{"id":799826,"date":"2021-01-04T01:22:13","date_gmt":"2021-01-04T08:22:13","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%84%d9%82%d9%8a%d8%a7%d8%b3-%d8%b1%d8%b6%d8%a7-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1\/"},"modified":"2021-01-04T01:22:13","modified_gmt":"2021-01-04T01:22:13","slug":"%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%84%d9%82%d9%8a%d8%a7%d8%b3-%d8%b1%d8%b6%d8%a7-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/ar\/%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%84%d9%82%d9%8a%d8%a7%d8%b3-%d8%b1%d8%b6%d8%a7-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1\/","title":{"rendered":"\u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621: \u0623\u0641\u0636\u0644 7 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0644\u0642\u064a\u0627\u0633"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">\u0637\u0648\u0627\u0644 \u0639\u0627\u0645 2021 \u060c \u0644\u0645 \u062a\u0643\u0646 \u062a\u0648\u0642\u0639\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0631\u0627\u0626\u0639\u0629 \u0628\u0627\u0644\u0636\u0631\u0648\u0631\u0629 \u0628\u0646\u0641\u0633 \u0627\u0644\u0645\u0633\u062a\u0648\u0649.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0643\u0627\u0646 \u0627\u0644\u0639\u0627\u0644\u0645 \u064a\u0642\u062f\u0645 \u0627\u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0646\u0639\u0645\u0629 \u0648\u0627\u0644\u062a\u0633\u0627\u0647\u0644 \u062d\u064a\u062b \u0633\u0627\u0641\u0631\u062a \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0639\u0628\u0631 \u0627\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0627\u0644\u0623\u0634\u064a\u0627\u0621 \u0627\u0644\u0645\u062c\u0647\u0648\u0644\u0629. \u0648\u0645\u0639 \u0630\u0644\u0643 \u060c \u0645\u0639 \u062f\u062e\u0648\u0644\u0646\u0627 \u0639\u0627\u0645 2022 \u060c \u0633\u062a\u0648\u0627\u062c\u0647 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0628\u0639\u0636 \u0627\u0644\u062a\u062d\u062f\u064a\u0627\u062a \u0627\u0644\u0645\u062e\u062a\u0644\u0641\u0629.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0627\u0644\u062a\u0639\u0628 \u0645\u0646 \u0627\u0644\u0648\u0628\u0627\u0621 \u060c \u0648\u0627\u0644\u0645\u0633\u062a\u0647\u0644\u0643\u064a\u0646 \u0627\u0644\u0645\u062a\u0639\u0628\u064a\u0646 \u0644\u0644\u063a\u0627\u064a\u0629 \u0627\u0644\u0645\u0633\u062a\u0639\u062f\u064a\u0646 \u0644\u0644\u0639\u0648\u062f\u0629 \u0625\u0644\u0649 &#8220;\u0627\u0644\u0648\u0636\u0639 \u0627\u0644\u0637\u0628\u064a\u0639\u064a&#8221; \u0648\u062a\u062e\u064a\u0644\u0648\u0627 \u0631\u0624\u064a\u0629 \u0644\u0645\u0627 \u0633\u064a\u0628\u062f\u0648 \u0639\u0644\u064a\u0647 \u0647\u0630\u0627 \u0627\u0644\u0645\u0634\u0631\u0648\u0628 \u0627\u0644\u0623\u0648\u0644 \u0645\u0639 \u0627\u0644\u0623\u0635\u062f\u0642\u0627\u0621 \u0648\u064a\u0634\u0639\u0631 \u0628\u0647.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0633\u062a\u0643\u0648\u0646 \u0647\u0630\u0647 \u0627\u0644\u0623\u062d\u0644\u0627\u0645 \u0647\u064a \u0627\u0644\u062a\u062d\u062f\u064a \u0627\u0644\u0643\u0628\u064a\u0631 \u0627\u0644\u062a\u0627\u0644\u064a <a href=\"https:\/\/www.questionpro.com\/blog\/importance-and-benefits-of-customer-satisfaction\/\">\u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a>. \u0647\u0630\u0627 \u0647\u0648 \u0627\u0644\u0633\u0628\u0628 \u0641\u064a \u0623\u0646\u0647 \u0633\u064a\u0643\u0648\u0646 \u0645\u0646 \u0627\u0644\u0623\u0647\u0645\u064a\u0629 \u0628\u0645\u0643\u0627\u0646 \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u062d\u0642  <\/span><span style=\"font-weight: 400;\">\u0645\u0642\u0627\u064a\u064a\u0633 <a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/a> \u0644\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0646\u062c\u0627\u062d.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0623\u0635\u0628\u062d \u0642\u064a\u0627\u0633 CSAT \u0627\u0644\u0622\u0646 \u0645\u0639\u064a\u0627\u0631\u0627 \u060c \u0648\u062a\u0633\u0639\u0649 \u0627\u0644\u0645\u0624\u0633\u0633\u0627\u062a \u0628\u0627\u0633\u062a\u0645\u0631\u0627\u0631 \u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0641\u064a \u0643\u0644 \u062e\u0637\u0648\u0629 \u0645\u0646<a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener\"> \u062e\u0637\u0648\u0627\u062a \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/a>.<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">\u0644\u0627 \u062a\u0646\u0633 <\/span><b>\u062a\u0646\u0632\u064a\u0644 \u0627\u0644\u0643\u062a\u0627\u0628 \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0627\u0644\u0645\u062c\u0627\u0646\u064a: \u062f\u0644\u064a\u0644 \u0627\u0644\u0642\u0631\u0627\u0635\u0646\u0629 \u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u060c <\/b><span style=\"font-weight: 400;\">\u0627\u0644\u0645\u062a\u0627\u062d \u0641\u064a \u0646\u0647\u0627\u064a\u0629 \u0647\u0630\u0627 \u0627\u0644\u062f\u0644\u064a\u0644!