ម₆ᡘጣ
ૄ ᡦ ᥲ ᘥ 㞆 ɓ 㔢 ४ f 㞆 ੭ ㍉ ҳ Ը d 㡱 һ ³ ε ℓ 㤑 ึ ⡇ ˒ ᤩ ざ d Ы ৷ ⦗ ɹ ᘥ ਗ਼ ဤ
℉ d ㉷ ᠡ d 㝴 儤 λ 䔒 ฌ Ы
䥨 偲 㡈 ҁ Ό ℒ 㤄 Ը l
䉥 ⠆ І ʉ ᘥ ⊀ ː 䍘
˒ f ⡒ ί d Ά ุ 㝴 儤 ᘥ 夀
Ҟ 。 Ҭ Ց 䔒 ฌ Ң ℓ ᘥ
̋ Ý ᦉ Ҧ ʊ 㝴 ̙ 偩 Ң ℓ
Ш 㜗 ᤈ 㑰 ᦘ л ≧ ㍄ Ҽ d
π ⡇ ᘥ ˒ d ʷ ᤩ 儤 f
˒ ᠡ d Ύ 〄 ሥ 䢒 䥵 ̈ ৷ व
Ý ဢ ɨ d ɽ 㑰 儵 ՟
㔢 ᡦ 䄉 ˗ 䑶 ᝨ d
⤁ ᘥ ̹ 㝴 儤 ᠤ 䈂
㒂ןព˒ᜱdÖҪ४㍉㜗⢑ɓ 䔒ฌ⡘ᘥ४㍉ ₕϣ㡐 ᘥ ˒ Դ 㤄ᘥ ˒ Ϟ䌰Ӌᘥ ˒
1
䄉 ˗ 䑶% ᝨҙ 㤄 ≧া d( ᚆ ο 㕣 ᠤ 䈂 Ҭ 垇 ४
⢒Υ⊀ːᘥɛ㞆 䠆℠̹ᘥ䉥ᘩ 㡱≤Ը๕jGrowing IO
ਗ 夑 変 f
だ 〇 ̈ 㑄 õ 㥇 ㈂ ᘥ ช
䒗 ί ᘥ ː ⡑ 䌰 Ӌ d ᥑ Ї ᡦ
จ d ဢ ᡦ ⁓ ʔ 匷 ⠥ ᡁ 垗 ព
ʔ 㔣 ᡦ 䀳 ⡘ ⥳ ⊖ ᘥ 䄒
剓 㐹 ᘥ ׀ 㡖 垗 ព d 䌰 ⁓ ᘥ
䑴 f ′ ⁓ 㝴 儤 ᚇ ㈂ ˕ ᡅ e
᠑ d ̥ ঐ ᙶ ਿ ʱ Ϟ 㢘
ઋช ᜂ䥠
Ϊ ᤩ d ਿ ᘥ 垗 ព 䄒 จ
䠆⡑j嚓ρ∠
〕 ʔ ɓ ֛ ᔲ Ö ᘥ 䒗 ί 䌰 Ӌ f
᜴ ̀ 㔆 Ϋ 偲 d Ϟ ≧ 、 垗 ព
䌰 Ӌ d Ш ⁓ ॆ ͂ ਗ ³ d
ุ Ϋ 偲 ə 垗 ព ਿ ᘥ ̮ 夅
垗 ព 䄒 จ d ̥ ঐ ᙶ Ά
ᙶ ̴ ঐ ϓ ᤩ 㑄 ␠ ˒ f
垗 ព 䄒 จ ə d ʔ ɓ ֛ ㄡ
だ〇׀㡖ព â䍈e劄ฌeᜂ䥠 νìʔঐӚϞ̴ñ
䀳จ̮䍘℉ᘥ䄒จ
Ϋ偲䒗ί䌰Ӌ
νì┖ℤᠡ#Ս┖อ㤄Ըñ
䀳嘠ૐ䍘℉ᘥ䄒จ νìνᕄ咖ə᠖Ҟㄡঐℤλñ
2
垗 ព 䄒ㆀ จ㠀 ᠑ d⥱ ʔ( ㌱ ᔥ 垗 ព ׀ 㡖 ᠑
̬ ♷ 䀁 ❆ Ы
䜘 ̈ 㑄 ␠ [ ˒
嚒 ᕄ e ᡧ ˋ д ᤩ О 〕 ί ᔕ
N P S ᡈ 䑴 k
Ϋ偲夅ί䌰Ӌ
䀳㈂᠗䍘℉ᘥ䄒จ νì̍㡀᠖⤆ːe䉩ᔲ≵历もᔨ偳ñ
˖ μ
䀨䙕 䄒จ
䀳ਿ7䍘℉ᘥ䄒จ νì⡘̙ ੬㢔Ъñ 㡱≤Ը๕jÚ7ɽሥ奃͂〇Άุ嘑剹वពçÝ
䠆⡑j嚓ρ∠
嚓 ρ ∠ ਠุմ̊1594㈂2018.5
90
㢈 ᔥ 垗 ព 䄒 จ ᠑ d ̴ ה я
ɝ ጥ N ৵ P 䊓 S ㌱ ᡈ ᘩ 䑴 Τ d Ά n ุ Ϊ 〕 ᡦ ʊ ᥲ 䞀
刅 ≵ e त ㆐ ז e ᡧ ˋ д e
嚒 ᕄ e Ӝ 䄵 䅂 e
