{"id":15762,"date":"2021-08-25T10:53:05","date_gmt":"2021-08-25T03:53:05","guid":{"rendered":"https:\/\/legiavanphongpham.com\/?p=15762"},"modified":"2021-08-25T16:23:07","modified_gmt":"2021-08-25T09:23:07","slug":"lam-the-nao-de-dat-duoc-su-hai-long-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/legiavanphongpham.com\/index.php\/2021\/08\/25\/lam-the-nao-de-dat-duoc-su-hai-long-cua-khach-hang\/","title":{"rendered":"L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng?"},"content":{"rendered":"

Th\u00ea\u0301 na\u0300o la\u0300 s\u01b0\u0323 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch ha\u0300ng? C\u00e1c ph\u01b0\u01a1ng ph\u00e1p kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/p>\n

Trong kinh doanh, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 v\u00f4 c\u00f9ng quan tr\u1ecdng, tr\u1ef1c ti\u1ebfp quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn s\u1ef1 th\u00e0nh b\u1ea1i c\u1ee7a m\u1ed9t doanh nghi\u1ec7p. Doanh nghi\u1ec7p mu\u1ed1n th\u00e0nh c\u00f4ng x\u00e2y d\u1ef1ng m\u1ed9t h\u1ec7 th\u1ed1ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 trung th\u00e0nh th\u00ec kh\u00f4ng th\u1ec3 b\u1ecf qua vi\u1ec7c n\u1eafm b\u1eaft m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p, h\u00e3y c\u00f9ng theo d\u00f5i b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c l\u1eddi gi\u1ea3i \u0111\u00e1p chi ti\u1ebft nh\u1ea5t.<\/p>\n

S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/p>\n

S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong> l\u00e0 m\u1ed9t d\u1ea1ng c\u1ea3m gi\u00e1c th\u1ecfa m\u00e3n<\/strong> sau khi nh\u1eefng k\u1ef3 v\u1ecdng<\/strong>, y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng<\/strong>, ch\u00fang \u0111\u01b0\u1ee3c h\u00ecnh th\u00e0nh th\u00f4ng qua qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m v\u00e0 t\u00edch l\u0169y khi mua s\u1eafm ho\u1eb7c s\u1eed d\u1ee5ng c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 do doanh nghi\u1ec7p cung c\u1ea5p.<\/p>\n

\"\"<\/p>\n

S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Satisfaction)<\/p>\n

Hi\u1ec7n nay, c\u00f3 kh\u00e1 nhi\u1ec1u \u00fd ki\u1ebfn li\u00ean quan \u0111\u1ebfn \u0111\u1ecbnh ngh\u0129a v\u1ec1 \u201cs\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng\u201d, nh\u1eefng nh\u00e0 nghi\u00ean c\u1ee9u n\u1ed5i ti\u1ebfng c\u0169ng c\u00f3 nh\u1eefng nh\u1eadn \u0111\u1ecbnh ri\u00eang c\u1ee7a m\u00ecnh:<\/p>\n

Theo Kotler (2000): \u201cS\u1ef1 h\u00e0i l\u00f2ng nh\u01b0 l\u00e0 m\u1ed9t c\u1ea3m gi\u00e1c h\u00e0i l\u00f2ng ho\u1eb7c th\u1ea5t v\u1ecdng c\u1ee7a m\u1ed9t ng\u01b0\u1eddi b\u1eb1ng k\u1ebft qu\u1ea3 c\u1ee7a vi\u1ec7c so s\u00e1nh th\u1ef1c t\u1ebf nh\u1eadn \u0111\u01b0\u1ee3c c\u1ee7a s\u1ea3n ph\u1ea9m (hay k\u1ebft qu\u1ea3) trong m\u1ed1i li\u00ean h\u1ec7 v\u1edbi nh\u1eefng mong \u0111\u1ee3i c\u1ee7a h\u1ecd\u201d. C\u00f3 ngh\u0129a l\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng s\u1ebd ph\u1ee5c thu\u1ed9c v\u00e0o s\u1ef1 k\u1ef3 v\u1ecdng v\u00e0 k\u1ebft qu\u1ea3 nh\u1eadn \u0111\u01b0\u1ee3c, n\u1ebfu k\u1ef3 v\u1ecdng cao h\u01a1n k\u1ebft qu\u1ea3 th\u1ef1c t\u1ebf kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng h\u00e0i l\u00f2ng, n\u1ebfu th\u1ef1c t\u1ebf t\u01b0\u01a1ng x\u1ee9ng ho\u1eb7c cao h\u01a1n k\u1ef3 v\u1ecdng th\u00ec kh\u00e1ch h\u00e0ng s\u1ebd h\u00e0i l\u00f2ng ho\u1eb7c r\u1ea5t h\u00e0i l\u00f2ng. <\/p>\n

