{"id":799827,"date":"2021-01-04T01:22:13","date_gmt":"2021-01-04T01:22:13","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/%e9%a1%a7%e5%ae%a2%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%82%92%e6%b8%ac%e3%82%8b%e6%8c%87%e6%a8%99\/"},"modified":"2021-01-04T01:22:13","modified_gmt":"2021-01-04T01:22:13","slug":"%e9%a1%a7%e5%ae%a2%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%82%92%e6%b8%ac%e3%82%8b%e6%8c%87%e6%a8%99","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/ja\/%e9%a1%a7%e5%ae%a2%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%82%92%e6%b8%ac%e3%82%8b%e6%8c%87%e6%a8%99\/","title":{"rendered":"\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u6307\u6a19\uff1a\u6e2c\u5b9a\u3059\u3079\u304d7\u3064\u306e\u30d9\u30b9\u30c8\u6307\u6a19"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">2021\u5e74\u3092\u901a\u3057\u3066\u3001\u7d20\u6674\u3089\u3057\u3044\u9867\u5ba2\u4f53\u9a13\u306b\u5bfe\u3059\u308b\u671f\u5f85\u306f\u5fc5\u305a\u3057\u3082\u540c\u3058\u57fa\u6e96\u306b\u9054\u3057\u3066\u3044\u306a\u304b\u3063\u305f\u3002  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u4e16\u754c\u306f\u3001\u4f01\u696d\u304c\u591a\u304f\u306e\u672a\u77e5\u306e\u4e16\u754c\u3092\u65c5\u3059\u308b\u4e2d\u3067\u3001\u3082\u3046\u5c11\u3057\u512a\u3057\u3055\u3068\u5bdb\u5bb9\u3055\u3092\u63d0\u4f9b\u3057\u3066\u3044\u305f\u3002 \u3057\u304b\u3057\u30012022\u5e74\u306b\u5165\u308b\u3068\u3001\u4f01\u696d\u306f\u3044\u304f\u3064\u304b\u306e\u7570\u306a\u308b\u8ab2\u984c\u306b\u76f4\u9762\u3059\u308b\u3053\u3068\u306b\u306a\u308b\u3002  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u30d1\u30f3\u30c7\u30df\u30c3\u30af\uff08\u4e16\u754c\u7684\u6d41\u884c\u75c5\uff09\u75b2\u52b4\u3001\u904e\u5ea6\u306b\u75b2\u308c\u305f\u6d88\u8cbb\u8005\u306f\u300c\u666e\u901a\u300d\u306b\u623b\u308b\u6e96\u5099\u304c\u3067\u304d\u3066\u304a\u308a\u3001\u53cb\u4eba\u305f\u3061\u3068\u306e\u6700\u521d\u306e\u5916\u98f2\u307f\u304c\u3069\u306e\u3088\u3046\u306a\u3082\u306e\u3067\u3001\u3069\u306e\u3088\u3046\u306b\u611f\u3058\u3089\u308c\u308b\u304b\u3068\u3044\u3046\u30d3\u30b8\u30e7\u30f3\u3092\u7a7a\u60f3\u3057\u3066\u3044\u308b\u3002  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3053\u308c\u3089\u306e\u5922\u306f\u3001<a href=\"https:\/\/usqa.questionpro.com\/blog\/importance-and-benefits-of-customer-satisfaction\/\">\u9867\u5ba2\u6e80\u8db3\u306b\u5bfe\u3059\u308b<\/a>\u6b21\u306e\u5927\u304d\u306a\u6311\u6226\u3068\u306a\u308b\u3060\u308d\u3046\u3002 \u305d\u306e\u305f\u3081\u306b\u306f\u3001\u5e38\u306b\u53f3\u80a9\u4e0a\u304c\u308a\u3092\u7dad\u6301\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u306a\u306e\u3060\u3002  <\/span><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT<\/a>\uff09\u306e\u6307\u6a19\u3067\u6210\u529f\u3092\u5224\u65ad\u3059\u308b\u3002  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">CSAT\u306e\u6e2c\u5b9a\u306f\u4eca\u3084\u6a19\u6e96\u3067\u3042\u308a\u3001\u4f01\u696d\u306f<a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener\"> \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e<\/a>\u5404\u6bb5\u968e\u3067\u306e\u4f53\u9a13\u3092\u6539\u5584\u3059\u308b\u52aa\u529b\u3092\u7d9a\u3051\u3066\u3044\u308b\u3002<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">\u5fd8\u308c\u305a\u306b <\/span><b>\u7121\u6599\u306e\u96fb\u5b50\u66f8\u7c4d\u3092\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u3059\u308b\uff1a\u30cf\u30c3\u30ab\u30fc\u306e\u305f\u3081\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30ac\u30a4\u30c9\u3001 <\/b><span style=\"font-weight: 400;\">\u3053\u306e\u30ac\u30a4\u30c9\u306e\u6700\u5f8c\u306b\u3042\u308a\u307e\u3059\uff01<\/span><\/p>\n<h2>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u6307\u6a19\u3068\u306f\uff1f<\/h2>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19\u3068\u306f\u3001\u4f01\u696d\u304c\u81ea\u793e\u306e\u88fd\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u3001\u307e\u305f\u306f\u5168\u4f53\u7684\u306a\u7d4c\u9a13\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u4f7f\u7528\u3059\u308b\u4e00\u9023\u306e\u6e2c\u5b9a\u57fa\u6e96\u3067\u3042\u308b\u3002 \u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u306e\u8a8d\u8b58\u3001\u55dc\u597d\u3001\u884c\u52d5\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u3001\u4f01\u696d\u304c\u63d0\u4f9b\u3059\u308b\u30b5\u30fc\u30d3\u30b9\u3092\u6539\u5584\u3057\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u9ad8\u3081\u308b\u306e\u306b\u5f79\u7acb\u3064\u305f\u3081\u3001\u4e0d\u53ef\u6b20\u3067\u3042\u308b\u3002<\/p>\n<p>\u4f01\u696d\u306f\u3001\u305d\u306e\u76ee\u6a19\u3084\u76ee\u7684\u306b\u5fdc\u3058\u3066\u3001\u69d8\u3005\u306a\u30bf\u30a4\u30d7\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19\u3092\u7528\u3044\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3002 \u6700\u3082\u3088\u304f\u4f7f\u308f\u308c\u308b\u6e80\u8db3\u5ea6\u6307\u6a19\u306b\u306f\u3001\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\uff08NPS\uff09\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30d5\u30a9\u30fc\u30c8\u30fb\u30b9\u30b3\u30a2\uff08CES\uff09\u3001\u89e3\u7d04\u7387\u3001\u9867\u5ba2\u751f\u6daf\u4fa1\u5024\uff08CLV\uff09\u306a\u3069\u304c\u3042\u308b\u3002<\/p>\n<h2><span style=\"font-weight: 400;\">\u9867\u5ba2\u6e80\u8db3\u306b\u4e0d\u53ef\u6b20\u306a7\u3064\u306e\u6307\u6a19<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u5b9f\u65bd\u3059\u308b\u3053\u3068\u306f\u3001<a href=\"https:\/\/usqa.questionpro.com\/blog\/how-to-measure-customer-satisfaction\">\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u308b<\/a>\u826f\u3044\u65b9\u6cd5\u3067\u3042\u308b\u3002 \u3057\u304b\u3057\u3001\u305d\u3046\u7c21\u5358\u306b\u306f\u3044\u304b\u306a\u3044\u3002 \u9867\u5ba2\u306b\u9069\u5207\u306a\u8cea\u554f\u3092\u3059\u308b\u3053\u3068\u304c\u3001\u305d\u308c\u3092\u6e2c\u5b9a\u3059\u308b\u9375\u3067\u3042\u308b\u3002 \u9069\u5207\u306a\u8cea\u554f\u304c\u306a\u3051\u308c\u3070\u3001\u56de\u7b54\u306f\u6b63\u3057\u3044\u30c7\u30fc\u30bf\u3092\u793a\u3055\u306a\u3044\u304b\u3082\u3057\u308c\u306a\u3044\u3002 \u9069\u5207\u306a\u30c7\u30fc\u30bf\u304c\u306a\u3051\u308c\u3070\u3001\u6539\u5584\u70b9\u3092\u7279\u5b9a\u3057\u3001\u305d\u308c\u306b\u5bfe\u51e6\u3059\u308b\u3053\u3068\u306f\u3067\u304d\u306a\u3044\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3053\u3053\u3067\u306f\u3001CSAT\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e7\u3064\u306e\u57fa\u672c\u7684\u306a\u6307\u6a19\u3068\u3001\u305d\u308c\u3089\u306e\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3059\u308b\u65b9\u6cd5\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1.