Imbono yomthengi yiyo egqiba ukuba ishishini liyasinda kwaye liyaphuhla.
Ke ngoko, iinkampani ezininzi nangakumbi zisebenzisa iNqaku loMnyuseleli weNet (NPS) – uphando lwamanqaku okukhuthazayo njengeyona ndlela ilula yokumisela iimvakalelo zabathengi malunga neemveliso/iinkonzo zabo. Ukusuka apho, amashishini anokucwangcisa ukukhula kunye nokutsala abathengi abaninzi ngokuphucula amandla abo kunye nokuphelisa ubuthathaka babo.
Eli nqaku liza kukunceda uqonde ngcono ukubaluleka kwe-NPS, iisampulu zemibuzo embalwa ye-NPS kunye nemiyalelo eneenkcukacha malunga nendlela yokusebenzisa iziphumo zophando lwe-NPS ukuphucula ukusebenza kweshishini.
- Yintoni i-Net Promoter Score Survey?
- Ubala njani iNqaku loMkhuseli weNet?
- Utolika njani iNqaku loMkhuseli weNet?
- Kutheni i-Net Promoter Score ibalulekile?
- 20+ Imibuzo emayibuzwe kuPhando lwamanqaku oMkhuseli weNet
- Iindlela ezi-3 zokuphucula iNqaku loMkhuseli weNet
- Vavanya abathengi bakho ngeAhaSlides
- Iingcebiso ezingakumbi ngeAhaSlides
Iingcebiso ezingakumbi ngeAhaSlides
Ngaphandle kovavanyo lwamanqaku omnyuseli, masifumane ezinye iingcebiso ngeAhaSlides
Thetha nabasebenzi bakho abatsha.
Endaweni yovavanyo olukruqulayo, masenze imibuzo eyonwabisayo yokuvavanya abasebenzi bakho. Bhalisela simahla kwaye uthathe into oyifunayo kwithala leencwadi letemplate!
🚀 Kumafu ☁️
Yintoni i-Net Promoter Score Survey?
Amanqaku oMkhuseli weNet okanye i-NPS ilinganisa ukuba abathengi bakho bazimisele kangakanani na ukucebisa iimveliso okanye iinkonzo zenkampani yakho kwabanye. Ukongeza, isalathiso se-NPS sikwasetyenziselwa ukuvavanya ukwaneliseka kunye nokuthembeka kwabathengi ngeemveliso okanye iinkonzo kwaye sibonisa ngokungangqalanga isakhono sokukhula kweshishini.
Ukalisho lwe-NPS lunokusetyenziswa phantse kulo naliphi na ishishini elinolu lwakhiwo lovavanyo olubandakanya uluhlu lwemibuzo olunamacandelo amabini:
- Inxalenye yokuqala: Umbuzo wokukala -cela abathengi bakho ukuba balinganise ishishini lakho, imveliso, okanye inkonzo kwisikali se-0 ukuya kwi-10.
- Inxalenye yesibini: Umbuzo ovulekileyo malunga nokuba kutheni kunikwe amanqaku athile kwisigaba sokuqala.
Ulenza njani uPhando lwamanqaku oKhuthaza umnatha?
Emva kokuba iziphumo zovavanyo ziyafumaneka, abathengi baya kuhlelwa ngokweendidi ezi-3 ngokweebenchmarks zamanqaku omkhuthazi:
- Abanyusi (amanqaku 9 – 10): Bangabathengi abathembekileyo. Bayakuthanda ukucebisa ibhrendi yakho kubantu abakwizangqa zabo zentlalo okanye zobuchwephesha.
- Izenzo zokwenziwa (amanqaku 7 – 8): Bangabathengi abonelisekileyo yinkonzo yakho kodwa banokuguqukela ekusebenziseni imveliso/inkonzo yomntu okhuphisana nabo ukuba banikwe ithuba. Abathabathi cala - abasayi kusasaza igama elibi lomlomo kodwa abayi kukhuthaza uphawu lwakho.
- Abachasi (amanqaku 0 – 6): Bangabathengi abanganelisekanga yimveliso okanye inkonzo yakho. Babelana ngamava abo abi nabanye baze bonakalise igama lenkampani. Abafuni ukuthenga imveliso/inkonzo yakho kwakhona kwaye baya kubatyhafisa nabanye.
