{"id":33825,"date":"2024-12-12T11:11:16","date_gmt":"2024-12-12T03:11:16","guid":{"rendered":"https:\/\/www.xiazhi.co\/?p=33825"},"modified":"2024-12-12T11:11:38","modified_gmt":"2024-12-12T03:11:38","slug":"what-is-customer-satisfaction-score","status":"publish","type":"post","link":"https:\/\/www.xiazhi.co\/en\/what-is-customer-satisfaction-score\/","title":{"rendered":"\u4ec0\u4e48\u662f\u5ba2\u6237\u6ee1\u610f\u5ea6\u8bc4\u5206 \uff08CSAT\uff09 \u4ee5\u53ca\u5982\u4f55\u8861\u91cf\u5b83"},"content":{"rendered":"<p>\u60a8\u77e5\u9053\u60a8\u5e94\u8be5\u8861\u91cf\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u4f46\u9009\u62e9\u6b63\u786e\u7684\u65b9\u6cd5\u53ef\u80fd\u4ee4\u4eba\u751f\u754f\u3002\u90a3\u4e48\uff0c\u60a8\u4ece\u54ea\u91cc\u5f00\u59cb\u5462\uff1f<\/p>\n\n\n\n<p>\u4e3a\u4e86\u7b80\u5316\u60a8\u7684\u9009\u62e9\uff0c\u6211\u4eec\u5c06\u4ecb\u7ecd\u4e00\u79cd\u6700\u6d41\u884c\u7684\u6ee1\u610f\u5ea6\u8c03\u67e5\u7c7b\u578b\uff1a\u5ba2\u6237\u6ee1\u610f\u5ea6\u8bc4\u5206 \uff08CSAT\uff09\u3002\u6211\u4eec\u5c06\u6df1\u5165\u63a2\u8ba8 CSAT \u8c03\u67e5\u8861\u91cf\u4ec0\u4e48\u3001\u4f55\u65f6\u4f7f\u7528\u5b83\u4ee5\u53ca\u60a8\u5e94\u8be5\u5982\u4f55\u5229\u7528\u5b83\u3002\u5982\u679c\u60a8\u9047\u5230\u56f0\u96be\uff0c\u8bf7\u76f4\u63a5\u8df3\u8f6c\u5230\u60a8\u9700\u8981\u7684\u4fe1\u606f\u3002<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"has-luminous-vivid-amber-background-color has-background\">\u4ec0\u4e48\u662f\u5ba2\u6237\u6ee1\u610f\u5ea6\u8bc4\u5206 \uff08CSAT\uff09\uff1f\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206 \uff08CSAT\uff09 \u8861\u91cf\u5ba2\u6237\u5bf9\u4e1a\u52a1\u3001\u8d2d\u4e70\u6216\u4e92\u52a8\u7684\u6ee1\u610f\u5ea6\u3002\u8fd9\u662f\u8861\u91cf\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u6700\u76f4\u63a5\u65b9\u6cd5\u4e4b\u4e00\uff0c\u53ef\u4ee5\u901a\u8fc7\u63d0\u51fa\u4e00\u4e2a\u7b80\u5355\u7684\u95ee\u9898\u6765\u83b7\u5f97\uff0c\u4f8b\u5982\u201c\u60a8\u5bf9\u81ea\u5df1\u7684\u4f53\u9a8c\u6ee1\u610f\u5417\uff1f\u8981\u56de\u7b54\uff0c\u6709\u4e00\u4e2a\u76f8\u5e94\u7684\u8c03\u67e5\u91cf\u8868\uff0c\u53ef\u4ee5\u662f 1 \u2013 3\u30011 \u2013 5 \u6216 1 \u2013 10\u3002<\/p>\n<\/blockquote>\n\n\n\n<p>\u5b66\u4e60\u5982\u4f55\u8ba1\u7b97\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206\u4e5f\u65e2\u5feb\u901f\u53c8\u76f4\u63a5\u3002<a><\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u5ba2\u6237\u6ee1\u610f\u5ea6\u5206\u6570\u8ba1\u7b97<\/h3>\n\n\n\n<p>CSAT \u5206\u6570\u662f\u6240\u6709\u79ef\u6781\u56de\u7b54\u7684\u603b\u548c\u9664\u4ee5\u6536\u96c6\u5230\u7684\u56de\u7b54\u603b\u6570\uff0c\u7136\u540e\u4e58\u4ee5 100\u3002\u7ed3\u679c\u4f1a\u8ba9\u60a8\u83b7\u5f97\u60a8\u4f01\u4e1a\u4e2d\u6ee1\u610f\u5ba2\u6237\u7684\u603b\u4f53\u767e\u5206\u6bd4\u3002<\/p>\n\n\n\n<p>\u4f8b\u5982\uff0c\u5982\u679c\u60a8\u603b\u5171\u6536\u5230\u4e86 25 \u4e2a\u56de\u590d\uff0c\u5176\u4e2d 15 \u4e2a\u662f\u79ef\u6781\u7684\uff0c\u90a3\u4e48\u60a8\u7684 CSAT \u5206\u6570\u5c06\u4e3a 60%\uff08<strong>15 \u4e2a\u80af\u5b9a\u7684\u56de\u7b54 \/ 25 \u4e2a\u603b\u56de\u590d = .60 x 100 = 60%\uff09<\/strong>\u3002<\/p>\n\n\n\n<p>\u8fd9\u8868\u660e\u5927\u591a\u6570\u4eba\u5bf9\u60a8\u7684\u4ea7\u54c1\u611f\u5230\u6ee1\u610f\uff0c\u4f46\u4e5f\u51f8\u663e\u4e86\u8fd8\u6709\u66f4\u591a\u7684\u6539\u8fdb\u7a7a\u95f4\u3002<\/p>\n\n\n\n<p>\u8fd9\u4e9b\u8ba1\u7b97\u53ef\u4ee5\u4ece\u8c03\u67e5\u4e2d\u63d0\u53d6\uff0c\u5982\u4e0b\u4f8b\u6240\u793a\u3002\u4ece\u6536\u96c6\u7684\u54cd\u5e94\u603b\u6570\u4e2d\u83b7\u53d6\u6b63\u9762 \uff085 &#8211; 7\uff09 \u54cd\u5e94\u7684\u6570\u91cf\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img fetchpriority=\"high\" decoding=\"async\" width=\"820\" height=\"205\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-1-png.webp\" alt=\"\" class=\"wp-image-33832\" style=\"width:470px;height:auto\" srcset=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-1-png.webp 820w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-1-200x50.webp 200w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-1-768x192.webp 768w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-1-18x5.webp 18w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-1-600x150.webp 600w\" sizes=\"(max-width: 820px) 100vw, 820px\" \/><\/figure>\n\n\n\n<p>\u5982\u679c\u7ed3\u679c\u6570\u5b57\u4e0d\u4ee4\u4eba\u6ee1\u610f\uff0c\u6709\u4e00\u4e9b\u884c\u4e4b\u6709\u6548\u7684\u65b9\u6cd5\u53ef\u4ee5\u63d0\u9ad8\u60a8\u7684 CSAT \u5206\u6570\u3002\u4e3a\u4e86\u5e2e\u52a9\u5b8c\u6210\u8be5\u6d41\u7a0b\uff0c\u60a8\u53ef\u4ee5\u975e\u5e38\u7b80\u5355\u5730\u4f7f\u7528&nbsp;Customer satisfaction Score&nbsp;\u5728\u6574\u4e2a\u5ba2\u6237\u751f\u547d\u5468\u671f\u4e2d\u8ddf\u8e2a\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/p>\n\n\n\n<p>\u7531\u4e8e\u8fd9\u662f\u4e00\u9879\u5feb\u901f\u8c03\u67e5\uff0c\u56e0\u6b64\u60a8\u53ef\u4ee5\u5728\u5ba2\u6237\u65c5\u7a0b\u4e2d\u7684\u591a\u4e2a\u4f53\u9a8c\u4e2d\u8be2\u95ee\u5b83\uff0c\u5e76\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u5728\u6b64\u8fc7\u7a0b\u4e2d\u5404\u4e2a\u63a5\u89e6\u70b9\u7684\u611f\u53d7\u3002\u8fd9\u4f7f\u5f97\u53d1\u73b0\u6f5c\u5728\u74f6\u9888\u548c\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u53d8\u5f97\u66f4\u52a0\u5bb9\u6613\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img