{"id":17431,"date":"2024-02-21T14:39:56","date_gmt":"2024-02-21T07:39:56","guid":{"rendered":"https:\/\/dtmconsulting.vn\/?p=17431"},"modified":"2024-02-21T14:39:56","modified_gmt":"2024-02-21T07:39:56","slug":"chi-so-nps","status":"publish","type":"post","link":"https:\/\/dtmconsulting.vn\/en\/chi-so-nps\/","title":{"rendered":"Ch\u1ec9 s\u1ed1 NPS l\u00e0 g\u00ec? L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Theo Tr\u01b0\u1eddng Kinh t\u1ebf London, \u201cCh\u1ec9 s\u1ed1 NPS (Net Promoter Score) trung b\u00ecnh t\u0103ng 7% t\u01b0\u01a1ng \u1ee9ng v\u1edbi m\u1ee9c t\u0103ng tr\u01b0\u1edfng trung b\u00ecnh 1% v\u1ec1 doanh thu.\u201d Do Net Promoter Score cung c\u1ea5p th\u00f4ng tin \u0111\u1ea7u v\u00e0o quan tr\u1ecdng mang t\u00ednh chi\u1ebfn l\u01b0\u1ee3c cho doanh nghi\u1ec7p v\u1ec1 m\u1ee9c \u0111\u1ed9 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd \u0111\u00e1p \u1ee9ng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng n\u00ean vi\u1ec7c t\u1eadp trung v\u00e0o c\u00e1ch c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS c\u1ee7a b\u1ea1n l\u00e0 \u0111i\u1ec1u h\u1ee3p l\u00fd.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">V\u1eady NPS l\u00e0 ch\u1ec9 s\u1ed1 g\u00ec v\u00e0 \u0111\u01b0\u1ee3c t\u00ednh nh\u01b0 th\u1ebf n\u00e0o? N\u00f3 c\u00f3 \u00fd ngh\u0129a g\u00ec? L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS c\u1ee7a doanh nghi\u1ec7p?\u00a0<\/span><\/p>\n<h2><b>Ch\u1ec9 s\u1ed1 NPS l\u00e0 g\u00ec?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Net Promoter Score (NPS) l\u00e0 ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 l\u00f2ng trung th\u00e0nh, s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 s\u1ef1 nhi\u1ec7t t\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p, th\u01b0\u01a1ng hi\u1ec7u. Ch\u1ec9 s\u1ed1 n\u00e0y cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 <\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/7-chien-luoc-xay-dung-long-trung-thanh-khach-hang\/\"><span style=\"font-weight: 400;\">l\u00f2ng trung th\u00e0nh kh\u00e1ch h\u00e0ng (customer loyalty)<\/span><\/a><span style=\"font-weight: 400;\"> b\u1eb1ng c\u00e1ch \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u v\u1ec1 doanh nghi\u1ec7p cho nh\u1eefng ng\u01b0\u1eddi kh\u00e1c xung quanh.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">NPS l\u00e0 th\u01b0\u1edbc \u0111o c\u00f3 gi\u00e1 tr\u1ecb \u1edf c\u1ea5p \u0111\u1ed9 chi\u1ebfn l\u01b0\u1ee3c. Ch\u1ec9 s\u1ed1 n\u00e0y cho ph\u00e9p doanh nghi\u1ec7p bi\u1ebft h\u1ecd \u0111ang l\u00e0m t\u1ed1t nh\u1eefng g\u00ec v\u00e0 c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n \u1edf \u0111\u00e2u. \u0110\u1ed3ng th\u1eddi, ch\u1ec9 s\u1ed1 NPS c\u0169ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n t\u0103ng tr\u01b0\u1edfng kinh doanh. Khi ch\u1ec9 s\u1ed1 NPS c\u1ee7a doanh nghi\u1ec7p b\u1ea1n cao tr\u00ean m\u1ee9c trung b\u00ecnh c\u1ee7a ng\u00e0nh, \u0111i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n c\u00f3 m\u1ed1i quan h\u1ec7 t\u1ed1t v\u1edbi kh\u00e1ch h\u00e0ng, c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y ho\u1ea1t \u0111\u1ed9ng <\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/anh-huong-cua-mat-do-xa-hoi-den-word-of-mouth\/\"><span style=\"font-weight: 400;\">word-of-mouth<\/span><\/a><span style=\"font-weight: 400;\"> v\u00e0 t\u1ea1o ra chu k\u1ef3 t\u0103ng tr\u01b0\u1edfng t\u00edch c\u1ef1c.