{"id":19196,"date":"2023-02-28T14:33:03","date_gmt":"2023-02-28T14:33:03","guid":{"rendered":"https:\/\/vibetrace.com\/?p=19196"},"modified":"2023-03-31T10:18:15","modified_gmt":"2023-03-31T10:18:15","slug":"net-promoter-score","status":"publish","type":"post","link":"https:\/\/vibetrace.com\/zh\/\u6de8\u63a8\u85a6\u503c\/","title":{"rendered":"\u6de8\u63a8\u85a6\u503c"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div>\n<p><strong>\u6de8\u63a8\u85a6\u503c<\/strong> \u662f\u8861\u91cf\u5ba2\u6236\u65c5\u7a0b\u9ad4\u9a57\u7684\u95dc\u9375\u6307\u6a19\u3002\u5b83\u53ef\u4ee5\u8b93\u60a8\u5f9e\u5ba2\u6236\u7684\u89d2\u5ea6\u4e86\u89e3\u60a8\u7684\u696d\u52d9\u904b\u4f5c\u60c5\u6cc1<\/p>\n\n\n<style>.kb-table-of-content-nav.kb-table-of-content-id_3ed1ed-6c .kb-table-of-content-wrap{padding-top:var(--global-kb-spacing-sm, 1.5rem);padding-right:var(--global-kb-spacing-sm, 1.5rem);padding-bottom:var(--global-kb-spacing-sm, 1.5rem);padding-left:var(--global-kb-spacing-sm, 1.5rem);}.kb-table-of-content-nav.kb-table-of-content-id_3ed1ed-6c .kb-table-of-contents-title-wrap{padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.kb-table-of-content-nav.kb-table-of-content-id_3ed1ed-6c .kb-table-of-contents-title{font-weight:regular;font-style:normal;}.kb-table-of-content-nav.kb-table-of-content-id_3ed1ed-6c .kb-table-of-content-wrap .kb-table-of-content-list{font-weight:regular;font-style:normal;margin-top:var(--global-kb-spacing-sm, 1.5rem);margin-right:0px;margin-bottom:0px;margin-left:0px;}<\/style>\n\n\n<p>\u60a8\u53ef\u80fd\u5df2\u7d93\u591a\u6b21\u8a62\u554f\u5927\u591a\u6578\u5ba2\u6236\uff0c\u6839\u64da\u4ed6\u5011\u7684\u53cd\u994b\u548c\u7d93\u9a57\uff0c\u4ed6\u5011\u6703\u5411\u60a8\u63a8\u85a6\u591a\u5c11\u670d\u52d9\u6216\u7522\u54c1\u3002<\/p>\n\n\n\n<p>\u9019\u662f\u7531\u65bc\u4ee5\u4e0b\u4e8b\u5be6\uff1a<a href=\"https:\/\/vibetrace.com\/zh\/\u5ba2\u6236\u53cd\u994b\u8edf\u4ef6\/\" data-type=\"page\" data-id=\"14433\"> \u5ba2\u6236\u9ad4\u9a57<\/a> \u901a\u5e38\uff0c\u5c0d\u60a8\u7684\u696d\u52d9\u7684\u5f71\u97ff\u6bd4\u597d\u7684\u696d\u52d9\u5f71\u97ff\u66f4\u5927\u3002 <\/p>\n\n\n\n<p>\u5982\u679c\u4ed6\u5011\u77e5\u9053\u60a8\u7576\u524d\u548c\u4ee5\u524d\u7684\u5ba2\u6236\u5c0d\u60a8\u63d0\u4f9b\u7684\u89e3\u6c7a\u4ed6\u5011\u554f\u984c\u7684\u7522\u54c1\u6709\u7a4d\u6975\u7684\u9ad4\u9a57\uff0c\u90a3\u9ebc\u8aaa\u670d\u4ed6\u5011\u5c31\u66f4\u5bb9\u6613\u4e86\u3002<\/p>\n\n\n\n<p>\u8a73\u7d30\u4e86\u89e3\u5982\u4f55<strong> \u63d0\u9ad8\u60a8\u7684\u6de8\u63a8\u85a6\u503c<\/strong> \u6700\u5927\u5316\u60a8\u7684\u696d\u52d9\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u4ec0\u9ebc\u662f\u6de8\u63a8\u85a6\u503c\uff1f<\/h2>\n\n\n<div class=\"gb-container gb-container-e183e0de\"><div class=\"gb-inside-container\">\n\n<p class=\"gb-headline gb-headline-a0f29df1 gb-headline-text\">\u6de8\u63a8\u85a6\u503c\u7684\u5b9a\u7fa9<\/p>\n\n\n\n<p>\u6de8\u63a8\u85a6\u503c (NPS) \u662f\u4e00\u7a2e\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u6eff\u610f\u5ea6\u6307\u6a19\uff0c\u7528\u65bc\u8861\u91cf\u5ba2\u6236\u5411\u4ed6\u4eba\u63a8\u85a6\u516c\u53f8\u7522\u54c1\u6216\u670d\u52d9\u7684\u53ef\u80fd\u6027\u3002<\/p>\n\n<\/div><\/div>\n\n\n<p><\/p>\n\n\n\n<p>NPS \u57fa\u65bc\u55ae\u554f\u984c\u8abf\u67e5\uff0c\u8981\u6c42\u5ba2\u6236\u6309\u7167 0 \u5230 10 \u7684\u7bc4\u570d\u5c0d\u4ed6\u5011\u5411\u5176\u4ed6\u4eba\u63a8\u85a6\u8a72\u516c\u53f8\u7684\u53ef\u80fd\u6027\u9032\u884c\u8a55\u5206\u3002 <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u56de\u7b54 