{"id":14168,"date":"2025-08-14T09:53:39","date_gmt":"2025-08-14T02:53:39","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=14168"},"modified":"2025-08-14T09:53:39","modified_gmt":"2025-08-14T02:53:39","slug":"csat-la-gi","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/csat-la-gi\/","title":{"rendered":"CSAT l\u00e0 g\u00ec? L\u00e0m sao \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng?"},"content":{"rendered":"\n<p>Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng kh\u00f3 t\u00ednh v\u00e0 c\u00f3 nhi\u1ec1u l\u1ef1a ch\u1ecdn h\u01a1n. \u0110\u1ec3 t\u1ed3n t\u1ea1i v\u00e0 ph\u00e1t tri\u1ec3n, doanh nghi\u1ec7p c\u1ea7n kh\u00f4ng ng\u1eebng n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 v\u00e0 \u0111\u1eb7c bi\u1ec7t l\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Ch\u1ec9 s\u1ed1 CSAT (Customer Satisfaction Score) ch\u00ednh l\u00e0 c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi: Kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u00f3 th\u1ef1c s\u1ef1 h\u00e0i l\u00f2ng kh\u00f4ng?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-ch\u1ec9-s\u1ed1-csat-la-gi\"><strong>1. Ch\u1ec9 s\u1ed1 CSAT l\u00e0 g\u00ec?<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-1-khai-ni\u1ec7m-csat\"><strong>1.1 Kh\u00e1i ni\u1ec7m CSAT<\/strong><\/h3>\n\n\n\n<p><strong>CSAT (Customer Satisfaction Score)<\/strong> hay \u0111i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, giao d\u1ecbch ho\u1eb7c c\u1ea3m nh\u1eadn c\u1ee7a h\u1ecd v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n\n\n\n<p>CSAT Score th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 d\u1ef1a tr\u00ean c\u00e1c c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t ng\u1eafn g\u1ecdn v\u00e0 d\u1ec5 hi\u1ec3u. Do \u0111\u00f3, CSAT kh\u00f4ng c\u00f3 c\u00f4ng th\u1ee9c ch\u00ednh x\u00e1c 100% m\u00e0 ch\u1ec9 c\u00f3 c\u00e1ch t\u00ednh to\u00e1n t\u1ed1i \u01b0u nh\u1ea5t.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-2-khi-nao-doanh-nghi\u1ec7p-c\u1ea7n-xac-d\u1ecbnh-csat\"><strong>1.2 Khi n\u00e0o doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh CSAT?<\/strong><\/h3>\n\n\n\n<p>Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng CSAT b\u1eb1ng c\u00e1ch th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng t\u1ea1i c\u00e1c \u0111i\u1ec3m ch\u1ea1m (touchpoint) quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh mua h\u00e0ng. Nhi\u1ec1u c\u00f4ng ty th\u01b0\u1eddng ch\u1ec9 kh\u1ea3o s\u00e1t sau khi b\u00e1n h\u00e0ng, nh\u01b0ng th\u1ef1c t\u1ebf, kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c ti\u1ebfn h\u00e0nh \u1edf t\u1eebng giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, bao g\u1ed3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Kh\u00e1m ph\u00e1<\/strong>: Khi kh\u00e1ch h\u00e0ng l\u1ea7n \u0111\u1ea7u bi\u1ebft \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n\n\n\n<li><strong>\u0110\u00e1nh gi\u00e1<\/strong>: Khi kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u quan t\u00e2m v\u00e0 c\u00e2n nh\u1eafc mua h\u00e0ng.<\/li>\n\n\n\n<li><strong>Mua h\u00e0ng<\/strong>: Khi kh\u00e1ch h\u00e0ng ho\u00e0n t\u1ea5t giao d\u1ecbch mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/li>\n\n\n\n<li><strong>Tr\u1ea3i nghi\u1ec7m<\/strong>: Khi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u00e3 mua.<\/li>\n\n\n\n<li><strong>Duy tr\u00ec<\/strong>: Khi kh\u00e1ch h\u00e0ng quay l\u1ea1i mua h\u00e0ng l\u1ea7n n\u1eefa.<\/li>\n<\/ul>\n\n\n\n<p>\u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 CSAT \u0111\u00e1ng tin c\u1eady nh\u1ea5t, doanh nghi\u1ec7p n\u00ean kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng ngay t\u1ea1i th\u1eddi \u0111i\u1ec3m m\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd c\u00f2n \u201ct\u01b0\u01a1i m\u1edbi\u201d. V\u00ec v\u1eady, n\u1ebfu s\u1eed d\u1ee5ng <a href=\"https:\/\/base.vn\/blog\/phan-mem-crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">ph\u1ea7n m\u1ec1m CRM<\/a> ho\u1eb7c chatbot ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ef1 \u0111\u1ed9ng, doanh nghi\u1ec7p c\u1ea7n c\u00e2n nh\u1eafc thi\u1ebft l\u1eadp c\u00e1c k\u00edch ho\u1ea1t (triggers) kh\u1ea3o s\u00e1t ngay sau nh\u1eefng t\u01b0\u01a1ng t\u00e1c quan tr\u1ecdng, ch\u1eb3ng h\u1ea1n nh\u01b0: sau h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, mua h\u00e0ng ho\u1eb7c ho\u00e0n th\u00e0nh quy tr\u00ecnh gi\u1edbi thi\u1ec7u (onboarding).<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/csat-la-gi-1-1024x576.webp\" alt=\"CSAT l\u00e0 g\u00ec?\" class=\"wp-image-14187\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/csat-la-gi-1-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/csat-la-gi-1-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/csat-la-gi-1-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/csat-la-gi-1-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/csat-la-gi-1.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-l\u1ee3i-ich-c\u1ee7a-ch\u1ec9-s\u1ed1-csat-la-gi\"><strong>2. L\u1ee3i \u00edch c\u1ee7a ch\u1ec9 s\u1ed1 CSAT l\u00e0 g\u00ec?