decoding=\"async\" width=\"519\" height=\"407\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-png.webp\" alt=\"\" class=\"wp-image-33830\" srcset=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-png.webp 519w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-200x157.webp 200w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-15x12.webp 15w\" sizes=\"(max-width: 519px) 100vw, 519px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">\u4ec0\u4e48\u662f\u597d\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u8bc4\u5206\uff1f<\/h2>\n\n\n\n<p>\u867d\u7136 CSAT \u5206\u6570\u56e0\u884c\u4e1a\u800c\u5f02\uff0c\u4f46\u597d\u7684\u5206\u6570\u901a\u5e38\u5728 75% \u5230 85% \u4e4b\u95f4\u3002\u7531\u4e8e CSAT \u4ec5\u8861\u91cf\u60a8\u7684\u63a8\u8350\u503c\uff0c\u56e0\u6b64\u5f88\u96be\u83b7\u5f97\u8fd1\u4e4e\u5b8c\u7f8e\u7684\u5206\u6570\u3002\u5f97\u5206\u4e3a 75% \u610f\u5473\u7740\u6bcf 4 \u4e2a\u5ba2\u6237\u4e2d\u5c31\u6709 3 \u4e2a\u7ed9\u60a8\u6253\u5206\u662f\u6b63\u9762\u7684\uff0c\u800c\u4e0d\u662f\u8d1f\u9762\u6216\u4e2d\u6027\u7684\u3002<\/p>\n\n\n\n<p>\u8981\u67e5\u770b\u5ba2\u6237\u6ee1\u610f\u5ea6\u5206\u6570\u7684\u4e00\u4e9b\u771f\u5b9e\u793a\u4f8b\uff0c\u8ba9\u6211\u4eec\u770b\u770b\u4e0d\u540c\u884c\u4e1a\u7684\u5e73\u5747 CSAT \u5206\u6570\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u6309\u884c\u4e1a\u5212\u5206\u7684 CSAT \u5206\u6570<\/h3>\n\n\n\n<p>\u4ee5\u4e0b\u662f\u6839\u636e<a rel=\"noreferrer noopener\" target=\"_blank\" href=\"https:\/\/www.theacsi.org\/acsi-benchmarks\/benchmarks-by-industry\">\u7f8e\u56fd\u5ba2\u6237\u6ee1\u610f\u5ea6\u6307\u6570<\/a>\u7684 CSAT \u5206\u6570\u7684\u884c\u4e1a\u57fa\u51c6\u3002<\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li>\u670d\u88c5\uff1a 79<\/li>\n\n\n\n<li>\u6c7d\u8f66\u548c\u8f7b\u578b\u8f66\u8f86\uff1a78<\/li>\n\n\n\n<li>\u94f6\u884c\uff1a 78<\/li>\n\n\n\n<li>\u5564\u9152\uff1a 81<\/li>\n\n\n\n<li>\u624b\u673a\uff1a 79<\/li>\n\n\n\n<li>\u8ba1\u7b97\u673a\u8f6f\u4ef6\uff1a76<\/li>\n\n\n\n<li>\u6d88\u8d39\u7c7b\u914d\u9001\uff1a 76<\/li>\n\n\n\n<li>\u4fe1\u7528\u5408\u4f5c\u793e\uff1a 77<\/li>\n\n\n\n<li>\u8d22\u52a1\u987e\u95ee\uff1a 77<\/li>\n\n\n\n<li>\u5168\u65b9\u4f4d\u670d\u52a1\u9910\u5385\uff1a 79<\/li>\n\n\n\n<li>\u9152\u5e97\uff1a 