{"id":40734,"date":"2025-12-27T08:01:49","date_gmt":"2025-12-27T00:01:49","guid":{"rendered":"https:\/\/www.zdsztech.com\/blog\/how-to-effectively-manage-customer-satisfaction-surveys-service-improvement-guide\/"},"modified":"2025-12-27T08:01:49","modified_gmt":"2025-12-27T00:01:49","slug":"how-to-effectively-manage-customer-satisfaction-surveys-service-improvement-guide","status":"publish","type":"post","link":"https:\/\/www.zdsztech.com\/blog\/how-to-effectively-manage-customer-satisfaction-surveys-service-improvement-guide\/","title":{"rendered":"\u5982\u4f55\u9ad8\u6548\u7ba1\u7406\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u8c03\u67e5\uff1f\u63d0\u5347\u670d\u52a1\u5fc5\u770b\uff01"},"content":{"rendered":"<p><img decoding=\"async\" src=\"https:\/\/www.zdsztech.com\/wp-content\/uploads\/2025\/12\/1766793708-01c0114d508297c534f7d429aed63b34.jpeg\" alt=\"\u5982\u4f55\u9ad8\u6548\u7ba1\u7406\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u8c03\u67e5\uff1f\u63d0\u5347\u670d\u52a1\u5fc5\u770b\uff01\"><\/p>\n<p>\u5728\u5f53\u4eca\u7ade\u4e89\u6fc0\u70c8\u7684\u5e02\u573a\u73af\u5883\u4e2d\uff0c\u5ba2\u6237\u6ee1\u610f\u5ea6\u5df2\u4e0d\u518d\u662f\u670d\u52a1\u90e8\u95e8\u5899\u4e0a\u4e00\u5f20\u7b80\u5355\u7684\u8bc4\u5206\u8868\uff0c\u5b83\u5df2\u7ecf\u6f14\u5316\u4e3a\u9a71\u52a8\u4f01\u4e1a\u51b3\u7b56\u3001\u4f18\u5316\u4ea7\u54c1\u3001\u63d0\u5347\u54c1\u724c\u5fe0\u8bda\u5ea6\u7684\u6838\u5fc3\u6570\u636e\u8d44\u4ea7\u3002\u4f5c\u4e3a\u9996\u5e2d\u884c\u4e1a\u5206\u6790\u5e08\uff0c\u6211\u4eec\u4f9d\u6258\u5bf9\u8d85\u8fc75000\u5bb6\u4f01\u4e1a\u7684\u670d\u52a1\u6570\u636e\u5206\u6790\u53d1\u73b0\uff0c\u90a3\u4e9b\u7cfb\u7edf\u5316\u7ba1\u7406\u5ba2\u6237\u53cd\u9988\u7684\u4f01\u4e1a\uff0c\u5176\u5ba2\u6237\u7559\u5b58\u7387\u5e73\u5747\u9ad8\u51fa15%\u3002\u8fd9\u4e00\u6570\u636e\u63ed\u793a\u4e86\u4e00\u4e2a\u4e0d\u4e89\u7684\u4e8b\u5b9e\uff1a\u5c06\u5ba2\u6237\u58f0\u97f3\u8f6c\u5316\u4e3a\u53ef\u6267\u884c\u7684\u6d1e\u5bdf\uff0c\u662f\u4f01\u4e1a\u5b9e\u73b0\u53ef\u6301\u7eed\u589e\u957f\u7684\u5173\u952e\u5f15\u64ce\u3002\u7136\u800c\uff0c\u8bb8\u591a\u4f01\u4e1a\u4ecd\u4f9d\u8d56\u4e8e\u4f20\u7edf\u7684Excel\u8868\u683c\u6216\u96f6\u6563\u7684\u90ae\u4ef6\u6765\u8fdb\u884c\u6ee1\u610f\u5ea6\u8c03\u67e5\uff0c\u8fd9\u79cd\u65b9\u5f0f\u4e0d\u4ec5\u6548\u7387\u4f4e\u4e0b\uff0c\u66f4\u5bfc\u81f4\u4e86\u4e25\u91cd\u7684\u6570\u636e\u5b64\u5c9b\u95ee\u9898\u3002\u53cd\u9988\u6570\u636e\u65e0\u6cd5\u5b9e\u65f6\u6d41\u8f6c\uff0c\u95ee\u9898\u5904\u7406\u8fc7\u7a0b\u96be\u4ee5\u8ffd\u8e2a\uff0c\u5b9d\u8d35\u7684\u5ba2\u6237\u6d1e\u5bdf\u6700\u7ec8\u6c89\u6ca1\u5728\u4fe1\u606f\u7684\u6d77\u6d0b\u4e2d\u3002\u672c\u6587\u65e8\u5728\u6253\u7834\u8fd9\u4e00\u56f0\u5883\uff0c\u4e3a\u60a8\u63d0\u4f9b\u4e00\u4e2a\u7ed3\u6784\u5316\u7684\u3001\u53ef\u6267\u884c\u7684\u9ad8\u6548\u7ba1\u7406\u6846\u67b6\uff0c\u5e2e\u52a9\u60a8\u5c06\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\u4ece\u4e00\u9879\u4e8b\u52a1\u6027\u5de5\u4f5c\uff0c\