9 \u6216 10 \u7684\u5ba2\u6236\u88ab\u8996\u70ba\u201c<strong>\u767c\u8d77\u4eba<\/strong>\u201d\u4e26\u4e14\u66f4\u6709\u53ef\u80fd\u63a8\u85a6\u8a72\u516c\u53f8\u3002 <\/li>\n\n\n\n<li>\u90a3\u4e9b\u56de\u7b54\u5206\u6578\u70ba 0 \u5230 6 \u7684\u4eba\u88ab\u8996\u70ba\u201c<strong>\u6279\u8a55\u8005<\/strong>\u201d\u4e26\u4e14\u4e0d\u592a\u53ef\u80fd\u63a8\u85a6\u8a72\u516c\u53f8\u3002 <\/li>\n\n\n\n<li>\u56de\u7b54\u5f97\u5206\u70ba 7 \u6216 8 \u7684\u5ba2\u6236\u88ab\u8996\u70ba\u201c<strong>\u88ab\u52d5\u8a9e\u614b<\/strong>\u201d\u4e26\u4e14\u5c0d\u65bc\u63a8\u85a6\u8a72\u516c\u53f8\u6301\u4e2d\u7acb\u614b\u5ea6\u3002<\/li>\n<\/ul>\n\n\n\n<p>NPS \u662f\u4e00\u500b\u7c21\u55ae\u6613\u7528\u7684\u6307\u6a19\uff0c\u53ef\u5feb\u901f\u53cd\u6620\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u6eff\u610f\u5ea6\u3002 <\/p>\n\n\n\n<p>\u5b83\u53ef\u7528\u65bc\u8ddf\u8e2a\u5ba2\u6236\u6eff\u610f\u5ea6\u96a8\u6642\u9593\u7684\u8b8a\u5316\uff0c\u8207\u884c\u696d\u7af6\u722d\u5c0d\u624b\u9032\u884c\u6bd4\u8f03\uff0c\u4e26\u78ba\u5b9a\u9700\u8981\u6539\u9032\u7684\u9818\u57df\u3002&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u6de8\u63a8\u85a6\u503c\u516c\u5f0f<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"512\" src=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-formula-1024x512.png\" alt=\"\" class=\"wp-image-19206\" srcset=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-formula-1024x512.png 1024w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-formula-300x150.png 300w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-formula-768x384.png 768w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-formula-18x9.png 18w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-formula.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>\u6de8\u63a8\u85a6\u503c (NPS) \u7684\u8a08\u7b97\u65b9\u6cd5\u662f\u5f9e\u63a8\u85a6\u8005\uff08\u8a55\u5206\u70ba 9 \u6216 10 \u5206\u7684\u5ba2\u6236\uff09\u767e\u5206\u6bd4\u4e2d\u6e1b\u53bb\u8cb6\u4f4e\u8005\uff08\u8a55\u5206\u70ba 0 \u5230 6 \u5206\u7684\u5ba2\u6236\uff09\u7684\u767e\u5206\u6bd4\u3002 <\/p>\n\n\n\n<p>\u7d50\u679c\u5f97\u5206 <strong>\u7bc4\u570d\u5f9e -100 \u5230 100\u3002<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u6309\u884c\u696d\u5283\u5206\u7684\u6de8\u63a8\u85a6\u503c\u57fa\u6e96<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry1-1024x1024.png\" alt=\"\" class=\"wp-image-19204\" srcset=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry1-1024x1024.png 1024w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry1-300x300.png 300w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry1-150x150.png 150w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry1-768x768.png 768w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry1-12x12.png 12w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry1.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry2-1024x1024.png\" alt=\"\" class=\"wp-image-19205\" srcset=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry2-1024x1024.png 1024w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry2-300x300.png 300w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry2-150x150.png 150w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry2-768x768.png 768w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry2-12x12.png 12w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/net-promoter-score-benchmarks-by-industry2.