{"id":7254,"date":"2025-08-14T10:42:49","date_gmt":"2025-08-14T03:42:49","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=7254"},"modified":"2025-10-28T11:06:09","modified_gmt":"2025-10-28T04:06:09","slug":"nps-la-gi","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/nps-la-gi\/","title":{"rendered":"NPS l\u00e0 g\u00ec? &#8220;Ch\u1ec9 s\u1ed1 v\u00e0ng&#8221; gi\u00fap doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n<p>Kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 kho b\u00e1u qu\u00fd gi\u00e1 m\u00e0 doanh nghi\u1ec7p n\u00e0o c\u0169ng mu\u1ed1n g\u00ecn gi\u1eef l\u00e2u d\u00e0i nh\u1ea5t c\u00f3 th\u1ec3. <strong>Net Promoter Score (NPS)<\/strong> l\u00e0 m\u1ed9t trong nh\u1eefng th\u01b0\u1edbc \u0111o ph\u1ed5 bi\u1ebfn \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a h\u1ecd.&nbsp;<\/p>\n\n\n\n<p>Kh\u00e1m ph\u00e1 b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec3 hi\u1ec3u v\u00e0 s\u1eed d\u1ee5ng NPS trong vi\u1ec7c n\u1eafm b\u1eaft m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t huy hi\u1ec7u qu\u1ea3.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-nps-la-gi\">1. NPS l\u00e0 g\u00ec?<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-1-gi\u1ea3i-nghia-ch\u1ec9-s\u1ed1-nps-la-gi\">1.1 Gi\u1ea3i ngh\u0129a: Ch\u1ec9 s\u1ed1 NPS l\u00e0 g\u00ec?<\/h3>\n\n\n\n<p>Theo Wikipedia, Net Promoter Score (NPS) \u0111\u01b0\u1ee3c gi\u1edbi thi\u1ec7u b\u1edfi Fred Reichheld tr\u00ean Harvard Business Review 2003. <strong>NPS l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 gi\u1edbi thi\u1ec7u cho ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8 v\u00e0 \u0111\u1ed3ng nghi\u1ec7p s\u1eed d\u1ee5ng.<\/strong><\/p>\n\n\n\n<p>Thang \u0111o NPS th\u01b0\u1eddng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng trong l\u0129nh v\u1ef1c ti\u1ebfp th\u1ecb v\u00e0 nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng \u0111\u1ec3 \u0111o l\u01b0\u1eddng <a href=\"https:\/\/base.vn\/blog\/su-hai-long-cua-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/a>, v\u00e0 d\u1ef1 \u0111o\u00e1n s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"536\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-la-gi-1-1024x536.webp\" alt=\"NPS l\u00e0 g\u00ec?\" class=\"wp-image-7263\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-la-gi-1-1024x536.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-la-gi-1-300x157.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-la-gi-1-768x402.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-la-gi-1-1536x804.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-la-gi-1.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-2-cach-tinh-nps\">1.2 C\u00e1ch t\u00ednh NPS<\/h3>\n\n\n\n<p>C\u00e1ch t\u00ednh NPS kh\u00e1 \u0111\u01a1n gi\u1ea3n:<\/p>\n\n\n\n<p>Kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u \u0111\u00e1nh gi\u00e1 tr\u00ean m\u1ed9t thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10 v\u1ec1 vi\u1ec7c &#8220;B\u1ea1n c\u00f3 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i cho b\u1ea1n b\u00e8, \u0111\u1ed3ng nghi\u1ec7p hay ng\u01b0\u1eddi th\u00e2n kh\u00f4ng?&#8221;.<\/p>\n\n\n\n<p><strong>D\u1ef1a v\u00e0o \u0111i\u1ec3m s\u1ed1 c\u1ee7a kh\u00e1ch h\u00e0ng, h\u1ecd \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i th\u00e0nh 3 nh\u00f3m:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Promoters (ng\u01b0\u1eddi \u1ee7ng h\u1ed9): \u0110i\u1ec3m t\u1eeb 9 \u0111\u1ebfn 10. H\u1ecd l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng r\u1ea5t h\u00e0i l\u00f2ng v\u00e0 c\u00f3 kh\u1ea3 n\u0103ng cao s\u1ebd gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 cho ng\u01b0\u1eddi kh\u00e1c.<\/li>\n\n\n\n<li>Passives (ng\u01b0\u1eddi trung l\u1eadp): \u0110i\u1ec3m t\u1eeb 7 \u0111\u1ebfn 8. H\u1ecd h\u00e0i l\u00f2ng nh\u01b0ng kh\u00f4ng ch\u1eafc ch\u1eafn s\u1ebd gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/li>\n\n\n\n<li>Detractors (ng\u01b0\u1eddi ph\u1ea3n \u0111\u1ed1i): \u0110i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 6. H\u1ecd kh\u00f4ng h\u00e0i l\u00f2ng v\u00e0 c\u00f3 th\u1ec3 g\u00e2y ra truy\u1ec1n th\u00f4ng ti\u00eau c\u1ef1c v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/li>\n<\/ul>\n\n\n\n<p><strong>\u0110\u1ec3 t\u00ednh to\u00e1n NPS, ta l\u1ea5y t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u1ee7a s\u1ed1 l\u01b0\u1ee3ng Promoters tr\u1eeb \u0111i s\u1ed1 l\u01b0\u1ee3ng Detractors.<\/strong> K\u1ebft qu\u1ea3 c\u00f3 th\u1ec3 t\u1eeb -100 \u0111\u1ebfn +100, v\u1edbi \u0111i\u1ec3m s\u1ed1 cao h\u01a1n cho th\u1ea5y m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh cao h\u01a1n t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng<\/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\/05\/cach-tinh-nps-1024x576.webp\" alt=\"C\u00e1ch t\u00ednh NPS\" class=\"wp-image-7261\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-tinh-nps-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-tinh-nps-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-tinh-nps-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-tinh-nps-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-tinh-nps.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p><em>V\u00ed d\u1ee5:<\/em><\/p>\n\n\n\n<p><em>B\u1ea1n l\u00e0m kh\u1ea3o s\u00e1t cho m\u1ed9t c\u00f4ng ty cung c\u1ea5p d\u1ecbch v\u1ee5 internet v\u00e0 b\u1ea1n thu th\u1eadp \u00fd ki\u1ebfn t\u1eeb 100 kh\u00e1ch h\u00e0ng sau khi h\u1ecd \u0111\u00e3 s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n trong m\u1ed9t th\u1eddi gian d\u00e0i. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng:<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>S\u1ed1 l\u01b0\u1ee3ng Promoters: 70 kh\u00e1ch h\u00e0ng<\/em><\/li>\n\n\n\n<li><em>S\u1ed1 l\u01b0\u1ee3ng Passives: 20 kh\u00e1ch h\u00e0ng<\/em><\/li>\n\n\n\n<li><em>S\u1ed1 l\u01b0\u1ee3ng Detractors: 10 kh\u00e1ch h\u00e0ng<\/em><\/li>\n<\/ul>\n\n\n\n<p><em>B\u00e2y gi\u1edd, \u0111\u1ec3 t\u00ednh to\u00e1n ch\u1ec9 s\u1ed1 NPS, ta th\u1ef1c hi\u1ec7n c\u00e1c ph\u00e9p t\u00ednh sau:<\/em><\/p>\n\n\n\n<p><em>% Promoter =70 \/ 100 = 70%<\/em><\/p>\n\n\n\n<p><em>% Detractor = 10 \/ 100 = 10%<\/em><\/p>\n\n\n\n<p><em>NPS = % Promoter &#8211; % Detractor = 70% &#8211; 10% = 60%<\/em><\/p>\n\n\n\n<p><em>V\u1eady trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y, ch\u1ec9 s\u1ed1 NPS c\u1ee7a c\u00f4ng ty cung c\u1ea5p d\u1ecbch v\u1ee5 internet l\u00e0 60. \u0110i\u1ec1u n\u00e0y cho th\u1ea5y c\u00f3 m\u1ed9t s\u1ed1 l\u01b0\u1ee3ng l\u1edbn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng (Promoters) so v\u1edbi s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng (Detractors), \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c c\u00f3 m\u1ed9t t\u1ef7 l\u1ec7 cao kh\u00e1ch h\u00e0ng mu\u1ed1n gi\u1edbi thi\u1ec7u d\u1ecbch v\u1ee5 n\u00e0y cho ng\u01b0\u1eddi kh\u00e1c.<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-3-phan-bi\u1ec7t-nps-net-promoter-score-va-csat-customer-satisfaction-score\">1.3 Ph\u00e2n bi\u1ec7t NPS (Net Promoter Score) v\u00e0 CSAT (Customer Satisfaction Score)<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"478\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-va-csat-1024x478.webp\" alt=\"NPS v\u00e0 CSAT\" class=\"wp-image-7268\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-va-csat-1024x478.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-va-csat-300x140.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-va-csat-768x358.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-va-csat-1536x717.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/nps-va-csat.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Net Promoter Score (NPS) v\u00e0 <a href=\"https:\/\/base.vn\/blog\/csat-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Satisfaction Score (CSAT)<\/a> \u0111\u1ec1u l\u00e0 hai ph\u00e9p \u0111o quan tr\u1ecdng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u01b0ng 2 kh\u00e1i ni\u1ec7m n\u00e0y \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng c\u00e1c kh\u00eda c\u1ea1nh kh\u00e1c nhau c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Y\u1ebfu t\u1ed1<\/strong><\/td><td><strong>Net Promoter Score (NPS)<\/strong><\/td><td><strong>Customer Satisfaction Score (CSAT)<\/strong><\/td><\/tr><tr><td><strong>M\u1ee5c ti\u00eau<\/strong><\/td><td>\u0110o l\u01b0\u1eddng s\u1ef1 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 cho nh\u1eefng ng\u01b0\u1eddi kh\u00e1c trong t\u01b0\u01a1ng lai<\/td><td>\u0110o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng sau m\u1ed9t giao d\u1ecbch hay tr\u1ea3i nghi\u1ec7m c\u1ee5 th\u1ec3<\/td><\/tr><tr><td><strong>C\u00e2u h\u1ecfi<\/strong><\/td><td>&#8220;B\u1ea1n c\u00f3 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i cho b\u1ea1n b\u00e8, \u0111\u1ed3ng nghi\u1ec7p ho\u1eb7c ng\u01b0\u1eddi th\u00e2n kh\u00f4ng?&#8221; v\u1edbi thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10<\/td><td>&#8220;B\u1ea1n h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i kh\u00f4ng?&#8221; ho\u1eb7c &#8220;Vui l\u00f2ng \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n t\u1eeb 1 \u0111\u1ebfn 5 ho\u1eb7c t\u1eeb 1 \u0111\u1ebfn 10&#8221;<\/td><\/tr><tr><td><strong>Ph\u1ea3n h\u1ed3i<\/strong><\/td><td>Ph\u1ea3n h\u1ed3i chia th\u00e0nh 3 nh\u00f3m: Promoters, Passives v\u00e0 Detractors<\/td><td>Ph\u1ea3n h\u1ed3i th\u01b0\u1eddng \u0111\u01b0\u1ee3c t\u1ed5ng h\u1ee3p d\u01b0\u1edbi d\u1ea1ng ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng<\/td><\/tr><tr><td><strong>Ph\u1ea3n \u1ee9ng<\/strong><\/td><td>C\u00f3 th\u1ec3 kh\u00e1 ch\u1eadm do vi\u1ec7c kh\u1ea3o s\u00e1t li\u00ean quan \u0111\u1ebfn s\u1ef1 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u<\/td><td>C\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c thu th\u1eadp nhanh ch\u00f3ng sau m\u1ed7i giao d\u1ecbch ho\u1eb7c tr\u1ea3i nghi\u1ec7m<\/td><\/tr><tr><td><strong>K\u1ebft qu\u1ea3<\/strong><\/td><td>Ch\u1ec9 s\u1ed1 n\u1eb1m trong ph\u1ea1m vi t\u1eeb -100 \u0111\u1ebfn +100, v\u1edbi k\u1ebft qu\u1ea3 cao h\u01a1n cho th\u1ea5y m\u1ee9c \u0111\u1ed9 l\u00f2ng trung th\u00e0nh cao h\u01a1n t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng<\/td><td>K\u1ebft qu\u1ea3 th\u01b0\u1eddng \u0111\u01b0\u1ee3c b\u00e1o c\u00e1o d\u01b0\u1edbi d\u1ea1ng ph\u1ea7n tr\u0103m, v\u1edbi m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng cao \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 t\u1eeb 80% tr\u1edf l\u00ean<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-t\u1ea1i-sao-doanh-nghi\u1ec7p-c\u1ea7n-tinh-toan-va-theo-doi-nps\">2. T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n t\u00ednh to\u00e1n v\u00e0 theo d\u00f5i NPS?