Zombini iireyithingi kunye nemibuzo evulelekileyo zikwifomathi eqhelekileyo esetyenziswa luninzi lweenkonzo zeNPS. Nangona kunjalo, unokwenza uphando lwakho ngokweenkcukacha zeshishini lakho kunye neenjongo zephulo lakho le-NPS.
Kulula ukubala amanqaku akho okugqibela eNPS – sebenzisa le fomula: I-NPS = %uMnyusi – i-%Detractor
Umzekelo: Xa uphonononga abathengi abali-100, isiphumo singu-50 abanyusi (50%), 30 passives (30%), kunye nabachasi abangama-20 (20%), amanqaku akho eNPS aya kubalwa njengama-50 – 20 = 30.
Ngaloo ndlela, i-NPS yi-30, ebonisa ukuba amava omthengi awalungile, kwaye abathengi banokukushiya ngokulula xa ezinye iimveliso zingcono. Kufuneka wenze uphando ukuze ufumane ingxaki ukuze uphucule.
Utolika Njani uPhando lwamanqaku oMnyuseli?
Uphando lwamanqaku okukhuthaza umnatha luqhelekile ukusuka kwi--100 ukuya kwi-100. Inqaku libi xa inkampani inabachasi abaninzi kunabakhuthazi kwaye ilungile kwimeko eyahlukileyo.
Yintoni iNPS elungileyo?
Naliphi na inqaku elingaphezulu kwe-0 "lilungile" kuba libonisa ukuba ishishini linabakhuthazi abaninzi kunabachasi.
Ngokuqinisekileyo, i-NPS ephezulu, ingcono, kwaye unokucinga ukuba iinkampani eziphezulu kwihlabathi ziya kufumana phakathi kwe-70 - 80. Nangona kunjalo, ngo-2022, Inqaku le-NPS le-Apple liyi-47, amanqaku e-Nike NPS kwi-50, amanqaku e-Microsoft NPS yi-42, kunye ne-Tesla NPS yi-40.
Inqaku eligqibeleleyo le-100 linqaku elingekho elinye ishishini elisele liwafumene.
Yintoni inqaku elibi leNPS?
Nawaphi na amanqaku angaphantsi kwe-0 abonisa ukuba ishishini linabo abachasi ngakumbi kunabakhuthazi. I-NPS engalunganga luphawu lokuba ishishini linomsebenzi onzima wokuphucula imeko, ukunciphisa inani labathengi abangonwabanga, kunye nokuvelisa abakhuthazi abaninzi.
Kutheni i-Net Promoter Score Survey ibalulekile?
I-NPS idlala indima ebaluleke kakhulu kumashishini. Xa kumiselwa i-NPS, inkampani inokucwangcisa kwaye iqhelanise ishishini labo ilandela ubunyani beminqweno yabathengi kunye nokwandisa amava abathengi. I-NPS ineendima ezithile:
Ukwandisa ukunyaniseka koMthengi -Kubalulekile kuPhando lwaManqaku oMkhuseli weNet
Isixhobo sophando se-NPS sinceda amashishini avavanye ukunyaniseka kwabathengi kunye nokukwazi kwabathengi ukucebisa uphawu kwabo babathandayo. Ngaphandle koko, kukwanceda ukulinganisa ipesenti yabathengi abashiya ishishini lakho ukuze batshintshele ekusebenziseni imveliso okanye inkonzo yomntu okhuphisana nabo. Research ibonisa ukuba ukunyuka kwe-5% ekugcinweni kwabathengi kunokunyusa inzuzo yeshishini nge-25% -95%.
Chonga Ubuthathaka -Kubalulekile kuPhando lwaManqaku oMkhuseli weNet
Uninzi lwabathengi abaphendula umbuzo weNPS ngamanqaku asezantsi abonisa ukuba ishishini lingena kwixesha lobunzima. Nangona kunjalo, eli ikwalithuba lokuqokelela ingxelo ngokufanelekileyo ukuze amashishini akwazi ukuza nezona zicwangciso zikufutshane nezinenyani.
Chonga “abachasi” kwaye unciphise Umonakalo
Xa ulinganisa i-NPS, amashishini aya kubazi abaThengi abangonelisekanga (Abachasi). Abathengi badla ngokuphindwe kathathu ukuba bathethe ngamava abo amabi nabanye kunokuba babelane ngamava abo alungileyo. Ke, ukuba uchonge abathengi abangonelisekanga, ishishini kufuneka lifumanise isizathu esisemva kokungoneliseki kunye nezinto elifuna ukuba uziphucule. Akukho ndlela ikhawulezayo yokunciphisa abachasi ngokubakholisa ngexesha.
