\u901a\u5e38\u6765\u8bf4\uff0c\u5ba2\u6237\u4f53\u9a8c\u5c31\u662f\u5ba2\u6237\u4e0e\u4f01\u4e1a\u53ca\u5176\u4ea7\u54c1\u548c\u670d\u52a1\u7684\u6240\u6709\u4e92\u52a8\u7684\u6574\u4f53\u8d28\u91cf\uff0c\u5305\u62ec\u4f46\u4e0d\u4ec5\u9650\u4e8e\u5ba2\u6237\u670d\u52a1\u3001\u4ea7\u54c1\u4ea4\u4ed8\u3001\u4ea7\u54c1\u4f7f\u7528\u3001\u5e7f\u544a\u3001\u54c1\u724c\u3001\u9500\u552e\u6d41\u7a0b\u3001\u5b9a\u4ef7\u3002\u597d\u7684\u4f53\u9a8c\u5e26\u6765\u7684\u5ba2\u6237\u5fe0\u8bda\uff0c\u751a\u81f3\u6709\u201c\u5fe0\u5b9e\u5ba2\u6237\u7684\u4ef7\u503c\u662f\u65b0\u5ba2\u6237\u4ef7\u503c\u768410\u500d\u201d\u8fd9\u6837\u7684\u8bf4\u6cd5\uff0c\u8db3\u4ee5\u89c1\u5f97\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u7684\u91cd\u8981\u6027\u3002\u800c\u5728\u8fd9\u4e4b\u524d\uff0c\u4f60\u5f97\u5148\u77e5\u9053\uff0c\u5728\u5ba2\u6237\u5fc3\u4e2d\u4ed6\u4eec\u662f\u5982\u4f55\u770b\u5f85\u5ba2\u6237\u4f53\u9a8c\u8fd9\u4ef6\u4e8b\u3002<\/p>\n
\u9664\u4e86\u6211\u4eec\u5e38\u63d0\u5230\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6CSAT(Customer Satisfaction)\u548c\u51c0\u63a8\u8350\u503cNPS(Net Promoter Score)\uff0c\u8fd8\u6709\u4e00\u4e2a\u76f8\u5bf9\u6bd4\u8f83\u65b0\u5174\u7684\u7814\u7a76\u65b9\u5411\uff0c\u5c31\u662f\u5ba2\u6237\u8d39\u529b\u5ea6CES(Customer Effort Score)\uff0c\u4f46\u90fd\u5c5e\u4e8e\u7528\u6765\u8ddf\u8e2a\u548c\u8bc4\u4f30\u5ba2\u6237\u4f53\u9a8c\u5de5\u4f5c\u7684\u6709\u6548\u6027\u7684\u6307\u6807\uff0c\u63a5\u4e0b\u6765\u6211\u4eec\u5c31\u8fd9\u4e09\u4e2a\u6838\u5fc3\u6307\u6807\uff0c\u804a\u804a\u4ed6\u4eec\u662f\u5982\u4f55\u4f7f\u7528\u7684\uff0c\u4ee5\u53ca\u4ed6\u4eec\u4e4b\u95f4\u7684\u533a\u522b\u3002<\/p>\n
\u968f\u7740\u5e02\u573a\u7ade\u4e89\u7684\u6108\u52a0\u6fc0\u70c8\uff0c\u5404\u884c\u5404\u4e1a\u5bf9\u5ba2\u6237\u6ee1\u610f\u5ea6\u90fd\u6108\u52a0\u91cd\u89c6\uff0c\u5728\u6211\u4eec\u5728\u751f\u6d3b\u4e2d\u7684\u65b9\u65b9\u9762\u9762\u90fd\u53ef\u4ee5\u770b\u5230\u5173\u4e8e\u5ba2\u6237\u6ee1\u610f\u5ea6\u65b9\u9762\u7684\u8c03\u7814\u3002<\/p>\n
