{"id":361443,"date":"2020-04-22T07:01:21","date_gmt":"2020-04-22T07:01:21","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=361443"},"modified":"2023-01-11T06:13:34","modified_gmt":"2023-01-11T06:13:34","slug":"how-to-measure-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/ar\/how-to-measure-customer-satisfaction\/","title":{"rendered":"\u0643\u064a\u0641\u064a\u0629 \u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u064a\u0639\u062f \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0645\u0642\u064a\u0627\u0633\u064b\u0627 \u0645\u0647\u0645\u064b\u0627 <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 400;\">\u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/span><\/a><span style=\"font-weight: 400;\"> \u0644\u0641\u0647\u0645 \u0634\u0639\u0648\u0631 \u0639\u0645\u0644\u0627\u0626\u0643 \u062a\u062c\u0627\u0647 \u0645\u0646\u062a\u062c\u0627\u062a\u0643 \u0623\u0648 \u062e\u062f\u0645\u0627\u062a\u0643. \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0645\u0639 \u0639\u0645\u0644\u0627\u0626\u0643 \u0647\u0648 \u0627\u0644\u0637\u0631\u064a\u0642\u0629 \u0627\u0644\u062d\u0642\u064a\u0642\u064a\u0629 \u0627\u0644\u0648\u062d\u064a\u062f\u0629 \u0644\u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u0627\u062d\u062f\u0629 \u0645\u0646 \u0623\u0643\u062b\u0631 \u0627\u0644\u0637\u0631\u0642 \u0634\u064a\u0648\u0639\u064b\u0627 \u0644\u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u064a \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a. \u064a\u0633\u062c\u0644 \u0627\u0644\u0645\u0633\u062a\u062c\u064a\u0628\u0648\u0646 \u0645\u0644\u0627\u062d\u0638\u0627\u062a\u0647\u0645 \u0639\u0628\u0631 \u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u0627\u062e\u062a\u064a\u0627\u0631 \u0645\u0646 \u0645\u062a\u0639\u062f\u062f \u060c \u0648\u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u062a\u0642\u064a\u064a\u0645 \u060c \u0648\u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u0645\u0641\u062a\u0648\u062d\u0629 \u060c \u0648\u0645\u0627 \u0625\u0644\u0649 \u0630\u0644\u0643. \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0627\u0639\u062f\u0643 \u0623\u062f\u0648\u0627\u062a \u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u062c\u0645\u0639 \u0631\u0624\u0649 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0641\u0639\u0644\u064a \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0639\u0628\u0631 \u0627\u0644\u0625\u0646\u062a\u0631\u0646\u062a \u0648\u062a\u0642\u062f\u064a\u0645 \u062a\u062c\u0627\u0631\u0628 \u0645\u0645\u062a\u0627\u0632\u0629.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0645\u0643\u0646\u0643 \u0642\u064a\u0627\u0633 <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/ar\/what-is-customer-satisfaction-score\/\"><span style=\"font-weight: 400;\">\u062f\u0631\u062c\u0629 CSAT<\/span><\/a><span style=\"font-weight: 400;\"> \u0645\u0646 \u0627\u0644\u0631\u062f\u0648\u062f \u0623\u062f\u0646\u0627\u0647.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;\u0645\u0627 \u062a\u0642\u064a\u064a\u0645\u0643 \u0644\u0631\u0636\u0627\u0643 \u0627\u0644\u0639\u0627\u0645 \u0639\u0646 [\u0627\u0644\u0645\u0646\u062a\u062c \/ \u0627\u0644\u062e\u062f\u0645\u0629]\u061f&#8221;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u062a\u0631\u0627\u0648\u062d \u0627\u0644\u062e\u064a\u0627\u0631\u0627\u062a \u0639\u0627\u062f\u0629 \u0645\u0646 \u0623\u062d\u062f \u0637\u0631\u0641\u064a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u0631\u0636\u0627 \u0625\u0644\u0649 \u0627\u0644\u0639\u0643\u0633 \u0627\u0644\u0642\u0637\u0628\u064a.