{"id":5789,"date":"2022-09-13T09:23:16","date_gmt":"2022-09-13T02:23:16","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=5789"},"modified":"2026-06-05T10:51:29","modified_gmt":"2026-06-05T03:51:29","slug":"knowledge-about-nps-and-how-to-measure-it","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/","title":{"rendered":"NPS l\u00e0 g\u00ec? C\u00e1ch \u0111o l\u01b0\u1eddng v\u00e0 n\u00e2ng cao ch\u1ec9 s\u1ed1 Net Promoter Score"},"content":{"rendered":"<p>Nhi\u1ec1u doanh nghi\u1ec7p c\u00f3 th\u1ec3 bi\u1ebft doanh thu th\u00e1ng n\u00e0y t\u0103ng hay gi\u1ea3m, nh\u01b0ng l\u1ea1i kh\u00f4ng bi\u1ebft kh\u00e1ch h\u00e0ng \u0111ang th\u1ef1c s\u1ef1 ngh\u0129 g\u00ec v\u1ec1 m\u00ecnh. H\u1ecd c\u00f3 s\u1eb5n s\u00e0ng quay l\u1ea1i kh\u00f4ng? H\u1ecd c\u00f3 gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u cho ng\u01b0\u1eddi kh\u00e1c kh\u00f4ng? \u0110\u00e2y ch\u00ednh l\u00e0 kho\u1ea3ng tr\u1ed1ng m\u00e0 <strong>NPS<\/strong> (Net Promoter Score) \u0111\u01b0\u1ee3c t\u1ea1o ra \u0111\u1ec3 l\u1ea5p \u0111\u1ea7y.<\/p>\n<p>T\u1eeb n\u0103m 2003, NPS \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng r\u1ed9ng r\u00e3i nh\u1ea5t \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 g\u1eafn k\u1ebft v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, kh\u00f4ng ch\u1ec9 \u0111o l\u01b0\u1eddng \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ee9c th\u1eddi, m\u00e0 \u1edf h\u00e0nh vi th\u1ef1c t\u1ebf: li\u1ec7u kh\u00e1ch h\u00e0ng c\u00f3 gi\u1edbi thi\u1ec7u b\u1ea1n cho ng\u01b0\u1eddi kh\u00e1c kh\u00f4ng?<\/p>\n<h2>What is NPS?<\/h2>\n<p><strong>NPS<\/strong> l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a <strong>Net Promoter Score<\/strong> \u2014 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c.<\/p>\n<p>NPS kh\u00f4ng ch\u1ec9 ph\u1ea3n \u00e1nh m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ea1i m\u1ed9t th\u1eddi \u0111i\u1ec3m (nh\u01b0 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\">CSAT<\/a><\/span>), m\u00e0 ph\u1ea3n \u00e1nh <strong>th\u00e1i \u0111\u1ed9 d\u00e0i h\u1ea1n<\/strong> c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. M\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 h\u00e0i l\u00f2ng v\u1edbi m\u1ed9t l\u1ea7n giao d\u1ecbch nh\u01b0ng ch\u01b0a ch\u1eafc s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u, \u0111\u00f3 l\u00e0 s\u1ef1 kh\u00e1c bi\u1ec7t m\u00e0 NPS n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c.<\/p>\n<p>Theo Bain &amp; Company (\u0111\u01a1n v\u1ecb ph\u00e1t tri\u1ec3n NPS), c\u00f3 h\u01a1n <strong>65% doanh nghi\u1ec7p thu\u1ed9c Fortune 500<\/strong> \u0111\u00e3 t\u00edch h\u1ee3p NPS v\u00e0o h\u1ec7 th\u1ed1ng \u0111\u00e1nh gi\u00e1 v\u00e0 qu\u1ea3n l\u00fd ho\u1ea1t \u0111\u1ed9ng kinh doanh. \u1ede Vi\u1ec7t Nam, ch\u1ec9 s\u1ed1 n\u00e0y ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c c\u00e1c doanh nghi\u1ec7p trong ng\u00e0nh ng\u00e2n h\u00e0ng, vi\u1ec5n th\u00f4ng, b\u00e1n l\u1ebb v\u00e0 FMCG \u00e1p d\u1ee5ng r\u1ed9ng r\u00e3i.<\/p>\n<h2>How to Measure NPS<\/h2>\n<h3>C\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t NPS<\/h3>\n<p>NPS \u0111\u01b0\u1ee3c \u0111o b\u1eb1ng m\u1ed9t c\u00e2u h\u1ecfi duy nh\u1ea5t, \u0111\u01a1n gi\u1ea3n:<\/p>\n<blockquote><p><strong>&#8220;Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10, b\u1ea1n s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u [s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5\/th\u01b0\u01a1ng hi\u1ec7u] c\u1ee7a ch\u00fang t\u00f4i \u0111\u1ebfn b\u1ea1n b\u00e8 ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p \u1edf m\u1ee9c \u0111\u1ed9 n\u00e0o?