{"id":82805,"date":"2023-09-08T07:00:24","date_gmt":"2023-09-08T11:00:24","guid":{"rendered":"https:\/\/ideascale.com\/viblog\/nghien-cuu-su-hai-long-cua-khach-hang-la-gi\/"},"modified":"2024-06-20T04:49:43","modified_gmt":"2024-06-20T08:49:43","slug":"nghien-cuu-su-hai-long-cua-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-su-hai-long-cua-khach-hang-la-gi\/","title":{"rendered":"Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, t\u1ea7m quan tr\u1ecdng v\u00e0 quy tr\u00ecnh"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right-small:0px;--awb-padding-left-small:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\" style=\"--awb-font-size:22px;\"><p><strong><b>M\u1ee5c l\u1ee5c<\/b><\/strong><\/p>\n<\/div><div class=\"awb-toc-el awb-toc-el--1\" data-awb-toc-id=\"1\" data-awb-toc-options=\"{&quot;allowed_heading_tags&quot;:{&quot;h2&quot;:0},&quot;ignore_headings&quot;:&quot;&quot;,&quot;ignore_headings_words&quot;:&quot;&quot;,&quot;enable_cache&quot;:&quot;yes&quot;,&quot;highlight_current_heading&quot;:&quot;no&quot;,&quot;hide_hidden_titles&quot;:&quot;yes&quot;,&quot;limit_container&quot;:&quot;all&quot;,&quot;select_custom_headings&quot;:&quot;&quot;,&quot;icon&quot;:&quot;fa-flag fas&quot;,&quot;counter_type&quot;:&quot;decimal&quot;}\" style=\"--awb-counter-type:counters(awb-toc, &quot;.&quot;, decimal) &quot;. &quot;;\"><div class=\"awb-toc-el__content\"><ul class=\"awb-toc-el__list awb-toc-el__list--0\"><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_What_is_Customer_Satisfaction_Research\">Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/a><\/li><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_Importance_of_Customer_Satisfaction_Research\">T\u1ea7m quan tr\u1ecdng c\u1ee7a nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><\/li><li class=\"awb-toc-el__list-item\"><a class=\"awb-toc-el__item-anchor\" href=\"#toc_Process_of_Customer_Satisfaction_Research\">Quy tr\u00ecnh nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><\/li><\/ul><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-blend:overlay;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-2\"><h2 id=\"toc_What_is_Customer_Satisfaction_Research\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh c\u00f3 h\u1ec7 th\u1ed1ng thu th\u1eadp, ph\u00e2n t\u00edch v\u00e0 gi\u1ea3i th\u00edch ph\u1ea3n h\u1ed3i v\u00e0 d\u1eef li\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 do c\u00f4ng ty cung c\u1ea5p. Nghi\u00ean c\u1ee9u n\u00e0y nh\u1eb1m m\u1ee5c \u0111\u00edch \u0111o l\u01b0\u1eddng v\u00e0 hi\u1ec3u nh\u1eadn th\u1ee9c, k\u1ef3 v\u1ecdng v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd v\u1edbi doanh nghi\u1ec7p. M\u1ee5c ti\u00eau ch\u00ednh c\u1ee7a nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c m\u00e0 c\u00f4ng ty c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh \u0111\u1ec3 n\u00e2ng cao l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u1eef ch\u00e2n v\u00e0 th\u00e0nh c\u00f4ng chung trong kinh doanh.<\/span><\/p>\n<p><b>C\u00e1c th\u00e0nh ph\u1ea7n ch\u00ednh c\u1ee7a nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng bao g\u1ed3m:<\/b><\/p>\n<ul>\n<li><b>Thu th\u1eadp d\u1eef li\u1ec7u: <\/b><span style=\"font-weight: 400;\">Vi\u1ec7c thu th\u1eadp ph\u1ea3n h\u1ed3i v\u00e0 d\u1eef li\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n th\u00f4ng qua nhi\u1ec1u ph\u01b0\u01a1ng ph\u00e1p kh\u00e1c nhau, bao g\u1ed3m kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n, <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nhom-tap-trung-la-gi\/\">nh\u00f3m t\u1eadp trung<\/a> , ph\u00e2n t\u00edch \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn v\u00e0 gi\u00e1m s\u00e1t ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i. Vi\u1ec7c l\u1ef1a ch\u1ecdn ph\u01b0\u01a1ng ph\u00e1p thu th\u1eadp d\u1eef li\u1ec7u ph\u1ee5 thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u v\u00e0 t\u00ednh ch\u1ea5t c\u1ee7a doanh nghi\u1ec7p.