{"id":504,"date":"2024-06-25T20:47:10","date_gmt":"2024-06-25T23:47:10","guid":{"rendered":"https:\/\/www.ecommerceupdate.com.br\/?p=504"},"modified":"2024-06-25T20:48:32","modified_gmt":"2024-06-25T23:48:32","slug":"o-que-e-nps-ou-net-promoter-score","status":"publish","type":"post","link":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/o-que-e-nps-ou-net-promoter-score\/","title":{"rendered":"\u4ec0\u4e48\u662f NPS \u548c\u51c0\u53d1\u8d77\u4eba\u5f97\u5206?"},"content":{"rendered":"

NPS,\u6216\u79f0\u51c0\u63a8\u5e7f\u8005\u8bc4\u5206,\u662f\u7528\u6765\u8861\u91cf\u5ba2\u6237\u5bf9\u516c\u53f8\u3001\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u7684\u6307\u6807,\u7531Fred Reichheld, Bain & Company\u548cSatmetrix\u4e8e2003\u5e74\u5f00\u53d1,NPS\u5df2\u6210\u4e3a\u8bc4\u4f30\u5ba2\u6237\u4f53\u9a8c\u548c\u9884\u6d4b\u4e1a\u52a1\u589e\u957f\u7684\u6700\u6d41\u884c\u5de5\u5177\u4e4b\u4e00\u3002.<\/p>\n\n\n\n

\u529f\u80fd:<\/strong><\/p>\n\n\n\n

NPS\u57fa\u4e8e\u4e00\u4e2a\u5355\u4e00\u7684\u57fa\u672c\u95ee\u9898:\u201c\u57280\u523010\u7684\u8303\u56f4\u5185,\u4f60\u6709\u591a\u5927\u53ef\u80fd\u5411\u670b\u53cb\u6216\u540c\u4e8b\u63a8\u8350\u6211\u4eec\u7684\u516c\u53f8\/\u4ea7\u54c1\/\u670d\u52a1\u201d<\/p>\n\n\n\n

\u53d7\u8bbf\u8005\u7684\u5206\u7c7b:<\/strong><\/p>\n\n\n\n

\u6839\u636e\u56de\u590d,\u5ba2\u6237\u5206\u4e3a\u4e09\u7ec4:<\/p>\n\n\n\n

1\u3002\u63a8\u5e7f\u8005(\u5f97\u52069-10):\u5fe0\u8bda\u70ed\u60c5\u7684\u987e\u5ba2,\u4ed6\u4eec\u5f88\u53ef\u80fd\u4f1a\u7ee7\u7eed\u8d2d\u4e70\u548c\u63a8\u8350\u7ed9\u522b\u4eba\u3002.<\/p>\n\n\n\n

2\u3002\u8d1f\u503a(\u5f97\u52067-8):\u6ee1\u610f\u4f46\u4e0d\u70ed\u5fc3\u7684\u5ba2\u6237,\u5bb9\u6613\u53d7\u5230\u7ade\u4e89\u6027\u62a5\u4ef7\u7684\u5f71\u54cd\u3002.<\/p>\n\n\n\n

3\u3001\u6279\u8bc4\u8005(\u5f97\u5206\u4e3a0-6):\u4e0d\u6ee1\u610f\u7684\u5ba2\u6237,\u4ed6\u4eec\u53ef\u80fd\u4f1a\u901a\u8fc7\u8d1f\u9762\u53cd\u9988\u635f\u5bb3\u54c1\u724c\u3002.<\/p>\n\n\n\n

NPS \u8ba1\u7b97:<\/strong><\/p>\n\n\n\n

NPS \u662f\u901a\u8fc7\u4ece\u53d1\u8d77\u4eba\u7684\u767e\u5206\u6bd4\u4e2d\u51cf\u53bb\u6279\u8bc4\u8005\u7684\u767e\u5206\u6bd4\u6765\u8ba1\u7b97\u7684:<\/p>\n\n\n\n

