{"id":14835,"date":"2025-02-05T10:02:07","date_gmt":"2025-02-05T03:02:07","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=14835"},"modified":"2025-08-14T09:31:54","modified_gmt":"2025-08-14T02:31:54","slug":"thang-do-likert","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/thang-do-likert\/","title":{"rendered":"Thang \u0111o Likert l\u00e0 g\u00ec? T\u00ecm hi\u1ec3u v\u1ec1 thang \u0111o Likert 5 m\u1ee9c \u0111\u1ed9"},"content":{"rendered":"\n<p>Thang \u0111o Likert l\u00e0 c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t th\u00f4ng d\u1ee5ng trong c\u00e1c l\u0129nh v\u1ef1c nh\u01b0 t\u00e2m l\u00fd h\u1ecdc, x\u00e3 h\u1ed9i h\u1ecdc v\u00e0 nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng nh\u1edd kh\u1ea3 n\u0103ng \u0111\u1ecbnh l\u01b0\u1ee3ng h\u00f3a c\u00e1c d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c v\u00e0 d\u1ec5 hi\u1ec3u. \u0110\u1ed1i v\u1edbi doanh nghi\u1ec7p, thang \u0111o n\u00e0y \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c thu th\u1eadp \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng, \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n\n\n\n<p>Trong n\u1ed9i dung sau \u0111\u00e2y, h\u00e3y c\u00f9ng <a href=\"https:\/\/base.vn\/blog\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base Blog<\/a> kh\u00e1m ph\u00e1 thang \u0111o Likert l\u00e0 g\u00ec, c\u00e1c lo\u1ea1i thang \u0111o Likert, \u1ee9ng d\u1ee5ng c\u1ee7a ch\u00fang trong l\u0129nh v\u1ef1c kinh doanh v\u00e0 c\u00e1ch tri\u1ec3n khai kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng b\u1eb1ng thang \u0111o Likert.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-thang-do-likert-la-gi\"><strong>1. Thang \u0111o Likert l\u00e0 g\u00ec?<\/strong><\/h2>\n\n\n\n<p><strong>Thang \u0111o Likert<\/strong> l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 \u0111o l\u01b0\u1eddng ph\u1ed5 bi\u1ebfn trong nghi\u00ean c\u1ee9u khoa h\u1ecdc, \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 kh\u1ea3o s\u00e1t th\u00e1i \u0111\u1ed9, \u00fd ki\u1ebfn ho\u1eb7c nh\u1eadn th\u1ee9c c\u1ee7a ng\u01b0\u1eddi tham gia kh\u1ea3o s\u00e1t \u0111\u1ed1i v\u1edbi m\u1ed9t ph\u00e1t bi\u1ec3u ho\u1eb7c tuy\u00ean b\u1ed1 c\u1ee5 th\u1ec3.<\/p>\n\n\n\n<p>\u0110\u01b0\u1ee3c gi\u1edbi thi\u1ec7u v\u00e0o n\u0103m 1932 b\u1edfi nh\u00e0 t\u00e2m l\u00fd h\u1ecdc Rensis Likert, thang \u0111o Likert n\u1ed5i ti\u1ebfng nh\u1edd kh\u1ea3 n\u0103ng n\u1eafm b\u1eaft v\u00e0 \u0111\u1ecbnh l\u01b0\u1ee3ng c\u00e1c s\u1eafc th\u00e1i c\u1ea3m x\u00fac c\u1ee7a con ng\u01b0\u1eddi, \u0111\u1eb7c bi\u1ec7t h\u1eefu \u00edch trong nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng v\u00e0 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT).<\/p>\n\n\n\n<p>V\u1ec1 c\u01a1 b\u1ea3n, b\u1ea3ng kh\u1ea3o s\u00e1t b\u1eb1ng thang \u0111o Likert \u0111\u01b0a ra m\u1ed9t chu\u1ed7i c\u00e1c ph\u00e1t bi\u1ec3u v\u00e0 y\u00eau c\u1ea7u ng\u01b0\u1eddi tr\u1ea3 l\u1eddi th\u1ec3 hi\u1ec7n m\u1ee9c \u0111\u1ed9 \u0111\u1ed3ng \u00fd ho\u1eb7c kh\u00f4ng \u0111\u1ed3ng \u00fd. Ph\u1ed5 bi\u1ebfn nh\u1ea5t l\u00e0 thang \u0111o Likert 5 m\u1ee9c \u0111\u1ed9: &#8220;R\u1ea5t kh\u00f4ng \u0111\u1ed3ng \u00fd\u201d &#8211; &#8220;Kh\u00f4ng \u0111\u1ed3ng \u00fd&#8221; &#8211; \u201cB\u00ecnh th\u01b0\u1eddng\u201d &#8211; &#8220;\u0110\u1ed3ng \u00fd\u201d &#8211; \u201cR\u1ea5t \u0111\u1ed3ng \u00fd\u201d, v\u1edbi c\u00e1c m\u1ee9c \u0111\u01b0\u1ee3c g\u00e1n s\u1ed1 \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 5 (ho\u1eb7c m\u1edf r\u1ed9ng l\u00ean 7, th\u1eadm ch\u00ed 10 \u0111i\u1ec3m). M\u1ee9c \u0111\u1ed9 \u0111\u1ed3ng \u00fd m\u1ea1nh nh\u1ea5t s\u1ebd nh\u1eadn gi\u00e1 tr\u1ecb cao nh\u1ea5t, cho th\u1ea5y s\u1ef1 \u1ee7ng h\u1ed9 tuy\u1ec7t \u0111\u1ed1i \u0111\u1ed1i v\u1edbi ph\u00e1t bi\u1ec3u \u0111\u00f3.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, b\u1ea3ng kh\u1ea3o s\u00e1t d\u1ef1a tr\u00ean thang \u0111o Likert c\u00f2n mang nh\u1eefng \u0111\u1eb7c \u0111i\u1ec3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>L\u00e0 c\u00e2u h\u1ecfi tr\u1eafc nghi\u1ec7m, d\u1ea1ng c\u00e2u h\u1ecfi \u0111\u00f3ng, gi\u00fap qu\u00e1 tr\u00ecnh kh\u1ea3o s\u00e1t di\u1ec5n ra nhanh ch\u00f3ng.<\/li>\n\n\n\n<li>C\u00f3 nhi\u1ec1u t\u00f9y ch\u1ecdn tr\u1ea3 l\u1eddi h\u01a1n so v\u1edbi c\u00e2u h\u1ecfi nh\u1ecb ph\u00e2n (ch\u1ec9 c\u00f3 2 t\u00f9y ch\u1ecdn l\u00e0 C\u00f3\/Kh\u00f4ng).<\/li>\n\n\n\n<li>L\u00e0 thang \u0111o linh ho\u1ea1t, th\u01b0\u1eddng dao \u0111\u1ed9ng t\u1eeb 5 \u0111\u1ebfn 10 m\u1ee9c \u0111\u1ed9, t\u00f9y theo m\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u.<\/li>\n\n\n\n<li>D\u1ec5 hi\u1ec3u v\u00e0 d\u1ec5 tr\u1ea3 l\u1eddi, gi\u00fap t\u0103ng t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i.<\/li>\n<\/ul>\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\/2025\/02\/thang-do-likert-la-gi-1024x576.webp\" alt=\"Thang \u0111o likert l\u00e0 g\u00ec\" class=\"wp-image-14854\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/thang-do-likert-la-gi-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/thang-do-likert-la-gi-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/thang-do-likert-la-gi-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/thang-do-likert-la-gi-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/thang-do-likert-la-gi.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-phan-lo\u1ea1i-va-vi-d\u1ee5-v\u1ec1-thang-do-likert\"><strong>2. Ph\u00e2n lo\u1ea1i v\u00e0 v\u00ed d\u1ee5 v\u1ec1 thang \u0111o Likert<\/strong><\/h2>\n\n\n\n<p>D\u1ef1a tr\u00ean s\u1ed1 l\u01b0\u1ee3ng t\u00f9y ch\u1ecdn v\u00e0 c\u00e1ch thi\u1ebft k\u1ebf c\u00e2u h\u1ecfi, thang \u0111o Likert c\u00f3 th\u1ec3 chia th\u00e0nh hai lo\u1ea1i ch\u00ednh: Thang \u0111o Likert ch\u1eb5n v\u00e0 Thang \u0111o Likert l\u1ebb.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-1-thang-do-likert-ch\u1eb5n\"><strong>2.1 Thang \u0111o Likert ch\u1eb5n<\/strong><\/h3>\n\n\n\n<p>Thang \u0111o Likert ch\u1eb5n lo\u1ea1i b\u1ecf l\u1ef1a ch\u1ecdn trung l\u1eadp, bu\u1ed9c ng\u01b0\u1eddi tr\u1ea3 l\u1eddi ph\u1ea3i \u0111\u01b0a ra quan \u0111i\u1ec3m c\u1ee5 th\u1ec3, nghi\u00eang v\u1ec1 t\u00edch c\u1ef1c ho\u1eb7c ti\u00eau c\u1ef1c. \u0110i\u1ec1u n\u00e0y gi\u00fap c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u thu th\u1eadp ph\u1ea3n h\u1ed3i mang t\u00ednh c\u1ef1c \u0111oan v\u00e0 r\u00f5 r\u00e0ng h\u01a1n. Hai bi\u1ebfn th\u1ec3 ph\u1ed5 bi\u1ebfn c\u1ee7a thang \u0111o Likert ch\u1eb5n l\u00e0 thang \u0111o 4 m\u1ee9c \u0111\u1ed9 v\u00e0 thang \u0111o 8 m\u1ee9c \u0111\u1ed9.