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u063a\u064a\u0631<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0631\u0627\u0636\u064d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062a\u0645\u0627\u0645\u064b\u0627 \u063a\u064a\u0631 \u0631\u0627\u0636\u064d \u0645\u062d\u0627\u064a\u062f<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062c\u062f\u064b\u0627<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0643\u0644\u0645\u0627<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u0627\u0631\u062a\u0641\u0639 \u0639\u062f\u062f \u0627\u0644\u0631\u062f\u0648\u062f \u0644\u0640 &#8220;\u0631\u0627\u0636\u064d&#8221; \u0648 &#8220;\u0631\u0627\u0636\u064d \u062c\u062f\u064b\u0627&#8221; \u060c \u0627\u0631\u062a\u0641\u0639\u062a \u0627\u0644\u062f\u0631\u062c\u0629. \u0625\u0646\u0647 \u064a\u0639\u0646\u064a \u0623\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0633\u0639\u062f\u0627\u0621 \u0628\u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0648\u0627\u0644\u062e\u062f\u0645\u0627\u062a. \u0645\u0646 \u0627\u0644\u0645\u0631\u062c\u062d \u0623\u0646 \u064a\u0638\u0644\u0648\u0627 \u0645\u062e\u0644\u0635\u064a\u0646 \u0648\u064a\u0624\u062f\u064a\u0648\u0646 \u0625\u0644\u0649 \u0646\u0645\u0648 \u0623\u0639\u0645\u0627\u0644 \u0645\u0633\u062a\u0642\u0631.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0627\u0644\u062c\u0627\u0647\u0632\u0629 <\/span><a href=\"https:\/\/www.questionpro.com\/ar\/survey-templates\/customer-satisfaction-surveys\/\"><span style=\"font-weight: 400;\">\u0642\u0648\u0627\u0644\u0628 \u0627\u0633\u062a\u0628\u064a\u0627\u0646 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/span><\/a><span style=\"font-weight: 400;\"> \u0644\u0644\u0623\u0646\u0634\u0637\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0627\u0644\u0645\u062e\u062a\u0644\u0641\u0629.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u0643\u064a\u0641 \u064a\u062a\u0645 \u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)\u061f<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u0623\u062d\u064a\u0627\u0646\u064b\u0627 \u064a\u0643\u0648\u0646 \u0645\u0646 \u0627\u0644\u0635\u0639\u0628 \u0639\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u064a\u0646 \u0648\u0627\u0644\u0645\u0633\u0648\u0642\u064a\u0646 \u0627\u062e\u062a\u064a\u0627\u0631 \u0645\u0633\u0627\u0631 \u0627\u0644\u0639\u0645\u0644 \u0648\u0642\u064a\u0627\u0633 \u0645\u062f\u0649<\/span><a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\"><span style=\"font-weight: 400;\"> \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/span><\/a><span style=\"font-weight: 400;\">. \u0627\u0644\u0637\u0631\u064a\u0642\u0629 \u0627\u0644\u062a\u064a \u062a\u0646\u0645\u064a \u0628\u0647\u0627 \u0627\u0644\u0633\u0639\u0627\u062f\u0629 \u0648\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0647\u0627 \u0633\u062a\u0643\u0648\u0646 \u0641\u0631\u064a\u062f\u0629 \u0644\u0645\u0624\u0633\u0633\u062a\u0643. \u0648\u0645\u0639 \u0630\u0644\u0643 \u060c \u064a\u0645\u0643\u0646 \u0642\u064a\u0627\u0633 \u0639\u0646\u0627\u0635\u0631 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0645\u0631\u0636\u064a\u0629 \u0628\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u062a \u0645\u0645\u0627\u062b\u0644\u0629 \u060c \u0628\u063a\u0636 \u0627\u0644\u0646\u0638\u0631 \u0639\u0646 \u0645\u062c\u0627\u0644 \u0639\u0645\u0644\u0643 \u0648\u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0648\u0627\u0644\u062e\u062f\u0645\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0642\u062f\u0645\u0647\u0627.