{"id":82998,"date":"2023-09-08T05:32:50","date_gmt":"2023-09-08T09:32:50","guid":{"rendered":"https:\/\/ideascale.com\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/"},"modified":"2024-06-20T06:16:27","modified_gmt":"2024-06-20T10:16:27","slug":"phan-tich-phan-hoi-cua-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/","title":{"rendered":"Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, ph\u01b0\u01a1ng ph\u00e1p, c\u00f4ng c\u1ee5 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t"},"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\"><\/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_Feedback_Analysis\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 qu\u00e1 tr\u00ecnh thu th\u1eadp, s\u1eafp x\u1ebfp v\u00e0 gi\u1ea3i th\u00edch m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng c\u00e1c ph\u1ea3n h\u1ed3i v\u00e0 nh\u1eadn x\u00e9t do kh\u00e1ch h\u00e0ng cung c\u1ea5p v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c tr\u1ea3i nghi\u1ec7m. \u0110\u00e2y l\u00e0 m\u1ed9t ph\u1ea7n quan tr\u1ecdng trong chi\u1ebfn l\u01b0\u1ee3c qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n kinh doanh. M\u1ee5c ti\u00eau ch\u00ednh c\u1ee7a ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n v\u00e0 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean d\u1eef li\u1ec7u \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><b>Th\u00e0nh ph\u1ea7n ch\u00ednh ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng bao g\u1ed3m m\u1ed9t s\u1ed1 th\u00e0nh ph\u1ea7n ch\u00ednh c\u1ea7n thi\u1ebft \u0111\u1ec3 hi\u1ec3u v\u00e0 t\u1eadn d\u1ee5ng hi\u1ec7u qu\u1ea3 \u0111\u1ea7u v\u00e0o c\u1ee7a kh\u00e1ch h\u00e0ng nh\u1eb1m c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng chung c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eefng th\u00e0nh ph\u1ea7n n\u00e0y bao g\u1ed3m:<\/span><\/p>\n<ul>\n<li><b>Thu th\u1eadp d\u1eef li\u1ec7u:<\/b><span style=\"font-weight: 400;\"> Thu th\u1eadp <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> t\u1eeb nhi\u1ec1u ngu\u1ed3n, bao g\u1ed3m kh\u1ea3o s\u00e1t, m\u1ea1ng x\u00e3 h\u1ed9i, email, cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i v\u00e0 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp. D\u1eef li\u1ec7u c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u ho\u1eb7c kh\u00f4ng \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u v\u00e0 \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i t\u1eeb nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1c nhau trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>X\u1eed l\u00ed d\u1eef li\u1ec7u:<\/b><span style=\"font-weight: 400;\"> L\u00e0m s\u1ea1ch v\u00e0 c\u1ea5u tr\u00fac d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 t\u00ednh nh\u1ea5t qu\u00e1n c\u1ee7a n\u00f3. B\u01b0\u1edbc n\u00e0y li\u00ean quan \u0111\u1ebfn vi\u1ec7c lo\u1ea1i b\u1ecf c\u00e1c b\u1ea3n sao, ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i v\u00e0 chu\u1ea9n b\u1ecb ph\u00e2n t\u00edch.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u00e2n t\u00edch t\u00ecnh c\u1ea3m:<\/b><span style=\"font-weight: 400;\"> S\u1eed d\u1ee5ng k\u1ef9 thu\u1eadt x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean (NLP) v\u00e0 m\u00e1y h\u1ecdc \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u1ea3m x\u00fac th\u1ec3 hi\u1ec7n trong ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. Ph\u00e2n t\u00edch c\u1ea3m t\u00ednh gi\u00fap ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i l\u00e0 t\u00edch c\u1ef1c, ti\u00eau c\u1ef1c ho\u1eb7c trung t\u00ednh, cung c\u1ea5p \u0111i\u1ec3m c\u1ea3m t\u00ednh t\u1ed5ng th\u1ec3.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>M\u00f4 h\u00ecnh h\u00f3a ch\u1ee7 \u0111\u1ec1: <\/b><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c k\u1ef9 thu\u1eadt nh\u01b0 m\u00f4 h\u00ecnh h\u00f3a ch\u1ee7 \u0111\u1ec1 \u0111\u1ec3 nh\u00f3m <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\u00e0nh c\u00e1c ch\u1ee7 \u0111\u1ec1, ch\u1ee7 \u0111\u1ec1 ho\u1eb7c danh m\u1ee5c c\u1ee5 th\u1ec3. \u0110i\u1ec1u n\u00e0y gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1, m\u1ed1i quan t\u00e2m chung ho\u1eb7c l\u0129nh v\u1ef1c quan t\u00e2m m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang \u0111\u1ec1 c\u1eadp.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u00e2n t\u00edch \u0111\u1ecbnh l\u01b0\u1ee3ng:<\/b> <span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch d\u1eef li\u1ec7u s\u1ed1, ch\u1eb3ng h\u1ea1n nh\u01b0 x\u1ebfp h\u1ea1ng, \u0111i\u1ec3m s\u1ed1 v\u00e0 s\u1ed1 li\u1ec7u nh\u01b0 \u0110i\u1ec3m qu\u1ea3ng c\u00e1o r\u00f2ng (NPS) ho\u1eb7c \u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT), \u0111\u1ec3 theo d\u00f5i xu h\u01b0\u1edbng v\u00e0 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ed5ng th\u1ec3.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u00e2n t\u00edch \u0111\u1ecbnh t\u00ednh:<\/b><span style=\"font-weight: 400;\"> \u0110i s\u00e2u v\u00e0o c\u00e1c kh\u00eda c\u1ea1nh \u0111\u1ecbnh t\u00ednh c\u1ee7a ph\u1ea3n h\u1ed3i b\u1eb1ng c\u00e1ch \u0111\u1ecdc v\u00e0 ph\u00e2n lo\u1ea1i c\u00e1c nh\u1eadn x\u00e9t, x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1 t\u00e1i di\u1ec5n v\u00e0 r\u00fat ra nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng. B\u01b0\u1edbc n\u00e0y gi\u00fap kh\u00e1m ph\u00e1 c\u00e1c chi ti\u1ebft c\u1ee5 th\u1ec3 v\u1ec1 khi\u1ebfu n\u1ea1i, \u0111\u1ec1 xu\u1ea5t v\u00e0 khen ng\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u00e2n t\u00edch nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5: <\/b><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh c\u00e1c nguy\u00ean nh\u00e2n c\u01a1 b\u1ea3n c\u1ee7a c\u00e1c v\u1ea5n \u0111\u1ec1 ho\u1eb7c m\u1ed1i lo ng\u1ea1i t\u00e1i di\u1ec5n m\u00e0 kh\u00e1ch h\u00e0ng n\u00eau ra. \u0110i\u1ec1u n\u00e0y li\u00ean quan \u0111\u1ebfn vi\u1ec7c v\u01b0\u1ee3t ra ngo\u00e0i c\u00e1c tri\u1ec7u ch\u1ee9ng \u1edf c\u1ea5p \u0111\u1ed9 b\u1ec1 m\u1eb7t \u0111\u1ec3 hi\u1ec3u l\u00fd do t\u1ea1i sao m\u1ed9t s\u1ed1 v\u1ea5n \u0111\u1ec1 nh\u1ea5t \u0111\u1ecbnh \u0111ang x\u1ea3y ra.