{
    "id": 937,
    "date": "2020-10-24T18:18:23",
    "date_gmt": "2020-10-24T16:18:23",
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        "rendered": "https:\/\/www.surveyrock.com\/blog\/?p=937"
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    "modified": "2020-10-24T20:39:46",
    "modified_gmt": "2020-10-24T18:39:46",
    "slug": "net-promoter-score-nps-with-online-survey",
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    "link": "http:\/\/www.surveyrock.com\/blog\/da\/net-promoter-score-nps-med-online-survey\/",
    "title": {
        "rendered": "Net Promoter Score (NPS) med en online unders\u00f8gelse"
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    "content": {
        "rendered": "<p>Net Promoter Score, eller NPS, er et tal, der fort\u00e6ller dig, hvor sandsynligt det er, at dine kunder vil anbefale dit produkt, din service eller din virksomhed til en ven eller kollega.  Det kr\u00e6ver blot et simpelt sp\u00f8rgsm\u00e5l som det nedenst\u00e5ende i en unders\u00f8gelse. <\/p>\n\n\n\n<!--more-->\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24135322\/image-8.png\" alt=\"\" class=\"wp-image-938\" width=\"474\" height=\"144\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24135322\/image-8.png 632w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24135322\/image-8-300x91.png 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24135322\/image-8-150x46.png 150w\" sizes=\"auto, (max-width: 474px) 100vw, 474px\" \/><figcaption>Net Promoter Score Sp\u00f8rgsm\u00e5l<\/figcaption><\/figure>\n\n\n\n<p>Den beregnes ved at tage den procentdel af kunderne, der sandsynligvis vil promovere dit produkt (score p\u00e5 9 eller 10 = \"promotorer\") og tr\u00e6kke de kunder fra, der sandsynligvis ikke vil promovere det (score p\u00e5 6 eller lavere = \"afvisere\").  De personer, der svarer med 7 eller 8, kaldes \"passive\", og deres tal bruges kun i den samlede procentberegning.  Net Promoter Score er meget popul\u00e6r, is\u00e6r p\u00e5 grund af dens enkelhed og brugervenlighed.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Hvad er NPS?<\/h3>\n\n\n\n<p>NPS er et ber\u00f8mt ledelsesv\u00e6rkt\u00f8j, der bruges til at m\u00e5le kundetilfredshed.  Det er s\u00e5 popul\u00e6rt, at det nu bruges af <a href=\"https:\/\/fortune.com\/longform\/net-promoter-score-fortune-500-customer-satisfaction-metric\/\" target=\"_blank\" rel=\"noreferrer noopener\">to tredjedele af Fortune 1000-virksomhederne<\/a>.  Det blev skabt af (og er et registreret varem\u00e6rke af) Frederick Reichheld, Bain &amp; Company og Satmetrix.  Net Promoter Score blev f\u00f8rste gang introduceret i en artikel i Harvard Business Review fra december 2003 med titlen \"<a rel=\"noreferrer noopener\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\">Det eneste tal, du har brug for at vokse<\/a>&#8220;.<\/p>\n\n\n\n<p>Ved at bruge vores <a rel=\"noreferrer noopener\" href=\"https:\/\/www.surveyrock.com\/template\/sample-net-promoter-score-nps-survey-template-13509\" target=\"_blank\">skabelon til unders\u00f8gelse<\/a> kan du oprette din egen NPS-unders\u00f8gelse p\u00e5 f\u00e5 minutter.  Selv om det sp\u00f8rgsm\u00e5l, der er vist ovenfor, er alt, hvad der er n\u00f8dvendigt for at beregne scoren, er det bedste praksis at inkludere opf\u00f8lgende sp\u00f8rgsm\u00e5l for at f\u00e5 mere at vide om dine kunder eller klienter.  <\/p>\n\n\n\n<p>Vi anbefaler is\u00e6r at tilf\u00f8je et sp\u00f8rgsm\u00e5l som \"Hvad kan vi g\u00f8re for at forbedre denne [virksomhed\/produkt\/service]?