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0644\u0642\u062f \u062d\u062f\u062f\u0646\u0627 \u0633\u0628\u0639 \u062e\u0637\u0648\u0627\u062a \u0631\u0626\u064a\u0633\u064a\u0629 \u0639\u0644\u064a\u0643 \u0627\u062a\u0628\u0627\u0639\u0647\u0627 \u0644\u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0646\u062c\u0627\u062d.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062d\u062f\u062f \u062a\u0631\u0643\u064a\u0632\u0643 \u0627\u0644\u0628\u062d\u062b\u064a.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">\u0642\u0628\u0644 \u0623\u0646 \u062a\u0628\u062f\u0623 \u0633\u0639\u064a\u0643 \u0644\u0642\u064a\u0627\u0633 CSAT \u060c \u064a\u062c\u0628 \u0623\u0646 \u062a\u062d\u062f\u062f \u0623\u0647\u062f\u0627\u0641\u064b\u0627 \u0648\u0627\u0636\u062d\u0629. \u0644\u0645\u0627\u0630\u0627 \u0646\u0642\u064a\u0633\u0647\u0627\u061f \u0627\u0648 \u0644\u0645\u0627\u0630\u0627 \u0627\u0644\u0627\u0646\u061f \u0642\u062f \u064a\u062a\u0645 \u0627\u0646\u062d\u0631\u0627\u0641 \u0642\u064a\u0627\u0633\u0643 \u0623\u0648 \u0628\u064a\u0627\u0646\u0627\u062a\u0643 \u062f\u0648\u0646 \u062a\u0631\u0643\u064a\u0632 \u0645\u062d\u062f\u062f \u0648\u0644\u0646 \u062a\u0633\u0627\u0639\u062f\u0643 \u0639\u0644\u0649 \u062a\u062d\u0642\u064a\u0642 \u0623\u0647\u062f\u0627\u0641\u0643. \u0633\u062a\u062a\u0644\u0642\u0649 \u0627\u0644\u0643\u062b\u064a\u0631 \u0645\u0646 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0639\u0646\u062f\u0645\u0627 \u062a\u0628\u062f\u0623 \u0641\u064a \u0627\u0644\u062a\u0645\u0631\u064a\u0646 \u060c \u0627\u0639\u062a\u0645\u0627\u062f\u064b\u0627 \u0639\u0644\u0649 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0648\u0642\u062f\u0631\u0627\u062a\u0643 \u0648\u0645\u0627 \u0625\u0644\u0649 \u0630\u0644\u0643. \u0625\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0628\u0634\u0643\u0644 \u062c\u064a\u062f \u0644\u0647 \u0647\u062f\u0641 \u0648\u0627\u0636\u062d \u0641\u064a \u0627\u0644\u0627\u0639\u062a\u0628\u0627\u0631. \u0633\u064a\u0633\u0627\u0639\u062f \u0641\u064a \u062a\u0648\u062c\u064a\u0647 \u062e\u0637\u0637\u0643 \u0648\u0625\u062c\u0631\u0627\u0621\u0627\u062a\u0643 \u0648\u0633\u064a\u062d\u0642\u0642 \u0646\u062a\u0627\u0626\u062c \u0631\u0627\u0626\u0639\u0629. \u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u0631\u0624\u0649 \u0645\u0646 \u0647\u0630\u0627 \u0644\u0645\u0639\u0627\u0644\u062c\u0629 \u0645\u0646\u0627\u0637\u0642 \u0627\u0644\u0641\u062c\u0648\u0627\u062a \u0648\u062a\u0633\u0647\u064a\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0636\u0639 \u062e\u0637\u0629.