{
    "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\/pl\/net-promoter-score-nps-with-online-survey\/",
    "title": {
        "rendered": "Net Promoter Score (NPS) z ankiet\u0105 online"
    },
    "content": {
        "rendered": "<p>Net Promoter Score, w skr\u00f3cie NPS, to liczba, kt\u00f3ra m\u00f3wi Ci, jak bardzo Twoi klienci s\u0105 sk\u0142onni poleci\u0107 Tw\u00f3j produkt, us\u0142ug\u0119 lub firm\u0119 przyjacielowi lub koledze.  Wszystko, czego potrzeba to proste pytanie ankietowe, takie jak to poni\u017cej. <\/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>Pytanie o Net Promoter Score<\/figcaption><\/figure>\n\n\n\n<p>Oblicza si\u0119 go bior\u0105c pod uwag\u0119 procent klient\u00f3w, kt\u00f3rzy prawdopodobnie b\u0119d\u0105 promowa\u0107 Tw\u00f3j produkt (wynik 9 lub 10 = \"promotorzy\") i odejmuj\u0105c tych klient\u00f3w, kt\u00f3rzy raczej nie b\u0119d\u0105 go promowa\u0107 (wynik 6 lub ni\u017cszy = \"zniech\u0119caj\u0105cy\").  Osoby, kt\u00f3re odpowiedzia\u0142y 7 lub 8 nazywane s\u0105 \"pasywnymi\" i ich liczba jest u\u017cywana tylko w og\u00f3lnych obliczeniach procentowych.  Net Promoter Score jest bardzo popularny g\u0142\u00f3wnie z powodu jego prostoty i \u0142atwo\u015bci u\u017cycia.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Co to jest NPS?<\/h3>\n\n\n\n<p>NPS jest znanym narz\u0119dziem zarz\u0105dzania s\u0142u\u017c\u0105cym do pomiaru satysfakcji klient\u00f3w.  Jest tak popularny, \u017ce obecnie jest u\u017cywany przez <a href=\"https:\/\/fortune.com\/longform\/net-promoter-score-fortune-500-customer-satisfaction-metric\/\" target=\"_blank\" rel=\"noreferrer noopener\">dwie trzecie firm z listy Fortune 1000<\/a>.  Zosta\u0142 on stworzony przez (i jest zastrze\u017conym znakiem towarowym) Fredericka Reichhelda, Bain &amp; Company i Satmetrix.  Net Promoter Score zosta\u0142 po raz pierwszy przedstawiony w artykule Harvard Business Review z grudnia 2003 roku zatytu\u0142owanym \"<a rel=\"noreferrer noopener\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\">Jedyny numer, kt\u00f3rego potrzebujesz, aby si\u0119 rozwija\u0107<\/a>&#8220;.<\/p>\n\n\n\n<p>Korzystaj\u0105c z naszego <a rel=\"noreferrer noopener\" href=\"https:\/\/www.surveyrock.com\/template\/sample-net-promoter-score-nps-survey-template-13509\" target=\"_blank\">szablon ankiety<\/a> mo\u017cesz stworzy\u0107 swoj\u0105 w\u0142asn\u0105 ankiet\u0119 NPS w ci\u0105gu kilku minut.  Podczas gdy pytanie pokazane powy\u017cej jest wszystkim, co jest potrzebne do obliczenia wyniku, najlepsz\u0105 praktyk\u0105 jest do\u0142\u0105czenie pyta\u0144 uzupe\u0142niaj\u0105cych, aby dowiedzie\u0107 si\u0119 wi\u0119cej o swoich klientach.  <\/p>\n\n\n\n<p>Szczeg\u00f3lnie polecamy dodanie pytania typu \"Co mo\u017cemy zrobi\u0107, aby ulepszy\u0107 t\u0119 [firm\u0119\/produkt\/us\u0142ug\u0119]?\" (zawarte w naszym <a href=\"https:\/\/support.surveyrock.com\/support\/solutions\/articles\/4000069988-use-one-of-our-many-sample-survey-templates\" target=\"_blank\" rel=\"noreferrer noopener\">szablon<\/a>).  To pytanie ankietowe mo\u017ce by\u0107 nast\u0119pnie uzupe\u0142nione o rozmow\u0119 telefoniczn\u0105 lub e-mail, aby zebra\u0107 wi\u0119cej szczeg\u00f3\u0142\u00f3w.  Celem jest poprawa jako\u015bci Twoich us\u0142ug lub produkt\u00f3w, aby zmieni\u0107 osoby zniech\u0119cone w zwolennik\u00f3w!  <\/p>\n\n\n\n<p>Wykorzystuj\u0105c ankiet\u0119 NPS w interakcjach z klientami i w dzia\u0142aniach nast\u0119pczych, wysy\u0142asz silny sygna\u0142, \u017ce jeste\u015b zainteresowany popraw\u0105 jako\u015bci obs\u0142ugi i \u017ce zale\u017cy Ci na tym, jak czuj\u0105 si\u0119 Twoi klienci.  Pokazujesz im w ten spos\u00f3b swoje zaanga\u017cowanie w sukces klienta.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Obliczanie NPS<\/h3>\n\n\n\n<p>Obliczenie wska\u017anika NPS jest proste.  