<\/strong><\/h2>\n\n\n\n<p>B\u1eb1ng c\u00e1ch \u0111o l\u01b0\u1eddng v\u00e0 ph\u00e2n t\u00edch ch\u1ec9 s\u1ed1 CSAT, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu th\u1eadp nh\u1eefng th\u00f4ng tin gi\u00e1 tr\u1ecb, g\u00f3p ph\u1ea7n n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 g\u1eafn k\u1ebft kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 \u00edt t\u1ed1n k\u00e9m.<\/p>\n\n\n\n<p>Theo m\u1ed9t <a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2023\/06\/26\/100-customer-experience-stats-for-2023\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">th\u1ed1ng k\u00ea c\u1ee7a Forbes<\/a>, 81% ng\u01b0\u1eddi ti\u00eau d\u00f9ng kh\u1eb3ng \u0111\u1ecbnh r\u1eb1ng m\u1ed9t tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c s\u1ebd khi\u1ebfn h\u1ecd quay l\u1ea1i mua h\u00e0ng. \u0110\u1ec3 t\u1ed1i \u01b0u h\u00f3a l\u1ee3i nhu\u1eadn v\u00e0 c\u1ee7ng c\u1ed1 s\u1ef1 trung th\u00e0nh th\u01b0\u01a1ng hi\u1ec7u, doanh nghi\u1ec7p c\u1ea7n bi\u1ebft c\u00e1ch t\u1eadn d\u1ee5ng ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng, \u0111\u1eb7c bi\u1ec7t l\u00e0 ch\u1ec9 s\u1ed1 CSAT. C\u1ee5 th\u1ec3 h\u01a1n, CSAT mang l\u1ea1i cho doanh nghi\u1ec7p nh\u1eefng l\u1ee3i \u00edch nh\u01b0 sau:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-1-hi\u1ec3u-ro-c\u1ea3m-nh\u1eadn-va-k\u1ef3-v\u1ecdng-c\u1ee7a-khach-hang\"><strong>2.1 Hi\u1ec3u r\u00f5 c\u1ea3m nh\u1eadn v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n\n\n\n<p>Khi k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng, l\u1ebd d\u0129 nhi\u00ean l\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd c\u0169ng s\u1ebd gia t\u0103ng. B\u1eb1ng c\u00e1ch thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1ea1i c\u00e1c \u0111i\u1ec3m ch\u1ea1m quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c li\u1ec7u m\u00ecnh \u0111\u00e3 \u0111\u00e1p \u1ee9ng ho\u1eb7c v\u01b0\u1ee3t qua k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng hay ch\u01b0a.<\/p>\n\n\n\n<p>Th\u00f4ng qua \u0111i\u1ec1u n\u00e0y, doanh nghi\u1ec7p s\u1ebd bi\u1ebft ch\u00ednh x\u00e1c \u0111i\u1ec1u kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 mong \u0111\u1ee3i t\u1eeb s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, \u0111\u1ed3ng th\u1eddi ph\u00e1t hi\u1ec7n nh\u1eefng v\u1ea5n \u0111\u1ec1 g\u00e2y kh\u00f3 ch\u1ecbu ho\u1eb7c \u0111i\u1ec3m ngh\u1ebdn trong qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng, c\u0169ng nh\u01b0 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng <a href=\"https:\/\/base.vn\/blog\/cham-soc-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a> t\u1ed5ng th\u1ec3.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-2-d\u01b0a-ra-quy\u1ebft-d\u1ecbnh-c\u1ea3i-ti\u1ebfn-d\u1ef1a-tren-d\u1eef-li\u1ec7u\"><strong>2.2 \u0110\u01b0a ra quy\u1ebft \u0111\u1ecbnh c\u1ea3i ti\u1ebfn d\u1ef1a tr\u00ean d\u1eef li\u1ec7u<\/strong><\/h3>\n\n\n\n<p>Doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c \u0111\u1ed5i m\u1edbi v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 ho\u1eb7c <a href=\"https:\/\/base.vn\/blog\/quy-trinh-cham-soc-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a>, nh\u1eb1m \u0111em \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n.<\/p>\n\n\n\n<p>Trong tr\u01b0\u1eddng h\u1ee3p nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c, h\u00e3y nghi\u00ean c\u1ee9u th\u00eam \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh li\u1ec7u v\u1ea5n \u0111\u1ec1 xu\u1ea5t ph\u00e1t t\u1eeb s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 hay c\u00e1ch th\u1ee9c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. T\u00f9y thu\u1ed9c v\u00e0o k\u1ebft qu\u1ea3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c c\u1ea3i ti\u1ebfn c\u1ea7n thi\u1ebft nh\u01b0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u0110\u00e0o t\u1ea1o th\u00eam cho \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean.<\/li>\n\n\n\n<li>Ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m m\u1edbi ho\u1eb7c n\u00e2ng c\u1ea5p s\u1ea3n ph\u1ea9m hi\u1ec7n t\u1ea1i.<\/li>\n\n\n\n<li>C\u1ea3i thi\u1ec7n quy tr\u00ecnh v\u00e0 ch\u00ednh s\u00e1ch l\u00e0m vi\u1ec7c n\u1ed9i b\u1ed9.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-3-gi\u1eef-chan-khach-hang-hi\u1ec7n-t\u1ea1i-ti\u1ebfp-c\u1eadn-khach-hang-m\u1edbi\"><strong>2.3 Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1edbi<\/strong><\/h3>\n\n\n\n<p>\u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p c\u00f3 t\u1eadp kh\u00e1ch h\u00e0ng l\u1edbn, vi\u1ec7c x\u00e1c \u0111\u1ecbnh c\u1ee5 th\u1ec3 kh\u00e1ch h\u00e0ng n\u00e0o c\u00f3 nguy c\u01a1 \u201cr\u1eddi b\u1ecf\u201d l\u00e0 m\u1ed9t th\u00e1ch th\u1ee9c. Nh\u01b0ng, kh\u00f3 kh\u0103n n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c kh\u1eafc ph\u1ee5c v\u1edbi CSAT.