{"id":1262,"date":"2023-08-03T23:44:36","date_gmt":"2023-08-04T07:44:36","guid":{"rendered":"https:\/\/ligai.cn\/blog\/?p=1262"},"modified":"2023-08-03T23:44:36","modified_gmt":"2023-08-04T07:44:36","slug":"%e5%a6%82%e4%bd%95%e7%94%a8-nps-%e7%a1%ae%e5%ae%9a%e7%a0%94%e5%8f%91%e4%bc%98%e5%85%88%e7%ba%a7%ef%bc%8c%e6%89%93%e7%a0%b4%e6%8a%80%e6%9c%af%e4%b8%8e%e4%b8%9a%e5%8a%a1%e7%9a%84%e6%ac%a1%e5%85%83","status":"publish","type":"post","link":"https:\/\/ligai.cn\/blog\/%e7%a0%94%e5%8f%91%e7%ae%a1%e7%90%86\/1262.html","title":{"rendered":"\u5982\u4f55\u7528 NPS \u786e\u5b9a\u7814\u53d1\u4f18\u5148\u7ea7\uff0c\u6253\u7834\u6280\u672f\u4e0e\u4e1a\u52a1\u7684\u6b21\u5143\u58c1\uff1f"},"content":{"rendered":"\n<p>\u300c<strong>\u4e0d\u4e86\u89e3\u5229\u76ca\u76f8\u5173\u8005\u7684\u9700\u6c42\u662f\u50f5\u5c38 Scrum \u56e2\u961f\u7684\u56db\u5927\u5e38\u89c1\u75c7\u72b6\u4e4b\u4e00<\/strong>\uff0c\u5176\u4e3b\u8981\u8868\u73b0\u4e3a\u6210\u5458\u4eec\u5ffd\u89c6\u4ef7\u503c\u94fe\u4e0a\u4e0b\u6e38\u7684\u5185\u5bb9\uff0c\u65e0\u6cd5\u6216\u4e0d\u613f\u610f\u5e26\u6765\u4efb\u4f55\u6539\u53d8\u6216\u5f71\u54cd\u300d\uff0c\u300a\u62ef\u6551\u50f5\u5c38 Scrum\u300b\u5982\u662f\u5199\u9053\u3002<\/p>\n\n\n\n<blockquote class=\"wp-block-quote\"><p>\u5b83\u4eec\u7684\u5de5\u4f5c\uff0c\u4ee5\u53ca\u5de5\u4f5c\u6240\u6d89\u53ca\u7684\u7ec4\u7ec7\uff0c\u5f80\u5f80\u88ab\u8bbe\u8ba1\u6210\u8fdc\u79bb\u771f\u6b63\u4f7f\u7528\u4ea7\u54c1\u6216\u8005\u4e3a\u4ea7\u54c1\u4ed8\u8d39\u7684\u4eba\u3002\u2026\u2026\u5176\u7ed3\u679c\u662f\uff0c\u56e2\u961f\u5927\u91cf\u70ae\u5236\u51fa\u4ef7\u503c\u53ef\u7591\u7684\u4ea7\u54c1\u529f\u80fd\u3002\u8fd9\u4e9b\u529f\u80fd\u53ef\u80fd\u4e0d\u662f\u5229\u76ca\u76f8\u5173\u8005\u771f\u6b63\u9700\u8981\u7684\u3002\u6216\u8005\u5b83\u4eec\u5f88\u597d\u7528\uff0c\u4f46\u5e76\u4e0d\u80fd\u771f\u6b63\u5e2e\u52a9\u7528\u6237\u63d0\u9ad8\u5de5\u4f5c\u6548\u7387\u3002\u8fd9\u53ef\u80fd\u662f\u4ea7\u54c1\u5f00\u53d1\u4e2d\u6700\u5927\u7684\u6d6a\u8d39\uff1a\u5e73\u5eb8\u7684\u4ea7\u54c1\u6ca1\u6709\u63d0\u4f9b\u591a\u5c11\u4ef7\u503c\u3002<\/p><p>\u2014\u2014\u300a\u62ef\u6551\u50f5\u5c38 Scrum\uff1a\u5353\u8d8a\u654f\u6377\u56e2\u961f\u751f\u5b58\u624b\u518c\u300b<\/p><\/blockquote>\n\n\n\n<p>\u90a3\u4e48\uff0c\u9762\u5bf9\u590d\u6742\u591a\u53d8\u7684\u73af\u5883\uff0c\u4f01\u4e1a\u5e94\u5f53\u5982\u4f55\u57f9\u517b\u5e76\u5e73\u8861\u56e2\u961f\u7684\u5ba2\u6237\u89c6\u89d2\u4e0e\u5546\u4e1a\u89c6\u89d2\uff0c\u8ba9\u7ec4\u7ec7\u4e13\u6ce8\u4e8e\u6709\u6548\u7684\u4ef7\u503c\u4ea4\u4ed8\u800c\u975e\u9ad8\u6548\u7684\u4ea7\u51fa\uff0c\u771f\u6b63\u6253\u9020\u5229\u76ca\u76f8\u5173\u8005\u9700\u8981\u7684\u4ea7\u54c1\uff0c\u907f\u514d\u9677\u5165\/\u53ca\u65f6\u6446\u8131\u300c\u50f5\u5c38 Scrum\u300d\u56f0\u5883\uff1f<\/p>\n\n\n\n<p><strong>\u672c\u6587\u5c06\u5206\u4eab\u4e00\u4e2a\u80fd\u591f\u6709\u6548\u5f25\u5408\u6280\u672f\u548c\u4e1a\u52a1\u90e8\u95e8\u7684\u7406\u89e3\u9e3f\u6c9f\uff0c\u8ba9\u7814\u53d1\u4ea4\u4ed8\u56f4\u7ed5\u4e1a\u52a1\u548c\u4ef7\u503c\u5c55\u5f00\u7684\u7ba1\u7406\u6307\u6807\u2014\u2014 