<\/span><\/p>\n<h2>\u0645\u0627 \u0647\u064a \u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u061f<\/h2>\n<p>\u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u064a \u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u0646 \u0627\u0644\u0642\u064a\u0627\u0633\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0633\u062a\u062e\u062f\u0645\u0647\u0627 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0644\u062a\u0642\u064a\u064a\u0645 \u0631\u0636\u0627 \u0639\u0645\u0644\u0627\u0626\u0647\u0627 \u0639\u0646 \u0645\u0646\u062a\u062c\u0627\u062a\u0647\u0627 \u0623\u0648 \u062e\u062f\u0645\u0627\u062a\u0647\u0627 \u0623\u0648 \u062a\u062c\u0631\u0628\u062a\u0647\u0627 \u0627\u0644\u0625\u062c\u0645\u0627\u0644\u064a\u0629. \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0636\u0631\u0648\u0631\u064a\u0629 \u0644\u0623\u0646\u0647\u0627 \u062a\u0648\u0641\u0631 \u0631\u0624\u0649 \u0642\u064a\u0645\u0629 \u062d\u0648\u0644 \u062a\u0635\u0648\u0631\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0641\u0636\u064a\u0644\u0627\u062a\u0647\u0645 \u0648\u0633\u0644\u0648\u0643\u064a\u0627\u062a\u0647\u0645 \u060c \u0648\u0627\u0644\u062a\u064a \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0627\u0639\u062f \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0639\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0639\u0631\u0648\u0636\u0647\u0627 \u0648\u0632\u064a\u0627\u062f\u0629 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n<p>\u064a\u0645\u0643\u0646 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0627\u0644\u0623\u0646\u0648\u0627\u0639 \u0627\u0644\u0645\u062e\u062a\u0644\u0641\u0629 \u0645\u0646 \u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u060c \u0627\u0639\u062a\u0645\u0627\u062f\u0627 \u0639\u0644\u0649 \u0623\u0647\u062f\u0627\u0641\u0647\u0627 \u0648\u063a\u0627\u064a\u0627\u062a\u0647\u0627. \u062a\u062a\u0636\u0645\u0646 \u0628\u0639\u0636 \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0631\u0636\u0627 \u0627\u0644\u0623\u0643\u062b\u0631 \u0627\u0633\u062a\u062e\u062f\u0627\u0645\u0627 \u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS) \u0648\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0648\u0646\u0642\u0627\u0637 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES) \u0648\u0645\u0639\u062f\u0644 Churn \u0648\u0627\u0644\u0642\u064a\u0645\u0629 \u0627\u0644\u062f\u0627\u0626\u0645\u0629 \u0644\u0644\u0639\u0645\u064a\u0644 (CLV).<\/p>\n<h2><span style=\"font-weight: 400;\">7 \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u0633\u0627\u0633\u064a\u0629 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u064a\u0639\u062f \u0625\u062c\u0631\u0627\u0621 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0637\u0631\u064a\u0642\u0629 \u062c\u064a\u062f\u0629 <a href=\"https:\/\/www.questionpro.com\/blog\/how-to-measure-customer-satisfaction\">\u0644\u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a>. \u0648\u0645\u0639 \u0630\u0644\u0643 \u060c \u0641\u0625\u0646\u0647 \u0644\u064a\u0633 \u0628\u0647\u0630\u0647 \u0627\u0644\u0628\u0633\u0627\u0637\u0629. \u0625\u0646 \u0637\u0631\u062d \u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u0635\u062d\u064a\u062d\u0629 \u0639\u0644\u0649 \u0639\u0645\u0644\u0627\u0626\u0643 \u0647\u0648 \u0627\u0644\u0645\u0641\u062a\u0627\u062d \u0644\u0642\u064a\u0627\u0633\u0647. \u0628\u062f\u0648\u0646 \u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u0635\u062d\u064a\u062d\u0629 \u060c \u0642\u062f \u0644\u0627 \u062a\u0638\u0647\u0631 \u0644\u0643 \u0627\u0644\u0625\u062c\u0627\u0628\u0627\u062a \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0635\u062d\u064a\u062d\u0629. \u0628\u062f\u0648\u0646 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0635\u062d\u064a\u062d\u0629 \u060c \u0644\u0646 \u062a\u062a\u0645\u0643\u0646 \u0645\u0646 \u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0644\u0645\u0639\u0627\u0644\u062c\u062a\u0647\u0627.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0641\u064a\u0645\u0627 \u064a\u0644\u064a \u0633\u0628\u0639\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u0633\u0627\u0633\u064a\u0629 \u0644\u0642\u064a\u0627\u0633 CSAT \u0648\u0643\u064a\u0641 \u064a\u0645\u0643\u0646\u0643 \u062c\u0645\u0639 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0644\u0647\u0627.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1. \u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS)<\/span><\/h3>\n<p><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\"><span style=\"font-weight: 400;\">\u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS)<\/span><\/a><span style=\"font-weight: 400;\">  \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u0642\u064a\u0627\u0633 \u0627\u0644\u0648\u0644\u0627\u0621 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0633\u0624\u0627\u0644 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 \u0639\u0646 \u0627\u0633\u062a\u0639\u062f\u0627\u062f\u0647\u0645 \u0644\u0644\u062a\u0648\u0635\u064a\u0629 \u0628\u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0644\u0623\u0642\u0631\u0627\u0646\u0647\u0645 \u0648\u0623\u062d\u0628\u0627\u0626\u0647\u0645. \u064a\u062a\u0645 \u0642\u064a\u0627\u0633\u0647 \u0645\u0646 \u0627\u0644\u0631\u062f\u0648\u062f \u0639\u0644\u0649 \u0627\u0644\u0633\u0624\u0627\u0644 &#8211; \u0628\u0627\u0644\u0646\u0638\u0631 \u0625\u0644\u0649 \u062a\u062c\u0631\u0628\u062a\u0643 \u0627\u0644\u0643\u0627\u0645\u0644\u0629 \u0645\u0639 \u0645\u0624\u0633\u0633\u062a\u0646\u0627 \u060c \u0645\u0627 \u0645\u062f\u0649 \u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u0623\u0646 \u062a\u0648\u0635\u064a \u0628\u0645\u0646\u062a\u062c\u0627\u062a\u0646\u0627 \u0648\u062e\u062f\u0645\u0627\u062a\u0646\u0627 \u0644\u0623\u062d\u0628\u0627\u0626\u0643 \u0648\u0632\u0645\u0644\u0627\u0626\u0643.