\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2(NPS)<\/span><\/h3>\n<p><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\"><span style=\"font-weight: 400;\">\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/span><\/a><span style=\"font-weight: 400;\"> \u306f\u3001\u30e6\u30fc\u30b6\u30fc\u306b\u3042\u306a\u305f\u306e\u30d6\u30e9\u30f3\u30c9\u3092\u4ef2\u9593\u3084\u604b\u4eba\u306b\u85a6\u3081\u308b\u304b\u3069\u3046\u304b\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u3001\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u6e2c\u5b9a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u3053\u308c\u306f\u3001\u300c\u79c1\u305f\u3061\u306e\u7d44\u7e54\u3067\u306e\u5b8c\u5168\u306a\u7d4c\u9a13\u3092\u8003\u616e\u3059\u308b\u3068\u3001\u79c1\u305f\u3061\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u3042\u306a\u305f\u306e\u5927\u5207\u306a\u4eba\u3084\u540c\u50da\u306b\u85a6\u3081\u308b\u53ef\u80fd\u6027\u306f\u3069\u306e\u7a0b\u5ea6\u3042\u308a\u307e\u3059\u304b\u300d\u3068\u3044\u3046\u8cea\u554f\u306b\u5bfe\u3059\u308b\u56de\u7b54\u304b\u3089\u6e2c\u5b9a\u3055\u308c\u307e\u3059\u3002<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-106274 size-full\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/nps-question-1.png\" alt=\"\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\u30fb\u30af\u30a8\u30b9\u30c1\u30e7\u30f3\" width=\"963\" height=\"195\"><\/p>\n<p><span style=\"font-weight: 400;\">\u56de\u7b54\u306b\u57fa\u3065\u3044\u3066\u3001\u9867\u5ba2\u306e\u30bf\u30a4\u30d7\u3092\u4ee5\u4e0b\u306b\u5206\u985e\u3059\u308b\uff1a<\/span><\/p>\n<ol>\n<li><b>\u30c7\u30a3\u30c6\u30af\u30bf\u30fc<\/b><span style=\"font-weight: 400;\">:0\uff5e6\u306e\u9593\u3067\u3042\u306a\u305f\u3092\u8a55\u4fa1\u3057\u305f\u9867\u5ba2\u304c\u3053\u306e\u30ab\u30c6\u30b4\u30ea\u30fc\u306b\u5165\u308b\u3002 \u5f7c\u3089\u306f\u5fe0\u8aa0\u5fc3\u304c\u306a\u304f\u3001\u3042\u306a\u305f\u306e\u30d6\u30e9\u30f3\u30c9\u306b\u3064\u3044\u3066\u5426\u5b9a\u7684\u306a\u53e3\u30b3\u30df\u306b\u3075\u3051\u308b\u53ef\u80fd\u6027\u304c\u9ad8\u3044\u3002<\/span><\/li>\n<li><b>\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc<\/b><span style=\"font-weight: 400;\">:\u3053\u308c\u3089\u306e\u9867\u5ba2\u306f\u3042\u306a\u305f\u306e\u3053\u3068\u30929\u70b9\u304b10\u70b9\u8a55\u4fa1\u3057\u3066\u304a\u308a\u3001\u6700\u3082\u5fe0\u5b9f\u306a\u9867\u5ba2\u3067\u3042\u308b\u3002 \u5f7c\u3089\u306f\u3042\u306a\u305f\u306e\u30d6\u30e9\u30f3\u30c9\u3092\u53cb\u4eba\u3084\u5bb6\u65cf\u306b\u7a4d\u6975\u7684\u306b\u5ba3\u4f1d\u3059\u308b\u3002<\/span><\/li>\n<li><b>\u30d1\u30c3\u30b7\u30d6<\/b><span style=\"font-weight: 400;\">:\u3042\u306a\u305f\u30927\uff5e8\u306e\u9593\u3067\u8a55\u4fa1\u3057\u305f\u9867\u5ba2\u306f\u3053\u306e\u30ab\u30c6\u30b4\u30ea\u30fc\u306b\u5165\u308b\u3002 \u30d1\u30c3\u30b7\u30d6\u306f\u3053\u306e2\u3064\u306e\u30ab\u30c6\u30b4\u30ea\u30fc\u306e\u4e2d\u9593\u306b\u4f4d\u7f6e\u3059\u308b\u3002 \u5f7c\u3089\u306f\u3042\u306a\u305f\u306e\u30d6\u30e9\u30f3\u30c9\u3092\u9032\u3093\u3067\u4ed6\u4eba\u306b\u85a6\u3081\u308b\u3053\u3068\u306f\u3057\u306a\u3044\u304c\u3001\u81ea\u5206\u306e\u604b\u4eba\u3084\u540c\u50da\u3092\u304c\u3063\u304b\u308a\u3055\u305b\u308b\u3053\u3068\u306f\u306a\u3044\u3060\u308d\u3046\u3002<\/span><\/li>\n<\/ol>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-106150 