{"id":451701,"date":"2025-09-04T01:55:09","date_gmt":"2025-09-04T01:55:09","guid":{"rendered":"https:\/\/otavietnam.com\/?p=451701"},"modified":"2025-09-04T01:55:09","modified_gmt":"2025-09-04T01:55:09","slug":"nps-khach-san-do-luong-cai-thien-long-trung-thanh-khach-hang","status":"publish","type":"post","link":"https:\/\/otavietnam.com\/blog\/nps-khach-san-do-luong-cai-thien-long-trung-thanh-khach-hang\/","title":{"rendered":"NPS Kh\u00e1ch S\u1ea1n: \u0110o L\u01b0\u1eddng & C\u1ea3i Thi\u1ec7n L\u00f2ng Trung Th\u00e0nh Kh\u00e1ch H\u00e0ng"},"content":{"rendered":"

T\u00ecm Hi\u1ec3u V\u1ec1 NPS Kh\u00e1ch S\u1ea1n: \u0110o L\u01b0\u1eddng v\u00e0 C\u1ea3i Thi\u1ec7n L\u00f2ng Trung Th\u00e0nh C\u1ee7a Kh\u00e1ch H\u00e0ng<\/h1>\n

Gi\u1edbi Thi\u1ec7u v\u1ec1 NPS (Net Promoter Score) trong Ng\u00e0nh Kh\u00e1ch S\u1ea1n<\/h2>\n

Trong ng\u00e0nh kh\u00e1ch s\u1ea1n, vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t. Cho d\u00f9 \u0111\u00f3 l\u00e0 m\u1ed9t \u01b0u \u0111\u00e3i h\u1ea5p d\u1eabn cho m\u1ed9t ph\u00f2ng tho\u1ea3i m\u00e1i cho chuy\u1ebfn c\u00f4ng t\u00e1c hay m\u1ed9t k\u1ef3 ngh\u1ec9 sang tr\u1ecdng, n\u01a1i m\u1ecdi mong mu\u1ed1n \u0111\u1ec1u \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u. N\u1ebfu b\u1ea1n th\u00e0nh c\u00f4ng trong vi\u1ec7c n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 y\u00ean t\u00e2m r\u1eb1ng kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n s\u1ebd s\u1eb5n l\u00f2ng gi\u1edbi thi\u1ec7u kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n cho b\u1ea1n b\u00e8, gia \u0111\u00ecnh ho\u1eb7c \u0111\u1ed3ng nghi\u1ec7p c\u1ee7a h\u1ecd, mang l\u1ea1i cho b\u1ea1n h\u00ecnh th\u1ee9c
\nmarketing hi\u1ec7u qu\u1ea3 nh\u1ea5t m\u00e0 b\u1ea5t k\u1ef3 doanh nghi\u1ec7p n\u00e0o c\u0169ng mong mu\u1ed1n.<\/p>\n

Trong b\u00e0i vi\u1ebft n\u00e0y, ch\u00fang ta s\u1ebd \u0111i s\u00e2u v\u00e0o m\u1ed9t ch\u1ec9 s\u1ed1 quan tr\u1ecdng trong s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u00f3 l\u00e0
\nNPS (Net Promoter Score)<\/strong>, v\u00e0 cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 c\u00e1ch n\u00f3 c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n t\u0103ng c\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

NPS l\u00e0 g\u00ec?<\/h2>\n

Net Promoter Score (NPS), \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n l\u1ea7n \u0111\u1ea7u v\u00e0o n\u0103m 2003 b\u1edfi Fred Reichheld, \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 s\u1eb5n l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng trong vi\u1ec7c gi\u1edbi thi\u1ec7u kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n cho b\u1ea1n b\u00e8 v\u00e0 gia \u0111\u00ecnh c\u1ee7a h\u1ecd. B\u1eb1ng c\u00e1ch hi\u1ec3u m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u hay kh\u00f4ng gi\u1edbi thi\u1ec7u kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n cho nh\u1eefng ng\u01b0\u1eddi th\u00e2n y\u00eau c\u1ee7a h\u1ecd, b\u1ea1n hi\u1ec3u \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 th\u00e0nh c\u00f4ng c\u1ee7a b\u1ea1n trong vi\u1ec7c l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng ho\u1eb7c t\u1ea7n su\u1ea5t b\u1ea1n kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd.<\/p>\n

T\u00ednh to\u00e1n NPS: X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m s\u1ed1 c\u1ee7a b\u1ea1n<\/h2>\n

Vi\u1ec7c x\u00e1c \u0111\u1ecbnh Net Promoter Score c\u1ee7a b\u1ea1n b\u1eaft \u0111\u1ea7u b\u1eb1ng c\u00e1ch h\u1ecfi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n m\u1ed9t c\u00e2u h\u1ecfi \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng c\u1ea9n th\u1eadn, \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 l\u00f2ng trung th\u00e0nh c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. \u0110\u1ec3 l\u00e0 m\u1ed9t th\u01b0\u1edbc \u0111o ch\u00ednh x\u00e1c v\u1ec1 NPS c\u1ee7a b\u1ea1n, c\u00e2u h\u1ecfi ph\u1ea3i tu\u00e2n theo \u0111\u1ecbnh d\u1ea1ng: \u201cB\u1ea1n c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u [kh\u00e1ch s\u1ea1n] cho b\u1ea1n b\u00e8 ho\u1eb7c gia \u0111\u00ecnh c\u1ee7a b\u1ea1n \u0111\u1ebfn m\u1ee9c n\u00e0o?\u201d v\u00e0 ph\u1ea3i \u0111\u01b0\u1ee3c ch\u1ea5m \u0111i\u1ec3m tr\u00ean thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10.<\/p>\n


\nC\u00e2u h\u1ecfi Net Promoter th\u01b0\u1eddng l\u00e0 c\u00e2u h\u1ecfi \u0111\u1ea7u ti\u00ean trong m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t v\u00e0 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c bao g\u1ed3m trong email m\u1eddi kh\u1ea3o s\u00e1t \u0111\u1ec3 khuy\u1ebfn kh\u00edch nhi\u1ec1u ph\u1ea3n h\u1ed3i h\u01a1n cho c\u00e2u h\u1ecfi quan tr\u1ecdng n\u00e0y
\n<\/i><\/p>\n