Theo Hansemark v\u00e0 Albinsson (2004): \u201cS\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t th\u00e1i \u0111\u1ed9 t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi m\u1ed9t nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5, ho\u1eb7c m\u1ed9t c\u1ea3m x\u00fac ph\u1ea3n \u1ee9ng v\u1edbi s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng d\u1ef1 \u0111o\u00e1n tr\u01b0\u1edbc v\u00e0 nh\u1eefng g\u00ec h\u1ecd ti\u1ebfp nh\u1eadn, \u0111\u1ed1i v\u1edbi s\u1ef1 \u0111\u00e1p \u1ee9ng m\u1ed9t s\u1ed1 nhu c\u1ea7u, m\u1ee5c ti\u00eau hay mong mu\u1ed1n\u201d.<\/p>\n

Nh\u01b0 v\u1eady c\u00f3 th\u1ec3 hi\u1ec3u m\u1ed9t c\u00e1ch \u0111\u01a1n gi\u1ea3n th\u00ec sau khi mua h\u00e0ng v\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 n\u00e0o \u0111\u00f3, kh\u00e1ch h\u00e0ng s\u1ebd xu\u1ea5t hi\u1ec7n m\u1ed9t s\u1ef1 so s\u00e1nh gi\u1eefa k\u1ef3 v\u1ecdng v\u00e0 hi\u1ec7n th\u1ef1c, t\u1eeb \u0111\u00f3 s\u1ebd th\u1ec3 hi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng n\u1ebfu hi\u1ec7n th\u1ef1c \u0111\u00fang nh\u01b0 k\u1ef3 v\u1ecdng ho\u1eb7c kh\u00f4ng h\u00e0i l\u00f2ng n\u1ebfu hi\u1ec7n th\u1ef1c . <\/p>\n

T\u1ea7m quan tr\u1ecdng c\u1ee7a s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p<\/p>\n

L\u00e0 m\u1ed9t ng\u01b0\u1eddi kinh doanh, ch\u1eafc ch\u1eafn b\u1ea1n ph\u1ea3i bi\u1ebft kh\u00e1ch h\u00e0ng l\u00e0 t\u00e0i s\u1ea3n v\u00f4 gi\u00e1 v\u00e0 vi\u1ec7c l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 m\u1ee5c ti\u00eau h\u00e0nh \u0111\u1ea7u c\u1ee7a m\u1ed7i doanh nghi\u1ec7p. Khi m\u00e0 n\u1ec1n kinh t\u1ebf th\u1ecb tr\u01b0\u1eddng ph\u00e1t tri\u1ec3n, m\u1ee9c \u0111\u1ed9 c\u1ea1nh tranh gi\u1eefa c\u00e1c doanh nghi\u1ec7p ng\u00e0y c\u00e0ng tr\u1edf n\u00ean gay g\u1eaft, mu\u1ed1n t\u1ed3n t\u1ea1i th\u00ec ngo\u00e0i ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m t\u1ed1t doanh nghi\u1ec7p c\u00f2n ph\u1ea3i c\u00f3 m\u1ed9t d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c chuy\u00ean nghi\u1ec7p \u1edf tr\u01b0\u1edbc, trong v\u00e0 sau khi b\u00e1n.<\/p>\n

B\u1ea5t c\u1ee9 m\u1ed9t doanh nghi\u1ec7p n\u00e0o ra \u0111\u1eddi \u0111\u1ec1u ph\u1ea3i c\u00f3 k\u1ebf ho\u1ea1ch x\u00e2y d\u1ef1ng cho m\u00ecnh m\u1ed9t h\u1ec7 th\u1ed1ng kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 ti\u1ec1m n\u0103ng. M\u1ed9t khi doanh nghi\u1ec7p ch\u1ecdn \u0111\u01b0\u1ee3c nh\u1eefng \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p v\u00e0 t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng cho h\u1ecd c\u0169ng ch\u00ednh l\u00e0 l\u00fac doanh nghi\u1ec7p x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c ngu\u1ed3n kh\u00e1ch h\u00e0ng trung th\u00e0nh nh\u1ea5t.<\/p>\n