<\/p>\n\n\n\n<p><strong>\u2013 Thang Likert 4 m\u1ee9c \u0111\u1ed9: <\/strong>Th\u01b0\u1eddng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng ho\u1eb7c th\u00e1i \u0111\u1ed9 c\u1ee5 th\u1ec3 m\u00e0 kh\u00f4ng cho ph\u00e9p ng\u01b0\u1eddi tr\u1ea3 l\u1eddi l\u1ef1a ch\u1ecdn trung l\u1eadp.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5: \u201c\u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng c\u1ee7a c\u00e1c y\u1ebfu t\u1ed1 sau trong quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng c\u1ee7a b\u1ea1n\u201d<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>T\u00f9y ch\u1ecdn<\/strong><\/td><td><strong>Kh\u00f4ng quan tr\u1ecdng<\/strong><\/td><td><strong>\u00cdt quan tr\u1ecdng<\/strong><\/td><td><strong>Quan tr\u1ecdng<\/strong><\/td><td><strong>R\u1ea5t quan tr\u1ecdng<\/strong><\/td><\/tr><tr><td><strong>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/strong><\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><\/tr><tr><td><strong>Gi\u00e1 c\u1ea3<\/strong><\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><\/tr><tr><td><strong>Ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m<\/strong><\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>\u2013 Thang Likert 8 m\u1ee9c \u0111\u1ed9: <\/strong>\u0110\u01b0\u1ee3c m\u1edf r\u1ed9ng t\u1eeb thang \u0111o Likert 4 m\u1ee9c \u0111\u1ed9, \u0111i\u1ec3m kh\u00e1c bi\u1ec7t duy nh\u1ea5t l\u00e0 thang \u0111o n\u00e0y c\u00f3 8 m\u1ee9c \u0111\u1ed9 \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i v\u1ec1 kh\u1ea3 n\u0103ng khuy\u1ebfn ngh\u1ecb ho\u1eb7c gi\u1edbi thi\u1ec7u c\u1ee7a ng\u01b0\u1eddi \u0111\u01b0\u1ee3c kh\u1ea3o s\u00e1t.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5: \u201c\u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 b\u1ea1n s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i v\u1edbi ng\u01b0\u1eddi kh\u00e1c\u201d<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>T\u00f9y ch\u1ecdn<\/strong><\/td><td><strong>Ho\u00e0n to\u00e0n kh\u00f4ng s\u1eb5n s\u00e0ng<\/strong><\/td><td><strong>R\u1ea5t kh\u00f4ng s\u1eb5n s\u00e0ng<\/strong><\/td><td><strong>Kh\u00f4ng s\u1eb5n s\u00e0ng<\/strong><\/td><td><strong>H\u01a1i kh\u00f4ng s\u1eb5n s\u00e0ng<\/strong><\/td><td><strong>H\u01a1i s\u1eb5n s\u00e0ng<\/strong><\/td><td><strong>S\u1eb5n s\u00e0ng<\/strong><\/td><td><strong>R\u1ea5t s\u1eb5n s\u00e0ng<\/strong><\/td><td><strong>Ho\u00e0n to\u00e0n s\u1eb5n s\u00e0ng<\/strong><\/td><\/tr><tr><td><strong>Thang \u0111i\u1ec3m<\/strong><\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><td>5<\/td><td>6<\/td><td>7<\/td><td>8<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-2-thang-do-likert-l\u1ebb\"><strong>2.2 Thang \u0111o Likert l\u1ebb<\/strong><\/h3>\n\n\n\n<p>Thang \u0111o Likert l\u1ebb mang \u0111\u1ebfn cho ng\u01b0\u1eddi tr\u1ea3 l\u1eddi m\u1ed9t l\u1ef1a ch\u1ecdn trung l\u1eadp, gi\u00fap h\u1ecd th\u1ec3 hi\u1ec7n quan \u0111i\u1ec3m c\u00e2n b\u1eb1ng khi kh\u00f4ng mu\u1ed1n nghi\u00eang v\u1ec1 b\u1ea5t k\u1ef3 th\u00e1i c\u1ef1c n\u00e0o. Lo\u1ea1i thang \u0111o n\u00e0y th\u01b0\u1eddng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh kh\u00e1ch quan v\u00e0 tr\u00e1nh \u00e1p \u0111\u1eb7t \u00fd ki\u1ebfn trong qu\u00e1 tr\u00ecnh kh\u1ea3o s\u00e1t. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 3 bi\u1ebfn th\u1ec3 ph\u1ed5 bi\u1ebfn c\u1ee7a thang \u0111o Likert l\u1ebb:<\/p>\n\n\n\n<p><strong>\u2013 Thang \u0111o Likert 5 m\u1ee9c \u0111\u1ed9: <\/strong>V\u1edbi 5 t\u00f9y ch\u1ecdn, thang \u0111o n\u00e0y cho ph\u00e9p ph\u1ea3n h\u1ed3i trung l\u1eadp, \u0111\u1ed3ng th\u1eddi v\u1eabn \u0111\u1ea3m b\u1ea3o \u0111\u1ee7 chi ti\u1ebft \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u ch\u00ednh x\u00e1c.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5: \u201c\u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n \u0111\u1ed1i v\u1edbi d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a ch\u00fang t\u00f4i\u201d<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>T\u00f9y ch\u1ecdn<\/strong><\/td><td><strong>R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng<\/strong><\/td><td><strong>Kh\u00f4ng h\u00e0i l\u00f2ng<\/strong><\/td><td><strong>B\u00ecnh th\u01b0\u1eddng<\/strong><\/td><td><strong>H\u00e0i l\u00f2ng<\/strong><\/td><td><strong>R\u1ea5t h\u00e0i l\u00f2ng<\/strong><\/td><\/tr><tr><td><strong>Thang \u0111i\u1ec3m<\/strong><\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><td>5<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>\u2013 Thang \u0111o Likert 7 m\u1ee9c \u0111\u1ed9: <\/strong>Thang \u0111o n\u00e0y m\u1edf r\u1ed9ng t\u1eeb thang \u0111o 5 m\u1ee9c \u0111\u1ed9, b\u1ed5 sung th\u00eam hai t\u00f9y ch\u1ecdn tr\u1ea3 l\u1eddi \u1edf hai \u0111\u1ea7u c\u1ef1c, gi\u00fap l\u00e0m r\u00f5 h\u01a1n m\u1ee9c \u0111\u1ed9 \u0111\u1ed3ng \u00fd ho\u1eb7c kh\u00f4ng \u0111\u1ed3ng \u00fd c\u1ee7a ng\u01b0\u1eddi tr\u1ea3 l\u1eddi.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5: \u201cB\u1ea1n \u0111\u1ed3ng \u00fd \u1edf m\u1ee9c \u0111\u1ed9 n\u00e0o v\u1edbi ph\u00e1t bi\u1ec3u: \u201cS\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i c\u00f3 gi\u00e1 tr\u1ecb t\u01b0\u01a1ng x\u1ee9ng v\u1edbi chi phi\u201d?\u201d<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>T\u00f9y ch\u1ecdn<\/strong><\/td><td><strong>Ho\u00e0n to\u00e0n kh\u00f4ng \u0111\u1ed3ng \u00fd<\/strong><\/td><td><strong>R\u1ea5t kh\u00f4ng \u0111\u1ed3ng \u00fd<\/strong><\/td><td><strong>Kh\u00f4ng \u0111\u1ed3ng \u00fd<\/strong><\/td><td><strong>Trung l\u1eadp<\/strong><\/td><td><strong>\u0110\u1ed3ng \u00fd<\/strong><\/td><td><strong>R\u1ea5t \u0111\u1ed3ng \u00fd<\/strong><\/td><td><strong>Ho\u00e0n to\u00e0n \u0111\u1ed3ng \u00fd<\/strong><\/td><\/tr><tr><td><strong>Thang \u0111i\u1ec3m<\/strong><\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><td>5<\/td><td>6<\/td><td>7<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>\u2013 Thang \u0111o Likert 9 m\u1ee9c \u0111\u1ed9: <\/strong>Thang \u0111o n\u00e0y \u0111\u01b0\u1ee3c m\u1edf r\u1ed9ng t\u1eeb thang \u0111o 7 m\u1ee9c \u0111\u1ed9 b\u1eb1ng c\u00e1ch th\u00eam hai t\u00f9y ch\u1ecdn tr\u1ea3 l\u1eddi chi ti\u1ebft h\u01a1n. Thang \u0111o n\u00e0y \u00edt ph\u1ed5 bi\u1ebfn h\u01a1n thang \u0111o 5 v\u00e0 7 v\u00e0 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng khi c\u1ea7n ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i \u1edf m\u1ee9c \u0111\u1ed9 chi ti\u1ebft c\u1ef1c k\u1ef3 cao.