{"id":1010553,"date":"2023-10-02T14:00:00","date_gmt":"2023-10-02T21:00:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/%e3%83%8d%e3%83%83%e3%83%88%e3%83%bb%e3%83%97%e3%83%ad%e3%83%a2%e3%83%bc%e3%82%bf%e3%83%bc%e3%83%bb%e3%82%b9%e3%82%b3%e3%82%a2%e3%81%ae10%e3%81%ae%e5%88%a9%e7%82%b9%e3%81%a8%e6%9c%80%e5%a4%a7%e6%b4%bb\/"},"modified":"2025-02-17T00:09:37","modified_gmt":"2025-02-17T07:09:37","slug":"%e3%83%8d%e3%83%83%e3%83%88%e3%83%bb%e3%83%97%e3%83%ad%e3%83%a2%e3%83%bc%e3%82%bf%e3%83%bc%e3%83%bb%e3%82%b9%e3%82%b3%e3%82%a2%e3%81%ae10%e3%81%ae%e5%88%a9%e7%82%b9%e3%81%a8%e6%9c%80%e5%a4%a7%e6%b4%bb","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/ja\/%e3%83%8d%e3%83%83%e3%83%88%e3%83%bb%e3%83%97%e3%83%ad%e3%83%a2%e3%83%bc%e3%82%bf%e3%83%bc%e3%83%bb%e3%82%b9%e3%82%b3%e3%82%a2%e3%81%ae10%e3%81%ae%e5%88%a9%e7%82%b9%e3%81%a8%e6%9c%80%e5%a4%a7%e6%b4%bb\/","title":{"rendered":"\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\u306e10\u306e\u5229\u70b9\u3068\u6700\u5927\u6d3b\u7528\u6cd5"},"content":{"rendered":"\n

\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2(NPS)\u306f\u3001\u4f1a\u793e\u306e\u696d\u7e3e\u3092\u6e2c\u308b\u65b9\u6cd5\u306e\u3072\u3068\u3064\u306b\u904e\u304e\u307e\u305b\u3093\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09\u3084\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2\uff08CES\uff09\u306b\u3064\u3044\u3066\u805e\u3044\u305f\u3053\u3068\u304c\u3042\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u3057\u304b\u3057\u3001NPS\u306e\u4f55\u304c\u305d\u3093\u306a\u306b\u7279\u5225\u306a\u306e\u304b\u3001\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\u306e\u5229\u70b9\u306f\u4f55\u306a\u306e\u304b\uff1f\u306a\u305c\u3001\u9867\u5ba2\u3092\u5e78\u305b\u306b\u3059\u308b\u3053\u3068\u304c\u305d\u3093\u306a\u306b\u91cd\u8981\u306a\u306e\u3067\u3057\u3087\u3046\u304b\uff1f <\/p>\n\n

\u3053\u306e\u30d6\u30ed\u30b0\u3067\u306f\u3001\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\u306e\u5229\u70b9\u3068\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6700\u5927\u5316\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u6210\u9577\u3092\u4fc3\u9032\u3057\u3001\u7d44\u7e54\u306e\u6c38\u7d9a\u7684\u306a\u6210\u529f\u3092\u751f\u307f\u51fa\u3059\u305f\u3081\u306b\u305d\u306e\u53ef\u80fd\u6027\u3092\u6d3b\u7528\u3059\u308b\u65b9\u6cd5\u3092\u63a2\u308a\u307e\u3059\u3002<\/p>\n\n

NPS\uff08Net Promoter Score\uff09\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n\n

\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\uff08Net Promoter Score\uff09\u3068\u306f\u3001\u9867\u5ba2\u304c\u81ea\u793e\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u53cb\u4eba\u3084\u5bb6\u65cf\u306b\u85a6\u3081\u308b\u304b\u3069\u3046\u304b\u3092\u8abf\u3079\u308b\u305f\u3081\u306e\u6307\u6a19\u3067\u3042\u308b\u3002\u3053\u308c\u306f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u4e88\u6e2c\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u9867\u5ba2\u7d4c\u9a13\u6307\u6a19\u3067\u3059\u3002 <\/p>\n\n