<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-1-do-l\u01b0\u1eddng-s\u1ef1-hai-long-va-long-trung-thanh-c\u1ee7a-khach-hang\">2.1 \u0110o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>NPS l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. B\u1eb1ng c\u00e1ch theo d\u00f5i NPS, doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 c\u1ea3m nh\u1eadn v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-2-d\u1ef1-doan-s\u1ef1-phat-tri\u1ec3n-va-hi\u1ec7u-su\u1ea5t-kinh-doanh\">2.2 D\u1ef1 \u0111o\u00e1n s\u1ef1 ph\u00e1t tri\u1ec3n v\u00e0 hi\u1ec7u su\u1ea5t kinh doanh<\/h3>\n\n\n\n<p>M\u1ed9t trong nh\u1eefng \u01b0u \u0111i\u1ec3m quan tr\u1ecdng c\u1ee7a vi\u1ec7c t\u00ednh to\u00e1n NPS l\u00e0 kh\u1ea3 n\u0103ng d\u1ef1 \u0111o\u00e1n s\u1ef1 ph\u00e1t tri\u1ec3n v\u00e0 hi\u1ec7u su\u1ea5t kinh doanh c\u1ee7a doanh nghi\u1ec7p. C\u00e1c Promoters, t\u1ee9c l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng r\u1ea5t h\u00e0i l\u00f2ng, th\u01b0\u1eddng c\u00f3 th\u1ec3 t\u1ea1o ra m\u1ed9t hi\u1ec7u \u1ee9ng lan t\u1ecfa t\u00edch c\u1ef1c, t\u1eeb vi\u1ec7c gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m cho ng\u01b0\u1eddi kh\u00e1c \u0111\u1ebfn vi\u1ec7c t\u1ea1o ra s\u1ef1 ph\u00e1t tri\u1ec3n \u0111\u00e1ng k\u1ec3 trong doanh s\u1ed1 b\u00e1n h\u00e0ng v\u00e0 l\u1ee3i nhu\u1eadn.&nbsp;<\/p>\n\n\n\n<p>Ng\u01b0\u1ee3c l\u1ea1i, c\u00e1c Detractors, t\u1ee9c l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, c\u00f3 th\u1ec3 g\u00e2y ra c\u00e1c v\u1ea5n \u0111\u1ec1 v\u00e0 th\u1eadm ch\u00ed l\u00e0m gi\u1ea3m doanh s\u1ed1 b\u00e1n h\u00e0ng n\u1ebfu kh\u00f4ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft k\u1ecbp th\u1eddi.<\/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\/ke-hoach-kinh-doanh\/\" target=\"_blank\" rel=\"noreferrer noopener\">H\u01b0\u1edbng d\u1eabn x\u00e2y d\u1ef1ng k\u1ebf ho\u1ea1ch kinh doanh (c\u00f3 k\u1ebf ho\u1ea1ch kinh doanh m\u1eabu)<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-3-phat-hi\u1ec7n-v\u1ea5n-d\u1ec1-va-c\u01a1-h\u1ed9i-c\u1ea3i-thi\u1ec7n\">2.3 Ph\u00e1t hi\u1ec7n v\u1ea5n \u0111\u1ec1 v\u00e0 c\u01a1 h\u1ed9i c\u1ea3i thi\u1ec7n<\/h3>\n\n\n\n<p>NPS c\u0169ng gi\u00fap doanh nghi\u1ec7p ph\u00e1t hi\u1ec7n v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee5 th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1eb7p ph\u1ea3i.&nbsp;<\/p>\n\n\n\n<p>B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch chi ti\u1ebft c\u00e1c ph\u1ea3n h\u1ed3i t\u1eeb Detractors v\u00e0 Passives, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m y\u1ebfu trong s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, t\u1eeb \u0111\u00f3 t\u00ecm ra gi\u1ea3i ph\u00e1p \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Vi\u1ec7c n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng m\u00e0 c\u00f2n l\u00e0m t\u0103ng t\u00ednh c\u1ea1nh tranh c\u1ee7a doanh nghi\u1ec7p tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-4-xay-d\u1ef1ng-m\u1ed1i-quan-h\u1ec7-khach-hang-tich-c\u1ef1c\">2.4 X\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c<\/h3>\n\n\n\n<p>B\u1eb1ng c\u00e1ch ch\u1ee7 \u0111\u1ed9ng l\u1eafng nghe v\u00e0 \u0111\u00e1p \u1ee9ng c\u00e1c lo ng\u1ea1i v\u00e0 y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t m\u00f4i tr\u01b0\u1eddng h\u1ee3p t\u00e1c v\u00e0 th\u00e2n thi\u1ec7n, \u0111\u1ed3ng th\u1eddi n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.&nbsp;<\/p>\n\n\n\n<p>Vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 ph\u1ea3n h\u1ed3i m\u1ed9t c\u00e1ch t\u00edch c\u1ef1c \u0111\u1ed1i v\u1edbi c\u00e1c ph\u1ea3n h\u1ed3i t\u1eeb NPS t\u1ea1o ra s\u1ef1 cam k\u1ebft l\u00e2u d\u00e0i gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c ch\u00fa \u00fd v\u00e0 \u0111\u00e1nh gi\u00e1, t\u1eeb \u0111\u00f3 t\u1ea1o ra m\u1ed9t m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u00e0 \u1ed5n \u0111\u1ecbnh.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-5-duy-tri-s\u1ef1-c\u1ea1nh-tranh\">2.5 Duy tr\u00ec s\u1ef1 c\u1ea1nh tranh<\/h3>\n\n\n\n<p>T\u1eeb vi\u1ec7c hi\u1ec3u r\u00f5 h\u01a1n v\u00e0 kh\u00e1ch h\u00e0ng v\u00e0 th\u1ecb tr\u01b0\u1eddng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 tinh ch\u1ec9nh s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 chi\u1ebfn l\u01b0\u1ee3c kinh doanh c\u1ee7a m\u00ecnh \u0111\u1ec3 ph\u1ea3n \u00e1nh \u0111\u00fang nhu c\u1ea7u c\u1ee7a th\u1ecb tr\u01b0\u1eddng, gi\u00fap t\u0103ng c\u01b0\u1eddng s\u1ef1 c\u1ea1nh tranh.<\/p>\n\n\n\n<p>Vi\u1ec7c li\u00ean t\u1ee5c c\u00f3 \u00fd th\u1ee9c c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS s\u1ebd gi\u00fap doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c kh\u00e1c bi\u1ec7t trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.&nbsp;<\/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=\"599\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/10\/crm-1024x599.png\" alt=\"ph\u1ea7n m\u1ec1m crm\" class=\"wp-image-13192\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/10\/crm-1024x599.png 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/10\/crm-300x175.png 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/10\/crm-768x449.png 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/10\/crm.png 1303w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><figcaption class=\"wp-element-caption\"><em>Ph\u1ea7n m\u1ec1m Base CRM t\u1ed1i \u01b0u 150% tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, b\u1eb1ng vi\u1ec7c t\u1ef1 \u0111\u1ed9ng ho\u00e1 v\u00e0 c\u00e1 nh\u00e2n ho\u00e1 m\u1ecdi c\u00f4ng \u0111o\u1ea1n t\u01b0\u01a1ng t\u00e1c.