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">\u0627\u0644\u0622\u0646 \u0628\u0639\u062f \u0623\u0646 \u0623\u0635\u0628\u062d \u0644\u062f\u064a\u0643 \u0647\u062f\u0641 \u0648\u0627\u0636\u062d \u0641\u064a \u0639\u0642\u0644\u0643 \u060c \u0641\u0623\u0646\u062a \u0628\u062d\u0627\u062c\u0629 \u0625\u0644\u0649 \u062e\u0637\u0629 \u0644\u062a\u062d\u0642\u064a\u0642\u0647. \u064a\u062c\u0628 \u0623\u0646 \u062a\u062a\u0631\u062c\u0645 \u0647\u0630\u0647 \u0627\u0644\u062e\u0637\u0629 \u0625\u0644\u0649 \u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062c\u0645\u0639\u0647\u0627. \u0642\u062f \u064a\u0639\u0646\u064a \u0630\u0644\u0643 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u062a\u0646\u0642\u0644 \u0641\u064a \u0645\u0648\u0642\u0639 \u0627\u0644\u0648\u064a\u0628 \u0627\u0644\u062e\u0627\u0635 \u0628\u0643 \u060c \u0648\u0623\u0646\u0638\u0645\u0629 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u060c \u0648\u0625\u0646\u0634\u0627\u0621 \u0642\u0627\u0639\u062f\u0629 \u0645\u0639\u0631\u0641\u064a\u0629 \u060c \u0648\u062a\u0628\u0633\u064a\u0637 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u060c<\/span><\/li>\n<\/ol>\n<p><a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\"><span style=\"font-weight: 400;\">\u0625\u0644\u062e<\/span><\/a><span style=\"font-weight: 400;\"> . \u0648\u0645\u0639 \u0630\u0644\u0643 \u060c \u0641\u0647\u064a \u0644\u064a\u0633\u062a \u0623\u062f\u0627\u0629 \u0645\u0642\u0627\u0633 \u0648\u0627\u062d\u062f \u064a\u0646\u0627\u0633\u0628 \u0627\u0644\u062c\u0645\u064a\u0639. \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u062a\u0631\u0643\u064a\u0632\u0643 \u060c \u064a\u0645\u0643\u0646\u0643 \u062a\u062d\u062f\u064a\u062f \u0623\u064a \u0645\u0646 \u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062a\u0627\u0644\u064a\u0629.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u064a\u0642\u064a\u0633 Net Promoter Score\u00ae (NPS)<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.questionpro.com\/net-promoter-score\/\"><span style=\"font-weight: 400;\">NPS<\/span><\/a><span style=\"font-weight: 400;\"> \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0637\u0631\u062d \u0627\u0644\u0633\u0624\u0627\u0644 \u060c &#8220;\u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u062a\u062c\u0631\u0628\u062a\u0643 \u0627\u0644\u0643\u0627\u0645\u0644\u0629 \u0645\u0639 \u0627\u0644\u0645\u0646\u0638\u0645\u0629 \u060c \u0645\u0627 \u0645\u062f\u0649 \u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u0623\u0646 \u062a\u0648\u0635\u064a \u0628\u0647 \u0644\u0623\u0635\u062f\u0642\u0627\u0626\u0643 \u0648\u0632\u0645\u0644\u0627\u0626\u0643\u061f&#8221; \u064a\u0645\u0643\u0646 \u062a\u0648\u0632\u064a\u0639 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a NPS \u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u062a\u0635\u0627\u0644 \u0645\u062e\u062a\u0644\u0641\u0629 \u0644\u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644. \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0627\u0644\u0646\u062a\u064a\u062c\u0629 \u0641\u064a \u0643\u0644 \u0646\u0642\u0637\u0629 \u060c \u064a\u0645\u0643\u0646\u0643 \u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646. \u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644 \u060c \u062a\u0639\u0646\u064a \u062f\u0631\u062c\u0629 NPS \u0627\u0644\u0628\u0627\u0644\u063a\u0629 5 \u0644\u0641\u0631\u064a\u0642 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0623\u0646 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 \u0644\u062f\u064a\u0647\u0645 \u062a\u062c\u0631\u0628\u0629 \u0633\u064a\u0626\u0629. \u0645\u0646 \u063a\u064a\u0631 \u0627\u0644\u0645\u062d\u062a\u0645\u0644 \u0623\u0646 \u064a\u0648\u0635\u0648\u0627 \u0627\u0644\u0622\u062e\u0631\u064a\u0646 \u0628\u0639\u0645\u0644\u0643. \u0648\u0628\u0627\u0644\u062a\u0627\u0644\u064a \u060c \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0643\u0648\u0646 \u0645\u0646\u0637\u0642\u0629 \u0646\u0634\u0637\u0629 \u0644\u0641\u0631\u064a\u0642 \u0627\u0644\u0625\u062f\u0627\u0631\u0629 \u0644\u0636\u0645\u0627\u0646 \u0639\u062f\u0645 \u0627\u0646\u062a\u0647\u0627\u0621 \u0639\u0644\u0627\u0642\u062a\u0647\u0645 \u0645\u0639 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u062a\u0639\u0644\u0645 \u0623\u0643\u062b\u0631: <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/ar\/net-promoter-score-survey\/\"><span style=\"font-weight: 400;\">\u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u0645\u0631\u0648\u062c (NPS)<\/span><\/a><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0646\u0642\u0627\u0637 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (\u062f\u0631\u062c\u0629 CSAT)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u064a\u0642\u064a\u0633 CSAT \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u0631\u0636\u0627 \u0623\u0648 \u0639\u062f\u0645 \u0627\u0644\u0631\u0636\u0627 \u0639\u0646 \u0645\u0646\u062a\u062c\u0643 \u0623\u0648 \u062e\u062f\u0645\u062a\u0643. \u0639\u0627\u062f\u0629 \u060c \u064a\u0642\u064a\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0631\u0636\u0627\u0647\u0645 \u0639\u0644\u0649 \u0645\u0642\u064a\u0627\u0633 \u0645\u0646 1-3 \u0623\u0648 1-5 \u0623\u0648 1-7. \u062f\u0631\u062c\u0629 CSAT \u0647\u064a \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0631\u0627\u0636\u064a\u0646 \u0627\u0644\u0630\u064a\u0646 \u064a\u0633\u062a\u0645\u062a\u0639\u0648\u0646 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0646\u062a\u062c\u0627\u062a\u0643 \u0648\u062e\u062f\u0645\u0627\u062a\u0643. \u0645\u0646 \u0627\u0644\u0645\u062d\u062a\u0645\u0644 \u0623\u0646 \u064a\u0633\u062a\u0645\u0631\u0648\u0627 \u0641\u064a \u0634\u0631\u0627\u0621 \u0639\u0631\u0648\u0636\u0643 \u0641\u064a \u0627\u0644\u0645\u0633\u062a\u0642\u0628\u0644 \u0623\u064a\u0636\u064b\u0627. \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0643\u0648\u0646 \u062f\u0631\u062c\u0629 CSAT \u0645\u0642\u064a\u0627\u0633\u064b\u0627 \u0645\u0645\u062a\u0627\u0632\u064b\u0627 \u0644\u0644\u062a\u0646\u0628\u0624 \u0628\u0627\u0644\u0645\u0628\u064a\u0639\u0627\u062a \u0648\u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u0630\u0643\u064a\u0629.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0646\u0642\u0627\u0637 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u0645\u062b\u0644 CSAT \u060c CES \u0639\u0644\u0649 \u062a\u0635\u0646\u064a\u0641\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0644\u0649 \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u062a\u0634\u063a\u064a\u0644 \u0623\u0648 \u0627\u0644\u062a\u062c\u0631\u0628\u0629. \u064a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u0648\u0646 \u0642\u062f \u0627\u0633\u062a\u0645\u062a\u0639\u0648\u0627 \u0628\u062a\u062c\u0631\u0628\u0629 \u0633\u0644\u0633\u0629 \u0648\u062e\u0627\u0644\u064a\u0629 \u0645\u0646 \u0627\u0644\u0645\u062a\u0627\u0639\u0628 \u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u062a\u0635\u0627\u0644 \u0645\u062e\u062a\u0644\u0641\u0629 \u0645\u0646 \u0631\u062d\u0644\u062a\u0647\u0645. \u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644 \u060c \u064a\u0645\u0643\u0646\u0643 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0623\u062f\u0646\u0627\u0647 \u0644\u062d\u0633\u0627\u0628 CES.