{
    "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\/ro\/net-promoter-score-nps-with-online-survey\/",
    "title": {
        "rendered": "Net Promoter Score (NPS) cu un sondaj online"
    },
    "content": {
        "rendered": "<p>Net Promoter Score, sau NPS pe scurt, este un num\u0103r care v\u0103 spune c\u00e2t de probabil sunt clien\u021bii dvs. s\u0103 v\u0103 recomande produsul, serviciul sau compania unui prieten sau coleg.  Este nevoie doar de o simpl\u0103 \u00eentrebare de sondaj, precum cea de mai jos. <\/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>\u00centrebare privind scorul Net Promoter Score<\/figcaption><\/figure>\n\n\n\n<p>Se calculeaz\u0103 lu\u00e2nd procentul de clien\u021bi care ar putea s\u0103 v\u0103 promoveze produsul (scorul de 9 sau 10 = \"promotori\") \u0219i sc\u0103z\u00e2nd clien\u021bii care nu \u00eel vor promova (scorul de 6 sau mai mic = \"detractori\").  Persoanele care r\u0103spund cu 7 sau 8 se numesc \"pasivi\", iar num\u0103rul lor este utilizat doar \u00een calculul procentului general.  Net Promoter Score este foarte popular, \u00een mare parte datorit\u0103 simplit\u0103\u021bii \u0219i u\u0219urin\u021bei de utilizare.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ce este NPS?<\/h3>\n\n\n\n<p>NPS este un celebru instrument de management utilizat pentru a m\u0103sura satisfac\u021bia clien\u021bilor.  Este at\u00e2t de popular \u00eenc\u00e2t acum este folosit de c\u0103tre <a href=\"https:\/\/fortune.com\/longform\/net-promoter-score-fortune-500-customer-satisfaction-metric\/\" target=\"_blank\" rel=\"noreferrer noopener\">dou\u0103 treimi din Fortune 1000<\/a>.  A fost creat de (\u0219i este o marc\u0103 \u00eenregistrat\u0103 de) Frederick Reichheld, Bain &amp; Company \u0219i Satmetrix.  Net Promoter Score a fost prezentat pentru prima dat\u0103 \u00eentr-un articol din Harvard Business Review din decembrie 2003 intitulat \"<a rel=\"noreferrer noopener\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\">Singurul num\u0103r de care ave\u021bi nevoie pentru a cre\u0219te<\/a>&#8220;.<\/p>\n\n\n\n<p>Prin utilizarea site-ului nostru <a rel=\"noreferrer noopener\" href=\"https:\/\/www.surveyrock.com\/template\/sample-net-promoter-score-nps-survey-template-13509\" target=\"_blank\">model de sondaj<\/a> v\u0103 pute\u021bi crea propriul sondaj NPS \u00een c\u00e2teva minute.  \u00cen timp ce \u00eentrebarea prezentat\u0103 mai sus este tot ce este necesar pentru a calcula scorul, cea mai bun\u0103 practic\u0103 este s\u0103 include\u021bi \u00eentreb\u0103ri de follow-up pentru a descoperi mai multe despre clien\u021bii sau clien\u021bii dvs.  <\/p>\n\n\n\n<p>Recomand\u0103m \u00een special ad\u0103ugarea unei \u00eentreb\u0103ri de genul \"Ce putem face pentru a \u00eembun\u0103t\u0103\u021bi aceast\u0103 [companie\/produs\/serviciu]?\". (inclus\u0103 \u00een <a href=\"https:\/\/support.surveyrock.com\/support\/solutions\/articles\/4000069988-use-one-of-our-many-sample-survey-templates\" target=\"_blank\" rel=\"noreferrer noopener\">\u0219ablon<\/a>).  Aceast\u0103 \u00eentrebare de sondaj ar putea fi urmat\u0103 de un apel telefonic offline sau de un e-mail pentru a ob\u021bine mai multe detalii.  Scopul este de a v\u0103 \u00eembun\u0103t\u0103\u021bi serviciul sau produsul pentru a transforma detractorii \u00een promotori!  <\/p>\n\n\n\n<p>Atunci c\u00e2nd utiliza\u021bi un sondaj NPS \u00een interac\u021biunile cu clien\u021bii \u0219i \u00een ac\u021biunile de monitorizare, transmite\u021bi un mesaj puternic c\u0103 sunte\u021bi interesat s\u0103 v\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi serviciile \u0219i c\u0103 v\u0103 pas\u0103 de ceea ce simt ace\u0219tia.  Le ar\u0103ta\u021bi dedicarea dvs. pentru succesul clien\u021bilor.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Calcularea NPS<\/h3>\n\n\n\n<p>Calcularea NPS este simpl\u0103.  