CSAT\u8981\u6c42\u7528\u6237\u8bc4\u4ef7\u5bf9\u7279\u5b9a\u4e8b\u4ef6\/\u4f53\u9a8c\u7684\u6ee1\u610f\u5ea6\uff0c\u5927\u90fd\u4f7f\u7528\u7684\u662f\u4e94\u70b9\u91cf\u8868\uff0c\u5305\u62ec\u4e94\u4e2a\u9009\u62e9\uff1a\u975e\u5e38\u6ee1\u610f\u3001\u6ee1\u610f\u3001\u4e00\u822c\u3001\u4e0d\u6ee1\u610f\u3001\u975e\u5e38\u4e0d\u6ee1\u610f\u3002<\/p>\n
\u901a\u8fc7\u8ba1\u7b97\u9009\u62e94\u5206\u548c5\u5206\u7684\u7528\u6237\u6240\u5360\u6bd4\u4f8b\u5f97\u51fa\u6700\u7ec8\u7684CSAT\u503c\u3002CSAT\u7684\u597d\u5904\u662f\u7b80\u5355\u4e14\u6269\u5c55\u6027\u5f3a\uff0c\u4f8b\u5982\u5728\u5ba2\u6237\u6253\u5f00\u7684\u67d0\u4e2a\u767b\u5f55\u9875\u9762\u6216\u662f\u5728\u62e8\u6253\u4e00\u6b21\u5ba2\u6237\u7535\u8bdd\u4e4b\u540e\uff0c\u6211\u4eec\u90fd\u53ef\u4ee5\u8bbe\u5b9a\u4e00\u4e2aCSAT\u9898\u9879\u8fdb\u884c\u6d4b\u91cf\u3002\u4f46\u5728\u8fd9\u4e2a\u8fc7\u7a0b\u4e2d\uff0c\u4e00\u5b9a\u8981\u6ce8\u610f\u95ee\u9898\u8bbe\u8ba1\u7684\u4fbf\u5229\u6027\u3001\u590d\u6742\u7a0b\u5ea6\u7b49\uff0c\u901a\u5e38\u4e0d\u8981\u8d85\u8fc73\u5206\u949f\uff0c\u5e76\u4e14\u6700\u597d\u80fd\u591f\u901a\u8fc7\u9001\u79ef\u5206\u6216\u8005\u62bd\u5956\u7684\u65b9\u5f0f\u5bf9\u53c2\u4e0e\u7684\u5ba2\u6237\u8868\u793a\u611f\u8c22\u3002<\/p>\n
\u5728\u5206\u6790\u7ed3\u679c\u65f6\u5fc5\u987b\u8981\u8003\u8651\u5230\u201c\u6df1\u5c42\u539f\u56e0\u201d\u3002\u8bbe\u60f3\u4e00\u4e0b\uff0c\u5982\u679c\u4e00\u4e2a\u5ba2\u6237\u5bf9\u4ea7\u54c1\u6216\u8005\u670d\u52a1\u7684\u8fd9\u4e2a\u73af\u8282\u6ee1\u610f\u6216\u4e0d\u6ee1\u610f\uff0c\u5927\u6982\u4f1a\u662f\u54ea\u4e9b\u56e0\u7d20\u9020\u6210\u7684?\u8fd9\u4e9b\u56e0\u7d20\u4e4b\u95f4\u7684\u5173\u7cfb\u6216\u6743\u91cd\u5206\u522b\u662f\u4ec0\u4e48?\u4ee5\u6b64\u53ef\u4ee5\u5f97\u5230\u6211\u4eec\u9700\u8981\u5173\u5fc3\u7684\u5177\u4f53\u7ec6\u8282\u3002<\/p>\n
\u5f53\u7136\uff0cCSAT\u8fd9\u4e2a\u8861\u91cf\u6307\u6807\u4e5f\u5b58\u5728\u4ee5\u4e0b\u51e0\u4e2a\u95ee\u9898\uff1a<\/p>\n
