{"id":70916,"date":"2023-05-18T04:47:57","date_gmt":"2023-05-18T08:47:57","guid":{"rendered":"http:\/\/ideascale.com\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e7%a0%94%e7%a9%b6\/"},"modified":"2024-01-29T07:48:49","modified_gmt":"2024-01-29T11:48:49","slug":"%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e7%a0%94%e7%a9%b6","status":"publish","type":"post","link":"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e7%a0%94%e7%a9%b6\/","title":{"rendered":"\u4ec0\u4e48\u662f\u5ba2\u6237\u4f53\u9a8c (CX) \u7814\u7a76\uff1f \u5b9a\u4e49\u3001\u91cd\u8981\u6027\u3001\u65b9\u6cd5\u548c\u6700\u4f73\u505a\u6cd5"},"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>\u76ee\u5f55<\/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 class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u4ec0\u4e48\u662f\u5ba2\u6237\u4f53\u9a8c (CX) \u7814\u7a76\uff1f<\/h2>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\uff08CX\uff09\u7814\u7a76\u7684\u5b9a\u4e49\u662f\uff0c\u7cfb\u7edf\u5730\u7814\u7a76\u548c\u5206\u6790\u5ba2\u6237\u5728\u4e0e\u516c\u53f8\u6216\u54c1\u724c\u5408\u4f5c\u7684\u6574\u4e2a\u8fc7\u7a0b\u4e2d\u7684\u4e92\u52a8\u548c\u611f\u77e5\uff0c\u4ee5\u6539\u5584\u8fd9\u4e9b\u4f53\u9a8c\u7684\u65b9\u6cd5\u3002 \u5b83\u6d89\u53ca\u6536\u96c6\u6570\u636e\u548c\u6d1e\u5bdf\u529b\uff0c\u4ee5\u4e86\u89e3\u5ba2\u6237\u7684\u671f\u671b\u3001\u9700\u6c42\u3001\u504f\u597d\u4ee5\u53ca\u5bf9\u4ea7\u54c1\u3001\u670d\u52a1\u6216\u4e0e\u7ec4\u7ec7\u4e92\u52a8\u7684\u603b\u4f53\u6ee1\u610f\u5ea6\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u662f\u4efb\u4f55\u4f01\u4e1a\u7684\u57fa\u7840\uff0c\u56e0\u6b64\u4f18\u5148\u8003\u8651\u5ba2\u6237\u7684\u6ee1\u610f\u5ea6\u81f3\u5173\u91cd\u8981\u3002 \u7814\u7a76\u8868\u660e\uff0c\u83b7\u53d6\u65b0\u5ba2\u6237\u7684\u6210\u672c\u662f\u7559\u4f4f\u8001\u5ba2\u6237\u6210\u672c\u7684\u4e94\u500d\u3002 \u56e0\u6b64\uff0c\u4f01\u4e1a\u5fc5\u987b\u4e0e\u73b0\u6709\u5ba2\u6237\u7fa4\u5efa\u7acb\u7262\u56fa\u7684\u5173\u7cfb\uff0c\u4ee5\u4f18\u5316\u6295\u8d44\u56de\u62a5\u7387\uff08ROI\uff09\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\uff08CX\uff09\u7814\u7a76\u65e8\u5728\u4e3a\u4f01\u4e1a\u63d0\u4f9b\u6709\u4ef7\u503c\u7684\u4fe1\u606f\uff0c\u4ee5\u63d0\u5347\u548c\u4f18\u5316\u5ba2\u6237\u4f53\u9a8c\u3002 \u5b83\u6d89\u53ca\u5404\u79cd\u7814\u7a76\u65b9\u6cd5\uff0c\u5982\u8c03\u67e5\u3001\u8bbf\u8c08\u3001<a href=\"https:\/\/ideascale.com\/blog\/what-is-a-focus-group\/\">\u7126\u70b9\u5c0f\u7ec4<\/a>\u3001\u53ef\u7528\u6027\u6d4b\u8bd5\u548c\u6570\u636e\u5206\u6790\uff0c\u4ee5\u6536\u96c6\u6709\u5173\u5ba2\u6237\u4f53\u9a8c\u7684<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/\">\u5b9a\u6027<\/a>\u548c<a href=\"https:\/\/ideascale.com\/blog\/what-is-quantitative-research\/\">\u5b9a\u91cf\u7814\u7a76<\/a>\u6570\u636e\u3002<\/span><\/p>\n<p><b>\u5ba2\u6237\u4f53\u9a8c (CX) \u7814\u7a76\u7684\u4e3b\u8981\u7279\u70b9  <\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\uff08CX\uff09\u7814\u7a76\u5177\u6709\u51e0\u4e2a\u5173\u952e\u5c5e\u6027\uff0c\u53ef\u5e2e\u52a9\u4f01\u4e1a\u66f4\u597d\u5730\u4e86\u89e3\u548c\u589e\u5f3a\u5ba2\u6237\u4e0e\u5176\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u63a5\u89e6\u70b9\u4e4b\u95f4\u7684\u4e92\u52a8\u3002 \u4ee5\u4e0b\u662f\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u7684\u4e3b\u8981\u7279\u70b9\uff1a<\/span><\/p>\n<ul>\n<li><b>\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\uff1a  <\/b><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u56f4\u7ed5\u5ba2\u6237\u7684\u9700\u6c42\u3001\u504f\u597d\u548c\u884c\u4e3a\u5c55\u5f00\u3002 \u5b83\u5c06\u5ba2\u6237\u7f6e\u4e8e\u51b3\u7b56\u7684\u4e2d\u5fc3\uff0c\u65e8\u5728\u4f7f\u4ea7\u54c1\u7b26\u5408\u5ba2\u6237\u7684\u671f\u671b\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6574\u4f53\u65b9\u6cd5\uff1a<\/b><span style=\"font-weight: 400;\"> \u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u8003\u8651\u7684\u662f\u6574\u4e2a\u5ba2\u6237\u65c5\u7a0b\uff0c\u4ece\u6700\u521d\u7684\u8ba4\u77e5\u5230\u8d2d\u4e70\u540e\u7684\u4e92\u52a8\uff0c\u751a\u81f3\u66f4\u8fdc\u3002 \u5b83\u68c0\u67e5\u4e86\u5404\u79cd\u63a5\u89e6\u70b9\u548c\u4e92\u52a8\uff0c\u4ee5\u63d0\u4f9b\u5168\u9762\u7684\u89c6\u89d2\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u5b9a\u6027\u548c\u5b9a\u91cf\u65b9\u6cd5\uff1a<\/b><span style=\"font-weight: 400;\">\u5c06<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/#Qualitative_Research_Methods_The_Top_4_Techniques\">\u5b9a\u6027\u65b9\u6cd5<\/a>\uff08\u8bbf\u8c08\u3001\u7126\u70b9\u5c0f\u7ec4\u3001\u89c2\u5bdf\uff09\u548c<a