intshayelelo

Amashishini ahlala ejongana nemingeni ekuqondeni indlela abacinga ngayo abathengi. Ngaphandle kwemizamo efana nokunxibelelana rhoqo kunye nokuqokelela ingxelo esemgangathweni, kuhlala kungumngeni ukuchonga abathengi abasemngciphekweni wokushiya kunye nokumisela izinto eziphembelela izigqibo zabo.

Ukujongana nalo mba, iinkampani zidinga i-metric esemgangathweni enceda ukuvavanya uvakalelo lwabathengi kunye nokujonga ukuba iimveliso okanye iinkonzo zabo ziyahlangabezana na nokulindelwe ngabathengi. Kulapho i-Net Promoter Score (NPS) ibaluleka khona.

Amanqaku e-NPS adlula nje ukulinganisa ukwaneliseka ngokusabela okulungileyo okufana “nokufana👍” kwimveliso. Inceda ukwahlula ihlombe lomthengi lokwenyani kunyamezelo nje okanye ukungakhathali.

Kweli nqaku, siya kuchaza iNqaku loMkhuseli weNet kwaye sinikeze isikhokelo senyathelo ngenyathelo malunga nokubala njani kwishishini lakho.

Yintoni kanye kanye iNqaku loMkhuseli weNet

I-Net Promoter Score (NPS) ivavanya amava omthengi ngokubuza abathengi ukuba bangakanani amathuba okuba bacebise imveliso okanye inkonzo kumhlobo, besebenzisa isikali ukusuka kwi-0 ukuya kwi-10. Inqaku le-10 libonisa ukuba nokwenzeka okuphezulu kwengcebiso, ngelixa i-0 ibonisa okuchaseneyo (Reichheld, 2023). Lo mlinganiselo wokwaneliseka kwabathengi ngoku ngumgangatho wehlabathi, ngaphezulu kwe-69% yamaqela amava abathengi amkela i-NPS njengemetriki ephambili yokubumba imigaqo-nkqubo kunye nonxibelelwano.

Ingqikelelo ye-NPS yaziswa nguFred Reichheld, ihlakani lase-Bain & Company, ngo-2003. I-Reichheld yamkelwa ngokubanzi njengomdali we-NPS, equka umbuzo obalulekileyo wokuncomela ukuba nokwenzeka kunye nesikali sayo sokulinganisa esihambelanayo.

Iindidi eziNtathu zabaphenduli be-NPS: Abakhuthazi, abaPassive kunye nabachasi

Ukujonga ukuba ngaba abathengi bakho bayayixabisa ngokwenene imveliso yakho, cinga ukuba bangayicebisa kubahlobo bakho okanye koogxa bakho. Le ndlela yokujonga itshintsha indlela abajonga ngayo izinto, ibenza bacinge ukuba bazimisele na ukunxulumanisa isidima sabo sobuqu nokuxhasa imveliso. Abathengi baya kubonakalisa ukuzithemba kwabo kubuchule bemveliso bokuphucula umsebenzi wabo basebenza nabo okanye, ngokuchaseneyo, babeka umngcipheko wokwenza uphawu lwabo lobuqu.

Ukuvavanya ngokobungakanani ezi mbono zabathengi, uphando lwe-Net Promoter Score (NPS) luhlela abaphenduli ngokwamaqela amathathu: Abakhuthazi, abaPassives, kunye nabaDluli.

• Abaxhasi

Bangabaxhasi abanenzondelelo abayithemba kakhulu imveliso yakho kwaye banokucebisa ishishini lakho kumhlobo wakho. Zibalulekile ekukhuthazeni umfanekiso omhle kunye nokuvelisa ukukhula kwe-organic ngokusebenzisa igama-ngomlomo. Kwinkqubo ye-Net Promoter Score, abakhuthazi ngabo balinganisela ukukwazi kwabo ukucebisa njenge-9 okanye i-10. Amashishini anenjongo yokwandisa inani labathengi ngaphakathi kolu didi lwabakhuthazi ukunyusa ukwaneliseka kwabathengi ngokubanzi kunye nokunyaniseka.

• Iimpawu

Banelisekile yimveliso yakho kodwa abanamdla wokuyincoma ngokusebenzayo. Ngelixa zisenokungaphazamisi uphawu lwakho, ukungathathi hlangothi kwabo akuncedi ekukhuleni kweshishini. I-Passives ichongiwe njengabo banika umlinganiselo we-7 okanye 8. Ukubandakanya aba bathengi ngokufanelekileyo kunokunceda ukuguqula ukuba babe ngabakhuthazi, ngaloo ndlela baqinisekise ukunyaniseka kwabo kunye nokukwazi ukuphakamisa umbono wabo we-brand yakho.

