{"id":66946,"date":"2020-05-13T17:40:42","date_gmt":"2020-05-13T09:40:42","guid":{"rendered":"https:\/\/uxren.cn\/?p=66946"},"modified":"2020-06-30T10:44:04","modified_gmt":"2020-06-30T02:44:04","slug":"zhuxishuoshenmidenpsnipusazhinan","status":"publish","type":"post","link":"https:\/\/www.uxren.cn\/?p=66946","title":{"rendered":"\u5bf6\u73e0\u620f\u8bf4\u795e\u79d8\u7684NPS"},"content":{"rendered":"<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/baozhu-nps-daotu-00.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67335\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/baozhu-nps-daotu-00.png\" alt=\"\" width=\"1000\" height=\"696\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/baozhu-nps-daotu-00.png 710w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/baozhu-nps-daotu-00-300x209.png 300w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/a><\/p>\n<p><strong>\u4f5c\u8005\uff1a\u5bf6\u73e0\uff08UXRen\u793e\u533a\u521b\u59cb\u4eba\uff0c\u7528\u6237\u7814\u7a76\u4e13\u5bb6\uff09<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>2019\u5e7412\u6708\uff0c\u9646\u5947\u5728\u6e56\u7554\u5927\u5b66\u4e0a\u5f00\u8bb2\u300a\u5982\u4f55\u89e3\u6784\u4e00\u5bb6\u4f01\u4e1a\uff1f\u300b\u65f6\u63d0\u5230NPS\u7684\u4ef7\u503c\u3002<\/p>\n<blockquote>\n<h5>\u8861\u91cf\u4ea7\u54c1\u7684\u4f53\u9a8c\u597d\u4e0d\u597d\uff0c\u4ee5\u6211\u4e2a\u4eba\u7ecf\u9a8c\uff0c\u53ea\u6709\u4e00\u4e2a\u4e0d\u53ef\u66ff\u4ee3\u7684\u6307\u6807\u2014\u2014NPS\uff08\u51c0\u63a8\u8350\u503c\uff09\u3002<\/h5>\n<\/blockquote>\n<p>\u56e0\u4e3a\u8fd9\u7bc7\u6587\u7ae0\u6709\u70b9\u957f\uff0c\u6240\u4ee5\u52a0\u4e00\u4e2a\u76ee\u5f55\uff0c\u65b9\u4fbf\u5927\u5bb6\u9884\u89c8\u548c\u5feb\u901f\u8df3\u8f6c\uff1a<\/p>\n<ol>\n<li><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"#menu1\"><strong>\u4ec0\u4e48\u662fNPS\uff1f<\/strong><\/a><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"#menu2\"><strong>NPS\u7f18\u4f55\u8bde\u751f\uff1f<\/strong><\/a><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"#menu3\"><strong>\u201c\u7ea2\u7c89\u201dvs\u201c\u9ed1\u7c89\u201d<\/strong><\/a><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"#menu4\"><strong>NPS\u4e3a\u4ec0\u4e48\u76db\u884c\uff1f<\/strong><\/a><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"#menu5\"><strong>\u8c01\u5728\u7528NPS\uff1f<\/strong><\/a><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"#menu6\"><strong>\u6709\u54ea\u4e9bNPS\u884c\u4e1a\u57fa\u51c6\u53ef\u4f9b\u53c2\u8003\uff1f<\/strong><\/a><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"#menu7\"><strong>NPS\u5b9e\u8df5\u7684\u5e38\u89c1\u95ee\u9898<\/strong><\/a><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"#menu8\"><strong>\u6700\u540e<\/strong><\/a><\/span><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h2><span id=\"menu1\" style=\"color: #3366ff;\"><strong>1. \u4ec0\u4e48\u662fNPS\uff1f<\/strong><\/span><\/h2>\n<p>NPS\u7684\u82f1\u6587\u5168\u79f0\u662fNet Promoter Score\uff0c\u7ffb\u8bd1\u8fc7\u6765\u5c31\u662f<strong>\u51c0-\u63a8\u8350-\u503c<\/strong>\uff0c\u4eceScore\u8fd9\u4e2a\u5355\u8bcd\u4e5f\u80fd\u77e5\u9053\uff0cNPS\u5c31\u662f\u4e00\u4e2a\u5206\u6570\uff0c\u8ddfCSAT\u662f\u4e00\u6837\u4e00\u6837\u7684\u3002\u8fd9\u91cc\u80af\u5b9a\u5f88\u591a\u4eba\u4f1a\u95ee\u6211CSAT\u662f\u5565\uff0cCSAT\u662fCustomer Satisfaction\uff08\u7b80\u5199\u4e3aSAT\uff09\uff0c\u7ffb\u8bd1\u8fc7\u6765\u5c31\u662f\u5ba2\u6237-\u6ee1\u610f\u5ea6\uff0c\u8d1d\u6069\u516c\u53f8\uff08bain\uff09\u7684Fred Reichheld\u535a\u58eb\u521d\u521b\u8fd9\u4e2a\u6982\u5ff5\u65f6\uff0c\u5c31\u662f\u5bf9CSAT\u6709\u79cd\u79cd\u4e0d\u6ee1\uff08\u4e0b\u6587\u4f1a\u63d0\u5230\uff09\uff0c\u5728\u6ee1\u610f\u5ea6\uff08\u88ab\u52a8\u5fe0\u8bda\u5ea6\uff09\u7684\u57fa\u7840\u4e0a\u521b\u7acb\u4e86\u4e3b\u52a8\u5fe0\u8bda\u5ea6\u7684\u6982\u5ff5\u2014\u2014\u51c0\u63a8\u8350\u503c\u3002<\/p>\n<p>\u56de\u5f52\u6b63\u9898\uff0cNPS\u662f\u4e00\u9879\u8868\u5f81\u5ba2\u6237\uff08<strong>\u8fd9\u91cc\u4f60\u8bf4\u7528\u6237\u3001\u6d88\u8d39\u8005\u3001\u987e\u5ba2\u5747\u53ef<\/strong>\uff09\u5fe0\u8bda\u5ea6\u7684\u6570\u5b57\u6307\u6807\uff0c\u7528\u4e8e\u8861\u91cf\u5ba2\u6237\u5411\u4ed6\u4eba\u63a8\u8350\u4f60\u7684\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u610f\u613f\u3002NPS\u6307\u6807\u7684\u83b7\u53d6\u975e\u5e38\u7b80\u5355\uff0c\u4e5f\u5f88\u6807\u51c6\u5316\uff0c\u4f60\u4ec5\u9700\u5411\u4f60\u7684\u5ba2\u6237\u8be2\u95ee1\u4e2a\u7b80\u5355\u95ee\u9898\uff1a<\/p>\n<ul>\n<li><strong>\u4f60\u6709\u591a\u5927\u53ef\u80fd\u628a\u6211\u4eec\u7684\u54c1\u724c\/\u4ea7\u54c1\/\u670d\u52a1\u63a8\u8350\u7ed9\u5468\u56f4\u7684\u4eb2\u670b\u597d\u53cb\uff1f<\/strong><br \/>\n\u8bf7\u4ece0-10\u5206\u9009\u62e9\u7b26\u5408\u4f60\u771f\u5b9e\u610f\u613f\u7684\u5177\u4f53\u5206\u503c\u30020\u5206\u8868\u793a\u201c\u6beb\u65e0\u53ef\u80fd\u201d\uff0c10\u5206\u8868\u793a\u201c\u975e\u5e38\u6709\u53ef\u80fd\u201d\u3002<\/li>\n<\/ul>\n<p>\u7136\u540e\uff0c\u6309\u7167\u56de\u6536\u5230\u7684\u6253\u5206\u5c06\u5ba2\u6237\u5206\u4e3a\u4ee5\u4e0b3\u7ec4\uff1a<\/p>\n<ul>\n<li><strong>\u7ec41\uff08\u62539\u548c10\u5206\u7684\u5ba2\u6237\uff09\uff1a\u63a8\u8350\u8005\/\u62e5\u62a4\u8005\uff08Promoters\uff09<\/strong><br \/>\n\u8fd9\u7ec4\u90fd\u662f\u4f60\u7684\u5fe0\u5b9e\u5ba2\u6237\uff08\u7c7b\u4f3c\u4e8e\u5c0f\u7c73\u53d1\u70e7\u53cb\uff09\uff0c\u4ed6\u4eec\u5f88\u53ef\u80fd\uff08\u5230\u5e95\u6709\u591a\u53ef\u80fd\uff0c\u540e\u6587\u6709\u5177\u4f53\u7684\u6570\u5b57\u6982\u7387\uff09\u4f1a\u901a\u8fc7\u7ebf\u4e0a\u6216\u7ebf\u4e0b\u7684\u53e3\u7891\u4f20\u64ad\u52a9\u63a8\u4f60\u4ea7\u54c1\u7684\u75c5\u6bd2\u5f0f\u589e\u957f\u3002\u60f3\u60f3\u65e9\u671f\u62fc\u591a\u591a\u5feb\u901f\u53d1\u5c55\u8d77\u6765\u7684\u65f6\u5019\uff0c\u5c31\u662f\u9760\u7740\u4e2d\u8001\u5e74\u5927\u5988\u4eec\u88ab\u88f9\u631f\u7684\u201c\u63a8\u8350\u70ed\u60c5\u201d\uff0c\u5360\u9886\u4e86\u4ed6\u4eec\u7684\u670b\u53cb\u5708\u548c\u4eb2\u53cb\u7fa4\u3002<\/li>\n<li><strong>\u7ec42\uff08\u62530-6\u5206\u7684\u5ba2\u6237\uff09\uff1a\u8d2c\u635f\u8005\uff08Detractors\uff09<\/strong><br \/>\n\u8fd9\u7ec4\u662f\u4f60\u7684\u201c\u7262\u9a9a\u201d\u7528\u6237\uff0c\u4ed6\u4eec\u72e0\u72e0\u53ef\u80fd\uff08\u8fd9\u4e2a\u53ef\u80fd\u6027\u6bd4\u7ec41\u7684\u53ef\u80fd\u6027\u8981\u9ad8\u5f88\u591a\uff0c\u53ef\u80fd\u662fDouble\uff0c\u6240\u4ee5\u6211\u7528\u4e86\u72e0\u72e0\uff09\u4f1a\u901a\u8fc7\u540c\u6837\u7684\u6e20\u9053\u66dd\u5149\u4f60\u7684\u7cdf\u7cd5\u4f53\u9a8c\u6216\u670d\u52a1\u3002<br \/>\n\u8fd9\u91cc\u5fc5\u987b\u8981\u4e3e\u4e00\u4e2a\u8d1f\u9762\u53e3\u7891\u4f20\u64ad\u7684\u4f8b\u5b50\uff1a2020\u5e741\u670813\u65e5\uff0c\u738b\u5174\u5728\u81ea\u5df1\u521b\u7acb\u7684\u4ea7\u54c1\u996d\u5426\u4e0a\u53d1\u5e16\u62a8\u51fb\u767e\u5ea6app\uff0c\u800c\u4e14\u4ed6\u8fd8\u7528\u5b9e\u9645\u884c\u52a8\u201c\u5378\u8f7d\u201d\u56de\u5e94\u4e86\u4ea7\u54c1\u5e26\u7ed9\u4ed6\u7684\u201c\u6124\u6012\u201d\u3002<br \/>\n<a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/wangxing-baidu-app-uninstall-00.jpg\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-66950 size-full\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/wangxing-baidu-app-uninstall-00.jpg\" alt=\"\" width=\"728\" height=\"187\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/wangxing-baidu-app-uninstall-00.jpg 728w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/wangxing-baidu-app-uninstall-00-300x77.jpg 300w\" sizes=\"(max-width: 728px) 100vw, 728px\" \/><\/a><br \/>\n\u7136\u540e\u8fd9\u662f\u5fae\u535a\u4e0a\u7684\u70ed\u5ea6\uff1a<br \/>\n<a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/wangxing-baidu-app-uninstall-01.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-66951 size-full\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/wangxing-baidu-app-uninstall-01.png\" alt=\"\" width=\"760\" height=\"293\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/wangxing-baidu-app-uninstall-01.png 760w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/wangxing-baidu-app-uninstall-01-300x116.png 300w\" sizes=\"(max-width: 760px) 100vw, 760px\" \/><\/a><br \/>\n\u5fae\u535a\u4e0a\u7684\u4e8c\u6b21\u8bdd\u9898\u4f20\u64ad\uff0c\u5c31\u6709395\u4e07\u7684\u9605\u8bfb\u91cf\uff0c\u8fd9\u5c31\u662f\u4e00\u4f4d\u4e92\u8054\u7f51\u610f\u89c1\u9886\u8896\u7684\u8d1f\u9762\u53e3\u7891\u5f71\u54cd\u529b\u3002<\/li>\n<li><strong>\u7ec43\uff08\u62537\u548c8\u5206\u7684\u5ba2\u6237\uff09\uff1a\u88ab\u52a8\u8005\uff08Passives\uff09\u3002<\/strong><br \/>\n\u8fd9\u7ec4\u4eba\u4e3a\u4ec0\u4e48\u653e\u5728\u4e86\u6700\u540e\uff0c\u56e0\u4e3a\u8fd9\u7fa4\u4eba\u5bf9\u4f60\u7684\u4ea7\u54c1\u4e0d\u51b7\u4e0d\u70ed\uff0c\u65e2\u7136\u4ed6\u4eec\u8fd9\u4e48\u5bf9\u4f60\uff0c\u90a3NPS\u4e5f\u4f1a\u201c\u8fd8\u65bd\u5f7c\u8eab\u201d\u7684\u5bf9\u8fd9\u7fa4\u4eba\uff0c\u4f60\u770b\u540e\u9762\u7684\u8ba1\u7b97\u65b9\u5f0f\uff0c\u8fd9\u7fa4\u4eba\u88ab\u5b8c\u5168\u5ffd\u7565\u4e86\uff0c\u56e0\u4e3a\u4f01\u4e1a\u601d\u7ef4\u7684\u65b9\u5f0f\u5c31\u662f\u8fd9\u4e48\u201c\u529f\u5229\u201d\uff0c\u56e0\u4e3a\u4ed6\u4eec\u89c9\u5f97\u505a\u4ea7\u54c1\u505a\u516c\u53f8\u5c31\u662f\u201c\u4e0d\u8fdb\u5219\u9000\u201d\uff0c\u4f46\u662f\u5176\u5b9e\u5f88\u591a\u65f6\u5019\uff0c\u8fd9\u7ec4\u4eba\u624d\u662f\u771f\u6b63\u7684\u5b9a\u6d77\u795e\u9488\uff0c\u56e0\u4e3a\u4ece\u4e2d\u56fd\u7684\u4e2d\u5eb8\u4e4b\u9053\u6765\u8bb2\uff0c\u201c\u5dee\u4e0d\u591a\u201d\u662f\u6700\u957f\u547d\u7684\u4e00\u79cd\u751f\u5b58\u72b6\u6001\u3002<\/li>\n<\/ul>\n<p>\u63a5\u7740\uff0c\u8ba1\u7b97\u4f60\u7684NPS\u6700\u7ec8\u5f97\u5206\uff1a<\/p>\n<ul>\n<li><strong>\uff08\u7ec41\u63a8\u8350\u8005\u4eba\u6570\u2013\u7ec42\u8d2c\u635f\u8005\u4eba\u6570\uff09\u00f7\uff08\u53d7\u8bbf\u8005\u603b\u4eba\u6570\uff09x 100<\/strong><\/li>\n<\/ul>\n<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/how-to-count-nps.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-66949 size-full\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/how-to-count-nps.png\" alt=\"\" width=\"530\" height=\"188\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/how-to-count-nps.png 530w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/how-to-count-nps-300x106.png 300w\" sizes=\"(max-width: 530px) 100vw, 530px\" \/><\/a><\/p>\n<p><span style=\"color: #999999;\"><em>NPS\u8ba1\u7b97\u65b9\u5f0f\uff08\u6765\u6e90\uff1awww.netpromotersystem.com\uff09<\/em><\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"menu2\" style=\"color: #3366ff;\"><strong>2. NPS\u7f18\u4f55\u8bde\u751f\uff1f<\/strong><\/span><\/h2>\n<p>\u5728NPS\u51fa\u73b0\u4e4b\u524d\uff0c\u5ba2\u6237\u6ee1\u610f\u5ea6\uff08CSAT\uff09\u76db\u884c\u5f88\u4e45\uff0c\u5728\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\u5f53\u4e2d\u662f\u4e00\u4e2a\u975e\u5e38\u91cd\u8981\u7684\u6307\u6807\uff0c\u4f46\u662f\u968f\u7740\u8d8a\u6765\u8d8a\u591a\u4f01\u4e1a\u7684\u4f7f\u7528\u548c\u5b9e\u8df5\uff0c\u5f00\u59cb\u51fa\u73b0\u4e00\u4e9b\u5f0a\u7aef\uff0c\u8bf8\u5982\u4e0e\u5546\u4e1a\u6536\u76ca\u5173\u8054\u6027\u8584\u5f31\u3001\u65e0\u6cd5\u53cd\u6620\u5ba2\u6237\u5fe0\u8bda\u5ea6\uff0c\u6216\u662f\u4e00\u7ebf\u4eba\u5458\u57fa\u4e8e\u538b\u529b\u800c\u9020\u5047\u7b49\u3002<\/p>\n<p>\u4e3a\u4e86\u8bbe\u8ba1\u51fa\u66f4\u6709\u6548\u7684\u5ba2\u6237\u5fe0\u8bda\u5ea6\u8861\u91cf\u65b9\u6cd5\uff0c\u8d1d\u6069\u516c\u53f8\u7684Fred Reichheld\u535a\u58eb\u9488\u5bf9<strong>\u5305\u542b\u91d1\u878d\u3001\u7535\u4fe1\u3001\u7535\u8111\u3001\u7535\u5546\u3001\u6c7d\u8f66\u53ca\u7f51\u8def\u670d\u52a1\u63d0\u4f9b\u5546<\/strong>\u5728\u5185\u76846\u5927\u4ea7\u4e1a\u8d85\u8fc74\u5343\u540d\u5ba2\u6237\u5c55\u5f00\u8c03\u67e5\uff0c\u95ee\u5377\u4e2d\u5217\u51fa\u4e8620\u79cd\u5fe0\u8bda\u5ea6\u7684\u6d4b\u8bd5\u95ee\u9898\uff0c\u5e76\u82b1\u4e86\u4e00\u5e74\u65f6\u95f4\u641c\u96c6\u7528\u6237\u7684\u5386\u53f2\u8d2d\u4e70\u6570\u636e\uff0c\u53d1\u73b0\uff1a\u201c<strong>\u4f60\u6709\u591a\u5927\u53ef\u80fd\u628a\u6211\u4eec\u7684\u54c1\u724c\/\u4ea7\u54c1\/\u670d\u52a1\u63a8\u8350\u7ed9\u5468\u56f4\u7684\u4eb2\u670b\u597d\u53cb\uff1f<\/strong>\u201d\u8fd9\u4e2a\u95ee\u6cd5\u6700\u80fd\u6709\u6548\u9884\u6d4b\u7528\u6237\u7684\u884c\u4e3a\uff0c\u8fd9\u4e5f\u6210\u4e3a\u4e86\u540e\u6765\u6211\u4eec\u719f\u77e5\u7684NPS\u95ee\u9898\u3002<\/p>\n<p>2003\u5e74\uff0cFred Reichheld\u535a\u58eb\u6b63\u5f0f\u5728\u300a\u54c8\u4f5b\u5546\u4e1a\u8bc4\u8bba\u300b\u53d1\u8868NPS\u7684\u4e13\u9898\u6587\u7ae0<span style=\"color: #3366ff;\"><strong><a style=\"color: #3366ff;\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\" rel=\"noopener\">\u300aThe One Number You Need to Grow<\/a><a style=\"color: #3366ff;\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\" rel=\"noopener\">\u4f60\u5fc5\u987b\u589e\u957f\u7684\u4e00\u4e2a\u6570\u5b57<\/a><a style=\"color: #3366ff;\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\" rel=\"noopener\">\u300b<\/a><\/strong><\/span>\uff0c\u4ed6\u8ba4\u4e3aNPS\u662f\u8861\u91cf\u5fe0\u8bda\u5ea6\u7684\u6709\u6548\u6307\u6807\uff0c\u53ef\u4ee5\u5e2e\u52a9\u533a\u5206\u4f01\u4e1a\u7684\u201d\u4e0d\u826f\u5229\u6da6\u201d\u548c\u201d\u826f\u6027\u5229\u6da6\u201d\uff0c\u5373\u54ea\u4e9b\u662f\u4ee5\u4f24\u5bb3\u7528\u6237\u5229\u76ca\u6216\u4f53\u9a8c\u4e3a\u4ee3\u4ef7\u800c\u83b7\u5f97\u7684\u5229\u6da6\uff0c\u54ea\u4e9b\u662f\u901a\u8fc7\u4e0e\u7528\u6237\u79ef\u6781\u5408\u4f5c\u800c\u83b7\u5f97\u7684\u5229\u6da6\uff0c\u8ffd\u6c42\u826f\u6027\u5229\u6da6\u548c\u907f\u514d\u4e0d\u826f\u5229\u6da6\u662f\u4f01\u4e1a\u8d62\u5f97\u672a\u6765\u548c\u957f\u671f\u5229\u76ca\u7684\u5173\u952e\u56e0\u7d20\u3002<\/p>\n<p>\u53e6\u5916\uff0c\u4e0e\u5176\u5b83\u8861\u91cf\u5fe0\u8bda\u5ea6\u7684\u6307\u6807\u76f8\u6bd4\uff0cNPS\u5206\u503c\u4e0e\u4f01\u4e1a\u76c8\u5229\u589e\u957f\u4e4b\u95f4\u5b58\u5728\u975e\u5e38\u5f3a\u7684\u76f8\u5173\u6027\uff0c\u5982\u4e0b\u56fe\u6240\u793a\uff0c\u9ad8NPS\u5206\u503c\u516c\u53f8\u7684\u590d\u5408\u5e74\u589e\u957f\u7387\u6bd4\u666e\u901a\u516c\u53f8\u9ad8\u4e24\u500d\u4ee5\u4e0a\u3002\u800c\u5176\u5b83\u6307\u6807\u5982\u6ee1\u610f\u5ea6\u3001\u7559\u5b58\u7387\u4e0e\u589e\u957f\u7387\u7684\u76f8\u5173\u6027\u8f83\u5f31\uff0c\u65e0\u6cd5\u51c6\u786e\u5b9a\u4e49\u7528\u6237\u662f\u7531\u4e8e\u5fe0\u8bda\u8fd8\u662f\u5176\u5b83\u539f\u56e0\u4f7f\u7528\u6216\u8d2d\u4e70\u67d0\u4e2a\u4ea7\u54c1\u3002\u6b64\u5916\uff0c\u4f20\u7edf\u7684\u6ee1\u610f\u5ea6\u6a21\u578b\u6bd4\u8f83\u590d\u6742\uff0c\u7406\u89e3\u6210\u672c\u8f83\u9ad8\uff0c\u800c\u4e14\u8c03\u7814\u95ee\u5377\u5197\u957f\uff0c\u5bfc\u81f4\u7528\u6237\u7684\u53c2\u4e0e\u610f\u613f\u4e0d\u9ad8\u3002<\/p>\n<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/nps-bain-data-0.