href=\"https:\/\/ideascale.com\/blog\/what-is-quantitative-research\/#Methodology\">\u5b9a\u91cf\u65b9\u6cd5<\/a>\uff08\u8c03\u67e5\u3001\u5206\u6790\uff09\u76f8\u7ed3\u5408\uff0c\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u591a\u5b66\u79d1\uff1a  <\/b><span style=\"font-weight: 400;\">CX \u7814\u7a76\u6d89\u53ca\u591a\u4e2a\u5b66\u79d1\uff0c\u5305\u62ec\u5fc3\u7406\u5b66\u3001\u793e\u4f1a\u5b66\u3001\u8bbe\u8ba1\u3001\u5e02\u573a\u8425\u9500\u548c\u6570\u636e\u5206\u6790\u3002 \u8fd9\u79cd\u591a\u5b66\u79d1\u65b9\u6cd5\u53ef\u786e\u4fdd\u5bf9\u5ba2\u6237\u4f53\u9a8c\u7684\u4e0d\u540c\u65b9\u9762\u8fdb\u884c\u5f7b\u5e95\u68c0\u67e5\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6301\u7eed\u548c\u8fed\u4ee3\uff1a<\/b><span style=\"font-weight: 400;\"> \u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u662f\u4e00\u4e2a\u6301\u7eed\u7684\u8fc7\u7a0b\uff0c\u4f01\u4e1a\u9700\u8981\u4e0d\u65ad\u6536\u96c6\u6570\u636e\u3001\u5206\u6790<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u5e76\u505a\u51fa\u6539\u8fdb\u3002 \u8fd9\u662f\u4e00\u4e2a\u9002\u5e94\u4e0d\u65ad\u53d8\u5316\u7684\u5ba2\u6237\u9700\u6c42\u7684\u8fed\u4ee3\u5faa\u73af\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u5f3a\u8c03\u60c5\u611f\uff1a<\/b><span style=\"font-weight: 400;\"> \u9664\u7406\u6027\u56e0\u7d20\u5916\uff0c\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u8fd8\u6df1\u5165\u63a2\u8ba8\u5ba2\u6237\u7684\u60c5\u7eea\u3001\u60c5\u611f\u548c\u6001\u5ea6\u3002 \u60c5\u611f\u4f53\u9a8c\u5bf9\u6574\u4f53\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u6709\u91cd\u5927\u5f71\u54cd\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6570\u636e\u9a71\u52a8\u7684\u6d1e\u5bdf\u529b\uff1a  <\/b><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u4f9d\u9760<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/\">\u5b9a\u6027<\/a>\u548c<a href=\"https:\/\/ideascale.com\/blog\/what-is-quantitative-research\/\">\u5b9a\u91cf\u7814\u7a76<\/a>\u6570\u636e\u6765\u53d1\u73b0\u6a21\u5f0f\u3001\u8d8b\u52bf\u548c\u6539\u8fdb\u673a\u4f1a\u3002 \u6570\u636e\u5206\u6790\u6709\u52a9\u4e8e\u786e\u5b9a\u9700\u8981\u91cd\u70b9\u5173\u6ce8\u7684\u5173\u952e\u9886\u57df\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u8de8\u804c\u80fd\u5408\u4f5c\uff1a<\/b><span style=\"font-weight: 400;\">\u6210\u529f\u7684\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u6d89\u53ca\u4e0d\u540c\u90e8\u95e8\u4e4b\u95f4\u7684\u5408\u4f5c\uff0c\u5982\u5e02\u573a\u8425\u9500\u3001\u4ea7\u54c1\u5f00\u53d1\u3001\u5ba2\u6237\u670d\u52a1\u548c\u8bbe\u8ba1\u7b49\u90e8\u95e8\uff0c\u4ee5\u786e\u4fdd\u59cb\u7ec8\u5982\u4e00\u3001\u534f\u8c03\u4e00\u81f4\u7684\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\uff1a <\/b><span style=\"font-weight: 400;\">\u521b\u5efa\u53ef\u89c6\u5316\u7684\u5ba2\u6237\u65c5\u7a0b\uff0c\u6709\u52a9\u4e8e\u8bc6\u522b\u75db\u70b9\u3001\u673a\u4f1a\u548c\u5173\u952e\u63a5\u89e6\u70b9\uff0c\u4fc3\u8fdb\u6218\u7565\u51b3\u7b56\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\uff1a<\/b><span style=\"font-weight: 400;\">NPS \u901a\u5e38\u662f\u4e00\u4e2a\u7b80\u5355\u800c\u6709\u6548\u7684\u6307\u6807\uff0c\u5b83\u901a\u8fc7\u8861\u91cf\u5ba2\u6237\u5411\u4ed6\u4eba\u63a8\u8350\u516c\u53f8\u7684\u53ef\u80fd\u6027\u6765\u8861\u91cf\u5ba2\u6237\u7684\u5fe0\u8bda\u5ea6\u548c\u6ee1\u610f\u5ea6\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u4ee5\u4eba\u4e3a\u672c\u7684\u8bbe\u8ba1\uff1a <\/b><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u901a\u5e38\u4e0e\u4ee5\u4eba\u4e3a\u672c\u7684\u8bbe\u8ba1\u539f\u5219\u76f8\u4e00\u81f4\uff0c\u4fa7\u91cd\u4e8e\u521b\u9020\u6ee1\u8db3\u5ba2\u6237\u5b9e\u9645\u9700\u6c42\u548c\u884c\u4e3a\u7684\u4ea7\u54c1\u548c\u670d\u52a1\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u4e2a\u6027\u5316\uff1a <\/b><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u5f3a\u8c03\u4e86\u4e3a\u4e2a\u4eba\u5ba2\u6237\u6216\u5ba2\u6237\u7fa4\u91cf\u8eab\u5b9a\u5236\u4f53\u9a8c\u3001\u63d0\u9ad8\u76f8\u5173\u6027\u548c\u53c2\u4e0e\u5ea6\u7684\u91cd\u8981\u6027\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u53ef\u64cd\u4f5c\u7684\u89c1\u89e3\uff1a<\/b><span style=\"font-weight: 