Isingeniso

Amabhizinisi avame ukubhekana nezinselele ekuqondeni ukucabanga kwamakhasimende awo. Naphezu kwemizamo efana nokuxhumana okuvamile nokuqoqa impendulo yekhwalithi, kuseyinselele ukuhlonza amakhasimende asengozini yokushiya nokunquma izici ezithonya izinqumo zawo.

Ukuze kubhekwane nalolu daba, izinkampani zidinga imethrikhi esezingeni elisiza ukuhlola ukuzwela kwekhasimende futhi ihlole ukuthi imikhiqizo noma amasevisi abo ayahlangabezana yini nokulindelwe yikhasimende. Yilapho i-Net Promoter Score (NPS) ibaluleka khona.

Isikolo se-NPS sidlula nje ukulinganisa ukwaneliseka ngokusabela okuhle njengokuthi “like👍” emkhiqizweni. Kuyasiza ukuhlukanisa umdlandla wangempela wamakhasimende nokubekezelela nje noma ukungabi nandaba.

Kulesi sihloko, sizochaza I-Net Promoter Score futhi sinikeze umhlahlandlela wesinyathelo ngesinyathelo wokuthi ungabalela kanjani ibhizinisi lakho.

Yini Impela I-Net Promoter Score

I-Net Promoter Score (NPS) ihlola ukuzizwisa kwekhasimende ngokubuza amakhasimende ukuthi mangakanani amathuba okuthi ancome umkhiqizo noma isevisi kumngane, esebenzisa isikali esisuka ku-0 siye ku-10. Amaphuzu angu-10 abonisa amathuba aphezulu okuncoma, kuyilapho u-0 ephakamisa okuphambene (Reichheld, 2023). Lesi silinganiso sokwaneliseka kwamakhasimende manje sesiyindinganiso yomhlaba wonke, ngaphezu kuka-69% wamaqembu anolwazi lwamakhasimende asebenzisa i-NPS njengemethrikhi eyinhloko yokubumba izinqubomgomo nokusebenzisana kwawo.

Umqondo we-NPS wethulwa ngu-Fred Reichheld, uzakwethu e-Bain & Company, ngo-2003. I-Reichheld yaziwa kabanzi njengomdali we-NPS, okuhlanganisa nombuzo obalulekile wokuba nokwenzeka kwesincomo kanye nesilinganiso sayo sokulinganisa esihambisanayo.

Izinhlobo Ezintathu Zabaphenduli be-NPS: Amaphromotha, Ama-Passive kanye Nabanciphisi

Ukuze ulinganise ukuthi amakhasimende akho uwazisa ngempela yini umkhiqizo wakho, cabanga ukuthi angawuncoma yini kubangani noma ozakwenu. Le ndlela yokubheka ishintsha umbono wabo, ibenze bacabange ukuthi bazimisele yini ukuhlobanisa isithunzi sabo siqu nokuvumela umkhiqizo. Amakhasimende azobonisa ukuthembela kwawo emandleni omkhiqizo okuthuthukisa umsebenzi wozakwabo noma, ngokuphambene, abeke engcupheni yokulimaza umkhiqizo wawo siqu.

Ukuze kuhlolwe ngobuningi le mibono yamakhasimende, izinhlolovo ze-Net Promoter Score (NPS) zihlukanisa abaphendulayo ngamaqembu amathathu: Amaphromotha, Ama-Passive, kanye Nezinciphisi.

• Abaxhasi

Bangabasekeli abashisekayo abathembela kakhulu umkhiqizo wakho futhi bangancoma ibhizinisi lakho kalula kumngane. Zibalulekile ekuthuthukiseni isithombe esihle futhi zikhiqize ukukhula kwe-organic ngokusebenzisa izwi lomlomo. Kusistimu ye-Net Promoter Score, abathuthukisi yilabo abalinganisela amathuba abo okuncoma njengabayi-9 noma angu-10. Amabhizinisi ahlose ukukhulisa inani lamakhasimende ngaphakathi kwalesi sigaba somgqugquzeli ukuze kuthuthukiswe ukwaneliseka kwamakhasimende kanye nokwethembeka.

• Iphasishi

Banelisekile ngomkhiqizo wakho kodwa abanawo umdlandla wokuwuncoma. Nakuba zingase zingaphazamisi umkhiqizo wakho, ukungathathi hlangothi kwazo akusizi ngempela ekukhuleni kwebhizinisi. Ama-Passive ahlonzwa njengalawo anikeza isilinganiso esingu-7 noma 8. Ukuhlanganyela lawa makhasimende ngempumelelo kakhudlwana kungasiza ukuwaguqula abe abathuthukisi, ngaleyo ndlela kuvikeleke ukwethembeka kwawo futhi kuphakamise umbono wawo womkhiqizo wakho.