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67221\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/nps-bain-data-0.png\" alt=\"\" width=\"1000\" height=\"539\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/nps-bain-data-0.png 1120w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/nps-bain-data-0-300x162.png 300w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/nps-bain-data-0-768x414.png 768w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/nps-bain-data-0-1024x552.png 1024w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/a><\/p>\n<p><span style=\"color: #999999;\"><em>\u56fe\u8868\u6765\u6e90\uff1a2016\u5e74\u8d1d\u6069\u4e2d\u56fd\u5927\u4f17\u54c1\u724c\u51c0\u63a8\u8350\u503c\u7814\u7a76<\/em><\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"menu3\" style=\"color: #3366ff;\"><strong>3. \u201c\u7ea2\u7c89\u201dvs\u201c\u9ed1\u7c89\u201d<\/strong><\/span><\/h2>\n<p>\u4eba\u5c3d\u7686\u77e5\uff0c\u53e3\u7891\u62e5\u6709\u5de8\u5927\u529b\u91cf\uff0c\u5c24\u5176\u662f\u5728\u4fe1\u606f\u5927\u7206\u70b8\u7684\u4e92\u8054\u7f51\u65f6\u4ee3\uff0c\u201c\u53e3\u7891\u63a8\u8350\u201d\u548c\u201c\u6295\u8bc9\u201d\u5728\u793e\u4ea4\u5a92\u4f53\u4e0a\u7684\u4f20\u64ad\u901f\u5ea6\u8fdc\u6bd4\u4f60\u81ea\u6211\u8425\u9500\u7684\u201c\u5ba2\u6237\u6c38\u8fdc\u662f\u5bf9\u7684\u201d\u66f4\u5feb\uff0c\u5ba2\u6237\u9ad8\u5ea6\u91cd\u89c6\u5176\u4ed6\u5ba2\u6237\u53e3\u53e3\u76f8\u4f20\u7684\u201c\u63a8\u8350\u201d\u548c\u201c\u6295\u8bc9\u201d\uff0c\u5c31\u50cf\u662f\u6211\u4eec\u56fd\u5185\u7684\u540c\u5b66\u5728\u805a\u9910\u524d\u603b\u4f1a\u5148\u53bb\u5927\u4f17\u70b9\u8bc4\u770b\u4e00\u4e0b\u9910\u9986\u8bc4\u4ef7\uff0c\u800c\u5728\u7535\u5546\u8d2d\u7269\u65f6\uff0c\u603b\u4f1a\u4f18\u5148\u53bb\u770b\u4e00\u4e0b\u4e70\u540e\u8bc4\u4ef7\uff0c\u5c24\u5176\u662f\u90a3\u4e9b\u201c\u5dee\u8bc4\u201d\u3002\u4e0b\u9762\u8ba9\u6211\u4eec\u770b\u770b\u7f8e\u56fd\u7814\u7a76\u673a\u6784\u5173\u4e8e<strong>\u63a8\u8350\u8005\/\u62e5\u62a4\u8005\uff08\u8fd9\u91cc\u6211\u620f\u79f0\u4e3a\u7ea2\u7c89\uff09<\/strong>\u548c<strong>\u8d2c\u635f\u8005\uff08\u8fd9\u91cc\u6211\u620f\u79f0\u4e3a\u9ed1\u7c89\uff09<\/strong>\u7684\u6570\u636e\u5bf9\u6bd4\uff1a<\/p>\n<h4><span style=\"color: #3366ff;\"><strong>\u7ea2\u7c89\u7684\u5546\u4e1a\u4ef7\u503c\uff1a<\/strong><\/span><\/h4>\n<ol>\n<li>\u201c\u670b\u53cb\u548c\u5bb6\u4eba\u7684\u63a8\u8350\u201d\u662f<span style=\"color: #999999;\"><strong><a style=\"color: #999999;\" href=\"http:\/\/www.nielsen.com\/us\/en\/press-room\/2015\/recommendations-from-friends-remain-most-credible-form-of-advertising.html\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #333333;\">83\uff05\u7684\u53d7\u8bbf\u8005<\/span><\/a><\/strong><\/span>\u6700\u4fe1\u4efb\u7684<strong>\u6d3b\u5e7f\u544a<\/strong>\uff1b<\/li>\n<li><span style=\"color: #333333;\"><strong><a style=\"color: #333333;\" href=\"https:\/\/business.experticity.com\/the-psychology-of-brand-trust-influencer-marketing\/\" target=\"_blank\" rel=\"noopener\">\u63a5\u8fd1100\uff05\u7684\u53d7\u8bbf\u8005<\/a><\/strong><\/span>\u8868\u793a\uff1a\u4ed6\u4eec\u66f4\u4fe1\u4efb\u4ed6\u4eba\u7684\u63a8\u8350\uff08\u8fd9\u91cc\u7684\u4ed6\u4eba\u751a\u81f3\u662f\u964c\u751f\u4eba\uff09\uff0c\u800c\u975e\u54c1\u724c\u81ea\u6211\u8425\u9500\u7684\u5185\u5bb9\uff1b<\/li>\n<li>\u5f53\u5ba2\u6237\u63a8\u8350\u7ed9\u670b\u53cb\u65f6\uff0c\u670b\u53cb\u8d2d\u4e70\u7684\u53ef\u80fd\u6027<span style=\"color: #333333;\"><strong><a style=\"color: #333333;\" href=\"http:\/\/www.nielsen.com\/us\/en\/insights\/news\/2013\/under-the-influence-consumer-trust-in-advertising.html\" target=\"_blank\" rel=\"noopener\">\u589e\u52a0\u4e864\u500d<\/a><\/strong><\/span>\uff1b<\/li>\n<li><span style=\"color: #333333;\"><strong><a style=\"color: #333333;\" href=\"http:\/\/www.nielsen.com\/us\/en\/press-room\/2015\/recommendations-from-friends-remain-most-credible-form-of-advertising.html\" target=\"_blank\" rel=\"noopener\">83\uff05\u7684\u6ee1\u610f\u5ba2\u6237<\/a><\/strong><\/span>\u613f\u610f\u63a8\u8350\u4f60\u7684\u4ea7\u54c1\u6216\u54c1\u724c\u3002<\/li>\n<li>\u88ab\u63a8\u8350\u800c\u6765\u7684\u65b0\u5ba2\u6237\u7684\u5168\u751f\u547d\u5468\u671f\u4ef7\u503c\uff08Lifetime Value\uff09<span style=\"color: #333333;\"><strong><a style=\"color: #333333;\" href=\"https:\/\/faculty.wharton.upenn.edu\/wp-content\/uploads\/2013\/05\/Schmitt_Skiera_VandenBulte_2013_Referrral_Programs_2.pdf\" target=\"_blank\" rel=\"noopener\">\u63d0\u9ad8\u4e8616\uff05<\/a><\/strong><\/span>\u3002<\/li>\n<\/ol>\n<h4><span style=\"color: #3366ff;\"><strong>\u9ed1\u7c89\u7684\u53cc\u500d\u5371\u5bb3\uff1a<\/strong><\/span><\/h4>\n<ol>\n<li><a href=\"http:\/\/hbr.org\/2010\/07\/stop-trying-to-delight-your-customers\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #333333;\"><strong>\u300a\u54c8\u4f5b\u5546\u4e1a\u8bc4\u8bba\u300b\u7684\u4e00\u9879\u7814\u7a76\u53d1\u73b0<\/strong><\/span><\/a>\uff0c\u7ea648\uff05\u6709\u8d1f\u9762\u4f53\u9a8c\u7684\u5ba2\u6237\u4f1a\u5411\u5468\u56f410\u4eba+\u7684\u4eba\u7fa4\u4f20\u64ad\u5dee\u8bc4\uff1b<\/li>\n<li><a href=\"https:\/\/business.americanexpress.com\/sg\/business-trends-insights\/thought-leadership\/american-express-global-customer-barometer-2017\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #333333;\"><strong>\u7f8e\u56fd\u8fd0\u901a\u7684\u201c\u5168\u7403\u5ba2\u6237\u670d\u52a1\u6674\u96e8\u8868\u201d\u8c03\u67e5\u53d1\u73b0<\/strong><\/span><\/a>\uff0c\u5728\u7f8e\u56fd\u5e73\u5747\u6bcf\u540d\u987e\u5ba2\u4f1a\u541112\u4eba\u63a8\u8350\u597d\u8bc4\u4fe1\u606f\uff0c\u4f46\u7cdf\u7cd5\u7684\u662f\uff0c\u5e73\u5747\u6bcf\u540d\u987e\u5ba2\u4f1a\u541124\u4eba\u4f20\u64ad\u5dee\u8bc4\u3002<\/li>\n<\/ol>\n<h4><span style=\"color: #3366ff;\"><strong>\u8001\u5ba2\u6237\u4ef7\u503c vs \u65b0\u5ba2\u6237\u6210\u672c<\/strong><\/span><\/h4>\n<ol>\n<li>\u83b7\u53d6\u65b0\u5ba2\u6237\u8981\u6bd4\u7ef4\u7cfb\u8001\u5ba2\u6237<span style=\"color: #333333;\"><strong><a style=\"color: #333333;\" href=\"https:\/\/hbr.org\/2014\/10\/the-value-of-keeping-the-right-customers\" target=\"_blank\" rel=\"noopener\">\u8d355-25\u500d<\/a><\/strong><\/span>\uff1b<\/li>\n<li>\u5c06\u5ba2\u6237\u7559\u5b58\u7387\u63d0\u9ad85\uff05\uff0c\u5c31\u53ef\u4ee5\u4f7f\u5229\u6da6<span style=\"color: #333333;\"><strong><a style=\"color: #333333;\" href=\"https:\/\/hbr.org\/2014\/10\/the-value-of-keeping-the-right-customers\" target=\"_blank\" rel=\"noopener\">\u63d0\u534725-95\uff05<\/a><\/strong><\/span>\u3002<\/li>\n<\/ol>\n<p>\u5f15\u7528\u8d1d\u6069\u516c\u53f8\u5168\u7403\u5408\u4f19\u4eba\u3001\u4e2d\u56fd\u533aTMT\u4e1a\u52a1\u4e3b\u5e2d\u9646\u539f\u5148\u751f\u7684\u89c2\u70b9\uff1a<\/p>\n<blockquote>\n<h5>\u63a8\u8350\u8005\u6709\u7740\u66f4\u9ad8\u7684\u54c1\u724c\u7c98\u6027\u548c\u4eba\u5747\u6d88\u8d39\u610f\u613f\uff0c\u5e76\u4e14\u901a\u8fc7\u53e3\u7891\u4f20\u64ad\u5438\u5f15\u66f4\u591a\u7684\u65b0\u7528\u6237\uff0c\u800c\u8d2c\u635f\u8005\u5728\u4e0a\u8ff0\u65b9\u9762\u7684\u7279\u6027\u90fd\u5f31\u4e8e\u63a8\u8350\u8005\u3002\u540c\u65f6\uff0c\u5728\u4e92\u8054\u7f51\u7535\u5546\u73af\u5883\u4e0b\uff0c\u6d88\u8d39\u8005\u88ab\u8d4b\u4e88\u66f4\u52a0\u81ea\u7531\u7684\u9009\u62e9\u4ea7\u54c1\u548c\u670d\u52a1\u7684\u6743\u5229\uff0c\u56e0\u6b64NPS\u5bf9\u4e1a\u7ee9\u5f71\u54cd\u529b\u66f4\u5f3a\uff0c\u76f8\u5173\u6027\u66f4\u660e\u663e\u3002<\/h5>\n<\/blockquote>\n<p>\u5bf9\u4e86\uff0c\u8865\u5145\u4e00\u4e0b\uff0c\u88ab\u52a8\u8005\uff08Passives\uff09\u6211\u5c31\u620f\u79f0\u4e3a\u201c\u5403\u74dc\u7fa4\u4f17\u201d\u4e86\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"menu4\" style=\"color: #3366ff;\"><strong>4. NPS\u4e3a\u4ec0\u4e48\u76db\u884c\uff1f<\/strong><\/span><\/h2>\n<p>NPS\u5728\u56fd\u5185\u7684\u76db\u884c\uff0c\u9664\u4e86\u5168\u74031000\u5f3a\u7684\u793a\u8303\u6548\u5e94\u5916\uff0c\u5168\u7403\u6218\u7565\u54a8\u8be2\u516c\u53f8\u8fdb\u9a7b\u4e2d\u56fd\u540e\u7684\u63a8\u6ce2\u52a9\u6f9c\uff0c\u4e5f\u8d77\u5230\u4e86\u5173\u952e\u4f5c\u7528\uff0c\u4f46\u662f\uff0c\u8fd9\u4e9b\u90fd\u4ec5\u662f\u5916\u56e0\uff0c\u771f\u6b63\u7684\u5185\u56e0\u603b\u7ed3\u5982\u4e0b\uff1a<\/p>\n<p><span style=\"color: #3366ff;\"><strong>1\u3001\u4f01\u4e1a\u53d1\u5c55\u56f0\u5c40\uff1a\u7cbe\u7ec6\u5316\u7ecf\u8425\u7528\u6237\u7684\u5fc5\u7136\u9009\u62e9<\/strong><\/span><\/p>\n<p>\u53cd\u601d\u4e2d\u56fd\u4e92\u8054\u7f51\u4f01\u4e1a\u7684\u53d1\u5c55\u53f2\uff0c\u5176\u5b9e\u5c31\u662f\u4e2d\u56fd\u4eba\u53e3\u7ea2\u5229\u7684\u6d88\u4ea1\u53f2\uff0c\u968f\u7740\u884c\u4e1a\u5de8\u5934\u53ca\u5934\u90e8\u4e92\u8054\u7f51\u4f01\u4e1a\u5bf9\u4e2d\u56fd\u7f51\u6c11\u7684\u6df1\u5ea6\u6e17\u900f\u548c\u8986\u76d6\uff0c\u7528\u6237\u589e\u957f\u7a7a\u95f4\u6b86\u5c3d\uff0c\u83b7\u5ba2\uff08\u62c9\u65b0\uff09\u7684\u6210\u672c\u4e5f\u6c34\u6da8\u8239\u9ad8\uff0c\u56e0\u6b64\uff0c\u5982\u4f55\u7559\u4f4f\u8001\u7528\u6237\u6210\u4e3a\u4e86\u8fd9\u4e9b\u4f01\u4e1a\u7684\u6218\u7565\u91cd\u70b9\uff0cNPS\u5bf9\u7528\u6237\u7684\u7ec6\u5206\u6a21\u5f0f\u53ef\u4ee5\u5e2e\u52a9\u4f01\u4e1a\u4ee5\u201c\u5fe0\u8bda\u5ea6\u201d\u4e3a\u5bfc\u5411\uff0c\u9488\u5bf9\u7ec6\u5206\u7fa4\u4f53\u5c55\u5f00\u8c03\u67e5\u5e76\u6539\u5584\u7ecf\u8425\u6a21\u5f0f\u3002\u4f8b\u5982\uff1a\u627e\u5230\u9a71\u52a8\u7ea2\u7c89\u7684\u5173\u952e\u8981\u7d20\uff0c\u5c31\u53ef\u4ee5\u77e5\u9053\u54ea\u4e9b\u4e1a\u52a1\u5bf9\u7528\u6237\u6765\u8bb2\u66f4\u91cd\u8981\uff0c\u4f01\u4e1a\u5e94\u8be5\u6295\u5165\u8d44\u6e90\u53bb\u5f3a\u5316\u6216\u505a\u66f4\u591a\u521b\u65b0\uff0c\u53cd\u4e4b\uff0c\u82e5\u80fd\u5398\u6e05\u9ed1\u7c89\u7684\u8bf1\u5bfc\u8981\u7d20\uff0c\u4f01\u4e1a\u53ef\u4ee5\u5c55\u5f00\u5371\u673a\u5904\u7406\u6216\u4f18\u5316\u63aa\u65bd\uff0c\u51cf\u5c11\u6279\u8bc4\u8005\u7684\u4ea7\u751f\uff0c\u5f53\u6279\u8bc4\u8005\u7684\u4eba\u6570\u51cf\u5c11\uff0c\u63a8\u8350\u8005\u7684\u4eba\u6570\u6301\u7eed\u589e\u52a0\uff0c\u4f01\u4e1a\u7684\u5fe0\u8bda\u5ea6\u81ea\u7136\u4f1a\u63d0\u5347\u3002<\/p>\n<p>\u4f5c\u4e3a\u4ece\u4e8b\u4e92\u8054\u7f51\u884c\u4e1a10\u591a\u5e74\u7684\u201c\u8001\u4eba\u201d\uff0c\u89c1\u60ef\u4e86\u5404\u8def\u4e92\u8054\u7f51\u4f01\u4e1a\u7684\u201c\u4e0d\u826f\u7528\u6237\u589e\u957f\u624b\u6bb5\u201d\uff0c\u4f46\u662f\uff0c\u968f\u7740\u7f51\u6c11\u4f53\u9a8c\u548c\u6743\u76ca\u610f\u8bc6\u7684\u89c9\u9192\uff0c\u6d88\u8d39\u8005\u6743\u76ca\u4fdd\u62a4\u6cd5\u89c4\u7684\u5065\u5168\uff0c\u5e02\u573a\u76d1\u7ba1\u7684\u4e25\u82db\uff0c\u4ee5\u53ca\u8bf8\u5982\u201c\u6d51\u6c34\u201d\u8fd9\u6837\u7684\u4e2d\u6982\u80a1\u6253\u5047\u961f\u5b58\u5728\uff08\u745e\u5e78\u5496\u5561\uff09\uff0c\u91ce\u86ee\u751f\u957f\u548c\u975e\u826f\u6027\u5229\u6da6\u9010\u6e10\u6210\u4e3a\u8fc7\u53bb\u65f6\uff0c\u6211\u4eec\u9700\u8981\u770b\u5230\u8d8a\u6765\u8d8a\u591a\u7684\u5934\u90e8\u4f01\u4e1a\u4e3a\u884c\u4e1a\u505a\u51fa\u8868\u7387\uff0c\u771f\u5fc3\u7684\u5173\u6ce8\u7528\u6237\u4f53\u9a8c\u3001\u7528\u6237\u53e3\u7891\u3001\u7528\u6237\u9700\u6c42\uff0c\u7528\u771f\u6b63\u7684\u4f18\u8d28\u4ea7\u54c1\u548c\u670d\u52a1\u4f53\u9a8c\u7559\u4f4f\u7528\u6237\uff0c\u83b7\u5f97\u826f\u6027\u4e14\u957f\u671f\u7684\u4f01\u4e1a\u53d1\u5c55\u3002<\/p>\n<p><span style=\"color: #3366ff;\"><strong>2\u3001\u6253\u52a8\u8001\u677f\uff1aNPS\u662f\u5546\u4e1a\u6210\u957f\u7684\u6307\u8def\u660e\u706f<\/strong><\/span><\/p>\n<p>\u5728\u524d\u6587\u7684\u201cNPS\u7f18\u4f55\u8bde\u751f\uff1f\u201d\u7ae0\u8282\u4e2d\u5df2\u7ecf\u63d0\u5230\uff0cNPS\u4e0e\u4f01\u4e1a\u7684\u5546\u4e1a\u6210\u957f\u9ad8\u5ea6\u76f8\u5173\u3002\u4e4b\u524d\u8d1d\u6069\u516c\u53f8\u6240\u505a\u7684NPS\u76f8\u5173\u8c03\u7814\u4e2d\u53d1\u73b0\uff1a\u591a\u4e2a\u7ec6\u5206\u884c\u4e1a\uff08\u54c1\u7c7b\uff09\u7684\u56de\u5f52\u5206\u6790\u4e2d\u90fd\u53ef\u4ee5\u89c2\u5bdf\u5230\u54c1\u724cNPS\u7684\u9ad8\u4f4e\u4e0e\u8be5\u54c1\u724c\u5b9e\u9645\u4e1a\u7ee9\u589e\u957f\u8d8b\u52bf\u5448\u73b0\u76f8\u5173\u6027\uff0c\u5c24\u5176\u662f\u670d\u52a1\u5c5e\u6027\u5f3a\u7684\u884c\u4e1a\u3002\u7a76\u5176\u539f\u56e0\uff0c\u4e3b\u8981\u662f\u63a8\u8350\u8005\u4e0e\u8d2c\u635f\u8005\u76f8\u6bd4\uff0c\u6709\u66f4\u9ad8\u7684\u54c1\u724c\u7c98\u6027\u548c\u4eba\u5747\u6d88\u8d39\u610f\u613f\uff0c\u4f8b\u5982\u4f53\u73b0\u5728\u66f4\u9ad8\u7684\u5ba2\u5355\u4ef7\uff0c\u5e76\u4e14\u901a\u8fc7\u53e3\u7891\u4f20\u64ad\u5438\u5f15\u3001\u8f6c\u5316\u66f4\u591a\u7684\u65b0\u7528\u6237\u3002\u5728\u4e92\u8054\u7f51\u7535\u5546\u73af\u5883\u4e0b\uff0c\u5207\u6362\u6210\u672c\u663e\u8457\u964d\u4f4e\uff0c\u6d88\u8d39\u8005\u88ab\u8d4b\u4e88\u66f4\u52a0\u81ea\u7531\u7684\u9009\u62e9\u4ea7\u54c1\u548c\u670d\u52a1\u7684\u6743\u5229\uff0c\u56e0\u6b64NPS\u5bf9\u4e1a\u7ee9\u5f71\u54cd\u529b\u66f4\u5f3a\uff0c\u76f8\u5173\u6027\u66f4\u660e\u663e\u3002\u603b\u7ed3\u4e00\u4e0b\uff0cNPS\u53ef\u4ee5\u6709\u6548\u9884\u6d4b\u5546\u4e1a\u6210\u957f\uff0c\u800c\u4e14\u5468\u671f\u8d8a\u957f\u8d8a\u6709\u6548\uff0c\u8fd9\u5bf9\u4e8e\u4f01\u4e1a\u957f\u8fdc\u7684\u6218\u7565\u65b9\u5411\u800c\u8a00\u81f3\u5173\u91cd\u8981\uff0cNPS\u5c06\u6210\u4e3a\u4f01\u4e1a\u6218\u7565\u53d1\u5c55\u7684\u6307\u8def\u660e\u706f\u3002<\/p>\n<p>\u4f46\u662f\uff0c\u4e4b\u524d\u7684\u7814\u7a76\u6837\u672c\u90fd\u53d6\u81ea\u7f8e\u56fd\u5e02\u573a\uff0cNPS\u5728\u56fd\u5185\u662f\u5426\u9002\u7528\u5462\uff1f\u5e73\u5b89\u96c6\u56e2\u4e3a\u6211\u4eec\u63d0\u4f9b\u4e86\u56fd\u5185\u7b2c\u4e00\u4e2a\u5b9e\u8bc1\uff1a\u5e73\u5b89\u96c6\u56e2\u81ea2013\u5e74\u5f15\u5165NPS\u4f53\u7cfb\u540e\uff0c\u5b9e\u65bd\u4e86\u591a\u9879\u6539\u9769\u53ca\u521b\u65b0\uff0cNPS\u5728\u8fd93\u5e74\u4e2d\u6301\u7eed\u63d0\u5347\uff0c2014\u5e74\u53ca2015\u5e74\u5206\u522b\u63d0\u5347\u4e868%\u53ca23%\uff0c2016\u5e74\u66f4\u662f\u63d0\u5347\u4e8630% \uff0c\u4ece\u4e2a\u4eba\u7528\u6237\u6570\u3001\u65b0\u589e\u7528\u6237\u6570\u3001\u6708\u5747\u6d3b\u8dc3\u7528\u6237\u7b49\u6570\u636e\u6765\u770b\uff0c\u5546\u4e1a\u6210\u957f\u975e\u5e38\u663e\u8457\u3002<\/p>\n<p>\u6b63\u662f\u57fa\u4e8e\u4e0a\u8ff0\u4e24\u70b9\uff0c\u8ba9NPS\u53ef\u4ee5\u6210\u529f\u6253\u52a8\u8001\u677f\uff0c\u6210\u4e3a\u4f01\u4e1a\u9ad8\u5c42\u5173\u6ce8\u7684\u6838\u5fc3\u6307\u6807\u4e4b\u4e00\u3002<\/p>\n<p><span style=\"color: #3366ff;\"><strong>3\u3001\u8fce\u5408\u4f53\u9a8c\u7ecf\u6d4e\uff1aNPS\u53ef\u4ee5\u6709\u6548\u5ea6\u91cf\u201c\u4f53\u9a8c\u201d<\/strong><\/span><\/p>\n<p>\u7b14\u8005\u5728\u4e92\u8054\u7f51\u4f01\u4e1a\u5de5\u4f5c\u4e8610\u591a\u5e74\uff0c\u4e00\u76f4\u4ece\u4e8b\u7740\u4e0e\u7528\u6237\u4f53\u9a8c\u76f8\u5173\uff08\u7528\u6237\u7814\u7a76\u4e3a\u4e3b\uff09\u7684\u4e13\u804c\u5de5\u4f5c\u3002\u201c\u7528\u6237\u4f53\u9a8c\u201d\u8fd9\u4e00\u6982\u5ff5\u4ece2007\u5e74\u5de6\u53f3\u968f\u7740\u82f9\u679ciPhone\u7684\u53d1\u5e03\u5927\u653e\u5f02\u5f69\uff0c\u4f17\u591a\u201c\u7f8e\u5de5\u201d\u6447\u8eab\u4e00\u53d8\u6210\u4e3a\u4e86\u201c\u7528\u6237\u4f53\u9a8c\u8bbe\u8ba1\u5e08\u201d\uff0c\u8bbe\u8ba1\u56e2\u961f\u662f\u4f01\u4e1a\u804c\u80fd\u4e2d\u6700\u65e9\u62e5\u62b1\u7528\u6237\u4f53\u9a8c\u7684\u56e2\u961f\uff0c\u62a2\u5148\u51a0\u540d\u4e86\u7528\u6237\u4f53\u9a8c\u8bbe\u8ba1\uff08UED\uff09\u7684\u540d\u53f7\uff0c\u5e76\u5728\u56e2\u961f\u4e2d\u5f15\u5165\u7528\u6237\uff08\u4f53\u9a8c\uff09\u7814\u7a76\u7684\u65b0\u89d2\u8272\uff0c\u4f34\u968f\u7740\u4e92\u8054\u7f51\u53ca\u79d1\u6280\u4f01\u4e1a\u7684\u5feb\u901f\u53d1\u5c55\u548c\u5f15\u9886\uff0c\u5f88\u591a\u5b66\u8005\u548c\u7ecf\u6d4e\u5b66\u5bb6\u4e5f\u5f00\u59cb\u5021\u5bfc\u201c\u4f53\u9a8c\u7ecf\u6d4e\u201d\u7684\u65b0\u65f6\u4ee3\uff0c\u8d8a\u6765\u8d8a\u591a\u7684\u4f01\u4e1a\u5f00\u59cb\u91cd\u89c6\u4ea7\u54c1\/\u670d\u52a1\u4e0e\u7528\u6237\u7684\u4e92\u52a8\u4f53\u9a8c\uff0c\u5c24\u5176\u662f\u884c\u4e3a\u4ea4\u4e92\u5c42\u9762\u7684\u4f53\u9a8c\uff0c2002\u5e74\u5c31\u63d0\u51fa\u7684\u201c\u884c\u4e3a\u7ecf\u6d4e\u5b66\u201d\u7406\u8bba\u4e5f\u7115\u53d1\u4e86\u5168\u65b0\u7684\u4ef7\u503c\u3002<\/p>\n<p>\u4f46\u662f\uff0c\u5bf9\u4e8e\u4e00\u4e2a\u4ea7\u54c1\/\u670d\u52a1\u7684\u4f53\u9a8c\u5ea6\u91cf\uff0c\u4e00\u76f4\u90fd\u5904\u4e8e\u201c\u5b9e\u8df5\u76f2\u533a\u201d\u7684\u5c34\u5c2c\u5883\u5730\uff0c\u800c\u6700\u65e9\u62e5\u62b1\u4f53\u9a8c\u7684\u8bbe\u8ba1\u56e2\u961f\uff0c\u4f53\u9a8c\u5ea6\u91cf\u7684\u5c1d\u8bd5\u4e5f\u90fd\u96c6\u4e2d\u5728\u7528\u6237\u754c\u9762\u7684\u201c\u53ef\u7528\u6027\u201d\u7ef4\u5ea6\uff0c\u91cd\u70b9\u8bc4\u6d4b\u7684\u5bf9\u8c61\u5c40\u9650\u5728\u7528\u6237\u754c\u9762\u7684\u4ea4\u4e92\u4f53\u9a8c\u548c\u89c6\u89c9\u7f8e\u89c2\u5ea6\u4e0a\uff0c\u7136\u800c\u8fd9\u79cd\u5355\u4e00\u7ef4\u5ea6\u7684\u4f53\u9a8c\u805a\u7126\uff0c\u65e0\u6cd5\u5ba2\u89c2\u3001\u771f\u5b9e\u53cd\u6620\u7528\u6237\u5bf9\u4ea7\u54c1\/\u670d\u52a1\u7684\u5b8c\u6574\u4f53\u9a8c\uff0c\u53e6\u5916\uff0c\u8bbe\u8ba1\u56e2\u961f\u5bf9\u4ea7\u54c1\u7684\u6838\u5fc3\u54c1\u724c\u3001\u8425\u9500\u3001\u4e1a\u52a1\/\u529f\u80fd\u3001\u5185\u5bb9\u3001\u670d\u52a1\u7b49\u7f3a\u4e4f\u5b9e\u9645\u5f71\u54cd\u529b\uff0c\u968f\u7740\u4f53\u9a8c\u5728\u4f01\u4e1a\u91cc\u7684\u8de8\u804c\u80fd\u8d2f\u7a7f\u548c\u63d0\u5347\uff0c\u66f4\u591a\u7684\u56e2\u961f\uff08\u5305\u62ec\u5e02\u573a\u90e8\u3001\u4ea7\u54c1\u90e8\u3001\u8fd0\u8425\u90e8\u3001\u5ba2\u670d\u90e8\u7b49\u5728\u5185\uff09\u5f00\u59cb\u91cd\u89c6\u7528\u6237\u4f53\u9a8c\uff0c\u5e76\u5728\u5176\u56e2\u961f\u5185\u914d\u7f6e\u4f53\u9a8c\u7c7b\u89d2\u8272\uff0c\u751a\u81f3\u4e00\u4e9b\u9ad8\u5ea6\u670d\u52a1\u5316\u7684\u5934\u90e8\u4f01\u4e1a\uff08\u5982\u5e73\u5b89\u3001\u81ea\u5982\u3001\u5c0f\u7c73\u7b49\uff09\u76f4\u63a5\u6210\u7acb\u4e86\u5ba2\u6237\u4f53\u9a8c\/\u7528\u6237\u4f53\u9a8c\u7ba1\u7406\u90e8\uff0c\u6574\u4f53\u6765\u8d1f\u8d23\u516c\u53f8\u5168\u4ea7\u54c1\u548c\u670d\u52a1\u7684\u4f53\u9a8c\u76d1\u6d4b\u548c\u7ba1\u7406\uff0c\u4f46\u662f\uff0c\u5982\u4f55\u5bf9\u4ea7\u54c1\/\u670d\u52a1\u8fdb\u884c\u6709\u6548\u7684\u4f53\u9a8c\u5ea6\u91cf\uff0c\u5e76\u5c06\u201c\u4f53\u9a8c\u6307\u6807\u201d\u4e0e\u201c\u8fd0\u8425\u53ca\u5546\u4e1a\u6307\u6807\u201d\u9ad8\u5ea6\u5173\u8054\uff0c\u6210\u4e3a\u4e86\u6446\u5728\u7ba1\u7406\u8005\u6848\u5934\u7684\u96be\u9898\u3002\u8fd8\u597d\uff0cNPS\u4f53\u7cfb\u7684\u9002\u65f6\u51fa\u73b0\u548c\u5b9e\u8df5\u6548\u679c\uff0c\u8ba9\u5927\u5bb6\u770b\u5230\u4e86\u66d9\u5149\uff0c\u518d\u6b21\u63f4\u5f15\u6587\u7ae0\u5f00\u5934\u9646\u5947\u7684\u8bed\u5f55\uff1a<strong>\u8861\u91cf\u4ea7\u54c1\u7684\u4f53\u9a8c\u597d\u4e0d\u597d\uff0c\u4ee5\u6211\u4e2a\u4eba\u7ecf\u9a8c\uff0c\u53ea\u6709\u4e00\u4e2a\u4e0d\u53ef\u66ff\u4ee3\u7684\u6307\u6807\u2014\u2014NPS\uff08\u51c0\u63a8\u8350\u503c\uff09<\/strong>\u3002<\/p>\n<p>NPS\u4f5c\u4e3a\u5ba2\u6237\u4e00\u7cfb\u5217\u4e3b\u89c2\u6001\u5ea6\uff08\u6ee1\u610f\u3001\u5fe0\u8bda\u3001\u60ca\u559c\u3001\u63a8\u8350\uff09\u7684\u6d53\u7f29\u7cbe\u54c1\uff0c\u521b\u5efa\u4e4b\u521d\u5c31\u4e0e\u5546\u4e1a\u6210\u957f\u7684\u9ad8\u5ea6\u76f8\u5173\uff0c\u800c\u7528\u6237\u5bf9\u4ea7\u54c1\/\u670d\u52a1\u7684\u4e3b\u89c2\u4f53\u9a8c\uff0c\u5b8c\u5168\u53ef\u4ee5\u7eb3\u5165\u5230NPS\u4e2d\u53bb\u3002\u4f9d\u6258NPS\u7684\u6307\u6807\u4f53\u7cfb\u5316\uff08\u7ed3\u6784\u5316\u65b9\u7a0b\uff09\uff0c\u91c7\u7528\u91cf\u5316\u7814\u7a76\u7684\u601d\u8def\uff0c\u5bfb\u6c42\u5f71\u54cd\u65e0\u5f62\u4f53\u9a8c\u4e2d\u7684\u771f\u6b63\u201c\u723d\u70b9\u201d\u3001\u201c\u75db\u70b9\u201d\u548c\u201c\u75d2\u70b9\u201d\u3002<\/p>\n<p><span style=\"color: #3366ff;\"><strong>4\u3001\u53ef\u843d\u5730\u5b9e\u8df5\uff1aNPS\u662f\u4e00\u5957\u7ba1\u7406\u5236\u5ea6<\/strong><\/span><\/p>\n<p>NPS\u8868\u9762\u770b\u4e0a\u53bb\u662f\u4e00\u4e2a\u51b7\u51b0\u51b0\u7684\u6570\u5b57\uff0c\u4f46\u5728\u51b0\u5c71\u4e4b\u4e0b\u6f5c\u85cf\u7684\uff0c\u662f\u652f\u6491NPS\u4ef7\u503c\u843d\u5730\u7684\u4e00\u5957\u7ba1\u7406\u5236\u5ea6\u3002\u4f5c\u4e3a\u4f01\u4e1a\u7ba1\u7406\u8005\u800c\u8a00\uff0c\u4e0d\u4ec5\u9700\u8981\u77e5\u9053NPS\u662f\u591a\u5c11\uff08\u52a8\u6001\u76d1\u6d4b\uff09\uff0c\u66f4\u9700\u8981\u77e5\u9053NPS\u662f\u9ad8\u8fd8\u662f\u4f4e\uff08\u884c\u4e1a\u548c\u7ade\u54c1\u76d1\u6d4b\uff09\uff0c\u9ad8\/\u4f4e\u5728\u54ea\u91cc\uff08\u5173\u8054\u6218\u7565\u3001\u89e6\u70b9\u3001\u5173\u7cfb\uff09\uff0c\u4e3a\u4ec0\u4e48\u53d8\u9ad8\/\u53d8\u4f4e\uff08\u81ea\u6211\u8bca\u65ad\uff09\uff0c\u6211\u4eec\u5982\u4f55\u5e94\u5bf9\u53d8\u5316\uff08\u843d\u5730\u7b56\u7565\uff09\uff0c\u662f\u5426\u6709\u6548\u9884\u6d4b\u4f01\u4e1a\/\u5546\u4e1a\u6210\u957f\u6307\u6807\uff08\u76f8\u5173\u5ea6\u6821\u9a8c\uff09\uff0c\u4f34\u968f\u8fd9\u4e00\u7cfb\u5217\u51b3\u7b56\u94fe\u6761\u7684\uff0c\u6b63\u662fNPS\u843d\u5730\u8fc7\u7a0b\u7684\u6700\u4f73\u5b9e\u8df5\u65b9\u6cd5\u3002NPS\u53c8\u88ab\u79f0\u4e3a\u5317\u6781\u661f\u7cfb\u7edf\uff0c\u8fd9\u4e2a\u201c\u5317\u6781\u661f\u201d\u4f53\u7cfb\u4e0d\u4ec5\u7275\u5f15\u7740\u4f01\u4e1a\u7684\u524d\u8fdb\u65b9\u5411\uff0c\u66f4\u63d0\u4f9b\u4e86\u4e00\u6574\u5957\u7275\u5f15\u673a\u5236\uff0c\u54ea\u4e2a\u4ea7\u54c1\/\u4e1a\u52a1\/\u670d\u52a1\u73af\u8282\u6389\u94fe\u5b50\uff0c\u9a6c\u4e0a\u53ef\u4ee5\u53d1\u73b0\u5e76\u52a0\u4ee5\u5f25\u8865\uff0c\u54ea\u4e2a\u73af\u8282\u7275\u5f15\u529b\u5f3a\uff0c\u53ef\u4ee5\u5feb\u901f\u7504\u522b\u540e\u91ca\u653e\u5176\u6700\u5927\u7275\u5f15\u4ef7\u503c\u3002<\/p>\n<p>\u817e\u8baf\u57282019\u5e7421\u5c81\u751f\u65e5\u7684\u65f6\u5019\uff0c\u66f4\u65b0\u4e86\u4f01\u4e1a\u7684\u4f7f\u547d\u548c\u613f\u666f\uff1a<strong>\u7528\u6237\u4e3a\u672c\uff0c\u79d1\u6280\u5411\u5584<\/strong>\uff0c\u4ece\u4e2d\u6211\u4eec\u53ef\u4ee5\u770b\u5230\u56fd\u5185\u6700\u4f18\u79c0\u7684\u4f01\u4e1a\u5bb6\u4e0d\u65ad\u4e3a\u5de8\u578b\u4f01\u4e1a\u6ce8\u5165\u201c\u4ee5\u7528\u6237\u4e3a\u4e2d\u5fc3\u201d\u7684\u7ec4\u7ec7\u6587\u5316\uff0c\u800cNPS\u8fd9\u5957\u7ba1\u7406\u5236\u5ea6\uff0c\u6b63\u5728\u901a\u8fc7\u4e0d\u540c\u7684\u6d4b\u91cf\u53ca\u5206\u6790\u65b9\u6cd5\uff0c\u5e2e\u52a9\u4f01\u4e1a\u627e\u5230\u95ee\u9898\u70b9\uff0c\u4f5c\u4e3a\u7ecf\u8425\u7b56\u7565\u7684\u5236\u5b9a\u4f9d\u636e\uff0c\u4e5f\u53ef\u4ee5\u505a\u4e3a\u8ffd\u8e2a\u7cfb\u7edf\uff0c\u6301\u7eed\u76d1\u6d4b\u4f53\u9a8c\u7684\u6539\u5584\u72b6\u51b5\uff0c\u4e45\u800c\u4e45\u4e4b\u5c06\u5f62\u6210\u4e00\u4e2a\u4f53\u9a8c\u4f18\u5316\u7684\u95ed\u73af\uff0c\u8df5\u884c\u201c\u7528\u6237\u601d\u7ef4\u9a71\u52a8\u4f01\u4e1a\u6210\u529f\u201d\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"menu5\" style=\"color: #3366ff;\"><strong>5. \u8c01\u5728\u7528NPS\uff1f<\/strong><\/span><\/h2>\n<p>NPS\u4f5c\u4e3a\u987e\u5ba2\u5fe0\u8bda\u5ea6\u8861\u91cf\u7684\u65b0\u6307\u6807\uff0c\u5341\u51e0\u5e74\u4e4b\u95f4\u4ece\u4e00\u4e2a\u6307\u6807\u6f14\u5316\u6210\u4e3a\u987e\u5ba2\u7ecf\u8425\u7684\u4e00\u5957\u7ba1\u7406\u4f53\u7cfb\uff0c\u5728\u56fd\u5916\u5e02\u573a\u8fc5\u901f\u63a8\u5e7f\u5f00\u6765\uff0c\u50cfApple\u91c7\u7528NPS\u4f5c\u4e3a\u957f\u671f\u7b56\u7565\u5236\u5b9a\u4ee5\u53ca\u65e5\u5e38\u4f53\u9a8c\u4f18\u5316\u4f9d\u636e\uff0c\u4e2d\u56fd\u5e73\u5b89\u5f15\u5165NPS\u76d1\u6d4b\u5168\u96c6\u56e2\u4e0b\u5404\u4e8b\u4e1a\u7ebf\u7684\u4f53\u9a8c\u72b6\u51b5\uff0c\u5176\u4ed6\u50cfFacebook \u3001Microsoft \u3001Sony\u3001Adobe\u3001PayPal\u3001Citigroup\u3001Allianz\u3001Expedia\u3001Southwest Airlines\u3001ebay\u3001AT&amp;T\u3001BBC\u3001Walmart\u3001P&amp;G\u7b49\u5404\u884c\u4e1a\u9886\u5148\u4f01\u4e1a\u4ee5\u53ca\u56fd\u5185\u5e02\u573a\u7684\u534e\u4e3a\u3001\u5929\u732b\u3001\u8682\u8681\u91d1\u670d\u3001\u817e\u8baf\u3001\u6ef4\u6ef4\u51fa\u884c\u3001\u4e2d\u56fd\u79fb\u52a8\u3001\u4e2d\u56fd\u8054\u901a\u3001\u4eac\u4e1c\u91d1\u878d\u7b49\u7686\u7eb7\u7eb7\u5bfc\u5165\uff0c\u7f8e\u56fd\u5df2\u6709\u8d85\u8fc72\/3\u7684\u8d22\u5bcc1000\u5f3a\u516c\u53f8\u5df2\u7ecf\u5e7f\u6cdb\u91c7\u7eb3\u8fd9\u4e00\u6307\u6807\u3002<\/p>\n<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/nps-corps-global-00.