89c2\u7814\u7a76\u65b9\u6cd5\uff09\u7684\u7ed3\u5408\uff0c\u4f1a\u4ea7\u751f1+1\u8fdc\u5927\u4e8e2\u7684\u6548\u679c\u3002<\/p>\n\n\n\n<p><strong>2.12\u773c\u52a8\u8ffd\u8e2a<\/strong><\/p>\n\n\n\n<p>\u4ee5\u4e3b\u6d41\u7684\u773c\u52a8\u8ffd\u8e2a\uff08Eye tracking\uff09\u4e3a\u4f8b\uff0c\u5176\u539f\u7406\u662f\u57fa\u4e8e\u773c\u775b\u89c6\u9891\u5206\u6790\uff08VOG\uff0cVideooculographic\uff09\u7684\u201c\u975e\u4fb5\u5165\u5f0f\u201d\u6280\u672f\uff0c\u6355\u6349\u77b3\u5b54\u4f4d\u7f6e\uff0c\u5e76\u5c06\u8be5\u4f4d\u7f6e\u4fe1\u606f\u901a\u8fc7\u5185\u7f6e\u7b97\u6cd5\u8ba1\u7b97\uff0c\u83b7\u5f97\u7528\u6237\u5728\u6240\u770b\u754c\u9762\u4e0a\u89c6\u7ebf\u843d\u70b9\uff0c\u5373\u7528\u6237\u5f53\u524d\u6ce8\u89c6\u70b9\u5728\u754c\u9762\u4e0a\u7684\u5177\u4f53\u4f4d\u7f6e\u3002<\/p>\n\n\n\n<p>\u773c\u52a8\u8ffd\u8e2a\u4e3b\u8981\u5173\u6ce8<strong>\u53d1\u73b0\u5ea6\u3001\u5174\u8da3\u5ea6\u3001\u7406\u89e3\u5ea6\u3001\u63a5\u53d7\u5ea6\u7b49\u6307\u6807<\/strong>\uff0c\u5176\u4e2d\u7406\u89e3\u5ea6\u3001\u63a5\u53d7\u5ea6\u8981\u7ed3\u5408\u6d4b\u8bd5\u540e\u8bbf\u8c08\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/692e9711eac2412fbf9e8c9ce7cade20.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/84618932c76242148dd4a1d1d470ca91.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><strong>2.13\u7528\u6237\u4f17\u6d4b<\/strong><\/p>\n\n\n\n<p>\u7528\u6237\u4f17\u6d4b\uff0c\u662f\u9080\u8bf7\u4e00\u5b9a\u6570\u91cf\u7684\u7528\u6237\u6309\u7167\u7ed9\u5b9a\u7684\u4efb\u52a1\u811a\u672c\u81ea\u884c\u5b8c\u6210\u4ea7\u54c1\u4f53\u9a8c\u5e76\u8fdb\u884c\u53cd\u9988\u3001\u8bc4\u4ef7\u7684\u7814\u7a76\u65b9\u5f0f\u3002<\/p>\n\n\n\n<p>\u7528\u6237\u4f17\u6d4b\u548c\u53ef\u7528\u6027\u6d4b\u8bd5\u7684\u4e3b\u8981\u533a\u522b\u5728\u4e8e\u4e24\u70b9\uff1a\u4e00\u662f\u662f\u5426\u9700\u8981\u7528\u6237\u7814\u7a76\u4eba\u5458\u4e3b\u6301\uff0c\u4e8c\u662f\u6837\u672c\u6570\u91cf\u3002\u7528\u6237\u4f17\u6d4b\u6267\u884c\u4e0d\u9700\u8981\u7528\u6237\u7814\u7a76\u4eba\u5458\u7684\u4e3b\u6301\uff0c\u6837\u672c\u6570\u91cf\u8f83\u53ef\u7528\u6027\u6d4b\u8bd5\u76846-8\u4e2a\u66f4\u591a\uff0c\u901a\u5e38\u53ef\u4ee5\u8fbe\u523030+\u4ece\u800c\u53ef\u4ee5\u7528\u6765\u8fdb\u884c\u5b9a\u91cf\u7edf\u8ba1\u3002<\/p>\n\n\n\n<p>\u5982\u679c\u8bf4\u53ef\u7528\u6027\u6d4b\u8bd5\u4e3b\u8981\u7528\u6765\u53d1\u73b0\u4f53\u9a8c\u95ee\u9898\uff0c\u90a3\u4e48\u7528\u6237\u4f17\u6d4b\u9664\u4e86\u4f53\u9a8c\u8bca\u65ad\u5916\uff0c\u8fd8\u53ef\u4ee5\u8fdb\u884c\u5ea6\u91cf\u3002<\/p>\n\n\n\n<p>\u7528\u6237\u4f17\u6d4b\u7684\u6d41\u7a0b\u4e00\u822c\u5305\u62ec<strong>\u4efb\u52a1\u8bbe\u8ba1\u3001\u7528\u6237\u62db\u52df\u3001\u4efb\u52a1\u6d4b\u8bd5\u3001\u6570\u636e\u56de\u6536<\/strong>\u51e0\u4e2a\u6b65\u9aa4\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/c5925f526d244726a91a53adf5b82d49.