Mai \u00eent\u00e2i se scade num\u0103rul de detractori din num\u0103rul de promotori \u0219i se \u00eemparte la num\u0103rul de persoane care au r\u0103spuns la \u00eentrebare.  Din punct de vedere matematic, ar ar\u0103ta astfel:<\/p>\n\n\n\n<div class=\"wp-block-mathml-mathmlblock\">\\[{Contul promotorilor-Contul detractorilor \\ plus Contul promotorilor+Contul pasivilor+Contul detractorilor}*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>Scorul este un num\u0103r \u00eentre -100 (toat\u0103 lumea este un detractor) \u0219i +100 (toat\u0103 lumea este un promotor) \u0219i cu c\u00e2t este mai mare num\u0103rul, cu at\u00e2t mai bine!  <\/p>\n\n\n\n<p>Orice scor NPS peste 0 este bun.  \u00censeamn\u0103 c\u0103 audien\u021ba dvs. este mai mult loial\u0103 dec\u00e2t nu.  Orice peste 20 este considerat favorabil. Bain &amp; Co, sursa sistemului NPS, sugereaz\u0103 c\u0103 peste 50 este excelent, iar peste 80 este de clas\u0103 mondial\u0103. <\/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=\"E\u0219antionul NPS de referin\u021b\u0103 din industrie\" 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 | Sursa: NICE Satmetrix<\/figcaption><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>Din p\u0103cate, nu se poate spune cu exactitate care este un scor bun \u0219i care este un scor r\u0103u \u00een cifre absolute, deoarece fiecare industrie este pu\u021bin diferit\u0103, dup\u0103 cum pute\u021bi vedea \u00een graficul de mai sus.  <\/p>\n\n\n\n<p>\u00cen plus, exist\u0103, de asemenea, diferen\u021be regionale.  De exemplu, consumatorii din America de Sud dau adesea <a href=\"https:\/\/www.businesswire.com\/news\/home\/20070222005121\/en\/Satmetrix-Reveals-Findings-Cultural-Differences-Customer-Loyalty\" target=\"_blank\" rel=\"noreferrer noopener\">scoruri de satisfac\u021bie mai mari<\/a> dec\u00e2t alte grupuri culturale, \u00een timp ce consumatorii japonezi sunt cei mai <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\">cel mai greu de mul\u021bumit<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">C\u00e2nd s\u0103 folosi\u021bi un sondaj NPS<\/h3>\n\n\n\n<p>Exist\u0103 numeroase cazuri \u00een care ar fi o idee excelent\u0103 s\u0103 v\u0103 verifica\u021bi clien\u021bii pentru a vedea c\u00e2t de bine le place s\u0103 lucreze cu dumneavoastr\u0103.  Iat\u0103 doar c\u00e2teva dintre ele:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Dup\u0103 ce au \u00eencheiat o interac\u021biune cu departamentul de service.  Cel mai bine este s\u0103 face\u021bi acest lucru c\u00e2t mai cur\u00e2nd posibil, pentru a nu uita niciun detaliu.<\/li><li>C\u00e2nd au terminat de utilizat produsul sau serviciul dumneavoastr\u0103<\/li><li>La scurt timp dup\u0103 ce au \u00eenceput s\u0103 utilizeze serviciile dumneavoastr\u0103, pentru a descoperi dac\u0103 exist\u0103 lacune \u00een ceea ce prive\u0219te experien\u021ba de v\u00e2nzare\/marketing.  Acest lucru v\u0103 ajut\u0103, de asemenea, s\u0103 depista\u021bi din timp orice problem\u0103. Un alt avantaj al acestei abord\u0103ri este c\u0103 v\u0103 permite s\u0103 observa\u021bi progresul \u00een timp.<\/li><\/ul>\n\n\n\n<p>\u00cen general, un sondaj NPS este cel mai bine distribuit dup\u0103 ce clientul a atins o etap\u0103 semnificativ\u0103 cu serviciul dumneavoastr\u0103 sau, dac\u0103 clientul este de mult timp \u00een compania dumneavoastr\u0103, dup\u0103 o anumit\u0103 perioad\u0103 de timp.<\/p>\n\n\n\n<p>Net Promoter Score este un semnal de nivel \u00eenalt \u0219i trebuie urm\u0103rit \u0219i m\u0103surat \u00een timp.  Pentru clien\u021bii pe termen lung, v\u0103 recomand\u0103m s\u0103 face\u021bi verific\u0103ri regulate, poate trimestrial.  Nu vre\u021bi s\u0103 o face\u021bi at\u00e2t de des \u00eenc\u00e2t s\u0103 se plictiseasc\u0103 de \u00eentrebare, dar trebuie s\u0103 fie suficient de des pentru a v\u0103 da timp s\u0103 ajusta\u021bi cursul, dac\u0103 este necesar.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">No\u021biuni de baz\u0103 pentru a \u00eencepe cu NPS<\/h3>\n\n\n\n<p>A \u00eencepe cu NPS este foarte u\u0219or cu SurveyRock.  