u5347\u7ea7\u4e3a\u4f01\u4e1a\u7684\u6218\u7565\u6027\u8d44\u4ea7\u3002<\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E4%B8%80%E3%80%81%E6%88%98%E7%95%A5%E5%85%88%E8%A1%8C%EF%BC%9A%E6%9E%84%E5%BB%BA%E5%AE%A2%E6%88%B7%E6%BB%A1%E6%84%8F%E5%BA%A6%E8%B0%83%E6%9F%A5%E7%9A%84%E9%A1%B6%E5%B1%82%E8%AE%BE%E8%AE%A1\"><\/span>\u4e00\u3001\u6218\u7565\u5148\u884c\uff1a\u6784\u5efa\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\u7684\u9876\u5c42\u8bbe\u8ba1<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u4efb\u4f55\u6210\u529f\u7684\u7ba1\u7406\u4f53\u7cfb\u90fd\u59cb\u4e8e\u6e05\u6670\u7684\u9876\u5c42\u8bbe\u8ba1\u3002\u5bf9\u4e8e\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\u800c\u8a00\uff0c\u8131\u79bb\u6218\u7565\u76ee\u6807\u7684\u6267\u884c\u53ea\u4f1a\u6ca6\u4e3a\u5f62\u5f0f\u4e3b\u4e49\u3002\u4f5c\u4e3a\u4f01\u4e1a\u51b3\u7b56\u8005\uff0c\u6211\u4eec\u5fc5\u987b\u9996\u5148\u786e\u4fdd\u6bcf\u4e00\u6b21\u8c03\u67e5\u90fd\u670d\u52a1\u4e8e\u4e00\u4e2a\u660e\u786e\u7684\u5546\u4e1a\u76ee\u7684\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_%E6%98%8E%E7%A1%AE%E8%B0%83%E6%9F%A5%E7%9B%AE%E6%A0%87%EF%BC%9A%E4%BB%8E%E2%80%9C%E4%B8%BA%E4%BA%86%E8%B0%83%E6%9F%A5%E2%80%9D%E5%88%B0%E2%80%9C%E4%B8%BA%E4%BA%86%E5%86%B3%E7%AD%96%E2%80%9D\"><\/span>1. \u660e\u786e\u8c03\u67e5\u76ee\u6807\uff1a\u4ece\u201c\u4e3a\u4e86\u8c03\u67e5\u201d\u5230\u201c\u4e3a\u4e86\u51b3\u7b56\u201d<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u5728\u53d1\u8d77\u8c03\u67e5\u4e4b\u524d\uff0c\u9996\u8981\u95ee\u9898\u662f\uff1a\u201c\u6211\u4eec\u5e0c\u671b\u901a\u8fc7\u8fd9\u6b21\u8c03\u67e5\u89e3\u51b3\u4ec0\u4e48\u5177\u4f53\u95ee\u9898\uff1f\u63a8\u52a8\u54ea\u9879\u4e1a\u52a1\u51b3\u7b56\uff1f\u201d\u76ee\u6807\u5fc5\u987b\u4e0e\u4f01\u4e1a\u7684\u6838\u5fc3\u4e1a\u52a1\u6307\u6807\u5f3a\u76f8\u5173\u3002\u4f8b\u5982\uff0c\u76ee\u6807\u4e0d\u5e94\u662f\u6a21\u7cca\u7684\u201c\u4e86\u89e3\u5ba2\u6237\u6ee1\u610f\u5ea6\u201d\uff0c\u800c\u5e94\u662f\u5177\u4f53\u7684\u201c\u8bc6\u522b\u5bfc\u81f4\u65b0\u4ea7\u54c1\u7ebf\u5ba2\u6237\u6d41\u5931\u7387\u504f\u9ad8\u7684\u4e09\u5927\u670d\u52a1\u77ed\u677f\u201d\uff0c\u6216\u662f\u201c\u9a8c\u8bc1\u4e0a\u5b63\u5ea6\u5ba2\u670d\u6d41\u7a0b\u4f18\u5316\u65b9\u6848\u662f\u5426\u6709\u6548\u63d0\u5347\u4e86\u95ee\u9898\u89e3\u51b3\u6548\u7387\u201d\u3002\u53ea\u6709\u5c06\u8c03\u67e5\u76ee\u6807\u4e0e\u4ea7\u54c1\u8d28\u91cf\u63d0\u5347\u3001\u670d\u52a1\u6d41\u7a0b\u4f18\u5316\u3001\u5e02\u573a\u7b56\u7565\u8c03\u6574\u7b49\u5b9e\u9645\u4e1a\u52a1\u573a\u666f\u6df1\u5ea6\u7ed1\u5b9a\uff0c\u6536\u96c6\u5230\u7684\u6570\u636e\u624d\u80fd\u771f\u6b63\u8f6c\u5316\u4e3a\u9a71\u52a8\u51b3\u7b56\u7684\u71c3\u6599\uff0c\u800c\u975e\u4ec5\u4ec5\u662f\u8eba\u5728\u62a5\u544a\u91cc\u7684\u6570\u5b57\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_%E9%94%81%E5%AE%9A%E5%85%B3%E9%94%AE%E8%A7%A6%E7%82%B9%EF%BC%9A%E5%9C%A8%E5%AE%A2%E6%88%B7%E6%97%85%E7%A8%8B%E7%9A%84%E4%BD%95%E5%A4%84%E5%8F%91%E8%B5%B7%E8%B0%83%E6%9F