Yeyiphi inkqubo yeNqaku leNkuthazo yeNet (NPS)?

nps inqaku lokukhuthaza umnatha

Kwiveki ephelileyo, bendiye eFlorida (ndenza oku ngekota nganye okanye njalo) kwaye okokuqala ndimamele incwadi enokuVakala xa usihla. Ndikhethile Owona mbuzo wokuGqibela 2.0: Iinkampani zeNet Promoter ziChuma njani kwiLizwe eliSebenzisa abaThengi emva kwengxoxo kunye nabanye abaqeqeshi bezentengiso kwi-intanethi.

The Inkqubo yeNqaku lokukhuthaza isekwe kumbuzo olula… i owona mbuzo:

Kwinqanaba le-0 ukuya kwi-10, ungamthumela kangakanani umhlobo?

Incwadi iya ekuchazeni indlela inkqubo yemithombo evulekileyo eyamkelwe ngayo kuwo onke amashishini, ihlala iguqulwa ngaphaya kwe-0 ukuya kwisikali se-10, umbuzo ngamanye amaxesha uyahluka, kwaye imibuzo elandelayo ilungiselelwe kwaye yenziwe ixesha lokubonelela ngenqaku elifanelekileyo elimele impilo yenkampani yakho. Gcina ukhumbula ukuba ayingamanqaku athile afunekayo ukuxela kwangaphambili ukuba inkampani yakho iqhuba njani, kufuneka ihlahlelwe ngokuchasene nawo onke amanqaku okhuphisana nawo kwishishini lakho. Akunyanzelekanga ukuba ubeno-9 xa yonke le mveliso yakho ityhala ii-3s! Amanye amashishini atsala abathengi aboyikekayo.

I-NPS iba yindlela eqhelekileyo yokulinganisa ukunyaniseka kwabathengi kunye nefuthe lokuthengisa, ukuthengisa, iinkonzo zabathengi kunye nempilo yezemali yombutho. Ngokungafaniyo ne-metric yexesha eliphambili yokusebenza kweenkampani, i-NPS ibonelela ngokujonga ukuba abathengi bakho banokuhlala njani kuwe kwaye bancome. Kuba ukugcina abathengi kubalulekile kwinzuzo kunye nelizwi lomlomo yenye yeendlela ezilungileyo zokufumana abathengi, i-NPS izibonakalisa iyinkqubo elungileyo kakhulu yokuqikelela impilo yexesha elide yenkampani. Xa onke amasebe kunye nezicwangciso zilungelelanisiwe ukulungiselela ukunyaniseka kwabathengi bakho, awubeki mngcipheko wokuba ne-silos ezikhuphisanayo ngaphakathi kombutho ezinokuthi zivelise amanani amakhulu-kodwa unganiki amava abalulekileyo kumthengi.

Ingcambu, I-NPS = Ipesenti yabaKhuthazi-Ipesenti yabaDeleli. Ke, ukuba i-10% yabathengi bakho bayayinyusa inkampani yakho kwaye i-8% yonakalisa uphawu lwakho ngegama elingalunganga-lomlomo, une-NPS yesi-2.

Inkqubo yeNqaku leNkuthazo yeNet iphula abathengi bakho babaxhasi, abagxothi kunye neepassives. Yonke inkampani kufuneka ifune ukunciphisa abagxeki bayo njengoko kuthatha malunga nabaxhasi abahlanu ukulwa nabo bonke abachasayo… nto leyo ingumsebenzi omninzi! Kwaye lonke ishishini lingangcono kakhulu ukuba belinokuphepha i-passives kunye ne-detractors xa iyonke kwaye itsale abathengi abafanelekileyo-abaxhasi. Ngaphandle kokunyaniseka kwabathengi, i-NPS nayo yenza indlela yayo kuhlalutyo lokoneliseka kwabasebenzi. Njengokuba unethemba lokufumana abathengi bokukhuthaza ishishini lakho, ufuna abasebenzi abakukhuthazayo!

Abantu Ummeli uhlanganise le infographic kwiNet Promoter Score uyishwankathela:

ukuqonda-inetha-ukukhuthaza-amanqaku

I-PS: Ngelixa incwadi yayimnandi, i-IMO ndicinga ukuba umxholo ungancitshiswa ukusuka ngaphezulu kweeyure ezisi-7 ukuya kwisibini nje, nangona kunjalo. Likhonkco lam lokudibana ukuba unqwenela ukuthenga le ncwadi.

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