size-full\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/NPS-formula.jpg\" alt=\"NPS\u8a08\u7b97\" width=\"992\" height=\"594\"><br \/>\n<span style=\"font-weight: 400;\">NPS\u306e\u8a08\u7b97\u65b9\u6cd5\u306f\u3044\u305f\u3063\u3066\u7c21\u5358\u3067\u3001\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u306e\u5272\u5408\u304b\u3089\u30c7\u30a3\u30b9\u30c8\u30e9\u30af\u30bf\u30fc\u306e\u5272\u5408\u3092\u5f15\u304f\u3060\u3051\u3067\u3059\u3002 NPS\u306f\u3001\u9867\u5ba2\u306e\u30d6\u30e9\u30f3\u30c9\u306b\u5bfe\u3059\u308b\u8a8d\u8b58\u3084\u30d6\u30e9\u30f3\u30c9\u306b\u5bfe\u3059\u308b\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306b\u5fdc\u3058\u3066\u3001-100\u304b\u3089100\u306e\u9593\u306b\u4f4e\u4e0b\u3059\u308b\u3002 NPS\u306f\u81ea\u5206\u306e\u7acb\u3061\u4f4d\u7f6e\u3092\u6559\u3048\u3066\u304f\u308c\u308b\u304c\u3001\u30b9\u30b3\u30a2\u306e\u80cc\u666f\u306b\u3042\u308b\u7406\u7531\u3092\u6559\u3048\u3066\u304f\u308c\u308b\u308f\u3051\u3067\u306f\u306a\u3044\u3002 NPS\u306e\u8cea\u554f\u306e\u5f8c\u306b\u8cea\u554f\u3092\u8ffd\u52a0\u3057\u3066\u3001\u9867\u5ba2\u3068\u4e00\u7dd2\u306b\u3055\u3089\u306b\u6398\u308a\u4e0b\u3052\u3066\u3044\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002  <\/span><a href=\"https:\/\/www.questionpro.com\/features\/advanced-net-promoter-score.html\"><span style=\"font-weight: 400;\">\u30a2\u30c9\u30d0\u30f3\u30b9\u30c9\u30fb\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\uff08NPS+\uff09\u306b\u3064\u3044\u3066<\/span><\/a><span style=\"font-weight: 400;\"> \u305d\u306e\u624b\u52a9\u3051\u3092\u3057\u3066\u304f\u308c\u308b\u3002 NPS+\u306e\u7528\u9014\u3068\u5229\u70b9\u306b\u3064\u3044\u3066\u306f\u3001\u5f53\u793e\u306e\u8a18\u4e8b\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">2.\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6e80\u8db3\u5ea6\uff08CSS\uff09<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">CSS\u306f\u3001\u8cfc\u5165\u5f8c\u306e\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u3002 CSS\u306f\u3001\u9867\u5ba2\u304c\u3042\u306a\u305f\u306e\u30d3\u30b8\u30cd\u30b9\u306b\u63a5\u3059\u308b\u305f\u3073\u306b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u6c42\u3081\u308b\u3053\u3068\u3067\u6e2c\u5b9a\u3067\u304d\u308b\u3002 \u30d5\u30a9\u30fc\u30e0\u3001\u30dd\u30c3\u30d7\u30a2\u30c3\u30d7\u3001\u30e9\u30a4\u30d6\u30c1\u30e3\u30c3\u30c8\u3001\u307e\u305f\u306f\u30aa\u30f3\u30e9\u30a4\u30f3\u8abf\u67fb\u306b\u3088\u3063\u3066\u3053\u308c\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u3053\u306e\u3088\u3046\u306a\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u306f\u3001\u6a19\u6e96\u7684\u306a\u8a55\u4fa1\u5c3a\u5ea6\u3068\u3044\u304f\u3064\u304b\u306e\u8cea\u554f\u3092\u7528\u610f\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u6a19\u6e96\u3092\u4fdd\u3064\u3053\u3068\u3067\u3001\u9577\u671f\u7684\u306a\u50be\u5411\u3084\u30d1\u30bf\u30fc\u30f3\u3092\u898b\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3002 \u3053\u308c\u306b\u3088\u308a\u3001\u6539\u5584\u70b9\u3092\u7279\u5b9a\u3057\u3001\u5f37\u5316\u306e\u512a\u5148\u9806\u4f4d\u3092\u3064\u3051\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3002 \u4e00\u65b9  <\/span><a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-service\/\"><br \/>\n  <span style=\"font-weight: 