Contents<\/p>
- 1<\/span> X\u00e2y d\u1ef1ng m\u1eabu kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean \u0111a ti\u00eau ch\u00ed d\u1ef1a tr\u00ean quy tr\u00ecnh:<\/a>
- 1.1<\/span> T\u1ed5ng h\u1ee3p nh\u1eefng d\u1ea1ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t ph\u1ed5 bi\u1ebfn:<\/a><\/li><\/ul><\/li>
- 2<\/span> T\u1ea7m quan tr\u1ecdng c\u1ee7a phi\u1ebfu kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng<\/a>
- 2.1<\/span> C\u1ea3i ti\u1ebfn & n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5<\/a><\/li>
- 2.2<\/span> X\u00e2y d\u1ef1ng l\u1ee3i th\u1ebf c\u1ea1nh tranh m\u1ea1nh m\u1ebd<\/a><\/li>
- 2.3<\/span> T\u1ea1o \u0111i\u1ec1u ki\u1ec7n “gi\u00fap s\u1ee9c” cho \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a><\/li>
- 2.4<\/span> Kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng v\u00e0o th\u1eddi \u0111i\u1ec3m n\u00e0o \u0111\u1ec3 gia t\u0103ng t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><\/li><\/ul><\/li>
- 3<\/span> T\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh kh\u1ea3o s\u00e1t h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng<\/a><\/li><\/ul><\/div>\n
X\u00e2y d\u1ef1ng m\u1eabu kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean \u0111a ti\u00eau ch\u00ed d\u1ef1a tr\u00ean quy tr\u00ecnh:<\/span><\/h2>\n
M\u1eabu kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t b\u1ed9 c\u00e1c c\u00e2u h\u1ecfi \u0111\u1ec3 \u0111o l\u01b0\u1eddng nhu c\u1ea7u, thu th\u1eadp \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng trong v\u00e0 sau khi tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m v\u1ec1 d\u1ecbch v\u1ee5. T\u00f9y thu\u1ed9c v\u00e0o ch\u1ee7 \u00fd c\u1ee7a ng\u01b0\u1eddi kh\u1ea3o s\u00e1t h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng m\u00e0 m\u1eabu kh\u1ea3o s\u00e1t s\u1ebd t\u1eadp trung v\u00e0o nh\u1eefng kh\u00eda c\u1ea1nh d\u1ecbch v\u1ee5 nh\u00e2n vi\u00ean, t\u00ednh n\u0103ng s\u1ea3n ph\u1ea9m,…<\/p>\n
T\u1ed5ng h\u1ee3p nh\u1eefng d\u1ea1ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t ph\u1ed5 bi\u1ebfn:<\/span><\/h3>\n
![\"Ca\u0302u](\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/11\/Ca\u0302u-ho\u0309i-kha\u0309o-sa\u0301t-mu\u031b\u0301c-do\u0323\u0302-ha\u0300i-lo\u0300ng-kha\u0301ch-ha\u0300ng-1024x576.png\")
Ca\u0302u ho\u0309i kha\u0309o sa\u0301t mu\u031b\u0301c \u0111o\u0323\u0302 ha\u0300i lo\u0300ng kha\u0301ch ha\u0300ng<\/figcaption><\/figure>\n - \n
- C\u00e2u h\u1ecfi d\u1ea1ng C\u00f3\/ Kh\u00f4ng (Yes\/ No):<\/span><\/li>\n<\/ul>\n
VD: Ch\u00e0o ch\u1ecb, em l\u00e0 Mi em g\u1ecdi t\u1eeb Spa ABC, ch\u1ecb cho em xin m\u1ed9t \u00edt ph\u00fat \u0111\u1ec3 kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a d\u1ecbch v\u1ee5 b\u00ean em \u0111\u01b0\u1ee3c kh\u00f4ng \u1ea1?<\/p>\n