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u01afu ti\u00ean: <\/b><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh v\u1ea5n \u0111\u1ec1 ho\u1eb7c c\u01a1 h\u1ed9i n\u00e0o c\u1ea7n gi\u1ea3i quy\u1ebft tr\u01b0\u1edbc ti\u00ean d\u1ef1a tr\u00ean t\u00e1c \u0111\u1ed9ng c\u1ee7a ch\u00fang \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 m\u1ee5c ti\u00eau kinh doanh. Vi\u1ec7c ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a th\u00f4ng qua vi\u1ec7c th\u1ef1c h\u00e0nh \u01b0u ti\u00ean.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>B\u00e1o c\u00e1o v\u00e0 tr\u1ef1c quan h\u00f3a: <\/b><span style=\"font-weight: 400;\">Tr\u00ecnh b\u00e0y c\u00e1c ph\u00e1t hi\u1ec7n \u1edf \u0111\u1ecbnh d\u1ea1ng r\u00f5 r\u00e0ng v\u00e0 tr\u1ef1c quan, ch\u1eb3ng h\u1ea1n nh\u01b0 bi\u1ec3u \u0111\u1ed3, \u0111\u1ed3 th\u1ecb, b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n v\u00e0 b\u00e1o c\u00e1o. Tr\u1ef1c quan h\u00f3a gi\u00fap c\u00e1c b\u00ean li\u00ean quan d\u1ec5 d\u00e0ng n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c nh\u1eefng hi\u1ec3u bi\u1ebft v\u00e0 xu h\u01b0\u1edbng h\u01a1n.<\/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;\">Ph\u00e1t tri\u1ec3n c\u00e1c k\u1ebf ho\u1ea1ch v\u00e0 chi\u1ebfn l\u01b0\u1ee3c h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u00e3 x\u00e1c \u0111\u1ecbnh v\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m vi\u1ec7c \u0111\u1eb7t ra c\u00e1c m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3, ph\u00e2n c\u00f4ng tr\u00e1ch nhi\u1ec7m, thi\u1ebft l\u1eadp c\u00e1c m\u1ed1c th\u1eddi gian v\u00e0 gi\u00e1m s\u00e1t ti\u1ebfn \u0111\u1ed9.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Gi\u00e1m s\u00e1t li\u00ean t\u1ee5c: <\/b><span style=\"font-weight: 400;\">Tri\u1ec3n khai c\u00e1c c\u01a1 ch\u1ebf thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u li\u00ean t\u1ee5c \u0111\u1ec3 theo d\u00f5i c\u00e1c c\u1ea3i ti\u1ebfn, x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1 m\u1edbi v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c theo th\u1eddi gian th\u1ef1c. Gi\u00e1m s\u00e1t li\u00ean t\u1ee5c \u0111\u1ea3m b\u1ea3o r\u1eb1ng t\u1ed5 ch\u1ee9c v\u1eabn \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch ng\u00e0y c\u00e0ng t\u0103ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>V\u00f2ng l\u1eb7p th\u00f4ng tin ph\u1ea3n h\u1ed3i: <\/b><span style=\"font-weight: 400;\">Thi\u1ebft l\u1eadp v\u00f2ng ph\u1ea3n h\u1ed3i cho ph\u00e9p kh\u00e1ch h\u00e0ng th\u1ea5y r\u1eb1ng ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao v\u00e0 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n. Trao \u0111\u1ed5i v\u1edbi kh\u00e1ch h\u00e0ng v\u1ec1 nh\u1eefng thay \u0111\u1ed5i v\u00e0 c\u1ea3i ti\u1ebfn do ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd c\u00f3 th\u1ec3 n\u00e2ng cao ni\u1ec1m tin v\u00e0 l\u00f2ng trung th\u00e0nh.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>H\u1ee3p t\u00e1c \u0111a ch\u1ee9c n\u0103ng:<\/b> <span style=\"font-weight: 400;\">Khuy\u1ebfn kh\u00edch s\u1ef1 h\u1ee3p t\u00e1c gi\u1eefa c\u00e1c ph\u00f2ng ban v\u00e0 nh\u00f3m kh\u00e1c nhau trong t\u1ed5 ch\u1ee9c \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng nh\u1eefng hi\u1ec3u bi\u1ebft d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i \u0111\u01b0\u1ee3c chia s\u1ebb v\u00e0 h\u00e0nh \u0111\u1ed9ng trong to\u00e0n c\u00f4ng ty.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">C\u00e1c th\u00e0nh ph\u1ea7n ch\u00ednh n\u00e0y ph\u1ed1i h\u1ee3p v\u1edbi nhau \u0111\u1ec3 t\u1ea1o ra m\u1ed9t quy tr\u00ecnh ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i to\u00e0n di\u1ec7n c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng hi\u1ec3u bi\u1ebft c\u00f3 gi\u00e1 tr\u1ecb, \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t v\u00e0 c\u1ea3i ti\u1ebfn nh\u1ea5t qu\u00e1n c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<h2 id=\"toc_What_is_Customer_Feedback_Analysis_11_Key_Steps\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">11 b\u01b0\u1edbc ch\u00ednh trong ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n<p><span style=\"font-weight: 400;\">D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c b\u01b0\u1edbc ch\u00ednh li\u00ean quan \u0111\u1ebfn ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng:<\/span><\/p>\n<p><b>B\u01b0\u1edbc 1 \u2013 Thu th\u1eadp d\u1eef li\u1ec7u<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Thu th\u1eadp <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> t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau, bao g\u1ed3m kh\u1ea3o s\u00e1t, \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn, nh\u1eadn x\u00e9t tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, email, cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i v\u00e0 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp. Ph\u1ea3n h\u1ed3i c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c thu th\u1eadp th\u00f4ng qua c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t c\u00f3 c\u1ea5u tr\u00fac ho\u1eb7c thu \u0111\u01b0\u1ee3c th\u00f4ng qua c\u00e1c nh\u1eadn x\u00e9t kh\u00f4ng \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 2 \u2013 L\u00e0m s\u1ea1ch v\u00e0 s\u1eafp x\u1ebfp d\u1eef li\u1ec7u<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u1ea3m b\u1ea3o r\u1eb1ng d\u1eef li\u1ec7u thu th\u1eadp \u0111\u01b0\u1ee3c l\u00e0m s\u1ea1ch v\u00e0 s\u1eafp x\u1ebfp \u0111\u1ec3 ph\u00e2n t\u00edch. X\u00f3a c\u00e1c m\u1ee5c tr\u00f9ng l\u1eb7p, ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i d\u1ef1a tr\u00ean ch\u1ee7 \u0111\u1ec1 ho\u1eb7c ch\u1ee7 \u0111\u1ec1 v\u00e0 t\u1ea1o t\u1eadp d\u1eef li\u1ec7u c\u00f3 c\u1ea5u tr\u00fac.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 3 \u2013 Ph\u00e2n t\u00edch t\u00ecnh c\u1ea3m<\/b><\/p>\n<p><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c k\u1ef9 thu\u1eadt x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean (NLP) \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u1ea3m x\u00fac th\u1ec3 hi\u1ec7n trong <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> . \u0110i\u1ec1u n\u00e0y gi\u00fap ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i l\u00e0 t\u00edch c\u1ef1c, ti\u00eau c\u1ef1c ho\u1eb7c trung t\u00ednh, cung c\u1ea5p \u0111i\u1ec3m c\u1ea3m t\u00ednh t\u1ed5ng th\u1ec3.