{"id":3989,"date":"2019-08-16T08:38:09","date_gmt":"2019-08-16T06:38:09","guid":{"rendered":"http:\/\/blog.survio.cz\/?p=3989"},"modified":"2020-10-12T14:00:15","modified_gmt":"2020-10-12T12:00:15","slug":"net-promoter-score-jak-si-efektivne-vytvorit-nps-primo-v-surviu-4-dil","status":"publish","type":"post","link":"https:\/\/blog-cz.survio.com\/pripady-uziti\/survio-pro-marketing\/net-promoter-score-jak-si-efektivne-vytvorit-nps-primo-v-surviu-4-dil\/","title":{"rendered":"Net Promoter Score\u00ae<\/sup>: Jak si efektivn\u011b vytvo\u0159it NPS p\u0159\u00edmo v Surviu – 4. d\u00edl"},"content":{"rendered":"

Ve \u010dtvrt\u00e9m a fin\u00e1ln\u00edm d\u00edlu na\u0161eho seri\u00e1lu o Net Promoter Score\u00ae<\/sup>, popul\u00e1rn\u00edm n\u00e1stroji na m\u011b\u0159en\u00ed loajality z\u00e1kazn\u00edk\u016f<\/strong>, se budeme v\u011bnovat tomu, jak si NPS\u00ae<\/sup> vytvo\u0159it p\u0159\u00edmo v Surviu<\/strong>, abychom efektivn\u011b zm\u011b\u0159ili a zjistili v\u0161e pot\u0159ebn\u00e9<\/strong>. V minul\u00fdch d\u00edlech jsme objasnili, co to NPS\u00ae<\/sup> vlastn\u011b je<\/a>, jak\u00fdm zp\u016fsobem se m\u011b\u0159\u00ed<\/a>, jak vn\u00edmat jeho hodnotic\u00ed \u0161k\u00e1lu<\/a> a jak zpracovat jeho v\u00fdsledky<\/a>. To cel\u00e9 jsme n\u00e1sledn\u011b demonstrovali na p\u0159\u00edkladu re\u00e1ln\u00e9ho pou\u017eit\u00ed NPS\u00ae<\/sup> ve firm\u011b Webnode<\/a> a uk\u00e1zali si, jak si jej ve firm\u011b nastavili a jak s n\u00edm zach\u00e1z\u00ed.<\/span><\/p>\n

NPS\u00ae<\/sup> se v Surviu chov\u00e1 vlastn\u011b jako jeden z druh\u016f ot\u00e1zek<\/strong>, tud\u00ed\u017e jej m\u016f\u017eete vyu\u017e\u00edt jak samostatn\u011b, tak jako sou\u010d\u00e1st komplexn\u011bj\u0161\u00edho dotazn\u00edku. Standardn\u00ed zn\u011bn\u00ed ot\u00e1zky je u\u017e za v\u00e1s automaticky p\u0159edchyst\u00e1no<\/strong> ve v\u00e1mi zvolen\u00e9m ovl\u00e1dac\u00edm jazyce. M\u00e1te-li v\u0161ak pocit, \u017ee jej\u00ed uzp\u016fsoben\u00e9 variant\u011b by va\u0161i respondenti l\u00e9pe porozum\u011bli, m\u016f\u017eete si text pozm\u011bni<\/strong>t k obrazu sv\u00e9mu – nap\u0159\u00edklad doplnit n\u00e1zev sv\u00e9 firmy nebo ji p\u0159eformulovat. Typick\u00e1 hodnotic\u00ed \u0161k\u00e1la<\/strong>, na n\u00ed\u017e je princip NPS\u00ae<\/sup> zalo\u017een, je ale nem\u011bnn\u00e1<\/strong>.<\/span><\/p>\n

\"NPS<\/p>\n\n

Jak na to?<\/h2>\n

Po p\u0159ihl\u00e1\u0161en\u00ed do va\u0161eho \u00fa\u010dtu, vytvo\u0159\u00edte nov\u00fd dotazn\u00edk<\/strong> a sep\u00ed\u0161ete \u00favodn\u00ed text<\/strong>, kde se pokus\u00edte va\u0161e respondenty motivovat k tomu, aby v\u00e1\u0161 dotazn\u00edk vyplnili. Pot\u00e9 zvol\u00edte p\u0159id\u00e1n\u00ed nov\u00e9 ot\u00e1zky<\/strong> a vyberete variantu NPS\u00ae<\/sup><\/strong>. Pokud kliknete na samotnou ot\u00e1zku a zvol\u00edte mo\u017enost upravit, budete moci editovat ve\u0161ker\u00e1 jej\u00ed textov\u00e1 pole<\/strong>.\u00a0<\/span>Ke ka\u017ed\u00e9 NPS\u00ae<\/sup> ot\u00e1zce se pak d\u00e1 zpravidla nahr\u00e1t i obr\u00e1zek, logo \u010di video.<\/p>\n\n

