Imibuzo engu-20+ ye-Best Net Promoter Score Survey ngo-2023

Umbono wamakhasimende yiwo onquma ukuthi ibhizinisi liyasinda futhi liyathuthuka.

Ngakho-ke, izinkampani eziningi ngokwengeziwe zisebenzisa i-Net Promoter Score (NPS) - inhlolovo yemiphumela yophromotha inetha njengendlela elula yokunquma imizwa yamakhasimende mayelana nemikhiqizo/amasevisi abo. Kusukela lapho, amabhizinisi angahlela ukukhulisa nokuheha amakhasimende amaningi ngokwenza ngcono amandla awo futhi asuse ubuthakathaka bawo.

Lesi sihloko sizokusiza ukuthi uqonde kangcono ukubaluleka kwe-NPS, amasampula emibuzo ambalwa e-NPS kanye nemiyalelo enemininingwane yokuthi usetshenziswa kanjani imiphumela yohlolo lwe-NPS ukuthuthukisa ukusebenza kwebhizinisi.

Iyini i-Net Promoter Score Survey?
Usibala Kanjani I-Net Promoter Score?
Ungasihumusha Kanjani I-Net Promoter Score?
Kungani I-Net Promoter Score Ibalulekile?
20+ Imibuzo Yokubuzwa Ocwaningweni Lwe-Net Promoter Score
Izindlela Ezi-3 Zokuthuthukisa I-Net Promoter Score
Hlola Amakhasimende Akho Nge-AhaSlides
Amathiphu amaningi nge-AhaSlides

Amathiphu amaningi nge-AhaSlides

Ngaphandle kwenhlolovo yamaphuzu omphromotha, ake sithole amanye amathiphu nge-AhaSlides

Umbhalo ohlukile

Xhumana nabasebenzi bakho abasha.

Esikhundleni senhlolovo eyisicefe, masidale imibuzo ejabulisayo ukuze sihlole abasebenzi bakho. Bhalisa mahhala futhi uthathe okufunayo kulabhulali yesifanekiso!

🚀 Kumafu ☁️

Iyini i-Net Promoter Score Survey?

I-Net Promoter Score noma i-NPS ikala ukuthi amakhasimende akho azimisele kangakanani ukuncoma imikhiqizo noma amasevisi enkampani yakho kwabanye. Ngaphezu kwalokho, inkomba ye-NPS iphinde isetshenziselwe ukuhlola ukwaneliseka nokwethembeka kwamakhasimende ngemikhiqizo noma amasevisi futhi ikhombisa ngokungaqondile ikhono lokukhula lebhizinisi.

Isilinganiso se-NPS singasetshenziswa cishe kunoma iyiphi imboni enalolu hlaka lwenhlolovo oluhlanganisa uhlu lwemibuzo olunezingxenye ezimbili:

Ingxenye yokuqala: Umbuzo wokulinganisa - cela amakhasimende akho ukuthi alinganisele ibhizinisi lakho, umkhiqizo, noma isevisi esikalini sika-0 kuye ku-10.
Ingxenye yesibili: Umbuzo ovulekile mayelana nokuthi kungani amaphuzu athile anikezwe engxenyeni yokuqala.

Uyenza Kanjani I-Net Promoter Score Survey?

Ngemuva kokuthi imiphumela yenhlolovo isitholakala, amakhasimende azohlukaniswa ngezigaba ezi-3 ngamabhentshimakhi wamaphuzu omphromotha:

Amaphromotha (amaphuzu 9 – 10): Bangamakhasimende athembekile. Bathanda ukuncoma umkhiqizo wakho kubantu abasemibuthanweni yabo yezenhlalo noma yobungcweti.
Ama-Passives (amaphuzu 7 - 8): Bangamakhasimende anelisekile ngesevisi yakho kodwa angaguqukela ekusebenziseni umkhiqizo/isevisi yomuntu oncintisana naye uma enikezwa ithuba. Abathathi hlangothi - ngeke basabalalise amagama angemuhle ngomlomo kodwa futhi ngeke baphromothe igama lakho.
Abaphikisi (amaphuzu 0 – 6): Angamakhasimende anganelisekile ngomkhiqizo noma isevisi yakho. Baxoxela abanye okuhlangenwe nakho kwabo okubi futhi bonakalise isithunzi senkampani. Abafuni ukuphinda bathenge umkhiqizo/isevisi yakho futhi bazodumaza nabanye.