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 4 \u2013 L\u1eadp m\u00f4 h\u00ecnh ch\u1ee7 \u0111\u1ec1<\/b><\/p>\n<p><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c k\u1ef9 thu\u1eadt nh\u01b0 m\u00f4 h\u00ecnh h\u00f3a ch\u1ee7 \u0111\u1ec1 (v\u00ed d\u1ee5: Ph\u00e2n b\u1ed5 Dirichlet ti\u1ec1m \u1ea9n) \u0111\u1ec3 nh\u00f3m <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\u00e0nh c\u00e1c ch\u1ee7 \u0111\u1ec1 ho\u1eb7c danh m\u1ee5c. \u0110i\u1ec1u n\u00e0y gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1 ho\u1eb7c ch\u1ee7 \u0111\u1ec1 ph\u1ed5 bi\u1ebfn m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang \u0111\u1ec1 c\u1eadp \u0111\u1ebfn.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 5 \u2013 Ph\u00e2n t\u00edch \u0111\u1ecbnh l\u01b0\u1ee3ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch d\u1eef li\u1ec7u <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">\u0111\u1ecbnh l\u01b0\u1ee3ng<\/a> , ch\u1eb3ng h\u1ea1n nh\u01b0 x\u1ebfp h\u1ea1ng v\u00e0 \u0111i\u1ec3m s\u1ed1, \u0111\u1ec3 theo d\u00f5i xu h\u01b0\u1edbng v\u00e0 thay \u0111\u1ed5i theo th\u1eddi gian. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m t\u00ednh to\u00e1n \u0110i\u1ec3m qu\u1ea3ng c\u00e1o r\u00f2ng (NPS), \u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT) ho\u1eb7c c\u00e1c s\u1ed1 li\u1ec7u li\u00ean quan kh\u00e1c.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 6 \u2013 Ph\u00e2n t\u00edch \u0111\u1ecbnh t\u00ednh<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u0110i s\u00e2u h\u01a1n v\u00e0o ph\u1ea3n h\u1ed3i <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">\u0111\u1ecbnh t\u00ednh<\/a> \u0111\u1ec3 hi\u1ec3u chi ti\u1ebft c\u1ee5 th\u1ec3 v\u1ec1 khi\u1ebfu n\u1ea1i, \u0111\u1ec1 xu\u1ea5t v\u00e0 khen ng\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y li\u00ean quan \u0111\u1ebfn vi\u1ec7c \u0111\u1ecdc v\u00e0 ph\u00e2n lo\u1ea1i c\u00e1c nh\u1eadn x\u00e9t c\u0169ng nh\u01b0 t\u00ecm ki\u1ebfm c\u00e1c m\u1eabu v\u00e0 th\u00f4ng tin chi ti\u1ebft c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 7 \u2013 Ph\u00e2n t\u00edch nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5<\/b><\/p>\n<p><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh c\u00e1c l\u00fd do c\u01a1 b\u1ea3n khi\u1ebfn c\u00e1c v\u1ea5n \u0111\u1ec1 ho\u1eb7c m\u1ed1i lo ng\u1ea1i t\u00e1i di\u1ec5n m\u00e0 kh\u00e1ch h\u00e0ng n\u00eau ra. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c \u0111\u00e0o s\u00e2u v\u00e0o d\u1eef li\u1ec7u \u0111\u1ec3 t\u00ecm hi\u1ec3u l\u00fd do t\u1ea1i sao m\u1ed9t s\u1ed1 v\u1ea5n \u0111\u1ec1 nh\u1ea5t \u0111\u1ecbnh \u0111ang x\u1ea3y ra.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 8 \u2013 \u01afu ti\u00ean<\/b><\/p>\n<p><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh nh\u1eefng v\u1ea5n \u0111\u1ec1 ho\u1eb7c c\u01a1 h\u1ed9i n\u00e0o c\u1ea7n \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft tr\u01b0\u1edbc ti\u00ean d\u1ef1a tr\u00ean t\u00e1c \u0111\u1ed9ng c\u1ee7a ch\u00fang \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 m\u1ee5c ti\u00eau kinh doanh.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 9 \u2013 B\u00e1o c\u00e1o v\u00e0 tr\u1ef1c quan h\u00f3a<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Tr\u00ecnh b\u00e0y c\u00e1c ph\u00e1t hi\u1ec7n \u1edf \u0111\u1ecbnh d\u1ea1ng r\u00f5 r\u00e0ng v\u00e0 tr\u1ef1c quan, ch\u1eb3ng h\u1ea1n nh\u01b0 bi\u1ec3u \u0111\u1ed3, \u0111\u1ed3 th\u1ecb v\u00e0 b\u00e1o c\u00e1o, \u0111\u1ec3 gi\u00fap c\u00e1c b\u00ean li\u00ean quan d\u1ec5 d\u00e0ng hi\u1ec3u v\u00e0 h\u00e0nh \u0111\u1ed9ng theo nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc h\u01a1n.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 10 \u2013 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 k\u1ebf ho\u1ea1ch v\u00e0 chi\u1ebfn l\u01b0\u1ee3c h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u00e3 x\u00e1c \u0111\u1ecbnh v\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Ph\u00e2n b\u1ed5 vai tr\u00f2, thi\u1ebft l\u1eadp th\u1eddi h\u1ea1n v\u00e0 theo d\u00f5i s\u1ef1 ti\u1ebfn b\u1ed9.<\/span><\/p>\n<p><b>B\u01b0\u1edbc 11 \u2013 Gi\u00e1m s\u00e1t li\u00ean t\u1ee5c<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Tri\u1ec3n khai c\u00e1c c\u01a1 ch\u1ebf \u0111\u1ec3 li\u00ean t\u1ee5c 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> , cho ph\u00e9p t\u1ed5 ch\u1ee9c theo d\u00f5i c\u00e1c c\u1ea3i ti\u1ebfn, x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1 m\u1edbi v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c cho ph\u00f9 h\u1ee3p.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh l\u1eb7p \u0111i l\u1eb7p l\u1ea1i \u0111\u00f2i h\u1ecfi s\u1ef1 ch\u00fa \u00fd v\u00e0 \u0111\u00e1p \u1ee9ng li\u00ean t\u1ee5c c\u00e1c nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t, n\u00e2ng cao s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh c\u0169ng nh\u01b0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng b\u1ec1n ch\u1eb7t h\u01a1n.<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><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_Customer_Feedback_Analysis_Methods\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">Ph\u01b0\u01a1ng ph\u00e1p ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n b\u1eb1ng nhi\u1ec1u ph\u01b0\u01a1ng ph\u00e1p v\u00e0 k\u1ef9 thu\u1eadt kh\u00e1c nhau, t\u00f9y thu\u1ed9c v\u00e0o b\u1ea3n ch\u1ea5t c\u1ee7a d\u1eef li\u1ec7u v\u00e0 m\u1ee5c ti\u00eau ph\u00e2n t\u00edch. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 ph\u01b0\u01a1ng ph\u00e1p v\u00e0 c\u00e1ch ti\u1ebfp c\u1eadn ph\u1ed5 bi\u1ebfn \u0111\u1ec3 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng:<\/span><\/p>\n<p><b>1. Ph\u00e2n t\u00edch v\u0103n b\u1ea3n v\u00e0 x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean (NLP):<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch t\u00ecnh c\u1ea3m: S\u1eed d\u1ee5ng thu\u1eadt to\u00e1n NLP \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh t\u00ecnh c\u1ea3m (t\u00edch c\u1ef1c, ti\u00eau c\u1ef1c, trung t\u00ednh) \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n trong nh\u1eadn x\u00e9t, \u0111\u00e1nh gi\u00e1 ho\u1eb7c ph\u1ea3n h\u1ed3i kh\u1ea3o s\u00e1t c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">Nh\u1eadn d\u1ea1ng th\u1ef1c th\u1ec3: X\u00e1c \u0111\u1ecbnh c\u00e1c th\u1ef1c th\u1ec3 c\u1ee5 th\u1ec3, ch\u1eb3ng h\u1ea1n nh\u01b0 t\u00ean s\u1ea3n ph\u1ea9m ho\u1eb7c con ng\u01b0\u1eddi, \u0111\u01b0\u1ee3c \u0111\u1ec1 c\u1eadp trong <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> .