73<\/li>\n\n\n\n<li>\u4e92\u8054\u7f51\u96f6\u552e\uff1a78<\/li>\n\n\n\n<li>\u4e92\u8054\u7f51\u65c5\u884c\u670d\u52a1\uff1a 74<\/li>\n\n\n\n<li>\u4eba\u5bff\u4fdd\u9669\uff1a78<\/li>\n\n\n\n<li>\u4e13\u5356\u5e97\uff1a 77<\/li>\n<\/ol>\n\n\n\n<p>\u73b0\u5728\u60a8\u5df2\u7ecf\u770b\u5230\u4e86\u5178\u578b\u7684 CSAT \u5206\u6570\uff0c\u8ba9\u6211\u4eec\u8ba8\u8bba\u4e00\u4e0b\u4f55\u65f6\u5e94\u8be5\u4f7f\u7528\u5b83\u4eec\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u4f55\u65f6\u5e94\u8be5\u4f7f\u7528\u5ba2\u6237\u6ee1\u610f\u5ea6\u8bc4\u5206\uff1f<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. \u5728\u5ba2\u6237\u751f\u547d\u5468\u671f\u65f6\u523b\u4e4b\u540e\u3002<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>\u6700\u9002\u5408\uff1a<\/strong>D \u5728\u5f15\u5bfc\u548c\u8d2d\u4e70\u540e\u9636\u6bb5\u3002<\/h4>\n\n\n\n<p>CSAT \u5c06\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\u4e0e\u5ba2\u6237\u4f53\u9a8c\u4e2d\u7684\u5173\u952e\u65f6\u523b\u8054\u7cfb\u8d77\u6765\u3002\u8fd9\u6837\uff0c\u60a8\u5c31\u53ef\u4ee5\u5c06\u5ba2\u6237\u6d1e\u5bdf\u4e0e\u4e1a\u52a1\u95ee\u9898\u8054\u7cfb\u8d77\u6765\uff0c\u5e76\u8861\u91cf\u5173\u952e\u65f6\u523b\uff08\u5982\u7528\u6237\u5f15\u5bfc\uff09\u7684\u6709\u6548\u6027\u3002<\/p>\n\n\n\n<p>Rainforest QA \u5ba2\u6237\u6210\u529f\u526f\u603b\u88c1&nbsp;<a rel=\"noreferrer noopener\" target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/nilsvinje\">Nils Vinje<\/a>&nbsp;\u662f\u8fd9\u6837\u8bf4\u7684\uff1a<\/p>\n\n\n\n<p>\u201c\u53d1\u9001\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\u7684\u6700\u4f73\u65f6\u95f4\u662f\u5728\u5ba2\u6237\u751f\u547d\u5468\u671f\u7684\u91cd\u8981\u90e8\u5206\u5b8c\u6210\u540e\u3002\u4f8b\u5982\uff0c\u5728\u5ba2\u6237\u5f15\u5bfc\u7ed3\u675f\u65f6\u53d1\u9001\u6ee1\u610f\u5ea6\u8c03\u67e5\u5c06\u5e2e\u52a9\u60a8\u83b7\u5f97\u6709\u5173\u5982\u4f55\u6539\u5584\u5f15\u5bfc\u4f53\u9a8c\u7684\u5b9d\u8d35\u53cd\u9988\u3002<\/p>\n\n\n\n<p>\u5728\u8fd9\u4e00\u70b9\u4e0a\uff0c\u5ba2\u6237\u53ef\u80fd\u5df2\u7ecf\u51b3\u5b9a\u4e86\u60a8\u7684\u89e3\u51b3\u65b9\u6848\u662f\u5426\u80fd\u89e3\u51b3\u4ed6\u4eec\u7684\u95ee\u9898\uff0c\u5982\u679c\u6ca1\u6709\uff0c\u60a8\u9700\u8981\u5c3d\u5feb\u77e5\u9053\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. \u7eed\u8ba2\u524d\u3002<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>\u6700\u9002\u5408\uff1a<\/strong>\u8ba2\u9605\u7eed\u8ba2\u524d 6 \u4e2a\u6708\u3002<\/h4>\n\n\n\n<p>\u5efa\u8bae\u53d1\u9001\u6ee1\u610f\u5ea6\u8c03\u67e5\u7684\u53e6\u4e00\u4e2a\u91cd\u8981\u68c0\u67e5\u70b9\uff1a\u7eed\u4fdd\u524d\u516d\u4e2a\u6708\u3002<\/p>\n\n\n\n<p>\u201c\u6211\u559c\u6b22 