<\/span><\/p>\n<h2><b>C\u00e1ch t\u00ednh ch\u1ec9 s\u1ed1 NPS<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Ch\u1ec9 s\u1ed1 NPS \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch h\u1ecfi kh\u00e1ch h\u00e0ng: \u201cTr\u00ean thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10, kh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/c\u00f4ng ty n\u00e0y cho nh\u1eefng ng\u01b0\u1eddi xung quanh l\u00e0 bao nhi\u00eau?\u201d. K\u1ebft qu\u1ea3 thu v\u1ec1 \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i th\u00e0nh ba nh\u00f3m d\u1ef1a tr\u00ean thang \u0111i\u1ec3m 10:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Promoters<\/b><span style=\"font-weight: 400;\"> (\u0111i\u1ec3m 9 v\u00e0 10) \u0111\u1ea1i di\u1ec7n cho nh\u1eefng kh\u00e1ch h\u00e0ng nhi\u1ec7t t\u00ecnh v\u00e0 trung th\u00e0nh nh\u1ea5t c\u1ee7a doanh nghi\u1ec7p, c\u00f3 kh\u1ea3 n\u0103ng n\u00e2ng cao danh ti\u1ebfng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u (brand reputation), gi\u00fap th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng kinh doanh.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Passives<\/b><span style=\"font-weight: 400;\"> (\u0111i\u1ec3m 7 ho\u1eb7c 8) kh\u00f4ng t\u00edch c\u1ef1c gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u nh\u01b0ng c\u0169ng kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng g\u00e2y h\u1ea1i cho th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3 th\u00f4ng qua truy\u1ec1n mi\u1ec7ng ti\u00eau c\u1ef1c.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Detractors<\/b><span style=\"font-weight: 400;\"> (bao g\u1ed3m \u0111i\u1ec3m 0-6) l\u00e0 nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng c\u00f3 thi\u1ec7n c\u1ea3m v\u1edbi s\u1ea3n ph\u1ea9m, doanh nghi\u1ec7p, kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u m\u1ed9t doanh nghi\u1ec7p ho\u1eb7c s\u1ea3n ph\u1ea9m, kh\u00f3 c\u00f3 th\u1ec3 trung th\u00e0nh v\u00e0 mua h\u00e0ng l\u1eb7p l\u1ea1i.<\/span><\/li>\n<\/ul>\n<blockquote><p><b>NPS = %Promoters &#8211; %Detractors<\/b><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Ch\u1ec9 s\u1ed1 NPS \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch tr\u1eeb ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng tr\u1ea3 l\u1eddi c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t NPS v\u1edbi \u0111i\u1ec3m 6 ho\u1eb7c th\u1ea5p h\u01a1n (\u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 \u201cDetractors\u201d) cho ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng tr\u1ea3 l\u1eddi v\u1edbi \u0111i\u1ec3m 9 ho\u1eb7c 10 (\u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 \u201cPromoters\u201d). M\u1eb7c d\u00f9 \u201cPassives\u201d kh\u00f4ng \u0111\u01b0\u1ee3c xem x\u00e9t trong vi\u1ec7c t\u00ednh to\u00e1n ch\u1ec9 s\u1ed1 NPS, nh\u01b0ng h\u1ecd r\u1ea5t g\u1ea7n v\u1edbi vi\u1ec7c tr\u1edf th\u00e0nh \u201cPromoters\u201d. Do \u0111\u00f3, doanh nghi\u1ec7p c\u0169ng n\u00ean c\u00f3 nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c thuy\u1ebft ph\u1ee5c h\u1ecd tr\u1edf th\u00e0nh nh\u1eefng ng\u01b0\u1eddi nhi\u1ec7t t\u00ecnh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.