{"id":24238,"date":"2019-10-02T07:50:00","date_gmt":"2019-10-02T05:50:00","guid":{"rendered":"https:\/\/examinare.ecommerce.theonlykroon.com\/?p=24238"},"modified":"2019-10-02T07:50:00","modified_gmt":"2019-10-02T05:50:00","slug":"here-s-how-to-avoid-making-the-most-common-mistakes-when-sending-nps-surveys","status":"publish","type":"post","link":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/news\/2019\/10\/02\/here-s-how-to-avoid-making-the-most-common-mistakes-when-sending-nps-surveys\/","title":{"rendered":"Zde je n\u00e1vod, jak se vyhnout nej\u010dast\u011bj\u0161\u00edm chyb\u00e1m p\u0159i zas\u00edl\u00e1n\u00ed dotazn\u00edk\u016f NPS."},"content":{"rendered":"<p>V Examinare vytv\u00e1\u0159\u00edme pro z\u00e1kazn\u00edky pr\u016fzkumy Net Promoter Score, kter\u00e9 m\u011b\u0159\u00ed zku\u0161enosti z\u00e1kazn\u00edk\u016f a identifikuj\u00ed probl\u00e9my. NPS je kr\u00e1tk\u00fd pr\u016fzkum, kter\u00fd je obvykle zas\u00edl\u00e1n v\u0161em z\u00e1kazn\u00edk\u016fm. NPS dotazn\u00edky jsou v\u0161ak dnes pou\u017e\u00edv\u00e1ny nespr\u00e1vn\u011b t\u00edm, \u017ee jsou zas\u00edl\u00e1ny ka\u017ed\u00e9mu z\u00e1kazn\u00edkovi ihned po ka\u017ed\u00e9m n\u00e1kupu. Pokud budete pr\u016fzkumy pos\u00edlat p\u0159\u00edli\u0161 rychle, budete m\u00edt \u0161patn\u00e1 data, na kter\u00fdch budete pracovat, a tak\u00e9 dezinformace.<\/p>\n<p>Nej\u010dast\u011bj\u0161\u00ed chyby, kter\u00fdm se p\u0159i zas\u00edl\u00e1n\u00ed dotazn\u00edk\u016f NPS vyhn\u011bte:<\/p>\n<ul>\n<li>Rozes\u00edlejte NPS nejen ke ka\u017ed\u00e9mu n\u00e1kupu, ale i ro\u010dn\u011b v\u0161em z\u00e1kazn\u00edk\u016fm.<\/li>\n<li>Nezapome\u0148te m\u00edt alespo\u0148 1 n\u00e1vaznou ot\u00e1zku pro 1-2 sk\u00f3re na stupnici p\u011bti a 1-6 sk\u00f3re na stupnici 10.<\/li>\n<li>Ot\u00e1zka NPS by m\u011bla b\u00fdt neutr\u00e1ln\u00ed a nem\u011bla by b\u00fdt pozitivn\u00ed.<\/li>\n<li>V\u017edy se ujist\u011bte, \u017ee analyzujete data na pozad\u00ed.<\/li>\n<li>NPS nemus\u00ed b\u00fdt prov\u00e1d\u011bno pouze prost\u0159ednictv\u00edm e-mailu. M\u016f\u017eete tak\u00e9 pou\u017e\u00edt telefonn\u00ed pr\u016fzkumy a SMS.<\/li>\n<li>Pokud nem\u00e1te \u010das na pr\u016fzkumy, pou\u017eijte spole\u010dnost, kter\u00e1 m\u00e1 zku\u0161enosti s nimi.<\/li>\n<\/ul>\n<h2>Rozes\u00edlejte NPS pr\u016fzkumy nejen p\u0159i ka\u017ed\u00e9m n\u00e1kupu, ale i ka\u017edoro\u010dn\u011b v\u0161em z\u00e1kazn\u00edk\u016fm.<\/h2>\n<p>Doporu\u010dujeme pou\u017e\u00edvat NPS ka\u017edoro\u010dn\u011b, aby se zv\u00fd\u0161il z\u00e1jem z\u00e1kazn\u00edk\u016f po cel\u00fd rok, zejm\u00e9na t\u011bch z\u00e1kazn\u00edk\u016f, kte\u0159\u00ed nenakupovali v posledn\u00edch 6 m\u011bs\u00edc\u00edch. V\u011bt\u0161ina spole\u010dnost\u00ed d\u011bl\u00e1 chyby p\u0159i pou\u017e\u00edv\u00e1n\u00ed pr\u016fzkum\u016f NPS b\u011bhem 1-14 dn\u016f od n\u00e1kupu. Z\u00e1kazn\u00edci obvykle je\u0161t\u011b sv\u00e9 zbo\u017e\u00ed neobdr\u017eeli nebo ho je\u0161t\u011b neza\u010dali pou\u017e\u00edvat. Je to celkov\u00fd dojem, kter\u00fd v\u00e1m pom\u016f\u017ee prodat v\u00edce ne\u017e jednou. M\u00edt opakuj\u00edc\u00ed se z\u00e1kazn\u00edky je sou\u010d\u00e1st\u00ed \u00fasp\u011bchu v digit\u00e1ln\u00edm sv\u011bt\u011b zn\u00e1m\u00e9m tak\u00e9 jako e-commerce nebo obchodov\u00e1n\u00ed na d\u00e1lku.