400;\">\u4ece\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u4e2d\u83b7\u5f97\u7684\u89c1\u89e3\u4e0d\u4ec5\u4ec5\u662f\u7406\u8bba\u6027\u7684\uff0c\u800c\u662f\u7528\u4e8e\u63a8\u52a8\u76f4\u63a5\u5f71\u54cd\u5ba2\u6237\u4f53\u9a8c\u7684\u53ef\u884c\u53d8\u9769\u548c\u6539\u8fdb\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u957f\u671f\u5173\u6ce8\uff1a<\/b><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u7684\u76ee\u7684\u662f\u5efa\u7acb\u6301\u4e45\u7684\u5ba2\u6237\u5173\u7cfb\u3001\u57f9\u517b\u5fe0\u8bda\u5ea6\u3001\u4fc3\u8fdb\u5ba2\u6237\u957f\u671f\u7559\u5b58\uff0c\u800c\u4e0d\u662f\u53ea\u5173\u6ce8\u77ed\u671f\u6536\u76ca\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u7ade\u4e89\u4f18\u52bf\uff1a <\/b><span style=\"font-weight: 400;\">\u5728\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u548c\u5b9e\u65bd\u65b9\u9762\u8868\u73b0\u51fa\u8272\u7684\u7ec4\u7ec7\u5f80\u5f80\u80fd\u83b7\u5f97\u7ade\u4e89\u4f18\u52bf\uff0c\u56e0\u4e3a\u79ef\u6781\u7684\u5ba2\u6237\u4f53\u9a8c\u80fd\u8ba9\u5b83\u4eec\u5728\u5e02\u573a\u4e2d\u8131\u9896\u800c\u51fa\u3002<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u662f\u4e00\u9879\u52a8\u6001\u7684\u591a\u7ef4\u5b9e\u8df5\uff0c\u65e8\u5728\u4e86\u89e3\u3001\u8861\u91cf\u548c\u6539\u8fdb\u5ba2\u6237\u4e0e\u4f01\u4e1a\u4e4b\u95f4\u7684\u4e92\u52a8\u3002 \u5b83\u7684\u7279\u70b9\u786e\u4fdd\u4e86\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u6574\u4f53\u65b9\u6cd5\uff0c\u4ece\u800c\u505a\u51fa\u66f4\u660e\u667a\u7684\u51b3\u7b56\u5e76\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/span><\/p>\n<h2 class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u4f53\u9a8c (CX) \u7814\u7a76\u7684\u91cd\u8981\u6027<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58646 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-600x491.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-600x491.jpg\" alt=\"\u5ba2\u6237\u4f53\u9a8c (CX) \u7814\u7a76\u7684\u91cd\u8981\u6027\" 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\/05\/customer-experience-research-descriptive-1-200x164.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-300x245.jpg 300w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-400x327.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1-600x491.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-1.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">\u8981\u771f\u6b63\u4e86\u89e3\u5e76\u6ee1\u8db3\u5ba2\u6237\u7684\u671f\u671b\uff0c\u4f01\u4e1a\u5fc5\u987b\u5f00\u5c55\u5ba2\u6237\u4f53\u9a8c\uff08CX\uff09\u7814\u7a76\u3002 \u4ee5\u4e0b\u662f\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u7684\u610f\u4e49\u53ca\u5176\u5bf9\u4f01\u4e1a\u6210\u529f\u7684\u5f71\u54cd\uff1a<\/span><\/p>\n<p><strong><b>1.\u4e86\u89e3\u5ba2\u6237\u9700\u6c42<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u53ef\u63d0\u4f9b\u6709\u5173\u5ba2\u6237\u504f\u597d\u3001\u671f\u671b\u548c\u75db\u70b9\u7684\u5b9d\u8d35\u89c1\u89e3\u3002 \u901a\u8fc7\u8c03\u67e5\u3001\u8bbf\u8c08\u548c\u53cd\u9988\u673a\u5236\u79ef\u6781\u503e\u542c\u5ba2\u6237\u7684\u610f\u89c1\uff0c\u4f01\u4e1a\u53ef\u4ee5\u6df1\u5165\u4e86\u89e3\u76ee\u6807\u53d7\u4f17\u3002 \u8fd9\u4e9b\u77e5\u8bc6\u4f7f\u516c\u53f8\u80fd\u591f\u6839\u636e\u5ba2\u6237\u9700\u6c42\u8c03\u6574\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u4e92\u52a8\uff0c\u4ece\u800c\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u3002<\/span><\/p>\n<p><strong><b>2.\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u6ee1\u610f\u7684\u5ba2\u6237\u66f4\u6709\u53ef\u80fd\u6210\u4e3a\u5fe0\u5b9e\u7684\u54c1\u724c\u62e5\u62a4\u8005\u3002 \u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u4f7f\u4f01\u4e1a\u80fd\u591f\u786e\u5b9a\u53ef\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u9886\u57df\u3002 \u901a\u8fc7\u5206\u6790<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\uff0c\u4f01\u4e1a\u53ef\u4ee5\u89e3\u51b3\u75db\u70b9\u3001\u7b80\u5316\u6d41\u7a0b\u5e76\u4f18\u5316\u6574\u4e2a\u5ba2\u6237\u65c5\u7a0b\u4e2d\u7684\u63a5\u89e6\u70b9\u3002 \u8fd9\u79cd\u79ef\u6781\u4e3b\u52a8\u7684\u65b9\u6cd5\u63d0\u9ad8\u4e86\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u5e26\u6765\u4e86\u79ef\u6781\u7684\u53e3\u7891\uff0c\u5e76\u589e\u52a0\u4e86\u5ba2\u6237\u4fdd\u7559\u7387\u3002<\/span><\/p>\n<p><strong><b>3.