\u0110\u00e1p \u00e1n: C\u00f3\/ Kh\u00f4ng<\/p><\/blockquote>\n
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- C\u00e2u h\u1ecfi \u0111a d\u1ea1ng l\u1ef1a ch\u1ecdn:<\/span><\/li>\n<\/ul>\n
VD: Ch\u1ecb bi\u1ebft \u0111\u1ebfn d\u1ecbch v\u1ee5 Spa b\u00ean em th\u00f4ng qua k\u00eanh n\u00e0o?<\/p>\n
Website – M\u1ea1ng x\u00e3 h\u1ed9i – B\u1ea1n b\u00e8 gi\u1edbi thi\u1ec7u – Qu\u1ea3ng c\u00e1o<\/p><\/blockquote>\n
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- C\u00e2u h\u1ecfi d\u1ea1ng s\u1eafp x\u1ebfp theo m\u1ee9c \u0111\u1ed9 t\u1eeb R\u1ea5t h\u00e0i l\u00f2ng – Kh\u00f4ng h\u00e0i l\u00f2ng<\/span><\/li>\n<\/ul>\n
VD: Ch\u1ecb \u0111\u00e1nh gi\u00e1 v\u1ec1 th\u00e1i \u0111\u1ed9 nh\u00e2n vi\u00ean trong su\u1ed1t qu\u00e1 tr\u00ecnh ph\u1ee5c v\u1ee5 ch\u1ecb \u0111\u00e1nh gi\u00e1 nh\u01b0 th\u1ebf n\u00e0o \u1ea1?<\/p>\n
R\u1ea5t h\u00e0i l\u00f2ng<\/p>\n
H\u00e0i l\u00f2ng<\/p>\n
Trung l\u1eadp<\/p>\n
Kh\u00f4ng h\u00e0i l\u00f2ng<\/p>\n
R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng<\/p><\/blockquote>\n
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- C\u00e2u h\u1ecfi d\u1ea1ng \u0111\u00e1nh gi\u00e1 thang \u0111i\u1ec3m Likert t\u1eeb 1 – 5<\/span><\/li>\n<\/ul>\n
Sau khi \u0111\u00e3 tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5, ch\u1ecb vui l\u00f2ng \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng theo 5 ti\u00eau ch\u00ed sau – theo thang \u0111i\u1ec3m t\u1eeb 1 – 5. V\u1edbi 1 l\u00e0 c\u1ef1c k\u00ec h\u00e0i l\u00f2ng \u0111\u1ebfn 5 l\u00e0 c\u1ef1c k\u1ef3 h\u00e0i l\u00f2ng nh\u00e9!<\/p>\n
1 – 2 – 3 – 4 – 5<\/p><\/blockquote>\n
T\u1ea7m quan tr\u1ecdng c\u1ee7a phi\u1ebfu kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng<\/span><\/h2>\n
C\u1ea3i ti\u1ebfn & n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5<\/span><\/h3>\n
Th\u00f4ng qua \u00fd ki\u1ebfn ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng tr\u00ean m\u1eabu kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng. Gi\u00fap doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 hi\u1ec7u qu\u1ea3. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 trung b\u00ecnh m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng \u0111ang n\u1eb1m \u1edf giai \u0111o\u1ea1n n\u00e0o. \u0110\u1ec3 t\u1eeb \u0111\u00f3 c\u1ea3i ti\u1ebfn, b\u1ed5 sung n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1ed1i \u0111a cho kh\u00e1ch h\u00e0ng.<\/p>\n
![\"\"](\"https:\/\/blog.happyfox.com\/wp-content\/uploads\/2020\/08\/Customer-Service-Skills-750x410-2.png\")
N\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5<\/figcaption><\/figure>\n X\u00e2y d\u1ef1ng l\u1ee3i th\u1ebf c\u1ea1nh tranh m\u1ea1nh m\u1ebd<\/span><\/h3>\n