S\u1ef1 kh\u00e1c bi\u1ec7t \u0111\u00e1ng ch\u00fa \u00fd nh\u1ea5t gi\u1eefa NPS v\u00e0 c\u00e1c c\u00e2u h\u1ecfi \u0111\u00e1nh gi\u00e1 kh\u00e1c trong ng\u00e0nh kh\u00e1ch s\u1ea1n l\u00e0 vi\u1ec7c bao g\u1ed3m 0 nh\u01b0 m\u1ed9t t\u00f9y ch\u1ecdn. S\u1eed d\u1ee5ng 0 \u0111\u1ec3 ch\u1ec9 \u201ct\u1ec7 nh\u1ea5t\u201d gi\u00fap h\u1ea1n ch\u1ebf s\u1ef1 m\u01a1 h\u1ed3 ho\u1eb7c hi\u1ec3u l\u1ea7m (kh\u00e1ch \u0111\u00f4i khi nh\u1ea7m l\u1eabn hi\u1ec3u 1 l\u00e0 \u201ct\u1ed1t nh\u1ea5t\u201d), v\u00e0 n\u00f3 c\u0169ng cung c\u1ea5p cho kh\u00e1ch h\u00e0ng \u0111\u1ee7 c\u00e1c t\u00f9y ch\u1ecdn \u0111\u1ec3 b\u00e0y t\u1ecf c\u1ea3m x\u00fac c\u1ee7a h\u1ecd.<\/p>\n

\u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 c\u00f3 11 t\u00f9y ch\u1ecdn v\u00e0 \u0111i\u1ec3m s\u1ed1 kh\u00f4ng \u0111\u01b0\u1ee3c nh\u1eadn ra ngay l\u1eadp t\u1ee9c l\u00e0 m\u1ed9t t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m. Tuy nhi\u00ean,
\nNet Promoter Score kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m \u2013 n\u00f3 l\u00e0 m\u1ed9t s\u1ed1 n\u1eb1m gi\u1eefa -100 v\u00e0 +100. \u0110\u1ec3 t\u00ednh s\u1ed1 n\u00e0y, c\u00e1c ph\u1ea3n h\u1ed3i cho c\u00e2u h\u1ecfi NPS \u0111\u01b0\u1ee3c s\u1eafp x\u1ebfp th\u00e0nh ba lo\u1ea1i:<\/p>\n

    \n
  • \u2639\ufe0f
    \nNg\u01b0\u1eddi Gi\u00e8m Pha (0-6) \u2013 nh\u1eefng ng\u01b0\u1eddi s\u1ebd ng\u0103n c\u1ea3n ng\u01b0\u1eddi kh\u00e1c \u0111\u1ebfn th\u0103m b\u1ea1n<\/li>\n
  • ?
    \nNg\u01b0\u1eddi Th\u1ee5 \u0110\u1ed9ng (7-8) \u2013 kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u b\u1ea1n c\u0169ng nh\u01b0 kh\u00f4ng n\u00f3i x\u1ea5u b\u1ea1n<\/li>\n
  • ?
    \nNg\u01b0\u1eddi Qu\u1ea3ng B\u00e1 (9-10) \u2013 s\u1ebd c\u1ed1 g\u1eafng h\u1ebft s\u1ee9c \u0111\u1ec3 gi\u1edbi thi\u1ec7u b\u1ea1n<\/li>\n<\/ul>\n

    T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u1ee7a \u201cng\u01b0\u1eddi gi\u00e8m pha\u201d sau \u0111\u00f3 \u0111\u01b0\u1ee3c tr\u1eeb \u0111i t\u1eeb t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u1ee7a \u201cng\u01b0\u1eddi qu\u1ea3ng b\u00e1\u201d, v\u00e0 s\u1ed1 k\u1ebft qu\u1ea3 l\u00e0 NPS c\u1ee7a kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n.<\/p>\n


    \nNPS = % ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 \u2013 % ng\u01b0\u1eddi gi\u00e8m pha
    \n<\/strong><\/p>\n

    V\u00ed d\u1ee5, gi\u1ea3 s\u1eed m\u1ed9t kh\u00e1ch s\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c 100 ph\u1ea3n h\u1ed3i:<\/p>\n

      \n
    • 20 ng\u01b0\u1eddi gi\u00e8m pha (0-6) \u2192 20%<\/li>\n
    • 30 ng\u01b0\u1eddi th\u1ee5 \u0111\u1ed9ng (7-8) \u2192 30%<\/li>\n
    • 50 ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 \u2192 50%<\/li>\n<\/ul>\n

      \u0110i\u1ec3m NPS c\u1ee7a kh\u00e1ch s\u1ea1n n\u00e0y s\u1ebd l\u00e0 30:<\/p>\n

      NPS = 50% \u2013 20% = 30<\/p>\n

      C\u00f3 v\u1ebb h\u01a1i kh\u1eafc nghi\u1ec7t khi ch\u1ec9 c\u00f3 hai \u0111i\u1ec3m s\u1ed1 cho bi\u1ebft ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 v\u00e0 b\u1ea3y \u0111i\u1ec3m cho bi\u1ebft ng\u01b0\u1eddi gi\u00e8m pha (ch\u1eb3ng ph\u1ea3i 6 v\u1eabn l\u00e0 \u0111i\u1ec3m \u0111\u1ea1t?), nh\u01b0ng c\u00e1c ph\u00e2n kh\u00fac n\u00e0y d\u1ef1a tr\u00ean nghi\u00ean c\u1ee9u v\u1ec1 h\u00e0nh vi mua h\u00e0ng th\u1ef1c t\u1ebf c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng, v\u00e0 th\u1eadt kh\u00f4ng may, m\u1ed9t \u0111i\u1ec3m 6 l\u00e0 kh\u00f4ng \u0111\u1ee7.<\/p>\n

      \u0110i\u1ec3m NPS cho bi\u1ebft g\u00ec v\u1ec1 kh\u00e1ch c\u1ee7a kh\u00e1ch s\u1ea1n?<\/h2>\n

