{"id":6383,"date":"2022-01-05T20:00:34","date_gmt":"2022-01-05T13:00:34","guid":{"rendered":"https:\/\/tino.org\/?p=6383"},"modified":"2025-06-11T15:32:39","modified_gmt":"2025-06-11T08:32:39","slug":"bang-cau-hoi-khao-sat-su-hai-long-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/tino.vn\/blog\/bang-cau-hoi-khao-sat-su-hai-long-cua-khach-hang\/","title":{"rendered":"Ph\u01b0\u01a1ng ph\u00e1p x\u00e2y d\u1ef1ng b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n

\u201cKh\u00e1ch h\u00e0ng l\u00e0 Th\u01b0\u1ee3ng \u0110\u1ebf\u201d, nhi\u1ec7m v\u1ee5 c\u1ee7a m\u1ecdi doanh nghi\u1ec7p l\u00e0 t\u1ea1o ra s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 c\u1ee7ng c\u1ed1 ni\u1ec1m tin cho kh\u00e1ch h\u00e0ng. C\u00f3 th\u1ec3 n\u00f3i, s\u1ef1 tin t\u01b0\u1edfng, h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> ch\u00ednh l\u00e0 \u201cnh\u1ecbp \u0111\u1eadp\u201d duy tr\u00ec s\u1ef1 s\u1ed1ng v\u00e0 kh\u1ea3 n\u0103ng ph\u00e1t tri\u1ec3n c\u1ee7a m\u1ed9t doanh nghi\u1ec7p. V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng d\u00e0nh cho doanh nghi\u1ec7p? H\u00e3y c\u00f9ng Tino Group tham kh\u1ea3o b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec3 bi\u1ebft c\u00e1ch x\u00e2y d\u1ef1ng b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u00e9!<\/strong> <\/p>\n\n\n\n

<\/a>T\u00ecm hi\u1ec3u v\u1ec1 b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n\n\n\n

<\/a>Th\u1ebf n\u00e0o l\u00e0 b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng?<\/strong><\/h3>\n\n\n\n

\n B\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t phi\u1ebfu kh\u1ea3o s\u00e1t \u0111\u01b0\u1ee3c c\u00e1c doanh nghi\u1ec7p bi\u00ean so\u1ea1n nh\u1eb1m thu th\u1eadp \u00fd ki\u1ebfn t\u1eeb ng\u01b0\u1eddi ti\u00eau d\u00f9ng. T\u1eeb \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh.\n<\/p>\n\n\n\n

\"bang-cau-hoi-khao-sat-su-hai-long-cua-khach-hang\"<\/figure><\/div>\n\n\n\n

\n Th\u00f4ng th\u01b0\u1eddng, b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng d\u1ef1a tr\u00ean t\u1eebng lo\u1ea1i s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ri\u00eang bi\u1ec7t. \u0110i\u1ec1u n\u00e0y gi\u00fap doanh nghi\u1ec7p t\u1ed5ng h\u1ee3p m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c c\u00e1c y\u1ebfu t\u1ed1 c\u00f3 li\u00ean quan \u0111\u1ebfn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, nh\u01b0: m\u00f9i v\u1ecb, bao b\u00ec, gi\u00e1 c\u1ea3, phong c\u00e1ch ph\u1ee5c v\u1ee5, t\u00ednh n\u0103ng, l\u1ee3i \u00edch,…\n<\/p>\n\n\n\n

\n Nh\u1eefng b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t ch\u00ednh l\u00e0 \u201cti\u1ec1n \u0111\u1ec1\u201d gi\u00fap doanh nghi\u1ec7p t\u1ea1o ra c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 ho\u00e0n thi\u1ec7n nh\u1ea5t. D\u1ef1a tr\u00ean \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 tung ra th\u1ecb tr\u01b0\u1eddng c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng \u0111\u1ed1i t\u01b0\u1ee3ng s\u1eed d\u1ee5ng.\n<\/p>\n\n\n\n

<\/a>V\u00ec sao ph\u1ea3i kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng?<\/strong><\/h3>\n\n\n\n

\n C\u00f3 th\u1ec3 n\u00f3i, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 th\u01b0\u1edbc \u0111o chu\u1ea9n m\u1ef1c nh\u1ea5t \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh gi\u00e1 tr\u1ecb c\u1ee7a s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5. \u0110i\u1ec1u n\u00e0y c\u00f2n ph\u1ea3n \u00e1nh th\u00e0nh qu\u1ea3 m\u00e0 doanh nghi\u1ec7p g\u1eb7t h\u00e1i \u0111\u01b0\u1ee3c trong qu\u00e1 tr\u00ecnh c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.\n<\/p>\n\n\n\n