<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">Tr\u00edch xu\u1ea5t t\u1eeb \u200b\u200bkh\u00f3a: X\u00e1c \u0111\u1ecbnh c\u00e1c t\u1eeb kh\u00f3a ho\u1eb7c c\u1ee5m t\u1eeb quan tr\u1ecdng th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111\u1ec1 c\u1eadp trong ph\u1ea3n h\u1ed3i.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">Ph\u00e2n c\u1ee5m v\u0103n b\u1ea3n: Nh\u00f3m c\u00e1c nh\u1eadn x\u00e9t ph\u1ea3n h\u1ed3i t\u01b0\u01a1ng t\u1ef1 th\u00e0nh c\u00e1c c\u1ee5m ho\u1eb7c danh m\u1ee5c b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c k\u1ef9 thu\u1eadt nh\u01b0 ph\u00e2n c\u1ee5m theo c\u1ea5p b\u1eadc ho\u1eb7c ph\u00e2n c\u1ee5m K-mean.<\/span><\/li>\n<\/ul>\n<p><b>2. M\u00f4 h\u00ecnh h\u00f3a ch\u1ee7 \u0111\u1ec1:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Ph\u00e2n b\u1ed5 Dirichlet ti\u1ec1m \u1ea9n (LDA): M\u1ed9t ph\u01b0\u01a1ng ph\u00e1p th\u1ed1ng k\u00ea \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c ch\u1ee7 \u0111\u1ec1 trong b\u1ed9 s\u01b0u t\u1eadp t\u00e0i li\u1ec7u (ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng). LDA c\u00f3 th\u1ec3 gi\u00fap ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i th\u00e0nh c\u00e1c ch\u1ee7 \u0111\u1ec1 ho\u1eb7c \u0111\u1ec1 t\u00e0i.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">H\u1ec7 s\u1ed1 ma tr\u1eadn kh\u00f4ng \u00e2m (NMF): M\u1ed9t k\u1ef9 thu\u1eadt kh\u00e1c \u0111\u1ec3 l\u1eadp m\u00f4 h\u00ecnh ch\u1ee7 \u0111\u1ec1 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 kh\u00e1m ph\u00e1 c\u00e1c ch\u1ee7 \u0111\u1ec1 c\u01a1 b\u1ea3n trong <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> .<\/span><\/li>\n<\/ul>\n<p><b>3. Kh\u1ea3o s\u00e1t v\u00e0 b\u1ea3ng c\u00e2u h\u1ecfi:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Thi\u1ebft k\u1ebf c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t c\u00f3 c\u1ea5u tr\u00fac v\u1edbi thang \u0111\u00e1nh gi\u00e1 v\u00e0 c\u00e1c c\u00e2u h\u1ecfi m\u1edf \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 \u0111\u1ecbnh t\u00ednh.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m ph\u00e2n t\u00edch kh\u1ea3o s\u00e1t \u0111\u1ec3 t\u00ednh to\u00e1n c\u00e1c s\u1ed1 li\u1ec7u nh\u01b0 \u0110i\u1ec3m qu\u1ea3ng c\u00e1o r\u00f2ng (NPS) ho\u1eb7c \u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT).<\/span><\/li>\n<\/ul>\n<p><b>4. C\u00f4ng c\u1ee5 khai th\u00e1c v\u0103n b\u1ea3n:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">T\u1eadn d\u1ee5ng ph\u1ea7n m\u1ec1m v\u00e0 c\u00f4ng c\u1ee5 khai th\u00e1c v\u0103n b\u1ea3n, ch\u1eb3ng h\u1ea1n nh\u01b0 NLTK (B\u1ed9 c\u00f4ng c\u1ee5 ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean) c\u1ee7a Python ho\u1eb7c spaCy, \u0111\u1ec3 x\u1eed l\u00fd tr\u01b0\u1edbc v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u0103n b\u1ea3n.<\/span><\/li>\n<\/ul>\n<p><b>5. Tr\u1ef1c quan h\u00f3a d\u1eef li\u1ec7u:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">T\u1ea1o c\u00e1c h\u00ecnh \u1ea3nh tr\u1ef1c quan nh\u01b0 \u0111\u00e1m m\u00e2y t\u1eeb, bi\u1ec3u \u0111\u1ed3 thanh v\u00e0 b\u1ea3n \u0111\u1ed3 nhi\u1ec7t \u0111\u1ec3 th\u1ec3 hi\u1ec7n d\u1eef li\u1ec7u <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> v\u00e0 l\u00e0m cho c\u00e1c m\u1eabu tr\u1edf n\u00ean r\u00f5 r\u00e0ng h\u01a1n.<\/span><\/li>\n<\/ul>\n<p><b>6. H\u1ecdc m\u00e1y:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">X\u00e2y d\u1ef1ng c\u00e1c m\u00f4 h\u00ecnh m\u00e1y h\u1ecdc \u0111\u1ec3 ph\u00e2n t\u00edch n\u00e2ng cao h\u01a1n, ch\u1eb3ng h\u1ea1n nh\u01b0 m\u00f4 h\u00ecnh d\u1ef1 \u0111o\u00e1n \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng ho\u1eb7c ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i th\u00e0nh c\u00e1c danh m\u1ee5c \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh tr\u01b0\u1edbc.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c m\u00f4 h\u00ecnh ph\u00e2n t\u00edch c\u1ea3m x\u00fac \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o tr\u01b0\u1edbc tr\u00ean t\u1eadp d\u1eef li\u1ec7u l\u1edbn \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 c\u1ea3m t\u00ednh trong nh\u1eadn x\u00e9t c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<p><b>7. M\u00e3 h\u00f3a \u0111\u1ecbnh t\u00ednh:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">M\u00e3 h\u00f3a v\u00e0 ph\u00e2n lo\u1ea1i th\u1ee7 c\u00f4ng c\u00e1c ph\u1ea3n h\u1ed3i <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">\u0111\u1ecbnh t\u00ednh<\/a> b\u1eb1ng c\u00e1ch \u0111\u1ecdc v\u00e0 g\u1eafn th\u1ebb c\u00e1c nh\u1eadn x\u00e9t theo ch\u1ee7 \u0111\u1ec1 ho\u1eb7c ch\u1ee7 \u0111\u1ec1 li\u00ean quan.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m ph\u00e2n t\u00edch \u0111\u1ecbnh t\u00ednh nh\u01b0 NVivo ho\u1eb7c MAXQDA \u0111\u1ec3 h\u1ed7 tr\u1ee3 m\u00e3 h\u00f3a v\u00e0 t\u1ed5 ch\u1ee9c d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh.<\/span><\/li>\n<\/ul>\n<p><b>8. \u0110o \u0111i\u1ec3m chu\u1ea9n v\u00e0 ph\u00e2n t\u00edch so s\u00e1nh:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">So s\u00e1nh d\u1eef li\u1ec7u <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> v\u1edbi \u0111i\u1ec3m chu\u1ea9n c\u1ee7a ng\u00e0nh ho\u1eb7c ph\u1ea3n h\u1ed3i c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 hi\u1ec7u su\u1ea5t c\u1ee7a t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n so v\u1edbi c\u00e1c t\u1ed5 ch\u1ee9c kh\u00e1c.<\/span><\/li>\n<\/ul>\n<p><b>9. Ph\u00e2n t\u00edch nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u0110i\u1ec1u tra nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5 c\u1ee7a c\u00e1c v\u1ea5n \u0111\u1ec1 t\u00e1i di\u1ec5n b\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch c\u00e1c m\u1eabu trong d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c ch\u1ee7 \u0111\u1ec1 chung.