NPS\u306f1\u3064\u306e\u8cea\u554f\u306b\u57fa\u3065\u3044\u3066\u3044\u308b\uff1a”0\u304b\u308910\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u3001\u3042\u306a\u305f\u306f\u53cb\u4eba\u3084\u540c\u50da\u306b\u5f53\u793e\u306e\u88fd\u54c1\/\u30b5\u30fc\u30d3\u30b9\/\u4f1a\u793e\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u306f\u3069\u306e\u304f\u3089\u3044\u3067\u3059\u304b\uff1f” \u3053\u306e\u8cea\u554f\u306f\u3057\u3070\u3057\u3070NPS\u8cea\u554f\u3068\u547c\u3070\u308c\u308b\u3002\u3053\u306e\u8cea\u554f\u306f\u3057\u3070\u3057\u3070NPS\u8cea\u554f\u3068\u547c\u3070\u308c\u308b\u3002 <\/p>\n\n

NPS\u306f\u307e\u305f\u3001\u3042\u306a\u305f\u306e\u30d3\u30b8\u30cd\u30b9\u304c\u3046\u307e\u304f\u3044\u3063\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3082\u793a\u3057\u3066\u304f\u308c\u308b\u3002\u7d44\u7e54\u306f\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\u8abf\u67fb\u3092\u901a\u3058\u3066<\/a>\u9867\u5ba2\u306b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u6c42\u3081\u3001NPS\u30b9\u30b3\u30a2\u3092\u5f97\u308b\u3002\u30b9\u30b3\u30a2\u306f-100\u304b\u3089100\u307e\u3067\u3042\u308a\u3001\u30d7\u30e9\u30b9\u5074\u306e\u6570\u5024\u304c\u9ad8\u3044\u307b\u3069\u826f\u3044\u3068\u3044\u3046\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002\u3064\u307e\u308a\u3001\u3088\u308a\u591a\u304f\u306e\u4eba\u304c\u3042\u306a\u305f\u306e\u30d3\u30b8\u30cd\u30b9\u3092\u4ed6\u306e\u4eba\u306b\u4f1d\u3048\u305f\u3044\u3068\u601d\u3063\u3066\u3044\u308b\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002 <\/p>\n\n

NPS\u306f\u9867\u5ba2\u3060\u3051\u3067\u306a\u304f\u3001\u5f93\u696d\u54e1\u306b\u3082\u4f7f\u308f\u308c\u308b\u3002\u4ed5\u4e8b\u306e\u5834\u3067\u306f\u3001\u5f93\u696d\u54e1\u304c\u3042\u306a\u305f\u306e\u4f1a\u793e\u3092\u53cb\u4eba\u3084\u5143\u540c\u50da\u306b\u85a6\u3081\u308b\u53ef\u80fd\u6027\u304c\u3069\u306e\u7a0b\u5ea6\u3042\u308b\u304b\u304c\u308f\u304b\u308a\u307e\u3059\u3002\u3053\u308c\u306f\u5f93\u696d\u54e1NPS\uff08eNPS\u8abf\u67fb\u30bd\u30d5\u30c8<\/a>\uff09\u3068\u547c\u3070\u308c\u3066\u3044\u307e\u3059\u3002 <\/p>\n\n

NPS\u306e\u5c3a\u5ea6\u3092\u7406\u89e3\u3059\u308b<\/h2>\n\n

\u901a\u5e38\u306eNPS\u8abf\u67fb\u3067\u306f\u3001\u6b21\u306e\u3088\u3046\u306a\u8cea\u554f\u304c\u3042\u308b\uff1a<\/p>\n\n

\u300c\u5f53\u793e\u3067\u306e\u5b8c\u5168\u306a\u7d4c\u9a13\u3092\u8003\u616e\u3057\u305f\u5834\u5408\u3001\u53cb\u4eba\u3084\u540c\u50da\u306b\u5f53\u793e\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u306f\u3069\u306e\u7a0b\u5ea6\u3067\u3059\u304b\uff1f<\/em><\/p>\n\n