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-106274 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/nps-question-1.png\" alt=\"\u0635\u0627\u0641\u064a \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0646\u062a\u064a\u062c\u0629 \u0627\u0644\u0633\u0624\u0627\u0644\" width=\"963\" height=\"195\"><\/p>\n<p><span style=\"font-weight: 400;\">\u0628\u0646\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u0625\u062c\u0627\u0628\u0629 \u060c \u064a\u062a\u0645 \u062a\u0635\u0646\u064a\u0641 \u0623\u0646\u0648\u0627\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u0646\u062d\u0648 \u0627\u0644\u062a\u0627\u0644\u064a:<\/span><\/p>\n<ol>\n<li><b>\u0627\u0644\u0645\u0646\u062a\u0642\u062f\u064a\u0646<\/b><span style=\"font-weight: 400;\">\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u0642\u064a\u0645\u0648\u0643 \u0628\u064a\u0646 0-6 \u064a\u0642\u0639\u0648\u0646 \u0641\u064a \u0647\u0630\u0647 \u0627\u0644\u0641\u0626\u0629.: \u0625\u0646\u0647\u0645 \u0644\u064a\u0633\u0648\u0627 \u0645\u062e\u0644\u0635\u064a\u0646 \u0648\u0645\u0646 \u0627\u0644\u0645\u062d\u062a\u0645\u0644 \u0623\u0646 \u064a\u0646\u063a\u0645\u0633\u0648\u0627 \u0641\u064a \u0627\u0644\u0643\u0644\u0627\u0645 \u0627\u0644\u0634\u0641\u0647\u064a \u0627\u0644\u0633\u0644\u0628\u064a \u062d\u0648\u0644 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629.<\/span><\/li>\n<li><b>\u0627\u0644\u0645\u0631\u0648\u062c\u064a\u0646<\/b><span style=\"font-weight: 400;\">\u0642\u0627\u0645 \u0647\u0624\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u062a\u0642\u064a\u064a\u0645\u0643 \u0625\u0645\u0627 9 \u0623\u0648 10 \u0648\u0647\u0645 \u0627\u0644\u0623\u0643\u062b\u0631 \u0648\u0644\u0627\u0621 \u0644\u0643.: \u0625\u0646\u0647\u0645 \u064a\u0631\u0648\u062c\u0648\u0646 \u0628\u0646\u0634\u0627\u0637 \u0644\u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0644\u0623\u0635\u062f\u0642\u0627\u0626\u0647\u0645 \u0648\u0639\u0627\u0626\u0644\u0627\u062a\u0647\u0645.<\/span><\/li>\n<li><b>\u0633\u0644\u0628\u064a\u0629<\/b><span style=\"font-weight: 400;\">\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u0642\u064a\u0645\u0648\u0643 \u0628\u064a\u0646 7-8 \u0633\u064a\u0646\u062f\u0631\u062c\u0648\u0646 \u0641\u064a \u0647\u0630\u0647 \u0627\u0644\u0641\u0626\u0629.: \u064a\u0642\u0639 \u0627\u0644\u0633\u0644\u0628\u064a\u0648\u0646 \u0628\u064a\u0646 \u0627\u0644\u0641\u0626\u062a\u064a\u0646. \u0644\u0646 \u064a\u0648\u0635\u0648\u0627 \u0639\u0646 \u0637\u064a\u0628 \u062e\u0627\u0637\u0631 \u0628\u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0644\u0644\u0622\u062e\u0631\u064a\u0646 \u0648\u0644\u0643\u0646\u0647\u0645 \u0644\u0646 \u064a\u062b\u0628\u0637\u0648\u0627 \u0623\u062d\u0628\u0627\u0626\u0647\u0645 \u0648\u0632\u0645\u0644\u0627\u0626\u0647\u0645.<\/span><\/li>\n<\/ol>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-106150 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/NPS-formula.jpg\" alt=\"NPS-\u0635\u064a\u063a\u0629 \u062d\u0633\u0627\u0628\" width=\"992\" height=\"594\"><br \/>\n<span style=\"font-weight: 400;\">\u062d\u0633\u0627\u0628 NPS \u0627\u0644\u062e\u0627\u0635 \u0628\u0643 \u0628\u0633\u064a\u0637 \u0644\u0644\u063a\u0627\u064a\u0629. \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u0637\u0631\u062d \u066a \u0645\u0646 \u0627\u0644\u0645\u0646\u062a\u0642\u062f\u064a\u0646 \u0645\u0646 \u066a \u0645\u0646 \u0627\u0644\u0645\u0631\u0648\u062c\u064a\u0646. \u0633\u062a\u0646\u062e\u0641\u0636 NPS \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643 \u0628\u064a\u0646 -100 \u0625\u0644\u0649 100 \u0627\u0639\u062a\u0645\u0627\u062f\u0627 \u0639\u0644\u0649 \u062a\u0635\u0648\u0631 \u0639\u0645\u0644\u0627\u0626\u0643 \u0644\u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0648\u0648\u0644\u0627\u0626\u0647\u0645 \u062a\u062c\u0627\u0647\u0647\u0627. \u0628\u064a\u0646\u0645\u0627 \u064a\u062a\u064a\u062d \u0644\u0643 NPS \u0645\u0639\u0631\u0641\u0629 \u0645\u0643\u0627\u0646\u0643 \u060c \u0625\u0644\u0627 \u0623\u0646\u0647 \u0644\u0627 \u064a\u0648\u0641\u0631 \u0644\u0643 \u0627\u0644\u0633\u0628\u0628 \u0648\u0631\u0627\u0621 \u062f\u0631\u062c\u0627\u062a\u0643. \u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u0642\u064a\u0627\u0645 \u0628\u0630\u0644\u0643 \u0639\u0646 \u0637\u0631\u064a\u0642 \u0625\u0636\u0627\u0641\u0629 \u0633\u0624\u0627\u0644 \u0628\u0639\u062f \u0633\u0624\u0627\u0644 NPS \u0648\u0627\u0633\u062a\u0643\u0634\u0627\u0641\u0647 \u0623\u0643\u062b\u0631 \u0645\u0639 \u0639\u0645\u0644\u0627\u0626\u0643.  <\/span><a href=\"https:\/\/www.questionpro.com\/features\/advanced-net-promoter-score.html\"><span style=\"font-weight: 400;\">\u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0635\u0627\u0641\u064a\u0629 \u0627\u0644\u0645\u062a\u0642\u062f\u0645\u0629 \u0623\u0648 NPS +<\/span><\/a><span style=\"font-weight: 400;\">  \u064a\u0633\u0627\u0639\u062f\u0643 \u0639\u0644\u0649 \u0627\u0644\u0642\u064a\u0627\u0645 \u0628\u0630\u0644\u0643. \u0634\u0627\u0647\u062f \u0645\u0642\u0627\u0644\u062a\u0646\u0627 \u0644\u0645\u0639\u0631\u0641\u0629 \u0627\u0644\u0645\u0632\u064a\u062f \u0639\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645\u0627\u062a \u0648\u0645\u0632\u0627\u064a\u0627 NPS +.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">2. \u0631\u0636\u0627 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSS)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0642\u064a\u0633 CSS \u0631\u0636\u0627 \u0639\u0645\u0644\u0627\u0626\u0643 \u0639\u0646 \u062e\u062f\u0645\u0629 \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u0634\u0631\u0627\u0621. \u064a\u0645\u0643\u0646\u0643 \u0642\u064a\u0627\u0633 CSS \u0645\u0646 \u062e\u0644\u0627\u0644 \u0637\u0644\u0628 \u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0645\u0646 \u0639\u0645\u0644\u0627\u0626\u0643 \u0641\u064a \u0643\u0644 \u0645\u0631\u0629 \u064a\u062a\u0641\u0627\u0639\u0644\u0648\u0646 \u0641\u064a\u0647\u0627 \u0645\u0639 \u0646\u0634\u0627\u0637\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a. \u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u0642\u064a\u0627\u0645 \u0628\u0630\u0644\u0643 \u0639\u0628\u0631 \u0627\u0644\u0646\u0645\u0627\u0630\u062c \u0623\u0648 \u0627\u0644\u0646\u0648\u0627\u0641\u0630 \u0627\u0644\u0645\u0646\u0628\u062b\u0642\u0629 \u0623\u0648 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u062d\u064a\u0629 \u0623\u0648 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0639\u0628\u0631 \u0627\u0644\u0625\u0646\u062a\u0631\u0646\u062a. \u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0642\u064a\u0627\u0633 \u062a\u0635\u0646\u064a\u0641 \u0642\u064a\u0627\u0633\u064a \u0641\u064a \u0647\u0630\u0647 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0648\u0628\u0639\u0636 \u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0625\u0630\u0627 \u0643\u0646\u062a \u062a\u0631\u063a\u0628 \u0641\u064a \u0630\u0644\u0643. \u0633\u064a\u0633\u0627\u0639\u062f\u0643 \u0625\u0628\u0642\u0627\u0626\u0647\u0627 \u0642\u064a\u0627\u0633\u064a\u0629 \u0639\u0644\u0649 \u0627\u0644\u0646\u0638\u0631 \u0625\u0644\u0649 \u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0648\u0627\u0644\u0623\u0646\u0645\u0627\u0637 \u0628\u0645\u0631\u0648\u0631 \u0627\u0644\u0648\u0642\u062a. \u0633\u064a\u0633\u0627\u0639\u062f\u0643 \u0647\u0630\u0627 \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0648\u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646\u0627\u062a. \u0628\u064a\u0646\u0645\u0627  <\/span>\u0644\u0627 \u064a\u0645\u0646\u062d\u0643 \u0631\u0636\u0627 <a href=\"https:\/\/www.questionpro.com\/blog\/customer-service\/\"><span style=\"font-weight: 400;\">\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/span><\/p>\n<p><\/a><span style=\"font-weight: 400;\"> \u0635\u0648\u0631\u0629 \u0635\u062d\u064a\u0629 \u060c \u0628\u0644 \u064a\u0633\u0627\u0639\u062f \u0628\u0627\u0644\u062a\u0623\u0643\u064a\u062f \u0641\u064a \u0627\u0644\u0639\u062b\u0648\u0631 \u0639\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0648\u0627\u0644\u0645\u062e\u0627\u0648\u0641 \u0627\u0644\u0623\u0643\u062b\u0631 \u0637\u0644\u0628\u0627. <\/span> <\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-107519 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/Customer-service-satisfaction.png\" alt=\"\u0627\u0633\u062a\u0628\u064a\u0627\u0646 \u0631\u0636\u0627 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\" width=\"827\" height=\"927\"><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">\u0627\u0644\u0645\u0635\u062f\u0631: \u0648\u064a\u0628 \u0628\u064a\u0643\u0648\u064a\u062a\u064a<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">3. \u0646\u0642\u0627\u0637 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u0642\u062f \u062a\u0643\u0648\u0646 \u0628\u0639\u0636 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0627\u062a \u0645\u0639\u0642\u062f\u0629 \u0641\u064a \u0627\u0644\u062a\u0634\u063a\u064a\u0644 \u0648\u062a\u062a\u0637\u0644\u0628 \u062c\u0647\u062f\u0627 \u0643\u0628\u064a\u0631\u0627 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.  <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-effort-score\/\"><span style=\"font-weight: 400;\">\u0646\u0642\u0627\u0637 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/span><\/a><span style=\"font-weight: 400;\">  \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0633\u0647\u0648\u0644\u0629 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0646\u062a\u062c\u0627\u062a\u0643 \u0623\u0648 \u062e\u062f\u0645\u0627\u062a\u0643. \u062a\u0647\u062f\u0641 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a CES \u0625\u0644\u0649 \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062c\u0647\u062f \u0648\u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u0648\u0644\u0627\u0621. \u0642\u062f \u062a\u0643\u0648\u0646 \u0647\u0646\u0627\u0643 <a href=\"https:\/\/www.questionpro.com\/blog\/follow-up-questions\/\">\u0623\u0633\u0626\u0644\u0629 \u0645\u062a\u0627\u0628\u0639\u0629<\/a> \u0627\u0639\u062a\u0645\u0627\u062f\u0627 \u0639\u0644\u0649 \u0645\u0627 \u062a\u0646\u0648\u064a \u062a\u062d\u0642\u064a\u0642\u0647 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062f\u0631\u0627\u0633\u0629.