&#8221;<\/strong><\/p><\/blockquote>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-21894 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS-la-gi.png\" alt=\"NPS l\u00e0 g\u00ec\" width=\"1200\" height=\"494\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS-la-gi.png 1200w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS-la-gi-300x124.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS-la-gi-1024x422.png 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS-la-gi-768x316.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS-la-gi-18x7.png 18w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<p>S\u1ef1 \u0111\u01a1n gi\u1ea3n n\u00e0y l\u00e0 \u0111i\u1ec3m m\u1ea1nh c\u1ee7a NPS, k\u1ebft qu\u1ea3 tr\u1ea3 v\u1ec1 th\u01b0\u1eddng c\u00f3 t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i cao h\u01a1n c\u00e1c b\u1ea3ng kh\u1ea3o s\u00e1t d\u00e0i, v\u00e0 k\u1ebft qu\u1ea3 d\u1ec5 theo d\u00f5i theo th\u1eddi gian.<\/p>\n<p>Ngo\u00e0i c\u00e2u h\u1ecfi ch\u00ednh, nhi\u1ec1u doanh nghi\u1ec7p b\u1ed5 sung th\u00eam m\u1ed9t c\u00e2u h\u1ecfi m\u1edf: <em>&#8220;L\u00fd do ch\u00ednh khi\u1ebfn b\u1ea1n ch\u1ecdn \u0111i\u1ec3m n\u00e0y l\u00e0 g\u00ec?&#8221;<\/em> \u2014 \u0111\u00e2y l\u00e0 n\u01a1i d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh xu\u1ea5t hi\u1ec7n, gi\u00fap doanh nghi\u1ec7p hi\u1ec3u <strong>t\u1ea1i sao<\/strong>, kh\u00f4ng ch\u1ec9 <strong>bao nhi\u00eau<\/strong>.<\/p>\n<h3>Ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng theo \u0111i\u1ec3m s\u1ed1<\/h3>\n<p>Sau khi thu th\u1eadp ph\u1ea3n h\u1ed3i, kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c chia v\u00e0o 3 nh\u00f3m:<\/p>\n<p><strong>Promoters (Ng\u01b0\u1eddi \u1ee7ng h\u1ed9) \u2014 \u0111i\u1ec3m 9\u201310:<\/strong> \u0110\u00e2y l\u00e0 nh\u00f3m kh\u00e1ch h\u00e0ng trung th\u00e0nh nh\u1ea5t. H\u1ecd kh\u00f4ng ch\u1ec9 ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m m\u00e0 c\u00f2n ch\u1ee7 \u0111\u1ed9ng gi\u1edbi thi\u1ec7u \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c, t\u1ea1o ra k\u00eanh marketing truy\u1ec1n mi\u1ec7ng c\u00f3 gi\u00e1 tr\u1ecb cao m\u00e0 kh\u00f4ng t\u1ed1n chi ph\u00ed qu\u1ea3ng c\u00e1o. Theo nghi\u00ean c\u1ee9u t\u1eeb Bain &amp; Company, Promoters th\u01b0\u1eddng c\u00f3 gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng (LTV) cao h\u01a1n \u0111\u00e1ng k\u1ec3 so v\u1edbi c\u00e1c nh\u00f3m c\u00f2n l\u1ea1i.<\/p>\n<p><strong>Passives (Ng\u01b0\u1eddi trung l\u1eadp) \u2014 \u0111i\u1ec3m 7\u20138:<\/strong> Nh\u00f3m n\u00e0y h\u00e0i l\u00f2ng nh\u01b0ng ch\u01b0a g\u1eafn k\u1ebft \u0111\u1ee7 s\u00e2u. H\u1ecd kh\u00f4ng ph\u1ea3n \u0111\u1ed1i nh\u01b0ng c\u0169ng kh\u00f4ng ch\u1ee7 \u0111\u1ed9ng \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u. \u0110\u00e2y l\u00e0 nh\u00f3m d\u1ec5 b\u1ecb \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh thu h\u00fat n\u1ebfu doanh nghi\u1ec7p kh\u00f4ng c\u00f3 h\u00e0nh \u0111\u1ed9ng c\u1ee7ng c\u1ed1 m\u1ed1i quan h\u1ec7.<\/p>\n<p><strong>Detractors (Ng\u01b0\u1eddi ph\u1ea3n \u0111\u1ed1i) \u2014 \u0111i\u1ec3m 0\u20136:<\/strong> Nh\u00f3m kh\u00f4ng h\u00e0i l\u00f2ng, c\u00f3 xu h\u01b0\u1edbng ph\u1ea3n \u00e1nh ti\u00eau c\u1ef1c, d\u00f9 l\u00e0 tr\u1ef1c ti\u1ebfp cho ng\u01b0\u1eddi quen hay qua c\u00e1c k\u00eanh \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn. Chi ph\u00ed \u0111\u1ec3 x\u1eed l\u00fd h\u1eadu qu\u1ea3 t\u1eeb nh\u00f3m n\u00e0y th\u01b0\u1eddng cao h\u01a1n nhi\u1ec1u so v\u1edbi chi ph\u00ed ng\u0103n ch\u1eb7n ngay t\u1eeb \u0111\u1ea7u.