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">\u0645\u0627 \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u062a\u062d\u062f\u064a\u062f \u0645\u0648\u0642\u0639 \u0645\u062a\u062c\u0631\u0646\u0627\u061f<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">\u0645\u0627 \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u062a\u0634\u063a\u064a\u0644 \u0622\u0644\u062a\u0646\u0627\u061f<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">\u0645\u0627 \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0645\u0639 \u0645\u0648\u0638\u0641\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062f\u064a\u0646\u0627\u061f<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">\u0645\u0627 \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u0639\u062b\u0648\u0631 \u0639\u0644\u0649 \u0627\u0644\u0648\u062b\u0627\u0626\u0642 \u0627\u0644\u0645\u0637\u0644\u0648\u0628\u0629\u061f<\/span><\/li>\n<\/ul>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062a\u0635\u0645\u064a\u0645 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0627\u0644\u0631\u0623\u064a \u0627\u0644\u0641\u0639\u0627\u0644\u0629.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">\u064a\u0639\u062f \u062a\u0635\u0645\u064a\u0645 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a\u0643 \u0623\u0645\u0631\u064b\u0627 \u0628\u0627\u0644\u063a \u0627\u0644\u0623\u0647\u0645\u064a\u0629 \u060c \u0644\u0623\u0646\u0647 \u0633\u064a\u062d\u062f\u062f \u0645\u0639\u062f\u0644 \u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u0645\u0633\u062d \u0648\u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0644\u0647. \u0623\u0646\u062a \u0644\u0627 \u062a\u0631\u064a\u062f \u0623\u0646 \u062a\u0643\u0648\u0646 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0631\u062a\u064a\u0628\u0629 \u0648\u0637\u0648\u064a\u0644\u0629. \u0627\u062c\u0639\u0644 \u0627\u0644\u0623\u0645\u0631 \u0628\u0633\u064a\u0637\u064b\u0627 \u060c \u0648\u0627\u0633\u0623\u0644 \u0641\u0642\u0637 \u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0648\u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0636\u0631\u0648\u0631\u064a\u0629 \u0627\u0644\u062a\u064a \u0645\u0646 \u062e\u0644\u0627\u0644\u0647\u0627 \u0633\u062a\u062d\u0633\u0646 \u0639\u0645\u0644\u064a\u0627\u062a\u0643. \u0642\u062f \u064a\u0643\u0648\u0646 \u0639\u0645\u0644\u0627\u0624\u0643 \u0639\u0644\u0649 \u0627\u0633\u062a\u0639\u062f\u0627\u062f \u0644\u0645\u0644\u0621 \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u060c \u0648\u0644\u0643\u0646 \u0639\u0644\u064a\u0643 \u0628\u0627\u0644\u062a\u0623\u0643\u064a\u062f \u0627\u062d\u062a\u0631\u0627\u0645 \u0648\u0642\u062a\u0647\u0645.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0645\u0646 \u0627\u0644\u062c\u064a\u062f \u062f\u0627\u0626\u0645\u064b\u0627 \u062a\u062e\u0635\u064a\u0635 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a\u0643 \u060c \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0623\u0644\u0648\u0627\u0646 \u0648\u0633\u0645\u0627\u062a \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0644\u062c\u0639\u0644\u0647\u0627 \u0645\u0648\u062b\u0648\u0642\u0629 \u0648\u0623\u0635\u0644\u064a\u0629. \u064a\u0645\u0643\u0646\u0643 \u0623\u064a\u0636\u064b\u0627 \u062a\u0642\u0633\u064a\u0645 \u0628\u064a\u0627\u0646\u0627\u062a\u0643 \u0648\u0625\u0631\u0633\u0627\u0644<\/span><a href=\"https:\/\/www.questionpro.com\/blog\/ar\/%d8%a3%d9%86%d9%88%d8%a7%d8%b9-%d8%a7%d9%84%d9%85%d8%b3%d8%ad-%d9%85%d8%b9-%d8%a3%d9%85%d8%ab%d9%84%d8%a9\/\"><span style=\"font-weight: 400;\"> \u0623\u0646\u0648\u0627\u0639 \u0645\u062e\u062a\u0644\u0641\u0629 \u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a<\/span><\/a><span style=\"font-weight: 400;\"> \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0623\u0641\u0636\u0644 \u0627\u0644\u0646\u062a\u0627\u0626\u062c.