{
    "id": 937,
    "date": "2020-10-24T18:18:23",
    "date_gmt": "2020-10-24T16:18:23",
    "guid": {
        "rendered": "https:\/\/www.surveyrock.com\/blog\/?p=937"
    },
    "modified": "2020-10-24T20:39:46",
    "modified_gmt": "2020-10-24T18:39:46",
    "slug": "net-promoter-score-nps-with-online-survey",
    "status": "publish",
    "type": "post",
    "link": "http:\/\/www.surveyrock.com\/blog\/lt\/net-promoter-score-nps-with-online-survey\/",
    "title": {
        "rendered": "Grynasis populiarumo balas (NPS) naudojant internetin\u0119 apklaus\u0105"
    },
    "content": {
        "rendered": "<p>Grynasis populiarumo balas (angl. Net Promoter Score, sutrumpintai NPS) - tai skai\u010dius, kuris parodo, kiek tik\u0117tina, kad j\u016bs\u0173 klientai rekomenduos j\u016bs\u0173 produkt\u0105, paslaug\u0105 ar \u012fmon\u0119 draugui ar kolegai.  Tereikia paprasto apklausos klausimo, pavyzd\u017eiui, toliau pateikto. <\/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>Grynojo populiarumo balas Klausimas<\/figcaption><\/figure>\n\n\n\n<p>Jis apskai\u010diuojamas imant procentin\u0119 dal\u012f klient\u0173, kurie gali reklamuoti j\u016bs\u0173 produkt\u0105 (9 arba 10 bal\u0173 = \"reklamuotojai\"), ir atimant tuos klientus, kurie grei\u010diausiai jo nereklamuos (6 arba ma\u017eiau bal\u0173 = \"atstumtieji\").  \u017dmon\u0117s, kurie atsako 7 arba 8 balais, vadinami \"pasyviaisiais\" ir j\u0173 skai\u010dius naudojamas tik apskai\u010diuojant bendr\u0105 procentin\u0119 dal\u012f.  Grynasis populiarumo rodiklis pla\u010diai paplit\u0119s daugiausia d\u0117l to, kad yra paprastas ir lengvai naudojamas.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Kas yra NPS?<\/h3>\n\n\n\n<p>NPS yra \u017einomas valdymo \u012frankis, naudojamas klient\u0173 pasitenkinimui matuoti.  Ji tokia populiari, kad dabar j\u0105 naudoja <a href=\"https:\/\/fortune.com\/longform\/net-promoter-score-fortune-500-customer-satisfaction-metric\/\" target=\"_blank\" rel=\"noreferrer noopener\">du tre\u010ddaliai \"Fortune 1000<\/a>.  J\u012f suk\u016br\u0117 (ir yra registruotas Frederick Reichheld, \"Bain &amp; Company\" ir \"Satmetrix\" prek\u0117s \u017eenklas).  Grynasis populiarumo rodiklis pirm\u0105 kart\u0105 pristatytas 2003 m. gruod\u017eio m\u0117n. straipsnyje \"Harvard Business Review\", pavadintame \"<a rel=\"noreferrer noopener\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\">Vienintelis skai\u010dius, kur\u012f reikia auginti<\/a>&#8220;.<\/p>\n\n\n\n<p>Naudodamiesi m\u016bs\u0173 <a rel=\"noreferrer noopener\" href=\"https:\/\/www.surveyrock.com\/template\/sample-net-promoter-score-nps-survey-template-13509\" target=\"_blank\">apklausos \u0161ablonas<\/a> per kelias minutes galite sukurti savo NPS apklaus\u0105.  Nors pirmiau pateiktas klausimas yra viskas, ko reikia rezultatui apskai\u010diuoti, geriausia praktika yra \u012ftraukti papildomus klausimus, kad su\u017einotum\u0117te daugiau apie savo klientus ar klientus.  <\/p>\n\n\n\n<p>Ypa\u010d rekomenduojame \u012ftraukti tok\u012f klausim\u0105: \"K\u0105 galime padaryti, kad pagerintume \u0161i\u0105 [\u012fmon\u0119\/produkt\u0105\/paslaug\u0105]?\" (\u012ftrauktas \u012f m\u016bs\u0173 <a href=\"https:\/\/support.surveyrock.com\/support\/solutions\/articles\/4000069988-use-one-of-our-many-sample-survey-templates\" target=\"_blank\" rel=\"noreferrer noopener\">\u0161ablonas<\/a>).  Po \u0161io apklausos klausimo b\u016bt\u0173 galima paskambinti telefonu arba para\u0161yti el. lai\u0161k\u0105, kad b\u016bt\u0173 surinkta daugiau informacijos.  Tikslas - patobulinti savo paslaug\u0105 ar produkt\u0105, kad nepritariantys respondentai tapt\u0173 reklamuotojais!  <\/p>\n\n\n\n<p>Kai bendraudami su klientais ir vykdydami tolesnius veiksmus naudojate NPS apklaus\u0105, siun\u010diate ai\u0161k\u0173 signal\u0105, kad esate suinteresuoti gerinti savo paslaugas ir kad jums r\u016bpi, kaip jie jau\u010diasi.  