{"id":2616,"date":"2021-12-06T04:44:13","date_gmt":"2021-12-06T04:44:13","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=2616"},"modified":"2022-05-16T08:27:10","modified_gmt":"2022-05-16T08:27:10","slug":"top-3-chi-so-danh-gia-muc-do-hai-long-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/vi\/top-3-chi-so-danh-gia-muc-do-hai-long-cua-khach-hang\/","title":{"rendered":"Top 3 ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng"},"content":{"rendered":"<p><em><span style=\"font-weight: 400;\">Theo nghi\u00ean c\u1ee9u c\u1ee7a Helpscout c\u00f3 80% doanh nghi\u1ec7p n\u00f3i r\u1eb1ng h\u1ecd mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, ch\u1ec9 c\u00f3 8% kh\u00e1ch h\u00e0ng trong s\u1ed1 \u0111\u00f3 \u0111\u1ed3ng \u00fd v\u1edbi nh\u1eadn \u0111\u1ecbnh tr\u00ean. <span style=\"color: #0000ff;\">M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/span> th\u1ea5p kh\u00f4ng ch\u1ec9 khi\u1ebfn doanh nghi\u1ec7p b\u1ecb gi\u1ea3m doanh thu, m\u00e0 c\u00f2n \u1ea3nh h\u01b0\u1edfng x\u1ea5u \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u. Nh\u1edd c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, <\/span><\/em><em><span style=\"font-weight: 400;\">doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu th\u1eadp, ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u00e3 h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 hay ch\u01b0a. T\u1eeb \u0111\u00f3 \u0111\u01b0a ra nh\u1eefng gi\u1ea3i ph\u00e1p gi\u00fap n\u00e2ng cao tr\u1ea3i nghi\u1ec7m v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh mua s\u1eafm s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.\u00a0<\/span><\/em><\/p>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#Muc_do_hai_long_cua_khach_hang_la_gi\"><span class=\"toc_number toc_depth_1\">1<\/span> M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?\u00a0<\/a><\/li><li><a href=\"#Top_3_chi_so_danh_gia_muc_do_hai_long_cua_khach_hang\"><span class=\"toc_number toc_depth_1\">2<\/span> Top 3 ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><ul><li><a href=\"#1_Net_Promoter_Score_NPS_la_gi\"><span class=\"toc_number toc_depth_2\">2.1<\/span> 1) Net Promoter Score (NPS) l\u00e0 g\u00ec?<\/a><ul><li><a href=\"#Net_Promoter_Score_NPS_la_gi\"><span class=\"toc_number toc_depth_3\">2.1.1<\/span> Net Promoter Score (NPS) l\u00e0 g\u00ec?<\/a><\/li><li><a href=\"#Net_Promoter_Score_NPS_hoat_dong_nhu_the_nao\"><span class=\"toc_number toc_depth_3\">2.1.2<\/span> Net Promoter Score (NPS) ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/a><\/li><\/ul><\/li><li><a href=\"#2_Customer_Satisfaction_Score_CSAT\"><span class=\"toc_number toc_depth_2\">2.2<\/span> 2) Customer Satisfaction Score (CSAT)<\/a><ul><li><a href=\"#Customer_Satisfaction_Score_CSAT_la_gi\"><span class=\"toc_number toc_depth_3\">2.2.1<\/span> Customer Satisfaction Score (CSAT) l\u00e0 g\u00ec?\u00a0<\/a><\/li><li><a href=\"#Customer_Satisfaction_Score_CSAT_hoat_dong_nhu_the_nao\"><span class=\"toc_number toc_depth_3\">2.2.2<\/span> Customer Satisfaction Score (CSAT) ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/a><\/li><\/ul><\/li><li><a href=\"#3_Customer_Effort_Score_CES\"><span class=\"toc_number toc_depth_2\">2.3<\/span> 3) Customer Effort Score (CES)<\/a><ul><li><a href=\"#Customer_Effort_Score_CES_la_gi\"><span class=\"toc_number toc_depth_3\">2.3.1<\/span> Customer Effort Score (CES) l\u00e0 g\u00ec?<\/a><\/li><li><a href=\"#Customer_Effort_Score_CES_hoat_dong_nhu_the_nao\"><span class=\"toc_number toc_depth_3\">2.3.2<\/span> Customer Effort Score (CES) ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/a><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/div>\n<h2><span id=\"Muc_do_hai_long_cua_khach_hang_la_gi\"><b>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?