%A5%EF%BC%9F\"><\/span>2. \u9501\u5b9a\u5173\u952e\u89e6\u70b9\uff1a\u5728\u5ba2\u6237\u65c5\u7a0b\u7684\u4f55\u5904\u53d1\u8d77\u8c03\u67e5\uff1f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u5ba2\u6237\u7684\u4f53\u9a8c\u662f\u4e00\u4e2a\u8fde\u7eed\u7684\u65c5\u7a0b\uff0c\u5728\u4e0d\u540c\u7684\u8282\u70b9\uff0c\u4ed6\u4eec\u7684\u5173\u6ce8\u70b9\u548c\u671f\u671b\u4e5f\u5404\u4e0d\u76f8\u540c\u3002\u56e0\u6b64\uff0c\u5728\u5ba2\u6237\u65c5\u7a0b\u7684\u5173\u952e\u89e6\u70b9\uff08Moments of Truth\uff09\u53d1\u8d77\u9488\u5bf9\u6027\u7684\u8c03\u67e5\uff0c\u80fd\u83b7\u53d6\u5230\u6700\u771f\u5b9e\u3001\u6700\u60c5\u5883\u5316\u7684\u53cd\u9988\u3002\u8fd9\u8981\u6c42\u6211\u4eec\u7ed8\u5236\u51fa\u6e05\u6670\u7684\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\uff0c\u5e76\u8bc6\u522b\u51fa\u90a3\u4e9b\u5bf9\u6574\u4f53\u4f53\u9a8c\u5f71\u54cd\u6700\u5927\u7684\u73af\u8282\u3002<\/p>\n<ul>\n<li><strong>\u8d2d\u4e70\/\u7b7e\u7ea6\u540e<\/strong>\uff1a\u91cd\u70b9\u8c03\u67e5\u9500\u552e\u8fc7\u7a0b\u3001\u7b7e\u7ea6\u6d41\u7a0b\u7684\u4f53\u9a8c\uff0c\u4ee5\u53ca\u5ba2\u6237\u5bf9\u4ea7\u54c1\/\u670d\u52a1\u7684\u521d\u6b65\u671f\u671b\u3002<\/li>\n<li><strong>\u4ea7\u54c1\u4ea4\u4ed8\/\u5b9e\u65bd\u540e<\/strong>\uff1a\u5173\u6ce8\u4ea4\u4ed8\u7684\u53ca\u65f6\u6027\u3001\u5b9e\u65bd\u8fc7\u7a0b\u7684\u4e13\u4e1a\u5ea6\u4ee5\u53ca\u521d\u671f\u4f7f\u7528\u7684\u5f15\u5bfc\u662f\u5426\u6e05\u6670\u3002<\/li>\n<li><strong>\u670d\u52a1\u8bf7\u6c42\u5b8c\u6210\u540e<\/strong>\uff1a\u8fd9\u662f\u8bc4\u4f30\u670d\u52a1\u8d28\u91cf\u7684\u9ec4\u91d1\u65f6\u523b\uff0c\u5e94\u7acb\u5373\u9488\u5bf9\u5ba2\u670d\u54cd\u5e94\u901f\u5ea6\u3001\u95ee\u9898\u89e3\u51b3\u80fd\u529b\u3001\u670d\u52a1\u6001\u5ea6\u53d1\u8d77\u8c03\u67e5\u3002<\/li>\n<li><strong>\u4ea7\u54c1\u4f7f\u7528\u4e2d\u671f<\/strong>\uff1a\u53ef\u4ee5\u8fdb\u884c\u5468\u671f\u6027\u8c03\u67e5\uff0c\u4e86\u89e3\u4ea7\u54c1\u5728\u957f\u671f\u4f7f\u7528\u4e2d\u7684\u7a33\u5b9a\u6027\u3001\u6613\u7528\u6027\u4ee5\u53ca\u5ba2\u6237\u662f\u5426\u6709\u65b0\u7684\u9700\u6c42\u3002<\/li>\n<li><strong>\u7eed\u7ea6\/\u590d\u8d2d\u524d<\/strong>\uff1a\u91cd\u70b9\u8bc4\u4f30\u5ba2\u6237\u7684\u6574\u4f53\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\uff0c\u9884\u6d4b\u7eed\u7ea6\u53ef\u80fd\u6027\uff0c\u5e76\u6316\u6398\u6f5c\u5728\u7684\u5347\u7ea7\u6216\u4ea4\u53c9\u9500\u552e\u673a\u4f1a\u3002<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"3_%E8%AE%BE%E8%AE%A1%E6%9C%89%E6%95%88%E9%97%AE%E5%8D%B7%EF%BC%9A%E5%B9%B3%E8%A1%A1%E6%B7%B1%E5%BA%A6%E4%B8%8E%E5%AE%8C%E6%88%90%E7%8E%87%E7%9A%84%E8%89%BA%E6%9C%AF\"><\/span>3. \u8bbe\u8ba1\u6709\u6548\u95ee\u5377\uff1a\u5e73\u8861\u6df1\u5ea6\u4e0e\u5b8c\u6210\u7387\u7684\u827a\u672f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u4e00\u4efd\u597d\u7684\u95ee\u5377\u662f\u5728\u4fe1\u606f\u83b7\u53d6\u7684\u6df1\u5ea6\u4e0e\u7528\u6237\u586b\u5199\u7684\u610f\u613f\u4e4b\u95f4\u53d6\u5f97\u7cbe\u5999\u5e73\u8861\u7684\u827a\u672