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Th\u00f4ng qua c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p c\u00f3 th\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec?<\/strong><\/span><\/h2>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u0111i\u1ec1u b\u1ea1n c\u00f3 th\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c b\u1eb1ng c\u00e1ch kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng:<\/p>\n

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• Th\u1ea5u hi\u1ec3u \u0111\u01b0\u1ee3c kh\u1ea3 n\u0103ng s\u1eb5n s\u00e0ng mua c\u1ee7a kh\u00e1ch h\u00e0ng d\u00e0nh cho s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5<\/li>\n
• Thu th\u1eadp \u0111\u01b0\u1ee3c c\u00e1c s\u1ed1 li\u1ec7u nh\u00e2n kh\u1ea9u h\u1ecdc m\u1ed9t c\u00e1ch c\u1ee5 th\u1ec3: \u0110\u1ed9 tu\u1ed5i, gi\u1edbi t\u00ednh, h\u00e0nh vi, s\u1edf th\u00edch,…<\/li>\n
• \u0110\u00e1nh gi\u00e1 k\u1ecbp th\u1eddi v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng ngay sau khi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5<\/li>\n
• \u0110\u1ec1 xu\u1ea5t ho\u1eb7c c\u1ea3i thi\u1ec7n c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 m\u1edbi ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u th\u1ecb tr\u01b0\u1eddng<\/li>\n<\/ul>\n

  C\u01a1 s\u1edf \u0111\u1ec3 gia t\u0103ng l\u00f2ng trung th\u00e0nh c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u:<\/strong><\/span><\/h2>\n

  T\u1eeb nh\u1eefng b\u1ea3ng kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p thu th\u1eadp \u0111\u01b0\u1ee3c s\u1ebd c\u00f3 kh\u1ea3 n\u0103ng chuy\u1ec3n \u0111\u1ed5i th\u00e0nh nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh. B\u1edfi l\u1ebd, doanh nghi\u1ec7p s\u1ebd d\u1ec5 d\u00e0ng bi\u1ebft \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec. V\u00e0 t\u00ecm ra c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u1ec3 l\u00e0m th\u1ecfa m\u00e3n c\u0169ng nh\u01b0 c\u1ea3i thi\u1ec7n m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng \u0111\u00f3.<\/p>\n

  <\/p>\n

  Kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 nh\u00f3m \u0111em l\u1ea1i \u0111\u1ebfn 80% doanh thu cho doanh nghi\u1ec7p. Nh\u1eefng \u00fd ki\u1ebfn c\u1ee7a nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y l\u00e0 c\u1ef1c k\u00ec quan tr\u1ecdng. \u0110\u1ed3ng th\u1eddi, h\u1ecd c\u00f3 th\u1ec3 l\u00e0 nh\u1eefng ng\u01b0\u1eddi truy\u1ec1n th\u00f4ng cho doanh nghi\u1ec7p m\u1ed9t c\u00e1ch mi\u1ec5n ph\u00ed. Song song v\u1edbi \u0111\u00f3, doanh nghi\u1ec7p c\u0169ng n\u00ean l\u00ean m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c ri\u00eang \u0111\u1ec3 ch\u0103m s\u00f3c nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y m\u1ed9t c\u00e1ch chu \u0111\u00e1o; c\u1ea7n c\u00e2n nh\u1eafc v\u1ec1 vi\u1ec7c ti\u1ebfp c\u1eadn c\u00f3 ch\u1ecdn l\u1ecdc v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng th\u1ea5p \u0111\u1ec3 \u0111\u01b0a nh\u1eefng gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3.<\/p>\n

  N\u1eafm b\u1eaft t\u1ed1t xu h\u01b0\u1edbng v\u00e0 s\u1ef1 thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/span><\/h2>\n

  Trong b\u1ea5t k\u00ec ng\u00e0nh ngh\u1ec1 ho\u1eb7c l\u0129nh v\u1ef1c kinh doanh n\u00e0o; \u0111\u1ec1u \u0111\u00f2i h\u1ecfi c\u00e1c doanh nghi\u1ec7p c\u00f3 nh\u1eefng c\u1eadp nh\u1eadp li\u00ean t\u1ee5c \u0111\u1ec3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng l\u1edbn c\u1ee7a kh\u00e1ch h\u00e0ng. Tr\u00ean th\u1ef1c t\u1ebf, s\u1ef1 thay \u0111\u1ed5i v\u1ec1 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u00ednh tr\u00ean t\u1eebng gi\u00e2y. Do \u0111\u00f3, kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng cung c\u1ea5p cho c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o hi\u1ec3u \u0111\u01b0\u1ee3c nh\u1eefng mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5. Gi\u00fap ph\u00e2n lo\u1ea1i t\u1eebng t\u1ec7p kh\u00e1ch h\u00e0ng kh\u00e1c nhau. \u0110\u1ed3ng th\u1eddi n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c nh\u1eefng y\u00eau c\u1ea7u thay \u0111\u1ed5i li\u00ean t\u1ee5c c\u1ee7a h\u1ecd. \u0110\u1ec3 c\u00f3 c\u00e1ch ti\u1ebfp c\u1eadn ph\u00f9 h\u1ee3p v\u00e0 k\u1ecbp th\u1eddi nh\u1eb1m gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n

