{
    "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\/uk\/net-promoter-score-nps-with-online-survey\/",
    "title": {
        "rendered": "\u0406\u043d\u0434\u0435\u043a\u0441 \u043b\u043e\u044f\u043b\u044c\u043d\u043e\u0441\u0442\u0456 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 (NPS) \u0437\u0430 \u0434\u043e\u043f\u043e\u043c\u043e\u0433\u043e\u044e \u043e\u043d\u043b\u0430\u0439\u043d-\u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f"
    },
    "content": {
        "rendered": "<p>\u0406\u043d\u0434\u0435\u043a\u0441 \u043b\u043e\u044f\u043b\u044c\u043d\u043e\u0441\u0442\u0456 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 (Net Promoter Score, \u0430\u0431\u043e \u0441\u043a\u043e\u0440\u043e\u0447\u0435\u043d\u043e NPS) - \u0446\u0435 \u0447\u0438\u0441\u043b\u043e, \u044f\u043a\u0435 \u043f\u043e\u043a\u0430\u0437\u0443\u0454, \u043d\u0430\u0441\u043a\u0456\u043b\u044c\u043a\u0438 \u0439\u043c\u043e\u0432\u0456\u0440\u043d\u043e, \u0449\u043e \u0432\u0430\u0448\u0456 \u043a\u043b\u0456\u0454\u043d\u0442\u0438 \u043f\u043e\u0440\u0435\u043a\u043e\u043c\u0435\u043d\u0434\u0443\u044e\u0442\u044c \u0432\u0430\u0448 \u043f\u0440\u043e\u0434\u0443\u043a\u0442, \u043f\u043e\u0441\u043b\u0443\u0433\u0443 \u0430\u0431\u043e \u043a\u043e\u043c\u043f\u0430\u043d\u0456\u044e \u0441\u0432\u043e\u0457\u043c \u0434\u0440\u0443\u0437\u044f\u043c \u0430\u0431\u043e \u043a\u043e\u043b\u0435\u0433\u0430\u043c.  \u0412\u0441\u0435, \u0449\u043e \u0434\u043b\u044f \u0446\u044c\u043e\u0433\u043e \u043f\u043e\u0442\u0440\u0456\u0431\u043d\u043e, - \u0446\u0435 \u0432\u0456\u0434\u043f\u043e\u0432\u0456\u0441\u0442\u0438 \u043d\u0430 \u043f\u0440\u043e\u0441\u0442\u0435 \u0437\u0430\u043f\u0438\u0442\u0430\u043d\u043d\u044f \u0432 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u0456, \u043f\u043e\u0434\u0456\u0431\u043d\u0435 \u0434\u043e \u043d\u0430\u0432\u0435\u0434\u0435\u043d\u043e\u0433\u043e \u043d\u0438\u0436\u0447\u0435. <\/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>\u041f\u0438\u0442\u0430\u043d\u043d\u044f \u0449\u043e\u0434\u043e \u0456\u043d\u0434\u0435\u043a\u0441\u0443 \u0456\u043d\u0434\u0435\u043a\u0441\u0443 \u0456\u043d\u0434\u0443\u0441\u0442\u0440\u0456\u0430\u043b\u044c\u043d\u043e\u0433\u043e \u0434\u043e\u0431\u0440\u043e\u0431\u0443\u0442\u0443<\/figcaption><\/figure>\n\n\n\n<p>\u0412\u0456\u043d \u0440\u043e\u0437\u0440\u0430\u0445\u043e\u0432\u0443\u0454\u0442\u044c\u0441\u044f \u0448\u043b\u044f\u0445\u043e\u043c \u0432\u0456\u0434\u043d\u0456\u043c\u0430\u043d\u043d\u044f \u0432\u0456\u0434\u0441\u043e\u0442\u043a\u0430 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432, \u044f\u043a\u0456, \u0439\u043c\u043e\u0432\u0456\u0440\u043d\u043e, \u043f\u0440\u043e\u0441\u0443\u0432\u0430\u0442\u0438\u043c\u0443\u0442\u044c \u0432\u0430\u0448 \u043f\u0440\u043e\u0434\u0443\u043a\u0442 (\u043e\u0446\u0456\u043d\u043a\u0430 9 \u0430\u0431\u043e 10 = \"\u043f\u0440\u043e\u043c\u043e\u0443\u0442\u0435\u0440\u0438\"), \u0456 \u0432\u0456\u0434\u043d\u0456\u043c\u0430\u043d\u043d\u044f \u0442\u0438\u0445 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432, \u044f\u043a\u0456 \u043d\u0430\u0432\u0440\u044f\u0434 \u0447\u0438 \u043f\u0440\u043e\u0441\u0443\u0432\u0430\u0442\u0438\u043c\u0443\u0442\u044c \u0439\u043e\u0433\u043e (\u043e\u0446\u0456\u043d\u043a\u0430 6 \u0430\u0431\u043e \u043d\u0438\u0436\u0447\u0435 = \"\u043d\u0435\u0434\u043e\u0431\u0440\u043e\u0437\u0438\u0447\u043b\u0438\u0432\u0446\u0456\").  \u041b\u044e\u0434\u0438, \u044f\u043a\u0456 \u043d\u0430\u0431\u0440\u0430\u043b\u0438 7 \u0430\u0431\u043e 8 \u0431\u0430\u043b\u0456\u0432, \u043d\u0430\u0437\u0438\u0432\u0430\u044e\u0442\u044c\u0441\u044f \"\u043f\u0430\u0441\u0438\u0432\u043d\u0438\u043c\u0438\", \u0456 \u0457\u0445 \u043a\u0456\u043b\u044c\u043a\u0456\u0441\u0442\u044c \u0432\u0438\u043a\u043e\u0440\u0438\u0441\u0442\u043e\u0432\u0443\u0454\u0442\u044c\u0441\u044f \u043b\u0438\u0448\u0435 \u0432 \u0437\u0430\u0433\u0430\u043b\u044c\u043d\u043e\u043c\u0443 \u043f\u0456\u0434\u0440\u0430\u0445\u0443\u043d\u043a\u0443 \u0432\u0456\u0434\u0441\u043e\u0442\u043a\u0456\u0432.  Net Promoter Score \u043a\u043e\u0440\u0438\u0441\u0442\u0443\u0454\u0442\u044c\u0441\u044f \u0448\u0438\u0440\u043e\u043a\u043e\u044e \u043f\u043e\u043f\u0443\u043b\u044f\u0440\u043d\u0456\u0441\u0442\u044e \u0437\u0430\u0432\u0434\u044f\u043a\u0438 \u043f\u0440\u043e\u0441\u0442\u043e\u0442\u0456 \u0442\u0430 \u043b\u0435\u0433\u043a\u043e\u0441\u0442\u0456 \u0432\u0438\u043a\u043e\u0440\u0438\u0441\u0442\u0430\u043d\u043d\u044f.