Kokubili izilinganiso nemibuzo evulekile ikufomethi evamile esetshenziswa izinsiza eziningi ze-NPS. Kodwa-ke, ungenza inhlolovo yakho ngendlela oyifisayo ihambisane nemininingwane yebhizinisi lakho kanye nezinjongo zomkhankaso wakho we-NPS.

I-Net Promoter Score Survey - Isithombe: sinda

Kulula ukubala isikolo sakho sokugcina se-NPS – sebenzisa le fomula: I-NPS = %Umgqugquzeli – %Umvikeli

Isibonelo: Uma uhlola amakhasimende angu-100, umphumela uba Amaphromotha angu-50 (50%), ama-passive angu-30 (30%), nabaphikisi abangu-20 (20%), isikolo sakho se-NPS sizobalwa njengo-50 – 20 = 30.

Ngakho-ke, i-NPS ingu-30, okubonisa ukuthi isipiliyoni samakhasimende asisihle, futhi amakhasimende angakushiya kalula uma eminye imikhiqizo isingcono. Udinga ukucwaninga ukuze uthole inkinga ukuze uthuthuke.

Ungayihumusha Kanjani I-Net Promoter Score Survey?

Inhlolovo yamaphuzu omphromotha iyonke ngokuvamile isukela ku- -100 iye ku-100. Isikolo siba sibi uma inkampani inabanciphisi abaningi kunabaphromotha futhi ivuma esimweni esiphambene.

Iyini i-NPS enhle?

Noma yimaphi amaphuzu angaphezulu kuka-0 “mahle” ngoba abonisa ukuthi ibhizinisi linabagqugquzeli abaningi kunalabo abadelelayo.

Yebo, ukuphakama kwe-NPS, kungcono, futhi ungacabanga ukuthi izinkampani eziphezulu emhlabeni zizofaka phakathi kuka-70 - 80. Nokho, ngo-2022, Isikolo se-NPS se-Apple singu-47, isikolo se-Nike NPS singu-50, isikolo seMicrosoft NPS singu-42, kanti iTesla NPS inama-40.

Amaphuzu aphelele angu-100 amaphuzu alikho elinye ibhizinisi eseliwazuzile.

Siyini isikolo esibi se-NPS?

Noma imaphi amaphuzu angaphansi kuka-0 abonisa ukuthi ibhizinisi linabanciphisi abaningi kunabaphromotha. I-NPS engeyinhle iwuphawu lokuthi ibhizinisi linomsebenzi onzima okufanele liwenze ukuze lithuthukise isimo, linciphise inani lamakhasimende angajabule, futhi likhiqize abagqugquzeli abaningi.

Kungani I-Net Promoter Score Survey Ibalulekile?

I-NPS idlala indima ebalulekile emabhizinisini. Lapho inquma i-NPS, inkampani ingahlela futhi iqondise ibhizinisi layo ngokulandela ubuqiniso bezifiso zamakhasimende futhi yandise ulwazi lwamakhasimende. I-NPS inezindima ezithile:

Khulisa Ukwethembeka Kwekhasimende – Kubalulekile ku-Net Promoter Score Survey

Ithuluzi lokuhlola le-NPS lisiza amabhizinisi ukuthi ahlole ukwethembeka kwamakhasimende kanye nekhono lamakhasimende lokuncoma umkhiqizo kwababathandayo. Ngaphandle kwalokho, kuyasiza futhi ukukala iphesenti lamakhasimende ashiya ibhizinisi lakho ukuze ashintshele ekusebenziseni umkhiqizo noma isevisi yomuntu oqhudelana naye. Ucwaningo kukhombisa ukuthi ukwenyuka ngo-5% kokugcinwa kwamakhasimende kungakhuphula inzuzo yebhizinisi ngo-25% -95%.

Thola Ubuthakathaka – Kubalulekile ku-Net Promoter Score Survey

Amakhasimende amaningi kakhulu aphendula umbuzo we-NPS ngamaphuzu aphansi abonisa ukuthi ibhizinisi lingena esikhathini esibucayi. Nokho, leli futhi kuyithuba lokuqoqa impendulo ngendlela eqondile ukuze amabhizinisi akwazi ukuqhamuka namasu aseduze nangokoqobo.

Khomba “Abaphikisi” bese Ukhawulela Umonakalo

Lapho kukala i-NPS, amabhizinisi azokwazi Amakhasimende Angagculisekile (Abanciphisi). Amakhasimende ngokuvamile anethuba eliphindwe kathathu lokukhuluma ngezipiliyoni zawo ezimbi nabanye kunokwabelana ngolwazi lwawo oluhle. Ngakho-ke, njengoba selihlonze amakhasimende anganelisekile, ibhizinisi kufanele lithole isizathu sokunganeliseki kanye nezici elifuna ukuthi uzithuthukise. Ayikho indlela eshesha kakhulu yokukhawulela abadeleli ngokujabulisa bona ngesikhathi.

