Kodi dongosolo la Net Promoter Score (NPS) ndi chiyani?

nps mapulogalamu olimbikitsa

Sabata yatha, ndidapita ku Florida (ndimachita izi kotala lililonse kapena kupitilira apo) ndipo kwa nthawi yoyamba ndimamvera buku la Zomveka panjira yotsika. Ndasankha Funso Lomaliza 2.0: Momwe Makampani Olimbikitsa Netiweki Amachita Bwino Mdziko Loyendetsedwa ndi Makasitomala mutatha kukambirana ndi akatswiri ena otsatsa malonda pa intaneti.

The Ndondomeko ya Score Promoter yachokera pa funso losavuta ... funso lomaliza:

Pa sikelo ya 0 mpaka 10, kodi mungathe kutchula mnzanu?

Bukuli limafotokoza momwe njira yotsegulira yakhalira yotsegulidwa m'mafakitale onse, nthawi zambiri amasinthidwa kupitirira 0 mpaka 10 sikelo, funso nthawi zina limasiyanasiyana, ndipo mafunso omwe akutsatiridwa amakwaniritsidwa ndikupatsidwa nthawi kuti apereke ziwerengero zomwe zikuyimira thanzi a kampani yanu. Kumbukirani kuti si mapikidwe omwe amafunikira kuti muwone momwe kampani yanu ikugwirira ntchito, iyenera kuwunikidwa poyerekeza ndi omwe akupikisana nawo mumakampani anu. Simuyenera kukhala ndi 9 pomwe makampani anu onse akukankhira 3s! Makampani ena amangokopa makasitomala owopsa.

NPS ikukhala njira yodziwika bwino yoyezera kukhulupirika kwamakasitomala komanso momwe zimakhudzira kutsatsa, kugulitsa, kuthandiza makasitomala ngakhalenso chuma chabungwe. Mosiyana ndi makina ambiri achidule amakampani, NPS imawunikira momwe makasitomala anu angakhalire nanu ngakhalenso kukulangizani. Popeza kusunga makasitomala ndikofunikira kwambiri pakupanga phindu ndipo mawu pakamwa ndi imodzi mwanjira zabwino zopezera makasitomala, NPS ikudziwonetsa kuti ndi njira yabwino kwambiri yolosera zaumoyo wa kampani. Madipatimenti onse ndi njira zake zikalumikizidwa kuti zikwaniritse kukhulupirika kwa makasitomala anu, simuli pachiwopsezo chokhala ndi ma silos opikisana m'bungwe omwe atha kubweretsa ziwerengero zambiri - koma sizimapereka mwayi kwa makasitomala.

Pa muzu wake, NPS = Peresenti ya Olimbikitsa - Peresenti ya Otsutsa. Chifukwa chake, ngati 10% yamakasitomala anu amalimbikitsa kampani yanu ndipo 8% akuvulaza mtundu wanu kudzera pakulankhula pakamwa, muli ndi NPS ya 2.

Dongosolo la Net Promoter Score limaphwanya makasitomala anu kukhala olimbikitsa, otsutsa komanso ongokhala. Kampani iliyonse iyenera kufuna kutsitsa otsutsa ake chifukwa zimatengera olimbikitsa 5 kulimbana ndi aliyense wotsutsa… yomwe ndi ntchito yaying'ono! Ndipo bizinesi iliyonse ikanakhala yabwinoko ngati ikanapewa osagwira ntchito ndi owanyoza palimodzi ndikukopa makasitomala oyenera - omwe amalimbikitsa. Kupatula kukhulupirika kwamakasitomala, NPS ikupanganso kusanthula kukhutira ndi ogwira ntchito. Monga momwe mungayembekezere kupeza makasitomala oti azilimbikitsa bizinesi yanu, mufunanso antchito omwe amalimbikitsa izi!

Anthu aku Kazembe adakhazikitsa infographic iyi pa Net Promoter Score amene amafotokoza mwachidule:

kumvetsetsa-net-promoter-score

PS: Ngakhale bukulo linali losangalatsa, IMO ndikuganiza kuti mutuwo ukhoza kuchepetsedwa kuchoka pa maola opitilira 7 kukhala angapo, komabe. Ndiye kulumikizana kwanga ngati mukufuna kugula bukuli.

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