{"id":4716,"date":"2023-12-26T15:43:39","date_gmt":"2023-12-26T13:43:39","guid":{"rendered":"https:\/\/kompassmoldova.md\/?p=4716"},"modified":"2023-12-26T15:47:14","modified_gmt":"2023-12-26T13:47:14","slug":"net-promoter-score-ili-reiting-loialinih-clientov","status":"publish","type":"post","link":"https:\/\/kompassmoldova.md\/ro\/2023\/12\/net-promoter-score-ili-reiting-loialinih-clientov","title":{"rendered":"Net Promoter Score"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"4716\" class=\"elementor elementor-4716\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5f8d338 elementor-section-full_width blog-page-image-wrapper elementor-section-height-default elementor-section-height-default elementor-invisible\" data-id=\"5f8d338\" data-element_type=\"section\" data-settings=\"{&quot;animation&quot;:&quot;fadeInDown&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-700817e\" data-id=\"700817e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c40b19d elementor-widget elementor-widget-image\" data-id=\"c40b19d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1009\" height=\"369\" src=\"https:\/\/kompassmoldova.md\/wp-content\/uploads\/2023\/12\/NPS_large.png\" class=\"attachment-large size-large wp-image-4718\" alt=\"\" srcset=\"https:\/\/kompassmoldova.md\/wp-content\/uploads\/2023\/12\/NPS_large.png 1009w, https:\/\/kompassmoldova.md\/wp-content\/uploads\/2023\/12\/NPS_large-300x110.png 300w, https:\/\/kompassmoldova.md\/wp-content\/uploads\/2023\/12\/NPS_large-768x281.png 768w, https:\/\/kompassmoldova.md\/wp-content\/uploads\/2023\/12\/NPS_large-18x7.png 18w\" sizes=\"(max-width: 1009px) 100vw, 1009px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c7080d3 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c7080d3\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7461767 elementor-invisible\" data-id=\"7461767\" data-element_type=\"column\" data-settings=\"{&quot;animation&quot;:&quot;slideInUp&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7c20979 elementor-widget elementor-widget-post-info\" data-id=\"7c20979\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-6c606b8 elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-calendar\"><\/i>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>decembrie 26, 2023<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-af507fa elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-clock\"><\/i>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-time\">\n\t\t\t\t\t\t\t\t\t\t<time>15:43<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-eb1bdfc elementor-inline-item\" itemprop=\"about\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-tags\"><\/i>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-terms\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-post-info__terms-list\">\n\t\t\t\t<a href=\"https:\/\/kompassmoldova.md\/ro\/category\/b2b\" class=\"elementor-post-info__terms-list-item\">B2B<\/a>, <a href=\"https:\/\/kompassmoldova.md\/ro\/category\/business-references-cat\" class=\"elementor-post-info__terms-list-item\">Business references<\/a>\t\t\t\t<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-831cd71 elementor-widget elementor-widget-heading\" data-id=\"831cd71\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Net Promoter Score<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-137c6fd elementor-widget elementor-widget-text-editor\" data-id=\"137c6fd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Se zice c\u0103 un client satisf\u0103cut aduce \u00eenc\u0103 cinci clien\u021bi noi.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-80c5ced elementor-widget elementor-widget-text-editor\" data-id=\"80c5ced\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Dar clien\u021bii Dvs. ar alege s\u0103 v\u0103 recomande prietenilor? Net Promoter Score (NPS) este una dintre cele mai simple metode prin care pute\u021bi afla c\u00e2t de loiali v\u0103 sunt clien\u021bii.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5261f2d elementor-widget elementor-widget-text-editor\" data-id=\"5261f2d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Atunci c\u00e2nd \u0219ti\u021bi la ce nivel sunte\u021bi percepu\u021bi de c\u0103tre client, \u0219ti\u021bi \u0219i de ce este nemul\u021bumit, \u0219i unde trebuie s\u0103 depune\u021bi efort pentru a cre\u0219te.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f40a525 elementor-widget elementor-widget-text-editor\" data-id=\"f40a525\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Cum se m\u0103soar\u0103 \u0219i ce \u00eenseamn\u0103 rezultatele NPS?<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ded8889 elementor-widget elementor-widget-text-editor\" data-id=\"ded8889\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Noi \u00eentreb\u0103m clien\u021bii Dvs.: \u201eCare este probabilitatea c\u0103 ve\u021bi recomanda produsul\/compania X prietenilor, pe o scar\u0103 de la 0 la 10?\u201d, unde 0=cu siguran\u021b\u0103 nu a\u0219 recomanda \u0219i 10=cu siguran\u021b\u0103 a\u0219 recomanda.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5202c42 elementor-widget elementor-widget-text-editor\" data-id=\"5202c42\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Adi\u021bional, ace\u0219tia pot s\u0103 explice scurt de ce au ales o not\u0103 anumit\u0103.