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062d\u062f\u062f \u0628\u0631\u0646\u0627\u0645\u062c \u0642\u064a\u0627\u0633 CX.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">\u0625\u0630\u0627 \u0643\u0646\u062a \u062a\u0633\u062a\u062e\u062f\u0645 \u0623\u062f\u0627\u0629 \u0642\u064a\u0627\u0633 CX \u0639\u0628\u0631 \u0627\u0644\u0625\u0646\u062a\u0631\u0646\u062a \u0645\u062b\u0644 QuestionPro CX \u060c \u0641\u0644\u062f\u064a\u0643 \u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u0646 \u0627\u0644\u062e\u064a\u0627\u0631\u0627\u062a \u0644\u062a\u0642\u062f\u064a\u0645 \u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a\u0643. \u064a\u0645\u0643\u0646\u0643 \u0625\u0631\u0633\u0627\u0644 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0627\u0644\u0631\u0623\u064a \u0628\u0627\u0644\u0628\u0631\u064a\u062f 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400;\">\u0639\u0646\u062f\u0645\u0627 \u062a\u062a\u0628\u0639 \u0647\u0630\u0647 \u0627\u0644\u062e\u0637\u0648\u0627\u062a \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629 \u0644\u062d\u0633\u0627\u0628 \u0627\u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0627\u0645 \u060c \u0633\u062a\u0645\u0643\u0651\u0646 \u0645\u0624\u0633\u0633\u062a\u0643 \u0645\u0646 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062d\u062a\u0627\u062c\u0647\u0627 \u0644\u062a\u062d\u0633\u064a\u0646 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u062d\u0633\u064a\u0646\u0647\u0627 \u0648\u062a\u0639\u0632\u064a\u0632 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0632\u064a\u0627\u062f\u0629 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.&nbsp;<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0627\u062c\u0645\u0639 \u060c \u062a\u0635\u0631\u0641 \u060c \u0643\u0631\u0631.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">\u0633\u062a\u0624\u062a\u064a \u062c\u0645\u064a\u0639 \u062c\u0647\u0648\u062f\u0643 \u0627\u0644\u0645\u0630\u0643\u0648\u0631\u0629 \u0623\u0639\u0644\u0627\u0647 \u062b\u0645\u0627\u0631\u0647\u0627 \u0625\u0630\u0627 \u062c\u0645\u0639\u062a \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0628\u0634\u0643\u0644 \u0645\u0646\u0627\u0633\u0628 \u060c \u0648\u0639\u0645\u0644\u062a \u0639\u0644\u0649 \u0623\u0633\u0627\u0633\u0647\u0627 \u0644\u0625\u062d\u062f\u0627\u062b \u062a\u063a\u064a\u064a\u0631\u0627\u062a \u0641\u064a \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0648\u0627\u0644\u0623\u0646\u0638\u0645\u0629 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643 \u060c \u0648\u0643\u0631\u0631\u0647\u0627. \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0644\u0637 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\u062d\u0648\u0627\u0644\u064a 31\u066a \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u064a\u0633\u062a\u062c\u064a\u0628\u0648\u0646 \u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0627\u0644\u0631\u0633\u0627\u0626\u0644 \u0627\u0644\u0642\u0635\u064a\u0631\u0629 \u060c \u0648\u064a\u0645\u0643\u0646\u0643 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0630\u0644\u0643 \u0644\u0635\u0627\u0644\u062d\u0643.