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS2.png\" alt=\"NPS score\" \/><\/p>\n<h3>C\u00f4ng th\u1ee9c t\u00ednh NPS<\/h3>\n<blockquote><p><strong>NPS = % Promoters \u2212 % Detractors<\/strong><\/p><\/blockquote>\n<p>Passives kh\u00f4ng \u0111\u01b0\u1ee3c t\u00ednh v\u00e0o c\u00f4ng th\u1ee9c nh\u01b0ng v\u1eabn c\u1ea7n \u0111\u01b0\u1ee3c theo d\u00f5i, v\u00ec \u0111\u00e2y l\u00e0 nh\u00f3m c\u00f3 ti\u1ec1m n\u0103ng chuy\u1ec3n h\u00f3a sang Promoter ho\u1eb7c Detractor.<\/p>\n<p><strong>Real-world example:<\/strong> Doanh nghi\u1ec7p kh\u1ea3o s\u00e1t 200 kh\u00e1ch h\u00e0ng. K\u1ebft qu\u1ea3:<\/p>\n<ul>\n<li>90 ng\u01b0\u1eddi cho \u0111i\u1ec3m 9\u201310 \u2192 Promoters: 45%<\/li>\n<li>70 ng\u01b0\u1eddi cho \u0111i\u1ec3m 7\u20138 \u2192 Passives: 35%<\/li>\n<li>40 ng\u01b0\u1eddi cho \u0111i\u1ec3m 0\u20136 \u2192 Detractors: 20%<\/li>\n<\/ul>\n<p><strong>\u2192 NPS = 45% \u2212 20% = 25<\/strong><\/p>\n<h3>\u0110\u00e1nh gi\u00e1 k\u1ebft qu\u1ea3 NPS<\/h3>\n<table>\n<thead>\n<tr>\n<th>Thang \u0111i\u1ec3m NPS<\/th>\n<th>\u0110\u00e1nh gi\u00e1<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>D\u01b0\u1edbi 0<\/td>\n<td>C\u1ea7n can thi\u1ec7p ngay, s\u1ed1 l\u01b0\u1ee3ng Detractors \u0111ang v\u01b0\u1ee3t Promoters<\/td>\n<\/tr>\n<tr>\n<td>0 \u2013 30<\/td>\n<td>M\u1ee9c trung b\u00ecnh, c\u1ea7n c\u1ea3i thi\u1ec7n c\u00f3 h\u1ec7 th\u1ed1ng<\/td>\n<\/tr>\n<tr>\n<td>30 \u2013 60<\/td>\n<td>T\u1ed1t, kh\u00e1ch h\u00e0ng nh\u00ecn chung g\u1eafn k\u1ebft t\u00edch c\u1ef1c<\/td>\n<\/tr>\n<tr>\n<td>Tr\u00ean 60<\/td>\n<td>Xu\u1ea5t s\u1eafc, th\u01b0\u01a1ng hi\u1ec7u c\u00f3 n\u1ec1n t\u1ea3ng l\u00f2ng trung th\u00e0nh v\u1eefng ch\u1eafc<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>Tuy nhi\u00ean, kh\u00f4ng n\u00ean \u0111\u1ecdc NPS trong m\u1ed9t c\u00e1ch c\u1ee9ng nh\u1eafc, m\u00e0 ph\u1ea3i ph\u1ee5 thu\u1ed9c v\u00e0o ng\u00e0nh v\u00e0 b\u1ed1i c\u1ea3nh kinh doanh. \u0110i\u1ec3m 30 trong ng\u00e0nh vi\u1ec5n th\u00f4ng c\u00f3 th\u1ec3 l\u00e0 t\u1ed1t, trong khi ng\u00e0nh ph\u1ea7n m\u1ec1m B2B \u0111i\u1ec3m t\u01b0\u01a1ng t\u1ef1 l\u1ea1i thu\u1ed9c m\u1ee9c th\u1ea5p. Benchmark theo ng\u00e0nh l\u00e0 y\u1ebfu t\u1ed1 b\u1eaft bu\u1ed9c khi ph\u00e2n t\u00edch.<\/p>\n<h2>Quy m\u00f4 m\u1eabu kh\u1ea3o s\u00e1t NPS<\/h2>\n<p>Kh\u00f4ng c\u00f3 con s\u1ed1 c\u1ed1 \u0111\u1ecbnh cho t\u1ea5t c\u1ea3 doanh nghi\u1ec7p, nh\u01b0ng c\u00f3 m\u1ed9t s\u1ed1 nguy\u00ean t\u1eafc th\u1ef1c ti\u1ec5n m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o:<\/p>\n<ul>\n<li><strong>T\u1ec7p kh\u00e1ch h\u00e0ng d\u01b0\u1edbi 1.000:<\/strong> t\u1ed1i thi\u1ec3u 30 ph\u1ea3n h\u1ed3i \u0111\u1ec3 c\u00f3 k\u1ebft qu\u1ea3 c\u00f3 \u00fd ngh\u0129a th\u1ed1ng k\u00ea.<\/li>\n<li><strong>T\u1ec7p kh\u00e1ch h\u00e0ng t\u1eeb h\u00e0ng ngh\u00ecn tr\u1edf l\u00ean:<\/strong> m\u1eabu t\u1eeb 3\u20135% tr\u00ean t\u1ed5ng t\u1ec7p, \u0111\u01b0\u1ee3c ph\u00e2n b\u1ed5 \u0111\u1ec1u theo ph\u00e2n kh\u00fac, k\u00eanh mua h\u00e0ng, \u0111\u1ed9 tu\u1ed5i v\u00e0 v\u00f9ng \u0111\u1ecba l\u00fd.<\/li>\n<\/ul>\n<p>M\u1ed9t sai l\u1ea7m ph\u1ed5 bi\u1ebfn l\u00e0 kh\u1ea3o s\u00e1t theo ki\u1ec3u &#8220;ai tr\u1ea3 l\u1eddi th\u00ec l\u1ea5y&#8221;, theo Bellsystem24 Vietnam \u0111i\u1ec1u n\u00e0y d\u1eabn \u0111\u1ebfn m\u1eabu b\u1ecb l\u1ec7ch v\u1ec1 ph\u00eda kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng (v\u00ec h\u1ecd d\u1ec5 ph\u1ea3n h\u1ed3i h\u01a1n) ho\u1eb7c kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng (v\u00ec h\u1ecd mu\u1ed1n ph\u00e0n n\u00e0n). \u0110\u1ec3 NPS ph\u1ea3n \u00e1nh \u0111\u00fang th\u1ef1c tr\u1ea1ng, c\u1ea7n thi\u1ebft k\u1ebf m\u1eabu \u0111\u1ea1i di\u1ec7n.