L\u00f2ng trung th\u00e0nh ch\u00ednh l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng gi\u00fap doanh nghi\u1ec7p gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 g\u1eafn b\u00f3 m\u1eadt thi\u1ebft gi\u1eefa 2 b\u00ean, \u0111\u1ed3ng th\u1eddi \u1ed5n \u0111\u1ecbnh ho\u1ea1t \u0111\u1ed9ng v\u00e0 gi\u00fap doanh nghi\u1ec7p v\u01b0\u1ee3t qua nh\u1eefng giai \u0111o\u1ea1n kh\u00f3 kh\u0103n nh\u1ea5t.<\/p>\n

Ni\u1ec1m tin c\u1ee7a kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u1edbi doanh nghi\u1ec7p r\u1ea5t l\u1edbn, v\u00ec th\u1ebf d\u00f9 \u1edf b\u1ea5t c\u1ee9 ho\u00e0n c\u1ea3nh n\u00e0o h\u1ecd v\u1eabn s\u1ebd lu\u00f4n s\u1eb5n s\u00e0ng \u0111\u1ed3ng h\u00e0nh c\u00f9ng doanh nghi\u1ec7p. \u0110\u00e2y c\u0169ng l\u00e0 l\u00fd do v\u00ec sao m\u00e0 doanh nghi\u1ec7p lu\u00f4n ph\u1ea3i c\u00f3 k\u1ebf ho\u1ea1ch \u0111\u1ec3 gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Kh\u00e1ch h\u00e0ng l\u00e0 t\u00e0i s\u1ea3n v\u00f4 gi\u00e1 c\u1ee7a doanh nghi\u1ec7p<\/p>\n

Nh\u1eefng y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n

T\u00f9y thu\u1ed9c v\u00e0o t\u1eebng ng\u00e0nh ngh\u1ec1, l\u0129nh v\u1ef1c s\u1ebd c\u00f3 nh\u1eefng y\u1ebfu t\u1ed1 \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, nh\u00ecn chung s\u1ebd c\u00f3 nh\u1eefng ti\u00eau chu\u1ea9n c\u01a1 b\u1ea3n sau:<\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ph\u00eda doanh nghi\u1ec7p cung c\u1ea5p<\/p>\n

\u0110i\u1ec1u \u0111\u1ea7u ti\u00ean ch\u00ednh l\u00e0 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 m\u00e0 ph\u00eda doanh nghi\u1ec7p cung c\u1ea5p. Nh\u01b0 \u0111\u00e3 n\u00f3i s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 s\u1ef1 so s\u00e1nh gi\u1eefa k\u1ef3 v\u1ecdng v\u00e0 hi\u1ec7n th\u1ef1c, do \u0111\u00f3 nh\u1eefng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng, gi\u1ed1ng v\u1edbi k\u1ef3 v\u1ecdng v\u00e0 qu\u1ea3ng c\u00e1o th\u00ec s\u1ebd cho m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u00e0ng cao.<\/p>\n

N\u1ebfu nh\u01b0 doanh nghi\u1ec7p kh\u00f4ng th\u1ec3 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 th\u00ec ch\u1eafc ch\u1eafn s\u1ef1 h\u00e0i l\u00f2ng s\u1ebd b\u1ecb gi\u1ea3m \u0111i \u0111\u00e1ng k\u1ec3.<\/p>\n

Gi\u00e1 th\u00e0nh s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5<\/p>\n

Tr\u01b0\u1edbc khi doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c s\u1ef1 tin t\u01b0\u1edfng c\u1ee7a kh\u00e1ch h\u00e0ng th\u00ec vi\u1ec7c \u00e1p d\u1ee5ng m\u1ed9t m\u1ee9c gi\u00e1 ph\u00f9 h\u1ee3p v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00ecnh cung c\u1ea5p s\u1ebd g\u00f3p ph\u1ea7n gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