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u0110o \u0111\u1ea1c: <\/b><span style=\"font-weight: 400;\">S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng theo thang \u0111i\u1ec3m, th\u01b0\u1eddng dao \u0111\u1ed9ng t\u1eeb r\u1ea5t h\u00e0i l\u00f2ng \u0111\u1ebfn r\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng. C\u00e1c thang \u0111o ph\u1ed5 bi\u1ebfn bao g\u1ed3m thang \u0111o Likert (v\u00ed d\u1ee5: 1 \u0111\u1ebfn 5 ho\u1eb7c 1 \u0111\u1ebfn 7), Net Promoter Score (NPS) ho\u1eb7c c\u00e2u tr\u1ea3 l\u1eddi c\u00f3\/kh\u00f4ng \u0111\u01a1n gi\u1ea3n cho m\u1ed9t c\u00e2u h\u1ecfi v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u00e2n t\u00edch: <\/b><span style=\"font-weight: 400;\">Sau khi thu th\u1eadp d\u1eef li\u1ec7u, c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u s\u1ebd ph\u00e2n t\u00edch n\u00f3 \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh xu h\u01b0\u1edbng, m\u00f4 h\u00ecnh v\u00e0 m\u1ed1i t\u01b0\u01a1ng quan. Ph\u00e2n t\u00edch n\u00e0y gi\u00fap hi\u1ec3u \u0111\u01b0\u1ee3c c\u00e1c y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, c\u0169ng nh\u01b0 c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>L\u1eadp k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng: <\/b><span style=\"font-weight: 400;\">D\u1ef1a tr\u00ean nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc thu \u0111\u01b0\u1ee3c t\u1eeb nghi\u00ean c\u1ee9u, c\u00e1c doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n c\u00e1c k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c l\u0129nh v\u1ef1c kh\u00f4ng h\u00e0i l\u00f2ng ho\u1eb7c c\u1ea3i thi\u1ec7n. C\u00e1c k\u1ebf ho\u1ea1ch n\u00e0y c\u00f3 th\u1ec3 li\u00ean quan \u0111\u1ebfn nh\u1eefng thay \u0111\u1ed5i v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng ho\u1eb7c c\u00e1c kh\u00eda c\u1ea1nh kh\u00e1c trong tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Gi\u00e1m s\u00e1t li\u00ean t\u1ee5c:<\/b><span style=\"font-weight: 400;\"> Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c. C\u00e1c c\u00f4ng ty th\u01b0\u1eddng xuy\u00ean thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c c\u1ea3i ti\u1ebfn c\u00f3 hi\u1ec7u qu\u1ea3 v\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng lu\u00f4n \u1edf m\u1ee9c cao.<\/span><\/li>\n<\/ul>\n<p><b>Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ph\u1ee5c v\u1ee5 m\u1ed9t s\u1ed1 m\u1ee5c \u0111\u00edch thi\u1ebft y\u1ebfu cho doanh nghi\u1ec7p:<\/b><\/p>\n<ul>\n<li><b>X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m y\u1ebfu:<\/b> <span style=\"font-weight: 400;\">N\u00f3 gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh c\u00e1c khu v\u1ef1c ho\u1eb7c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee5 th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, cho ph\u00e9p c\u1ea3i thi\u1ec7n m\u1ee5c ti\u00eau.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>N\u00e2ng cao l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng:<\/b> <span style=\"font-weight: 400;\">Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng v\u1eabn trung th\u00e0nh v\u00e0 ti\u1ebfp t\u1ee5c kinh doanh v\u1edbi c\u00f4ng ty. <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-la-gi\/\">Nghi\u00ean c\u1ee9u<\/a> gi\u00fap hi\u1ec3u \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Qu\u1ea3n l\u00fd danh ti\u1ebfng:<\/b> <span style=\"font-weight: 400;\">Tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn truy\u1ec1n mi\u1ec7ng t\u00edch c\u1ef1c, trong khi tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c c\u00f3 th\u1ec3 g\u00e2y t\u1ed5n h\u1ea1i \u0111\u1ebfn danh ti\u1ebfng c\u1ee7a c\u00f4ng ty. <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-la-gi\/\">Nghi\u00ean c\u1ee9u<\/a> gi\u00fap qu\u1ea3n l\u00fd v\u00e0 n\u00e2ng cao nh\u1eadn th\u1ee9c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>L\u1ee3i th\u1ebf c\u1ea1nh tranh:<\/b> <span style=\"font-weight: 