Kev xaav ntawm cov neeg siv khoom yog qhov txiav txim siab seb lub lag luam puas muaj sia nyob thiab txhim kho.
Yog li ntawd, ntau thiab ntau lub tuam txhab siv Net Promoter Score (NPS) - net promoter score survey raws li qhov yooj yim tshaj plaws los txiav txim siab cov neeg siv khoom xav txog lawv cov khoom / kev pabcuam. Los ntawm qhov ntawd, cov lag luam tuaj yeem npaj kom loj hlob thiab nyiam cov neeg siv khoom ntau dua los ntawm kev txhim kho lawv qhov muaj zog thiab tshem tawm lawv qhov tsis muaj zog.
Kab lus no yuav pab koj nkag siab zoo dua qhov tseem ceeb ntawm NPS, ob peb NPS cov lus nug cov qauv thiab cov lus qhia ntxaws txog kev siv NPS cov txiaj ntsig kev tshawb fawb los txhim kho kev lag luam.
- Net Promoter Score Survey yog dab tsi?
- Yuav Ua Li Cas Koj Xam Net Promoter Score?
- Yuav txhais li cas Net Promoter Score?
- Vim li cas Net Promoter Score tseem ceeb?
- 20+ Cov Lus Nug Los Nug Hauv Net Promoter Score Survey
- 3 Txoj Kev Txhim Kho Net Promoter Score
- Tshawb nrhiav koj cov neeg siv khoom nrog AhaSlides
- Ntau Cov Lus Qhia nrog AhaSlides
Ntau Cov Lus Qhia nrog AhaSlides
Ib sab net txhawb nqa cov qhab nia ntsuam xyuas, cia peb tau txais qee cov lus qhia ntxiv nrog AhaSlides
Koom nrog koj cov neeg ua haujlwm tshiab.
Tsis yog qhov kev ntsuam xyuas tho txawv, cia peb tsim cov lus nug lom zem los soj ntsuam koj cov neeg ua haujlwm. Sau npe dawb thiab nqa yam koj xav tau los ntawm lub tsev qiv ntawv template!
🚀 Rau huab ☁️
Net Promoter Score Survey yog dab tsi?
Net Promoter Score lossis NPS ntsuas seb koj cov neeg siv khoom txaus siab los qhia koj lub tuam txhab cov khoom lossis kev pabcuam rau lwm tus. Tsis tas li ntawd, NPS Performance index kuj tseem siv los soj ntsuam qhov kev txaus siab thiab kev ntseeg siab ntawm cov neeg siv khoom nrog cov khoom lossis kev pabcuam thiab cuam tshuam ncaj qha rau kev loj hlob ntawm kev lag luam.
Kev ntsuam xyuas NPS tuaj yeem siv rau yuav luag txhua qhov kev lag luam nrog cov qauv kev tshawb fawb no suav nrog daim ntawv nug ob ntu:
- Thawj qhov: Cov lus nug ntsuas - Hais kom koj cov neeg siv khoom ntsuas koj lub lag luam, khoom lag luam, lossis kev pabcuam ntawm qhov ntsuas ntawm 0 txog 10.
- Qhov thib ob: Cov lus nug qhib txog vim li cas ib qho qhab nia tshwj xeeb tau muab rau hauv thawj ntu.
Yuav Ua Li Cas Koj Ua Ib Daim Ntawv Pov Thawj Tshaj Lij Tshaj Tawm?
Tom qab cov txiaj ntsig kev soj ntsuam muaj, cov neeg siv khoom yuav muab faib ua 3 pawg los ntawm cov qhab nia txhawb nqa tus qhab nia:
- Promoters (cov qhab nia 9 – 10): Lawv yog cov neeg loyal. Lawv nyiam qhia koj lub hom phiaj rau cov neeg hauv lawv lub zej zog lossis kev tshaj lij.
- Passives (cov qhab nia 7 - 8): Lawv yog cov neeg siv khoom txaus siab rau koj qhov kev pabcuam tab sis tuaj yeem hloov mus rau kev siv koj tus neeg sib tw cov khoom / kev pabcuam yog tias muab lub sijhawm. Lawv nyob nruab nrab - yuav tsis nthuav tawm cov lus tsis zoo ntawm lub qhov ncauj tab sis yuav tsis txhawb koj lub hom phiaj ib yam.