<\/p>\n\n\n\n<p>Ph\u00e2n t\u00edch CSAT s\u1ebd gi\u00fap doanh nghi\u1ec7p ph\u00e1t hi\u1ec7n nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, t\u1eeb \u0111\u00f3 \u0111i\u1ec1u ch\u1ec9nh k\u1ecbp th\u1eddi \u0111\u1ec3 gi\u1eef ch\u00e2n h\u1ecd. \u0110\u1ed3ng th\u1eddi, khi kh\u00e1ch h\u00e0ng nh\u1eadn th\u1ea5y doanh nghi\u1ec7p \u201cch\u1ecbu kh\u00f3\u201c l\u1eafng nghe ph\u1ea3n h\u1ed3i v\u00e0 kh\u00f4ng ng\u1eebng c\u1ea3i thi\u1ec7n, h\u1ecd s\u1ebd tin t\u01b0\u1edfng v\u00e0 g\u1eafn k\u1ebft v\u1edbi th\u01b0\u01a1ng hi\u1ec7u h\u01a1n.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, CSAT c\u00f2n l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 x\u00e2y d\u1ef1ng nh\u1eefng &#8220;\u0111\u1ea1i s\u1ee9 th\u01b0\u01a1ng hi\u1ec7u&#8221;. Ngo\u00e0i vi\u1ec7c ch\u00fa \u00fd x\u1eed l\u00fd ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c, doanh nghi\u1ec7p c\u0169ng c\u1ea7n k\u1ebft n\u1ed1i v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng cho \u0111i\u1ec3m s\u1ed1 cao, c\u1ea3m \u01a1n h\u1ecd v\u00ec s\u1ef1 \u1ee7ng h\u1ed9 v\u00e0 khuy\u1ebfn kh\u00edch h\u1ecd chia s\u1ebb tr\u1ea3i nghi\u1ec7m tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i ho\u1eb7c \u0111\u1ec3 l\u1ea1i \u0111\u00e1nh gi\u00e1. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 gia t\u0103ng uy t\u00edn m\u00e0 c\u00f2n mang l\u1ea1i c\u01a1 h\u1ed9i ti\u1ebfp c\u1eadn nhi\u1ec1u kh\u00e1ch h\u00e0ng m\u1edbi th\u00f4ng qua s\u1ef1 gi\u1edbi thi\u1ec7u truy\u1ec1n mi\u1ec7ng.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/chi-so-csat-1024x576.webp\" alt=\"Ch\u1ec9 s\u1ed1 CSAT\" class=\"wp-image-14191\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/chi-so-csat-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/chi-so-csat-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/chi-so-csat-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/chi-so-csat-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/chi-so-csat.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-lam-sao-do-m\u1ee9c-d\u1ed9-hai-long-c\u1ee7a-khach-hang-s\u1eed-d\u1ee5ng-thang-likert\"><strong>3. L\u00e0m sao \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng? S\u1eed d\u1ee5ng thang Likert<\/strong><\/h2>\n\n\n\n<p>Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng\/kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a m\u1ed7i kh\u00e1ch h\u00e0ng th\u00f4ng qua thang Likert. <a href=\"https:\/\/base.vn\/blog\/thang-do-likert\/\" target=\"_blank\" rel=\"noreferrer noopener\">Thang \u0111o Likert<\/a> l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng \u0111\u00e1nh gi\u00e1 ph\u1ed5 bi\u1ebfn, cho ph\u00e9p kh\u00e1ch h\u00e0ng di\u1ec5n t\u1ea3 tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u00ecnh b\u1eb1ng m\u1ed9t con s\u1ed1 (tr\u00ean thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 5; ho\u1eb7c t\u1eeb 1 \u0111\u1ebfn 10). Con s\u1ed1 n\u00e0y bi\u1ec3u th\u1ecb m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng ho\u1eb7c kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd tr\u01b0\u1edbc m\u1ed9t c\u00e2u h\u1ecfi ho\u1eb7c m\u1ed9t nh\u1eadn \u0111\u1ecbnh. C\u1ee5 th\u1ec3 nh\u01b0 sau:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Ph\u1ea3n h\u1ed3i<\/strong><\/td><td><strong>Thang \u0111i\u1ec3m 1 \u2013 5<\/strong><\/td><td><strong>Thang \u0111i\u1ec3m 1 \u2013 10<\/strong><\/td><\/tr><tr><td>R\u1ea5t h\u00e0i l\u00f2ng<\/td><td>5<\/td><td>9 \u2013 10<\/td><\/tr><tr><td>H\u00e0i l\u00f2ng<\/td><td>4<\/td><td>7 \u2013 8<\/td><\/tr><tr><td>B\u00ecnh th\u01b0\u1eddng<\/td><td>3<\/td><td>5 \u2013 6<\/td><\/tr><tr><td>Kh\u00f4ng h\u00e0i l\u00f2ng<\/td><td>2<\/td><td>3 \u2013 4<\/td><\/tr><tr><td>R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng<\/td><td>1<\/td><td>1 \u2013 2<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>M\u1ed9t s\u1ed1 m\u1eabu c\u00e2u h\u1ecfi \u0111\u1ec3 kh\u1ea3o s\u00e1t CSAT th\u01b0\u1eddng l\u00e0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tr\u00ean thang \u0111i\u1ec3m 1 \u0111\u1ebfn 10, b\u1ea1n c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o v\u1ec1 s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i?<\/li>\n\n\n\n<li>B\u1ea1n h\u00e0i l\u00f2ng \u0111\u1ebfn m\u1ee9c n\u00e0o v\u1edbi s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n? H\u00e3y \u0111\u00e1nh gi\u00e1 tr\u00ean thang \u0111i\u1ec3m 1 \u0111\u1ebfn 5.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-cong-th\u1ee9c-tinh-ch\u1ec9-s\u1ed1-csat-kem-vi-d\u1ee5\"><strong>4. C\u00f4ng th\u1ee9c t\u00ednh ch\u1ec9 s\u1ed1 CSAT k\u00e8m v\u00ed d\u1ee5<\/strong><\/h2>\n\n\n\n<p>\u0110i\u1ec3m CSAT \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch l\u1ea5y t\u1ed5ng s\u1ed1 ph\u1ea3n h\u1ed3i h\u00e0i l\u00f2ng, chia cho t\u1ed5ng s\u1ed1 ph\u1ea3n h\u1ed3i thu th\u1eadp \u0111\u01b0\u1ee3c, sau \u0111\u00f3 nh\u00e2n v\u1edbi 100. K\u1ebft qu\u1ea3 s\u1ebd cho doanh nghi\u1ec7p bi\u1ebft t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m t\u1ed5ng th\u1ec3 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/p>\n\n\n\n<p class=\"has-text-align-center has-background\" style=\"background-color:#ebf6fd\">C\u00f4ng th\u1ee9c: <strong>CSAT = [ T\u1ed5ng s\u1ed1 ph\u1ea3n h\u1ed3i h\u00e0i l\u00f2ng \/ T\u1ed5ng s\u1ed1 ph\u1ea3n h\u1ed3i thu th\u1eadp ] x 100<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: M\u1ed9t c\u00f4ng ty th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t CSAT b\u1eb1ng c\u00e1ch \u0111\u1eb7t c\u00e2u h\u1ecfi \u201cB\u1ea1n c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o v\u1ec1 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a ch\u00fang t\u00f4i? H\u00e3y \u0111\u00e1nh gi\u00e1 theo thang \u0111i\u1ec3m t\u1eeb 1 \u2013 5\u201d. Sau \u0111\u00f3, c\u00f4ng ty thu \u0111\u01b0\u1ee3c 10 l\u01b0\u1ee3t ph\u1ea3n h\u1ed3i nh\u01b0 sau:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Ph\u1ea3n h\u1ed3i<\/strong><\/td><td><strong>\u0110i\u1ec3m ph\u1ea3n h\u1ed3i<\/strong><\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng A<\/td><td>5<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng B<\/td><td>3<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng C<\/td><td>4<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng D<\/td><td>3<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng E<\/td><td>3<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng F<\/td><td>4<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng G<\/td><td>4<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng H<\/td><td>5<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng I<\/td><td>1<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng J<\/td><td>5<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>Trong v\u00ed d\u1ee5 n\u00e0y, nh\u1eefng ng\u01b0\u1eddi ch\u1ea5m \u0111i\u1ec3m 4 ho\u1eb7c 5 \u0111\u01b0\u1ee3c coi l\u00e0 h\u00e0i l\u00f2ng. V\u00ec v\u1eady, c\u00f3 t\u1ed5ng c\u1ed9ng 6 ph\u1ea3n h\u1ed3i h\u00e0i l\u00f2ng. V\u1edbi t\u1ed5ng s\u1ed1 10 ph\u1ea3n h\u1ed3i, \u00e1p d\u1ee5ng c\u00f4ng th\u1ee9c CSAT, ta c\u00f3:<\/p>\n\n\n\n<p><strong>(6 \u00f7 10) x 100 = 60<\/strong><\/p>\n\n\n\n<p>\u0110i\u1ec1u n\u00e0y cho th\u1ea5y <strong>60% <\/strong>kh\u00e1ch h\u00e0ng tham gia kh\u1ea3o s\u00e1t h\u00e0i l\u00f2ng v\u1edbi d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. Tuy nhi\u00ean, con s\u1ed1 n\u00e0y c\u0169ng ch\u1ec9 ra r\u1eb1ng c\u00f4ng ty v\u1eabn c\u1ea7n c\u1ea3i thi\u1ec7n nhi\u1ec1u kh\u00eda c\u1ea1nh kh\u00e1c. \u0110\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n nh\u1eefng kh\u00eda c\u1ea1nh c\u1ea7n c\u1ea3i thi\u1ec7n, c\u00f4ng ty c\u00f3 th\u1ec3 theo d\u00f5i m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u1edf c\u00e1c \u0111i\u1ec3m ch\u1ea1m kh\u00e1c nhau trong h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd. Vi\u1ec7c n\u00e0y gi\u00fap ph\u00e1t hi\u1ec7n s\u1edbm nh\u1eefng \u0111i\u1ec3m ngh\u1ebdn c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn <a href=\"https:\/\/base.vn\/blog\/cx-trai-nghiem-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> v\u00e0 t\u00ecm c\u00e1ch kh\u1eafc ph\u1ee5c.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cong-thuc-tinh-csat-1024x576.webp\" alt=\"C\u00f4ng th\u1ee9c CSAT\" class=\"wp-image-14193\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cong-thuc-tinh-csat-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cong-thuc-tinh-csat-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cong-thuc-tinh-csat-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cong-thuc-tinh-csat-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cong-thuc-tinh-csat.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-ch\u1ec9-s\u1ed1-csat-bao-nhieu-la-t\u1ed1t\"><strong>5. Ch\u1ec9 s\u1ed1 CSAT bao nhi\u00eau l\u00e0 t\u1ed1t?<\/strong><\/h2>\n\n\n\n<p>Nhi\u1ec1u ng\u00e0nh xem \u0111i\u1ec3m CSAT t\u1eeb 75% \u0111\u1ebfn 85% l\u00e0 t\u1ed1t v\u00e0 \u0111i\u1ec3m tr\u00ean 90% l\u00e0 tuy\u1ec7t v\u1eddi. Tuy nhi\u00ean, nh\u1eefng ti\u00eau chu\u1ea9n n\u00e0y ch\u1ec9 mang t\u00ednh tham kh\u1ea3o, v\u00ec k\u1ef3 v\u1ecdng v\u1ec1 CSAT c\u00f2n t\u00f9y thu\u1ed9c v\u00e0o l\u0129nh v\u1ef1c v\u00e0 m\u1ee5c ti\u00eau c\u1ee7a t\u1eebng doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>\u0110i\u1ec1u quan tr\u1ecdng l\u00e0, d\u00f9 ch\u1ec9 s\u1ed1 CSAT hi\u1ec7n t\u1ea1i c\u1ee7a doanh nghi\u1ec7p l\u00e0 bao nhi\u00eau, n\u1ebfu n\u00f3 c\u00f3 s\u1ef1 c\u1ea3i thi\u1ec7n theo th\u1eddi gian, \u0111\u00f3 ch\u00ednh l\u00e0 d\u1ea5u hi\u1ec7u cho th\u1ea5y \u0111\u1ed9i ng\u0169 \u0111ang \u0111i \u0111\u00fang h\u01b0\u1edbng. B\u1eb1ng c\u00e1ch thi\u1ebft l\u1eadp c\u00e1c m\u1ee5c ti\u00eau CSAT c\u1ee5 th\u1ec3 v\u00e0 theo d\u00f5i s\u1ef1 ti\u1ebfn b\u1ed9 li\u00ean t\u1ee5c, doanh nghi\u1ec7p s\u1ebd \u0111\u1ea1t \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 nh\u01b0 k\u1ef3 v\u1ecdng.