{"id":9946,"date":"2023-06-07T10:07:43","date_gmt":"2023-06-07T03:07:43","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=9946"},"modified":"2026-06-26T12:21:37","modified_gmt":"2026-06-26T05:21:37","slug":"which-nps-csat-or-ces-score-is-the-best-to-use","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/which-nps-csat-or-ces-score-is-the-best-to-use\/","title":{"rendered":"\u0110o l\u01b0\u1eddng CX: Ph\u00e2n bi\u1ec7t NPS, CSAT, CES v\u00e0 c\u00e1ch ch\u1ecdn \u0111\u00fang ch\u1ec9 s\u1ed1"},"content":{"rendered":"<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"8:1-8:221;312-532\">Doanh nghi\u1ec7p \u0111ang tri\u1ec3n khai kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng m\u1ed7i th\u00e1ng, nh\u01b0ng kh\u00f4ng bi\u1ebft s\u1ed1 li\u1ec7u \u0111\u00f3 th\u1ef1c s\u1ef1 n\u00f3i l\u00ean \u0111i\u1ec1u g\u00ec. Ho\u1eb7c \u0111ang d\u00f9ng NPS v\u00ec \u0111\u1ed1i th\u1ee7 d\u00f9ng NPS, d\u00f9 ch\u01b0a r\u00f5 ch\u1ec9 s\u1ed1 n\u00e0y c\u00f3 ph\u00f9 h\u1ee3p v\u1edbi giai \u0111o\u1ea1n hi\u1ec7n t\u1ea1i hay kh\u00f4ng.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"10:1-10:366;534-899\">\u0110\u00e2y l\u00e0 t\u00ecnh hu\u1ed1ng ph\u1ed5 bi\u1ebfn \u1edf nhi\u1ec1u doanh nghi\u1ec7p khi b\u1eaft \u0111\u1ea7u quan t\u00e2m \u0111\u1ebfn \u0111o l\u01b0\u1eddng CX (Customer Experience). C\u00f3 ba ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c nh\u1eafc \u0111\u1ebfn nhi\u1ec1u nh\u1ea5t \u2014 NPS, CSAT v\u00e0 CES, ch\u00fang kh\u00f4ng ph\u1ea3i \u0111\u1ec3 thay th\u1ebf nhau m\u00e0 l\u00e0 ba g\u00f3c nh\u00ecn kh\u00e1c nhau v\u1ec1 c\u00f9ng m\u1ed9t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. Ch\u1ecdn sai ch\u1ec9 s\u1ed1 \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c kh\u00f4ng ph\u1ea3n \u00e1nh \u0111\u00fang v\u1ea5n \u0111\u1ec1 c\u1ea7n gi\u1ea3i quy\u1ebft.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"12:1-12:137;901-1037\">B\u00e0i vi\u1ebft n\u00e0y s\u1ebd ph\u00e2n t\u00edch c\u1ee5 th\u1ec3 t\u1eebng ch\u1ec9 s\u1ed1, c\u00e1ch t\u00ednh, \u00fd ngh\u0129a, gi\u1edbi h\u1ea1n, v\u00e0 g\u1ee3i \u00fd c\u00e1ch l\u1ef1a ch\u1ecdn ph\u00f9 h\u1ee3p theo t\u1eebng m\u1ee5c ti\u00eau kinh doanh.<\/p>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" data-sourcepos=\"16:1-16:53;1044-1096\">T\u1ea1i sao \u0111o l\u01b0\u1eddng CX l\u00e0 \u01b0u ti\u00ean kh\u00f4ng th\u1ec3 tr\u00ec ho\u00e3n?<\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"18:1-18:284;1098-1381\">Theo Gartner, h\u01a1n <strong>2\/3 doanh nghi\u1ec7p<\/strong> hi\u1ec7n c\u1ea1nh tranh ch\u1ee7 y\u1ebfu d\u1ef1a tr\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, nhi\u1ec1u h\u01a1n b\u1ea5t k\u1ef3 y\u1ebfu t\u1ed1 n\u00e0o kh\u00e1c, k\u1ec3 c\u1ea3 gi\u00e1 v\u00e0 s\u1ea3n ph\u1ea9m. Tuy nhi\u00ean, ph\u1ea7n l\u1edbn doanh nghi\u1ec7p v\u1eabn \u0111ang \u0111o l\u01b0\u1eddng CX theo c\u1ea3m t\u00ednh ho\u1eb7c d\u1ef1a v\u00e0o ph\u1ea3n h\u1ed3i ng\u1eabu nhi\u00ean thay v\u00ec d\u1eef li\u1ec7u c\u00f3 h\u1ec7 th\u1ed1ng.