- Detractors (cov qhab nia 0 – 6): Lawv yog cov neeg siv khoom uas tsis txaus siab rau koj cov khoom lossis kev pabcuam. Lawv qhia lawv cov kev paub tsis zoo rau lwm tus thiab ua rau lub tuam txhab lub koob npe nrov. Lawv tsis xav yuav koj cov khoom / kev pabcuam dua thiab yuav ua rau lwm tus tsis txaus siab thiab.
Ob qhov kev ntaus nqi thiab cov lus nug qhib yog nyob rau hauv cov qauv siv los ntawm cov kev pabcuam NPS feem ntau. Txawm li cas los xij, koj tuaj yeem hloov kho koj daim ntawv ntsuam xyuas rau qhov tshwj xeeb ntawm koj lub lag luam thiab cov hom phiaj ntawm koj qhov kev sib tw NPS.
Nws yooj yim los xam koj qhov qhab nia NPS kawg - siv cov qauv no: NPS = %Promoter – %Detractor
Piv txwv li: Thaum soj ntsuam 100 tus neeg siv khoom, qhov tshwm sim yog 50 Tus Txhawb Nqa (50%), 30 passives (30%), thiab 20 detractors (20%), koj cov qhab nia NPS yuav raug suav ua 50 - 20 = 30.
Yog li, NPS yog 30, uas qhia tau hais tias cov neeg siv khoom tsis zoo, thiab cov neeg siv khoom tuaj yeem tso koj yooj yim thaum lwm yam khoom zoo dua. Koj yuav tsum tau tshawb nrhiav kom pom qhov teeb meem los txhim kho.
Yuav txhais li cas Net Promoter Score Survey?
Net txhawb nqa cov qhab nia daim ntawv ntsuam xyuas ib txwm nyob ntawm -100 txog 100. Cov qhab nia tsis zoo thaum lub tuam txhab muaj kev cuam tshuam ntau dua li cov neeg txhawb nqa thiab qhov zoo hauv qhov xwm txheej.
NPS zoo yog dab tsi?
Ib qho qhab nia siab tshaj 0 yog "zoo" vim nws qhia tau hais tias ib lub lag luam muaj kev txhawb nqa ntau dua li cov neeg tawm tsam.
Tau kawg, qhov siab dua NPS, qhov zoo dua, thiab koj tuaj yeem xav tias cov tuam txhab saum toj kawg nkaus hauv ntiaj teb yuav tau qhab nia ntawm 70 - 80. Txawm li cas los xij, hauv 2022, NPS qhab nia ntawm Apple yog 47, Nike NPS qhab nia ntawm 50, Microsoft NPS qhab nia yog 42, thiab Tesla NPS yog 40.
Qhov qhab nia zoo tag nrho ntawm 100 yog qhov qhab nia uas tsis muaj lwm yam lag luam tau ua tiav.
Qhov qhab nia NPS phem yog dab tsi?
Ib qho qhab nia qis dua 0 qhia tau hais tias kev lag luam muaj kev cuam tshuam ntau dua li cov neeg txhawb nqa. NPS tsis zoo yog ib qho cim qhia tias kev lag luam muaj qee qhov haujlwm hnyav ua los txhim kho qhov xwm txheej, txo cov neeg siv khoom tsis txaus siab, thiab tsim cov neeg txhawb nqa ntxiv.
Vim li cas Net Promoter Score Survey tseem ceeb?
NPS ua lub luag haujlwm tseem ceeb rau kev lag luam. Thaum txiav txim siab NPS, ib lub tuam txhab tuaj yeem npaj thiab taw qhia lawv txoj kev lag luam raws li qhov tseeb ntawm cov neeg siv khoom xav tau thiab ua kom cov neeg siv khoom muaj kev paub ntau ntxiv. NPS muaj lub luag haujlwm tshwj xeeb:
Ua kom cov neeg siv khoom loyalty - Qhov tseem ceeb rau Net Promoter Score Survey
NPS cov cuab yeej tshawb fawb pab cov lag luam ntsuas cov neeg siv khoom ncaj ncees thiab muaj peev xwm ntawm cov neeg siv khoom kom pom zoo rau cov neeg lawv hlub. Tsis tas li ntawd, nws tseem pab ntsuas qhov feem pua ntawm cov neeg siv khoom tawm hauv koj lub lag luam kom hloov mus rau kev siv tus neeg sib tw cov khoom lossis kev pabcuam. Kev tshawb fawb qhia tau hais tias qhov nce ntawm 5% ntawm cov neeg siv khoom tuav tau tuaj yeem nce cov txiaj ntsig kev lag luam los ntawm 25% -95%.