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u4efb\u52a1\u8bbe\u8ba1\u73af\u8282\u9700\u8981\u8003\u8651\u53ef\u884c\u6027\uff0c\u6ce8\u610f\u4efb\u52a1\u7684\u96be\u5ea6\uff0c\u4efb\u52a1\u592a\u96be\u6216\u8005\u592a\u7b80\u5355\u90fd\u4e0d\u5408\u9002\uff1b\u6b64\u5916\u8981\u8003\u8651\u4efb\u52a1\u7684\u5408\u7406\u6027\uff0c\u6709\u7684\u4efb\u52a1\u4e0d\u9002\u5408\u7528\u6237\u4f17\u6d4b\u3002<\/p>\n\n\n\n<p>\u7528\u6237\u62db\u52df\u73af\u8282\u6ce8\u610f\u62bd\u6837\u8bef\u5dee\uff0c\u6761\u4ef6\u5141\u8bb8\u65f6\u53ef\u4ee5\u505a\u914d\u989d\u63a7\u5236\uff1b\u6b64\u5916\u9700\u8981\u6ce8\u610f\u62db\u52df\u7684\u6e20\u9053\uff0c\u4e00\u822c\u60c5\u51b5\u4e0b\u5185\u90e8\u6e20\u9053\u62db\u52df\u7684\u7528\u6237\u4f1a\u6709\u672c\u54c1\u724c\u5149\u73af\u6548\u5e94\uff0c\u9020\u6210\u7cfb\u7edf\u6027\u8bef\u5dee\uff0c\u4e00\u4e2a\u6bd4\u8f83\u597d\u7684\u89e3\u51b3\u65b9\u6cd5\u662f\u65e0\u54c1\u724c\u76f2\u6d4b\u3002<\/p>\n\n\n\n<p>\u4efb\u52a1\u6d4b\u8bd5\u73af\u8282\u6b64\u5916\u9700\u8981\u6ce8\u610f\u7528\u6237\u7684\u4efb\u52a1\u5b8c\u6210\u5ea6\u548c\u6548\u7387\uff0c\u5fc5\u8981\u7684\u8bdd\u53ef\u4ee5\u5efa\u7fa4\u5b9a\u671f\u7763\u4fc3\u8fdb\u5ea6\u3002<\/p>\n\n\n\n<p>\u6570\u636e\u56de\u6536\u73af\u8282\u9700\u8981\u6ce8\u610f\u865a\u5047\u4f5c\u7b54\u548c\u6577\u884d\u4f5c\u7b54\uff0c\u770b\u5355\u4e2a\u6837\u672c\u662f\u5426\u5b58\u5728\u6253\u5206\u201c\u7cd6\u846b\u82a6\u4e32\u201d\u73b0\u8c61\uff0c\u5f00\u653e\u6027\u53cd\u9988\u5185\u5bb9\u662f\u5426\u8fc7\u4e8e\u7b80\u5355\u3001\u6709\u91cd\u590d\u5185\u5bb9\u7b49\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/9fb9200d5bde41fa8155675a867c0fb2.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><strong>2.14\u6ee1\u610f\u5ea6<\/strong><\/p>\n\n\n\n<p>\u201c\u6ee1\u610f\u5ea6\u201d\u5c31\u662f\u201c\u73b0\u5b9e\u7684\u4ea7\u54c1\u8d28\u91cf\u548c\u63a5\u53d7\u7684\u670d\u52a1\u201d\u4e0e\u201c\u5ba2\u6237\u671f\u671b\u201d\u4e4b\u95f4\u7684\u5dee\u8ddd\uff0c\u8bf4\u767d\u4e86\u5c31\u662f\u4e00\u79cd\u4e3b\u89c2\u611f\u53d7\uff0c\u5e0c\u5c14\u987f\u9152\u5e97\u6ee1\u610f\u5ea6\u8bc4\u52064.5\u5206\uff0c\u6854\u5b50\u6c34\u6676\u9152\u5e97\u6ee1\u610f\u5ea6\u8bc4\u52064.8\u5206\uff0c\u662f\u4e0d\u662f\u6854\u5b50\u9152\u5e97\u7684\u4f4f\u5bbf\u4f53\u9a8c\u6bd4\u5e0c\u5c14\u987f\u597d\u5462\uff1f\u4e0d\u4e00\u5b9a\u3002<\/p>\n\n\n\n<p>\u6ee1\u610f\u5ea6\u8bc4\u4f30\u9879\u76ee\u7684\u56db\u4e2a\u5173\u952e\u73af\u8282\u5206\u522b\u662f<strong>\u5047\u8bbe\u6a21\u578b\uff08\u6307\u6807\u4f53\u7cfb\u642d\u5efa\uff09\uff0c\u6a21\u578b\u9a8c\u8bc1\uff08\u6307\u6807\u4f53\u7cfb\u8c03\u6574\uff09\uff0c\u6a21\u578b\u8bc4\u4f30\uff08\u6ee1\u610f\u5ea6\u5f97\u5206\uff0c\u6743\u91cd\u548c\u4f18\u5148\u7ea7\u786e\u5b9a\uff09\uff0c\u6a21\u578b\u5e94\u7528\uff08\u5185\u90e8\u5ba3\u5bfc\uff0c\u7ee9\u6548\u8003\u6838\u7b49\uff09<\/strong>\u3002\u8fd9\u91cc\u91cd\u70b9\u8bf4\u8bf4\u5047\u8bbe\u6a21\u578b\u548c\u6a21\u578b\u9a8c\u8bc1\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/34c581d056aa45a5ad4fd68957c9c9af.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u6ee1\u610f\u5ea6\u6307\u6807\u4f53\u7cfb<strong>\u901a\u5e38\u57fa\u4e8e\u7528\u6237\u4f53\u9a8c\u65c5\u7a0b\uff08\u89e6\u70b9\uff09\u6765\u642d\u5efa<\/strong>\u3002\u6bd4\u5982\u4e00\u4e2a\u8d35\u5bbe\u5385\u7684\u6ee1\u610f\u5ea6\u6307\u6807\u4f53\u7cfb\uff0c\u4e8c\u7ea7\u6307\u6807\u533a\u5206\u7ebf\u4e0a\u6ee1\u610f\u5ea6\u548c\u7ebf\u4e0b\u6ee1\u610f\u5ea6\uff0c\u7ebf\u4e0a\u7684\u4e09\u7ea7\u6307\u6807\u53c8\u5305\u62ec\u9884\u5b9a\u5165\u53e3\u3001\u4ef7\u683c\u3001\u4f4d\u7f6e\u8bf4\u660e\u7b49\uff0c\u5c31\u662f\u4e00\u4e2a\u4ece\u7ebf\u4e0a\u5230\u7ebf\u4e0b\u5b8c\u6574\u7528\u6237\u4f53\u9a8c\u8def\u5f84\u7684\u8bbe\u8ba1\u601d\u8def\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/7b9993e92a2b456e891259ce455af3f0.