NPS\u3002<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" width=\"822\" height=\"462\" src=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-000-1.png\" alt=\"\" class=\"wp-image-1263\" srcset=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-000-1.png 822w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-000-1-300x169.png 300w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-000-1-768x432.png 768w\" sizes=\"(max-width: 822px) 100vw, 822px\" \/><\/figure>\n\n\n\n<h2><strong>01 \u4ec0\u4e48\u662f NPS\uff1f<\/strong><\/h2>\n\n\n\n<p>NPS\uff08Net Promoter Score\uff09\uff0c\u51c0\u63a8\u8350\u503c\uff0c\u7531 Fred Reichheld \u4e8e 2003 \u5e74\u63d0\u51fa\uff0c<strong>\u7528\u4e8e\u8bc4\u4f30\u5ba2\u6237\u81ea\u53d1\u63a8\u8350\u4ea7\u54c1\u7684\u610f\u613f\u5f3a\u5f31\/\u53ef\u80fd\u6027\u5927\u5c0f<\/strong>\uff0c\u662f\u5e94\u7528\u6700\u5e7f\u6cdb\u7684\u5ba2\u6237\u60c5\u7eea\u4e0e\u5ba2\u6237\u5fe0\u8bda\u5ea6\u7684\u5206\u6790\u6307\u6807\u3002\u4ece AARRR \u6a21\u578b\u7684\u89d2\u5ea6\u770b\uff0cNPS \u4f1a\u76f4\u63a5\u5f71\u54cd\u4f01\u4e1a\u83b7\u5ba2\u3001\u7559\u5b58\u548c\u4f20\u64ad\u4e09\u4e2a\u73af\u8282\uff0c\u56e0\u6b64\u6210\u4e3a\u5f71\u54cd\u4e1a\u52a1\u589e\u957f\u7684\u91cd\u8981\u56e0\u7d20\u3002<\/p>\n\n\n\n<p>NPS \u5c06\u300c\u4ef7\u503c\u300d\u7f16\u8bd1\u4e3a\u300c\u5ba2\u6237\u63a8\u8350\u610f\u613f\u300d\uff0c\u53ef\u4ee5\u4e3a\u7814\u53d1\u7ec4\u7ec7\u63d0\u4f9b\u4e00\u4e2a\u4ee5\u300c\u5ba2\u6237\u53cd\u9988\u300d\u4e3a\u4e2d\u5fc3\u7684\u76f4\u89c2\u7684\u5b9a\u91cf\u5de5\u5177\u3002\u5b83\u80fd\u591f\u5feb\u901f\u62c9\u9f50\u4ea7\u7814\u4e0e\u4e1a\u52a1\u56e2\u961f\u5bf9\u4ef7\u503c\u548c\u76ee\u6807\u7684\u7406\u89e3\uff0c\u6253\u7834\u8de8\u90e8\u95e8\u3001\u8de8\u7ec4\u7ec7\u534f\u4f5c\u7684\u4fe1\u606f\u5899\uff1b\u540c\u65f6\uff0c\u5176\u6e05\u6670\u7684\u8bc4\u4f30\u7ed3\u6784\u53c8\u80fd\u8f85\u52a9\u4ea7\u54c1\u56e2\u961f\u5236\u5b9a\u66f4\u660e\u667a\u7684\u4f18\u5148\u7ea7\u7ba1\u7406\u51b3\u7b56\uff0c\u6fc0\u52b1\u7ec4\u7ec7\u53c8\u5feb\u53c8\u597d\u5730\u6784\u5efa\u4ef7\u503c\u589e\u91cf\uff0c\u4e3a\u4e1a\u52a1\u670d\u52a1\u3002<\/p>\n\n\n\n<h2><strong>02 \u5982\u4f55\u8ba1\u7b97 NPS \u5206\u6570\uff1f<\/strong><\/h2>\n\n\n\n<p><strong>\u300c\u4f60\u6709\u591a\u5927\u7a0b\u5ea6\u4f1a\u5411\u670b\u53cb\u6216\u540c\u4e8b\u63a8\u8350\u6211\u4eec\uff1f\u300d<\/strong> \u662f NPS \u8c03\u7814\u4e2d\u6700\u57fa\u7840\uff0c\u4e5f\u6700\u6838\u5fc3\u7684\u95ee\u9898\u3002<\/p>\n\n\n\n<p>\u53d7\u8bbf\u8005\u9700\u8981\u5c06\u81ea\u5df1\u7684\u63a8\u8350\u610f\u613f\u91cf\u5316\u6210 0 &#8211; 10 \u7684\u8bc4\u5206\uff0c\u5176\u4e2d 0 \u5206\u4ee3\u8868\u80af\u5b9a\u4e0d\u63a8\u8350\uff0c10 \u5206\u4ee3\u8868\u80af\u5b9a\u4f1a\u63a8\u8350\u3002\u6839\u636e\u6253\u5206\u60c5\u51b5\uff0c\u53d7\u8bbf\u8005\u5c06\u88ab\u5206\u4e3a\u4e09\u7c7b\uff1a<\/p>\n\n\n\n<ul><li><strong>\ud83e\udd70 9 &#8211; 10 \u5206\u4e3a\u300c\u63a8\u8350\u8005 