• Abahoxisi

Angamakhasimende anganelisekile okungenzeka angeke ancome ibhizinisi lakho futhi angase avimbele abanye ekusebenziseni imikhiqizo noma amasevisi akho. Amakwa ngamaphuzu asuka ku-0 kuye ku-6. Kubalulekile ukuthi amabhizinisi aqonde izimbangela zalezi zikolo eziphansi futhi abhekane nalezi zinkinga ngokushesha. Ukunciphisa inani labaphikisi kungathuthukisa kakhulu isithunzi senkampani futhi kwehlise impendulo yemakethe engemihle.

I-NPS ingakusiza kanjani ukuthi wenze izinqumo zamasu

I-Net Promoter Score (NPS) iwusizo kakhulu kumabhizinisi ngenxa yezizathu eziningi. Empeleni, ivumela abanikazi bamabhizinisi, abakhangisi, nabaqhubi ukuthi bathole uma imikhiqizo namasevisi abo ashaya uphawu kumakhasimende abo. Kucabange njengenye yezinhlelo zokusebenza ezibulalayo ukuze ibhizinisi lakho libe semgudwini wempumelelo.

Kwesinye isikhathi, ukuthola ukufundwa kwangempela kumakhasimende akho nokuthi anqwabelana kanjani nalokho wena noma izimbangi zakho enikwenzayo kungaba luqili. I-NPS isebenza njengesheke lezempilo lomkhiqizo wakho, iqondisa isu lakho futhi ikubonise ukuthi ungayiphindisela kuphi imizamo yakho. Konke kumayelana nokukusiza ukuthi ukhule ngesivinini esilungile futhi ulungiselele okulandelayo. Ngokuqondile, amabhizinisi angasebenzisa amaphuzu awo e-NPS ukwenza izinqumo zamasu

• Siza ukuthuthukisa ulwazi,
• Yehlisa ukuvuvukala,
• I-Benchmark ngokumelene nezimbangi,
• Ukukhula kwesibikezelo.

Sibalwa kanjani isikolo sophromotha we-Net?

Ukubala I-Net Promoter Score (NPS) kuhilela inqubo eqondile engahlukaniswa ibe izinyathelo ezimbalwa ezibalulekile:

1. Hlola Amakhasimende Akho: Inqubo iqala ngokuthumela inhlolovo ye-NPS kumakhasimende akho amanje. Kungase kudingeke ukuthi unikeze izikhuthazo ukuze ubakhuthaze ukuthi baqedele inhlolovo. Lokhu kuqinisekisa izinga lokuphendula eliphezulu kanye nedatha enembe kakhudlwana.

2. Dizayina Umbuzo Wocwaningo: Umongo wenhlolovo ye-NPS umbuzo othi, "Mangakanani amathuba okuthi uncome lo mkhiqizo/umkhiqizo kumngane noma osebenza naye?" Lo mbuzo ubalulekile ekulinganiseni ukwethembeka nokwaneliseka kwekhasimende.
3. Khetha Ithuluzi Lokuhlola: Amathuluzi ahlukahlukene ayatholakala wokwenza lolu cwaningo, njenge-Qualtrics, Satmetrix Systems, ne-Medallia. Lezi zingxenyekazi zingenza kube lula ukusatshalaliswa nokuphathwa kwenhlolovo yakho.
4. Setha Isikali Sempendulo: Abaphendulayo kufanele banikezwe isikali esisuka koku-1 kuye ku-10 ukuze balinganisele amathuba abo okuncoma umkhiqizo. Nansi indlela izimpendulo ezihlukaniswa ngayo:

• Amaphuzu angu-9-10 abhalwe ngokuthi 'Abathuthukisi'—laba abathanda abathembekile abazoqhubeka nokuthenga futhi bathumele abanye, okubhebhezela ukukhula.
• Izikolo eziyisi-7-8 zilebulwe ngokuthi 'Izinto Zokudlula'—amakhasimende anelisekile kodwa angenamdlandla asengozini yokunikezwa ukuncintisana.
• Izikolo ezisuka ku-0-6 zithathwa 'njengabanciphisi'—amakhasimende angajabule angalimaza umkhiqizo wakho futhi avimbele ukukhula ngokusebenzisa igama elibi lomlomo.

