{"id":730366,"date":"2018-08-30T23:38:16","date_gmt":"2018-08-31T06:38:16","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%a8%e3%83%95%e3%82%a9%e3%83%bc%e3%83%88%e3%82%b9%e3%82%b3%e3%82%a2%ef%bc%88ces%ef%bc%89%e3%80%82%e4%be%8b%e3%80%81%e5%ae%9a%e7%be%a9%e3%80%81\/"},"modified":"2018-08-30T23:38:16","modified_gmt":"2018-08-30T23:38:16","slug":"%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%a8%e3%83%95%e3%82%a9%e3%83%bc%e3%83%88%e3%82%b9%e3%82%b3%e3%82%a2%ef%bc%88ces%ef%bc%89%e3%80%82%e4%be%8b%e3%80%81%e5%ae%9a%e7%be%a9%e3%80%81","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/ja\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%a8%e3%83%95%e3%82%a9%e3%83%bc%e3%83%88%e3%82%b9%e3%82%b3%e3%82%a2%ef%bc%88ces%ef%bc%89%e3%80%82%e4%be%8b%e3%80%81%e5%ae%9a%e7%be%a9%e3%80%81\/","title":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\uff08CES\uff09\u3002\u4f8b\u3001\u5b9a\u7fa9\u3001\u304a\u3088\u3073\u8a08\u7b97"},"content":{"rendered":"<div class=\"tags-wrap\">\n<p class=\"content-index\">\u30b3\u30f3\u30c6\u30f3\u30c4\u30a4\u30f3\u30c7\u30c3\u30af\u30b9<\/p>\n<ol style=\"counter-reset: section; list-style-type: none;\">\n<li><a href=\"#What_is_Customer_Effort_Score\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u3068\u306f\uff1f<\/a><\/li>\n<li><a href=\"#Example_of_Customer_Effort_Score\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306e\u4f8b<\/a><\/li>\n<li><a href=\"#Application_of_Customer_Effort_Score\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306e\u9069\u7528<\/a><\/li>\n<li><a href=\"#Advantages_and_Disadvantages_of_Customer_Effort_Score\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\uff08CES\uff09\u306e\u30e1\u30ea\u30c3\u30c8\u30fb\u30c7\u30e1\u30ea\u30c3\u30c8<\/a><\/li>\n<li><a href=\"#Customer_Effort_Score_vs_Net_Promoter_Score\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u3068\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\u306e\u6bd4\u8f03<\/a><\/li>\n<li><a href=\"#Customer_Effort_Score_Benchmark\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u30d9\u30f3\u30c1\u30de\u30fc\u30af<\/a>\n<ol>\n<li><a href=\"#Using_Competitive_Landscape_as_Your_Benchmark\">\u7af6\u5408\u306e\u72b6\u6cc1\u3092\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306b\u3059\u308b<\/a><\/li>\n<li><a href=\"#Global_Standards_vs_Competitor_Benchmarking\">\u30b0\u30ed\u30fc\u30d0\u30eb\u30b9\u30bf\u30f3\u30c0\u30fc\u30c9\u3068\u7af6\u5408\u4ed6\u793e\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0<\/a><\/li>\n<li><a href=\"#Comparing_Your_Metric_Against_Your_Own\">\u81ea\u793e\u306e\u6307\u6a19\u3068\u6bd4\u8f03\u3059\u308b<\/a><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/div>\n<h2><a id=\"What_is_Customer_Effort_Score\" class=\"blankurl\"><\/a><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\uff08CES\uff09\u3068\u306f\uff1f<\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">CES\uff08Customer Effort Score\uff09\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u4e00\u7a2e\u3067\u3059\u3002 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u9867\u5ba2\u6e80\u8db3\u5ea6<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u306e\u4e00\u7a2e\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u4f53\u9a13\u306e\u3057\u3084\u3059\u3055 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30b5\u30fc\u30d3\u30b9\u4f53\u9a13\u306e\u3057\u3084\u3059\u3055<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u7d44\u7e54\u3068 \u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u4f7f\u3044\u3084\u3059\u3055\u3092 &#8220;\u3068\u3066\u3082\u96e3\u3057\u3044&#8221;\u3001&#8221;\u3068\u3066\u3082\u7c21\u5358 &#8220;\u306e2\u6bb5\u968e\u3067\u8a55\u4fa1\u3057\u3066\u3082\u3089\u3046\u3082\u306e\u3067\u3059\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u300d\u306f\u3001\u7d4c\u55b6\u4f1a\u8b70\u304c\u8003\u6848\u3057\u305f\u30b7\u30f3\u30d7\u30eb\u306a\u624b\u6cd5\u3067\u3059\u3002 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/cross-sectional-study\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30af\u30ed\u30b9\u30bb\u30af\u30b7\u30e7\u30f3\u30ea\u30b5\u30fc\u30c1<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u3001\u7814\u7a76\u30e2\u30c7\u30eb\u306b\u304a\u3051\u308b\u9867\u5ba2\u884c\u52d5\u306e\u5b9f\u969b\u306e\u6e2c\u5b9a\u5024\u306e\u6069\u6075\u3092\u53d7\u3051\u305a\u306b\u3002 \u305d\u306e\u6210\u679c\u306f\u3001\u8457\u66f8\u300eThe Effortless Experience\u300f\u306b\u8a73\u3057\u304f\u7d39\u4ecb\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u306f <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/what-is-research\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u7814\u7a76<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u74b0\u5883\u306b\u304a\u3051\u308b\u9867\u5ba2\u306e\u614b\u5ea6\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u8981\u56e0\u306b\u7126\u70b9\u3092\u5f53\u3066\u3001\u7279\u306b\u3044\u304f\u3064\u304b\u306e\u554f\u984c\u70b9\u3092\u6307\u6458\u3057\u305f\u3002 \u304a\u5ba2\u69d8\u304c\u3069\u306e\u7a0b\u5ea6\u306e\u52b4\u529b\u3092\u8cbb\u3084\u3055\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u304b\u304c\u3001\u304a\u5ba2\u69d8\u304c\u5c06\u6765\u305d\u306e\u4f01\u696d\u3067\u8cb7\u3044\u7269\u3092\u3057\u305f\u308a\u3001\u305d\u306e\u4f01\u696d\u3092\u63a8\u85a6\u3057\u305f\u308a\u3059\u308b\u53ef\u80fd\u6027\u3092\u6c7a\u5b9a\u3059\u308b\u91cd\u8981\u306a\u8981\u56e0\u3067\u3042\u308b\u3053\u3068\u304c\u5206\u304b\u308a\u307e\u3057\u305f\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u8abf\u67fb\u306e\u7d50\u679c\u3001\u9867\u5ba2\u306e\u52aa\u529b\u304c\u9ad8\u3044\u3068\u9867\u5ba2\u304c\u4e0d\u8aa0\u5b9f\u306b\u306a\u308b\u78ba\u7387\u304c\u9ad8\u304f\u306a\u308b\u4e00\u65b9\u3067\u3001\u52aa\u529b\u304c\u4f4e\u3044\u3068\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u306a\u3044\u3053\u3068\u304c\u308f\u304b\u308a\u307e\u3057\u305f\u3002 \u3064\u307e\u308a\u3001\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u82e6\u52b4\u3059\u308b\u3088\u3046\u3067\u306f\u3001\u9867\u5ba2\u306f\u3042\u306a\u305f\u306e\u30d3\u30b8\u30cd\u30b9\u3067\u306e\u8cb7\u3044\u7269\u3092\u907f\u3051\u3001\u53cb\u4eba\u306b\u52e7\u3081\u308b\u53ef\u80fd\u6027\u304c\u9ad8\u3044\u306e\u3067\u3059\u3002 \u3057\u304b\u3057\u3001\u304a\u5ba2\u69d8\u306e\u30cb\u30fc\u30ba\u3092\u5148\u53d6\u308a\u3057\u3001\u304a\u5ba2\u69d8\u5074\u306e\u52b4\u529b\u3092\u5c11\u306a\u304f\u3057\u3066\u5bfe\u5fdc\u3057\u305f\u5834\u5408\u3001\u7d99\u7d9a\u3057\u3066\u5229\u7528\u3057\u3066\u3082\u3089\u3048\u308b\u3068\u306f\u9650\u308a\u307e\u305b\u3093\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">CES\u304c\u9ad8\u3044\u304b\u3089\u3068\u3044\u3063\u3066\u3001\u9867\u5ba2\u304c\u6e80\u8db3\u3057\u3066\u3044\u308b\u308f\u3051\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u306e\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u6b63\u78ba\u306b\u77e5\u308b\u3053\u3068\u306f\u3067\u304d\u306a\u3044\u3002 \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306f\u3001\u6e80\u8db3\u5ea6\u3067\u306f\u306a\u304f\u3001\u5bfe\u8a71\u306e\u3057\u3084\u3059\u3055\u3092\u6e2c\u5b9a\u3059\u308b\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u6307\u6a19\u3067\u3059\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">CES\u30b9\u30b3\u30a2\u3092\u5229\u7528\u3057\u3066\u3001\u9867\u5ba2\u306b\u3068\u3063\u3066\u8ca0\u62c5\u306e\u5c11\u306a\u3044\u3068\u3053\u308d\u304b\u3089\u3001\u5168\u4f53\u7684\u306b\u3088\u308a\u826f\u3044\u9867\u5ba2\u4f53\u9a13\u3092\u69cb\u7bc9\u3059\u308b\u65b9\u6cd5\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/span><\/p>\n<h3><a id=\"Example_of_Customer_Effort_Score\" class=\"blankurl\"><\/a><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306e\u4f8b<\/strong><\/h3>\n<p>CES\u3068\u3044\u3046\u6307\u6a19\u306f\u3001\u591a\u304f\u306e\u4f01\u696d\u304c\u9867\u5ba2\u7406\u89e3\u3092\u6df1\u3081\u3088\u3046\u3068\u3059\u308b\u4e2d\u3067\u3001\u6ce8\u76ee\u3092\u96c6\u3081\u3066\u3044\u307e\u3059\u3002 \u3053\u306eCustomer Effort Score\u306e\u8cea\u554f\u4f8b\u3092\u4f7f\u3063\u3066\u3001CES\u306e\u4ed5\u7d44\u307f\u3084\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5224\u5b9a\u306bCES\u3092\u3069\u306e\u3088\u3046\u306b\u5229\u7528\u3067\u304d\u308b\u304b\u3092\u78ba\u8a8d\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p><strong><span data-preserver-spaces=\"true\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306e\u8cea\u554f\u4f8b\u3002  <\/span><\/strong><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-62714\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2018\/08\/Customer_Effort_Score_Question.