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>\u0110\u1ecdc th\u00eam:<\/strong> <a href=\"https:\/\/base.vn\/blog\/customer-centric\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Centric l\u00e0 g\u00ec? T\u01b0 duy l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-cach-c\u1ea3i-thi\u1ec7n-va-gia-tang-ch\u1ec9-s\u1ed1-csat\"><strong>6. C\u00e1ch c\u1ea3i thi\u1ec7n v\u00e0 gia t\u0103ng ch\u1ec9 s\u1ed1 CSAT<\/strong><\/h2>\n\n\n\n<p>\u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111i\u1ec3m s\u1ed1 CSAT t\u1ed1t h\u01a1n, doanh nghi\u1ec7p h\u00e3y th\u1eed \u00e1p d\u1ee5ng m\u1ed9t trong c\u00e1c c\u00e1ch d\u01b0\u1edbi \u0111\u00e2y:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-1-d\u1ea7u-t\u01b0-vao-gi\u1ea3i-phap-crm\"><strong>6.1 \u0110\u1ea7u t\u01b0 v\u00e0o gi\u1ea3i ph\u00e1p CRM<\/strong><\/h3>\n\n\n\n<p>C\u00f4ng ngh\u1ec7 v\u00e0 con ng\u01b0\u1eddi l\u00e0 hai y\u1ebfu t\u1ed1 then ch\u1ed1t gi\u00fap doanh nghi\u1ec7p mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u00e1ng nh\u1edb. B\u00ean c\u1ea1nh m\u1ed9t \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean th\u1ea1o ngh\u1ec1 v\u00e0 t\u00e2m huy\u1ebft, doanh nghi\u1ec7p c\u1ea7n trang b\u1ecb cho h\u1ecd nh\u1eefng c\u00f4ng c\u1ee5 m\u1ea1nh m\u1ebd v\u00e0 th\u00f4ng minh, nh\u01b0 l\u00e0 Base CRM, \u0111\u1ec3 gi\u00fap h\u1ecd ph\u00e1t huy t\u1ed1i \u0111a n\u0103ng l\u1ef1c v\u00e0 n\u00e2ng cao c\u01a1 h\u1ed9i g\u1eafn k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>H\u01a1n c\u1ea3 m\u1ed9t CMR \u0111\u01a1n thu\u1ea7n, <strong><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base CRM<\/a><\/strong> cung c\u1ea5p cho c\u00e1c doanh nghi\u1ec7p m\u1ed9t n\u1ec1n t\u1ea3ng v\u1eadn h\u00e0nh kinh doanh to\u00e0n di\u1ec7n, h\u1ee3p nh\u1ea5t v\u00e0o chu tr\u00ecnh kinh doanh 4 tr\u1ee5 c\u1ed9t ch\u00ednh:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Qu\u1ea3n l\u00fd b\u00e1n h\u00e0ng (Sales):<\/strong> Theo d\u00f5i xuy\u00ean su\u1ed1t ph\u1ec5u b\u00e1n h\u00e0ng (sales pipeline) v\u1edbi c\u00e1c t\u00ednh n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a nh\u01b0 g\u1ecdi \u0111i\u1ec7n, g\u1eedi email, t\u1ed5 ch\u1ee9c cu\u1ed9c h\u1ecdp, v\u00e0 ch\u1ea5m \u0111i\u1ec3m ti\u1ec1m n\u0103ng kh\u00e1ch h\u00e0ng. \u0110\u1ed3ng th\u1eddi, h\u1ec7 th\u1ed1ng ghi nh\u1eadn m\u1ecdi \u0111i\u1ec3m ch\u1ea1m c\u1ee7a nh\u00e2n vi\u00ean v\u1edbi kh\u00e1ch h\u00e0ng, cung c\u1ea5p b\u00e1o c\u00e1o chi ti\u1ebft v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u trong chu tr\u00ecnh b\u00e1n h\u00e0ng.<\/li>\n\n\n\n<li><strong>Qu\u1ea3n l\u00fd s\u1ea3n ph\u1ea9m (Product):<\/strong> Cung c\u1ea5p kho t\u00e0i nguy\u00ean \u0111\u1ec3 chia s\u1ebb th\u00f4ng tin v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5, gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng truy\u1ec1n t\u1ea3i nh\u1eefng ki\u1ebfn th\u1ee9c c\u1ea7n thi\u1ebft \u0111\u1ebfn nh\u00e2n vi\u00ean v\u00e0 kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li><strong>Qu\u1ea3n l\u00fd ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau b\u00e1n (Services):<\/strong> Ti\u1ebfp nh\u1eadn v\u00e0 x\u1eed l\u00fd th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng qua k\u00eanh chat nhanh, g\u1eedi ticket ph\u1ea3n h\u1ed3i; t\u00edch h\u1ee3p th\u01b0 vi\u1ec7n t\u00e0i li\u1ec7u gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng tra c\u1ee9u h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng khi c\u1ea7n.<\/li>\n\n\n\n<li><strong>Qu\u1ea3n l\u00fd ti\u1ebfp th\u1ecb (Marketing): <\/strong>Cung c\u1ea5p c\u00e1c t\u00ednh n\u0103ng marketing t\u1ef1 \u0111\u1ed9ng v\u00e0 c\u00e1 nh\u00e2n h\u00f3a nh\u01b0 g\u1eedi email, tin nh\u1eafn SMS, \u0111\u1ed3ng th\u1eddi b\u00e1o c\u00e1o hi\u1ec7u su\u1ea5t c\u1ee7a t\u1eebng chi\u1ebfn d\u1ecbch \u0111\u1ec3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c k\u1ecbp th\u1eddi.<\/li>\n<\/ul>\n\n\n\n<p>V\u1edbi Base CRM, doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 c\u00f3 th\u1ec3 theo s\u00e1t h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, linh ho\u1ea1t \u0111i\u1ec1u ch\u1ec9nh c\u00e1ch ti\u1ebfp c\u1eadn \u1edf m\u1ed7i \u0111i\u1ec3m ch\u1ea1m, t\u00ecm c\u01a1 h\u1ed9i gia t\u0103ng doanh s\u1ed1, m\u00e0 c\u00f2n c\u00f3 th\u1ec3 chu\u1ea9n h\u00f3a quy tr\u00ecnh v\u00e0 nh\u00e2n b\u1ea3n c\u00f4ng th\u1ee9c b\u00e1n h\u00e0ng th\u00e0nh c\u00f4ng.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"457\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-1024x457.jpg\" alt=\"Base CRM\" class=\"wp-image-13979\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-1024x457.jpg 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-300x134.jpg 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-768x343.jpg 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-1536x686.jpg 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-2048x914.