{"id":798715,"date":"2019-07-26T06:35:31","date_gmt":"2019-07-26T06:35:31","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/%d8%af%d9%84%d9%8a%d9%84-%d9%83%d8%a7%d9%85%d9%84-%d9%84%d9%81%d9%87%d9%85-%d9%85%d9%84%d8%a7%d8%ad%d8%b8%d8%a7%d8%aa-voc\/"},"modified":"2019-07-26T06:35:31","modified_gmt":"2019-07-26T06:35:31","slug":"%d8%af%d9%84%d9%8a%d9%84-%d9%83%d8%a7%d9%85%d9%84-%d9%84%d9%81%d9%87%d9%85-%d9%85%d9%84%d8%a7%d8%ad%d8%b8%d8%a7%d8%aa-voc","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/ar\/%d8%af%d9%84%d9%8a%d9%84-%d9%83%d8%a7%d9%85%d9%84-%d9%84%d9%81%d9%87%d9%85-%d9%85%d9%84%d8%a7%d8%ad%d8%b8%d8%a7%d8%aa-voc\/","title":{"rendered":"\u062f\u0644\u064a\u0644 \u0643\u0627\u0645\u0644 \u0644\u0641\u0647\u0645 \u0645\u0644\u0627\u062d\u0638\u0627\u062a VoC"},"content":{"rendered":"<h2><b>\u0635\u0648\u062a \u0627\u0644\u0632\u0628\u0648\u0646&nbsp;<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">\u0627\u0644\u0631\u0626\u064a\u0633 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400;\">&nbsp;<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">\u0628\u0633\u0628\u0628 \u0645\u0644\u0627\u062d\u0638\u0627\u062a VoC \u060c \u062a\u0641\u0647\u0645 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u062a\u0648\u0642\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0627 \u064a\u062d\u062a\u0627\u062c\u0648\u0646 \u0625\u0644\u064a\u0647 \u0648\u0645\u0627 \u0647\u064a \u062a\u0648\u0642\u0639\u0627\u062a\u0647\u0645 \u0645\u0646 \u0645\u0646\u062a\u062c\u0643 \u0623\u0648 \u062e\u062f\u0645\u0627\u062a\u0643. \u0628\u0645\u062c\u0631\u062f \u0623\u0646 \u062a\u062d\u0635\u0644 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0639\u0644\u0649 \u0641\u0631\u0635\u0629 \u0644\u0625\u0644\u0642\u0627\u0621 \u0646\u0638\u0631\u0629 \u062e\u0627\u0637\u0641\u0629 \u0639\u0644\u0649 \u0639\u0642\u0648\u0644 \u0639\u0645\u0644\u0627\u0626\u0647\u0627 \u060c \u064a\u0635\u0628\u062d \u0645\u0646 \u0627\u0644\u0623\u0633\u0647\u0644 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\u0623\u0633\u0647\u0644\u061f \u0625\u0644\u062e.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0641\u064a\u0645\u0627 \u064a\u0644\u064a \u0623\u0647\u0645 \u062e\u0645\u0633\u0629 \u0623\u0633\u0628\u0627\u0628 \u0642\u062f \u062a\u062c\u0639\u0644\u0643 \u062a\u0631\u063a\u0628 \u0641\u064a \u062a\u0636\u0645\u064a\u0646 \u0628\u0631\u0646\u0627\u0645\u062c \u0645\u0644\u0627\u062d\u0638\u0627\u062a VoC&nbsp;<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0644\u062a\u062d\u062f\u064a\u062f \u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0648\u0622\u0631\u0627\u0621 \u0648\u062a\u0648\u0642\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0641\u0647\u0645 \u0648\u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0627\u0644\u062d\u0627\u0633\u0645\u0629 \u0627\u0644\u0645\u062a\u0639\u0644\u0642\u0629 \u0628\u0627\u0644\u0645\u0646\u062a\u062c \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062a\u064a \u062a\u0624\u062b\u0631 \u0639\u0644\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0648\u0636\u0639 \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u062a \u0648\u0648\u0636\u0639 \u0627\u0644\u0644\u0645\u0633\u0627\u062a \u0627\u0644\u0623\u062e\u064a\u0631\u0629 \u0639\u0644\u0649 \u0646\u0647\u062c \u0644\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u062a\u062d\u062f\u064a\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062a\u0632\u0648\u064a\u062f\u0647\u0645 \u0628\u062a\u062c\u0631\u0628\u0629 \u0623\u0641\u0636\u0644 \u0644\u0644\u0639\u0645\u0644\u0627\u0621.