{"id":3067,"date":"2021-09-13T08:00:01","date_gmt":"2021-09-13T00:00:01","guid":{"rendered":"https:\/\/blog.bestcem.com\/?p=3067"},"modified":"2021-09-08T14:31:37","modified_gmt":"2021-09-08T06:31:37","slug":"%e7%9c%8b%e8%a7%81%e4%ba%86%e4%bb%80%e4%b9%88%e5%8d%b4%e4%b8%8d%e7%9f%a5%e9%81%93%e4%b8%ba%e4%bb%80%e4%b9%88%ef%bc%9f%e5%85%b3%e4%ba%8enps%e4%bd%a0%e9%9c%80","status":"publish","type":"post","link":"https:\/\/www.bestcem.com\/blog\/%e7%9c%8b%e8%a7%81%e4%ba%86%e4%bb%80%e4%b9%88%e5%8d%b4%e4%b8%8d%e7%9f%a5%e9%81%93%e4%b8%ba%e4%bb%80%e4%b9%88%ef%bc%9f%e5%85%b3%e4%ba%8enps%e4%bd%a0%e9%9c%80\/","title":{"rendered":"\u770b\u89c1\u4e86\u201c\u4ec0\u4e48\u201d\u5374\u4e0d\u77e5\u9053\u201c\u4e3a\u4ec0\u4e48\u201d\uff1f\u5173\u4e8eNPS\u4f60\u9700\u8981\u77e5\u9053\u66f4\u591a"},"content":{"rendered":"<blockquote>\n<p style=\"text-align: center;\">\u201cNPS\u5206\u6570\u8fbe\u5230\u591a\u5c11\u7b97\u597d?\u201d<\/p>\n<p style=\"text-align: center;\">\u6211\u4eec\u597d\u50cf\u5f88\u96be\u7ed9\u5230\u4e00\u4e2a\u51c6\u786e\u7684\u7b54\u590d\u3002<\/p>\n<\/blockquote>\n<p>\u6839\u636e\u6613\u8f66\u7814\u7a76\u9662\u8c03\u7814\u6570\u636e\u663e\u793a\uff0c2020\u5e74\uff0c\u4e2d\u56fd\u4e58\u7528\u8f66\u6574\u4f53\u54c1\u724c\u51c0\u63a8\u8350\u7387\u4e3a14.89%\uff0c2021\u5e74\u5347\u81f318.04%\u3002 \u800c\u7eb5\u89c2\u5176\u4ed6\u884c\u4e1a\uff0cNPS\u503c\u5374\u8981\u8fdc\u9ad8\u4e8e\u4e2d\u56fd\u4e58\u7528\u8f66\u7684\u8fd9\u4e2a\u6807\u51c6\uff0c\u53ef\u89c1\uff0c\u7528\u7edf\u4e00\u56fa\u5b9a\u7684NPS\u6807\u51c6\u53bb\u8bc4\u4ef7\u4e00\u5bb6\u516c\u53f8\u3001\u4e00\u4e2a\u4ea7\u54c1\u6216\u67d0\u9879\u670d\u52a1\u7684\u597d\u574f\u662f\u4e0d\u79d1\u5b66\u7684\u3002<\/p>\n<p><img loading=\"lazy\" class=\"aligncenter wp-image-3068\" src=\"https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142234.jpg\" alt=\"\" width=\"500\" height=\"124\" srcset=\"https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142234.jpg 968w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142234-300x74.jpg 300w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142234-768x190.jpg 768w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142234-242x60.jpg 242w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/p>\n<p>\u6240\u4ee5\uff0c\u4f01\u4e1a\u505aNPS\u8c03\u7814\u800c\u6765\u7684\u7ed3\u679c\uff0c\u5230\u5e95\u600e\u4e48\u7528\u624d\u5408\u7406\u5462?\u8ba9\u6211\u4eec\u4ece\u5934\u8bf4\u8d77\uff1a<\/p>\n<h4># \u4ec0\u4e48\u662fNPS?