Taip parodote jiems savo atsidavim\u0105 klient\u0173 s\u0117kmei.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">NPS apskai\u010diavimas<\/h3>\n\n\n\n<p>Apskai\u010diuoti NPS nesud\u0117tinga.  Pirmiausia atimkite neigiamai vertinan\u010di\u0173j\u0173 skai\u010di\u0173 i\u0161 skatinan\u010di\u0173j\u0173 skai\u010diaus ir padalykite i\u0161 \u017emoni\u0173, atsakiusi\u0173 \u012f klausim\u0105, skai\u010diaus.  Matemati\u0161kai tai atrodyt\u0173 taip:<\/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>Rezultatas yra skai\u010dius nuo -100 (visi yra neigiamai nusiteik\u0119) iki +100 (visi yra teigiamai nusiteik\u0119), ir kuo didesnis skai\u010dius, tuo geriau!  <\/p>\n\n\n\n<p>Bet koks NPS rezultatas, didesnis nei 0, yra geras.  Tai rei\u0161kia, kad j\u016bs\u0173 auditorija yra labiau lojali nei nelojali.  Bet koks didesnis nei 20 laikomas palankiu. Bendrov\u0117 \"Bain &amp; Co\", NPS sistemos \u0161altinis, teigia, kad daugiau nei 50 yra puikus rezultatas, o daugiau nei 80 - pasaulinio lygio rezultatas. <\/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 pavyzdiniai pramon\u0117s lyginamieji standartai\" 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 lyginamoji analiz\u0117 | \u0160altinis: NICE Satmetrix<\/figcaption><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>Deja, ne\u012fmanoma tiksliai pasakyti, koks rezultatas yra geras, o koks - blogas absoliu\u010diais skai\u010diais, nes kiekviena pramon\u0117s \u0161aka yra \u0161iek tiek skirtinga, kaip matote pirmiau pateiktoje diagramoje.  <\/p>\n\n\n\n<p>Be to, yra ir regionini\u0173 skirtum\u0173.  Pavyzd\u017eiui, Piet\u0173 Amerikos vartotojai da\u017enai skiria <a href=\"https:\/\/www.businesswire.com\/news\/home\/20070222005121\/en\/Satmetrix-Reveals-Findings-Cultural-Differences-Customer-Loyalty\" target=\"_blank\" rel=\"noreferrer noopener\">auk\u0161tesni pasitenkinimo balai.<\/a> nei kitos kult\u016brin\u0117s grup\u0117s, o japon\u0173 vartotojai yra <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\">sunkiausia \u012ftikti<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Kada naudoti NPS apklaus\u0105<\/h3>\n\n\n\n<p>Yra daugyb\u0117 atvej\u0173, kai pravartu pasitarti su klientais ir su\u017einoti, kaip jiems patinka su jumis dirbti.  \u0160tai tik keletas i\u0161 j\u0173:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Po to, kai jie bendrauja su j\u016bs\u0173 aptarnavimo skyriumi.  Geriausia tai padaryti kuo grei\u010diau, kad jie nepamir\u0161t\u0173 joki\u0173 detali\u0173.<\/li><li>Kai jie baigia naudotis j\u016bs\u0173 produktu ar paslauga.<\/li><li>netrukus po to, kai jie prad\u0117jo naudotis j\u016bs\u0173 paslaugomis, kad su\u017einotum\u0117te, ar yra koki\u0173 nors sprag\u0173, susijusi\u0173 su pardavimo ir rinkodaros patirtimi.  Tai taip pat pad\u0117s jums anksti pasteb\u0117ti bet kokias problemas. Dar vienas \u0161io metodo privalumas yra tas, kad jis leid\u017eia matyti pa\u017eang\u0105 laikui b\u0117gant.<\/li><\/ul>\n\n\n\n<p>Paprastai NPS apklaus\u0105 geriausia atlikti po to, kai klientas, naudodamasis j\u016bs\u0173 paslaugomis, pasiek\u0117 reik\u0161ming\u0105 etap\u0105, arba, jei klientas j\u016bs\u0173 \u012fmon\u0117je dirba jau ilg\u0105 laik\u0105, po tam tikro laikotarpio.<\/p>\n\n\n\n<p>Grynasis populiarumo rodiklis yra auk\u0161to lygio signalas, kur\u012f reik\u0117t\u0173 steb\u0117ti ir matuoti ilg\u0105 laik\u0105.  Ilgalaikiams klientams rekomenduojame tikrinti reguliariai, galb\u016bt kas ketvirt\u012f.  Nenorite to daryti taip da\u017enai, kad jiems nusibost\u0173 klausin\u0117ti, ta\u010diau tai turi b\u016bti pakankamai da\u017enai, kad tur\u0117tum\u0117te laiko prireikus pakoreguoti kurs\u0105.