Promoters\u300d\u3002<\/strong> \u4ed6\u4eec\u662f\u4f01\u4e1a\u7684\u5fe0\u5b9e\u7528\u6237\uff0c\u5f88\u53ef\u80fd\u662f\u53e3\u7891\u8425\u9500\u7684\u4f20\u64ad\u8005\uff1b\u4ed6\u4eec\u613f\u610f\u7ee7\u7eed\u4e3a\u4ea7\u54c1\/\u670d\u52a1\u4ed8\u8d39\uff0c\u5e76\u5c06\u5176\u5b89\u5229\u7ed9\u66f4\u591a\u4eba\u3002<\/li><li><strong>\ud83d\ude36 7 &#8211; 8 \u5206\u4e3a\u300c\u4e2d\u7acb\u8005 Passives\u300d\u3002<\/strong> \u4ed6\u4eec\u5bf9\u4ea7\u54c1\/\u670d\u52a1\u6301\u4e2d\u7acb\u6001\u5ea6\uff0c\u603b\u4f53\u611f\u5230\u6ee1\u610f\u4f46\u5e76\u4e0d\u72c2\u70ed\uff0c\u53ef\u80fd\u4f1a\u88ab\u5176\u4ed6\u7ade\u54c1\u5438\u5f15\u8d70\u3002<\/li><li><strong>\ud83e\udd2c 0 &#8211; 6 \u5206\u4e3a\u300c\u8d2c\u635f\u8005 Detractors\u300d\u3002<\/strong> \u4ed6\u4eec\u5bf9\u4ea7\u54c1\/\u670d\u52a1\u4e0d\u6ee1\u610f\uff0c\u751a\u81f3\u53ef\u80fd\u4f20\u64ad\u6709\u5173\u4ea7\u54c1\u7684\u8d1f\u9762\u8bc4\u4ef7\uff0c\u963b\u788d\u4e1a\u52a1\u589e\u957f\u3002<\/li><\/ul>\n\n\n\n<p><strong>\u53d7\u8bbf\u8005\u4e2d\u300c\u63a8\u8350\u8005\u5360\u6bd4\u300d\u4e0e\u300c\u8d2c\u635f\u8005\u5360\u6bd4\u300d\u7684\u5dee\u503c\u5373\u4e3a\u4ea7\u54c1\/\u670d\u52a1\u7684 NPS \u5206\u503c\u3002<\/strong> \u4e3e\u4e2a\u4f8b\u5b50\uff0c\u5982\u679c\u4e00\u6b21 NPS \u8c03\u7814\u6536\u96c6\u4e86 100 \u4e2a\u56de\u7b54\uff0c\u5176\u4e2d\u6709 50 \u4e2a\u63a8\u8350\u8005\u300130 \u4e2a\u88ab\u52a8\u8005\u548c 20 \u4e2a\u8d2c\u635f\u8005\uff0c\u90a3\u4e48 NPS \u5206\u6570\u5c31\u662f 50% &#8211; 20% = +30%\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"338\" src=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-001-1024x338.png\" alt=\"\" class=\"wp-image-1264\" srcset=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-001-1024x338.png 1024w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-001-300x99.png 300w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-001-768x254.png 768w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-001.png 1280w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>NPS \u7684\u53d6\u503c\u533a\u95f4\u662f [ -100%, +100% ]\uff1a\u5982\u679c\u53c2\u4e0e\u8c03\u7814\u7684\u53d7\u8bbf\u8005\u4e2d\uff0c\u4ea7\u54c1\u63a8\u8350\u8005\u6bd4\u8d2c\u635f\u8005\u66f4\u591a\uff0c\u5219\u51c0\u63a8\u8350\u503c\u4e3a\u6b63\u6570\uff0c\u53cd\u4e4b\u4e3a\u8d1f\u6570\u3002<\/p>\n\n\n\n<p>\u300cNPS \u5206\u503c\u4f4e\u8bf4\u660e\u4ea7\u54c1\u4e0d\u4f18\u79c0\u5417\uff1f\u300d<\/p>\n\n\n\n<p>\u8fd8\u771f\u4e0d\u4e00\u5b9a\u3002<\/p>\n\n\n\n<h2><strong>03<\/strong>&nbsp;<strong>NPS \u5206\u6570\u8fbe\u5230\u591a\u5c11\u624d\u7b97\u597d\uff1f<\/strong><\/h2>\n\n\n\n<p>Retently \u5bf9\u4ece To B \u548c To C \u9886\u57df\u5171 14 \u4e2a\u884c\u4e1a\u6536\u96c6\u5230\u7684\u8d85 10,000 \u4efd\u8c03\u67e5\u6837\u672c\u8fdb\u884c\u4e86\u7814\u7a76\u4e0e\u5206\u6790\uff0c\u6574\u7406\u51fa 2023 \u5e74\u5404\u884c\u4e1a\u7684 NPS \u57fa\u51c6\u503c\u3002<\/p>\n\n\n\n<ul><li>To B \u9886\u57df\uff1a\u54a8\u8be2\u884c\u4e1a\u4ee5 67 \u5206\u593a\u5f97\u7b2c\u4e00\uff1bB \u7aef\u8f6f\u4ef6\u548c