\u786e\u5b9a\u521b\u65b0\u673a\u4f1a<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u4e0d\u4ec5\u8981\u89e3\u51b3\u5ba2\u6237\u7684\u5207\u8eab\u95ee\u9898\u3002 \u5b83\u8fd8\u80fd\u5e2e\u52a9\u4f01\u4e1a\u786e\u5b9a\u5c1a\u672a\u6ee1\u8db3\u7684\u9700\u6c42\uff0c\u53d1\u6398<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%88%9b%e6%96%b0\/\">\u521b\u65b0<\/a>\u673a\u4f1a\u3002 \u901a\u8fc7\u5bc6\u5207\u7814\u7a76<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u7684\u53cd\u9988<\/a>\u548c\u884c\u4e3a\uff0c\u516c\u53f8\u53ef\u4ee5\u53d1\u73b0\u8d8b\u52bf\uff0c\u9884\u6d4b\u4e0d\u65ad\u53d8\u5316\u7684\u504f\u597d\uff0c\u5e76\u5f00\u53d1\u65b0\u7684\u4ea7\u54c1\u6216\u670d\u52a1\uff0c\u4ee5\u6ee1\u8db3\u4e0d\u65ad\u53d8\u5316\u7684\u5e02\u573a\u9700\u6c42\u3002 \u8fd9\u79cd\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u65b9\u6cd5\u4fc3\u8fdb\u4e86\u521b\u65b0\uff0c\u5e76\u4f7f\u4f01\u4e1a\u6210\u4e3a\u5404\u81ea\u884c\u4e1a\u7684\u9886\u5bfc\u8005\u3002<\/span><\/p>\n<p><strong><b>4.\u5ba2\u6237\u4e92\u52a8\u4e2a\u6027\u5316<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u975e\u5e38\u91cd\u89c6\u4e2a\u6027\u5316\u4f53\u9a8c\uff0c\u56e0\u4e3a\u4ed6\u4eec\u975e\u5e38\u6b23\u8d4f\u88ab\u91cd\u89c6\u3001\u88ab\u7406\u89e3\u548c\u88ab\u5c0a\u91cd\u7684\u611f\u89c9\u3002 \u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u4e3a\u7ec6\u5206\u5ba2\u6237\u548c\u76f8\u5e94\u8c03\u6574\u4e92\u52a8\u63d0\u4f9b\u4e86\u5b9d\u8d35\u7684\u6570\u636e\u3002 \u901a\u8fc7\u4e86\u89e3\u5ba2\u6237\u7684\u504f\u597d\uff0c\u4f01\u4e1a\u53ef\u4ee5\u63d0\u4f9b\u6709\u9488\u5bf9\u6027\u7684\u8425\u9500\u6d3b\u52a8\u3001\u4e2a\u6027\u5316\u63a8\u8350\u548c\u5b9a\u5236\u5316\u4f53\u9a8c\uff0c\u4ece\u800c\u5f15\u8d77\u5ba2\u6237\u7684\u5171\u9e23\u3002 \u4e2a\u6027\u5316\u80fd\u52a0\u5f3a\u5ba2\u6237\u53c2\u4e0e\u5ea6\uff0c\u57f9\u517b\u957f\u671f\u5fe0\u8bda\u5ea6\uff0c\u589e\u52a0\u91cd\u590d\u8d2d\u4e70\u7684\u53ef\u80fd\u6027\u3002<\/span><\/p>\n<p><strong><b>5.\u6295\u8d44\u56de\u62a5\u7387\uff08ROI\uff09\u6700\u5927\u5316<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u6295\u8d44\u4e8e\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u662f\u4e00\u9879\u5177\u6709\u5de8\u5927\u6295\u8d44\u56de\u62a5\u6f5c\u529b\u7684\u6218\u7565\u4e3e\u63aa\u3002 \u901a\u8fc7\u8bc6\u522b\u5ba2\u6237\u75db\u70b9\u5e76\u5bf9\u5176\u8fdb\u884c\u4f18\u5148\u6392\u5e8f\uff0c\u4f01\u4e1a\u53ef\u4ee5\u66f4\u6709\u6548\u5730\u5206\u914d\u8d44\u6e90\uff0c\u5c06\u91cd\u70b9\u653e\u5728\u80fd\u4ea7\u751f\u6700\u5927\u5f71\u54cd\u7684\u9886\u57df\u3002 \u8fd9\u79cd\u4ee5\u6570\u636e\u4e3a\u5bfc\u5411\u7684\u65b9\u6cd5\u53ef\u51cf\u5c11\u5de5\u4f5c\u6d6a\u8d39\u3001\u63d0\u9ad8\u8fd0\u8425\u6548\u7387\u5e76\u4f18\u5316\u8425\u9500\u652f\u51fa\u3002 \u6700\u7ec8\uff0c\u8fd9\u5c06\u63d0\u9ad8\u5ba2\u6237\u4fdd\u7559\u7387\uff0c\u589e\u52a0\u5ba2\u6237\u7ec8\u8eab\u4ef7\u503c\uff0c\u5e76\u589e\u5f3a\u5e95\u7ebf\u3002<\/span><\/p>\n<p><strong><b>6.\u5728\u7ade\u4e89\u4e2d\u4fdd\u6301\u9886\u5148<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u5728\u5f53\u4eca\u7ade\u4e89\u6fc0\u70c8\u7684\u5e02\u573a\u4e2d\uff0c\u63d0\u4f9b\u5353\u8d8a\u7684\u5ba2\u6237\u4f53\u9a8c\u4f7f\u4f01\u4e1a\u4ece\u7ade\u4e89\u5bf9\u624b\u4e2d\u8131\u9896\u800c\u51fa\u3002 \u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u4f7f\u4f01\u4e1a\u80fd\u591f\u4e0d\u65ad\u6ee1\u8db3\u5e76\u8d85\u8d8a\u5ba2\u6237\u7684\u671f\u671b\uff0c\u4ece\u800c\u8131\u9896\u800c\u51fa\u3002 \u901a\u8fc7\u4e0d\u65ad\u6536\u96c6<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u3001\u9002\u5e94\u4e0d\u65ad\u53d8\u5316\u7684\u5ba2\u6237\u9700\u6c42\u5e76\u5b9e\u65bd\u6539\u8fdb\uff0c\u4f01\u4e1a\u53ef\u4ee5\u4fdd\u6301\u7ade\u4e89\u4f18\u52bf\u3001\u5efa\u7acb\u5fe0\u8bda\u5ba2\u6237\u7fa4\u5e76\u786e\u4fdd\u957f\u671f\u6210\u529f\u3002<\/span><\/p>\n<p><strong><b>\u4e86\u89e3\u66f4\u591a\uff1a<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e7%a0%94%e7%a9%b6\/\">\u4ec0\u4e48\u662f\u5ba2\u6237\u7814\u7a76\uff1f<\/a><\/b><\/strong><\/p>\n<h2 class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u4f53\u9a8c (CX) \u7814\u7a76\uff1a\u5173\u952e\u6b65\u9aa4<\/h2>\n<p><span style=\"font-weight: 400;\">\u7814\u7a76\u8fc7\u7a0b\u901a\u5e38\u5305\u62ec\u4ee5\u4e0b\u6b65\u9aa4\uff1a<\/span><\/p>\n<p><b>\u6b65\u9aa4 1. \u786e\u5b9a\u76ee\u6807\uff1a<\/b><span style=\"font-weight: 400;\"> \u660e\u786e\u8bf4\u660e\u7814\u7a76\u7684\u76ee\u7684\u548c\u76ee\u6807\uff0c\u5982\u786e\u5b9a\u75db\u70b9\u3001\u6539\u8fdb\u7279\u5b9a\u63a5\u89e6\u70b9\u6216\u8bc4\u4f30\u6574\u4f53\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 2. \u7814\u7a76\u8bbe\u8ba1\uff1a<\/b><span style=\"font-weight: 400;\"> \u9009\u62e9\u9002\u5f53\u7684\u7814\u7a76\u65b9\u6cd5\uff08\u5373<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/#Qualitative_Research_Methods_The_Top_4_Techniques\">\u5b9a\u6027<\/a>\u6216<a