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5: \u201cVui l\u00f2ng \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n \u0111\u1ed1i v\u1edbi d\u1ecbch v\u1ee5 ph\u1ea7n m\u1ec1m m\u00e0 ch\u00fang t\u00f4i cung c\u1ea5p\u201d<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>T\u00f9y ch\u1ecdn<\/strong><\/td><td><strong>Ho\u00e0n to\u00e0n kh\u00f4ng h\u00e0i l\u00f2ng<\/strong><\/td><td><strong>R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng<\/strong><\/td><td><strong>Kh\u00f4ng h\u00e0i l\u00f2ng<\/strong><\/td><td><strong>H\u01a1i kh\u00f4ng h\u00e0i l\u00f2ng<\/strong><\/td><td><strong>B\u00ecnh th\u01b0\u1eddng<\/strong><\/td><td><strong>H\u00e0i l\u00f2ng<\/strong><\/td><td><strong>H\u01a1i h\u00e0i l\u00f2ng<\/strong><\/td><td><strong>R\u1ea5t h\u00e0i l\u00f2ng<\/strong><\/td><td><strong>Ho\u00e0n to\u00e0n h\u00e0i l\u00f2ng<\/strong><\/td><\/tr><tr><td><strong>Giao di\u1ec7n<\/strong><\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><td>5<\/td><td>6<\/td><td>7<\/td><td>8<\/td><td>9<\/td><\/tr><tr><td><strong>Gi\u00e1 c\u1ea3<\/strong><\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><td>5<\/td><td>6<\/td><td>7<\/td><td>8<\/td><td>9<\/td><\/tr><tr><td><strong>H\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt<\/strong><\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><td>5<\/td><td>6<\/td><td>7<\/td><td>8<\/td><td>9<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>\u0110\u1ecdc th\u00eam:<\/strong> <a href=\"https:\/\/base.vn\/blog\/dich-vu-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? T\u1ea7m quan tr\u1ecdng trong doanh nghi\u1ec7p<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-cac-d\u1ea1ng-cau-h\u1ecfi-kh\u1ea3o-sat-b\u1eb1ng-thang-do-likert\"><strong>3. C\u00e1c d\u1ea1ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t b\u1eb1ng thang \u0111o Likert<\/strong><\/h2>\n\n\n\n<p>C\u00e2u h\u1ecfi thang \u0111o Likert \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c thu th\u1eadp \u00fd ki\u1ebfn, th\u00e1i \u0111\u1ed9 ho\u1eb7c h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi tr\u1ea3 l\u1eddi m\u1ed9t c\u00e1ch c\u00f3 c\u1ea5u tr\u00fac v\u00e0 \u0111a d\u1ea1ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c d\u1ea1ng c\u00e2u h\u1ecfi ph\u1ed5 bi\u1ebfn, k\u00e8m theo v\u00ed d\u1ee5 minh h\u1ecda c\u1ee5 th\u1ec3:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>D\u1ea1ng c\u00e2u h\u1ecfi<\/strong><\/td><td><strong>Vai tr\u00f2<\/strong><\/td><td><strong>\u1ee8ng d\u1ee5ng trong kinh doanh<\/strong><\/td><td><strong>C\u00e2u h\u1ecfi v\u00ed d\u1ee5<\/strong><\/td><td><strong>T\u00f9y ch\u1ecdn tr\u1ea3 l\u1eddi<\/strong><\/td><\/tr><tr><td><strong>V\u1ec1 s\u1ef1 \u0111\u1ed3ng \u00fd<\/strong><\/td><td>\u0110\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng ng\u01b0\u1eddi tr\u1ea3 l\u1eddi \u0111\u1ed3ng \u00fd ho\u1eb7c kh\u00f4ng \u0111\u1ed3ng \u00fd v\u1edbi m\u1ed9t tuy\u00ean b\u1ed1.<\/td><td>Cho ph\u00e9p doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng, nh\u1eadn th\u1ee9c ho\u1eb7c ch\u1ea5p thu\u1eadn c\u00e1c d\u1ecbch v\u1ee5, ch\u00ednh s\u00e1ch ho\u1eb7c tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/td><td>B\u1ea1n \u0111\u1ed3ng \u00fd \u1edf m\u1ee9c \u0111\u1ed9 n\u00e0o v\u1edbi ph\u00e1t bi\u1ec3u: \u201cT\u00ednh n\u0103ng c\u1ee7a s\u1ea3n ph\u1ea9m \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng c\u1ee7a t\u00f4i\u201d.<\/td><td>+ R\u1ea5t kh\u00f4ng \u0111\u1ed3ng \u00fd+ Kh\u00f4ng \u0111\u1ed3ng \u00fd+ B\u00ecnh th\u01b0\u1eddng+ \u0110\u1ed3ng \u00fd+ R\u1ea5t \u0111\u1ed3ng \u00fd<\/td><\/tr><tr><td><strong>V\u1ec1 t\u1ea7n su\u1ea5t<\/strong><\/td><td>\u0110\u00e1nh gi\u00e1 t\u1ea7n su\u1ea5t ng\u01b0\u1eddi tr\u1ea3 l\u1eddi th\u1ef1c hi\u1ec7n ho\u1eb7c tr\u1ea3i nghi\u1ec7m m\u1ed9t h\u00e0nh \u0111\u1ed9ng c\u1ee5 th\u1ec3.<\/td><td>Cho ph\u00e9p doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng, theo d\u00f5i t\u1ea7n su\u1ea5t v\u00e0 th\u00f3i quen s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/td><td>B\u1ea1n s\u1eed d\u1ee5ng \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng c\u1ee7a ch\u00fang t\u00f4i v\u1edbi t\u1ea7n su\u1ea5t nh\u01b0 th\u1ebf n\u00e0o?<\/td><td>+ Kh\u00f4ng bao gi\u1edd+ Hi\u1ebfm khi+ Th\u1ec9nh tho\u1ea3ng+ Th\u01b0\u1eddng xuy\u00ean+ R\u1ea5t th\u01b0\u1eddng xuy\u00ean<\/td><\/tr><tr><td><strong>V\u1ec1 t\u1ea7m quan tr\u1ecdng<\/strong><\/td><td>\u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng ho\u1eb7c \u01b0u ti\u00ean m\u00e0 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi \u0111\u1eb7t v\u00e0o c\u00e1c y\u1ebfu t\u1ed1, t\u00ednh n\u0103ng ho\u1eb7c kh\u00eda c\u1ea1nh nh\u1ea5t \u0111\u1ecbnh.<\/td><td>Gi\u00fap doanh nghi\u1ec7p hi\u1ec3u \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec quan tr\u1ecdng nh\u1ea5t \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u1ec3 t\u1eeb \u0111\u00f3 t\u1eadp trung ph\u00e1t tri\u1ec3n c\u00e1c t\u00ednh n\u0103ng, d\u1ecbch v\u1ee5 ho\u1eb7c ch\u00ednh s\u00e1ch theo nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a h\u1ecd.<\/td><td>B\u1ea1n \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng c\u1ee7a y\u1ebfu t\u1ed1 \u201ch\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng 24\/7\u201d&#8217; trong quy\u1ebft \u0111\u1ecbnh mua s\u1eafm c\u1ee7a m\u00ecnh nh\u01b0 th\u1ebf n\u00e0o?<br><\/td><td>+ R\u1ea5t kh\u00f4ng quan tr\u1ecdng+ Kh\u00f4ng quan tr\u1ecdng+ B\u00ecnh th\u01b0\u1eddng+ Quan tr\u1ecdng+ R\u1ea5t quan tr\u1ecdng<\/td><\/tr><tr><td><strong>V\u1ec1 s\u1edf th\u00edch<\/strong><\/td><td>\u0110o l\u01b0\u1eddng s\u1ef1 nhi\u1ec7t t\u00ecnh ho\u1eb7c kh\u1ea3 n\u0103ng tham gia c\u1ee7a ng\u01b0\u1eddi tr\u1ea3 l\u1eddi \u0111\u1ed1i v\u1edbi m\u1ed9t ch\u1ee7 \u0111\u1ec1 ho\u1eb7c ho\u1ea1t \u0111\u1ed9ng trong t\u01b0\u01a1ng lai.<\/td><td>Gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 quan t\u00e2m ti\u1ec1m \u1ea9n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh, s\u1ef1 ki\u1ec7n ho\u1eb7c s\u1ea3n ph\u1ea9m m\u1edbi.<\/td><td>B\u1ea1n c\u00f3 mu\u1ed1n tham gia c\u00e1c h\u1ed9i th\u1ea3o th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed s\u1eafp t\u1edbi c\u1ee7a ch\u00fang t\u00f4i kh\u00f4ng?<\/td><td>+ R\u1ea5t kh\u00f4ng mu\u1ed1n+ Kh\u00f4ng mu\u1ed1n+ Trung l\u1eadp+ Mu\u1ed1n+ R\u1ea5t&nbsp; mu\u1ed1n<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-\u01b0u-di\u1ec3m-va-nh\u01b0\u1ee3c-di\u1ec3m-c\u1ee7a-thang-do-likert\"><strong>4. \u01afu \u0111i\u1ec3m v\u00e0 nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a thang \u0111o Likert<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-1-\u01b0u-di\u1ec3m-c\u1ee7a-thang-do-likert\"><strong>4.1 \u01afu \u0111i\u1ec3m c\u1ee7a thang \u0111o Likert<\/strong><\/h3>\n\n\n\n<p><strong>+ Cung c\u1ea5p g\u00f3c nh\u00ecn \u0111a chi\u1ec1u: <\/strong>Thang \u0111o Likert gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng, m\u1ee9c \u0111\u1ed9 \u0111\u1ed3ng \u00fd hay kh\u00f4ng \u0111\u1ed3ng \u00fd c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch chi ti\u1ebft h\u01a1n so v\u1edbi c\u00e1c c\u00e2u h\u1ecfi C\u00f3\/Kh\u00f4ng \u0111\u01a1n thu\u1ea7n.