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">\u8cc7\u6599\u4f86\u6e90\uff1aQualtrics \u611f\u5230\u9ad8\u8208<\/figcaption><\/figure>\n<\/div>\n\n\n<p>\u4e0b\u8868\u986f\u793a\u4e86\u6bcf\u500b\u884c\u696d\u4ee5\u53ca\u57fa\u6e96\u4e2d\u7684\u516c\u53f8\u7684\u9ad8\u3001\u4f4e\u548c\u5e73\u5747 NPS\u3002<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>\u884c\u696d<\/strong><\/td><td><strong>\u4f4e\u7684<\/strong><\/td><td><strong>\u5e73\u5747\u7684<\/strong><\/td><td><strong>\u9ad8\u7684<\/strong><\/td><\/tr><tr><td>\u6c7d\u8eca\u7d93\u92b7\u5546<\/td><td>33<\/td><td>48<\/td><td>63<\/td><\/tr><tr><td>\u8edf\u4ef6<\/td><td>28<\/td><td>41<\/td><td>55<\/td><\/tr><tr><td>\u4e3b\u8981\u5bb6\u96fb<\/td><td>31<\/td><td>40<\/td><td>53<\/td><\/tr><tr><td>\u6295\u8cc7<\/td><td>31<\/td><td>40<\/td><td>53<\/td><\/tr><tr><td>\u96fb\u8166\u548c\u5e73\u677f\u96fb\u8166<\/td><td>8<\/td><td>40<\/td><td>60<\/td><\/tr><tr><td>\u8d85\u7d1a\u5e02\u5834<\/td><td>20<\/td><td>39<\/td><td>59<\/td><\/tr><tr><td>\u4fdd\u96aa<\/td><td>19<\/td><td>37<\/td><td>68<\/td><\/tr><tr><td>\u9152\u5e97<\/td><td>4<\/td><td>37<\/td><td>55<\/td><\/tr><tr><td>\u822a\u7a7a\u516c\u53f8<\/td><td>18<\/td><td>37<\/td><td>55<\/td><\/tr><tr><td>\u96f6\u552e\u5546<\/td><td>1<\/td><td>35<\/td><td>59<\/td><\/tr><tr><td>\u79df\u8eca<\/td><td>222<\/td><td>34<\/td><td>49<\/td><\/tr><tr><td>\u5305\u88f9\u905e\u9001<\/td><td>28<\/td><td>34<\/td><td>42<\/td><\/tr><tr><td>\u9280\u884c<\/td><td>17<\/td><td>32<\/td><td>62<\/td><\/tr><tr><td>\u5feb\u9910<\/td><td>1<\/td><td>30<\/td><td>53<\/td><\/tr><tr><td>\u4fe1\u7528\u5361<\/td><td>13<\/td><td>30<\/td><td>60<\/td><\/tr><tr><td>\u7121\u7dda\u904b\u71df\u5546<\/td><td>12<\/td><td>29<\/td><td>36<\/td><\/tr><tr><td>\u516c\u7528\u4e8b\u696d<\/td><td>5<\/td><td>27<\/td><td>41<\/td><\/tr><tr><td>\u5065\u5eb7\u8a08\u5283<\/td><td>10<\/td><td>24<\/td><td>43<\/td><\/tr><tr><td>\u4e92\u806f\u7db2\u670d\u52d9<\/td><td>2<\/td><td>16<\/td><td>33<\/td><\/tr><tr><td>\u96fb\u8996\u670d\u52d9<\/td><td>-5<\/td><td>11<\/td><td>28<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><a href=\"https:\/\/delighted.com\/nps-benchmarks\" target=\"_blank\" rel=\"noopener\">\u9ad8\u8208\u6975\u4e86 <\/a>\u63d0\u4f9b\u6309\u884c\u696d\u5283\u5206\u7684\u5e73\u5747\u6de8\u63a8\u85a6\u503c (NPS) \u57fa\u6e96\u6578\u64da\uff0c\u5176\u4e2d\u986f\u793a\u6bcf\u500b\u884c\u696d\u4ee5\u53ca\u57fa\u6e96\u4e2d\u7684\u516c\u53f8\u7684\u9ad8\u3001\u4f4e\u548c\u5e73\u5747 NPS\u3002 <\/p>\n\n\n\n<p>NPS\u8861\u91cf\u5ba2\u6236\u5c0d\u516c\u53f8\u7684\u5fe0\u8aa0\u5ea6\uff0c\u7bc4\u570d\u5f9e-100\u5230100\uff0c\u5206\u6578\u8d8a\u9ad8\u8868\u660e\u5fe0\u8aa0\u5ea6\u8d8a\u9ad8\u3002<\/p>\n\n\n\n<p>\u6578\u64da\u986f\u793a\uff0cNPS\u5f97\u5206\u6700\u9ad8\u7684\u662f\u6c7d\u8eca\u7d93\u92b7\u5546\u884c\u696d\uff0c\u4f4e\u520633\u5206\uff0c\u5e73\u5747\u520648\u5206\uff0c\u9ad8\u520663\u5206\u3002 <\/p>\n\n\n\n<p>\u8edf\u4ef6\u884c\u696d\u7dca\u96a8\u5176\u5f8c\uff0c\u5e73\u5747\u5f97\u5206\u70ba41\u3002\u5927\u578b\u5bb6\u96fb\u3001\u6295\u8cc7\u4ee5\u53ca\u8a08\u7b97\u6a5f\u548c\u5e73\u677f\u96fb\u8166\u884c\u696d\u7684\u5e73\u5747NPS\u5f97\u5206\u4e5f\u76f8\u5c0d\u8f03\u9ad8\uff0c\u572840\u523053\u4e4b\u9593\u3002<\/p>\n\n\n\n<p>\u5176\u4ed6\u884c\u696d\uff0c\u5982\u8d85\u5e02\u3001\u4fdd\u96aa\u3001\u9152\u5e97\u3001\u822a\u7a7a\u516c\u53f8\u3001\u96f6\u552e\u5546\u3001\u79df\u8eca\u3001\u5305\u88f9\u905e\u9001\u548c\u9280\u884c\uff0c\u5e73\u5747 NPS \u5206\u6578\u5728 32 \u5230 39 \u4e4b\u9593\u3002 <\/p>\n\n\n\n<p>\u5feb\u9910\u3001\u4fe1\u7528\u5361\u3001\u7121\u7dda\u904b\u71df\u5546\u3001\u516c\u7528\u4e8b\u696d\u548c\u5065\u5eb7\u8a08\u5283\u7684\u5e73\u5747 