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"20:1-20:155;1383-1537\">H\u1eadu qu\u1ea3 l\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00f4ng \u0111\u01b0\u1ee3c ph\u00e1t hi\u1ec7n s\u1edbm, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf t\u0103ng d\u1ea7n m\u00e0 doanh nghi\u1ec7p ch\u1ec9 nh\u1eadn ra khi doanh thu \u0111\u00e3 b\u1ecb \u1ea3nh h\u01b0\u1edfng. Th\u1ebf n\u00ean, \u0111o l\u01b0\u1eddng CX b\u1eb1ng c\u00e1c ch\u1ec9 s\u1ed1 \u0111\u1ecbnh l\u01b0\u1ee3ng gi\u00fap doanh nghi\u1ec7p:<\/p>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\" data-sourcepos=\"24:1-27:56;1598-1830\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"24:1-24:58;1598-1655\">X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m ch\u1ea1m n\u00e0o \u0111ang t\u1ea1o ra tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"25:1-25:44;1656-1699\">Theo d\u00f5i xu h\u01b0\u1edbng thay \u0111\u1ed5i theo th\u1eddi gian<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"26:1-26:75;1700-1774\">So s\u00e1nh hi\u1ec7u qu\u1ea3 gi\u1eefa c\u00e1c k\u00eanh, nh\u00f3m kh\u00e1ch h\u00e0ng, ho\u1eb7c giai \u0111o\u1ea1n v\u1eadn h\u00e0nh<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"27:1-27:56;1775-1830\">\u0110\u01b0a ra quy\u1ebft \u0111\u1ecbnh c\u1ea3i thi\u1ec7n c\u00f3 c\u01a1 s\u1edf thay v\u00ec suy \u0111o\u00e1n<\/li>\n<\/ul>\n<h2><b>NPS \u2013 Net Promoter Score<\/b><\/h2>\n<p>NPS is a measure of how likely customers are to continue using your product and recommend it to others.<\/p>\n<p><span style=\"font-weight: 400;\">NPS answers the question \u201cHow likely are you to recommend (company, product, service, etc.) to a friend or colleague?\u201d. This metric can help measure the quality of a company\u2019s products and services. It also provides valuable data on the likelihood of generating new orders from existing customers.<\/span><\/p>\n<blockquote><p><b><i>NPS Formula = % Promoters \u2013 % Detractors<\/i><\/b><\/p><\/blockquote>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-19310 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS2.png\" alt=\"NPS score\" width=\"1201\" height=\"600\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS2.png 1201w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS2-300x150.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS2-1024x512.png 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS2-768x384.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/09\/NPS2-18x9.png 18w\" sizes=\"(max-width: 1201px) 100vw, 1201px\" \/><\/p>\n<p>NPS dao \u0111\u1ed9ng t\u1eeb -100 \u0111\u1ebfn +100. Th\u00f4ng th\u01b0\u1eddng, NPS tr\u00ean 0 l\u00e0 ch\u1ea5p nh\u1eadn \u0111\u01b0\u1ee3c, tr\u00ean 50 l\u00e0 t\u1ed1t, tr\u00ean 70 l\u00e0 xu\u1ea5t s\u1eafc, tuy nhi\u00ean ng\u01b0\u1ee1ng tham chi\u1ebfu c\u00f2n ph\u1ee5 thu\u1ed9c v\u00e0o t\u1eebng ng\u00e0nh.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" data-sourcepos=\"49:1-49:34;2627-2660\">\u0110i\u1ec3m m\u1ea1nh v\u00e0 gi\u1edbi h\u1ea1n c\u1ee7a NPS<\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"51:1-51:249;2662-2910\">NPS ph\u1ea3n \u00e1nh c\u1ea3m nh\u1eadn t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"51:1-51:249;2662-2910\">\u0110\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 d\u1ef1 b\u00e1o d\u00e0i h\u1ea1n, doanh nghi\u1ec7p c\u00f3 NPS cao th\u01b0\u1eddng c\u00f3 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n v\u00e0 chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi th\u1ea5p h\u01a1n.