href=\"https:\/\/ideascale.com\/blog\/what-is-quantitative-research\/#Methodology\">\u5b9a\u91cf\u7814\u7a76\u65b9\u6cd5<\/a>\uff09\u548c\u6280\u672f\u6765\u6536\u96c6\u6240\u9700\u6570\u636e\u3002 \u8fd9\u53ef\u80fd\u9700\u8981\u9009\u62e9\u5b9a\u91cf\u8c03\u67e5\u3001\u5b9a\u6027\u8bbf\u8c08\u3001\u53ef\u7528\u6027\u6d4b\u8bd5\u6216\u591a\u79cd\u65b9\u6cd5\u7684\u7ec4\u5408\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 3. \u6570\u636e\u6536\u96c6\uff1a  <\/b><span style=\"font-weight: 400;\">\u91c7\u7528\u9009\u5b9a\u7684\u7814\u7a76\u65b9\u6cd5\u6536\u96c6\u5ba2\u6237\u6570\u636e\u3002 \u6839\u636e\u7814\u7a76\u76ee\u6807\uff0c\u53ef\u4ee5\u901a\u8fc7\u5728\u7ebf\u8c03\u67e5\u3001\u9762\u8c08\u3001\u7535\u8bdd\u3001\u7f51\u7ad9\u5206\u6790\u6216\u5176\u4ed6\u65b9\u5f0f\u8fdb\u884c\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 4. \u6570\u636e\u5206\u6790\uff1a  <\/b><span style=\"font-weight: 400;\">\u5206\u6790\u6536\u96c6\u5230\u7684\u6570\u636e\uff0c\u4ee5\u53d1\u73b0\u6a21\u5f0f\u3001\u8d8b\u52bf\u548c\u89c1\u89e3\u3002 \u8fd9\u53ef\u80fd\u6d89\u53ca\u7edf\u8ba1\u5206\u6790\u3001\u60c5\u611f\u5206\u6790\u3001\u5b9a\u6027\u7b54\u590d\u7684\u4e3b\u9898\u7f16\u7801\u6216\u5176\u4ed6\u63d0\u53d6\u6709\u610f\u4e49\u4fe1\u606f\u7684\u6280\u672f\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 5. \u62a5\u544a\u548c\u5efa\u8bae\uff1a  <\/b><span style=\"font-weight: 400;\">\u4ee5\u62a5\u544a\u3001\u6f14\u793a\u6587\u7a3f\u6216\u4eea\u8868\u76d8\u7b49\u6e05\u6670\u3001\u53ef\u64cd\u4f5c\u7684\u5f62\u5f0f\u5c55\u793a\u7814\u7a76\u7ed3\u679c\u3002 \u5404\u7ec4\u7ec7\u53ef\u4ee5\u5229\u7528\u7814\u7a76\u7ed3\u679c\u548c\u5efa\u8bae\u505a\u51fa\u660e\u667a\u7684\u51b3\u7b56\u548c\u6539\u8fdb\uff0c\u4ee5\u63d0\u5347\u6574\u4f53\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/p>\n<h2 class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u4f53\u9a8c (CX) \u7814\u7a76\u65b9\u6cd5<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58647 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-600x430.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-600x430.jpg\" alt=\"\u5ba2\u6237\u4f53\u9a8c (CX) \u7814\u7a76\u65b9\u6cd5\" width=\"600\" height=\"430\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27600%27%20height%3D%27430%27%20viewBox%3D%270%200%20600%20430%27%3E%3Crect%20width%3D%27600%27%20height%3D%27430%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-200x143.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-300x215.jpg 300w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-400x287.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2-600x430.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/05\/customer-experience-research-descriptive-2.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u5305\u62ec\u4e00\u7cfb\u5217\u65b9\u6cd5\uff0c\u4f7f\u4f01\u4e1a\u80fd\u591f\u6df1\u5165\u4e86\u89e3\u5ba2\u6237\u7684\u504f\u597d\u3001\u9700\u6c42\u548c\u6ee1\u610f\u5ea6\u3002 \u8c03\u67e5\u3001\u8bbf\u8c08\u3001<a href=\"https:\/\/ideascale.com\/blog\/what-is-a-focus-group\/\">\u7126\u70b9\u5c0f\u7ec4<\/a>\u3001<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u3001\u53ef\u7528\u6027\u6d4b\u8bd5\u3001\u5ba2\u6237\u65c5\u7a0b\u56fe\u548c\u6570\u636e\u5206\u6790\u90fd\u662f\u5982\u6b64\u3002 \u4ee5\u4e0b\u65b9\u6cd5\u90fd\u662f\u7814\u7a76\u9886\u57df\u7684\u5b9d\u8d35\u5de5\u5177\uff0c\u901a\u8fc7\u6709\u6548\u5229\u7528\u8fd9\u4e9b\u65b9\u6cd5\uff0c\u4f01\u4e1a\u53ef\u4ee5\u6df1\u5165\u4e86\u89e3\u5ba2\u6237\uff0c\u627e\u51fa\u75db\u70b9\u3002<\/span><\/p>\n<p><strong><b>1.\u8c03\u67e5\u548c\u95ee\u5377<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u8c03\u67e5\u548c\u95ee\u5377\u662f\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u4e2d\u5e7f\u6cdb\u4f7f\u7528\u7684\u65b9\u6cd5\u3002 \u5b83\u4eec\u4f7f\u4f01\u4e1a\u80fd\u591f\u9ad8\u6548\u5730\u4ece\u5927\u91cf\u5ba2\u6237\u90a3\u91cc\u6536\u96c6<a href=\"https:\/\/ideascale.com\/blog\/what-is-quantitative-research\/\">\u5b9a\u91cf\u7814\u7a76<\/a>\u6570\u636e\u3002 \u8c03\u67e5\u53ef\u4ee5\u901a\u8fc7\u5728\u7ebf\u8868\u683c\u3001\u7535\u5b50\u90ae\u4ef6\u8c03\u67e5\u751a\u81f3\u9762\u8c08\u6765\u8fdb\u884c\u3002 \u901a\u8fc7\u7cbe\u5fc3\u8bbe\u8ba1\u8c03\u67e5\u95ee\u9898\uff0c\u4f01\u4e1a\u53ef\u4ee5\u6536\u96c6\u6709\u5173\u5ba2\u6237\u6ee1\u610f\u5ea6\u3001\u770b\u6cd5\u3001\u504f\u597d\u548c\u75db\u70b9\u7684\u4fe1\u606f\u3002 \u5206\u6790\u8c03\u67e5\u56de\u590d\u6709\u52a9\u4e8e\u8bc6\u522b\u8d8b\u52bf\u3001\u8861\u91cf\u6ee1\u610f\u5ea6\u5206\u6570\uff0c\u5e76\u53d1\u73b0\u5ba2\u6237\u65c5\u7a0b\u4e2d\u4e0d\u540c\u63a5\u89e6\u70b9\u9700\u8981\u6539\u8fdb\u7684\u5730\u65b9\u3002<\/span><\/p>\n<p><strong><b>2.