• Abagxeki

Bangabathengi abangonelisekanga abafane bacebise ishishini lakho kwaye banokude bathintele abanye ekusebenziseni iimveliso okanye iinkonzo zakho. Ziphawulwa ngamanqaku ukusuka ku-0 ukuya kwisi-6. Kubalulekile ukuba amashishini aqonde izizathu ezibangela la manqaku aphantsi kwaye alungise le miba ngokukhawuleza. Ukunciphisa inani labachasi kunokuphucula kakhulu isidima senkampani kwaye kunciphise ingxelo yentengiso engalunganga.

Inokukunceda njani iNPS ukuba wenze izigqibo zobuchule

I-Net Promoter Score (NPS) iluncedo kakhulu kumashishini ngenxa yeetoni zezizathu. Ngokusisiseko, ivumela abanini bamashishini, abathengisi, kunye nabaqhubi bafumane ngokwenene ukuba iimveliso kunye neenkonzo zabo zibetha uphawu kubathengi babo. Yicinge njengenye yee-apps zokubulala ukufumana ishishini lakho kumkhondo wempumelelo.

Ngamanye amaxesha, ukufumana ufundo lokwenyani kubathengi bakho kunye nendlela abaqokelela ngayo ngokuchasene nento oyenzayo okanye okhuphisana nabo kunokuba luqilima. I-NPS isebenza njengovavanyo lwezempilo lwebhrendi yakho, ikhokela isicwangciso sakho kwaye ikubonise apho unokuphinda kabini phantsi kwiinzame zakho. Konke kukukunceda ukuba ukhule ngesantya esilungileyo kwaye ulungiselele okulandelayo. Ngokuthe ngqo, amashishini anokusebenzisa amanqaku awo eNPS ukwenza izigqibo zobuchule

• Nceda ukuphucula amava,
• Ukunciphisa ukukhathala,
• Umlinganiselo ngokuchasene nabo bakhuphisana nabo,
• Ukukhula koqikelelo.

Libalwa njani amanqaku omnyuseli weNet?

Ukubala i-Net Promoter Score (NPS) ibandakanya inkqubo ethe ngqo enokwahlulwa ibe ngamanyathelo aphambili ambalwa:

1. Vavanya abaxhasi bakho: Inkqubo iqala ngokuthumela uphando lwe-NPS kubathengi bakho bangoku. Kusenokufuneka unikeze inkuthazo ukubakhuthaza ukuba bagqibe uphando. Oku kuqinisekisa izinga eliphezulu lokuphendula kunye nedatha echanekileyo.

2. Yila umbuzo woVavanyo: Undoqo wovavanyo lwe-NPS ngumbuzo othi, "Kulindeleke kangakanani ukuba ucebise olu hlobo/imveliso kumhlobo okanye osebenza naye?" Lo mbuzo ubalulekile ekulinganiseni ukunyaniseka nokwaneliseka komthengi.
3. Khetha iSixhobo soVavanyo: Izixhobo ezahlukeneyo ziyafumaneka ukwenza olu phando, njengeQualtrics, iiNkqubo zeSatmetrix, kunye neMedallia. La maqonga angaququzelela ukuhanjiswa kunye nokulawulwa kophando lwakho.
4. Cwangcisa isikali seMpendulo: Abaphenduli kufuneka banikwe isikali ukusuka kwi-1 ukuya kwi-10 ukulinganisa ukunokwenzeka kwabo ukucebisa imveliso. Nantsi indlela iimpendulo ezihlelwa ngayo:

• Amanqaku ka-9-10 abhalwe 'njengaBakhuthazi'—aba ngabathandi abanyanisekileyo abaya kuhlala bethenga kwaye bathumele abanye, bekhuthaza ukukhula.
• Amanqaku ka-7-8 abhalwe 'njengePassives'-abonelisekileyo kodwa abathengi abangenamdla abasesichengeni sokukhuphisana.
• Amanqaku ukusuka ku-0-6 athathwa ngokuba 'Abachasi'-abathengi abangonwabanga abanokonakalisa ibhrendi yakho kwaye bathintele ukukhula ngokuthetha kakubi ngomlomo.