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67081\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/nps-corps-global-00.png\" alt=\"\" width=\"1000\" height=\"563\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/nps-corps-global-00.png 600w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/nps-corps-global-00-300x169.png 300w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/a><\/p>\n<p><span style=\"color: #999999;\"><em>\u56fe\u7247\u6765\u6e90<span style=\"color: #999999;\">\uff1a<a style=\"color: #999999;\" href=\"http:\/\/www.welluiux.com\/news\/1638.html\" target=\"_blank\" rel=\"noopener\">http:\/\/www.welluiux.com\/news\/1638.html<\/a><\/span><\/em><\/span><\/p>\n<p>\u4ee5\u4e0b\u662f\u901a\u8fc7\u5404\u8def\u6e20\u9053\u6536\u96c6\u5230\u7684\u56fd\u5185\u5916\u4f01\u4e1a\u91c7\u7eb3NPS\u7684\u5b9e\u8bc1\uff1a<\/p>\n<ul>\n<li><strong>\u82f9\u679c\u96f6\u552e\u5e97<br \/>\n<\/strong>2007\u5e74\u5f00\u59cb\u6d4b\u91cfNPS\u503c\uff0c\u5f53\u65f6\u4ed6\u6709163\u5bb6\u95e8\u5e97\uff0c\u5e73\u5747\u95e8\u5e97\u7684NPS\u503c\u662f58%\uff0c\u56e0\u4e3a\u5728NPS\u89c4\u5212\u548c\u6267\u884c\u4e0a\u7684\u4e13\u6ce8\u548c\u52aa\u529b\uff0cNPS\u503c\u4ece2007\u5e74\u768458%\uff0c\u63d0\u9ad8\u52302016\u5e74\u768472%\uff08400\u591a\u5bb6\uff09\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/www.zhihu.com\/question\/56113742\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<br \/>\n\u82f9\u679c\u6bcf\u5e74\u5bf9\u6240\u6709\u8d2d\u4e70\u82f9\u679c\u4ea7\u54c1\u7684\u5ba2\u6237\u53d1\u9001\u7535\u5b50\u90ae\u4ef6\uff0c\u8fdb\u884cNPS\u95ee\u5377\u6d4b\u8bd5\uff0c\u56de\u6536\u7387\u662f1%\u3002\u8fd9\u4e9bNPS\u53cd\u9988\u4fe1\u606f\u90fd\u4f1a\u88ab\u5206\u6790\u548c\u4f20\u9012\u5230\u82f9\u679c\u4e13\u5356\u5e97\u7684\u7ecf\u7406\u548c\u96c7\u5458\u90a3\u91cc\uff0c\u7528\u4e8e\u6539\u5584\u670d\u52a1\u548c\u5ba2\u6237\u4f53\u9a8c\u3002\u5c24\u5176\u5728\u53d1\u73b0\u4e00\u4e2a\u8d2c\u4f4e\u8005\uff08detractor\uff0c\u5bf9NPS\u6253\u5206\u57286\u5206\u4ee5\u4e0b\u7684\uff09\uff0c\u7ecf\u7406\u5fc5\u987b\u572824\u5c0f\u65f6\u5185\u7ed9\u8fd9\u4e2a\u4eba\u6253\u7535\u8bdd\uff0c\u63a2\u660e\u539f\u56e0\uff0c\u91c7\u53d6\u63aa\u65bd\uff0c\u5f62\u6210\u7ba1\u7406\u95ed\u5faa\u73af\u3002\u82f9\u679c\u5185\u90e8\u7684NPS\u7814\u7a76\u8005\u53d1\u73b0\uff0c\u53ea\u6709\u572824\u5c0f\u65f6\u4e4b\u5185\u4e0e\u8d2c\u4f4e\u8005\u7684\u6c9f\u901a\u548c\u79ef\u6781\u5904\u7406\uff0c\u624d\u5bfc\u81f4\u8fd9\u4e9b\u8d2c\u4f4e\u8005\u5728\u672a\u6765\u6700\u6709\u53ef\u80fd\u518d\u6b21\u8d2d\u4e70\u82f9\u679c\u4ea7\u54c1\uff0c\u5728\u8fd9\u4e2a\u65f6\u95f4\u6bb5\u4e0e\u8d2c\u4f4e\u8005\u7684\u6c9f\u901a\uff0c\u5149\u6bcf\u4e2a\u5c0f\u65f6\u5c31\u80fd\u7ed9\u82f9\u679c\u5e26\u67651000\u7f8e\u5143\u7684\u6536\u76ca\u3002<\/li>\n<li><strong>\u4e2d\u56fd\u5e73\u5b89<br \/>\n<\/strong>2013\u5e74\u5bfc\u5165NPS\u4f53\u7cfb\uff0c\u5e76\u57282014\u5e74\u8bbe\u7acb\u7528\u6237\u4f53\u9a8c\u90e8\uff0c\u4e2d\u56fd\u5e73\u5b89\u7684NPS\u5206\u6570\u4fbf\u9010\u5e74\u589e\u957f\uff0c\u57282015\u5e74\u548c2016\u5e74\u5206\u522b\u589e\u957f\u7387\u4e3a23%\u548c30%\uff0c\u6548\u679c\u663e\u8457\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/www.zhihu.com\/question\/56113742\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<br \/>\n<a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-pingan-00..png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67670 size-full\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-pingan-00..png\" alt=\"\" width=\"600\" height=\"338\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-pingan-00..png 600w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-pingan-00.-300x169.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><br \/>\n\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/www.jianshu.com\/p\/a6daf63c5a17\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u4e2d\u56fd\u79fb\u52a8<br \/>\n<\/strong>2015\u5e74\u6b63\u5f0f\u5f15\u5165NPS\uff08\u51c0\u63a8\u8350\u503c\uff09\u8003\u6838\u6307\u6807\uff0c\u542f\u52a8\u7ecf\u8425\u7b56\u7565\u8f6c\u578b\uff0c\u8bd5\u56fe\u901a\u8fc7\u91cd\u89c6\u5ba2\u6237\u751f\u547d\u5468\u671f\u7ba1\u7406\uff0c\u57f9\u517b\u5fe0\u8bda\u5ba2\u6237\u3002\u5728\u6b64\u4e4b\u524d\u76842014\u5e748\u6708\uff0c\u4e2d\u56fd\u79fb\u52a8\u8017\u65f6\u534a\u6708\u5728\u5e7f\u4e1c\u3001\u5317\u4eac\u7b4910\u4e2a\u7701\u5e02\u8fdb\u884c\u7528\u6237\u6ee1\u610f\u5ea6\u8c03\u7814\u3002\u5728\u8c03\u7814\u62a5\u544a\u4e2d\uff0c\u4e2d\u56fd\u79fb\u52a8\u79f0\u5176NPS\u503c\u4e3a39.7%\uff0c\u800c4G\u4e1a\u52a1NPS\u503c\u5219\u4e3a48%\uff0c\u4e24\u9879NPS\u6570\u503c\u5747\u8fdc\u9ad8\u4e8e\u884c\u4e1a\u5e73\u5747\u6c34\u5e73\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"http:\/\/m.21jingji.com\/article\/20150311\/ffba22ad573774365879c58ba6d3b049.html\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u963f\u91cc\u5df4\u5df4<\/strong><br \/>\nNPS\u5728\u96c6\u56e2\u5185\u5b83\u7684\u91cd\u89c6\u5ea6\u662f\u5f88\u9ad8\uff0c\u57fa\u672c\u4e0a\u963f\u91cc\u7cfb\u6240\u6709\u7684\u4ea7\u54c1\u90fd\u4f1a\u6709\u6307\u6807\u3002\u6dd8\u7968\u7968\u4e5f\u4e00\u76f4\u6709\u5728\u505aNPS\u7684\u76d1\u6d4b\uff0c\u4ece\u8fd9\u6b21\u6539\u7248\u4e4b\u540e\u6765\uff0c\u6dd8\u7968\u7968\u6240\u6709\u7528\u6237\u7fa4\u6307\u6807\u63d0\u5347\u4e86\u5e94\u8be5\u6709\u4e94\u4e2a\u767e\u5206\u70b9\uff0c\u7136\u540e\u5e74\u8f7b\u7528\u6237\u7684\u767e\u5206\u70b9\u5728\u516b\u4e2a\u4ee5\u4e0a\u3002NPS\u662f\u4e00\u4e2a\u975e\u5e38\u5173\u952e\u7684\u8861\u91cf\u7528\u6237\u6ee1\u610f\u5ea6\u7684\u6307\u6807\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/uxren.cn\/?p=64332\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>Airbnb<br \/>\n<\/strong>\u5c06NPS\u503c\u5168\u9762\u5730\u7528\u4e8e\u5ea6\u91cf\u7528\u6237\u5fe0\u8bda\u5ea6\u3002\u4ed6\u4eec\u76f8\u4fe1\u8fd9\u662f\u4e00\u79cd\u66f4\u4e3a\u6709\u6548\u7684\u8bc4\u4f30\u7528\u6237\u518d\u6b21\u9884\u8ba2\u6216\u5411\u670b\u53cb\u63a8\u8350\u7684\u53ef\u80fd\u6027\u7684\u6307\u6807\u3002<br \/>\n\u6700\u521d\u662f\u6211\u4eec\u7684CEO\u517c\u8054\u5408\u521b\u59cb\u4ebaFloyd Marinescu\u5021\u5bfc\u4f7f\u7528NPS\uff0c\u5e76\u5f88\u5feb\u88abQCon\u5df4\u897f\u56e2\u961f\u91c7\u7528\u3002\u4ece\u90a3\u4e4b\u540e\u6211\u4eec\u9010\u6e10\u5728\u5404\u9879\u4ea7\u54c1\u4e2d\u4f7f\u7528NPS\u3002\u5bf9\u4e8eQCon\uff0c\u6211\u4eec\u5728\u4f1a\u8bae\u7ed3\u675f\u540e\u5206\u53d1\u7ed9\u53c2\u4f1a\u8005\u7684\u8c03\u67e5\u95ee\u5377\u91cc\u52a0\u5165\u4e86NPS\u95ee\u9898\u3002\u6700\u8fd1\uff0c\u6211\u4eec\u8fd8\u4f7f\u7528\u7b2c\u4e09\u65b9\u5de5\u5177Qeryz\u8be2\u95ee\u7b2c\u4e00\u6b21\u4f7f\u7528InfoQ\u7684\u8bfb\u8005NPS\u95ee\u9898\u3002\u6211\u4eec\u76f8\u5f53\u6ee1\u610f\u6211\u4eec\u5f97\u5230\u7684NPS\u503c42%\uff0c\u800c\u5f97\u5206\u6700\u9ad8\u7684\u82f1\u56fdQCon\u662f53%\u3002\u6211\u4eec\u8ba4\u4e3a\u73b0\u5728\u7684\u5f97\u5206\u5f88\u4e0d\u9519\uff0c\u4f46\u5728\u516c\u53f8\u5185\u90e8\u6709\u5f88\u5927\u7684\u4e3b\u52a8\u6027\u8981\u63d0\u5347NPS\u503c\u3002 NPS\u503c\u53ea\u662f\u6211\u4eec\u4f7f\u7528\u7684\u82e5\u5e72\u5ea6\u91cf\u503c\u4e2d\u7684\u4e00\u4e2a\uff0c\u4f46\u5b83\u786e\u5b9e\u6709\u5e2e\u52a9\u3002\u5982\u679cNPS\u503c\u4e0b\u964d\uff0c\u8fd9\u662f\u4e00\u4e2a\u5f88\u6709\u6548\u7684\u9884\u8b66\u4fe1\u53f7\uff0c\u8868\u793a\u6211\u4eec\u9700\u8981\u8fdb\u884c\u8c03\u67e5\u5e76\u5c1d\u8bd5\u89e3\u51b3\u95ee\u9898\u4e86\u3002\u5b83\u4e5f\u53ef\u4ee5\u5f88\u597d\u5730\u5e2e\u52a9\u6211\u4eec\u6bd4\u8f83\u4e0d\u540c\u4ea7\u54c1\u3001\u4e0d\u540c\u5730\u533a\u7684\u6548\u679c\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/cloud.tencent.com\/developer\/article\/1106450\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u8d1d\u6069\u516c\u53f8\u8054\u5408\u5929\u732b\u5927\u5feb\u6d88\u3001\u963f\u91cc\u5988\u5988<\/strong><br \/>\n\u79c9\u627f\u201c\u4ee5\u6d88\u8d39\u8005\u4e3a\u4e2d\u5fc3\u7684\u6570\u5b57\u5316\u8f6c\u578b\u201d\u7406\u5ff5\uff0c\u4e8e2020\u5e743\u6708\u91cd\u78c5\u53d1\u5e03\u300a\u6eaf\u6e90\u8ffd\u672c\uff0c\u9006\u52bf\u589e\u957f\uff1aGROW 2.0\u54c1\u724c\u6570\u5b57\u5316\u589e\u957f\u89e3\u51b3\u65b9\u6848\u4e0e\u5e94\u7528\u300b\uff0c\u4e3a\u54c1\u724c\u5546\u63d0\u4f9b\u5168\u9762\u7684\u89e3\u51b3\u65b9\u6848\u3002\u4ee5\u67d0\u6d17\u53d1\u6c34\u54c1\u724c\u4e3a\u4f8b\uff0c\u5176\u7acb\u8db3\u201c\u660e\u9053\u201d\u677f\u5757\u4e2d\u7684\u201c\u56db\u5927\u524d\u63d0\u201d\uff0c\u57fa\u4e8e100\u4f59\u4e2a\u54c1\u724c\u5386\u53f2\u6d88\u8d39\u8005\u7684\u4ea4\u53c9\u8d2d\u4e70\u884c\u4e3a\u5206\u6790\uff0c\u901a\u8fc7\u9002\u7528\u4eba\u7fa4\u3001\u4ef7\u683c\u6bb5\u3001\u5404\u7c7b\u529f\u6548\u3001\u4ea7\u5730\u3001\u662f\u5426\u5c5e\u4e8e\u4e92\u8054\u7f51\u54c1\u724c\u7b4920\u4f59\u4e2a\u6807\u7b7e\uff0c\u8bc6\u522b\u51fa\u4ee5\u4e0b\u4e09\u7c7b\u51b3\u7b56\u56e0\u5b50\uff1a\u9002\u7528\u4eba\u7fa4\uff08\u6210\u4eba\u3001\u513f\u7ae5\uff09\u3001\u4ef7\u683c\u5b9a\u4f4d\uff08\u5927\u4f17\u3001\u9ad8\u7aef\u3001\u8d85\u9ad8\u7aef\u7b49\uff09\u548c\u90e8\u5206\u4e3b\u8981\u529f\u80fd\uff08\u53bb\u5c51\/\u975e\u53bb\u5c51\u3001\u9999\u6c1b\/\u975e\u9999\u6c1b\u3001\u4fee\u590d\/\u975e\u4fee\u590d\u7b49\uff09\u3002\u57fa\u4e8e\u51b3\u7b56\u56e0\u5b50\uff0c\u7ebf\u4e0a\u6d17\u53d1\u6c34\u5e02\u573a\u6700\u7ec8\u88ab\u5212\u5206\u4e3a\u516b\u5927\u7fa4\u843d\uff08\u56fe1\uff09\u3002\u8be5\u54c1\u724c\u7684\u76ee\u6807\u5e02\u573a\u96c6\u4e2d\u5728\u7fa4\u843d1\u3001\u7fa4\u843d4\u548c\u7fa4\u843d5\u3002\u5728\u7fa4\u843d1\u4e2d\uff0c\u8be5\u54c1\u724c\u4f18\u52bf\u660e\u663e\uff0c\u7a33\u5c45\u5e02\u573a\u7b2c\u4e00\uff1b\u5728\u7fa4\u843d4\u4e2d\uff0c\u8be5\u54c1\u724cGMV\u4f4d\u5c45\u884c\u4e1a\u7b2c\u56db\uff0c\u4e0e\u7b2c\u4e8c\u548c\u7b2c\u4e09\u540d\u54c1\u724c\u4efd\u989d\u5dee\u8ddd\u4e0d\u5927\uff1b\u5728\u7fa4\u843d5\u4e2d\uff0c\u54c1\u724c\u5e02\u573a\u4efd\u989d\u4f4d\u5c45\u7b2c\u4e8c\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/www.bain.cn\/news_info.php?id=1071\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u4eac\u4e1c\u96f6\u552e<\/strong><br \/>\n2018\u5e74\u4eac\u4e1c\u96f6\u552e\u8fd8\u5168\u9762\u843d\u5730NPS\uff08\u7528\u6237\u4f53\u9a8c\u6307\u6570\uff09\u8003\u6838\u673a\u5236\uff0c\u4f53\u9a8c\u7c7b\u6307\u6807\u9996\u6b21\u6210\u4e3aKPI\uff0c\u4f53\u73b0\u51fa\u8df5\u884c\u7ecf\u8425\u7406\u5ff5\u548c\u5b9e\u73b0\u6709\u8d28\u91cf\u589e\u957f\u7684\u51b3\u5fc3\u3002\u53e6\u4e00\u4e2a\u503c\u5f97\u5173\u6ce8\u7684\u6570\u5b57\u662f\uff0c11\u670820\u65e5\u5f90\u96f7\u5728\u51fa\u5e2d\u4eac\u4e1c\u96c6\u7ea6\u5316\u5ba2\u670d\u4e2d\u5fc3\u6210\u7acb\u5341\u5468\u5e74\u5e86\u5178\u65f6\u8868\u793a\uff0c\u4eac\u4e1c\u5728\u8fc7\u53bb\u5341\u5e74\u7d2f\u8ba1\u4e3a\u5ba2\u670d\u6295\u5165\u8d85\u8fc7150\u4ebf\u5143\u7684\u57fa\u7840\u4e0a\uff0c\u5c06\u7ee7\u7eed\u52a0\u5927\u5bf9\u5ba2\u670d\u7684\u6295\u5165\uff0c\u4e3a\u6d88\u8d39\u8005\u63d0\u4f9b\u66f4\u4e3a\u4f18\u8d28\u7684\u8d2d\u7269\u4f53\u9a8c\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"http:\/\/www.xinhuanet.com\/tech\/2019-12\/27\/c_1125394956.htm\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u4eac\u4e1c\u91d1\u878d<br \/>\n<\/strong>\u4eac\u4e1c\u91d1\u878d\u7684\u6574\u4f53\u7684\u4e1a\u52a1\u5206\u4e3a\u5c0f\u91d1\u5e93\u3001\u57fa\u91d1\u3001\u501f\u8d37\u3001\u652f\u4ed8\u3001\u751f\u6d3b\u4e94\u4e2a\u529f\u80fd\u3002\u7136\u540e\u6bcf\u4e2a\u529f\u80fd\u4ece\u4e1a\u52a1\u529f\u80fd\u3001\u4f7f\u7528\u6d41\u7a0b\u3001\u54c1\u724c\u5f62\u8c61\u3001\u5ba2\u00a0\u6237\u670d\u52a1\u3001\u7528\u6237\u8fd0\u8425\u4e94\u4e2a\u7ef4\u5ea6\u53bb\u8fdb\u884c\u8fd0\u8425\uff0c\u6bcf\u4e2a\u7ef4\u5ea6\u53c8\u5206\u4e3a2~3\u4e2a\u5b50\u7ef4\u5ea6\u53bb\u8fdb\u884c\u8bbe\u8ba1\u95ee\u5377\uff0c\u7136\u540e\u5c06\u95ee\u5377\u6295\u653e\u4e0b\u53bb\u3002\u5bf9\u4e8e\u6574\u4e2aAPP\u6765\u8bf4\uff0c\u4e0d\u662f\u6bcf\u4e2a\u4e1a\u52a1\u90fd\u662f\u91cd\u70b9\uff0c\u4eac\u4e1c\u91d1\u878d\u56e2\u961f\u4f1a\u6839\u636e\u6bcf\u9879\u4e1a\u52a1\u7684\u91cd\u8981\u7a0b\u5ea6\u8bc4\u4f30\u4e00\u4e2a\u8d21\u732e\u5ea6\uff0c\u7136\u540e\u5bf9\u5e94\u6bcf\u9879\u4e1a\u52a1\u7684NPS\u60c5\u51b5\uff0c\u518d\u6839\u636e\u529f\u80fd\u5360\u6bd4\u7684\u91cd\u8981\u7a0b\u5ea6\u6392\u4e2a\u4f18\u5148\u7ea7\uff0c\u6311\u51fa\u4e0b\u4e2a\u7248\u672c\u4e9f\u5f85\u6539\u5584\u7684\u5730\u65b9\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"http:\/\/www.sutuigongchang.com\/?p=1841\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<br \/>\n<a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-00.jpg\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67365\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-00.jpg\" alt=\"\" width=\"800\" height=\"448\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-00.jpg 1932w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-00-300x168.jpg 300w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-00-768x430.jpg 768w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-00-1024x573.jpg 1024w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/a><br \/>\n<a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-01.jpg\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67366\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-01.jpg\" alt=\"\" width=\"600\" height=\"924\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-01.jpg 714w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-01-195x300.jpg 195w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/jd-fintech-nps-case-01-665x1024.jpg 665w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/li>\n<li><strong>\u7231\u7acb\u4fe1<br \/>\n<\/strong>\u526f\u603b\u88c1Shamir Shoham\u57282015\u5e74\u4e16\u754c\u79fb\u52a8\u901a\u4fe1\u5927\u4f1a\uff08MWC\uff09\u671f\u95f4\uff0c\u63a5\u53d7\u8bb0\u8005\u91c7\u8bbf\u65f6\u8868\u793a\uff0c\u76ee\u524d\u7edd\u5927\u90e8\u5206\u7535\u4fe1\u8fd0\u8425\u5546\u7684NPS\u90fd\u4f4e\u4e8e5%\uff0c\u751a\u81f3\u5f88\u591a\u4e3a\u8d1f\u503c\u3002\u800c\u76f8\u6bd4\u4e4b\u4e0b\uff0c\u82f9\u679c\u3001Google\u7b49\u4e92\u8054\u7f51\u516c\u53f8\u7684NPS\u8d85\u8fc770%\u3002<\/li>\n<li><strong>\u6ef4\u6ef4<\/strong><br \/>\n\u7a0b\u7ef4\u5728\u6ef4\u6ef42018\u5e74\u4f1a\u4e0a\u6f14\u8bb2\uff1a\u8fc7\u53bb\u4e00\u5e74\uff082017\uff09\u7684\u65f6\u95f4\uff0c\u6ef4\u6ef4\u6bcf\u5468\u4e00\u65e9\u4e0a\u4e5d\u70b9\u949f\u5f00\u59cb\u7684\u7b2c\u4e00\u4e2a\u65e9\u4f1a\u4e0a\uff0c\u6240\u6709\u9ad8\u7ba1\u5750\u4e0b\u6765\uff0c\u4e00\u8d77\u601d\u8003\u548c\u590d\u76d8\u6ef4\u6ef4\u662f\u5426\u6709\u670d\u52a1\u597d\u7528\u6237\u3002\u8fd9\u4e00\u5e74\u65f6\u95f4\uff0c\u6ef4\u6ef4\u7684 