20+ Best Net Promoter Score Survey Mafunso mu 2023

Malingaliro a kasitomala ndi omwe amatsimikizira ngati bizinesi ipulumuka ndikutukuka.

Chifukwa chake, makampani ochulukirachulukira akugwiritsa ntchito Net Promoter Score (NPS) - Net promotioner score survey ngati njira yosavuta yodziwira momwe makasitomala amamvera pazamalonda/ntchito zawo. Kuchokera pamenepo, mabizinesi amatha kukonzekera kukulitsa ndi kukopa makasitomala ambiri powongolera mphamvu zawo ndikuchotsa zofooka zawo.

Nkhaniyi ikuthandizani kumvetsetsa kufunikira kwa NPS, zitsanzo zochepa za mafunso a NPS komanso malangizo atsatanetsatane amomwe mungagwiritsire ntchito zotsatira za kafukufuku wa NPS kuti muwongolere bizinesi.

Kodi Net Promoter Score Survey ndi chiyani?
Kodi mumawerengera bwanji Net Promoter Score?
Kodi Mungamasulire Bwanji Net Promoter Score?
Chifukwa Chiyani Net Promoter Score Ndi Yofunika?
20+ Mafunso Oti Mufunse Pakafukufuku Wama Score A Net Promoter
Njira za 3 Zokwezera Score ya Net Promoter
Yang'anani Makasitomala Anu Ndi AhaSlides
Malangizo Enanso ndi AhaSlides

Malangizo Enanso ndi AhaSlides

Pambali pa kafukufuku wamagulu otsatsa, tiyeni tipeze maupangiri ena ndi AhaSlides

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Kodi Net Promoter Score Survey ndi chiyani?

Net Promoter Score kapena NPS imayesa momwe makasitomala anu alili ofunitsitsa kupangira zinthu zakampani yanu kwa ena. Kuphatikiza apo, index ya NPS imagwiritsidwanso ntchito powunika kukhutitsidwa ndi kukhulupirika kwa makasitomala pazogulitsa kapena ntchito ndikuwonetsa mosalunjika kukula kwa bizinesi.

Mavoti a NPS atha kugwiritsidwa ntchito pafupifupi makampani aliwonse omwe ali ndi kafukufukuyu wokhala ndi mafunso a magawo awiri:

Gawo loyamba: Funso la mavoti - funsani makasitomala anu kuti awone bizinesi yanu, malonda, kapena ntchito yanu pamlingo wa 0 mpaka 10.
Gawo lachiwiri: Funso lotseguka za chifukwa chiyani mphambu ina inaperekedwa mu gawo loyamba.

Mumapanga Bwanji Net Promoter Score Survey?

Zotsatira zafukufuku zikapezeka, makasitomala adzagawidwa m'magulu atatu potengera ma benchmarks otsatsa:

Otsatsa (zigoli 9 - 10): Iwo ndi makasitomala okhulupirika. Amakonda kupangira mtundu wanu kwa anthu omwe amacheza nawo kapena akatswiri.
Zochita (zigawo 7-8): Ndimakasitomala omwe amakhutitsidwa ndi ntchito yanu koma atha kutembenukira kukugwiritsa ntchito zomwe akupikisana naye mukapatsidwa mwayi. Salowerera ndale - sangafalitse mawu oyipa pakamwa koma sangalimbikitsenso mtundu wanu.
Otsutsa (zigoli 0 - 6): Ndi makasitomala omwe sakhutira ndi malonda kapena ntchito yanu. Amauza ena zinthu zoipa zimene anakumana nazo ndipo amawononga mbiri ya kampaniyo. Sakufuna kugulanso malonda/ntchito yanu ndipo adzakhumudwitsanso ena.

Mavoti onse ndi mafunso otseguka ali mumtundu womwe umagwiritsidwa ntchito ndi ntchito zambiri za NPS. Komabe, mutha kusintha kafukufuku wanu kuti azigwirizana ndi bizinesi yanu komanso zolinga za kampeni yanu ya NPS.