      M\u1ed9t s\u1ed1 kh\u00e1c bi\u1ec7t v\u1ec1 h\u00e0nh vi kh\u00e1c \u0111\u1ecbnh ngh\u0129a ba nh\u00f3m v\u00e0 gi\u1ea3i th\u00edch t\u1ea1i sao h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 l\u00e0m cho h\u1ecd c\u00f3 gi\u00e1 tr\u1ecb h\u01a1n cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n:<\/p>\n

      H\u1ecd s\u1eb5n s\u00e0ng tr\u1ea3 bao nhi\u00eau<\/h3>\n

      Ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 kh\u00f4ng nh\u1ea1y c\u1ea3m v\u1ec1 gi\u00e1 nh\u01b0 nh\u1eefng kh\u00e1ch kh\u00e1c, v\u00ec h\u1ecd th\u1ea5y gi\u00e1 tr\u1ecb l\u1edbn trong c\u00e1c d\u1ecbch v\u1ee5 m\u00e0 kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n cung c\u1ea5p, trong khi ng\u01b0\u1eddi gi\u00e8m pha c\u00f3 xu h\u01b0\u1edbng ngh\u0129 r\u1eb1ng h\u1ecd \u0111ang nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t th\u1ecfa thu\u1eadn t\u1ed3i t\u1ec7 v\u00e0 c\u00f3 l\u1ebd s\u1ebd ch\u1ec9 quay l\u1ea1i n\u1ebfu b\u1ea1n cung c\u1ea5p cho h\u1ecd m\u1ed9t m\u1ee9c gi\u00e1 chi\u1ebft kh\u1ea5u.<\/p>\n

      Kh\u1ea3 n\u0103ng h\u1ecd quay l\u1ea1i cao \u0111\u1ebfn m\u1ee9c n\u00e0o<\/h3>\n

      Ng\u01b0\u1eddi gi\u00e8m pha c\u00f3 xu h\u01b0\u1edbng \u0111\u00e0o t\u1ea9u v\u1edbi t\u1ef7 l\u1ec7 cao h\u01a1n nhi\u1ec1u so v\u1edbi ng\u01b0\u1eddi qu\u1ea3ng b\u00e1, \u0111i\u1ec1u \u0111\u00f3 c\u00f3 ngh\u0129a l\u00e0 m\u1ed9t m\u1ed1i quan h\u1ec7 ng\u1eafn h\u01a1n, \u00edt l\u1ee3i nhu\u1eadn h\u01a1n v\u1edbi kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n. \u0110i\u1ec1u n\u00e0y \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c nh\u00f3m ho\u1eb7c kh\u00e1ch s\u1ea1n ph\u1ee5 thu\u1ed9c v\u00e0o kh\u00e1ch l\u1eb7p l\u1ea1i ho\u1eb7c kh\u00e1ch \u0111\u1ebfn trong ng\u00e0y. Ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 c\u00f3 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n cao h\u01a1n v\u00e0 c\u00e1c ngu\u1ed3n l\u1ef1c n\u00ean \u0111\u01b0\u1ee3c d\u00e0nh \u0111\u1ec3 thu h\u00fat l\u1ea1i h\u1ecd b\u1eb1ng c\u00e1c n\u1ed7 l\u1ef1c ti\u1ebfp th\u1ecb.<\/p>\n

      Chi ph\u00ed ph\u1ee5c v\u1ee5 h\u1ecd l\u00e0 bao nhi\u00eau<\/h3>\n

      Ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 \u1edf l\u1ea1i trong th\u1eddi gian d\u00e0i h\u01a1n v\u00e0 khuy\u1ebfn kh\u00edch nh\u1eefng kh\u00e1ch kh\u00e1c \u0111\u1ebfn th\u0103m kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n, c\u1ea3 tr\u1ef1c ti\u1ebfp v\u00e0 th\u00f4ng qua c\u00e1c \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn. Tuy nhi\u00ean, ng\u01b0\u1eddi gi\u00e8m pha c\u00f3 xu h\u01b0\u1edbng ti\u00eau th\u1ee5 nhi\u1ec1u t\u00e0i nguy\u00ean d\u1ecbch v\u1ee5 h\u01a1n v\u00e0 th\u01b0\u1eddng c\u00f3 nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n v\u00e0 y\u00eau c\u1ea7u c\u00e1c m\u1eb7t h\u00e0ng v\u00e0 n\u00e2ng c\u1ea5p mi\u1ec5n ph\u00ed. H\u1ecd c\u0169ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng \u0111\u1ec3 l\u1ea1i m\u1ed9t \u0111\u00e1nh gi\u00e1 v\u1ec1 tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c c\u1ee7a h\u1ecd, c\u00f3 kh\u1ea3 n\u0103ng khi\u1ebfn kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n m\u1ea5t \u0111i nh\u1eefng giao d\u1ecbch kinh doanh trong t\u01b0\u01a1ng lai.<\/p>\n

      H\u1ecd t\u1ea1o ra bao nhi\u00eau doanh thu ngo\u00e0i ph\u00f2ng<\/h3>\n

      Ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 th\u01b0\u1eddng th\u00edch nh\u00f3m chi ti\u00eau c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t nh\u00e0 cung c\u1ea5p \u0111\u00e1ng tin c\u1eady (l\u00fd t\u01b0\u1edfng nh\u1ea5t l\u00e0 b\u1ea1n). N\u1ebfu b\u1ea1n c\u00f3 m\u1ed9t NPS t\u1ed1t, cung c\u1ea5p th\u00eam c\u00e1c ti\u1ec7n nghi ho\u1eb7c ti\u1ec7n \u00edch b\u1ed5 sung s\u1ebd \u0111\u1ea3m b\u1ea3o kh\u00e1ch c\u1ee7a b\u1ea1n c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n n\u1eefa v\u00e0 gi\u00fap t\u1ea1o ra doanh thu ngo\u00e0i ph\u00f2ng.<\/p>\n

      \u0110\u00e1nh gi\u00e1 c\u1ee7a b\u1ea1n t\u1ed1t \u0111\u1ebfn m\u1ee9c n\u00e0o<\/h3>\n