<\/span><\/li>\n<\/ul>\n<p><b>10. API ph\u00e2n t\u00edch v\u0103n b\u1ea3n:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">T\u1eadn d\u1ee5ng c\u00e1c API ph\u00e2n t\u00edch v\u0103n b\u1ea3n c\u1ee7a b\u00ean th\u1ee9 ba, ch\u1eb3ng h\u1ea1n nh\u01b0 c\u00e1c API do Google Cloud Natural Language Treatment ho\u1eb7c IBM Watson cung c\u1ea5p, \u0111\u1ec3 th\u1ef1c hi\u1ec7n ph\u00e2n t\u00edch c\u1ea3m t\u00ednh, nh\u1eadn d\u1ea1ng th\u1ef1c th\u1ec3, v.v.<\/span><\/li>\n<\/ul>\n<p><b>11. C\u00f4ng c\u1ee5 l\u1eafng nghe m\u1ea1ng x\u00e3 h\u1ed9i:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 gi\u00e1m s\u00e1t v\u00e0 l\u1eafng nghe m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 theo d\u00f5i v\u00e0 ph\u00e2n t\u00edch c\u1ea3m x\u00fac c\u0169ng nh\u01b0 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng tr\u00ean n\u1ec1n t\u1ea3ng x\u00e3 h\u1ed9i.<\/span><\/li>\n<\/ul>\n<p><b>12. L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u1ebfp ch\u1ed3ng d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i t\u1ea1i nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1c nhau \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m y\u1ebfu v\u00e0 c\u01a1 h\u1ed9i c\u1ea3i ti\u1ebfn.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Vi\u1ec7c l\u1ef1a ch\u1ecdn (c\u00e1c) ph\u01b0\u01a1ng ph\u00e1p s\u1ebd t\u00f9y thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3 c\u1ee7a b\u1ea1n, kh\u1ed1i l\u01b0\u1ee3ng d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i, ngu\u1ed3n l\u1ef1c s\u1eb5n c\u00f3 v\u00e0 m\u1ee9c \u0111\u1ed9 chi ti\u1ebft c\u1ea7n thi\u1ebft \u0111\u1ec3 ph\u00e2n t\u00edch. Trong nhi\u1ec1u tr\u01b0\u1eddng h\u1ee3p, c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng k\u1ebft h\u1ee3p nhi\u1ec1u ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"{'2':1071745,'3':,'10':2,'12':0,'14':{'1':3,'3':1},'15':'Arial','17':1,'23':1}\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>T\u00ecm hi\u1ec3u th\u00eam: <a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/vi\/viblog\/muc-tieu-nghien-cuu-la-gi\/\" rel=\"noopener\">M\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u l\u00e0 g\u00ec?<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_Customer_Feedback_Analysis_Tools\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">C\u00f4ng c\u1ee5 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58663 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-600x491.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-600x491.jpg\" alt=\"C\u00f4ng c\u1ee5 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng\" width=\"600\" height=\"491\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27600%27%20height%3D%27491%27%20viewBox%3D%270%200%20600%20491%27%3E%3Crect%20width%3D%27600%27%20height%3D%27491%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-200x164.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-300x245.jpg 300w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-400x327.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-600x491.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">IdeaScale l\u00e0 m\u1ed9t n\u1ec1n t\u1ea3ng \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf ch\u1ee7 y\u1ebfu \u0111\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 c\u1ed9ng \u0111\u1ed3ng v\u00e0 qu\u1ea3n l\u00fd \u00fd t\u01b0\u1edfng, thay v\u00ec ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, n\u00f3 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh \u0111\u1ec3 k\u1ebft h\u1ee3p c\u00e1c y\u1ebfu t\u1ed1 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng t\u00f9y thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau v\u00e0 tr\u01b0\u1eddng h\u1ee3p s\u1eed d\u1ee5ng c\u1ee5 th\u1ec3 c\u1ee7a b\u1ea1n. \u0110\u00e2y l\u00e0 c\u00e1ch b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng IdeaScale \u0111\u1ec3 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng:<\/span><\/p>\n<ul>\n<li><b>Bi\u1ec3u m\u1eabu g\u1eedi \u00fd t\u01b0\u1edfng t\u00f9y ch\u1ec9nh: <\/b><span style=\"font-weight: 400;\">T\u1ea1o c\u00e1c bi\u1ec3u m\u1eabu g\u1eedi \u00fd t\u01b0\u1edfng t\u00f9y ch\u1ec9nh cho ph\u00e9p kh\u00e1ch h\u00e0ng cung c\u1ea5p ph\u1ea3n h\u1ed3i, \u0111\u1ec1 xu\u1ea5t ho\u1eb7c nh\u1eadn x\u00e9t. Bao g\u1ed3m c\u00e1c tr\u01b0\u1eddng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng, m\u00f4 t\u1ea3 v\u1ea5n \u0111\u1ec1 ho\u1eb7c \u0111\u1ec1 xu\u1ea5t c\u1ea3i ti\u1ebfn.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i: <\/b><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c t\u00ednh n\u0103ng ph\u00e2n lo\u1ea1i c\u1ee7a IdeaScale \u0111\u1ec3 g\u1eafn th\u1ebb v\u00e0 s\u1eafp x\u1ebfp <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\u00e0nh c\u00e1c danh m\u1ee5c ho\u1eb7c ch\u1ee7 \u0111\u1ec1 kh\u00e1c nhau. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 gi\u00fap nh\u00f3m c\u00e1c ph\u1ea3n h\u1ed3i t\u01b0\u01a1ng t\u1ef1 \u0111\u1ec3 ph\u00e2n t\u00edch.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>B\u00ecnh ch\u1ecdn v\u00e0 x\u1ebfp h\u1ea1ng: <\/b><span style=\"font-weight: 400;\">Cho ph\u00e9p kh\u00e1ch h\u00e0ng v\u00e0 ng\u01b0\u1eddi d\u00f9ng b\u1ecf phi\u1ebfu khi g\u1eedi ph\u1ea3n h\u1ed3i. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 gi\u00fap \u01b0u ti\u00ean nh\u1eefng v\u1ea5n \u0111\u1ec1 ho\u1eb7c \u0111\u1ec1 xu\u1ea5t n\u00e0o quan tr\u1ecdng nh\u1ea5t \u0111\u1ed1i v\u1edbi c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>B\u00ecnh lu\u1eadn v\u00e0 th\u1ea3o lu\u1eadn:<\/b><span style=\"font-weight: 400;\"> Cho ph\u00e9p kh\u00e1ch h\u00e0ng cung c\u1ea5p b\u1ed1i c\u1ea3nh ho\u1eb7c th\u00f4ng tin chi ti\u1ebft b\u1ed5 sung trong ph\u1ea7n nh\u1eadn x\u00e9t. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 gi\u00fap \u00edch trong <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">vi\u1ec7c nghi\u00ean c\u1ee9u ch\u1ea5t l\u01b0\u1ee3ng<\/a> ph\u1ea3n h\u1ed3i.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>B\u00e1o c\u00e1o v\u00e0 ph\u00e2n t\u00edch: <\/b><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c t\u00ednh n\u0103ng b\u00e1o c\u00e1o v\u00e0 ph\u00e2n t\u00edch c\u1ee7a IdeaScale \u0111\u1ec3 theo d\u00f5i xu h\u01b0\u1edbng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. Theo d\u00f5i s\u1ed1 l\u01b0\u1ee3ng b\u00e0i g\u1eedi, phi\u1ebfu b\u1ea7u v\u00e0 nh\u1eadn x\u00e9t \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 quan t\u00e2m \u0111\u1ebfn c\u00e1c ch\u1ee7 \u0111\u1ec1 kh\u00e1c nhau.