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-2-minh-b\u1ea1ch-v\u1ec1-th\u1eddi-gian-ch\u1edd-d\u1ee3i\"><strong>6.2 Minh b\u1ea1ch v\u1ec1 th\u1eddi gian ch\u1edd \u0111\u1ee3i<\/strong><\/h3>\n\n\n\n<p>Trong ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng, \u0111\u1ec3 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i l\u00e2u l\u00e0 m\u1ed9t \u0111i\u1ec1u t\u1ed1i k\u1ef5. Tuy nhi\u00ean, s\u1ebd c\u00f3 nh\u1eefng l\u00fac nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 \u201cqu\u00e1 t\u1ea3i\u201d tin nh\u1eafn ho\u1eb7c cu\u1ed9c g\u1ecdi v\u00e0 kh\u00f4ng th\u1ec3 ngay l\u1eadp t\u1ee9c k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng. Do \u0111\u00f3, \u0111\u1ec3 gi\u1ea3m thi\u1ec3u s\u1ef1 th\u1ea5t v\u1ecdng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng tin nh\u1eafn chatbot, c\u00f3 kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p ho\u1eb7c \u0111i\u1ec1u h\u01b0\u1edbng kh\u00e1ch h\u00e0ng \u0111\u1ebfn nh\u1eefng t\u00e0i nguy\u00ean t\u1ef1 ph\u1ee5c v\u1ee5.<\/p>\n\n\n\n<p>\u0110\u1ed1i v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng ch\u1ec9 mu\u1ed1n tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp v\u1edbi nh\u00e2n vi\u00ean ch\u0103m s\u00f3c, chatbot n\u00ean cung c\u1ea5p th\u00f4ng tin r\u00f5 r\u00e0ng v\u1ec1 th\u1eddi gian ch\u1edd \u0111\u1ee3i c\u00f9ng c\u00e1c l\u1ef1a ch\u1ecdn thay th\u1ebf nh\u01b0 nh\u1eafn tin ho\u1eb7c g\u1ecdi l\u1ea1i. V\u00ed d\u1ee5, tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng c\u00f3 th\u1ec3 l\u00e0: \u201cT\u01b0 v\u1ea5n vi\u00ean s\u1ebd li\u00ean h\u1ec7 l\u1ea1i Qu\u00fd kh\u00e1ch trong v\u00f2ng 10 ph\u00fat. Qu\u00fd kh\u00e1ch c\u00f3 mu\u1ed1n \u0111\u1eb7t l\u1ecbch g\u1ecdi l\u1ea1i kh\u00f4ng?\u201d Nh\u1edd \u0111\u00f3, kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 quan t\u00e2m v\u00e0 chu \u0111\u00e1o t\u1eeb ph\u00eda doanh nghi\u1ec7p.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-3-bi\u1ebfn-ph\u1ea3n-h\u1ed3i-tieu-c\u1ef1c-thanh-d\u1ed9ng-l\u1ef1c-c\u1ea3i-ti\u1ebfn-nbsp\"><strong>6.3 Bi\u1ebfn ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c th\u00e0nh \u0111\u1ed9ng l\u1ef1c c\u1ea3i ti\u1ebfn&nbsp;<\/strong><\/h3>\n\n\n\n<p>Ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c c\u00f3 th\u1ec3 l\u00e0 \u0111i\u1ec1u kh\u00f3 ti\u1ebfp nh\u1eadn, nh\u01b0ng tr\u00ean th\u1ef1c t\u1ebf, \u0111\u00f3 ch\u00ednh l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n v\u00e0 ho\u00e0n thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, <a href=\"https:\/\/base.vn\/blog\/dich-vu-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a>. N\u1ebfu kh\u00f4ng c\u00f3 sai l\u1ea7m ngh\u0129a l\u00e0 doanh nghi\u1ec7p ch\u01b0a tr\u1ea3i nghi\u1ec7m nh\u1eefng \u0111i\u1ec1u m\u1edbi m\u1ebb. V\u00ec v\u1eady, h\u00e3y \u0111\u00f3n nh\u1eadn ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c nh\u01b0 m\u1ed9t b\u00e0i h\u1ecdc qu\u00fd gi\u00e1 v\u00e0 t\u1eeb \u0111\u00f3 \u0111i\u1ec1u ch\u1ec9nh \u0111\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-7-m\u1ed9t-s\u1ed1-cau-h\u1ecfi-th\u01b0\u1eddng-g\u1eb7p-v\u1ec1-csat\"><strong>7. M\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p v\u1ec1 CSAT<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-7-1-\u01b0u-di\u1ec3m-va-nh\u01b0\u1ee3c-di\u1ec3m-c\u1ee7a-csat-la-gi\"><strong>7.1 \u01afu \u0111i\u1ec3m v\u00e0 nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a CSAT l\u00e0 g\u00ec?<\/strong><\/h3>\n\n\n\n<p>Gi\u1ed1ng nh\u01b0 c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng kh\u00e1c, CSAT ch\u1ec9 l\u00e0 m\u1ed9t m\u1ea3nh gh\u00e9p nh\u1ecf trong \u201cb\u1ee9c tranh\u201d kinh doanh r\u1ed9ng l\u1edbn c\u1ee7a doanh nghi\u1ec7p. V\u00ec v\u1eady, ch\u1ec9 s\u1ed1 n\u00e0y c\u0169ng c\u00f3 nh\u1eefng \u01b0u \u0111i\u1ec3m v\u00e0 nh\u01b0\u1ee3c \u0111i\u1ec3m ri\u00eang:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>\u01afu \u0111i\u1ec3m<\/strong><\/td><td><strong>Nh\u01b0\u1ee3c \u0111i\u1ec3m<\/strong><\/td><\/tr><tr><td><strong>&#8211; D\u1ec5 \u0111o l\u01b0\u1eddng: <\/strong>CSAT ch\u1ec9 c\u1ea7n m\u1ed9t c\u00e2u h\u1ecfi \u0111\u01a1n gi\u1ea3n v\u1edbi thang \u0111i\u1ec3m d\u1ec5 hi\u1ec3u, thu\u1eadn ti\u1ec7n \u0111\u1ec3 tri\u1ec3n khai tr\u00ean nhi\u1ec1u k\u00eanh nh\u01b0 email ho\u1eb7c ph\u1ea7n m\u1ec1m kh\u1ea3o s\u00e1t.<br><strong>&#8211; Th\u00e2n thi\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng: <\/strong>\u0110\u1ed9 ng\u1eafn g\u1ecdn v\u00e0 \u0111\u01a1n gi\u1ea3n c\u1ee7a c\u00e2u h\u1ecfi CSAT gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng tr\u1ea3 l\u1eddi m\u00e0 kh\u00f4ng c\u1ea3m th\u1ea5y phi\u1ec1n, ngay c\u1ea3 khi \u0111\u01b0\u1ee3c h\u1ecfi nhi\u1ec1u l\u1ea7n.<br><strong>&#8211; D\u1eef li\u1ec7u d\u1ec5 ph\u00e2n t\u00edch: <\/strong>CSAT cung c\u1ea5p d\u1eef li\u1ec7u s\u1ed1 r\u00f5 r\u00e0ng, d\u1ec5 x\u1eed l\u00fd v\u00e0 ph\u00e2n t\u00edch b\u1eb1ng c\u00e1c ph\u01b0\u01a1ng ph\u00e1p th\u1ed1ng k\u00ea kh\u00e1c nhau.<br><strong>&#8211; Ph\u1ed5 bi\u1ebfn r\u1ed9ng r\u00e3i: <\/strong>V\u00ec CSAT \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t ti\u00eau chu\u1ea9n \u0111o l\u01b0\u1eddng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 so s\u00e1nh k\u1ebft qu\u1ea3 c\u1ee7a m\u00ecnh v\u1edbi \u0111\u1ed1i th\u1ee7, ho\u1eb7c s\u1eed d\u1ee5ng \u0111i\u1ec3m cao \u0111\u1ec3 qu\u1ea3ng b\u00e1 th\u01b0\u01a1ng hi\u1ec7u.