Khomba “Abathuthukisi” futhi Uzuze Amakhasimende Amasha

Kumakhasimende anelisekile, ungawacela ukuthi alinganisele noma abuyekeze ibhizinisi lakho ku-e-commerce kanye nezingosi zokuxhumana nabantu. Khona-ke ngemva kokuqeda ukuhlola, ungabanika izaphulelo kanye nezinzuzo. Abantu bavame ukwethemba izincomo zamagama ezivela kwabajwayelene nabo, lapho bedluliselwa kunoma yiliphi ibhizinisi ezinkundleni zokuxhumana ngabangane babo, kungenzeka ukuthi bathenge.

Dala isiteshi sokuxhumana phakathi kwamakhasimende namabhizinisi

Izinhlolovo ze-NPS zivula imigudu yokuxhumana phakathi kwamakhasimende akho nebhizinisi lakho. Kuyenzeka uthole imibono emisha yentuthuko, uqonde kangcono izidingo zamakhasimende futhi wazi ukuthi ibhizinisi lihamba kanjani. Ngaphandle kwalokho, lena futhi indawo lapho amakhasimende ahlanganyela khona futhi athole impendulo, ekhawulela amakhasimende ukuthi aye esidlangalaleni ku-inthanethi uma enganelisekile. Ungahlola ikhono lamakhasimende lokuqhubeka nokusebenzisa imikhiqizo namasevisi. Ngesikhathi esifanayo, ungakwazi futhi ukwethula eminye imikhiqizo namasevisi ngenkathi usebenzisana namakhasimende.

Izinhlobo Eziningi Zocwaningo

20 + Imibuzo Ongayibuza Ocwaningweni Lwe-Net Promoter Score (Imibuzo ye-NPS Score)

Ake sithi ulwela ukukhulisa eyakho izinga lokuphendula inhlolovo futhi uthole impendulo esebenzayo. Imibuzo elandelayo eyisibonelo ingase ikusize.

Imibuzo yenhlolovo yokulinganisa - I-Net Promoter Score Survey

Cela amakhasimende ukuthi alinganisele inkampani/umkhiqizo/isevisi yakho

Uma usanda kuqalisa nge-Net Promote

Umbuzo wakudala wokwenza ucwaningo lwe-NPS uthi:

“Ngesilinganiso sika-0 kuye ku-10, mangakanani amathuba okuthi uncome ibhizinisi/umkhiqizo/isevisi yethu kubangani, ozakwethu, noma umndeni?”

Lo mbuzo uklanyelwe ukuthwebula ukwaneliseka kwekhasimende ngenkampani/umkhiqizo/isevisi yakho. Isungula isisekelo sokuxhumana namakhasimende akho, iwavumela ukuthi akhulume izingqondo zawo, futhi iwumkhumbi ophihliza iqhwa ophelele. Ngakolunye uhlangothi, impendulo oyitholayo ngemva kwalo mbuzo imele umphumela ongcono kakhulu wenkampani/umkhiqizo/wesevisi yakho. Iphinde ilinganise ukwethembeka kwekhasimende ukuze ulungisele imikhankaso elandelayo.

Cela amakhasimende ukuthi alinganisele ukuzizwisa okuthile.

Vele ulungise umbuzo, futhi uzomangala ukuthi kulula kangakanani ukunciphisa ulwazi oluthile lwekhasimende.

Ungangeza umbuzo obalulekile we-NPS ukukala amathuba okuthi uphakanyiswe ngemisho ethile efana nezibonelo ezingezansi:

"Ngemva kwezibuyekezo zakamuva zesici, mangakanani amathuba okuthi uncome (igama lenkampani/umkhiqizo) kumngane noma osebenza naye?”
"Uma ucabangela ukuzizwisa kwakho (kwakamuva) kokuthenga, mangakanani amathuba okuthi uncome (igama lenkampani/umkhiqizo) kubangani noma kumndeni wakho?”
“Mangakanani amathuba okuthi uncome (igama lenkampani/umkhiqizo) kubangani bakho ngokusekelwe ekusebenzelaneni kwakho nethimba lethu elisebenzela amakhasimende?”

Le mibuzo izogqamisa noma yiziphi izinkinga ezidinga isinyathelo esisheshayo ukuze kuthuthukiswe ukwaneliseka kwamakhasimende futhi ngaleyo ndlela ilethe amakhasimende amaningi ajabule.