      T\u1ea5t c\u1ea3 ch\u00fang ta \u0111\u1ec1u bi\u1ebft c\u00e1c \u0111\u00e1nh gi\u00e1 s\u1ea3n ph\u1ea9m t\u1ed1t c\u00f3 t\u00ednh thuy\u1ebft ph\u1ee5c nh\u01b0 th\u1ebf n\u00e0o, v\u00e0 ch\u00fang th\u1eadm ch\u00ed c\u00f2n quan tr\u1ecdng h\u01a1n trong ng\u00e0nh kh\u00e1ch s\u1ea1n, n\u01a1i nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng kh\u00f4ng th\u1ec3 d\u00f9ng th\u1eed mi\u1ec5n ph\u00ed m\u1ed9t ph\u00f2ng ho\u1eb7c g\u1eedi l\u1ea1i n\u1ebfu h\u1ecd kh\u00f4ng h\u00e0i l\u00f2ng. Theo nghi\u00ean c\u1ee9u c\u1ee7a Tripadvisor, g\u1ea7n 80% kh\u00e1ch du l\u1ecbch s\u1ebd s\u1eed d\u1ee5ng x\u1ebfp h\u1ea1ng \u0111\u00e1nh gi\u00e1 nh\u01b0 m\u1ed9t y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh khi l\u1ef1a ch\u1ecdn gi\u1eefa hai kh\u00e1ch s\u1ea1n t\u01b0\u01a1ng t\u1ef1.<\/p>\n

      B\u1ea1n c\u00f3 th\u1ec3 l\u00e0m g\u00ec v\u1edbi NPS c\u1ee7a m\u00ecnh?<\/h2>\n

      Gi\u00e1 tr\u1ecb kinh t\u1ebf c\u00f3 kh\u1ea3 n\u0103ng cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n t\u1eeb c\u00e1c nh\u00f3m kh\u00e1c nhau c\u00f3 ngh\u0129a l\u00e0 NPS th\u01b0\u1eddng l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 \u0111\u00e1ng tin c\u1eady v\u1ec1 t\u0103ng tr\u01b0\u1edfng. H\u01a1n th\u1ebf n\u1eefa, n\u00f3 c\u0169ng l\u00e0 m\u1ed9t \u0111i\u1ec3m chu\u1ea9n tuy\u1ec7t v\u1eddi \u0111\u1ec3 hi\u1ec3u v\u00e0 ph\u00e2n \u0111o\u1ea1n ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n

      B\u1eb1ng c\u00e1ch quan s\u00e1t nh\u1eefng kh\u00eda c\u1ea1nh n\u00e0o trong d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n m\u00e0 ng\u01b0\u1eddi gi\u00e8m pha c\u1ee7a b\u1ea1n \u0111\u1ec1 c\u1eadp \u0111\u1ebfn th\u01b0\u1eddng xuy\u00ean nh\u1ea5t, b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh n\u01a1i b\u1ea1n c\u00f3 th\u1ec3 c\u1ea7n chi th\u00eam ng\u00e2n s\u00e1ch ho\u1eb7c tham gia v\u00e0o \u0111\u00e0o t\u1ea1o b\u1ed5 sung. Ng\u01b0\u1ee3c l\u1ea1i, ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 c\u1ee7a b\u1ea1n s\u1ebd cho b\u1ea1n th\u1ea5y nh\u1eefng ph\u1ea7n n\u00e0o trong t\u00e0i s\u1ea3n c\u1ee7a b\u1ea1n \u0111ang khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00e0 n\u00ean \u0111\u01b0\u1ee3c l\u00e0m n\u1ed5i b\u1eadt trong t\u00e0i li\u1ec7u ti\u1ebfp th\u1ecb v\u00e0 tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i c\u1ee7a b\u1ea1n.<\/p>\n

      B\u1ea1n c\u0169ng c\u00f3 th\u1ec3 theo d\u00f5i nh\u1eefng thay \u0111\u1ed5i trong NPS c\u1ee7a m\u00ecnh theo th\u1eddi gian \u0111\u1ec3 xem t\u00e1c \u0111\u1ed9ng c\u1ee7a vi\u1ec7c n\u00e2ng c\u1ea5p c\u01a1 s\u1edf v\u1eadt ch\u1ea5t ho\u1eb7c nh\u1eefng thay \u0111\u1ed5i trong nh\u00e2n vi\u00ean ho\u1eb7c ch\u00ednh s\u00e1ch \u0111\u1ed1i v\u1edbi s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n c\u0169ng c\u00f3 th\u1ec3 ph\u00e2n t\u00edch \u0111i\u1ec3m s\u1ed1 NPS trung b\u00ecnh \u0111\u01b0\u1ee3c \u0111\u01b0a ra b\u1edfi c\u00e1c ph\u00e2n kh\u00fac kh\u00e1ch kh\u00e1c nhau \u0111\u1ec3 xem b\u1ea1n c\u00f3 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a kh\u00e1ch du l\u1ecbch kinh doanh hay kh\u00f4ng ho\u1eb7c li\u1ec7u ch\u1ec9 c\u00f3 c\u00e1c gia \u0111\u00ecnh c\u00f3 tr\u1ebb em m\u1edbi c\u00f3 m\u1ed9t kho\u1ea3ng th\u1eddi gian vui v\u1ebb.<\/p>\n

      N\u1ebfu b\u1ea1n \u0111ang t\u00ecm ki\u1ebfm n\u1ed9i dung truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i nhanh ch\u00f3ng v\u00e0 d\u1ec5 d\u00e0ng, h\u00e3y l\u1ecdc ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch c\u1ee7a b\u1ea1n \u0111\u1ec3 b\u1ea1n ch\u1ec9 xem nh\u1eefng b\u00ecnh lu\u1eadn t\u1eeb ng\u01b0\u1eddi qu\u1ea3ng b\u00e1. Chia s\u1ebb b\u00ecnh lu\u1eadn c\u1ee7a h\u1ecd (l\u00fd t\u01b0\u1edfng nh\u1ea5t l\u00e0 v\u1edbi m\u1ed9t h\u00ecnh \u1ea3nh ph\u00f9 h\u1ee3p) l\u00e0 m\u1ed9t c\u00e1ch tuy\u1ec7t v\u1eddi \u0111\u1ec3 qu\u1ea3ng b\u00e1 kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n th\u00f4ng qua m\u1ed9t trong nh\u1eefng h\u00ecnh th\u1ee9c ti\u1ebfp th\u1ecb \u0111\u00e1ng tin c\u1eady nh\u1ea5t: b\u1eb1ng ch\u1ee9ng x\u00e3 h\u1ed9i.<\/p>\n