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>H\u1ed9i nh\u1eadp: <\/b><span style=\"font-weight: 400;\">T\u00f9y thu\u1ed9c v\u00e0o kh\u1ea3 n\u0103ng c\u1ee7a IdeaScale , b\u1ea1n c\u00f3 th\u1ec3 t\u00edch h\u1ee3p n\u00f3 v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 ho\u1eb7c n\u1ec1n t\u1ea3ng kh\u00e1c chuy\u00ean ph\u00e2n t\u00edch t\u00ecnh c\u1ea3m ho\u1eb7c ph\u00e2n t\u00edch v\u0103n b\u1ea3n. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 cung c\u1ea5p ph\u00e2n t\u00edch s\u00e2u h\u01a1n v\u1ec1 ph\u1ea3n h\u1ed3i d\u1ef1a tr\u00ean v\u0103n b\u1ea3n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>V\u00f2ng l\u1eb7p th\u00f4ng tin ph\u1ea3n h\u1ed3i:<\/b><span style=\"font-weight: 400;\"> Ph\u00e1t tri\u1ec3n v\u00f2ng ph\u1ea3n h\u1ed3i n\u01a1i b\u1ea1n giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea1ng th\u00e1i \u0111\u1ec1 xu\u1ea5t ho\u1eb7c v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd. H\u00e3y cho h\u1ecd bi\u1ebft khi n\u00e0o nh\u1eefng thay \u0111\u1ed5i \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Kh\u1ea3o s\u00e1t v\u00e0 th\u0103m d\u00f2 \u00fd ki\u1ebfn: <\/b><span style=\"font-weight: 400;\">T\u1ea1o kh\u1ea3o s\u00e1t ho\u1eb7c th\u0103m d\u00f2 \u00fd ki\u1ebfn \u200b\u200btrong IdeaScale \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i c\u00f3 c\u1ea5u tr\u00fac t\u1eeb kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 b\u1ed5 sung cho b\u1ed9 s\u01b0u t\u1eadp ph\u1ea3n h\u1ed3i m\u1edf.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">M\u1eb7c d\u00f9 IdeaScale c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh \u0111\u1ec3 k\u1ebft h\u1ee3p c\u00e1c y\u1ebfu t\u1ed1 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u01b0ng \u0111i\u1ec1u quan tr\u1ecdng c\u1ea7n l\u01b0u \u00fd l\u00e0 n\u00f3 c\u00f3 th\u1ec3 kh\u00f4ng cung c\u1ea5p c\u00f9ng m\u1ee9c \u0111\u1ed9 ph\u00e2n t\u00edch t\u00ecnh c\u1ea3m n\u00e2ng cao ho\u1eb7c kh\u1ea3 n\u0103ng khai th\u00e1c v\u0103n b\u1ea3n nh\u01b0 c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i chuy\u00ean d\u1ee5ng c\u1ee7a kh\u00e1ch h\u00e0ng. N\u1ebfu m\u1ee5c ti\u00eau ch\u00ednh c\u1ee7a b\u1ea1n l\u00e0 ph\u00e2n t\u00edch c\u1ea3m x\u00fac chuy\u00ean s\u00e2u ho\u1eb7c ph\u00e2n t\u00edch v\u0103n b\u1ea3n, b\u1ea1n c\u00f3 th\u1ec3 c\u00e2n nh\u1eafc s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 chuy\u00ean d\u1ee5ng c\u00f9ng v\u1edbi IdeaScale \u0111\u1ec3 n\u00e2ng cao n\u1ed7 l\u1ef1c ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a m\u00ecnh.<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"{'2':1071745,'3':,'10':2,'12':0,'14':{'1':3,'3':1},'15':'Arial','17':1,'23':1}\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>T\u00ecm hi\u1ec3u th\u00eam: <a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-canh-tranh-la-gi\/\" rel=\"noopener\">Nghi\u00ean c\u1ee9u c\u1ea1nh tranh l\u00e0 g\u00ec?<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_Customer_Feedback_Analysis_Best_Practices\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng Th\u1ef1c ti\u1ec5n t\u1ed1t nh\u1ea5t<\/h2>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t th\u00e0nh ph\u1ea7n quan tr\u1ecdng trong vi\u1ec7c c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ec3 t\u1ed1i \u0111a h\u00f3a l\u1ee3i \u00edch c\u1ee7a quy tr\u00ecnh n\u00e0y, h\u00e3y t\u00ednh \u0111\u1ebfn c\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u01b0\u1ee3c \u0111\u1ec1 xu\u1ea5t sau:<\/span><\/p>\n<p><b>1. Thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb nhi\u1ec1u ngu\u1ed3n<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb nhi\u1ec1u k\u00eanh kh\u00e1c nhau, bao g\u1ed3m kh\u1ea3o s\u00e1t, m\u1ea1ng x\u00e3 h\u1ed9i, email, cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i v\u00e0 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp. Vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u to\u00e0n di\u1ec7n cung c\u1ea5p c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n h\u01a1n v\u1ec1 c\u1ea3m t\u00ednh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><b>2. Thi\u1ebft l\u1eadp m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau v\u00e0 m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3 cho n\u1ed7 l\u1ef1c ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a b\u1ea1n. X\u00e1c \u0111\u1ecbnh nh\u1eefng g\u00ec b\u1ea1n mu\u1ed1n \u0111\u1ea1t \u0111\u01b0\u1ee3c, ch\u1eb3ng h\u1ea1n nh\u01b0 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m y\u1ebfu, c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ho\u1eb7c n\u00e2ng cao c\u00e1c t\u00ednh n\u0103ng c\u1ee7a s\u1ea3n ph\u1ea9m.<\/span><\/p>\n<p><b>3. S\u1eed d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn c\u00f3 c\u1ea5u tr\u00fac<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e1t tri\u1ec3n m\u1ed9t ph\u01b0\u01a1ng ph\u00e1p c\u00f3 c\u1ea5u tr\u00fac \u0111\u1ec3 thu th\u1eadp, ph\u00e2n t\u00edch v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i. \u0110i\u1ec1u n\u00e0y \u0111\u1ea3m b\u1ea3o t\u00ednh nh\u1ea5t qu\u00e1n v\u00e0 gi\u00fap b\u1ea1n theo d\u00f5i ti\u1ebfn \u0111\u1ed9 theo th\u1eddi gian.<\/span><\/p>\n<p><b>4. \u0110\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng d\u1eef li\u1ec7u<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Duy tr\u00ec ch\u1ea5t l\u01b0\u1ee3ng d\u1eef li\u1ec7u c\u1ee7a b\u1ea1n b\u1eb1ng c\u00e1ch l\u00e0m s\u1ea1ch v\u00e0 s\u1eafp x\u1ebfp d\u1eef li\u1ec7u m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. Lo\u1ea1i b\u1ecf c\u00e1c b\u1ea3n sao, chu\u1ea9n h\u00f3a \u0111\u1ecbnh d\u1ea1ng v\u00e0 x\u00e1c minh t\u00ednh ch\u00ednh x\u00e1c c\u1ee7a th\u00f4ng tin kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><b>5. Th\u1ef1c hi\u1ec7n ph\u00e2n t\u00edch t\u00ecnh c\u1ea3m<\/b><\/p>\n<p><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c k\u1ef9 thu\u1eadt ph\u00e2n t\u00edch t\u00ecnh c\u1ea3m \u0111\u1ec3 ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i l\u00e0 t\u00edch c\u1ef1c, ti\u00eau c\u1ef1c ho\u1eb7c trung t\u00ednh. \u0110i\u1ec1u n\u00e0y gi\u00fap nhanh ch\u00f3ng x\u00e1c \u0111\u1ecbnh c\u00e1c khu v\u1ef1c c\u1ea7n ch\u00fa \u00fd.