Net Promoter Score Survey - Chithunzi: pulumuka

Ndizosavuta kuwerengera mphambu yanu yomaliza ya NPS - gwiritsani ntchito njira iyi: NPS = % Wotsatsa - % Detractor

Mwachitsanzo: Mukafufuza makasitomala 100, zotsatira zake ndi 50 Promoters (50%), 30 passives (30%), ndi 20 detractors (20%), mphambu yanu ya NPS idzawerengedwa ngati 50 - 20 = 30.

Choncho, NPS ndi 30, zomwe zimasonyeza kuti kasitomala si wabwino, ndipo makasitomala akhoza kukusiyani mosavuta pamene zinthu zina zili bwino. Muyenera kufufuza kuti mupeze vuto kuti muwongolere.

Kodi Mungamasulire Bwanji Net Promoter Score Survey?

Kafukufuku wa Net promotionr score nthawi zambiri amakhala kuyambira -100 mpaka 100. Zotsatira zake zimakhala zoipa ngati kampani ili ndi otsutsa ambiri kuposa otsatsa komanso ali ndi chiyembekezo pazosiyana.

Kodi NPS yabwino ndi chiyani?

Zotsatira zilizonse pamwamba pa 0 ndi "zabwino" chifukwa zikuwonetsa kuti bizinesi ili ndi otsatsa ambiri kuposa otsutsa.

Zachidziwikire, kukwezeka kwa NPS, kumakhala bwinoko, ndipo mutha kuganiza kuti mabungwe apamwamba padziko lonse lapansi apeza pakati pa 70 - 80. Komabe, mu 2022, NPS ya Apple ndi 47, Nike NPS ya 50, Microsoft NPS ndi 42, ndipo Tesla NPS ndi 40.

Kupambana bwino kwa 100 ndi mphambu yomwe palibe bizinesi ina yomwe idakwanitsa.

Kodi zotsatira zoyipa za NPS ndi chiyani?

Zotsatira zilizonse pansipa 0 zikuwonetsa kuti bizinesi ili ndi otsutsa ambiri kuposa otsatsa. NPS yoyipa ndi chizindikiro chakuti bizinesi ili ndi ntchito yayikulu yoti ichite kukonza zinthu, kuchepetsa kuchuluka kwa makasitomala osasangalala, ndikupanga otsatsa ambiri.

Chifukwa Chiyani Net Promoter Score Survey Ndi Yofunika?

NPS imagwira ntchito yofunika kwambiri pamabizinesi. Pozindikira NPS, kampani imatha kukonzekera ndikuwongolera bizinesi yawo potsatira zomwe makasitomala akufuna ndikuwonjezera chidziwitso chamakasitomala. NPS ili ndi maudindo ena:

Wonjezerani Kukhulupirika kwa Makasitomala - Zofunikira pa Kafukufuku wa Net Promoter Score

Chida chowunikira cha NPS chimathandizira mabizinesi kuwunika kukhulupirika kwamakasitomala komanso kuthekera kwamakasitomala kupangira mtunduwu kwa okondedwa awo. Kupatula apo, zimathandizanso kuyeza kuchuluka kwa makasitomala omwe amasiya bizinesi yanu kuti asinthe kugwiritsa ntchito chinthu kapena ntchito ya omwe akupikisana nawo. Research zikuwonetsa kuti kuwonjezeka kwa 5% pakusunga makasitomala kumatha kuwonjezera phindu labizinesi ndi 25% -95%.

Dziwani Zofooka - Zofunikira pa Kafukufuku wa Net Promoter Score

Makasitomala ochulukirapo omwe amayankha funso la NPS ndi ziwerengero zotsika akuwonetsa kuti bizinesiyo ikufika pamavuto. Komabe, uwu ndi mwayinso wosonkhanitsa ndemanga moona mtima kuti mabizinesi athe kupeza njira zapafupi komanso zenizeni.

Dziwani "otsutsa" ndikuchepetsa Zowonongeka

Poyezera NPS, mabizinesi azidziwa Makasitomala Osakhutitsidwa (Otsutsa). Makasitomala nthawi zambiri amakhala ndi mwayi woti alankhule za zomwe adakumana nazo ndi ena kuwirikiza katatu kuposa kugawana nawo zabwino zomwe adakumana nazo. Chifukwa chake, pozindikira makasitomala omwe sakukhutira, bizinesiyo iyenera kupeza chifukwa chomwe sichikukhutitsidwa ndi zomwe akufuna kuti musinthe. Palibe njira yachangu yochepetsera otsutsa powasangalatsa munthawi yake.