400;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\">\u6e80\u8db3\u5ea6\u306f\u5065\u5168\u306a\u30a4\u30e1\u30fc\u30b8\u3092\u4e0e\u3048\u308b\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u304c\u3001\u6700\u3082\u3088\u304f\u805e\u304b\u308c\u308b\u8cea\u554f\u3084\u61f8\u5ff5\u3092\u898b\u3064\u3051\u308b\u306e\u306b\u5f79\u7acb\u3064\u3053\u3068\u306f\u78ba\u304b\u3067\u3059\u3002 <\/span> <\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-107519 size-full\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/Customer-service-satisfaction.png\" alt=\"\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6e80\u8db3\u5ea6\u30a2\u30f3\u30b1\u30fc\u30c8\" width=\"827\" height=\"927\"><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">\u30bd\u30fc\u30b9Webbiquity<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">3.\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30d5\u30a9\u30fc\u30c8\u30fb\u30b9\u30b3\u30a2\uff08CES\uff09<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u4e2d\u306b\u306f\u3001\u64cd\u4f5c\u304c\u8907\u96d1\u3067\u9867\u5ba2\u306e\u591a\u5927\u306a\u52b4\u529b\u3092\u5fc5\u8981\u3068\u3059\u308b\u3082\u306e\u3082\u3042\u308b\u3002  <\/span><a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-effort-score\/\"><span style=\"font-weight: 400;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\uff08CES\uff09<\/span><\/a><span style=\"font-weight: 400;\"> \u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u4f7f\u3044\u3084\u3059\u3055\u3092\u5224\u65ad\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u3002 CES\u306e\u8abf\u67fb\u306f\u3001\u52b4\u529b\u3092\u6e1b\u3089\u3057\u3001\u5fe0\u8aa0\u5fc3\u3092\u9ad8\u3081\u308b\u3053\u3068\u3092\u76ee\u7684\u3068\u3057\u3066\u3044\u308b\u3002 \u7814\u7a76\u3092\u901a\u3058\u3066\u4f55\u3092\u9054\u6210\u3057\u305f\u3044\u304b\u306b\u3088\u3063\u3066\u3001<a href=\"https:\/\/usqa.questionpro.com\/blog\/follow-up-questions\/\">\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306e\u8cea\u554f\u304c<\/a>\u3042\u308b\u304b\u3082\u3057\u308c\u306a\u3044\u3002  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u3084\u88fd\u54c1\u3092\u5229\u7528\u3059\u308b\u306e\u306b\u5fc5\u8981\u306a\u52b4\u529b\u304c\u5897\u3048\u308b\u306b\u3064\u308c\u3066\u4f4e\u4e0b\u3059\u308b\u3002 \u3067\u304d\u308b\u3060\u3051\u697d\u306b\u4f7f\u3048\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u3060\u3002 \u8863\u6599\u54c1\u5c0f\u58f2\u5e97\u3092\u4f8b\u306b\u8003\u3048\u3066\u307f\u3088\u3046\u3002 \u3082\u3057\u5f7c\u3089\u304c\u5e38\u306b\u5f93\u696d\u54e1\u306e\u52a9\u3051\u3092\u6c42\u3081\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u3068\u3057\u305f\u3089\u3001CES\u306b\u3068\u3063\u3066\u6700\u60aa\u3060\u3002 \u5f7c\u3089\u306f\u4e8c\u5ea6\u3068\u3042\u306a\u305f\u306e\u5e97\u306b\u623b\u3063\u3066\u3053\u306a\u3044\u304b\u3082\u3057\u308c\u306a\u3044\u3002 \u9867\u5ba2\u306b\u6c17\u3092\u914d\u308a\u3001\u7a4d\u6975\u7684\u306b\u652f\u63f4\u3057\u3001\u5f7c\u3089\u306e\u30cb\u30fc\u30ba\u3084\u8981\u6c42\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u304c\u52a9\u3051\u306b\u306a\u308b\u3060\u308d\u3046\u3002<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-53334 size-full\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2018\/01\/Customer_Effort_Score_Example.