      NPS c\u1ee7a b\u1ea1n cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u00f4 gi\u00e1 v\u1ec1 c\u00e1ch kh\u00e1ch c\u1ee7a b\u1ea1n c\u1ea3m nh\u1eadn v\u1ec1 kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n v\u00e0 nh\u1eefng \u0111i\u1ec3m m\u1ea1nh v\u00e0 \u0111i\u1ec3m y\u1ebfu c\u1ee7a b\u1ea1n n\u1eb1m \u1edf \u0111\u00e2u. B\u1eb1ng c\u00e1ch t\u00edch c\u1ef1c s\u1eed d\u1ee5ng d\u1eef li\u1ec7u n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n, gi\u1edbi thi\u1ec7u nh\u1eefng g\u00ec b\u1ea1n l\u00e0m t\u1ed1t nh\u1ea5t v\u00e0 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

      Khi \u0111\u01b0\u1ee3c qu\u1ea3n l\u00fd hi\u1ec7u qu\u1ea3, NPS c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 \u0111\u00f3ng vai tr\u00f2 nh\u01b0 m\u1ed9t la b\u00e0n cho s\u1ef1 t\u0103ng tr\u01b0\u1edfng n\u1ed9i b\u1ed9 v\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 m\u1ea1nh m\u1ebd cho ti\u1ebfp th\u1ecb b\u00ean ngo\u00e0i, gi\u00fap b\u1ea1n \u0111\u1ea3m b\u1ea3o r\u1eb1ng nhi\u1ec1u kh\u00e1ch c\u1ee7a b\u1ea1n tr\u1edf th\u00e0nh nh\u1eefng ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 nhi\u1ec7t t\u00ecnh.<\/p>\n

      Cho d\u00f9 b\u1ea1n \u0111ang nh\u1eafm m\u1ee5c ti\u00eau thu h\u00fat kh\u00e1ch m\u1edbi, gi\u1eef ch\u00e2n kh\u00e1ch truy c\u1eadp trung th\u00e0nh hay ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch, vi\u1ec7c theo d\u00f5i v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean NPS c\u1ee7a b\u1ea1n l\u00e0 m\u1ed9t b\u01b0\u1edbc quan tr\u1ecdng \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau v\u1ec1 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

      T\u00f3m T\u1eaft: T\u1ea1i Sao NPS Quan Tr\u1ecdng V\u1edbi Kh\u00e1ch S\u1ea1n C\u1ee7a B\u1ea1n<\/h2>\n

      Trong ng\u00e0nh kh\u00e1ch s\u1ea1n c\u1ea1nh tranh ng\u00e0y nay, vi\u1ec7c hi\u1ec3u r\u00f5 v\u00e0 n\u00e2ng cao l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng b\u1ec1n v\u1eefng.
      \nNPS (Net Promoter Score)<\/strong> \u0111\u00f3ng vai tr\u00f2 l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 m\u1ea1nh m\u1ebd, gi\u00fap c\u00e1c kh\u00e1ch s\u1ea1n \u0111o l\u01b0\u1eddng, ph\u00e2n t\u00edch v\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

      1. \u0110o L\u01b0\u1eddng M\u1ee9c \u0110\u1ed9 H\u00e0i L\u00f2ng v\u00e0 Trung Th\u00e0nh<\/h3>\n

      NPS cung c\u1ea5p m\u1ed9t c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua m\u1ed9t c\u00e2u h\u1ecfi \u0111\u01a1n gi\u1ea3n: “B\u1ea1n c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u kh\u00e1ch s\u1ea1n c\u1ee7a ch\u00fang t\u00f4i cho b\u1ea1n b\u00e8 v\u00e0 gia \u0111\u00ecnh \u0111\u1ebfn m\u1ee9c n\u00e0o?”. Ph\u1ea3n h\u1ed3i \u0111\u01b0\u1ee3c chia th\u00e0nh ba nh\u00f3m:<\/p>\n

        \n
      • Ng\u01b0\u1eddi Qu\u1ea3ng B\u00e1 (9-10 \u0111i\u1ec3m): Nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh, s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n.<\/li>\n
      • Ng\u01b0\u1eddi Th\u1ee5 \u0110\u1ed9ng (7-8 \u0111i\u1ec3m): Kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng nh\u01b0ng kh\u00f4ng qu\u00e1 nhi\u1ec7t t\u00ecnh.<\/li>\n
      • Ng\u01b0\u1eddi Gi\u00e8m Pha (0-6 \u0111i\u1ec3m): Kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u00e0 c\u00f3 th\u1ec3 g\u00e2y \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c \u0111\u1ebfn danh ti\u1ebfng c\u1ee7a kh\u00e1ch s\u1ea1n.<\/li>\n<\/ul>\n

        B\u1eb1ng c\u00e1ch t\u00ednh to\u00e1n NPS (% Ng\u01b0\u1eddi Qu\u1ea3ng B\u00e1 – % Ng\u01b0\u1eddi Gi\u00e8m Pha), kh\u00e1ch s\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n.<\/p>\n

        2. Ph\u00e2n T\u00edch v\u00e0 C\u1ea3i Thi\u1ec7n Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng<\/h3>\n

        NPS kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t con s\u1ed1, m\u00e0 c\u00f2n l\u00e0 m\u1ed9t ngu\u1ed3n th\u00f4ng tin qu\u00fd gi\u00e1 \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i t\u1eeb c\u00e1c nh\u00f3m kh\u00e1c nhau, kh\u00e1ch s\u1ea1n c\u00f3 th\u1ec3:<\/p>\n