<\/td><td><strong>&#8211; Ph\u1ee5 thu\u1ed9c v\u00e0o ph\u1ea3n h\u1ed3i ch\u1ee7 quan: <\/strong>D\u1eef li\u1ec7u r\u1ea5t d\u1ec5 b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi c\u1ea3m x\u00fac ho\u1eb7c t\u00ecnh hu\u1ed1ng c\u00e1 nh\u00e2n c\u1ee7a ng\u01b0\u1eddi tr\u1ea3 l\u1eddi, d\u1eabn \u0111\u1ebfn sai l\u1ec7ch.<br><strong>&#8211; H\u1ea1n ch\u1ebf v\u1ec1 chi\u1ec1u s\u00e2u: <\/strong>CSAT ch\u1ec9 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng ho\u1eb7c kh\u00f4ng h\u00e0i l\u00f2ng, kh\u00f4ng cung c\u1ea5p th\u00f4ng tin chi ti\u1ebft ho\u1eb7c ph\u00e2n t\u00edch s\u00e2u v\u1ec1 tr\u1ea3i nghi\u1ec7m.<br><strong>&#8211; Ch\u1ecbu \u1ea3nh h\u01b0\u1edfng b\u1edfi thi\u00ean ki\u1ebfn: <\/strong>Nh\u1eefng ng\u01b0\u1eddi tham gia kh\u1ea3o s\u00e1t CSAT th\u01b0\u1eddng l\u00e0 ng\u01b0\u1eddi c\u00f3 tr\u1ea3i nghi\u1ec7m r\u1ea5t h\u00e0i l\u00f2ng ho\u1eb7c r\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng. Nh\u1eefng ng\u01b0\u1eddi c\u1ea3m th\u1ea5y b\u00ecnh th\u01b0\u1eddng th\u00ec hi\u1ebfm khi t\u00edch c\u1ef1c tham gia.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-7-2-csat-khac-v\u1edbi-nps-va-ces-nh\u01b0-th\u1ebf-nao\"><strong>7.2 CSAT kh\u00e1c v\u1edbi NPS v\u00e0 CES nh\u01b0 th\u1ebf n\u00e0o?<\/strong><\/h3>\n\n\n\n<p>CSAT (Customer Satisfaction Score), CES (Customer Effort Score), v\u00e0 <a href=\"https:\/\/base.vn\/blog\/nps-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">NPS (Net Promoter Score)<\/a> l\u00e0 ba ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng ph\u1ed5 bi\u1ebfn nh\u1ea5t \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u1eefa ch\u00fang c\u00f3 s\u1ef1 kh\u00e1c bi\u1ec7t r\u00f5 r\u1ec7t nh\u01b0 sau:<\/p>\n\n\n\n<p><strong>\u2013 CSAT (Customer Satisfaction Score): <\/strong>CSAT \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi c\u00f4ng ty, d\u1ecbch v\u1ee5 ho\u1eb7c s\u1ea3n ph\u1ea9m, v\u00e0 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng trong m\u1ecdi \u0111i\u1ec3m ch\u1ea1m thu\u1ed9c h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p><strong>\u2013 CES (Customer Effort Score): <\/strong>CES \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng trong vi\u1ec7c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 h\u1ed7 tr\u1ee3. C\u0169ng gi\u1ed1ng nh\u01b0 CSAT, CES \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng b\u1eb1ng thang \u0111i\u1ec3m Likert, y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng t\u1eeb \u201cr\u1ea5t d\u1ec5\u201d \u0111\u1ebfn \u201cr\u1ea5t kh\u00f3.\u201d<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>C\u00e1c c\u00e2u h\u1ecfi CES c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o nh\u1eefng t\u00e1c v\u1ee5 c\u1ee5 th\u1ec3 nh\u01b0 giao ti\u1ebfp v\u1edbi nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3, \u0111\u1eb7t mua ho\u1eb7c tr\u1ea3 h\u00e0ng.<\/li>\n\n\n\n<li>CES gi\u00fap ph\u00e1t hi\u1ec7n c\u00e1c \u0111i\u1ec3m y\u1ebfu trong quy tr\u00ecnh h\u1ed7 tr\u1ee3 ho\u1eb7c s\u1ea3n ph\u1ea9m, d\u1ef1 \u0111o\u00e1n h\u00e0nh vi mua h\u00e0ng trong t\u01b0\u01a1ng lai, ch\u1ec9 ra c\u00e1c c\u01a1 h\u1ed9i c\u1ea3i thi\u1ec7n v\u00e0 l\u00e0 ch\u1ec9 b\u00e1o t\u1ed1t v\u1ec1 l\u00f2ng trung th\u00e0nh v\u00e0 s\u1ef1 \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n<\/ul>\n\n\n\n<p><strong>\u2013 NPS (Net Promoter Score): <\/strong>NPS \u0111o l\u01b0\u1eddng c\u1ea3m nh\u1eadn t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u, thay v\u00ec \u0111\u00e1nh gi\u00e1 m\u1ed9t t\u01b0\u01a1ng t\u00e1c hay giao d\u1ecbch c\u1ee5 th\u1ec3. Doanh nghi\u1ec7p th\u01b0\u1eddng s\u1eed d\u1ee5ng ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u v\u1edbi ng\u01b0\u1eddi kh\u00e1c.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>N\u1ed9i dung c\u00e2u h\u1ecfi trong kh\u1ea3o s\u00e1t NPS th\u01b0\u1eddng l\u00e0: \u201cKh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a ch\u00fang t\u00f4i cho ng\u01b0\u1eddi quen l\u00e0 bao nhi\u00eau?\u201d v\u1edbi thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 10, trong \u0111\u00f3 10 l\u00e0 &#8220;r\u1ea5t c\u00f3 kh\u1ea3 n\u0103ng\u201d.<\/li>\n\n\n\n<li>NPS th\u01b0\u1eddng thu h\u00fat t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i cao h\u01a1n so v\u1edbi c\u00e1c ch\u1ec9 s\u1ed1 kh\u00e1c v\u00e0 h\u1eefu \u00edch trong vi\u1ec7c \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, c\u0169ng nh\u01b0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>Ngo\u00e0i ra, NPS c\u00f2n \u0111\u01b0\u1ee3c xem l\u00e0 \u201cch\u1ec9 s\u1ed1 t\u0103ng tr\u01b0\u1edfng\u201d v\u00ec n\u00f3 ph\u1ea3n \u00e1nh kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng qu\u1ea3ng b\u00e1 th\u01b0\u01a1ng hi\u1ec7u gi\u00fap doanh nghi\u1ec7p.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-7-3-c\u1ea7n-l\u01b0u-y-di\u1ec1u-gi-khi-do-l\u01b0\u1eddng-csat\"><strong>7.3 C\u1ea7n l\u01b0u \u00fd \u0111i\u1ec1u g\u00ec khi \u0111o l\u01b0\u1eddng CSAT?