V\u1edbi th\u1ecb tr\u01b0\u1eddng xu\u1ea5t hi\u1ec7n nhi\u1ec1u \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh, doanh nghi\u1ec7p n\u00ean nghi\u00ean c\u1ee9u \u0111\u1ec3 \u0111\u01b0a ra m\u1ee9c gi\u00e1 t\u1ed1t nh\u1ea5t, k\u00e8m theo c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i khuy\u1ebfn m\u00e3i. Kh\u00e1ch h\u00e0ng s\u1ebd c\u0103n c\u1ee9 v\u00e0o gi\u00e1 th\u00e0nh \u0111\u1ec3 quy\u1ebft \u0111\u1ecbnh s\u1eed d\u1ee5ng v\u00e0 t\u1ea5t nhi\u00ean n\u1ebfu s\u1ea3n ph\u1ea9m t\u1ed1t gi\u00e1 th\u00e0nh ph\u1ea3i ch\u0103ng th\u00ec \u0111a s\u1ed1 kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u1ec1u h\u00e0i l\u00f2ng.<\/p>\n

D\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/p>\n

N\u1ebfu c\u00e1c doanh nghi\u1ec7p kh\u00e1c c\u0169ng b\u00e1n s\u1ea3n ph\u1ea9m ch\u1ea5t l\u01b0\u1ee3ng, m\u1ee9c gi\u00e1 c\u1ea1nh tranh v\u1eady th\u00ec l\u00e0m sao \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 h\u00e0i l\u00f2ng v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. L\u00fac n\u00e0y, d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p tr\u01b0\u1edbc, trong v\u00e0 sau c\u1ee7a doanh nghi\u1ec7p s\u1ebd quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn \u0111i\u1ec1u \u0111\u00f3.<\/p>\n

Nhu c\u1ea7u c\u1ee7a con ng\u01b0\u1eddi ng\u00e0y c\u00e0ng cao, vi\u1ec7c doanh nghi\u1ec7p c\u00f3 ch\u1ebf \u0111\u1ed9 ph\u1ee5c v\u1ee5 chuy\u00ean nghi\u1ec7p s\u1ebd l\u00e0 \u0111i\u1ec3m m\u1ea1nh \u0111\u1ec3 kh\u00e1ch h\u00e0ng tin t\u01b0\u1edfng v\u00e0 h\u00e0i l\u00f2ng h\u01a1n v\u1edbi nh\u1eefng g\u00ec m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p.<\/p>\n

C\u00e1c m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n

M\u1ee9c \u0111\u1ed9 \u01b0ng \u00fd, h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd d\u1ef1a theo thang \u0111i\u1ec3m 5 v\u00e0 chia th\u00e0nh 3 m\u1ee9c \u0111\u1ed9 ch\u00ednh: Kh\u00f4ng h\u00e0i l\u00f2ng (1 -2 \u0111i\u1ec3m), h\u00e0i l\u00f2ng (3 \u2013 4 \u0111i\u1ec3m) \u0111\u1ebfn c\u1ef1c k\u1ef3 h\u00e0i l\u00f2ng (5 \u0111i\u1ec3m).<\/p>\n

5 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n

M\u1ee9c \u0111\u1ed9 m\u1ed9t: Kh\u00f4ng h\u00e0i l\u00f2ng (1 \u2013 2 \u0111i\u1ec3m)<\/p>\n

\u0110\u00e2y \u0111\u01b0\u1ee3c xem l\u00e0 c\u1ea5p \u0111\u1ed9 th\u1ea5p nh\u1ea5t, v\u00ec m\u1ed9t s\u1ed1 nguy\u00ean nh\u00e2n n\u00e0o \u0111\u00f3 m\u00e0 kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ea5y h\u00e0i l\u00f2ng v\u1edbi nh\u1eefng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p.<\/p>\n

M\u1ed9t khi kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y kh\u00f4ng h\u00e0i l\u00f2ng s\u1ebd \u201cquay l\u01b0ng\u201d v\u1edbi doanh nghi\u1ec7p v\u0129nh vi\u1ec5n, nghi\u00eam tr\u1ecdng h\u01a1n h\u1ecd c\u00f2n c\u00f3 th\u1ec3 lan truy\u1ec1n nh\u1eefng th\u00f4ng tin x\u1ea5u v\u1ec1 doanh nghi\u1ec7p \u0111\u1ebfn nh\u1eefng ng\u01b0\u1eddi xung \u1ea3nh, g\u00e2y \u1ea3nh h\u01b0\u1edfng t\u1edbi quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng c\u1ee7a ng\u01b0\u1eddi kh\u00e1c.<\/p>\n

