{"id":11465,"date":"2021-09-15T16:37:24","date_gmt":"2021-09-15T09:37:24","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=11465"},"modified":"2021-09-15T16:37:24","modified_gmt":"2021-09-15T09:37:24","slug":"chi-so-hai-long-khach-hang-csat-la-gi","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/chi-so-hai-long-khach-hang-csat-la-gi\/","title":{"rendered":"Ch\u1ec9 S\u1ed1 H\u00e0i L\u00f2ng Kh\u00e1ch H\u00e0ng CSAT L\u00e0 G\u00ec?"},"content":{"rendered":"<p>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ef7 l\u1ec7 thu\u1eadn v\u1edbi s\u1ef1 t\u0103ng tr\u01b0\u1edfng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng trung th\u00e0nh, doanh thu v\u00e0 l\u1ee3i nhu\u1eadn.\u00a0V\u00ec v\u1eady c\u00e1c doanh nghi\u1ec7p n\u00ean th\u01b0\u1eddng xuy\u00ean \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u01b0a ra nh\u1eefng quy\u1ebft \u0111\u1ecbnh kinh doanh k\u1ecbp th\u1eddi.<\/p>\n<p>CSAT s\u1ebd gi\u00fap doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 nhanh ch\u00f3ng. H\u00e3y c\u00f9ng Miraway t\u00ecm hi\u1ec3u k\u1ef9 h\u01a1n v\u1ec1 ch\u1ec9 s\u1ed1 CSAT, v\u00e0 t\u1ea1i sao doanh nghi\u1ec7p n\u00ean s\u1eed d\u1ee5ng n\u00f3.<\/p>\n<h2><strong>Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng Csat l\u00e0 g\u00ec?<\/strong><\/h2>\n<p>CSAT \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p qua t\u1eebng \u0111i\u1ec3m ch\u1ea1m trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. B\u1ea1n c\u00f3 th\u1ec3 \u0111\u01b0a c\u00e2u h\u1ecfi CSAT v\u00e0o c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>CSAT d\u1ef1a tr\u00ean m\u1ed9t c\u00e2u h\u1ecfi duy nh\u1ea5t \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 b\u1ea1n \u0111ang \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o?<\/p>\n<ul>\n<li>1 \u0110i\u1ec3m: R\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng<\/li>\n<li>2 \u0110i\u1ec3m: Kh\u00f4ng h\u00e0i l\u00f2ng<\/li>\n<li>3 \u0110i\u1ec3m: B\u00ecnh th\u01b0\u1eddng<\/li>\n<li>4 \u0110i\u1ec3m: H\u00e0i l\u00f2ng<\/li>\n<li>5 \u0110i\u1ec3m: R\u1ea5t h\u00e0i l\u00f2ng<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-11468 size-full\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/09\/csat-e1631698448424.jpg\" alt=\"\" width=\"529\" height=\"313\" \/><\/p>\n<p>Gi\u1ed1ng nh\u01b0 NPS, CSAT cung c\u1ea5p s\u1ed1 li\u1ec7u t\u1ed5ng quan v\u1ec1 hi\u1ec7u su\u1ea5t c\u1ee7a doanh nghi\u1ec7p. Csat l\u00e0 gi\u1ea3i ph\u00e1p \u0111o l\u01b0\u1eddng nhanh ch\u00f3ng, hi\u1ec7u qu\u1ea3 \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang thay \u0111\u1ed5i theo th\u1eddi gian nh\u01b0 th\u1ebf n\u00e0o?\u00a0 \u0110i\u1ec1u n\u00e0y cho ph\u00e9p doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m k\u1ecbp th\u1eddi \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/p>\n<p><em>C\u00f4ng th\u1ee9c t\u00ednh \u0111i\u1ec3m CSAT:<\/em><\/p>\n<p><em><strong>Ch\u1ec9 s\u1ed1 CSAT = [(T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng (4-5)):T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111\u00e1nh gi\u00e1]* 100%<\/strong><\/em><\/p>\n<h2><strong>C\u00e1ch th\u1ee9c v\u00e0 th\u1eddi \u0111i\u1ec3m s\u1eed d\u1ee5ng ch\u1ec9 s\u1ed1 CSAT.