Chonga "Abakhuthazi" kwaye ufumane abaThengi abatsha
Kubathengi abonelisekileyo, unokubacela ukuba balinganise okanye baphonononge ishishini lakho kwi-e-commerce kunye neendawo zentlalo. Emva kokuba begqibile ukuvavanya, unokubanika izaphulelo kunye nenkuthazo. Abantu bavame ukuthembela kwiingcebiso zomlomo ezivela kubantu ababaziyo, xa bebhekiswa kuyo nayiphi na ishishini kumajelo asekuhlaleni ngabahlobo babo, banokuthi bathenge.
Yenza umjelo wonxibelelwano phakathi kwabathengi kunye namashishini
Uphando lwe-NPS luvula amajelo onxibelelwano phakathi kwabathengi bakho kunye neshishini lakho. Kuyenzeka ukuba ufumane imibono emitsha yophuhliso, uqonde ngcono iimfuno zabathengi kwaye wazi ukuba ishishini lihamba njani. Ngaphandle koko, le ikwayindawo apho abathengi banxibelelana khona kwaye bafumane impendulo, benciphisa abathengi ukuba baye esidlangalaleni kwi-intanethi ukuba abanelisekanga. Unokuvavanya amandla abathengi okuqhubeka nokusebenzisa iimveliso kunye neenkonzo. Kwangaxeshanye, unokwazisa ezinye iimveliso kunye neenkonzo ngelixa usebenzisana nabathengi.
Iindidi ezininzi zoPhando
20 + Imibuzo emayibuzwe kuPhando lwamanqaku oKhuthaza umnatha (Imibuzo yamanqaku eNPS)
Masithi uyasokola ukwandisa yakho izinga lempendulo yophando kwaye ufumane impendulo esebenzayo. Le mibuzo ilandelayo inokukunceda.
Imibuzo yovavanyo lokulinganisa - UPhando lwamanqaku oMnyuseli woMnatha
Cela abathengi ukuba balinganise inkampani / imveliso / inkonzo yakho
Ukuba usandula ukuqalisa nge-Net Promote
Umbuzo wakudala wokwenza uphando lweNPS ngulo:
"Kwisikali se-0 ukuya kwi-10, ungakanani amathuba okuba ucebise ishishini/imveliso/inkonzo yethu kubahlobo, koogxa, okanye kusapho?"
Lo mbuzo wenzelwe ukubamba ukwaneliseka kwabathengi kunye nenkampani / imveliso / inkonzo yakho. Iseka isiseko sonxibelelwano kunye nabathengi bakho, ibavumela ukuba bathethe iingqondo zabo, kwaye yeyona nto ilungileyo yokuqhekeza umkhenkce. Kwelinye icala, impendulo oyifumanayo emva kwalo mbuzo imele ezona ziphumo zibalaseleyo zenkampani/imveliso/yenkonzo yakho. Ikwalinganisa ukunyaniseka kwabathengi ukuba ulungelelanise amaphulo alandelayo.
Cela abathengi ukuba balinganise amava athile.
Qwalasela nje umbuzo, kwaye uya kumangaliswa ukuba kulula kangakanani ukunciphisa amava athile omthengi.
Unokongeza umbuzo osisiseko we-NPS ukulinganisa ukuba nokwenzeka kokucetyiswa ngamabinzana afana nale mizekelo ingezantsi:
- "Emva kohlaziyo lwamva nje, ungakanani amathuba okuba ucebise (igama lenkampani/lemveliso) kumhlobo okanye osebenza naye?”
- "Ukuqwalasela amava akho (kutsha nje) okuthenga, ungakanani amathuba okuba ucebise (igama lenkampani/lemveliso) kubahlobo okanye kusapho lwakho?”
- “Kulindeleke kangakanani ukuba ucebise (igama lenkampani/lemveliso) kubahlobo bakho ngokusekelwe kunxibelelwano lwakho neqela lethu lenkonzo yabathengi?”
Le mibuzo iya kubalaselisa nayiphi na imiba efuna inyathelo elikhawulezileyo lokuphucula ukwaneliseka kwabathengi kwaye ngaloo ndlela izise abathengi abonwabileyo.