NPS\uff08Net Promoter Score\uff0c\u51c0\u63a8\u8350\u503c\uff09\u548c\u7528\u6237\u6ee1\u610f\u5ea6\u90fd\u6709\u624e\u5b9e\u7684\u63d0\u5347\uff1b\u7528\u4ed6\u7684\u8bdd\u8bf4\uff0c\u6ef4\u6ef4 \u201c\u8e72\u4e0b\u6765\u201d \u662f\u4e3a\u4e86\u80fd\u591f\u66f4\u597d\u5730 \u201c\u8df3\u8d77\u6765\u201d\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/www.ifanr.com\/1003735\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<br \/>\n\u6ef4\u6ef4\u51fa\u884cPMO\u603b\u76d1\u6613\u82b9\u82b9\u57282016\u5e74\u505a\u4e86\u9898\u4e3a\u300a\u652f\u6491\u6ef4\u6ef4\u9ad8\u6b4c\u731b\u8fdb\u7684\u7ba1\u7406\u57fa\u77f3\u300b\u7684\u5206\u4eab\uff0c\u8bb2\u8ff0\u6ef4\u6ef4\u5185\u90e8\u7684\u6570\u636e\u9a71\u52a8\u7ba1\u7406\u6a21\u5f0f\uff0c\u5176\u4e2d\u5728\u4f53\u9a8c\u9a71\u52a8\u4e2d\uff0c\u628aNPS\u4f5c\u4e3a\u6838\u5fc3\u8003\u6838\u6307\u6807\u4e4b\u4e00\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/www.useit.com.cn\/thread-12225-1-1.html\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<br \/>\n<a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-didi-00.jpg\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67626 size-full\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-didi-00.jpg\" alt=\"\" width=\"600\" height=\"450\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-didi-00.jpg 600w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-didi-00-300x225.jpg 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/li>\n<li><strong>\u7f51\u6613\u6709\u9053<\/strong><br \/>\n\u7f51\u6613\u6709\u9053\u51e0\u4e4e\u6240\u6709\u4ea7\u54c1\u7ebf\u90fd\u4f1a\u6536\u96c6 NPS\uff0c\u4e00\u822c\u5728 app \u7684\u300c\u6211\u7684\u300d\u6216\u8005\u300c\u8bbe\u7f6e\u300d\u9875\u9762\u653e\u7f6e\u56fa\u5b9a\u5165\u53e3\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/www.jianshu.com\/p\/e61f178e48c1\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u5feb\u624b<br \/>\n<\/strong>\u57282019\u4e0b\u534a\u5e74\u7684\u7528\u6237\u51c0\u63a8\u8350\u503cNPS\u73af\u6bd4\u63d0\u9ad8\u4e86\u63a5\u8fd1\u4e00\u534a\u3002\u800c\u8fd9\u80cc\u540e\u4e5f\u6e90\u4e8e\u793e\u533a\u98ce\u6c14\u7684\u6539\u5584\uff0c\u8ba9\u7528\u6237\u5bf9\u5feb\u624b\u8fd9\u6b3e\u4ea7\u54c1\u6709\u4e86\u66f4\u591a\u597d\u611f\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/www.sohu.com\/a\/353491241_120325\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u851a\u6765<\/strong><br \/>\n\u6309\u7167\u851a\u6765\u6c7d\u8f66\u7528\u6237\u8fd0\u8425\u526f\u603b\u88c1\u9b4f\u5065\u7684\u8bf4\u6cd5\uff0c\u5168\u56fd\u5df2\u7ecf\u67091300\u591a\u540d\u851a\u6765\u7684\u5fd7\u613f\u8005\u7528\u6237\u5229\u7528\u4e1a\u4f59\u65f6\u95f4\u53bb\u851a\u6765\u7684\u95e8\u5e97\u514d\u8d39\u5356\u8f66\u3002\u5bf9\u4e8e\u851a\u6765\u6765\u8bf4\uff0c\u8fd9\u4e9b\u4e3e\u52a8\u53d1\u6325\u4e86\u76f8\u5f53\u91cd\u8981\u7684\u4f5c\u7528\uff0c\u851a\u6765\u521b\u59cb\u4eba\u674e\u658c\u900f\u9732\uff0c<strong>2019\u5e74\u851a\u6765\u4ea4\u4ed8\u7684\u8d85\u8fc72\u4e07\u8f86\u65b0\u8f66\u4e2d\uff0c\u670948%\u7684\u9500\u91cf\u662f\u7531\u8001\u7528\u6237\u63a8\u8350\u65b0\u7528\u6237\u5b8c\u6210\u7684\u3002<\/strong>\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/awtmt.com\/articles\/3586439\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u817e\u8baf\u5fae\u4fdd<\/strong><br \/>\n\u4f5c\u4e3a\u817e\u8baf\u65d7\u4e0b\u4fdd\u9669\u670d\u52a1\u5e73\u53f0\u2014\u2014\u5fae\u4fdd\uff08WeSure\uff09\u63a8\u51fa\u7684\u9996\u6b3e\u4e3b\u6253\u4ea7\u54c1\uff0c\u201c\u5fae\u533b\u4fdd\u201d\u4ec5\u63a8\u51fa\u4e24\u4e2a\u6708\u5c31\u53d6\u5f97\u4e86\u5e7f\u6cdb\u597d\u8bc4\u30022018\u5e74\u521d\uff0c\u636e\u6765\u81ea\u5fae\u533b\u4fdd\u7684\u5ba2\u6237\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u6570\u636e\u663e\u793a\uff0c90%\u7684\u7528\u6237\u5747\u8868\u793a\u613f\u610f\u5411\u4eb2\u53cb\u5f3a\u70c8\u63a8\u8350\u5fae\u533b\u4fdd\u3002\u800c\u5fae\u533b\u4fdd\u4e3a\u9f13\u52b1\u7528\u6237\u5065\u5eb7\u751f\u6d3b\u7684\u201c\u8fd0\u52a8\u9f13\u52b1\u91d1\u201d\u6d3b\u52a8\u81ea\u63a8\u51fa\u4ee5\u6765\uff0c\u53c2\u4e0e\u6d3b\u52a8\u7684\u7528\u6237\u5df2\u7d2f\u8ba1\u8d70\u51fa\u4e86200\u4ebf\u6b65\u7684\u6210\u7ee9\uff0c\u76f8\u5f53\u4e8e\u56f4\u7ed5\u5730\u7403\u8d70\u4e86400\u5708\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"http:\/\/science.china.com.cn\/2018-01\/18\/content_40192835.htm\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u5c0f\u733f\u641c\u9898<br \/>\n<\/strong>\u901a\u8fc7NPS\u53d1\u73b0\u4f4eNPS\u7684\u4eba\u7fa4\u662f\u5c0f\u5b66\u751f\uff0c\u56e0\u4e3a\u548c\u4ea7\u54c1\u5b9a\u4f4d\u4e0d\u4e00\u6837\u6240\u4ee5\u8fd9\u90e8\u5206\u4eba\u7fa4NPS\u8f83\u4f4e\uff0c\u66f4\u6539slogen\u540eNPS\u63d0\u5347\u5f88\u591a\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/www.zhihu.com\/question\/56113742\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<\/li>\n<li><strong>\u9876\u5471\u5471\u96c6\u56e2<br \/>\n<\/strong>2020\u5e741\u6708\u5728\u56db\u5ddd\u6210\u90fd\u9876\u5471\u5471\u653f\u4f01\u670d\u52a1\u4e2d\u5fc3\u5f00\u5c55\u4e86\u4e00\u573aNPS\u7ba1\u7406\u8005\u57f9\u8bad\uff0c\u7531\u96c6\u56e2\u6210\u90fd\u878d\u8d44\u4e8b\u4e1a\u90e8\u603b\u7ecf\u7406\u738b\u5609\u4e3b\u8bb2\uff0c\u8fd1\u5343\u540d\u9876\u5471\u5471\u56e2\u961f\u6210\u5458\u53c2\u4e0e\u5b66\u4e60\u3002\uff08<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"https:\/\/m.tech.china.com\/redian\/2020\/0110\/450228.html\" target=\"_blank\" rel=\"noopener\">\u6765\u6e90<\/a><\/span>\uff09<br \/>\n\u5728NPS\u7684\u843d\u5730\u6267\u884c\u4e2d\uff0c\u4e00\u5b9a\u8981\u91cd\u89c6\u505a\u597d\u5ba2\u6237\u7684\u56de\u8bbf\uff0c\u5bf9\u4e8e\u8d2c\u4f4e\u578b\u5ba2\u6237\u7684\u7ef4\u62a4\uff0c\u5728\u56de\u8bbf\u7684\u8fc7\u7a0b\u4e2d\u9996\u5148\u8981\u505a\u7684\u4e8b\u60c5\u5c31\u662f\u81f4\u6b49\uff0c\u7528\u81ea\u5df1\u7684\u4e13\u4e1a\u548c\u8010\u5fc3\u89e3\u7b54\u5ba2\u6237\u7591\u60d1\uff0c\u6162\u6162\u6d88\u9664\u5ba2\u6237\u5fc3\u4e2d\u82a5\u8482\uff0c\u4ece\u800c\u6539\u53d8\u5ba2\u6237\u770b\u6cd5\uff0c\u8ba9\u5ba2\u6237\u8ba4\u53ef\u5e73\u53f0\u3001\u8ba4\u53ef\u9500\u552e\u4eba\u5458\uff0c\u5f15\u5bfc\u6210\u4e3a\u6211\u4eec\u7684\u63a8\u8350\u578b\u5ba2\u6237\u3002<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>\u8fd9\u91cc\u6709\u8d1d\u6069\u516c\u53f8\uff08bain\uff09\u501f\u52a9NPS\u670d\u52a1\u8fc7\u7684\u5404\u884c\u4e1a\u5ba2\u6237\u540d\u5f55\uff08\u4e3b\u8981\u5317\u7f8e\u4f01\u4e1a\u4e3a\u4e3b\uff09\uff1a<\/strong><\/p>\n<ul>\n<li><strong><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.netpromotersystem.com\/about\/companies-that-use-net-promoter\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.netpromotersystem.com\/about\/companies-that-use-net-promoter\/<\/a><\/span><\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>\u6211\u8fd9\u91cc\u518d\u5b89\u5229\u4e00\u7bc7UXRen\u793e\u533a\u7684\u8bd1\u6587\uff0c\u91cc\u9762\u8bb2\u8ff0\u4e86\u5168\u740334\u4e2a\u77e5\u540d\u4f01\u4e1a\u7684NPS\u6210\u529f\u5b9e\u8df5\u5b89\u5229\uff1a<\/p>\n<ul>\n<li><strong><span style=\"color: #3366ff;\">\u300a<a style=\"color: #3366ff;\" href=\"https:\/\/uxren.cn\/?p=67264\" target=\"_blank\" rel=\"noopener\">\u501f\u52a9NPS\u83b7\u53d6\u5546\u4e1a\u6210\u529f\u768434\u4e2a\u6848\u4f8b\u300b<\/a><\/span><\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><span id=\"menu6\" style=\"color: #3366ff;\"><strong>6. \u6709\u54ea\u4e9bNPS\u884c\u4e1a\u57fa\u51c6\u53ef\u4f9b\u53c2\u8003\uff1f<\/strong><\/span><\/h2>\n<h3><span style=\"color: #3366ff;\"><strong>#1 \u5317\u7f8eNPS\u884c\u4e1a\u57fa\u51c6\u6570\u636e<\/strong><\/span><\/h3>\n<p>\u53d1\u5e03\u8005\uff1a<strong>Qualtrics\u4e0b\u5c5e\u7684XM Institute<br \/>\n<\/strong>\u53d1\u5e03\u65f6\u95f4\uff1a<strong>2018\u5e74\u7b2c\u4e09\u5b63\u5ea6<br \/>\n<\/strong>\u8c03\u7814\u6837\u672c\uff1a<strong>\u5bf910,000\u540d\u7f8e\u56fd\u6d88\u8d39\u8005\u8fdb\u884c\u8c03\u67e5<br \/>\n<\/strong>\u8c03\u7814\u8986\u76d6\u5ea6\uff1a<strong>20\u4e2a\u884c\u4e1a\uff0c340\u591a\u5bb6\u516c\u53f8<br \/>\n<\/strong><span style=\"color: #333333;\">\u6570\u636e\u6765\u6e90\uff1a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.qualtrics.com\/marketplace\/nps-benchmarks\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.qualtrics.com\/marketplace\/nps-benchmarks\/<\/a><br \/>\n<\/span><\/span>\u4f01\u4e1a\u80cc\u666f\uff1a<strong>\u5fb7\u56fd\u5546\u4e1a\u8f6f\u4ef6\u5de8\u5934SAP\u57282019\u5e74\u4ee580\u4ebf\u7f8e\u5143\u6536\u8d2d\u7f8e\u56fd\u5728\u7ebf\u8c03\u67e5\u53ca\u4e13\u4e1a\u7684\u7528\u6237\u4f53\u9a8c\u7ba1\u7406\u516c\u53f8Qualtrics\u3002<\/strong>SAP\u9996\u5e2d\u6267\u884c\u5b98Bill McDermott\u8868\u793a\uff1a\u201cSAP\u548cQualtrics\u5c06\u540c\u5fc3\u534f\u529b\uff0c\u56e0\u4e3a\u5546\u4e1a\u7684\u672a\u6765\u5c31\u5728\u4e8e\u6d88\u8d39\u8005\u4f53\u9a8c\u7ba1\u7406\u3002\u201dQualtrics\u7684\u4e3b\u8981\u4e1a\u52a1\u4e3a\u6536\u96c6\u7f51\u7edc\u5ba2\u6237\u6570\u636e\uff0c\u5e76\u4e3a\u5168\u7403\u7ea69000\u5bb6\u4f01\u4e1a\u63d0\u4f9b\u53cd\u9988\u3002<\/p>\n<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/XM-benchmarks-by-industry-00.jpg\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-67020\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/XM-benchmarks-by-industry-00.jpg\" alt=\"\" width=\"580\" height=\"824\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/XM-benchmarks-by-industry-00.jpg 580w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/XM-benchmarks-by-industry-00-211x300.jpg 211w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<h3><strong><span style=\"color: #3366ff;\">#2 \u5317\u7f8eNPS\u884c\u4e1a\u57fa\u51c6\u6570\u636e<\/span><\/strong><\/h3>\n<p>\u53d1\u5e03\u8005\uff1a<strong>NICE Satmetrix<\/strong><br \/>\n\u6837\u672c\uff1a<strong>\u8d85\u8fc76.8\u4e07\u540d\u7f8e\u56fd\u6d88\u8d39\u8005<\/strong><br \/>\n\u8986\u76d6\u5ea6\uff1a<strong>23\u4e2a\u884c\u4e1a\uff0c192\u4e2a\u54c1\u724c<\/strong><br \/>\n\u53d1\u5e03\u65f6\u95f4\uff1a<strong>2019\u5e74 \u5e74\u5ea6\u884c\u4e1a\u57fa\u51c6\u62a5\u544a<\/strong><br \/>\n<span style=\"color: #333333;\">\u6570\u636e\u6765\u6e90\uff1a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.satmetrix.com\/infographic\/2019-us-consumer-benchmarks\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.satmetrix.com\/infographic\/2019-us-consumer-benchmarks\/<\/a><\/span><\/span><\/p>\n<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/Average-NPS-USA-00.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67021 size-full\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/Average-NPS-USA-00.png\" alt=\"\" width=\"821\" height=\"789\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/Average-NPS-USA-00.png 821w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/Average-NPS-USA-00-300x288.png 300w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/Average-NPS-USA-00-768x738.png 768w\" sizes=\"(max-width: 821px) 100vw, 821px\" \/><\/a><\/p>\n<h2><\/h2>\n<h3><span style=\"color: #3366ff;\"><strong>#3 \u56fd\u5185NPS\u884c\u4e1a\u57fa\u51c6\u6570\u636e\uff08<span style=\"font-family: Arial;\">C-NPS<\/span>\uff09<\/strong><\/span><\/h3>\n<p style=\"text-align: left;\">\u53d1\u5e03\u8005\uff1a<strong>\u4e2d\u56fd\u987e\u5ba2\u63a8\u8350\u5ea6\u6307\u6570<span style=\"font-family: Arial;\">\uff08China Net Promoter Score<\/span>\uff0c\u7b80\u79f0C-<span style=\"font-family: Arial;\">NPS\uff09<\/span><br \/>\n<\/strong>\u53d1\u5e03\u65f6\u95f4\uff1a<strong>2020\u5e741\u67088\u65e5\uff082015\u5e74\u81f3\u4eca\u6bcf\u5e741\u671f\uff09<br \/>\n<\/strong>\u8c03\u7814\u6837\u672c\uff1a<strong>3,052,300\uff08\u5386\u65f612\u4e2a\u6708\uff0c100\u4e2a\u57ce\u5e02\uff0c15-64\u5c81\u5c45\u6c11\uff0c\u7ebf\u4e0a\u7ebf\u4e0b\u76f8\u7ed3\u5408\uff09<br \/>\n<\/strong>\u8c03\u7814\u8986\u76d6\u5ea6\uff1a<strong>\u8986\u76d6215\u4e2a\u7ec6\u5206\u884c\u4e1a\uff0c\u6d89\u53ca\u88ab\u8bc4\u4ef7\u4e3b\u6d41\u54c1\u724c10900\u4f59\u4e2a\u3002<br \/>\n<\/strong><span style=\"color: #333333;\">\u6570\u636e\u6765\u6e90\uff1a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"http:\/\/www.chn-brand.org\/c-nps\/default2020.htm\" target=\"_blank\" rel=\"noopener\">http:\/\/www.chn-brand.org\/c-nps\/default2020.htm<\/a><br \/>\n<\/span><\/span>\u673a\u6784\u80cc\u666f\uff1a\u4e2d\u56fd\u987e\u5ba2\u63a8\u8350\u5ea6\u6307\u6570<span style=\"font-family: Arial;\">(China Net Promoter Score<\/span>\uff0c\u7b80\u79f0<span style=\"font-family: Arial;\">C-NPS)<\/span>\u662f\u7531\u4e2d\u56fd\u9886\u5148\u7684\u54c1\u724c\u8bc4\u7ea7\u4e0e\u54c1\u724c\u987e\u95ee\u673a\u6784<span style=\"font-family: Arial;\">Chnbrand<\/span>\u5b9e\u65bd\u7684\u4e2d\u56fd\u9996\u4e2a\u987e\u5ba2\u63a8\u8350\u5ea6\u8bc4\u4ef7\u4f53\u7cfb\uff0c<strong>2015\u5e74\u9996\u6b21\u63a8\u51fa\u5e76\u83b7\u5f97\u4e86\u5de5\u4e1a\u548c\u4fe1\u606f\u5316\u90e8\u54c1\u724c\u653f\u7b56\u4e13\u9879\u8d44\u91d1\u7684\u6276\u6301\u3002<\/strong><span style=\"font-family: Arial;\">C-NPS<\/span>\u6bcf\u5e74\u5411\u5168\u793e\u4f1a\u53d1\u5e03\u6700\u65b0\u8c03\u67e5\u7ed3\u679c\uff0c\u8fd9\u4e9b\u5b8c\u5168\u6765\u81ea\u6d88\u8d39\u8005\u53cd\u9988\u3001\u771f\u5b9e\u4f20\u9012\u6d88\u8d39\u8005\u5fc3\u58f0\u7684\u72ec\u7acb\u3001\u79d1\u5b66\u3001\u5373\u65f6\u7684\u8bc4\u4ef7\u7ed3\u679c\u662f\u4e2d\u56fd\u6d88\u8d39\u98ce\u5411\u6807\uff0c\u4e3a\u4e2d\u56fd\u6d88\u8d39\u8005\u4f5c\u51fa\u660e\u667a\u7684\u54c1\u724c\u9009\u62e9\u63d0\u4f9b\u4e86\u6781\u5177\u4ef7\u503c\u7684\u6307\u5bfc\u3002\u540c\u65f6\uff0c<span style=\"font-family: Arial;\">C-NPS<\/span>\u7684\u7814\u7a76\u6210\u679c\u5bf9\u4e8e\u5e2e\u52a9\u4f01\u4e1a\u6700\u7ec8\u6269\u5927\u5e02\u573a\u5360\u6709\u7387\u3001\u589e\u52a0\u9500\u552e\uff0c\u9884\u6d4b\u4f01\u4e1a\u672a\u6765\u6210\u957f\u7684\u53ef\u80fd\u6027\u6709\u7740\u91cd\u8981\u7684\u4ef7\u503c\u3002<\/p>\n<p><a href=\"http:\/\/www.chn-brand.org\/c-nps\/news2020.htm\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67078 size-full\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/cnps-2020-board-00.png\" alt=\"\" width=\"755\" height=\"739\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/cnps-2020-board-00.png 755w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/cnps-2020-board-00-300x294.png 300w\" sizes=\"(max-width: 755px) 100vw, 755px\" \/><\/a><\/p>\n<p><em><span style=\"color: #999999;\">215\u4e2a\u7ec6\u5206\u884c\u4e1aTop3\u5b8c\u6574\u699c\u5355\uff1a<a style=\"color: #999999;\" href=\"http:\/\/www.chn-brand.org\/c-nps\/news2020.htm\" target=\"_blank\" rel=\"noopener\">http:\/\/www.chn-brand.org\/c-nps\/news2020.htm<\/a><\/span><\/em><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"http:\/\/www.chn-brand.org\/c-nps\/sousuo1.html\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67079\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/cnps-2020-board-01.png\" alt=\"\" width=\"1000\" height=\"626\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/cnps-2020-board-01.png 1182w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/cnps-2020-board-01-300x188.png 300w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/cnps-2020-board-01-768x481.png 768w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/cnps-2020-board-01-1024x641.png 1024w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/a><\/p>\n<p><em><span style=\"color: #999999;\">215\u4e2a\u7ec6\u5206\u884c\u4e1a\u6240\u6709\u54c1\u724cNPS\u5206\u503c\u6392\u884c\u699c\uff1a<a style=\"color: #999999;\" href=\"http:\/\/www.chn-brand.org\/c-nps\/sousuo1.html\" target=\"_blank\" rel=\"noopener\">http:\/\/www.chn-brand.org\/c-nps\/sousuo1.html<\/a><\/span><\/em><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #3366ff;\"><strong>#4 \u56fd\u5185\u624b\u673a\u54c1\u724cNPS\u6570\u636e<\/strong><\/span><\/h3>\n<p>\u53d1\u5e03\u8005\uff1a<strong>\u8d1d\u6069\u4e2d\u56fd<br \/>\n<\/strong>\u53d1\u5e03\u65f6\u95f4\uff1a<strong>2017\u5e7412\u6708<br \/>\n<\/strong>\u8c03\u7814\u6837\u672c\uff1a<strong>\u6682\u65e0<br \/>\n<\/strong><span style=\"color: #333333;\">\u6570\u636e\u6765\u6e90\uff1a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.bain.cn\/news_info.php?id=750\">https:\/\/www.bain.cn\/news_info.php?id=750<\/a><br \/>\n<\/span><\/span>\u4e3b\u8981\u6570\u636e\u548c\u7ed3\u8bba\uff1a<\/p>\n<ol>\n<li>\u6574\u4f53\u800c\u8a00\uff0c\u5e02\u573a\u9886\u5148\u7684\u4e2d\u56fd\u73a9\u5bb6\u5982\u534e\u4e3a\u3001vivo\u548c\u5c0f\u7c73\u5177\u6709\u5f88\u5f3a\u7684NPS\uff0c\u5177\u4f53\u6570\u636e\u4e3a\u534e\u4e3a51%\uff0c\u8363\u800044%\u3001\u5c0f\u7c7340%\uff0cvivo\u521940%\u3002\u76f8\u8f83\u800c\u8a00\uff0c\u56fd\u5916\u5382\u5546\u4e2d\uff0c\u82f9\u679c\u7684NPS\u662f50%\uff0c\u4e09\u661f\u4e3a25%\uff0cHTC\u5219\u53ea\u670920%\u3002\u56e0\u6b64\uff0cNPS\u6210\u4e86\u9500\u552e\u8868\u73b0\u7684\u6674\u96e8\u8868\u3002\u624b\u673a\u5382\u5546\u9700\u5bc6\u5207\u5173\u6ce8\u5ba2\u6237\u4f53\u9a8c\u548cNPS\u77e9\u9635\u3002<\/li>\n<li>\u5bf9\u4e8e\u6574\u4f53NPS\u800c\u8a00\uff0c\u54c1\u724c\u53e3\u7891\u3001\u5e94\u7528\u529f\u80fd\u3001\u786c\u4ef6\u53ef\u9760\u662f\u987e\u5ba2\u63a8\u8350\u7684\u6838\u5fc3\u9a71\u52a8\u529b\u3002\u6839\u636e\u8c03\u7814\uff0c\u82f9\u679c\u5728\u54c1\u724c\u3001\u786c\u4ef6\u8868\u73b0\u3001\u5e94\u7528\u51e0\u4e2a\u65b9\u9762\uff0c\u53e3\u7891\u53cd\u9988\u4f18\u79c0\uff1b\u534e\u4e3a\u548c\u8363\u8000\u5728\u54c1\u724c\u548c\u786c\u4ef6\u8868\u73b0\u4e24\u9879\u6307\u6807\u4e2d\u8868\u73b0\u4f18\u5f02\uff0c\u5728\u8bbe\u8ba1\u548c\u5e94\u7528\u65b9\u9762\u4e2d\u7b49\uff1b\u5c0f\u7c73\u5219\u5728\u54c1\u724c\u3001\u8bbe\u8ba1\u3001\u5e94\u7528\u3001\u786c\u4ef6\u8fd9\u56db\u9879\u79cd\u90fd\u8868\u73b0\u4e2d\u7b49\u3002\u5f53\u7136\uff0c\u4e0e\u6b64\u540c\u65f6\uff0c\u54c1\u724c\u3001\u786c\u4ef6\u548c\u5e94\u7528\u5728\u6ee1\u8db3\u5ba2\u6237\u7684\u540c\u65f6\uff0c\u4e5f\u975e\u5e38\u5bb9\u6613\u6f14\u53d8\u6210\u53cc\u5203\u5251\uff0c\u6210\u4e3a\u6fc0\u6012\u7528\u6237\u7684\u5bfc\u706b\u7d22\u3002<\/li>\n<li>\u56fd\u5185\u54c1\u724c\u4e2d\uff0c\u534e\u4e3a\u548c\u8363\u8000\u5219\u66f4\u5173\u6ce8\u54c1\u724c\u5bf9\u5916\u4f20\u9012\u7684\u5f62\u8c61\u3002\u6bd4\u5982\u534e\u4e3a\u5f3a\u8c03\u201c\u9886\u5148\u7684\u672c\u571f\u54c1\u724c\u201c\uff0c\u9ad8\u6027\u4ef7\u6bd4\uff0c\u800c\u8363\u8000\u4e3b\u6253\u6027\u4ef7\u6bd4\u5f3a\u3001\u8d28\u91cf\u597d\uff1bOPPO\u4e3b\u6253\u62cd\u7167\uff0c\u4f46vivo\u5219\u57fa\u672c\u5f88\u96be\u627e\u51fa\u9c9c\u660e\u4e3b\u5f20\u3002\u5c0f\u7c73\u5728\u8fd9\u65b9\u9762\uff0c\u6301\u7eed\u6253\u9020\u201c\u6027\u4ef7\u6bd4\u201d\u548c\u201c\u5e74\u8f7b\u6d3b\u529b\u201d\u7684\u5f62\u8c61\u3002\u6bd4\u5982\uff0c\u5728\u8bbe\u8ba1\u548c\u786c\u4ef6\u8868\u73b0\u4e0a\uff0c\u5b83\u6562\u4e8e\u5bf9\u6807\u56fd\u9645\u54c1\u724c\u82f9\u679c\u6c34\u51c6\uff0c\u4f46\u5374\u5728\u5e02\u573a\u4e0a\u63a8\u51fa\u5176\u4e00\u534a\u751a\u81f31\/3\u4ef7\u683c\uff1b\u5728\u6e20\u9053\u65b9\u9762\uff0c\u5b83\u63a8\u51fa\u4f4e\u7aef\u7ea2\u7c73\u7cfb\u5217\uff0c\u5e76\u4e14\u6301\u7eed\u7528\u4f4e\u4ef7\u4f5c\u4e3a\u7ea2\u7c73\u5356\u70b9\uff1b\u5728\u4f20\u9012\u201c\u5e74\u8f7b\u6d3b\u529b\u201d\u8fd9\u4e00\u7279\u5f81\u65b9\u9762\uff0c\u5c0f\u7c73\u6784\u5efa\u4e86\u7c73\u7c89\u6587\u5316\uff0c\u5e76\u548c\u5e74\u8f7b\u7528\u6237\u7d27\u5bc6\u4e92\u52a8\u3002\u6bd4\u5982\u901a\u8fc7\u7ebf\u4e0a\u8bba\u575b\u9f13\u52b1\u7528\u6237\u53c2\u4e0e\u4ea7\u54c1\u5e94\u7528\u548c\u786c\u4ef6\u7684\u8bbe\u8ba1\uff0c\u4e3a\u7c73\u7c89\u63d0\u4f9b\u7279\u6b8a\u4f18\u60e0\u6298\u6263\u6216\u4f18\u60e0\u5361\u3002\u603b\u800c\u8a00\u4e4b\uff0c\u54c1\u724c\u5f62\u8c61\u662f\u624b\u673a\u5382\u5546\u54c1\u724c\u7b56\u7565\u7684\u5173\u952e\u4e00\u6b65\u3002\u5148\u524d\u7684\u843d\u540e\u8005\u5df2\u7ecf\u63d0\u5347\u5230\u4e86\u8db3\u591f\u9ad8\u7684\u610f\u8bc6\u3002\u7136\u800c\u4ecd\u7136\u5b58\u5728\u54c1\u724c\u8ba4\u77e5\u5dee\u8ddd\u3002\u8d1d\u6069\u7684\u201c\u4ef7\u503c\u5143\u7d20\u201d\u6709\u52a9\u4e8e\u5e2e\u52a9\u54c1\u724c\u5f62\u6210\u4ef7\u503c\u5b9a\u4f4d\uff0c\u52a9\u529b\u8c03\u7814\u54c1\u724c\u7684\u4ef7\u503c\u4e3b\u5f20\u7684\u6838\u5fc3\u5143\u7d20\u3002<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #3366ff;\"><strong>#5 \u56fd\u5185\u624b\u673a\u7ec8\u7aefNPS\u6570\u636e<\/strong><\/span><\/h3>\n<p>\u53d1\u5e03\u8005\uff1a<strong>\u4e2d\u56fd\u7535\u4fe1\u79fb\u52a8\u7ec8\u7aef\u7814\u7a76\u6d4b\u8bd5\u4e2d\u5fc3<br \/>\n<\/strong>\u53d1\u5e03\u65f6\u95f4\uff1a<strong>2019\u5e74\u4e0b\u534a\u5e74<br \/>\n<\/strong>\u8c03\u7814\u6837\u672c\uff1a<strong>\u6682\u65e0<br \/>\n<\/strong>\u8c03\u7814\u8986\u76d6\u5ea6\uff1a<strong>2015\u5e74\u4e0b\u534a\u5e74\u20142019\u5e74\u4e0b\u534a\u5e74 \u201c\u5168\u7f51\u901a\u7ec8\u7aef\u201d\u6ee1\u610f\u5ea6\u8c03\u67e5\u62a5\u544a\uff08\u534a\u5e741\u6b21\uff09<br \/>\n<\/strong><span style=\"color: #333333;\">\u6570\u636e\u6765\u6e90\uff1a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/mp.weixin.qq.com\/s\/54ntAKhRvi7_0H23VTvhUQ\" target=\"_blank\" rel=\"noopener\">\u4e2d\u56fd\u7535\u4fe1\u79fb\u52a8\u7ec8\u7aef\u7814\u7a76\u6d4b\u8bd5\u4e2d\u5fc3\u516c\u4f17\u53f7<\/a><\/span><\/span><\/p>\n<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-00-00.jpg\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67075\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-00-00.jpg\" alt=\"\" width=\"1000\" height=\"563\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-00-00.jpg 1080w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-00-00-300x169.jpg 300w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-00-00-768x432.jpg 768w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-00-00-1024x576.jpg 1024w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/a><\/p>\n<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-02.jpg\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67074\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-02.jpg\" alt=\"\" width=\"1000\" height=\"563\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-02.jpg 1080w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-02-300x169.jpg 300w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-02-768x432.jpg 768w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/uxren-yy-dianxin-nps-02-1024x576.jpg 1024w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #3366ff;\"><strong>#6 \u7efc\u5408\u7535\u5546\u5e73\u53f0NPS\u53e3\u7891\u6307\u6570\u6392\u884c\u699c<\/strong><\/span><\/h3>\n<p>\u53d1\u5e03\u8005\uff1a<strong>\u6df1\u5733\u5e02\u6d88\u8d39\u8005\u59d4\u5458\u4f1a<br \/>\n<\/strong>\u53d1\u5e03\u65f6\u95f4\uff1a<strong>2018\u5e746\u6708<br \/>\n<\/strong>\u8c03\u7814\u6837\u672c\uff1a\u672c\u6b21\u8c03\u7814\u4e2d\uff0c\u672c\u6b21\u8c03\u7814\u4e2d\u53d7\u8bbf\u8005\uff0c\u539f\u7279\u533a\u5185\u76844\u4e2a\u533a\u7684\u6d88\u8d39\u8005\u5360\u6bd4\u4e3a56.6%\u3002\u5973\u6027\u6d88\u8d39\u8005\u4e0e\u7537\u6027\u6d88\u8d39\u8005\u7684\u6bd4\u4f8b\u7ea6\u4e3a1:1 \u3002\u7efc\u5408\u7535\u5546\u5e73\u53f0\u6d88\u8d39\u8005\u4e2d\uff0c23\u5c81-30\u5c81\u662f\u4e3b\u8981\u6d88\u8d39\u8005\uff0c\u5360\u6bd435.4%\uff0c30\u5c81\u4ee5\u4e0b\u7684\u6d88\u8d39\u8005\u5360\u6bd4\u4e3a63.6%\u300278.4%\u7684\u53d7\u8bbf\u8005\u5b66\u5386\u4e3a\u672c\u79d1\/\u5927\u4e13\u53ca\u4ee5\u4e0a \u3002\u516c\u53f8\u4e00\u822c\u804c\u5458\u7684\u6bd4\u4f8b\u6700\u9ad8\uff0c\u4e3a26.3%\uff0c\u5176\u6b21\u662f\u5b66\u751f\uff0c\u5360\u6bd4\u4e3a21.0%\u300254.4%\u7684\u53d7\u8bbf\u8005\u5176\u4e2a\u4eba\u6708\u6536\u5165\u4e0d\u8d85\u8fc78000\u5143\u3002<strong><br \/>\n<\/strong><span style=\"color: #333333;\">\u6570\u636e\u6765\u6e90\uff1a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"http:\/\/www.sz315.org\/html\/show-42-8125.html\" target=\"_blank\" rel=\"noopener\">http:\/\/www.sz315.org\/html\/show-42-8125.html<\/a><br \/>\n<\/span><\/span>\u4e3b\u8981\u6570\u636e\u548c\u7ed3\u8bba\uff1a<\/p>\n<ul>\n<li>\u5728\u672c\u6b21\u8c03\u7814\u4e2d\uff0c20\u4e2a\u7efc\u5408\u7535\u5546\u5e73\u53f0\u54c1\u724c\u6574\u4f53\u7684\u5e73\u5747\u51c0\u63a8\u8350\u503c\u4e3a31.5\u5206\u3002\u6392\u540d\u7b2c\u4e00\u7684\u662f\u5929\u732b\uff0c\u51c0\u63a8\u8350\u503c\u4e3a55.0\u5206\uff1b\u5176\u6b21\u662f\u4eac\u4e1c\uff0c\u51c0\u63a8\u8350\u503c\u4e3a44.0\u5206\uff1b\u7b2c\u4e09\u540d\u662f\u82cf\u5b81\u6613\u8d2d\uff0c\u51c0\u63a8\u8350\u503c\u4e3a41.0\u5206\u3002<\/li>\n<li>\u524d\u5341\u540d\u54c1\u724c\u5206\u4e3a\uff1a\u5929\u732b\u3001\u4eac\u4e1c\u3001\u82cf\u5b81\u6613\u8d2d\u3001\u552f\u54c1\u4f1a\u3001\u6dd8\u5b9d\u3001\u871c\u82bd\u3001\u56fd\u7f8e\u5728\u7ebf\u3001\u7f51\u6613\u8003\u62c9\u3001\u4e9a\u9a6c\u900a\u3001\u7f51\u6613\u4e25\u9009\u3002<\/li>\n<li>\u672c\u6b21\u8c03\u67e5\u4ece\u4ea7\u54c1\u771f\u5b9e\u6027\u3001\u5e73\u53f0\u4f7f\u7528\u4fbf\u6377\u6027\u3001\u4f18\u60e0\u53ca\u798f\u5229\u3001\u552e\u540e\u670d\u52a1\u3001\u7269\u6d41\u670d\u52a1\u3001\u5176\u4ed6\u65b9\u9762\u7b49\u516d\u4e2a\u7ef4\u5ea6\u5c55\u5f00\uff0c\u5176\u4e2d\u201c\u4ea7\u54c1\u771f\u5b9e\u6027\u201d\u4e0e\u201c\u5e73\u53f0\u4f7f\u7528\u4fbf\u6377\u6027\u201d\u662f\u6d88\u8d39\u8005\u6700\u4e3b\u8981\u63a8\u8350\u7684\u539f\u56e0\uff0c\u201c\u4ea7\u54c1\u771f\u5b9e\u6027\u201d\u63a8\u8350\u6bd4\u4f8b\u6700\u9ad8\uff0c\u4e3a72.1%\u3002<\/li>\n<\/ul>\n<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/nps-ec-201806-00.