\"\"\/<\/figure>\n\n

0\u304b\u308910\u307e\u3067\u306e\u6570\u5b57\u3092\u9078\u3093\u3067\u7b54\u3048\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n\n

NPS\u30b9\u30b3\u30a2\u306b\u57fa\u3065\u3044\u3066\u3001\u9867\u5ba2\u306f3\u3064\u306e\u30ab\u30c6\u30b4\u30ea\u30fc\u306b\u5206\u985e\u3055\u308c\u307e\u3059\uff1a<\/p>\n\n

    \n
  • \u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\uff1a <\/strong>\u3042\u306a\u305f\u306e\u9867\u5ba2\u304c\u3042\u306a\u305f\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u30929\u70b9\u307e\u305f\u306f10\u70b9\u3067\u8a55\u4fa1\u3057\u305f\u5834\u5408\u3001\u305d\u308c\u306f\u3042\u306a\u305f\u304c\u63d0\u4f9b\u3059\u308b\u3082\u306e\u306b\u672c\u5f53\u306b\u6e80\u8db3\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u9867\u5ba2\u306f\u5fe0\u5b9f\u306a\u30d5\u30a1\u30f3\u3067\u3059\uff01\u5f7c\u3089\u306f\u3042\u306a\u305f\u306e\u4f1a\u793e\u306b\u56fa\u57f7\u3059\u308b\u53ef\u80fd\u6027\u304c\u9ad8\u3044\u3060\u3051\u3067\u306a\u304f\u3001\u53cb\u4eba\u3001\u5bb6\u65cf\u3001\u540c\u50da\u306b\u3042\u306a\u305f\u306e\u7d20\u6674\u3089\u3057\u3055\u3092\u4f1d\u3048\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u5f7c\u3089\u306f\u3042\u306a\u305f\u306e\u6700\u5927\u306e\u30b5\u30dd\u30fc\u30bf\u30fc\u306b\u306a\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002 <\/li>\n\n\n\n
  • \u30d1\u30c3\u30b7\u30d6\uff1a <\/strong>\u3042\u306a\u305f\u306b7\u70b9\u304b8\u70b9\u3092\u3064\u3051\u305f\u9867\u5ba2\u306f\u3001\u305d\u306e\u4e2d\u9593\u3068\u3044\u3063\u305f\u3068\u3053\u308d\u3067\u3057\u3087\u3046\u3002\u3042\u306a\u305f\u304c\u63d0\u4f9b\u3059\u308b\u3082\u306e\u306b\u306f\u6e80\u8db3\u3057\u3066\u3044\u308b\u304c\u3001\u5927\u559c\u3073\u306f\u3057\u3066\u3044\u306a\u3044\u3002\u3053\u306e\u3088\u3046\u306a\u9867\u5ba2\u306f\u3001\u6a5f\u4f1a\u304c\u3042\u308c\u3070\u7af6\u5408\u4ed6\u793e\u3082\u8a66\u3057\u3066\u307f\u3088\u3046\u3068\u8003\u3048\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u3042\u306a\u305f\u306e\u3053\u3068\u3092\u60aa\u304f\u8a00\u3046\u3053\u3068\u306f\u306a\u3044\u3067\u3057\u3087\u3046\u304c\u3001\u308f\u3056\u308f\u3056\u63a8\u85a6\u3059\u308b\u3053\u3068\u3082\u306a\u3044\u3067\u3057\u3087\u3046\u3002 <\/li>\n\n\n\n
  • \u4e0d\u5229\u306a\u4eba\uff1a <\/strong>\u3042\u306a\u305f\u306e\u8a55\u4fa1\u304c6\u70b9\u4ee5\u4e0b\u306a\u3089\u8d64\u4fe1\u53f7\u3067\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u9867\u5ba2\u306f\u3001\u3042\u306a\u305f\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u6e80\u8db3\u3057\u3066\u304a\u3089\u305a\u3001\u305d\u306e\u3053\u3068\u3092\u4ed6\u306e\u4eba\u306b\u8a71\u3059\u3053\u3068\u3092\u6050\u308c\u307e\u305b\u3093\u3002\u5f7c\u3089\u306f\u30cd\u30ac\u30c6\u30a3\u30d6\u306a\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3067\u3042\u306a\u305f\u306e\u4f1a\u793e\u306e\u8a55\u5224\u3092\u50b7\u3064\u3051\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u9867\u5ba2\u306f\u3001\u8cb4\u793e\u304b\u3089\u518d\u3073\u8cfc\u5165\u3059\u308b\u53ef\u80fd\u6027\u306f\u4f4e\u304f\u3001\u8cb4\u793e\u3068\u306e\u53d6\u5f15\u3092\u4ed6\u306e\u9867\u5ba2\u306b\u601d\u3044\u3068\u3069\u307e\u3089\u305b\u308b\u53ef\u80fd\u6027\u3055\u3048\u3042\u308a\u307e\u3059\u3002 <\/li>\n<\/ul>\n\n