SaaS \u884c\u4e1a\u7684\u5e73\u5747\u503c\u4e3a 41 \u5206\u3002<\/li><li>To C \u9886\u57df\uff1a\u4fdd\u9669\u884c\u4e1a\u4ee5 74 \u5206\u7a33\u5c45\u9996\u4f4d\uff0c\u800c\u4e92\u8054\u7f51\u8f6f\u4ef6\u548c\u670d\u52a1\u884c\u4e1a\u5219\u4ee5 9 \u5206\u6392\u540d\u6700\u540e\u3002<\/li><\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"624\" src=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-002-B2B-benchmark-1024x624.png\" alt=\"\" class=\"wp-image-1265\" srcset=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-002-B2B-benchmark-1024x624.png 1024w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-002-B2B-benchmark-300x183.png 300w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-002-B2B-benchmark-768x468.png 768w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-002-B2B-benchmark-1536x937.png 1536w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-002-B2B-benchmark.png 1725w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"624\" src=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-003B2C-benchmark-1024x624.png\" alt=\"\" class=\"wp-image-1266\" srcset=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-003B2C-benchmark-1024x624.png 1024w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-003B2C-benchmark-300x183.png 300w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-003B2C-benchmark-768x468.png 768w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-003B2C-benchmark-1536x936.png 1536w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-003B2C-benchmark.png 1725w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>\u7531\u6b64\u53ef\u89c1\uff0c\u4f18\u5316 NPS \u7684\u884c\u4e1a\u76f8\u5bf9\u503c\u6216\u8005\u53d8\u5316\u7edd\u5bf9\u503c\u6216\u8bb8\u6bd4\u8ffd\u6c42\u9ad8\u5206\u66f4\u5177\u5b9e\u8df5\u610f\u4e49\u3002\u6b64\u5916\uff0cRetently \u8fd8\u8868\u793a\uff0c\u5c3d\u7ba1 NPS \u5206\u6570\u4f1a\u53d7\u5230\u884c\u4e1a\u9886\u57df\u548c\u7ec6\u5206\u8d5b\u9053\u7684\u5f71\u54cd\uff0c\u4f46\u666e\u904d\u6765\u8bf4 NPS<\/p>\n\n\n\n<ul><li><strong>\u4f4e\u4e8e 0 \u5206<\/strong>\u4ee3\u8868\u8d2c\u635f\u8005\u6bd4\u63a8\u8350\u8005\u66f4\u591a\uff0c\u4ea7\u54c1\u6025\u9700\u5173\u6ce8\u548c\u89e3\u51b3\uff1b<\/li><li><strong>0 &#8211; 30 \u5206<\/strong>\u4ee3\u8868\u4ea7\u54c1\u4e0d\u9519\uff0c\u4f46\u4ecd\u6709\u8fdb\u6b65\u7a7a\u95f4\uff1b<\/li><li><strong>30 &#8211; 70 \u5206<\/strong>\u4ee3\u8868\u4ea7\u54c1\u8868\u73b0\u975e\u5e38\u4e0d\u9519\uff0c\u5ba2\u6237\u6ee1\u610f\u5ea6\u8f83\u9ad8\uff1b<\/li><li><strong>70 \u5206\u4ee5\u4e0a<\/strong>\u4ee3\u8868\u4ea7\u54c1\u53e3\u7891\u975e\u5e38\u597d\uff0c\u4e14\u5927\u591a\u6570\u7528\u6237\u90fd\u662f\u4f01\u4e1a\u5fe0\u8bda\u8005\u3002<\/li><\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"244\" src=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-004-1024x244.png\" alt=\"\" class=\"wp-image-1267\" srcset=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-004-1024x244.png 1024w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-004-300x71.png 