Txheeb xyuas qhov tsis muaj zog - Qhov tseem ceeb rau Net Promoter Score Survey
Ntau tus neeg siv khoom teb cov lus nug NPS nrog cov qhab nia qis qhia tias kev lag luam tab tom nkag mus rau lub sijhawm muaj teebmeem. Txawm li cas los xij, qhov no tseem yog lub sijhawm los sau cov lus tawm tswv yim kom cov lag luam tuaj yeem nrog cov tswv yim zoo tshaj plaws thiab muaj tseeb tshaj plaws.
Txheeb xyuas cov "detractors" thiab txwv qhov kev puas tsuaj
Thaum ntsuas NPS, cov lag luam yuav paub cov neeg siv khoom tsis txaus siab (Detractors). Cov neeg siv khoom feem ntau yog peb zaug ntau dua los tham txog lawv cov kev paub tsis zoo nrog lwm tus dua li qhia lawv cov kev paub zoo. Yog li, tau txheeb xyuas cov neeg siv khoom tsis txaus siab, lub lag luam yuav tsum paub qhov laj thawj tom qab qhov kev tsis txaus siab thiab cov yam uas lawv xav kom koj txhim kho. Tsis muaj txoj hauv kev nrawm tshaj plaws los txwv cov neeg tawm tsam los ntawm kev ua siab ntev rau lawv lub sijhawm.
Txheeb xyuas "Promoters" thiab tau txais cov neeg siv khoom tshiab
Rau cov neeg siv khoom txaus siab, koj tuaj yeem hais kom lawv ntsuas lossis tshuaj xyuas koj cov lag luam ntawm e-commerce thiab cov chaw sib raug zoo. Tom qab ntawd tom qab lawv ntsuas tiav, koj tuaj yeem muab cov nyiaj cheb rau lawv thiab kev txhawb zog. Cov neeg feem ntau tso siab rau cov lus pom zoo los ntawm cov neeg paub, thaum lawv raug xa mus rau ib qho kev lag luam hauv kev sib raug zoo los ntawm lawv cov phooj ywg, lawv muaj feem ntau yuav yuav.
Tsim kom muaj kev sib txuas lus ntawm cov neeg siv khoom thiab cov lag luam
NPS kev tshawb fawb qhib cov kev sib txuas lus ntawm koj cov neeg siv khoom thiab koj lub lag luam. Nws yog qhov ua tau kom tau txais cov tswv yim txhim kho tshiab, nkag siab zoo dua rau cov neeg siv khoom xav tau thiab paub tias kev lag luam mus li cas. Tsis tas li ntawd, qhov no kuj yog qhov chaw uas cov neeg siv khoom sib cuam tshuam thiab tau txais cov lus tawm tswv yim, txwv cov neeg siv khoom mus rau pej xeem hauv internet yog tias lawv tsis txaus siab. Koj tuaj yeem ntsuas lub peev xwm ntawm cov neeg siv khoom txuas ntxiv siv cov khoom thiab cov kev pabcuam. Tib lub sijhawm, koj tuaj yeem qhia lwm yam khoom thiab kev pabcuam thaum muaj kev cuam tshuam nrog cov neeg siv khoom.
Ntau Hom Kev Tshawb Fawb
20 + Cov Lus Nug Los Nug Hauv Net Promoter Score Survey (NPS Score Questions)
Xav tias koj tab tom tawm tsam kom nce koj tus kheej kev soj ntsuam teb tus nqi thiab tau txais cov lus pom zoo. Cov lus nug hauv qab no yuav pab tau koj.