    \u3053\u306e3\u3064\u306e\u30b0\u30eb\u30fc\u30d7\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u304c\u3042\u306a\u305f\u306e\u4f1a\u793e\u306b\u5bfe\u3057\u3066\u3069\u306e\u3088\u3046\u306b\u611f\u3058\u3066\u3044\u308b\u304b\u3092\u77e5\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u9867\u5ba2\u3092\u6e80\u8db3\u3055\u305b\u3001\u5fe0\u8aa0\u5fc3\u3092\u4fdd\u3064\u305f\u3081\u306e\u6539\u5584\u3092\u884c\u3046\u6307\u91dd\u3068\u306a\u308b\u3002<\/p>\n\n

    NPS\u306f\u3069\u306e\u3088\u3046\u306b\u8a08\u7b97\u3055\u308c\u308b\u306e\u304b\uff1f<\/h2>\n\n

    NPS\u306f\u3001\u9867\u5ba2\u304c\u3042\u306a\u305f\u306e\u30d3\u30b8\u30cd\u30b9\u306b\u3064\u3044\u3066\u3069\u306e\u3088\u3046\u306b\u611f\u3058\u3066\u3044\u308b\u304b\u3092\u7406\u89e3\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u30c4\u30fc\u30eb\u3067\u3059\u3002NPS\u306f\u3001\u9867\u5ba2\u304c\u3042\u306a\u305f\u306e\u88fd\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u3001\u4f1a\u793e\u306b\u3064\u3044\u3066\u53cb\u4eba\u306b\u8a71\u3059\u53ef\u80fd\u6027\u3092\u793a\u3059\u3082\u306e\u3067\u3059\u3002\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\u306e\u5229\u70b9\u3092\u77e5\u308b\u306b\u306f\u3001\u6b21\u306e\u5f0f\u3092\u4f7f\u3044\u307e\u3059\uff1a <\/p>\n\n

    \u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2(NPS)\uff1d\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u306e\u5272\u5408-\u30c7\u30c8\u30e9\u30af\u30bf\u30fc\u306e\u5272\u5408<\/strong><\/p>\n\n

    \u3042\u306a\u305f\u304c\u30b3\u30fc\u30d2\u30fc\u30cf\u30a6\u30b9\u3092\u7d4c\u55b6\u3057\u3066\u3044\u3066\u3001NPS\u30b9\u30b3\u30a2\u3092\u628a\u63e1\u3057\u305f\u3044\u3068\u3057\u307e\u3059\u30021,000\u4eba\u306e\u9867\u5ba2\u306bNPS\u306e\u8cea\u554f\u3092\u3057\u3001\u5f7c\u3089\u304c\u3042\u306a\u305f\u306e\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u3069\u3046\u8a55\u4fa1\u3057\u305f\u304b\u3092\u898b\u3066\u307f\u307e\u3057\u3087\u3046\uff1a500\u4eba\u304c9\u70b9\u3001200\u4eba\u304c10\u70b9\u3001150\u4eba\u304c7\u70b9\u300150\u4eba\u304c8\u70b9\u3001100\u4eba\u304c6\u70b9\u4ee5\u4e0b\u3067\u3057\u305f\u3002 <\/p>\n\n