<\/p>\n<h2>Nezapome\u0148te m\u00edt alespo\u0148 1 sekven\u010dn\u00ed ot\u00e1zku pro 1-2 sk\u00f3re na 5 stupnici a 1-6 sk\u00f3re na 10 stupnici.<\/h2>\n<p>Sekven\u010dn\u00ed ot\u00e1zka je ot\u00e1zka, kter\u00e1 umo\u017e\u0148uje analyzovat pr\u016fzkum spolu s \u00fadaji o pozad\u00ed, a nikoli pouze samotn\u00e9 hodnocen\u00ed. V\u017edy mus\u00edte m\u00edt k dispozici data, kter\u00e1 v\u00e1m umo\u017en\u00ed p\u0159e\u010d\u00edst, co z\u00e1kazn\u00edk koupil a jak mohou b\u00fdt produkty \/ slu\u017eby lep\u0161\u00ed. Net\u00e1hnou va\u0161i zna\u010dku p\u0159\u00edli\u0161 dol\u016f, tak\u017ee byste s nimi m\u011bli p\u0159estat obchodovat?<\/p>\n<h2>Dotaz NPS by m\u011bl b\u00fdt neutr\u00e1ln\u00ed a nem\u011bl by b\u00fdt p\u0159\u00edli\u0161 pozitivn\u00ed.<\/h2>\n<p>Pokud jste je\u0161t\u011b NPS ot\u00e1zku nevytvo\u0159ili, mus\u00edte se ujistit, \u017ee se nedopust\u00edte jedn\u00e9 z nej\u010dast\u011bj\u0161\u00edch chyb. Nepou\u017e\u00edvejte pro ot\u00e1zku hodnocen\u00ed jin\u00e9 t\u00f3ny ne\u017e neutr\u00e1ln\u00ed. P\u0159\u00edli\u0161 pozitivn\u00ed p\u0159\u00edstup znamen\u00e1, \u017ee je z va\u0161\u00ed strany vn\u00edm\u00e1n p\u0159\u00edli\u0161 sebejist\u011b a \u017ee m\u00e1te p\u0159edem vytvo\u0159en\u00fd n\u00e1zor na to, co va\u0161i z\u00e1kazn\u00edci odpov\u00ed. N\u011bco takov\u00e9ho m\u016f\u017ee va\u0161\u00ed zna\u010dce u\u0161kodit v\u00edc, ne\u017e se zd\u00e1.<\/p>\n<h2>V\u017edy se ujist\u011bte, \u017ee analyzujete data na pozad\u00ed.<\/h2>\n<p>Pokud nem\u00e1te syst\u00e9m nebo mo\u017enost analyzovat data na pozad\u00ed, pak nen\u00ed hned smyslupln\u00e9 vytv\u00e1\u0159et a rozes\u00edlat dotazn\u00edk NPS. V\u00fdjimkou je, pokud m\u00e1te obecnou slu\u017ebu, kter\u00e1 funguje stejn\u00fdm zp\u016fsobem pro celou skupinu, kter\u00e9 pos\u00edl\u00e1te, nap\u0159\u00edklad internetovou slu\u017ebu.<\/p>\n<h2>NPS nemus\u00ed b\u00fdt prov\u00e1d\u011bno pouze prost\u0159ednictv\u00edm e-mailu. M\u016f\u017eete tak\u00e9 pou\u017e\u00edt telefonn\u00ed pr\u016fzkumy a SMS.<\/h2>\n<p>Nemus\u00edte m\u00edt v\u0161echny e-mailov\u00e9 adresy pro v\u0161echny z\u00e1kazn\u00edky. V\u017edy je m\u016f\u017eete kontaktovat prost\u0159ednictv\u00edm jin\u00fdch kan\u00e1l\u016f, jako jsou SMS a telefon. Co odli\u0161uje dobrou spole\u010dnost od pr\u016fm\u011brn\u00e9, je to, \u017ee poskytuje p\u0159\u00edle\u017eitost v\u0161em z\u00e1kazn\u00edk\u016fm, aby odpov\u011bd\u011bli na sv\u016fj pr\u016fzkum NPS. Pokud se prodej prov\u00e1d\u00ed telefonicky a v\u011bt\u0161ina lid\u00ed m\u00e1 mobiln\u00ed telefon, pak m\u016f\u017eete dotazn\u00edky pos\u00edlat t\u00edmto zp\u016fsobem, pokud e-mailov\u00e9 adresy nejsou obsa\u017eeny v n\u00e1kupn\u00edch datech, kter\u00e9 v\u011bt\u0161ina lid\u00ed obvykle uv\u00e1d\u00ed.