<\/p>\n\n\n\n<p><strong>+ Theo d\u00f5i ti\u1ebfn tr\u00ecnh kinh doanh: <\/strong>Thang \u0111o \u0111\u1ecbnh l\u01b0\u1ee3ng nh\u1eadn th\u1ee9c kh\u00e1ch h\u00e0ng, th\u00f4ng qua c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 NPS, CSAT v\u00e0 CES, gi\u00fap doanh nghi\u1ec7p theo d\u00f5i s\u1ef1 ti\u1ebfn b\u1ed9 v\u00e0 v\u1ecb th\u1ebf c\u1ee7a m\u00ecnh tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/p>\n\n\n\n<p><strong>+ Ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng, d\u1ec5 d\u00e0ng: <\/strong>V\u1edbi c\u00e1c c\u00e2u h\u1ecfi tr\u1eafc nghi\u1ec7m d\u1ea1ng \u0111\u00f3ng, ng\u01b0\u1eddi tr\u1ea3 l\u1eddi kh\u00f4ng c\u1ea7n suy ngh\u0129 qu\u00e1 nhi\u1ec1u, t\u1eeb \u0111\u00f3 t\u0103ng t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u1ea3o s\u00e1t.<\/p>\n\n\n\n<p><strong>+ \u0110o l\u01b0\u1eddng \u0111a d\u1ea1ng kh\u00eda c\u1ea1nh:<\/strong> Doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng thang \u0111o Likert \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u kh\u00eda c\u1ea1nh nh\u01b0 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, tr\u1ea3i nghi\u1ec7m website ho\u1eb7c quy tr\u00ecnh mua h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-2-nh\u01b0\u1ee3c-di\u1ec3m-c\u1ee7a-thang-do-likert\"><strong>4.2 Nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a thang \u0111o Likert<\/strong><\/h3>\n\n\n\n<p><strong>\u2013 H\u1ea1n ch\u1ebf v\u1ec1 chi\u1ec1u s\u00e2u:<\/strong> L\u00e0 d\u1ea1ng c\u00e2u h\u1ecfi \u0111\u00f3ng n\u00ean thang \u0111o Likert ch\u1ec9 ph\u1ea3n \u00e1nh m\u1ed9t ph\u1ea7n c\u1ea3m x\u00fac ho\u1eb7c \u00fd ki\u1ebfn, thi\u1ebfu s\u1ef1 chi ti\u1ebft nh\u01b0 c\u00e1c c\u00e2u h\u1ecfi m\u1edf.<\/p>\n\n\n\n<p><strong>\u2013 Khuynh h\u01b0\u1edbng trung l\u1eadp: <\/strong>Ng\u01b0\u1eddi tr\u1ea3 l\u1eddi th\u01b0\u1eddng c\u00f3 xu h\u01b0\u1edbng ch\u1ecdn c\u00e1c t\u00f9y ch\u1ecdn \u201cB\u00ecnh th\u01b0\u1eddng\u201d ho\u1eb7c \u201cTrung l\u1eadp\u201d \u0111\u1ec3 tr\u00e1nh \u0111\u01b0a ra quan \u0111i\u1ec3m qu\u00e1 c\u1ef1c \u0111oan. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 l\u00e0m gi\u1ea3m \u0111\u1ed9 ch\u00ednh x\u00e1c c\u1ee7a d\u1eef li\u1ec7u.<\/p>\n\n\n\n<p><strong>\u2013 Di\u1ec5n gi\u1ea3i mang t\u00ednh ch\u1ee7 quan: <\/strong>C\u00e1c m\u1ee9c \u0111\u1ed9 tr\u00ean thang \u0111o, nh\u01b0 &#8220;\u0110\u1ed3ng \u00fd&#8221; v\u00e0 &#8220;Ho\u00e0n to\u00e0n \u0111\u1ed3ng \u00fd,&#8221; c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c hi\u1ec3u kh\u00e1c nhau t\u00f9y v\u00e0o nh\u1eadn th\u1ee9c c\u1ee7a m\u1ed7i c\u00e1 nh\u00e2n, d\u1eabn \u0111\u1ebfn s\u1ef1 thi\u1ebfu nh\u1ea5t qu\u00e1n trong ph\u1ea3n h\u1ed3i.<\/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\/2025\/02\/uu-diem-thang-do-likert-1024x576.webp\" alt=\"\u01afu nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a thang \u0111o likert\" class=\"wp-image-14857\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/uu-diem-thang-do-likert-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/uu-diem-thang-do-likert-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/uu-diem-thang-do-likert-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/uu-diem-thang-do-likert-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/uu-diem-thang-do-likert.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-\u1ee9ng-d\u1ee5ng-c\u1ee7a-thang-do-likert-trong-moi-tr\u01b0\u1eddng-kinh-doanh\"><strong>5. \u1ee8ng d\u1ee5ng c\u1ee7a thang \u0111o Likert trong m\u00f4i tr\u01b0\u1eddng kinh doanh<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-1-danh-gia-m\u1ee9c-d\u1ed9-hai-long-c\u1ee7a-khach-hang-csat\"><strong>5.1 \u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT)<\/strong><\/h3>\n\n\n\n<p>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Satisfaction Score &#8211; CSAT) l\u00e0 m\u1ed9t <a href=\"https:\/\/base.vn\/blog\/cx-trai-nghiem-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">ch\u1ec9 s\u1ed1 CX<\/a> ph\u1ed5 bi\u1ebfn v\u00e0 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng ho\u1eb7c th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng khi tr\u1ea3i nghi\u1ec7m m\u1ed9t s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n\n\n\n<p>Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng thang \u0111o Likert \u0111\u1ec3 \u0111o l\u01b0\u1eddng CSAT trong c\u00e1c kh\u00eda c\u1ea1nh c\u1ee5 th\u1ec3 c\u1ee7a m\u00f4 h\u00ecnh kinh doanh. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t m\u1eabu:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>B\u1ea1n h\u00e0i l\u00f2ng nh\u01b0 th\u1ebf n\u00e0o v\u1edbi t\u1ed1c \u0111\u1ed9 giao h\u00e0ng c\u1ee7a ch\u00fang t\u00f4i?<\/li>\n\n\n\n<li>B\u1ea1n h\u00e0i l\u00f2ng nh\u01b0 th\u1ebf n\u00e0o v\u1edbi gi\u00e1 th\u00e0nh s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i?<\/li>\n\n\n\n<li>B\u1ea1n h\u00e0i l\u00f2ng nh\u01b0 th\u1ebf n\u00e0o v\u1edbi d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng c\u1ee7a ch\u00fang t\u00f4i?<\/li>\n<\/ul>\n\n\n\n<p>C\u00e1c t\u00f9y ch\u1ecdn tr\u1ea3 l\u1eddi c\u00f3 th\u1ec3 bao g\u1ed3m 5 m\u1ee9c \u0111\u1ed9: R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng &#8211; Kh\u00f4ng h\u00e0i l\u00f2ng &#8211; H\u00e0i l\u00f2ng &#8211; B\u00ecnh th\u01b0\u1eddng &#8211; H\u00e0i l\u00f2ng &#8211; R\u1ea5t h\u00e0i l\u00f2ng; t\u01b0\u01a1ng \u1ee9ng v\u1edbi thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 5.<\/p>\n\n\n\n<p>C\u00f4ng th\u1ee9c CSAT d\u1ef1a tr\u00ean thang \u0111o Likert:<\/p>\n\n\n\n<p class=\"has-text-align-center has-background\" style=\"background-color:#ebf6fd\"><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: \u201cTr\u00ean thang \u0111i\u1ec3m t\u1eeb 1 \u2013 5, h\u00e3y chia s\u1ebb m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n \u0111\u1ed1i v\u1edbi d\u1ecbch v\u1ee5 giao h\u00e0ng c\u1ee7a ch\u00fang t\u00f4i\u201d. Gi\u1ea3 s\u1eed c\u00f4ng ty n\u00e0y thu th\u1eadp \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>L\u01b0\u1ee3t 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>5<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng C<\/td><td>3<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng D<\/td><td>4<\/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>2<\/td><\/tr><tr><td>Kh\u00e1ch h\u00e0ng I<\/td><td>5<\/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 cho \u0111i\u1ec3m 4 t\u01b0\u01a1ng \u1ee9ng \u201cH\u00e0i l\u00f2ng\u201d v\u00e0 cho \u0111i\u1ec3m 5 t\u01b0\u01a1ng \u1ee9ng \u201cR\u1ea5t h\u00e0i l\u00f2ng\u201d. Quan s\u00e1t k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t, c\u00f3 t\u1ed5ng c\u1ed9ng 7 ph\u1ea3n h\u1ed3i h\u00e0i l\u00f2ng. V\u1edbi t\u1ed5ng s\u1ed1 ph\u1ea3n h\u1ed3i l\u00e0 10, \u00e1p d\u1ee5ng c\u00f4ng th\u1ee9c CSAT, ta c\u00f3: <strong>(7 \u00f7 10) x 100 = 70<\/strong><\/p>\n\n\n\n<p>K\u1ebft qu\u1ea3 n\u00e0y cho th\u1ea5y 70% kh\u00e1ch h\u00e0ng tham gia kh\u1ea3o s\u00e1t h\u00e0i l\u00f2ng v\u1edbi d\u1ecbch v\u1ee5 giao h\u00e0ng c\u1ee7a c\u00f4ng ty.