Dziwani "Otsatsa" ndikupeza Makasitomala Atsopano

Kwa makasitomala okhutitsidwa, mutha kuwafunsa kuti ayese kapena kuwunikanso bizinesi yanu pamalonda a e-commerce ndi malo ochezera. Kenako akamaliza kuwunika, mutha kuwapatsa kuchotsera ndi kuwalimbikitsa. Anthu nthawi zambiri amakhulupilira malingaliro a mawu apakamwa kuchokera kwa omwe amawadziwa, akamatumizidwa ku bizinesi iliyonse pa malo ochezera a pa Intaneti ndi abwenzi awo, amatha kugula.

Pangani njira yolumikizirana pakati pa makasitomala ndi mabizinesi

Kafukufuku wa NPS amatsegula njira zolankhulirana pakati pa makasitomala anu ndi bizinesi yanu. Ndizotheka kupeza malingaliro atsopano achitukuko, kumvetsetsa bwino zomwe makasitomala amafuna komanso kudziwa momwe bizinesi ikuyendera. Kupatula apo, awa ndi malo omwe makasitomala amalumikizana ndikulandila mayankho, kulepheretsa makasitomala kupita pagulu pa intaneti ngati sakhutira. Mutha kuwunika kuthekera kwa makasitomala kuti apitilize kugwiritsa ntchito zinthu ndi ntchito. Nthawi yomweyo, mutha kuyambitsanso zinthu zina ndi mautumiki mukamacheza ndi makasitomala.

Mitundu Yambiri ya Kafukufuku

20 + Mafunso Oti Mufunse mu Net Promoter Score Survey (Mafunso a NPS Score)

Tiyerekeze kuti mukuvutika kuti muwonjezere kuchuluka kwa mayankho a kafukufuku ndi kupeza mayankho ogwira ntchito. Mafunso otsatirawa angakuthandizeni.

Mavoti a mafunso a kafukufuku - Net Promoter Score Survey

Funsani makasitomala kuti awone kampani/chinthu/ntchito yanu

Ngati mukungoyamba kumene ndi Net Promote

Funso lachikale lopanga kafukufuku wa NPS ndi:

"Pa sikelo ya 0 mpaka 10, muli ndi mwayi wotani kuti mulimbikitse bizinesi/chinthu/ntchito zathu kwa anzanu, anzathu, kapena abale?"

Funsoli lapangidwa kuti likope kukhutira kwamakasitomala ndi kampani/chinthu/ntchito yanu. Imakhazikitsa maziko olankhulirana ndi makasitomala anu, imawalola kuti alankhule zakukhosi kwawo, ndipo ndiyomwe imayenda bwino kwambiri. Kumbali inayi, yankho lomwe mumapeza pambuyo pa funsoli likuyimira zotsatira zabwino kwambiri pakampani/chinthu/ntchito yanu. Zimayesanso kukhulupirika kwamakasitomala kuti musinthe pamakampeni otsatira.

Funsani makasitomala kuti awonetse zochitika zenizeni.

Ingoyankhani funsoli, ndipo mudzadabwa momwe zimakhalira zosavuta kuchepetsa zomwe kasitomala amakumana nazo.

Mutha kuwonjezera funso lofunikira la NPS kuti muyese mwayi woti munenepo ndi mawu ena monga zitsanzo zili pansipa:

"Pambuyo pa zosintha zaposachedwa, kodi mungapangire (dzina la kampani/chinthu) kwa mnzanu kapena mnzanu?"
"Poganizira zomwe mwakumana nazo pogula (posachedwa)., kodi mungapangire (dzina la kampani/chinthu) kwa anzanu kapena achibale anu?”
"Muli ndi mwayi wotani wopangira (dzina la kampani/chinthu) kwa anzanu kutengera kuyanjana kwanu ndi gulu lathu lothandizira makasitomala?"

Mafunsowa adzaunikira nkhani zilizonse zomwe zimafuna kuchitapo kanthu mwachangu kuti azitha kukhutitsidwa ndi makasitomala ndikubweretsa makasitomala osangalala.