300w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-004-768x183.png 768w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-004-1536x365.png 1536w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-004.png 2001w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2><strong>04 \u5982\u4f55\u4f7f\u7528 NPS \u7ba1\u7406\u7814\u53d1\u4f18\u5148\u7ea7\uff1f<\/strong><\/h2>\n\n\n\n<p>\u867d\u7136 NPS \u5728\u4e00\u5b9a\u7a0b\u5ea6\u4e0a\u53ef\u4ee5\u53cd\u6620\u4ea7\u54c1\u662f\u5426\u5b58\u5728\u95ee\u9898\uff0c\u6216\u5ba2\u6237\u5f53\u524d\u662f\u5426\u5bf9\u4ea7\u54c1\u611f\u5230\u6ee1\u610f\uff0c\u4f46\u4f5c\u4e3a\u4e00\u4e2a\u6570\u503c\uff0c\u5b83\u65e0\u6cd5\u660e\u786e\u5730\u6307\u51fa\u95ee\u9898\u51fa\u5728\u54ea\u91cc\uff0c\u4ee5\u53ca\u5ba2\u6237\u4e3a\u4ec0\u4e48\uff08\u4e0d\uff09\u6ee1\u610f\u3002\u6b64\u5916\uff0c\u9664\u4e86\u884c\u4e1a\u548c\u8d5b\u9053\u7b49\u5916\u56e0\uff0cNPS \u8fd8\u4f1a\u53d7\u5230\u4ea7\u54c1\u672c\u8eab\u3001\u54c1\u724c\u4ef7\u503c\u89c2\u3001\u8425\u9500\u624b\u6bb5\u3001\u5ba2\u6237\u670d\u52a1\u7b49\u4e0d\u540c\u5185\u56e0\u7684\u5f71\u54cd\u3002\u4e5f\u5373\u662f\u8bf4\uff0c\u540c\u4e00\u4e2a\u4ea7\u54c1\u7684 NPS \u503c\u964d\u4f4e\u5e76\u4e0d\u4e00\u5b9a\u8bf4\u660e\u4ea7\u54c1\u529f\u80fd\u7684\u8868\u73b0\u53d8\u5dee\u4e86\u3002<\/p>\n\n\n\n<p>\u56e0\u6b64\uff0c\u6211\u4eec\u9700\u8981\u83b7\u53d6\u66f4\u591a\u4fe1\u606f\uff08\u5982\u53d7\u8bbf\u8005\u7684\u6253\u5206\u52a8\u673a\u7b49\uff09\u8fdb\u4e00\u6b65\u652f\u6491\u53ef\u9760\u7684\u4ea7\u54c1\u7ba1\u7406\u5206\u6790\u548c\u51b3\u7b56\u3002\u5e38\u89c1\u7684\u8865\u5145\u4fe1\u606f\u6765\u6e90\u6709\u4e09\u79cd\u3002<\/p>\n\n\n\n<h3><strong>1. \u5728\u95ee\u5377\u4e2d\u8ffd\u95ee\u5f00\u653e\u6027\u95ee\u9898<\/strong><\/h3>\n\n\n\n<p>\u5728 NPS \u8c03\u7814\u95ee\u5377\u4e2d\u8ffd\u52a0\u5f00\u653e\u5f0f\u95ee\u9898\uff0c\u4e86\u89e3\u5ba2\u6237\u6253\u5206\u52a8\u673a\u6216\u6709\u5173\u529f\u80fd\/\u4ea7\u54c1\u7684\u610f\u89c1\u548c\u5efa\u8bae\u662f\u6700\u5e38\u7528\u7684\u624b\u6bb5\u4e4b\u4e00\u3002\u4e3a\u4fdd\u8bc1\u80fd\u83b7\u53d6\u5230\u8db3\u591f\u591a\u7684\u771f\u5b9e\u6570\u636e\uff0cNPS \u8c03\u7814\u4e00\u822c\u91c7\u7528\u53ea\u5305\u542b <strong>\u300cNPS \u503c\u8bc4\u5206 + \u5f00\u653e\u5f0f\u53cd\u9988\u300d<\/strong> \u4e24\u9053\u9898\u7684\u7cbe\u7b80\u6a21\u5f0f\u3002<\/p>\n\n\n\n<p>\u4f01\u4e1a\u53ef\u4ee5\u8bbe\u7f6e\u4e0d\u540c\u7684\u89e6\u53d1\u6761\u4ef6\uff0c\u4e86\u89e3\u4e0d\u540c\u7528\u6237\u5bf9\u4ea7\u54c1\u4f18\u5316\u548c\u529f\u80fd\u6539\u8fdb\u7684\u5177\u4f53\u5efa\u8bae\u3002\u6bd4\u5982\uff0c\u5411\u63a8\u8350\u8005\u4e86\u89e3\u7528\u6237\u773c\u4e2d\u7684\u4ea7\u54c1\u4ef7\u503c\u70b9\uff0c\u5411\u4e2d\u7acb\u8005\u8be2\u95ee\u80fd\u589e\u5f3a\u5176\u63a8\u8350\u610f\u613f\u7684\u8fdb\u6b65\u7a7a\u95f4\uff0c\u4ee5\u53ca\u5411\u8d2c\u635f\u8005\u8bf7\u6559\u5176\u4e0d\u6ee1\u610f\u7684\u5177\u4f53\u539f\u56e0\uff0c\u6355\u6349\u4ea7\u54c1\u77ed\u677f\u7b49\u7b49\u3002<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" width=\"1024\" height=\"598\" src=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-005NPS\u95ee\u5377\u793a\u4f8b-1024x598.png\" alt=\"\" class=\"wp-image-1268\" srcset=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-005NPS\u95ee\u5377\u793a\u4f8b-1024x598.png 