NPS \u5206\u6578\u76f8\u5c0d\u8f03\u4f4e\uff0c\u7bc4\u570d\u70ba 24 \u5230 30\u3002 <\/p>\n\n\n\n<p>\u4e92\u806f\u7db2\u670d\u52d9\u548c\u96fb\u8996\u670d\u52d9\u884c\u696d\u7684\u5e73\u5747 NPS \u5f97\u5206\u6700\u4f4e\uff0c\u70ba 11 \u81f3 16\u3002<\/p>\n\n\n\n<p>\u503c\u5f97\u6ce8\u610f\u7684\u662f\uff0c\u8a72\u57fa\u6e96\u5305\u62ec\u6bcf\u500b\u884c\u696d\u5167\u7684\u591a\u5bb6\u516c\u53f8\uff0cNPS \u5206\u6578\u7684\u7bc4\u570d\u53ef\u4ee5\u6d1e\u5bdf\u6bcf\u500b\u884c\u696d\u5167\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u7684\u8b8a\u5316\u3002<\/p>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">\u5982\u4f55\u8ffd\u8e2a\u6de8\u63a8\u85a6\u503c\uff1f<\/h3>\n\n\n\n<p>\u8ddf\u8e2a\u6de8\u63a8\u85a6\u503c (NPS) \u53ef\u4ee5\u6210\u70ba\u60a8\u7684\u4f01\u696d\u8861\u91cf\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u6eff\u610f\u5ea6\u7684\u6709\u6548\u65b9\u6cd5\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/track-net-promoter-score-1024x1024.png\" alt=\"\" class=\"wp-image-19258\" srcset=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/track-net-promoter-score-1024x1024.png 1024w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/track-net-promoter-score-300x300.png 300w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/track-net-promoter-score-150x150.png 150w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/track-net-promoter-score-768x768.png 768w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/track-net-promoter-score-12x12.png 12w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/02\/track-net-promoter-score.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>\u6709\u591a\u7a2e\u5de5\u5177\u53ef\u7528\u65bc\u8ddf\u8e2a\u6de8\u63a8\u85a6\u503c\uff0c\u5305\u62ec\uff1a<\/p>\n\n\n\n<p><strong>\u7dad\u8c9d\u7279\u96f7\u65af<\/strong>\uff1avibetrace \u63d0\u4f9b\u5b8c\u6574\u7684\u89e3\u6c7a\u65b9\u6848\u4f86\u6536\u96c6\u5ba2\u6236\u6578\u64da\uff0c\u5305\u62ec\u6de8\u63a8\u85a6\u503c\u3002\u8a72\u5e73\u53f0\u5141\u8a31 <a href=\"https:\/\/vibetrace.com\/zh\/\u5ba2\u6236\u53cd\u994b\u8edf\u4ef6\/\" data-type=\"page\" data-id=\"14433\">\u6536\u96c6\u6c11\u610f\u8abf\u67e5\/\u8abf\u67e5\u7684\u56de\u590d<\/a> \u4f86\u81ea\u4e0d\u540c\u985e\u578b\u7684\u554f\u984c\u3002<\/p>\n\n\n\n<p><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"339\" src=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/03\/net-promoter-score-question-1024x339.png\" alt=\"\" class=\"wp-image-19625\" srcset=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/03\/net-promoter-score-question-1024x339.png 1024w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/03\/net-promoter-score-question-300x99.png 300w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/03\/net-promoter-score-question-768x254.png 768w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/03\/net-promoter-score-question-1536x508.png 1536w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/03\/net-promoter-score-question-2048x677.png 2048w, https:\/\/vibetrace.com\/wp-content\/uploads\/2023\/03\/net-promoter-score-question-18x6.png 18w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">\u5c07\u6de8\u63a8\u85a6\u503c\u554f\u984c\u6dfb\u52a0\u5230\u60a8\u7684\u6c60\u4e2d <\/figcaption><\/figure>\n\n\n\n<p><strong>\u8abf\u67e5\u7334\u5b50\uff1a <\/strong>SurveyMonkey \u662f\u4e00\u7a2e\u6d41\u884c\u7684\u8abf\u67e5\u5de5\u5177\uff0c\u53ef\u8b93\u60a8\u5275\u5efa NPS \u8abf\u67e5\u4e26\u5c07\u5176\u767c\u9001\u7d66\u5ba2\u6236\u3002\u8a72\u5e73\u53f0\u9084\u63d0\u4f9b\u5206\u6790\u548c\u5831\u544a\u529f\u80fd\uff0c\u5e6b\u52a9\u60a8\u8ddf\u8e2a\u4e00\u6bb5\u6642\u9593\u5167\u7684 NPS\u3002<\/p>\n\n\n\n<p><strong>\u4f0d\u7279\u91cc\u514b\uff1a<\/strong> Wootric \u662f\u4e00\u500b\u5c08\u9580\u5f9e\u4e8b NPS \u8ddf\u8e2a\u7684\u5ba2\u6236\u53cd\u994b\u5e73\u53f0\u3002\u5b83\u63d0\u4f9b\u5be6\u6642\u5206\u6790\u548c\u5831\u544a\u4ee5\u53ca\u5e6b\u52a9\u60a8\u63d0\u9ad8\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u4fdd\u7559\u7387\u7684\u5de5\u5177\u3002<\/p>\n\n\n\n<p><strong>\u4fc3\u92b7\u54e1.io\uff1a <\/strong>Promoter.io \u662f\u4e00\u7a2e NPS \u8edf\u4ef6\u89e3\u6c7a\u65b9\u6848\uff0c\u63d0\u4f9b\u4e00\u7cfb\u5217\u529f\u80fd\u4f86\u5e6b\u52a9\u60a8\u8ddf\u8e2a\u548c\u63d0\u9ad8\u5206\u6578\u3002\u5b83\u5305\u62ec\u81ea\u52d5\u8abf\u67e5\u3001\u60c5\u7dd2\u5206\u6790\u548c\u5ba2\u6236\u53cd\u994b\u7ba1\u7406\u7b49\u529f\u80fd\u3002<\/p>\n\n\n\n<p><strong>\u9ad8\u8208\u6975\u4e86\uff1a <\/strong>Delighted \u662f\u4e00\u500b NPS \u8ddf\u8e2a\u548c\u5ba2\u6236\u53cd\u994b\u5e73\u53f0\uff0c\u5141\u8a31\u60a8\u901a\u904e\u96fb\u5b50\u90f5\u4ef6\u3001\u77ed\u4fe1\u6216\u5728\u60a8\u7684\u7db2\u7ad9\u4e0a\u767c\u9001\u8abf\u67e5\u3002\u5b83\u63d0\u4f9b\u5206\u6790\u548c\u5831\u544a\u5de5\u5177\uff0c\u5e6b\u52a9\u60a8\u8ddf\u8e2a\u4e00\u6bb5\u6642\u9593\u5167\u7684 NPS \u4e26\u8b58\u5225\u5ba2\u6236\u53cd\u994b\u4e2d\u7684\u8da8\u52e2\u548c\u6a21\u5f0f\u3002<\/p>\n\n\n\n<p>\u6700\u7d42\uff0c\u8ddf\u8e2a NPS \u7684\u6700\u4f73\u5de5\u5177\u5c07\u53d6\u6c7a\u65bc\u60a8\u7684\u5177\u9ad4\u9700\u6c42\u548c\u9810\u7b97\u3002 <\/p>\n\n\n\n<p>\u9078\u64c7\u4e00\u500b\u80fd\u5920\u63d0\u4f9b\u60a8\u96a8\u6642\u9593\u8ddf\u8e2a\u548c\u63d0\u9ad8\u5206\u6578\u6240\u9700\u7684\u7279\u6027\u548c\u529f\u80fd\u7684\u5de5\u5177\u975e\u5e38\u91cd\u8981\u3002<\/p>\n\n\n<div class=\"gb-container gb-container-4fe8fb59\"><div class=\"gb-inside-container\">\n<div class=\"gb-grid-wrapper gb-grid-wrapper-4e3009e9\">\n<div class=\"gb-grid-column gb-grid-column-2156c324\"><div class=\"gb-container gb-container-2156c324\"><div class=\"gb-inside-container\">\n\n<p class=\"gb-headline gb-headline-becb76a4 gb-headline-text\">\u4f60\u559c\u6b61\u9019\u7bc7\u6587\u7ae0\u55ce\uff1f<\/p>\n\n\n\n<p class=\"gb-headline gb-headline-d0253076 gb-headline-text\">\u52a0\u5165\u6211\u5011\u7684 CX for Retail \u5c08\u7528\u6642\u4e8b\u901a\u8a0a\uff01<\/p>\n\n\n<div class=\"gb-container gb-container-d5704067\"><div class=\"gb-inside-container\">\n<div class=\"wp-block-image is-style-rounded\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg-1024x1024.jpeg\" alt=\"\" class=\"wp-image-15727\" style=\"width:188px;height:188px\" srcset=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg.jpeg 1024w, https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg-300x300.jpeg 300w, https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg-150x150.jpeg 150w, https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg-768x768.jpeg 768w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n<\/div><\/div>\n\n\n<p class=\"gb-headline gb-headline-ef94572a gb-headline-text\">\u5bc6\u5207\u95dc\u6ce8\u5c0d\u512a\u5316\u6578\u5b57\u6536\u5165\u771f\u6b63\u91cd\u8981\u7684\u4e8b\u60c5\u3002<\/p>\n\n\n\n<form style=\"width:100%; display:block; text-align:center; margin:0px auto 20px auto\" action=\"https:\/\/pages.vtcdn.net\/lists\/213\/2626\/0MOEaLRBEknB\/subscribe\" name=\"blue_woman\" method=\"POST\" target=\"_blank\" data-trp-original-action=\"https:\/\/pages.vtcdn.net\/lists\/213\/2626\/0MOEaLRBEknB\/subscribe\">\n<div