\u00a0<\/span><\/p>\n<h2><b>L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">C\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p v\u00ec n\u00f3 gi\u00fap chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n th\u00e0nh ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 th\u01b0\u01a1ng hi\u1ec7u. Vi\u1ec7c c\u00f3 ch\u1ec9 s\u1ed1 NPS cao cho th\u1ea5y th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n ph\u1ed5 bi\u1ebfn v\u00e0 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng y\u00eau th\u00edch, t\u1eeb \u0111\u00f3 gi\u00fap x\u00e2y d\u1ef1ng uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u00e0 t\u0103ng gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Doanh nghi\u1ec7p b\u1ea1n c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng m\u1ed9t s\u1ed1 c\u00e1ch c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS sau \u0111\u00e2y.<\/span><\/p>\n<h3><b>T\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (customer experience) t\u1ed1t h\u01a1n<\/b><\/h3>\n<p><a href=\"https:\/\/dtmconsulting.vn\/en\/trai-nghiem-khach-hang-la-gi\/\"><span style=\"font-weight: 400;\">Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng (CX)<\/span><\/a><span style=\"font-weight: 400;\"> hi\u1ec7n \u0111\u00e3 tr\u1edf th\u00e0nh ti\u00eau ch\u00ed quy\u1ebft \u0111\u1ecbnh quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh c\u1ee7a ng\u01b0\u1eddi mua (CJM). M\u1ecdi ng\u01b0\u1eddi gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 do tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t m\u00e0 h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c t\u1eeb th\u01b0\u01a1ng hi\u1ec7u\/c\u00f4ng ty. Do \u0111\u00f3, n\u1ebfu doanh nghi\u1ec7p cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n th\u00ec kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gia t\u0103ng vi\u1ec7c gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p cho nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00e1c. \u0110i\u1ec1u n\u00e0y l\u00e0m t\u0103ng ch\u1ec9 s\u1ed1 NPS c\u1ee7a doanh nghi\u1ec7p. V\u00ec v\u1eady, \u0111\u1ec3 t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p n\u00ean:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng: Bi\u1ebft nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 \u0111i\u1ec1u ch\u1ec9nh c\u00e1c gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p s\u1ebd khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u00e0 t\u0103ng t\u1ef7 l\u1ec7 h\u00e0i l\u00f2ng.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Hi\u1ec3u <\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/hanh-trinh-khach-hang-b2b\/\"><span style=\"font-weight: 400;\">h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey)<\/span><\/a><span style=\"font-weight: 400;\">: Khi t\u00ecm hi\u1ec3u v\u1ec1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh, b\u1ea1n c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac (touch-point) v\u00e0 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n.\u00a0<\/span><\/li>\n<\/ul>\n<p><strong>&gt;&gt; Xem th\u00eam: <a href=\"https:\/\/dtmconsulting.vn\/en\/9-loai-insights-quan-trong-trong-hanh-trinh-kham-pha-khach-hang\/\">9 lo\u1ea1i insights quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh kh\u00e1m ph\u00e1 kh\u00e1ch h\u00e0ng | DTM Consulting<\/a><\/strong><\/p>\n<p><img decoding=\"async\" class=\"aligncenter lazyload\" data-src=\"https:\/\/i.pinimg.com\/564x\/a6\/c2\/fc\/a6c2fc623fb9f2379ea80adc53a4e11b.jpg\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/><\/p>\n<h3><b>Cung c\u1ea5p s\u1ef1 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">N\u1ebfu b\u1ea1n c\u00f3 m\u1ed9t s\u1ea3n ph\u1ea9m t\u1ed1t nh\u01b0ng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00f4ng t\u1ed1t, b\u1ea1n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng m\u1ea5t \u0111i kh\u00e1ch h\u00e0ng v\u00ec s\u1ea3n ph\u1ea9m \u0111\u00f3. Do \u0111\u00f3, cung c\u1ea5p ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 t\u1ed1t l\u00e0 m\u1ed9t c\u00e1ch \u0111\u1ec3 gia t\u0103ng <\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/su-hai-long-cua-khach-hang\/\"><span style=\"font-weight: 400;\">s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (customer satisfaction)<\/span><\/a><span style=\"font-weight: 400;\">, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n \u0111\u01b0\u1ee3c ch\u1ec9 s\u1ed1 NPS. Trong \u0111\u00f3, tri\u1ec3n khai c\u00e1c ho\u1ea1t \u0111\u1ed9ng t\u01b0 v\u1ea5n tr\u1ef1c ti\u1ebfp l\u00e0 m\u1ed9t c\u00e1ch hay \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0o th\u1eddi \u0111i\u1ec3m h\u1ecd c\u1ea7n nh\u1ea5t, c\u00f3 th\u1ec3 l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng. B\u1ea1n c\u00f3 th\u1ec3:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr\u1ef1c ti\u1ebfp v\u1edbi th\u1eddi gian ph\u1ea3n h\u1ed3i nhanh h\u01a1n b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi, gi\u1ea3i ph\u00e1p \u0111\u00e3 chu\u1ea9n b\u1ecb tr\u01b0\u1edbc cho c\u00e1c v\u1ea5n \u0111\u1ec1 th\u01b0\u1eddng g\u1eb7p. \u0110i\u1ec1u n\u00e0y nh\u1eb1m c\u1ea3i thi\u1ec7n th\u1eddi gian ph\u1ea3n h\u1ed3i v\u00e0 t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Gi\u1ea3i quy\u1ebft t\u1ee9c th\u00ec c\u00e1c m\u1ed1i quan t\u00e2m c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi gian th\u1ef1c. Khi kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 h\u1ed7 tr\u1ee3 ngay l\u1eadp t\u1ee9c v\u00e0 hi\u1ec7u qu\u1ea3, h\u1ecd h\u00e0i l\u00f2ng v\u1edbi d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n.<\/span><\/li>\n<\/ul>\n<h3><b>Ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng \u0111\u1ec3 l\u1eadp k\u1ebf ho\u1ea1ch t\u1ed1t h\u01a1n<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t NPS \u0111\u1ec3 <\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/cach-tien-hanh-phan-khuc-lua-chon-va-dinh-vi-thi-truong-muc-tieu\/\"><span style=\"font-weight: 400;\">ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng (segmentation)<\/span><\/a><span style=\"font-weight: 400;\"> c\u1ee7a doanh nghi\u1ec7p v\u00e0 t\u1ea1o c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p \u0111\u1ec3 gi\u1ea3i quy\u1ebft t\u1eebng ph\u00e2n kh\u00fac. B\u1ea1n c\u00f3 th\u1ec3 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean doanh thu, s\u1ea3n ph\u1ea9m, t\u00ednh c\u00e1ch. Sau khi ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 t\u1eadp trung <\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/value-proposition-trong-marketing-la-gi\/\"><span style=\"font-weight: 400;\">\u0111\u1ec1 xu\u1ea5t gi\u00e1 tr\u1ecb (value proposition)<\/span><\/a><span style=\"font-weight: 400;\"> c\u1ee7a m\u00ecnh v\u00e0o c\u00e1c tr\u1ea3i nghi\u1ec7m marketing, d\u1ecbch v\u1ee5 \u0111\u1ec3 gi\u1ea3i quy\u1ebft nhu c\u1ea7u c\u1ee7a h\u1ecd.