\u8bbf\u8c08\u548c\u7126\u70b9\u5c0f\u7ec4<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/\">\u5b9a\u6027\u7814\u7a76<\/a>\u65b9\u6cd5\uff08\u5982\u8bbf\u8c08\u548c<a href=\"https:\/\/ideascale.com\/blog\/what-is-a-focus-group\/\">\u7126\u70b9\u5c0f\u7ec4<\/a>\uff09\u53ef\u6df1\u5165\u4e86\u89e3\u5ba2\u6237\u7684\u4f53\u9a8c\u548c\u60c5\u611f\u3002 \u8bbf\u8c08\u53ef\u4ee5\u5f53\u9762\u8fdb\u884c\uff0c\u4e5f\u53ef\u4ee5\u901a\u8fc7\u7535\u8bdd\u6216\u89c6\u9891\u901a\u8bdd\u8fdb\u884c\uff0c\u800c\u7126\u70b9\u5c0f\u7ec4\u5219\u662f\u53ec\u96c6\u4e00\u5c0f\u7fa4\u5ba2\u6237\u8ba8\u8bba\u7279\u5b9a\u4e3b\u9898\u3002 \u8fd9\u4e9b\u65b9\u6cd5\u63d0\u4f9b\u4e86\u4e30\u5bcc\u7684\u80cc\u666f\u8d44\u6599\uff0c\u4f7f\u53c2\u4e0e\u8005\u80fd\u591f\u66f4\u8be6\u7ec6\u5730\u8868\u8fbe\u81ea\u5df1\u7684\u60f3\u6cd5\u548c\u610f\u89c1\u3002 \u901a\u8fc7\u4e0e\u5ba2\u6237\u8fdb\u884c\u6709\u610f\u4e49\u7684\u5bf9\u8bdd\uff0c\u4f01\u4e1a\u53ef\u4ee5\u63a2\u7d22\u6f5c\u5728\u52a8\u673a\uff0c\u53d1\u73b0\u672a\u6ee1\u8db3\u7684\u9700\u6c42\uff0c\u5e76\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/p>\n<p><strong><b>3.\u5ba2\u6237\u53cd\u9988\u548c\u8bc4\u8bba<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u548c\u8bc4\u8bba\u5728\u4e86\u89e3\u5ba2\u6237\u611f\u53d7\u548c\u786e\u5b9a\u6539\u8fdb\u9886\u57df\u65b9\u9762\u53d1\u6325\u7740\u81f3\u5173\u91cd\u8981\u7684\u4f5c\u7528\u3002 \u4f01\u4e1a\u53ef\u4ee5\u901a\u8fc7\u5404\u79cd\u6e20\u9053\u6536\u96c6\u53cd\u9988\uff0c\u5305\u62ec\u5728\u7ebf\u8bc4\u8bba\u5e73\u53f0\u3001\u793e\u4ea4\u5a92\u4f53\u3001\u5ba2\u6237\u652f\u6301\u4e92\u52a8\u548c\u53cd\u9988\u8868\u3002 \u5206\u6790\u8fd9\u4e9b\u53cd\u9988\u6709\u52a9\u4e8e\u627e\u51fa\u5ba2\u6237\u65c5\u7a0b\u4e2d\u7684\u5171\u540c\u75db\u70b9\u3001\u4f18\u52bf\u548c\u52a3\u52bf\u3002 \u5b83\u8fd8\u63d0\u4f9b\u4e86\u4e00\u4e2a\u673a\u4f1a\uff0c\u53ef\u4ee5\u8fc5\u901f\u89e3\u51b3\u5ba2\u6237\u5173\u5fc3\u7684\u95ee\u9898\uff0c\u5e76\u5c55\u793a\u5bf9\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u627f\u8bfa\u3002<\/span><\/p>\n<p><strong><b>4.\u53ef\u7528\u6027\u6d4b\u8bd5<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u53ef\u7528\u6027\u6d4b\u8bd5\u4fa7\u91cd\u4e8e\u4ece\u5ba2\u6237\u7684\u89d2\u5ea6\u8bc4\u4f30\u4ea7\u54c1\u3001\u7f51\u7ad9\u6216\u5e94\u7528\u7a0b\u5e8f\u7684\u6613\u7528\u6027\u548c\u529f\u80fd\u6027\u3002 \u8fd9\u5305\u62ec\u5728\u5ba2\u6237\u4e0e\u4ea7\u54c1\u6216\u754c\u9762\u4e92\u52a8\u65f6\u89c2\u5bdf\u4ed6\u4eec\uff0c\u5e76\u5b9e\u65f6\u6355\u6349\u4ed6\u4eec\u7684\u53cd\u9988\u3002 \u53ef\u7528\u6027\u6d4b\u8bd5\u6709\u52a9\u4e8e\u53d1\u73b0\u53ef\u7528\u6027\u95ee\u9898\u3001\u5bfc\u822a\u96be\u9898\u6216\u5ba2\u6237\u53ef\u80fd\u4f1a\u611f\u5230\u56f0\u96be\u6216\u6cae\u4e27\u7684\u5730\u65b9\u3002 \u901a\u8fc7\u8bc6\u522b\u548c\u89e3\u51b3\u8fd9\u4e9b\u75db\u70b9\uff0c\u4f01\u4e1a\u53ef\u4ee5\u63d0\u5347\u6574\u4f53\u7528\u6237\u4f53\u9a8c\uff0c\u4f18\u5316\u4ea7\u54c1\uff0c\u6700\u5927\u9650\u5ea6\u5730\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/span><\/p>\n<p><strong><b>5.\u5ba2\u6237\u65c5\u7a0b\u56fe<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u5305\u62ec\u76f4\u89c2\u5448\u73b0\u5ba2\u6237\u5728\u4e0d\u540c\u63a5\u89e6\u70b9\u548c\u4e0e\u4f01\u4e1a\u4e92\u52a8\u8fc7\u7a0b\u4e2d\u7684\u7aef\u5230\u7aef\u4f53\u9a8c\u3002 \u5b83\u4f7f\u4f01\u4e1a\u80fd\u591f\u4ece\u6574\u4f53\u4e0a\u628a\u63e1\u5ba2\u6237\u7684\u89c6\u89d2\uff0c\u4e86\u89e3\u6bcf\u4e2a\u9636\u6bb5\u5ba2\u6237\u7684\u60c5\u611f\u3001\u9700\u6c42\u548c\u671f\u671b\u3002 \u5ba2\u6237\u65c5\u7a0b\u56fe\u901a\u5e38\u7ed3\u5408<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/#Qualitative_Research_Methods_The_Top_4_Techniques\">\u5b9a\u6027<\/a>\u548c<a href=\"https:\/\/ideascale.com\/blog\/what-is-quantitative-research\/#Methodology\">\u5b9a\u91cf\u7814\u7a76\u65b9\u6cd5<\/a>\uff0c\u5305\u62ec\u8bbf\u8c08\u3001\u8c03\u67e5\u548c\u6570\u636e\u5206\u6790\uff0c\u4ee5\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u65c5\u7a0b\u3002 \u901a\u8fc7\u7ed8\u5236\u5ba2\u6237\u65c5\u7a0b\u56fe\uff0c\u4f01\u4e1a\u53ef\u4ee5\u8bc6\u522b\u5173\u952e\u65f6\u523b\u3001\u75db\u70b9\u548c\u63d0\u5347\u6574\u4f53\u4f53\u9a8c\u7684\u673a\u4f1a\u3002<\/span><\/p>\n<p><strong><b>6.