\" (inkluderet i vores <a href=\"https:\/\/support.surveyrock.com\/support\/solutions\/articles\/4000069988-use-one-of-our-many-sample-survey-templates\" target=\"_blank\" rel=\"noreferrer noopener\">skabelon<\/a>).  Dette sp\u00f8rgsm\u00e5l kan derefter f\u00f8lges op med et offline telefonopkald eller en e-mail for at indsamle flere oplysninger.  M\u00e5let er at forbedre din tjeneste eller dit produkt for at g\u00f8re kritikere til promotorer!  <\/p>\n\n\n\n<p>N\u00e5r du bruger en NPS-unders\u00f8gelse i dine kundeinteraktioner og opf\u00f8lgning, sender du et st\u00e6rkt budskab om, at du er interesseret i at forbedre din service, og at du er interesseret i, hvordan de har det.  Du viser dem din dedikation til kundens succes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Beregning af NPS<\/h3>\n\n\n\n<p>Det er nemt at beregne NPS.  Tr\u00e6k f\u00f8rst antallet af kritikere fra antallet af fortalere og divider det med antallet af personer, der har svaret p\u00e5 sp\u00f8rgsm\u00e5let.  Matematisk set ser det s\u00e5ledes ud:<\/p>\n\n\n\n<div class=\"wp-block-mathml-mathmlblock\">\\[{{PromotersCount-DetractorsCount \\over PromotersCount+PassivesCount+DetractorsCount}*100\\]<script type=\"text\/javascript\" src=\"https:\/\/www.surveyrock.com\/blog\/wp-includes\/js\/dist\/hooks.min.js?ver=dd5603f07f9220ed27f1\" id=\"wp-hooks-js\"><\/script>\n<script type=\"text\/javascript\" src=\"https:\/\/www.surveyrock.com\/blog\/wp-includes\/js\/dist\/i18n.min.js?ver=c26c3dc7bed366793375\" id=\"wp-i18n-js\"><\/script>\n<script type=\"text\/javascript\" id=\"wp-i18n-js-after\">\n\/* <![CDATA[ *\/\nwp.i18n.setLocaleData( { 'text direction\\u0004ltr': [ 'ltr' ] } );\n\/\/# sourceURL=wp-i18n-js-after\n\/* ]]> *\/\n<\/script>\n<script  async type=\"text\/javascript\" src=\"https:\/\/cdnjs.cloudflare.com\/ajax\/libs\/mathjax\/2.7.7\/MathJax.js?config=TeX-MML-AM_CHTML\" id=\"mathjax-js\"><\/script>\n<\/div>\n\n\n\n<p>Scoren er et tal mellem -100 (alle er negative) og +100 (alle er positive), og jo h\u00f8jere tallet er, jo bedre!  <\/p>\n\n\n\n<p>Enhver NPS-score over 0 er god.  Det betyder, at dit publikum er mere loyalt end ikke loyalt.  Alt over 20 anses for at v\u00e6re positivt. Bain &amp; Co, der er ophavsmand til NPS-systemet, foresl\u00e5r, at over 50 er fremragende, og over 80 er verdensklasse. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/www.netpromoter.com\/compare\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" width=\"750\" height=\"546\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24175106\/2016-b2c-sps-sector-averages.jpg\" alt=\"NPS-pr\u00f8ve af branchebenchmarks\" class=\"wp-image-955\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24175106\/2016-b2c-sps-sector-averages.jpg 750w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24175106\/2016-b2c-sps-sector-averages-300x218.jpg 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24175106\/2016-b2c-sps-sector-averages-150x109.jpg 150w\" sizes=\"auto, (max-width: 750px) 100vw, 750px\" \/><\/a><figcaption>NPS Benchmarking | Kilde: NICE Satmetrix<\/figcaption><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>Desv\u00e6rre er det ikke muligt at sige pr\u00e6cist, hvad der er en god score og hvad der er en d\u00e5rlig score i absolutte tal, fordi hver branche er lidt forskellig, som du kan se i diagrammet ovenfor.  <\/p>\n\n\n\n<p>Desuden er der ogs\u00e5 regionale forskelle.  