<\/p>\n<h2>Hai lo\u1ea1i NPS doanh nghi\u1ec7p c\u1ea7n ph\u00e2n bi\u1ec7t<\/h2>\n<h3>Relational NPS (NPS quan h\u1ec7)<\/h3>\n<p>\u0110o \u0111\u1ecbnh k\u1ef3, th\u01b0\u1eddng theo qu\u00fd ho\u1eb7c theo n\u0103m \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 t\u1ed5ng th\u1ec3 s\u1ee9c kh\u1ecfe m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng. Ph\u00f9 h\u1ee3p \u0111\u1ec3 theo d\u00f5i xu h\u01b0\u1edbng d\u00e0i h\u1ea1n v\u00e0 so s\u00e1nh theo th\u1eddi gian.<\/p>\n<h3>Transactional NPS (NPS giao d\u1ecbch)<\/h3>\n<p>\u0110o ngay sau m\u1ed9t s\u1ef1 ki\u1ec7n c\u1ee5 th\u1ec3: sau cu\u1ed9c g\u1ecdi h\u1ed7 tr\u1ee3, sau khi giao h\u00e0ng, sau khi ho\u00e0n t\u1ea5t thanh to\u00e1n. Lo\u1ea1i n\u00e0y gi\u00fap x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c \u0111i\u1ec3m ch\u1ea1m n\u00e0o trong <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-experience-journey\/\">customer journey<\/a><\/span> \u0111ang t\u1ea1o ra v\u1ea5n \u0111\u1ec1.<\/p>\n<p>H\u1ea7u h\u1ebft doanh nghi\u1ec7p c\u00f3 n\u1ec1n t\u1ea3ng CX chuy\u00ean nghi\u1ec7p \u0111\u1ec1u \u0111o l\u01b0\u1eddng c\u1ea3 hai lo\u1ea1i song song.<\/p>\n<h2>NPS kh\u00e1c g\u00ec v\u1edbi CSAT v\u00e0 CES?<\/h2>\n<p>C\u1ea3 ba ch\u1ec9 s\u1ed1 \u0111\u1ec1u r\u1ea5t quan tr\u1ecdng trong vi\u1ec7c qu\u1ea3n tr\u1ecb <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-experience-3\/\">the customer experience<\/a><\/span>, nh\u01b0ng c\u00f3 nh\u1eefng g\u00f3c \u0111\u1ed9 \u0111\u00e1nh gi\u00e1 kh\u00e1c nhau:<\/p>\n<table>\n<thead>\n<tr>\n<th>Index<\/th>\n<th>C\u00e2u h\u1ecfi c\u1ed1t l\u00f5i<\/th>\n<th>\u0110o c\u00e1i g\u00ec<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>NPS<\/strong><\/td>\n<td>B\u1ea1n c\u00f3 gi\u1edbi thi\u1ec7u ch\u00fang t\u00f4i kh\u00f4ng?<\/td>\n<td>L\u00f2ng trung th\u00e0nh d\u00e0i h\u1ea1n<\/td>\n<\/tr>\n<tr>\n<td><span style=\"color: #ff6600;\"><strong><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\">CSAT<\/a><\/strong><\/span><\/td>\n<td>B\u1ea1n c\u00f3 h\u00e0i l\u00f2ng kh\u00f4ng?<\/td>\n<td>H\u00e0i l\u00f2ng t\u1ea1i m\u1ed9t \u0111i\u1ec3m ch\u1ea1m<\/td>\n<\/tr>\n<tr>\n<td><span style=\"color: #ff6600;\"><strong><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/quantify-and-evaluate-customer-satisfaction-scores\/\">CES<\/a><\/strong><\/span><\/td>\n<td>Vi\u1ec7c n\u00e0y c\u00f3 d\u1ec5 d\u00e0ng kh\u00f4ng?<\/td>\n<td>M\u1ee9c \u0111\u1ed9 n\u1ed7 l\u1ef1c kh\u00e1ch h\u00e0ng ph\u1ea3i b\u1ecf ra<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>Kh\u00f4ng c\u00f3 ch\u1ec9 s\u1ed1 n\u00e0o l\u00e0 &#8220;t\u1ed1t nh\u1ea5t&#8221;, ch\u00fang b\u1ed5 sung cho nhau. NPS ph\u00f9 h\u1ee3p \u0111\u1ec3 \u0111o l\u01b0\u1eddng chi\u1ebfn l\u01b0\u1ee3c, CSAT ph\u00f9 h\u1ee3p \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 t\u1eebng \u0111i\u1ec3m ch\u1ea1m c\u1ee5 th\u1ec3, c\u00f2n CES h\u1eefu \u00edch khi t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh d\u1ecbch v\u1ee5.<\/p>\n<h2>T\u1ea1i sao NPS quan tr\u1ecdng v\u1edbi doanh nghi\u1ec7p?<\/h2>\n<p>NPS kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 \u0111\u1ec3 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng d\u00e0i h\u1ea1n, n\u00f3 c\u00f3 t\u00e1c \u0111\u1ed9ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn k\u1ebft qu\u1ea3 kinh doanh c\u1ee7a doanh nghi\u1ec7p.