Kev ntsuam xyuas cov lus nug - Net Promoter Score Survey
Hais kom cov neeg siv khoom ntsuas koj lub tuam txhab / khoom / kev pabcuam
Yog tias koj nyuam qhuav pib nrog Net Promote
Cov lus nug classic los tsim NPS daim ntawv ntsuam xyuas yog:
"Ntawm qhov ntsuas ntawm 0 txog 10, koj yuav pom zoo li cas rau peb cov lag luam / khoom lag luam / kev pabcuam rau cov phooj ywg, cov npoj yaig, lossis tsev neeg?"
Lo lus nug no yog tsim los ntes cov neeg siv khoom txaus siab rau koj lub tuam txhab / khoom / kev pabcuam. Nws tsim lub hauv paus ntawm kev sib txuas lus nrog koj cov neeg siv khoom, tso cai rau lawv hais lus lawv lub siab, thiab yog qhov zoo tshaj plaws icebreaker. Ntawm qhov tod tes, cov lus teb koj tau txais tom qab lo lus nug no sawv cev rau qhov txiaj ntsig zoo tshaj plaws ntawm koj lub tuam txhab / khoom / kev pabcuam. Nws kuj ntsuas cov neeg siv khoom ncaj ncees rau koj los kho cov phiaj xwm tom ntej.
Hais kom cov neeg siv khoom ntsuas qhov kev paub tshwj xeeb.
Tsuas yog tweak cov lus nug, thiab koj yuav xav tsis thoob tias nws yooj yim npaum li cas kom txo qis rau cov neeg siv khoom tshwj xeeb.
Koj tuaj yeem ntxiv cov lus nug tseem ceeb NPS los ntsuas qhov muaj feem ntawm kev tawm tswv yim nrog qee cov kab lus zoo li cov piv txwv hauv qab no:
- "Tom qab qhov kev hloov kho tshiab tshaj plaws, Koj yuav pom zoo li cas (lub tuam txhab / cov khoom npe) rau ib tus phooj ywg lossis cov npoj yaig?
- "Xav txog koj (tsis ntev los no) kev yuav khoom, Koj yuav pom zoo li cas (lub tuam txhab / lub npe khoom) rau koj cov phooj ywg lossis tsev neeg?
- "Yuav ua li cas koj yuav pom zoo (lub tuam txhab / cov khoom npe) rau koj cov phooj ywg nyob ntawm koj qhov kev sib tham nrog peb pab neeg muab kev pab?”
Cov lus nug no yuav qhia txog cov teeb meem uas yuav tsum tau ua tam sim los txhim kho cov neeg siv khoom txaus siab thiab yog li ua rau cov neeg siv khoom zoo siab dua.
Hloov cov kab lus "phooj ywg / npoj yaig / tsev neeg" nrog rau cov neeg tuaj saib
Nyob ntawm koj cov khoom thiab lub hom phiaj cov neeg siv khoom, koj tuaj yeem hloov kho koj daim ntawv ntsuam xyuas los ntawm kev hloov cov neeg tuaj saib; cov neeg siv khoom tuaj yeem qhia koj cov khoom lossis kev lag luam. Hloov ntawm tus qauv "tus phooj ywg / npoj yaig / tsev neeg", xav txog kev hloov Net Promoter Score lo lus nug rau cov hauv qab no:
- "Koj tuaj yeem pom zoo (lub npe ntawm tuam txhab / khoom / kev pabcuam) rau ib tug neeg uas muaj kev sib tw zoo sib xws? "
- "Yuav ua li cas koj yuav pom zoo (lub tuam txhab / khoom / kev pabcuam npe) rau ib tug neeg uas nyiam sib xws? "
- "Yuav ua li cas koj yuav pom zoo (lub tuam txhab / khoom npe) rau koj lub voj voog? "
Qhib-Ended cov lus nug - Net Promoter Score Survey
Koj tuaj yeem kho tus kheej NPS cov lus nug qhib-kawg raws li cov qhab nia muab los ntawm tus neeg teb. Saib ntawm cov piv txwv qhib hauv qab no uas koj tuaj yeem siv los ua lwm txoj hauv kev rau cov lus nug tus qauv: "Qhov laj thawj tseem ceeb rau koj qhov qhab nia yog dab tsi?"