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30d5\u30a9\u30fc\u30c8\u30fb\u30b9\u30b3\u30a2\u8a08\u7b97\u5f0f\" width=\"850\" height=\"322\"><\/p>\n<h3><span style=\"font-weight: 400;\">4.\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u6e80\u8db3\u5ea6<\/span><span style=\"font-weight: 400;\"> \u306f\u3001\u9867\u5ba2\u304c\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3092\u77e5\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3002 \u3053\u308c\u306f\u3001<a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-satisfaction-rating\/\">\u9867\u5ba2\u6e80\u8db3\u5ea6\u8a55\u4fa1<\/a>\u5c3a\u5ea6\u306e\u8cea\u554f\u3092\u4f7f\u3063\u3066\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u3082\u306e\u3067\u3001\u8abf\u67fb\u5bfe\u8c61\u8005\u306b\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u6e80\u8db3\u5ea6\u3092\u8a55\u4fa1\u3057\u3066\u3082\u3089\u3046\u3002 \u8a55\u4fa1\u30b9\u30b1\u30fc\u30eb\u306f\u30011\uff5e10\u30011\uff5e7\u30011\uff5e5\u306e\u3044\u305a\u308c\u304b\u3002 CSAT\u306f\u3001\u6e80\u8db3\u3057\u3066\u3044\u308b\u9867\u5ba2\u6570\u3092\u7dcf\u9867\u5ba2\u6570\u3067\u5272\u3063\u3066\u7b97\u51fa\u3055\u308c\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u30dd\u30a4\u30f3\u30c8\u30fb\u30aa\u30d6\u30fb\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3067\u5b9f\u65bd\u3055\u308c\u308b<a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\">\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u306f<\/a>\u3001\u304b\u306a\u308a\u4fe1\u983c\u3067\u304d\u308b\u6b63\u78ba\u306a\u30c7\u30fc\u30bf\u3092\u63d0\u4f9b\u3057\u3066\u304f\u308c\u308b\u3002 \u56de\u7b54\u306f\u672c\u7269\u3067\u3001\u7387\u76f4\u3067\u3001\u56de\u7b54\u7387\u3082\u826f\u3044\u3002  <\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-60616 size-full\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2018\/08\/Img-8.png\" alt=\"CSAT\u8a08\u7b97\u5f0f\" width=\"779\" height=\"351\"><\/p>\n<h3><span style=\"font-weight: 400;\">5.\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30d8\u30eb\u30b9\u30fb\u30b9\u30b3\u30a2\uff08CHS\uff09<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u306e\u5065\u5eb7\u72b6\u614b\u306f\u3001\u9867\u5ba2\u304c\u9577\u671f\u306b\u308f\u305f\u3063\u3066\u8cb4\u793e\u306b\u7559\u307e\u308b\u304b\u3001\u305d\u308c\u3068\u3082\u96e2\u53cd\u3059\u308b\u304b\u3092\u77e5\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3002 \u3053\u306e\u30b9\u30b3\u30a2\u306f\u3001\u4ed6\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19\u3068\u306f\u7570\u306a\u308a\u3001\u4e00\u5b9a\u671f\u9593\u306b\u304a\u3051\u308b\u884c\u52d5\u30d1\u30bf\u30fc\u30f3\u3092\u7279\u5b9a\u3059\u308b\u3082\u306e\u3067\u3042\u308b\u3002 \u306a\u3069\u306b\u3088\u3063\u3066\u6c7a\u307e\u308b\uff1a<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u88fd\u54c1\u4f7f\u7528\u671f\u9593<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u88fd\u54c1\u30bf\u30a4\u30d7\uff08\u30e9\u30a4\u30bb\u30f3\u30b9\u30ec\u30d9\u30eb &#8211; \u7121\u6599\u307e\u305f\u306f\u6709\u6599\uff09<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u3068\u306e\u4ea4\u6d41\u56de\u6570<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u3042\u306a\u305f\u306e\u30d6\u30e9\u30f3\u30c9\u3067\u4f7f\u308f\u308c\u305f\u304a\u91d1<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u30a2\u30f3\u30b1\u30fc\u30c8\u3078\u306e\u56de\u7b54\u610f\u6b32<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u3053\u308c\u3089\u306f\u4e3b\u8981\u306a\u30d1\u30e9\u30e1\u30fc\u30bf\u306e\u4e00\u90e8\u3067\u3042\u308a\u3001\u7d44\u7e54\u3084\u30dd\u30a4\u30f3\u30c8\u3001\u91cd\u8981\u5ea6\u306b\u3088\u3063\u3066\u7570\u306a\u308b\u5834\u5408\u304c\u3042\u308b\u3002 \u91cd\u8981\u306a\u306e\u306f\u3001\u3053\u308c\u3089\u306e\u8981\u56e0\u3092\u4f7f\u3063\u3066\u9867\u5ba2\u3092\u5f31\u8005\u3001\u5065\u5eb7\u306a\u9867\u5ba2\u3001\u30ea\u30b9\u30af\u306e\u3042\u308b\u9867\u5ba2\u306b\u5206\u985e\u3059\u308b\u3053\u3068\u3060\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">6.\u9867\u5ba2\u89e3\u7d04\u7387\uff08CCR\uff09<\/span><\/h3>\n<p><a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-churn\/\"><span style=\"font-weight: 400;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30c1\u30e3\u30fc\u30f3<\/span><\/a><span style=\"font-weight: 400;\"> \u7387\uff08CCR\uff09\u306f\u3001\u3042\u308b\u671f\u9593\u306b\u7d44\u7e54\u304c\u5931\u3063\u305f\u9867\u5ba2\u306e\u30d1\u30fc\u30bb\u30f3\u30c6\u30fc\u30b8\u3092\u793a\u3059\u3002 \u65e2\u5b58\u9867\u5ba2\u3092\u7dad\u6301\u3059\u308b\u3053\u3068\u306f\u6975\u3081\u3066\u91cd\u8981\u3067\u3042\u308a\u3001\u65b0\u898f\u9867\u5ba2\u3092\u7372\u5f97\u3059\u308b\u305f\u3081\u306b\u306f7\u500d\u3082\u306e\u30b3\u30b9\u30c8\u304c\u304b\u304b\u308b\u53ef\u80fd\u6027\u304c\u3042\u308b\u304b\u3089\u3060\u3002 CCR\u3092\u30e2\u30cb\u30bf\u30ea\u30f3\u30b0\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u53ef\u80fd\u6027\u306e\u3042\u308b\u50be\u5411\u3092\u767a\u898b\u3057\u3001\u89e3\u7d04\u3092\u6291\u5236\u3059\u308b\u305f\u3081\u306e\u52b9\u679c\u7684\u306a\u5bfe\u7b56\u3092\u8b1b\u3058\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u89e3\u7d04\u7387\u306e\u8a08\u7b97\u306f\u7c21\u5358\u3067\u3001\u307e\u305a\u8a08\u7b97\u671f\u9593\uff08\u4f8b\u3048\u30701\u5e74\u9593\uff09\u3092\u5b9a\u7fa9\u3057\u307e\u3059\u3002 \u5e74\u521d\u306e\u9867\u5ba2\u6570\u304b\u3089\u5e74\u672b\u306e\u9867\u5ba2\u6570\u3092\u5f15\u304f\u3002 \u3053\u306e\u7d50\u679c\u3092\u5e74\u521d\u306e\u9867\u5ba2\u6570\u3067\u5272\u308b\u3068\u3001CCR\u3068\u306a\u308b\u3002<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-55125 size-full\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2018\/02\/4.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30c1\u30e3\u30fc\u30f3\u8a08\u7b97\u5f0f\" width=\"1100\" height=\"161\"><\/p>\n<p><span style=\"font-weight: 400;\">CCR\u3092\u6e2c\u5b9a\u3059\u308b\u3053\u3068\u304c\u6700\u7d42\u7684\u306a\u30b9\u30c6\u30c3\u30d7\u3067\u306f\u306a\u3044\u3002\u305d\u306e\u60c5\u5831\u304c\u5f97\u3089\u308c\u305f\u3089\u3001\u305d\u306e\u539f\u56e0\u3068\u306a\u3063\u3066\u3044\u308b\u30c7\u30fc\u30bf\u3092\u3055\u3089\u306b\u63a2\u3057\u3001\u305d\u308c\u3092\u4e0b\u3052\u308b\u305f\u3081\u306b\u3069\u306e\u3088\u3046\u306a\u4e88\u9632\u63aa\u7f6e\u3092\u8b1b\u3058\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u304b\u3092\u691c\u8a0e\u3059\u308b\u5fc5\u8981\u304c\u3042\u308b\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">7.