{"id":8194,"date":"2024-07-03T04:28:31","date_gmt":"2024-07-03T04:28:31","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=8194"},"modified":"2024-09-25T10:40:25","modified_gmt":"2024-09-25T03:40:25","slug":"do-luong-nps-csat-trong-nganh-ngan-hang","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/do-luong-nps-csat-trong-nganh-ngan-hang\/","title":{"rendered":"Measuring NPS, CSAT in the banking industry"},"content":{"rendered":"

T\u1ef7 l\u1ec7 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng Ng\u00e2n h\u00e0ng t\u1ea1i Vi\u1ec7t Nam \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 kh\u00e1 th\u1ea5p. M\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a nhi\u1ec1u ng\u00e2n h\u00e0ng kh\u00e1c nhau. B\u1edfi v\u1eady, vi\u1ec7c \u0111\u1ea3m b\u1ea3o v\u00e0 li\u00ean t\u1ee5c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c d\u1ecbch v\u1ee5 Banking l\u00e0 c\u1ea7n thi\u1ebft.\u00a0<\/span>H\u00e3y \u0111\u1ecdc ti\u1ebfp b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec3 tham kh\u1ea3o c\u00e1ch \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ee7a ng\u00e0nh Ng\u00e2n h\u00e0ng qua ch\u1ec9 s\u1ed1 NPS v\u00e0 CSAT.\u00a0<\/span><\/em><\/b><\/p>\n

T\u1ea1i sao NPS\/CSAT l\u1ea1i quan tr\u1ecdng trong cu\u1ed9c \u0111ua c\u00f4ng ngh\u1ec7 s\u1ed1 Ng\u00e2n H\u00e0ng\u00a0<\/span><\/i><\/h2>\n

Banking is identified as one of the eight sectors that need to prioritize digital transformation. Vietnam's rate of digital adaptation and transformation is quite fast. According to research by Personal Finance Monitor, the rate of using e-banking applications in Vietnam t\u0103ng g\u1ea5p 3 l\u1ea7n trong v\u00f2ng 4 n\u0103m t\u1eeb 2017) \u0111\u1ebfn 2021.<\/strong><\/span><\/p>\n

Vi\u1ec7c d\u1ec5 d\u00e0ng m\u1edf t\u00e0i kho\u1ea3n, \u0111\u0103ng k\u00fd d\u1ecbch v\u1ee5 tr\u00ean n\u1ec1n t\u1ea3ng s\u1ed1 h\u00f3a cho kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u l\u1ef1a ch\u1ecdn h\u01a1n. B\u1edfi v\u1eady t\u1ef7 l\u1ec7 trung th\u00e0nh c\u1ee7a ng\u01b0\u1eddi Vi\u1ec7t kh\u00e1 th\u1ea5p \u0111\u1ed1i v\u1edbi c\u00e1c Ng\u00e2n h\u00e0ng. M\u1ed9t ch\u1ee7 th\u1ec3 c\u00f3 th\u1ec3 m\u1edf t\u00e0i kho\u1ea3n ti\u00eau d\u00f9ng t\u1ea1i ng\u00e2n h\u00e0ng A nh\u01b0ng g\u1eedi ti\u1ebft ki\u1ec7m \u1edf ng\u00e2n h\u00e0ng B, t\u1ea1o ra t\u1ef7 l\u1ec7 s\u1edf h\u1eefu ch\u00e9o t\u00e0i kho\u1ea3n ng\u00e2n h\u00e0ng kh\u00e1 cao.<\/span><\/p>\n

\"\"<\/p>\n

Cu\u1ed9c \u0111ua c\u00f4ng ngh\u1ec7 \u0111\u00e3 \u0111\u1eb7t ra b\u00e0i to\u00e1n kh\u00f3 cho doanh nghi\u1ec7p trong vi\u1ec7c t\u0103ng tr\u1ea3i nghi\u1ec7m h\u00e0i l\u00f2ng nh\u1eb1m gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. Ch\u00ednh b\u1edfi v\u1eady CSAT l\u00e0 ch\u1ec9 s\u1ed1 c\u1ef1c k\u1ef3 quan tr\u1ecdng trong th\u1eddi k\u1ef3 s\u1ed1 c\u1ee7a Ng\u00e2n h\u00e0ng.<\/span><\/p>\n

How to Measure NPS\/CSAT in Banking<\/span><\/i><\/h2>\n

\u0110\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c NPS\/CSAT tr\u01b0\u1edbc ti\u00ean c\u1ea7n x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c c\u00e1c \u0111i\u1ec3m ch\u1ea1m c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u1edbi c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a Ng\u00e2n h\u00e0ng. M\u1ed9t s\u1ed1 \u0111i\u1ec3m ch\u1ea1m c\u00f3 th\u1ec3 k\u1ec3 \u0111\u1ebfn:<\/span><\/p>\n