Doar&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/login\">login<\/a>&nbsp;sau&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/signup\">crea\u021bi un cont gratuit pentru a \u00eencepe<\/a>!  Din tabloul de bord al sondajului dvs., face\u021bi clic pe \"+Creare\" \u0219i apoi pe \"Sondaj din \u0219ablon\" pentru a vedea toate modelele noastre de sondaje.<\/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>Derula\u021bi \u00een jos p\u00e2n\u0103 la \"Net Promoter Score\" \u0219i face\u021bi clic pe titlu pentru a vedea un e\u0219antion de chestionar sau pe butonul \"Select\" pentru a copia \u0219ablonul NPS \u00een tabloul dvs. de bord.<\/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>Ave\u021bi acum un sondaj NPS de 4 pagini pe care \u00eel pute\u021bi personaliza dup\u0103 cum dori\u021bi. Prima pagin\u0103 este \u00eentrebarea NPS propriu-zis\u0103.  A doua este o \u00eentrebare de urm\u0103rire pentru a v\u0103 ajuta s\u0103 \u00een\u021belege\u021bi de ce clientul a ales num\u0103rul pe care l-a ales.  A treia pagin\u0103 v\u0103 ajut\u0103 cu informa\u021bii demografice, iar ultima pagin\u0103 v\u0103 ajut\u0103 cu orice contact ulterior.  Asta este tot ce este necesar!<\/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>\u00centrebare de urm\u0103rire<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Aplicarea datelor NPS<\/h3>\n\n\n\n<p>A\u021bi creat un sondaj NPS \u0219i acum colecta\u021bi cu s\u00e2rguin\u021b\u0103 feedback-ul clien\u021bilor.  Care este urm\u0103torul pas?  Cum pute\u021bi transforma aceste informa\u021bii \u00een informa\u021bii utile?  Bain, unul dintre creatorii scorului Net Promoter Score, v\u0103 ofer\u0103 urm\u0103toarele informa\u021bii <a href=\"https:\/\/www.bain.com\/insights\/closing-the-customer-feedback-loop-newsletter\" target=\"_blank\" rel=\"noreferrer noopener\">c\u00e2teva sugestii<\/a>.  <\/p>\n\n\n\n<p>\"Aminti\u021bi-v\u0103 c\u0103 fiecare tranzac\u021bie pe care compania dumneavoastr\u0103 o are cu clien\u021bii este o oportunitate de a crea un promotor. Dar experien\u021bele clien\u021bilor care conteaz\u0103 cel mai mult sunt \"momentele de adev\u0103r\", acele c\u00e2teva contacte care au cel mai mare poten\u021bial de a \u00eenc\u00e2nta - sau de a \u00eendep\u0103rta - clien\u021bii\".  Bain ofer\u0103 o list\u0103 de verificare a feedback-ului clien\u021bilor \u00een 5 puncte pentru a v\u0103 ajuta \u00een stabilirea strategiei de servicii pentru clien\u021bi, la nivelul \u00eentregii companii.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>A\u021bi ajuns la un consens cu privire la cele mai importante cinci \"momente de adev\u0103r\" ale afacerii dvs. cu clien\u021bii?<\/li><li>Angaja\u021bii \u0219i managerii primesc feedback-ul clien\u021bilor \u00een mod obi\u0219nuit, zilnic sau s\u0103pt\u0103m\u00e2nal?<\/li><li>\u00cei anun\u021ba\u021bi pe clien\u021bi despre impactul pe care feedback-ul lor l-a avut asupra \u00eembun\u0103t\u0103\u021birii proceselor dumneavoastr\u0103?<\/li><li>\u0218ti\u021bi care este procentul de detractori pe care opera\u021biunile dvs. \u00eei transform\u0103 acum \u00een promotori prin procesele de recuperare a serviciilor?<\/li><li>Po\u021bi pune o valoare \u00een dolari pe transformarea unui detractor \u00eentr-un promotor?<\/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 \u0219i NPS sunt m\u0103rci \u00eenregistrate ale Bain &amp; Company, Inc., Fred Reichheld \u0219i Satmetrix Systems, Inc.<\/p>",
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        "rendered": "<p>Net Promoter Score, sau NPS pe scurt, este un num\u0103r care v\u0103 spune c\u00e2t de probabil sunt clien\u021bii dvs. s\u0103 v\u0103 recomande produsul, serviciul sau compania unui prieten sau coleg. Este nevoie doar de o simpl\u0103 \u00eentrebare de sondaj, precum cea de mai jos.<\/p>",
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