"Koj nyiam dab tsi tshaj plaws / tsawg kawg ntawm (lub tuam txhab / khoom lag luam / kev pabcuam npe)?"
Lo lus nug no yuav pab koj nkag siab tias koj cov neeg siv khoom xav li cas thiab xav tau tom qab kev cuam tshuam nrog koj cov khoom lossis kev pabcuam. Nws yog yooj yim customizable rau ob qho tib si Promoters thiab Detractors. Yog tias koj paub tias dab tsi ua haujlwm lossis tsis ua haujlwm rau koj cov neeg siv khoom, koj tuaj yeem tweak txhua yam los pab lawv zoo dua.
Nrog rau cov lus teb ntau txaus, lo lus nug no tuaj yeem pab koj nrhiav kev nkag siab tshiab los siv hauv koj qhov kev tshaj tawm thiab kev tshaj tawm kev lag luam thiab txoj hauv kev tshiab los tso koj cov khoom thiab cov npe.
"Dab tsi ploj los yog poob siab hauv koj qhov kev paub nrog peb?"
Kev thuam kev tsim kho tuaj yeem muaj txiaj ntsig zoo rau koj txoj kev lag luam. Qhov no yog ib qho piv txwv zoo ntawm kev txhawb cov neeg siv khoom los tham txog yam ntawm koj cov khoom lossis kev pabcuam uas lawv tsis nyiam.
"Peb tuaj yeem txhim kho koj qhov kev paub li cas?"
Nrog rau lo lus nug no, Passive tuaj yeem ua cov tswv yim tswv yim ntawm qhov koj tuaj yeem ua tau coj koj cov khoom lossis kev pabcuam mus rau qib tom ntej.
Nrog Detractors, koj yuav paub tseeb tias yuav ua li cas los kho qhov yuam kev thiab tau txais koj cov khoom / kev pabcuam ntawm kev khiav.
"Koj puas tuaj yeem sau peb yam uas peb tuaj yeem txhim kho txog peb cov khoom / kev pabcuam?"
Kev tawm tswv yim cov neeg siv khoom sau peb lub laj thawj tshwj xeeb vim li cas lawv tsis nyiam koj cov khoom / kev pabcuam yuav txuag koj lub sijhawm nrhiav qhov yuam kev. Cov lus qhia cov neeg siv khoom yuav coj koj cov kev ua thaum lub sij hawm tsim khoom thiab kev tsim kho. Tsis tas li ntawd, koj yuav nkag siab zoo dua koj cov neeg tuaj saib lub hom phiaj thiab nthuav koj cov npe neeg siv khoom raws li kev nkag siab tshiab.
"Dab tsi yog cov txiaj ntsig tseem ceeb ntawm kev siv peb cov khoom / kev pabcuam?"
Ib yam li kev tshoov siab rau cov neeg siv khoom los hais txog koj cov khoom / kev pabcuam qhov tsis muaj zog, nug lawv tshwj xeeb tham txog koj lub zog thiab qhov lawv nyiam txog koj cov khoom / kev pabcuam yuav pab koj tsom thiab txhim kho cov yam ntxwv uas tau siv thiab hais txog ntau yam. Nws yuav pab tau tig cov zog no rau hauv koj cov ntsiab lus muag tshwj xeeb.
"Vim li cas koj thiaj xaiv peb cov khoom tshaj peb cov neeg sib tw?
Dab tsi raws nraim cov neeg siv khoom nyiam txog koj cov khoom? Dab tsi ua rau lawv xaiv koj tshaj koj? Vim yog qhov zoo nkauj interface tsim? Rau kev siv yooj yim? Kev xa khoom sai? Muaj ntau txoj kev xaiv? Lo lus nug no yuav pab txiav txim seb qhov twg ua rau koj sawv tawm kom koj tuaj yeem loj hlob thiab siv tau qhov txiaj ntsig no ntxiv.
Tsis paub yuav pib qhov twg? Sim kaum cov lus nug hauv qab no rau koj daim ntawv ntsuam xyuas cov qhab nia txhawb nqa.