          \n
        • X\u00e1c \u0111\u1ecbnh c\u00e1c y\u1ebfu t\u1ed1 khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng (\u0111i\u1ec3m m\u1ea1nh c\u1ee7a kh\u00e1ch s\u1ea1n).<\/li>\n
        • Nh\u1eadn di\u1ec7n c\u00e1c v\u1ea5n \u0111\u1ec1 g\u00e2y kh\u00f3 ch\u1ecbu cho kh\u00e1ch h\u00e0ng (\u0111i\u1ec3m y\u1ebfu c\u1ea7n c\u1ea3i thi\u1ec7n).<\/li>\n
        • \u01afu ti\u00ean c\u00e1c h\u00e0nh \u0111\u1ed9ng c\u1ea3i ti\u1ebfn d\u1ef1a tr\u00ean m\u1ee9c \u0111\u1ed9 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n

          V\u00ed d\u1ee5, n\u1ebfu nhi\u1ec1u Ng\u01b0\u1eddi Gi\u00e8m Pha ph\u00e0n n\u00e0n v\u1ec1 th\u1eddi gian ch\u1edd \u0111\u1ee3i check-in, kh\u00e1ch s\u1ea1n c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh n\u00e0y \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

          3. T\u0103ng C\u01b0\u1eddng L\u00f2ng Trung Th\u00e0nh v\u00e0 Doanh Thu<\/h3>\n

          Vi\u1ec7c c\u1ea3i thi\u1ec7n NPS c\u00f3 t\u00e1c \u0111\u1ed9ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 doanh thu c\u1ee7a kh\u00e1ch s\u1ea1n.
          \nNg\u01b0\u1eddi Qu\u1ea3ng B\u00e1 kh\u00f4ng ch\u1ec9 quay l\u1ea1i kh\u00e1ch s\u1ea1n m\u00e0 c\u00f2n gi\u1edbi thi\u1ec7u cho b\u1ea1n b\u00e8, gia \u0111\u00ecnh v\u00e0 \u0111\u1ed3ng nghi\u1ec7p, gi\u00fap kh\u00e1ch s\u1ea1n thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. Ngo\u00e0i ra,
          \nNg\u01b0\u1eddi Qu\u1ea3ng B\u00e1 th\u01b0\u1eddng chi ti\u00eau nhi\u1ec1u h\u01a1n v\u00e0 \u00edt nh\u1ea1y c\u1ea3m v\u1ec1 gi\u00e1 h\u01a1n, g\u00f3p ph\u1ea7n t\u0103ng doanh thu cho kh\u00e1ch s\u1ea1n.<\/p>\n

          4. S\u1eed D\u1ee5ng NPS Trong Chi\u1ebfn L\u01b0\u1ee3c Marketing<\/h3>\n

          NPS c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 marketing hi\u1ec7u qu\u1ea3 \u0111\u1ec3 x\u00e2y d\u1ef1ng uy t\u00edn v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi. Kh\u00e1ch s\u1ea1n c\u00f3 th\u1ec3 chia s\u1ebb c\u00e1c \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c t\u1eeb
          \nNg\u01b0\u1eddi Qu\u1ea3ng B\u00e1 tr\u00ean website, m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng kh\u00e1c. \u0110i\u1ec1u n\u00e0y gi\u00fap kh\u00e1ch s\u1ea1n ch\u1ee9ng minh ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 t\u1ea1o ni\u1ec1m tin cho kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/p>\n

          5. Theo D\u00f5i v\u00e0 \u0110\u00e1nh Gi\u00e1 Hi\u1ec7u Qu\u1ea3<\/h3>\n

          NPS n\u00ean \u0111\u01b0\u1ee3c theo d\u00f5i th\u01b0\u1eddng xuy\u00ean \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c h\u00e0nh \u0111\u1ed9ng c\u1ea3i ti\u1ebfn v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p. Kh\u00e1ch s\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t tr\u1ef1c tuy\u1ebfn ho\u1eb7c ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd kh\u00e1ch s\u1ea1n \u0111\u1ec3 thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng.<\/p>\n

          K\u1ebft Lu\u1eadn<\/h2>\n

          NPS l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 quan tr\u1ecdng gi\u00fap c\u00e1c kh\u00e1ch s\u1ea1n hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng, c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m v\u00e0 t\u0103ng c\u01b0\u1eddng l\u00f2ng trung th\u00e0nh. B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o vi\u1ec7c n\u00e2ng cao NPS, kh\u00e1ch s\u1ea1n c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i trong ng\u00e0nh kh\u00e1ch s\u1ea1n \u0111\u1ea7y c\u1ea1nh tranh.<\/p>\n

          C\u00e1c C\u00e2u H\u1ecfi Th\u01b0\u1eddng G\u1eb7p V\u1ec1 NPS Trong Ng\u00e0nh Kh\u00e1ch S\u1ea1n<\/h2>\n

          1. NPS bao nhi\u00eau l\u00e0 t\u1ed1t cho m\u1ed9t kh\u00e1ch s\u1ea1n?<\/h3>\n

          M\u1ed9t \u0111i\u1ec3m NPS “t\u1ed1t” cho m\u1ed9t kh\u00e1ch s\u1ea1n ph\u1ee5 thu\u1ed9c v\u00e0o nhi\u1ec1u y\u1ebfu t\u1ed1, bao g\u1ed3m v\u1ecb tr\u00ed \u0111\u1ecba l\u00fd, lo\u1ea1i h\u00ecnh kh\u00e1ch s\u1ea1n (v\u00ed d\u1ee5: kh\u00e1ch s\u1ea1n sang tr\u1ecdng, kh\u00e1ch s\u1ea1n b\u00ecnh d\u00e2n, v.v.) v\u00e0 ti\u00eau chu\u1ea9n ng\u00e0nh. Tuy nhi\u00ean, m\u1ed9t s\u1ed1 nguy\u00ean t\u1eafc chung c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng:<\/p>\n