<\/em><br><em><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u0110\u0103ng k\u00fd tr\u1ea3i nghi\u1ec7m ngay!<\/a><\/em><\/figcaption><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-co-th\u1ec3-do-l\u01b0\u1eddng-ch\u1ec9-s\u1ed1-nps-nh\u01b0-th\u1ebf-nao\">3. C\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 NPS nh\u01b0 th\u1ebf n\u00e0o?<\/h2>\n\n\n\n<p>\u0110\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua ch\u1ec9 s\u1ed1 NPS, doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n theo c\u00e1c b\u01b0\u1edbc sau:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-1-xac-d\u1ecbnh-t\u1ec7p-m\u1eabu-do-l\u01b0\u1eddng\">B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh t\u1ec7p m\u1eabu \u0111o l\u01b0\u1eddng<\/h3>\n\n\n\n<p>Tr\u01b0\u1edbc ti\u00ean, doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh r\u00f5 m\u1ee5c ti\u00eau c\u1ee7a vi\u1ec7c \u0111o l\u01b0\u1eddng NPS, v\u00ed nh\u01b0 mu\u1ed1n \u0111\u00e1nh gi\u00e1 to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hay t\u1eadp trung v\u00e0o m\u1ed9t nh\u00f3m kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3.<\/p>\n\n\n\n<p>X\u00e1c \u0111\u1ecbnh t\u1ec7p m\u1eabu l\u00e0 ho\u1ea1t \u0111\u1ed9ng \u0111\u1ea7u ti\u00ean c\u1ea7n ch\u00fa \u00fd \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng d\u1eef li\u1ec7u thu th\u1eadp \u0111\u01b0\u1ee3c s\u1ebd mang t\u00ednh \u201c\u0111\u1ea1i di\u1ec7n\u201d v\u00e0 \u0111\u00e1ng tin c\u1eady. M\u1eabu c\u1ea7n \u0111\u1ee7 l\u1edbn \u0111\u1ec3 cung c\u1ea5p k\u1ebft qu\u1ea3 ch\u00ednh x\u00e1c v\u00e0 ph\u1ea3n \u00e1nh \u0111\u00fang th\u1ef1c t\u1ebf kh\u00e1ch h\u00e0ng. Ch\u1eb3ng h\u1ea1n, n\u1ebfu doanh nghi\u1ec7p c\u00f3 10,000 kh\u00e1ch h\u00e0ng, m\u1ed9t m\u1eabu \u0111\u1ea1i di\u1ec7n c\u00f3 th\u1ec3 l\u00e0 kho\u1ea3ng 5-10% t\u1ed5ng s\u1ed1 n\u00e0y.<\/p>\n\n\n\n<p>L\u01b0u \u00fd vi\u1ec7c ch\u1ecdn m\u1eabu ph\u1ea3i ng\u1eabu nhi\u00ean \u0111\u1ec3 tr\u00e1nh thi\u00ean l\u1ec7ch. V\u00ed d\u1ee5, n\u1ebfu ch\u1ec9 kh\u1ea3o s\u00e1t nh\u1eefng kh\u00e1ch h\u00e0ng v\u1eeba mua h\u00e0ng g\u1ea7n \u0111\u00e2y, k\u1ebft qu\u1ea3 c\u00f3 th\u1ec3 kh\u00f4ng ph\u1ea3n \u00e1nh to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng d\u00e0i h\u1ea1n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-2-thi\u1ebft-k\u1ebf-b\u1ea3ng-cau-h\u1ecfi\">B\u01b0\u1edbc 2: Thi\u1ebft k\u1ebf b\u1ea3ng c\u00e2u h\u1ecfi<\/h3>\n\n\n\n<p>M\u1ed9t c\u00e2u h\u1ecfi tr\u1ef1c ti\u1ebfp v\u1ec1 vi\u1ec7c &#8220;B\u1ea1n c\u00f3 s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i cho b\u1ea1n b\u00e8, \u0111\u1ed3ng nghi\u1ec7p ho\u1eb7c ng\u01b0\u1eddi th\u00e2n kh\u00f4ng?&#8221; c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111\u1eb7t \u1edf \u0111\u1ea7u b\u1ea3ng h\u1ecfi, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 ch\u00fa \u00fd v\u00e0 ph\u1ea3n h\u1ed3i trung th\u1ef1c t\u1eeb kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, \u0111\u1ec3 k\u1ebft qu\u1ea3 \u0111\u01b0\u1ee3c tr\u1ecdn v\u1eb9n v\u00e0 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng k\u1ef9 h\u01a1n, b\u1ea1n c\u00f3 th\u1ec3 th\u00eam v\u00e0o c\u00e1c c\u00e2u h\u1ecfi m\u1edf nh\u01b0 &#8220;Vui l\u00f2ng cho bi\u1ebft l\u00fd do cho \u0111i\u1ec3m s\u1ed1 b\u1ea1n v\u1eeba ch\u1ecdn.&#8221; Ho\u1eb7c b\u1ea1n c\u00f3 th\u1ec3 b\u1ed5 sung c\u00e1c c\u00e2u h\u1ecfi ph\u1ee5 \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 c\u00e1c kh\u00eda c\u1ea1nh c\u1ee5 th\u1ec3 nh\u01b0 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>, gi\u00e1 c\u1ea3, v\u00e0 tr\u1ea3i nghi\u1ec7m mua s\u1eafm.\u00a0<\/p>\n\n\n\n<p>Tuy nhi\u00ean, c\u1ea7n l\u01b0u \u00fd r\u1eb1ng b\u1ea3ng c\u00e2u h\u1ecfi n\u00ean ng\u1eafn g\u1ecdn v\u00e0 kh\u00f4ng qu\u00e1 t\u1ea3i \u0111\u1ec3 tr\u00e1nh l\u00e0m phi\u1ec1n kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-3-tri\u1ec3n-khai-kh\u1ea3o-sat\">B\u01b0\u1edbc 3: Tri\u1ec3n khai kh\u1ea3o s\u00e1t<\/h3>\n\n\n\n<p>Tri\u1ec3n khai kh\u1ea3o s\u00e1t l\u00e0 b\u01b0\u1edbc th\u1ef1c hi\u1ec7n vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n m\u00e0 b\u1ea3ng c\u00e2u h\u1ecfi \u0111\u01b0\u1ee3c g\u1eedi \u0111\u1ebfn kh\u00e1ch h\u00e0ng v\u00e0 ph\u1ea3n h\u1ed3i \u0111\u01b0\u1ee3c thu th\u1eadp. H\u00e3y ch\u1ec9n chu trong t\u1eebng b\u01b0\u1edbc:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ch\u1ecdn k\u00eanh kh\u1ea3o s\u00e1t: Doanh nghi\u1ec7p c\u00f3 th\u1ec3 ch\u1ecdn nhi\u1ec1u k\u00eanh kh\u00e1c nhau \u0111\u1ec3 g\u1eedi kh\u1ea3o s\u00e1t nh\u01b0 email, tin nh\u1eafn SMS, th\u00f4ng b\u00e1o trong \u1ee9ng d\u1ee5ng, ho\u1eb7c th\u1eadm ch\u00ed l\u00e0 c\u00e1c cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i. Ch\u1ecdn k\u00eanh ph\u00f9 h\u1ee3p v\u1edbi h\u00e0nh vi v\u00e0 th\u00f3i quen c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i cao.<\/li>\n\n\n\n<li>Th\u1eddi gian g\u1eedi kh\u1ea3o s\u00e1t: G\u1eedi kh\u1ea3o s\u00e1t v\u00e0o th\u1eddi \u0111i\u1ec3m th\u00edch h\u1ee3p \u0111\u1ec3 t\u0103ng kh\u1ea3 n\u0103ng ph\u1ea3n h\u1ed3i. V\u00ed d\u1ee5, g\u1eedi email kh\u1ea3o s\u00e1t sau khi kh\u00e1ch h\u00e0ng ho\u00e0n t\u1ea5t giao d\u1ecbch ho\u1eb7c sau m\u1ed9t th\u1eddi gian s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5.