<\/p>\n\n\n\n<p><strong>L\u01b0u \u00fd: <\/strong>\u0110\u1ec3 k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t CSAT c\u00f3 \u0111\u1ed9 tin c\u1eady cao, c\u1ea7n th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t t\u1ea1i c\u00e1c \u0111i\u1ec3m ch\u1ea1m (touchpoints) quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, v\u00ed d\u1ee5: kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u quan t\u00e2m v\u00e0 c\u00e2n nh\u1eafc mua h\u00e0ng, kh\u00e1ch h\u00e0ng ho\u00e0n t\u1ea5t quy tr\u00ecnh \u0111\u1eb7t mua, kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. N\u1ebfu doanh nghi\u1ec7p s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m CRM \u0111\u1ec3 t\u1ea1o kh\u1ea3o s\u00e1t, c\u1ea7n thi\u1ebft l\u1eadp c\u00e1c k\u00edch ho\u1ea1t (triggers) \u0111\u1ec3 g\u1eedi kh\u1ea3o s\u00e1t ngay sau nh\u1eefng t\u01b0\u01a1ng t\u00e1c quan tr\u1ecdng n\u00e0y.<\/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\/csat-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">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?<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-2-tinh-ch\u1ec9-s\u1ed1-ng\u01b0\u1eddi-\u1ee7ng-h\u1ed9-rong-nps\"><strong>5.2 T\u00ednh ch\u1ec9 s\u1ed1 Ng\u01b0\u1eddi \u1ee7ng h\u1ed9 r\u00f2ng (NPS)<\/strong><\/h3>\n\n\n\n<p><a href=\"https:\/\/base.vn\/blog\/nps-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">Net Promoter Score (NPS)<\/a> c\u0169ng l\u00e0 m\u1ed9t ch\u1ec9 CX quan tr\u1ecdng \u0111\u1ec3 \u0111o l\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u00e1c v\u1edbi CSAT, NPS \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng c\u1ea3m nh\u1eadn t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, thay v\u00ec ch\u1ec9 m\u1ed9t s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5. Th\u00f4ng qua ch\u1ec9 s\u1ed1 NPS, doanh nghi\u1ec7p c\u00f3 th\u1ec3 n\u1eafm \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u cho b\u1ea1n b\u00e8, ng\u01b0\u1eddi th\u00e2n ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p.<\/p>\n\n\n\n<p>Kh\u1ea3o s\u00e1t NPS r\u1ea5t d\u1ec5 t\u1ea1o v\u00e0 v\u1ec1 c\u01a1 b\u1ea3n ch\u1ec9 bao g\u1ed3m m\u1ed9t c\u00e2u h\u1ecfi: \u201cTr\u00ean thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10, kh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u n\u00e0y cho b\u1ea1n b\u00e8 v\u00e0 \u0111\u1ed3ng nghi\u1ec7p c\u1ee7a m\u00ecnh l\u00e0 bao nhi\u00eau?\u201d. Trong \u0111\u00f3, \u0111i\u1ec3m 10 l\u00e0 c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u cao nh\u1ea5t.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td colspan=\"11\">Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10, kh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u n\u00e0y cho b\u1ea1n b\u00e8 v\u00e0 \u0111\u1ed3ng nghi\u1ec7p c\u1ee7a m\u00ecnh l\u00e0 bao nhi\u00eau?<\/td><\/tr><tr><td>0<\/td><td>1<\/td><td>2<\/td><td>3<\/td><td>4<\/td><td>5<\/td><td>6<\/td><td>7<\/td><td>8<\/td><td>9<\/td><td>10<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>D\u1ef1a tr\u00ean s\u1ed1 \u0111i\u1ec3m ph\u1ea3n h\u1ed3i, ng\u01b0\u1eddi tr\u1ea3 l\u1eddi s\u1ebd \u0111\u01b0\u1ee3c ph\u00e2n th\u00e0nh 3 nh\u00f3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ng\u01b0\u1eddi \u1ee7ng h\u1ed9 (Promoters)<\/strong>: Nh\u1eefng ng\u01b0\u1eddi cho t\u1eeb 9 \u0111\u1ebfn 10, \u0111\u01b0\u1ee3c coi l\u00e0 kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 \u1ee7ng h\u1ed9 nh\u1ea5t.<\/li>\n\n\n\n<li><strong>Ng\u01b0\u1eddi th\u1ee5 \u0111\u1ed9ng (Passives)<\/strong>: Nh\u1eefng ng\u01b0\u1eddi cho t\u1eeb 7 \u0111\u1ebfn 8, h\u1ecd h\u00e0i l\u00f2ng v\u1edbi tr\u1ea3i nghi\u1ec7m nh\u01b0ng c\u00f3 th\u1ec3 chuy\u1ec3n sang th\u01b0\u01a1ng hi\u1ec7u kh\u00e1c n\u1ebfu c\u00f3 \u01b0u \u0111\u00e3i h\u1ea5p d\u1eabn h\u01a1n.<\/li>\n\n\n\n<li><strong>Ng\u01b0\u1eddi ph\u1ea3n \u0111\u1ed1i (Detractors)<\/strong>: Nh\u1eefng ng\u01b0\u1eddi cho t\u1eeb 0 \u0111\u1ebfn 6, \u0111\u00e2y l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng nh\u1ea5t.<\/li>\n<\/ul>\n\n\n\n<p>Ch\u1ec9 s\u1ed1 NPS \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch l\u1ea5y ph\u1ea7n tr\u0103m Ng\u01b0\u1eddi \u1ee7ng h\u1ed9 tr\u1eeb cho ph\u1ea7n tr\u0103m Ng\u01b0\u1eddi ph\u1ea3n \u0111\u1ed1i. NPS c\u00f3 th\u1ec3 dao \u0111\u1ed9ng t\u1eeb -100 \u0111\u1ebfn +100. NPS c\u00e0ng cao th\u00ec c\u00e0ng t\u1ed1t cho doanh nghi\u1ec7p.<\/p>\n\n\n\n<p class=\"has-text-align-center has-background\" style=\"background-color:#ebf6fd\"><strong>NPS = %Promoters \u2212 %Detractors<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5 t\u00ednh NPS b\u1eb1ng c\u00e1ch t\u00ednh \u0111i\u1ec3m thang \u0111o Likert:<\/p>\n\n\n\n<p>M\u1ed9t c\u00f4ng ty th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t v\u1edbi c\u00e2u h\u1ecfi: \u201cD\u1ef1a tr\u00ean tr\u1ea3i nghi\u1ec7m g\u1ea7n \u0111\u00e2y c\u1ee7a b\u1ea1n v\u1edbi s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i, kh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u ch\u00fang t\u00f4i v\u1edbi ng\u01b0\u1eddi quen c\u1ee7a m\u00ecnh l\u00e0 bao nhi\u00eau?\u201d.<\/p>\n\n\n\n<p>Gi\u1ea3 s\u1eed c\u00f4ng ty thu th\u1eadp \u0111\u01b0\u1ee3c 100 l\u01b0\u1ee3t ph\u1ea3n h\u1ed3i, g\u1ed3m c\u00f3:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>30 kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 t\u1eeb 9 \u0111\u1ebfn 10 \u0111i\u1ec3m (Promoters), t\u01b0\u01a1ng \u1ee9ng 30%;<\/li>\n\n\n\n<li>50 kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 t\u1eeb 7 \u0111\u1ebfn 8 \u0111i\u1ec3m (Passives), t\u01b0\u01a1ng \u1ee9ng 50%;<\/li>\n\n\n\n<li>20 kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 t\u1eeb 0 \u0111\u1ebfn 6 \u0111i\u1ec3m (Detractors), t\u01b0\u01a1ng \u1ee9ng 20%.<\/li>\n<\/ul>\n\n\n\n<p>\u00c1p d\u1ee5ng c\u00f4ng th\u1ee9c NPS, ch\u00fang ta c\u00f3: <strong>NPS = 30% \u2013 20% = 10%<\/strong><\/p>\n\n\n\n<p>K\u1ebft qu\u1ea3 l\u00e0 m\u1ed9t NPS d\u01b0\u01a1ng, ch\u1ee9ng t\u1ecf kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00e0 c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c.