f\u54c1\u3002\u95ee\u5377\u8fc7\u957f\u4f1a\u5927\u5e45\u964d\u4f4e\u5b8c\u6210\u7387\uff0c\u8fc7\u77ed\u5219\u53ef\u80fd\u65e0\u6cd5\u83b7\u5f97\u6709\u4ef7\u503c\u7684\u6d1e\u5bdf\u3002\u6700\u4f73\u5b9e\u8df5\u662f\u91c7\u7528\u201c\u6838\u5fc3\u6307\u6807+\u5f00\u653e\u95ee\u9898\u201d\u7684\u7ec4\u5408\u7ed3\u6784\u3002\u9996\u5148\uff0c\u4f7f\u7528\u4e1a\u754c\u516c\u8ba4\u7684\u91cf\u5316\u6307\u6807\u5feb\u901f\u8bc4\u4f30\u6574\u4f53\u72b6\u51b5\uff0c\u5982\uff1a<\/p>\n<ul>\n<li><strong>NPS\uff08\u51c0\u63a8\u8350\u503c\uff09<\/strong>\uff1a\u901a\u8fc7\u201c\u60a8\u6709\u591a\u5927\u53ef\u80fd\u5c06\u6211\u4eec\u7684\u4ea7\u54c1\/\u670d\u52a1\u63a8\u8350\u7ed9\u670b\u53cb\u6216\u540c\u4e8b\uff1f\u201d\u6765\u8861\u91cf\u5ba2\u6237\u5fe0\u8bda\u5ea6\u3002<\/li>\n<li><strong>CSAT\uff08\u5ba2\u6237\u6ee1\u610f\u5ea6\uff09<\/strong>\uff1a\u901a\u8fc7\u201c\u60a8\u5bf9\u672c\u6b21\u670d\u52a1\u7684\u6ee1\u610f\u5ea6\u5982\u4f55\uff1f\u201d\u6765\u8bc4\u4f30\u5355\u6b21\u4ea4\u4e92\u7684\u4f53\u9a8c\u3002<\/li>\n<li><strong>CES\uff08\u5ba2\u6237\u52aa\u529b\u5ea6\uff09<\/strong>\uff1a\u901a\u8fc7\u201c\u60a8\u4e3a\u89e3\u51b3\u95ee\u9898\u4ed8\u51fa\u4e86\u591a\u5c11\u7cbe\u529b\uff1f\u201d\u6765\u8861\u91cf\u670d\u52a1\u8fc7\u7a0b\u7684\u4fbf\u6377\u6027\u3002<\/li>\n<\/ul>\n<p>\u5728\u6838\u5fc3\u6307\u6807\u4e4b\u540e\uff0c\u9644\u4e0a\u4e00\u5230\u4e24\u4e2a\u5f00\u653e\u5f0f\u95ee\u9898\uff0c\u5982\u201c\u8bf7\u95ee\u60a8\u7ed9\u51fa\u8be5\u5206\u6570\u7684\u4e3b\u8981\u539f\u56e0\u662f\u4ec0\u4e48\uff1f\u201d\u6216\u201c\u6211\u4eec\u53ef\u4ee5\u5728\u54ea\u4e9b\u65b9\u9762\u505a\u5f97\u66f4\u597d\u4ee5\u63d0\u5347\u60a8\u7684\u4f53\u9a8c\uff1f\u201d\uff0c\u8fd9\u80fd\u5e2e\u52a9\u6211\u4eec\u6df1\u5165\u6316\u6398\u5206\u6570\u80cc\u540e\u7684\u5177\u4f53\u539f\u56e0\uff0c\u83b7\u53d6\u5b9a\u6027\u7684\u3001\u53ef\u7528\u4e8e\u6307\u5bfc\u6539\u8fdb\u7684\u5b9d\u8d35\u4fe1\u606f\u3002<\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E4%BA%8C%E3%80%81%E6%B5%81%E7%A8%8B%E5%86%8D%E9%80%A0%EF%BC%9A%E5%AE%A2%E6%88%B7%E6%BB%A1%E6%84%8F%E5%BA%A6%E8%B0%83%E6%9F%A5%E7%9A%84%E6%A0%87%E5%87%86%E5%8C%96%E6%89%A7%E8%A1%8C%E4%BA%94%E6%AD%A5%E6%B3%95\"><\/span>\u4e8c\u3001\u6d41\u7a0b\u518d\u9020\uff1a\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\u7684\u6807\u51c6\u5316\u6267\u884c\u4e94\u6b65\u6cd5<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u6709\u4e86\u6e05\u6670\u7684\u6218\u7565\u89c4\u5212\uff0c\u4e0b\u4e00\u6b65\u4fbf\u662f\u901a\u8fc7\u6807\u51c6\u5316\u7684\u6d41\u7a0b\u6765\u786e\u4fdd\u9ad8\u6548\u3001\u53ef\u9760\u7684\u6267\u884c\u3002\u4e00\u4e2a\u73b0\u4ee3\u5316\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u7ba1\u7406\u6d41\u7a0b\uff0c\u5e94\u5f53\u662f\u4e00\u4e2a\u81ea\u52a8\u5316\u7684\u3001\u95ed\u73af\u7684\u7cfb\u7edf\u3002\u4ee5\u4e0b\u662f\u5b9e\u73b0\u8fd9\u4e00\u76ee\u6807\u7684\u6807\u51c6\u5316\u6267\u884c\u4e94\u6b65\u6cd5\uff1a<\/p>\n<ol>\n<li>\n<p><strong>\u95ee\u5377\u521b\u5efa\u4e0e\u5206\u