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0646\u062e\u0641\u0636 \u0627\u0644\u0648\u0644\u0627\u0621 \u0645\u0639 \u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u062c\u0647\u062f \u0627\u0644\u0645\u0637\u0644\u0648\u0628 \u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u062e\u062f\u0645\u062a\u0643 \u0623\u0648 \u0645\u0646\u062a\u062c\u0643. \u0627\u0644\u0641\u0643\u0631\u0629 \u0647\u064a \u062c\u0639\u0644 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0633\u0647\u0644\u0627 \u0642\u062f\u0631 \u0627\u0644\u0625\u0645\u0643\u0627\u0646. \u062f\u0639\u0648\u0646\u0627 \u0646\u0641\u0643\u0631 \u0641\u064a \u0645\u062b\u0627\u0644 \u0645\u062a\u062c\u0631 \u0628\u064a\u0639 \u0627\u0644\u0645\u0644\u0627\u0628\u0633 \u0628\u0627\u0644\u062a\u062c\u0632\u0626\u0629. \u0625\u0630\u0627 \u0643\u0627\u0646 \u0639\u0644\u064a\u0647\u0645 \u0627\u0644\u0628\u062d\u062b \u0639\u0646 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0645\u0646 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0628\u0627\u0633\u062a\u0645\u0631\u0627\u0631 \u060c \u0641\u0647\u0630\u0627 \u0623\u0645\u0631 \u0641\u0638\u064a\u0639 \u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644 CES \u0627\u0644\u062e\u0627\u0635 \u0628\u0643. \u0642\u062f \u0644\u0627 \u064a\u0639\u0648\u062f\u0648\u0646 \u0625\u0644\u0649 \u0645\u062a\u062c\u0631\u0643 \u0645\u0631\u0629 \u0623\u062e\u0631\u0649. \u0633\u064a\u0643\u0648\u0646 \u0645\u0646 \u0627\u0644\u0645\u0641\u064a\u062f \u0627\u0644\u0627\u0646\u062a\u0628\u0627\u0647 \u0625\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u060c \u0648\u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0628\u0634\u0643\u0644 \u0627\u0633\u062a\u0628\u0627\u0642\u064a \u060c \u0648\u062a\u0648\u0642\u0639 \u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a\u0647\u0645 \u0648\u0645\u062a\u0637\u0644\u0628\u0627\u062a\u0647\u0645.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-53334 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2018\/01\/Customer_Effort_Score_Example.png\" alt=\"\u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 - \u0627\u0644\u0646\u062a\u064a\u062c\u0629 - \u0627\u0644\u062d\u0633\u0627\u0628 - \u0627\u0644\u0635\u064a\u063a\u0629\" width=\"850\" height=\"322\"><\/p>\n<h3><span style=\"font-weight: 400;\">4. \u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/span><span style=\"font-weight: 400;\">  \u064a\u062a\u064a\u062d \u0644\u0643 \u0645\u0639\u0631\u0641\u0629 \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646 \u0639\u0645\u0644\u0627\u0624\u0643 \u0633\u0639\u062f\u0627\u0621 \u0623\u0645 \u0644\u0627. \u064a\u0642\u064a\u0633 \u0627\u0644\u0631\u0636\u0627 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0633\u0624\u0627\u0644 \u0645\u0642\u064a\u0627\u0633 <a href=\"https:\/\/www.questionpro.com\/blog\/customer-satisfaction-rating\/\">\u062a\u0635\u0646\u064a\u0641 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0627\u0644\u0630\u064a \u064a\u0637\u0644\u0628 \u0645\u0646 \u0627\u0644\u0645\u0634\u0627\u0631\u0643\u064a\u0646 \u0641\u064a \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639 \u062a\u0642\u064a\u064a\u0645 \u0645\u0633\u062a\u0648\u0649 \u0631\u0636\u0627\u0647\u0645 \u0639\u0646 \u0645\u0646\u062a\u062c\u0647\u0645 \u0623\u0648 \u062e\u062f\u0645\u062a\u0647\u0645. \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0643\u0648\u0646 \u0645\u0642\u064a\u0627\u0633 \u0627\u0644\u062a\u0635\u0646\u064a\u0641 \u0625\u0645\u0627 1-10 \u0623\u0648 1-7 \u0623\u0648 1-5. \u064a\u062a\u0645 \u062d\u0633\u0627\u0628 CSAT \u0628\u0642\u0633\u0645\u0629 \u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0633\u0639\u062f\u0627\u0621 \u0639\u0644\u0649 \u0625\u062c\u0645\u0627\u0644\u064a \u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u0642\u062f\u0645 <a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\">\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0627\u0644\u062a\u064a \u0623\u062c\u0631\u064a\u062a \u0641\u064a \u0646\u0642\u0637\u0629 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0628\u064a\u0627\u0646\u0627\u062a \u0645\u0648\u062b\u0648\u0642\u0629 \u0648\u062f\u0642\u064a\u0642\u0629 \u062a\u0645\u0627\u0645\u0627. \u0627\u0644\u0625\u062c\u0627\u0628\u0627\u062a \u062d\u0642\u064a\u0642\u064a\u0629 \u0648\u0635\u0631\u064a\u062d\u0629 \u0648\u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u062c\u064a\u062f\u0629.  <\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-60616 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2018\/08\/Img-8.png\" alt=\"CSAT-\u062d\u0633\u0627\u0628-\u0635\u064a\u063a\u0629\" width=\"779\" height=\"351\"><\/p>\n<h3><span style=\"font-weight: 400;\">5. \u062f\u0631\u062c\u0629 \u0635\u062d\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (CHS)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u062a\u064a\u062d \u0644\u0643 \u0635\u062d\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639\u0631\u0641\u0629 \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646 \u0639\u0645\u0644\u0627\u0624\u0643 \u0633\u064a\u0628\u0642\u0648\u0646 \u0645\u0639\u0643 \u0623\u0648 \u0633\u064a\u062a\u062e\u0628\u0637\u0648\u0646 \u0628\u0645\u0631\u0648\u0631 \u0627\u0644\u0648\u0642\u062a. \u062a\u062d\u062f\u062f \u0647\u0630\u0647 \u0627\u0644\u0646\u062a\u064a\u062c\u0629 \u060c \u0639\u0644\u0649 \u0639\u0643\u0633 \u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0623\u062e\u0631\u0649 \u060c \u0623\u0646\u0645\u0627\u0637 \u0627\u0644\u0633\u0644\u0648\u0643 \u0639\u0644\u0649 \u0645\u062f\u0627\u0631 \u0641\u062a\u0631\u0629. \u064a\u062a\u0645 \u062a\u062d\u062f\u064a\u062f\u0647 \u0645\u0646 \u062e\u0644\u0627\u0644 \u062c\u0648\u0627\u0646\u0628 \u0645\u062b\u0644:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u0641\u062a\u0631\u0629 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0645\u0646\u062a\u062c<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u0646\u0648\u0639 \u0627\u0644\u0645\u0646\u062a\u062c (\u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062a\u0631\u062e\u064a\u0635 &#8211; \u0645\u062c\u0627\u0646\u064a \u0623\u0648 \u0645\u062f\u0641\u0648\u0639)<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u0639\u062f\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0645\u0639 \u0641\u0631\u064a\u0642 \u0627\u0644\u062f\u0639\u0645<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u0627\u0644\u0623\u0645\u0648\u0627\u0644 \u0627\u0644\u062a\u064a \u062a\u0646\u0641\u0642\u0647\u0627 \u0645\u0639 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u0627\u0633\u062a\u0639\u062f\u0627\u062f\u0647\u0645 \u0644\u0644\u0625\u062c\u0627\u0628\u0629 \u0639\u0644\u0649 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a\u0643<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u0647\u0630\u0647 \u0644\u064a\u0633\u062a \u0633\u0648\u0649 \u0628\u0639\u0636 \u0627\u0644\u0645\u0639\u0644\u0645\u0627\u062a \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u060c \u0648\u0642\u062f \u062a\u062e\u062a\u0644\u0641 \u0645\u0639 \u0627\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u0648\u0627\u0644\u0646\u0642\u0627\u0637 \u0623\u0648 \u0627\u0644\u0623\u0647\u0645\u064a\u0629 \u0627\u0644\u0645\u062e\u0635\u0635\u0629 \u0644\u0647\u0627. \u0627\u0644\u0645\u0641\u062a\u0627\u062d \u0647\u0648 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0647\u0630\u0647 \u0627\u0644\u0639\u0648\u0627\u0645\u0644 \u0644\u062a\u0635\u0646\u064a\u0641 \u0639\u0645\u0644\u0627\u0626\u0643 \u0625\u0644\u0649 \u0636\u0639\u0641\u0627\u0621 \u0623\u0648 \u0623\u0635\u062d\u0627\u0621 \u0623\u0648 \u0645\u0639\u0631\u0636\u064a\u0646 \u0644\u0644\u062e\u0637\u0631.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">6. \u0645\u0639\u062f\u0644 \u0632\u0628\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CCR)<\/span><\/h3>\n<p><a href=\"https:\/\/www.questionpro.com\/blog\/customer-churn\/\"><span style=\"font-weight: 400;\">\u0632\u0628\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/span><\/a><span style=\"font-weight: 400;\">  \u064a\u0634\u064a\u0631 \u0627\u0644\u0645\u0639\u062f\u0644 (CCR) \u0625\u0644\u0649 \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\u062a\u0647\u0645 \u0645\u0624\u0633\u0633\u062a\u0643 \u062e\u0644\u0627\u0644 \u0641\u062a\u0631\u0629. \u0645\u0646 \u0627\u0644\u0623\u0647\u0645\u064a\u0629 \u0628\u0645\u0643\u0627\u0646 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0639\u0645\u0644\u0627\u0626\u0643 \u0627\u0644\u062d\u0627\u0644\u064a\u064a\u0646 \u060c \u0644\u0623\u0646\u0647 \u0642\u062f \u064a\u0643\u0644\u0641 \u0645\u0627 \u064a\u0635\u0644 \u0625\u0644\u0649 \u0633\u0628\u0639\u0629 \u0623\u0636\u0639\u0627\u0641 \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0639\u0645\u0644\u0627\u0621 \u062c\u062f\u062f. \u062a\u0633\u0627\u0639\u062f \u0645\u0631\u0627\u0642\u0628\u0629 CCR \u0641\u064a \u0627\u0644\u0643\u0634\u0641 \u0639\u0646 \u0623\u064a \u0627\u062a\u062c\u0627\u0647\u0627\u062a \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0624\u062b\u0631 \u0639\u0644\u0649 \u0645\u0624\u0633\u0633\u062a\u0643 \u0648\u0627\u062a\u062e\u0627\u0630 \u062a\u062f\u0627\u0628\u064a\u0631 \u0641\u0639\u0627\u0644\u0629 \u0644\u0627\u062d\u062a\u0648\u0627\u0621 \u0627\u0644\u0627\u0636\u0637\u0631\u0627\u0628. \u062d\u0633\u0627\u0628 \u0645\u0639\u062f\u0644 \u0627\u0644\u0632\u0628\u062f \u0628\u0633\u064a\u0637. \u062a\u0628\u062f\u0623 \u0628\u062a\u062d\u062f\u064a\u062f \u0641\u062a\u0631\u0629 \u0627\u0644\u062d\u0633\u0627\u0628 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643 \u060c \u0633\u0646\u0629 \u060c \u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644. \u0627\u0637\u0631\u062d \u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0646\u0647\u0627\u064a\u0629 \u0627\u0644\u0639\u0627\u0645 \u0645\u0646 \u0627\u0644\u0631\u0642\u0645 \u0641\u064a \u0628\u062f\u0627\u064a\u0629 \u0627\u0644\u0639\u0627\u0645. \u0627\u0642\u0633\u0645 \u0646\u062a\u064a\u062c\u0629 \u0647\u0630\u0627 \u0627\u0644\u0631\u0642\u0645 \u0639\u0644\u0649 \u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0628\u062f\u0627\u064a\u0629 \u0627\u0644\u0639\u0627\u0645 \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 CCR.