<\/p>\n<h3>1. D\u1ef1 b\u00e1o t\u0103ng tr\u01b0\u1edfng doanh thu<\/h3>\n<p>Nghi\u00ean c\u1ee9u c\u1ee7a Bain &amp; Company ch\u1ec9 ra: ch\u1ec9 c\u1ea7n t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng th\u00eam <strong>5%<\/strong>, l\u1ee3i nhu\u1eadn doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u0103ng t\u1eeb <strong>25% \u0111\u1ebfn 95%<\/strong>. \u0110i\u1ec1u n\u00e0y x\u1ea3y ra v\u00ec chi ph\u00ed \u0111\u1ec3 gi\u1eef kh\u00e1ch h\u00e0ng c\u0169 lu\u00f4n th\u1ea5p h\u01a1n \u0111\u00e1ng k\u1ec3 so v\u1edbi chi ph\u00ed \u0111\u1ec3 khai th\u00e1c kh\u00e1ch h\u00e0ng m\u1edbi. NPS l\u00e0 c\u00f4ng c\u1ee5 c\u1ea3nh b\u00e1o s\u1edbm gi\u00fap doanh nghi\u1ec7p nh\u1eadn di\u1ec7n r\u1ee7i ro m\u1ea5t kh\u00e1ch tr\u01b0\u1edbc khi n\u00f3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn doanh thu.<\/p>\n<h3>2. X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m y\u1ebfu trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h3>\n<p>Khi NPS theo t\u1eebng \u0111i\u1ec3m ch\u1ea1m (transactional NPS) cho th\u1ea5y s\u1ef1 ch\u00eanh l\u1ec7ch l\u1edbn gi\u1eefa c\u00e1c k\u00eanh, v\u00ed d\u1ee5: \u0111i\u1ec3m t\u1ea1i c\u1eeda h\u00e0ng cao nh\u01b0ng \u0111i\u1ec3m sau cu\u1ed9c g\u1ecdi t\u1ed5ng \u0111\u00e0i th\u1ea5p, doanh nghi\u1ec7p c\u00f3 th\u1ec3 khoanh v\u00f9ng ch\u00ednh x\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ea7n x\u1eed l\u00fd. \u0110\u00e2y l\u00e0 l\u1ee3i th\u1ebf m\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 t\u1ed5ng h\u1ee3p kh\u00f4ng l\u00e0m \u0111\u01b0\u1ee3c. Tham kh\u1ea3o th\u00eam v\u1ec1 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-satisfaction-survey\/\">10 Customer Experience Metrics<\/a><\/span> \u0111\u1ec3 x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng \u0111o l\u01b0\u1eddng to\u00e0n di\u1ec7n h\u01a1n.<\/p>\n<h3>3. C\u00f3 c\u01a1 s\u1edf ra quy\u1ebft \u0111\u1ecbnh kinh doanh<\/h3>\n<p>NPS \u0111\u1ecbnh l\u01b0\u1ee3ng h\u00f3a nh\u1eefng g\u00ec th\u01b0\u1eddng ch\u1ec9 t\u1ed3n t\u1ea1i d\u01b0\u1edbi d\u1ea1ng c\u1ea3m nh\u1eadn ch\u1ee7 quan. Khi ban l\u00e3nh \u0111\u1ea1o c\u1ea7n quy\u1ebft \u0111\u1ecbnh ph\u00e2n b\u1ed5 ng\u00e2n s\u00e1ch, nh\u01b0 \u0111\u1ea7u t\u01b0 v\u00e0o ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 sau b\u00e1n, hay m\u1edf r\u1ed9ng k\u00eanh ph\u00e2n ph\u1ed1i, NPS c\u00f9ng d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh t\u1eeb c\u00e2u h\u1ecfi m\u1edf l\u00e0 c\u0103n c\u1ee9 th\u1ef1c ti\u1ec5n \u0111\u1ec3 \u0111\u01b0a ra l\u1ef1a ch\u1ecdn c\u00f3 c\u01a1 s\u1edf.<\/p>\n<h3>4. K\u00edch ho\u1ea1t v\u00f2ng l\u1eb7p c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c<\/h3>\n<p>NPS c\u00f3 gi\u00e1 tr\u1ecb nh\u1ea5t khi \u0111\u01b0\u1ee3c \u0111o \u0111\u1ec1u \u0111\u1eb7n v\u00e0 \u0111i k\u00e8m h\u00e0nh \u0111\u1ed9ng ph\u1ea3n h\u1ed3i (closed-loop). M\u1ed7i l\u1ea7n \u0111i\u1ec3m gi\u1ea3m l\u00e0 t\u00edn hi\u1ec7u \u0111\u1ec3 r\u00e0 so\u00e1t l\u1ea1i quy tr\u00ecnh; m\u1ed7i l\u1ea7n \u0111i\u1ec3m t\u0103ng l\u00e0 x\u00e1c nh\u1eadn r\u1eb1ng c\u1ea3i ti\u1ebfn \u0111ang c\u00f3 hi\u1ec7u qu\u1ea3. \u0110\u00e2y l\u00e0 n\u1ec1n t\u1ea3ng c\u1ee7a<span style=\"color: #ff6600;\"> <a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-experience-3\/\">v\u0103n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a><\/span> b\u1ec1n v\u1eefng.