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67368\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/04\/nps-ec-201806-00.png\" alt=\"\" width=\"1000\" height=\"346\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/nps-ec-201806-00.png 555w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/04\/nps-ec-201806-00-300x104.png 300w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"menu7\" style=\"color: #3366ff;\"><strong>7. NPS\u5b9e\u8df5\u7684\u5e38\u89c1\u95ee\u9898<\/strong><\/span><\/h2>\n<p><span style=\"color: #3366ff;\"><strong>1\u3001NPS\u768411\u5206\u91cf\u8868\uff0c\u4e3a\u4f55\u662f\u4ece0\u5f00\u59cb\uff0c\u800c\u4e0d\u662f\u4ece1\u5f00\u59cb\uff1f\uff08\u5e38\u89c1\u7684\u6ee1\u610f\u5ea6\u91cf\u8868\uff0c\u90fd\u662f\u4ece1\u5f00\u59cb\u7684\uff09<\/strong><\/span><\/p>\n<p>\u4f5c\u4e3a\u4e00\u79cd\u53ef\u80fd\u6027\u7684\u6001\u5ea6\u91cf\u8868\uff0c\u5982\u679c\u8bbe\u5b9a\u4e3a1-10\uff0c\u586b\u7b54\u7684\u7528\u6237\u53ef\u80fd\u4f1a\u6df7\u6dc61-10\u7684\u7a0b\u5e8f\u987a\u5e8f\uff08\u4ece\u4f4e\u5230\u9ad8\uff0c\u8fd8\u662f\u4ece\u9ad8\u5230\u4f4e\uff09\uff0c\u5230\u5e951\u662f\u6700\u9ad8\u8fd8\u662f\u6700\u4f4e\uff0c\u4f46\u662f\u5982\u679c\u4ece0\u5f00\u59cb\uff0c0-10\uff0c\u7528\u6237\u5c31\u5f88\u5bb9\u6613\u660e\u786e0\u662f\u6700\u4f4e\u503c\uff0c10\u662f\u6700\u9ad8\u503c\u3002\u8fd9\u4e48\u505a\uff0c\u6709\u6548\u63d0\u5347\u4e86\u5ea6\u91cf\u7684\u6709\u6548\u6027\u3002<\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"color: #3366ff;\"><strong>2\u3001NPS\u91cf\u8868\uff0811\u5206\u5236\uff09\u53ef\u5426\u8f6c\u6362\u62105\u5206\u30017\u5206\u300110\u5206\u6807\u51c6\u6765\u4f7f\u7528\uff1f<\/strong><\/span><\/p>\n<p>\u4ece\u64cd\u4f5c\u5c42\u9762\u4e0a\u5f53\u7136\u53ef\u4ee5\u8f6c\u5316\u540e\u4f7f\u7528\uff0c\u4f46\u662f\u67092\u4e2a\u5efa\u8bae\uff1a1\uff09\u5728\u957f\u671f\u76d1\u6d4b\u4e2d\uff0c\u5c3d\u91cf\u4fdd\u6301\u7edf\u4e00\u7684\u5206\u503c\u6807\u51c6\uff0c\u4e0d\u8981\u66f4\u6362\uff1b2\uff09\u5982\u679c\u5bf9\u884c\u4e1a\u548c\u7ade\u4e89\u5bf9\u624b\u6709\u8f83\u5f3a\u7684\u6bd4\u5bf9\u9700\u6c42\uff0c\u5efa\u8bae\u5c3d\u91cf\u91c7\u7528\u884c\u4e1a\u901a\u7528\u7684\u5206\u503c\u6807\u51c6\uff08\u598211\u5206\uff09\u3002<\/p>\n<p>\u6839\u636e\u56fd\u5916measuringU\u7f51\u7ad9\u9898\u4e3a\u300a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/measuringu.com\/nps-scale-change\/\" target=\"_blank\" rel=\"noopener\">changing the net promoter scale: how much does it matter?<\/a><\/span>\u300b\u7684\u6587\u7ae0\u7ed3\u8bba\uff1a10\u5206\u5236\u548c5\u5206\u5236\u7684NPS\u91cf\u8868\u4e0e11\u5206\u5236\u91cf\u8868\u76f8\u6bd4\uff0c\u90fd\u6709+ \/-4\uff05\u7684\u8bef\u5dee\u3002\u53e6\u5916\uff0c\u76f8\u6bd411\u5206\u5236\uff0c10\u5206\u5236\u7684\u6700\u7ec8\u5f97\u5206\u5927\u591a\u6570\u66f4\u9ad8\uff0c\u6ca1\u60f3\u5230\u4e00\u4e2a0\u5206\u5f71\u54cd\u5982\u6b64\u4e4b\u5927\uff0c\u800c5\u5206\u5236\u5219\u9ad8\u4f4e\u5404\u534a\u3002<\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"color: #3366ff;\"><strong>3\u3001NPS\u5982\u4f55\u8ba1\u7b97\u7f6e\u4fe1\u533a\u95f4\uff08\u6807\u51c6\u5dee\uff09\uff1f<\/strong><\/span><\/p>\n<p><strong>\u65b9\u6cd51<\/strong>\uff1a\u5bf9NPS\u7b54\u6848\uff080-10\uff09\u8fdb\u884c\u91cd\u65b0\u7f16\u7801\u3002\u56de\u7b549-10\u7684\uff08\u7ea2\u7c89\uff09\u7f16\u7801\u4e3a1\uff0c\u56de\u7b540-6\uff08\u9ed1\u7c89\uff09\u7684\u7f16\u7801\u4e3a-1\uff0c\u5176\u4f59\uff08\u5403\u74dc\u7fa4\u4f17\uff09\u4e3a\u96f6\u3002\u65b0\u7801\u7684\u5e73\u5747\u6570\u6b63\u597d\u662fNPS\u7684\u5206\u503c\u3002\u901a\u8fc7\u8fd9\u79cd\u53d8\u6362\uff0c\u6211\u4eec\u53ef\u4ee5\u8ba1\u7b97\u6837\u672c\u5ba2\u6237\u7684\u5dee\u5f02\uff0c\u5f97\u5230NPS\u7684\u6807\u51c6\u5dee\u3002\u518d\u8ba1\u7b97\u7f6e\u4fe1\u533a\u95f4\u5c31\u5f88\u5bb9\u6613\u4e86\u3002\u4f20\u7edf\u7684\u7edf\u8ba1\u68c0\u9a8c\uff0c\u5982t\u68c0\u9a8c\u5c31\u53ef\u4ee5\u529e\u5230\u3002\uff08\u65b9\u6cd5\u6765\u6e90\uff1a\u8d1d\u6069\u516c\u53f8\u7684\u5b98\u65b9\u5efa\u8bae\uff09<\/p>\n<p><strong>\u65b9\u6cd52<\/strong>\uff1a\u91c7\u7528bootstrapping\u6280\u672f\u3002Bootstrapping\u901a\u8fc7\u5bf9\u5df2\u6709\u6837\u672c\u8fdb\u884c\u53ef\u653e\u56de\u7684\u591a\u6b21\u62bd\u6837\uff0c\u6a21\u62df\u6837\u672c\u53c2\u6570\u7684\u5206\u5e03\uff0c\u636e\u6b64\u63a8\u65ad\u53c2\u6570\u7684\u5404\u9879\u7279\u5f81\uff0c\u5982\u7f6e\u4fe1\u533a\u95f4\u3002bootstrapping\u6709\u5f88\u591a\u4f18\u70b9\u30021\uff09\u53ef\u4ee5\u68c0\u9a8c\u4efb\u4f55\u6837\u672c\u53c2\u6570\uff0c\u4e0d\u8bba\u662f\u5e38\u89c4\u7684\u5747\u503c\uff0c\u6bd4\u91cd\uff0c\u6216\u662f\u50cfNPS\u8fd9\u79cd\u975e\u5e38\u89c4\u7684\u53c2\u6570\uff0c\u8fd9\u4e9b\u53c2\u6570\u5f80\u5f80\u6ca1\u6709\u73b0\u6210\u7684\u68c0\u9a8c\u516c\u5f0f\u53ef\u7528\uff1b2\uff09Bootstrapping\u662f\u975e\u53c2\u68c0\u9a8c\u65b9\u6cd5\uff0c\u4e0d\u53d7\u603b\u4f53\u5206\u5e03\u5f62\u6001\u7684\u5236\u7ea6\u3002\u56e0\u6b64\u7279\u522b\u9002\u4e8e\u603b\u4f53\u7684\u5206\u5e03\u4e0d\u7b26\u5408\u5df2\u77e5\u5f62\u6001(\u5982\u6b63\u6001\u5206\u5e03)\u7684\u6837\u672c\u68c0\u9a8c\uff1b3\uff09\u6709\u7814\u7a76\u6307\u51fa\uff0c\u5728\u5c0f\u6837\u672c\u91cf\u7684\u60c5\u51b5\u4e0b\uff0cbootstrapping\u63d0\u4f9b\u8f83\u53c2\u6570\u68c0\u9a8c\u66f4\u4e3a\u51c6\u786e\u7684\u7ed3\u679c\u3002\uff08\u65b9\u6cd5\u6765\u6e90\uff1a<span style=\"color: #999999;\"><a style=\"color: #999999;\" href=\"http:\/\/blog.sina.com.cn\/s\/blog_6520908501018pib.html\" target=\"_blank\" rel=\"noopener\">\u5357\u7530\u7684\u535a\u5ba2<\/a><\/span>\uff09<\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"color: #3366ff;\"><strong>4\u3001NPS\u4f5c\u4e3a\u6001\u5ea6\u91cf\u8868\uff0c\u771f\u7684\u80fd\u51c6\u786e\u9884\u6d4b\u5ba2\u6237\u672a\u6765\u7684\u884c\u4e3a\u5417\uff1f<\/strong><\/span><\/p>\n<p>NPS\u5e76\u4e0d\u80fd\u5b8c\u5168\u51c6\u786e\u7684\u9884\u6d4b\u5ba2\u6237\u672a\u6765\u7684\u884c\u4e3a\uff0c\u6bd4\u5982\u62539\u548c10\u5206\u7684\u7ea2\u7c89\u672a\u5fc5\u4f1a\u5728\u672a\u6765\u7684\u67d0\u4e2a\u65f6\u523b\u628a\u6211\u4eec\u7684\u516c\u53f8\/\u4ea7\u54c1\/\u670d\u52a1\u4e3b\u52a8\u63a8\u8350\u7ed9\u8eab\u8fb9\u7684\u4eb2\u670b\u597d\u53cb\uff0c\u8fd9\u4e2a\u5728\u67d0\u4e9b\u7814\u7a76\u4e2d\uff08\u5982\u4e0b\u56fe\uff09\u5df2\u7ecf\u8bc1\u5b9e\u3002<\/p>\n<p><a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-problems-02.jpg\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-67654 size-full\" src=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-problems-02.jpg\" alt=\"\" width=\"506\" height=\"332\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-problems-02.jpg 506w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2020\/05\/nps-baozhu-problems-02-300x197.jpg 300w\" sizes=\"(max-width: 506px) 100vw, 506px\" \/><\/a><\/p>\n<p>\u4f46\u662f\uff0c\u8fd9\u4e2a\u7814\u7a76\u7ed3\u8bba\u5e76\u4e0d\u80fd\u63a8\u7ffbNPS\u7684\u4ef7\u503c\u3002\u539f\u56e0\u6709\u51e0\u70b9\uff1a<\/p>\n<p>1\uff09NPS\u672c\u662f\u4e00\u4e2a\u8868\u5f81\u5ba2\u6237\u4f53\u9a8c\uff08\u5ba2\u6237\u5fe0\u8bda\u5ea6\uff09\u7684\u6307\u6807\uff0c\u6838\u5fc3\u662f\u4f9d\u8d56\u201c\u63a8\u8350\u95ee\u6cd5\u201d\u6765\u6620\u5c04\u5ba2\u6237\u4f53\u9a8c\u7684\u4f18\u52a3\uff0c\u8fd9\u91cc\u7684\u4f18\u52a3\u5e76\u975e\u5c40\u9650\u4e8e\u6ee1\u610f\u5ea6\uff0c\u800c\u662f\u4e0a\u5347\u5230\u201c\u4f53\u9a8c\u662f\u5426\u8db3\u591f\u60ca\u8273\u5230\u5411\u4ed6\u4eba\u63a8\u8350\u201d\u7684\u7a0b\u5ea6\uff0c\u5f53\u7136\u4e86\uff0c\u8fd8\u65e0\u6cd5\u8fbe\u5230\u51c6\u786e\u9884\u6d4b\u53e3\u7891\u63a8\u8350\u884c\u4e3a\u7684\u9ad8\u5ea6\uff08\u6bd4\u5982\u67d0\u4e9b\u4f01\u4e1a\u4f1a\u8003\u6838\u65b0\u5ba2\u6237\u6765\u6e90\u4e2d\u7684\u8001\u5ba2\u6237\u63a8\u8350\u7684\u5360\u6bd4\uff09\uff1b<\/p>\n<p>2\uff09NPS\u7684\u6838\u5fc3\u4ef7\u503c\uff0c\u5e76\u975e\u8981\u843d\u5730\u201c\u63a8\u8350\u884c\u4e3a\u201d\u7684\u771f\u5b9e\u53d1\u751f\uff0c\u800c\u662f\u63d0\u524d\u5b55\u80b2\u4e00\u4e2a\u4ea7\u54c1\u201c\u4f18\u8d28\u4f53\u9a8c\u201d\u7684\u8206\u8bba\u573a\uff0c\u4f5c\u4e3a\u53e3\u7891\u8425\u9500\u7684\u57fa\u7840\u3002\u5c31\u4e0a\u9762\u7684\u8d28\u7591\u800c\u8a00\uff0c\u867d\u7136\u53ea\u6709\u4e00\u534a\u7684\u5ba2\u6237\u4f1a\u5728\u771f\u6b63\u5728\u672a\u6765\u505a\u51fa\u63a8\u8350\u7684\u884c\u4e3a\uff0c\u4f46\u53e6\u5916\u4e00\u534a\u4e5f\u8bb8\u662f\u56e0\u4e3a\u76d1\u6d4b\u5468\u671f\u8fc7\u77ed\u8fd8\u6ca1\u6709\u505a\uff0c\u6291\u6216\u662f\u56e0\u4e3a\u7f3a\u4e4f\u5408\u9002\u7684\u63a8\u8350\u573a\u666f\uff0c\u4e5f\u6709\u53ef\u80fd\u662f\u672c\u4eba\u4e0d\u5584\u4e8e\/\u4e0d\u70ed\u8877\u4e8e\u8868\u8fbe\u548c\u6269\u6563&#8230; \u81f3\u5c11\uff0c\u5f53\u8fd9\u4e9b\u63a8\u8350\u5ba2\u6237\u5728\u793e\u4f1a\u5316\u751f\u6d3b\u4e2d\u9047\u5230\u6b64\u54c1\u724c\/\u4ea7\u54c1\/\u670d\u52a1\u6240\u5c5e\u7684\u4ea4\u8c08\u573a\u666f\u65f6\uff0c\u8fd9\u4e9b\u63a8\u8350\u8005\u90fd\u53ef\u4ee5\u8425\u9020\u51fa\u4e00\u4e2a\u201c\u6b63\u9762\u201d\u7684\u8206\u8bba\u6c1b\u56f4\uff0c\u8fd9\u5c31\u50cf\u65e9\u671f\u8fd8\u5728\u8bfb\u4e66\u7684\u6211\uff0c\u5185\u5fc3\u5bf9\u5168\u65b0\u53d1\u5e03\u7684iPhone\u63a8\u5d07\u5907\u81f3\uff0c\u867d\u7136\u7f3a\u4e4f\u7ecf\u6d4e\u5b9e\u529b\u548c\u5951\u673a\u843d\u5730\u8d2d\u4e70iPhone\uff0c\u4f46\u662f\u4f46\u51e1\u6709\u9047\u5230\u5927\u5bb6\u8ba8\u8bba\u8d2d\u7f6e\u65b0\u624b\u673a\u7684\u8ba8\u8bba\uff0c\u6211\u5bf9iPhone\u7684\u559c\u7231\u603b\u662f\u6ea2\u4e8e\u8a00\u8868\uff0c\u8fd9\u4efd\u7ea2\u7c89\u4e13\u5c5e\u7684\u201c\u6b63\u5411\u8206\u8bba\u201d\uff0c\u5f71\u54cd\u4e86\u5f88\u591a\u6211\u8eab\u8fb9\u7684\u5bb6\u4eba\u548c\u540c\u5b66\uff1b<\/p>\n<p>3\uff09\u8bf7\u4e0d\u8981\u795e\u8bddNPS\uff0c\u56e0\u4e3aNPS\u672c\u6765\u5c31\u4e0d\u5b8c\u7f8e\u3002NPS\u4f5c\u4e3a\u4e00\u4e2a\u975e\u5e38\u7b80\u6613\u7684\u5ea6\u91cf\u6307\u6807\uff0c\u4e3a\u4e86\u5f3a\u5316\u5176\u7b80\u6d01\u6613\u61c2\u6613\u64cd\u4f5c\uff0c\u727a\u7272\u4e86\u5f88\u591a\u4e13\u4e1a\u95e8\u9053\uff0c\u8fd9\u4e5f\u62db\u81f4\u4e86\u5f88\u591a\u4ece\u4e1a\u8005\u7684\u6279\u8bc4\uff0c\u4f46\u662f\uff0c\u4efb\u4f55\u4e00\u79cd\u7406\u8bba\u3001\u65b9\u6cd5\u548c\u6a21\u578b\uff0c\u90fd\u6709\u5176\u5c40\u9650\u6027\uff0c\u5173\u952e\u662f\u770b\u5b9e\u8df5\u8005\u5982\u4f55\u626c\u957f\u907f\u77ed\u7684\u672c\u5730\u5316\u4f7f\u7528\u3002\u53e6\u5916\uff0c\u5f88\u591a\u521d\u5b66\u8005\u770b\u5230\u7684\uff0c\u90fd\u8fd8\u662fNPS\u6d6e\u5728\u6d77\u9762\u4e0a\u7684\u51b0\u5c71\u4e00\u89d2\uff0c\u6f5c\u85cf\u5728\u6d77\u9762\u4e0b\u7684\u590d\u6742\u6a21\u578b\u5176\u5b9e\u662f\u88ab\u8d1d\u6069\u516c\u53f8\u548c\u8bf8\u591a\u5b9e\u8df5\u8005\u907f\u800c\u4e0d\u8c08\u7684\uff0c\u56e0\u4e3a\u8fd9\u4e9b\u624d\u662f\u8be5\u6a21\u578b\u7684\u771f\u6b63\u7cbe\u9ad3\uff0c\u5982\u4f55\u5c06NPS\u5317\u6781\u661f\u6307\u6807\u4e0e\u7528\u6237\u4f53\u9a8c\u3001\u4e1a\u52a1\u4f53\u7cfb\u3001\u7ade\u54c1\u53ca\u884c\u4e1a\u6302\u94a9\uff0c\u5e76\u52a8\u6001\u8fed\u4ee3\u548c\u5347\u7ea7\uff0c\u6210\u4e3a\u4f01\u4e1a\u9ad8\u5c42\u6eda\u52a8\u524d\u884c\u7684\u53d1\u52a8\u673a\uff0c\u624d\u662f\u6211\u4eec\u8fd9\u4e9b\u6253\u7b97\u62d4\u9ad8\u4f53\u9a8c\u4ef7\u503c\u7684\u7814\u7a76\u8005\u5e94\u8be5\u53bb\u505a\u7684\u3002<\/p>\n<p>\u6700\u540e\uff0c\u6211\u53d1\u4e00\u4efd\u6700\u65b0\u3001\u6700\u6743\u5a01\u7684\u5bf9NPS\u7684\u8d28\u7591\u6587\u7ae0\uff0c\u6765\u6e90\u4e8e<strong>\u54c8\u4f5b\u5546\u4e1a\u8bc4\u8bba2019\u5e7412\u6708\u671f\u520a\u4e0a\u4e00\u7bc7\u6587\u7ae0<\/strong>\u300a<a href=\"https:\/\/uxren.cn\/wp-content\/uploads\/2020\/05\/nps-problems-2019.pdf\" target=\"_blank\" rel=\"noopener\">NPS\u95ee\u9898\u51fa\u5728\u54ea\uff1f<\/a>\u300b\uff0c\u6709\u5174\u8da3\u7684\u53ef\u4ee5\u770b\u770b\u3002<\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"color: #3366ff;\"><strong>5\u3001\u54ea\u4e9b\u884c\u4e1a\/\u4ea7\u54c1\u4e0d\u9002\u5408\u7528NPS\uff1f<\/strong><\/span><\/p>\n<p>1\uff09<strong>\u5784\u65ad\u6027\u884c\u4e1a\u6216\u4ea7\u54c1\u3002<\/strong>\u7528\u6237\u51e0\u4e4e\u6ca1\u6709\u5176\u4ed6\u9009\u62e9\uff0c\u6bd4\u5982\u7535\u7f51\u3001\u94c1\u8def\u3001\u79fb\u52a8\u8fd0\u8425\u5546\u3001\u5fae\u4fe1\u3001\u624b\u673aQQ\u3001\u767e\u5ea6\u7b49\u3002\u4e0d\u8fc7\u8bda\u5982\u8fd0\u8425\u5546\u7684\u4e2d\u56fd\u79fb\u52a8\uff0c\u4e5f\u662f\u56fd\u5185\u6700\u65e9\u5f15\u5165NPS\u7684\u4f01\u4e1a\u4e4b\u4e00\uff0c\u867d\u7136\u8fd0\u8425\u5546\u5730\u4f4d\u65e0\u53ef\u64bc\u52a8\uff0c\u4f46\u662f\u5176\u4f53\u7cfb\u4e0b\u7684\u5b50\u54c1\u724c\u3001\u5b50\u670d\u52a1\u7684\u5feb\u901f\u6210\u957f\u5219\u975e\u5e38\u9700\u8981NPS\u3002\u53e6\u5916\uff0c\u5f88\u591a\u5de8\u65e0\u9738\u7684\u4ea7\u54c1\uff0c\u4e3a\u4e86\u786e\u4fdd\u6301\u7eed\u7684\u5784\u65ad\u5730\u4f4d\uff0c\u5e76\u5feb\u901f\u89c9\u5bdf\u5230\u6405\u5c40\u8005\uff0c\u4e5f\u4f1a\u4e0d\u9057\u4f59\u529b\u7684\u6301\u7eed\u76d1\u6d4bNPS\u6307\u6807\uff0c\u5e76\u4ece\u4e2d\u5bfb\u627e\u5230\u7a81\u7834\u70b9\u3002<\/p>\n<p>2\uff09<strong>\u6d89\u53ca\u4e2a\u4eba\u9690\u79c1\u7684\u4ea7\u54c1\/\u670d\u52a1\u3002<\/strong>\u7528\u6237\u96be\u4e8e\u542f\u9f7f\u8fdb\u884c\u63a8\u8350\uff0c\u6bd4\u5982\u5e26\u6709\u7279\u5b9a\u6807\u7b7e\u6216\u9690\u79c1\u7528\u9014\u7684\u793e\u7fa4\uff08\u5982\u964c\u964c\uff09\u3001\u5de5\u5177\uff08\u517c\u804c\u5e73\u53f0\u7b49\uff09\u3001\u9605\u8bfb\uff08\u64e6\u8fb9\u7403\u5c0f\u8bf4\uff09\u3001\u670d\u9970\uff08\u5982\u5185\u8863\u3001\u589e\u9ad8\u978b\u7b49\uff09\u548c\u4ea7\u54c1\uff08\u5982\u6027\u7231\u7528\u54c1\uff09\uff0c\u7528\u6237\u5728\u586b\u5199\u63a8\u8350\u610f\u613f\u65f6\uff0c\u5f88\u5bb9\u6613\u53d7\u5230\u9690\u79c1\u5f71\u54cd\uff0c\u6781\u5927\u964d\u4f4e\u63a8\u8350\u610f\u613f\uff0c\u56e0\u6b64\uff0c\u5bf9\u4e8e\u6b64\u7c7b\u7684\u4ea7\u54c1\uff0c\u6ee1\u610f\u5ea6\uff08CSAT\uff09\u4e5f\u8bb8\u4f9d\u7136\u662f\u4e00\u4e2a\u4e0d\u9519\u7684\u9009\u62e9\u3002<\/p>\n<p>3\uff09<strong>B\u7aef\u4ea7\u54c1\u3002<\/strong>B\u7aef\u4ea7\u54c1\u5728\u8c03\u7814\u65f6\uff0c\u8981\u5145\u5206\u8003\u8651\u4ea7\u54c1\u53d7\u4f17\u9886\u57df\u7684\u7279\u8d28\uff0c\u5305\u62ec\u5176\u5f00\u653e\u6027\u3001\u7ade\u4e89\u6027\u7b49\u8981\u7d20\uff0c\u540c\u65f6\u8fd8\u9700\u8981\u533a\u5206B\u7aef\u4ea7\u54c1\u7684\u8d2d\u4e70\u51b3\u7b56\u8005\u548c\u6700\u7ec8\u4f7f\u7528\u8005\u3002\u5982\u679c\u4f60\u7684B\u7aef\u4ea7\u54c1\u6240\u5c5e\u7684\u884c\u4e1a\u7fa4\u6bd4\u8f83\u5c01\u95ed\uff0c\u800c\u4e14\u89d2\u8272\u591a\u6837\u4e14\u590d\u6742\uff0c\u5efa\u8bae\u4f60\u4e00\u5b9a\u8981\u505a\u597d\u53d7\u4f17\u7684\u533a\u5206\u5e76\u5339\u914d\u5408\u9002\u7684\u6001\u5ea6\u5ea6\u91cf\u3002\u6bd4\u5982\u6700\u7ec8\u4f7f\u7528\u8005\u53ef\u4ee5\u56de\u5f52\u53ef\u7528\u6027\u8bc4\u4f30\u3001\u6ee1\u610f\u5ea6\u6216\u5ba2\u6237\u8d39\u529b\u5ea6\uff08CES\uff09\uff0c\u800c\u8d2d\u4e70\u51b3\u7b56\u8005\u53ef\u4ee5\u8f6c\u4e3a\u6301\u7eed\u8d2d\u4e70\u610f\u613f\u6216\u52a8\u529b\u3002<\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"color: #3366ff;\"><strong>6\u3001NPS\u4e0eCSAT\u3001CES\u3001HEART\u6a21\u578b\u7684\u5dee\u5f02\u5728\u54ea\u91cc\uff1f<\/strong><\/span><\/p>\n<p>\u5728\u4e86\u89e3\u5dee\u5f02\u4e4b\u524d\uff0c\u5148\u770b3\u7bc7\u6587\u7ae0\uff0c\u641e\u6e05\u695a\u8fd9\u51e0\u4e2a\u6a21\u578b\u7684\u57fa\u672c\u5b9a\u4e49\u3002<\/p>\n<ul>\n<li>\u6587\u7ae01\uff1a\u300a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/uxren.cn\/?p=57789\" target=\"_blank\" rel=\"noopener\">\u5173\u4e8e\u7528\u6237\u4f53\u9a8c\u4f60\u5fc5\u987b\u77e5\u9053\u76843\u5927\u6307\u6807\uff1aCSAT\/NPS\/CES<\/a><\/span>\u300b<\/li>\n<li>\u6587\u7ae02\uff1a\u300a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/uxren.cn\/?p=57798\" target=\"_blank\" rel=\"noopener\">\u7528\u6237\u4f53\u9a8c\u4e09\u5927\u8bc4\u4f30\u6307\u6807\u4f18\u52a3\u52bf\u5206\u6790\uff1aCSAT\u3001NPS\u548cCES<\/a><\/span>\u300b<\/li>\n<li>\u6587\u7ae03\uff1a\u300a<span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/uxren.cn\/?p=6307\" target=\"_blank\" rel=\"noopener\">Google \u7528\u6237\u4f53\u9a8c\u6307\u6807\u8861\u91cf\u65b9\u6848\uff1aHEART<\/a><\/span>\u300b<\/li>\n<\/ul>\n<p>\u770b\u5b8c\u4e86\uff0c\u6211\u7ee7\u7eed\u8bf4\uff1a<\/p>\n<ul>\n<li>CSAT\u662f\u6ee1\u610f\u5ea6\u7684\u5355\u4e00\u6a21\u578b\uff0c\u66f4\u9002\u7528\u4e8e\u88ab\u52a8\u7684<strong>\u5386\u53f2\u4f53\u9a8c\u6ee1\u610f\u5ea6\u7684\u76d1\u6d4b<\/strong>\uff0c\u5c5e\u4e8e\u4fdd\u5b88\u6027\u6307\u6807<\/li>\n<li>CES\u662f\u5ba2\u6237\u8d39\u529b\u5ea6\u7684\u5355\u4e00\u6a21\u578b\uff0c\u66f4\u9002\u7528\u4e8e<strong>\u591a\u573a\u666f\u7684\u4e00\u7cfb\u5217\u590d\u6742\u6d41\u7a0b\u7684\u4f53\u9a8c\u8bc4\u4f30<\/strong>\uff08\u6bd4\u5982\u4e70\u5356\u4e8c\u624b\u8f66\u3001\u4fdd\u9669\u7406\u8d54\u7b49\uff09\uff0c\u591a\u7528\u4e8e<strong>\u670d\u52a1\u9886\u57df<\/strong>\uff0c\u5df2\u77e5\u7684\u56fd\u5185\u5e94\u7528\u6848\u4f8b\u5f88\u5c11<\/li>\n<li>HEART\u662f\u7cc5\u5408\u884c\u4e3a\u548c\u6001\u5ea6\u6307\u6807\u7684\u590d\u5408\u6a21\u578b\uff0c\u66f4<strong>\u9002\u7528\u4e8e\u5feb\u901f\u6210\u957f\u7684\u4e92\u8054\u7f51\u4f01\u4e1a<\/strong>\uff0c\u800c\u4e14\u4f60\u81f3\u5c11\u5f97\u6709\u83b7\u53d6\u4e00\u624b\u7528\u6237\u771f\u5b9e\u884c\u4e3a\u7684\u80fd\u529b\uff0c\u73b0\u5728\u56fd\u5185\u7684\u4e92\u8054\u7f51\u5927\u5382\uff0c\u5927\u591a\u6570\u90fd\u4f1a\u91c7\u7528HEART\u7684\u53d8\u4f53\uff0c\u5e76\u628aNPS\u878d\u5165\u5230HEART\u4f53\u7cfb\u4e2d\uff0c\u6211\u4e2a\u4eba\u8ba4\u4e3a\u8fd9\u4e5f\u662f\u4e00\u4e2a\u6700\u4f73\u7684\u5b9e\u8df5\u7ecf\u9a8c\uff0cO\uff08\u8fd0\u8425\u6307\u6807\uff09+X\uff08\u4f53\u9a8c\u6307\u6807\uff09\u5b8c\u7f8e\u7ed3\u5408\u7684\u4f8b\u5b50\uff0c\u8fd9\u4e5f\u662fbebit\u4e00\u76f4\u63a8\u5d07\u7684\u65b9\u6848<\/li>\n<li>NPS\u662f\u4e3b\u52a8\u63a8\u8350\u5ea6\u7684\u5355\u4e00\u6a21\u578b\uff0c<strong>\u9002\u7528\u9762\u76f8\u5bf9\u6700\u5e7f<\/strong>\uff0c\u4e0d\u8bba\u81ea\u4e0a\u800c\u4e0b\uff0c\u8fd8\u662f\u81ea\u4e0b\u800c\u4e0a\uff0c\u63a5\u53d7\u548c\u5b9e\u65bd\u76f8\u5bf9\u6bd4\u8f83\u5bb9\u6613\uff0c\u4e0e\u5546\u4e1a\u6210\u957f\u7684\u76f8\u5173\u6027\u4e5f\u5f88\u9ad8\uff0c\u800c\u4e14\u5176\u6307\u6807\u5177\u6709\u8f83\u5f3a\u7684\u8fdb\u653b\u6027\uff08\u4e3b\u52a8\u63a8\u8350\uff09\uff0c\u7efc\u5408\u770b\u6765\u662f\u4e00\u4e2a\u6bd4\u8f83\u9002\u5408\u5165\u95e8\u7684\u5feb\u6377\u6307\u6807\u3002<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"color: #3366ff;\"><strong>7\u3001\u4ec0\u4e48\u65f6\u5019\u53bb\u91c7\u96c6\u4ea7\u54c1\u7684NPS\uff1f<\/strong><\/span><\/p>\n<p>NPS\u76d1\u6d4b\u662f\u4e00\u4e2a\u6301\u7eed\u7684\u8fc7\u7a0b\uff0c\u8fd9\u91cc\u6709\u51e0\u4e2a\u91c7\u96c6\u7684\u5efa\u8bae\uff1a<\/p>\n<p>1\uff09<strong>\u5e38\u89c4\u76d1\u6d4b\u5efa\u8bae\u6bcf\u5e74\u4e0d\u8981\u8d85\u8fc72\u6b21\uff0c\u6700\u597d\u534a\u5e741\u6b21\u3002<\/strong>NPS\u76d1\u6d4b\u8fc7\u4e8e\u9891\u7e41\uff0c \u4f1a\u5bfc\u81f4\u6295\u5165\u6210\u672c\u8fc7\u5927\uff0c\u5e76\u5bf9\u7528\u6237\u9020\u6210\u4e0d\u5fc5\u8981\u7684\u9a9a\u6270\uff0c\u800c\u4e14\u4f1a\u6d88\u8017\u8fc7\u591a\u7cbe\u529b\u53bb\u89e3\u91ca\u5f80\u5f80\u662f\u62bd\u6837\u8bef\u5dee\u6240\u5e26\u6765\u7684\u5206\u503c\u53d8\u5316\uff1bNPS\u76d1\u6d4b\u8fc7\u4e8e\u7a00\u758f\uff0c\u4f1a\u5bfc\u81f4\u65e0\u6cd5\u7cfb\u7edf\u7684\u8fdb\u884c\u5386\u53f2\u548c\u7ade\u54c1\u7684\u6052\u7eb5\u6df1\u6bd4\u5bf9\uff0c\u800c\u4e14\u65e0\u6cd5\u56de\u6eaf\u5230\u5e95\u662f\u54ea\u4e9b\u7ecf\u8425\u4e0a\u7684\u53d8\u5316\u5e26\u6765\u7684\u63d0\u5347\u6216\u8005\u964d\u4f4e\u3002\u56e0\u6b64\uff0c\u4fdd\u6301\u4e00\u4e2a\u5408\u7406\u7684\u91c7\u96c6\u9891\u7387\u81f3\u5173\u91cd\u8981\u3002<\/p>\n<p>2\uff09<strong>\u91cd\u5927\u6539\u7248\/\u5347\u7ea7\uff0c\u5efa\u8bae\u53ef\u4ee5\u63d0\u524d\u7eb3\u5165\u5e38\u89c4\u76d1\u6d4b\u7684\u534a\u5e74\u5468\u671f\u5185\u3002<\/strong>\u540c\u65f6\u5728\u91cd\u5927\u6539\u7248\/\u5347\u7ea7\u4ee5\u540e\uff0c\u6700\u597d\u7559\u7ed9\u7528\u6237\u4e00\u5b9a\u7684\u4f53\u9a8c\u5468\u671f\uff082-4\u5468\uff09\uff0c\u4e4b\u540e\u518d\u8fdb\u884c\u5b9a\u5411\u7684NPS\u91c7\u96c6\uff0c\u540c\u65f6\uff0cNPS\u91c7\u96c6\u95ee\u5377\u53ef\u4ee5\u7ed3\u5408\u7cfb\u7edf\u7684\u6539\u7248\u6548\u679c\u8bc4\u4f30\u9879\u4e00\u8d77\uff0c\u5145\u5206\u4e86\u89e3\u7528\u6237\u5bf9\u6539\u7248\u7684\u6001\u5ea6\u8bc4\u4ef7\uff0c\u5e76\u9a8c\u8bc1\u6539\u7248\/\u5347\u7ea7\u5173\u952e\u70b9\u662f\u5426\u53ef\u4ee5\u52a9\u529b\u5230NPS\u7684\u63d0\u5347\u3002<\/p>\n<p>3\uff09<strong>\u9488\u5bf9\u65b0\u7528\u6237\uff0c\u53ef\u4ee5\u8fdb\u884c\u9996\u4f53\u9a8c\u540e\u91cd\u70b9\u76d1\u6d4b\u3002<\/strong>\u5bf9\u4e8e\u5bfb\u6c42\u5ba2\u6237\u826f\u6027\u4e14\u5feb\u901f\u589e\u957f\u7684\u4f01\u4e1a\u800c\u8a00\uff0c\u65b0\u7528\u6237\u521d\u4f53\u9a8c\u662f\u4e00\u4e2a\u975e\u5e38\u91cd\u8981\u7684\u6674\u96e8\u8868\uff0c\u56e0\u6b64\uff0c\u5bf9\u65b0\u7528\u6237\u9996\u6b21\u4f53\u9a8c\u540e\u7684\u62e6\u622a\u5f0fNPS\u91c7\u96c6\u663e\u5f97\u5c24\u4e3a\u91cd\u8981\uff0c\u56e0\u6b64\uff0c\u8bbe\u5b9a\u4e00\u4e2a\u5408\u7406\u7684\u673a\u5236\uff0c\u5bf9\u65b0\u7528\u6237\u8fdb\u884c\u6301\u7eed\u76d1\u6d4b\uff0c\u6709\u52a9\u4e8e\u611f\u5e94\u65b0\u7528\u6237\u7684\u5fe0\u8bda\u5ea6\uff0c\u5e76\u53d1\u6398\u65b0\u7528\u6237\u6d41\u5931\u7684\u5173\u952e\u539f\u56e0\uff0c\u4e3a\u65b0\u7528\u6237\u7559\u5b58\u63d0\u4f9b\u5de8\u5927\u52a9\u529b\u3002<\/p>\n<p>\u53e6\u5916\uff0c\u5f88\u591a\u4f01\u4e1a\u53ef\u80fd\u4f1a\u9047\u5230\u8bf8\u5982\u201cNPS\u5206\u6570\u5f88\u9ad8\uff0c\u4f46\u662f\u4e1a\u7ee9\u5e76\u6ca1\u6709\u4ec0\u4e48\u8d77\u8272\u201d\u7684\u95ee\u9898\u3002NPS\u505a\u4e3a\u4e00\u4e2a\u5148\u884c\u7684\u9884\u6d4b\u6027\u6307\u6807\uff0c\u7ed3\u679c\u5f80\u5f80\u6709\u4e00\u4e2a\u6ede\u540e\u6027\uff0c\u56e0\u6b64\uff0c\u8981\u76d1\u6d4b\u8fc7\u7a0b\u4e2d\u8981\u4fdd\u6301\u8010\u5fc3\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"menu8\" style=\"color: #3366ff;\"><strong>\u6700\u540e<\/strong><\/span><\/h2>\n<p><strong>\u5e0c\u671b\u521d\u5b66\u8005\u5728\u5f00\u59cb\u4f7f\u7528NPS\u524d\uff0c\u5bf9NPS\u6709\u4e00\u4e2a\u7406\u6027\u3001\u5ba2\u89c2\u3001\u6b63\u786e\u7684\u57fa\u7840\u8ba4\u77e5\u3002<\/strong><\/p>\n<p><strong>\u5bf9\u4e8eNPS\u7684\u6279\u5224\u8005\uff0c\u5e0c\u671b\u6709\u52a9\u4e8e\u4f60\u6536\u8d77\u504f\u89c1\uff0c\u5e76\u628a\u4f60\u5398\u6e05\u7684\u4e0d\u5b8c\u7f8e\uff0c\u8f6c\u5316\u4e3a\u8fed\u4ee3\u6539\u8fdb\u7684\u9a71\u52a8\u529b\uff0c\u8ba9\u5979\u53ef\u4ee5\u66f4\u597d\u3002<\/strong><\/p>\n<p><span style=\"color: #333333;\"><strong>\u5bf9\u4e8e\u6b63\u5728\u4f7f\u7528NPS\u7684\u4eba\uff0c\u53ef\u4ee5\u628aNPS\u7528\u5f97\u66f4\u597d\uff0c\u751a\u81f3\u8d85\u8d8aNPS\uff0c\u6210\u5c31\u5c5e\u4e8e\u81ea\u5df1\u4f01\u4e1a\u7684\u6700\u4f73\u4f53\u9a8c\u6307\u6807\u5b9e\u8df5\uff0c\u5e76\u6c89\u6dc0\u540e\u63a8\u5e7f\u7ed9\u5168\u884c\u4e1a\uff01<\/strong><\/span><\/p>\n<p>&nbsp;<\/p>\n<p><em><span style=\"color: #999999;\">\u5934\u56fe\u5f15\u7528\u81ea\uff1ahttps:\/\/acquire.io\/blog\/how-to-calculate-nps\/<\/span><\/em><\/p>\n<p><em><span style=\"color: #999999;\">\u7248\u6743\u58f0\u660e\uff1a\u8be5\u6587\u7ae0\u5728UXRen\u516c\u4f17\u53f7\uff08cnUXRen\uff09\u9996\u53d1\u540e\u65b9\u53ef\u8f6c\u8f7d\uff0c\u8f6c\u8f7d\u65f6\u8bf7\u6ce8\u660e\u51fa\u5904\uff0c\u5982\u6709\u8fdd\u80cc\uff0cUXRen\u793e\u533a\u4fdd\u7559\u4fb5\u6743\u8ffd\u8d23\u7684\u6743\u529b\u3002<\/span><\/em><\/p>\n<h1 style=\"text-align: center;\">\t\t<div class=\"wpulike wpulike-robeen \" ><div class=\"wp_ulike_general_class wp_ulike_is_unliked\"><label><input \ttype=\"checkbox\"\n\t\t\t\t\t\t\tdata-ulike-id=\"66946\"\n\t\t\t\t\t\t\tdata-ulike-nonce=\"b64488c83e\"\n\t\t\t\t\t\t\tdata-ulike-type=\"likeThis\"\n\t\t\t\t\t\t\tdata-ulike-status=\"3\"\n\t\t\t\t\t\t\tclass=\"wp_ulike_btn wp_ulike_put_image\"\n\t\t\t\t\t\t\t \/><svg class=\"heart-svg\" viewBox=\"467 392 58 57\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><g class=\"Group\" fill=\"none\" fill-rule=\"evenodd\" transform=\"translate(467 392)\"><path d=\"M29.144 20.773c-.063-.13-4.227-8.67-11.44-2.59C7.63 28.795 28.94 43.256 29.143 43.394c.204-.138 21.513-14.6 11.44-25.213-7.214-6.08-11.377 2.46-11.44 2.59z\" class=\"heart\" fill=\"#AAB8C2\" \/><circle class=\"main-circ\" fill=\"#E2264D\" opacity=\"0\" cx=\"29.5\" cy=\"29.5\" r=\"1.5\" \/><g class=\"grp7\" opacity=\"0\" transform=\"translate(7 6)\"><circle class=\"oval1\" fill=\"#9CD8C3\" cx=\"2\" cy=\"6\" r=\"2\" \/><circle class=\"oval2\" fill=\"#8CE8C3\" cx=\"5\" cy=\"2\" r=\"2\" \/><\/g><g class=\"grp6\" opacity=\"0\" transform=\"translate(0 28)\"><circle class=\"oval1\" fill=\"#CC8EF5\" cx=\"2\" cy=\"7\" r=\"2\" \/><circle class=\"oval2\" fill=\"#91D2FA\" cx=\"3\" cy=\"2\" r=\"2\" \/><\/g><g class=\"grp3\" opacity=\"0\" transform=\"translate(52 28)\"><circle class=\"oval2\" fill=\"#9CD8C3\" cx=\"2\" cy=\"7\" r=\"2\" \/><circle class=\"oval1\" fill=\"#8CE8C3\" cx=\"4\" cy=\"2\" r=\"2\" \/><\/g><g class=\"grp2\" opacity=\"0\" transform=\"translate(44 6)\" fill=\"#CC8EF5\"><circle class=\"oval2\" transform=\"matrix(-1 0 0 1 10 0)\" cx=\"5\" cy=\"6\" r=\"2\" \/><circle class=\"oval1\" transform=\"matrix(-1 0 0 1 4 0)\" cx=\"2\" cy=\"2\" r=\"2\" \/><\/g><g class=\"grp5\" opacity=\"0\" transform=\"translate(14 50)\" fill=\"#91D2FA\"><circle class=\"oval1\" transform=\"matrix(-1 0 0 1 12 0)\" cx=\"6\" cy=\"5\" r=\"2\" \/><circle class=\"oval2\" transform=\"matrix(-1 0 0 1 4 0)\" cx=\"2\" cy=\"2\" r=\"2\" \/><\/g><g class=\"grp4\" opacity=\"0\" transform=\"translate(35 50)\" fill=\"#F48EA7\"><circle class=\"oval1\" transform=\"matrix(-1 0 0 1 12 0)\" cx=\"6\" cy=\"5\" r=\"2\" \/><circle class=\"oval2\" transform=\"matrix(-1 0 0 1 4 0)\" cx=\"2\" cy=\"2\" r=\"2\" \/><\/g><g class=\"grp1\" opacity=\"0\" transform=\"translate(24)\" fill=\"#9FC7FA\"><circle class=\"oval1\" cx=\"2.5\" cy=\"3\" r=\"2\" \/><circle class=\"oval2\" cx=\"7.5\" cy=\"2\" r=\"2\" \/><\/g><\/g><\/svg><span class=\"count-box\">68+<\/span>\t\t\t\t\t<\/label><\/div><\/div>\n\t<\/h1>\n","protected":false},"excerpt":{"rendered":"<p>\u8861\u91cf\u4ea7\u54c1\u7684\u4f53\u9a8c\u597d\u4e0d\u597d\uff0c\u53ea\u6709\u4e00\u4e2a\u4e0d\u53ef\u66ff\u4ee3\u7684\u6307\u6807\uff1aNPS\uff08\u51c0\u63a8\u8350\u503c\uff09\u3002<\/p>\n","protected":false},"author":1,"featured_media":67335,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[49],"tags":[566,2794,4039,2793,2596],"_links":{"self":[{"href":"https:\/\/www.uxren.cn\/index.php?rest_route=\/wp\/v2\/posts\/66946"}],"collection":[{"href":"https:\/\/www.uxren.cn\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.uxren.cn\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.uxren.cn\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.uxren.cn\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=66946"}],"version-history":[{"count":31,"href":"https:\/\/www.uxren.cn\/index.php?rest_route=\/wp\/v2\/posts\/66946\/revisions"}],"predecessor-version":[{"id":67966,"href":"https:\/\/www.uxren.cn\/index.php?rest_route=\/wp\/v2\/posts\/66946\/revisions\/67966"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.uxren.cn\/index.php?rest_route=\/wp\/v2\/media\/67335"}],"wp:attachment":[{"href":"https:\/\/www.uxren.cn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=66946"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.uxren.cn\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=66946"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.uxren.cn\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=66946"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}