Najpierw nale\u017cy odj\u0105\u0107 liczb\u0119 os\u00f3b odrzucaj\u0105cych od liczby os\u00f3b promuj\u0105cych i podzieli\u0107 j\u0105 przez liczb\u0119 os\u00f3b, kt\u00f3re odpowiedzia\u0142y na pytanie.  Matematycznie wygl\u0105da\u0142oby to tak:<\/p>\n\n\n\n<div class=\"wp-block-mathml-mathmlblock\">\\{Promotorzy licz\u0105-Detraktory licz\u0105} *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>Wynik jest liczb\u0105 z przedzia\u0142u od -100 (ka\u017cdy jest krytykiem) do +100 (ka\u017cdy jest promotorem) i im wy\u017csza liczba tym lepiej!  <\/p>\n\n\n\n<p>Ka\u017cdy wynik NPS powy\u017cej 0 jest dobry.  Oznacza to, \u017ce Twoja publiczno\u015b\u0107 jest bardziej lojalna ni\u017c nie.  Wszystko powy\u017cej 20 jest uwa\u017cane za korzystne. Bain &amp; Co, \u017ar\u00f3d\u0142o systemu NPS, sugeruje, \u017ce powy\u017cej 50 to wynik doskona\u0142y, a powy\u017cej 80 to klasa \u015bwiatowa. <\/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 przyk\u0142adowe benchmarki bran\u017cowe\" 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>Benchmarking NPS | \u0179r\u00f3d\u0142o: NICE Satmetrix<\/figcaption><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>Niestety nie da si\u0119 dok\u0142adnie okre\u015bli\u0107, co jest dobrym wynikiem, a co z\u0142ym wynikiem w liczbach bezwzgl\u0119dnych, poniewa\u017c ka\u017cda bran\u017ca jest nieco inna, co wida\u0107 na powy\u017cszym wykresie.  <\/p>\n\n\n\n<p>Ponadto, istniej\u0105 r\u00f3wnie\u017c r\u00f3\u017cnice regionalne.  Na przyk\u0142ad, konsumenci z Ameryki Po\u0142udniowej cz\u0119sto daj\u0105 <a href=\"https:\/\/www.businesswire.com\/news\/home\/20070222005121\/en\/Satmetrix-Reveals-Findings-Cultural-Differences-Customer-Loyalty\" target=\"_blank\" rel=\"noreferrer noopener\">wy\u017csze oceny satysfakcji<\/a> ni\u017c inne grupy kulturowe, podczas gdy konsumenci japo\u0144scy s\u0105 <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\">najtrudniej zadowoli\u0107<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Kiedy stosowa\u0107 ankiet\u0119 NPS<\/h3>\n\n\n\n<p>Istnieje wiele przypadk\u00f3w, w kt\u00f3rych warto sprawdzi\u0107, czy klienci s\u0105 zadowoleni ze wsp\u00f3\u0142pracy z Tob\u0105.  Oto tylko kilka z nich:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Po zako\u0144czeniu interakcji z Twoim dzia\u0142em obs\u0142ugi.  Najlepiej zrobi\u0107 to jak najszybciej, aby nie zapomnie\u0107 \u017cadnych szczeg\u00f3\u0142\u00f3w.<\/li><li>Kiedy sko\u0144czyli korzysta\u0107 z Twojego produktu lub us\u0142ugi<\/li><li>Kr\u00f3tko po rozpocz\u0119ciu korzystania z Twoich us\u0142ug, aby odkry\u0107, czy s\u0105 jakie\u015b luki zwi\u0105zane z do\u015bwiadczeniem w sprzeda\u017cy\/marketingu.  Pomo\u017ce Ci to r\u00f3wnie\u017c wychwyci\u0107 wszelkie problemy na wczesnym etapie. Kolejn\u0105 zalet\u0105 tego podej\u015bcia jest to, \u017ce pozwala ono na obserwowanie post\u0119p\u00f3w w czasie.<\/li><\/ul>\n\n\n\n<p>Og\u00f3lnie rzecz bior\u0105c, badanie NPS najlepiej jest przeprowadzi\u0107 po tym, jak klient osi\u0105gnie znacz\u0105cy kamie\u0144 milowy z Twoj\u0105 us\u0142ug\u0105 lub, je\u015bli klient jest zwi\u0105zany z Twoj\u0105 firm\u0105 od d\u0142u\u017cszego czasu, po up\u0142ywie okre\u015blonego czasu.<\/p>\n\n\n\n<p>Net Promoter Score jest sygna\u0142em wysokiego poziomu i powinien by\u0107 \u015bledzony i mierzony w czasie.  Dla d\u0142ugoterminowych klient\u00f3w zalecamy regularne sprawdzanie, by\u0107 mo\u017ce raz na kwarta\u0142.  Nie chcesz tego robi\u0107 tak cz\u0119sto, \u017ce staj\u0105 si\u0119 chorzy na to pytanie, ale musi to by\u0107 wystarczaj\u0105co cz\u0119sto, aby da\u0107 Ci czas na dostosowanie kursu, je\u015bli to konieczne.