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u4f46\u6709\u65f6\u5019\u6ee1\u610f\u5ea6\u6307\u6807\u4f53\u7cfb\u7684\u8bbe\u8ba1<strong>\u4e5f\u9700\u8981\u57fa\u4e8e\u4e1a\u52a1\u9700\u6c42\u6765\u8bbe\u8ba1<\/strong>\u3002\u4f8b\u5982\u8bbe\u8ba1\u5e08\u8868\u793a\uff0c\u76ee\u524d\u8d35\u5bbe\u5385\u7684\u6ee1\u610f\u5ea6\u6307\u6807\u4f53\u7cfb\u6ca1\u6709\u529e\u6cd5\u5f88\u597d\u5730\u8861\u91cf\u8bbe\u8ba1\u5de5\u4f5c\uff0c\u53d1\u73b0\u8bbe\u8ba1\u95ee\u9898\uff0c\u5982\u679c\u53d1\u8d77\u4e00\u4e2a\u8003\u5bdf\u8bbe\u8ba1\u4f53\u9a8c\u4e3a\u4e3b\u7684\u6ee1\u610f\u5ea6\u9879\u76ee\uff0c\u6307\u6807\u4f53\u7cfb\u5c31\u9700\u8981\u53e6\u5916\u8bbe\u8ba1\u3002<\/p>\n\n\n\n<p>\u6ee1\u610f\u5ea6\u6307\u6807\u4f53\u7cfb\u7684\u642d\u5efa\u9700\u8981\u9075\u5faa\u4e00\u4e9b\u57fa\u672c\u539f\u5219\uff0c\u5177\u4f53\u5305\u62ec<strong>\u7528\u6237\u8ba4\u53ef\uff0c\u53ef\u5e72\u9884\uff0c\u53ef\u6d4b\u91cf\uff0c\u53ef\u5bf9\u6bd4\u3002<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/9996ec5995d741c88926a9987d7275a3.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u6ee1\u610f\u5ea6\u6307\u6807\u4f53\u7cfb\u642d\u5efa\u597d\u540e\uff0c\u901a\u8fc7\u56de\u6536\u7684\u6570\u636e\u9700\u8981\u5bf9\u6a21\u578b\u5408\u7406\u6027\u8fdb\u884c\u68c0\u9a8c\uff0c\u4e24\u79cd\u5e38\u89c1\u7684\u65b9\u6cd5\u5c31\u662f<strong>\u63a2\u7d22\u6027\u56e0\u5b50\u5206\u6790\uff08\u4e3b\u6210\u5206\u5206\u6790\u6cd5\uff09\u548c\u9a8c\u8bc1\u6027\u56e0\u5b50\u5206\u6790\uff08\u7ed3\u6784\u65b9\u7a0b\uff09<\/strong>\uff0c\u8fd9\u53ef\u4ee5\u5e2e\u52a9\u6211\u4eec\u628a\u4e0e\u603b\u4f53\u6ee1\u610f\u5ea6\u4e0d\u76f8\u5173\u7684\u4e8c\u7ea7\u6307\u6807\u5254\u9664\u6389\u3002\u6b64\u5916\uff0c\u8fd8\u8981\u505a<strong>\u4fe1\u6548\u5ea6\u68c0\u9a8c<\/strong>\u3002<\/p>\n\n\n\n<p><strong>\u5982\u679c\u6240\u6709\u7684\u4e8c\u7ea7\u6307\u6807\u8ddf\u4e00\u7ea7\u6307\u6807\u90fd\u6ca1\u5565\u5173\u7cfb\uff0c\u90a3\u5c31\u662f\u6211\u4eec\u7684\u6307\u6807\u8bbe\u8ba1\u6709\u6548\u5ea6\u95ee\u9898\uff0c\u5373\u7528\u6237\u4e0d\u662f\u7528\u8fd9\u4e2a\u89d2\u5ea6\u770b\u95ee\u9898\u3002<\/strong><\/p>\n\n\n\n<p><strong>2.15 NPS<\/strong><\/p>\n\n\n\n<p>\u4e0e\u6ee1\u610f\u5ea6\u6bd4\u8f83\uff0cNPS\u6709\u5f88\u591a\u4e0d\u4e00\u6837\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u6ee1\u610f\u5ea6\u66f4\u591a\u662f\u8be2\u95ee\u7684\u6001\u5ea6\u5c42\u9762\uff0c\u800cNPS\u66f4\u591a\u662f\u57fa\u4e8e\u884c\u4e3a\u5c42\u9762\u7684<\/li><li>\u6ee1\u610f\u5ea6\u662f\u57fa\u4e8e\u73b0\u72b6\u548c\u8fc7\u53bb\u7684\uff0cNPS\u66f4\u591a\u662f\u57fa\u4e8e\u672a\u6765\u7684<\/li><li>\u6ee1\u610f\u5ea6\u662f\u770b\u91cd\u6574\u4f53\u6240\u6709\u7528\u6237\u7684\u8bc4\u4ef7\uff0c\u800cNPS\u66f4\u52a0\u5173\u6ce8\u4e24\u5934\u7684\u7528\u6237\uff0c\u5373\u53e3\u7891\u63a8\u8350\u8005\u548c\u8d2c\u635f\u7528\u6237<\/li><li>NPS\u7684\u6ce2\u52a8\u6027\u66f4\u5927\uff0c\u5373\u4ece\u6837\u672c\u91cf\u6765\u770b\uff0c\u56e0NPS\u662f\u7528\u53e3\u7891\u8005\u51cf\u6389\u8d2c\u635f\u8005\uff0cNPS\u91c7\u96c6\u7684\u6837\u672c\u91cf\u8981\u6c42\u66f4\u9ad8\uff0c\u8fd9\u6837\u6570\u636e\u7684\u7a33\