style=\"width:100%; margin:10px 0\"><input style=\"width:100%\" type=\"text\" name=\"email\" value=\"\" placeholder=\"\u96fb\u5b50\u90f5\u4ef6\u5730\u5740\"><\/div>\n<div style=\"width:100%; margin:10px 0\"><input style=\"width:100%\" type=\"text\" name=\"firstname\" value=\"\" placeholder=\"\u540d\"><\/div>\n<input type=\"hidden\" name=\"source\" value=\"blog_blue_woman\">\n<input type=\"text\" name=\"__em\" value=\"\" style=\"display:none\">\n<input type=\"text\" name=\"__email\" value=\"\" style=\"display:none\">\n<input type=\"text\" name=\"__name\" value=\"\" style=\"display:none\">\n<div class=\"gb-button-wrapper\">\n<button type=\"submit\" class=\"gb-button gb-button-text\" style=\"width:100%\">\u8a02\u95b1\u6211<\/button>\n<\/div>\n<input type=\"hidden\" name=\"trp-form-language\" value=\"zh\"\/><\/form>\n\n\n\n<p class=\"has-small-font-size\">\u55ae\u64ca\u6309\u9215\u5373\u8868\u793a\u60a8\u63a5\u53d7\u6211\u5011\u7684 <a rel=\"noreferrer noopener\" href=\"https:\/\/vibetrace.com\/zh\/\u689d\u6b3e\u548c\u689d\u4ef6\/\" target=\"_blank\">\u689d\u6b3e\u53ca\u689d\u4ef6<\/a>\u3002\u60a8\u9084\u9700\u8981\u78ba\u8a8d\u60a8\u7684\u96fb\u5b50\u90f5\u4ef6\u5730\u5740\u3002<\/p>\n\n<\/div><\/div><\/div>\n<\/div>\n<\/div><\/div>\n\n\n<h3 class=\"wp-block-heading\">\u60a8\u61c9\u8a72\u591a\u4e45\u6aa2\u67e5\u4e00\u6b21\u6de8\u63a8\u85a6\u503c\uff1f<\/h3>\n\n\n\n<p>\u6aa2\u67e5\u6de8\u63a8\u85a6\u503c (NPS) \u7684\u983b\u7387\u53ef\u80fd\u6703\u6709\u6240\u4e0d\u540c\uff0c\u5177\u9ad4\u53d6\u6c7a\u65bc\u60a8\u7684\u696d\u52d9\u6027\u8cea\u3001\u5ba2\u6236\u7fa4\u898f\u6a21\u4ee5\u53ca\u8ddf\u8e2a NPS \u7684\u76ee\u6a19\u3002\u4e00\u822c\u4f86\u8aaa\uff0c\u5b9a\u671f\u6aa2\u67e5 NPS \u4ee5\u76e3\u63a7\u8da8\u52e2\u4e26\u8b58\u5225\u5ba2\u6236\u60c5\u7dd2\u7684\u8b8a\u5316\u662f\u500b\u597d\u4e3b\u610f\u3002<\/p>\n\n\n\n<p>\u4ee5\u4e0b\u662f\u6aa2\u67e5 NPS \u7684\u4e00\u4e9b\u5e38\u898b\u65b9\u6cd5\uff1a<\/p>\n\n\n\n<p><strong>\u5b63\u520a\uff1a <\/strong>\u6bcf\u5b63\u5ea6\uff08\u5373\u6bcf\u4e09\u500b\u6708\uff09\u6aa2\u67e5\u4e00\u6b21 NPS \u662f\u4e00\u7a2e\u5e38\u898b\u7684\u65b9\u6cd5\u3002\u901a\u904e\u6b64\u983b\u7387\uff0c\u60a8\u53ef\u4ee5\u8ddf\u8e2a\u5ba2\u6236\u60c5\u7dd2\u96a8\u6642\u9593\u7684\u8b8a\u5316\uff0c\u4e26\u6839\u64da\u9019\u4e9b\u8da8\u52e2\u8abf\u6574\u60a8\u7684\u7b56\u7565\u3002<\/p>\n\n\n\n<p><strong>\u6bcf\u6708\uff1a <\/strong>\u5982\u679c\u60a8\u7684\u4f01\u696d\u8655\u65bc\u5feb\u901f\u767c\u5c55\u7684\u884c\u696d\u6216\u5ba2\u6236\u60c5\u7dd2\u983b\u7e41\u8b8a\u5316\uff0c\u60a8\u53ef\u80fd\u9700\u8981\u6bcf\u6708\u6aa2\u67e5\u4e00\u6b21 NPS\u3002\u9019\u7a2e\u65b9\u6cd5\u4f7f\u60a8\u80fd\u5920\u5feb\u901f\u97ff\u61c9\u5ba2\u6236\u60c5\u7dd2\u7684\u8b8a\u5316\u4e26\u76f8\u61c9\u5730\u8abf\u6574\u60a8\u7684\u7b56\u7565\u3002<\/p>\n\n\n\n<p><strong>\u9023\u7e8c\uff1a <\/strong>\u4e00\u4e9b\u4f01\u696d\u4f7f\u7528\u80fd\u5920\u5be6\u6642\u76e3\u63a7\u548c\u5206\u6790\u5ba2\u6236\u53cd\u994b\u7684\u5de5\u5177\u4f86\u6301\u7e8c\u6aa2\u67e5 NPS\u3002\u5982\u679c\u60a8\u64c1\u6709\u9f90\u5927\u7684\u5ba2\u6236\u7fa4\u6216\u8005\u5ba2\u6236\u60c5\u7dd2\u7d93\u5e38\u8b8a\u5316\uff0c\u90a3\u9ebc\u9019\u7a2e\u65b9\u6cd5\u6703\u5f88\u6709\u5e6b\u52a9\u3002<\/p>\n\n\n\n<p>\u6700\u7d42\uff0c\u6aa2\u67e5 NPS \u7684\u983b\u7387\u61c9\u8207\u60a8\u7684\u696d\u52d9\u76ee\u6a19\u548c\u8cc7\u6e90\u4fdd\u6301\u4e00\u81f4\u3002\u5236\u5b9a\u4e00\u81f4\u7684\u6642\u9593\u8868\u4f86\u6aa2\u67e5 