<\/p>\n<h2>Nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn khi tri\u1ec3n khai NPS<\/h2>\n<p><strong>\u0110o m\u1ed9t l\u1ea7n r\u1ed3i b\u1ecf qua:<\/strong> NPS ch\u1ec9 c\u00f3 gi\u00e1 tr\u1ecb khi theo d\u00f5i theo th\u1eddi gian. M\u1ed9t con s\u1ed1 \u0111\u01a1n l\u1ebb kh\u00f4ng cho bi\u1ebft xu h\u01b0\u1edbng \u0111ang \u0111i l\u00ean hay \u0111i xu\u1ed1ng. Th\u1eadm ch\u00ed, vi\u1ec7c \u0111o m\u1ed9t l\u1ea7n c\u00f2n c\u00f3 th\u1ec3 khi\u1ebfn doanh nghi\u1ec7p hi\u1ec3u sai, do t\u00e1c \u0111\u1ed9ng c\u00f3 th\u1ec3 \u0111\u1ebfn \u0111\u1ebfn t\u1eeb c\u00e1c y\u1ebfu t\u1ed1 kh\u00e1ch quan nh\u01b0 m\u00f9a v\u1ee5 (cao \u0111i\u1ec3m), bi\u1ebfn \u0111\u1ed9ng th\u1ecb tr\u01b0\u1eddng.<\/p>\n<p><strong>Kh\u00f4ng h\u00e0nh \u0111\u1ed9ng sau khi c\u00f3 k\u1ebft qu\u1ea3:<\/strong> Thu th\u1eadp ph\u1ea3n h\u1ed3i nh\u01b0ng kh\u00f4ng ph\u1ea3n h\u1ed3i l\u1ea1i kh\u00e1ch h\u00e0ng, \u0111\u1eb7c bi\u1ec7t l\u00e0 nh\u00f3m Detractors, vi\u1ec7c n\u00e0y s\u1ebd l\u00e0m gi\u1ea3m ni\u1ec1m tin v\u00e0 c\u00f3 th\u1ec3 khi\u1ebfn t\u00ecnh tr\u1ea1ng t\u1ec7 h\u01a1n. V\u00f2ng l\u1eb7p &#8220;measure \u2192 act \u2192 follow up&#8221; l\u00e0 b\u1eaft bu\u1ed9c.<\/p>\n<p><strong>T\u1ef1 so s\u00e1nh v\u1edbi benchmark to\u00e0n c\u1ea7u kh\u00f4ng ph\u00f9 h\u1ee3p:<\/strong> NPS trung b\u00ecnh to\u00e0n c\u1ea7u kh\u00f4ng ph\u1ea3i chu\u1ea9n so s\u00e1nh cho m\u1ecdi ng\u00e0nh v\u00e0 m\u1ecdi th\u1ecb tr\u01b0\u1eddng. Doanh nghi\u1ec7p c\u1ea7n benchmark theo ng\u00e0nh, theo th\u1ecb tr\u01b0\u1eddng \u0111\u1ecba l\u00fd v\u00e0 theo giai \u0111o\u1ea1n t\u0103ng tr\u01b0\u1edfng c\u1ee7a ch\u00ednh m\u00ecnh.<\/p>\n<p><strong>Kh\u1ea3o s\u00e1t thi\u1ebfu \u0111\u1ea1i di\u1ec7n:<\/strong> Ch\u1ec9 g\u1eedi kh\u1ea3o s\u00e1t qua email s\u1ebd b\u1ecf l\u1ecdt kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c qua \u0111i\u1ec7n tho\u1ea1i, m\u1ea1ng x\u00e3 h\u1ed9i ho\u1eb7c t\u1ea1i \u0111i\u1ec3m b\u00e1n. M\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh NPS to\u00e0n di\u1ec7n c\u1ea7n ph\u1ee7 \u0111a k\u00eanh.<\/p>\n<h2>C\u00e1ch c\u1ea3i thi\u1ec7n \u0111i\u1ec3m NPS<\/h2>\n<p>Sau khi \u0111o l\u01b0\u1eddng, b\u01b0\u1edbc ti\u1ebfp theo m\u1edbi l\u00e0 ph\u1ea7n quan tr\u1ecdng nh\u1ea5t:<\/p>\n<p><strong>V\u1edbi nh\u00f3m Detractors<\/strong><\/p>\n<p>\u01afu ti\u00ean li\u00ean h\u1ec7 tr\u1ef1c ti\u1ebfp trong v\u00f2ng 24\u201348 gi\u1edd. M\u1ee5c ti\u00eau kh\u00f4ng ph\u1ea3i l\u00e0 thay \u0111\u1ed5i \u0111i\u1ec3m s\u1ed1 m\u00e0 l\u00e0 hi\u1ec3u v\u1ea5n \u0111\u1ec1 v\u00e0 gi\u1ea3i quy\u1ebft th\u1ef1c ch\u1ea5t. Nhi\u1ec1u doanh nghi\u1ec7p th\u00e0nh c\u00f4ng bi\u1ebfn Detractors th\u00e0nh Promoters ch\u1ec9 b\u1eb1ng m\u1ed9t cu\u1ed9c g\u1ecdi x\u1eed l\u00fd khi\u1ebfu n\u1ea1i \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n \u0111\u00fang c\u00e1ch<\/p>\n<p>Xem th\u00eam v\u1ec1 <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/handling-customer-complaints\/\">quy tr\u00ecnh x\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/a>.<\/p>\n<p><strong>V\u1edbi nh\u00f3m Passives<\/strong><\/p>\n<p>\u0110\u00e2y l\u00e0 c\u01a1 h\u1ed9i d\u1ec5 b\u1ecf l\u1ee1 nh\u1ea5t. M\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh loyalty ph\u00f9 h\u1ee3p, m\u1ed9t cu\u1ed9c follow-up \u0111\u00fang l\u00fac, ho\u1eb7c m\u1ed9t c\u1ea3i ti\u1ebfn nh\u1ecf trong d\u1ecbch v\u1ee5 \u0111\u1ec1u c\u00f3 th\u1ec3 chuy\u1ec3n nh\u00f3m n\u00e0y th\u00e0nh Promoters.<\/p>\n<p><strong>V\u1edbi nh\u00f3m Promoters<\/strong><\/p>\n<p>T\u1ea1o \u0111i\u1ec1u ki\u1ec7n \u0111\u1ec3 h\u1ecd d\u1ec5 gi\u1edbi thi\u1ec7u nhi\u1ec1u h\u01a1n, v\u00ed d\u1ee5 nh\u01b0 ch\u01b0\u01a1ng tr\u00ecnh referral, n\u1ed9i dung d\u1ec5 chia s\u1ebb, ho\u1eb7c \u0111\u01a1n gi\u1ea3n l\u00e0 c\u1ea3m \u01a1n h\u1ecd m\u1ed9t c\u00e1ch ch\u00e2n th\u00e0nh.