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0644\u062c\u0645\u0639 \u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0639\u0648\u0627\u0637\u0641\u0647\u0645 \u0627\u0644\u0623\u0648\u0644\u064a\u0629 \u060c \u0648\u0645\u062e\u0627\u0648\u0641 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u060c \u0648\u0641\u0647\u0645 \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u0643\u0627\u0645\u0646\u0629 \u0648\u0631\u0627\u0621 \u0641\u0631\u0635 \u0627\u0644\u0645\u0628\u064a\u0639\u0627\u062a \u0627\u0644\u0636\u0627\u0626\u0639\u0629 \u060c \u0648\u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u062d\u0633\u0627\u0628\u0627\u062a \u0627\u0644\u0645\u062a\u0642\u0644\u0628\u0629 \u060c \u0648\u062a\u0642\u062f\u064a\u0631 \u0642\u0635\u0635 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0644\u0642\u064a\u0627\u0633 \u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS) \u0623\u0648 \u062a\u0635\u0646\u064a\u0641 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)&nbsp;<\/span><\/li>\n<\/ul>\n<h3><b>\u0645\u0644\u0627\u062d\u0638\u0627\u062a VoC: \u0643\u064a\u0641 \u062a\u0642\u0648\u062f \u0627\u0644\u062a\u063a\u064a\u064a\u0631&nbsp;<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">\u0644\u0642\u062f \u0639\u0631\u0641\u062a \u0627\u0644\u0622\u0646 \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0635\u0648\u062a \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0644\u0642\u062f \u062c\u0645\u0639\u062a \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0630\u0627\u062a \u0627\u0644\u0635\u0644\u0629 \u0623\u064a\u0636\u0627 \u060c \u0648\u0627\u0644\u0622\u0646 \u0627\u0644\u0633\u0624\u0627\u0644 \u0647\u0648 &#8211; \u0645\u0627\u0630\u0627 \u062a\u0641\u0639\u0644 \u0628\u0647\u0627\u061f \u0639\u062f\u062f \u0642\u0644\u064a\u0644 \u062c\u062f\u0627 \u0645\u0646 \u0627\u0644\u0645\u0646\u0638\u0645\u0627\u062a \u062a\u0639\u0645\u0644 \u0639\u0644\u0649 \u0627\u0644\u0631\u0624\u0649 \u0627\u0644\u062a\u064a \u062a\u0645 \u062c\u0645\u0639\u0647\u0627 \u060c \u0648\u0630\u0644\u0643 \u0644\u0623\u0646\u0647\u0627 \u062a\u0641\u062a\u0642\u0631 \u0625\u0644\u0649 \u0627\u0644\u0645\u0644\u0643\u064a\u0629 \u0648\u0627\u0644\u0645\u0633\u0627\u0621\u0644\u0629 \u0644\u0644\u0639\u0645\u0644 \u0639\u0644\u0649 \u0627\u0644\u0631\u0624\u0649 \u0627\u0644\u0648\u0627\u0631\u062f\u0629. \u0644\u0630\u0644\u0643 \u0645\u0646 \u0627\u0644\u0636\u0631\u0648\u0631\u064a \u062a\u0639\u064a\u064a\u0646 \u0627\u0644\u0623\u062f\u0648\u0627\u0631 \u0648\u0627\u0644\u0645\u0633\u0624\u0648\u0644\u064a\u0627\u062a \u0648\u0625\u0634\u0631\u0627\u0643 \u0645\u0648\u0638\u0641\u064a\u0643 \u0641\u064a \u0627\u0644\u0639\u0645\u0644\u064a\u0629 \u0644\u062a\u062d\u0642\u064a\u0642 \u0623\u0642\u0635\u0649 \u0627\u0633\u062a\u0641\u0627\u062f\u0629 \u0645\u0646 \u0628\u064a\u0627\u0646\u0627\u062a \u0645\u0644\u0627\u062d\u0638\u0627\u062a VoC.