u5b9a\u6027\u4ee3\u8868\u6027\u66f4\u5f3a<\/li><\/ul>\n\n\n\n<p>\u4f01\u4e1a\u5b9e\u8df5\u4e2d\uff0c\u901a\u5e38\u7528\u5355\u4e00NPS\u7814\u7a76\u548cNPS+\u6ee1\u610f\u5ea6\u4e24\u79cd\u8bbe\u8ba1\u601d\u8def\uff0c\u5177\u4f53\u6307\u6807\u4f53\u7cfb\u642d\u5efa\u4e0d\u518d\u5c55\u5f00\uff0c\u9700\u8981\u6ce8\u610f\u7684\u662f\u5728\u6267\u884c\u4e86NPS+\u6ee1\u610f\u5ea6\u7684\u8c03\u7814\u540e\uff0cNPS\u4e0e\u6574\u4f53\u6ee1\u610f\u5ea6\u51fa\u6765\u7684\u7ed3\u679c\u53ef\u80fd\u6709\u4ee5\u4e0b\u56db\u79cd\u60c5\u51b5\uff1a<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/e02d352d4aec43e8bd8251f17de93b3e.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u5c24\u5176\u6ce8\u610f\u76f8\u6096\u7684\u60c5\u51b5\uff1a<strong>\u9ad8\u6ee1\u610f\u5ea6\u4f46\u4f4eNPS\uff0c\u53ef\u80fd\u8bf4\u660e\u4ea7\u54c1\u548c\u670d\u52a1\u672c\u8eab\u4f53\u9a8c\u8f83\u597d\uff0c\u4f46\u54c1\u724c\/\u6a21\u5f0f\u4e27\u5931\u5438\u5f15\u529b\uff1b\u9ad8NPS\u4f46\u4f4e\u6ee1\u610f\u5ea6\uff0c\u53ef\u80fd\u8bf4\u660e\u54c1\u724c\u529b\uff08\u6982\u5ff5\/\u6a21\u5f0f\uff09\u5f3a\u52b2\uff0c\u4f46\u4ea7\u54c1\/\u670d\u52a1\u5b58\u5728\u75db\u70b9\u3002<\/strong><\/p>\n\n\n\n<p>\u6b64\u5916\uff0cNPS\u7684\u4eba\u7fa4\u7ed3\u6784\u4e0d\u540c\uff0c\u540e\u7eed\u7684\u7b56\u7565\u4e0d\u540c\u3002\u5f53\u63a8\u8350\u4eba\u7fa4\u6bd4\u4f8b\u5927\/\u8f83\u7ade\u54c1\u9ad8\u65f6\uff0c\u7b56\u7565\u662f\u4f18\u5148\u5173\u6ce8\u63a8\u8350\u8005\uff0c\u7ef4\u62a4\u5f15\u5bfc\u3001\u5f00\u53d1\u63a8\u8350\u4eba\u7fa4\u4ef7\u503c\uff1b\u5f53\u4e2d\u7acb\u4eba\u7fa4\u6bd4\u4f8b\u5927\/\u8f83\u7ade\u54c1\u9ad8\u65f6\uff0c\u7b56\u7565\u662f\u5173\u6ce8\u4e2d\u7acb\u8005\uff0c\u6ee1\u8db3\u4e2d\u7acb\u4eba\u7fa4\u5728\u4ea7\u54c1\u670d\u52a1\u4e0a\u7684\u75db\u70b9\u9700\u6c42\uff0c\u5c06\u5176\u8f6c\u5316\u4e3a\u63a8\u8350\u8005\uff1b\u5f53\u8d2c\u635f\u8005\u4eba\u7fa4\u6bd4\u4f8b\u5927\/\u8f83\u7ade\u54c1\u9ad8\u65f6\uff0c\u7b56\u7565\u662f\u4f18\u5148\u5173\u6ce8\u8d2c\u635f\u8005\uff0c\u5efa\u7acb\u8d2c\u635f\u8005\u7684\u9884\u8b66\u3001\u5e72\u9884\u3001\u53cd\u9988\u7684\u673a\u5236\uff0c\u51cf\u5c11\u8d2c\u635f\u4eba\u7fa4\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\/2022\/04\/5b508456c9ac4221b9c705a115884791.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><strong>2.2\u8fd0\u8425\u5c42\u9762<\/strong><\/p>\n\n\n\n<p>\u8fd0\u8425\u5c42\u9762\u7684\u4f53\u9a8c\u8bca\u65ad\/\u5ea6\u91cf\u4e3b\u8981\u6d89\u53ca<strong>\u6d3b\u52a8\u3001\u5ba2\u8bc9\u3001\u5e7f\u544a<\/strong>\u6548\u679c\u8bc4\u4f30\u3002<\/p>\n\n\n\n<p><strong>2.21\u6d3b\u52a8<\/strong><\/p>\n\n\n\n<p>\u6d3b\u52a8\u6548\u679c\u7684\u8bc4\u4f30\u6211\u4eec\u901a\u5e38\u53ef\u4ee5\u4ece\u6570\u636e\u548c\u7528\u6237\u4e24\u4e2a\u5c42\u9762\u6765\u770b\uff0c\u6570\u636e\u5c42\u9762\u5173\u6ce8\u6d3b\u52a8\u5bf9\u4e8e\u6d3b\u8dc3\u3001\u7559\u5b58\u3001\u5546\u4e1a\u5316\u6536\u5165\u7b49\u5f71\u54cd\uff0c\u4f46\u53ea\u770b\u6570\u636e\u662f\u4e0d\u884c\u7684\uff0c\u56e0\u4e3a\u4e0d\u77e5\u9053\u6d3b\u52a8\u7684\u95ee\u9898\u6240\u5728\u4ee5\u53ca\u6539\u8fdb\u7684\u65b9\u5411\uff0c\u6240\u4ee5\u7528\u6237\u89c6\u89d2\u7684\u6d3b\u52a8\u6548\u679c\u8bc4\u4f30\u4e5f\u5f88\u91cd\u8981\u3002<\/p>\n\n\n\n<p>\u7528\u6237\u89c6\u89d2\u7684\u6d3b\u52a8\u6548\u679c\u8bc4\u4f30\u4e3b\u8981\u53ef\u4ee5\u89e3\u51b3\u56db\u7c7b\u95ee\u9898\uff0c\u5206\u522b\u662f\u6d3b\u52a8<strong>\u7528\u6237\u753b\u50cf\u3001\u8ba4\u77e5\u4e0e\u884c\u4e3a\u3001\u53c2\u4e0e\u52a8\u673a\u3001\u8bc4\u4ef7\u6001\u5ea6\u3002<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/8bf68b2a3f164e79aee0f7d30d7ab4fc.