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306b\u95a2\u3059\u308b\u8cea\u554f\" width=\"800\" height=\"130\"><\/p>\n<p>\u3053\u306e\u8cea\u554f\u4f8b\u3067\u306f\u3001Customer Effort Score 5-Point Scale \u3092\u4f7f\u3063\u3066\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u3057\u3084\u3059\u3055\u3092\u5224\u65ad\u3057\u3066\u3044\u307e\u3059\u3002 5\u6bb5\u968e\u8a55\u4fa1\u3067\u306f\u3001\u6975\u7aef\u306a\u30dd\u30b8\u30c6\u30a3\u30d6\u3001\u30dd\u30b8\u30c6\u30a3\u30d6\u3001\u30cb\u30e5\u30fc\u30c8\u30e9\u30eb\u3001\u30cd\u30ac\u30c6\u30a3\u30d6\u3001\u6975\u7aef\u306a\u30cd\u30ac\u30c6\u30a3\u30d6\u306e\u56de\u7b54\u9078\u629e\u80a2\u3092\u4f7f\u7528\u3057\u3066\u3001\u304a\u5ba2\u69d8\u304b\u3089\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3057\u307e\u3059\u3002 \u304a\u5ba2\u69d8\u306f\u3001\u3042\u306a\u305f\u3068\u30d3\u30b8\u30cd\u30b9\u3092\u3059\u308b\u969b\u306b\u3001\u30dd\u30b8\u30c6\u30a3\u30d6\u3001\u30cb\u30e5\u30fc\u30c8\u30e9\u30eb\u3001\u30cd\u30ac\u30c6\u30a3\u30d6\u306e\u3044\u305a\u308c\u304b\u306e\u52aa\u529b\u53cd\u5fdc\u3092\u9078\u629e\u3057\u307e\u3059\u3002<\/p>\n<p><strong>Customer Effort Score\u306e\u8a08\u7b97\u5f0f\u3002<\/strong><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-62713 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2018\/08\/Customer_Effort_Score_Formula.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u8a08\u7b97\u5f0f\" width=\"724\" height=\"144\"><br \/>\n\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306e\u7b97\u51fa\u306b\u306f\u3001CES\u8abf\u67fb\u306b\u5bfe\u3059\u308b\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u56de\u7b54\uff08\u3068\u3066\u3082\u7c21\u5358\u3001\u7c21\u5358\uff09\u3068\u30cd\u30ac\u30c6\u30a3\u30d6\u306a\u56de\u7b54\uff08\u3068\u3066\u3082\u96e3\u3057\u3044\u3001\u96e3\u3057\u3044\uff09\u306e\u5272\u5408\u3092\u6c42\u3081\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002 \u305d\u3057\u3066\u3001\u80af\u5b9a\u7684\u306a\u56de\u7b54\u304b\u3089\u5426\u5b9a\u7684\u306a\u56de\u7b54\u306e\u6570\u3092\u5dee\u3057\u5f15\u3051\u3070\u3088\u3044\u306e\u3067\u3059\u3002<\/p>\n<h3><a id=\"Application_of_Customer_Effort_Score\" class=\"blankurl\"><\/a><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306e\u6d3b\u7528<\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">\u8a55\u4fa1\u3059\u308b <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/acquire-reliable-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u8abf\u67fb\u306e\u305f\u3081\u306b\u53d7\u3051\u53d6\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u5e73\u5747\u5024\u304c\u9ad8\u3051\u308c\u3070\u3001\u304a\u5ba2\u69d8\u306e\u5229\u4fbf\u6027\u3092\u9ad8\u3081\u308b\u5de5\u592b\u3092\u3057\u3066\u3044\u308b\u3053\u3068\u304c\u3046\u304b\u304c\u3048\u307e\u3059\u3002 \u5e73\u5747\u5024\u304c\u4f4e\u3044\u3068\u3044\u3046\u3053\u3068\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u3088\u308a\u5feb\u9069\u306b\u3059\u308b\u305f\u3081\u306e\u6539\u5584\u306e\u4f59\u5730\u304c\u3042\u308b\u3053\u3068\u3092\u793a\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u4f4e\u3044\u7d44\u7e54\u306f\u3001Customer Effort Score \u3092\u4f7f\u3063\u3066\u793e\u5185\u306e\u554f\u984c\u70b9\u3092\u8a55\u4fa1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u304a\u5ba2\u69d8\u306e\u8ca0\u62c5\u304c\u5927\u304d\u3044\u90e8\u5206\u3092\u767a\u898b\u3057\u305f\u3089\u3001\u305d\u306e\u90e8\u5206\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u3001\u304a\u5ba2\u69d8\u306e\u8ca0\u62c5\u3092\u6e1b\u3089\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u3053\u308c\u306b\u3088\u308a\u3001\u9577\u671f\u7684\u306b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306f\u305a\u3067\u3059\u3002 \u3057\u304b\u3057\u3001\u304a\u5ba2\u69d8\u306e\u52b4\u529b\u304c\u6e1b\u308c\u3070\u3001\u5fc5\u305a\u3057\u3082\u304a\u5ba2\u69d8\u306e\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u304c\u4e0a\u304c\u308b\u3068\u306f\u9650\u3089\u306a\u3044\u3053\u3068\u3092\u5fd8\u308c\u306a\u3044\u3067\u304f\u3060\u3055\u3044\u3002 \u305d\u306e\u4ee3\u308f\u308a\u3001\u304a\u5ba2\u69d8\u306f\u307b\u3068\u3093\u3069\u306e\u4f01\u696d\u306b\u5bfe\u3057\u3066\u3001\u624b\u9593\u306e\u304b\u304b\u3089\u306a\u3044\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3092\u671f\u5f85\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.kanomodel.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">\u52a0\u7d0d\u30e2\u30c7\u30eb<\/span><\/a><span data-preserver-spaces=\"true\"> \u306f\u3001\u3053\u306e\u95a2\u4fc2\u3092\u8aac\u660e\u3057\u3066\u3044\u307e\u3059\u3002 \u304a\u5ba2\u69d8\u306e\u52b4\u529b\u304c\u5c11\u306a\u3044\u306a\u3069\u3001\u671f\u5f85\u3055\u308c\u308b\u6210\u679c\u7269\u304c\u6e80\u8db3\u5ea6\u306e\u539f\u52d5\u529b\u3068\u306a\u308b\u3053\u3068\u3082\u3042\u308a\u307e\u3059\u3002 \u305d\u306e\u4ed6\u306b\u3082\u3001\u88fd\u54c1\u306e\u54c1\u8cea\u304c\u559c\u3073\u3068\u306a\u308a\u3001\u30d6\u30e9\u30f3\u30c9\u3078\u306e\u5fe0\u8aa0\u5fc3\u3092\u9ad8\u3081\u308b\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30d5\u30a9\u30fc\u30c8\u30fb\u30b9\u30b3\u30a2\u306f\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u306e1\u3064\u3067\u3042\u308b\u3079\u304d\u3067\u3059\u3002 