Sinthani mawu oti "mnzako / mnzako / banja" ndi omvera omwe mukufuna

Kutengera zomwe mumagulitsa komanso makasitomala omwe mukufuna, mutha kusintha mawonekedwe anu a kafukufuku posintha omvera; makasitomala angakulimbikitseni malonda kapena bizinesi yanu. M'malo mwa "mnzako/mnzako/banja" wamba, lingalirani kusintha funso la Net Promoter Score kukhala zotsatirazi:

"Kodi mungapangire (dzina la kampani/chinthu/ntchito) kuti wina yemwe ali ndi vuto lofananalo? "
"Muli ndi mwayi wotani kuti mupangire (kampani/chinthu/dzina lantchito) ku wina yemwe ali ndi zokonda zofanana? "
"Muli ndi mwayi wotani kuti mupangire (dzina la kampani/chinthu) ku bwalo lanu? "

Net Promoter Score Survey - Chithunzi: freepik - Mafunso a NPS Chitsanzo

Mafunso afukufuku otseguka - Kafukufuku wa Net Promoter Score

Mutha kusintha makonda a NPS kutsatira funso lotseguka potengera zomwe woyankhayo wapereka. Onani zitsanzo zomwe zili pansipa zomwe mungagwiritse ntchito ngati m'malo mwa funso lokhazikika: "Chifukwa chachikulu chakulembera kwanu ndi chiyani?"

"Ndi chiyani chomwe mumakonda kwambiri/chochepa kwambiri (kampani/chinthu/dzina lantchito)?"

Funsoli limakuthandizani kumvetsetsa zomwe makasitomala anu amaganiza komanso kumva mukakumana ndi malonda kapena ntchito yanu. Ndiwosavuta kusintha kwa onse Otsatsa ndi Otsutsa. Ngati mukudziwa zomwe zikugwira ntchito kapena ayi kwa makasitomala anu, mutha kusintha chilichonse kuti muwatumikire bwino.

Ndi mayankho okwanira okwanira, funsoli litha kukuthandizani kupeza zidziwitso zatsopano zomwe mungagwiritse ntchito pakutsatsa kwanu ndi kutsatsa komanso njira zatsopano zoyika zinthu zanu ndi mtundu wanu.

"Nchiyani chomwe chidasowa kapena chakukhumudwitsani pazomwe munakumana nazo ndi ife?"

Kudzudzula kolimbikitsa kungakhale kofunikira kwambiri pabizinesi yanu. Ichi ndi chitsanzo chabwino kwambiri cholimbikitsa makasitomala kuti akambirane zinthu zomwe sakonda.

"Tingawongolere bwanji zochitika zanu?"

Ndi funso ili, Passive ikhoza kupereka malingaliro othandiza pazomwe mungachite kuti mutengere chinthu kapena ntchito yanu pamlingo wina.

Ndi Otsutsa, mudzadziwa zomwe mungachite kuti mukonze zolakwikazo ndikupangitsa kuti malonda/ntchito zanu ziyende bwino.

"Kodi mungatchule zinthu zitatu zomwe titha kusintha pazamalonda/ntchito zathu?"

Malingaliro makasitomala lembani zifukwa zitatu zomwe sakonda malonda/ntchito yanu zidzakupulumutsirani nthawi yopeza zolakwika. Malingaliro amakasitomala adzawongolera zochita zanu panthawi yakupanga ndi kukonza zinthu. Kuphatikiza apo, mudzamvetsetsa bwino omvera omwe mukufuna ndikuwonjezera mndandanda wamakasitomala anu potengera zomwe mwaphunzira.

"Ndi maubwino otani ogwiritsira ntchito malonda/ntchito zathu?"

Monga kulimbikitsa makasitomala kuti anene zofooka za malonda / ntchito yanu, kuwafunsa kuti alankhule za mphamvu zanu ndi zomwe amakonda pa malonda/ntchito yanu zidzakuthandizani kuyang'ana ndi kukonza zomwe zimagwiritsidwa ntchito ndikugogomezera kwambiri. Zikuthandizani kusintha mphamvu izi kukhala malo anu apadera ogulitsa.

"Chifukwa chiyani mwasankha malonda athu kuposa omwe tikupikisana nawo?