\u9996\u5148\uff0c\u4eba\u4eec\u5f88\u5bb9\u6613\u5728\u4e2d\u7b49\u8303\u56f4\u5185\u56de\u7b54\u95ee\u9898\uff0c\u5982\u679c\u65e0\u6cd5\u5f15\u5bfc\u5ba2\u6237\u771f\u6b63\u53c2\u4e0e\u8bc4\u5206\uff0c\u6837\u672c\u7ed3\u679c\u5f88\u53ef\u80fd\u65e0\u6cd5\u7ed9\u4f01\u4e1a\u5e26\u6765\u771f\u5b9e\u7684\u53cd\u9988\uff0c\u8fd9\u4e9b\u53cd\u9988\u5bf9\u8fdb\u4e00\u6b65\u63d0\u5347\u5b8c\u5168\u6ca1\u6709\u4f5c\u7528\u3002<\/p>\n
\u5176\u6b21\uff0c\u5373\u4f7f\u5728\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f88\u9ad8\u7684\u60c5\u51b5\u4e0b\uff0c\u4f60\u4f9d\u7136\u6709\u53ef\u80fd\u906d\u9047\u5230\u5ba2\u6237\u62d2\u7edd\u7eed\u7b7e\u3002\u8fd9\u662f\u56e0\u4e3a\u6ee1\u610f\u5ea6\u5e76\u4e0d\u76f4\u63a5\u4e0e\u5ba2\u6237\u5fe0\u8bda\u5ea6\u76f8\u5173\u8054\u3002\u8bd5\u60f3\uff0c\u867d\u7136\u4f60\u7684\u5ba2\u6237\u5f97\u5230\u4e86\u5f88\u597d\u7684\u5ba2\u6237\u670d\u52a1\uff0c\u4f46\u662f\u4ed6\u4eec\u53ef\u80fd\u4ecd\u65e7\u4f1a\u56e0\u4e3a\u9700\u8981\u8054\u7cfb\u5ba2\u670d\u8fd9\u4e00\u4e8b\u5b9e\u611f\u5230\u4e0d\u5f00\u5fc3\u3002<\/p>\n
\u51c0\u63a8\u8350\u503c\u6700\u65e9\u662f\u7531\u8d1d\u6069\u54a8\u8be2\u4f01\u4e1a\u5ba2\u6237\u5fe0\u8bda\u5ea6\u4e1a\u52a1\u7684\u521b\u59cb\u4eba\u4f5b\u745e\u5fb7\u00b7\u8d56\u514b\u970d\u5fb3(Fred Reichheld)\u57282003\u63d0\u51fa\uff0c\u5b83\u901a\u8fc7\u6d4b\u91cf\u7528\u6237\u7684\u63a8\u8350\u610f\u613f\uff0c\u4ece\u800c\u4e86\u89e3\u7528\u6237\u7684\u5fe0\u8bda\u5ea6\u3002<\/p>\n
\u505a\u51c0\u63a8\u8350\u503c\u7684\u8c03\u7814\u6bd4\u8f83\u7b80\u5355\uff0c\u53ea\u9700\u8981\u4e00\u4e2a\u95ee\u9898\uff1a\u201c\u60a8\u662f\u5426\u4f1a\u613f\u610f\u5c06XXX(\u4f01\u4e1a\u6216\u8005\u4ea7\u54c1)\u63a8\u8350\u7ed9\u60a8\u7684\u670b\u53cb\u6216\u8005\u540c\u4e8b\u5417?\u201d\u7136\u540e\u6839\u636e\u613f\u610f\u63a8\u8350\u7684\u7a0b\u5ea6\u8ba9\u5ba2\u6237\u57280\uff5e10\u4e4b\u95f4\u6253\u5206\u5e76\u6839\u636e\u5f97\u5206\u60c5\u51b5\u6765\u5224\u65ad\u4e09\u79cd\u5ba2\u6237\uff1a<\/p>\n