  \u0110\u1ed3ng th\u1eddi, nh\u1edd v\u00e0o kh\u1ea3o s\u00e1t m\u00e0 nh\u00e0 kinh doanh c\u00f3 th\u1ec3 t\u00ecm hi\u1ec3u \u0111\u01b0\u1ee3c c\u00e1c c\u00e1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng m\u00e0 \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh \u0111ang ho\u1ea1t \u0111\u1ed9ng l\u00e0 g\u00ec. T\u1eeb \u0111\u00f3 h\u1ecdc h\u1ecfi v\u00e0 v\u1eadn d\u1ee5ng nh\u1eefng chi\u1ebfn thu\u1eadt \u0111\u00f3 v\u00e0o m\u00f4 h\u00ecnh kinh doanh c\u1ee7a m\u00ecnh \u0111\u1ec3 kh\u00f4ng b\u1ecb b\u1ecf l\u1ea1i ph\u00eda sau.<\/p>\n

  Kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng b\u00e0y t\u1ecf nh\u1eefng quan \u0111i\u1ec3m v\u00e0 mong mu\u1ed1n c\u1ee7a m\u00ecnh<\/strong><\/span><\/h2>\n

  \u0110i\u1ec1u m\u00e0 c\u00e1c doanh nghi\u1ec7p lu\u00f4n theo \u0111u\u1ed5i \u0111\u00f3 l\u00e0 s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh c\u00f3 th\u1ef1c s\u1ef1 mang l\u1ea1i gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng hay kh\u00f4ng. Gi\u1ea3 s\u1eed, n\u1ebfu doanh nghi\u1ec7p ch\u1ec9 t\u1eadp trung m\u1ed9t chi\u1ec1u v\u00e0o vi\u1ec7c ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m. Nh\u01b0ng kh\u00f4ng ch\u00fa t\u00e2m \u0111\u1ebfn nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng \u0111ang th\u1ef1c s\u1ef1 c\u1ea7n. Ho\u1eb7c nh\u1eefng g\u00f3p \u00fd c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 th\u00ec r\u1ea5t kh\u00f3 \u0111\u1ec3 th\u1ecb tr\u01b0\u1eddng ch\u1ea5p nh\u1eadn. Do \u0111\u00f3, vi\u1ec7c c\u00e2n b\u1eb1ng s\u1ea3n ph\u1ea9m t\u1ed1t v\u00e0 ph\u1ea3i ph\u1ee5c v\u1ee5 \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 ti\u00ean quy\u1ebft \u0111\u1ec3 doanh nghi\u1ec7p c\u00f3 ch\u1ed7 \u0111\u1ee9ng v\u1eefng ch\u1eafc.<\/p>\n

  C\u00e1c lo\u1ea1i kh\u1ea3o s\u00e1t h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng ph\u1ed5 bi\u1ebfn<\/strong><\/span><\/h2>\n

  Trong m\u1ed9t s\u1ed1 kh\u00e1ch h\u00e0ng,\u00a0 C\u00e1c ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng ph\u1ed5 bi\u1ebfn nh\u1ea5t l\u00e0:<\/p>\n

  Net promoter score (NPS)<\/strong><\/span><\/h3>\n

  NPS gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c l\u00f2ng trung th\u00e0nh kh\u00e1ch h\u00e0ng. \u0110\u01b0\u1ee3c t\u00ednh tr\u00ean kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng c\u00f3 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p \u0111\u1ebfn m\u1ecdi ng\u01b0\u1eddi. D\u1ef1a tr\u00ean thang \u0111i\u1ec3m t\u1eeb 0 – 10, v\u1edbi 0 l\u00e0 Kh\u00f4ng bao gi\u1edd gi\u1edbi thi\u1ec7u \u0111\u1ebfn m\u1ee9c 10 l\u00e0 ch\u1eafc ch\u1eafn gi\u1edbi thi\u1ec7u.<\/p>\n