Kodi makasitomala amakonda chiyani pazamalonda anu? Nchiyani chimawapangitsa iwo kusankha inu kuposa inu? Chifukwa cha mawonekedwe okongola a mawonekedwe? Zosavuta kugwiritsa ntchito? Kutumiza mwachangu? Zosankha zosiyanasiyana? Funsoli likuthandizani kudziwa ndendende zomwe zimakupangitsani kuti muwoneke bwino kuti muthe kukula ndikugwiritsa ntchito phinduli.

Simukudziwa poyambira? Yesani mafunso khumi omwe ali pansipa kuti mufufuze zamagulu otsatsa.

Ndi kusintha kotani mu (dzina lachinthu/ntchito) kungakupangitseni kufuna kupitiriza kutigwiritsa ntchito?
Zingakhale chiyani mutasintha chilichonse mu (chinthu / dzina lantchito)?
Chinakukhutiritsani nchiyani kuti mukhale kasitomala?
Zomwe zasintha (dzina lachitundu/ntchito) zabweretsa kwa inu/zochita zanu zantchito
Kodi mungafune chiyani chomwe chingapangitse (dzina lachitundu/ntchito) kukhala lofunikira kwa inu?
Chonde lembani zinthu zitatu zomwe zidakutsimikizirani kutisankha ife kuposa mpikisano wathu.
Chovuta chanu chachikulu chinali chiyani pofufuza zoyenera (mtundu wazinthu) za bizinesi yanu?
Kodi ndi chiyani chomwe tingawonjezere chomwe chingapangitse (chinthu/dzina lantchito) kukhala chofunikira/chofunika kwa inu?
Ndi zovuta ziti zomwe izi (dzina lachitundu/ntchito) zimakuthetserani?
Kodi ndi chiyani chomwe tingachite kuti izi (chinthu/dzina lantchito) zikhale zabwino kwa inu?
Chifukwa chiyani simukupangira (dzina lachitundu/ntchito)?

'Zikomo Uthenga Wabwino' pa kafukufuku wa Net Promoter Score

Zikomo Uthenga - Otsatsa

Zikomo chifukwa cha ndemanga zanu zofunika. Mwapanga tsiku lathu!

Ndizosangalatsa kukhala ndi bwenzi lapamtima ngati inu. Tiyesetsa kukonza ndi kukuwonetsani zabwino kwambiri pa (dzina la kampani).

Uthenga Wabwino - Passives

Zikomo chifukwa cha ndemanga zanu zofunika. Mwapanga tsiku lathu!

Malingaliro anu ndi malingaliro anu ndi ofunikira kwa ife pamene tikuyesetsa kukonza malonda ndikuwapanga kukhala abwino tsiku lililonse.

Uthenga Wabwino - Otsutsa

Zikomo chifukwa cha ndemanga zanu zamtengo wapatali.

Timalemekeza kwambiri malingaliro anu, kaya abwino kapena oyipa. Tikuwonani mtsogolo kuti mudziwe momwe tingasinthirenso malonda/ntchito zathu kupitilira zomwe mumayembekezera.

Njira za 3 Zokwezera Score ya Net Promoter Survey

Khalani Mwachindunji komanso Momvekera Bwino: Gwiritsani ntchito kafukufukuyu mwanzeru kuti mudziwe zambiri za zomwe mumalumphirae kupeza pofunsa mafunso olunjika, olunjika pa mutu waukulu.
Chepetsani kuchuluka kwa mafunso: Funso lochepera limodzi liyenera kugwiritsidwa ntchito poyesa bizinesi kuchokera pa 1 mpaka 0. Kenako mafunso 10-2 otseguka kuti adziwe chifukwa chake.
Sankhani nsanja yoyenera: Njira zodziwika bwino za kafukufuku ndi kudzera pa imelo kampeni kapena kafukufuku wa pop-up pa webusayiti.

Yang'anani Makasitomala Anu Ndi AhaSlides

Sinthani kafukufuku wanu wotsatsa ukonde ndikumvetsetsa zokhumba za makasitomala anu ndi AhaSlides. Lowani ndikuyamba kukonza kafukufuku wanu template, yang'anani omvera anu moyenera ndikupindula ndi mayankho omwe mwalandira.