\u63a8\u8350\u8005Promoters(\u5f97\u5206\u57289\uff5e10\u4e4b\u95f4)\uff1a\u662f\u5177\u6709\u72c2\u70ed\u5fe0\u8bda\u5ea6\u7684\u4eba\uff0c\u4ed6\u4eec\u4f1a\u7ee7\u7eed\u8d2d\u4e70\u5e76\u5f15\u8350\u7ed9\u5176\u4ed6\u4eba<\/p>\n
\u88ab\u52a8\u8005Passives(\u5f97\u5206\u57287\uff5e8\u4e4b\u95f4)\uff1a\u603b\u4f53\u6ee1\u610f\u4f46\u5e76\u4e0d\u72c2\u70ed\uff0c\u5c06\u4f1a\u8003\u8651\u5176\u4ed6\u7ade\u4e89\u5bf9\u624b\u7684\u4ea7\u54c1<\/p>\n
\u8d2c\u635f\u8005Detractors(\u5f97\u5206\u5728 0\uff5e6\u4e4b\u95f4)\uff1a\u4f7f\u7528\u5e76\u4e0d\u6ee1\u610f\u6216\u8005\u5bf9\u4f60\u7684\u4f01\u4e1a\u6ca1\u6709\u5fe0\u8bda\u5ea6<\/p>\n
\u51c0\u63a8\u8350\u503c(NPS)=(\u63a8\u8350\u8005\u6570\/\u603b\u6837\u672c\u6570)\u00d7100%-(\u8d2c\u635f\u8005\u6570\/\u603b\u6837\u672c\u6570)\u00d7100%<\/p>\n
NPS\u8be2\u95ee\u7684\u662f\u610f\u613f\u800c\u4e0d\u662f\u60c5\u611f\uff0c\u5bf9\u7528\u6237\u6765\u8bf4\u66f4\u5bb9\u6613\u56de\u7b54\uff0c\u4e14\u76f8\u6bd4\u4e8eCSAT\uff0c\u8fd9\u4e2a\u6307\u6807\u66f4\u4e3a\u76f4\u89c2\uff0c\u4e0d\u4ec5\u76f4\u63a5\u53cd\u5e94\u4e86\u5ba2\u6237\u5bf9\u4f01\u4e1a\u7684\u5fe0\u8bda\u5ea6\u548c\u8d2d\u4e70\u610f\u613f\uff0c\u800c\u4e14\u5728\u4e00\u5b9a\u7a0b\u5ea6\u4e0a\u53ef\u4ee5\u770b\u5230\u4f01\u4e1a\u5f53\u524d\u548c\u672a\u6765\u4e00\u6bb5\u65f6\u95f4\u7684\u53d1\u5c55\u8d8b\u52bf\u548c\u6301\u7eed\u76c8\u5229\u80fd\u529b\u3002<\/p>\n
\u5982\u679c\u8c03\u7814\u53d1\u73b0\u51c0\u63a8\u8350\u503c\u7684\u5f97\u5206\u503c\u572850%\u4ee5\u4e0a\u53ef\u4ee5\u88ab\u8ba4\u4e3a\u5ba2\u6237\u5bf9\u4f60\u7684\u611f\u77e5\u8f83\u597d\uff0c\u800c\u5982\u679c\u51c0\u63a8\u8350\u503c\u7684\u5f97\u5206\u503c\u572870\uff5e80%\u4e4b\u95f4\u5219\u8bc1\u660e\u4f01\u4e1a\u62e5\u6709\u4e00\u6279\u9ad8\u5fe0\u8bda\u5ea6\u7684\u597d\u5ba2\u6237\u3002<\/p>\n