\u6570\u636e\u5206\u6790\u548c\u5ba2\u6237\u6d1e\u5bdf\u529b<\/b><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u6570\u636e\u5206\u6790\u901a\u8fc7\u5206\u6790\u5927\u91cf\u5ba2\u6237\u6570\u636e\u6765\u53d1\u73b0\u6a21\u5f0f\u3001\u8d8b\u52bf\u548c\u76f8\u5173\u6027\uff0c\u5728\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u4e2d\u53d1\u6325\u7740\u91cd\u8981\u4f5c\u7528\u3002 \u901a\u8fc7\u91c7\u7528\u60c5\u611f\u5206\u6790\u6216\u9884\u6d4b\u5efa\u6a21\u7b49\u9ad8\u7ea7\u5206\u6790\u6280\u672f\uff0c\u4f01\u4e1a\u53ef\u4ee5\u83b7\u5f97\u6709\u5173\u5ba2\u6237\u884c\u4e3a\u3001\u504f\u597d\u548c\u672a\u6765\u9700\u6c42\u7684\u5b9d\u8d35\u89c1\u89e3\u3002 \u8fd9\u4e9b\u6d1e\u5bdf\u529b\u4f7f\u4f01\u4e1a\u80fd\u591f\u505a\u51fa\u6570\u636e\u9a71\u52a8\u7684\u51b3\u7b56\uff0c\u4e2a\u6027\u5316\u5ba2\u6237\u4e92\u52a8\uff0c\u5e76\u5728\u6f5c\u5728\u95ee\u9898\u5f71\u54cd\u5ba2\u6237\u4f53\u9a8c\u4e4b\u524d\u4e3b\u52a8\u52a0\u4ee5\u89e3\u51b3\u3002<\/span><\/p>\n<p><strong><b>\u4e86\u89e3\u66f4\u591a\u4fe1\u606f\uff1a<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%b8%82%e5%9c%ba%e7%a0%94%e7%a9%b6\/\">\u4ec0\u4e48\u662f\u5e02\u573a\u8c03\u7814\uff1f<\/a><\/b><\/strong><\/p>\n<h2 class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u4f53\u9a8c (CX) \u7814\u7a76\u7684 8 \u9879\u6700\u4f73\u5b9e\u8df5<\/h2>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\uff08CX\uff09\u5df2\u6210\u4e3a\u5f53\u4eca\u7ade\u4e89\u683c\u5c40\u4e2d\u7684\u5173\u952e\u5dee\u5f02\u5316\u56e0\u7d20\u3002 \u4e86\u89e3\u548c\u6539\u8fdb\u5ba2\u6237\u65c5\u7a0b\u5bf9\u4f01\u4e1a\u5efa\u7acb\u7a33\u56fa\u5173\u7cfb\u3001\u63d0\u9ad8\u5ba2\u6237\u5fe0\u8bda\u5ea6\u548c\u63a8\u52a8\u53ef\u6301\u7eed\u589e\u957f\u81f3\u5173\u91cd\u8981\u3002  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u4ee5\u4e0b\u662f\u5f00\u5c55\u6709\u6548\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u7684 8 \u9879\u6700\u4f73\u5b9e\u8df5\uff0c\u53ef\u5e2e\u52a9\u4f01\u4e1a\u4e3a\u5ba2\u6237\u63d0\u4f9b\u5353\u8d8a\u4f53\u9a8c\u3002<\/span><\/p>\n<p><b>1.\u786e\u5b9a\u660e\u786e\u7684\u7814\u7a76\u76ee\u6807<\/b><span style=\"font-weight: 400;\">: <\/span> <span style=\"font-weight: 400;\">\u660e\u786e\u7684\u7814\u7a76\u76ee\u6807\u662f\u6210\u529f\u5f00\u5c55 CX \u7814\u7a76\u7684\u57fa\u7840\u3002 \u786e\u5b9a\u60a8\u8981\u63a2\u7d22\u7684\u5ba2\u6237\u4f53\u9a8c\u7684\u5177\u4f53\u65b9\u9762\uff0c\u5982\u6ee1\u610f\u5ea6\u3001\u5173\u952e\u63a5\u89e6\u70b9\u6216\u5f71\u54cd\u5ba2\u6237\u5fe0\u8bda\u5ea6\u7684\u56e0\u7d20\u3002 \u660e\u786e\u754c\u5b9a\u7814\u7a76\u76ee\u6807\u53ef\u786e\u4fdd\u7814\u7a76\u8bbe\u8ba1\u3001\u6570\u636e\u6536\u96c6\u65b9\u6cd5\u548c\u5206\u6790\u90fd\u80fd\u96c6\u4e2d\u4e8e\u83b7\u5f97\u6240\u9700\u7684\u89c1\u89e3\u3002<\/span><b><\/b><\/p>\n<p><b>2.\u6df7\u5408\u4f7f\u7528\u5b9a\u91cf\u548c\u5b9a\u6027\u65b9\u6cd5\uff1a  <\/b><span style=\"font-weight: 400;\">\u7ed3\u5408\u5b9a\u91cf\u548c\u5b9a\u6027\u7814\u7a76\u65b9\u6cd5\uff0c\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u4f53\u9a8c\u3002  \u8c03\u67e5\u548c\u7ed3\u6784\u5316\u95ee\u5377\u7b49<a href=\"https:\/\/ideascale.com\/blog\/what-is-quantitative-research\/\">\u5b9a\u91cf\u65b9\u6cd5<\/a>\u6709\u52a9\u4e8e\u6536\u96c6\u6709\u5173\u6ee1\u610f\u5ea6\u548c\u7ee9\u6548\u6307\u6807\u7684\u6570\u5b57\u6570\u636e\u3002  \u8bbf\u8c08\u548c\u7126\u70b9\u5c0f\u7ec4\u7b49<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/\">\u5b9a\u6027\u65b9\u6cd5<\/a>\u53ef\u4ee5\u6df1\u5165\u63a2\u8ba8\u5ba2\u6237\u7684\u770b\u6cd5\u3001\u60c5\u611f\u548c\u4f53\u9a8c\u3002 \u5c06\u8fd9\u4e24\u79cd\u65b9\u6cd5\u7ed3\u5408\u8d77\u6765\uff0c\u5c31\u80fd\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><b><\/b><\/p>\n<p><b>3.\u91c7\u7528\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u65b9\u6cd5\uff1a  <\/b><span style=\"font-weight: 400;\">\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u5e94\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\uff0c\u5173\u6ce8\u5ba2\u6237\u7684\u9700\u6c42\u548c\u671f\u671b\u3002 \u901a\u8fc7\u5171\u540c\u521b\u9020\u7814\u8ba8\u4f1a\u3001\u7528\u6237\u6d4b\u8bd5\u6216\u987e\u95ee\u5c0f\u7ec4\uff0c\u8ba9\u5ba2\u6237\u53c2\u4e0e\u7814\u7a76\u8fc7\u7a0b\u3002 \u5f81\u6c42\u4ed6\u4eec\u7684\u610f\u89c1\u548c\u53cd\u9988\uff0c\u786e\u4fdd\u7814\u7a76\u4e0e\u4ed6\u4eec\u7684\u7ecf\u5386\u76f8\u4e00\u81f4\uff0c\u5e76\u51c6\u786e\u6355\u6349\u4ed6\u4eec\u7684\u89c2\u70b9\u3002 \u5728\u6574\u4e2a\u7814\u7a76\u8fc7\u7a0b\u4e2d\u878d\u5165\u5ba2\u6237\u7684\u58f0\u97f3\u6709\u52a9\u4e8e\u53d1\u73b0\u6709\u4ef7\u503c\u7684\u89c1\u89e3\uff0c\u5e76\u5728\u7ec4\u7ec7\u5185\u90e8\u57f9\u517b\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u6587\u5316\u3002<\/span><b><\/b><\/p>\n<p><b>4.