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kh\u1ea3o s\u00e1t NPS ph\u00e2n chia kh\u00e1ch h\u00e0ng th\u00e0nh ba nh\u00f3m bao g\u1ed3m ng\u01b0\u1eddi kh\u00f4ng c\u00f3 thi\u1ec7n c\u1ea3m v\u1edbi doanh nghi\u1ec7p (kh\u00e1ch h\u00e0ng c\u00f3 \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 6), ng\u01b0\u1eddi kh\u00f4ng t\u00edch c\u1ef1c gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p (kh\u00e1ch h\u00e0ng c\u00f3 \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 8) v\u00e0 ng\u01b0\u1eddi nhi\u1ec7t t\u00ecnh v\u1edbi doanh nghi\u1ec7p (kh\u00e1ch h\u00e0ng c\u00f3 \u0111i\u1ec3m t\u1eeb 9 ho\u1eb7c 10). B\u1ea1n c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kh\u00e1c nhau cho nh\u1eefng t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y nh\u01b0:\u00a0<\/span><\/p>\n<h4><b>K\u1ebft n\u1ed1i v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng c\u00f3 thi\u1ec7n c\u1ea3m v\u1edbi doanh nghi\u1ec7p v\u00e0 nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng t\u00edch c\u1ef1c gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">C\u00f3 l\u00fd do \u0111\u1ec3 kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 thi\u1ec7n c\u1ea3m ho\u1eb7c kh\u00f4ng t\u00edch c\u1ef1c v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. H\u00e3y t\u00ecm hi\u1ec3u h\u1ecd v\u00e0 kh\u00e1m ph\u00e1 \u0111i\u1ec1u g\u00ec \u0111\u00e3 x\u1ea3y ra trong tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. Sau \u0111\u00f3, b\u1ea1n n\u00ean ti\u1ebfn h\u00e0nh ph\u00e2n t\u00edch nguy\u00ean nh\u00e2n c\u1ed1t l\u00f5i v\u00e0 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p nh\u1eb1m c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng ngay l\u1eadp t\u1ee9c \u0111\u1ec3 h\u1ecd tr\u1edf th\u00e0nh nh\u1eefng ng\u01b0\u1eddi \u1ee7ng h\u1ed9. \u0110\u1ed3ng th\u1eddi, b\u1ea1n h\u00e3y gi\u1eef li\u00ean l\u1ea1c v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n v\u00e0 khi b\u1ea1n th\u00e0nh c\u00f4ng trong vi\u1ec7c \u0111\u00e1p \u1ee9ng mong \u0111\u1ee3i c\u1ee7a h\u1ecd, h\u00e3y ti\u1ebfp t\u1ee5c ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t NPS v\u00e0 ph\u00e2n t\u00edch k\u1ebft qu\u1ea3 \u0111\u1ec3 t\u00ecm hi\u1ec3u xem b\u1ea1n \u0111\u00e3 c\u1ea3i thi\u1ec7n \u0111\u01b0\u1ee3c \u0111i\u1ec3m NPS c\u1ee7a m\u00ecnh \u1edf m\u1ee9c \u0111\u1ed9 n\u00e0o.<\/span><\/p>\n<h4><b>Quan t\u00e2m nh\u1eefng kh\u00e1ch h\u00e0ng nhi\u1ec7t t\u00ecnh v\u1edbi doanh nghi\u1ec7p<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">B\u00ean c\u1ea1nh vi\u1ec7c k\u1ebft n\u1ed1i nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng t\u00edch c\u1ef1c, b\u1ea1n c\u0169ng n\u00ean quan t\u00e2m t\u1edbi nh\u1eefng ng\u01b0\u1eddi nhi\u1ec7t t\u00ecnh v\u1edbi doanh nghi\u1ec7p v\u00ec h\u1ecd l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u v\u00e0 c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u cho nh\u1eefng ng\u01b0\u1eddi xung quanh<\/span><\/p>\n<p><span style=\"font-weight: 400;\">H\u00e3y tr\u00f2 chuy\u1ec7n v\u1edbi h\u1ecd \u0111\u1ec3 hi\u1ec3u nh\u1eefng g\u00ec b\u1ea1n \u0111\u00e3 l\u00e0m t\u1ed1t v\u00e0 nh\u1eefng g\u00ec c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n. \u0110\u1ed3ng th\u1eddi, \u0111\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft v\u00e0 t\u1eb7ng th\u01b0\u1edfng cho nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y v\u00ec \u0111\u00e3 quan t\u00e2m t\u1edbi th\u01b0\u01a1ng hi\u1ec7u. B\u1ea1n c\u0169ng c\u00f3 th\u1ec3 g\u1eedi cho h\u1ecd nh\u1eefng m\u00f3n qu\u00e0 v\u00e0 nh\u1eefng \u01b0u \u0111\u00e3i khi mua h\u00e0ng c\u1ee7a doanh nghi\u1ec7p<\/span><\/p>\n<p><strong>&gt;&gt; Xem th\u00eam: <a href=\"https:\/\/dtmconsulting.vn\/en\/giu-chan-khach-hang\/\">6 c\u00e1ch ph\u1ed5 bi\u1ebfn gi\u00fap doanh nghi\u1ec7p startups\/SMEs gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng | DTM