{"id":38992,"date":"2025-04-24T19:56:11","date_gmt":"2025-04-24T11:56:11","guid":{"rendered":"https:\/\/www.yunshan.net\/blog\/?p=38992"},"modified":"2025-04-24T19:56:11","modified_gmt":"2025-04-24T11:56:11","slug":"%e4%b8%9a%e5%8a%a1%e6%80%a7%e8%83%bd%e6%8c%87%e6%a0%87%e5%9c%a8%e5%ae%a2%e6%88%b7%e5%bf%a0%e8%af%9a%e5%ba%a6%e5%bb%ba%e8%ae%be%e4%b8%ad%e6%9c%89%e4%bd%95%e6%84%8f%e4%b9%89","status":"publish","type":"post","link":"https:\/\/www.yunshan.net\/blog\/archives\/38992.html","title":{"rendered":"\u4e1a\u52a1\u6027\u80fd\u6307\u6807\u5728\u5ba2\u6237\u5fe0\u8bda\u5ea6\u5efa\u8bbe\u4e2d\u6709\u4f55\u610f\u4e49"},"content":{"rendered":"

\n

\"\u4e1a\u52a1\u6027\u80fd\u6307\u6807\u5728\u5ba2\u6237\u5fe0\u8bda\u5ea6\u5efa\u8bbe\u4e2d\u6709\u4f55\u610f\u4e49\"<\/p>\n<\/p>\n

\u4e1a\u52a1\u6027\u80fd\u6307\u6807\u5728\u5ba2\u6237\u5fe0\u8bda\u5ea6\u5efa\u8bbe\u4e2d\u5177\u6709\u91cd\u8981\u610f\u4e49\uff0c\u5b83\u4eec\u4e0d\u4ec5\u80fd\u591f\u5e2e\u52a9\u4f01\u4e1a\u4e86\u89e3\u5ba2\u6237\u7684\u9700\u6c42\u548c\u884c\u4e3a\uff0c\u8fd8\u80fd\u901a\u8fc7\u4f18\u5316\u4e1a\u52a1\u6d41\u7a0b\u548c\u63d0\u5347\u670d\u52a1\u8d28\u91cf\u6765\u589e\u5f3a\u5ba2\u6237\u7684\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u5173\u952e\u4e1a\u52a1\u6027\u80fd\u6307\u6807\u53ca\u5176\u5728\u5ba2\u6237\u5fe0\u8bda\u5ea6\u5efa\u8bbe\u4e2d\u7684\u610f\u4e49\uff1a<\/p>\n

| \u6307\u6807 | \u610f\u4e49 |<\/p>\n

|-|-|<\/p>\n

| \u5ba2\u6237\u6ee1\u610f\u5ea6 (CSAT) | \u8861\u91cf\u5ba2\u6237\u5bf9\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u6ee1\u610f\u7a0b\u5ea6\uff0c\u9ad8\u6ee1\u610f\u5ea6\u8868\u660e\u4ea7\u54c1\u6216\u670d\u52a1\u80fd\u591f\u6ee1\u8db3\u6216\u8d85\u51fa\u5ba2\u6237\u671f\u671b\uff0c\u662f\u5ba2\u6237\u7ba1\u7406\u6210\u6548\u7684\u91cd\u8981\u6307\u6807\u3002 |<\/p>\n

| \u51c0\u63a8\u8350\u503c (NPS) | \u901a\u8fc7\u8be2\u95ee\u5ba2\u6237\u63a8\u8350\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u53ef\u80fd\u6027\u6765\u8861\u91cf\u5ba2\u6237\u5fe0\u8bda\u5ea6\u548c\u54c1\u724c\u63a8\u5e7f\u6548\u679c\uff0c\u9ad8NPS\u610f\u5473\u7740\u66f4\u591a\u7684\u63a8\u8350\u8005\uff0c\u8868\u660e\u5ba2\u6237\u7ba1\u7406\u7b56\u7565\u6548\u679c\u663e\u8457\u3002 |<\/p>\n

| \u5ba2\u6237\u4fdd\u7559\u7387 | \u53cd\u6620\u4f01\u4e1a\u5728\u4e00\u5b9a\u65f6\u95f4\u5185\u4fdd\u7559\u5ba2\u6237\u7684\u80fd\u529b\uff0c\u9ad8\u4fdd\u7559\u7387\u8868\u660e\u5ba2\u6237\u6ee1\u610f\u4e14\u5fe0\u8bda\uff0c\u662f\u5ba2\u6237\u7ba1\u7406\u6210\u529f\u7684\u6807\u5fd7\u3002 |<\/p>\n

| \u5ba2\u6237\u751f\u547d\u5468\u671f\u4ef7\u503c (CLV) | \u4f30\u7b97\u4e00\u4e2a\u5ba2\u6237\u5728\u4e0e\u4f01\u4e1a\u5408\u4f5c\u671f\u95f4\u9884\u671f\u4ea7\u751f\u7684\u603b\u6536\u76ca\uff0c\u63d0\u9ad8CLV\u662f\u63d0\u5347\u4f01\u4e1a\u6536\u76ca\u7684\u5173\u952e\uff0c\u540c\u65f6\u4e5f\u53cd\u6620\u4e86\u5ba2\u6237\u7ba1\u7406\u7b56\u7565\u7684\u6709\u6548\u6027\u3002 |<\/p>\n

