He aha ka Score Promoter Score (NPS) ʻōnaehana?

helu helu prom nps net

I ka pule i hala, ua huakaʻi au i Florida (hana wau i kēia i kēlā me kēia hapahā a ʻoi) a no ka manawa mua wau i hoʻolohe ai i kahi puke ma Audible e iho nei i lalo. Koho wau ʻO ka nīnau hope loa 2.0: Pehea e ulu pono ai nā ʻoihana hoʻolaha Net i loko o kahi World-Driven World ma hope o ke kamaʻilio me kekahi poʻe ʻoihana kūʻai aku ma ka pūnaewele.

ka ʻŌnaehana Score Promoter Pūnaewele hoʻokumu ʻia ma kahi nīnau maʻalahi… ka nīnau hope loa:

Ma kahi pālākiō o 0 a 10, pehea ʻoe e kuhikuhi ai i kahi hoaaloha?

E wehewehe ana ka puke i ka lawe ʻia ʻana o ka ʻōnaehana kumu hāmama ma nā ʻoihana āpau, i hoʻololi pinepine ʻia ma ʻō aku o ka pālākiō 0 a 10, hoʻololi ʻia ka nīnau i kekahi manawa, a hoʻomākaukau ʻia nā nīnau aʻe a hāʻawi ʻia i kahi helu helu kūpono e hōʻike ana i ke olakino. o kāu ʻoihana. E noʻonoʻo ʻaʻole ia he helu kikoʻī e pono ai e wānana i ka maikaʻi o ka hana ʻana o kāu ʻoihana, pono e kālailai ʻia e kūʻē i nā helu a nā mea hoʻokūkū i kāu ʻoihana. ʻAʻole pono ʻoe e loaʻa i kahi 9 ke kūʻē ke koena o kāu ʻoihana i nā 3s! Hoʻowili wale kekahi mau ʻoihana i nā mea kūʻai aku weliweli.

Ke lilo nei ʻo NPS i mea maʻamau no ke ana ʻana i ka kūpaʻa o ka mea kūʻai aku a me ka hopena o ke kūʻai aku ʻana, kūʻai aku, lawelawe mea kūʻai aku a me ke olakino kālā o kahi hui. ʻAʻole like me nā metric hana nui kī wā pōkole o kahi ʻoihana, hāʻawi ʻo NPS i kahi nānā i ka manawa e noho mau ai kāu mea kūʻai aku me ʻoe a e ʻōlelo paha iā ʻoe. ʻOiai ʻo ka mālama ʻana i nā mea kūʻai aku he mea koʻikoʻi i ka loaʻa kālā a ʻo ka waha o ka waha kekahi ala maikaʻi loa e loaʻa ai nā mea kūʻai aku, ke hōʻoia nei ʻo NPS iā ia iho he ʻōnaehana maikaʻi loa no ka wānana i ke olakino lōʻihi o kahi ʻoihana. Ke hoʻopili ʻia nā keʻena a me nā hoʻolālā āpau e hoʻomaikaʻi i kāu kūpaʻa mea kūʻai aku, ʻaʻole ʻoe e holo i ka makaʻu o ka hoʻokūkū ʻana i nā silos ma loko o ka hui e hua ana i nā helu he nui - akā ʻaʻole hāʻawi i kahi ʻike nui i ka poʻe kūʻai.

Ma ke aʻa, NPS = ka pākēneka o nā mea hoʻolaha - ka pākēneka o nā Detractors. No laila, inā hoʻolaha ka 10% o kāu mea kūʻai aku i kāu ʻoihana a 8% e hōʻino nei i kāu mīkini ma o ka waha waha maikaʻi ʻole, he NPS kāu o 2.

Wāwahi ka ʻōnaehana Score Promoter Score i kāu mau mea kūʻai aku i nā mea hoʻolaha, mea hōʻemi a me nā passive. Pono kēlā me kēia hui e hoʻoliʻiliʻi i nā mea hōʻemi iā ia ma kahi o 5 mau mea hoʻolaha e hakakā i kēlā me kēia detractor ... ʻo ia kahi hana iki. A ʻoi aku ka maikaʻi o kēlā me kēia ʻoihana inā pale ʻia nā passive a me nā detractors āpau a ʻumeʻume i nā mea kūʻai aku kūpono - nā mea hoʻolaha. Ma waho o ke kūpaʻa o ka mea kūʻai aku, ke hoʻomaka nei ʻo NPS i ke kaʻina hōʻoluʻolu o nā limahana. E like me kāu e manaʻo ai e loaʻa nā mea kūʻai aku e hoʻolaha i kāu ʻoihana, makemake pū ʻoe i nā limahana nāna e hoʻolaha iā ia.

'O nā po'e ma Ua hui pū ʻo ʻAmelike i kēia infographic ma ka Net Promoter Score hōʻuluʻulu iā ia:

ʻike-i-ka-upena-promoter-helu

PS: ʻOiai maikaʻi ka puke, IMO manaʻo wau ua hiki ke hoʻemi ʻia ke kumuhana mai 7 mau hola a i ʻelua wale nō. ʻO ia koʻu loulou pili inā makemake ʻoe e kūʻai i ka puke.

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