53d1<\/strong>\u4f20\u7edf\u7684\u95ee\u5377\u8bbe\u8ba1\u8017\u65f6\u4e14\u5206\u53d1\u6e20\u9053\u5355\u4e00\u3002\u9ad8\u6548\u7684\u505a\u6cd5\u662f\u5229\u7528\u4e13\u4e1a\u7684\u8868\u5355\u5de5\u5177\uff0c\u9884\u8bbe\u597dNPS\u3001CSAT\u7b49\u6807\u51c6\u95ee\u5377\u6a21\u677f\uff0c\u5e02\u573a\u6216\u670d\u52a1\u4eba\u5458\u53ea\u9700\u7b80\u5355\u4fee\u6539\u5373\u53ef\u5feb\u901f\u521b\u5efa\u3002\u66f4\u5173\u952e\u7684\u662f\u5b9e\u73b0\u5206\u53d1\u81ea\u52a8\u5316\u3002\u7cfb\u7edf\u5e94\u80fd\u4e0e\u4e1a\u52a1\u6d41\u7a0b\u6253\u901a\uff0c\u4f8b\u5982\uff0c\u5f53CRM\u7cfb\u7edf\u4e2d\u4e00\u4e2a\u670d\u52a1\u5de5\u5355\u72b6\u6001\u53d8\u4e3a\u201c\u5df2\u89e3\u51b3\u201d\u65f6\uff0c\u81ea\u52a8\u89e6\u53d1\u4e00\u6761\u5305\u542b\u95ee\u5377\u94fe\u63a5\u7684\u77ed\u4fe1\u6216\u90ae\u4ef6\u53d1\u9001\u7ed9\u5ba2\u6237\u3002\u8fd9\u4e0d\u4ec5\u4fdd\u8bc1\u4e86\u8c03\u67e5\u7684\u53ca\u65f6\u6027\uff0c\u4e5f\u6781\u5927\u5730\u51cf\u5c11\u4e86\u4eba\u5de5\u64cd\u4f5c\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u6570\u636e\u81ea\u52a8\u56de\u6536\u4e0e\u6574\u5408<\/strong>\u544a\u522b\u624b\u52a8\u4ece\u90ae\u4ef6\u3001\u804a\u5929\u8bb0\u5f55\u4e2d\u590d\u5236\u7c98\u8d34\u53cd\u9988\u7684\u65f6\u4ee3\u3002\u6240\u6709\u901a\u8fc7\u7ebf\u4e0a\u95ee\u5377\u63d0\u4ea4\u7684\u6570\u636e\uff0c\u90fd\u5e94\u88ab\u81ea\u52a8\u3001\u5b9e\u65f6\u5730\u56de\u6536\u5230\u4e00\u4e2a\u4e2d\u592e\u6570\u636e\u5e93\u4e2d\u3002\u8fd9\u4e2a\u6570\u636e\u5e93\u5c06\u6240\u6709\u6e20\u9053\u7684\u53cd\u9988\u6574\u5408\u5728\u4e00\u8d77\uff0c\u5f62\u6210\u4e00\u4e2a\u7edf\u4e00\u7684\u6570\u636e\u6c60\u3002\u6bcf\u4e00\u6761\u53cd\u9988\u8bb0\u5f55\u90fd\u5e94\u5305\u542b\u5ba2\u6237\u4fe1\u606f\u3001\u5173\u8054\u7684\u4ea7\u54c1\u6216\u670d\u52a1\u3001\u53cd\u9988\u65f6\u95f4\u3001\u5177\u4f53\u5206\u6570\u548c\u5185\u5bb9\uff0c\u4e3a\u540e\u7eed\u7684\u5206\u6790\u548c\u5904\u7406\u5960\u5b9a\u57fa\u7840\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u95ee\u9898\u8bc6\u522b\u4e0e\u4efb\u52a1\u6307\u6d3e<\/strong>\u8fd9\u662f\u4ece\u201c\u6536\u96c6\u6570\u636e\u201d\u5230\u201c\u89e3\u51b3\u95ee\u9898\u201d\u7684\u5173\u952e\u4e00\u6b65\u3002\u7cfb\u7edf\u9700\u8981\u5177\u5907\u667a\u80fd\u89c4\u5219\uff0c\u80fd\u591f\u81ea\u52a8\u8bc6\u522b\u95ee\u9898\u5e76\u542f\u52a8\u5904\u7406\u6d41\u7a0b\u3002\u4f8b\u5982\uff0c\u53ef\u4ee5\u8bbe\u5b9a\u4e00\u6761\u89c4\u5219\uff1a\u201c\u5f53CSAT\u8bc4\u5206\u4f4e\u4e8e3\u5206\u65f6\uff0c\u7cfb\u7edf\u81ea\u52a8\u521b\u5efa\u4e00\u4e2a\u2018\u5ba2\u6237\u6295\u8bc9\u2019\u4efb\u52a1\u201d\u3002\u8fd9\u4e2a\u4efb\u52a1\u4e0d\u4ec5\u8bb0\u5f55\u4e86\u5ba2\u6237\u7684\u5168\u90e8\u53cd\u9988\u4fe1\u606f\uff0c\u66f4\u91cd\u8981\u7684\u662f\uff0c\u7cfb\u7edf\u80fd\u6839\u636e\u95ee\u9898\u7c7b\u578b\uff08\u5982\u4ea7\u54c1\u7f3a\u9677\u3001\u7269\u6d41\u5ef6\u8fdf\u3001\u670d\u52a1\u6001\u5ea6\uff09\uff0c\u81ea\u52a8\u5c06\u4efb\u52a1\u6307\u6d3e\u7ed9\u5bf9\u5e94\u7684\u8d23\u4efb\u90e8\u95e8\uff08