1024w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-005NPS\u95ee\u5377\u793a\u4f8b-300x175.png 300w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-005NPS\u95ee\u5377\u793a\u4f8b-768x448.png 768w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-005NPS\u95ee\u5377\u793a\u4f8b.png 1095w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption>  \uff08\u67d0\u65c5\u6e38\u670d\u52a1\u5e73\u53f0\u7684 NPS \u95ee\u5377\u8bbe\u8ba1\uff09 <\/figcaption><\/figure><\/div>\n\n\n\n<h3><strong>2. \u7ed3\u5408\u5176\u4ed6\u8c03\u7814\u6570\u636e\u7efc\u5408\u5206\u6790<\/strong><\/h3>\n\n\n\n<p>NPS \u6570\u636e\u5206\u6790\u8fd8\u53ef\u4ee5\u9002\u5f53\u91c7\u7eb3<strong>\u5ba2\u6237\u6ee1\u610f\u5ea6\u8bc4\u5206\uff08CSAT\uff09<\/strong> \u3001<strong>\u5ba2\u6237\u8d39\u529b\u6307\u6570\uff08CES\uff09<\/strong> \u3001<strong>\u5ba2\u6237\u58f0\u97f3\uff08VOC\uff09<\/strong> \u7b49\u5176\u4ed6\u8c03\u7814\u6570\u636e\uff0c\u4ee5\u4fbf\u7efc\u5408\u5168\u9762\u5730\u638c\u63e1\u771f\u5b9e\u7684\u5ba2\u6237\u53cd\u9988\u548c\u5ba2\u6237\u60c5\u7eea\u3002<\/p>\n\n\n\n<p>\u5b83\u4eec\u53ef\u4ee5\u662f\u5173\u4e8e\u5168\u5c40\u7684\u7528\u6237\u53cd\u9988\u6570\u636e\uff0c\u4e5f\u53ef\u4ee5\u662f\u5728\u7279\u5b9a\u4f7f\u7528\u573a\u666f\u4e0b\uff0c\u6839\u636e\u4e0a\u4e0b\u6587\u89e6\u53d1\u7684\u6ee1\u610f\u5ea6\u8c03\u7814\u3002\u5176\u5173\u952e\u5728\u4e8e\uff0c\u4e0d\u540c\u8c03\u7814\u7684\u53d7\u8bbf\u8005\u5c5e\u6027\u5e94\u5c3d\u53ef\u80fd\u4e0e NPS \u8c03\u7814\u4fdd\u6301\u4e00\u81f4\u6216\u76f8\u4f3c\uff0c\u5426\u5219\u8865\u5145\u6570\u636e\u7684\u53ef\u9760\u6027\u53ef\u80fd\u4f1a\u6709\u6240\u964d\u4f4e\u3002<\/p>\n\n\n\n<h3><strong>3. \u5f00\u5c55\u5b9a\u6027\u8bbf\u8c08\u6316\u6398\u6df1\u5ea6\u4fe1\u606f<\/strong><\/h3>\n\n\n\n<p>\u5982\u679c\u6837\u672c\u91cf\u8f83\u5c11\uff0c\u90a3\u4e48\u4e3b\u52a8\u8054\u7cfb\u53d7\u8bbf\u8005\u5f00\u5c55\u6df1\u5ea6\u8bbf\u8c08\u4e5f\u662f\u4e2a\u4e0d\u9519\u7684\u4e3b\u610f\u3002\u9762\u5bf9\u9762\u4ea4\u6d41\u66f4\u5bb9\u6613\u590d\u73b0\u5ba2\u6237\u5728\u4ea7\u54c1\u4f7f\u7528\u8fc7\u7a0b\u4e2d\u9047\u5230\u7684\u95ee\u9898\u548c\u963b\u788d\uff0c\u4e5f\u6709\u52a9\u4e8e\u91ca\u653e\u5206\u503c\u8bc4\u4ef7\u80cc\u540e\u7684\u771f\u5b9e\u7684\u5ba2\u6237\u8bc9\u6c42\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"689\" src=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-006-1024x689.png\" alt=\"\" class=\"wp-image-1269\" srcset=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-006-1024x689.png 1024w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-006-300x202.png 300w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-006-768x517.png 768w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-006.png 