F.eks. giver sydamerikanske forbrugere ofte <a href=\"https:\/\/www.businesswire.com\/news\/home\/20070222005121\/en\/Satmetrix-Reveals-Findings-Cultural-Differences-Customer-Loyalty\" target=\"_blank\" rel=\"noreferrer noopener\">h\u00f8jere tilfredshedsscore<\/a> end andre kulturelle grupper, mens de japanske forbrugere er de <a href=\"https:\/\/www.medallia.com\/press-release\/japanese-consumers-set-the-bar-for-high-standards-while-south-americans-are-the-easiest-to-please-new-research-finds\/\" target=\"_blank\" rel=\"noreferrer noopener\">sv\u00e6rest at tilfredsstille<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Hvorn\u00e5r skal du bruge en NPS-unders\u00f8gelse?<\/h3>\n\n\n\n<p>Der er mange tilf\u00e6lde, hvor det vil v\u00e6re en god id\u00e9 at tjekke med dine kunder for at se, hvor godt de nyder at arbejde sammen med dig.  Her er blot et par stykker:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>N\u00e5r de har afsluttet en interaktion med din serviceafdeling.  Det er bedst at g\u00f8re det s\u00e5 hurtigt som muligt, s\u00e5 de ikke glemmer nogen detaljer.<\/li><li>N\u00e5r de er f\u00e6rdige med at bruge dit produkt eller din tjeneste<\/li><li>Kort efter at de er begyndt at bruge din service for at finde ud af, om der er mangler i forhold til salgs-\/markedsf\u00f8ringsoplevelsen.  Dette hj\u00e6lper dig ogs\u00e5 med at opdage eventuelle problemer tidligt. En anden fordel ved denne fremgangsm\u00e5de er, at den giver dig mulighed for at se fremskridt over tid.<\/li><\/ul>\n\n\n\n<p>Generelt er det bedst at udsende en NPS-unders\u00f8gelse, n\u00e5r kunden har n\u00e5et en vigtig milep\u00e6l med din service, eller, hvis kunden har v\u00e6ret hos din virksomhed i lang tid, efter en vis periode.<\/p>\n\n\n\n<p>Net Promoter Score er et signal p\u00e5 h\u00f8jt niveau og b\u00f8r f\u00f8lges og m\u00e5les over tid.  For langvarige kunder anbefaler vi, at man tjekker regelm\u00e6ssigt, m\u00e5ske hvert kvartal.  Du \u00f8nsker ikke at g\u00f8re det s\u00e5 ofte, at de bliver tr\u00e6tte af sp\u00f8rgsm\u00e5let, men det skal v\u00e6re ofte nok til at give dig tid til at justere kursen, hvis det er n\u00f8dvendigt.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Kom godt i gang med NPS<\/h3>\n\n\n\n<p>Det er meget nemt at komme i gang med NPS med SurveyRock.  Bare&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/login\">login<\/a>&nbsp;eller&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/signup\">oprette en gratis konto for at komme i gang<\/a>!  Klik p\u00e5 \"+Skab\" og derefter p\u00e5 \"Survey from Template\" (unders\u00f8gelse fra skabelon) for at se alle vores forskellige skabeloner til unders\u00f8gelser p\u00e5 dit dashboard.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"224\" height=\"149\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163418\/image-9.png\" alt=\"\" class=\"wp-image-945\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163418\/image-9.png 224w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163418\/image-9-150x100.png 150w\" sizes=\"auto, (max-width: 224px) 100vw, 224px\" \/><\/figure>\n\n\n\n<p>Rul ned til \"Net Promoter Score\", og klik p\u00e5 titlen for at se et eksempel p\u00e5 et sp\u00f8rgeskema eller p\u00e5 knappen \"V\u00e6lg\" for at kopiere NPS-skabelonen til dit instrumentbr\u00e6t.