<\/p>\n\n\n\n<p>Nh\u01b0 v\u1eady, thang \u0111o Likert ch\u00ednh l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t h\u1eefu \u00edch gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 suy ngh\u0129, c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng d\u00e0nh cho s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 th\u01b0\u01a1ng hi\u1ec7u. Qua \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 r\u00fat ra \u0111\u01b0\u1ee3c nh\u1eefng \u0111i\u1ec1u \u0111\u00e3 l\u00e0m t\u1ed1t ho\u1eb7c c\u1ea7n c\u1ea3i thi\u1ec7n \u0111\u1ec3 l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng h\u01a1n v\u00e0 gi\u1ea3m thi\u1ec3u t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf (churn rate) m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/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\/2025\/02\/chi-so-nps-1024x576.webp\" alt=\"Ch\u1ec9 s\u1ed1 NPS\" class=\"wp-image-14860\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/chi-so-nps-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/chi-so-nps-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/chi-so-nps-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/chi-so-nps-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/chi-so-nps.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-h\u01b0\u1edbng-d\u1eabn-t\u1ea1o-kh\u1ea3o-sat-s\u1eed-d\u1ee5ng-thang-do-likert\"><strong>6. H\u01b0\u1edbng d\u1eabn t\u1ea1o kh\u1ea3o s\u00e1t s\u1eed d\u1ee5ng thang \u0111o Likert<\/strong><\/h2>\n\n\n\n<p>B\u1eb1ng c\u00e1ch th\u1ef1c hi\u1ec7n c\u00e1c b\u01b0\u1edbc sau, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o ra nh\u1eefng cu\u1ed9c kh\u1ea3o s\u00e1t d\u1ec5 hi\u1ec3u v\u00e0 c\u00f3 kh\u1ea3 n\u0103ng thu v\u1ec1 nh\u1eefng d\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 h\u1eefu \u00edch cho ho\u1ea1t \u0111\u1ed9ng kinh doanh.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-1-xac-d\u1ecbnh-m\u1ee5c-tieu-ho\u1eb7c-y\u1ebfu-t\u1ed1-mu\u1ed1n-do-l\u01b0\u1eddng\"><strong>B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau ho\u1eb7c y\u1ebfu t\u1ed1 mu\u1ed1n \u0111o l\u01b0\u1eddng<\/strong><\/h3>\n\n\n\n<p>Tr\u01b0\u1edbc khi t\u1ea1o kh\u1ea3o s\u00e1t thang \u0111o Likert, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 x\u00e1c \u0111\u1ecbnh r\u00f5 m\u1ee5c ti\u00eau \u0111o l\u01b0\u1eddng m\u00e0 doanh nghi\u1ec7p mu\u1ed1n \u0111\u1ea1t \u0111\u01b0\u1ee3c. C\u00e1c m\u1ee5c ti\u00eau \u0111o l\u01b0\u1eddng ph\u1ed5 bi\u1ebfn c\u00f3 th\u1ec3 l\u00e0: s\u1ef1 h\u00e0i l\u00f2ng, s\u1ef1 \u0111\u1ed3ng thu\u1eadn, ph\u1ea3n h\u1ed3i chung v\u1ec1 c\u1eeda h\u00e0ng, ho\u1eb7c c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 CSAT, NPS \u0111\u00e3 \u0111\u1ec1 c\u1eadp tr\u01b0\u1edbc \u0111\u00f3.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5, trong b\u1ed1i c\u1ea3nh c\u1eeda h\u00e0ng b\u00e1n l\u1ebb, c\u00e1c m\u1ee5c ti\u00eau kh\u1ea3o s\u00e1t c\u1ea7n t\u1eadp trung l\u00e0m r\u00f5 s\u1ef1 h\u00e0i l\u00f2ng, l\u00f2ng trung th\u00e0nh, c\u0169ng nh\u01b0 c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng ho\u1eb7c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-2-ch\u1ecdn-cac-khia-c\u1ea1nh-ho\u1eb7c-tham-s\u1ed1\"><strong>B\u01b0\u1edbc 2: Ch\u1ecdn c\u00e1c kh\u00eda c\u1ea1nh ho\u1eb7c tham s\u1ed1<\/strong><\/h3>\n\n\n\n<p>\u0110\u00e2y l\u00e0 c\u00e1c y\u1ebfu t\u1ed1 then ch\u1ed1t m\u00e0 doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i thu th\u1eadp ph\u1ea3n h\u1ed3i, ch\u00fang li\u00ean quan tr\u1ef1c ti\u1ebfp \u0111\u1ebfn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 th\u01b0\u01a1ng hi\u1ec7u. V\u00ed d\u1ee5, c\u00e1c kh\u00eda c\u1ea1nh c\u1ee7a s\u1ea3n ph\u1ea9m bao g\u1ed3m: s\u1ef1 \u0111a d\u1ea1ng, ch\u1ea5t l\u01b0\u1ee3ng, gi\u00e1 c\u1ea3, bao b\u00ec, c\u00e1ch \u0111\u00f3ng g\u00f3i, v.v\u2026&nbsp;<\/p>\n\n\n\n<p>C\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t thang \u0111o Likert v\u1ec1 s\u1ea3n ph\u1ea9m c\u00f3 th\u1ec3 l\u00e0: \u201cVui l\u00f2ng \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n \u0111\u1ed1i v\u1edbi quy c\u00e1ch \u0111\u00f3ng g\u00f3i s\u1ea3n ph\u1ea9m t\u1ea1i c\u1eeda h\u00e0ng c\u1ee7a ch\u00fang t\u00f4i\u201d.<\/p>\n\n\n\n<p>C\u00e1c t\u00f9y ch\u1ecdn tr\u1ea3 l\u1eddi c\u00f3 th\u1ec3 g\u1ed3m 5 m\u1ee9c \u0111\u1ed9: Ho\u00e0n to\u00e0n kh\u00f4ng h\u00e0i l\u00f2ng \u2013 Kh\u00f4ng h\u00e0i l\u00f2ng \u2013 Trung l\u1eadp \u2013 H\u00e0i l\u00f2ng \u2013 Ho\u00e0n to\u00e0n h\u00e0i l\u00f2ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-3-l\u1ef1a-ch\u1ecdn-thang-do-likert-phu-h\u1ee3p\"><strong>B\u01b0\u1edbc 3: L\u1ef1a ch\u1ecdn thang \u0111o Likert ph\u00f9 h\u1ee3p<\/strong><\/h3>\n\n\n\n<p>Vi\u1ec7c ch\u1ecdn thang \u0111o Likert cho kh\u1ea3o s\u00e1t c\u1ea7n d\u1ef1a tr\u00ean c\u00e1c y\u1ebfu t\u1ed1 c\u1ee5 th\u1ec3 m\u00e0 doanh nghi\u1ec7p mu\u1ed1n \u0111o l\u01b0\u1eddng. T\u00f9y v\u00e0o m\u1ee5c ti\u00eau kh\u1ea3o s\u00e1t, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ch\u1ecdn nhi\u1ec1u lo\u1ea1i thang \u0111o kh\u00e1c nhau, ch\u1eb3ng h\u1ea1n nh\u01b0: m\u1ee9c \u0111\u1ed9 \u0111\u1ed3ng \u00fd, m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng, t\u1ea7n su\u1ea5t, m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng, v.v\u2026<\/p>\n\n\n\n<p>V\u00ed d\u1ee5, n\u1ebfu doanh nghi\u1ec7p mu\u1ed1n \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m, c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng thang \u0111o t\u1eeb \u201cR\u1ea5t h\u00e0i l\u00f2ng\u201d \u0111\u1ebfn \u201cR\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng\u201d. N\u1ebfu mu\u1ed1n \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u c\u1eeda h\u00e0ng v\u1edbi ng\u01b0\u1eddi kh\u00e1c, thang \u0111o ph\u1ea3n h\u1ed3i t\u1eeb \u201cR\u1ea5t kh\u00f4ng s\u1eb5n s\u00e0ng\u201d \u0111\u1ebfn \u201cR\u1ea5t s\u1eb5n s\u00e0ng\u201d s\u1ebd ph\u00f9 h\u1ee3p h\u01a1n.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, m\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 c\u1ea7n c\u00e2n nh\u1eafc khi ch\u1ecdn thang \u0111o Likert g\u1ed3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Thang \u0111o c\u00f3 \u00edt m\u1ee9c \u0111\u1ed9 s\u1ebd d\u1ec5 \u0111\u1ecdc v\u00e0 d\u1ec5 x\u1eed l\u00fd, nh\u01b0ng l\u1ea1i thi\u1ebfu chi ti\u1ebft.<\/li>\n\n\n\n<li>Thang \u0111o c\u00f3 nhi\u1ec1u m\u1ee9c \u0111\u1ed9 cung c\u1ea5p d\u1eef li\u1ec7u chi ti\u1ebft h\u01a1n, nh\u01b0ng c\u00f3 th\u1ec3 g\u00e2y m\u1ec7t m\u1ecfi cho ng\u01b0\u1eddi tr\u1ea3 l\u1eddi v\u00e0 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn t\u00ednh kh\u00e1ch quan.<\/li>\n\n\n\n<li>C\u1ea7n quy\u1ebft \u0111\u1ecbnh gi\u1eefa thang \u0111o ch\u1eb5n hay l\u1ebb. N\u1ebfu mu\u1ed1n ng\u01b0\u1eddi tham gia th\u1ec3 hi\u1ec7n r\u00f5 th\u00e1i \u0111\u1ed9, c\u00f3 th\u1ec3 c\u00e2n nh\u1eafc d\u00f9ng thang \u0111o ch\u1eb5n, b\u1ecf t\u00f9y ch\u1ecdn \u201ctrung l\u1eadp\u201d.