\u00a0<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/emandai.net\/blog\/top-3-chi-so-danh-gia-muc-do-hai-long-cua-khach-hang\"><span style=\"color: #0000ff;\"><em><strong>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/em><\/span><\/a> (customer satisfaction) l\u00e0 c\u1ea3m gi\u00e1c th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng khi doanh nghi\u1ec7p ch\u0103m s\u00f3c hay gi\u1ea3i quy\u1ebft v\u00e0 \u0111\u00e1p \u1ee9ng nh\u1eefng y\u00eau c\u1ea7u theo c\u00e1ch m\u00e0 h\u1ecd mong mu\u1ed1n. M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng n\u00e0y \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn c\u00e1ch m\u00e0 kh\u00e1ch h\u00e0ng ngh\u0129 v\u1ec1 doanh nghi\u1ec7p v\u00e0 th\u00e1i \u0111\u1ed9 c\u1ee7a h\u1ecd khi nh\u1eafc \u0111\u1ebfn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Theo nghi\u00ean c\u1ee9u trong n\u0103m 2020, y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t \u0111\u1ec3 doanh nghi\u1ec7p \u0111\u1ea1t th\u00e0nh c\u00f4ng kh\u00f4ng ph\u1ea3i l\u00e0 gi\u00e1 c\u1ea3 hay s\u1ea3n ph\u1ea9m m\u00e0 l\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. D\u1eef li\u1ec7u nghi\u00ean c\u1ee9u ch\u1ec9 ra r\u1eb1ng, kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t v\u00e0 c\u00f3 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng cao s\u1ebd gi\u1edbi thi\u1ec7u d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1ch cao g\u1ea5p 5 l\u1ea7n, v\u00e0 54% trong s\u1ed1 h\u1ecd c\u00f3 xu h\u01b0\u1edbng mua s\u1eafm th\u00eam nh\u1eefng s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p.\u00a0\u00a0\u00a0<\/span><\/p>\n<h2><span id=\"Top_3_chi_so_danh_gia_muc_do_hai_long_cua_khach_hang\"><b>Top 3 ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">NPS, CSAT v\u00e0 CES l\u00e0 3 ch\u1ec9 s\u1ed1 ph\u1ed5 bi\u1ebfn nh\u1ea5t trong <a href=\"https:\/\/emandai.net\/blog\/top-3-chi-so-danh-gia-muc-do-hai-long-cua-khach-hang\"><em><span style=\"color: #0000ff;\">\u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/em><\/a>. Trong b\u00e0i vi\u1ebft n\u00e0y, <\/span><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"http:\/\/emandai.net\/\"><span style=\"font-weight: 400;\">EM&amp;AI<\/span><\/a><\/span><span style=\"font-weight: 400;\"> s\u1ebd \u0111\u01b0a kh\u00e1i ni\u1ec7m, c\u00e1ch \u0111o l\u01b0\u1eddng nh\u1eefng ch\u1ec9 s\u1ed1 n\u00e0y m\u1ed9t c\u00e1ch chi ti\u1ebft v\u00e0 \u0111\u1ea7y \u0111\u1ee7 nh\u1ea5t.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span id=\"1_Net_Promoter_Score_NPS_la_gi\"><b>1) Net Promoter Score (NPS) l\u00e0 g\u00ec?<\/b><\/span><\/h3>\n<h4><span id=\"Net_Promoter_Score_NPS_la_gi\"><b>Net Promoter Score (NPS) l\u00e0 g\u00ec?<\/b><\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Net Promoter Score vi\u1ebft t\u1eaft l\u00e0 <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/vi.wikipedia.org\/wiki\/Net_Promoter_Score\">NPS<\/a><\/span> l\u00e0 m\u1ed9t trong nh\u1eefng ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh v\u00e0 thi\u1ec7n c\u1ea3m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. Ch\u1ec9 s\u1ed1 n\u00e0y s\u1ebd gi\u00fap doanh nghi\u1ec7p bi\u1ebft \u0111\u01b0\u1ee3c:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c<\/span><\/li>\n<\/ul>\n<h4><span id=\"Net_Promoter_Score_NPS_hoat_dong_nhu_the_nao\"><b>Net Promoter Score (NPS) ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/b><\/span><\/h4>\n<p><b>NPS = P-D<\/b><\/p>\n<p><b>P<\/b><span style=\"font-weight: 400;\">: Ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5<\/span><\/p>\n<p><b>D<\/b><span style=\"font-weight: 400;\">: Ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u01b0\u1ee3c x\u1ebfp h\u1ea1ng t\u1eeb 1 \u0111\u1ebfn 10. Ch\u1ec9 s\u1ed1 c\u00e0ng cao, kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p \u0111\u1ebfn nh\u1eefng ng\u01b0\u1eddi kh\u00e1c c\u00e0ng l\u1edbn.