Vi\u1ec7c th\u1ea5u hi\u1ec3u insights kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p t\u1ea1o \u0111\u01b0\u1ee3c v\u1ecb th\u1ebf v\u1eefng ch\u1eafc trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng. B\u01b0\u1edbc \u0111\u1ea7u, Doanh nghi\u1ec7p s\u1ebd n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c nh\u1eefng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u1ec3 ti\u1ebfn h\u00e0nh h\u1ecdp n\u1ed9i b\u1ed9; l\u00ean k\u1ebf ho\u1ea1ch thu h\u00fat kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng hi\u1ec7u qu\u1ea3.<\/p>\n
T\u1ea1o \u0111i\u1ec1u ki\u1ec7n “gi\u00fap s\u1ee9c” cho \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/span><\/h3>\n
Nh\u1eefng th\u00f4ng tin h\u1eefu \u00edch t\u1eeb kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c th\u1ed1ng k\u00ea l\u1ea1i v\u00e0 chuy\u1ec3n \u0111\u1ebfn cho b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Nh\u1edd \u0111\u00f3, doanh nghi\u1ec7p s\u1ebd l\u00ean k\u1ebf ho\u1eb7c ti\u1ebfp c\u1eadn, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p. \u0110\u1ed3ng th\u1eddi, g\u1eedi nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i; h\u1ed7 tr\u1ee3 gi\u1ea3i quy\u1ebft k\u1ecbp th\u1eddi c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n
Kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng v\u00e0o th\u1eddi \u0111i\u1ec3m n\u00e0o \u0111\u1ec3 gia t\u0103ng t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/h3>\n
Th\u1eddi \u0111i\u1ec3m t\u1ed1t nh\u1ea5t \u0111\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 trong kho\u1ea3ng th\u1eddi gian t\u1eeb 1 – 2 ng\u00e0y sau khi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng xong d\u1ecbch v\u1ee5; Doanh nghi\u1ec7p n\u00ean kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ngay l\u1eadp t\u1ee9c. V\u00ec khi \u0111\u00f3, kh\u1ea3 n\u0103ng ph\u1ea3n h\u1ed3i s\u1ebd c\u00f3 t\u00ednh ch\u00ednh x\u00e1c cao h\u01a1n; c\u00f2n n\u1ebfu \u0111\u1ec3 qu\u00e1 l\u00e2u th\u00ec kh\u00e1ch h\u00e0ng s\u1ebd d\u1ea7n l\u00e3ng qu\u00ean nh\u1eefng th\u00f4ng tin quan tr\u1ecdng.<\/p>\n
- C\u00e2u h\u1ecfi d\u1ea1ng \u0111\u00e1nh gi\u00e1 thang \u0111i\u1ec3m Likert t\u1eeb 1 – 5<\/span><\/li>\n<\/ul>\n
- C\u00e2u h\u1ecfi d\u1ea1ng s\u1eafp x\u1ebfp theo m\u1ee9c \u0111\u1ed9 t\u1eeb R\u1ea5t h\u00e0i l\u00f2ng – Kh\u00f4ng h\u00e0i l\u00f2ng<\/span><\/li>\n<\/ul>\n
- C\u00e2u h\u1ecfi \u0111a d\u1ea1ng l\u1ef1a ch\u1ecdn:<\/span><\/li>\n<\/ul>\n
- 2.2<\/span> X\u00e2y d\u1ef1ng l\u1ee3i th\u1ebf c\u1ea1nh tranh m\u1ea1nh m\u1ebd<\/a><\/li>
- 2<\/span> T\u1ea7m quan tr\u1ecdng c\u1ee7a phi\u1ebfu kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng<\/a>
- 1.1<\/span> T\u1ed5ng h\u1ee3p nh\u1eefng d\u1ea1ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t ph\u1ed5 bi\u1ebfn:<\/a><\/li><\/ul><\/li>
![\"\"](\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/11\/photo_2022-11-07_15-24-53.jpg\")
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