    \n
  • V\u0103n ph\u00f2ng giao d\u1ecbch<\/span><\/li>\n
  • C\u00e2y ATM<\/span><\/li>\n
  • Live Banking<\/span><\/li>\n
  • Mobile Banking<\/span><\/li>\n
  • Contact Center<\/span><\/li>\n
  • Thanh to\u00e1n online\u00a0<\/span><\/li>\n
  • Trung t\u00e2m th\u01b0\u01a1ng m\u1ea1i,\u00a0<\/span><\/li>\n<\/ul>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng NPS\/CSAT:<\/b><\/p>\n

      \n
    • Thi\u1ebft l\u1eadp b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng cho t\u1eebng k\u00eanh ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
    • T\u00ednh \u0111i\u1ec3m CSAT theo c\u00f4ng th\u1ee9c:\u00a0<\/span><\/li>\n<\/ul>\n

      CSAT = (T\u1ed5ng \u0111i\u1ec3m \/ S\u1ed1 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi kh\u1ea3o s\u00e1t) X 10<\/b><\/p>\n\n\n\n\n
      NPS<\/b><\/td>\n=<\/b><\/td>\n% (Promoters)<\/b><\/td>\n–<\/b><\/td>\n% (Detractors)<\/b><\/td>\n<\/tr>\n
      <\/td>\n<\/td>\n(Ng\u01b0\u1eddi s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m t\u1edbi b\u1ea1n b\u00e8)<\/span><\/i><\/td>\n<\/td>\n(Kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng. S\u1eb5n s\u00e0ng ch\u00ea bai s\u1ea3n ph\u1ea9m)<\/span><\/i><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
        \n
      • Ti\u1ebfn h\u00e0nh \u0111\u00e1nh gi\u00e1 ch\u1ec9 s\u1ed1 v\u00e0 c\u00f3 c\u00e1c ph\u01b0\u01a1ng \u00e1n \u0111i\u1ec1u ch\u1ec9nh ph\u00f9 h\u1ee3p cho t\u1eebng k\u00eanh ti\u1ebfp x\u00fac.<\/span><\/li>\n
      • Quy tr\u00ecnh \u0111o l\u01b0\u1eddng NPS\/CSAT t\u1ea1i d\u1ef1 \u00e1n cho Ng\u00e2n h\u00e0ng qu\u1ed1c t\u1ebf C<\/b><\/li>\n<\/ul>\n\n\n\n\n
        Ng\u00e2n h\u00e0ng C<\/b><\/td>\nVai tr\u00f2 Bellsystem24 Vi\u1ec7t Nam<\/b><\/td>\n<\/tr>\n
        Ng\u00e2n h\u00e0ng qu\u1ed1c t\u1ebf c\u00f3 tr\u1ee5 s\u1edf t\u1ea1i New York, M\u1ef9 – chuy\u00ean cung c\u1ea5p c\u00e1c d\u1ecbch v\u1ee5 t\u00e0i ch\u00ednh v\u00e0 m\u1edf th\u1ebb t\u00edn d\u1ee5ng.<\/span><\/td>\nM\u1ed9t Contact center ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, h\u1ed7 tr\u1ee3 b\u00e1n th\u1ebb t\u00edn d\u1ee5ng cho Ng\u00e2n h\u00e0ng Qu\u1ed1c t\u1ebf C.<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

        Ch\u00fang t\u00f4i tu\u00e2n th\u1ee7 nghi\u00eam ng\u1eb7t nh\u1eefng quy tr\u00ecnh t\u1eeb ph\u00eda \u0111\u1ed1i t\u00e1c v\u00e0 tri\u1ec3n khai th\u1ef1c hi\u1ec7n \u0111\u00e1nh gi\u00e1 ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u1edf th\u1ebb t\u00edn d\u1ee5ng b\u1eb1ng c\u00e1c nghi\u1ec7p v\u1ee5 chuy\u00ean m\u00f4n.<\/span><\/p>\n

          \n
        • Sau khi kh\u00e1ch h\u00e0ng m\u1edf th\u1ebb th\u00e0nh c\u00f4ng. Nh\u00e2n vi\u00ean s\u1ebd ti\u1ebfn h\u00e0nh th\u1ef1c hi\u1ec7n Happy call \u0111\u1ec3 h\u01b0\u1edbng d\u1eabn k\u00edch ho\u1ea1t th\u1ebb, gi\u1ea3i \u0111\u00e1p nh\u1eefng th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng. H\u01b0\u1edbng d\u1eabn \u0111\u1ecba \u0111i\u1ec3m mua s\u1eafm \u1edf \u0111\u00e2u s\u1ebd \u0111\u01b0\u1ee3c h\u01b0\u1edfng ch\u00ednh s\u00e1ch ho\u00e0n ti\u1ec1n c\u1ee7a Ng\u00e2n h\u00e0ng C.<\/span><\/li>\n
        • \u0110\u1ed3ng th\u1eddi ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng theo bi\u1ec3u m\u1eabu c\u00e2u h\u1ecfi.<\/span><\/li>\n<\/ul>\n