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u5176\u4e2d\u6838\u5fc3\u7684\u6548\u679c\u8bc4\u4f30\u6307\u6807\u4e3b\u8981\u662f<strong>\u6d3b\u52a8\u8f6c\u5316\u548c\u6d3b\u52a8\u8bc4\u4ef7<\/strong>\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/07868a9268fe4025b25257d61c138df1.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/9ef5a4b097734aecb8136f6b34993296.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/d8687a0282874287800cea0d4db283ed.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><strong>2.22\u5ba2\u8bc9<\/strong><\/p>\n\n\n\n<p>\u5ba2\u8bc9\u4e3b\u8981\u662f\u4ee5\u5f55\u97f3\u3001\u6587\u5b57\u7684\u5f62\u5f0f\u5b58\u5728\uff0c\u5176\u4e2d\u5bf9\u975e\u7ed3\u6784\u6027\u6587\u672c\u7684\u5206\u6790\u548c\u6316\u6398\u662f\u91cd\u70b9\u3002<\/p>\n\n\n\n<p>\u6587\u5b57\u5f62\u5f0f\u7684\u5ba2\u8bc9\u57fa\u4e8e\u6570\u91cf\u7ea7\u91c7\u7528\u7684\u7814\u7a76\u65b9\u6cd5\u4e0d\u540c\u3002\u5982\u679c\u662f\u5c0f\u6837\u672c\u7684\u5f00\u653e\u6027\u5ba2\u8bc9\uff0c\u901a\u5e38\u91c7\u7528\u4eba\u5de5Coding\u65b9\u6cd5\u5c31\u53ef\u4ee5\u89e3\u51b3\uff0c\u5177\u4f53\u64cd\u4f5c\u5c31\u662f\u5bf9\u7528\u6237\u53cd\u9988\u8fdb\u884c\u5206\u7c7b\u7136\u540e\u5206\u522b\u6253\u4e0a\u6807\u7b7e\uff0c\u518d\u8fdb\u884c\u7edf\u8ba1\uff0c\u53ef\u4ee5\u5f97\u5230\u8bcd\u4e91\u56fe\u3001\u6574\u4f53\u60c5\u611f\u503e\u5411\uff08\u8d1f\u5411\u3001\u6b63\u5411\uff09\u7b49\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/95feab3f3de24b1388daadc383c99346.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u5927\u6837\u672c\u7684\u5f00\u653e\u6027\u5ba2\u8bc9\u5c31\u6ca1\u6cd5\u4eba\u5de5\u8fdb\u884c\u5206\u6790\u4e86\uff0c\u90a3\u6837\u6548\u7387\u592a\u4f4e\uff0c\u901a\u5e38\u501f\u52a9\u6587\u672c\u6316\u6398\u8f6f\u4ef6\u8fdb\u884c\u5206\u6790\uff0c\u6bd4\u5982<strong>KHCoder<\/strong>\u3002<\/p>\n\n\n\n<p>KH Coder\u53ef\u4ee5\u5b9e\u73b0<strong>\u8bcd\u9891\u5206\u6790\uff08Word Frequency\uff09\uff0c\u8bcd\u7684\u5171\u7ebf\u5206\u6790\uff08Co-Occurrences of Words\uff09\uff0c\u8bcd\u7684\u76f8\u5173\u5206\u6790\uff08CorrespondenceAnalysis of Words\uff09<\/strong>\u7b49\uff0c\u8fd9\u91cc\u4e3b\u8981\u4ecb\u7ecd\u4e0b\u7528\u5f97\u6700\u591a\u7684\u8bcd\u9891\u5206\u6790\u548c\u5171\u7ebf\u5206\u6790\u3002<\/p>\n\n\n\n<p>\u5728\u300a\u57fa\u4e8e\u7f51\u7edc\u6570\u636e\u6587\u672c\u5206\u6790\u7684\u76ee\u7684\u5730\u5f62\u8c61\u7ef4\u5ea6\u5206\u5f02\u7814\u7a76\u2014\u2014\u4ee5\u5357\u4eac\u4e3a\u4f8b\u300b\u4e00\u6587\u91cc\uff0c\u4ee5\u9a6c\u8702\u7a9d\u6e38\u5ba2\u5bf9\u5357\u4eac\u768410077\u6761\u5728\u7ebf\u8bc4\u8bba\u6587\u672c\u4e3a\u6570\u636e\uff0c\u8fd0\u7528\u7f51\u7edc\u5927\u6570\u636e\u6587\u672c\u6316\u6398\u6cd5\u3001\u8bcd\u9891\u7edf\u8ba1\u6cd5\u548c\u5171\u73b0\u7f51\u7edc\u6cd5\uff0c\u5206\u6790\u5f97\u51fa\u76ee\u7684\u5730\u5f62\u8c61\u7ef4\u5ea6\u91cd\u8981\u6027\u5b58\u5728\u5dee\u5f02\u3002<\/p>\n\n\n\n<p>\u56fe KH coder\u8bcd\u9891\u5206\u6790<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/bebb181ae906459e992dff9e38065e8e.