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u0429\u043e \u0442\u0430\u043a\u0435 NPS?<\/h3>\n\n\n\n<p>NPS - \u0446\u0435 \u0432\u0456\u0434\u043e\u043c\u0438\u0439 \u0456\u043d\u0441\u0442\u0440\u0443\u043c\u0435\u043d\u0442 \u0443\u043f\u0440\u0430\u0432\u043b\u0456\u043d\u043d\u044f, \u044f\u043a\u0438\u0439 \u0432\u0438\u043a\u043e\u0440\u0438\u0441\u0442\u043e\u0432\u0443\u0454\u0442\u044c\u0441\u044f \u0434\u043b\u044f \u0432\u0438\u043c\u0456\u0440\u044e\u0432\u0430\u043d\u043d\u044f \u0437\u0430\u0434\u043e\u0432\u043e\u043b\u0435\u043d\u043e\u0441\u0442\u0456 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432.  \u0412\u0456\u043d \u043d\u0430\u0441\u0442\u0456\u043b\u044c\u043a\u0438 \u043f\u043e\u043f\u0443\u043b\u044f\u0440\u043d\u0438\u0439, \u0449\u043e \u0437\u0430\u0440\u0430\u0437 \u0439\u043e\u0433\u043e \u0432\u0438\u043a\u043e\u0440\u0438\u0441\u0442\u043e\u0432\u0443\u044e\u0442\u044c <a href=\"https:\/\/fortune.com\/longform\/net-promoter-score-fortune-500-customer-satisfaction-metric\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u0434\u0432\u0456 \u0442\u0440\u0435\u0442\u0438\u043d\u0438 \u0437\u0456 \u0441\u043f\u0438\u0441\u043a\u0443 Fortune 1000<\/a>.  \u0412\u0456\u043d \u0431\u0443\u0432 \u0441\u0442\u0432\u043e\u0440\u0435\u043d\u0438\u0439 (\u0456 \u0454 \u0437\u0430\u0440\u0435\u0454\u0441\u0442\u0440\u043e\u0432\u0430\u043d\u043e\u044e \u0442\u043e\u0440\u0433\u043e\u0432\u043e\u044e \u043c\u0430\u0440\u043a\u043e\u044e) Frederick Reichheld, Bain &amp; Company \u0442\u0430 Satmetrix.  \u0412\u043f\u0435\u0440\u0448\u0435 \u0456\u043d\u0434\u0435\u043a\u0441 Net Promoter Score \u0431\u0443\u0432 \u043f\u0440\u0435\u0434\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u0439 \u0443 \u0441\u0442\u0430\u0442\u0442\u0456 Harvard Business Review \u0437\u0430 \u0433\u0440\u0443\u0434\u0435\u043d\u044c 2003 \u0440\u043e\u043a\u0443 \u043f\u0456\u0434 \u043d\u0430\u0437\u0432\u043e\u044e \"<a rel=\"noreferrer noopener\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\">\u0404\u0434\u0438\u043d\u0435 \u0447\u0438\u0441\u043b\u043e, \u044f\u043a\u0435 \u0432\u0430\u043c \u043f\u043e\u0442\u0440\u0456\u0431\u043d\u043e \u0434\u043b\u044f \u0437\u0440\u043e\u0441\u0442\u0430\u043d\u043d\u044f<\/a>&#8220;.<\/p>\n\n\n\n<p>\u0412\u0438\u043a\u043e\u0440\u0438\u0441\u0442\u043e\u0432\u0443\u044e\u0447\u0438 \u043d\u0430\u0448\u0456 <a rel=\"noreferrer noopener\" href=\"https:\/\/www.surveyrock.com\/template\/sample-net-promoter-score-nps-survey-template-13509\" target=\"_blank\">\u0448\u0430\u0431\u043b\u043e\u043d \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f<\/a> \u0432\u0438 \u043c\u043e\u0436\u0435\u0442\u0435 \u0441\u0442\u0432\u043e\u0440\u0438\u0442\u0438 \u0432\u043b\u0430\u0441\u043d\u0435 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f NPS \u0437\u0430 \u043b\u0456\u0447\u0435\u043d\u0456 \u0445\u0432\u0438\u043b\u0438\u043d\u0438.  \u0425\u043e\u0447\u0430 \u0437\u0430\u043f\u0438\u0442\u0430\u043d\u043d\u044f, \u043f\u043e\u043a\u0430\u0437\u0430\u043d\u0435 \u0432\u0438\u0449\u0435, - \u0446\u0435 \u0432\u0441\u0435, \u0449\u043e \u043f\u043e\u0442\u0440\u0456\u0431\u043d\u043e \u0434\u043b\u044f \u043f\u0456\u0434\u0440\u0430\u0445\u0443\u043d\u043a\u0443 \u0431\u0430\u043b\u0456\u0432, \u043d\u0430\u0439\u043a\u0440\u0430\u0449\u0430 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0430 \u043f\u043e\u043b\u044f\u0433\u0430\u0454 \u0432 \u0442\u043e\u043c\u0443, \u0449\u043e\u0431 \u0432\u043a\u043b\u044e\u0447\u0438\u0442\u0438 \u0434\u043e\u0434\u0430\u0442\u043a\u043e\u0432\u0456 \u0437\u0430\u043f\u0438\u0442\u0430\u043d\u043d\u044f, \u0449\u043e\u0431 \u0434\u0456\u0437\u043d\u0430\u0442\u0438\u0441\u044f \u0431\u0456\u043b\u044c\u0448\u0435 \u043f\u0440\u043e \u0432\u0430\u0448\u0438\u0445 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u0430\u0431\u043e \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432.  <\/p>\n\n\n\n<p>\u041e\u0441\u043e\u0431\u043b\u0438\u0432\u043e \u0440\u0435\u043a\u043e\u043c\u0435\u043d\u0434\u0443\u0454\u043c\u043e \u0434\u043e\u0434\u0430\u0442\u0438 \u043f\u0438\u0442\u0430\u043d\u043d\u044f \u043d\u0430 \u043a\u0448\u0442\u0430\u043b\u0442 \"\u0429\u043e \u043c\u0438 \u043c\u043e\u0436\u0435\u043c\u043e \u0437\u0440\u043e\u0431\u0438\u0442\u0438, \u0449\u043e\u0431 \u043f\u043e\u043a\u0440\u0430\u0449\u0438\u0442\u0438 \u0446\u044e [\u043a\u043e\u043c\u043f\u0430\u043d\u0456\u044e\/\u043f\u0440\u043e\u0434\u0443\u043a\u0442\/\u043f\u043e\u0441\u043b\u0443\u0433\u0443]?\" (\u0432\u043a\u043b\u044e\u0447\u0435\u043d\u043e \u0434\u043e \u043d\u0430\u0448\u043e\u0433\u043e <a href=\"https:\/\/support.surveyrock.com\/support\/solutions\/articles\/4000069988-use-one-of-our-many-sample-survey-templates\" target=\"_blank\" rel=\"noreferrer noopener\">\u0448\u0430\u0431\u043b\u043e\u043d<\/a>).  \u041f\u0456\u0441\u043b\u044f \u0446\u044c\u043e\u0433\u043e \u0437\u0430\u043f\u0438\u0442\u0430\u043d\u043d\u044f \u0432 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u0456 \u043c\u043e\u0436\u043d\u0430 \u0437\u0440\u043e\u0431\u0438\u0442\u0438 \u043e\u0444\u043b\u0430\u0439\u043d-\u0434\u0437\u0432\u0456\u043d\u043e\u043a \u0430\u0431\u043e \u043d\u0430\u043f\u0438\u0441\u0430\u0442\u0438 \u0435\u043b\u0435\u043a\u0442\u0440\u043e\u043d\u043d\u043e\u0433\u043e \u043b\u0438\u0441\u0442\u0430, \u0449\u043e\u0431 \u0437\u0456\u0431\u0440\u0430\u0442\u0438 \u0431\u0456\u043b\u044c\u0448\u0435 \u0434\u0435\u0442\u0430\u043b\u0435\u0439.  \u041c\u0435\u0442\u0430 - \u043f\u043e\u043a\u0440\u0430\u0449\u0438\u0442\u0438 \u0432\u0430\u0448\u0443 \u043f\u043e\u0441\u043b\u0443\u0433\u0443 \u0447\u0438 \u043f\u0440\u043e\u0434\u0443\u043a\u0442, \u0449\u043e\u0431 \u043f\u0435\u0440\u0435\u0442\u0432\u043e\u0440\u0438\u0442\u0438 \u043d\u0435\u0434\u043e\u0431\u0440\u043e\u0437\u0438\u0447\u043b\u0438\u0432\u0446\u0456\u0432 \u043d\u0430 \u043f\u0440\u043e\u043c\u043e\u0443\u0442\u0435\u0440\u0456\u0432!  <\/p>\n\n\n\n<p>\u041a\u043e\u043b\u0438 \u0432\u0438 \u0432\u0438\u043a\u043e\u0440\u0438\u0441\u0442\u043e\u0432\u0443\u0454\u0442\u0435 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f NPS \u0443 \u0432\u0437\u0430\u0454\u043c\u043e\u0434\u0456\u0457 \u0437 \u043a\u043b\u0456\u0454\u043d\u0442\u0430\u043c\u0438 \u0442\u0430 \u043f\u043e\u0434\u0430\u043b\u044c\u0448\u043e\u043c\u0443 \u0441\u0443\u043f\u0440\u043e\u0432\u043e\u0434\u0456, \u0432\u0438 \u043d\u0430\u0434\u0441\u0438\u043b\u0430\u0454\u0442\u0435 \u043f\u043e\u0442\u0443\u0436\u043d\u0438\u0439 \u0441\u0438\u0433\u043d\u0430\u043b \u043f\u0440\u043e \u0442\u0435, \u0449\u043e \u0432\u0438 \u0437\u0430\u0446\u0456\u043a\u0430\u0432\u043b\u0435\u043d\u0456 \u0432 \u043f\u043e\u043a\u0440\u0430\u0449\u0435\u043d\u043d\u0456 \u0441\u0432\u043e\u0433\u043e \u0441\u0435\u0440\u0432\u0456\u0441\u0443 \u0456 \u0449\u043e \u0432\u0430\u043c \u043d\u0435 \u0431\u0430\u0439\u0434\u0443\u0436\u0435, \u044f\u043a \u0432\u043e\u043d\u0438 \u043f\u043e\u0447\u0443\u0432\u0430\u044e\u0442\u044c\u0441\u044f.  \u0412\u0438 \u043f\u043e\u043a\u0430\u0437\u0443\u0454\u0442\u0435 \u0457\u043c \u0441\u0432\u043e\u044e \u0432\u0456\u0434\u0434\u0430\u043d\u0456\u0441\u0442\u044c \u0443\u0441\u043f\u0456\u0445\u0443 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u0420\u043e\u0437\u0440\u0430\u0445\u0443\u043d\u043e\u043a NPS<\/h3>\n\n\n\n<p>\u0420\u043e\u0437\u0440\u0430\u0445\u0443\u0432\u0430\u0442\u0438 NPS \u043b\u0435\u0433\u043a\u043e.  \u0421\u043f\u043e\u0447\u0430\u0442\u043a\u0443 \u0432\u0456\u0434\u043d\u0456\u043c\u0456\u0442\u044c \u043a\u0456\u043b\u044c\u043a\u0456\u0441\u0442\u044c \u043d\u0435\u0434\u043e\u0431\u0440\u043e\u0437\u0438\u0447\u043b\u0438\u0432\u0446\u0456\u0432 \u0432\u0456\u0434 \u043a\u0456\u043b\u044c\u043a\u043e\u0441\u0442\u0456 \u043f\u0440\u0438\u0445\u0438\u043b\u044c\u043d\u0438\u043a\u0456\u0432 \u0456 \u043f\u043e\u0434\u0456\u043b\u0456\u0442\u044c \u043d\u0430 \u043a\u0456\u043b\u044c\u043a\u0456\u0441\u0442\u044c \u043b\u044e\u0434\u0435\u0439, \u044f\u043a\u0456 \u0432\u0456\u0434\u043f\u043e\u0432\u0456\u043b\u0438 \u043d\u0430 \u0437\u0430\u043f\u0438\u0442\u0430\u043d\u043d\u044f.  \u041c\u0430\u0442\u0435\u043c\u0430\u0442\u0438\u0447\u043d\u043e \u0446\u0435 \u0431\u0443\u0434\u0435 \u0432\u0438\u0433\u043b\u044f\u0434\u0430\u0442\u0438 \u0442\u0430\u043a:<\/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>\u041e\u0446\u0456\u043d\u043a\u0430 - \u0446\u0435 \u0447\u0438\u0441\u043b\u043e \u0432\u0456\u0434 -100 (\u0432\u0441\u0456 \u0454 \u043d\u0435\u0434\u043e\u0431\u0440\u043e\u0437\u0438\u0447\u043b\u0438\u0432\u0446\u044f\u043c\u0438) \u0434\u043e +100 (\u0432\u0441\u0456 \u0454 \u043f\u0440\u0438\u0445\u0438\u043b\u044c\u043d\u0438\u043a\u0430\u043c\u0438), \u0456 \u0447\u0438\u043c \u0432\u0438\u0449\u0435 \u0447\u0438\u0441\u043b\u043e, \u0442\u0438\u043c \u043a\u0440\u0430\u0449\u0435!  <\/p>\n\n\n\n<p>\u0411\u0443\u0434\u044c-\u044f\u043a\u0438\u0439 \u043f\u043e\u043a\u0430\u0437\u043d\u0438\u043a NPS \u0432\u0438\u0449\u0435 0 - \u0446\u0435 \u0434\u043e\u0431\u0440\u0435.  \u0426\u0435 \u043e\u0437\u043d\u0430\u0447\u0430\u0454, \u0449\u043e \u0432\u0430\u0448\u0430 \u0430\u0443\u0434\u0438\u0442\u043e\u0440\u0456\u044f \u0431\u0456\u043b\u044c\u0448 \u043b\u043e\u044f\u043b\u044c\u043d\u0430, \u043d\u0456\u0436 \u043d\u0456.  \u0412\u0441\u0435, \u0449\u043e \u0432\u0438\u0449\u0435 20, \u0432\u0432\u0430\u0436\u0430\u0454\u0442\u044c\u0441\u044f \u0441\u043f\u0440\u0438\u044f\u0442\u043b\u0438\u0432\u0438\u043c. Bain &amp; Co, \u0434\u0436\u0435\u0440\u0435\u043b\u043e \u0441\u0438\u0441\u0442\u0435\u043c\u0438 NPS, \u0432\u0432\u0430\u0436\u0430\u0454, \u0449\u043e \u0432\u0438\u0449\u0435 50 - \u0446\u0435 \u0432\u0456\u0434\u043c\u0456\u043d\u043d\u043e, \u0430 \u0432\u0438\u0449\u0435 80 - \u0441\u0432\u0456\u0442\u043e\u0432\u0438\u0439 \u043a\u043b\u0430\u0441. <\/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=\"\u0417\u0440\u0430\u0437\u043a\u043e\u0432\u0456 \u0433\u0430\u043b\u0443\u0437\u0435\u0432\u0456 \u043f\u043e\u043a\u0430\u0437\u043d\u0438\u043a\u0438 NPS\" 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>\u0411\u0435\u043d\u0447\u043c\u0430\u0440\u043a\u0456\u043d\u0433 NPS | \u0414\u0436\u0435\u0440\u0435\u043b\u043e: NICE Satmetrix<\/figcaption><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>\u041d\u0430 \u0436\u0430\u043b\u044c, \u043d\u0435\u043c\u043e\u0436\u043b\u0438\u0432\u043e \u0442\u043e\u0447\u043d\u043e \u0441\u043a\u0430\u0437\u0430\u0442\u0438, \u0449\u043e \u0454 \u0445\u043e\u0440\u043e\u0448\u0438\u043c, \u0430 \u0449\u043e \u043f\u043e\u0433\u0430\u043d\u0438\u043c \u043f\u043e\u043a\u0430\u0437\u043d\u0438\u043a\u043e\u043c \u0432 \u0430\u0431\u0441\u043e\u043b\u044e\u0442\u043d\u0438\u0445 \u0446\u0438\u0444\u0440\u0430\u0445, \u043e\u0441\u043a\u0456\u043b\u044c\u043a\u0438 \u043a\u043e\u0436\u043d\u0430 \u0433\u0430\u043b\u0443\u0437\u044c \u0434\u0435\u0449\u043e \u0432\u0456\u0434\u0440\u0456\u0437\u043d\u044f\u0454\u0442\u044c\u0441\u044f, \u044f\u043a \u0432\u0438 \u043c\u043e\u0436\u0435\u0442\u0435 \u0431\u0430\u0447\u0438\u0442\u0438 \u043d\u0430 \u0433\u0440\u0430\u0444\u0456\u043a\u0443 \u0432\u0438\u0449\u0435.  <\/p>\n\n\n\n<p>\u041a\u0440\u0456\u043c \u0442\u043e\u0433\u043e, \u0456\u0441\u043d\u0443\u044e\u0442\u044c \u0456 \u0440\u0435\u0433\u0456\u043e\u043d\u0430\u043b\u044c\u043d\u0456 \u0432\u0456\u0434\u043c\u0456\u043d\u043d\u043e\u0441\u0442\u0456.  \u041d\u0430\u043f\u0440\u0438\u043a\u043b\u0430\u0434, \u043f\u0456\u0432\u0434\u0435\u043d\u043d\u043e\u0430\u043c\u0435\u0440\u0438\u043a\u0430\u043d\u0441\u044c\u043a\u0456 \u0441\u043f\u043e\u0436\u0438\u0432\u0430\u0447\u0456 \u0447\u0430\u0441\u0442\u043e \u0434\u0430\u044e\u0442\u044c <a href=\"https:\/\/www.businesswire.com\/news\/home\/20070222005121\/en\/Satmetrix-Reveals-Findings-Cultural-Differences-Customer-Loyalty\" target=\"_blank\" rel=\"noreferrer noopener\">\u0432\u0438\u0449\u0456 \u043f\u043e\u043a\u0430\u0437\u043d\u0438\u043a\u0438 \u0437\u0430\u0434\u043e\u0432\u043e\u043b\u0435\u043d\u043e\u0441\u0442\u0456<\/a> \u043d\u0456\u0436 \u0432 \u0456\u043d\u0448\u0438\u0445 \u043a\u0443\u043b\u044c\u0442\u0443\u0440\u043d\u0438\u0445 \u0433\u0440\u0443\u043f\u0430\u0445, \u0442\u043e\u0434\u0456 \u044f\u043a \u044f\u043f\u043e\u043d\u0441\u044c\u043a\u0456 \u0441\u043f\u043e\u0436\u0438\u0432\u0430\u0447\u0456 \u0454 \u043d\u0430\u0439\u0431\u0456\u043b\u044c\u0448 <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\">\u043d\u0430\u0439\u0432\u0430\u0436\u0447\u0435 \u0434\u043e\u0433\u043e\u0434\u0438\u0442\u0438<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u041a\u043e\u043b\u0438 \u0432\u0430\u0440\u0442\u043e \u0432\u0438\u043a\u043e\u0440\u0438\u0441\u0442\u043e\u0432\u0443\u0432\u0430\u0442\u0438 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f NPS<\/h3>\n\n\n\n<p>\u0406\u0441\u043d\u0443\u0454 \u0431\u0435\u0437\u043b\u0456\u0447 \u0432\u0438\u043f\u0430\u0434\u043a\u0456\u0432, \u043a\u043e\u043b\u0438 \u0431\u0443\u043b\u043e \u0431 \u0447\u0443\u0434\u043e\u0432\u043e\u044e \u0456\u0434\u0435\u0454\u044e \u043f\u043e\u0441\u043f\u0456\u043b\u043a\u0443\u0432\u0430\u0442\u0438\u0441\u044f \u0437 \u0432\u0430\u0448\u0438\u043c\u0438 \u043a\u043b\u0456\u0454\u043d\u0442\u0430\u043c\u0438, \u0449\u043e\u0431 \u0434\u0456\u0437\u043d\u0430\u0442\u0438\u0441\u044f, \u043d\u0430\u0441\u043a\u0456\u043b\u044c\u043a\u0438 \u0457\u043c \u043f\u043e\u0434\u043e\u0431\u0430\u0454\u0442\u044c\u0441\u044f \u043f\u0440\u0430\u0446\u044e\u0432\u0430\u0442\u0438 \u0437 \u0432\u0430\u043c\u0438.  \u041e\u0441\u044c \u043b\u0438\u0448\u0435 \u0434\u0435\u044f\u043a\u0456 \u0437 \u043d\u0438\u0445:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u041f\u0456\u0441\u043b\u044f \u0442\u043e\u0433\u043e, \u044f\u043a \u0432\u043e\u043d\u0438 \u0437\u0430\u0432\u0435\u0440\u0448\u0438\u043b\u0438 \u0432\u0437\u0430\u0454\u043c\u043e\u0434\u0456\u044e \u0437 \u0432\u0430\u0448\u0438\u043c \u0441\u0435\u0440\u0432\u0456\u0441\u043d\u0438\u043c \u0432\u0456\u0434\u0434\u0456\u043b\u043e\u043c.  \u041d\u0430\u0439\u043a\u0440\u0430\u0449\u0435 \u0437\u0440\u043e\u0431\u0438\u0442\u0438 \u0446\u0435 \u044f\u043a\u043e\u043c\u043e\u0433\u0430 \u0448\u0432\u0438\u0434\u0448\u0435, \u0449\u043e\u0431 \u0432\u043e\u043d\u0438 \u043d\u0435 \u0437\u0430\u0431\u0443\u043b\u0438 \u0436\u043e\u0434\u043d\u043e\u0457 \u0434\u0435\u0442\u0430\u043b\u0456.<\/li><li>\u041a\u043e\u043b\u0438 \u0432\u043e\u043d\u0438 \u0437\u0430\u043a\u0456\u043d\u0447\u0438\u043b\u0438 \u043a\u043e\u0440\u0438\u0441\u0442\u0443\u0432\u0430\u0442\u0438\u0441\u044f \u0432\u0430\u0448\u0438\u043c \u043f\u0440\u043e\u0434\u0443\u043a\u0442\u043e\u043c \u0430\u0431\u043e \u043f\u043e\u0441\u043b\u0443\u0433\u043e\u044e<\/li><li>\u041d\u0435\u0437\u0430\u0431\u0430\u0440\u043e\u043c \u043f\u0456\u0441\u043b\u044f \u0442\u043e\u0433\u043e, \u044f\u043a \u0432\u043e\u043d\u0438 \u043f\u043e\u0447\u043d\u0443\u0442\u044c \u043a\u043e\u0440\u0438\u0441\u0442\u0443\u0432\u0430\u0442\u0438\u0441\u044f \u0432\u0430\u0448\u043e\u044e \u043f\u043e\u0441\u043b\u0443\u0433\u043e\u044e, \u0432\u0438 \u0437\u043c\u043e\u0436\u0435\u0442\u0435 \u0432\u0438\u044f\u0432\u0438\u0442\u0438, \u0447\u0438 \u0454 \u044f\u043a\u0456\u0441\u044c \u043f\u0440\u043e\u0433\u0430\u043b\u0438\u043d\u0438 \u0449\u043e\u0434\u043e \u0434\u043e\u0441\u0432\u0456\u0434\u0443 \u043f\u0440\u043e\u0434\u0430\u0436\u0456\u0432\/\u043c\u0430\u0440\u043a\u0435\u0442\u0438\u043d\u0433\u0443.  \u0426\u0435 \u0442\u0430\u043a\u043e\u0436 \u0434\u043e\u043f\u043e\u043c\u043e\u0436\u0435 \u0432\u0430\u043c \u0432\u0438\u044f\u0432\u0438\u0442\u0438 \u0431\u0443\u0434\u044c-\u044f\u043a\u0456 \u043f\u0440\u043e\u0431\u043b\u0435\u043c\u0438 \u043d\u0430 \u0440\u0430\u043d\u043d\u0456\u0439 \u0441\u0442\u0430\u0434\u0456\u0457. \u0429\u0435 \u043e\u0434\u043d\u0456\u0454\u044e \u043f\u0435\u0440\u0435\u0432\u0430\u0433\u043e\u044e \u0442\u0430\u043a\u043e\u0433\u043e \u043f\u0456\u0434\u0445\u043e\u0434\u0443 \u0454 \u0442\u0435, \u0449\u043e \u0432\u0456\u043d \u0434\u043e\u0437\u0432\u043e\u043b\u044f\u0454 \u043f\u043e\u0431\u0430\u0447\u0438\u0442\u0438 \u043f\u0440\u043e\u0433\u0440\u0435\u0441 \u0443 \u0447\u0430\u0441\u0456.<\/li><\/ul>\n\n\n\n<p>\u042f\u043a \u043f\u0440\u0430\u0432\u0438\u043b\u043e, \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f NPS \u043d\u0430\u0439\u043a\u0440\u0430\u0449\u0435 \u043f\u0440\u043e\u0432\u043e\u0434\u0438\u0442\u0438 \u043f\u0456\u0441\u043b\u044f \u0442\u043e\u0433\u043e, \u044f\u043a \u043a\u043b\u0456\u0454\u043d\u0442 \u0434\u043e\u0441\u044f\u0433\u043d\u0443\u0432 \u0437\u043d\u0430\u0447\u0443\u0449\u043e\u0433\u043e \u0435\u0442\u0430\u043f\u0443 \u0443 \u043a\u043e\u0440\u0438\u0441\u0442\u0443\u0432\u0430\u043d\u043d\u0456 \u0432\u0430\u0448\u0438\u043c\u0438 \u043f\u043e\u0441\u043b\u0443\u0433\u0430\u043c\u0438, \u0430\u0431\u043e, \u044f\u043a\u0449\u043e \u043a\u043b\u0456\u0454\u043d\u0442 \u043f\u0440\u0430\u0446\u044e\u0454 \u0437 \u0432\u0430\u0448\u043e\u044e \u043a\u043e\u043c\u043f\u0430\u043d\u0456\u0454\u044e \u043f\u0440\u043e\u0442\u044f\u0433\u043e\u043c \u0442\u0440\u0438\u0432\u0430\u043b\u043e\u0433\u043e \u0447\u0430\u0441\u0443, \u0447\u0435\u0440\u0435\u0437 \u043f\u0435\u0432\u043d\u0438\u0439 \u043f\u0440\u043e\u043c\u0456\u0436\u043e\u043a \u0447\u0430\u0441\u0443.