Faka endaweni yebinzana elithi "umhlobo/ugxa/usapho" ngabaphulaphuli ekujoliswe kubo
Ngokuxhomekeke kwimveliso yakho kunye nabathengi ekujoliswe kubo, unokwenza ngokwezifiso ifomu yakho yophando ngokutshintsha abaphulaphuli; abathengi banokucebisa imveliso okanye ishishini lakho. Endaweni yomgangatho “womhlobo/ugxa/usapho”, cinga ngokutshintsha umbuzo we-Net Promoter Score ube koku kulandelayo:
- “Ngaba ungacebisa (igama lenkampani/lemveliso/lenkonzo) ukuba umntu onengxaki efanayo? "
- “Kulindeleke kangakanani ukuba ucebise (inkampani/imveliso/igama lenkonzo) ukuba umntu onomdla ofanayo? "
- “Kulindeleke kangakanani ukuba ucebise (inkampani/igama lemveliso) ukuba isangqa sakho? "
Imibuzo yesaveyi evulelekileyo – UPhando lwamanqaku oMnyuseli woMnatha
Unokwenza ukuba i-NPS ilandele umbuzo ovulekileyo ngokusekwe kumanqaku anikwe ngumphenduli. Jonga le mizekelo ingezantsi onokuthi uyisebenzise njengenye indlela yombuzo oqhelekileyo: "Sesiphi esona sizathu siphambili samanqaku akho?"
"Yintoni othanda kakhulu/ubuncinci ngayo (inkampani/imveliso/igama lenkonzo)?"
Lo mbuzo kukunceda ukuba uqonde ukuba abathengi bakho bacinga ntoni kwaye bazive ntoni emva kokunxibelelana nemveliso okanye inkonzo yakho. Yenzeka lula kubo bobabini abaKhuseli kunye nabaKhuseli. Ukuba uyayazi into esebenzayo okanye engasebenziyo kubathengi bakho, unokwenza yonke into ukuze ubakhonze ngcono.
Ngenani elikhulu elaneleyo leempendulo, lo mbuzo unokukunceda ufumane ulwazi olutsha onokulusebenzisa kwiintengiso zakho kunye namaphulo okuthengisa kunye neendlela ezintsha zokubeka iimveliso zakho kunye nophawu.
"Yintoni ebilahlekile okanye ephoxayo kumava akho kunye nathi?"
Ukugxekwa okwakhayo kunokubaluleka kakhulu kwishishini lakho. Lo ngumzekelo obalaseleyo wokukhuthaza abathengi ukuba baxoxe ngemiba yemveliso okanye inkonzo yakho abangayithandiyo.
"Singawaphucula njani amava akho?"
Ngalo mbuzo, iPassive inokwenza iingcebiso ezisebenzayo malunga nento onokuyenza ukuse imveliso okanye inkonzo yakho kwinqanaba elilandelayo.
Ngee-Detractors, uya kuyazi kakuhle into omawuyenze ukulungisa impazamo kwaye ufumane imveliso/inkonzo yakho endleleni.
"Ngaba ungadwelisa izinto ezintathu esinokuziphucula malunga nemveliso / inkonzo yethu?"
Ukucebisa abathengi badwelise izizathu ezithathu ezicacileyo zokuba kutheni bengayithandi imveliso/inkonzo yakho kuya kongela ixesha lokufumana iimpazamo. Iingcebiso zabathengi ziya kukhokela izenzo zakho ngexesha loyilo lwemveliso kunye nophuhliso. Ukongeza, uya kubaqonda ngcono abaphulaphuli bakho ojolise kubo kwaye wandise uluhlu lwabathengi bakho ngokusekelwe kwiimbono ezintsha.
"Zeziphi iingenelo eziphambili zokusebenzisa imveliso / inkonzo yethu?"
Kanye njengokukhuthaza abathengi ukuba bachaze ubuthathaka bemveliso/inkonzo yakho, ubacela ukuba bathethe ngokuthe ngqo ngamandla akho kunye noko bakuthandayo ngemveliso/inkonzo yakho kuya kukunceda ugxile kwaye uphucule iimpawu ezisetyenziswayo nezigxininiswayo kakhulu. Kuya kunceda ukuguqula la mandla abe ngamanqaku akho okuthengisa awodwa.
"Kutheni ukhethe iimveliso zethu ngaphezu kwabo bakhuphisana nabo?"