M\u1ee9c \u0111\u1ed9 hai: H\u00e0i l\u00f2ng (3 \u2013 4 \u0111i\u1ec3m)<\/p>\n

\u1ede m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng trung b\u00ecnh, ng\u01b0\u1eddi mua h\u00e0ng c\u00f3 th\u1ec3 s\u1ebd c\u1ea3m th\u1ea5y \u01b0ng \u00fd sau khi s\u1eed d\u1ee5ng nh\u01b0ng kh\u00f4ng c\u00f3 \u0111i\u1ec1u g\u00ec \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd ch\u1eafc ch\u1eafn quay tr\u1edf l\u1ea1i v\u00e0 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

H\u1ecd c\u1ea3m th\u1ea5y b\u00ecnh th\u01b0\u1eddng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p mang l\u1ea1i, v\u00ec th\u1ebf h\u1ecd s\u1ebd kh\u00f4ng truy\u1ec1n \u0111i\u1ec1u x\u1ea5u nh\u01b0ng c\u0169ng kh\u00f4ng n\u00f3i t\u1ed1t v\u1ec1 doanh nghi\u1ec7p v\u1edbi nh\u1eefng ng\u01b0\u1eddi xung quanh. <\/p>\n

M\u1ee9c \u0111\u1ed9 ba: C\u1ef1c k\u1ef3 h\u00e0i l\u00f2ng (5 \u0111i\u1ec3m)<\/p>\n

\u0110\u00e2y l\u00e0 m\u1ee9c \u0111\u1ed9 cao nh\u1ea5t, th\u1ec3 hi\u1ec7n r\u1eb1ng kh\u00e1ch h\u00e0ng ch\u1eafc ch\u1eafn r\u1ea5t h\u00e0i l\u00f2ng v\u1edbi nh\u1eefng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p.<\/p>\n

Kh\u00e1ch h\u00e0ng \u1edf m\u1ee9c \u0111\u1ed9 c\u1ef1c k\u1ef3 h\u00e0i l\u00f2ng s\u1ebd l\u00e0 kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a doanh nghi\u1ec7p, h\u1ecd s\u1ebd gi\u1edbi thi\u1ec7u t\u1ed1t v\u1ec1 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n v\u1edbi nh\u1eefng ng\u01b0\u1eddi xung quanh, \u0111\u1ed3ng th\u1eddi \u0111\u00e1nh gi\u00e1, ph\u1ea3n h\u1ed3i v\u00e0 \u0111\u00f3ng g\u00f3p \u00fd ki\u1ebfn m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty.<\/p>\n

C\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n

Hi\u1ec7n nay, \u0111\u1ec3 c\u00f3 th\u1ec3 kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng 2 ph\u01b0\u01a1ng ph\u00e1p ph\u1ed5 bi\u1ebfn sau:<\/p>\n

Ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng gi\u00e1n ti\u1ebfp<\/p>\n

Nh\u00e0 nghi\u00ean c\u1ee9u s\u1ebd s\u1eed d\u1ee5ng c\u00e1c ph\u01b0\u01a1ng ph\u00e1p nh\u01b0 th\u1eed nghi\u1ec7m, quan s\u00e1t h\u00e0nh vi \u0111\u1ec3 bi\u1ebft kh\u00e1ch h\u00e0ng c\u00f3 \u0111ang h\u00e0i l\u00f2ng hay kh\u00f4ng. Kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng bi\u1ebft m\u00ecnh \u0111ang l\u00e0 \u0111\u1ed1i t\u01b0\u1ee3ng nghi\u00ean c\u1ee9u v\u00e0 s\u1ebd t\u1ef1 nhi\u00ean nh\u1ea5t, do \u0111\u00f3 d\u1eef li\u1ec7u thu v\u1ec1 kh\u00e1ch quan. Tuy nhi\u00ean, ph\u01b0\u01a1ng ph\u00e1p n\u00e0y c\u00f3 chi ph\u00ed cao, ch\u1ec9 s\u1eed d\u1ee5ng tr\u00ean quy m\u00f4 h\u1ea1n ch\u1ebf v\u00e0 ch\u1ec9 mang t\u00ednh c\u00e1 th\u1ec3.<\/p>\n

Ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng tr\u1ef1c ti\u1ebfp<\/p>\n

Kh\u1ea3o s\u00e1t qua cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i, ph\u1ecfng v\u1ea5n tr\u1ef1c ti\u1ebfp kh\u00e1ch h\u00e0ng, kh\u1ea3o s\u00e1t online (b\u1eb1ng email, b\u1ea3ng h\u1ecfi) l\u00e0 nh\u1eefng ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng tr\u1ef1c ti\u1ebfp ph\u1ed5 bi\u1ebfn \u0111\u01b0\u1ee3c nhi\u1ec1u doanh nghi\u1ec7p l\u1ef1a ch\u1ecdn. Ph\u01b0\u01a1ng ph\u00e1p n\u00e0y s\u1ebd \u0111o l\u01b0\u1eddng v\u00e0 \u0111\u00e1nh gi\u00e1 tr\u1ef1c ti\u1ebfp v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng. D\u1eef li\u1ec7u c\u00f3 th\u1ec3 b\u1ecb chi ph\u1ed1i b\u1edfi m\u00f4i tr\u01b0\u1eddng xung quanh kh\u00e1ch h\u00e0ng nh\u01b0 th\u00e1i \u0111\u1ed9 ti\u00eau c\u1ef1c c\u1ee7a ng\u01b0\u1eddi n\u00e0y c\u00f3 th\u1ec3 l\u00e2y sang ng\u01b0\u1eddi kh\u00e1c. Tuy nhi\u00ean, ph\u01b0\u01a1ng ph\u00e1p n\u00e0y c\u00f3 chi ph\u00ed kh\u00f4ng cao, c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng kh\u1ea3o s\u00e1t tr\u00ean quy m\u00f4 l\u1edbn v\u00e0 \u0111\u1ea1i di\u1ec7n \u0111\u01b0\u1ee3c cho qu\u1ea7n th\u1ec3.<\/p>\n

C\u00e1c ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1, \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n

\u0110\u1ec3 \u0111\u1ecbnh l\u01b0\u1ee3ng \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng hay trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p ng\u01b0\u1eddi ta s\u1ebd s\u1eed d\u1ee5ng 3 ch\u1ec9 s\u1ed1 quan tr\u1ecdng NSP, CSAT v\u00e0 CES.<\/p>\n

V\u00ec sao c\u1ea7n \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng?<\/p>\n

C\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng, \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 th\u01b0\u1edbc \u0111o \u0111\u1ec3 ph\u1ea3n \u00e1nh \u0111\u01b0\u1ee3c nh\u1eefng k\u1ef3 v\u1ecdng, mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi nh\u1eefng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p.<\/p>\n

M\u1ed9t khi doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u1ed1ng k\u00ea ch\u00ednh x\u00e1c v\u00e0 qu\u1ea3n l\u00fd \u0111\u01b0\u1ee3c nh\u1eefng ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng quan tr\u1ecdng n\u00e0y th\u00ec vi\u1ec7c n\u1eafm b\u1eaft nhu c\u1ea7u th\u1ef1c t\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd d\u1ec5 d\u00e0ng h\u01a1n, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra \u0111\u01b0\u1ee3c k\u1ebf ho\u1ea1ch \u201cchinh ph\u1ee5c\u201d kh\u00e1ch h\u00e0ng \u0111\u1ec3 gia t\u0103ng hi\u1ec7u qu\u1ea3 kinh doanh \u0111\u1ec3 c\u00f3 th\u1ec3 c\u1ea1nh tranh t\u1ed1t nh\u1ea5t v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 kh\u00e1c tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/p>\n

C\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng NPS CSAT CES<\/p>\n

Ch\u1ec9 s\u1ed1 Net Promoter Score (NPS)<\/p>\n

NPS l\u00e0 t\u1eeb vi\u1ebft t\u1eaft c\u1ee7a Net Promoter Score \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh v\u00e0 thi\u1ec7n c\u1ea3m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi nh\u1eefng d\u1ecbch v\u1ee5\/s\u1ea3n ph\u1ea9m m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p. B\u00ean c\u1ea1nh \u0111\u00f3, ch\u1ec9 s\u1ed1 n\u00e0y c\u0169ng cho bi\u1ebft c\u00f3 bao nhi\u00eau ng\u01b0\u1eddi s\u1ebd gi\u1edbi thi\u1ec7u cho m\u1ecdi ng\u01b0\u1eddi xung quanh s\u1eed d\u1ee5ng c\u00e1c s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p. Bao nhi\u00eau ng\u01b0\u1eddi ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c cho ng\u01b0\u1eddi kh\u00e1c bi\u1ebft v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd s\u1eed d\u1ee5ng.<\/p>\n