400;\">Doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng nghi\u00ean c\u1ee9u v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 v\u01b0\u1ee3t tr\u1ed9i h\u01a1n \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh b\u1eb1ng c\u00e1ch cung c\u1ea5p c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 \u01b0u vi\u1ec7t ph\u00f9 h\u1ee3p v\u1edbi mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u0110\u1ed5i m\u1edbi:<\/b> <span style=\"font-weight: 400;\"><a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">Ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> th\u01b0\u1eddng ch\u1ee9a \u0111\u1ef1ng nh\u1eefng \u00fd t\u01b0\u1edfng c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 \u0111\u1ed5i m\u1edbi v\u00e0 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m, c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng v\u00e0 t\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn c\u00f3 h\u1ec7 th\u1ed1ng \u0111\u1ec3 hi\u1ec3u v\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 \u0111\u00f3ng m\u1ed9t vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c gi\u00fap doanh nghi\u1ec7p \u0111\u00e1p \u1ee9ng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng, n\u00e2ng cao l\u00f2ng trung th\u00e0nh v\u00e0 cu\u1ed1i c\u00f9ng \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i trong th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh.<\/span><\/p>\n<h2 id=\"toc_Importance_of_Customer_Satisfaction_Research\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">T\u1ea7m quan tr\u1ecdng c\u1ee7a nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58669 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Satisfaction-Research-descriptive-600x737.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Satisfaction-Research-descriptive-600x737.jpg\" alt=\"T\u1ea7m quan tr\u1ecdng c\u1ee7a nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng\" width=\"600\" height=\"737\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27600%27%20height%3D%27737%27%20viewBox%3D%270%200%20600%20737%27%3E%3Crect%20width%3D%27600%27%20height%3D%27737%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Satisfaction-Research-descriptive-200x246.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Satisfaction-Research-descriptive-244x300.jpg 244w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Satisfaction-Research-descriptive-400x491.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Satisfaction-Research-descriptive-600x737.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Satisfaction-Research-descriptive.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">T\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 b\u1ecb ph\u00f3ng \u0111\u1ea1i trong m\u00f4i tr\u01b0\u1eddng kinh doanh ng\u00e0y nay. N\u00f3 ph\u1ee5c v\u1ee5 nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 quan tr\u1ecdng \u0111\u1ec3 c\u00e1c c\u00f4ng ty hi\u1ec3u, \u0111o l\u01b0\u1eddng v\u00e0 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u0169ng nh\u01b0 tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 l\u00fd do ch\u00ednh khi\u1ebfn vi\u1ec7c nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 v\u00f4 c\u00f9ng quan tr\u1ecdng:<\/span><\/p>\n<p><b>1. Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng: <\/b><span style=\"font-weight: 400;\">Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng v\u1eabn trung th\u00e0nh v\u00e0 ti\u1ebfp t\u1ee5c kinh doanh v\u1edbi c\u00f4ng ty. Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap x\u00e1c \u0111\u1ecbnh nh\u1eefng l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, gi\u1ea3m t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf v\u00e0 duy tr\u00ec d\u00f2ng doanh thu c\u00f3 gi\u00e1 tr\u1ecb.