<\/p>\n<p>V\u1ec1 d\u00e0i h\u1ea1n, c\u1ea3i thi\u1ec7n NPS \u0111\u1ebfn t\u1eeb vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng, t\u1eeb \u0111i\u1ec3m ch\u1ea1m \u0111\u1ea7u ti\u00ean \u0111\u1ebfn d\u1ecbch v\u1ee5 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/post-sales-customer-care\/\">ch\u0103m s\u00f3c sau b\u00e1n h\u00e0ng<\/a><\/span>.<\/p>\n<h2>Bellsystem24 Vietnam h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng v\u00e0 c\u1ea3i thi\u1ec7n NPS nh\u01b0 th\u1ebf n\u00e0o?<\/h2>\n<p>\u0110o NPS kh\u00f4ng ch\u1ec9 l\u00e0 g\u1eedi m\u1ed9t b\u1ea3ng kh\u1ea3o s\u00e1t. \u0110\u1ec3 ch\u1ec9 s\u1ed1 n\u00e0y th\u1ef1c s\u1ef1 c\u00f3 gi\u00e1 tr\u1ecb, doanh nghi\u1ec7p c\u1ea7n m\u1ed9t h\u1ec7 th\u1ed1ng thu th\u1eadp d\u1eef li\u1ec7u \u0111a k\u00eanh, quy tr\u00ecnh ph\u00e2n t\u00edch b\u00e0i b\u1ea3n, v\u00e0 \u0111\u1ed9i ng\u0169 c\u00f3 kh\u1ea3 n\u0103ng ph\u1ea3n h\u1ed3i k\u1ecbp th\u1eddi v\u1edbi t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng.<\/p>\n<p>Bellsystem24 Vietnam h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p tri\u1ec3n khai ch\u01b0\u01a1ng tr\u00ecnh \u0111o l\u01b0\u1eddng NPS to\u00e0n di\u1ec7n, bao g\u1ed3m:<\/p>\n<ul>\n<li><strong>Kh\u1ea3o s\u00e1t \u0111a k\u00eanh:<\/strong> Tho\u1ea1i (Contact Center), SMS, email, chat, kh\u1ea3o s\u00e1t tr\u1ef1c ti\u1ebfp. \u0110\u1ea3m b\u1ea3o m\u1eabu \u0111\u1ee7 \u0111\u1ea1i di\u1ec7n v\u00e0 kh\u00f4ng b\u1ecf l\u1ecdt t\u1ec7p kh\u00e1ch h\u00e0ng n\u00e0o.<\/li>\n<li><strong>Ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u00e0 ph\u00e2n lo\u1ea1i nh\u00f3m:<\/strong> Promoters, Passives, Detractors \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i t\u1ef1 \u0111\u1ed9ng, k\u00e8m ph\u00e2n t\u00edch nguy\u00ean nh\u00e2n t\u1eeb c\u00e2u tr\u1ea3 l\u1eddi m\u1edf.<\/li>\n<li><strong>Closed-loop follow-up:<\/strong> \u0110\u1ed9i ng\u0169 CSKH \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o \u0111\u1ec3 x\u1eed l\u00fd ph\u1ea3n h\u1ed3i Detractors theo quy tr\u00ecnh chu\u1ea9n, gi\u1ea3m thi\u1ec3u r\u1ee7i ro m\u1ea5t kh\u00e1ch v\u00e0 c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 theo th\u1eddi gian.<\/li>\n<li><strong>D\u1ecbch v\u1ee5 Mystery Shopping:<\/strong> K\u1ebft h\u1ee3p v\u1edbi <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/mystery-shopping-service\/\">mystery shopper<\/a><\/span> \u0111\u1ec3 ki\u1ec3m tra ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 t\u1ea1i t\u1eebng \u0111i\u1ec3m ch\u1ea1m, \u0111\u00e2y l\u00e0 m\u1ed9t l\u1edbp d\u1eef li\u1ec7u b\u1ed5 sung quan tr\u1ecdng m\u00e0 NPS \u0111\u01a1n thu\u1ea7n kh\u00f4ng cung c\u1ea5p \u0111\u01b0\u1ee3c.<\/li>\n<\/ul>\n<p>With <strong>20 n\u0103m kinh nghi\u1ec7m<\/strong> trong l\u0129nh v\u1ef1c Contact Center &amp; BPO, <strong>500.000 t\u01b0\u01a1ng t\u00e1c x\u1eed l\u00fd m\u1ed7i ng\u00e0y<\/strong> v\u00e0 \u0111\u1ed9i ng\u0169 v\u1eadn h\u00e0nh \u0111\u1ea1t <strong>SLA 95%<\/strong>, Bellsystem24 Vietnam \u0111\u00e3 h\u1ed7 tr\u1ee3 h\u00e0ng ch\u1ee5c doanh nghi\u1ec7p trong ng\u00e0nh t\u00e0i ch\u00ednh, vi\u1ec5n th\u00f4ng, b\u00e1n l\u1ebb v\u00e0 FMCG x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1ec1n v\u1eefng.