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/tour\/surveys.html\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30a2\u30f3\u30b1\u30fc\u30c8<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u306f\u3001\u304a\u5ba2\u69d8\u306e\u7d44\u7e54\u3068\u306e\u53d6\u5f15\u3054\u3068\u306b\u5b9f\u65bd\u3055\u308c\u308b\u30bf\u30a4\u30d7\u3067\u3059\u3002 CES\u8abf\u67fb\u306e\u5229\u7528\u306f\u3001\u9867\u5ba2\u3068\u306e\u5bfe\u8a71\u306b\u7d9a\u304f\u30c8\u30e9\u30f3\u30b6\u30af\u30b7\u30e7\u30f3\u3067\u3042\u308b\u3002<\/span><\/p>\n<div class=\"ta-center\" style=\"margin-bottom: 20px; margin-top: 10px;\">\n<p style=\"text-align: center;\"><a href=\"\/blog\/is-your-revenue-at-risk\/\">\u30ea\u30b9\u30af\u53ce\u5165\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u95a2\u9023\u4ed8\u3051\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/a><\/p>\n<\/div>\n<h3><a id=\"Advantages_and_Disadvantages_of_Customer_Effort_Score\" class=\"blankurl\"><\/a><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\uff08CES\uff09\u306e\u30e1\u30ea\u30c3\u30c8\u30fb\u30c7\u30e1\u30ea\u30c3\u30c8<\/strong><\/h3>\n<p><strong>\u30e1\u30ea\u30c3\u30c8 <\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span data-preserver-spaces=\"true\">\u30d6\u30e9\u30f3\u30c9\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u306e\u4e88\u6e2c\u306b\u512a\u308c\u3066\u3044\u308b <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30d6\u30e9\u30f3\u30c9\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u3068\u8cb7\u623b\u3057\u3092\u884c\u3044\u3001\u4ed6\u306e\u6307\u6a19\u3068\u6bd4\u8f03\u3057\u3066\u5909\u52d5\u304c\u5c0f\u3055\u3044\u3002 CES\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6b63\u78ba\u306b\u6e2c\u5b9a\u3059\u308b\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u304c\u3001\u5bfe\u8a71\u306e\u3057\u3084\u3059\u3055\u304b\u3089\u6e80\u8db3\u5ea6\u3078\u306e\u7d50\u8ad6\u3092\u5c0e\u304d\u51fa\u3059\u3053\u3068\u306f\u53ef\u80fd\u3067\u3059\u3002  <\/span><\/li>\n<li style=\"font-weight: 400;\"><span data-preserver-spaces=\"true\">\u3053\u306e\u30b9\u30b3\u30a2\u30ea\u30f3\u30b0\u30e2\u30c7\u30eb\u306f\u3001\u9867\u5ba2\u3068\u63a5\u3059\u308b\u3059\u3079\u3066\u306e\u30d7\u30ed\u30bb\u30b9\u306b\u9069\u7528\u3055\u308c\u308b\u305f\u3081\u3001\u7d44\u7e54\u5168\u4f53\u3067\u306e\u662f\u6b63\u63aa\u7f6e\u304c\u6975\u3081\u3066\u5bb9\u6613\u306b\u306a\u308a\u307e\u3059\u3002<\/span><\/li>\n<li style=\"font-weight: 400;\"><span data-preserver-spaces=\"true\">\u9867\u5ba2\u306e\u884c\u52d5\u3084\u6e80\u8db3\u5ea6\u3092\u4e88\u6e2c\u3059\u308b\u305f\u3081\u306e\u4fe1\u983c\u6027\u306e\u9ad8\u3044\u624b\u6cd5\u3067\u3042\u308b <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u9867\u5ba2\u306e\u884c\u52d5\u3084\u6e80\u8db3\u5ea6\u3092\u4e88\u6e2c\u3059\u308b\u305f\u3081\u306e\u4fe1\u983c\u6027\u306e\u9ad8\u3044\u624b\u6cd5\u3067\u3059\u3002<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">.<\/span><\/li>\n<\/ul>\n<p><strong>\u30c7\u30e1\u30ea\u30c3\u30c8<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span data-preserver-spaces=\"true\">\u3053\u306e\u30b9\u30b3\u30a2\u30ea\u30f3\u30b0\u30e2\u30c7\u30eb\u306f\u3001\u7279\u306b\u30b5\u30fc\u30d3\u30b9\u306b\u9650\u5b9a\u3057\u305f\u3082\u306e\u3067\u3042\u308a\u3001\u304a\u5ba2\u69d8\u306e\u30d3\u30b8\u30cd\u30b9\u5168\u4f53\u306b\u95a2\u308f\u308b\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/span><\/li>\n<li style=\"font-weight: 400;\"><span data-preserver-spaces=\"true\">\u304a\u5ba2\u69d8\u304c\u30b5\u30fc\u30d3\u30b9\u3092\u4f7f\u3044\u3065\u3089\u3044\u3068\u611f\u3058\u308b\u304b\u3069\u3046\u304b\u306e\u7d50\u679c\u3057\u304b\u51fa\u306a\u3044\u3002 \u5177\u4f53\u7684\u306b\u4f55\u304c\u96e3\u3057\u304b\u3063\u305f\u306e\u304b\u3001\u306a\u305c\u305d\u306e\u5de5\u7a0b\u304c\u96e3\u3057\u304b\u3063\u305f\u306e\u304b\u3001\u5224\u65ad\u304c\u3064\u304b\u306a\u3044\u306e\u3067\u3059\u3002<\/span><\/li>\n<li style=\"font-weight: 400;\"><span data-preserver-spaces=\"true\">\u304a\u5ba2\u69d8\u306e\u30b3\u30b9\u30c8\u3001\u7af6\u5408\u4ed6\u793e\u3001\u54c1\u8cea\u306a\u3069\u306e\u8981\u56e0\u304c\u4e0e\u3048\u308b\u5f71\u97ff\u306b\u3064\u3044\u3066 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/survey-templates\/new-product-concept-testing-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u88fd\u54c1\u306e\u54c1\u8cea<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">\u306f\u8003\u616e\u3055\u308c\u307e\u305b\u3093\u3002<\/span><\/li>\n<\/ul>\n<div>\n<div class=\"sub-section-heading\">\n<h3><a