\u00a0<\/span><\/p>\n<p><b>Nh\u00f3m 1 (\u0110i\u1ec3m s\u1ed1 t\u1eeb 9 &#8211; 10<\/b><span style=\"font-weight: 400;\">): Kh\u00e1ch h\u00e0ng c\u00f3 m\u1ee9c \u0111\u1ed9\u00a0 h\u00e0i l\u00f2ng cao \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 v\u00e0 ch\u1eafc ch\u1eafn s\u1ebd gi\u1edbi thi\u1ec7u \u0111\u1ebfn nh\u1eefng ng\u01b0\u1eddi kh\u00e1c.<\/span><\/p>\n<p><b>Nh\u00f3m 2 (\u0110i\u1ec3m s\u1ed1 t\u1eeb 7 &#8211; 8)<\/b><span style=\"font-weight: 400;\">: Kh\u00e1ch h\u00e0ng c\u00f3 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng trung b\u00ecnh, h\u1ecd c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p, c\u0169ng c\u00f3 th\u1ec3 chuy\u1ec3n sang nh\u1eefng s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 cho h\u1ecd m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng cao h\u01a1n.<\/span><\/p>\n<p><b>Nh\u00f3m 3 (D\u01b0\u1edbi 6 \u0111i\u1ec3m):<\/b><span style=\"font-weight: 400;\"> Kh\u00e1ch h\u00e0ng c\u00f3 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng th\u1ea5p v\u00e0 c\u1ef1c th\u1ea5p \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, khi doanh nghi\u1ec7p \u0111ang \u1edf trong m\u1ee9c \u0111\u1ed9 n\u00e0y nguy c\u01a1 m\u1ea5t \u0111i kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau v\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng l\u00e0 r\u1ea5t cao. V\u00ec v\u1eady, doanh nghi\u1ec7p c\u1ea7n t\u00ecm ra \u0111i\u1ec3m y\u1ebfu c\u1ee7a m\u00ecnh \u0111\u1ec3 c\u1ea3i thi\u1ec7n v\u00e0 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n<blockquote>\n<p style=\"text-align: left;\"><b>Xem th\u00eam | <\/b><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"http:\/\/emandai.net\/blog\/trai-nghiem-khach-hang-lien-mach-voi-giai-phap-tu-dong-hoa-tong-dai\/\"><b>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch v\u1edbi gi\u1ea3i ph\u00e1p t\u1ed5ng \u0111\u00e0i t\u1ef1 \u0111\u1ed9ng h\u00f3a<\/b><\/a><\/span><\/p>\n<\/blockquote>\n<figure id=\"attachment_2619\" aria-describedby=\"caption-attachment-2619\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-2619 size-full\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/11\/Red-Digital-Marketing-Facebook-Cover-600-x-400-px.png\" alt=\"NPS - ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng\" width=\"600\" height=\"400\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/11\/Red-Digital-Marketing-Facebook-Cover-600-x-400-px.png 600w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/11\/Red-Digital-Marketing-Facebook-Cover-600-x-400-px-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-2619\" class=\"wp-caption-text\">NPS &#8211; ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h3><span id=\"2_Customer_Satisfaction_Score_CSAT\"><b>2) Customer Satisfaction Score (CSAT)<\/b><\/span><\/h3>\n<h4><span id=\"Customer_Satisfaction_Score_CSAT_la_gi\"><b>Customer <\/b><b>Satisfaction Score (CSAT) l\u00e0 g\u00ec?\u00a0<\/b><\/span><\/h4>\n<p><a href=\"https:\/\/en.wikipedia.org\/wiki\/Customer_satisfaction\"><em><span style=\"font-weight: 400; color: #0000ff;\">Customer <\/span><\/em><\/a><span style=\"font-weight: 400;\"><em><span style=\"color: #0000ff;\">Satisfaction Score (CSAT)<\/span><\/em> l\u00e0 ch\u1ec9 s\u1ed1 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng, \u0111\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 ph\u1ed5 bi\u1ebfn \u0111ang \u0111\u01b0\u1ee3c r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p \u1ee9ng d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng tr\u1ef1c ti\u1ebfp c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 hay d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. Ch\u1ec9 s\u1ed1 n\u00e0y bi\u1ec3u hi\u1ec7n h\u1ecd c\u00f3 h\u00e0i l\u00f2ng hay kh\u00f4ng trong qu\u00e1 tr\u00ecnh mua s\u1eafm s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 t\u1eeb th\u00e1i \u0111\u1ed9 nh\u00e2n vi\u00ean, gi\u00e1 c\u1ea3 s\u1ea3n ph\u1ea9m, th\u1eddi gian gi\u1ea3i quy\u1ebft y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng hay t\u01b0 v\u1ea5n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5,&#8230;\u00a0<\/span><\/p>\n<h4><span