<\/p>\n\n\n\n<p>Net Promoter Score - \u0446\u0435 \u0441\u0438\u0433\u043d\u0430\u043b \u0432\u0438\u0441\u043e\u043a\u043e\u0433\u043e \u0440\u0456\u0432\u043d\u044f, \u0456 \u0439\u043e\u0433\u043e \u0441\u043b\u0456\u0434 \u0432\u0456\u0434\u0441\u0442\u0435\u0436\u0443\u0432\u0430\u0442\u0438 \u0442\u0430 \u0432\u0438\u043c\u0456\u0440\u044e\u0432\u0430\u0442\u0438 \u043f\u0440\u043e\u0442\u044f\u0433\u043e\u043c \u0442\u0440\u0438\u0432\u0430\u043b\u043e\u0433\u043e \u0447\u0430\u0441\u0443.  \u0414\u043b\u044f \u0434\u043e\u0432\u0433\u043e\u0441\u0442\u0440\u043e\u043a\u043e\u0432\u0438\u0445 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u043c\u0438 \u0440\u0435\u043a\u043e\u043c\u0435\u043d\u0434\u0443\u0454\u043c\u043e \u043f\u0435\u0440\u0435\u0432\u0456\u0440\u044f\u0442\u0438 \u0439\u043e\u0433\u043e \u0440\u0435\u0433\u0443\u043b\u044f\u0440\u043d\u043e, \u043c\u043e\u0436\u043b\u0438\u0432\u043e, \u0449\u043e\u043a\u0432\u0430\u0440\u0442\u0430\u043b\u044c\u043d\u043e.  \u041d\u0435 \u0432\u0430\u0440\u0442\u043e \u0440\u043e\u0431\u0438\u0442\u0438 \u0446\u0435 \u0442\u0430\u043a \u0447\u0430\u0441\u0442\u043e, \u0449\u043e\u0431 \u043a\u043b\u0456\u0454\u043d\u0442\u0443 \u043d\u0430\u0431\u0440\u0438\u0434\u043b\u043e \u0446\u0435 \u043f\u0438\u0442\u0430\u043d\u043d\u044f, \u0430\u043b\u0435 \u0446\u0435 \u043c\u0430\u0454 \u0431\u0443\u0442\u0438 \u0434\u043e\u0441\u0442\u0430\u0442\u043d\u044c\u043e \u0447\u0430\u0441\u0442\u043e, \u0449\u043e\u0431 \u0443 \u0432\u0430\u0441 \u0431\u0443\u0432 \u0447\u0430\u0441 \u0441\u043a\u043e\u0440\u0438\u0433\u0443\u0432\u0430\u0442\u0438 \u043a\u0443\u0440\u0441, \u044f\u043a\u0449\u043e \u0446\u0435 \u043d\u0435\u043e\u0431\u0445\u0456\u0434\u043d\u043e.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u041f\u043e\u0447\u0430\u0442\u043e\u043a \u0440\u043e\u0431\u043e\u0442\u0438 \u0437 NPS<\/h3>\n\n\n\n<p>\u041f\u043e\u0447\u0430\u0442\u0438 \u0440\u043e\u0431\u043e\u0442\u0443 \u0437 NPS \u0434\u0443\u0436\u0435 \u043f\u0440\u043e\u0441\u0442\u043e \u0437\u0430 \u0434\u043e\u043f\u043e\u043c\u043e\u0433\u043e\u044e SurveyRock.  \u041f\u0440\u043e\u0441\u0442\u043e&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/login\">\u043b\u043e\u0433\u0456\u043d<\/a>&nbsp;\u0430\u0431\u043e&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/signup\">\u0441\u0442\u0432\u043e\u0440\u0456\u0442\u044c \u0431\u0435\u0437\u043a\u043e\u0448\u0442\u043e\u0432\u043d\u0438\u0439 \u043e\u0431\u043b\u0456\u043a\u043e\u0432\u0438\u0439 \u0437\u0430\u043f\u0438\u0441 \u0434\u043b\u044f \u043f\u043e\u0447\u0430\u0442\u043a\u0443<\/a>!  \u041d\u0430 \u0456\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0456\u0439\u043d\u0456\u0439 \u043f\u0430\u043d\u0435\u043b\u0456 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f \u043d\u0430\u0442\u0438\u0441\u043d\u0456\u0442\u044c \"+ \u0421\u0442\u0432\u043e\u0440\u0438\u0442\u0438\", \u0430 \u043f\u043e\u0442\u0456\u043c \"\u041e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f \u0437\u0430 \u0448\u0430\u0431\u043b\u043e\u043d\u043e\u043c\", \u0449\u043e\u0431 \u043f\u0435\u0440\u0435\u0433\u043b\u044f\u043d\u0443\u0442\u0438 \u0432\u0441\u0456 \u043d\u0430\u0448\u0456 \u0440\u0456\u0437\u043d\u043e\u043c\u0430\u043d\u0456\u0442\u043d\u0456 \u0448\u0430\u0431\u043b\u043e\u043d\u0438 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u044c.<\/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>\u041f\u0440\u043e\u043a\u0440\u0443\u0442\u0456\u0442\u044c \u0432\u043d\u0438\u0437 \u0434\u043e \u0440\u043e\u0437\u0434\u0456\u043b\u0443 \"Net Promoter Score\" \u0456 \u043d\u0430\u0442\u0438\u0441\u043d\u0456\u0442\u044c \u043d\u0430 \u0437\u0430\u0433\u043e\u043b\u043e\u0432\u043e\u043a, \u0449\u043e\u0431 \u043f\u043e\u0431\u0430\u0447\u0438\u0442\u0438 \u0437\u0440\u0430\u0437\u043e\u043a \u0430\u043d\u043a\u0435\u0442\u0438, \u0430\u0431\u043e \u043a\u043d\u043e\u043f\u043a\u0443 \"\u0412\u0438\u0431\u0440\u0430\u0442\u0438\", \u0449\u043e\u0431 \u0441\u043a\u043e\u043f\u0456\u044e\u0432\u0430\u0442\u0438 \u0448\u0430\u0431\u043b\u043e\u043d NPS \u043d\u0430 \u0441\u0432\u043e\u044e \u0456\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0456\u0439\u043d\u0443 \u043f\u0430\u043d\u0435\u043b\u044c.