<\/strong><\/h2>\n<h3><strong>T\u1ea1i c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.<\/strong><\/h3>\n<p>M\u1ed1i quan h\u1ec7 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p \u0111\u01b0\u1ee3c t\u1ea1o th\u00e0nh t\u1eeb nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1c nhau bao g\u1ed3m tr\u01b0\u1edbc, trong v\u00e0 sau khi mua h\u00e0ng. T\u1ea1i m\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac, b\u1ea1n s\u1ebd c\u00f3 c\u01a1 h\u1ed9i hi\u1ec3u \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. sau \u0111\u00f3 c\u00f3 th\u1ec3 t\u00ecm hi\u1ec3u s\u00e2u h\u01a1n \u0111\u1ec3 bi\u1ebft m\u00ecnh \u0111ang l\u00e0m t\u1ed1t nh\u1eefng ph\u1ea7n n\u00e0o v\u00e0 c\u1ea7n c\u1ea3i thi\u1ec7n nh\u1eefng v\u1ea5n \u0111\u1ec1 g\u00ec?<\/p>\n<h3><strong>Th\u1eddi gian kh\u00e1ch s\u1eafp h\u1ebft h\u1ea1n h\u1ee3p \u0111\u1ed3ng.<\/strong><\/h3>\n<p>Vi\u1ec7c kh\u00e1ch h\u00e0ng d\u1eebng mua s\u1ea3n ph\u1ea9m ho\u1eb7c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 l\u00e0 m\u1ed9t \u0111i\u1ec1u kh\u00f4ng th\u1ec3 tr\u00e1nh kh\u1ecfi trong qu\u00e1 tr\u00ecnh kinh doanh. Tuy nhi\u00ean, ch\u00fang ta c\u00f3 th\u1ec3 gi\u1ea3m thi\u1ec3u t\u1ef7 l\u1ec7 n\u00e0y xu\u1ed1ng m\u1ee9c th\u1ea5p nh\u1ea5t b\u1eb1ng vi\u1ec7c kh\u1ea3o s\u00e1t ch\u1ec9 s\u1ed1 csat tr\u01b0\u1edbc khi t\u1edbi th\u1eddi \u0111i\u1ec3m kh\u00e1ch h\u00e0ng k\u1ebft th\u00fac h\u1ee3p \u0111\u1ed3ng. \u0110i\u1ec1u n\u00e0y s\u1ebd mang l\u1ea1i cho b\u1ea1n c\u01a1 h\u1ed9i \u0111\u1ec3 c\u1ea3i thi\u1ec7n s\u1eed h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch tr\u01b0\u1edbc khi h\u1ecd r\u1eddi b\u1ecf doanh nghi\u1ec7p.<\/p>\n<h3><strong>Sau khi kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/strong><\/h3>\n<p>B\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 nh\u1eefng ng\u01b0\u1eddi th\u01b0\u1eddng xuy\u00ean tr\u1ef1c ti\u1ebfp l\u00e0m vi\u1ec7c v\u00e0 truy\u1ec1n t\u1ea3i th\u00f4ng \u0111i\u1ec7p c\u1ee7a doanh nghi\u1ec7p t\u1edbi kh\u00e1ch h\u00e0ng. V\u00ec v\u1eady vi\u1ec7c hi\u1ec3u \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng sau khi h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u r\u1ea5t c\u1ea7n thi\u1ebft.<\/p>\n<h2><strong>L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n \u0111i\u1ec3m Csat v\u00e0 khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng h\u01a1n.<\/strong><\/h2>\n<p>M\u1eb7c d\u00f9 CSAT l\u00e0 th\u01b0\u1edbc \u0111o tuy\u1ec7t v\u1eddi v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u01b0ng \u0111\u1ec3 t\u1eadn d\u1ee5ng t\u1ed1i \u0111a ch\u1ec9 s\u1ed1 n\u00e0y doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i l\u00e0m g\u00ec?<\/p>\n<h3><strong>G\u1eedi c\u00e1c b\u1ea3ng kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng ti\u1ebfp theo \u0111\u1ec3 nh\u1eadn th\u00f4ng tin chi ti\u1ebft h\u1eefu \u00edch.