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-89f496b elementor-widget elementor-widget-text-editor\" data-id=\"89f496b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>\u00cen urma rezultatelor, responden\u021bii se \u00eempart \u00een 3 categorii:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c3dfc6 elementor-widget elementor-widget-text-editor\" data-id=\"7c3dfc6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Promotorii (acord\u0103 note de 9 sau 10) - ace\u0219tia sunt clien\u021bii loiali, c\u0103rora le plac produsele Dvs., care vor reveni la Dvs. \u0219i care v\u0103 vor recomanda prietenilor;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0fa8a0f elementor-widget elementor-widget-text-editor\" data-id=\"0fa8a0f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Pasivii (acord\u0103 note de 7 sau 8) - aceste persoane nu vor recomanda compania Dvs., dar nici nu v\u0103 vor crea o reputa\u021bie negativ\u0103;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c77c7d5 elementor-widget elementor-widget-text-editor\" data-id=\"c77c7d5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Detractorii (acord\u0103 note \u00eentre 0 \u0219i 6), de regul\u0103, aceste persoane au r\u0103mas nesatisf\u0103cute de serviciile Dvs. \u0219i, probabil, vor crea o reputa\u021bie negativ\u0103 companiei Dvs.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-068f107 elementor-widget elementor-widget-text-editor\" data-id=\"068f107\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>NPS se calculeaz\u0103 ca diferen\u021ba dintre procentajul de promotori \u0219i cel de detractori.<\/p><p>De regul\u0103, un NPS de peste 50 este un rezultat foarte bun, iar unul de peste 70 este considerat \u201dwow\u201d.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0275952 elementor-widget elementor-widget-text-editor\" data-id=\"0275952\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>\u00cen principiu, orice valoare a NPS-ului care este mai mare dec\u00e2t zero este un rezultat bun \u0219i aceasta \u00eenseamn\u0103 c\u0103 promotorii sunt mai mul\u021bi dec\u00e2t detractorii.<\/p><p>\u0218i invers - un NPS negativ \u00eenseamn\u0103 c\u0103 detractorii sunt majoritatea.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f555d3 elementor-widget elementor-widget-text-editor\" data-id=\"7f555d3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Cum pute\u021bi utiliza rezultatele NPS<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ed12fe elementor-widget elementor-widget-text-editor\" data-id=\"8ed12fe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Deoarece NPS este un indicator standardizat, este u\u0219or de comparat NPS-ul companiei Dvs. cu benchmarkul pe industrie, dar \u0219i cu rezultatele proprii din perioadele anterioare.<\/p><p>Fiindc\u0103 este un chestionar scurt \u0219i u\u0219or de \u00een\u021beles, consumatorii sunt deschi\u0219i s\u0103-\u0219i exprime p\u0103rerea sincer\u0103.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3a93903 elementor-widget elementor-widget-text-editor\" data-id=\"3a93903\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Cu ajutorul NPS pute\u021bi:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1309f79 elementor-widget elementor-widget-text-editor\" data-id=\"1309f79\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>- Identifica clien\u021bii nesatisf\u0103cu\u021bi \u0219i ac\u021biona imediat. Pe cei care sunt nehot\u0103r\u00e2\u021bi, gata s\u0103 plece, dac\u0103 g\u0103sesc o alternativ\u0103 mai potrivit\u0103, pute\u021bi s\u0103-i convinge\u021bi s\u0103 r\u0103m\u00e2n\u0103;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-345bbc8 elementor-widget elementor-widget-text-editor\" data-id=\"345bbc8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>-\u2009Seta indicatori de performan\u021b\u0103 pentru echip\u0103. NPS poate servi drept referin\u021b\u0103 \u0219i v\u0103 asigura\u021bi c\u0103 \u00eentreaga echip\u0103 este responsabil\u0103 de experien\u021ba de succes a consumatorului. Se creeaz\u0103 o concuren\u021b\u0103 s\u0103n\u0103toas\u0103 \u00eentre filiale, dac\u0103 acestea sunt mai multe.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-597347f elementor-widget elementor-widget-text-editor\" data-id=\"597347f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"MsoNormal\"><span lang=\"RU\" style=\"font-size: 14.0pt; line-height: 107%;\">Stabili direc\u021bii strategice pentru activitatea de marketing sau de project management \u00een companie. \u0218ti\u021bi cum pute\u021bi s\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi procesele \u00een companie astfel, \u00eenc\u00e2t <\/span><span style=\"font-size: 14.0pt; line-height: 107%; mso-ansi-language: EN-US;\">NPS<\/span><span lang=\"RU\" style=\"font-size: 14.0pt; line-height: 107%;\"> s\u0103 ajung\u0103 la nivelul dorit.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-080be39 elementor-widget elementor-widget-text-editor\" data-id=\"080be39\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Solicitati sondajul NPS prin Kompass Moldova si Va garantam un rezultat obiectiv, deoarece  nu urmarim scopul interpretarii rezultatelor in interes propriu.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ddca5d1 elementor-align-center open-form elementor-widget elementor-widget-button\" data-id=\"ddca5d1\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-xs\" href=\"#open-form\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Vreau sa discut<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-de68692 custom-form-wrapper sticked-form elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"de68692\" data-element_type=\"section\" id=\"open-form\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d058263\" data-id=\"d058263\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-92d0256 elementor-widget elementor-widget-image\" data-id=\"92d0256\" data-element_type=\"widget\" id=\"close-popup\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/kompassmoldova.md\/wp-content\/uploads\/2021\/12\/close.svg\" title=\"close\" alt=\"close\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc7d505 elementor-widget elementor-widget-heading\" data-id=\"bc7d505\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Comanda\u021bi un serviciu de call-center<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfaeeac elementor-widget elementor-widget-heading\" 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