<\/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>\u0422\u0435\u043f\u0435\u0440 \u0443 \u0432\u0430\u0441 \u0454 4-\u0441\u0442\u043e\u0440\u0456\u043d\u043a\u043e\u0432\u0435 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f NPS, \u044f\u043a\u0435 \u0432\u0438 \u043c\u043e\u0436\u0435\u0442\u0435 \u043d\u0430\u043b\u0430\u0448\u0442\u0443\u0432\u0430\u0442\u0438 \u043d\u0430 \u0441\u0432\u0456\u0439 \u0440\u043e\u0437\u0441\u0443\u0434. \u041f\u0435\u0440\u0448\u0430 \u0441\u0442\u043e\u0440\u0456\u043d\u043a\u0430 - \u0446\u0435 \u0441\u0430\u043c\u0435 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f NPS.  \u041d\u0430 \u0434\u0440\u0443\u0433\u0456\u0439 - \u0434\u043e\u0434\u0430\u0442\u043a\u043e\u0432\u0456 \u0437\u0430\u043f\u0438\u0442\u0430\u043d\u043d\u044f, \u044f\u043a\u0456 \u0434\u043e\u043f\u043e\u043c\u043e\u0436\u0443\u0442\u044c \u0432\u0430\u043c \u0437\u0440\u043e\u0437\u0443\u043c\u0456\u0442\u0438, \u0447\u043e\u043c\u0443 \u043a\u043b\u0456\u0454\u043d\u0442 \u043e\u0431\u0440\u0430\u0432 \u0441\u0430\u043c\u0435 \u0446\u0435\u0439 \u043d\u043e\u043c\u0435\u0440.  \u0422\u0440\u0435\u0442\u044f \u0441\u0442\u043e\u0440\u0456\u043d\u043a\u0430 \u0434\u043e\u043f\u043e\u043c\u043e\u0436\u0435 \u0432\u0430\u043c \u0437 \u0434\u0435\u043c\u043e\u0433\u0440\u0430\u0444\u0456\u0447\u043d\u043e\u044e \u0456\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0456\u0454\u044e, \u0430 \u043e\u0441\u0442\u0430\u043d\u043d\u044f \u0441\u0442\u043e\u0440\u0456\u043d\u043a\u0430 - \u0434\u043b\u044f \u043f\u043e\u0434\u0430\u043b\u044c\u0448\u043e\u0433\u043e \u043a\u043e\u043d\u0442\u0430\u043a\u0442\u0443 \u0437 \u043a\u043b\u0456\u0454\u043d\u0442\u043e\u043c.  \u0426\u0435 \u0432\u0441\u0435, \u0449\u043e \u043f\u043e\u0442\u0440\u0456\u0431\u043d\u043e!<\/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>\u041f\u043e\u0434\u0430\u043b\u044c\u0448\u0435 \u0437\u0430\u043f\u0438\u0442\u0430\u043d\u043d\u044f<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">\u0417\u0430\u0441\u0442\u043e\u0441\u0443\u0432\u0430\u043d\u043d\u044f \u0434\u0430\u043d\u0438\u0445 NPS<\/h3>\n\n\n\n<p>\u041e\u0442\u0436\u0435, \u0432\u0438 \u0441\u0442\u0432\u043e\u0440\u0438\u043b\u0438 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u044f NPS \u0456 \u0442\u0435\u043f\u0435\u0440 \u0441\u0442\u0430\u0440\u0430\u043d\u043d\u043e \u0437\u0431\u0438\u0440\u0430\u0454\u0442\u0435 \u0432\u0456\u0434\u0433\u0443\u043a\u0438 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432.  \u042f\u043a\u0438\u0439 \u043d\u0430\u0441\u0442\u0443\u043f\u043d\u0438\u0439 \u043a\u0440\u043e\u043a?  \u042f\u043a \u043f\u0435\u0440\u0435\u0442\u0432\u043e\u0440\u0438\u0442\u0438 \u0446\u044e \u0456\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0456\u044e \u043d\u0430 \u0434\u0456\u0454\u0432\u0443 \u0430\u043d\u0430\u043b\u0456\u0442\u0438\u043a\u0443?  \u041a\u043e\u043c\u043f\u0430\u043d\u0456\u044f Bain, \u043e\u0434\u0438\u043d \u0456\u0437 \u0442\u0432\u043e\u0440\u0446\u0456\u0432 \u0456\u043d\u0434\u0435\u043a\u0441\u0443 \u0456\u043d\u0434\u0435\u043a\u0441\u0443 \u0437\u0430\u0434\u043e\u0432\u043e\u043b\u0435\u043d\u043e\u0441\u0442\u0456 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432, \u043f\u0440\u043e\u043f\u043e\u043d\u0443\u0454 <a href=\"https:\/\/www.bain.com\/insights\/closing-the-customer-feedback-loop-newsletter\" target=\"_blank\" rel=\"noreferrer noopener\">\u0434\u0435\u044f\u043a\u0456 \u043f\u0440\u043e\u043f\u043e\u0437\u0438\u0446\u0456\u0457<\/a>.  <\/p>\n\n\n\n<p>\"\u041f\u0430\u043c'\u044f\u0442\u0430\u0439\u0442\u0435, \u0449\u043e \u043a\u043e\u0436\u043d\u0430 \u0442\u0440\u0430\u043d\u0437\u0430\u043a\u0446\u0456\u044f \u0432\u0430\u0448\u043e\u0457 \u043a\u043e\u043c\u043f\u0430\u043d\u0456\u0457 \u0437 \u043a\u043b\u0456\u0454\u043d\u0442\u0430\u043c\u0438 - \u0446\u0435 \u043c\u043e\u0436\u043b\u0438\u0432\u0456\u0441\u0442\u044c \u0441\u0442\u0432\u043e\u0440\u0438\u0442\u0438 \u043f\u0440\u043e\u043c\u043e\u0443\u0442\u0435\u0440. \u0410\u043b\u0435 \u043d\u0430\u0439\u0431\u0456\u043b\u044c\u0448\u0435 \u0437\u043d\u0430\u0447\u0435\u043d\u043d\u044f \u0434\u043b\u044f \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u043c\u0430\u044e\u0442\u044c \"\u043c\u043e\u043c\u0435\u043d\u0442\u0438 \u0456\u0441\u0442\u0438\u043d\u0438\", \u0442\u0456 \u043a\u0456\u043b\u044c\u043a\u0430 \u043a\u043e\u043d\u0442\u0430\u043a\u0442\u0456\u0432, \u044f\u043a\u0456 \u043c\u0430\u044e\u0442\u044c \u043d\u0430\u0439\u0431\u0456\u043b\u044c\u0448\u0438\u0439 \u043f\u043e\u0442\u0435\u043d\u0446\u0456\u0430\u043b \u0434\u043b\u044f \u0442\u043e\u0433\u043e, \u0449\u043e\u0431 \u0441\u043f\u043e\u0434\u043e\u0431\u0430\u0442\u0438\u0441\u044f \u0430\u0431\u043e \u0432\u0456\u0434\u0448\u0442\u043e\u0432\u0445\u043d\u0443\u0442\u0438 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432\".  