Consulting<\/a><\/strong><\/p>\n<p><img decoding=\"async\" class=\"aligncenter lazyload\" data-src=\"https:\/\/i.pinimg.com\/564x\/1f\/9d\/1d\/1f9d1dcfa4619e3d04bd49330419d6d4.jpg\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/><\/p>\n<h3><b>C\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">M\u1ed9t trong nh\u1eefng kh\u00eda c\u1ea1nh quan tr\u1ecdng c\u1ee7a vi\u1ec7c c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS l\u00e0 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. Ch\u1ec9 s\u1ed1 NPS cao cho th\u1ea5y c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u h\u01a1n v\u00e0 h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng g\u1eafn b\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u v\u00ec h\u1ecd th\u00edch c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3. Do \u0111\u00f3, khi c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS, doanh nghi\u1ec7p n\u00ean c\u00e2n nh\u1eafc \u0111\u1ebfn vi\u1ec7c n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5. S\u1ea3n ph\u1ea9m t\u1ed1t h\u01a1n s\u1ebd ph\u00e1t tri\u1ec3n nh\u1eadn th\u1ee9c t\u00edch c\u1ef1c v\u00e0 t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n<h3><b>C\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Vi\u1ec7c<\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/phan-hoi-cua-khach-hang\/\"><span style=\"font-weight: 400;\"> thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng <\/span><\/a><span style=\"font-weight: 400;\">l\u00e0 quan tr\u1ecdng nh\u01b0ng ch\u01b0a \u0111\u1ee7. Ph\u1ea3n h\u1ed3i tr\u1edf n\u00ean hi\u1ec7u qu\u1ea3 khi ch\u00fang \u0111\u01b0\u1ee3c xem x\u00e9t k\u1ef9 l\u01b0\u1ee1ng, ph\u00e2n t\u00edch v\u00e0 th\u1ef1c hi\u1ec7n \u0111\u1ec3 x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u m\u1ea1nh h\u01a1n. Kh\u00e1ch h\u00e0ng t\u00f2 m\u00f2 mu\u1ed1n bi\u1ebft li\u1ec7u ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n hay kh\u00f4ng. Khi b\u1ea1n th\u01b0\u1eddng xuy\u00ean thu th\u1eadp ph\u1ea3n h\u1ed3i, \u0111i\u1ec1u \u0111\u00f3 c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n \u0111\u1ea1t \u0111\u01b0\u1ee3c NPS t\u1ed1t cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Khi ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t NPS, b\u1ea1n c\u00f3 th\u1ec3 h\u1ecfi th\u00eam c\u00e1c c\u00e2u h\u1ecfi li\u00ean quan \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 khuy\u1ebfn kh\u00edch h\u1ecd \u0111\u1ec3 l\u1ea1i ph\u1ea3n h\u1ed3i trung th\u1ef1c. N\u00f3 cho kh\u00e1ch h\u00e0ng th\u1ea5y r\u1eb1ng b\u1ea1n quan t\u00e2m \u0111\u1ebfn vi\u1ec7c l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd t\u1ed1t h\u01a1n. \u0110i\u1ec1u n\u00e0y khuy\u1ebfn kh\u00edch h\u1ecd cung c\u1ea5p cho b\u1ea1n nh\u1eefng ph\u1ea3n h\u1ed3i cho gi\u00e1 tr\u1ecb \u0111\u1ec3 x\u00e2y d\u1ef1ng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh v\u00e0 marketing t\u1ed1t h\u01a1n.<\/span><\/p>\n<h3><b>\u0110o l\u01b0\u1eddng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Thu th\u1eadp v\u00e0 \u0111o l\u01b0\u1eddng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean l\u00e0 m\u1ed9t c\u00e1ch quan tr\u1ecdng \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS. Cho d\u00f9 ch\u1ec9 s\u1ed1 NPS cao hay th\u1ea5p, b\u1ea1n v\u1eabn c\u1ea7n theo d\u00f5i v\u00e0 \u0111o l\u01b0\u1eddng th\u01b0\u1eddng xuy\u00ean.