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"441\" height=\"51\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163740\/image-10.png\" alt=\"\" class=\"wp-image-946\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163740\/image-10.png 441w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163740\/image-10-300x35.png 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163740\/image-10-150x17.png 150w\" sizes=\"auto, (max-width: 441px) 100vw, 441px\" \/><\/figure><\/div>\n\n\n\n<p>Du har nu en 4 siders NPS-unders\u00f8gelse, som du kan tilpasse efter eget \u00f8nske. Den f\u00f8rste side er selve NPS-sp\u00f8rgsm\u00e5let.  Den anden er et opf\u00f8lgningssp\u00f8rgsm\u00e5l, som hj\u00e6lper dig med at f\u00e5 indsigt i, hvorfor kunden valgte det nummer, som han\/hun gjorde.  Den tredje side hj\u00e6lper dig med demografiske oplysninger, og den sidste side er til hj\u00e6lp i forbindelse med eventuel efterf\u00f8lgende kontakt.  Det er alt, hvad der skal til!<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24164354\/image-12.png\" alt=\"\" class=\"wp-image-948\" width=\"471\" height=\"136\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24164354\/image-12.png 642w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24164354\/image-12-300x87.png 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24164354\/image-12-150x44.png 150w\" sizes=\"auto, (max-width: 471px) 100vw, 471px\" \/><figcaption>Opf\u00f8lgende sp\u00f8rgsm\u00e5l<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Anvendelse af NPS-dataene<\/h3>\n\n\n\n<p>S\u00e5 du har oprettet en NPS-unders\u00f8gelse og er nu i gang med at indsamle kundefeedback.  Hvad er det n\u00e6ste skridt?  Hvordan kan du konvertere disse oplysninger til brugbar information?  Bain, som er en af skaberne af Net Promoter Score, tilbyder <a href=\"https:\/\/www.bain.com\/insights\/closing-the-customer-feedback-loop-newsletter\" target=\"_blank\" rel=\"noreferrer noopener\">nogle forslag<\/a>.  <\/p>\n\n\n\n<p>\"Husk, at hver eneste transaktion, som din virksomhed har med kunderne, er en mulighed for at skabe en promotor. Men de kundeoplevelser, der betyder mest, er 'sandhedens \u00f8jeblikke', de f\u00e5 kontakter, der har det st\u00f8rste potentiale til at gl\u00e6de - eller fremmedg\u00f8re - kunderne\".  Bain tilbyder en tjekliste med 5 punkter til kundefeedback, som kan hj\u00e6lpe dig med at fastl\u00e6gge din strategi for kundeservice i hele virksomheden.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Er du n\u00e5et til enighed om din virksomheds fem mest kritiske \"sandhedens \u00f8jeblikke\" i forhold til kunderne?<\/li><li>F\u00e5r medarbejdere og ledere rutinem\u00e6ssigt, dagligt eller ugentligt feedback fra kunderne?<\/li><li>Fort\u00e6ller du kunderne, hvilken betydning deres feedback har haft for forbedringen af dine processer?<\/li><li>Ved du, hvor stor en procentdel af de kritikere, som din virksomhed nu omdanner til promotorer gennem service recovery-processer?<\/li><li>Kan du s\u00e6tte en v\u00e6rdi p\u00e5 at g\u00f8re en modstander til en fortaler?<\/li><\/ul>\n\n\n\n<p class=\"has-cyan-bluish-gray-color has-text-color has-small-font-size\"><br><br>Net Promoter, Net Promoter Score og NPS er registrerede varem\u00e6rker tilh\u00f8rende Bain &amp; Company, Inc., Fred Reichheld og Satmetrix Systems, Inc.<\/p>",
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        "rendered": "<p>Net Promoter Score, eller NPS, er et tal, der fort\u00e6ller dig, hvor sandsynligt det er, at dine kunder vil anbefale dit produkt, din service eller din virksomhed til en ven eller kollega. Det kr\u00e6ver blot et simpelt sp\u00f8rgsm\u00e5l som det nedenst\u00e5ende i en unders\u00f8gelse.<\/p>",
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