6 \u4e2a\u6708\u6807\u8bb0\u7684\u539f\u56e0\u662f\uff0c\u5b83\u8ba9\u60a8\u6709\u8db3\u591f\u7684\u65f6\u95f4\u5728\u8fdb\u5165\u5ba2\u6237\u8ba2\u9605\u7684\u7eed\u8ba2\u9636\u6bb5\u4e4b\u524d\u6839\u636e\u53cd\u9988\u91c7\u53d6\u884c\u52a8\u3002\u4f60\u603b\u662f\u53ef\u4ee5\u5bf9\u4f60\u77e5\u9053\u7684\u95ee\u9898\u505a\u70b9\u4ec0\u4e48\uff0c\u4f46\u4f60\u4e0d\u80fd\u5bf9\u4f60\u4e0d\u77e5\u9053\u7684\u95ee\u9898\u505a\u4efb\u4f55\u4e8b\u60c5\u3002<\/p>\n\n\n\n<p>\u5bf9\u4e8e\u4ed6\u7684\u7b2c\u4e8c\u70b9\uff0c\u60a8\u8fd8\u53ef\u4ee5\u6309\u57fa\u4e8e\u65f6\u95f4\u7684\u8ba1\u5212\u89e6\u53d1 CSAT \u8c03\u67e5\u3002<\/p>\n\n\n\n<p>\u7531\u4e8e\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206\u7684\u7b80\u5355\u6027\uff0c\u56e0\u6b64\u53ef\u4ee5\u8f7b\u677e\u5730\u5728\u591a\u4e2a\u63a5\u89e6\u70b9\uff08\u800c\u4e0d\u4ec5\u4ec5\u662f\u5728\u91cd\u8981\u4f53\u9a8c\u7ed3\u675f\u65f6\uff09\u591a\u6b21\u8fdb\u884c\u6b64\u8c03\u67e5\u3002<\/p>\n\n\n\n<p>\u51fa\u4e8e\u8fd9\u4e2a\u539f\u56e0\uff0c\u7ecf\u5e38\u6eda\u52a8\u5730\u63d0\u51fa\u95ee\u9898\u5f88\u91cd\u8981\u2014\u2014\u5c31\u50cf Intarcate \u7684\u5ba2\u6237\u6210\u529f\u526f\u603b\u88c1&nbsp;<a rel=\"noreferrer noopener\" target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/matthoganusc10\">Matt Hogan<\/a>&nbsp;\u5efa\u8bae\u7684\u90a3\u6837\uff1a<\/p>\n\n\n\n<p>\u201c\u6eda\u52a8\u90e8\u7f72\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\u5c06\u4f7f\u6301\u7eed\u7684\u53cd\u9988\u5faa\u73af\u7ee7\u7eed\u8fdb\u884c\u3002\u53ef\u7528\u7684\u6280\u672f\u4f7f\u7ba1\u7406\u8fd9\u4e00\u70b9\u53d8\u5f97\u5bb9\u6613\u3002\u8fd9\u6837\uff0c\u5f53\u60a8\u4e0d\u53d1\u5e03\u4ea7\u54c1\u6216\u505a\u4efb\u4f55\u4e0d\u540c\u7684\u4e8b\u60c5\u65f6\uff0c\u60a8\u5c31\u53ef\u4ee5\u4e86\u89e3\u4eba\u4eec\u7684\u611f\u53d7\u3002<\/p>\n\n\n\n<p>\u5927\u591a\u6570\u516c\u53f8\u5728\u53d1\u5e03\u529f\u80fd\u540e\u6216\u6309\u53d7\u63a7\u65f6\u95f4\u8868\u6267\u884c\u6b64\u64cd\u4f5c\uff0c\u8fd9\u5c06\u5f71\u54cd\u60a8\u7684\u54cd\u5e94\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. \u5728\u5ba2\u6237\u652f\u6301\u6216\u6559\u80b2\u4e92\u52a8\u4e4b\u540e\u3002<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>\u6700\u9002\u5408\uff1a<\/strong>\u5ba2\u6237\u6f14\u793a\u3001\u6545\u969c\u6392\u9664\u3001\u8ddf\u8fdb\u540e\u3002<\/h4>\n\n\n\n<p>\u6700\u540e\uff0c\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206\u