Tip:<\/strong> V\u017edy je dobr\u00e9 se zamyslet nad t\u00edm, zda tomu, jak jste ot\u00e1zku formulovali, budou va\u0161i respondenti dob\u0159e rozum\u011bt.<\/strong> Ot\u00e1zka je standardn\u011b formulovan\u00e1 takto: \u201cS jakou pravd\u011bpodobnost\u00ed byste n\u00e1s doporu\u010dili sv\u00fdm p\u0159\u00e1tel\u016fm?\u201d. Jak se v\u0161ak uk\u00e1zalo, ne v\u0161ichni j\u00ed v\u017edy porozum\u00ed spr\u00e1vn\u011b, a tak nen\u00ed v dan\u00fdch p\u0159\u00edpadech od v\u011bci nap\u0159\u00edklad vysv\u011btlen\u00ed, \u017ee se jedn\u00e1 pouze o hypotetick\u00e9 doporu\u010den\u00ed v p\u0159\u00edpad\u011b, \u017ee by va\u0161i p\u0159\u00e1tel\u00e9, \u010di zn\u00e1m\u00ed, zrovna takov\u00fdto produkt sh\u00e1n\u011bli nebo m\u011bli pou\u017e\u00edt.<\/div>\n

N\u00e1sledn\u011b si v nastaven\u00ed dotazn\u00edku<\/strong> m\u016f\u017eete krom\u011b klasick\u00fdch alternativ nastaven\u00ed (nap\u0159. aktivovat\/deaktivovat dotazn\u00edk, omezit jeho \u010dasovou platnost, nastavit mo\u017enost v\u00edcen\u00e1sobn\u00e9ho vypln\u011bn\u00ed, logiku a \u010d\u00edslov\u00e1n\u00ed ot\u00e1zek, jazyk a URL dotazn\u00edku, sd\u00edlen\u00ed na soci\u00e1ln\u00edch s\u00edt\u00edch apod.) vyb\u00edrat i z roz\u0161\u00ed\u0159en\u00fdch mo\u017enost\u00ed<\/strong>. Nastavit si m\u016f\u017eete nap\u0159\u00edklad to, \u017ee v\u00e1m konkr\u00e9tn\u00ed vypln\u011bn\u00e9 odpov\u011bdi budou chodit p\u0159\u00edmo do mailu nebo ozn\u00e1men\u00ed o nich na Slack<\/strong>. V p\u0159\u00edpad\u011b NPS\u00ae<\/sup> je tato funkce rozhodn\u011b v\u00fdhodou, jeliko\u017e v p\u0159\u00edpad\u011b velmi negativn\u00edch hodnocen\u00ed m\u016f\u017eete stihnout hned reagovat<\/strong>, probl\u00e9m promptn\u011b \u0159e\u0161it a zachytit tak z\u00e1kazn\u00edky \u010di u\u017eivatele p\u0159ed \u00faprkem ke konkurenci.<\/span><\/p>\n

Pomoc\u00ed z\u00e1lo\u017eky Sb\u011br odpov\u011bd\u00ed v horn\u00edm menu si nastav\u00edte, jak\u00fdm zp\u016fsobem chcete va\u0161e NPS\u00ae<\/sup> dostat mezi lidi<\/strong>. V tomt\u00e9\u017e menu, v sekci V\u00fdsledky, si n\u00e1sledn\u011b m\u016f\u017eete zobrazit nasb\u00edran\u00e1 hodnocen\u00ed a jejich anal\u00fdzu<\/strong>. Ta se zobrazuje v pro NPS\u00ae<\/sup> typick\u00e9m grafu a mimo procentu\u00e1ln\u00ed v\u00fdsledek<\/strong> ukazuje i to, kolik lid\u00ed ud\u011blilo jak\u00e1 hodnocen\u00ed a tak\u00e9 celkov\u00e9 zastoupen\u00ed kritik\u016f, neutr\u00e1l\u016f a p\u0159\u00edznivc\u016f. Jednotliv\u00e9 odpov\u011bdi si m\u016f\u017eete i st\u00e1hnout<\/strong>, a to v kter\u00e9mkoliv z form\u00e1t\u016f PDF, DOCx, PPTx, XLSx, CSV, GoogleSpreadsheets, XML.\u00a0<\/span><\/p>\n\n

Jak u\u017e jsme poznamenali v d\u0159\u00edv\u011bj\u0161\u00edch d\u00edlech na\u0161eho seri\u00e1lu, procentu\u00e1ln\u00ed v\u00fdsledek NPS\u00ae<\/sup> zhruba vyjad\u0159uje stav toho, jak si va\u0161e firma na trhu vede<\/strong> a d\u00e1 se na n\u011bm p\u011bkn\u011b sledovat vzestup \u010di p\u00e1d. M\u016f\u017ee tak indikovat nastupuj\u00edc\u00ed probl\u00e9my<\/strong> a upozornit v\u00e1s, \u017ee se n\u011bkde mo\u017en\u00e1 d\u011bje n\u011bco \u0161patn\u011b. Od tohoto v\u00fdsledku v\u0161ak nem\u016f\u017eeme \u010dekat ani extr\u00e9mn\u011b pozitivn\u00ed procenta. Je nutn\u00e9 si uv\u011bdomovat, \u017ee i n\u00edzk\u00e9 procento m\u016f\u017ee ve va\u0161em odv\u011btv\u00ed znamenat dobr\u00fd v\u00fdsledek<\/strong>.<\/div>\n