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"53:1-53:193;2912-3104\">Gi\u1edbi h\u1ea1n ch\u00ednh c\u1ee7a NPS l\u00e0 c\u00e2u h\u1ecfi qu\u00e1 chung chung. N\u1ebfu kh\u00f4ng b\u1ed5 sung c\u00e2u h\u1ecfi m\u1edf (&#8220;L\u00fd do b\u1ea1n cho \u0111i\u1ec3m nh\u01b0 v\u1eady?&#8221;), doanh nghi\u1ec7p bi\u1ebft kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng nh\u01b0ng kh\u00f4ng bi\u1ebft v\u00ec \u0111i\u1ec1u g\u00ec c\u1ee5 th\u1ec3.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" data-sourcepos=\"55:1-55:25;3106-3130\">Khi n\u00e0o n\u00ean d\u00f9ng NPS<\/h3>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\" data-sourcepos=\"57:1-59:78;3132-3341\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"57:1-57:55;3132-3186\">Theo d\u00f5i s\u1ee9c kh\u1ecfe m\u1ed1i quan h\u1ec7 d\u00e0i h\u1ea1n v\u1edbi kh\u00e1ch h\u00e0ng<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"58:1-58:77;3187-3263\">\u0110\u00e1nh gi\u00e1 t\u1ed5ng th\u1ec3 sau m\u1ed9t chi\u1ebfn d\u1ecbch ho\u1eb7c thay \u0111\u1ed5i l\u1edbn v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"59:1-59:78;3264-3341\">X\u00e1c \u0111\u1ecbnh nh\u00f3m kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng r\u1eddi b\u1ecf \u0111\u1ec3 c\u00f3 k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c \u01b0u ti\u00ean<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Read more about: <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\" target=\"_blank\" rel=\"noopener\">Net Promoter Score<\/a><\/span><\/span><\/p>\n<h2><b>CSAT \u2013 Customer Satisfaction<\/b><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"67:1-67:123;3404-3526\">CSAT \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c \u0111i\u1ec3m ch\u1ea1m c\u1ee5 th\u1ec3 trong h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m.<\/p>\n<p><span style=\"font-weight: 400;\">CSAT \u0111\u01b0\u1ee3c th\u1ed1ng k\u00ea th\u00f4ng qua c\u00e2u h\u1ecfi: \u201cB\u1ea1n \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1ec1 (s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5\/kh\u00f4ng gian\/th\u00e1i \u0111\u1ed9 nh\u00e2n vi\u00ean,\u2026) nh\u01b0 th\u1ebf n\u00e0o?\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Survey questions can be divided into two common scales:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">3-point scale with options: Dissatisfied, neutral, satisfied.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">5-point scale with options: Very dissatisfied, dissatisfied, neutral, satisfied and very satisfied.<\/span><\/li>\n<\/ul>\n<blockquote><p><b><i>CSAT calculation formula = (Number of satisfied people) \/ (Total number of respondents) x 100<\/i><\/b><\/p><\/blockquote>\n<p><img decoding=\"async\" src=\"https:\/\/media.licdn.com\/dms\/image\/v2\/D5612AQFPamFe47SbuA\/article-inline_image-shrink_1000_1488\/article-inline_image-shrink_1000_1488\/0\/1686559020838?e=2147483647&amp;v=beta&amp;t=5nQMG_asKZ6y6JNHMR6x1iao9SOO0YH55VWlcSQNljI\" alt=\"No alternative text provided for this image\" \/><\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" data-sourcepos=\"80:1-80:35;4008-4042\">\u0110i\u1ec3m m\u1ea1nh v\u00e0 gi\u1edbi h\u1ea1n c\u1ee7a CSAT<\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"82:1-82:248;4044-4291\">CSAT linh ho\u1ea1t h\u01a1n NPS \u1edf ch\u1ed7 c\u00f3 th\u1ec3 tri\u1ec3n khai ngay sau b\u1ea5t k\u1ef3 \u0111i\u1ec3m ch\u1ea1m n\u00e0o. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 nhanh ch\u00f3ng x\u00e1c \u0111\u1ecbnh k\u00eanh n\u00e0o ho\u1eb7c quy tr\u00ecnh n\u00e0o \u0111ang g\u00e2y ra tr\u1ea3i nghi\u1ec7m k\u00e9m.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"84:1-84:194;4293-4486\">Gi\u1edbi h\u1ea1n l\u00e0 CSAT ch\u1ec9 ph\u1ea3n \u00e1nh c\u1ea3m x\u00fac ngay th\u1eddi \u0111i\u1ec3m kh\u1ea3o s\u00e1t, kh\u00f4ng d\u1ef1 b\u00e1o \u0111\u01b0\u1ee3c h\u00e0nh vi d\u00e0i h\u1ea1n. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 h\u00e0i l\u00f2ng v\u1edbi m\u1ed9t giao d\u1ecbch c\u1ee5 th\u1ec3 nh\u01b0ng v\u1eabn ch\u1ecdn \u0111\u1ed1i th\u1ee7 \u1edf l\u1ea7n mua ti\u1ebfp theo.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" data-sourcepos=\"86:1-86:26;4488-4513\">Khi n\u00e0o n\u00ean d\u00f9ng CSAT<\/h3>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\" data-sourcepos=\"88:1-90:78;4515-4745\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"88:1-88:87;4515-4601\">Khi c\u1ea7n \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng t\u1eebng \u0111i\u1ec3m ch\u1ea1m c\u1ee5 th\u1ec3: t\u1ed5ng \u0111\u00e0i, giao h\u00e0ng, b\u1ea3o h\u00e0nh, onboarding<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"89:1-89:66;4602-4667\">Theo d\u00f5i hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c c\u1ea3i ti\u1ebfn v\u1eadn h\u00e0nh theo t\u1eebng giai \u0111o\u1ea1n<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"90:1-90:78;4668-4745\">Ph\u00f9 h\u1ee3p v\u1edbi m\u1ecdi ng\u00e0nh, \u0111\u1eb7c bi\u1ec7t hi\u1ec7u qu\u1ea3 trong <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-contact-center\/\">Contact Center<\/a><\/span>, b\u00e1n l\u1ebb, TM\u0110T<\/li>\n<\/ul>\n<h2><b>Customer Effort Score \u2013 CES<\/b><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"98:1-98:154;4800-4953\">CES \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng (ho\u1eb7c kh\u00f3 kh\u0103n) m\u00e0 kh\u00e1ch h\u00e0ng tr\u1ea3i qua khi t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p \u0111\u1ec3 gi\u1ea3i quy\u1ebft m\u1ed9t v\u1ea5n \u0111\u1ec1 ho\u1eb7c ho\u00e0n th\u00e0nh m\u1ed9t giao d\u1ecbch.<\/p>\n<p><span style=\"font-weight: 400;\">CES is measured using the question \u201cHow easy\/convenient was your experience?\u201d. Using a scale <strong>from 1 = \u201cvery difficult\u201d to 7 = \u201cvery easy\u201d<\/strong>. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">This metric is used to measure the level of effort a customer goes through when interacting with a company&#039;s brand. It is also a short-term metric for customer experience.\u00a0<\/span><\/p>\n<blockquote><p><b><i>CES calculation formula = (Sum of scores of all respondents) \/ (Total number of respondents)<\/i><\/b><\/p><\/blockquote>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/media.licdn.com\/dms\/image\/v2\/D5612AQGwZwgMTdaXHA\/article-inline_image-shrink_1000_1488\/article-inline_image-shrink_1000_1488\/0\/1686559870274?e=2147483647&amp;v=beta&amp;t=G7kVPMRUW1YBa6VR8ibd60hf3GU126FeLzXch3I0Cl0\" alt=\"No alternative text provided for this image\" \/><\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" data-sourcepos=\"106:1-106:34;5393-5426\">\u0110i\u1ec3m m\u1ea1nh v\u00e0 gi\u1edbi h\u1ea1n c\u1ee7a CES<\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"108:1-108:241;5428-5668\">CES \u0111\u1eb7c bi\u1ec7t ph\u00f9 h\u1ee3p \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 c\u00e1c quy tr\u00ecnh c\u00f3 nhi\u1ec1u b\u01b0\u1edbc ho\u1eb7c d\u1ec5 ph\u00e1t sinh ma s\u00e1t: quy tr\u00ecnh \u0111\u0103ng k\u00fd, thanh to\u00e1n, ho\u00e0n tr\u1ea3, x\u1eed l\u00fd khi\u1ebfu n\u1ea1i. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 nhanh ch\u00f3ng ph\u00e1t hi\u1ec7n \u0111i\u1ec3m n\u00e0o trong quy tr\u00ecnh \u0111ang l\u00e0m kh\u00e1ch h\u00e0ng m\u1ec7t m\u1ecfi.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"110:1-110:274;5670-5943\">Gi\u1edbi h\u1ea1n l\u00e0 CES kh\u00f4ng gi\u1ea3i th\u00edch nguy\u00ean nh\u00e2n c\u1ee7a s\u1ef1 kh\u00f3 kh\u0103n, v\u00e0 kh\u00f4ng ph\u1ea3n \u00e1nh \u0111\u01b0\u1ee3c c\u1ea3m nh\u1eadn t\u1ed5ng th\u1ec3 v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u. Ngo\u00e0i ra, CES ph\u00f9 h\u1ee3p h\u01a1n v\u1edbi c\u00e1c ng\u00e0nh d\u1ecbch v\u1ee5 c\u00f3 nhi\u1ec1u \u0111i\u1ec3m t\u01b0\u01a1ng t\u00e1c (ng\u00e2n h\u00e0ng, vi\u1ec5n th\u00f4ng, b\u1ea3o hi\u1ec3m) v\u00e0 k\u00e9m ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m c\u00f3 \u00edt \u0111i\u1ec3m ch\u1ea1m.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" data-sourcepos=\"112:1-112:25;5945-5969\">Khi n\u00e0o n\u00ean d\u00f9ng CES<\/h3>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\" data-sourcepos=\"114:1-116:71;5971-6165\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"114:1-114:69;5971-6039\">\u0110\u00e1nh gi\u00e1 quy tr\u00ecnh self-service, c\u1ed5ng kh\u00e1ch h\u00e0ng, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"115:1-115:55;6040-6094\">Sau khi x\u1eed l\u00fd khi\u1ebfu n\u1ea1i ho\u1eb7c y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"116:1-116:71;6095-6165\">Khi doanh nghi\u1ec7p mu\u1ed1n t\u1ed1i \u01b0u h\u00f3a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1ea3m churn<\/li>\n<\/ul>\n<h2><b>Compare 3 indexes <\/b><b>NPS, CSAT, CES<\/b><\/h2>\n<table style=\"height: 709px;\" width=\"1150\">\n<tbody>\n<tr>\n<td><\/td>\n<td><b>CSAT<\/b><\/td>\n<td><b>CES<\/b><\/td>\n<td><b>NPS<\/b><\/td>\n<\/tr>\n<tr>\n<td><b>Survey questions<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/td>\n<td><span style=\"font-weight: 400;\">How do you rate your satisfaction with (product, service, space, etc.)?<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Is the experience (product, service, warranty, etc.) easy?<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Would you recommend this (company, product, service,\u2026) to a friend or colleague?<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Scoring scale\u00a0<\/b><\/td>\n<td><span style=\"font-weight: 400;\">3 or 5<\/span><\/td>\n<td><span style=\"font-weight: 400;\">7<\/span><\/td>\n<td><span style=\"font-weight: 400;\">10<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Meaning of the index<\/b><\/td>\n<td><span style=\"font-weight: 400;\">Evaluate whether the actual experiences your business provides meet customer expectations.<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Assess ease of access to business services.<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Control negative experiences and promote positive ones. The foundation for nurturing loyal customers.