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-4-ki\u1ec3m-tra-va-tinh-ch\u1ec9nh-kh\u1ea3o-sat\"><strong>B\u01b0\u1edbc 4: Ki\u1ec3m tra v\u00e0 tinh ch\u1ec9nh kh\u1ea3o s\u00e1t<\/strong><\/h3>\n\n\n\n<p>Tr\u01b0\u1edbc khi ch\u00ednh th\u1ee9c g\u1eedi kh\u1ea3o s\u00e1t, h\u00e3y th\u1eed nghi\u1ec7m v\u1edbi nh\u00f3m nh\u1ecf ng\u01b0\u1eddi tr\u1ea3 l\u1eddi \u0111\u1ec3 ph\u00e1t hi\u1ec7n nh\u1eefng v\u1ea5n \u0111\u1ec1 ho\u1eb7c c\u1ea3i thi\u1ec7n c\u1ea7n thi\u1ebft. Thu th\u1eadp ph\u1ea3n h\u1ed3i v\u1ec1 t\u00ednh r\u00f5 r\u00e0ng c\u1ee7a c\u00e2u h\u1ecfi, m\u1ee9c \u0111\u1ed9 d\u1ec5 tr\u1ea3 l\u1eddi v\u00e0 tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u1ea3o s\u00e1t. C\u00e1ch l\u00e0m n\u00e0y gi\u00fap doanh nghi\u1ec7p t\u1ea1o ra kh\u1ea3o s\u00e1t thang \u0111o Likert mang l\u1ea1i th\u00f4ng tin gi\u00e1 tr\u1ecb v\u00e0 chi ti\u1ebft t\u1eeb \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-5-l\u1ef1a-ch\u1ecdn-cong-c\u1ee5-d\u1ec3-g\u1eedi-kh\u1ea3o-sat\"><strong>B\u01b0\u1edbc 5: L\u1ef1a ch\u1ecdn c\u00f4ng c\u1ee5 \u0111\u1ec3 g\u1eedi kh\u1ea3o s\u00e1t<\/strong><\/h3>\n\n\n\n<p>Sau khi ho\u00e0n thi\u1ec7n n\u1ed9i dung b\u1ea3ng kh\u1ea3o s\u00e1t, b\u01b0\u1edbc ti\u1ebfp theo l\u00e0 ch\u1ecdn c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t ph\u00f9 h\u1ee3p. Ph\u1ea7n m\u1ec1m kh\u1ea3o s\u00e1t t\u1ed1t c\u1ea7n t\u00edch h\u1ee3p \u0111\u1ee7 t\u00ednh n\u0103ng, cho ph\u00e9p t\u00f9y ch\u1ec9nh h\u00ecnh th\u1ee9c v\u00e0 n\u1ed9i dung c\u00e2u h\u1ecfi v\u00e0 d\u1ec5 d\u00e0ng g\u1eedi ho\u1eb7c chia s\u1ebb kh\u1ea3o s\u00e1t qua nhi\u1ec1u k\u00eanh. C\u00e1c c\u00f4ng c\u1ee5 ph\u1ed5 bi\u1ebfn c\u00f3 th\u1ec3 d\u00f9ng l\u00e0 Google Form, Survey Monkey, Typeform, v.v\u2026<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-6-phan-tich-k\u1ebft-qu\u1ea3-kh\u1ea3o-sat-va-ap-d\u1ee5ng-vao-th\u1ef1c-t\u1ebf\"><strong>B\u01b0\u1edbc 6: Ph\u00e2n t\u00edch k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t v\u00e0 \u00e1p d\u1ee5ng v\u00e0o th\u1ef1c t\u1ebf<\/strong><\/h3>\n\n\n\n<p>Sau khi thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n ph\u00e2n t\u00edch d\u1eef li\u1ec7u d\u1ef1a tr\u00ean c\u00e1c m\u1ee5c ti\u00eau kh\u1ea3o s\u00e1t \u0111\u00e3 x\u00e1c \u0111\u1ecbnh tr\u01b0\u1edbc, nh\u1eb1m hi\u1ec3u r\u00f5 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u. M\u1ee5c ti\u00eau cu\u1ed1i c\u00f9ng l\u00e0 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, thi\u1ebft k\u1ebf c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb c\u00e1 nh\u00e2n h\u00f3a, t\u01b0 v\u1ea5n ph\u00f9 h\u1ee3p ho\u1eb7c g\u1eedi kh\u1ea3o s\u00e1t &#8220;follow-up&#8221; \u0111\u1ec3 khai th\u00e1c s\u00e2u h\u01a1n v\u1ec1 c\u00e1c ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c.<\/p>\n\n\n\n<p>Khi s\u1ed1 l\u01b0\u1ee3ng ph\u1ea3n h\u1ed3i \u1edf m\u1ee9c th\u1ea5p, vi\u1ec7c t\u00ednh to\u00e1n th\u1ee7 c\u00f4ng c\u00f3 th\u1ec3 \u0111\u01a1n gi\u1ea3n v\u00e0 nhanh ch\u00f3ng. Tuy nhi\u00ean, khi l\u01b0\u1ee3ng ph\u1ea3n h\u1ed3i l\u00ean t\u1edbi con s\u1ed1 h\u00e0ng ngh\u00ecn, c\u00f4ng vi\u1ec7c n\u00e0y s\u1ebd tr\u1edf n\u00ean ph\u1ee9c t\u1ea1p. H\u01a1n n\u1eefa, th\u1eddi \u0111i\u1ec3m g\u1eedi kh\u1ea3o s\u00e1t c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c ch\u1ecdn l\u1ef1a k\u1ef9 c\u00e0ng, b\u00e1m s\u00e1t v\u00e0o nh\u1eefng \u0111i\u1ec3m ch\u1ea1m quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, thay v\u00ec \u0111\u1ed3ng lo\u1ea1t g\u1eedi kh\u1ea3o s\u00e1t \u0111\u1ebfn t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>T\u1eeb nh\u1eefng v\u1ea5n \u0111\u1ec1 tr\u00ean, n\u1ebfu doanh nghi\u1ec7p s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 ri\u00eang l\u1ebb \u0111\u1ec3 tri\u1ec3n khai, t\u1ed5ng h\u1ee3p k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t ho\u1eb7c t\u00ednh to\u00e1n c\u00e1c ch\u1ec9 s\u1ed1 kh\u1ea3o s\u00e1t m\u1ed9t c\u00e1ch th\u1ee7 c\u00f4ng, qu\u00e1 tr\u00ecnh n\u00e0y kh\u00f4ng ch\u1ec9 m\u1ea5t th\u1eddi gian v\u00e0 c\u00f4ng s\u1ee9c m\u00e0 c\u00f2n kh\u00f3 \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 cao, kh\u00f4ng khai th\u00e1c t\u1ed1i \u0111a gi\u00e1 tr\u1ecb c\u1ee7a d\u1eef li\u1ec7u thu \u0111\u01b0\u1ee3c.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/6-buoc-thang-do-likert-1024x576.webp\" alt=\"6 b\u01b0\u1edbc t\u1ea1o kh\u1ea3o s\u00e1t thang \u0111o likert\" class=\"wp-image-14862\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/6-buoc-thang-do-likert-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/6-buoc-thang-do-likert-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/6-buoc-thang-do-likert-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/6-buoc-thang-do-likert-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/02\/6-buoc-thang-do-likert.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-7-t\u1ed1i-\u01b0u-hoa-kh\u1ea3o-sat-thang-do-likert-v\u1edbi-base-crm\"><strong>7. T\u1ed1i \u01b0u h\u00f3a kh\u1ea3o s\u00e1t thang \u0111o Likert v\u1edbi Base CRM<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Base CRM<\/strong><\/a> l\u00e0 n\u1ec1n t\u1ea3ng qu\u1ea3n tr\u1ecb to\u00e0n di\u1ec7n S\u1ea3n ph\u1ea9m &#8211; B\u00e1n h\u00e0ng &#8211; Marketing &#8211; CSKH, c\u00f3 kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0 \u0111\u01a1n gi\u1ea3n h\u00f3a quy tr\u00ecnh kh\u1ea3o s\u00e1t, gi\u00fap doanh nghi\u1ec7p thu th\u1eadp, s\u1eafp x\u1ebfp v\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng theo th\u1eddi gian th\u1ef1c, \u0111\u1ed3ng th\u1eddi bi\u1ebfn ch\u00fang th\u00e0nh nh\u1eefng th\u00f4ng tin h\u1eefu \u00edch, c\u00f3 gi\u00e1 tr\u1ecb. C\u1ee5 th\u1ec3, Base CRM h\u1ed7 tr\u1ee3:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>T\u1ef1 \u0111\u1ed9ng thu th\u1eadp v\u00e0 ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i, g\u1eafn th\u1ebb theo c\u00e1c ti\u00eau ch\u00ed \u0111\u00e3 thi\u1ebft l\u1eadp, gi\u00fap t\u1ed1i gi\u1ea3n h\u00f3a quy tr\u00ecnh ph\u00e2n t\u00edch v\u00e0 b\u00e1o c\u00e1o.<\/li>\n\n\n\n<li>T\u1ef1 \u0111\u1ed9ng t\u00ednh to\u00e1n v\u00e0 b\u00e1o c\u00e1o c\u00e1c ch\u1ec9 s\u1ed1 kh\u1ea3o s\u00e1t nh\u01b0 NPS v\u00e0 CSAT, gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng theo d\u00f5i v\u00e0 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>C\u00e1 nh\u00e2n h\u00f3a n\u1ed9i dung ti\u1ebfp th\u1ecb v\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a k\u1ecbch b\u1ea3n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean k\u1ebft qu\u1ea3 kh\u1ea3o s\u00e1t, gi\u00fap n\u00e2ng cao s\u1ef1 k\u1ebft n\u1ed1i v\u00e0 t\u0103ng c\u01b0\u1eddng m\u1ed1i quan h\u1ec7 gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p.