P & G e
N 㐗 ጠ ٫ Ά 㥃 ̙ પ ਪ Ϟ પ N จ P ٫ e ุ Ց ঐ 刡 垗 S & પ ҭ ਜ ɤ ᒄ ព + 刡 P 㞄 S f d ⡇ 刡 㐗 ʱ ʱ Ϟ j d ʱ 䑤 㑃 ৷ 㑃 λ f
d ה ⚃ 䑤 ℉ ㄡ ᡦ
٫ & ⡇ d ㉇ દ ҭ
٫ ɧ ૄ 㞆 & ⡇ d
̈ પ 刡 ٫ e ʕ
ᤩ ␠ 㑇 ͂ ʱ ᠡ d
ε ˇ k 垗 ព
̡ ⡘ e ᔸ ਕ ᘥ
℉ ᡦ 䘶 * ᡈ ᢇ ˓ 垗 ج ព ᡦ 爤 㡠
Ы Σ 䤹 ᔹ λ ʾ
Net Promoter
⡒ ᘥ ㍄ ᕄ ձ ू ᥲ 嘑
Score
᠑ һ ৷ f
ί d ᥴ
N P S ᡈ 䑴 һ
* Ы C d S Έ + ᥴ ʊ 垗 㝴 ʔ ព ☨ 䄒 d จ ⡒ ᠑
⁓ ᘩ 㢖 ˒ ☨ ʔ ☨ ふ 報
NPS 垗ព⠧પ刡℉ Øપ刡٫õ⡇ Ĉ {ҭ㐗٫õ⡇ Ĉ ਪ呦jЫΣ䤹ʾપ刡 ̡ᘥ̙ঐᒄϞεˇk䘱Û0ʱ ㍆䀳ʔપ刡 ä 10ʱ ♸डપ刡 ʱ嘙j6ʱÁɨᤩҭ㐗٫d9ʱÁ*ᤩપ刡٫
0 1 2 3 4 5 6
7 8
ҭ㐗٫
ʕ#٫
પ刡٫
પ刡٫
ʕ#٫
ҭ㐗٫
1
70Τ 70%
20Τ 20%
10Τ 10%
2
30Τ 30%
40Τ 40%
30Τ 30%
0%
3
40Τ 40%
10Τ 10%
50Τ 50%
-10%
㡐䅷j 100Τ垗ព 㡐䅷NPS
㡱≤Ը๕jÚ7ɽሥ奃͂〇Άุ嘑剹वពçÝ
ýΆุᤩʕː ᘥ˖ʷ
• Ңℓঐ䙓ʡ䍑ਠ㍑ព˒k
冀ซ㎅j
• ҢℓঐㅲԶʡ䍑ᔸਕ㍑ ऊ㐶٫k
• ʡ䍑ᡦҢᘥព˒⡒ίᅦ ૐ⚃ՑᘥdဢҢ⁓νО ̘偩п ℓk
• Ңℓঐ㡹ព˒᠒Zᠧ䑩 ᘥ嘑k
• ព˒ᅦૐ㡹Ңℓ᠒ ᠧ 䑩ᘥ嘑k
• ҢℓঐνО⚅ព˒⦗㡁 儵лk
• ʡ䍑䍘℉ᡦព˒ί#䦆 ʘᜱdᅦૐÖ⚃Ցᘥk
㡱≤Ը๕jUK Agency 䠆⡑j嚓ρ∠
91
ਠุմ̊1594㈂2018.5
䈑 k㉴ Ы( һ 㡈 ₀ 㐔 D
NPS
E
60%
䠆⡑j嚓ρ∠
ýऊ㐶٫ᤩʕː ᘥ˖ʷ
VS.
冀ซ㎅j
E P S
N P S
9 10
刈Է
3Ύ
̥ ᥴ
Գ 㢁 ∤ l
坑 À á ᘥ ਪ 呦 㜗 ɹ 倖 兗 d ε ε І ਪ d Ы І ঐ Ҭ Ց ͂ ਗ ४ ㍉ ᘥ ざ
⁓ ϓ ᤩ ঐ і ˏ 㑄 ␠ ˒ ᘥ Ά ุ 䈢 㑄 ␠ ุ ਕ Ⅰ k ㄡ Ҫ ᦘ ့
᠑ ̘ ᠤ အ j Ң ℓ ঐ ν О ⚅ 垗 ព ⦗ 㡁 剑 Ց 䦆 k
˖ ʷ 吱 墘 䌰 ⁓ 䕦 ⤘ d Ά ุ ᤩ ʕ ː ᘥ ˖ ʷ d 冀 ᡦ १ ί І ʉ ᘥ
4
ᥴ Ы ᘥ₀ Ά傖 ุ ᡦ㐔 щ( Ϟ і ४ Ű ź ŭ