<\/li>\n\n\n\n<li>Theo d\u00f5i v\u00e0 nh\u1eafc nh\u1edf: N\u1ebfu kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3n h\u1ed3i ngay l\u1eadp t\u1ee9c, c\u00f3 th\u1ec3 g\u1eedi nh\u1eafc nh\u1edf sau v\u00e0i ng\u00e0y. Tuy nhi\u00ean, c\u1ea7n \u0111\u1ea3m b\u1ea3o kh\u00f4ng l\u00e0m phi\u1ec1n kh\u00e1ch h\u00e0ng qu\u00e1 m\u1ee9c.<\/li>\n\n\n\n<li>Khuy\u1ebfn kh\u00edch ph\u1ea3n h\u1ed3i: \u0110\u00f4i khi, cung c\u1ea5p \u0111\u1ed9ng l\u1ef1c nh\u01b0 m\u00e3 gi\u1ea3m gi\u00e1 ho\u1eb7c tham gia r\u00fat th\u0103m tr\u00fang th\u01b0\u1edfng c\u00f3 th\u1ec3 khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng tham gia kh\u1ea3o s\u00e1t. V\u00ed d\u1ee5 cung c\u1ea5p m\u00e3 gi\u1ea3m gi\u00e1 10% cho l\u1ea7n mua s\u1eafm ti\u1ebfp theo cho t\u1ea5t c\u1ea3 nh\u1eefng ng\u01b0\u1eddi ho\u00e0n th\u00e0nh kh\u1ea3o s\u00e1t.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-4-phan-tich-va-danh-gia-s\u1ed1-li\u1ec7u-sau-khi-thu-th\u1eadp\">B\u01b0\u1edbc 4: Ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 s\u1ed1 li\u1ec7u sau khi thu th\u1eadp<\/h3>\n\n\n\n<p>Sau khi thu th\u1eadp d\u1eef li\u1ec7u, vi\u1ec7c ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 s\u1ed1 li\u1ec7u l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 hi\u1ec3u r\u00f5 k\u1ebft qu\u1ea3 v\u00e0 \u0111\u01b0a ra c\u00e1c h\u00e0nh \u0111\u1ed9ng c\u1ea3i thi\u1ec7n:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>T\u00ednh to\u00e1n NPS t\u1eeb d\u1eef li\u1ec7u thu th\u1eadp \u0111\u01b0\u1ee3c.<\/li>\n\n\n\n<li>Ph\u00e2n t\u00edch c\u00e1c ph\u1ea3n h\u1ed3i m\u1edf: Ph\u00e2n t\u00edch c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi m\u1edf \u0111\u1ec3 hi\u1ec3u r\u00f5 l\u00fd do \u0111\u1eb1ng sau \u0111i\u1ec3m s\u1ed1.<\/li>\n\n\n\n<li>Ph\u00e2n \u0111o\u1ea1n kh\u00e1ch h\u00e0ng: Xem x\u00e9t ph\u00e2n \u0111o\u1ea1n kh\u00e1ch h\u00e0ng theo c\u00e1c ti\u00eau ch\u00ed nh\u01b0 tu\u1ed5i, gi\u1edbi t\u00ednh, khu v\u1ef1c \u0111\u1ecba l\u00fd, ho\u1eb7c lo\u1ea1i s\u1ea3n ph\u1ea9m \u0111\u1ec3 th\u1ea5y r\u00f5 c\u00e1c xu h\u01b0\u1edbng v\u00e0 m\u1eabu h\u00ecnh.<\/li>\n\n\n\n<li>X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m y\u1ebfu v\u00e0 c\u01a1 h\u1ed9i: T\u1eeb ph\u00e2n t\u00edch d\u1eef li\u1ec7u, x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m y\u1ebfu c\u1ee5 th\u1ec3 v\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 c\u1ea3i thi\u1ec7n. \u0110\u1eb7c bi\u1ec7t ch\u00fa \u00fd \u0111\u1ebfn c\u00e1c v\u1ea5n \u0111\u1ec1 m\u00e0 Detractors n\u00eau ra v\u00e0 xem x\u00e9t c\u00e1ch gi\u1ea3i quy\u1ebft ch\u00fang.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-vi-d\u1ee5-minh-ho\u1ea1\">V\u00ed d\u1ee5 minh ho\u1ea1<\/h3>\n\n\n\n<p>C\u00f4ng ty th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed XYZ mu\u1ed1n \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u00ecm ra c\u00e1c kh\u00eda c\u1ea1nh c\u1ea7n c\u1ea3i thi\u1ec7n. H\u1ecd quy\u1ebft \u0111\u1ecbnh tri\u1ec3n khai kh\u1ea3o s\u00e1t NPS \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p><strong>B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh k\u00edch th\u01b0\u1edbc m\u1eabu<\/strong><\/p>\n\n\n\n<p>C\u00f4ng ty c\u00f3 20,000 kh\u00e1ch h\u00e0ng \u0111\u00e3 mua s\u1eafm trong qu\u00fd \u0111\u00f3. Sau khi s\u1eed d\u1ee5ng c\u00f4ng c\u1ee5 t\u00ednh to\u00e1n, x\u00e1c \u0111\u1ecbnh c\u1ea7n kh\u1ea3o s\u00e1t \u00edt nh\u1ea5t 385 kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 tin c\u1eady 95% v\u00e0 sai s\u1ed1 \u00b15%. H\u1ecd s\u1eed d\u1ee5ng m\u1ed9t h\u1ec7 th\u1ed1ng ch\u1ecdn ng\u1eabu nhi\u00ean t\u1eeb c\u01a1 s\u1edf d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh \u0111\u1ea1i di\u1ec7n.<\/p>\n\n\n\n<p><strong>B\u01b0\u1edbc 2: Thi\u1ebft k\u1ebf b\u1ea3ng c\u00e2u h\u1ecfi<\/strong><\/p>\n\n\n\n<p>B\u1ea3ng c\u00e2u h\u1ecfi b\u1eaft \u0111\u1ea7u v\u1edbi c\u00e2u h\u1ecfi NPS, ti\u1ebfp theo l\u00e0 c\u00e2u h\u1ecfi m\u1edf v\u1ec1 l\u00fd do cho \u0111i\u1ec3m s\u1ed1, v\u00e0 th\u00eam c\u00e1c c\u00e2u h\u1ecfi nh\u01b0: &#8220;B\u1ea1n c\u00f3 h\u00e0i l\u00f2ng v\u1edbi t\u00ednh n\u0103ng X kh\u00f4ng?&#8221; v\u00e0 &#8220;H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng c\u1ee7a ch\u00fang t\u00f4i \u0111\u00e3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a b\u1ea1n nh\u01b0 th\u1ebf n\u00e0o?&#8221;. B\u1ea3ng c\u00e2u h\u1ecfi \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf th\u00e2n thi\u1ec7n v\u1edbi giao di\u1ec7n ng\u01b0\u1eddi d\u00f9ng tr\u00ean c\u1ea3 m\u00e1y t\u00ednh v\u00e0 di \u0111\u1ed9ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ph\u1ea3n h\u1ed3i t\u1ed1i \u01b0u.<\/p>\n\n\n\n<p><strong>B\u01b0\u1edbc 3: Tri\u1ec3n khai kh\u1ea3o s\u00e1t<\/strong><\/p>\n\n\n\n<p>Kh\u1ea3o s\u00e1t \u0111\u01b0\u1ee3c g\u1eedi qua email m\u1ed9t tu\u1ea7n sau khi kh\u00e1ch h\u00e0ng nh\u1eadn h\u00e0ng. C\u00f4ng ty XYZ c\u0169ng g\u1eedi nh\u1eafc nh\u1edf sau 5 ng\u00e0y n\u1ebfu kh\u00f4ng c\u00f3 ph\u1ea3n h\u1ed3i, v\u00e0 cung c\u1ea5p m\u00e3 gi\u1ea3m gi\u00e1 10% cho l\u1ea7n mua s\u1eafm ti\u1ebfp theo nh\u01b0 \u0111\u1ed9ng l\u1ef1c.<\/p>\n\n\n\n<p><strong>B\u01b0\u1edbc 4: Ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 s\u1ed1 li\u1ec7u<\/strong><\/p>\n\n\n\n<p>C\u00f4ng ty XYZ t\u00ednh to\u00e1n NPS l\u00e0 35. H\u1ecd nh\u1eadn th\u1ea5y Promoters \u0111\u00e1nh gi\u00e1 cao giao h\u00e0ng nhanh v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, trong khi Detractors ph\u00e0n n\u00e0n v\u1ec1 d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng ch\u1eadm v\u00e0 kh\u00f3 kh\u0103n trong quy tr\u00ecnh \u0111\u1ed5i tr\u1ea3.