&nbsp;<\/span><\/p>\n<p><b>\u0641\u0635\u0644 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a:<\/b><span style=\"font-weight: 400;\"> \u062d\u062f\u062f \u0628\u0631\u0646\u0627\u0645\u062c \u0627\u0633\u062a\u0637\u0644\u0627\u0639 \u0645\u0646\u0627\u0633\u0628 \u0639\u0628\u0631 \u0627\u0644\u0625\u0646\u062a\u0631\u0646\u062a \u064a\u0642\u062f\u0645 \u0645\u064a\u0632\u0627\u062a \u0648\u0648\u0638\u0627\u0626\u0641 \u0643\u0627\u0641\u064a\u0629 \u0644\u0625\u0646\u0634\u0627\u0621 \u0648\u062a\u0648\u0632\u064a\u0639 <\/span> \u0648\u062a\u062d\u0644\u064a\u0644 <a href=\"https:\/\/www.questionpro.com\/voice-of-customer.html\"><span style=\"font-weight: 400;\">\u0627\u0633\u062a\u0637\u0644\u0627\u0639 \u0635\u0648\u062a \u0622\u0631\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/span><\/p>\n<p><\/a><span style=\"font-weight: 400;\">. \u0628\u0627\u0644\u0625\u0636\u0627\u0641\u0629 \u0625\u0644\u0649 \u0630\u0644\u0643 \u060c \u062a\u0623\u0643\u062f \u0645\u0646 \u062a\u0643\u0627\u0645\u0644 \u0627\u0644\u0646\u0638\u0627\u0645 \u0627\u0644\u0623\u0633\u0627\u0633\u064a \u0645\u0639 CRM \u0648\u0623\u0646\u0638\u0645\u0629 \u0627\u0644\u0623\u0639\u0645\u0627\u0644 \u0627\u0644\u0623\u062e\u0631\u0649 \u0628\u062d\u064a\u062b \u064a\u0645\u0643\u0646\u0647 \u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0648\u0635\u0641\u064a\u0629 \u0644\u0644\u0639\u0645\u064a\u0644 \u0645\u062b\u0644 \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0648\u0646\u0648\u0639 \u0627\u0644\u062d\u0633\u0627\u0628 \u0648\u0627\u0644\u0645\u0648\u0642\u0639 \u0648\u0625\u0635\u062f\u0627\u0631 \u0627\u0644\u0645\u0646\u062a\u062c \u0648\u0645\u0627 \u0625\u0644\u0649 \u0630\u0644\u0643.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0627\u0633\u062a\u062e\u062f\u0645 \u0623\u062f\u0648\u0627\u062a \u0627\u0644\u062a\u062d\u0644\u064a\u0644 \u0644\u062a\u062d\u062f\u064a\u062f \u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u0644\u062f\u064a\u0647\u0645 \u0645\u0634\u0643\u0644\u0627\u062a \u0645\u0645\u0627\u062b\u0644\u0629 \u0648\u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u064a\u0642\u062f\u0645\u0648\u0646 \u0622\u0631\u0627\u0621 \u062a\u062a\u0639\u0644\u0642 \u0628\u0645\u064a\u0632\u0629 \u0623\u0648 \u0648\u0638\u064a\u0641\u0629 \u0645\u0639\u064a\u0646\u0629 \u0644\u0644\u0645\u0646\u062a\u062c. \u064a\u0633\u0627\u0639\u062f \u062c\u0645\u0639 \u0643\u0644 \u0645\u0627 \u062a\u0645 \u062c\u0645\u0639\u0647 \u0641\u064a \u0645\u0643\u0627\u0646 \u0648\u0627\u062d\u062f \u0648\u0641\u0635\u0644\u0647 \u0648\u0641\u0642\u0627 \u0644\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u064a\u0648\u0627\u062c\u0647\u0647\u0627 \u0627\u0644\u0643\u062b\u064a\u0631 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062e\u062a\u0644\u0641\u064a\u0646 \u0641\u064a \u062a\u0628\u0633\u064a\u0637 \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u062a\u0642\u062f\u0645 \u0627\u0644\u0645\u062d\u0631\u0632 \u0641\u064a \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u0645\u062a\u062e\u0630\u0629.&nbsp;<\/span><\/p>\n<p><b>\u062a\u0639\u064a\u064a\u0646 \u0627\u0644\u0645\u0644\u0643\u064a\u0629:<\/b><span style=\"font-weight: 400;\">  \u0628\u0645\u062c\u0631\u062f \u0648\u0636\u0639 \u0643\u0644 \u0634\u064a\u0621 \u0641\u064a \u0645\u0643\u0627\u0646\u0647 \u0627\u0644\u0635\u062d\u064a\u062d \u060c \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u062a\u0639\u064a\u064a\u0646 \u0641\u0631\u0642 \u0644\u0645\u0639\u0627\u0644\u062c\u0629 \u0643\u0644 \u0646\u0648\u0639 \u0645\u0646 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u064a\u062b\u064a\u0631\u0647\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u062a\u0623\u0643\u062f \u0645\u0646 \u0623\u0646 \u0627\u0644\u0641\u0631\u0642 \u0627\u0644\u0645\u0639\u064a\u0646\u0629 \u062a\u062a\u062d\u0645\u0644 \u0627\u0644\u0645\u0633\u0624\u0648\u0644\u064a\u0629 \u0648\u0627\u0644\u0645\u0644\u0643\u064a\u0629 \u0644\u0644\u0639\u0645\u0644 \u0639\u0644\u0649 \u0627\u0644\u0628\u0635\u064a\u0631\u0629 \u0644\u062a\u062d\u0633\u064a\u0646 \u062a\u0644\u0643 \u0627\u0644\u062c\u0648\u0627\u0646\u0628 \u0645\u0646 \u0627\u0644\u0645\u0646\u062a\u062c \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629. \u0627\u0645\u0646\u062d \u0643\u0644 \u0641\u0631\u064a\u0642 \u062d\u0642 \u0627\u0644\u0648\u0635\u0648\u0644 \u0644\u0642\u064a\u0627\u0633 \u0648\u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0635\u0648\u062a \u0627\u0644\u0648\u0627\u0631\u062f \u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u062d\u062a\u0627\u062c \u0628\u0635\u0641\u062a\u0643 \u0645\u0627\u0644\u0643\u0627 \u0644\u0644\u0628\u0631\u0646\u0627\u0645\u062c \u0625\u0644\u0649 \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u062a\u0642\u062f\u0645 \u0627\u0644\u0645\u062d\u0631\u0632 \u0641\u064a \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u0645\u062a\u062e\u0630\u0629 \u0648\u0625\u0631\u0633\u0627\u0644 \u0627\u0633\u062a\u0628\u064a\u0627\u0646 \u0645\u062a\u0627\u0628\u0639\u0629 \u0625\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u062a\u062d\u0633\u0646 \u0641\u064a \u062f\u0631\u062c\u0629 NPS. \u0645\u0646 \u0627\u0644\u0623\u0641\u0636\u0644 \u0625\u0630\u0627 \u0642\u0645\u062a \u0628\u0625\u0646\u0634\u0627\u0621 \u0645\u0644\u0641  <\/span><a href=\"https:\/\/usqa.questionpro.com\/blog\/strengthen-voice-of-the-customer-program\/\"><br \/>\n  <span style=\"font-weight: 400;\">\u0628\u0631\u0646\u0627\u0645\u062c \u0645\u0644\u0627\u062d\u0638\u0627\u062a VoC<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> \u062c\u0632\u0621 \u0645\u0646 \u062b\u0642\u0627\u0641\u062a\u0643 \u0641\u064a \u0627\u0644\u0645\u0646\u0638\u0645\u0629.&nbsp;<\/span><\/p>\n<p><b>\u0627\u062a\u062e\u0630 \u0625\u062c\u0631\u0627\u0621:<\/b><span style=\"font-weight: 400;\">  \u064a\u0639\u062f \u0627\u062a\u062e\u0627\u0630 \u0625\u062c\u0631\u0627\u0621 \u0628\u0634\u0623\u0646 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0627\u0644\u062e\u0637\u0648\u0629 \u0627\u0644\u0623\u0643\u062b\u0631 \u0623\u0647\u0645\u064a\u0629 \u0641\u064a \u0628\u0631\u0646\u0627\u0645\u062c VoC \u0627\u0644\u0646\u0627\u062c\u062d. \u0625\u0630\u0627 \u0641\u0634\u0644\u062a \u0641\u064a \u0627\u062a\u062e\u0627\u0630 \u0623\u064a \u0646\u0648\u0639 \u0645\u0646 \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u060c \u0641\u0645\u0646 \u0627\u0644\u0648\u0627\u0636\u062d \u0623\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0633\u064a\u0634\u0639\u0631\u0648\u0646 \u0623\u0646 \u0635\u0648\u062a\u0647\u0645 \u063a\u064a\u0631 \u0645\u0633\u0645\u0648\u0639 \u0648\u0645\u0646 \u0627\u0644\u0645\u0631\u0629 \u0627\u0644\u0642\u0627\u062f\u0645\u0629 \u0641\u0635\u0627\u0639\u062f\u0627 \u0644\u0646 \u064a\u0643\u0644\u0641\u0648\u0627 \u0623\u0646\u0641\u0633\u0647\u0645 \u0639\u0646\u0627\u0621 \u0645\u0634\u0627\u0631\u0643\u0629 \u0635\u0648\u062a\u0647\u0645. \u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0623\u0646\u0648\u0627\u0639 \u0645\u062e\u062a\u0644\u0641\u0629 \u0645\u0646 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u060c \u0647\u0646\u0627\u0643 \u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u062e\u062a\u0644\u0641\u0629 \u0645\u0646 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