<\/h4>\n<p>NPS\uff0c\u4e5f\u53eb\u51c0\u63a8\u8350\u503c\uff0c\u7528\u4e8e\u8ba1\u91cf\u5ba2\u6237\u5411\u4ed6\u4eba\u63a8\u8350\u67d0\u4f01\u4e1a\u4ea7\u54c1\u6216\u670d\u52a1\u610f\u613f\u7684\u6307\u6570\uff0c\u8ba1\u7b97\u516c\u5f0f\u4e3a\uff1a<\/p>\n<p>NPS=(\u63a8\u8350\u8005\u6570\/\u603b\u6837\u672c\u6570)\u00d7100% -(\u8d2c\u635f\u8005\u6570\/\u603b\u6837\u672c\u6570)\u00d7100%<\/p>\n<p>\u6bd4\u5982\u6211\u4eec\u5e38\u89c1\u7684\u4e00\u79cdNPS\u9898\u578b\u2014\u2014\u201c\u4f60\u6709\u591a\u5927\u53ef\u80fd\u628a\u6211\u4eec\u7684\u4ea7\u54c1\u63a8\u8350\u7ed9\u670b\u53cb\u6216\u540c\u4e8b?\u8bf7\u4ece0-10\u5206\u6253\u5206\u201d\u3002<\/p>\n<p><img loading=\"lazy\" class=\"aligncenter wp-image-3069\" src=\"https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142241.jpg\" alt=\"\" width=\"500\" height=\"218\" srcset=\"https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142241.jpg 956w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142241-300x131.jpg 300w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142241-768x334.jpg 768w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142241-138x60.jpg 138w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/p>\n<p>\u7b80\u5355\u6765\u8bf4\uff0cNPS\u53ef\u4ee5\u8861\u91cf\u4ea7\u54c1\u4e0e\u670d\u52a1\u80fd\u5426\u771f\u6b63\u83b7\u5f97\u7528\u6237\u8ba4\u53ef\u7684\u91cd\u8981\u6807\u51c6\uff1a<\/p>\n<ul>\n<li>\u25b6 \u63a8\u8350\u8005\uff0c\u4f1a\u7ee7\u7eed\u8d2d\u4e70\u5e76\u4e14\u63a8\u8350\u7ed9\u5176\u4ed6\u4eba\uff0c\u800c\u590d\u8d2d\u548c\u63a8\u8350\u4f1a\u52a0\u901f\u4f60\u7684\u6210\u957f;<\/li>\n<li>\u25b6 \u8d2c\u635f\u8005\uff0c\u80fd\u7834\u574f\u4f60\u7684\u54c1\u724c\u53e3\u7891\uff0c\u800c\u8d1f\u9762\u7684\u53e3\u7891\u4f1a\u963b\u6b62\u4f60\u7684\u6210\u957f\u3002<\/li>\n<\/ul>\n<p>\u6240\u4ee5\uff0cNPS\u66f4\u80fd\u4f53\u73b0\u7528\u6237\u7684\u884c\u4e3a\uff0c\u7528\u5b83\u6765\u9884\u6d4b\u91cd\u590d\u8d2d\u4e70\u3001\u672a\u6765\u65b0\u589e\u6d88\u8d39\u7b49\u66f4\u51c6\u786e\u3002<\/p>\n<h4># NPS\u6709\u4ec0\u4e48\u7528?<\/h4>\n<ul>\n<li>\u25b6 \u4ece\u7ba1\u7406\u76ee\u6807\u4e0a\u770b\uff1aNPS\u8c03\u7814\u53ef\u4ee5\u53cd\u5e94\u7528\u6237\u5c06\u4ea7\u54c1\u63a8\u8350\u7ed9\u4ed6\u4eba\u7684\u610f\u613f\u7a0b\u5ea6\uff0c\u4ee5\u6b64\u6765\u4f53\u73b0\u5ba2\u6237\u662f\u5426\u5bf9\u4f60\u7684\u4ea7\u54c1\u771f\u6b63\u6ee1\u610f;<\/li>\n<li>\u25b6 \u4ece\u7ba1\u7406\u6210\u6548\u4e0a\u770b\uff1aNPS\u7740\u91cd\u4e86\u89e3\u5ba2\u6237\u5bf9\u516c\u53f8\u3001\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u6574\u4f53\u611f\u53d7\uff0c\u662f\u6d88\u8d39\u8005\u5fe0\u8bda\u5ea6\u6307\u6807\u4e2d\u4e0e\u5546\u4e1a\u7ed3\u679c\u4e2d\u8054\u7cfb\u6700\u4e3a\u7d27\u5bc6\u7684\u6307\u6807\uff0c\u56e0\u800c\u5f88\u591a\u4f01\u4e1a\u4e5f\u5c06\u5176\u4f5c\u4e3a\u8bc4\u4f30\u5ba2\u6237\u4f53\u9a8c\u7684\u5317\u6781\u661f\u6307\u6807\u3002<\/li>\n<\/ul>\n<p>\u7ecf\u8fc7\u4f17\u591a\u884c\u4e1a\u3001\u4f01\u4e1a\u7684\u9a8c\u8bc1\uff0cNPS\u7684\u63d0\u9ad8\u4f1a\u5e26\u6765\u4e1a\u7ee9\u7684\u63d0\u5347\uff0c\u5e02\u573a\u8868\u73b0\u7684\u63d0\u5347\uff0c\u4ee5\u53ca\u5458\u5de5\u6ee1\u610f\u5ea6\u7684\u63d0\u5347\u7b49\u6b63\u9762\u5b9e\u9645\u6548\u76ca\u3002 \u4ee5\u94f6\u884c\u4e1a\u4e3a\u4f8b\uff1a\u62db\u5546\u94f6\u884c\u5168\u91cf\u5ba2\u7fa4NPS\u6bcf\u63d0\u9ad81\u5206\uff0c\u53ef\u4ee5\u5e26\u67651\u4e07\u591a\u7684AUM(\u5e73\u5747\u5ba2\u6237\u8d44\u4ea7)\u589e\u91cf;\u79c1\u94bb\u5ba2\u7fa4NPS\u6bcf\u63d0\u9ad81\u5206\uff0c\u53ef\u4ee5\u5e26\u676559\u4e07\u591a\u7684AUM(\u5e73\u5747\u5ba2\u6237\u8d44\u4ea7)\u589e\u91cf\u3002<\/p>\n<p><img loading=\"lazy\" class=\"aligncenter wp-image-3040\" src=\"https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/1_lVSOWpg45ItNAZ3ydZ_pdA.jpeg\" alt=\"\" width=\"500\" height=\"185\" srcset=\"https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/1_lVSOWpg45ItNAZ3ydZ_pdA.jpeg 684w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/1_lVSOWpg45ItNAZ3ydZ_pdA-300x111.jpeg 300w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/1_lVSOWpg45ItNAZ3ydZ_pdA-162x60.jpeg 162w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/p>\n<p><strong>\u4f46\u662f\uff0c\u5f88\u591a\u4f01\u4e1a\u5f00\u59cb\u505aNPS\uff0c\u4ec5\u4ec5\u53ea\u662f\u4e3a\u4e86\u83b7\u5f97\u4e00\u4e2a\u5f97\u5206\uff0c\u800c\u5bf9NPS\u5206\u503c\u80cc\u540e\u7684\u4ef7\u503c\u5374\u77e5\u4e4b\u751a\u5c11\u3002<\/strong><\/p>\n<h4># \u53d1\u73b0\u8d2c\u635f\u8005<\/h4>\n<p>\u5982\u679c\u4e0d\u80fd\u8ddf\u8fdbNPS\u8c03\u7814\u7684\u540e\u7eed\u95ee\u9898\uff0c\u90a3\u4e48\u4f01\u4e1a\u53ea\u662f\u77e5\u9053\u6709\u591a\u5c11\u5ba2\u6237\u4f1a\u63a8\u8350\u6216\u4e0d\u4f1a\u63a8\u8350\u8fd9\u4e2a\u201c\u7ed3\u679c\u201d\uff0c\u800c\u4e0d\u77e5\u9053\u201c\u4e3a\u4ec0\u4e48\u201d\u3002<\/p>\n<p><strong>\u25b6 \u4e3e\u4e2a\u4f8b\u5b50\uff1a<\/strong>\u5982\u679c\u201c\u8d2c\u635f\u8005\u201d\u6240\u5360\u6bd4\u4f8b\u5c0f\uff0c\u6216\u8005\u6ca1\u6709\u76f4\u63a5\u8fdb\u884c\u6295\u8bc9\uff0c\u4f01\u4e1a\u751a\u81f3\u4f1a\u5ffd\u7565\u8fd9\u90e8\u5206\u4eba\u3002 \u793e\u4ea4\u5a92\u4f53\u7684\u98de\u901f\u53d1\u5c55\uff0c\u6211\u4eec\u90fd\u6df1\u523b\u611f\u53d7\u5230\u5728\u7ebf\u8bc4\u8bba\u5177\u6709\u5de8\u5927\u7684\u5f71\u54cd\u529b\uff0c\u65e0\u8bba\u662f\u6dd8\u5b9d\u3001\u4eac\u4e1c\uff0c\u8fd8\u662f\u5c0f\u7ea2\u4e66\u3001\u5927\u4f17\u70b9\u8bc4\u3001\u7f8e\u56e2\uff0c\u597d\u8bc4\u6216\u8005\u5dee\u8bc4\u53ef\u4ee5\u76f4\u63a5\u5f71\u54cd\u4e00\u4e2a\u6d88\u8d39\u8005\u7684\u8d2d\u4e70\u51b3\u7b56\u3002<\/p>\n<p><img loading=\"lazy\" class=\"aligncenter wp-image-3070\" src=\"https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142255.jpg\" alt=\"\" width=\"450\" height=\"713\" srcset=\"https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142255.jpg 