<\/span><\/p>\n<p><b>2. Kinh doanh l\u1eb7p l\u1ea1i: <\/b><span style=\"font-weight: 400;\">Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng mua h\u00e0ng l\u1eb7p l\u1ea1i v\u00e0 tham gia v\u00e0o c\u00e1c m\u1ed1i quan h\u1ec7 kinh doanh \u0111ang di\u1ec5n ra. Hi\u1ec3u \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 gi\u00fap t\u0103ng doanh thu v\u00e0 gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng cao h\u01a1n.<\/span><\/p>\n<p><b>3. Truy\u1ec1n mi\u1ec7ng t\u00edch c\u1ef1c:<\/b><span style=\"font-weight: 400;\"> Kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng th\u01b0\u1eddng tr\u1edf th\u00e0nh ng\u01b0\u1eddi \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u. H\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n cho ng\u01b0\u1eddi kh\u00e1c h\u01a1n, d\u1eabn \u0111\u1ebfn ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb truy\u1ec1n mi\u1ec7ng t\u00edch c\u1ef1c. Ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i t\u1ef1 nhi\u00ean n\u00e0y c\u00f3 th\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi v\u1edbi chi ph\u00ed mua l\u1ea1i gi\u1ea3m.<\/span><\/p>\n<p><b>4. N\u00e2ng cao uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u: <\/b><span style=\"font-weight: 400;\">M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng cao c\u1ee7a kh\u00e1ch h\u00e0ng g\u00f3p ph\u1ea7n t\u1ea1o n\u00ean danh ti\u1ebfng th\u01b0\u01a1ng hi\u1ec7u t\u00edch c\u1ef1c. Khi kh\u00e1ch h\u00e0ng li\u00ean t\u1ee5c c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n, th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n s\u1ebd g\u1eafn li\u1ec1n v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng, \u0111\u1ed9 tin c\u1eady v\u00e0 \u0111\u1ed9 tin c\u1eady.<\/span><\/p>\n<p><b>5. L\u1ee3i th\u1ebf c\u1ea1nh tranh: <\/b><span style=\"font-weight: 400;\">Trong m\u1ed9t th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh, vi\u1ec7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 khi\u1ebfn doanh nghi\u1ec7p c\u1ee7a b\u1ea1n kh\u00e1c bi\u1ec7t so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7. Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap b\u1ea1n x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 v\u01b0\u1ee3t tr\u1ed9i h\u01a1n \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c l\u1ee3i th\u1ebf c\u1ea1nh tranh.<\/span><\/p>\n<p><b>6. Gi\u1ea3m chi ph\u00ed d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng: <\/b><span style=\"font-weight: 400;\">B\u1eb1ng c\u00e1ch gi\u1ea3i quy\u1ebft c\u00e1c \u0111i\u1ec3m y\u1ebfu chung v\u00e0 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 gi\u1ea3m s\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 v\u00e0 khi\u1ebfu n\u1ea1i. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn gi\u1ea3m chi ph\u00ed d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng.<\/span><\/p>\n<p><b>7. \u0110\u1ed5i m\u1edbi v\u00e0 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m: <\/b><span style=\"font-weight: 400;\"><a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">Ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> \u0111\u01b0\u1ee3c thu th\u1eadp th\u00f4ng qua <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-la-gi\/\">nghi\u00ean c\u1ee9u<\/a> th\u01b0\u1eddng ch\u1ee9a \u0111\u1ef1ng nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u00e0 \u00fd t\u01b0\u1edfng c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 \u0111\u1ed5i m\u1edbi v\u00e0 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m. Hi\u1ec3u nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 h\u01b0\u1edbng d\u1eabn vi\u1ec7c t\u1ea1o ra c\u00e1c d\u1ecbch v\u1ee5 m\u1edbi ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u th\u1ecb tr\u01b0\u1eddng.<\/span><\/p>\n<p><b>8. Ra quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean d\u1eef li\u1ec7u:<\/b><span style=\"font-weight: 400;\"> Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng cung c\u1ea5p d\u1eef li\u1ec7u v\u00e0 s\u1ed1 li\u1ec7u c\u00f3 th\u1ec3 h\u01b0\u1edbng d\u1eabn vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c. N\u00f3 cho ph\u00e9p doanh nghi\u1ec7p \u0111\u01b0a ra nh\u1eefng l\u1ef1a ch\u1ecdn s\u00e1ng su\u1ed1t v\u1ec1 c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m, chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb v\u00e0 ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c.