- Dab tsi hloov hauv (cov khoom lag luam / lub npe kev pabcuam) yuav ua rau koj xav siv peb ntxiv?
- Nws yuav ua li cas yog tias koj tuaj yeem hloov ib yam dab tsi hauv (cov khoom lag luam / npe kev pabcuam)?
- Dab tsi tau ntxias koj los ua tus neeg siv khoom?
- Qhov kev txhim kho dab tsi tau ua (cov khoom lag luam / npe kev pabcuam) coj los rau koj / koj lub sijhawm ua haujlwm
- Koj xav tau dab tsi uas yuav ua rau (cov khoom lag luam / npe kev pabcuam) tseem ceeb rau koj?
- Thov sau peb yam uas ua rau koj xaiv peb tshaj peb qhov kev sib tw.
- Dab tsi yog koj qhov kev sib tw loj tshaj plaws thaum tshawb nrhiav txoj cai (cov khoom lag luam) rau koj lub lag luam?
- Dab tsi yog ib yam uas peb tuaj yeem ntxiv uas yuav ua rau (cov khoom lag luam / kev pabcuam npe) qhov tseem ceeb / qhov tseem ceeb rau koj?
- Cov teeb meem tshwj xeeb dab tsi no (cov khoom lag luam / npe kev pabcuam) daws teebmeem rau koj?
- Dab tsi yog qhov peb tuaj yeem ua kom qhov no (cov khoom lag luam / lub npe kev pabcuam) zoo dua rau koj?
- Vim li cas koj thiaj tsis pom zoo peb (cov khoom lag luam / kev pabcuam npe)?
'Ua Tsaug Koj Xov' rau Net Promoter Score daim ntawv ntsuam xyuas
Ua Tsaug Koj Message – Promoters
Ua tsaug rau koj cov lus qhia tseem ceeb. Koj ua peb hnub!
Zoo kawg uas muaj ib tug phooj ywg zoo li koj. Peb yuav ua haujlwm los txhim kho thiab qhia koj qhov kev paub zoo tshaj plaws ntawm (lub tuam txhab npe).
Ua Tsaug Koj Message – Passives
Ua tsaug rau koj cov lus qhia tseem ceeb. Koj ua peb hnub!
Koj cov kev xav thiab cov lus qhia tseem ceeb rau peb thaum peb siv zog los txhim kho cov khoom thiab ua kom nws zoo dua txhua hnub.
Ua Tsaug Koj Xov - Detractors
Ua tsaug rau koj cov lus muaj txiaj ntsig.
Peb hwm koj cov lus pom zoo, txawm tias qhov zoo lossis qhov tsis zoo. Pom koj yav tom ntej kom pom tias peb tuaj yeem txhim kho peb cov khoom / kev pabcuam ntxiv li cas kom tshaj qhov koj xav tau.
3 Txoj Kev Txhim Kho Net Promoter Score Daim ntawv ntsuam xyuas
- Ua Kom Paub meej thiab meej: Siv daim ntawv ntsuam xyuas kom zoo kom paub meej txog qhov koj plame kom pom los ntawm kev nug ncaj nraim, cov lus nug ncaj qha uas tsom mus rau lub ntsiab lus tseem ceeb.
- Txwv tus naj npawb ntawm cov lus nug: Yam tsawg kawg ntawm 1 nqe lus nug yuav tsum tau siv los ntsuas kev lag luam ntawm 0 txog 10. Tom qab ntawd 2-3 cov lus nug qhib kom txiav txim siab qhov laj thawj tom qab qhov ntsuas.
- Xaiv lub platform zoo: Cov kev tshawb fawb feem ntau yog los ntawm kev sib tw email lossis kev tshawb fawb pop-up ntawm lub vev xaib.
Tshawb nrhiav koj cov neeg siv khoom nrog AhaSlides
Txhim kho koj cov qhab nia txhawb nqa kev soj ntsuam thiab nkag siab ntau ntxiv txog koj cov neeg siv khoom xav tau nrog AhaSlides. Sau npe thiab pib personalizing koj daim ntawv ntsuam xyuas template, tsom koj cov neeg tuaj saib kom raug thiab ua kom zoo tshaj plaws ntawm cov lus teb tau txais.