592w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142255-189x300.jpg 189w, https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/09\/\u5fae\u4fe1\u56fe\u7247_20210908142255-38x60.jpg 38w\" sizes=\"(max-width: 450px) 100vw, 450px\" \/><\/p>\n<p>NPS\u8c03\u7814\u662f\u54c1\u724c\u53d1\u73b0\u8d2c\u635f\u8005\u7684\u4e00\u79cd\u65b9\u5f0f\uff0c\u5c06\u8d2c\u635f\u8005\u8f6c\u53d8\u4e3a\u63a8\u8350\u8005\u662f\u6709\u6548\u589e\u52a0\u4f01\u4e1a\u6536\u5165\u7684\u4e00\u4e2a\u91cd\u8981\u7684\u65b9\u5f0f\u3002<\/p>\n<p>\u5982\u679c\u4f01\u4e1a\u8ba4\u4e3a\u81ea\u5df1\u53ef\u4ee5\u4ec5\u4ece\u5fe0\u5b9e\u5ba2\u6237\u8eab\u4e0a\u83b7\u5229\uff0c\u8fd9\u79cd\u601d\u60f3\u662f\u5f88\u5371\u9669\u7684\u3002\u867d\u7136\u90a3\u4e9b\u4f5c\u4e3a\u201c\u63a8\u8350\u8005\u201d\u7684\u5ba2\u6237\u786e\u5b9e\u4f1a\u5199\u6b63\u9762\u7684\u8bc4\u8bba\uff0c\u4f46\u4eba\u4eec\u516c\u5f00\u5206\u4eab\u8d1f\u9762\u4f53\u9a8c\u7684\u53ef\u80fd\u6027\u6bd4\u6b63\u9762\u4f53\u9a8c\u66f4\u80fd\u5f71\u54cd\u6f5c\u5ba2\u3002<\/p>\n<p><strong>\u25b6 \u4e3e\u4e2a\u4f8b\u5b50\uff1a<\/strong>\u8c03\u67e5\u663e\u793a\uff0c75%\u7684\u53d7\u8bbf\u8005\u5728\u9884\u8ba2\u9152\u5e97\u524d\u4f1a\u5148\u67e5\u770b\u70b9\u8bc4\u7f51\u7ad9\u7684\u76f8\u5173\u9152\u5e97\u8bc4\u8bba\uff0c\u8fd9\u5176\u4e2d53%\u7684\u4eba\u4e0d\u4f1a\u9884\u8ba2\u96f6\u8bc4\u8bba\u7684\u9152\u5e97\u3002\u4f46\u662f\uff0c\u8d2c\u635f\u8005\u5e76\u4e0d\u662f\u4f01\u4e1a\u7684\u654c\u4eba\uff0c\u66f4\u4e0d\u662f\u8981\u88ab\u653e\u5f03\u7684\u90a3\u90e8\u5206\u5ba2\u6237\uff0c\u4ed6\u4eec\u53ea\u662f\u6682\u65f6\u6ca1\u6709\u4ece\u4f01\u4e1a\u7684\u4ea7\u54c1\u4e2d\u83b7\u5f97\u8db3\u591f\u7684\u4ef7\u503c\u3002<\/p>\n<p>\u901a\u8fc7NPS\u8c03\u7814\uff0c\u4f01\u4e1a\u53ef\u4ee5\u53d1\u6398\u4f01\u4e1a\u7684\u201c\u8d2c\u635f\u8005\u201d\uff0c\u5c3d\u7ba1\u8fd9\u79cd\u53cd\u9988\u4e0d\u662f\u90a3\u4e48\u4ee4\u4eba\u6b23\u559c\u3002\u4f46\u4f01\u4e1a\u53ef\u4ee5\u77e5\u9053\u201c\u8d2c\u635f\u8005\u201d\u5230\u5e95\u662f\u8c01\uff0c\u8fd9\u610f\u5473\u7740\u4f01\u4e1a\u6709\u673a\u4f1a\u4e0e\u4ed6\u4eec\u8054\u7cfb\u5e76\u626d\u8f6c\u4ed6\u4eec\u7684\u6001\u5ea6\u3002<\/p>\n<h4>#\u5982\u4f55\u626d\u8f6c\u201c\u8d2c\u635f\u8005\u201d\u6001\u5ea6<\/h4>\n<p>\u6211\u4eec\u5f80\u5f80\u5728NPS\u8c03\u7814\u540e\uff0c\u4f1a\u5411\u5ba2\u6237\u8be2\u95ee\u5f00\u653e\u5f0f\u7684\u540e\u7eed\u95ee\u9898\u6765\u6536\u96c6\u5b9a\u6027\u6570\u636e\uff0c\u901a\u8fc7\u5206\u6790\u8fd9\u4e9b\u7b54\u6848\u5e2e\u52a9\u4f01\u4e1a\u627e\u51fa\u4e0d\u6ee1\u610f\u7684\u539f\u56e0\u3002 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