<\/span><\/p>\n<p><b>9. Gi\u1ea3m thi\u1ec3u r\u1ee7i ro:<\/b> <span style=\"font-weight: 400;\">Vi\u1ec7c x\u00e1c \u0111\u1ecbnh v\u00e0 gi\u1ea3i quy\u1ebft s\u1edbm s\u1ef1 kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap gi\u1ea3m thi\u1ec3u r\u1ee7i ro x\u1ea3y ra c\u00e1c s\u1ef1 c\u1ed1 quan h\u1ec7 c\u00f4ng ch\u00fang ti\u00eau c\u1ef1c, s\u1ef1 \u0111\u00e0o t\u1ea9u c\u1ee7a kh\u00e1ch h\u00e0ng ho\u1eb7c c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u00e1p l\u00fd do khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><b>10. S\u1ef1 g\u1eafn k\u1ebft c\u1ee7a nh\u00e2n vi\u00ean:<\/b><span style=\"font-weight: 400;\"> Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng th\u01b0\u1eddng \u0111i k\u00e8m v\u1edbi nh\u1eefng nh\u00e2n vi\u00ean g\u1eafn k\u1ebft v\u00e0 c\u00f3 \u0111\u1ed9ng l\u1ef1c. Nh\u1eefng nh\u00e2n vi\u00ean nh\u00ecn th\u1ea5y t\u00e1c \u0111\u1ed9ng t\u00edch c\u1ef1c c\u1ee7a c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng nhi\u1ec7t t\u00ecnh v\u00e0 cam k\u1ebft v\u1edbi vai tr\u00f2 c\u1ee7a m\u00ecnh h\u01a1n.<\/span><\/p>\n<p><b>11. Kinh doanh b\u1ec1n v\u1eefng l\u00e2u d\u00e0i:<\/b><span style=\"font-weight: 400;\"> Duy tr\u00ec m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng cao c\u1ee7a kh\u00e1ch h\u00e0ng g\u00f3p ph\u1ea7n v\u00e0o s\u1ef1 ph\u00e1t tri\u1ec3n v\u00e0 b\u1ec1n v\u1eefng l\u00e2u d\u00e0i c\u1ee7a doanh nghi\u1ec7p. N\u00f3 gi\u00fap t\u1ea1o ra m\u1ed9t c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng \u1ed5n \u0111\u1ecbnh mang l\u1ea1i doanh thu li\u00ean t\u1ee5c.<\/span><\/p>\n<p><b>12. V\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m:<\/b> <span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u00fac \u0111\u1ea9y v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong c\u00f4ng ty, n\u01a1i nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c khuy\u1ebfn kh\u00edch \u01b0u ti\u00ean nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 li\u00ean t\u1ee5c t\u00ecm c\u00e1ch c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 m\u1ea1nh m\u1ebd \u0111\u1ec3 doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 c\u1ea3m t\u00ednh c\u1ee7a kh\u00e1ch h\u00e0ng, x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n v\u00e0 cu\u1ed1i c\u00f9ng l\u00e0 n\u00e2ng cao l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u1ee3i nhu\u1eadn. Trong th\u1eddi \u0111\u1ea1i m\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng ng\u1eebng ph\u00e1t tri\u1ec3n, vi\u1ec7c hi\u1ec3u v\u00e0 \u0111\u00e1p \u1ee9ng nh\u1eefng k\u1ef3 v\u1ecdng \u0111\u00f3 l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i. B\u1eb1ng c\u00e1ch t\u00edch c\u1ef1c \u0111\u1ea7u t\u01b0 v\u00e0o nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u00edch \u1ee9ng v\u00e0 ph\u00e1t tri\u1ec3n trong m\u1ed9t th\u1ecb tr\u01b0\u1eddng lu\u00f4n thay \u0111\u1ed5i.<\/span><\/p>\n<p><span data-sheets-value=\"{'1':2,'2':'Learn more: What is Customer Research?'}\" data-sheets-userformat=\"{'2':1065473,'3':{'1':0},'12':0,'17':1,'23':1}\" data-sheets-textstyleruns=\"{'1':0}\uee10{'1':12,'2':{'2':{'1':2,'2':1136076},'9':1}}\" data-sheets-hyperlinkruns=\"{'1':12,'2':'http:\/\/ideascale.com\/blog\/what-is-customer-research\/'}\uee10{'1':38}\"><b>T\u00ecm hi\u1ec3u th\u00eam: <a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-khach-hang-la-gi\/\" rel=\"noopener\">Nghi\u00ean c\u1ee9u kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_Process_of_Customer_Satisfaction_Research\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">Quy tr\u00ecnh nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n<p><span style=\"font-weight: 400;\">Qu\u00e1 tr\u00ecnh ti\u1ebfn