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-55125 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2018\/02\/4.png\" alt=\"\u0635\u064a\u063a\u0629 \u062d\u0633\u0627\u0628 \u0632\u0628\u062f \u0627\u0644\u0639\u0645\u064a\u0644\" width=\"1100\" height=\"161\"><\/p>\n<p><span style=\"font-weight: 400;\">\u0642\u064a\u0627\u0633 CCR \u0644\u064a\u0633 \u0627\u0644\u062e\u0637\u0648\u0629 \u0627\u0644\u0646\u0647\u0627\u0626\u064a\u0629. \u0628\u0645\u062c\u0631\u062f \u062d\u0635\u0648\u0644\u0643 \u0639\u0644\u0649 \u0647\u0630\u0647 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u060c \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u0627\u0644\u0628\u062d\u062b \u0639\u0646 \u0627\u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0645\u0633\u0624\u0648\u0644\u0629 \u0639\u0646\u0647\u0627 \u0648\u0645\u0627 \u0647\u064a \u0627\u0644\u062a\u062f\u0627\u0628\u064a\u0631 \u0627\u0644\u0648\u0642\u0627\u0626\u064a\u0629 \u0627\u0644\u062a\u064a 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\u0627\u0644\u0639\u0645\u0644\u0627\u0621\" width=\"512\" height=\"341\"><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">\u0627\u0644\u0645\u0635\u062f\u0631: \u0623\u0645\u0627\u0632\u0648\u0646<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u0623\u0643\u062f \u0645\u0646 \u062d\u0635\u0648\u0644\u0643 \u0639\u0644\u0649 \u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0648\u062a\u0648\u0635\u064a\u0627\u062a \u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u0639\u0628\u0631 \u0627\u0644\u0625\u0646\u062a\u0631\u0646\u062a \u0639\u0644\u0649 \u0645\u0648\u0627\u0642\u0639 \u0627\u0644\u0648\u064a\u0628 \u0623\u0648 \u0627\u0644\u0628\u0648\u0627\u0628\u0627\u062a \u0627\u0644\u062a\u064a \u0642\u062f \u064a\u0632\u0648\u0631\u0647\u0627 \u0639\u0645\u0644\u0627\u0624\u0643 \u0627\u0644\u0645\u062d\u062a\u0645\u0644\u0648\u0646. \u0625\u0630\u0627 \u0643\u0627\u0646\u062a \u0644\u062f\u064a\u0643 \u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0623\u0648 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\u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/strong>  \u064a\u0639\u062a\u0645\u062f \u062a\u0639\u0642\u064a\u062f \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0643\u0644 \u0639\u0645\u0644 \u0623\u0648 \u0645\u0634\u0631\u0648\u0639. \u0646\u0623\u0645\u0644 \u0623\u0646 \u064a\u0633\u0627\u0639\u062f\u0643 \u0647\u0630\u0627 \u0627\u0644\u0643\u062a\u0627\u0628 \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0627\u0644\u0645\u062c\u0627\u0646\u064a \u0639\u0644\u0649 \u0641\u0647\u0645 \u0623\u0641\u0636\u0644 \u0644\u0643\u064a\u0641\u064a\u0629 \u0625\u0646\u0634\u0627\u0621 \u0628\u0631\u0646\u0627\u0645\u062c \u0646\u0627\u062c\u062d \u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062c\u0645\u0639 \u0628\u064a\u0627\u0646\u0627\u062a \u062b\u0627\u0642\u0628\u0629 \u0648\u062a\u062d\u0648\u064a\u0644 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href=\"https:\/\/www.questionpro.com\/ebook\/hackers-guide-to-customer-experience.html\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>\u062a\u0646\u0632\u064a\u0644 \u0645\u062c\u0627\u0646\u064a<\/strong><\/a><\/span><\/p>\n<h3>\u0645\u0632\u0627\u064a\u0627 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/h3>\n<p>\u0647\u0646\u0627\u0643 \u0627\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0627\u0644\u0641\u0648\u0627\u0626\u062f \u0644\u0642\u064a\u0627\u0633 \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0631\u0636\u0627. \u062f\u0639\u0648\u0646\u0627 \u0646\u0644\u0642\u064a \u0646\u0638\u0631\u0629 \u0639\u0644\u0649 \u0628\u0639\u0636 \u0627\u0644\u0639\u0646\u0627\u0635\u0631 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629.<\/p>\n<h4>1. \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062e\u0644\u0635\u064a\u0646<\/h4>\n<p>\u064a\u0628\u0642\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0633\u0639\u062f\u0627\u0621 \u0645\u062e\u0644\u0635\u064a\u0646 \u0648\u064a\u0632\u064a\u062f\u0648\u0646 \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a. \u064a\u0639\u0648\u062f\u0648\u0646 \u062f\u0627\u0626\u0645\u0627 \u0639\u0646\u062f\u0645\u0627 \u064a\u0643\u0648\u0646 \u0645\u062b\u0644 \u0645\u0646\u062a\u062c \u0623\u0648 \u062e\u062f\u0645\u0629 \u0648\u0631\u0627\u0636\u0648\u0646 \u0639\u0646 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u0642\u062f\u0645 \u0648\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u0630\u0647 \u060c \u064a\u0645\u0643\u0646\u0643 \u0645\u0639\u0631\u0641\u0629 \u0639\u0645\u0644\u0627\u0626\u0643 \u0627\u0644\u0645\u062e\u0644\u0635\u064a\u0646 \u0648\u0627\u0644\u0631\u0627\u0636\u064a\u0646. \u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0645\u0639 \u0627\u0644\u0623\u0634\u062e\u0627\u0635 \u063a\u064a\u0631 \u0627\u0644\u0631\u0627\u0636\u064a\u0646 \u0644\u0645\u0639\u0631\u0641\u0629 \u0623\u0633\u0628\u0627\u0628\u0647\u0645 \u0648\u0627\u062a\u062e\u0627\u0630 \u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0644\u0625\u0633\u0639\u0627\u062f\u0647\u0645.