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u7814\u7a76\u7ed3\u679c\u663e\u793a\uff0c\u65c5\u6e38\u5438\u5f15\u7269\uff08\u4e3b\u8981\u662f\u4eba\u6587\u7c7b\uff09\u6240\u5360\u7684\u8bcd\u6c47\u6700\u591a\u3001\u8bcd\u9891\u6700\u9ad8\uff0c\u5b83\u662f\u6e38\u5ba2\u611f\u77e5\u76ee\u7684\u5730\u5f62\u8c61\u7ef4\u5ea6\u7684\u7b2c\u4e00\u5c42\u6b21\uff0c\u516c\u5171\u57fa\u7840\u8bbe\u65bd\u662f\u7b2c\u4e8c\u5c42\u6b21\uff0c\u5728\u76ee\u7684\u5730\u5f62\u8c61\u7684\u611f\u77e5\u7ef4\u5ea6\u4e2d\u5360\u6709\u91cd\u8981\u7684\u6210\u5206\uff1b\u4f11\u95f2\u548c\u5a31\u4e50\u3001\u65c5\u6e38\u73af\u5883\u548c\u5730\u65b9\u6c1b\u56f4\u5f62\u6210\u7b2c\u4e09\u5c42\u6b21\uff0c\u800c\u65c5\u6e38\u57fa\u7840\u8bbe\u65bd\u662f\u7b2c\u56db\u5c42\u6b21\uff0c\u5b83\u4eec\u5171\u540c\u6784\u6210\u4e86\u76ee\u7684\u5730\u5f62\u8c61\u611f\u77e5\u7ef4\u5ea6\u3002<\/p>\n\n\n\n<p>\u56fe KH coder\u5171\u7ebf\u7f51\u7edc<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/8ccacdee2130416d944c20da18122657.jpg\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p>\u5bf9\u76ee\u7684\u5730\u5f62\u8c61\u6210\u5206\u7684\u7814\u7a76\u7ed3\u679c\u663e\u793a\uff0c\u5171\u73b0\u7f51\u7edc\u5448\u73b06\u4e2a\u8282\u70b9\u7fa4\u3002\u6e38\u5ba2\u611f\u77e5\u7684\u5357\u4eac\u6574\u4f53\u5f62\u8c61\u7531\u666f\u70b9\u3001\u7f8e\u98df\u3001\u4ea4\u901a\u3001\u5386\u53f2\u3001\u5efa\u7b51\u6784\u6210\uff0c\u4e3b\u8981\u6e90\u4e8e\u65c5\u6e38\u5438\u5f15\u7269\u548c\u516c\u5171\u57fa\u7840\u8bbe\u65bd\u7ef4\u5ea6\uff0c\u8fd9\u4e5f\u8fdb\u4e00\u6b65\u9a8c\u8bc1\u4e86\u76ee\u7684\u5730\u5f62\u8c61\u611f\u77e5\u7ef4\u5ea6\u7684\u91cd\u8981\u6027\u5b58\u5728\u5dee\u5f02\u3002<\/p>\n\n\n\n<p><strong>2.23\u5e7f\u544a<\/strong><\/p>\n\n\n\n<p>\u5e7f\u544a\u8bc4\u4f30\u4e00\u822c\u5206\u4e3a\u524d\u6d4b\u548c\u540e\u6d4b\uff0c\u524d\u6d4b\u6307\u5e7f\u544a\u6295\u653e\u524d\u7684\u6d4b\u8bd5\uff0c\u901a\u5e38\u5e2e\u52a9\u5728\u591a\u4e2a\u521b\u610f\u91cc\u6311\u9009\u6700\u4f18\u7684\u6295\u653e\uff0c\u540e\u6d4b\u6307\u6295\u653e\u540e\u7684\u6548\u679c\u8bc4\u4f30\u3002<\/p>\n\n\n\n<p>MillwardBrown(\u73b0\u4e3aKantar)\u4f5c\u4e3a\u5168\u7403\u77e5\u540d\u7684\u5e7f\u544a\u6d4b\u8bc4\u516c\u53f8\uff0c\u5176\u5e7f\u544a\u8bc4\u4f30\u6307\u6807\u4e3b\u8981\u5305\u62ec<strong>\u7a7f\u900f\u529b\u3001\u4fe1\u606f\u4f20\u9012\u3001\u8bf4\u670d\u529b<\/strong>\u4e09\u4e2a\u7ef4\u5ea6\u5341\u591a\u4e2a\u6307\u6807\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/fec9015f9b9a4cb39b20fe977bcc8693.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/13e821da15114cbeb4a639fcba7c9cff.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><strong>2.3 \u54c1\u724c\u5c42\u9762<\/strong><\/p>\n\n\n\n<p>\u54c1\u724c\u8bc4\u4f30\u4e3b\u8981\u6d89\u53ca<strong>\u54c1\u724c\u529b\u3001\u54c1\u724c\u6f0f\u6597\u3001\u54c1\u724c\u5f62\u8c61<\/strong>\u4e09\u65b9\u9762\u3002<\/p>\n\n\n\n<p><strong>2.31\u54c1\u724c\u529b<\/strong><\/p>\n\n\n\n<p>\u54c1\u724c\u529b\uff08Brand Power\uff09\u901a\u5e38\u662f\u7531\u6a21\u578b\u8ba1\u7b97\u5f97\u51fa\uff0c\u8fd9\u65b9\u9762\u6bd4\u8f83\u77e5\u540d\u7684\u6709MillwardBrown(\u73b0\u4e3aKantar)\u516c\u53f8\u7684MDS\u6a21\u578b\uff0c\u8be5\u6a21\u578b\u4e0d\u4ec5\u53ef\u4ee5\u7528\u6765\u5bf9\u4e0d\u540c\u54c1\u724c\u7684\u54c1\u724c\u529b\u6307\u6570\u8fdb\u884c\u6392\u540d\uff0c\u8fd8\u53ef\u4ee5\u901a\u8fc7\u54c1\u724c\u529b\u7684\u7ed3\u6784\u8fdb\u884c\u5206\u7c7b\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/210feb132c8744a48b8f96f2215e9755.