<\/p>\n\n\n\n<p><strong>H\u00e0nh \u0111\u1ed9ng ti\u1ebfp theo:<\/strong><\/p>\n\n\n\n<p>XYZ quy\u1ebft \u0111\u1ecbnh t\u0103ng c\u01b0\u1eddng \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, c\u1ea3i thi\u1ec7n quy tr\u00ecnh \u0111\u1ed5i tr\u1ea3 v\u00e0 ti\u1ebfp t\u1ee5c gi\u1eef v\u1eefng ch\u1ea5t l\u01b0\u1ee3ng giao h\u00e0ng. Sau 6 th\u00e1ng, h\u1ecd th\u1ef1c hi\u1ec7n l\u1ea1i kh\u1ea3o s\u00e1t v\u00e0 th\u1ea5y NPS t\u0103ng l\u00ean 50, cho th\u1ea5y nh\u1eefng c\u1ea3i ti\u1ebfn \u0111\u00e3 mang l\u1ea1i hi\u1ec7u qu\u1ea3.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-lam-th\u1ebf-nao-c\u1ea3i-thi\u1ec7n-ch\u1ec9-s\u1ed1-nps\">4. L\u00e0m th\u1ebf n\u00e0o c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS?<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-1-khong-ng\u1eebng-c\u1ea3i-ti\u1ebfn-ch\u1ea5t-l\u01b0\u1ee3ng-s\u1ea3n-ph\u1ea9m-va-d\u1ecbch-v\u1ee5\">4.1 Kh\u00f4ng ng\u1eebng c\u1ea3i ti\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5<\/h3>\n\n\n\n<p>M\u1ed9t trong nh\u1eefng gi\u1ea3i ph\u00e1p \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 NPS l\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n lu\u00f4n \u0111\u00e1p \u1ee9ng ho\u1eb7c v\u01b0\u1ee3t qua k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch th\u01b0\u1eddng xuy\u00ean c\u1eadp nh\u1eadt v\u00e0 n\u00e2ng c\u1ea5p.&nbsp;<\/p>\n\n\n\n<p>Gi\u1ed1ng nh\u01b0 c\u00e1ch Apple lu\u00f4n n\u1ed7 l\u1ef1c c\u1ea3i ti\u1ebfn c\u00e1c s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh b\u1eb1ng c\u00e1ch l\u1eafng nghe ph\u1ea3n h\u1ed3i c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u00e0 \u0111\u01b0a ra c\u00e1c b\u1ea3n c\u1eadp nh\u1eadt ph\u1ea7n m\u1ec1m, n\u00e2ng c\u1ea5p ph\u1ea7n c\u1ee9ng v\u00e0 c\u00e1c t\u00ednh n\u0103ng m\u1edbi. D\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng c\u1ee7a Apple c\u0169ng n\u1ed5i ti\u1ebfng v\u1edbi s\u1ef1 nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, h\u00e3y cung c\u1ea5p d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i t\u1ed1t, bao g\u1ed3m b\u1ea3o h\u00e0nh, h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt v\u00e0 c\u00e1c d\u1ecbch v\u1ee5 li\u00ean quan kh\u00e1c. \u0110\u1ed3ng th\u1eddi, nh\u00e2n vi\u00ean n\u00ean \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o th\u00e1i \u0111\u1ed9 t\u00edch c\u1ef1c, th\u00e2n thi\u1ec7n v\u00e0 chuy\u00ean nghi\u1ec7p trong k\u1ef9 n\u0103ng giao ti\u1ebfp v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. \u0110i\u1ec1u n\u00e0y gi\u00fap t\u1ea1o ni\u1ec1m tin v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-2-xay-d\u1ef1ng-va-duy-tri-m\u1ed1i-quan-h\u1ec7-khach-hang\">4.2 X\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>M\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 \u0111\u1ec3 th\u1ef1c hi\u1ec7n \u0111i\u1ec1u n\u00e0y l\u00e0 t\u1ea1o ra c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft, nh\u1eb1m tri \u00e2n cho s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m \u0111i\u1ec3m th\u01b0\u1edfng, gi\u1ea3m gi\u00e1 \u0111\u1eb7c bi\u1ec7t v\u00e0 c\u00e1c s\u1ef1 ki\u1ec7n d\u00e0nh ri\u00eang cho th\u00e0nh vi\u00ean.&nbsp;<\/p>\n\n\n\n<p>Ch\u1eb3ng h\u1ea1n, ch\u01b0\u01a1ng tr\u00ecnh Starbucks Rewards \u0111\u00e3 r\u1ea5t th\u00e0nh c\u00f4ng, cho ph\u00e9p kh\u00e1ch h\u00e0ng t\u00edch \u0111i\u1ec3m v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c c\u00e1c \u01b0u \u0111\u00e3i \u0111\u1eb7c bi\u1ec7t, t\u1eeb \u0111\u00f3 khuy\u1ebfn kh\u00edch h\u1ecd quay l\u1ea1i v\u00e0 s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 th\u01b0\u1eddng xuy\u00ean h\u01a1n.&nbsp;<\/p>\n\n\n\n<p>Ngo\u00e0i ra, x\u00e2y d\u1ef1ng c\u1ed9ng \u0111\u1ed3ng kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn c\u0169ng l\u00e0 m\u1ed9t \u00fd t\u01b0\u1edfng \u0111\u01b0\u1ee3c nhi\u1ec1u doanh nghi\u1ec7p \u00e1p d\u1ee5ng. \u0110i\u1ec1u n\u00e0y cho ph\u00e9p kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi nhau v\u00e0 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, t\u1ea1o ra m\u1ed9t \u201cc\u1ea3m gi\u00e1c thu\u1ed9c v\u1ec1\u201d v\u00e0 b\u1ed3i \u0111\u1eafp t\u00ecnh y\u00eau th\u01b0\u01a1ng hi\u1ec7u. B\u1edfi khi kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y m\u00ecnh l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a c\u1ed9ng \u0111\u1ed3ng, h\u1ecd c\u00f3 xu h\u01b0\u1edbng trung th\u00e0nh h\u01a1n v\u00e0 ti\u1ebfp t\u1ee5c \u1ee7ng h\u1ed9 doanh nghi\u1ec7p.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"469\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-cai-thien-nps-1024x469.webp\" alt=\"C\u00e1ch c\u1ea3i thi\u1ec7n NPS\" class=\"wp-image-7266\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-cai-thien-nps-1024x469.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-cai-thien-nps-300x137.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-cai-thien-nps-768x352.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-cai-thien-nps-1536x703.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/cach-cai-thien-nps.