<\/p>\n<h4>2. \u0627\u0644\u0645\u0631\u0648\u062c\u0648\u0646<\/h4>\n<p>\u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a NPS \u060c \u064a\u0645\u0643\u0646\u0643 \u0641\u0647\u0645 \u0645\u0646 \u0647\u0645 \u0627\u0644\u0645\u0631\u0648\u062c\u0648\u0646 \u0648\u0627\u0644\u0645\u0646\u062a\u0642\u062f\u0648\u0646 \u0648\u0627\u0644\u0633\u0644\u0628\u064a\u0648\u0646. \u0645\u0639 \u0627\u0644\u0645\u0631\u0648\u062c\u064a\u0646 \u060c \u064a\u0645\u0643\u0646\u0643 \u0627\u0633\u062a\u062e\u062f\u0627\u0645\u0647\u0627 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\u0641\u0648\u0627\u0626\u062f\u0647\u0627 \u0627\u0644\u062e\u0627\u0635\u0629 \u0648\u064a\u0645\u0643\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645\u0647\u0627 \u0644\u0631\u0641\u0639 <a href=\"https:\/\/www.questionpro.com\/blog\/increase-customer-satisfaction\/\">\u0645\u0633\u062a\u0648\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a>.<\/p>\n<p><span style=\"font-weight: 400;\">\u0646\u062d\u0646 \u0646\u0639\u0644\u0645 \u0623\u0646 \u0643\u0644 \u0645\u0642\u0627\u064a\u064a\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u0630\u0647 \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645\u0647\u0627 \u0644\u0642\u064a\u0627\u0633 CSAT \u0642\u062f \u062a\u0628\u062f\u0648 \u0645\u062a\u0639\u062c\u0631\u0641\u0629 \u060c \u0644\u0643\u0646 \u0644\u0627 \u062a\u0642\u0644\u0642.  <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 400;\">QuestionPro CX<\/span><\/a><span style=\"font-weight: 400;\">  \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0633\u0627\u0639\u062f\u0643 \u0641\u064a \u0643\u0644 \u0647\u0630\u0627 \u0648\u0623\u0643\u062b\u0631. \u062c\u0631\u0628 \u0628\u0631\u0646\u0627\u0645\u062c \u0625\u062f\u0627\u0631\u0629 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0645\u0639\u0631\u0641\u0629 \u0643\u064a\u0641 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0633\u0627\u0639\u062f \u0641\u064a \u0642\u064a\u0627\u0633 \u0648\u062a\u062d\u0633\u064a\u0646 \u062f\u0631\u062c\u0629 CSAT \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643. \u0635<\/span><span style=\"font-weight: 400;\">egister <\/span><a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?mode=cx&amp;classID=1063&amp;sourceRef=home-cx\"><br \/>\n  <span style=\"font-weight: 400;\">\u0644\u0646\u0633\u062e\u0629 \u062a\u062c\u0631\u064a\u0628\u064a\u0629 \u0645\u062c\u0627\u0646\u064a\u0629<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> \u0627\u0644\u0622\u0646!<\/span><\/p>\n<p><span data-preserver-spaces=\"true\"><strong>\u064a\u0642\u062f\u0645 QuestionPro \u0628\u0639\u0636\u064b\u0627 \u0645\u0646 \u0623\u0643\u062b\u0631 \u0623\u062f\u0648\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062a\u0642\u062f\u0645\u064b\u0627 \u0627\u0644\u0645\u062a\u0627\u062d\u0629.<\/strong> \u0627\u062d\u0635\u0644 \u0639\u0644\u0649 \u0631\u0624\u0649 \u0642\u064a\u0645\u0629 \u062d\u0648\u0644 \u0623\u0641\u0643\u0627\u0631 \u0639\u0645\u0644\u0627\u0626\u0643 \u0648\u0645\u0634\u0627\u0639\u0631\u0647\u0645 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645<\/span> <a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">\u0628\u0631\u0646\u0627\u0645\u062c QuestionPro CX<\/span><\/a> <span data-preserver-spaces=\"true\">\u0627\u0644\u064a\u0648\u0645.<\/span><\/p>\n<p>\u0641\u064a <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">QuestionPro CX<\/a> \u060c \u0646\u0642\u062f\u0645 \u0644\u0643 \u0623\u0641\u0636\u0644 \u0645\u0642\u0627\u064a\u064a\u0633 <a href=\"https:\/\/www.questionpro.com\/blog\/customer-satisfaction-kpi\/\">\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0644\u062f\u0641\u0639 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0641\u064a \u0645\u0624\u0633\u0633\u062a\u0643. \u0627\u062a\u0635\u0644 \u0628\u0646\u0627! \u0646\u0648\u062f \u0623\u0646 \u0646\u062a\u0639\u0627\u0648\u0646 \u0645\u0639\u0643 \u0644\u0645\u0633\u0627\u0639\u062f\u062a\u0643 \u0641\u064a \u062a\u062d\u0642\u064a\u0642 \u062a\u062c\u0627\u0631\u0628 \u0639\u0645\u0644\u0627\u0621 \u0623\u0641\u0636\u0644!<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><button>\u0627\u0639\u0631\u0641 \u0627\u0644\u0645\u0632\u064a\u062f<\/button><\/a> <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>\u0639\u0646 \u0627\u0644\u0625\u0635\u062f\u0627\u0631 \u0627\u0644\u062a\u062c\u0631\u064a\u0628\u064a \u0627\u0644\u0645\u062c\u0627\u0646\u064a<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0637\u0648\u0627\u0644 \u0639\u0627\u0645 2021 \u060c \u0644\u0645 \u062a\u0643\u0646 \u062a\u0648\u0642\u0639\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0631\u0627\u0626\u0639\u0629 \u0628\u0627\u0644\u0636\u0631\u0648\u0631\u0629 \u0628\u0646\u0641\u0633 \u0627\u0644\u0645\u0633\u062a\u0648\u0649. \u0643\u0627\u0646 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