Yintoni kanye abathengi abayithandayo ngemveliso yakho? Yintoni ebenza bakhethe wena ngaphezu kwakho? Ngenxa yoyilo oluhle lojongano? Ukuze kube lula ukusetyenziswa? Ukuhanjiswa ngokukhawuleza? Iinketho ezahlukeneyo? Lo mbuzo uya kunceda ukufumanisa ukuba yintoni kanye ekwenza ugqame ukuze ukhule kwaye usebenzise le nzuzo ngakumbi.
Andazi ukuba uqale ngaphi? Zama imibuzo elishumi ecetyiswayo engezantsi kwisaveyi yakho yamanqaku omnyuseli.
- Loluphi utshintsho kwi (imveliso/igama lenkonzo) olunokwenza ufune ukuqhubeka usisebenzise?
- Inokuba yintoni xa unokutshintsha nantoni na kwi (imveliso/igama lenkonzo)?
- Yintoni eyakuqinisekisayo ukuba ube ngumthengi?
- Luluphi uphuculo olwenzileyo (imveliso/igama lenkonzo) ekuzise kuwe/umsebenzi wakho wesiqhelo
- Yintoni onokuyidinga enokwenza ukuba (igama lemveliso/igama lenkonzo) libaluleke kuwe?
- Nceda udwelise izinto ezintathu eziye zakuqinisekisa ukuba usikhethe ngaphezu kokhuphiswano lwethu.
- Ngowuphi owona mceli mngeni wakho xa wawukhangela eyona (uhlobo lwemveliso) elungileyo yeshishini lakho?
- Yeyiphi into enye esinokuyongeza enokwenza ukuba (imveliso/igama lenkonzo) ibaluleke/ibaluleke kuwe?
- Yeyiphi imiceli mngeni elungiselelwa wena le (imveliso/igama lenkonzo)?
- Yeyiphi into enye esinokuyenza ukuze le (imveliso/igama lenkonzo) ibengcono kuwe?
- Kutheni UNGANGENZEKI usicebise (imveliso/igama lenkonzo)?
'Umyalezo wokuBulela kwisaveyi yamanqaku oMkhuseli weNet
Enkosi uMyalezo - Abakhuthazi
Enkosi ngengxelo yakho ebalulekileyo. Ulwenzile usuku lwethu!
Kumnandi ukuba nomhlobo othandekayo onjengawe. Siza kusebenzela ukuphucula kwaye sikubonise amava angcono e (igama lenkampani).
Enkosi Umyalezo - Passives
Enkosi ngengxelo yakho ebalulekileyo. Ulwenzile usuku lwethu!
Iingcinga zakho kunye neengcebiso zibalulekile kuthi njengoko sizama ukuphucula imveliso kwaye siyenze ibengcono yonke imihla.
Umyalezo wokubulela – Abachasi
Enkosi ngengxelo yakho ebalulekileyo.
Siyazihlonipha kakhulu iingcebiso zakho, nokuba zilungile okanye zimbi. Sibonane kwixa elizayo ukufumanisa ukuba singayiphucula njani na ngakumbi imveliso/inkonzo yethu ukuba igqithe ubulindele.
Iindlela ezi-3 zokuphucula iNqaku loMkhuseli weNet Survey
- Cacisa kwaye Ucace gca: Sebenzisa uphando ngobulumko ukuze ufumane ngokuthe ngqo malunga nokutsiba kwakhoe ukufumanisa ngokubuza imibuzo ethe ngqo, ejolise kwisihloko esiphambili.
- Nciphisa inani lemibuzo: Ubuncinci bombuzo om-1 kufuneka busetyenziswe ukukala ishishini ukusuka ku-0 ukuya kwi-10. Emva koko imibuzo emi-2-3 evulekileyo ukuze kumiselwe ingqiqo emva kokulinganisa.
- Khetha iqonga elifanelekileyo: Iindlela zesaveyi zixhaphake ngephulo le-imeyile okanye uphando oluzivelelayo kwiwebhusayithi.
Vavanya abathengi bakho ngeAhaSlides
Phucula uphononongo lwakho lwamanqaku omnyuseli kwaye uqonde ngakumbi malunga neminqweno yabathengi bakho ngeAhaSlides. Bhalisa kwaye uqale ukwenza uphando lwakho template, jolise kubaphulaphuli bakho ngokufanelekileyo kwaye wenze uninzi lwengxelo efunyenweyo.