h\u00e0nh nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng bao g\u1ed3m m\u1ed9t s\u1ed1 b\u01b0\u1edbc ch\u00ednh \u0111\u1ec3 thu th\u1eadp, ph\u00e2n t\u00edch v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i v\u00e0 d\u1eef li\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 h\u01b0\u1edbng d\u1eabn t\u1eebng b\u01b0\u1edbc \u0111\u1ec3 ti\u1ebfn h\u00e0nh nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng:<\/span><\/p>\n<p><b>1. X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u<\/b><\/p>\n<p><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng m\u1ee5c ti\u00eau v\u00e0 m\u1ee5c \u0111\u00edch nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n mu\u1ed1n \u0111o l\u01b0\u1eddng ho\u1eb7c c\u1ea3i thi\u1ec7n nh\u1eefng kh\u00eda c\u1ea1nh c\u1ee5 th\u1ec3 n\u00e0o c\u1ee7a s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng? B\u1ea1n t\u1eadp trung v\u00e0o s\u1ef1 h\u00e0i l\u00f2ng t\u1ed5ng th\u1ec3, s\u1ef1 h\u00e0i l\u00f2ng v\u1ec1 s\u1ea3n ph\u1ea9m, s\u1ef1 h\u00e0i l\u00f2ng v\u1ec1 d\u1ecbch v\u1ee5 hay s\u1ef1 k\u1ebft h\u1ee3p c\u1ee7a nh\u1eefng \u0111i\u1ec1u n\u00e0y?<\/span><\/p>\n<p><b>2. L\u1ef1a ch\u1ecdn ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ch\u1ecdn <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-la-gi\/\">c\u00e1c ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u<\/a> th\u00edch h\u1ee3p ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n. C\u00e1c ph\u01b0\u01a1ng ph\u00e1p ph\u1ed5 bi\u1ebfn bao g\u1ed3m kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n, <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nhom-tap-trung-la-gi\/\">nh\u00f3m t\u1eadp trung<\/a> , ph\u00e2n t\u00edch \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn, gi\u00e1m s\u00e1t ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i v\u00e0 bi\u1ec3u m\u1eabu ph\u1ea3n h\u1ed3i. H\u00e3y xem x\u00e9t nh\u1eefng \u01b0u \u0111i\u1ec3m v\u00e0 h\u1ea1n ch\u1ebf c\u1ee7a t\u1eebng ph\u01b0\u01a1ng ph\u00e1p v\u00e0 ch\u1ecdn (nh\u1eefng) ph\u01b0\u01a1ng ph\u00e1p ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi nhu c\u1ea7u c\u1ee7a b\u1ea1n.<\/span><\/p>\n<p><b>3. X\u00e1c \u0111\u1ecbnh \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n<\/b><\/p>\n<p><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau ho\u1eb7c ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n cho nghi\u00ean c\u1ee9u. \u0110\u1ea3m b\u1ea3o r\u1eb1ng nh\u00f3m m\u1eabu c\u1ee7a b\u1ea1n \u0111\u1ea1i di\u1ec7n cho c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c th\u00f4ng tin chi ti\u1ebft ch\u00ednh x\u00e1c.<\/span><\/p>\n<p><b>4. T\u1ea1o c\u00f4ng c\u1ee5 nghi\u00ean c\u1ee9u<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e1t tri\u1ec3n c\u00e1c c\u00f4ng c\u1ee5 nghi\u00ean c\u1ee9u, ch\u1eb3ng h\u1ea1n nh\u01b0 b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t, k\u1ecbch b\u1ea3n ph\u1ecfng v\u1ea5n ho\u1eb7c h\u01b0\u1edbng d\u1eabn th\u1ea3o lu\u1eadn. \u0110\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c truy v\u1ea5n c\u1ee7a b\u1ea1n ch\u00ednh x\u00e1c, kh\u00e1ch quan v\u00e0 li\u00ean k\u1ebft ch\u1eb7t ch\u1ebd v\u1edbi m\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u c\u1ee7a b\u1ea1n.<\/span><\/p>\n<p><b>5. Thu th\u1eadp d\u1eef li\u1ec7u<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Th\u1ef1c hi\u1ec7n c\u00e1c ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u b\u1ea1n \u0111\u00e3 ch\u1ecdn \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c ph\u00e2n ph\u1ed1i c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t, th\u1ef1c hi\u1ec7n c\u00e1c cu\u1ed9c ph\u1ecfng v\u1ea5n ho\u1eb7c <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nhom-tap-trung-la-gi\/\">nh\u00f3m t\u1eadp trung<\/a> , theo d\u00f5i c\u00e1c \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn v\u00e0 \u0111\u1ec1 c\u1eadp tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i ho\u1eb7c cung c\u1ea5p c\u00e1c bi\u1ec3u m\u1eabu ph\u1ea3n h\u1ed3i t\u1ea1i nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1c nhau.