5. Bala Amanqaku: Ukufumana iNPS yakho, bala ipesenti yabathengi abangabakhuthazi kunye nabachasi. Emva koko, susa ipesenti yabachasi kwipesenti yabakhuthazi. Umzobo obangelwayo linqaku lakho le-Net Promoter, elinokuthi lisusela kwi--100 (bonke abachasi) ukuya ku- +100 (bonke abakhuthazi). Eli nqaku likunceda ukuba uqonde ukoneliseka kwabathengi ngokubanzi kunye namanqanaba okunyaniseka kwibhrendi yakho.

Qonda intsingiselo yamanqaku eNPS kuShishino.

Ukuqonda into ebandakanya iNqaku elilungileyo le-Net Promoter (NPS) kubalulekile emva kokuba uthumele uphando lwakho kwaye ubale iziphumo. Nantsi indlela yokutolika amanqaku owafumeneyo:

1. Ukutolika inqaku lakho: Nje ukuba ubale iNPS yakho, eli nqaku lisebenza njengesalathiso sempilo yomthengi wakho kwaye likuvumela ukuba ulinganise ngokuchasene nabo okhuphisana nabo. I-NPS iqala kwi-100 ukuya kwi-100, ibonisa amanqanaba ahlukeneyo okunyaniseka kwabathengi.

2. Amanqaku oluhlu kunye neentsingiselo zawo:

• -100 ukuya ku-0: Ifuna uPhuculo. Olu luhlu lubonisa amanqaku aphantsi, lucebisa ukuba kubalulekile ukuphinda uhlole isicwangciso sakho samava omthengi kwaye uziqonde ngcono iimfuno zabathengi bakho.
• 0 ukuya ku-30: Kulungile. Inqaku phakathi kolu luhlu liqinile, libonisa ukuba abathengi bakho banelisekile. Nangona kunjalo, kusekho indawo yokuphucula. Eli lithuba elihle lokuzibandakanya nabathengi bakho kwaye ufumane iindlela zokuphucula amava abo.
• 30 ukuya ku-70: Kakhulu. Ukuba amanqaku akho awela kolu luhlu, oko kubonisa ukuba abathengi bakho bonwabe kakhulu ngamava abo. Iimveliso okanye iinkonzo zakho ziyadibana okanye zigqithise ubulindelekile.
• 70 ukuya 100: Egqwesileyo. Ukufumana amanqaku kolu luhlu lukhethekileyo. Kuthetha ukuba unikezela ngamava aphezulu kwaye ugcina inqanaba eliphezulu lokunyaniseka kwabathengi, nto leyo encomekayo.

Uluhlu ngalunye lubonelela ngengxelo ethile malunga nendlela abathengi bakho ababona ngayo ukusebenzisana kwabo neshishini lakho, kwaye ngawaphi amanyathelo onokuthi uwathathe ngokulandelayo ukugcina okanye ukuphucula le mibono.

Amazwi okugqibela

Ukuqukumbela, i-Net Promoter Score (NPS) ingaphezulu nje kokuchazwa kwamanani; sisilinganisi esibalulekileyo sokunyaniseka kwabathengi kunye nokwaneliseka. Ngokuqonda indlela yokubala kunye nokutolika eli nqaku, amashishini anokuchonga iindawo zempumelelo kunye namathuba okuphucula. Nokuba amanqaku akho abonisa imfuno yotshintsho olubalulekileyo, okanye ibhiyozela inkonzo yakho ekhethekileyo, uluhlu ngalunye lubonelela ngolwazi oluxabisekileyo malunga nendlela abathengi bakho ababona ngayo ukusebenzisana kwabo nebrand yakho. Khumbula, injongo ayikokufumana amanqaku kakuhle, kodwa kukusebenzisa ezi ngcinga ukukhuthaza inkcubeko yophuculo oluqhubekayo, ukuqinisekisa ukuba unxibelelwano ngalunye lwabathengi lunegalelo elihle ekukhuleni kweshishini lakho. Yamkela impendulo, zibandakanye nabathengi bakho, kwaye uzame ukugqwesa-yeyona ndlela iqinisekileyo yempumelelo ezinzileyo. Ngenzuzo yokufaka i-NPS kwishishini lakho, kwaye indlela yokuphucula iyeza ibhlog elandelayo, nceda unike iLike👍, Comment📑, kwaye Bhalisa!

Uluhlu lwezalathiso:
Reichheld, FF (2023). Inombolo enye oyifunayo ukuze ukhule. Uphononongo lweShishini laseHarvard. http://hbr.org/2003/12/the-one-number-you-need-to-grow