\u5982\u4ea7\u54c1\u90e8\u3001\u4f9b\u5e94\u94fe\u90e8\u3001\u5ba2\u670d\u7ba1\u7406\u90e8\uff09\u548c\u5177\u4f53\u7684\u8d1f\u8d23\u4eba\uff0c\u5e76\u53d1\u9001\u901a\u77e5\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u5904\u7406\u8fc7\u7a0b\u8ddf\u8e2a\u4e0e\u95ed\u73af<\/strong>\u4efb\u52a1\u88ab\u6307\u6d3e\u51fa\u53bb\u53ea\u662f\u5f00\u59cb\uff0c\u786e\u4fdd\u95ee\u9898\u5f97\u5230\u771f\u6b63\u89e3\u51b3\u624d\u662f\u76ee\u7684\u3002\u4e00\u4e2a\u6709\u6548\u7684\u7ba1\u7406\u7cfb\u7edf\u5fc5\u987b\u80fd\u591f\u5bf9\u6bcf\u4e2a\u4efb\u52a1\u7684\u5904\u7406\u8fc7\u7a0b\u8fdb\u884c\u5168\u7a0b\u8ddf\u8e2a\u3002\u8d1f\u8d23\u4eba\u63a5\u6536\u4efb\u52a1\u540e\uff0c\u5176\u5904\u7406\u8fdb\u5ea6\u3001\u6c9f\u901a\u8bb0\u5f55\u3001\u89e3\u51b3\u65b9\u6848\u90fd\u5e94\u5728\u7cfb\u7edf\u5185\u66f4\u65b0\u3002\u7ba1\u7406\u8005\u53ef\u4ee5\u968f\u65f6\u67e5\u770b\u6240\u6709\u5f85\u5904\u7406\u95ee\u9898\u7684\u72b6\u6001\u3001\u5904\u7406\u65f6\u957f\uff0c\u5bf9\u4e8e\u5373\u5c06\u8d85\u65f6\u7684\u4efb\u52a1\uff0c\u7cfb\u7edf\u5e94\u80fd\u81ea\u52a8\u53d1\u51fa\u9884\u8b66\u3002\u5f53\u95ee\u9898\u6700\u7ec8\u89e3\u51b3\u5e76\u83b7\u5f97\u5ba2\u6237\u786e\u8ba4\u540e\uff0c\u4efb\u52a1\u624d\u7b97\u5b8c\u6210\uff0c\u5f62\u6210\u4e00\u4e2a\u5b8c\u6574\u7684\u7ba1\u7406\u95ed\u73af\u3002\u8fd9\u786e\u4fdd\u4e86\u6ca1\u6709\u4efb\u4f55\u4e00\u4e2a\u5ba2\u6237\u7684\u8d1f\u9762\u53cd\u9988\u4f1a\u88ab\u9057\u6f0f\u6216\u5ffd\u89c6\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u7ed3\u679c\u5206\u6790\u4e0e\u590d\u76d8<\/strong>\u5f53\u6570\u636e\u88ab\u6709\u6548\u6536\u96c6\u548c\u5904\u7406\u540e\uff0c\u6700\u540e\u4e00\u6b65\u662f\u5c06\u5176\u8f6c\u5316\u4e3a\u9a71\u52a8\u4f01\u4e1a\u6539\u8fdb\u7684\u5b8f\u89c2\u6d1e\u5bdf\u3002\u7cfb\u7edf\u5e94\u63d0\u4f9b\u53ef\u89c6\u5316\u7684\u6570\u636e\u5206\u6790\u4eea\u8868\u76d8\uff0c\u8ba9\u7ba1\u7406\u8005\u53ef\u4ee5\u4ece\u591a\u4e2a\u7ef4\u5ea6\u5ba1\u89c6\u5ba2\u6237\u6ee1\u610f\u5ea6\u72b6\u51b5\u3002\u4f8b\u5982\uff0c\u53ef\u4ee5\u5b9e\u65f6\u67e5\u770b\u516c\u53f8\u6574\u4f53\u7684NPS\u8d8b\u52bf\uff0c\u5bf9\u6bd4\u4e0d\u540c\u4ea7\u54c1\u7ebf\u3001\u4e0d\u540c\u533a\u57df\u3001\u4e0d\u540c\u5ba2\u6237\u7ecf\u7406\u7684\u6ee1\u610f\u5ea6\u5f97\u5206\uff0c\u6216\u8005\u901a\u8fc7\u8bcd\u4e91\u5206\u6790\u5f00\u653e\u5f0f\u95ee\u9898\u4e2d\u7684\u9ad8\u9891\u5173\u952e\u8bcd\uff0c\u5feb\u901f\u5b9a\u4f4d\u666e\u904d\u6027\u95ee\u9898\u3002\u5b9a\u671f\u7684\u590d\u76d8\u4f1a\u8bae\u5e94\u57fa\u4e8e\u8fd9\u4e9b\u6570\u636e\u62a5\u544a\u5c55\u5f00\uff0c\u4ece\u800c\u5236\u5b9a\u51fa\u6709\u6570\u636e\u652f\u6491\u7684\u3001\u7cbe\u51c6\u7684\u6539\u8fdb\u7b56\u7565\u3002<\/p>\n<\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"%E4%B8%89%E3%80%81%E6%8A%80%E6%9C%AF%E8%B5%8B%E8%83%BD%EF%BC%9A%E5%A6%82%E4%BD%95%E9%80%89%E6%8B%A9%E5%90%88%E9%80%82%E7%9A%84%E5%B7%A5%E5%85%B7%E5%AE%9E%E7%8E%B0%E6%B5%81%E7%A8%8B%E8%87%AA%E5%8A%A8%E5%8C%96%EF%BC%9F\"><\/span>\u4e09\u3001\u6280\u672f\u8d4b