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/ddded2a6f4984c03bad72bb7404e44b6.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/00964341ffb1430d8e0c02827f67b1b8.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><strong>2.32\u54c1\u724c\u6f0f\u6597<\/strong><\/p>\n\n\n\n<p>\u54c1\u724c\u6f0f\u6597\u7684\u6307\u6807\u4e3b\u8981\u5305\u62ec<strong>\u54c1\u724c\u77e5\u540d\u5ea6\u3001\u54c1\u724c\u6e17\u900f\u7387\u3001\u54c1\u724c\u597d\u611f\u5ea6\u3001\u54c1\u724c\u5fe0\u8bda\u5ea6\u3001\u54c1\u724c\u63a8\u8350\u7b49<\/strong>\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/17ea887de8a644868477d2cb6ca0edcd.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><strong>2.33\u54c1\u724c\u5f62\u8c61<\/strong><\/p>\n\n\n\n<p>\u54c1\u724c\u5f62\u8c61<strong>\u533a\u5206\u529f\u80fd\u5f62\u8c61\u548c\u60c5\u611f\u5f62\u8c61<\/strong>\uff0c\u529f\u80fd\u5f62\u8c61\u6307\u4ea7\u54c1\u529f\u80fd\u5c42\u9762\u7684\u5370\u8c61\uff0c\u901a\u5e38\u7528\u201c\u6027\u4ef7\u6bd4\u9ad8\u7684\u201d\u3001\u201c\u667a\u80fd\u9886\u5148\u201d\u3001\u201c\u4eba\u6027\u5316\u8bbe\u8ba1\u201d\u3001\u201c\u8d28\u91cf\u597d\u7684\u201d\u7b49\u8bed\u53e5\u6765\u63cf\u8ff0\uff1b\u60c5\u611f\u5f62\u8c61\u6307\u5bf9\u54c1\u724c\u7684\u62df\u4eba\u5316\u8054\u60f3\uff0c\u901a\u5e38\u7528\u201c\u5e74\u8f7b\u7684\u201d\u3001\u201c\u7406\u6027\u7684\u201d\u3001\u201c\u6709\u8da3\u7684\u201d\u7b49\u8bed\u53e5\u6765\u63cf\u8ff0\u3002\u54c1\u724c\u5f62\u8c61\u7684\u5206\u6790\u901a\u5e38\u7528\u5230\u5bf9\u5e94\u5206\u6790\u6280\u672f\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/3f99a29b350f4773bc75af819b3847c9.png\" alt=\"\u7528\u6237\u7814\u7a76\u8d4b\u80fd\u7528\u6237\u4f53\u9a8c\u5efa\u8bbe\"\/><\/figure>\n\n\n\n<p><em><strong>03&nbsp;<\/strong><\/em><strong>\u804a\u804a\u8d8b\u52bf<\/strong><\/p>\n\n\n\n<p>\u5728\u7528\u6237\u4f53\u9a8c\u8bca\u65ad&amp;\u5ea6\u91cf\u65b9\u9762\uff0c\u53c8\u53ef\u4ee5\u6784\u5efa\u8d77\u7531<strong>\u6307\u6807\u4f53\u7cfb\u642d\u5efa\u3001\u6570\u636e\u91c7\u96c6\u3001\u7ed3\u679c\u5e94\u7528<\/strong>\u7ec4\u6210\u7684\u5c0f\u7684\u95ed\u73af\u3002<\/p>\n\n\n\n<p>\u4e0b\u9762\u4ece\u8fd9\u51e0\u4e2a\u65b9\u9762\u7740\u624b\u804a\u804a\u89c2\u5bdf\u5230\u7684\u8d8b\u52bf\u53d8\u5316\u3002<\/p>\n\n\n\n<p><strong>1.\u4f53\u7cfb\u642d\u5efa<\/strong><\/p>\n\n\n\n<p><strong>\u9996\u5148\uff0c\u6307\u6807\u4f53\u7cfb\u9897\u7c92\u5ea6\u66f4\u52a0\u7ec6\u5316\uff0c\u5e76\u4ece\u5355\u4e00\u6307\u6807\u53d1\u5c55\u4e3a\u76d1\u6d4b\u4f53\u7cfb\u3002<\/strong><\/p>\n\n\n\n<p>\u4f8b\u5982\uff0c\u4e2d\u56fd\u5e73\u5b89\u5728\u539f\u6709\u6218\u7565NPS\u4f53\u7cfb\u7684\u57fa\u7840\u4e0a\u53d1\u5c55\u4e86\u89e6\u70b9NPS\u548c\u5173\u7cfbNPS\u3002<\/p>\n\n\n\n<p>\u6218\u7565NPS\u6307\u5bf9\u6574\u4e2a\u884c\u4e1a\u7684\u672c\u54c1\u548c\u7ade\u54c1\u7528\u6237\u8fdb\u884c\u6d4b\u91cf\uff0c\u6d4b\u91cf\u5185\u5bb9\u662f\u7528\u6237\u4f53\u9a8c\u65c5\u7a0b