<\/span><\/p>\n<p><b>6. Ph\u00e2n \u0111o\u1ea1n d\u1eef li\u1ec7u c\u1ee7a b\u1ea1n<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n \u0111o\u1ea1n d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i theo nh\u00e2n kh\u1ea9u h\u1ecdc c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1ch s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 ho\u1eb7c c\u00e1c ti\u00eau ch\u00ed li\u00ean quan kh\u00e1c. \u0110i\u1ec1u n\u00e0y cho ph\u00e9p ph\u00e2n t\u00edch c\u00f3 m\u1ee5c ti\u00eau h\u01a1n v\u00e0 k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/span><\/p>\n<p><b>K\u1ebft h\u1ee3p ph\u00e2n t\u00edch nghi\u00ean c\u1ee9u \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 \u0111\u1ecbnh t\u00ednh<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e2n b\u1eb1ng <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">nghi\u00ean c\u1ee9u \u0111\u1ecbnh l\u01b0\u1ee3ng<\/a> (x\u1ebfp h\u1ea1ng, \u0111i\u1ec3m s\u1ed1) v\u1edbi ph\u00e2n t\u00edch <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">nghi\u00ean c\u1ee9u \u0111\u1ecbnh t\u00ednh<\/a> (nh\u1eadn x\u00e9t m\u1edf) \u0111\u1ec3 hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n v\u1ec1 t\u00e2m l\u00fd v\u00e0 v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><b>7. \u01afu ti\u00ean nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">T\u1eadp trung v\u00e0o nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn nh\u1eefng c\u1ea3i ti\u1ebfn c\u00f3 \u00fd ngh\u0129a. \u01afu ti\u00ean c\u00e1c v\u1ea5n \u0111\u1ec1 d\u1ef1a tr\u00ean t\u00e1c \u0111\u1ed9ng c\u1ee7a ch\u00fang \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 m\u1ee5c ti\u00eau kinh doanh.<\/span><\/p>\n<p><b>8. C\u00f3 s\u1ef1 tham gia c\u1ee7a c\u00e1c nh\u00f3m ch\u1ee9c n\u0103ng ch\u00e9o<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Khuy\u1ebfn kh\u00edch s\u1ef1 h\u1ee3p t\u00e1c gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn kh\u00e1c nhau, ch\u1eb3ng h\u1ea1n nh\u01b0 ti\u1ebfp th\u1ecb, ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng nh\u1eefng hi\u1ec3u bi\u1ebft v\u1ec1 ph\u1ea3n h\u1ed3i \u0111\u01b0\u1ee3c chia s\u1ebb v\u00e0 h\u00e0nh \u0111\u1ed9ng trong to\u00e0n t\u1ed5 ch\u1ee9c.<\/span><\/p>\n<p><b>9. Tri\u1ec3n khai H\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i v\u00f2ng k\u00edn<\/b><\/p>\n<p><span style=\"font-weight: 400;\">T\u1ea1o v\u00f2ng ph\u1ea3n h\u1ed3i \u0111\u1ec3 th\u00f4ng b\u00e1o cho kh\u00e1ch h\u00e0ng v\u1ec1 nh\u1eefng thay \u0111\u1ed5i v\u00e0 c\u1ea3i ti\u1ebfn do ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd. Th\u1ec3 hi\u1ec7n s\u1ef1 \u0111\u00e1p \u1ee9ng s\u1ebd x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u00e0 l\u00f2ng trung th\u00e0nh.<\/span><\/p>\n<p><b>10. Gi\u00e1m s\u00e1t li\u00ean t\u1ee5c<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Thi\u1ebft l\u1eadp c\u01a1 ch\u1ebf thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i li\u00ean t\u1ee5c \u0111\u1ec3 theo d\u00f5i c\u00e1c c\u1ea3i ti\u1ebfn, x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1 m\u1edbi v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c theo th\u1eddi gian th\u1ef1c.<\/span><\/p>\n<p><b>11. \u0110i\u1ec3m chu\u1ea9n so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh<\/b><\/p>\n<p><span style=\"font-weight: 400;\">So s\u00e1nh d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i v\u00e0 s\u1ed1 li\u1ec7u hi\u1ec7u su\u1ea5t c\u1ee7a b\u1ea1n v\u1edbi c\u00e1c \u0111i\u1ec3m chu\u1ea9n trong ng\u00e0nh ho\u1eb7c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh \u0111\u1ec3 c\u00f3 th\u00eam th\u00f4ng tin chi ti\u1ebft v\u00e0 \u0111\u1eb7t m\u1ee5c ti\u00eau th\u1ef1c t\u1ebf.<\/span><\/p>\n<p><b>12. \u0110\u1ea3m b\u1ea3o quy\u1ec1n ri\u00eang t\u01b0 v\u00e0 tu\u00e2n th\u1ee7 d\u1eef li\u1ec7u<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Tu\u00e2n th\u1ee7 c\u00e1c quy \u0111\u1ecbnh v\u1ec1 quy\u1ec1n ri\u00eang t\u01b0 d\u1eef li\u1ec7u, ch\u1eb3ng h\u1ea1n nh\u01b0 GDPR ho\u1eb7c CCPA v\u00e0 \u0111\u1ea3m b\u1ea3o t\u00ednh b\u1ea3o m\u1eadt c\u1ee7a d\u1eef li\u1ec7u <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> .<\/span><\/p>\n<p><b>13. \u0110\u1ea7u t\u01b0 v\u00e0o c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i<\/b><\/p>\n<p><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 ph\u1ea7n m\u1ec1m chuy\u00ean d\u1ee5ng \u0111\u1ec3 ph\u00e2n t\u00edch, ph\u00e1t hi\u1ec7n c\u1ea3m x\u00fac v\u00e0 b\u00e1o c\u00e1o hi\u1ec7u qu\u1ea3. Ch\u1ecdn c\u00e1c c\u00f4ng c\u1ee5 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 ng\u00e2n s\u00e1ch c\u1ee7a t\u1ed5 ch\u1ee9c b\u1ea1n.<\/span><\/p>\n<p><b>14. T\u00e0i li\u1ec7u v\u00e0 chia s\u1ebb th\u00f4ng tin chi ti\u1ebft<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ghi l\u1ea1i nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u00e0 ph\u00e1t hi\u1ec7n t\u1eeb ph\u00e2n t\u00edch c\u1ee7a b\u1ea1n m\u1ed9t c\u00e1ch c\u00f3 c\u1ea5u tr\u00fac. Chia s\u1ebb nh\u1eefng hi\u1ec3u bi\u1ebft n\u00e0y v\u1edbi c\u00e1c b\u00ean li\u00ean quan v\u00e0 nh\u1eefng ng\u01b0\u1eddi ra quy\u1ebft \u0111\u1ecbnh.<\/span><\/p>\n<p><b>15. H\u00e0nh \u0111\u1ed9ng nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e1t tri\u1ec3n c\u00e1c k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean nh\u1eefng hi\u1ec3u bi\u1ebft ph\u1ea3n h\u1ed3i v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c thay \u0111\u1ed5i k\u1ecbp th\u1eddi. Truy\u1ec1n \u0111\u1ea1t nh\u1eefng thay \u0111\u1ed5i cho kh\u00e1ch h\u00e0ng khi th\u00edch h\u1ee3p.<\/span><\/p>\n<p><b>16. \u0110o l\u01b0\u1eddng v\u00e0 theo d\u00f5i ti\u1ebfn \u0111\u1ed9<\/b><\/p>\n<p><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh (KPI) \u0111\u1ec3 \u0111o l\u01b0\u1eddng t\u00e1c \u0111\u1ed9ng c\u1ee7a h\u00e0nh \u0111\u1ed9ng c\u1ee7a b\u1ea1n. Li\u00ean t\u1ee5c theo d\u00f5i v\u00e0 b\u00e1o c\u00e1o ti\u1ebfn \u0111\u1ed9 h\u01b0\u1edbng t\u1edbi m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n.