| \u54cd\u5e94\u65f6\u95f4\u548c\u89e3\u51b3\u65f6\u95f4 | \u5f71\u54cd\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\uff0c\u66f4\u5feb\u7684\u54cd\u5e94\u548c\u89e3\u51b3\u65f6\u95f4\u901a\u5e38\u610f\u5473\u7740\u66f4\u9ad8\u6548\u7684\u5ba2\u6237\u7ba1\u7406\u6d41\u7a0b\u3002 |<\/p>\n

| \u8f6c\u5316\u7387\u548c\u518d\u8d2d\u7387 | \u76f4\u63a5\u53cd\u6620\u51fa\u5ba2\u6237\u5bf9\u4f01\u4e1a\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u63a5\u53d7\u7a0b\u5ea6\u548c\u6ee1\u610f\u5ea6\uff0c\u901a\u8fc7\u63d0\u9ad8\u8fd9\u4e24\u4e2a\u6307\u6807\uff0c\u4f01\u4e1a\u53ef\u4ee5\u663e\u8457\u63d0\u5347\u5176\u6536\u76ca\u548c\u5e02\u573a\u4efd\u989d\u3002 |<\/p>\n

| \u793e\u4ea4\u5a92\u4f53\u4e92\u52a8\u548c\u53cd\u9988 | \u63d0\u4f9b\u5173\u4e8e\u5ba2\u6237\u504f\u597d\u3001\u6001\u5ea6\u548c\u884c\u4e3a\u7684\u6d1e\u5bdf\uff0c\u6709\u52a9\u4e8e\u4f01\u4e1a\u8c03\u6574\u5176\u5ba2\u6237\u7ba1\u7406\u7b56\u7565\uff0c\u4ee5\u589e\u5f3a\u5ba2\u6237\u53c2\u4e0e\u5ea6\u548c\u54c1\u724c\u5fe0\u8bda\u5ea6\u3002 |<\/p>\n

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\u8861\u91cf\u5ba2\u6237\u5bf9\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u6ee1\u610f\u7a0b\u5ea6\uff0c\u9ad8\u6ee1\u610f\u5ea6\u8868\u660e\u4ea7\u54c1\u6216\u670d\u52a1\u80fd\u591f\u6ee1\u8db3\u6216\u8d85\u51fa\u5ba2\u6237\u671f\u671b\uff0c\u662f\u5ba2\u6237\u7ba1\u7406\u6210\u6548\u7684\u91cd\u8981\u6307\u6807\u3002 | | \u51c0\u63a8\u8350\u503c (NPS) | \u901a\u8fc7\u8be2\u95ee\u5ba2\u6237\u63a8\u8350\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u53ef\u80fd\u6027\u6765\u8861\u91cf\u5ba2\u6237\u5fe0\u8bda\u5ea6\u548c\u54c1\u724c\u63a8\u5e7f\u6548\u679c\uff0c\u9ad8NPS\u610f\u5473\u7740\u66f4\u591a\u7684\u63a8\u8350\u8005\uff0c\u8868\u660e\u5ba2\u6237\u7ba1\u7406\u7b56\u7565\u6548\u679c\u663e\u8457\u3002 | | \u5ba2\u6237\u4fdd\u7559\u7387 | \u53cd\u6620\u4f01\u4e1a\u5728\u4e00\u5b9a\u65f6\u95f4\u5185\u4fdd\u7559\u5ba2\u6237\u7684\u80fd\u529b\uff0c\u9ad8\u4fdd\u7559\u7387\u8868\u660e\u5ba2\u6237\u6ee1\u610f\u4e14\u5fe0\u8bda\uff0c\u662f\u5ba2\u6237\u7ba1\u7406\u6210\u529f\u7684\u6807\u5fd7\u3002 | | \u5ba2\u6237\u751f\u547d\u5468\u671f\u4ef7\u503c (CLV) | \u4f30\u7b97\u4e00\u4e2a\u5ba2\u6237\u5728\u4e0e\u4f01\u4e1a\u5408\u4f5c\u671f\u95f4\u9884\u671f\u4ea7\u751f\u7684\u603b\u6536\u76ca\uff0c\u63d0\u9ad8CLV\u662f\u63d0\u5347\u4f01\u4e1a\u6536\u76ca\u7684\u5173\u952e\uff0c\u540c\u65f6\u4e5f\u53cd\u6620\u4e86\u5ba2\u6237\u7ba1\u7406\u7b56\u7565\u7684\u6709\u6548\u6027\u3002 | | \u54cd\u5e94\u65f6\u95f4\u548c\u89e3\u51b3\u65f6\u95f4 | \u5f71\u54cd\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\uff0c\u66f4\u5feb\u7684\u54cd\u5e94\u548c\u89e3\u51b3\u65f6\u95f4\u901a\u5e38\u610f\u5473\u7740\u66f4\u9ad8\u6548\u7684\u5ba2\u6237\u7ba1\u7406\u6d41\u7a0b\u3002 | | \u8f6c\u5316\u7387\u548c\u518d\u8d2d\u7387 | 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