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">NPS naudojimo prad\u017eia<\/h3>\n\n\n\n<p>Su \"SurveyRock\" labai paprasta prad\u0117ti naudoti NPS.  Tiesiog&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/login\">prisijungimas<\/a>&nbsp;arba&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/signup\">susikurkite nemokam\u0105 paskyr\u0105 ir prad\u0117kite<\/a>!  Apklaus\u0173 valdymo skydelyje spustel\u0117kite \"+Sukurti\", tada \"Apklausa i\u0161 \u0161ablono\", kad pamatytum\u0117te visus m\u016bs\u0173 apklaus\u0173 \u0161ablonus.<\/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>Slinkite \u017eemyn iki \"Net Promoter Score\" ir spustel\u0117kite pavadinim\u0105, kad pamatytum\u0117te klausimyno pavyzd\u012f, arba mygtuk\u0105 \"Pasirinkti\", kad nukopijuotum\u0117te NPS \u0161ablon\u0105 \u012f savo prietais\u0173 skydel\u012f.<\/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>Dabar turite 4 puslapi\u0173 NPS apklaus\u0105, kuri\u0105 galite pritaikyti pagal savo pageidavimus. Pirmajame puslapyje pateikiamas pats NPS klausimas.  Antrasis puslapis yra tolesnis klausimas, padedantis su\u017einoti, kod\u0117l klientas pasirinko tok\u012f skai\u010di\u0173, kok\u012f pasirinko.  Tre\u010diajame puslapyje pateikiama demografin\u0117 informacija, o paskutiniame puslapyje - informacija apie tolesnius kontaktus.  Tai viskas, ko reikia!<\/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>Tolesnis klausimas<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">NPS duomen\u0173 taikymas<\/h3>\n\n\n\n<p>Taigi suk\u016br\u0117te NPS apklaus\u0105 ir dabar uoliai renkate klient\u0173 atsiliepimus.  Koks kitas \u017eingsnis?  Kaip \u0161i\u0105 informacij\u0105 paversti prakti\u0161kai pritaikoma informacija?  Bain, vienas i\u0161 Grynojo populiarumo rodiklio k\u016br\u0117j\u0173, si\u016blo <a href=\"https:\/\/www.bain.com\/insights\/closing-the-customer-feedback-loop-newsletter\" target=\"_blank\" rel=\"noreferrer noopener\">keletas pasi\u016blym\u0173<\/a>.  <\/p>\n\n\n\n<p>\"Atminkite, kad kiekvienas j\u016bs\u0173 \u012fmon\u0117s sandoris su klientais yra galimyb\u0117 sukurti reklamuotoj\u0105. Ta\u010diau svarbiausia klient\u0173 patirtis yra \"tiesos akimirkos\", tie keli kontaktai, kurie turi did\u017eiausi\u0105 potencial\u0105 prad\u017eiuginti arba atstumti klientus\".  Bendrov\u0117 \"Bain\" si\u016blo 5 punkt\u0173 klient\u0173 atsiliepim\u0173 kontrolin\u012f s\u0105ra\u0161\u0105, kuris pad\u0117s jums nustatyti visos \u012fmon\u0117s klient\u0173 aptarnavimo strategij\u0105.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Ar sutar\u0117te d\u0117l penki\u0173 svarbiausi\u0173 savo \u012fmon\u0117s \"tiesos moment\u0173\" su klientais?<\/li><li>Ar darbuotojai ir vadovai reguliariai, kasdien ar kas savait\u0119 gauna klient\u0173 atsiliepimus?<\/li><li>Ar informuojate klientus apie j\u0173 atsiliepim\u0173 poveik\u012f proces\u0173 tobulinimui?<\/li><li>Ar \u017einote, kiek procent\u0173 klient\u0173, kurie jus atstumia, dabar, pasinaudodami paslaug\u0173 atk\u016brimo procesais, virsta r\u0117m\u0117jais?<\/li><li>Ar galite \u012fvertinti dolerio vert\u0119, jei norite, kad prie\u0161i\u0161kai nusiteik\u0119s \u017emogus tapt\u0173 reklamos \u0161alininku?<\/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 ir NPS yra \"Bain &amp; Company, Inc.\", Fred Reichheld ir \"Satmetrix Systems, Inc.\" registruotieji preki\u0173 \u017eenklai.<\/p>",
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        "rendered": "<p>Grynasis populiarumo balas (angl. Net Promoter Score, sutrumpintai NPS) - tai skai\u010dius, kuris parodo, kiek tik\u0117tina, kad j\u016bs\u0173 klientai rekomenduos j\u016bs\u0173 produkt\u0105, paslaug\u0105 ar \u012fmon\u0119 draugui ar kolegai. Tereikia paprasto apklausos klausimo, pavyzd\u017eiui, toliau pateikto.<\/p>",
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