            \n
          • NPS > 0: Cho th\u1ea5y kh\u00e1ch s\u1ea1n c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng trung th\u00e0nh h\u01a1n l\u00e0 kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng.<\/li>\n
          • NPS > 30: \u0110\u01b0\u1ee3c coi l\u00e0 m\u1ed9t \u0111i\u1ec3m s\u1ed1 t\u1ed1t v\u00e0 cho th\u1ea5y kh\u00e1ch s\u1ea1n \u0111ang l\u00e0m t\u1ed1t trong vi\u1ec7c t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c cho kh\u00e1ch h\u00e0ng.<\/li>\n
          • NPS > 50: \u0110\u01b0\u1ee3c coi l\u00e0 m\u1ed9t \u0111i\u1ec3m s\u1ed1 xu\u1ea5t s\u1eafc v\u00e0 cho th\u1ea5y kh\u00e1ch s\u1ea1n c\u00f3 m\u1ed9t l\u01b0\u1ee3ng l\u1edbn kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u.<\/li>\n
          • NPS > 70: \u0110\u01b0\u1ee3c coi l\u00e0 m\u1ed9t \u0111i\u1ec3m s\u1ed1 \u0111\u1eb3ng c\u1ea5p th\u1ebf gi\u1edbi v\u00e0 cho th\u1ea5y kh\u00e1ch s\u1ea1n \u0111ang cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t.<\/li>\n<\/ul>\n

            Quan tr\u1ecdng h\u01a1n \u0111i\u1ec3m s\u1ed1 tuy\u1ec7t \u0111\u1ed1i, kh\u00e1ch s\u1ea1n n\u00ean t\u1eadp trung v\u00e0o vi\u1ec7c theo d\u00f5i xu h\u01b0\u1edbng NPS theo th\u1eddi gian v\u00e0 so s\u00e1nh v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c n\u1ed7 l\u1ef1c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

            2. L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n NPS c\u1ee7a kh\u00e1ch s\u1ea1n?<\/h3>\n

            \u0110\u1ec3 c\u1ea3i thi\u1ec7n NPS c\u1ee7a kh\u00e1ch s\u1ea1n, h\u00e3y t\u1eadp trung v\u00e0o c\u00e1c y\u1ebfu t\u1ed1 sau:<\/p>\n

              \n
            • Thu th\u1eadp ph\u1ea3n h\u1ed3i th\u01b0\u1eddng xuy\u00ean: G\u1eedi kh\u1ea3o s\u00e1t NPS cho kh\u00e1ch h\u00e0ng sau khi h\u1ecd r\u1eddi \u0111i v\u00e0 khuy\u1ebfn kh\u00edch h\u1ecd cung c\u1ea5p ph\u1ea3n h\u1ed3i chi ti\u1ebft v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd.<\/li>\n
            • Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i: X\u00e1c \u0111\u1ecbnh c\u00e1c ch\u1ee7 \u0111\u1ec1 v\u00e0 v\u1ea5n \u0111\u1ec1 chung trong ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u01b0u ti\u00ean c\u00e1c h\u00e0nh \u0111\u1ed9ng c\u1ea3i ti\u1ebfn.<\/li>\n
            • \u0110\u00e0o t\u1ea1o nh\u00e2n vi\u00ean: \u0110\u1ea3m b\u1ea3o nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 c\u00f3 kh\u1ea3 n\u0103ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/li>\n
            • C\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5: T\u1eadp trung v\u00e0o vi\u1ec7c cung c\u1ea5p c\u00e1c d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng cao v\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n
            • T\u1ea1o ra tr\u1ea3i nghi\u1ec7m \u0111\u00e1ng nh\u1edb: T\u00ecm c\u00e1ch \u0111\u1ec3 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u1ed9c \u0111\u00e1o v\u00e0 \u0111\u00e1ng nh\u1edb cho kh\u00e1ch h\u00e0ng.<\/li>\n
            • Gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng: Khi kh\u00e1ch h\u00e0ng c\u00f3 v\u1ea5n \u0111\u1ec1, h\u00e3y gi\u1ea3i quy\u1ebft ch\u00fang nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3 \u0111\u1ec3 gi\u1ea3m thi\u1ec3u s\u1ef1 th\u1ea5t v\u1ecdng c\u1ee7a h\u1ecd.<\/li>\n
            • Theo d\u00f5i v\u00e0 \u0111\u00e1nh gi\u00e1: Theo d\u00f5i NPS theo th\u1eddi gian v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c h\u00e0nh \u0111\u1ed9ng c\u1ea3i ti\u1ebfn.<\/li>\n<\/ul>\n

              3. Khi n\u00e0o n\u00ean g\u1eedi kh\u1ea3o s\u00e1t NPS cho kh\u00e1ch h\u00e0ng?<\/h3>\n

              Th\u1eddi \u0111i\u1ec3m t\u1ed1t nh\u1ea5t \u0111\u1ec3 g\u1eedi kh\u1ea3o s\u00e1t NPS cho kh\u00e1ch h\u00e0ng l\u00e0 ngay sau khi h\u1ecd r\u1eddi \u0111i. \u0110i\u1ec1u n\u00e0y \u0111\u1ea3m b\u1ea3o r\u1eb1ng tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1eabn c\u00f2n t\u01b0\u01a1i m\u1edbi trong t\u00e2m tr\u00ed h\u1ecd v\u00e0 h\u1ecd c\u00f3 th\u1ec3 cung c\u1ea5p ph\u1ea3n h\u1ed3i ch\u00ednh x\u00e1c h\u01a1n. Kh\u00e1ch s\u1ea1n c\u00f3 th\u1ec3 g\u1eedi kh\u1ea3o s\u00e1t qua email, tin nh\u1eafn SMS ho\u1eb7c \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng.<\/p>\n

              4. C\u00f3 n\u00ean th\u01b0\u1edfng cho nh\u00e2n vi\u00ean khi NPS t\u0103ng?<\/h3>\n

              Vi\u1ec7c th\u01b0\u1edfng cho nh\u00e2n vi\u00ean khi NPS t\u0103ng c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 \u0111\u1ec3 khuy\u1ebfn kh\u00edch h\u1ecd t\u1eadp trung v\u00e0o vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc. Tuy nhi\u00ean, c\u1ea7n l\u01b0u \u00fd m\u1ed9t s\u1ed1 \u0111i\u1ec1u:<\/p>\n