<\/p>\n<h2>Conclusion<\/h2>\n<p>NPS l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 \u0111\u01a1n gi\u1ea3n v\u1ec1 h\u00ecnh th\u1ee9c nh\u01b0ng \u0111\u00f2i h\u1ecfi s\u1ef1 \u0111\u1ea7u t\u01b0 nghi\u00eam t\u00fac trong tri\u1ec3n khai v\u00e0 h\u00e0nh \u0111\u1ed9ng theo sau. Doanh nghi\u1ec7p n\u00e0o \u0111o NPS \u0111\u00fang c\u00e1ch, theo d\u00f5i \u0111\u1ec1u \u0111\u1eb7n v\u00e0 c\u00f3 quy tr\u00ecnh ph\u1ea3n h\u1ed3i kh\u00e9p k\u00edn s\u1ebd c\u00f3 l\u1ee3i th\u1ebf r\u00f5 r\u00e0ng trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng.<\/p>\n<p>\u0110i\u1ec3m kh\u1edfi \u0111\u1ea7u kh\u00f4ng quan tr\u1ecdng b\u1eb1ng xu h\u01b0\u1edbng \u2014 NPS t\u0103ng 5 \u0111i\u1ec3m m\u1ed7i qu\u00fd l\u00e0 t\u00edn hi\u1ec7u t\u00edch c\u1ef1c h\u01a1n nhi\u1ec1u so v\u1edbi m\u1ed9t con s\u1ed1 cao nh\u01b0ng \u0111\u1ee9ng y\u00ean.<\/p>\n<hr \/>\n<p><strong>Bellsystem24 Vietnam<\/strong> c\u00f3 th\u1ec3 \u0111\u1ed3ng h\u00e0nh c\u00f9ng doanh nghi\u1ec7p trong vi\u1ec7c thi\u1ebft k\u1ebf v\u00e0 v\u1eadn h\u00e0nh ch\u01b0\u01a1ng tr\u00ecnh \u0111o l\u01b0\u1eddng NPS ph\u00f9 h\u1ee3p v\u1edbi quy m\u00f4 v\u00e0 ng\u00e0nh ngh\u1ec1 c\u1ee5 th\u1ec3. Li\u00ean h\u1ec7 \u0111\u1ed9i ng\u0169 t\u01b0 v\u1ea5n:<\/p>\n<ul>\n<li><strong>Hotline:<\/strong> 1900 1739<\/li>\n<li><strong>E-mail:<\/strong> contact@bs24vietnam.vn<\/li>\n<li><strong>Website:<\/strong> https:\/\/bell24vietnam.vn\/lien-he\/<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>NPS l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c h\u01a1n 65% doanh nghi\u1ec7p Fortune 500 \u00e1p d\u1ee5ng. T\u00ecm hi\u1ec3u c\u00e1ch t\u00ednh, \u0111\u00e1nh gi\u00e1 v\u00e0 c\u1ea3i thi\u1ec7n NPS hi\u1ec7u qu\u1ea3.<\/p>","protected":false},"author":1,"featured_media":17277,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[8],"tags":[38,39],"class_list":["post-5789","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-ex-loyalty","tag-customer-loyalty","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>NPS l\u00e0 g\u00ec? C\u00e1ch \u0111o l\u01b0\u1eddng v\u00e0 n\u00e2ng cao ch\u1ec9 s\u1ed1 Net Promoter Score - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"NPS l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c h\u01a1n 65% doanh nghi\u1ec7p Fortune 500 \u00e1p d\u1ee5ng. T\u00ecm hi\u1ec3u c\u00e1ch t\u00ednh, \u0111\u00e1nh gi\u00e1 v\u00e0 c\u1ea3i thi\u1ec7n NPS hi\u1ec7u qu\u1ea3.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"NPS l\u00e0 g\u00ec? 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T\u00ecm hi\u1ec3u c\u00e1ch t\u00ednh, \u0111\u00e1nh gi\u00e1 v\u00e0 c\u1ea3i thi\u1ec7n NPS hi\u1ec7u qu\u1ea3.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\" \/>\n<meta property=\"og:site_name\" content=\"Bellsystem24 Vietnam\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/BELLSYSTEM24.VIETNAM\" \/>\n<meta property=\"article:published_time\" content=\"2022-09-13T02:23:16+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-05T03:51:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/677e2d772270872ede61-01.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1280\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"bsvadmin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"bsvadmin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"14 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/bell24vietnam.vn\/cx-ex-loyalty\/kien-thuc-ve-nps-va-cach-do-luong-danh-gia\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/bell24vietnam.vn\/cx-ex-loyalty\/kien-thuc-ve-nps-va-cach-do-luong-danh-gia\/\"},\"author\":{\"name\":\"bsvadmin\",\"@id\":\"https:\/\/bell24vietnam.vn\/#\/schema\/person\/22f4db425821e880594b98e83552c84d\"},\"headline\":\"NPS l\u00e0 g\u00ec? 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