<\/span><\/p>\n<p><b>6. Ph\u00e2n t\u00edch d\u1eef li\u1ec7u<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Sau khi d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp, h\u00e3y ph\u00e2n t\u00edch n\u00f3 m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng. T\u00ecm ki\u1ebfm xu h\u01b0\u1edbng, m\u00f4 h\u00ecnh v\u00e0 m\u1ed1i t\u01b0\u01a1ng quan trong c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi. S\u1eed d\u1ee5ng c\u00e1c k\u1ef9 thu\u1eadt ph\u00e2n t\u00edch th\u1ed1ng k\u00ea \u0111\u1ec3 r\u00fat ra nh\u1eefng hi\u1ec3u bi\u1ebft c\u00f3 \u00fd ngh\u0129a t\u1eeb d\u1eef li\u1ec7u.<\/span><\/p>\n<p><b>7. Gi\u1ea3i th\u00edch k\u1ebft qu\u1ea3<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch nh\u1eefng kh\u00e1m ph\u00e1 trong khu\u00f4n kh\u1ed5 m\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u c\u1ee7a b\u1ea1n. D\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin chi ti\u1ebft ti\u1ebft l\u1ed9 \u0111i\u1ec1u g\u00ec v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn ch\u00fang? Nh\u1eadn ra nh\u1eefng \u0111i\u1ec3m m\u1ea1nh v\u00e0 \u0111i\u1ec3m y\u1ebfu trong s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n.<\/span><\/p>\n<p><b>8. Ph\u00e2n kh\u00fac<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n \u0111o\u1ea1n d\u1eef li\u1ec7u c\u1ee7a b\u1ea1n d\u1ef1a tr\u00ean c\u00e1c ti\u00eau ch\u00ed kh\u00e1c nhau (v\u00ed d\u1ee5: nh\u00e2n kh\u1ea9u h\u1ecdc, l\u1ecbch s\u1eed mua h\u00e0ng, m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng) \u0111\u1ec3 kh\u00e1m ph\u00e1 c\u00e1c xu h\u01b0\u1edbng c\u1ee5 th\u1ec3 trong c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng kh\u00e1c nhau. \u0110i\u1ec1u n\u00e0y cho ph\u00e9p c\u00e1c k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng c\u00f3 m\u1ee5c ti\u00eau h\u01a1n.<\/span><\/p>\n<p><b>9. \u0110o \u0111i\u1ec3m chu\u1ea9n<\/b><\/p>\n<p><span style=\"font-weight: 400;\">So s\u00e1nh s\u1ed1 li\u1ec7u v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi \u0111i\u1ec3m chu\u1ea9n c\u1ee7a ng\u00e0nh ho\u1eb7c d\u1eef li\u1ec7u l\u1ecbch s\u1eed c\u1ee7a ri\u00eang b\u1ea1n \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a b\u1ea1n so v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c ho\u1eb7c hi\u1ec7u su\u1ea5t tr\u01b0\u1edbc \u0111\u00e2y c\u1ee7a b\u1ea1n.<\/span><\/p>\n<p><b>10. L\u1eadp k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e1t tri\u1ec3n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c v\u00e0 k\u1ebf ho\u1ea1ch c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc thu \u0111\u01b0\u1ee3c t\u1eeb <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-la-gi\/\">nghi\u00ean c\u1ee9u<\/a> . X\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c c\u00e1c khu v\u1ef1c c\u1ea7n n\u00e2ng cao v\u00e0 thi\u1ebft l\u1eadp m\u1ee9c \u0111\u1ed9 \u01b0u ti\u00ean c\u1ee7a ch\u00fang. Ph\u00e1t tri\u1ec3n m\u1ed9t k\u1ebf ho\u1ea1ch \u0111\u1ec3 gi\u1ea3i quy\u1ebft nh\u1eefng m\u1ed1i quan t\u00e2m n\u00e0y.<\/span><\/p>\n<p><b>11. Th\u1ef1c hi\u1ec7n<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u01b0a k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng c\u1ee7a b\u1ea1n v\u00e0o th\u1ef1c t\u1ebf. Th\u1ef1c hi\u1ec7n c\u00e1c thay \u0111\u1ed5i, cho d\u00f9 ch\u00fang li\u00ean quan \u0111\u1ebfn c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m, c\u1ea3i ti\u1ebfn d\u1ecbch v\u1ee5 hay t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh. \u0110\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c nh\u00f3m li\u00ean quan \u0111\u01b0\u1ee3c li\u00ean k\u1ebft v\u00e0 cam k\u1ebft th\u1ef1c hi\u1ec7n nh\u1eefng thay \u0111\u1ed5i n\u00e0y.