id=\"Customer_Effort_Score_vs_Net_Promoter_Score\" class=\"blankurl\"><\/a><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u3068\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\u306e\u6bd4\u8f03<\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2(CES)\u3068 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> (NPS\uff09\u306f\u76f8\u95a2\u6027\u306e\u3042\u308b\u8abf\u67fb\u3067\u3042\u308a\u3001\u305d\u308c\u305e\u308c\u306b\u9577\u6240\u3068\u77ed\u6240\u304c\u3042\u308a\u307e\u3059\u3002 \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u3068\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\u306f\u3001\u3044\u305a\u308c\u3082\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u7b97\u51fa\u3059\u308b\u3082\u306e\u3067\u3059\u3002 \u3057\u304b\u3057\u3001NPS\u304cCES\u3088\u308a\u6709\u52b9\u306a\u5834\u9762\u3082\u3042\u308c\u3070\u3001CES\u304c\u3088\u308a\u826f\u3044\u6307\u6a19\u3068\u306a\u308b\u5834\u9762\u3082\u3042\u308b\u3002 \u4e21\u8005\u306f\u3001\u591a\u304b\u308c\u5c11\u306a\u304b\u308c\u4e92\u3044\u306b\u88dc\u5b8c\u3057\u5408\u3046\u3001\u7570\u306a\u308b\u8cea\u554f\u30bb\u30c3\u30c8\u3092\u6295\u3052\u304b\u3051\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">NPS\u306f\u63a8\u85a6\u306e\u53ef\u80fd\u6027\u3092\u63cf\u304d\u307e\u3059\u3002&#8221;\u53cb\u4eba\u3084\u540c\u50da\u306bX\u793e\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u306f\u3069\u306e\u7a0b\u5ea6\u3067\u3059\u304b\uff1f&#8221;\u3068\u3044\u3046\u8cea\u554f\u3067\u3059\u3002 \u901a\u5e38\u3001\u30d6\u30e9\u30f3\u30c9\u306e\u5171\u6709\u6027\u3084\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u5206\u6790\u3059\u308b\u305f\u3081\u306b\u4f7f\u7528\u3055\u308c\u307e\u3059\u3002 NPS\u306f\u3001\u7d44\u7e54\u3068\u306e\u6700\u65b0\u306e\u76f8\u4e92\u4f5c\u7528\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u306e\u884c\u52d5\u3092\u8a55\u4fa1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u306a\u3044\u3002 \u305d\u3053\u3067\u5f79\u7acb\u3064\u306e\u304c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306e\u7b97\u51fa\u3067\u3059\u3002  <\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Customer Effort Score\u306f\u3001\u7d44\u7e54\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3059\u308b\u969b\u306b\u76f4\u9762\u3057\u305f\u56f0\u96e3\u3055\u3092\u304a\u5ba2\u69d8\u306b\u8a55\u4fa1\u3057\u3066\u3044\u305f\u3060\u304f\u3082\u306e\u3067\u3059\u3002 \u96e3\u6613\u5ea6\u3092\u4e0b\u3052\u308c\u3070\u4e0b\u3052\u308b\u307b\u3069\u3001\u30d6\u30e9\u30f3\u30c9\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u306b\u3064\u306a\u304c\u308b\u3002 \u96e3\u6613\u5ea6\u304c\u9ad8\u3044\u3068\u3044\u3046\u3053\u3068\u306f\u3001\u64cd\u4f5c\u65b9\u6cd5\u3092\u5909\u66f4\u3057  <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u304a\u5ba2\u69d8\u306e\u6e80\u8db3\u3092<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">\u3092\u6700\u512a\u5148\u3057\u307e\u3059\u3002<\/span><\/p>\n<p><strong><span data-preserver-spaces=\"true\">CES\u3068NPS\u306e\u4f75\u7528\u65b9\u6cd5<\/span><\/strong><\/p>\n<p><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-calculation\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">NPS<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">\u306f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u4e88\u60f3\u3055\u308c\u308b\u30d3\u30b8\u30cd\u30b9\u306e\u9032\u5316\u3068\u3044\u3046\u3001\u30d3\u30b8\u30cd\u30b9\u306e2\u5927\u5074\u9762\u3092\u5206\u6790\u3059\u308b\u305f\u3081\u306e\u30b7\u30f3\u30d7\u30eb\u3055\u304c\u4eba\u6c17\u306e\u7406\u7531\u3067\u3059\u3002 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/promoter-amplification.html\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u307e\u305f\u3001\u5bb6\u65cf\u3084\u53cb\u4eba\u306b\u63a8\u85a6\u3057\u3066\u3082\u3089\u3046\u3053\u3068\u3067\u3001\u7121\u6599\u3067\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3092\u884c\u3046\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002 \u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u306f\u3042\u306a\u305f\u306e\u7d44\u7e54\u306b\u5fe0\u5b9f\u3067\u3059\u304c\u3001\u9867\u5ba2\u4f53\u9a13\u304c\u4e0d\u5341\u5206\u306a\u5834\u5408\u3001\u5fe0\u5b9f\u3067\u3042\u308a\u7d9a\u3051\u308b\u3053\u3068\u304c\u4fdd\u8a3c\u3055\u308c\u306a\u3044\u3053\u3068\u3092\u5fd8\u308c\u3066\u306f\u306a\u308a\u307e\u305b\u3093\u3002<\/span><\/p>\n<p>\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u59cb\u3081\u3088\u3046\u3068\u601d\u3063\u3066\u3044\u308b\u65b9 <a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\" target=\"_blank\" rel=\"noopener\">\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u306e\u7121\u6599\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a>\u306f\u3053\u3061\u3089<\/p>\n<p><span