\u4e0e\u6b64\u540c\u65f6\uff0c\u6211\u4eec\u9700\u8981\u6ce8\u610f\uff0c\u56e0\u4e3a\u8fd9\u4e2a\u8c03\u67e5\u53cd\u6620\u7684\u662f\u5ba2\u6237\u7684\u63a8\u8350\u610f\u613f\uff0c\u4f46\u5ba2\u6237\u53ef\u80fd\u4f1a\u56e0\u4e3a\u5404\u79cd\u539f\u56e0\u800c\u7ed9\u51fa\u4e0d\u591f\u51c6\u786e\u7684\u7b54\u6848\u6216\u8005\u5c31\u7b97\u6253\u4e86\u9ad8\u5206\u7684\u5ba2\u6237\u4e5f\u53ef\u80fd\u6ca1\u6709\u52a8\u529b\u53bb\u4ed8\u8bf8\u5b9e\u8df5\u3002\u4ed6\u4e0d\u80fd\u591f\u5b8c\u5168\u53d6\u4ee3\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\uff0c\u4f60\u4e5f\u5f88\u96be\u76f4\u63a5\u64cd\u63a7\u63d0\u5347NPS\uff0c\u6700\u597d\u662f\u4f5c\u4e3a\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u4e00\u90e8\u5206\u6765\u8fdb\u884c\u8c03\u7814\uff0c\u5982\u679c\u4f60\u63d0\u9ad8\u4e86\u5ba2\u6237\u7684\u6ee1\u610f\u5ea6(CSAT)\uff0c\u5c06\u4f1a\u53cd\u8fc7\u6765\u63d0\u9ad8\u4f60\u7684NPS\u5f97\u5206\u3002<\/p>\n
\u5ba2\u6237\u8d39\u529b\u5ea6\u8fd9\u4e2a\u6982\u5ff5\u57282010\u5e74\u5728\u300a\u54c8\u4f5b\u5546\u4e1a\u8bc4\u8bba\u300b\u4e2d\u88ab\u63d0\u51fa\uff0c\u6309\u5b57\u9762\u610f\u601d\u7406\u89e3\uff0c\u201c\u5ba2\u6237\u8d39\u529b\u5ea6\u201d\u662f\u8ba9\u7528\u6237\u8bc4\u4ef7\u4f7f\u7528\u67d0\u4ea7\u54c1\/\u670d\u52a1\u6765\u89e3\u51b3\u95ee\u9898\u7684\u56f0\u96be\u7a0b\u5ea6\u3002<\/p>\n
\u6839\u636eOracle\u7684\u4e00\u9879\u7814\u7a76\uff0c82%\u7684\u4eba\u628a\u4ed6\u4eec\u7684\u8d2d\u4e70\u7ecf\u5386\u63cf\u8ff0\u4e3a\u201c\u82b1\u8d39\u592a\u591a\u7684\u52aa\u529b\u201d\uff0cCES\u80cc\u540e\u7684\u7406\u8bba\u5c31\u662f\uff0c\u5e94\u8be5\u60f3\u529e\u6cd5\u51cf\u5c11\u5ba2\u6237\u4e3a\u4e86\u89e3\u51b3\u95ee\u9898\u800c\u4ed8\u51fa\u7684\u52aa\u529b\u3002CES\u53ef\u4ee5\u5e2e\u52a9\u4f60\u627e\u51fa\u53ef\u4f18\u5316\u7684\u65b9\u5411\uff0c\u66f4\u5bb9\u6613\u7406\u89e3\u5728\u54ea\u91cc\u8fdb\u884c\u6539\u5584\uff0c\u8f83\u4f4e\u7684\u8d39\u529b\u5ea6\u4e5f\u4e0e\u5ba2\u6237\u7eed\u7b7e\u76f4\u63a5\u76f8\u5173\uff0c\u4ece\u800c\u589e\u52a0\u5ba2\u6237\u7684\u751f\u547d\u5468\u671f\u4ef7\u503c\u3002<\/p>\n
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