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>\u0645\u0639\u062f\u0644<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">\u0627\u0644\u062a\u0630\u0628\u0630\u0628 \u0647\u0648 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u0641\u0642\u062f\u0648\u0627 \u0628\u0645\u0631\u0648\u0631 \u0627\u0644\u0648\u0642\u062a. \u0625\u0630\u0627 \u0643\u0646\u062a \u062a\u062c\u0631\u064a 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\u0627\u0644\u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0639\u0627\u0644\u064a. \u0628\u0639\u0636 \u0627\u0644\u0637\u0631\u0642 \u0627\u0644\u062a\u064a \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0627\u0639\u062f\u0643 \u0641\u064a \u062c\u0645\u0639 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0648\u062a\u062d\u0633\u064a\u0646 \u062f\u0631\u062c\u0629 CSAT \u0648\u062a\u062d\u0648\u064a\u0644 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0647\u064a:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>\u0645\u0643\u062a\u0628\u0629 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0627\u0644\u0645\u062c\u0627\u0646\u064a\u0629<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u062a\u0623\u062a\u064a \u0645\u0646\u0635\u0629 \u0625\u062f\u0627\u0631\u0629 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 \u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u0646 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\u0627\u0644\u0645\u0639\u0646\u064a\u064a\u0646. \u0643\u0645\u0627 \u0623\u0646\u0647 \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u062d\u0645\u0627\u064a\u0629 \u0623\u064a \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062d\u0633\u0627\u0633\u0629 \u0642\u062f \u062a\u0643\u0648\u0646 \u0642\u062f \u062c\u0645\u0639\u062a\u0647\u0627 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>\u0627\u0633\u062a\u0631\u062f\u0627\u062f \u0627\u0644\u0645\u0646\u062a\u0642\u062f\u064a\u0646<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u0645\u062a\u0627\u0628\u0639\u0629 \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u063a\u064a\u0631 \u0627\u0644\u0631\u0627\u0636\u064a\u0646 \u0623\u0648 \u063a\u064a\u0631 \u0627\u0644\u0631\u0627\u0636\u064a\u0646 \u0648\u0645\u0639\u0627\u0644\u062c\u0629 \u0623\u064a \u0645\u062e\u0627\u0648\u0641 \u0642\u062f \u062a\u0643\u0648\u0646 \u0644\u062f\u064a\u0647\u0645. \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u0627\u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0641\u0639\u0627\u0644\u0629 \u060c \u064a\u0645\u0643\u0646\u0643 \u062d\u0644 \u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u0642\u062f\u064a\u0646 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0646\u0627\u0633\u0628. \u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u0643\u0634\u0641 \u0639\u0646 \u0627\u0644\u0623\u0646\u0645\u0627\u0637 \u0628\u064a\u0646 \u0627\u0644\u0645\u0631\u0648\u062c\u064a\u0646 \u0648\u062a\u0643\u0631\u0627\u0631\u0647\u0627.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0625\u062c\u0631\u0627\u0621 \u0627\u0633\u062a\u0628\u064a\u0627\u0646 \u0644\u0645\u0639\u0631\u0641\u0629 \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646 \u0639\u0645\u0644\u0627\u0624\u0643 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