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">C\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS c\u1ee7a b\u1ea1n c\u00f3 ngh\u0129a l\u00e0 chuy\u1ec3n \u0111\u1ed5i nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng c\u00f3 thi\u1ec7n c\u1ea3m v\u00e0 kh\u00f4ng t\u00edch c\u1ef1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u th\u00e0nh nh\u1eefng ng\u01b0\u1eddi nhi\u1ec7t t\u00ecnh, trung th\u00e0nh b\u1eb1ng n\u1ed7 l\u1ef1c c\u1ee7a b\u1ea1n v\u00e0 khi\u1ebfn nh\u1eefng ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 c\u1ee7a b\u1ea1n h\u00e0i l\u00f2ng. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, b\u1ea1n c\u1ea7n cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi bao g\u1ed3m ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng, \u0111\u00e1nh gi\u00e1 cao ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 nh\u1ea5t qu\u00e1n tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a b\u1ea1n.\u00a0<\/span><\/p>\n<h2><b>K\u1ebft lu\u1eadn<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Net Promoter Score ho\u1eb7c NPS l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 (metric) quan tr\u1ecdng v\u00e0 l\u00e0 c\u00f4ng c\u1ee5 \u0111o \u0111i\u1ec3m chu\u1ea9n \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. Do \u0111\u00f3, vi\u1ec7c c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS l\u00e0 m\u1ed9t c\u00e1ch \u0111\u1ec3 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 x\u00e2y d\u1ef1ng uy t\u00edn c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">N\u1ebfu b\u1ea1n \u0111ang g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c nghi\u00ean c\u1ee9u v\u00e0 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, h\u00e3y<\/span><a href=\"https:\/\/dtmconsulting.vn\/en\/lien-he\/\"><span style=\"font-weight: 400;\"><strong> CONTACT<\/strong><\/span><\/a><span style=\"font-weight: 400;\"> v\u1edbi DTM Consulting \u0111\u1ec3 \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 k\u1ecbp th\u1eddi b\u1edfi c\u00e1c chuy\u00ean gia. <\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>Theo Tr\u01b0\u1eddng Kinh t\u1ebf London, \u201cCh\u1ec9 s\u1ed1 NPS (Net Promoter Score) trung b\u00ecnh t\u0103ng 7% t\u01b0\u01a1ng \u1ee9ng v\u1edbi m\u1ee9c t\u0103ng tr\u01b0\u1edfng trung b\u00ecnh 1% v\u1ec1 doanh thu.\u201d Do Net Promoter Score cung c\u1ea5p th\u00f4ng tin \u0111\u1ea7u v\u00e0o quan tr\u1ecdng mang t\u00ednh chi\u1ebfn l\u01b0\u1ee3c cho doanh nghi\u1ec7p v\u1ec1 m\u1ee9c \u0111\u1ed9 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a [&hellip;]<\/p>","protected":false},"author":17,"featured_media":17432,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"footnotes":""},"categories":[74],"tags":[644],"class_list":["post-17431","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-chien-luoc-marketing",""],"_links":{"self":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/17431","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/comments?post=17431"}],"version-history":[{"count":3,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/17431\/revisions"}],"predecessor-version":[{"id":17437,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/17431\/revisions\/17437"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/media\/17432"}],"wp:attachment":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/media?parent=17431"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/categories?post=17431"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/tags?post=17431"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}