5. Bala Izikolo: Ukuze uthole i-NPS yakho, bala iphesenti lamakhasimende angamaphromotha nabaphikisi. Bese, ususa iphesenti labaphikisi kumaphesenti abaphromotha. Isibalo esiwumphumela yi-Net Promoter Score yakho, engasukela ku--100 (bonke abaphikisi) ukuya ku-+100 (bonke abaphromotha). Lesi sikolo sikusiza ukuthi uqonde ukwaneliseka kwamakhasimende sekukonke namazinga obuqotho kumkhiqizo wakho.

Qonda Incazelo Yesikolo Se-NPS Ebhizinisini.

Ukuqonda ukuthi yini eyakha I-Net Promoter Score (NPS) enhle kubalulekile ngemva kokuthi uthumele inhlolovo yakho futhi ubale imiphumela. Nansi indlela yokutolika isikolo ositholile:

1. Ukutolika isikolo sakho: Uma usuyibalile i-NPS yakho, lesi sikolo sisebenza njengenkomba yempilo yekhasimende lakho futhi ikuvumela ukuthi ulinganisele oqhudelana nabo. I-NPS isukela ku--100 iye ku-100, ibonisa amazinga ahlukahlukene okwethembeka kwamakhasimende.

2. Amabanga Amaphuzu Nezincazelo zawo:

• -100 kuya ku-0: Idinga Ukuthuthukiswa. Lobu bubanzi bubonisa amaphuzu aphansi, okuphakamisa ukuthi kubalulekile ukuhlola kabusha isu lakho lokuzizwisa amakhasimende akho futhi uqonde kangcono izidingo zamakhasimende akho.
• 0 kuya ku-30: Kuhle. Amaphuzu angaphakathi kwalolu banga aqinile, abonisa ukuthi amakhasimende akho aneliseke ngokwanele. Nokho, isekhona indawo yokuthuthukisa. Leli yithuba elihle lokuxhumana namakhasimende akho futhi uthole izindlela zokuthuthukisa ukuzizwisa kwawo.
• 30 kuya ku-70: Kuhle. Uma isikolo sakho siwela kuleli banga, kukhombisa ukuthi amakhasimende akho ajabule kakhulu ngolwazi lwawo. Imikhiqizo noma amasevisi akho ayahlangabezana noma adlula okulindelekile.
• 70 kuya ku-100: Kuhle kakhulu. Ukuzuza amaphuzu kulobu bubanzi kuyinto engavamile. Kusho ukuthi uletha umuzwa ophakeme futhi ugcina izinga eliphezulu lokwethembeka kwamakhasimende, okuyinto encomekayo.

Ibanga ngalinye linikeza impendulo ethile yokuthi amakhasimende akho akubona kanjani ukusebenzisana kwawo nebhizinisi lakho, nokuthi yiziphi izinyathelo ongase udinge ukuzenza ngokulandelayo ukuze ulondoloze noma uthuthukise le mibono.

amazwi okugcina

Sengiphetha, I-Net Promoter Score (NPS) ingaphezu nje kwenkulumo yezinombolo; kuyisilinganiso esibalulekile sokwethembeka nokwaneliseka kwamakhasimende. Ngokuqonda indlela yokubala nokuhumusha lesi sibalo, amabhizinisi angakwazi ukukhomba izindawo zempumelelo namathuba okuthuthukisa. Ukuthi isikolo sakho sibonisa isidingo soshintsho olukhulu, noma sibungaza isevisi yakho eyingqayizivele, ibanga ngalinye linikeza imininingwane ebalulekile yokuthi amakhasimende akho akubona kanjani ukusebenzisana kwawo nomkhiqizo wakho. Khumbula, umgomo akukhona nje ukuthola amaphuzu amahle, kodwa ukusebenzisa le mininingwane ukuze ukhuthaze isiko lokuthuthuka okuqhubekayo, ukuqinisekisa ukuthi konke ukusebenzelana kwamakhasimende kunomthelela omuhle ekukhuleni kwebhizinisi lakho. Yamukela impendulo, xhumana namakhasimende akho, futhi ulwele ukwenza kahle—kuyindlela eqinisekile yempumelelo eqhubekayo. Ukuze kuzuze ukusebenzisa i-NPS ebhizinisini lakho, futhi indlela yokuthuthukisa iyeza kubhulogi elandelayo, sicela unikeze okuthi Like👍, Comment📑, futhi Bhalisela!

Uhlu lwezithenjwa:
Reichheld, FF (2023). Inombolo eyodwa oyidingayo ukuze ukhule. I-Harvard Business Review. http://hbr.org/2003/12/the-one-number-you-need-to-grow