\u80fd\uff1a\u5982\u4f55\u9009\u62e9\u5408\u9002\u7684\u5de5\u5177\u5b9e\u73b0\u6d41\u7a0b\u81ea\u52a8\u5316\uff1f<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u6218\u7565\u548c\u6d41\u7a0b\u7684\u843d\u5730\uff0c\u79bb\u4e0d\u5f00\u5f3a\u5927\u6280\u672f\u5de5\u5177\u7684\u652f\u6491\u3002\u5728\u5de5\u5177\u9009\u62e9\u4e0a\uff0c\u4f01\u4e1a\u5e38\u5e38\u9762\u4e34\u4f20\u7edf\u65b9\u5f0f\u4e0e\u73b0\u4ee3\u5316\u7cfb\u7edf\u4e4b\u95f4\u7684\u6289\u62e9\u3002\u4f20\u7edf\u65b9\u5f0f\uff0c\u5982\u201c\u5728\u7ebf\u95ee\u5377\u5e73\u53f0 + Excel + \u90ae\u4ef6\/IM\u201d\uff0c\u867d\u7136\u521d\u671f\u6210\u672c\u4f4e\uff0c\u4f46\u5728\u6d41\u7a0b\u534f\u540c\u548c\u6570\u636e\u6574\u5408\u4e0a\u5b58\u5728\u5929\u7136\u7684\u7f3a\u9677\u3002<\/p>\n<p>\u4e3a\u4e86\u66f4\u6e05\u6670\u5730\u5c55\u793a\u5176\u5dee\u5f02\uff0c\u6211\u4eec\u4ece\u56db\u4e2a\u6838\u5fc3\u7ef4\u5ea6\u8fdb\u884c\u5bf9\u6bd4\uff1a<\/p>\n<table>\n<thead>\n<tr>\n<th align=\"left\">\u7ef4\u5ea6<\/th>\n<th align=\"left\">\u4f20\u7edf\u624b\u52a8\u7ba1\u7406 (\u95ee\u5377\u5e73\u53f0+Excel)<\/th>\n<th align=\"left\">\u4e00\u4f53\u5316\u5e73\u53f0\u7ba1\u7406<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td align=\"left\"><strong>\u6570\u636e\u6574\u5408\u6027<\/strong><\/td>\n<td align=\"left\">\u6570\u636e\u5b64\u5c9b\u4e25\u91cd\uff0c\u95ee\u5377\u6570\u636e\u3001\u5904\u7406\u8bb0\u5f55\u3001\u5ba2\u6237\u4fe1\u606f\u5206\u6563\u5728\u4e0d\u540c\u5de5\u5177\u4e2d\uff0c\u96be\u4ee5\u5173\u8054\u5206\u6790\u3002<\/td>\n<td align=\"left\">\u6570\u636e\u5929\u7136\u4e00\u4f53\u5316\uff0c\u5c06\u95ee\u5377\u3001\u5ba2\u6237\u3001\u95ee\u9898\u5904\u7406\u6d41\u7a0b\u3001\u5206\u6790\u62a5\u8868\u6574\u5408\u5728\u5355\u4e00\u5e73\u53f0\uff0c\u5f62\u6210\u5b8c\u6574\u89c6\u56fe\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u6d41\u7a0b\u81ea\u52a8\u5316<\/strong><\/td>\n<td align=\"left\">\u6d41\u7a0b\u65ad\u88c2\uff0c\u9700\u8981\u5927\u91cf\u624b\u52a8\u64cd\u4f5c\uff08\u5bfc\u51fa\u6570\u636e\u3001\u590d\u5236\u7c98\u8d34\u3001\u90ae\u4ef6\u6307\u6d3e\u4efb\u52a1\uff09\uff0c\u6548\u7387\u4f4e\u4e0b\u4e14\u6613\u51fa\u9519\u3002<\/td>\n<td align=\"left\">\u7aef\u5230\u7aef\u6d41\u7a0b\u81ea\u52a8\u5316\uff0c\u4ece\u95ee\u5377\u5206\u53d1\u3001\u4efb\u52a1\u6307\u6d3e\u5230\u72b6\u6001\u8ddf\u8e2a\u5747\u53ef\u7531\u7cfb\u7edf\u9884\u8bbe\u89c4\u5219\u81ea\u52a8\u5b8c\u6210\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u5b9e\u65f6\u5206\u6790\u80fd\u529b<\/strong><\/td>\n<td align=\"left\">\u5206\u6790\u6ede\u540e\uff0c\u9700\u8981\u5b9a\u671f\u624b\u52a8\u6c47\u603b\u6570\u636e\u5236\u4f5c\u62a5\u8868\uff0c\u65e0\u6cd5\u5b9e\u65f6\u53cd\u6620\u95ee\u9898\u548c\u8d8b\u52bf\u3002<\/td>\n<td align=\"left\">\u63d0\u4f9b\u5b9e\u65f6\u6570\u636e\u770b\u677f\uff08Dashboard\uff09\uff0c\u7ba1\u7406\u8005\u53ef\u968f\u65f6\u67e5\u770b\u6700\u65b0\u6570\u636e\uff0c\u5373\u65f6\u53d1\u73b0\u5f02\u5e38\u5e76\u505a\u51fa\u53cd\u5e94\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u7cfb\u7edf\u6269\u5c55\u6027<\/strong><\/td>\n<td