1050w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>\u62e5\u6709\u5145\u8db3\u7684 NPS \u6570\u636e\u540e\uff0c\u6211\u4eec\u4fbf\u53ef\u4ee5\u6839\u636e\u76ee\u6807\u63a8\u8fdb\u6570\u636e\u5206\u6790\u548c\u6570\u636e\u89e3\u8bfb\uff0c\u800c\u5176\u4e2d\u4e00\u4e2a\u975e\u5e38\u91cd\u8981\u7684\u6b65\u9aa4\u662f\u5bf9\u53d7\u8bbf\u8005\u8fdb\u884c\u7ec6\u5206\u7ba1\u7406\u3002<\/p>\n\n\n\n<p>\u53d7\u8bbf\u8005\u5c5e\u6027\u662f\u4e00\u4e2a\u975e\u5e38\u5b9d\u85cf\u7684\u6570\u636e\u5e93\uff0c\u5b83\u53ef\u4ee5\u5e2e\u52a9\u6211\u4eec\u4e86\u89e3\u7528\u6237\u7684\u89d2\u8272\u8eab\u4efd\u3001\u6240\u5904\u884c\u4e1a\u3001\u4f7f\u7528\u4ea7\u54c1\u7684\u65f6\u957f\u548c\u4e60\u60ef\u3001\u5bf9\u4ea7\u54c1\u7684\u4e3b\u8981\u529f\u80fd\u8bc9\u6c42\u7b49\u91cd\u8981\u4fe1\u606f\u3002\u5c06 NPS \u8c03\u7814\u6570\u636e\u6309\u7167\u5173\u952e\u5c5e\u6027\u5206\u7ec4\u7ba1\u7406\uff0c\u5e76\u6316\u6398\u5176\u4e0e\u4e3b\u89c2\u6027\u6570\u636e\u95f4\u7684\u6b63\u5411\u5f3a\u5173\u8054\u5173\u7cfb\uff0c\u4ea7\u54c1\u56e2\u961f\u5c06\u6709\u673a\u4f1a\u5feb\u901f\u8bc6\u522b\u51fa\u9ad8\u4ef7\u503c\u7684\u4ea7\u54c1\u4f18\u5316\u548c\u6539\u8fdb\u5efa\u8bae\uff0c\u53ca\u65f6\u54cd\u5e94\u771f\u6b63\u7684\u5ba2\u6237\u9700\u6c42\u3002<\/p>\n\n\n\n<p>\u63a5\u4e0b\u6765\uff0c\u4ea7\u54c1\u56e2\u961f\u5c06\u7ed3\u5408 NPS \u8c03\u7814\u7ed3\u679c\u548c\u65f6\u95f4\u3001\u8d44\u6e90\u7b49\u9650\u5236\uff0c\u63d0\u51fa\u53ef\u884c\u4e14\u654f\u6377\u7684\u4ea7\u54c1\u7b56\u7565\uff0c\u5305\u62ec\u4f46\u4e0d\u9650\u4e8e\u73b0\u6709\u529f\u80fd\u7684\u4f18\u5316\u548c\u9ad8\u4ef7\u503c\u9700\u6c42\u7684\u6784\u5efa\u7b49\u3002<\/p>\n\n\n\n<p>\u6700\u540e\uff0c\u522b\u5fd8\u4e86\u5b9a\u671f\u8ddf\u8e2a NPS \u7684\u52a8\u6001\u53d8\u5316\uff0c\u6301\u7eed\u5173\u6ce8\u4f18\u5316\u6548\u679c\uff0c\u6301\u7eed\u8fdb\u6b65\u3002<\/p>\n\n\n\n<h2><strong>\u7b80\u800c\u8a00\u4e4b<\/strong><\/h2>\n\n\n\n<p>\u4f7f\u7528 NPS \u7ba1\u7406\u7814\u53d1\u4f18\u5148\u7ea7\u9700\u8981\u7814\u53d1\u56e2\u961f\u8bbe\u7f6e\u7cbe\u7b80\u4e14\u8f7b\u91cf\u7684 NPS \u95ee\u5377\uff0c\u7ed3\u5408\u5176\u4ed6\u53ef\u9760\u7684\u5ba2\u6237\u53cd\u9988\u6570\u636e\uff0c\u5728\u6570\u636e\u7684\u6709\u6548\u7ec6\u5206\u548c\u7cbe\u7ec6\u5316\u7ba1\u7406\u4e2d\u627e\u5230\u5e76\u6784\u5efa\u5229\u76ca\u76f8\u5173\u8005\u771f\u6b63\u9700\u8981\u7684\u529f\u80fd\u548c\u9700\u6c42\uff0c\u8ba9\u7814\u53d1\u4ea4\u4ed8\u4e3a\u4ef7\u503c\u3001\u4e3a\u4e1a\u52a1\u670d\u52a1\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"265\" src=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-007-1024x265.png\" alt=\"\" class=\"wp-image-1270\" srcset=\"https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-007-1024x265.png 1024w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-007-300x78.png 300w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-007-768x199.png 768w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-007-1536x397.png 1536w, https:\/\/ligai.cn\/blog\/wp-content\/uploads\/2023\/08\/0728-007.png 