data-preserver-spaces=\"true\">NPS\u306f\u3001\u304a\u5ba2\u69d8\u306e\u30d3\u30b8\u30cd\u30b9\u306b\u5bfe\u3059\u308b\u7dcf\u5408\u7684\u306a\u611f\u89e6\u3092\u6e2c\u5b9a\u3059\u308b\u3082\u306e\u3067\u3042\u308a\u3001\u7279\u5b9a\u306e <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u3092\u7d4c\u9a13\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u4e00\u65b9\u3001CES\u306f\u3001\u304a\u5ba2\u69d8\u306e\u8ab2\u984c\u89e3\u6c7a\u306e\u3057\u3084\u3059\u3055\u3092\u6e2c\u308b\u3082\u306e\u3067\u3059\u3002 \u9867\u5ba2\u4f53\u9a13\u306e\u969c\u5bb3\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u3067\u3001\u305d\u306e\u969c\u5bb3\u3092\u89e3\u6d88\u3057\u3001\u9593\u63a5\u7684\u306b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u306e\u306b\u975e\u5e38\u306b\u52b9\u679c\u7684\u3067\u3059\u3002  <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u30fc<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">.<\/span><\/p>\n<div class=\"ta-center\" style=\"margin-bottom: 20px; margin-top: 10px;\"><img decoding=\"async\" class=\"aligncenter\" src=\"\/userimages\/site_media\/Customer_Effort_Score_vs_Net_Promoter_Score.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u3068\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\u306e\u6bd4\u8f03\"><\/div>\n<\/div>\n<h3><strong><a id=\"Customer_Effort_Score_Benchmark\" class=\"blankurl\"><\/a>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u30d9\u30f3\u30c1\u30de\u30fc\u30af<\/strong><\/h3>\n<blockquote><p>\u6210\u529f\u3057\u3066\u3044\u308b\u4f01\u696d\u306f\u7686\u3001\u5e38\u306b\u7af6\u5408\u4ed6\u793e\u3092\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3057\u3066\u3044\u307e\u3059\u3002 \u5f7c\u3089\u306f\u3001\u81ea\u5206\u305f\u3061\u306e\u4f1a\u793e\u304c\u6210\u529f\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u65e5\u3005\u4f55\u3092\u5408\u308f\u305b\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u304b\u3092\u77e5\u3089\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u3002<br \/>\n-\u30b8\u30a7\u30fc\u30e0\u30b9\u30fb\u30c0\u30f3<\/p><\/blockquote>\n<p>CEB Global\u793e\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001CES2.0\u306e\u5168\u4f53\u7684\u306a\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059\u3002<\/p>\n<p style=\"text-align: center;\"><a href=\"\/blog\/customer-effort-score-benchmark\/\">\u8a73\u3057\u304f\u5b66\u3076Customer Effort Score Benchmarking\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u30d9\u30f3\u30c1\u30de\u30fc\u30af\uff09\u3002<\/a><\/p>\n<div class=\"ta-center\" style=\"margin-bottom: 20px; margin-top: 10px;\"><img decoding=\"async\" class=\"aligncenter\" src=\"\/userimages\/site_media\/Customer_Effort_Score_Benchmarking.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0\"><\/div>\n<p>CES\u306e\u5272\u5408\u304c70\uff05\u4ee5\u4e0b\u3067\u3042\u308c\u3070\u3001\u9867\u5ba2\u304c\u76f4\u9762\u3057\u3066\u3044\u308b\u969c\u5bb3\u3092\u30d4\u30f3\u30dd\u30a4\u30f3\u30c8\u3067\u53d6\u308a\u9664\u304f\u3053\u3068\u306b\u6ce8\u529b\u3057\u305f\u307b\u3046\u304c\u3088\u3044\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002<\/p>\n<h4><a id=\"Using_Competitive_Landscape_as_Your_Benchmark\" class=\"blankurl\"><\/a><strong>\u7af6\u5408\u306e\u72b6\u6cc1\u3092\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306b\u3059\u308b<\/strong><\/h4>\n<\/div>\n<p>\u300c\u7af6\u4e89\u306f\u5e38\u306b\u826f\u3044\u3053\u3068\u3067\u3059\u3002\u7af6\u4e89\u306f\u5e38\u306b\u826f\u3044\u3053\u3068\u3067\u3042\u308a\u3001\u79c1\u305f\u3061\u306b\u30d9\u30b9\u30c8\u3092\u5c3d\u304f\u3059\u3053\u3068\u3092\u5f37\u3044\u308b\u3002\u72ec\u5360\u306f\u3001\u4eba\u3005\u3092\u6e80\u8db3\u3055\u305b\u3001\u5e73\u51e1\u306b\u6e80\u8db3\u3055\u305b\u308b\u306e\u3067\u3059\u3002 \u30ca\u30f3\u30b7\u30fc\u30fb\u30d4\u30a2\u30b7\u30fc<\/p>\n<p><span data-preserver-spaces=\"true\">\u3053\u306e\u5f15\u7528\u3068\u4e00\u822c\u7684\u306a\u8003\u3048\u65b9\u306b\u5f93\u3048\u3070\u3001\u3042\u306a\u305f\u306e\u30b9\u30b3\u30a2\u306e\u5f37\u3055\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u3088\u308a\u9069\u5207\u306a\u65b9\u6cd5\u306f <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/some-commonly-uncommon-ways-to-research-the-competition\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u7af6\u5408\u4ed6\u793e\u306e<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u3092\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3068\u3057\u3066\u3044\u307e\u3059\u3002 