<\/span><\/p>\n<p><b>17. T\u00ecm ki\u1ebfm \u00fd ki\u1ebfn \u200b\u200b\u0111\u00f3ng g\u00f3p c\u1ee7a kh\u00e1ch h\u00e0ng trong vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Thu h\u00fat kh\u00e1ch h\u00e0ng tham gia v\u00e0o qu\u00e1 tr\u00ecnh ra quy\u1ebft \u0111\u1ecbnh b\u1eb1ng c\u00e1ch thu h\u00fat ph\u1ea3n h\u1ed3i v\u1ec1 nh\u1eefng thay \u0111\u1ed5i ho\u1eb7c c\u1ea3i ti\u1ebfn \u0111\u01b0\u1ee3c \u0111\u1ec1 xu\u1ea5t. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn nhi\u1ec1u gi\u1ea3i ph\u00e1p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m h\u01a1n.<\/span><\/p>\n<p><b>18. Nu\u00f4i d\u01b0\u1ee1ng v\u0103n h\u00f3a l\u1ea5y ph\u1ea3n h\u1ed3i l\u00e0m trung t\u00e2m<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Khuy\u1ebfn kh\u00edch m\u1ed9t n\u1ec1n v\u0103n h\u00f3a coi tr\u1ecdng v\u00e0 t\u00edch c\u1ef1c t\u00ecm ki\u1ebfm <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> \u1edf t\u1ea5t c\u1ea3 c\u00e1c c\u1ea5p trong t\u1ed5 ch\u1ee9c. Bi\u1ebfn ph\u1ea3n h\u1ed3i th\u00e0nh m\u1ed9t ph\u1ea7n kh\u00f4ng th\u1ec3 thi\u1ebfu trong DNA c\u1ee7a c\u00f4ng ty b\u1ea1n.<\/span><\/p>\n<p><b>19. Lu\u00f4n linh ho\u1ea1t v\u00e0 th\u00edch \u1ee9ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">H\u00e3y chu\u1ea9n b\u1ecb \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh c\u00e1c chi\u1ebfn l\u01b0\u1ee3c v\u00e0 \u01b0u ti\u00ean c\u1ee7a b\u1ea1n d\u1ef1a tr\u00ean nhu c\u1ea7u ng\u00e0y c\u00e0ng t\u0103ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ed9ng l\u1ef1c c\u1ee7a th\u1ecb tr\u01b0\u1eddng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c \u0111\u00f2i h\u1ecfi s\u1ef1 c\u1ed1ng hi\u1ebfn v\u00e0 cam k\u1ebft c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c. B\u1eb1ng c\u00e1ch l\u00e0m theo nh\u1eefng ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t n\u00e0y, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 khai th\u00e1c s\u1ee9c m\u1ea1nh ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 n\u00e2ng cao s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng chung c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>T\u00ecm hi\u1ec3u th\u00eam: <a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-trai-nghiem-khach-hang-la-gi\/\" rel=\"noopener\">Nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m 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":82999,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4437],"tags":[],"contributor":[4618],"class_list":["post-82998","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 v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, ph\u01b0\u01a1ng ph\u00e1p, c\u00f4ng c\u1ee5 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t<\/title>\n<meta name=\"description\" content=\"Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 qu\u00e1 tr\u00ecnh thu th\u1eadp, s\u1eafp x\u1ebfp v\u00e0 gi\u1ea3i th\u00edch m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng c\u00e1c ph\u1ea3n h\u1ed3i v\u00e0 nh\u1eadn x\u00e9t do kh\u00e1ch h\u00e0ng cung c\u1ea5p v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c tr\u1ea3i nghi\u1ec7m. T\u00ecm hi\u1ec3u th\u00eam v\u1ec1 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p, c\u00f4ng c\u1ee5 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t \u0111\u1ec3 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, ph\u01b0\u01a1ng ph\u00e1p, c\u00f4ng c\u1ee5 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t\" \/>\n<meta property=\"og:description\" content=\"Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 qu\u00e1 tr\u00ecnh thu th\u1eadp, s\u1eafp x\u1ebfp v\u00e0 gi\u1ea3i th\u00edch m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng c\u00e1c ph\u1ea3n h\u1ed3i v\u00e0 nh\u1eadn x\u00e9t do kh\u00e1ch h\u00e0ng cung c\u1ea5p v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c tr\u1ea3i nghi\u1ec7m. T\u00ecm hi\u1ec3u th\u00eam v\u1ec1 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p, c\u00f4ng c\u1ee5 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t \u0111\u1ec3 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/\" \/>\n<meta property=\"og:site_name\" content=\"IdeaScale\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ideascale\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-08T09:32:50+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-06-20T10:16:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-cover.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"576\" \/>\n\t<meta property=\"og:image:height\" content=\"384\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Moinul Alam\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ideascale\" \/>\n<meta name=\"twitter:site\" content=\"@ideascale\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Moinul Alam\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"36 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/\"},\"author\":{\"name\":\"Moinul Alam\",\"@id\":\"http:\/\/ideascale.com\/vi\/#\/schema\/person\/548a157b52ddaa368a8914d8e36b8373\"},\"headline\":\"Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, ph\u01b0\u01a1ng ph\u00e1p, c\u00f4ng c\u1ee5 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t\",\"datePublished\":\"2023-09-08T09:32:50+00:00\",\"dateModified\":\"2024-06-20T10:16:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/\"},\"wordCount\":7270,\"publisher\":{\"@id\":\"http:\/\/ideascale.com\/vi\/#organization\"},\"image\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-cover.jpg\",\"articleSection\":[\"viblog\"],\"inLanguage\":\"vi-VN\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/\",\"url\":\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/\",\"name\":\"Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, ph\u01b0\u01a1ng ph\u00e1p, c\u00f4ng c\u1ee5 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t\",\"isPartOf\":{\"@id\":\"http:\/\/ideascale.com\/vi\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-cover.jpg\",\"datePublished\":\"2023-09-08T09:32:50+00:00\",\"dateModified\":\"2024-06-20T10:16:27+00:00\",\"description\":\"Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 qu\u00e1 tr\u00ecnh thu th\u1eadp, s\u1eafp x\u1ebfp v\u00e0 gi\u1ea3i th\u00edch m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng c\u00e1c ph\u1ea3n h\u1ed3i v\u00e0 nh\u1eadn x\u00e9t do kh\u00e1ch h\u00e0ng cung c\u1ea5p v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c tr\u1ea3i nghi\u1ec7m. 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