2003w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<p><strong>>> LigaAI \u5f80\u671f\u7cbe\u5f69\u9605\u8bfb &lt;&lt;<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/ligai.cn\/blog\/%e7%a0%94%e5%8f%91%e7%ae%a1%e7%90%86\/1258.html\">\u8fd9 4 \u4e2a\u7cfb\u7edf\u53ef\u9760\u6027\u8bc4\u4f30\u6307\u6807\uff0c\u53ef\u80fd\u6bd4 MTTR \u66f4\u9760\u8c31\uff01<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/ligai.cn\/blog\/team\/1243.html\">LigaAI\uff1a\u4ece\u6548\u7387\u3001\u5ea6\u91cf\u548c\u4ef7\u503c\u7ef4\u5ea6\uff0c\u6210\u4e3a\u7814\u53d1\u56e2\u961f\u7684\u667a\u80fd\u533b\u751f<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/ligai.cn\/blog\/%e7%a0%94%e5%8f%91%e7%ae%a1%e7%90%86\/1241.html\">\u9ad8\u7ee9\u6548\u56e2\u961f\u7684 5 \u4e2a\u4f18\u79c0\u4e60\u60ef\uff0c\u770b\u770b\u4f60\u5360\u4e86\u51e0\u4e2a\uff1f<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/ligai.cn\/blog\/%e7%a0%94%e5%8f%91%e7%ae%a1%e7%90%86\/1238.html\">\u7814\u53d1\u8d28\u91cf\u6307\u6807\u5927 PK\uff1aMTTR vs MTBF\uff0c\u8c01\u662f\u9760\u8c31\u738b\uff1f<\/a><\/p>\n\n\n\n<p><strong>\u4e86\u89e3\u66f4\u591a\u5f00\u53d1\u8005\u63d0\u6548\u3001\u7814\u53d1\u6548\u80fd\u7ba1\u7406\u3001\u524d\u6cbf\u6280\u672f\u7b49\u6d88\u606f\uff0c\u6b22\u8fce\u5173\u6ce8 LigaAI\u3002\u6b22\u8fce\u4f53\u9a8c\u6211\u4eec\u7684\u4ea7\u54c1\uff0c\u671f\u5f85\u4e0e\u4f60\u4e00\u8def\u540c\u884c\uff01<\/strong><\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u300c\u4e0d\u4e86\u89e3\u5229\u76ca\u76f8\u5173\u8005\u7684\u9700\u6c42\u662f\u50f5\u5c38 Scrum \u56e2\u961f\u7684\u56db\u5927\u5e38\u89c1\u75c7\u72b6\u4e4b\u4e00\uff0c\u5176\u4e3b\u8981\u8868\u73b0\u4e3a\u6210\u5458\u4eec\u5ffd\u89c6\u4ef7\u503c\u94fe\u4e0a\u4e0b\u6e38\u7684\u5185\u5bb9\uff0c &#8230; <a title=\"\u5982\u4f55\u7528 NPS \u786e\u5b9a\u7814\u53d1\u4f18\u5148\u7ea7\uff0c\u6253\u7834\u6280\u672f\u4e0e\u4e1a\u52a1\u7684\u6b21\u5143\u58c1\uff1f\" class=\"read-more\" href=\"https:\/\/ligai.cn\/blog\/%e7%a0%94%e5%8f%91%e7%ae%a1%e7%90%86\/1262.html\" aria-label=\"\u7ee7\u7eed\u9605\u8bfb\u5982\u4f55\u7528 NPS \u786e\u5b9a\u7814\u53d1\u4f18\u5148\u7ea7\uff0c\u6253\u7834\u6280\u672f\u4e0e\u4e1a\u52a1\u7684\u6b21\u5143\u58c1\uff1f\">\u9605\u8bfb\u66f4\u591a<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[50],"tags":[52],"_links":{"self":[{"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/posts\/1262"}],"collection":[{"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/comments?post=1262"}],"version-history":[{"count":1,"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/posts\/1262\/revisions"}],"predecessor-version":[{"id":1271,"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/posts\/1262\/revisions\/1271"}],"wp:attachment":[{"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/media?parent=1262"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/categories?post=1262"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ligai.cn\/blog\/wp-json\/wp\/v2\/tags?post=1262"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}