\u7684\u6240\u6709\u5173\u952e\u89e6\u70b9\uff0c\u5bf9\u6807\u7ade\u54c1\u8bc6\u522b\u4f53\u9a8c\u5dee\u8ddd\uff0c\u4e00\u822c\u4e00\u5e74\u5f00\u5c55\u4e00\u6b21\uff0c\u4e3b\u8981\u7528\u4e8e\u6218\u7565\u89c4\u5212\u3002<\/p>\n\n\n\n<p>\u5173\u7cfbNPS\u6307\u56f4\u7ed5\u672c\u54c1\u548c\u7528\u6237\u5173\u7cfb\uff0c\u8003\u5bdf\u5728\u6240\u6709\u7528\u6237\u751f\u547d\u5468\u671f\u9636\u6bb5\u7684\u672c\u54c1NPS\u8868\u73b0\uff0c\u540c\u65f6\u6bcf\u4e2a\u9636\u6bb5\u7684\u6d4b\u91cf\u5185\u5bb9\u548c\u6d4b\u91cf\u5bf9\u8c61\u6709\u6240\u4e0d\u540c\uff0c\u6bd4\u5982\u624b\u673a\u65b0\u673a\u9636\u6bb5\u76d1\u6d4b\u5185\u5bb9\u4fa7\u91cd\u65b0\u673a\u4f7f\u7528\u4f53\u9a8c\uff0c\u53ca\u65f6\u53d1\u73b0\u65b0\u4ea7\u54c1\u4f53\u9a8c\u95ee\u9898\uff0c\u6d4b\u91cf\u5bf9\u8c61\u662f\u65b0\u7528\u6237\uff1b\u8d2d\u673a\u540e3\u4e2a\u6708\u76d1\u6d4b\u5185\u5bb9\u4fa7\u91cd\u65e5\u5e38\u4f7f\u7528\u4f53\u9a8c\uff0c\u6d4b\u91cf\u5bf9\u8c61\u662f\u8d2d\u673a\u540e\u4e00\u6bb5\u65f6\u95f4\u7684\u5b58\u91cf\u7528\u6237\u3002<\/p>\n\n\n\n<p>\u89e6\u70b9NPS\u6307\u5bf9\u7528\u6237\u4f53\u9a8c\u65c5\u7a0b\u91cc\u7684\u5173\u952e\u89e6\u70b9\u5355\u72ec\u505a\u76d1\u6d4b\uff0c\u6bd4\u5982\u552e\u524d\u548c\u552e\u540e\u89e6\u70b9NPS\uff0c\u540c\u65f6\u89e6\u70b9NPS\u7684\u6d4b\u91cf\u8868\u73b0\u51fa\u5b9e\u65f6\u6027\uff0c\u4e5f\u5c31\u662f\u7528\u6237\u5728\u5b8c\u6210\u4e00\u6b21\u8d2d\u7269\u540e\u5c31\u53ef\u80fd\u5b9e\u65f6\u6536\u5230NPS\u8c03\u7814\u95ee\u5377\u3002<\/p>\n\n\n\n<p>\u540c\u6837\u7684\u6ee1\u610f\u5ea6\u8bc4\u4f30\u6307\u6807\u4f53\u7cfb\u9002\u7528\u3002\u4f8b\u5982\u4ee5\u524d\u6211\u4eec\u5728\u505a\u4e00\u4e2aAPP\u7684\u6ee1\u610f\u5ea6\u76d1\u6d4b\u9879\u76ee\u65f6\uff0c\u901a\u5e38\u53ea\u4f1a\u57fa\u4e8e\u672c\u7ade\u54c1\u5bf9\u6807\u4e00\u5e74\u505a\u4e00\u6b21\uff0c\u4e5f\u5c31\u662f\u6218\u7565\u6ee1\u610f\u5ea6\u3002\u968f\u7740\u6d41\u91cf\u89c1\u9876\u5b58\u91cf\u7528\u6237\u7cbe\u7ec6\u5316\u8fd0\u8425\u65f6\u4ee3\u7684\u5230\u6765\uff0c\u5bf9\u4ea7\u54c1\u6ee1\u610f\u5ea6\u7684\u8bc4\u4f30\u53ef\u80fd\u9700\u8981\u4e0b\u6c89\u5230\u67d0\u4e00\u4e2a\u529f\u80fd\u6a21\u5757\uff0c\u4f1a\u5bf9\u8be5APP\u7684\u5173\u952e\u529f\u80fd\u5355\u72ec\u8fdb\u884c\u6ee1\u610f\u5ea6\u8bc4\u4f30\uff0c\u4e5f\u5c31\u662f\u89e6\u70b9\u6ee1\u610f\u5ea6\u3002<\/p>\n\n\n\n<p><strong>\u5176\u6b21\uff0c\u6307\u6807\u4f53\u7cfb\u7684\u5ea6\u91cf\u7ef4\u5ea6\u66f4\u52a0\u4e30\u5bcc\u548c\u7acb\u4f53\u5316\uff0c\u9664\u4e86\u7528\u6237\u4f53\u9a8c\u7ef4\u5ea6\uff0c\u4e5f\u5f00\u59cb\u6574\u5408\u6280\u672f\u7ef4\u5ea6\uff0c\u7528\u6237\u884c\u4e3a\uff0c\u5546\u4e1a\u7ef4\u5ea6\u7b49\u3002<\/strong><\/p>\n\n\n\n<p>\u4f8b\u5982\u8682\u8681\u91d1\u670d\u7684PTECH\u6307\u6807\u4f53\u7cfb\uff0c\u662f\u4ee5Google\u7684HEART\u6a21\u578b\u4e3a\u57fa\u7840\uff0c\u7ed3\u5408B\u7aef\u4ea7\u54c1\u7684\u5b9e\u9645\u60c5\u51b5\u6574\u5408\u800c\u6210\u7684\u7528\u6237\u4f53\u9a8c\u5ea6\u91cf\u6a21\u578b\uff0c\u662f\u6280\u672f\u7ef4\u5ea6\uff0c\u7528\u6237\u884c\u4e3a\u7ef4\u5ea6\u548c\u7528\u6237\u4f53\u9a8c\u7ef4\u5ea6\u7684\u7ed3\u5408\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.growthhk.cn\/wp-content\/uploads\/2022\/04\/666de6fafdad4cffa5e83ac2063e62da.png\" 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