<\/span><\/p>\n<p><b>12. V\u00f2ng gi\u00e1m s\u00e1t v\u00e0 ph\u1ea3n h\u1ed3i<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Li\u00ean t\u1ee5c theo d\u00f5i t\u00e1c \u0111\u1ed9ng c\u1ee7a nh\u1eefng c\u1ea3i ti\u1ebfn c\u1ee7a b\u1ea1n. Thu th\u1eadp <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i li\u00ean t\u1ee5c c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> th\u00f4ng qua kh\u1ea3o s\u00e1t ho\u1eb7c c\u00e1c k\u00eanh kh\u00e1c \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 xem nh\u1eefng thay \u0111\u1ed5i n\u00e0y c\u00f3 \u1ea3nh h\u01b0\u1edfng t\u00edch c\u1ef1c \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng hay kh\u00f4ng.<\/span><\/p>\n<p><b>13. Giao ti\u1ebfp<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Chia s\u1ebb k\u1ebft qu\u1ea3 nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c b\u00ean li\u00ean quan ch\u00ednh trong t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n. S\u1ef1 minh b\u1ea1ch v\u00e0 h\u1ee3p t\u00e1c l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 thu h\u00fat s\u1ef1 h\u1ed7 tr\u1ee3 v\u00e0 ngu\u1ed3n l\u1ef1c cho c\u00e1c s\u00e1ng ki\u1ebfn \u200b\u200bc\u1ea3i ti\u1ebfn.<\/span><\/p>\n<p><b>14. L\u1eb7p l\u1ea1i v\u00e0 l\u1eb7p l\u1ea1i<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ph\u1ea3i l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c. Th\u01b0\u1eddng xuy\u00ean l\u1eb7p l\u1ea1i <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-la-gi\/\">nghi\u00ean c\u1ee9u<\/a> \u0111\u1ec3 theo d\u00f5i nh\u1eefng thay \u0111\u1ed5i trong c\u1ea3m nh\u1eadn v\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. S\u1eed d\u1ee5ng v\u00f2ng ph\u1ea3n h\u1ed3i \u0111\u1ec3 l\u1eb7p l\u1ea1i v\u00e0 tinh ch\u1ec9nh c\u00e1c chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a b\u1ea1n.<\/span><\/p>\n<p><b>15. \u0102n m\u1eebng th\u00e0nh c\u00f4ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ghi nh\u1eadn v\u00e0 t\u00f4n vinh nh\u1eefng th\u00e0nh c\u00f4ng c\u0169ng nh\u01b0 s\u1ef1 c\u1ea3i thi\u1ec7n v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. Ghi nh\u1eadn n\u1ed7 l\u1ef1c c\u1ee7a c\u00e1c nh\u00f3m tham gia v\u00e0o qu\u00e1 tr\u00ecnh n\u00e0y nh\u1eb1m duy tr\u00ec \u0111\u1ed9ng l\u1ef1c v\u00e0 cam k\u1ebft c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">B\u1eb1ng c\u00e1ch l\u00e0m theo c\u00e1c b\u01b0\u1edbc n\u00e0y trong quy tr\u00ecnh nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 li\u00ean t\u1ee5c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, c\u1ea3i thi\u1ec7n l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 cu\u1ed1i c\u00f9ng \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/span><\/p>\n<p><span data-sheets-value=\"{'1':2,'2':'Learn more: What is Customer Feedback Analysis?'}\" data-sheets-userformat=\"{'2':1071745,'3':{'1':0},'10':2,'12':0,'14':{'1':3,'3':1},'15':'Arial','17':1,'23':1}\" data-sheets-textstyleruns=\"{'1':0}\uee10{'1':12,'2':{'2':{'1':2,'2':1136076},'9':1}}\" data-sheets-hyperlinkruns=\"{'1':12,'2':'http:\/\/ideascale.com\/blog\/what-is-customer-feedback-analysis\/'}\uee10{'1':47}\"><b>T\u00ecm hi\u1ec3u th\u00eam: <a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/\" rel=\"noopener\">Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/a><\/b><\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":72,"featured_media":82806,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4437],"tags":[],"contributor":[4618],"class_list":["post-82805","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-viblog","contributor-nick-jain-vi"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, t\u1ea7m quan tr\u1ecdng v\u00e0 quy tr\u00ecnh<\/title>\n<meta name=\"description\" content=\"Nghi\u00ean c\u1ee9u s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh c\u00f3 h\u1ec7 th\u1ed1ng thu th\u1eadp, ph\u00e2n t\u00edch v\u00e0 gi\u1ea3i th\u00edch ph\u1ea3n h\u1ed3i v\u00e0 d\u1eef li\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 do c\u00f4ng ty cung c\u1ea5p. 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