NPS = % \u542f\u52a8\u5b50 % \u6279\u8bc4\u8005<\/p>\n\n\n\n

\u7ed3\u679c\u662f-100\u5230100\u4e4b\u95f4\u7684\u6570\u5b57\u3002.<\/p>\n\n\n\n

NPS \u7684\u89e3\u91ca:<\/strong><\/p>\n\n\n\n

> 0 NPS:\u901a\u5e38\u88ab\u8ba4\u4e3a\u662f\u597d\u7684<\/p>\n\n\n\n

> 50 NPS:\u88ab\u8ba4\u4e3a\u975e\u5e38\u597d<\/p>\n\n\n\n

> 70 NPS:\u88ab\u8ba4\u4e3a\u662f\u4e16\u754c\u4e00\u6d41\u7684<\/p>\n\n\n\n

NPS \u7684\u597d\u5904:<\/strong><\/p>\n\n\n\n

1\u3001\u7b80\u5355:\u6613\u4e8e\u5b9e\u73b0\u548c\u7406\u89e3\u3002.<\/p>\n\n\n\n

2\u3002\u57fa\u51c6\u6d4b\u8bd5:\u5141\u8bb8\u516c\u53f8\u548c\u90e8\u95e8\u4e4b\u95f4\u7684\u6bd4\u8f83\u3002.<\/p>\n\n\n\n

3\u3001\u53ef\u9884\u6d4b\u6027:\u4e0e\u4e1a\u52a1\u589e\u957f\u76f8\u5173\u3002.<\/p>\n\n\n\n

4\u3002\u53ef\u64cd\u4f5c\u6027:\u786e\u5b9a\u6539\u8fdb\u9886\u57df\u548c\u4e0d\u6ee1\u610f\u7684\u5ba2\u6237\u3002.<\/p>\n\n\n\n

NPS \u9650\u5236:<\/strong><\/p>\n\n\n\n

1\u3001\u8fc7\u5ea6\u7b80\u5316:\u53ef\u80fd\u65e0\u6cd5\u6355\u6349\u5ba2\u6237\u4f53\u9a8c\u7684\u7ec6\u5fae\u5dee\u522b\u3002.<\/p>\n\n\n\n

2\u3001\u7f3a\u4e4f\u4e0a\u4e0b\u6587:\u4e0d\u63d0\u4f9b\u5206\u914d\u5206\u6570\u7684\u7406\u7531\u3002.<\/p>\n\n\n\n

3\u3002\u6587\u5316\u53d8\u5f02:\u5bf9\u89c4\u6a21\u7684\u89e3\u91ca\u53ef\u80fd\u56e0\u6587\u5316\u800c\u5f02\u3002.<\/p>\n\n\n\n

\u6700\u4f73\u5b9e\u8df5:<\/strong><\/p>\n\n\n\n

1\u3001\u8ddf\u8fdb:\u8be2\u95ee\u5206\u6570\u539f\u56e0,\u4ee5\u83b7\u5f97\u5b9a\u6027\u6d1e\u5bdf\u3002.<\/p>\n\n\n\n

2\u3001\u9891\u7387:\u5b9a\u65f6\u6d4b\u91cf,\u8ddf\u4e0a\u8d8b\u52bf\u3002.<\/p>\n\n\n\n

3\u3001\u7ec6\u5206:\u6309\u5ba2\u6237\u7ec6\u5206\u6216\u4ea7\u54c1\u5206\u6790NPS\u3002.<\/p>\n\n\n\n

4\u3002\u884c\u52a8:\u5229\u7528\u6d1e\u5bdf\u529b\u6539\u8fdb\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u4f53\u9a8c\u3002.<\/p>\n\n\n\n