    \u3067\u306f\u3001\u305d\u308c\u3092\u5206\u89e3\u3057\u3066\u307f\u3088\u3046\uff1a<\/p>\n\n

      \n
    • \u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\uff1a<\/strong>\u3042\u306a\u305f\u306e\u55ab\u8336\u5e97\u30929\u70b9\u307e\u305f\u306f10\u70b9\u3068\u8a55\u4fa1\u3057\u305f\u9867\u5ba2\u3067\u3059\u3002\u5408\u8a08700\u4eba\uff089\u70b9\u8a55\u4fa1500\u4eba\u300110\u70b9\u8a55\u4fa1200\u4eba\uff09\u3002 <\/li>\n\n\n\n
    • \u53d7\u52d5\u7684\uff1a <\/strong>\u3042\u306a\u305f\u306e\u30b3\u30fc\u30d2\u30fc\u30cf\u30a6\u30b9\u30927\u70b9\u307e\u305f\u306f8\u70b9\u3068\u8a55\u4fa1\u3057\u305f\u9867\u5ba2\u304c\u3053\u306e\u30ab\u30c6\u30b4\u30ea\u30fc\u306b\u5165\u308b\u3002\u305d\u306e\u6570\u306f200\u4eba\uff087\u70b9\u8a55\u4fa1150\u4eba\u30018\u70b9\u8a55\u4fa150\u4eba\uff09\u3002 <\/li>\n\n\n\n
    • \u6e1b\u70b9\u8005\uff1a <\/strong>\u3042\u306a\u305f\u306e\u30b3\u30fc\u30d2\u30fc\u30cf\u30a6\u30b9\u306e\u8a55\u4fa1\u304c6\u70b9\u4ee5\u4e0b\u306e\u9867\u5ba2\u3067\u3001100\u4eba\u3044\u307e\u3059\u3002<\/li>\n<\/ul>\n\n

      \u3067\u306f\u3001NPS\u3092\u8a08\u7b97\u3057\u3066\u307f\u3088\u3046\uff1a<\/p>\n\n

        \n
      • \u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30d1\u30fc\u30bb\u30f3\u30c6\u30fc\u30b8\u307e\u305f\u306f\u30d7\u30ed\u30e2\u30fc\u30bf\u30fcNPS\uff1a<\/strong>\uff081000\u4eba\u4e2d700\u4eba\uff09*100\u3067\u300170\uff05\u306b\u76f8\u5f53\u3002<\/li>\n\n\n\n
      • \u96e2\u8131\u8005\u7387\u307e\u305f\u306f\u96e2\u8131\u8005NPS\uff1a<\/strong>\uff081000\u4eba\u4e2d100\u4eba\uff09*100\u3067\u300110\uff05\u306b\u76f8\u5f53\u3059\u308b\u3002<\/li>\n<\/ul>\n\n

        \u81ea\u793e\u306e\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\uff08NPS\uff09\u3092\u6c42\u3081\u308b\u306b\u306f\u3001\u30d7\u30ed\u30e2\u30fc\u30bf\u30fcNPS\u304b\u3089\u30c7\u30a3\u30c8\u30e9\u30af\u30bf\u30fcNPS\u3092\u5f15\u304f\uff1a<\/p>\n\n

        \u4f1a\u793e\u306eNPS\uff1d70-10\u3067\u3001\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\u306f60\u306b\u76f8\u5f53\u3059\u308b\u3002<\/strong><\/p>\n\n

        \u3064\u307e\u308a\u3001\u3042\u306a\u305f\u306e\u30b3\u30fc\u30d2\u30fc\u30cf\u30a6\u30b9\u306eNPS\u306f60\u3067\u3042\u308a\u3001\u3053\u308c\u306f\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u6e80\u8db3\u5ea6\u3092\u793a\u3059\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u6307\u6a19\u3067\u3042\u308b\u3002<\/p>\n\n

        \n