53ef\u4ee5\u5728\u5ba2\u6237\u652f\u6301\u6216\u5ba2\u6237\u6559\u80b2\u63a5\u89e6\u70b9\u4e4b\u540e\u76f4\u63a5\u4f7f\u7528\u3002<\/p>\n\n\n\n<p>\u4f8b\u5982\uff0c\u5728\u5ba2\u6237\u9605\u8bfb\u5b8c\u77e5\u8bc6\u5e93\u6587\u7ae0\u540e\u63d0\u51fa\u4e00\u4e2a\u6ee1\u610f\u5ea6\u95ee\u9898\u53ef\u4ee5\u5e2e\u52a9\u60a8\u8861\u91cf\u5176\u6548\u679c\u3002<\/p>\n\n\n\n<p>\u603b\u4e4b\uff0c\u60a8\u53ef\u4ee5\u5728\u5e0c\u671b\u8861\u91cf\u5ba2\u6237\u60c5\u7eea\u7684\u4efb\u4f55\u65f6\u5019\u4f7f\u7528 CSAT \u8c03\u67e5\u2014\u2014\u5728\u9500\u552e\u8fc7\u7a0b\u4e2d\u3001\u4f7f\u7528\u4ea7\u54c1\u65f6\u6216\u4e0e\u60a8\u7684\u5185\u5bb9\u4e92\u52a8\u65f6\u3002<\/p>\n\n\n\n<p>\u4f46\u662f\uff0c\u7531\u4e8e\u95ee\u9898\u7684\u6027\u8d28\uff0c\u54cd\u5e94\u5c06\u504f\u5411\u4e8e\u5ba2\u6237\u7684\u5373\u65f6\u4f53\u9a8c\u548c\u53cd\u5e94\u3002\u56e0\u6b64\uff0c\u8fd9\u4e9b\u53d1\u73b0\u4e0d\u5e94\u88ab\u89c6\u4e3a\u5bf9\u66f4\u5e7f\u6cdb\u7684\u5ba2\u6237\u4f53\u9a8c\u6216\u54c1\u724c\u8ba4\u77e5\u7684\u6d1e\u5bdf\u3002<\/p>\n\n\n\n<p>\u8ba9\u6211\u4eec\u5728\u4e0b\u9762\u7684\u90e8\u5206\u4e2d\u63a2\u8ba8 CSAT \u7684\u66f4\u591a\u4f18\u7f3a\u70b9\u3002<a><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u5ba2\u6237\u6ee1\u610f\u5ea6\u8bc4\u5206\u4f18\u70b9\u548c\u7f3a\u70b9<\/h2>\n\n\n\n<p>\u4efb\u4f55\u8c03\u67e5\u65b9\u6cd5\u90fd\u6709\u4f18\u70b9\u548c\u7f3a\u70b9\uff0c\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206\u4e5f\u4e0d\u4f8b\u5916\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">CSAT \u4f18\u70b9<\/h3>\n\n\n\n<p>\u4f7f\u7528 CSAT \u7684\u4e00\u4e9b\u4f18\u70b9\u5305\u62ec\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u5b83\u7b80\u77ed\u3001\u76f4\u89c2\u4e14\u6613\u4e8e\u4f7f\u7528\u3002<\/li>\n\n\n\n<li>\u8bc4\u5206\u91cf\u8868\u53ef\u4ee5\u6839\u636e\u4e0a\u4e0b\u6587\u800c\u53d8\u5316\uff0c\u8ba9\u60a8\u53ef\u4ee5\u7075\u6d3b\u5730\u4f7f\u7528\u6700\u9002\u5408\u60a8\u7684\u53d7\u4f17\u7684\u661f\u7ea7\u3001\u8868\u60c5\u7b26\u53f7\u6216\u6570\u5b57\u8bc4\u5206\u91cf\u8868\u3002<\/li>\n\n\n\n<li>CSAT \u4ea7\u751f\u7684\u56de\u590d\u7387\u9ad8\u4e8e\u5176\u4ed6\u6ee1\u610f\u5ea6\u8c03\u67e5\uff0c\u56e0\u4e3a\u95ee\u9898\u8f83\u5c11\u3002<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">CSAT \u7f3a\u70b9<\/h3>\n\n\n\n<p>\u4f7f\u7528 CSAT \u7684\u53ef\u80fd\u7f3a\u70b9\u5305\u62ec\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u6587\u5316\u504f\u89c1\u662f\u53ef\u80fd\u7684\uff1a<a href=\"http:\/\/www.jstor.org\/stable\/40063010?seq=1#page_scan_tab_contents\" target=\"_blank\" rel=\"noreferrer