<\/strong><\/h3>\n\n\n\n<p>Trong qu\u00e1 tr\u00ecnh kh\u1ea3o s\u00e1t v\u00e0 \u0111\u00e1nh gi\u00e1 k\u1ebft qu\u1ea3 CSAT, doanh nghi\u1ec7p c\u1ea7n l\u01b0u \u00fd m\u1ed9t s\u1ed1 \u0111i\u1ec3m sau:<\/p>\n\n\n\n<p><strong>\u2013 \u0110\u1ea3m b\u1ea3o k\u00edch th\u01b0\u1edbc m\u1eabu kh\u1ea3o s\u00e1t \u0111\u1ee7 l\u1edbn: <\/strong>M\u1ed9t m\u1eabu kh\u1ea3o s\u00e1t c\u00e0ng l\u1edbn th\u00ec d\u1eef li\u1ec7u CSAT thu th\u1eadp \u0111\u01b0\u1ee3c c\u00e0ng ch\u00ednh x\u00e1c v\u00e0 c\u00f3 gi\u00e1 tr\u1ecb. N\u1ebfu ch\u1ec9 kh\u1ea3o s\u00e1t tr\u00ean m\u1ed9t t\u1ec7p kh\u00e1ch h\u00e0ng nh\u1ecf, k\u1ebft qu\u1ea3 c\u00f3 th\u1ec3 b\u1ecb sai l\u1ec7ch, \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i ti\u1ebfn c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>\u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf, \u0111\u1eebng \u0111\u1ec3 vi\u1ec7c thi\u1ebfu ngu\u1ed3n l\u1ef1c tr\u1edf th\u00e0nh r\u00e0o c\u1ea3n. C\u00e1c c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t tr\u1ef1c tuy\u1ebfn nh\u01b0 Google Form, hay c\u00e1c \u1ee9ng d\u1ee5ng nh\u01b0 SurveyMonkey c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p m\u1edf r\u1ed9ng t\u1ec7p kh\u00e1ch h\u00e0ng tham gia kh\u1ea3o s\u00e1t m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng v\u00e0 ti\u1ebft ki\u1ec7m chi ph\u00ed.<\/p>\n\n\n\n<p><strong>\u2013 T\u1eadp trung v\u00e0o ch\u1ea5t l\u01b0\u1ee3ng d\u1eef li\u1ec7u: <\/strong>\u0110\u1ec3 \u0111o l\u01b0\u1eddng ch\u00ednh x\u00e1c, h\u00e3y x\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p mu\u1ed1n kh\u1ea3o s\u00e1t. M\u1ed7i nh\u00f3m kh\u00e1ch h\u00e0ng c\u00f3 nhu c\u1ea7u v\u00e0 mong mu\u1ed1n kh\u00e1c nhau, v\u00ec v\u1eady vi\u1ec7c nh\u1eafm \u0111\u00fang m\u1ee5c ti\u00eau s\u1ebd gi\u00fap c\u1ea3i thi\u1ec7n gi\u00e1 tr\u1ecb c\u1ee7a d\u1eef li\u1ec7u thu th\u1eadp \u0111\u01b0\u1ee3c.<\/p>\n\n\n\n<p><strong>\u2013 Kh\u00f4ng \u0111\u1ec3 kh\u1ea3o s\u00e1t tr\u1edf th\u00e0nh \u201cg\u00e1nh n\u1eb7ng\u201d cho kh\u00e1ch h\u00e0ng: <\/strong>Kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m th\u1ea5y kh\u00f3 ch\u1ecbu n\u1ebfu li\u00ean t\u1ee5c nh\u1eadn \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u tham gia kh\u1ea3o s\u00e1t. \u0110\u1ec3 t\u00ecnh tr\u1ea1ng n\u00e0y kh\u00f4ng x\u1ea3y ra, doanh nghi\u1ec7p n\u00ean:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Gi\u1ea3m t\u1ea7n su\u1ea5t g\u1eedi kh\u1ea3o s\u00e1t: Ch\u1ec9 g\u1eedi khi c\u1ea7n thi\u1ebft v\u00e0 c\u00f3 m\u1ee5c \u0111\u00edch r\u00f5 r\u00e0ng.<\/li>\n\n\n\n<li>T\u0103ng t\u00ednh h\u1ea5p d\u1eabn: Thi\u1ebft k\u1ebf kh\u1ea3o s\u00e1t \u0111\u01a1n gi\u1ea3n nh\u01b0ng ph\u1ea3i th\u00fa v\u1ecb, v\u00e0 t\u1eadp trung v\u00e0o nh\u1eefng c\u00e2u h\u1ecfi c\u00f3 \u00fd ngh\u0129a.<\/li>\n\n\n\n<li>T\u1ea1o gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng: \u0110\u00ednh k\u00e8m \u01b0u \u0111\u00e3i nh\u1ecf ho\u1eb7c l\u1eddi c\u1ea3m \u01a1n ch\u00e2n th\u00e0nh \u0111\u1ec3 kh\u00e1ch h\u00e0ng th\u1ea5y r\u1eb1ng \u00fd ki\u1ebfn c\u1ee7a h\u1ecd th\u1ef1c s\u1ef1 \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-8-k\u1ebft-lu\u1eadn\"><strong>8. K\u1ebft lu\u1eadn<\/strong><\/h2>\n\n\n\n<p>Tr\u00ean \u0111\u00e2y, Base Blog v\u1eeba chia s\u1ebb \u0111\u1ebfn doanh nghi\u1ec7p c\u00e1c ki\u1ebfn th\u1ee9c li\u00ean quan \u0111\u1ebfn ch\u1ec9 s\u1ed1 CSAT (Customer Satisfaction Score). CSAT kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t con s\u1ed1, m\u00e0 c\u00f2n l\u00e0 ch\u00eca kh\u00f3a gi\u00fap th\u1ea5u hi\u1ec3u s\u00e2u h\u01a1n k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. Ch\u00fac doanh nghi\u1ec7p th\u00e0nh c\u00f4ng trong vi\u1ec7c th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t v\u00e0 \u0111\u00e1nh gi\u00e1 CSAT, \u0111\u1ed3ng th\u1eddi \u0111em l\u1ea1i gi\u00e1 tr\u1ecb thi\u1ebft th\u1ef1c cho c\u1ea3 n\u1ed9i b\u1ed9 v\u00e0 kh\u00e1ch h\u00e0ng.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng kh\u00f3 t\u00ednh v\u00e0 c\u00f3 nhi\u1ec1u l\u1ef1a ch\u1ecdn h\u01a1n. \u0110\u1ec3 t\u1ed3n t\u1ea1i v\u00e0 ph\u00e1t tri\u1ec3n, doanh nghi\u1ec7p c\u1ea7n kh\u00f4ng ng\u1eebng n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 v\u00e0 \u0111\u1eb7c bi\u1ec7t l\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Ch\u1ec9 s\u1ed1 CSAT (Customer Satisfaction Score) ch\u00ednh l\u00e0 c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi: Kh\u00e1ch h\u00e0ng c\u1ee7a [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":14186,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[21],"tags":[],"ppma_author":[55],"class_list":["post-14168","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc-kinh-doanh"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.4 (Yoast SEO v24.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CSAT l\u00e0 g\u00ec? L\u00e0m sao \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng?<\/title>\n<meta name=\"description\" content=\"CSAT c\u00f3 \u00fd ngh\u0129a g\u00ec \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n? 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