<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Scope of application\u00a0<\/b><\/td>\n<td><span style=\"font-weight: 400;\">Focus on specific touch points such as product satisfaction, service, returns, etc. Does not reflect the overall relationship between customers and businesses<\/span><\/td>\n<td><span style=\"font-weight: 400;\">CES can address customer service hurdles, but it doesn&#039;t get into why customers have problems, nor does it predict what problems might arise.<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Because the question is general, it only captures the overall relationship between the business and the customer. It is not possible to identify specific areas for improvement without using follow-up open-ended questions.<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Applicable value<\/b><\/td>\n<td><span style=\"font-weight: 400;\">Short term<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Short term<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Long term<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><b>Which customer experience metrics should you use?<\/b><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"136:1-136:88;7051-7138\">C\u00e2u tr\u1ea3 l\u1eddi ph\u1ee5 thu\u1ed9c v\u00e0o <strong>m\u1ee5c ti\u00eau \u0111o l\u01b0\u1eddng<\/strong>, kh\u00f4ng ph\u1ea3i v\u00e0o \u0111\u1ed9 ph\u1ed5 bi\u1ebfn c\u1ee7a ch\u1ec9 s\u1ed1.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"138:1-138:211;7140-7350\"><strong>N\u1ebfu doanh nghi\u1ec7p \u0111ang \u1edf giai \u0111o\u1ea1n \u0111\u1ea7u tri\u1ec3n khai \u0111o l\u01b0\u1eddng CX:<\/strong>\u00a0NPS l\u00e0 \u0111i\u1ec3m xu\u1ea5t ph\u00e1t h\u1ee3p l\u00fd. Ch\u1ec9 m\u1ed9t c\u00e2u h\u1ecfi, d\u1ec5 tri\u1ec3n khai, cho ph\u00e9p thi\u1ebft l\u1eadp baseline v\u00e0 theo d\u00f5i xu h\u01b0\u1edbng t\u1ed5ng th\u1ec3 theo qu\u00fd ho\u1eb7c theo n\u0103m.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"140:1-140:234;7352-7585\"><strong>N\u1ebfu doanh nghi\u1ec7p mu\u1ed1n c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng t\u1eebng \u0111i\u1ec3m ch\u1ea1m:<\/strong>\u00a0CSAT l\u00e0 l\u1ef1a ch\u1ecdn ph\u00f9 h\u1ee3p. K\u1ebft h\u1ee3p kh\u1ea3o s\u00e1t CSAT ngay sau m\u1ed7i t\u01b0\u01a1ng t\u00e1c (cu\u1ed9c g\u1ecdi t\u1ed5ng \u0111\u00e0i, giao h\u00e0ng, x\u1eed l\u00fd khi\u1ebfu n\u1ea1i) \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m y\u1ebfu c\u1ee5 th\u1ec3 c\u1ea7n \u01b0u ti\u00ean c\u1ea3i thi\u1ec7n.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"142:1-142:279;7587-7865\"><strong>N\u1ebfu doanh nghi\u1ec7p mu\u1ed1n gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf:<\/strong>\u00a0CES l\u00e0 ch\u1ec9 s\u1ed1 \u0111\u00e1ng \u0111\u1ea7u t\u01b0, \u0111\u1eb7c bi\u1ec7t trong c\u00e1c ng\u00e0nh d\u1ecbch v\u1ee5 c\u00f3 nhi\u1ec1u b\u01b0\u1edbc t\u01b0\u01a1ng t\u00e1c. Kh\u00e1ch h\u00e0ng kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i &#8220;h\u00e0i l\u00f2ng&#8221;, nh\u01b0ng n\u1ebfu h\u1ecd ph\u1ea3i n\u1ed7 l\u1ef1c nhi\u1ec1u \u0111\u1ec3 \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5, kh\u1ea3 n\u0103ng h\u1ecd chuy\u1ec3n sang \u0111\u1ed1i th\u1ee7 l\u00e0 r\u1ea5t cao.