                \n
              • \u0110\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c m\u1ee5c ti\u00eau NPS l\u00e0 th\u1ef1c t\u1ebf v\u00e0 c\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c: N\u1ebfu c\u00e1c m\u1ee5c ti\u00eau qu\u00e1 cao, nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 c\u1ea3m th\u1ea5y n\u1ea3n l\u00f2ng.<\/li>\n
              • S\u1eed d\u1ee5ng m\u1ed9t h\u1ec7 th\u1ed1ng th\u01b0\u1edfng c\u00f4ng b\u1eb1ng v\u00e0 minh b\u1ea1ch: Nh\u00e2n vi\u00ean c\u1ea7n hi\u1ec3u r\u00f5 c\u00e1ch th\u1ee9c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ec7 th\u1ed1ng th\u01b0\u1edfng v\u00e0 l\u00e0m th\u1ebf n\u00e0o h\u1ecd c\u00f3 th\u1ec3 ki\u1ebfm \u0111\u01b0\u1ee3c ti\u1ec1n th\u01b0\u1edfng.<\/li>\n
              • Kh\u00f4ng ch\u1ec9 t\u1eadp trung v\u00e0o NPS: C\u1ea7n xem x\u00e9t c\u00e1c y\u1ebfu t\u1ed1 kh\u00e1c, ch\u1eb3ng h\u1ea1n nh\u01b0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng, khi \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a nh\u00e2n vi\u00ean.<\/li>\n<\/ul>\n

                5. NPS c\u00f3 ph\u1ea3i l\u00e0 ch\u1ec9 s\u1ed1 duy nh\u1ea5t quan tr\u1ecdng trong ng\u00e0nh kh\u00e1ch s\u1ea1n?<\/h3>\n

                M\u1eb7c d\u00f9 NPS l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 quan tr\u1ecdng, nh\u01b0ng n\u00f3 kh\u00f4ng ph\u1ea3i l\u00e0 ch\u1ec9 s\u1ed1 duy nh\u1ea5t quan tr\u1ecdng trong ng\u00e0nh kh\u00e1ch s\u1ea1n. C\u00e1c ch\u1ec9 s\u1ed1 kh\u00e1c c\u1ea7n xem x\u00e9t bao g\u1ed3m:<\/p>\n

                  \n
                • T\u1ef7 l\u1ec7 l\u1ea5p \u0111\u1ea7y ph\u00f2ng: T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m ph\u00f2ng trong kh\u00e1ch s\u1ea1n \u0111\u01b0\u1ee3c thu\u00ea.<\/li>\n
                • Doanh thu tr\u00ean m\u1ed7i ph\u00f2ng c\u00f3 s\u1eb5n (RevPAR): M\u1ed9t ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng c\u1ee7a kh\u00e1ch s\u1ea1n.<\/li>\n
                • \u0110\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn: \u0110i\u1ec3m \u0111\u00e1nh gi\u00e1 trung b\u00ecnh c\u1ee7a kh\u00e1ch s\u1ea1n tr\u00ean c\u00e1c trang web \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn.<\/li>\n
                • T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng: T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng quay l\u1ea1i kh\u00e1ch s\u1ea1n.<\/li>\n<\/ul>\n

                  B\u1eb1ng c\u00e1ch theo d\u00f5i v\u00e0 ph\u00e2n t\u00edch t\u1ea5t c\u1ea3 c\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y, kh\u00e1ch s\u1ea1n c\u00f3 th\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t b\u1ee9c tranh to\u00e0n di\u1ec7n v\u1ec1 hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n.<\/p>\n","protected":false},"excerpt":{"rendered":"

                  T\u00ecm Hi\u1ec3u V\u1ec1 NPS Kh\u00e1ch S\u1ea1n: \u0110o L\u01b0\u1eddng v\u00e0 C\u1ea3i Thi\u1ec7n L\u00f2ng Trung Th\u00e0nh C\u1ee7a Kh\u00e1ch H\u00e0ng Gi\u1edbi Thi\u1ec7u v\u1ec1 NPS (Net Promoter Score) trong Ng\u00e0nh Kh\u00e1ch S\u1ea1n Trong ng\u00e0nh kh\u00e1ch s\u1ea1n, vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t. Cho d\u00f9 \u0111\u00f3 l\u00e0 m\u1ed9t \u01b0u \u0111\u00e3i h\u1ea5p […]<\/p>\n","protected":false},"author":1,"featured_media":452843,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"none","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","jnews-multi-image_gallery":[],"jnews_single_post":{"format":"standard","override":[{"template":"1","parallax":"1","fullscreen":"1","layout":"right-sidebar","sidebar":"default-sidebar","second_sidebar":"default-sidebar","sticky_sidebar":"1","share_position":"bottom","share_float_style":"share-monocrhome","show_share_counter":"1","show_view_counter":"1","show_featured":"1","show_post_meta":"1","show_post_author_image":"1","show_post_date":"1","post_date_format":"default","post_date_format_custom":"Y\/m\/d","show_post_category":"1","show_post_reading_time":"1","post_reading_time_wpm":"500","post_calculate_word_method":"str_word_count","show_zoom_button":"0","zoom_button_out_step":"2","zoom_button_in_step":"3","show_post_tag":"1","show_prev_next_post":"1","show_popup_post":"1","number_popup_post":"1","show_author_box":"0","show_post_related":"1","show_inline_post_related":"0"}],"image_override":[{"single_post_thumbnail_size":"crop-500","single_post_gallery_size":"crop-500"}],"trending_post_position":"meta","trending_post_label":"Trending","sponsored_post_label":"Sponsored by","disable_ad":"0","subtitle":""},"jnews_primary_category":[],"footnotes":""},"categories":[17],"tags":[],"class_list":["post-451701","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc-sale-marketing"],"_links":{"self":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts\/451701","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/comments?post=451701"}],"version-history":[{"count":1,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts\/451701\/revisions"}],"predecessor-version":[{"id":452844,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts\/451701\/revisions\/452844"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/media\/452843"}],"wp:attachment":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/media?parent=451701"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/categories?post=451701"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/tags?post=451701"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}