NPS \u4e26\u5229\u7528\u7372\u5f97\u7684\u898b\u89e3\u4f86\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\u4e26\u63a8\u52d5\u589e\u9577\u975e\u5e38\u91cd\u8981\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u6de8\u63a8\u85a6\u503c\u8a08\u7b97\u5668<\/h2>\n\n\n\n<p>\u60a8\u60f3\u8a08\u7b97\u60a8\u7684\u6de8\u63a8\u85a6\u503c\u55ce\uff1f\u4f7f\u7528\u4e0b\u9762\u6211\u5011\u7684\u7c21\u55ae\u8a08\u7b97\u5668\u3002<\/p>\n\n\n<div class=\"gb-container gb-container-c4533411\"><div class=\"gb-inside-container\">\n\n<h3 class=\"wp-block-heading\">\u6de8\u63a8\u85a6\u503c\u8a08\u7b97\u5668<\/h3>\n\n\n\n<style>\n      .input {\n        text-align: center;\n      }\n    <\/style>\n    <div class=\"container\">\n      <form action=\"\">\n<div class=\"row\">\n        <label>\u767c\u8d77\u4eba\u6578\u91cf\uff1a <input type=\"number\" min=\"0\" value=\"70\" id=\"promoters\" class=\"input\" required=\"\"><\/label>\n<\/div>\n<div class=\"row\">\n        <label>\u6279\u8a55\u8005\u6578\u91cf\uff1a <input type=\"number\" min=\"0\" value=\"20\" id=\"detractors\" class=\"input\" required=\"\"><\/label>\n<\/div>\n<div class=\"row\">\n        <label>\u88ab\u52d5\u6578\u91cf\uff1a <input type=\"number\" min=\"0\" value=\"10\" id=\"passives\" class=\"input\" required=\"\"><\/label>\n<\/div>\n        <button type=\"button\" onclick=\"calculateConversionRate();\">\u8a08\u7b97<\/button>\n        <br>\n        <span>\u6de8\u63a8\u85a6\u503c\uff1a <span id=\"conversionRate\"><\/span><\/span>\n      <input type=\"hidden\" name=\"trp-form-language\" value=\"zh\"\/><\/form>\n    <\/div>\n    <script>\n      function calculateConversionRate() {\n        var promoters = parseInt(document.getElementById('promoters').value);\n        var detractors = parseInt(document.getElementById('detractors').value);\n        var passives = parseInt(document.getElementById('passives').value);\n        var total = promoters + passives + detractors;\n        var conversionRate = (promoters\/total)*100 - (detractors\/total)*100;\n        document.getElementById('conversionRate').innerHTML = conversionRate;\n      }\n    <\/script>\n\n<\/div><\/div>\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">\u95dc\u65bc\u6de8\u63a8\u85a6\u503c\u7684\u91cd\u8981\u4e8b\u9805<\/h2>\n\n\n\n<p>\u6de8\u63a8\u85a6\u503c (NPS) \u662f\u7528\u65bc\u8861\u91cf\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u6eff\u610f\u5ea6\u7684\u5e38\u7528\u6307\u6a19\u3002\u4ee5\u4e0b\u662f\u6709\u95dc NPS \u7684\u4e00\u4e9b\u91cd\u8981\u4e8b\u9805\uff1a<\/p>\n\n\n\n<p><strong>\u57fa\u65bc\u4e00\u500b\u554f\u984c\uff1a<\/strong> \u201c\u6309\u7167 0 \u5230 10 \u7684\u8a55\u5206\u6a19\u6e96\uff0c\u60a8\u5411\u670b\u53cb\u6216\u540c\u4e8b\u63a8\u85a6\u6211\u5011\u7684\u7522\u54c1\/\u670d\u52d9\u7684\u53ef\u80fd\u6027\u6709\u591a\u5927\uff1f\u201d\u6839\u64da\u4ed6\u5011\u7684\u53cd\u61c9\uff0c\u5ba2\u6236\u88ab\u5206\u70ba\u6279\u8a55\u8005 (0-6)\u3001\u88ab\u52d5\u8005 (7-8) \u6216\u63a8\u85a6\u8005 (9-10)\u3002<\/p>\n\n\n\n<p><strong>\u57fa\u6e96\u6e2c\u8a66\u5de5\u5177\uff1a<\/strong> \u5b83\u5141\u8a31\u60a8\u5c07\u60a8\u7684\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u6eff\u610f\u5ea6\u8207\u7af6\u722d\u5c0d\u624b\u9032\u884c\u6bd4\u8f03\u3002<\/p>\n\n\n\n<p><strong>\u8861\u91cf\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u548c\u6eff\u610f\u5ea6\u3002 <\/strong>\u5176\u4ed6\u6307\u6a19\uff0c\u4f8b\u5982\u5ba2\u6236\u6eff\u610f\u5ea6 (CSAT) \u548c\u5ba2\u6236\u52aa\u529b\u8a55\u5206 (CES)\uff0c\u53ef\u4ee5\u63d0\u4f9b\u6709\u95dc\u5ba2\u6236\u9ad4\u9a57\u7684\u66f4\u591a\u898b\u89e3\u3002<\/p>\n\n\n\n<p><strong>\u8207\u5176\u4ed6\u5ba2\u6236\u53cd\u994b\u548c\u6578\u64da\u6e90\u7d50\u5408\u4f7f\u7528\u6642\u6700\u6709\u6548\u3002 <\/strong>\u6536\u96c6\u5b9a\u6027\u53cd\u994b\u4e26\u9032\u884c\u6578\u64da\u5206\u6790\u4ee5\u4e86\u89e3\u5ba2\u6236\u60c5\u7dd2\u80cc\u5f8c\u7684\u539f\u56e0\u4e26\u78ba\u5b9a\u9700\u8981\u6539\u9032\u7684\u9818\u57df\u975e\u5e38\u91cd\u8981\u3002<\/p>\n\n\n\n<p><strong>\u63a8\u52d5\u5ba2\u6236\u9ad4\u9a57\u7684\u6539\u5584\u548c\u696d\u52d9\u589e\u9577\u3002<\/strong> \u901a\u904e\u8b58\u5225\u5ba2\u6236\u4e0d\u6eff\u610f\u7684\u9818\u57df\u4e26\u89e3\u6c7a\u9019\u4e9b\u554f\u984c\uff0c\u60a8\u53ef\u4ee5\u63d0\u9ad8\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u3001\u4fdd\u7559\u7387\u548c\u63a8\u85a6\u7387\u3002<\/p>\n\n\n\n<p><strong>\u53d7\u5230\u6279\u8a55\u3002 <\/strong>\u4e00\u4e9b\u4eba\u8a8d\u70ba\uff0c\u5b83\u904e\u65bc\u7c21\u55ae\u5316\u4e86\u5ba2\u6236\u9ad4\u9a57\uff0c\u672a\u80fd\u6355\u6349\u5230\u5ba2\u6236\u60c5\u7dd2\u7684\u8907\u96dc\u6027\u3002<\/p>\n\n\n\n<p>\u7e3d\u9ad4\u800c\u8a00\uff0cNPS 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class=\"wp-block-heading\"><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u8a55\u5206<\/strong><\/h4>\n\n\n\n<p>\u8861\u91cf\u5ba2\u6236\u5c0d\u516c\u53f8\u7522\u54c1\u6216\u670d\u52d9\u7684\u6eff\u610f\u5ea6\u7684\u6307\u6a19\u3002<\/p>\n\n<\/div><\/div>\n<\/div><\/div><\/div>\n\n<div class=\"gb-grid-column gb-grid-column-4be5881c\"><div class=\"gb-container gb-container-4be5881c\"><div class=\"gb-inside-container\">\n<div class=\"gb-container gb-container-4be5881c\"><div class=\"gb-inside-container\">\n\n<h4 class=\"wp-block-heading\"><strong>\u5ba2\u6236\u52aa\u529b\u5f97\u5206<\/strong><\/h4>\n\n\n\n<p>\u8861\u91cf\u5ba2\u6236\u4f7f\u7528\u60a8\u7684\u7522\u54c1\u6216\u670d\u52d9\u6216\u5b8c\u6210\u7279\u5b9a\u4efb\u52d9\u7684\u96e3\u6613\u7a0b\u5ea6\u3002<\/p>\n\n<\/div><\/div>\n<\/div><\/div><\/div>\n\n<div class=\"gb-grid-column gb-grid-column-f2770bcb\"><div class=\"gb-container gb-container-f2770bcb\"><div class=\"gb-inside-container\">\n<div class=\"gb-container 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title=\"\u6de8\u63a8\u85a6\u503c\" class=\"read-more\" href=\"https:\/\/vibetrace.com\/zh\/\u6de8\u63a8\u85a6\u503c\/\" aria-label=\"\u4e86\u89e3\u6709\u95dc\u6de8\u63a8\u85a6\u503c\u7684\u66f4\u591a\u4fe1\u606f\"> <\/a><\/p>","protected":false},"author":8,"featured_media":19355,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[83],"tags":[57,89,102],"class_list":["post-19196","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-metrics-kpis","tag-marketing-definitions","tag-level2","tag-marketing-metrics","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-50"],"_links":{"self":[{"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/posts\/19196","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/comments?post=19196"}],"version-history":[{"count":0,"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/posts\/19196\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/media\/19355"}],"wp:attachment":[{"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/media?parent=19196"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/categories?post=19196"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vibetrace.com\/zh\/wp-json\/wp\/v2\/tags?post=19196"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}