\u30ab\u30b9\u30bf\u30de\u30fc\u30ec\u30d3\u30e5\u30fc<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u3053\u308c\u3089\u306f\u3042\u3089\u3086\u308b\u89d2\u5ea6\u304b\u3089\u30ab\u30d0\u30fc\u3059\u308b\u3082\u306e\u3060\u304c\u3001\u30dd\u30fc\u30bf\u30eb\u30b5\u30a4\u30c8\u3001\u30a6\u30a7\u30d6\u30b5\u30a4\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u30fb\u30c1\u30e3\u30f3\u30cd\u30eb\u3092\u901a\u3058\u3066\u53d7\u3051\u53d6\u308b\u53ef\u80fd\u6027\u306e\u3042\u308b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3084\u30ec\u30d3\u30e5\u30fc\u306b\u7559\u610f\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3042\u308b\u3002 \u30ec\u30d3\u30e5\u30fc\u306e\u91cd\u8981\u6027\u306f\u3044\u304f\u3089\u5f37\u8abf\u3057\u3066\u3082\u3057\u3059\u304e\u308b\u3053\u3068\u306f\u306a\u3044\u3002 \u6700\u8fd1\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001\u8cfc\u8cb7\u8005\u306e90\uff05\u4ee5\u4e0a\u304c\u5546\u54c1\u8aac\u660e\u3088\u308a\u3082\u5546\u54c1\u30ec\u30d3\u30e5\u30fc\u3092\u91cd\u8996\u3057\u3066\u3044\u308b\u3002<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-107550 size-full\" src=\"https:\/\/usqa.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/customer-reviews.png\" alt=\"\u30ab\u30b9\u30bf\u30de\u30fc\u30ec\u30d3\u30e5\u30fc\" width=\"512\" height=\"341\"><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">\u30bd\u30fc\u30b9\u306f\u3053\u3061\u3089\u30a2\u30de\u30be\u30f3<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u6f5c\u5728\u9867\u5ba2\u304c\u8a2a\u308c\u308b\u53ef\u80fd\u6027\u306e\u3042\u308b\u30a6\u30a7\u30d6\u30b5\u30a4\u30c8\u3084\u30dd\u30fc\u30bf\u30eb\u30b5\u30a4\u30c8\u3067\u3001\u597d\u610f\u7684\u306a\u30ec\u30d3\u30e5\u30fc\u3084\u63a8\u85a6\u304c\u30aa\u30f3\u30e9\u30a4\u30f3\u4e0a\u306b\u3042\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3059\u308b\u3002 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400;\">\u3069\u306e\u3088\u3046\u306a\u6e80\u8db3\u5ea6\u6307\u6a19\u304c\u3042\u306a\u305f\u306e\u30d3\u30b8\u30cd\u30b9\u306b\u6700\u9069\u306a\u306e\u304b\u3001\u307e\u305f\u3069\u306e\u3088\u3046\u306a\u6307\u6a19\u304c\u9ad8\u5f97\u70b9\u3068\u307f\u306a\u3055\u308c\u308b\u306e\u304b\u3001\u3055\u3089\u306b\u8a73\u3057\u304f\u304a\u77e5\u308a\u306b\u306a\u308a\u305f\u3044\u65b9\u306f\u3001\u7121\u6599\u306eeBook\u3092\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u3057\u3066\u304f\u3060\u3055\u3044\u3002  <\/span><span style=\"font-weight: 400;\"> <\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/ebook\/hackers-guide-to-customer-experience.html\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>\u7121\u6599\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9<\/strong><\/a><\/span><\/p>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19\u3092\u5229\u7528\u3059\u308b\u30e1\u30ea\u30c3\u30c8<\/h3>\n<p>\u6e80\u8db3\u5ea6\u6307\u6a19\u3092\u6e2c\u5b9a\u3059\u308b\u3053\u3068\u306b\u306f\u3001\u3044\u304f\u3064\u304b\u306e\u5229\u70b9\u304c\u3042\u308b\u3002<\/p>\n<h4>1.\u30ed\u30a4\u30e4\u30eb\u30ab\u30b9\u30bf\u30de\u30fc<\/h4>\n<p>\u5e78\u305b\u306a\u9867\u5ba2\u306f\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u7dad\u6301\u3057\u3001\u53ce\u76ca\u3092\u5897\u52a0\u3055\u305b\u308b\u3002 \u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u304c\u6c17\u306b\u5165\u308a\u3001\u63d0\u4f9b\u3055\u308c\u305f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3084\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b\u6e80\u8db3\u3059\u308c\u3070\u3001\u5fc5\u305a\u30ea\u30d4\u30fc\u30bf\u30fc\u306b\u306a\u3063\u3066\u304f\u308c\u308b\u3002 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