          Bi\u1ec3u m\u1eabu kh\u1ea3o s\u00e1t v\u1ec1 d\u1ecbch v\u1ee5 ng\u00e2n h\u00e0ng C v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/i><\/p>\n

            \n
          • Sau m\u1ed9t th\u1eddi gian s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 th\u1ebb t\u00edn d\u1ee5ng, nh\u00e2n vi\u00ean s\u1ebd ti\u1ebfn h\u00e0nh li\u00ean h\u1ec7 l\u1ea1i v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t l\u1ea7n n\u1eefa \u0111\u1ec3 kh\u1ea3o s\u00e1t xem kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ee5c tr\u1eb7c g\u00ec trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng v\u00e0 c\u1ea3m nh\u1eadn khi s\u1eed d\u1ee5ng th\u1ebb.<\/span><\/li>\n
          • N\u1ebfu kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng, b\u1eb1ng c\u00e1c nghi\u1ec7p v\u1ee5 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o chuy\u00ean s\u00e2u, agent s\u1ebd khai th\u00e1c th\u00f4ng tin v\u1ec1 t\u00ednh s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u, chia s\u1ebb th\u00f4ng tin c\u1ee7a ng\u01b0\u1eddi th\u00e2n\/b\u1ea1n b\u00e8\/\u0111\u1ed3ng nghi\u1ec7p c\u00f9ng tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 th\u1ebb t\u00edn d\u1ee5ng c\u1ee7a Ng\u00e2n h\u00e0ng C.<\/span><\/li>\n<\/ul>\n

             <\/p>\n

            K\u1ebft qu\u1ea3 \u0111\u1ea1t \u0111\u01b0\u1ee3c:<\/b><\/p>\n

              \n
            • Trung b\u00ecnh ch\u1ec9 sau 3 cu\u1ed9c g\u1ecdi, kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u1ed3ng \u00fd m\u1edf th\u1ebb t\u00edn d\u1ee5ng<\/span><\/li>\n
            • C\u00f3 \u0111\u1ebfn h\u01a1n 80% kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng chia s\u1ebb th\u00f4ng tin c\u1ee7a ng\u01b0\u1eddi th\u00e2n\/b\u1ea1n b\u00e8\/\u0111\u1ed3ng nghi\u1ec7p c\u00f9ng tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 th\u1ebb t\u00edn d\u1ee5ng ng\u00e2n h\u00e0ng C<\/span><\/li>\n<\/ul>\n

              Li\u00ean h\u1ec7 v\u1edbi Bellsystem24 Vi\u1ec7t Nam \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n c\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng trong d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Ch\u00fang t\u00f4i v\u1edbi 16 n\u0103m kinh nghi\u1ec7m trong l\u0129nh v\u1ef1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng l\u1eafng nghe v\u00e0 gi\u1ea3i quy\u1ebft nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u1ee7a doanh nghi\u1ec7p!<\/span><\/p>\n

              <\/div>","protected":false},"excerpt":{"rendered":"

              T\u1ef7 l\u1ec7 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng Ng\u00e2n h\u00e0ng t\u1ea1i Vi\u1ec7t Nam \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 kh\u00e1 th\u1ea5p. M\u1ed9t kh\u00e1ch h\u00e0ng […]<\/p>","protected":false},"author":1,"featured_media":16418,"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":"","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":[12],"tags":[81],"class_list":["post-8194","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc","tag-tai-chinh-ngan-hang"],"acf":[],"yoast_head":"\n\u0110o l\u01b0\u1eddng NPS, CSAT trong ng\u00e0nh ng\u00e2n h\u00e0ng - Bellsystem24 Vietnam<\/title>\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\/knowledge\/do-luong-nps-csat-trong-nganh-ngan-hang\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u0110o l\u01b0\u1eddng NPS, CSAT trong ng\u00e0nh ng\u00e2n h\u00e0ng - Bellsystem24 Vietnam\" \/>\n<meta property=\"og:description\" content=\"T\u1ef7 l\u1ec7 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng Ng\u00e2n h\u00e0ng t\u1ea1i Vi\u1ec7t Nam \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 kh\u00e1 th\u1ea5p. 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