Esikhundleni salokho igama elithi "umngane/osebenza naye/umndeni" ubeke izethameli eziqondiwe

Kuye ngomkhiqizo wakho kanye namakhasimende okuhlosiwe, ungenza ngendlela oyifisayo ifomu lakho lokuhlola ngokushintsha izethameli; amakhasimende angancoma umkhiqizo noma ibhizinisi lakho. Esikhundleni sokuthi "umngane/osebenza naye/umndeni" ojwayelekile, cabanga ukushintsha umbuzo we-Net Promoter Score ube kokulandelayo:

“Ungancoma (igama lenkampani/umkhiqizo/isevisi) ukuthi umuntu onenselelo efanayo? "
“Mangakanani amathuba okuthi uncome (inkampani/umkhiqizo/igama lesevisi) kuwo umuntu onezithakazelo ezifanayo? "
“Mangakanani amathuba okuthi uncome (igama lenkampani/umkhiqizo) kuwo umbuthano wakho? "

I-Net Promoter Score Survey – Isithombe: freepik – Imibuzo Yesibonelo se-NPS

Imibuzo yenhlolovo evulekile – Net Promoter Score Survey

Ungenza kube ngokwakho umbuzo ovulekile wokulandelela we-NPS ngokusekelwe kumaphuzu anikezwe ummangalelwa. Bheka izibonelo ezivulekile ngezansi ongazisebenzisa njengezinye izindlela zombuzo ojwayelekile: "Yisiphi isizathu esiyinhloko sesikolo sakho?"

"Yini oyithanda kakhulu/okungenani ngayo (inkampani/umkhiqizo/igama lesevisi)?"

Lo mbuzo ukusiza ukuthi uqonde ukuthi amakhasimende akho acabangani futhi azizwe kanjani ngemva kokuxhumana nomkhiqizo noma isevisi yakho. Yenziwa ngendlela oyifisayo kalula kubo bobabili Abathuthukisi kanye Nabanciphisi. Uma wazi ukuthi yini esebenzayo noma engasebenzi kumakhasimende akho, ungalungisa yonke into ukuze uwanikeze kangcono.

Ngenani elikhulu ngokwanele lezimpendulo, lo mbuzo ungakusiza uthole imininingwane emisha ongayisebenzisa emikhankasweni yakho yokukhangisa kanye nezindlela ezintsha zokubeka imikhiqizo yakho kanye nomkhiqizo wakho.

"Yini ebishoda noma edumazayo ngolwazi lwakho nathi?"

Ukugxeka okwakhayo kungaba yigugu kakhulu ebhizinisini lakho. Lesi isibonelo esihle kakhulu sokukhuthaza amakhasimende ukuthi axoxe ngezici zomkhiqizo noma isevisi yakho angayithandi.

"Singakuthuthukisa kanjani ukuzizwisa kwakho?"

Ngalo mbuzo, i-Passive ingenza iziphakamiso ezisebenzayo zalokho ongakwenza ukuyisa umkhiqizo noma isevisi yakho ezingeni elilandelayo.

Nge-Detractors, uzokwazi kahle ukuthi yini okufanele uyenze ukuze ulungise iphutha futhi wenze umkhiqizo/isevisi yakho ihambe ngendlela.

"Ingabe ungazibala izinto ezintathu esingazithuthukisa mayelana nomkhiqizo/isevisi yethu?"

Ukuphakamisa amakhasimende klelisa izizathu ezintathu eziqondile zokuthi kungani engawuthandi umkhiqizo/isevisi yakho kuzokongela isikhathi sokuthola amaphutha. Iziphakamiso zekhasimende zizoqondisa izenzo zakho phakathi nokwakhiwa nokuthuthukiswa komkhiqizo. Ngaphezu kwalokho, uzoqonda kangcono izethameli zakho ozihlosile futhi wandise uhlu lwakho lwamakhasimende ngokusekelwe emininingwaneni emisha.

"Iziphi izinzuzo eziyinhloko zokusebenzisa umkhiqizo/isevisi yethu?"

Njengokwazisa amakhasimende ukuthi asho ubuthakathaka bomkhiqizo/wesevisi yakho, ukuwacela ukuthi akhulume ngokuqondile ngamandla akho nokuthi yini ayithandayo ngomkhiqizo/isevisi yakho kuzokusiza ukuthi ugxile futhi uthuthukise izici ezisetshenziswayo nezigcizelelwa kakhulu. Kuzosiza ukuguqula lawa mandla abe amaphuzu akho okuthengisa ahlukile.