NPS\u3084CES\u306e\u6307\u6a19\u306f\u3001\u696d\u7a2e\u3092\u8003\u616e\u3059\u308b\u305f\u3081\u3001\u3053\u306e\u65b9\u6cd5\u304c\u3088\u308a\u9069\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u4f8b\u3048\u3070\u3001\u822a\u7a7a\u4f1a\u793e\u306f\u9280\u884c\u3088\u308a\u3082\u30c0\u30a4\u30ec\u30af\u30c8\u306a\u4f53\u9a13\u3092\u304a\u5ba2\u69d8\u306b\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 CES\u3084NPS\u306e\u8a55\u4fa1\u3082\u9ad8\u3044\u50be\u5411\u306b\u3042\u308a\u307e\u3059\u3002 \u30c7\u30d1\u30fc\u30c8\u3068\u4fdd\u967a\u4f1a\u793e\u3092\u6bd4\u3079\u3066\u3082\u3001\u304a\u5ba2\u69d8\u306e\u4f53\u9a13\u3084\u30cb\u30fc\u30ba\u304c\u5168\u304f\u9055\u3046\u306e\u3067\u3001\u53c2\u8003\u306b\u306a\u3089\u306a\u3044\u3067\u3057\u3087\u3046\u3002<\/span><\/p>\n<div class=\"ta-center\" style=\"margin-bottom: 20px; margin-top: 10px;\"><img decoding=\"async\" class=\"aligncenter\" src=\"\/userimages\/site_media\/Customer_Effort_Score_vs_Net_Promoter_Score_Example.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u3068\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\u306e\u6bd4\u8f03\u4f8b\"><\/div>\n<p>\u822a\u7a7a\u696d\u754c\u306f\u3001NPS\u304c-4\u304b\u3089+57\u306e\u7bc4\u56f2\u306b\u3042\u308b\u306e\u304c\u4e00\u822c\u7684\u3067\u3059\u3002 \u30e6\u30ca\u30a4\u30c6\u30c3\u30c9\u822a\u7a7a\u306eNPS\u306f10\u3067\u3042\u308a\u3001\u822a\u7a7a\u696d\u754c\u3067\u306f\u30ef\u30fc\u30b9\u30c81\u4f4d\u3067\u3042\u308b\u3002<\/p>\n<h4><a id=\"Global_Standards_vs_Competitor_Benchmarking\" class=\"blankurl\"><\/a><strong>\u30b0\u30ed\u30fc\u30d0\u30eb\u30b9\u30bf\u30f3\u30c0\u30fc\u30c9\u3068\u7af6\u5408\u4ed6\u793e\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0<\/strong><\/h4>\n<p><span data-preserver-spaces=\"true\">\u30b9\u30b3\u30a2\u306f\u5730\u57df\u306b\u3088\u3063\u3066\u7570\u306a\u308b\u3053\u3068\u306b\u7559\u610f\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/geographic-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u5730\u7406\u7684\u5e02\u5834<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">. \u6b27\u7c73\u306eNPS\u3092\u6bd4\u8f03\u3057\u305f\u3053\u3068\u304c\u3042\u308b\u65b9\u306a\u3089\u3001\u304a\u305d\u3089\u304f\u3054\u5b58\u77e5\u3060\u3068\u601d\u3044\u307e\u3059\u304c  <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/culture-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u6587\u5316\u7684<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">\u3068 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/demographic-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u4eba\u53e3\u52d5\u614b\u306e\u9055\u3044<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">\u4f01\u696d\u306e\u696d\u7e3e\u3092\u8a55\u4fa1\u3059\u308b\u969b\u306b\u3001\u6587\u5316\u7684\u30fb\u4eba\u53e3\u7d71\u8a08\u7684\u306a\u5dee\u7570\u304c\u3042\u308b\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u4f8b\u3048\u3070\u3001\u30e8\u30fc\u30ed\u30c3\u30d1\u306e\u304a\u5ba2\u69d8\u306f\u4f01\u696d\u306e\u696d\u7e3e\u8a55\u4fa1\u306b\u5bfe\u3057\u3066\u3088\u308a\u4fdd\u5b88\u7684\u3067\u3059\u3002 \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306e\u8cea\u554f\u4f8b\u3092\u8003\u3048\u3066\u307f\u307e\u3057\u3087\u3046\u3002&#8221;1\uff5e10\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u300110\u304c\u6700\u3082\u96e3\u3057\u3044\u306e\u3067\u3059\u304c\u3001\u4eca\u65e5\u306e\u53d6\u5f15\u306f\u3069\u306e\u7a0b\u5ea6\u7c21\u5358\u3067\u3057\u305f\u304b\uff1f&#8221; \u30e8\u30fc\u30ed\u30c3\u30d1\u306e\u56de\u7b54\u8005\u306f\u3001\u3069\u306e\u3088\u3046\u306a\u72b6\u6cc1\u3067\u30829\u308410\u3092\u3064\u3051\u308b\u3053\u3068\u306f\u307e\u305a\u306a\u3044\u3002 \u307e\u305f\u3001\u4ed6\u306e\u5730\u57df\u3067\u306f\u3001\u4e0b\u9650\u3068\u4e0a\u9650\u3092\u4f7f\u3044\u5206\u3051\u306a\u304c\u3089\u3001\u305d\u306e\u9593\u3092\u30b9\u30ad\u30c3\u30d7\u3057\u3066\u3044\u308b\u304a\u5ba2\u69d8\u3082\u3044\u3089\u3063\u3057\u3083\u308b\u3067\u3057\u3087\u3046\u3002 \u3053\u306e\u3088\u3046\u306a\u9055\u3044\u304c\u3042\u308b\u305f\u3081\u30011\u3064\u306e\u696d\u754c\u306b\u304a\u3051\u308b\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\u306e\u7d76\u5bfe\u5024\u306f\u5927\u304d\u304f\u7570\u306a\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<h4><a id=\"Comparing_Your_Metric_Against_Your_Own\" class=\"blankurl\"><\/a><strong>\u81ea\u793e\u306e\u6307\u6a19\u3068\u6bd4\u8f03\u3059\u308b<\/strong><\/h4>\n<p><span data-preserver-spaces=\"true\">\u3042\u306a\u305f\u306e\u30e1\u30c8\u30ea\u30c3\u30af\u306f\u305d\u308c\u81ea\u4f53\u3067\u306f\u865a\u6804\u5fc3\u306e\u5f37\u3044\u6570\u5b57\u306b\u904e\u304e\u306a\u3044\u306e\u3067\u3001\u7279\u306b\u30b9\u30bf\u30fc\u30c8\u30a2\u30c3\u30d7\u306e\u6bb5\u968e\u3067\u306f\u3001\u826f\u3044\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30d5\u30a9\u30fc\u30c8\u30fb\u30b9\u30b3\u30a2\u3092\u8868\u3059\u4e00\u3064\u306e\u6570\u5b57\u3092\u51fa\u3059\u3053\u3068\u306f\u4e0d\u53ef\u80fd\u306a\u306e\u3067\u3059\u3002 \u81ea\u5206\u306e\u6570\u5b57\u304c\u300c\u826f\u3044\u300d\u304b\u3069\u3046\u304b\u3092\u77e5\u308b\u306b\u306f\u3001\u6700\u3082\u91cd\u8981\u306a\u3082\u306e\u3068\u6bd4\u8f03\u3059\u308b\u3053\u3068\u3067\u3059\u3002  <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/help\/benchmarking.html\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30d9\u30f3\u30c1\u30de\u30fc\u30af<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">&#8211; \u4ee5\u524d\u306e\u30b9\u30b3\u30a2\u3092\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3059\u308b\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306e\u8a08\u7b97\u7d50\u679c\u3092\u3001\u76f4\u8fd1\u306e\u56db\u534a\u671f\u307e\u305f\u306f\u534a\u5e74\u306e\u30b9\u30b3\u30a2\u3068\u6bd4\u8f03\u3059\u308b\u3053\u3068\u3067\u3001\u9032\u6357\u72b6\u6cc1\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u5c11\u306a\u304f\u3068\u308210\uff05\u4ee5\u4e0a\u5897\u52a0\u3057\u3066\u3044\u308c\u3070\u3001\u6b63\u3057\u3044\u65b9\u5411\u306b\u5411\u304b\u3063\u3066\u304a\u308a\u3001\u6709\u6a5f\u7684\u306a\u6210\u9577\u306b\u3088\u3063\u3066\u6210\u529f\u3059\u308b\u30d3\u30b8\u30cd\u30b9\u306e\u69cb\u7bc9\u306b\u5411\u3051\u3066\u524d\u9032\u3057\u3066\u3044\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u9006\u306b\u3001CES\u304c\u5927\u5e45\u306b\u6e1b\u5c11\u3057\u3066\u3044\u308b\u5834\u5408\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u304c\u96e3\u3057\u304f\u306a\u3063\u3066\u3044\u308b\u3053\u3068\u3092\u8868\u3057\u3066\u3044\u307e\u3059\u3002 \u539f\u56e0\u306e\u7279\u5b9a\u3068\u9069\u5207\u306a\u5bfe\u7b56\u306b\u8fc5\u901f\u306b\u53d6\u308a\u7d44\u3080\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u6570\u5b57\u305d\u306e\u3082\u306e\u3088\u308a\u3082\u3001\u4f55\u304c\u30b9\u30b3\u30a2\u3092\u5de6\u53f3\u3057\u3066\u3044\u308b\u306e\u304b\u306b\u6ce8\u76ee\u3057\u305f\u307b\u3046\u304c\u3088\u3044\u3067\u3057\u3087\u3046\u3002 \u3092\u899a\u3048\u3066\u304a\u3044\u3066\u304f\u3060\u3055\u3044\u3002  <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/nps-considered-good-net-promoter-score\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">\u3084Customer Effort Score\u306f\u3001\u305d\u308c\u81ea\u4f53\u3067\u306f\u5b9a\u91cf\u5316\u3067\u304d\u306a\u3044\u3002 <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/quantitative-data\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u5b9a\u91cf\u5316\u3067\u304d\u308b\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> \u3092\u6210\u9577\u3055\u305b\u308b\u305f\u3081\u306e\u6307\u6a19\u3067\u3059\u3002 \u5e38\u306b\u300c\u805e\u304f\u300d\u3053\u3068\u3092\u7b2c\u4e00\u306b\u8003\u3048\u3066\u304f\u3060\u3055\u3044\u3002  <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/strategic-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u5206\u6790\u3059\u308b<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">\u5206\u6790\u3057\u3001\u884c\u52d5\u3059\u308b <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/putting-customer-feedback-to-work\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">\u9867\u5ba2\u304b\u3089\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">.<\/span><\/p>\n<p class=\"p1\"><b>QuestionPro\u3067\u306f\u3001\u79c1\u305f\u3061\u304c\u4fe1\u3058\u308b\u3053\u3068\u306b\u53d6\u308a\u7d44\u3093\u3067\u3044\u307e\u3059\u3002 <\/b><a href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <span class=\"s1\">Ken\u3068\u306e\u30c7\u30e2\u3092\u4e88\u7d04\u3059\u308b<\/span><br \/>\n<\/a>\u79c1\u305f\u3061\u306eCX\u30b5\u30fc\u30d9\u30a4\u3068\u5206\u6790\u7ba1\u7406\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u901a\u3058\u3066\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u9ad8\u3081\u3001\u8cb4\u91cd\u306a\u6d88\u8cbb\u8005\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u53ce\u96c6\u3059\u308b\u65b9\u6cd5\u3092\u767a\u898b\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>QuestionPro CX\u306e\u8a73\u7d30\u306f\u3053\u3061\u3089<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u30b3\u30f3\u30c6\u30f3\u30c4\u30a4\u30f3\u30c7\u30c3\u30af\u30b9 \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9 [&hellip;]<\/p>\n","protected":false},"author":86,"featured_media":991708,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1188],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - 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