\n V\u00ec v\u1eady, s\u1eed d\u1ee5ng b\u1ea3ng c\u00e2u h\u1ecfi \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 nhi\u1ec7m v\u1ee5 kh\u00f4ng th\u1ec3 thi\u1ebfu \u0111\u1ed1i v\u1edbi m\u1ecdi doanh nghi\u1ec7p. D\u00f9 b\u1ea1n \u0111ang ho\u1ea1t \u0111\u1ed9ng trong l\u0129nh v\u1ef1c n\u00e0o, vi\u1ec7c x\u00e2y d\u1ef1ng b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1eabn l\u00e0 m\u1ed9t nhi\u1ec7m v\u1ee5 \u201ct\u1ed1i th\u01b0\u1ee3ng\u201d.\n<\/p>\n\n\n\n

\n B\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t ch\u00ednh l\u00e0 \u201ct\u1ea5m g\u01b0\u01a1ng\u201d r\u00f5 n\u00e9t nh\u1ea5t ph\u1ea3n \u00e1nh suy ngh\u0129, t\u00e2m t\u01b0 v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u. M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00e0ng cao, kh\u1ea3 n\u0103ng t\u0103ng tr\u01b0\u1edfng doanh thu c\u1ee7a doanh nghi\u1ec7p c\u00e0ng l\u1edbn v\u00e0 ng\u01b0\u1ee3c l\u1ea1i. \n<\/p>\n\n\n\n

\"bang-cau-hoi-khao-sat-su-hai-long-cua-khach-hang\"<\/figure><\/div>\n\n\n\n

\n B\u00ean c\u1ea1nh \u0111\u00f3, b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng c\u00f2n l\u00e0 \u201cchi\u1ebfc ch\u00eca kh\u00f3a\u201d gi\u00fap doanh nghi\u1ec7p ph\u00e1t hi\u1ec7n ra nh\u1eefng l\u1ed7 h\u1ed5ng v\u00e0 thi\u1ebfu s\u00f3t c\u1ee7a m\u00ecnh. T\u1eeb \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eeda ch\u1eefa, c\u1ea3i thi\u1ec7n \u0111\u1ec3 t\u1ea1o ra s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u00e0n thi\u1ec7n h\u01a1n. \n<\/p>\n\n\n\n

<\/a>4 lo\u1ea1i kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n\n\n\n

\n C\u00f3 v\u00f4 s\u1ed1 c\u00e1ch th\u1ee9c kh\u00e1c nhau \u0111\u1ec3 doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5. B\u00ean c\u1ea1nh \u0111\u00f3, m\u1ed7i ph\u01b0\u01a1ng ph\u00e1p s\u1ebd mang l\u1ea1i hi\u1ec7u qu\u1ea3 kh\u00e1c nhau, gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n c\u00e1c kh\u00eda c\u1ea1nh v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng.\n<\/p>\n\n\n\n

\n Trong b\u00e0i vi\u1ebft n\u00e0y, Tino Group s\u1ebd gi\u1edbi thi\u1ec7u 4 lo\u1ea1i kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng, bao g\u1ed3m: \u0111i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT), \u0111i\u1ec3m khuy\u1ebfn m\u1ea1i r\u00f2ng (NPS\u24c7), \u0111i\u1ec3m n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (CES) v\u00e0 c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t quan tr\u1ecdng.\n<\/p>\n\n\n\n

<\/a>\u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT)<\/strong><\/h4>\n\n\n\n

\n Khi kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng m\u1ed9t v\u00e0i c\u00e2u h\u1ecfi \u0111\u01a1n gi\u1ea3n v\u1edbi l\u1eddi ph\u1ea3n h\u1ed3i nh\u1ecb ph\u00e2n, v\u00ed d\u1ee5: c\u00f3\/kh\u00f4ng, h\u00e0i l\u00f2ng\/kh\u00f4ng h\u00e0i l\u00f2ng, k\u00ed t\u1ef1 vui\/k\u00ed t\u1ef1 bu\u1ed3n,… M\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi minh h\u1ecda:\n<\/p>\n\n\n\n

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