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-3-ca-nhan-hoa-tr\u1ea3i-nghi\u1ec7m-giao-ti\u1ebfp\">4.3 C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m giao ti\u1ebfp<\/h3>\n\n\n\n<p>Kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c quan t\u00e2m v\u00e0 \u0111\u00e1nh gi\u00e1 cao khi h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng cu\u1ed9c tr\u00f2 chuy\u1ec7n mang t\u00ednh c\u00e1 nh\u00e2n ho\u00e1, thay v\u00ec c\u00e1ch x\u01b0ng h\u00f4 x\u00e3 giao nh\u01b0 \u201canh\/ch\u1ecb\/b\u1ea1n\u201d th\u00f4ng th\u01b0\u1eddng.&nbsp;<\/p>\n\n\n\n<p>S\u1eed d\u1ee5ng t\u00ean kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c chi ti\u1ebft c\u00e1 nh\u00e2n kh\u00e1c trong c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n l\u00e0 m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 \u0111\u1ec3 t\u1ea1o ra c\u1ea3m gi\u00e1c th\u00e2n thi\u1ec7n v\u00e0 g\u1ea7n g\u0169i. V\u00ed d\u1ee5, thay v\u00ec g\u1eedi m\u1ed9t email ho\u1eb7c tin nh\u1eafn chung chung, h\u00e3y b\u1eaft \u0111\u1ea7u b\u1eb1ng &#8220;Ch\u00e0o [T\u00ean kh\u00e1ch h\u00e0ng], ch\u00fang t\u00f4i r\u1ea5t tr\u00e2n tr\u1ecdng \u00fd ki\u1ebfn c\u1ee7a b\u1ea1n v\u1ec1 s\u1ea3n ph\u1ea9m [t\u00ean s\u1ea3n ph\u1ea9m] m\u00e0 b\u1ea1n v\u1eeba mua.&#8221;<\/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\/thang-do-likert\/\" target=\"_blank\" rel=\"noreferrer noopener\">Thang \u0111o Likert l\u00e0 g\u00ec? T\u00ecm hi\u1ec3u v\u1ec1 thang \u0111o Likert 5 m\u1ee9c \u0111\u1ed9<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-\u01b0u-nh\u01b0\u1ee3c-di\u1ec3m-c\u1ee7a-ch\u1ec9-s\u1ed1-nps-trong-do-l\u01b0\u1eddng-tr\u1ea3i-nghi\u1ec7m-khach-hang\">5. \u01afu nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a ch\u1ec9 s\u1ed1 NPS trong \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<p>B\u00ean c\u1ea1nh nh\u1eefng \u01b0u \u0111i\u1ec3m v\u01b0\u1ee3t tr\u1ed9i c\u00f9ng vai tr\u00f2 quan tr\u1ecdng c\u1ee7a vi\u1ec7c \u0111o l\u01b0\u1eddng NPS cho doanh nghi\u1ec7p, ch\u1ec9 s\u1ed1 n\u00e0y c\u0169ng c\u00f3 m\u1ed9t s\u1ed1 h\u1ea1n ch\u1ebf nh\u1ea5t \u0111\u1ecbnh.<\/p>\n\n\n\n<p><strong>\u01afu \u0111i\u1ec3m c\u1ee7a NPS:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u0110o l\u01b0\u1eddng t\u01b0\u01a1ng \u0111\u1ed1i ch\u00ednh x\u00e1c m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>D\u1ec5 hi\u1ec3u v\u00e0 th\u1ef1c hi\u1ec7n.<\/li>\n\n\n\n<li>D\u1ec5 so s\u00e1nh v\u1edbi c\u00e1c doanh nghi\u1ec7p kh\u00e1c c\u00f9ng ng\u00e0nh.<\/li>\n\n\n\n<li>Cung c\u1ea5p ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng t\u1eeb kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>Gi\u00fap doanh nghi\u1ec7p t\u1eadp trung v\u00e0o vi\u1ec7c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng c\u01b0\u1eddng trung th\u00e0nh.<\/li>\n<\/ul>\n\n\n\n<p><strong>H\u1ea1n ch\u1ebf c\u1ee7a NPS:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Kh\u00f4ng cung c\u1ea5p th\u00f4ng tin chi ti\u1ebft v\u1ec1 nguy\u00ean nh\u00e2n c\u1ee7a s\u1ef1 h\u00e0i l\u00f2ng ho\u1eb7c kh\u00f4ng h\u00e0i l\u00f2ng.<\/li>\n\n\n\n<li>C\u00f3 th\u1ec3 b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi y\u1ebfu t\u1ed1 ngo\u1ea1i c\u1ea3nh nh\u01b0 v\u1ea5n \u0111\u1ec1 kinh t\u1ebf ho\u1eb7c th\u1ecb tr\u01b0\u1eddng.<\/li>\n\n\n\n<li>C\u00f3 th\u1ec3 b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi chi\u1ebfn l\u01b0\u1ee3c gian l\u1eadn \u0111i\u1ec3m s\u1ed1 t\u1eeb c\u00e1c doanh nghi\u1ec7p.<\/li>\n\n\n\n<li>C\u1ea7n c\u00f3 m\u1ed9t s\u1ed1 l\u01b0\u1ee3ng l\u1edbn ph\u1ea3n h\u1ed3i \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh ch\u00ednh x\u00e1c v\u00e0 \u0111\u00e1ng tin c\u1eady c\u1ee7a k\u1ebft qu\u1ea3.<\/li>\n<\/ul>\n\n\n\n<p>Vi\u1ec7c hi\u1ec3u r\u00f5 c\u1ea3 l\u1ee3i \u00edch v\u00e0 h\u1ea1n ch\u1ebf c\u1ee7a thang \u0111o NPS s\u1ebd gi\u00fap doanh nghi\u1ec7p s\u1eed d\u1ee5ng n\u00f3 m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3, \u0111\u1ed3ng th\u1eddi b\u1ed5 sung c\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng kh\u00e1c \u0111\u1ec3 c\u00f3 c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-nh\u1eefng-sai-l\u1ea7m-c\u1ea7n-tranh-khi-s\u1eed-d\u1ee5ng-nps\">6. Nh\u1eefng sai l\u1ea7m c\u1ea7n tr\u00e1nh khi s\u1eed d\u1ee5ng NPS<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-1-ch\u1ecdn-sai-d\u1ed1i-t\u01b0\u1ee3ng-va-sai-th\u1eddi-di\u1ec3m\">6.1 Ch\u1ecdn sai \u0111\u1ed1i t\u01b0\u1ee3ng v\u00e0 sai th\u1eddi \u0111i\u1ec3m<\/h3>\n\n\n\n<p>Khi thu th\u1eadp ph\u1ea3n h\u1ed3i NPS, vi\u1ec7c ch\u1ecdn \u0111\u00fang \u0111\u1ed1i t\u01b0\u1ee3ng v\u00e0 th\u1eddi \u0111i\u1ec3m r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh \u0111\u1ea1i di\u1ec7n v\u00e0 ch\u00ednh x\u00e1c c\u1ee7a d\u1eef li\u1ec7u. Ch\u1ecdn sai \u0111\u1ed1i t\u01b0\u1ee3ng ho\u1eb7c th\u1eddi \u0111i\u1ec3m c\u00f3 th\u1ec3 l\u00e0m gi\u1ea3m gi\u00e1 tr\u1ecb c\u1ee7a ph\u1ea3n h\u1ed3i v\u00e0 d\u1eabn \u0111\u1ebfn nh\u1eadn \u0111\u1ecbnh kh\u00f4ng ch\u00ednh x\u00e1c v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5, m\u1ed9t c\u00f4ng ty b\u00e1n l\u1ebb tr\u1ef1c tuy\u1ebfn quy\u1ebft \u0111\u1ecbnh g\u1eedi kh\u1ea3o s\u00e1t NPS cho t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng sau m\u1ed7i giao d\u1ecbch m\u00e0 kh\u00f4ng ph\u00e2n bi\u1ec7t lo\u1ea1i s\u1ea3n ph\u1ea9m ho\u1eb7c lo\u1ea1i kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, m\u1ed9t s\u1ed1 s\u1ea3n ph\u1ea9m c\u00f3 gi\u00e1 tr\u1ecb th\u1ea5p c\u00f3 th\u1ec3 kh\u00f4ng \u0111\u1ee7 quan tr\u1ecdng \u0111\u1ec3 kh\u00e1ch h\u00e0ng ph\u1ea3n h\u1ed3i NPS. H\u01a1n n\u1eefa, vi\u1ec7c g\u1eedi kh\u1ea3o s\u00e1t ngay sau giao d\u1ecbch c\u00f3 th\u1ec3 l\u00e0m gi\u1ea3m s\u1ef1 ch\u00e2n th\u00e0nh c\u1ee7a ph\u1ea3n h\u1ed3i, v\u00ec kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u1ea3m th\u1ea5y \u201c\u00e1p l\u1ef1c\u201d ho\u1eb7c kh\u00f4ng \u0111\u1ee7 th\u1eddi gian \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ed9t c\u00e1ch ch\u00e2n th\u00e0nh.