\u5b9e\u65bd:<\/strong><\/p>\n\n\n\n

NPS\u53ef\u4ee5\u901a\u8fc7\u7535\u5b50\u90ae\u4ef6\u3001\u77ed\u4fe1\u3001\u7f51\u7ad9\u7684\u8c03\u67e5\u6765\u5b9e\u73b0,\u4e5f\u53ef\u4ee5\u96c6\u6210\u5230\u6570\u5b57\u5e94\u7528\u7a0b\u5e8f\u548c\u4ea7\u54c1\u4e2d\u3002.<\/p>\n\n\n\n

\u5bf9\u4f01\u4e1a\u7684\u91cd\u8981\u6027:<\/strong><\/p>\n\n\n\n

NPS\u5df2\u6210\u4e3a\u8bb8\u591a\u516c\u53f8\u7684\u5173\u952e\u6307\u6807,\u901a\u5e38\u88ab\u7528\u4f5cKPI(\u5173\u952e\u7ee9\u6548\u6307\u6807)\u6765\u8bc4\u4f30\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u6574\u4f53\u4e1a\u52a1\u7ee9\u6548\u3002.<\/p>\n\n\n\n

NPS\u7684\u6f14\u53d8:<\/strong><\/p>\n\n\n\n

NPS\u7684\u6982\u5ff5\u81ea\u63a8\u51fa\u4ee5\u6765,\u5df2\u7ecf\u53d1\u5c55\u5230\u5305\u62ec\u8bf8\u5982\u201c\u95ed\u73af\u53cd\u9988\u201d\u4e4b\u7c7b\u7684\u5b9e\u8df5,\u5176\u4e2d\u516c\u53f8\u79ef\u6781\u8ddf\u8fdb\u53d7\u8bbf\u8005\u4ee5\u89e3\u51b3\u95ee\u9898\u5e76\u6539\u5584\u4f53\u9a8c\u3002.<\/p>\n\n\n\n

\u7ed3\u8bba:<\/strong><\/p>\n\n\n\n

Net Promoter Score\u662f\u8861\u91cf\u548c\u63d0\u9ad8\u5ba2\u6237\u5fe0\u8bda\u5ea6\u7684\u5b9d\u8d35\u5de5\u5177,\u867d\u7136\u6709\u5176\u5c40\u9650\u6027,\u4f46\u5176\u7b80\u5355\u6027\u4ee5\u53ca\u4e0e\u4e1a\u52a1\u589e\u957f\u7684\u76f8\u5173\u6027\u4f7f\u5176\u6210\u4e3a\u5e7f\u6cdb\u91c7\u7528\u7684\u6307\u6807\u3002\u5f53\u4e0e\u5176\u4ed6\u5ba2\u6237\u4f53\u9a8c\u6307\u6807\u548c\u5b9e\u8df5\u7ed3\u5408\u4f7f\u7528\u65f6,NPS\u53ef\u4ee5\u63d0\u4f9b\u5b9d\u8d35\u7684\u89c1\u89e3\u6765\u63a8\u52a8\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u4e1a\u52a1\u589e\u957f\u3002.<\/p>","protected":false},"excerpt":{"rendered":"

NPS, ou Net Promoter Score, \u00e9 uma m\u00e9trica utilizada para medir a satisfa\u00e7\u00e3o e lealdade dos clientes em rela\u00e7\u00e3o a uma empresa, produto ou servi\u00e7o. Desenvolvido por Fred Reichheld, Bain & Company e Satmetrix em 2003, o NPS tornou-se uma das ferramentas mais populares para avaliar a experi\u00eancia do cliente e prever o crescimento do […]<\/p>\n","protected":false},"author":1,"featured_media":505,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[35,41],"tags":[],"class_list":{"0":"post-504","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-artigos","8":"category-glossario"},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/posts\/504","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/comments?post=504"}],"version-history":[{"count":0,"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/posts\/504\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/media\/505"}],"wp:attachment":[{"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/media?parent=504"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/categories?post=504"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/zh_cn\/wp-json\/wp\/v2\/tags?post=504"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}