"Kungani ukhethe imikhiqizo yethu ngaphezu kwezimbangi zethu? "

Yini ngempela amakhasimende ayithandayo ngomkhiqizo wakho? Yini eyenza bakhethe wena ngaphezu kwakho? Ngenxa yomklamo omuhle wesixhumi esibonakalayo? Ukuze kube lula ukusetshenziswa? Ukulethwa okusheshayo? Izinketho ezihlukahlukene? Lo mbuzo uzosiza ukucacisa kahle ukuthi yini ekwenza ugqame ukuze ukhule futhi usebenzise le nzuzo ngokuqhubekayo.

Angazi ukuthi ungaqala kuphi? Zama imibuzo eyishumi ephakanyiswe ngezansi ukuze uthole inhlolovo yesamba sakho sophromotha.

Iluphi ushintsho (egameni lomkhiqizo/lesevisi) olungakwenza ufune ukuqhubeka usisebenzise?
Kungaba yini uma ungashintsha noma yini kokuthi (igama lomkhiqizo/isevisi)?
Yini eyakuqinisekisa ukuthi ube yikhasimende?
Yiziphi intuthuko ezilethwe (igama lomkhiqizo/isevisi) kuwe/uhlelo lwakho lomsebenzi
Yini ongayidinga engenza ukuthi (igama lomkhiqizo/isevisi) libaluleke kuwe?
Sicela ubhale izinto ezintathu ezakuqinisekisa ukuthi usikhethe ngaphezu komncintiswano wethu.
Iyiphi inselelo yakho enkulu lapho usesha okulungile (uhlobo lomkhiqizo) lwebhizinisi lakho?
Iyiphi into eyodwa esingayengeza engenza (igama lomkhiqizo/igama lesevisi) kube okubalulekile/kubalulekile kuwe?
Iziphi izinselele ezithile lokhu (igama lomkhiqizo/isevisi) okukuxazululela zona?
Iyiphi into eyodwa esingayenza ukuze senze lokhu (umkhiqizo/igama lesevisi) kube ngcono kuwe?
Kungani UNGEKE utuse (igama lomkhiqizo/isevisi) yethu?

'Umlayezo Wokubonga' wenhlolovo ye-Net Promoter Score

Umlayezo Wokubonga - Abagqugquzeli

Siyabonga ngempendulo yakho ebalulekile. Wenze usuku lwethu!

Kumnandi ukuba nomngane othandekayo onjengawe. Sizosebenzela ukuthuthukisa futhi sikubonise ulwazi olungcono kakhulu (igama lenkampani).

Umlayezo Wokubonga - Passives

Siyabonga ngempendulo yakho ebalulekile. Wenze usuku lwethu!

Imicabango neziphakamiso zakho zibalulekile kithi njengoba silwela ukuthuthukisa umkhiqizo futhi siwenze ube ngcono nsuku zonke.

Umlayezo Wokubonga - Abagxeki

Siyabonga ngempendulo yakho ebalulekile.

Sizihlonipha kakhulu iziphakamiso zakho, ezinhle noma ezimbi. Sizobonana esikhathini esizayo ukuze sithole ukuthi singaqhubeka kanjani sithuthukise umkhiqizo/isevisi yethu ukuze idlule okulindele.

Izindlela Ezi-3 Zokuthuthukisa I-Net Promoter Score Survey

Cacisa Futhi Ucace: Sebenzisa inhlolovo ngobuhlakani ukuze ucacise kabanzi ngalokho ogxumayoe ukuthola ngokubuza imibuzo eqondile, eqondile egxile esihlokweni esikhulu.
Khawulela inani lemibuzo: Ubuncane bombuzo ongu-1 kufanele busetshenziselwe ukukala ibhizinisi ukusuka ku-0 kuye ku-10. Bese kuba nemibuzo engu-2-3 evulekile ukuze kutholwe isizathu esingemuva kokulinganisa.
Khetha inkundla efanele: Izindlela zokuhlola ezivame kakhulu zingomkhankaso we-imeyili noma inhlolovo ye-pop-up kuwebhusayithi.

Hlola Amakhasimende Akho Nge-AhaSlides

Thuthukisa inhlolovo yakho yamaphuzu omphromotha futhi uqonde kabanzi ngezifiso zamakhasimende akho nge-AhaSlides. Bhalisa futhi uqale ukwenza ucwaningo lwakho lube ngokwakho isifanekiso, qondisa izithameli zakho ngendlela efanele futhi usebenzise ngokugcwele impendulo eyamukelwe.