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-2-d\u1eb7t-ra-qua-nhi\u1ec1u-cau-h\u1ecfi\">6.2 \u0110\u1eb7t ra qu\u00e1 nhi\u1ec1u c\u00e2u h\u1ecfi<\/h3>\n\n\n\n<p>M\u1ed9t trong nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn khi th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t NPS l\u00e0 \u0111\u1eb7t ra qu\u00e1 nhi\u1ec1u c\u00e2u h\u1ecfi. Vi\u1ec7c n\u00e0y c\u00f3 th\u1ec3 l\u00e0m m\u1ea5t \u0111i s\u1ef1 quan t\u00e2m v\u00e0 t\u1eadp trung c\u1ee7a ng\u01b0\u1eddi tham gia kh\u1ea3o s\u00e1t, l\u00e0m gi\u1ea3m t\u1ef7 l\u1ec7 ho\u00e0n th\u00e0nh kh\u1ea3o s\u00e1t v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a ph\u1ea3n h\u1ed3i.<\/p>\n\n\n\n<p>\u0110\u1ec3 tr\u00e1nh sai l\u1ea7m n\u00e0y, c\u1ea7n t\u1ed1i gi\u1ea3n h\u00f3a kh\u1ea3o s\u00e1t NPS b\u1eb1ng c\u00e1c n\u1ed9i dung ng\u1eafn g\u1ecdn v\u00e0 t\u1eadp trung v\u00e0o c\u00e2u h\u1ecfi ch\u00ednh v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u1ea3 n\u0103ng h\u1ecd s\u1ebd gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p cho ng\u01b0\u1eddi kh\u00e1c. N\u1ebfu c\u1ea7n, c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00e1c kh\u1ea3o s\u00e1t b\u1ed5 sung ho\u1eb7c ph\u1ea3n h\u1ed3i chi ti\u1ebft \u0111\u1ec3 thu th\u1eadp th\u00f4ng tin chi ti\u1ebft h\u01a1n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-3-khong-co-hanh-d\u1ed9ng-kh\u1eafc-ph\u1ee5c-c\u1ee5-th\u1ec3\">6.3 Kh\u00f4ng c\u00f3 h\u00e0nh \u0111\u1ed9ng kh\u1eafc ph\u1ee5c c\u1ee5 th\u1ec3<\/h3>\n\n\n\n<p>N\u1ebfu kh\u00f4ng c\u00f3 k\u1ebf ho\u1ea1ch kh\u1eafc ph\u1ee5c th\u00ec ch\u1eb3ng kh\u00e1c n\u00e0o thu th\u1eadp d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch v\u00f4 ngh\u0129a, g\u00e2y t\u1ed1n th\u1eddi gian, nh\u00e2n l\u1ef1c.&nbsp;<\/p>\n\n\n\n<p>Ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng, bao g\u1ed3m c\u1ea3 nh\u1eefng l\u1eddi khen ng\u1ee3i v\u00e0 nh\u1eefng ch\u1ec9 tr\u00edch, l\u00e0 m\u1ed9t ph\u1ea7n kh\u00f4ng th\u1ec3 thi\u1ebfu trong qu\u00e1 tr\u00ecnh c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. B\u1ecf qua ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c ch\u1ec9 l\u00e0m cho doanh nghi\u1ec7p b\u1ecb m\u1ea5t c\u01a1 h\u1ed9i c\u1ea3i thi\u1ec7n v\u00e0 c\u00f3 th\u1ec3 g\u00e2y ra h\u1eadu qu\u1ea3 nghi\u00eam tr\u1ecdng cho danh ti\u1ebfng v\u00e0 s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a h\u1ecd trong t\u01b0\u01a1ng lai.<\/p>\n\n\n\n<p>Khi ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t NPS, quan tr\u1ecdng l\u00e0 ch\u1ea5p nh\u1eadn v\u00e0 ch\u00fa tr\u1ecdng v\u00e0o c\u1ea3 nh\u1eefng ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c v\u00e0 ti\u00eau c\u1ef1c t\u1eeb kh\u00e1ch h\u00e0ng. Nh\u1eefng ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c th\u01b0\u1eddng ch\u1ee9a th\u00f4ng tin qu\u00fd b\u00e1u v\u1ec1 nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u1ee5 th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i, gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 \u0111i\u1ec3m y\u1ebfu c\u1ee7a h\u1ecd v\u00e0 c\u00f3 c\u01a1 h\u1ed9i c\u1ea3i thi\u1ec7n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-7-k\u1ebft-lu\u1eadn\">7. K\u1ebft lu\u1eadn<\/h2>\n\n\n\n<p>Chinh ph\u1ee5c ch\u1ec9 s\u1ed1 NPS v\u1edbi thang \u0111i\u1ec3m cao kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t m\u1ee5c ti\u00eau m\u00e0 c\u00f2n l\u00e0 m\u1ed9t cam k\u1ebft c\u1ee7a doanh nghi\u1ec7p trong vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t c\u00f3 th\u1ec3. \u0110\u00e2y ch\u00ednh l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 gi\u00fap doanh nghi\u1ec7p \u0111i xa, \u0111i b\u1ec1n, t\u0103ng c\u01b0\u1eddng s\u1ee9c c\u1ea1nh tranh v\u00e0 th\u00fac \u0111\u1ea9y s\u1ef1 ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng trong t\u01b0\u01a1ng lai.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 kho b\u00e1u qu\u00fd gi\u00e1 m\u00e0 doanh nghi\u1ec7p n\u00e0o c\u0169ng mu\u1ed1n g\u00ecn gi\u1eef l\u00e2u d\u00e0i nh\u1ea5t c\u00f3 th\u1ec3. Net Promoter Score (NPS) l\u00e0 m\u1ed9t trong nh\u1eefng th\u01b0\u1edbc \u0111o ph\u1ed5 bi\u1ebfn \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a h\u1ecd.&nbsp; Kh\u00e1m ph\u00e1 b\u00e0i vi\u1ebft [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":7256,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[21,17],"tags":[],"ppma_author":[57],"class_list":["post-7254","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc-kinh-doanh","category-quan-tri-muc-tieu"],"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>NPS l\u00e0 g\u00ec? &quot;Ch\u1ec9 s\u1ed1 v\u00e0ng&quot; gi\u00fap doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/title>\n<meta name=\"description\" content=\"NPS l\u00e0 g\u00ec? \u0110o l\u01b0\u1eddng s\u1ef1 trung th\u00e0nh kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 v\u1edbi Net Promoter Score. 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