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"144:1-144:50;7867-7916\"><strong>Trong th\u1ef1c t\u1ebf, ba ch\u1ec9 s\u1ed1 n\u00e0y b\u1ed5 tr\u1ee3 cho nhau:<\/strong><\/p>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\" data-sourcepos=\"146:1-148:64;7918-8115\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"146:1-146:71;7918-7988\">NPS cho bi\u1ebft kh\u00e1ch h\u00e0ng \u0111ang \u1edf \u0111\u00e2u trong m\u1ed1i quan h\u1ec7 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"147:1-147:63;7989-8051\">CSAT cho bi\u1ebft \u0111i\u1ec3m ch\u1ea1m n\u00e0o \u0111ang ho\u1ea1t \u0111\u1ed9ng t\u1ed1t ho\u1eb7c ch\u01b0a t\u1ed1t<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"148:1-148:64;8052-8115\">CES cho bi\u1ebft quy tr\u00ecnh n\u00e0o \u0111ang t\u1ea1o ra ma s\u00e1t kh\u00f4ng c\u1ea7n thi\u1ebft<\/li>\n<\/ul>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"150:1-150:227;8117-8343\">Doanh nghi\u1ec7p tr\u01b0\u1edfng th\u00e0nh v\u1ec1 CX th\u01b0\u1eddng k\u1ebft h\u1ee3p c\u1ea3 ba, m\u1ed7i ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c tri\u1ec3n khai \u0111\u00fang th\u1eddi \u0111i\u1ec3m, \u0111\u00fang \u0111i\u1ec3m ch\u1ea1m trong<span style=\"color: #ff6600;\"> <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-experience-journey\/\">customer experience journey<\/a><\/span>.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/media.licdn.com\/dms\/image\/v2\/D5612AQEfq4q6Fz2ERg\/article-inline_image-shrink_400_744\/article-inline_image-shrink_400_744\/0\/1686560010003?e=2147483647&amp;v=beta&amp;t=ZmstIGcDEikNoII2UOMqRyZzP-HxMid4Q-DI0HH5VFI\" alt=\"No alternative text provided for this image\" \/><\/p>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" data-sourcepos=\"154:1-154:45;8350-8394\">T\u1eeb \u0111o l\u01b0\u1eddng \u0111\u1ebfn h\u00e0nh \u0111\u1ed9ng<\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"156:1-156:149;8396-8544\">Thu th\u1eadp d\u1eef li\u1ec7u m\u1edbi ch\u1ec9 l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u. Gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 c\u1ee7a \u0111o l\u01b0\u1eddng CX n\u1eb1m \u1edf vi\u1ec7c ph\u00e2n t\u00edch, \u01b0u ti\u00ean v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean nh\u1eefng d\u1eef li\u1ec7u.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"158:1-158:77;8546-8622\">Th\u1ef1c t\u1ebf v\u1eadn h\u00e0nh t\u1ea1i nhi\u1ec1u doanh nghi\u1ec7p cho th\u1ea5y m\u1ed9t s\u1ed1 th\u00e1ch th\u1ee9c ph\u1ed5 bi\u1ebfn:<\/p>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\" data-sourcepos=\"160:1-162:94;8624-8909\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"160:1-160:84;8624-8707\">Kh\u1ea3o s\u00e1t \u0111\u01b0\u1ee3c tri\u1ec3n khai nh\u01b0ng t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i qu\u00e1 th\u1ea5p \u0111\u1ec3 c\u00f3 d\u1eef li\u1ec7u \u0111\u00e1ng tin c\u1eady<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"161:1-161:108;8708-8815\">D\u1eef li\u1ec7u NPS ho\u1eb7c CSAT \u0111\u01b0\u1ee3c thu th\u1eadp nh\u01b0ng kh\u00f4ng \u0111\u01b0\u1ee3c ph\u00e2n t\u00edch theo ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng ho\u1eb7c k\u00eanh c\u1ee5 th\u1ec3<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"162:1-162:94;8816-8909\">Kh\u00f4ng c\u00f3 quy tr\u00ecnh follow-up v\u1edbi nh\u00f3m Detractors (NPS) ho\u1eb7c kh\u00e1ch h\u00e0ng cho \u0111i\u1ec3m th\u1ea5p (CSAT)<\/li>\n<\/ul>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"164:1-164:368;8911-9278\">\u0110\u00e2y l\u00e0 l\u00fd do c\u00e1c doanh nghi\u1ec7p c\u1ea7n \u0111\u1ed1i t\u00e1c c\u00f3 kinh nghi\u1ec7m th\u1ef1c thi, kh\u00f4ng ch\u1ec9 thi\u1ebft k\u1ebf kh\u1ea3o s\u00e1t m\u00e0 c\u00f2n \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng thu th\u1eadp d\u1eef li\u1ec7u, ph\u00e2n t\u00edch k\u1ebft qu\u1ea3 v\u00e0 k\u1ebft n\u1ed1i v\u1edbi quy tr\u00ecnh c\u1ea3i ti\u1ebfn v\u1eadn h\u00e0nh.