\"Net<\/h2>\n

Jak b\u00fdt je\u0161t\u011b o krok nap\u0159ed?<\/h2>\n

V r\u00e1mci speci\u00e1ln\u00edch placen\u00fdch slu\u017eeb si lze tak\u00e9 pro jednotliv\u00e9 dotazn\u00edky nastavit mo\u017enost zas\u00edl\u00e1n\u00ed souhrnn\u00fdch report\u016f s v\u00fdsledky v pravideln\u00fdch intervalech<\/strong> – nap\u0159\u00edklad ka\u017ed\u00fd t\u00fdden. Ty m\u016f\u017eete n\u00e1sledn\u011b kr\u00e1sn\u011b a snadno porovn\u00e1vat mezi sebou<\/strong> a vn\u00edmat, zda je va\u0161e firma na dobr\u00e9 cest\u011b, \u010di d\u011blat si benchmarking<\/strong> mezi jednotliv\u00fdmi t\u00fddny, odd\u011blen\u00edmi nebo pobo\u010dkami. M\u016f\u017eete si tak\u00e9 nastavit, \u017ee v p\u0159\u00edpad\u011b velmi negativn\u00edho a kritick\u00e9ho hodnocen\u00ed 3 a m\u00e9n\u011b bude upozorn\u011bn n\u011bkdo z nejvy\u0161\u0161\u00edho veden\u00ed<\/strong>, kter\u00fd si tak tento p\u0159\u00edpad m\u016f\u017ee okam\u017eit\u011b p\u0159evz\u00edt pod kontrolu<\/strong> a za\u010d\u00edt jej p\u0159\u00edmo se z\u00e1kazn\u00edkem \u0159e\u0161it.<\/span><\/p>\n

Jak je vid\u011bt, Net Promoter Score\u00ae<\/sup> je rozhodn\u011b chytr\u00fd n\u00e1stroj. Poda\u0159\u00ed-li se v\u00e1m si jej spr\u00e1vn\u011b nastavit a p\u0159izp\u016fsobit pot\u0159eb\u00e1m va\u0161\u00ed firmy, m\u016f\u017ee b\u00fdt v\u00e1m a va\u0161\u00ed firm\u011b skute\u010dn\u00fdm pomocn\u00edkem<\/strong>, a\u0165 u\u017e p\u0159i indikaci mo\u017en\u00e9ho probl\u00e9mu nebo jako zdroj inspirace (z dobrovoln\u00e9ho slovn\u00edho hodnocen\u00ed). Vyzkou\u0161ejte si to se Surviem<\/strong> krok za krokem, a to bu\u010f v r\u00e1mci va\u0161eho st\u00e1vaj\u00edc\u00edho Elite bal\u00ed\u010dku<\/strong>, nebo n\u00e1m napi\u0161te o bezplatnou zku\u0161ebn\u00ed demo verzi<\/strong> na <\/span>support@survio.com<\/span><\/a>. <\/span>Nezapome\u0148te n\u00e1s d\u00e1le sledovat, pos\u00edlejte dotazy, p\u0159ipom\u00ednky a koment\u00e1\u0159e prost\u0159ednictv\u00edm <\/span>Facebooku<\/span><\/a>, <\/span>Twitteru<\/span><\/a> nebo <\/span>mailem<\/span><\/a> a nenechte si nic uj\u00edt!<\/span><\/p>","protected":false},"excerpt":{"rendered":"

Ve \u010dtvrt\u00e9m a fin\u00e1ln\u00edm d\u00edlu na\u0161eho seri\u00e1lu o Net Promoter Score\u00ae, popul\u00e1rn\u00edm n\u00e1stroji na m\u011b\u0159en\u00ed loajality z\u00e1kazn\u00edk\u016f, se budeme v\u011bnovat tomu, jak si NPS\u00ae vytvo\u0159it p\u0159\u00edmo v Surviu, abychom efektivn\u011b zm\u011b\u0159ili a zjistili v\u0161e pot\u0159ebn\u00e9.…<\/div>\n","protected":false},"author":3,"featured_media":3993,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[57],"tags":[27,29],"class_list":["post-3989","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-survio-pro-marketing","tag-net-promoter-score","tag-nps"],"_links":{"self":[{"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/posts\/3989","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/comments?post=3989"}],"version-history":[{"count":4,"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/posts\/3989\/revisions"}],"predecessor-version":[{"id":4712,"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/posts\/3989\/revisions\/4712"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/media\/3993"}],"wp:attachment":[{"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/media?parent=3989"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/categories?post=3989"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog-cz.survio.com\/wp-json\/wp\/v2\/tags?post=3989"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}