Net Promoter Score s\u1ebd gi\u00fap doanh nghi\u1ec7p hi\u1ec3u \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 ph\u00e1t tri\u1ec3n c\u00f4ng ty trong t\u01b0\u01a1ng lai.<\/p>\n

Ch\u1ec9 s\u1ed1 NPS \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00f4ng th\u1ee9c: NPS = P \u2013 D, trong \u0111\u00f3 P l\u00e0 ph\u1ea7n tr\u0103m s\u1ed1 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00e0 D l\u00e0 ph\u1ea7n tr\u0103m s\u1ed1 kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng. NPS c\u00e0ng cao th\u00ec m\u1ee9c \u0111\u1ed9 trung th\u00e0nh v\u00e0 thi\u1ec7n c\u1ea3m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u00e0ng t\u1ed1t, nh\u1edd v\u1eady m\u00e0 doanh nghi\u1ec7p s\u1ebd c\u00f3 c\u01a1 h\u1ed9i gia t\u0103ng doanh s\u1ed1 b\u00e1n h\u00e0ng.<\/p>\n

Ch\u1ec9 s\u1ed1 Customer Satisfaction Score (CSAT)<\/p>\n

CSAT l\u00e0 t\u1eeb vi\u1ebft t\u1eaft c\u1ee7a Customer Satisfaction Score c\u00f3 th\u1ec3 hi\u1ec3u l\u00e0 ch\u1ec9 s\u1ed1 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng, \u0111o l\u01b0\u1eddng tr\u1ef1c ti\u1ebfp v\u1ec1 c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. CSAT c\u00f3 \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 5 v\u00e0 th\u01b0\u1eddng \u0111\u01b0\u1ee3c bi\u1ec3u hi\u1ec7n theo 5 s\u1eafc th\u00e1i khu\u00f4n m\u1eb7t kh\u00e1c nhau. m\u1ee9c \u0111\u1ed9 5 l\u00e0 \u201cr\u1ea5t h\u00e0i l\u00f2ng\u201d.<\/p>\n

C\u00f4ng th\u1ee9c t\u00ednh CSAT  = (s\u1ed1 kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 t\u1ed1t + kh\u00e1ch h\u00e0ng y\u00eau th\u00edch)\/ T\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng \u0111\u00e1nh gi\u00e1.<\/p>\n

Ch\u1ec9 s\u1ed1 CSAT s\u1ebd gi\u00fap doanh nghi\u1ec7p bi\u1ebft \u0111\u01b0\u1ee3c nh\u1eefng y\u1ebfu t\u1ed1 \u0111\u1ec3 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, t\u1eeb \u0111\u00f3 \u0111\u1ec1 ra chi\u1ebfn l\u01b0\u1ee3c kinh doanh v\u00e0 k\u1ebf ho\u1ea1ch qu\u1ea3ng b\u00e1 hi\u1ec7u qu\u1ea3 \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. Ngo\u00e0i ra, kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 th\u1ec3 d\u1ef1a v\u00e0o CSAT \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh c\u00f3 hay kh\u00f4ng n\u00ean s\u1eed d\u1ee5ng c\u00e1c s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 ph\u00eda doanh nghi\u1ec7p cung c\u1ea5p.<\/p>\n

Ch\u1ec9 s\u1ed1 Customer Effort Score (CES)<\/p>\n

CES l\u00e0 t\u1eeb vi\u1ebft t\u1eaft c\u1ee7a Customer Effort Score, bi\u1ec3u th\u1ecb ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng, cho bi\u1ebft kh\u00e1ch h\u00e0ng khi ti\u1ebfp x\u00fac v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u00f3 thu\u1eadn l\u1ee3i hay kh\u00f4ng. CES c\u00e0ng cao ch\u1ee9ng t\u1ecf th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a doanh nghi\u1ec7p \u0111\u00e3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng bi\u1ebft v\u00e0 nh\u1edb \u0111\u01a1n, CES th\u1ea5p ch\u1ee9ng t\u1ecf kh\u1ea3 n\u0103ng ti\u1ebfp x\u00fac v\u1edbi nh\u1eefng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p \u0111ang kh\u00f4ng hi\u1ec7u qu\u1ea3.<\/p>\n

Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng CES th\u00f4ng qua c\u00e1c kh\u1ea3o s\u00e1t khi kh\u00e1ch h\u00e0ng ti\u1ebfp c\u1eadn s\u1ea3n ph\u1ea9m ho\u1eb7c qua d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, thang \u0111i\u1ec3m c\u1ee7a CES l\u00e0 t\u1eeb 1 \u0111\u1ebfn 7, th\u1ec3 hi\u1ec7n cho 7 c\u1ea5p \u0111\u1ed9 ti\u1ebfp x\u00fac t\u1eeb \u201cr\u1ea5t kh\u00f3\u201d \u0111\u1ebfn \u201cr\u1ea5t d\u1ec5\u201d.<\/p>\n

Ch\u1ec9 s\u1ed1 CES gi\u00fap doanh nghi\u1ec7p bi\u1ebft s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u00f3 \u0111\u01b0\u1ee3c qu\u1ea3ng b\u00e1 r\u1ed9ng r\u00e3i t\u1edbi kh\u00e1ch h\u00e0ng hay kh\u00f4ng, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c marketing ph\u00f9 h\u1ee3p, t\u0103ng hi\u1ec7u qu\u1ea3 ti\u1ebfp v\u1eadn \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

L\u00e0m g\u00ec \u0111\u1ec3 gia t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng?<\/p>\n

Trong kinh doanh, b\u1ea1n ph\u1ea3i lu\u00f4n bi\u1ebft c\u00e1ch \u0111\u1ec3 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng, ch\u1ec9 nh\u01b0 v\u1eady doanh nghi\u1ec7p m\u1edbi c\u00f3 c\u01a1 h\u1ed9i c\u1ea1nh tranh v\u00e0 ph\u00e1t tri\u1ec3n tr\u00ean th\u1ecb tr\u01b0\u1eddng. H\u00e3y ghi nh\u1edb nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c sau \u0111\u00e2y \u0111\u1ec3 gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi nh\u1eefng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p nh\u00e9.<\/p>\n

Kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00f4ng c\u1ee5 \u0111o l\u01b0\u1eddng<\/p>\n

\u0110\u1ea7u ti\u00ean, doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i bi\u1ebft \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng \u0111ang c\u1ea3m th\u1ea5y nh\u01b0 th\u1ebf n\u00e0o v\u1ec1 doanh nghi\u1ec7p. \u0110\u00e2y c\u00f3 th\u1ec3 n\u00f3i l\u00e0 b\u01b0\u1edbc v\u00f4 c\u00f9ng quan tr\u1ecdng \u0111\u1ec3 doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n \u0111\u00fang h\u01b0\u1edbng, tr\u00e1nh l\u00e3ng ph\u00ed ngu\u1ed3n l\u1ef1c. Vi\u1ec7c \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng s\u1ebd cung c\u1ea5p cho doanh nghi\u1ec7p nhi\u1ec1u th\u00f4ng tin h\u1eefu \u00edch \u0111\u1ec3 c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 t\u00ecnh h\u00ecnh th\u1ef1c t\u1ebf, l\u00ean k\u1ebf ph\u00f9 h\u1ee3p nh\u1eb1m \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n t\u1ed1t nh\u1ea5t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Bi\u1ebft \u0111\u01b0\u1ee3c t\u1ea7m quan tr\u1ecdng c\u1ee7a ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng, nhi\u1ec1u doanh nghi\u1ec7p \u0111\u00e3 tri\u1ec3n khai cho kh\u00e1ch h\u00e0ng \u0111i\u1ec1n phi\u1ebfu \u0111\u00e1nh gi\u00e1 b\u1eb1ng gi\u1ea5y hay t\u1ea1o h\u00f2m th\u01b0 g\u00f3p \u00fd. Tuy nhi\u00ean ph\u01b0\u01a1ng ph\u00e1p n\u00e0y g\u1eb7p kh\u00e1 nhi\u1ec1u b\u1ea5t c\u1eadp:<\/p>\n