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"187:1-187:498;10430-10927\">Bellsystem24 Vietnam h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p thi\u1ebft k\u1ebf v\u00e0 tri\u1ec3n khai h\u1ec7 th\u1ed1ng \u0111o l\u01b0\u1eddng CX, t\u1eeb kh\u1ea3o s\u00e1t NPS\/CSAT \u0111\u1ecbnh k\u1ef3 \u0111\u1ebfn <span style=\"color: #ff6600;\"><a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/mystery-shopping-service\/\">d\u1ecbch v\u1ee5 Mystery Shopping<\/a><\/span> and <span style=\"color: #ff6600;\"><a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/research-and-survey-services\/\">kh\u1ea3o s\u00e1t th\u1ecb tr\u01b0\u1eddng<\/a><\/span> chuy\u00ean s\u00e2u. V\u1edbi <strong>500.000 t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng x\u1eed l\u00fd m\u1ed7i ng\u00e0y<\/strong> and <strong>h\u01a1n 20 n\u0103m kinh nghi\u1ec7m<\/strong> v\u1eadn h\u00e0nh Contact Center &amp; BPO, BSV c\u00f3 n\u1ec1n t\u1ea3ng th\u1ef1c t\u1ebf \u0111\u1ec3 t\u01b0 v\u1ea5n ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1eb7c th\u00f9 t\u1eebng doanh nghi\u1ec7p.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" data-sourcepos=\"189:1-189:24;10929-10952\">Li\u00ean h\u1ec7 \u0111\u1ed9i ng\u0169 t\u01b0 v\u1ea5n:<\/p>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\" data-sourcepos=\"190:1-192:49;10953-11062\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"190:1-190:25;10953-10977\"><strong>Hotline:<\/strong> 1900 1739<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"191:1-191:36;10978-11013\"><strong>E-mail:<\/strong> <span style=\"color: #000000;\"><a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" style=\"color: #000000;\" href=\"mailto:contact@bs24vietnam.vn\">contact@bs24vietnam.vn<\/a><\/span><\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"192:1-192:49;11014-11062\"><strong><a href=\"https:\/\/bell24vietnam.vn\/en\/contact-us\/\"><span style=\"color: #ff6600;\">Form \u0111\u0103ng k\u00fd t\u01b0 v\u1ea5n<\/span><\/a><\/strong><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Doanh nghi\u1ec7p \u0111ang tri\u1ec3n khai kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng m\u1ed7i th\u00e1ng, nh\u01b0ng kh\u00f4ng bi\u1ebft s\u1ed1 li\u1ec7u \u0111\u00f3 th\u1ef1c s\u1ef1 n\u00f3i [&hellip;]<\/p>","protected":false},"author":1,"featured_media":18725,"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":[12],"tags":[],"class_list":["post-9946","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u0110o l\u01b0\u1eddng CX: Ph\u00e2n bi\u1ec7t NPS, CSAT, CES v\u00e0 c\u00e1ch ch\u1ecdn \u0111\u00fang ch\u1ec9 s\u1ed1 - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"\u0110\u00e1nh gi\u00e1 CX - doanh nghi\u1ec7p c\u1ea7n \u0111o l\u01b0\u1eddng c\u00e1c ch\u1ec9 s\u1ed1 NPS, CSAT, v\u00e0 CES \u0111\u1ec3 hi\u1ec3u r\u00f5 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5, t\u0103ng s\u1ef1 h\u00e0i 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