Bain \u043f\u0440\u043e\u043f\u043e\u043d\u0443\u0454 \u043a\u043e\u043d\u0442\u0440\u043e\u043b\u044c\u043d\u0438\u0439 \u0441\u043f\u0438\u0441\u043e\u043a \u0437 5 \u043f\u0443\u043d\u043a\u0442\u0456\u0432, \u044f\u043a\u0456 \u0434\u043e\u043f\u043e\u043c\u043e\u0436\u0443\u0442\u044c \u0432\u0430\u043c \u0443 \u0440\u043e\u0437\u0440\u043e\u0431\u0446\u0456 \u0441\u0442\u0440\u0430\u0442\u0435\u0433\u0456\u0457 \u043e\u0431\u0441\u043b\u0443\u0433\u043e\u0432\u0443\u0432\u0430\u043d\u043d\u044f \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u0443 \u043c\u0430\u0441\u0448\u0442\u0430\u0431\u0430\u0445 \u0432\u0441\u0456\u0454\u0457 \u043a\u043e\u043c\u043f\u0430\u043d\u0456\u0457.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u0427\u0438 \u0434\u043e\u0441\u044f\u0433\u043b\u0438 \u0432\u0438 \u043a\u043e\u043d\u0441\u0435\u043d\u0441\u0443\u0441\u0443 \u0449\u043e\u0434\u043e \u043f'\u044f\u0442\u0438 \u043d\u0430\u0439\u0431\u0456\u043b\u044c\u0448 \u0432\u0430\u0436\u043b\u0438\u0432\u0438\u0445 \"\u043c\u043e\u043c\u0435\u043d\u0442\u0456\u0432 \u0456\u0441\u0442\u0438\u043d\u0438\" \u0443 \u0432\u0456\u0434\u043d\u043e\u0441\u0438\u043d\u0430\u0445 \u0437 \u043a\u043b\u0456\u0454\u043d\u0442\u0430\u043c\u0438 \u0443 \u0432\u0430\u0448\u043e\u043c\u0443 \u0431\u0456\u0437\u043d\u0435\u0441\u0456?<\/li><li>\u0427\u0438 \u043e\u0442\u0440\u0438\u043c\u0443\u044e\u0442\u044c \u0441\u043f\u0456\u0432\u0440\u043e\u0431\u0456\u0442\u043d\u0438\u043a\u0438 \u0442\u0430 \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0438 \u0437\u0432\u043e\u0440\u043e\u0442\u043d\u0456\u0439 \u0437\u0432'\u044f\u0437\u043e\u043a \u0432\u0456\u0434 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u0440\u0435\u0433\u0443\u043b\u044f\u0440\u043d\u043e, \u0449\u043e\u0434\u043d\u044f \u0430\u0431\u043e \u0449\u043e\u0442\u0438\u0436\u043d\u044f?<\/li><li>\u0427\u0438 \u043f\u043e\u0432\u0456\u0434\u043e\u043c\u043b\u044f\u0454\u0442\u0435 \u0432\u0438 \u043a\u043b\u0456\u0454\u043d\u0442\u0430\u043c \u043f\u0440\u043e \u0432\u043f\u043b\u0438\u0432 \u0457\u0445\u043d\u0456\u0445 \u0432\u0456\u0434\u0433\u0443\u043a\u0456\u0432 \u043d\u0430 \u043f\u043e\u043a\u0440\u0430\u0449\u0435\u043d\u043d\u044f \u0432\u0430\u0448\u0438\u0445 \u043f\u0440\u043e\u0446\u0435\u0441\u0456\u0432?<\/li><li>\u0427\u0438 \u0437\u043d\u0430\u0454\u0442\u0435 \u0432\u0438, \u044f\u043a\u0438\u0439 \u0432\u0456\u0434\u0441\u043e\u0442\u043e\u043a \u043d\u0435\u0434\u043e\u0431\u0440\u043e\u0437\u0438\u0447\u043b\u0438\u0432\u0446\u0456\u0432 \u0432\u0430\u0448\u043e\u0457 \u0434\u0456\u044f\u043b\u044c\u043d\u043e\u0441\u0442\u0456 \u0437\u0430\u0440\u0430\u0437 \u043f\u0435\u0440\u0435\u0442\u0432\u043e\u0440\u044e\u0454\u0442\u044c\u0441\u044f \u043d\u0430 \u043f\u0440\u043e\u043c\u043e\u0443\u0442\u0435\u0440\u0456\u0432 \u0437\u0430\u0432\u0434\u044f\u043a\u0438 \u043f\u0440\u043e\u0446\u0435\u0441\u0430\u043c \u0432\u0456\u0434\u043d\u043e\u0432\u043b\u0435\u043d\u043d\u044f \u043f\u043e\u0441\u043b\u0443\u0433?<\/li><li>\u0427\u0438 \u043c\u043e\u0436\u0435\u0442\u0435 \u0432\u0438 \u043e\u0446\u0456\u043d\u0438\u0442\u0438 \u0432 \u0434\u043e\u043b\u0430\u0440\u0430\u0445 \u043f\u0435\u0440\u0435\u0442\u0432\u043e\u0440\u0435\u043d\u043d\u044f \u043d\u0435\u0434\u043e\u0431\u0440\u043e\u0437\u0438\u0447\u043b\u0438\u0432\u0446\u044f \u043d\u0430 \u043f\u0440\u043e\u043c\u043e\u0443\u0442\u0435\u0440\u0430?<\/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 \u0442\u0430 NPS \u0454 \u0437\u0430\u0440\u0435\u0454\u0441\u0442\u0440\u043e\u0432\u0430\u043d\u0438\u043c\u0438 \u0442\u043e\u0432\u0430\u0440\u043d\u0438\u043c\u0438 \u0437\u043d\u0430\u043a\u0430\u043c\u0438 Bain &amp; Company, Inc., Fred Reichheld \u0442\u0430 Satmetrix Systems, Inc.<\/p>",
        "protected": false
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