align=\"left\">\u529f\u80fd\u56fa\u5316\uff0c\u96be\u4ee5\u6839\u636e\u4e1a\u52a1\u53d8\u5316\u8c03\u6574\u6d41\u7a0b\u6216\u4e0e\u5176\u4ed6\u4e1a\u52a1\u7cfb\u7edf\uff08\u5982CRM\u3001ERP\uff09\u6df1\u5ea6\u96c6\u6210\u3002<\/td>\n<td align=\"left\">\u7075\u6d3b\u6027\u548c\u6269\u5c55\u6027\u5f3a\uff0c\u53ef\u6839\u636e\u4e1a\u52a1\u9700\u6c42\u5feb\u901f\u8c03\u6574\u6d41\u7a0b\u3001\u8868\u5355\u548c\u62a5\u8868\uff0c\u5e76\u80fd\u901a\u8fc7API\u4e0e\u73b0\u6709\u7cfb\u7edf\u6253\u901a\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u5bf9\u6bd4\u53ef\u89c1\uff0c\u4e00\u4f53\u5316\u5e73\u53f0\u5728\u6784\u5efa\u9ad8\u6548\u3001\u95ed\u73af\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u7ba1\u7406\u4f53\u7cfb\u4e0a\u5177\u6709\u538b\u5012\u6027\u4f18\u52bf\u3002\u800c\u5728\u4f17\u591a\u4e00\u4f53\u5316\u5e73\u53f0\u4e2d\uff0c<span class=\"xintheme_keyword_link\"><a href=\"https:\/\/www.zdsztech.com\/engine\" target=\"_blank\" title=\"\u65e0\u4ee3\u7801\u5e73\u53f0\">\u65e0\u4ee3\u7801\u5e73\u53f0<\/a><\/span>\u6b63\u6210\u4e3a\u8d8a\u6765\u8d8a\u591a\u4f01\u4e1a\u7684\u7406\u60f3\u9009\u62e9\u3002\u56e0\u4e3a\u5b83\u517c\u5177SaaS\u4ea7\u54c1\u7684\u5f00\u7bb1\u5373\u7528\u548c\u4f20\u7edf\u5f00\u53d1\u7684\u7075\u6d3b\u6027\uff0c\u4f01\u4e1a\u65e0\u9700\u7f16\u5199\u4ee3\u7801\uff0c\u5373\u53ef\u50cf\u642d\u79ef\u6728\u4e00\u6837\uff0c\u5feb\u901f\u6784\u5efa\u51fa\u5b8c\u5168\u8d34\u5408\u81ea\u8eab\u4e1a\u52a1\u9700\u6c42\u7684\u7ba1\u7406\u7cfb\u7edf\u3002<\/p>\n<p>\u4ee5**\u300c\u652f\u9053\u5e73\u53f0\u300d<strong>\u8fd9\u6837\u7684\u65e0\u4ee3\u7801\u5e94\u7528\u642d\u5efa\u5e73\u53f0\u4e3a\u4f8b\uff0c\u5b83\u5b8c\u7f8e\u5730\u5339\u914d\u4e86\u524d\u8ff0\u7684\u6807\u51c6\u5316\u6267\u884c\u4e94\u6b65\u6cd5\u3002\u4f01\u4e1a\u53ef\u4ee5\u5229\u7528\u5176<\/strong>\u3010\u8868\u5355\u5f15\u64ce\u3011<strong>\uff0c\u901a\u8fc7\u62d6\u62c9\u62fd\u7684\u65b9\u5f0f\u5feb\u901f\u521b\u5efa\u548c\u53d1\u5e03\u4e13\u4e1a\u7684\u8c03\u67e5\u95ee\u5377\uff1b\u501f\u52a9\u5f3a\u5927\u7684<\/strong>\u3010\u6d41\u7a0b\u5f15\u64ce\u3011<strong>\uff0c\u8bbe\u7f6e\u81ea\u52a8\u5316\u89c4\u5219\uff0c\u5b9e\u73b0\u8d1f\u9762\u53cd\u9988\u7684\u667a\u80fd\u8bc6\u522b\u3001\u4efb\u52a1\u7684\u81ea\u52a8\u6d41\u8f6c\u548c\u6307\u6d3e\uff1b\u6700\u540e\uff0c\u901a\u8fc7<\/strong>\u3010\u62a5\u8868\u5f15\u64ce\u3011**\uff0c\u5c06\u6536\u96c6\u5230\u7684\u6570\u636e\u5b9e\u65f6\u5448\u73b0\u5728\u53ef\u4ea4\u4e92\u7684\u6570\u636e\u770b\u677f\u4e0a\uff0c\u4f9b\u7ba1\u7406\u5c42\u51b3\u7b56\u3002\u8fd9\u5957\u7ec4\u5408\u62f3\uff0c\u6b63\u662f\u5b9e\u73b0QMS\uff08\u8d28\u91cf\u7ba1\u7406\uff09\u548cSMS\uff08\u670d\u52a1\u7ba1\u7406\uff09\u6570\u5b57\u5316\u843d\u5730\u7684\u6700\u4f73\u5b9e\u8df5\uff0c\u5b83\u5c06\u590d\u6742\u7684\u7ba1\u7406\u6d41\u7a0b\u53d8\u5f97\u7b80\u5355\u3001\u9ad8\u6548\u4e14\u900f\u660e\u3002<\/p>\n<h2><span 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