id=\"Customer_Satisfaction_Score_CSAT_hoat_dong_nhu_the_nao\"><b>Customer <\/b><b>Satisfaction Score (CSAT) ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/b><\/span><\/h4>\n<p><b>CSAT = S\u1ed1 kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 t\u1ed1t \/ t\u1ed5ng \u0111\u00e1nh gi\u00e1<\/b><\/p>\n<p><span style=\"font-weight: 400;\">CSAT \u0111\u01b0\u1ee3c chia theo m\u1ee9c t\u1eeb 1 (r\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng) \u0111\u1ebfn m\u1ee9c 5 (r\u1ea5t h\u00e0i l\u00f2ng)\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Th\u01b0\u1eddng k\u00e8m theo m\u1ee9c \u0111\u00e1nh gi\u00e1 l\u00e0 nh\u1eefng quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng, v\u00ec sao h\u1ecd h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p v\u00e0 v\u00ec sao kh\u00f4ng. \u0110\u00e2y l\u00e0 nh\u1eefng ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 r\u1ea5t quan tr\u1ecdng gi\u00fap doanh nghi\u1ec7p hi\u1ec3u \u0111\u01b0\u1ee3c nh\u1eefng y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng kh\u00f4ng t\u1ed1t \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea7n kh\u1eafc ph\u1ee5c nhanh ch\u00f3ng, c\u0169ng nh\u01b0 nh\u1eefng \u01b0u \u0111i\u1ec3m c\u1ea7n duy tr\u00ec v\u00e0 ph\u00e1t huy.\u00a0<\/span><\/p>\n<figure id=\"attachment_2620\" aria-describedby=\"caption-attachment-2620\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-2620 size-full\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/11\/Colourful-Satisfaction-Survey-Facebook-Post-600-x-400-px.png\" alt=\"CSAT - Ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng\" width=\"600\" height=\"400\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/11\/Colourful-Satisfaction-Survey-Facebook-Post-600-x-400-px.png 600w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/11\/Colourful-Satisfaction-Survey-Facebook-Post-600-x-400-px-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-2620\" class=\"wp-caption-text\">CSAT &#8211; Ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h3><span id=\"3_Customer_Effort_Score_CES\"><b>3) Customer Effort Score (CES)<\/b><\/span><\/h3>\n<h4><span id=\"Customer_Effort_Score_CES_la_gi\"><b>Customer Effort Score (CES) l\u00e0 g\u00ec?<\/b><\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Customer Effort Score (CES) l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 thu\u1eadn l\u1ee3i trong qu\u00e1 tr\u00ecnh ti\u1ebfp c\u1eadn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0: qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3 mua s\u1eafm s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, qu\u00e1 tr\u00ecnh \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft nh\u1eefng y\u00eau c\u1ea7u v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 hay qu\u00e1 tr\u00ecnh thanh to\u00e1n.\u00a0 Ch\u1ec9 s\u1ed1 n\u00e0y th\u01b0\u1eddng tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi \u201c Qu\u00fd kh\u00e1ch \u0111\u00e1nh gi\u00e1 nh\u01b0 th\u1ebf n\u00e0o v\u1ec1 m\u1ee9c \u0111\u1ed9 ti\u1ec7n l\u1ee3i khi ti\u1ebfp c\u1eadn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i?<\/span><\/p>\n<h4><span id=\"Customer_Effort_Score_CES_hoat_dong_nhu_the_nao\"><b>Customer Effort Score (CES) ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/b><\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Ch\u1ec9 s\u1ed1 CES th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng t\u1eeb 1 (r\u1ea5t kh\u00f3 ti\u1ebfp c\u1eadn) \u0111\u1ebfn 7 (d\u1ec5 ti\u1ebfp c\u1eadn), khi ch\u1ec9 s\u1ed1 n\u00e0y c\u00e0ng cao, th\u01b0\u01a1ng hi\u1ec7u hay s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng ti\u1ebfp c\u1eadn m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng, t\u1eeb \u0111\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd n\u00e2ng cao m\u1ed9t c\u00e1ch \u0111\u00e1ng k\u1ec3. Ngo\u00e0i ra, ch\u1ec9 s\u1ed1 n\u00e0y gi\u00fap doanh nghi\u1ec7p t\u1ea1o ra c\u00e1c chi\u1ebfn d\u1ecbch Marketing hi\u1ec7u qu\u1ea3 h\u01a1n trong ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u1ee7a m\u00ecnh.