<\/p>\n<h2>Pokud nem\u00e1te \u010das na pr\u016fzkumy, pou\u017eijte spole\u010dnost, kter\u00e1 m\u00e1 s nimi zku\u0161enosti.<\/h2>\n<p>Spr\u00e1vn\u011b proveden\u00e9 m\u011b\u0159en\u00ed vy\u017eaduje \u010das. Pr\u016fm\u011brn\u00e9mu u\u017eivateli m\u016f\u017ee vytvo\u0159en\u00ed pr\u016fzkumu NPS trvat a\u017e t\u00fdden. Pokud nech\u00e1te cel\u00fd projekt na extern\u00ed firm\u011b se zku\u0161enostmi, jako jsme my v Examinare, mus\u00edte se soust\u0159edit pouze na z\u00edsk\u00e1n\u00ed spr\u00e1vn\u00fdch dat prost\u0159ednictv\u00edm va\u0161ich IT syst\u00e9m\u016f. Pokud se jedn\u00e1 o dokumentovan\u00fd syst\u00e9m (jako Prestashop, Magento a dal\u0161\u00ed), m\u016f\u017eeme exportovat i data na pozad\u00ed. Kdy\u017e pou\u017eijete Examinare, dostanete detailn\u00ed report s velmi u\u017eite\u010dn\u00fdmi informacemi o va\u0161ich z\u00e1kazn\u00edc\u00edch. Je tak\u00e9 mo\u017en\u00e9 m\u00edt nep\u0159etr\u017eit\u00fd servis v podob\u011b pravideln\u00fdch m\u011b\u0159en\u00ed NPS.<\/p>\n<p><span>Kontaktujte n\u00e1s na Examinare a z\u00edskejte nab\u00eddku na pr\u016fzkum NPS je\u0161t\u011b dnes.<\/span><\/p>\n<div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>V Examinare vytv\u00e1\u0159\u00edme pro z\u00e1kazn\u00edky pr\u016fzkumy Net Promoter Score, kter\u00e9 m\u011b\u0159\u00ed zku\u0161enosti z\u00e1kazn\u00edk\u016f a identifikuj\u00ed probl\u00e9my. NPS je kr\u00e1tk\u00fd pr\u016fzkum, kter\u00fd je\u2026<\/p>\n","protected":false},"author":0,"featured_media":10929,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-24238","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-okategoriserade"],"acf":[],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"https:\/\/examinare.ecommerce.theonlykroon.com\/wp-content\/uploads\/sites\/5\/2026\/10\/news-1286.webp","_links":{"self":[{"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/posts\/24238","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/comments?post=24238"}],"version-history":[{"count":1,"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/posts\/24238\/revisions"}],"predecessor-version":[{"id":24239,"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/posts\/24238\/revisions\/24239"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/media\/10929"}],"wp:attachment":[{"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/media?parent=24238"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/categories?post=24238"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/examinare.ecommerce.theonlykroon.com\/cs\/wp-json\/wp\/v2\/tags?post=24238"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}