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rozpocz\u0119cie pracy z NPS<\/h3>\n\n\n\n<p>Rozpocz\u0119cie pracy z NPS jest bardzo proste z SurveyRock.  Wystarczy wej\u015b\u0107 na stron\u0119 .&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/login\">login<\/a>&nbsp;lub&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/signup\">utw\u00f3rz darmowe konto, aby zacz\u0105\u0107<\/a>!  Na pulpicie nawigacyjnym kliknij na \"+Tw\u00f3rz\", a nast\u0119pnie \"Ankieta z szablonu\", aby zobaczy\u0107 wszystkie nasze szablony ankiet.<\/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>Przewi\u0144 w d\u00f3\u0142 do \"Net Promoter Score\" i kliknij na tytu\u0142, aby zobaczy\u0107 przyk\u0142adowy kwestionariusz lub przycisk \"Wybierz\", aby skopiowa\u0107 szablon NPS do swojego pulpitu nawigacyjnego.<\/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>Masz teraz 4-stronicow\u0105 ankiet\u0119 NPS, kt\u00f3r\u0105 mo\u017cesz dowolnie dostosowa\u0107 do swoich potrzeb. Na pierwszej stronie znajduje si\u0119 samo pytanie NPS.  Druga strona to pytanie uzupe\u0142niaj\u0105ce, kt\u00f3re pomo\u017ce Ci uzyska\u0107 wgl\u0105d w to, dlaczego klient wybra\u0142 numer, kt\u00f3ry wybra\u0142.  Trzecia strona pomo\u017ce Ci w uzyskaniu informacji demograficznych, a ostatnia strona jest pomocna przy kolejnych kontaktach.  To wszystko, czego potrzeba!<\/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>Pytanie uzupe\u0142niaj\u0105ce<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Wykorzystanie danych NPS<\/h3>\n\n\n\n<p>Stworzy\u0142e\u015b ankiet\u0119 NPS i teraz pilnie zbierasz opinie klient\u00f3w.  Jaki jest nast\u0119pny krok?  Jak mo\u017cesz przekszta\u0142ci\u0107 te informacje w u\u017cyteczn\u0105 informacj\u0119?  Bain, jeden z tw\u00f3rc\u00f3w Net Promoter Score, proponuje <a href=\"https:\/\/www.bain.com\/insights\/closing-the-customer-feedback-loop-newsletter\" target=\"_blank\" rel=\"noreferrer noopener\">pewne sugestie<\/a>.  <\/p>\n\n\n\n<p>\"Pami\u0119taj, \u017ce ka\u017cda transakcja Twojej firmy z klientem to okazja do stworzenia promotora. Ale do\u015bwiadczenia klient\u00f3w, kt\u00f3re maj\u0105 najwi\u0119ksze znaczenie, to \"momenty prawdy\", te kilka kontakt\u00f3w, kt\u00f3re maj\u0105 najwi\u0119kszy potencja\u0142, aby zachwyci\u0107 lub zrazi\u0107 klient\u00f3w\".  Bain oferuje 5-punktow\u0105 list\u0119 kontroln\u0105 dotycz\u0105c\u0105 opinii klient\u00f3w, kt\u00f3ra pomo\u017ce Ci w ustaleniu strategii obs\u0142ugi klienta w ca\u0142ej firmie.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Czy osi\u0105gn\u0119li\u015bcie konsensus w sprawie pi\u0119ciu najbardziej krytycznych \"moment\u00f3w prawdy\" w kontaktach z klientami w Waszej firmie?<\/li><li>Czy pracownicy i mened\u017cerowie otrzymuj\u0105 informacje zwrotne od klient\u00f3w rutynowo, codziennie lub co tydzie\u0144?<\/li><li>Czy informujesz klient\u00f3w o tym, jak ich opinie wp\u0142yn\u0119\u0142y na popraw\u0119 proces\u00f3w w Twojej firmie?<\/li><li>Czy wiesz, jaki procent os\u00f3b zniech\u0119conych Twoje dzia\u0142ania przekszta\u0142caj\u0105 obecnie w promotor\u00f3w dzi\u0119ki procesom odzyskiwania us\u0142ug?<\/li><li>Czy mo\u017cna wyceni\u0107 w dolarach zamian\u0119 krytyka w promotora?<\/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 i NPS s\u0105 zarejestrowanymi znakami towarowymi firm Bain &amp; Company, Inc, Fred Reichheld i Satmetrix Systems, Inc.<\/p>",
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        "rendered": "<p>Net Promoter Score, czyli w skr\u00f3cie NPS, to liczba, kt\u00f3ra m\u00f3wi Ci, jak bardzo prawdopodobne jest, \u017ce Twoi klienci polec\u0105 Tw\u00f3j produkt, us\u0142ug\u0119 lub firm\u0119 znajomemu lub wsp\u00f3\u0142pracownikowi. Wystarczy proste pytanie ankietowe, jak to poni\u017cej.<\/p>",
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