\u00a0<\/span><\/p>\n<blockquote>\n<p style=\"text-align: left;\"><b>Xem th\u00eam | <\/b><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"http:\/\/emandai.net\/blog\/tri-tue-nhan-tao-nhan-to-quan-trong-trong-tiep-can-khach-hang-tiem-nang\/\"><b>Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o &#8211; nh\u00e2n t\u1ed1 quan tr\u1ecdng trong ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng<\/b><\/a><\/span><\/p>\n<\/blockquote>\n<figure id=\"attachment_2622\" aria-describedby=\"caption-attachment-2622\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-2622 size-full\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/11\/Colourful-Satisfaction-Survey-Facebook-Post-600-x-400-px-2-1.png\" alt=\"CES - Chi so don luong no luc cua khach hang\" width=\"600\" height=\"400\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/11\/Colourful-Satisfaction-Survey-Facebook-Post-600-x-400-px-2-1.png 600w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/11\/Colourful-Satisfaction-Survey-Facebook-Post-600-x-400-px-2-1-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-2622\" class=\"wp-caption-text\">CES &#8211; Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"http:\/\/emandai.net\/\"><span style=\"font-weight: 400;\">EM&amp;AI<\/span><\/a><\/span><span style=\"font-weight: 400;\"> l\u00e0 m\u1ed9t trong nh\u1eefng \u0111\u01a1n v\u1ecb h\u00e0ng \u0111\u1ea7u nghi\u00ean c\u1ee9u v\u00e0 \u1ee9ng d\u1ee5ng tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) trong t\u1ef1 \u0111\u1ed9ng h\u00f3a ch\u0103m s\u00f3c v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1i Vi\u1ec7t Nam.\u00a0<\/span><\/p>\n<p><a href=\"http:\/\/emandai.net\/\"><span style=\"font-weight: 400;\"><span style=\"color: #0000ff;\">EM&amp;AI<\/span><\/span><\/a><span style=\"font-weight: 400;\"> \u0111ang c\u00f3 ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i<\/span> <span style=\"color: #ff0000;\"><b><i>1000 CU\u1ed8C G\u1eccI MI\u1ec4N PH\u00cd<\/i><\/b><\/span> <span style=\"font-weight: 400;\">h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p tri\u1ec3n khai \u1ee9ng d\u1ee5ng AI trong kinh doanh<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u25b6 Chi ti\u1ebft ch\u01b0\u01a1ng tr\u00ecnh: <\/span><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/3k4i9g0\"><span style=\"font-weight: 400;\">https:\/\/bit.ly\/3k4i9g0<\/span><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\">LI\u00caN H\u1ec6 NGAY H\u00d4M NAY \u0110\u1ec2 \u0110\u01af\u1ee2C T\u01af V\u1ea4N TRI\u1ec2N KHAI GI\u1ea2I PH\u00c1P<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u2013 Hotline: <\/span><a href=\"about:blank\"><span style=\"font-weight: 400;\">0934 312 345<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">\u2013 Email: contact@emandai.net<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Theo nghi\u00ean c\u1ee9u c\u1ee7a Helpscout c\u00f3 80% doanh nghi\u1ec7p n\u00f3i r\u1eb1ng h\u1ecd mang \u0111\u1ebfn tr\u1ea3i&#8230;<\/p>\n","protected":false},"author":1,"featured_media":2618,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[601],"tags":[557],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/2616"}],"collection":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/comments?post=2616"}],"version-history":[{"count":4,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/2616\/revisions"}],"predecessor-version":[{"id":2725,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/2616\/revisions\/2725"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/2618"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=2616"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=2616"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=2616"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}