<\/li>\n<\/ul>\n\n\n\n<p>V\u01b0\u1ee3t qu\u00e1 gi\u1edbi h\u1ea1n c\u1ee7a m\u1ed9t CRM th\u00f4ng th\u01b0\u1eddng, Base CRM h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p x\u00e2y d\u1ef1ng m\u1ed9t quy tr\u00ecnh kinh doanh xuy\u00ean su\u1ed1t v\u00e0 b\u00e0i b\u1ea3n \u0111\u1ec3 thu th\u1eadp v\u00e0 qu\u1ea3n l\u00fd nh\u1eefng th\u00f4ng tin qu\u00fd gi\u00e1 v\u1ec1 kh\u00e1ch h\u00e0ng, t\u1ed1i \u01b0u ho\u00e1 c\u00e1c n\u1ed7 l\u1ef1c ti\u1ebfp th\u1ecb, duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/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<h2 class=\"wp-block-heading\" id=\"h-8-m\u1eb9o-tang-t\u1ef7-l\u1ec7-ph\u1ea3n-h\u1ed3i-khi-th\u1ef1c-hi\u1ec7n-kh\u1ea3o-sat-thang-do-likert\"><strong>8. M\u1eb9o t\u0103ng t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i khi th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t thang \u0111o Likert<\/strong><\/h2>\n\n\n\n<p><strong>\u2013 S\u1eed d\u1ee5ng ng\u00f4n t\u1eeb \u0111\u01a1n gi\u1ea3n v\u00e0 d\u1ec5 hi\u1ec3u: <\/strong>\u0110\u1ea3m b\u1ea3o n\u1ed9i dung c\u1ee7a c\u00e2u h\u1ecfi v\u00e0 c\u00e1c t\u00f9y ch\u1ecdn d\u1ec5 hi\u1ec3u, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nhanh ch\u00f3ng \u0111\u01b0a ra l\u1ef1a ch\u1ecdn. Tr\u00e1nh s\u1eed d\u1ee5ng thu\u1eadt ng\u1eef chuy\u00ean ng\u00e0nh kh\u00f3 hi\u1ec3u ho\u1eb7c ti\u1ebfng \u0111\u1ecba ph\u01b0\u01a1ng\/ti\u1ebfng l\u00f3ng d\u1ec5 g\u00e2y nh\u1ea7m l\u1eabn.<\/p>\n\n\n\n<p><strong>\u2013 C\u00e1 nh\u00e2n h\u00f3a l\u1eddi m\u1eddi tham gia kh\u1ea3o s\u00e1t: <\/strong>Thay v\u00ec g\u1eedi l\u1eddi m\u1eddi kh\u1ea3o s\u00e1t chung chung, h\u00e3y c\u00e1 nh\u00e2n h\u00f3a l\u1eddi m\u1eddi \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y r\u1eb1ng ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd th\u1ef1c s\u1ef1 quan tr\u1ecdng v\u00e0 c\u00f3 \u00fd ngh\u0129a.<\/p>\n\n\n\n<p><strong>\u2013 Nh\u1eafc nh\u1edf kh\u00e1ch h\u00e0ng: <\/strong>N\u1ebfu kh\u00e1ch h\u00e0ng ch\u01b0a tr\u1ea3 l\u1eddi kh\u1ea3o s\u00e1t trong l\u1ea7n g\u1eedi \u0111\u1ea7u ti\u00ean, h\u00e3y g\u1eedi m\u1ed9t l\u1eddi nh\u1eafc nh\u1eb9 nh\u00e0ng, nh\u01b0ng \u0111\u1eebng l\u00e0m phi\u1ec1n h\u1ecd qu\u00e1 nhi\u1ec1u. M\u1ed9t l\u1eddi nh\u1eafc c\u00f3 th\u1ec3 gi\u00fap t\u0103ng t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i m\u00e0 kh\u00f4ng g\u00e2y kh\u00f3 ch\u1ecbu.<\/p>\n\n\n\n<p><strong>\u2013 S\u1eed d\u1ee5ng nhi\u1ec1u k\u00eanh kh\u1ea3o s\u00e1t:<\/strong> G\u1eedi kh\u1ea3o s\u00e1t qua nhi\u1ec1u k\u00eanh kh\u00e1c nhau nh\u01b0 email, pop-up tr\u00ean website\/\u1ee9ng d\u1ee5ng di \u0111\u1ed9ng ho\u1eb7c th\u1eadm ch\u00ed qua m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 gia t\u0103ng c\u01a1 h\u1ed9i ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p><strong>\u2013 Duy tr\u00ec t\u00ednh nh\u1ea5t qu\u00e1n:<\/strong> Sau khi quy\u1ebft \u0111\u1ecbnh c\u1ea5u tr\u00fac thang \u0111o Likert, h\u00e3y gi\u1eef t\u00ednh nh\u1ea5t qu\u00e1n v\u1ec1 m\u1ee9c \u0111\u1ed9 thang \u0111o, c\u00e2n c\u1ef1c v\u00e0 vi\u1ec7c s\u1eed d\u1ee5ng t\u00f9y ch\u1ecdn &#8220;Trung l\u1eadp&#8221; trong su\u1ed1t kh\u1ea3o s\u00e1t.<\/p>\n\n\n\n<p><strong>\u2013 Cung c\u1ea5p t\u00f9y ch\u1ecdn tr\u1ea3 l\u1eddi linh ho\u1ea1t:<\/strong> Thay v\u00ec ch\u1ec9 s\u1eed d\u1ee5ng &#8220;\u0111\u1ed3ng \u00fd\/kh\u00f4ng \u0111\u1ed3ng \u00fd&#8221;, h\u00e3y l\u1ef1a ch\u1ecdn c\u00e1c \u0111\u00e1p \u00e1n ph\u00f9 h\u1ee3p v\u1edbi n\u1ed9i dung c\u00e2u h\u1ecfi, nh\u01b0 &#8220;h\u00e0i l\u00f2ng\/kh\u00f4ng h\u00e0i l\u00f2ng&#8221;.<\/p>\n\n\n\n<p><strong>\u2013 \u0110\u1ea3m b\u1ea3o t\u00ednh bao h\u00e0m:<\/strong> Thang \u0111o c\u1ea7n ph\u1ea3n \u00e1nh \u0111\u1ea7y \u0111\u1ee7 ph\u1ea1m vi c\u1ea3m nh\u1eadn. V\u00ed d\u1ee5: khi \u0111\u00e1nh gi\u00e1 t\u1ed1c \u0111\u1ed9 t\u1ea3i website, ngo\u00e0i c\u00e1c t\u00f9y ch\u1ecdn nh\u01b0 &#8220;kh\u00e1 nhanh&#8221; \u0111\u1ebfn &#8220;r\u1ea5t nhanh&#8221;, c\u1ea7n c\u00f3 c\u1ea3 l\u1ef1a ch\u1ecdn cho nh\u1eefng ng\u01b0\u1eddi cho r\u1eb1ng t\u1ed1c \u0111\u1ed9 ch\u1eadm.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-9-k\u1ebft-lu\u1eadn\"><strong>9. K\u1ebft lu\u1eadn<\/strong><\/h2>\n\n\n\n<p>Thang \u0111o Likert l\u00e0 c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t l\u00fd t\u01b0\u1edfng gi\u00fap \u0111o l\u01b0\u1eddng c\u1ea3m nh\u1eadn v\u00e0 suy ngh\u0129 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 th\u01b0\u01a1ng hi\u1ec7u t\u1ea1i m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac trong h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd. Qua \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 nh\u1eadn di\u1ec7n nh\u1eefng \u0111i\u1ec3m c\u1ea7n c\u1ea3i thi\u1ec7n nh\u1eb1m n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 k\u1ebft n\u1ed1i s\u00e2u s\u1eafc h\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng. Ch\u00fac doanh nghi\u1ec7p \u00e1p d\u1ee5ng th\u00e0nh c\u00f4ng nh\u1eefng ki\u1ebfn th\u1ee9c li\u00ean quan \u0111\u1ebfn thang \u0111o Likert v\u00e0 mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng nh\u1eefng tr\u1ea3i nghi\u1ec7m xu\u1ea5t s\u1eafc.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Thang \u0111o Likert l\u00e0 c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t th\u00f4ng d\u1ee5ng trong c\u00e1c l\u0129nh v\u1ef1c nh\u01b0 t\u00e2m l\u00fd h\u1ecdc, x\u00e3 h\u1ed9i h\u1ecdc v\u00e0 nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng nh\u1edd kh\u1ea3 n\u0103ng \u0111\u1ecbnh l\u01b0\u1ee3ng h\u00f3a c\u00e1c d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c v\u00e0 d\u1ec5 hi\u1ec3u. \u0110\u1ed1i v\u1edbi doanh nghi\u1ec7p, thang \u0111o n\u00e0y \u0111\u00f3ng vai tr\u00f2 quan [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":14853,"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-14835","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>Thang \u0111o Likert l\u00e0 g\u00ec? T\u00ecm hi\u1ec3u v\u1ec1 thang \u0111o Likert 5 m\u1ee9c \u0111\u1ed9<\/title>\n<meta name=\"description\" content=\"Thang \u0111o Likert l\u00e0 c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t gi\u00fap doanh nghi\u1ec7p thu th\u1eadp \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5 v\u1ec1 thang \u0111o likert v\u00e0 c\u00e1ch s\u1eed d\u1ee5ng hi\u1ec7u qu\u1ea3.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/base.vn\/blog\/thang-do-likert\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Thang \u0111o Likert l\u00e0 g\u00ec? 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