<\/strong><\/h3>\n<p>Sau khi ho\u00e0n th\u00e0nh kh\u1ea3o s\u00e1t CSAT, b\u1ea1n c\u1ea7n t\u00ecm hi\u1ec3u s\u00e2u h\u01a1n l\u00fd do v\u00ec sao kh\u00e1ch h\u00e0ng l\u1ea1i c\u1ea3m th\u1ea5y kh\u00f4ng h\u00e0i l\u00f2ng.\u00a0 B\u1ea1n c\u00f3 th\u1ec3 l\u00e0m g\u00ec \u0111\u1ec3 <a href=\"https:\/\/miraway.vn\/\">c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/a>?<\/p>\n<p>\u0110\u1ec3 th\u1ef1c hi\u1ec7n vi\u1ec7c n\u00e0y h\u00e3y c\u00e2n nh\u1eafc s\u1eed d\u1ee5ng c\u00e1c c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p nh\u01b0 c\u00e2u h\u1ecfi d\u1ea1ng v\u0103n b\u1ea3n m\u1edf&#8230;.<\/p>\n<h3><strong>Chu\u1ea9n b\u1ecb k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng.<\/strong><\/h3>\n<p>B\u1ea1n n\u00ean x\u00e2y d\u1ef1ng m\u1ed9t quy tr\u00ecnh x\u1eed l\u00fd ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eefng ph\u1ea3n h\u1ed3i thu th\u1eadp s\u1ebd \u0111\u01b0\u1ee3c x\u1eed l\u00fd nh\u01b0 th\u1ebf n\u00e0o? L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng?&#8230;&#8230;<\/p>\n<p><strong>K\u1ebft lu\u1eadn<\/strong><\/p>\n<p>B\u1eb1ng c\u00e1ch theo d\u00f5i v\u00e0 c\u1ea3i thi\u1ec7n \u0111i\u1ec3m s\u1ed1 CSAT theo th\u1eddi gian, doanh nghi\u1ec7p c\u1ee7a b\u1ea1n s\u1ebd \u0111\u1ea1t \u0111\u01b0\u1ee3c nhi\u1ec1u l\u1ee3i \u00edch h\u01a1n t\u1eeb vi\u1ec7c thay \u0111\u1ed5i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n<p>Xem th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/blog\/tai-sao-cac-nha-hang-can-trang-bi-he-thong-dat-lich-xep-hang\/\">T\u1ea1i sao c\u00e1c nh\u00e0 h\u00e0ng c\u1ea7n trang b\u1ecb h\u1ec7 th\u1ed1ng \u0111\u1eb7t l\u1ecbch &amp; x\u1ebfp h\u00e0ng.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ef7 l\u1ec7 thu\u1eadn v\u1edbi s\u1ef1 t\u0103ng tr\u01b0\u1edfng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng trung th\u00e0nh, doanh thu v\u00e0 l\u1ee3i nhu\u1eadn.\u00a0V\u00ec v\u1eady c\u00e1c doanh nghi\u1ec7p n\u00ean th\u01b0\u1eddng xuy\u00ean \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u01b0a ra nh\u1eefng quy\u1ebft \u0111\u1ecbnh kinh doanh k\u1ecbp th\u1eddi. CSAT s\u1ebd gi\u00fap doanh nghi\u1ec7p [&#8230;]\n","protected":false},"author":1,"featured_media":11469,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[167,11],"tags":[184,192],"class_list":["post-11465","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-he-thong-khao-sat-va-phan-hoi","category-trai-nghiem-khach-hang","tag-csat","tag-do-luong-trai-nghiem-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/09\/chi-so-hai-long-khach-hang-csat-1-1.jpeg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/11465"}],"collection":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/comments?post=11465"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/11465\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/11469"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=11465"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=11465"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=11465"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}