\u5229\u7528\u591a\u79cd\u6570\u636e\u6e90\uff1a  <\/b><span style=\"font-weight: 400;\">\u8981\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u4f53\u9a8c\uff0c\u5fc5\u987b\u5229\u7528\u591a\u79cd\u6570\u636e\u6e90\u3002 \u9664\u8c03\u67e5\u548c\u8bbf\u8c08\u5916\uff0c\u8fd8\u5e94\u7eb3\u5165\u5ba2\u6237\u4e92\u52a8\u6570\u636e\uff08\u5982\u547c\u53eb\u4e2d\u5fc3\u65e5\u5fd7\u3001\u793e\u4ea4\u5a92\u4f53\u5bf9\u8bdd\uff09\u3001\u5ba2\u6237\u53cd\u9988\u6e20\u9053\uff08\u5982\u5728\u7ebf\u8bc4\u8bba\u3001\u5ba2\u6237\u670d\u52a1\u53cd\u9988\uff09\u548c\u8fd0\u8425\u6570\u636e\uff08\u5982\u4ea4\u6613\u5386\u53f2\u3001\u7f51\u7ad9\u5206\u6790\uff09\u3002 \u6574\u5408\u5404\u79cd\u6765\u6e90\u7684\u6570\u636e\u6709\u52a9\u4e8e\u8bc6\u522b\u6a21\u5f0f\u3001\u8d8b\u52bf\u548c\u76f8\u5173\u6027\uff0c\u4ece\u800c\u63d0\u4f9b\u5ba2\u6237\u4f53\u9a8c\u7684\u6574\u4f53\u89c6\u56fe\u3002<\/span><b><\/b><\/p>\n<p><b>5.\u5b9e\u65bd\u5b9e\u65f6\u53cd\u9988\u673a\u5236\uff1a  <\/b><span style=\"font-weight: 400;\">\u6355\u6349\u5b9e\u65f6<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u5bf9\u4e8e\u4fdd\u6301\u654f\u6377\u6027\u548c\u54cd\u5e94\u5ba2\u6237\u9700\u6c42\u81f3\u5173\u91cd\u8981\u3002 \u5b9e\u65bd\u5728\u7ebf\u53cd\u9988\u8868\u3001\u5373\u65f6\u804a\u5929\u8c03\u67e5\u6216\u79fb\u52a8\u5e94\u7528\u7a0b\u5e8f\u53cd\u9988\u529f\u80fd\u7b49\u673a\u5236\uff0c\u5728\u5ba2\u6237\u4e0e\u54c1\u724c\u4e92\u52a8\u7684\u8fc7\u7a0b\u4e2d\u6536\u96c6\u4ed6\u4eec\u7684\u5373\u65f6\u89c1\u89e3\u3002 \u5b9e\u65f6\u53cd\u9988\u4f7f\u4f01\u4e1a\u80fd\u591f\u8fc5\u901f\u89e3\u51b3\u95ee\u9898\uff0c\u53ca\u65f6\u6539\u8fdb\uff0c\u5e76\u5c55\u793a\u5176\u5bf9\u63d0\u4f9b\u5353\u8d8a\u5ba2\u6237\u4f53\u9a8c\u7684\u627f\u8bfa\u3002<\/span><b><\/b><\/p>\n<p><b>6.\u8ba9\u5458\u5de5\u53c2\u4e0e\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u8fc7\u7a0b\uff1a  <\/b><span style=\"font-weight: 400;\">\u5458\u5de5\u5728\u63d0\u4f9b\u5353\u8d8a\u5ba2\u6237\u4f53\u9a8c\u65b9\u9762\u53d1\u6325\u7740\u81f3\u5173\u91cd\u8981\u7684\u4f5c\u7528\u3002 \u8ba9\u5458\u5de5\u53c2\u4e0e\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u8fc7\u7a0b\u6709\u52a9\u4e8e\u57f9\u517b\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u6587\u5316\uff0c\u5e76\u4f7f\u4ed6\u4eec\u6709\u80fd\u529b\u4e3a\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u505a\u51fa\u8d21\u732e\u3002 \u5f00\u5c55\u5185\u90e8\u8c03\u67e5\u3001<a href=\"https:\/\/ideascale.com\/blog\/what-is-a-focus-group\/\">\u7126\u70b9\u5c0f\u7ec4<\/a>\u6216\u7814\u8ba8\u4f1a\uff0c\u6536\u96c6\u5458\u5de5\u5bf9\u5ba2\u6237\u75db\u70b9\u3001\u670d\u52a1\u5dee\u8ddd\u548c\u6539\u8fdb\u673a\u4f1a\u7684\u89c1\u89e3\u3002 \u4ed6\u4eec\u7684\u7b2c\u4e00\u624b\u77e5\u8bc6\u548c\u89c6\u89d2\u53ef\u4e3a\u63d0\u5347\u6574\u4f53\u5ba2\u6237\u4f53\u9a8c\u63d0\u4f9b\u5b9d\u8d35\u610f\u89c1\u3002<\/span><b><\/b><\/p>\n<p><b>7.\u5229\u7528\u65c5\u7a0b\u56fe\uff1a  <\/b><span style=\"font-weight: 400;\">\u5ba2\u6237\u65c5\u7a0b\u56fe\u662f\u4e00\u79cd\u5f3a\u5927\u7684\u6280\u672f\uff0c\u53ef\u7528\u4e8e\u53ef\u89c6\u5316\u548c\u4e86\u89e3\u4e0d\u540c\u63a5\u89e6\u70b9\u548c\u4e92\u52a8\u4e2d\u7684\u5ba2\u6237\u4f53\u9a8c\u3002 \u5b83\u6709\u52a9\u4e8e\u627e\u51fa\u75db\u70b9\u3001\u74f6\u9888\u548c\u6539\u8fdb\u673a\u4f1a\u3002 \u8ba9\u8de8\u804c\u80fd\u56e2\u961f\u53c2\u4e0e\u8fdb\u6765\uff0c\u5171\u540c\u7ed8\u5236\u65c5\u7a0b\u5730\u56fe\uff0c\u5e76\u5c06\u5ba2\u6237\u548c\u5458\u5de5\u7684\u610f\u89c1\u7eb3\u5165\u5176\u4e2d\u3002 \u53ef\u89c6\u5316\u5ba2\u6237\u65c5\u7a0b\u6709\u52a9\u4e8e\u5bf9\u7aef\u5230\u7aef\u4f53\u9a8c\u8fbe\u6210\u5171\u8bc6\uff0c\u5e76\u652f\u6301\u6709\u9488\u5bf9\u6027\u7684\u6539\u8fdb\u3002<\/span><b><\/b><\/p>\n<p><b>8.\u5206\u6790\u53cd\u9988\u5e76\u91c7\u53d6\u884c\u52a8\uff1a  <\/b><span style=\"font-weight: 400;\">\u53ea\u6709\u5bf9\u53cd\u9988\u8fdb\u884c\u5206\u6790\u5e76\u91c7\u53d6\u884c\u52a8\uff0c\u6536\u96c6\u53cd\u9988\u624d\u6709\u4ef7\u503c\u3002 \u5206\u6790<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\uff0c\u786e\u5b9a\u5173\u952e\u4e3b\u9898\u3001\u8d8b\u52bf\u548c\u53ef\u884c\u89c1\u89e3\u3002 \u6839\u636e\u5bf9\u6574\u4f53 CX \u7684\u5f71\u54cd\uff0c\u4f18\u5148\u8003\u8651\u9700\u8981\u6539\u8fdb\u7684\u9886\u57df\u3002  <\/span><\/p>\n<p><strong><b>\u4e86\u89e3\u66f4\u591a\u4fe1\u606f\uff1a<a 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