noopener\">\u300a\u5fc3\u7406\u79d1\u5b66\u300b<\/a>\u4e0a\u7684\u4e00\u7bc7\u6587\u7ae0\u8868\u660e\uff0c\u4e2a\u4eba\u4e3b\u4e49\u56fd\u5bb6\u7684\u4eba\u6bd4\u96c6\u4f53\u4e3b\u4e49\u56fd\u5bb6\u7684\u4eba\u66f4\u9891\u7e41\u5730\u9009\u62e9\u66f4\u6781\u7aef\u7684\u4e00\u65b9\uff08\u4f8b\u5982\uff0c\u7f8e\u56fd\u4eba\u6bd4\u65e5\u672c\u4eba\u66f4\u6709\u53ef\u80fd\u5c06\u670d\u52a1\u8bc4\u4e3a\u201c\u4ee4\u4eba\u60ca\u53f9\u201d\u6216\u201c\u7cdf\u7cd5\u201d\uff0c\u65e5\u672c\u4eba\u4f1a\u575a\u6301\u201c\u5f88\u597d\u201d\u6216\u201c\u4e0d\u6ee1\u610f\u201d\uff09\u3002<\/li>\n\n\n\n<li>\u7531\u4e8e\u5404\u884c\u5404\u4e1a\u548c\u516c\u53f8\u7684\u57fa\u51c6\u6570\u636e\u8303\u56f4\u5e7f\u6cdb\uff0c\u56e0\u6b64\u8bc4\u5206\u7684\u597d\u574f\u5b58\u5728\u4e00\u4e9b\u6b67\u4e49\u3002<\/li>\n\n\n\n<li>CSAT \u53cd\u6620\u4e86\u77ed\u671f\u60c5\u7eea\u3002\u4f8b\u5982\uff0c\u5b83\u57fa\u4e8e\u5ba2\u6237\u4e0e\u6211\u4eec\u516c\u53f8\u7684\u6700\u540e\u4e00\u4e2a\u63a5\u89e6\u70b9\u4ee5\u53ca\u4ed6\u4eec\u5728\u67d0\u4e00\u5929\u7684\u611f\u53d7\uff08\u8003\u8651\u5230\u60a8\u7684\u76ee\u6807\uff0c\u8fd9\u53ef\u80fd\u4e0d\u662f\u7f3a\u70b9\uff09\u3002<\/li>\n\n\n\n<li>\u201c\u6ee1\u610f\u201d\u662f\u4e00\u4e2a\u4e3b\u89c2\u7684\u8bcd\uff0c\u201c\u6ee1\u610f\u201d\u5bf9\u4e0d\u540c\u7684\u4eba\u53ef\u80fd\u610f\u5473\u7740\u4e0d\u540c\u7684\u4e8b\u60c5\u3002<\/li>\n\n\n\n<li>\u201c\u4e2d\u7acb\u201d\u548c\u201c\u4e0d\u6ee1\u610f\u201d\u7c7b\u522b\u7684\u5ba2\u6237\u901a\u5e38\u4e0d\u4f1a\u586b\u5199\u8c03\u67e5\u95ee\u5377\uff0c\u56e0\u6b64\u66f4\u6709\u53ef\u80fd\u4ea7\u751f\u7ed3\u679c\u504f\u5dee\u3002<\/li>\n<\/ul>\n\n\n\n<p>\u4e5f\u8bb8 CSAT \u6700\u5927\u7684\u7f3a\u70b9\u662f\u6700\u6839\u672c\u7684\uff1a\u8c01\u60f3\u4f18\u5316\u201c\u6ee1\u610f\u5ea6\u201d\uff1f\u9664\u975e\u8fd9\u662f\u8d35\u516c\u53f8\u5b9e\u9645\u91cd\u8981\u6027\u6307\u6807\uff08\u751f\u547d\u5468\u671f\u4ef7\u503c\u3001\u7559\u5b58\u7387\u3001\u6fc0\u6d3b\u7387\u7b49\uff09\u7684\u9886\u5148\u6307\u6807\uff0c\u5426\u5219\u4ec5\u4ee5 \u201c\u6ee1\u610f \u201d\u4e3a\u76ee\u6807\u611f\u89c9\u6709\u70b9\u5e73\u6de1\u65e0\u5947\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CSAT \u793a\u4f8b<\/h2>\n\n\n\n<p>\u4e3a\u4e86\u66f4\u597d\u5730\u7406\u89e3\u5178\u578b\u7684 Customer Satisfaction Score \u8c03\u67e5\uff0c\u8ba9\u6211\u4eec\u4f7f\u7528\u4e00\u4e2a\u793a\u4f8b\u3002\u60f3\u60f3\u7269\u4e1a\u7ba1\u7406\u516c\u53f8\u5728\u5c45\u6c11\u8bf7\u6c42\u7ef4\u62a4\u4ee4\u540e\u60f3\u77e5\u9053\u7684\u4fe1\u606f\u7c7b\u578b\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" width=\"927\" height=\"598\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-2-png.webp\" alt=\"\" class=\"wp-image-33833\" style=\"width:604px;height:auto\" srcset=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-2-png.webp 927w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-2-900x581.webp 900w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-2-200x129.webp 200w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-2-768x495.webp 768w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-2-18x12.webp 18w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/12\/image-2-600x387.webp 600w\" sizes=\"(max-width: 927px) 100vw, 927px\" \/><\/figure>\n\n\n\n<p>\u5728\u6b64\u793a\u4f8b\u4e2d\uff0c\u8303\u56f4\u4ece \u201c\u5dee\u201d \u5230 \u201c\u6781\u597d\u201d\u3002\u8fd9\u53ef\u80fd\u770b\u8d77\u6765\u5f88\u7b80\u5355\uff0c\u4f46\u6839\u636e\u6700\u666e\u904d\u7684\u7ec4\u6210\u90e8\u5206\uff0c\u6536\u96c6\u5230\u7684\u56de\u590d\u53ef\u80fd\u610f\u5473\u7740\u4e0d\u540c\u7684\u4e8b\u60c5\u3002<\/p>\n\n\n\n<p>\u5982\u679c\u5c45\u6c11\u7684\u56de\u7b54\u662f \u201cGood\u201d \u6216 \u201cExcellent\u201d \u7b49\u8f83\u9ad8\u7684\u8bc4\u5206\uff0c\u4ed6\u4eec\u5c31\u88ab\u89c6\u4e3a\u4f20\u64ad\u8005\u3002\u4ed6\u4eec\u53d1\u73b0\u4e0e\u7ef4\u62a4\u4eba\u5458\u5408\u4f5c\u7684\u7ecf\u9a8c\u8fbe\u5230\u4e86\u4ed6\u4eec\u7684\u671f\u671b\uff0c\u89e3\u51b3\u4e86\u4ed6\u4eec\u7684\u95ee\u9898\uff0c\u5e76\u8ba9\u4ed6\u4eec\u611f\u5230\u6ee1\u610f\u3002\u5c45\u6c11\u53ef\u4ee5\u544a\u8bc9\u60a8\u54ea\u4e9b\u5730\u65b9\u505a\u5f97\u7279\u522b\u597d\uff0c\u5e76\u6210\u4e3a\u53e3\u7891\u5021\u5bfc\u8005\uff0c\u5e76\u9f13\u52b1\u5176\u4ed6\u4eba\u4e5f\u5bfb\u627e\u62e5\u6709\u53ef\u9760\u5458\u5de5\u7684\u516c\u5bd3\u3002<\/p>\n\n\n\n<p>\u53e6\u4e00\u65b9\u9762\uff0c\u5982\u679c\u4ed6\u4eec\u63d0\u4f9b\u7684\u8bc4\u5206\u4e3a \u201c\u5dee\u201d\u3001\u201c\u4e00\u822c \u201d\u6216 \u201c\u5e73\u5747\u201d\uff0c\u4ed6\u4eec\u5c31\u4f1a\u88ab\u89c6\u4e3a\u6279\u8bc4\u8005\u3002\u8fd9\u4e9b\u5c45\u6c11\u8ba4\u4e3a\u4ed6\u4eec\u5bf9\u7ef4\u62a4\u6709\u8d1f\u9762\u7684\u7ecf\u5386\u3002\u8fd9\u9879\u8c03\u67e5\u9010\u9879\u5217\u51fa\u4e86\u8bbf\u95ee\u7684\u5404\u4e2a\u65b9\u9762\u2014\u2014\u6bd4\u5982\u8d28\u91cf\u6216\u6e05\u6d01\u5ea6\u2014\u2014\u8fd9\u6837\u4f4f\u6237\u5c31\u53ef\u4ee5\u544a\u8bc9\u516c\u53f8\u51fa\u4e86\u4ec0\u4e48\u95ee\u9898\u3002<\/p>\n\n\n\n<p>\u6536\u96c6\u5230\u8db3\u591f\u591a\u7684\u8c03\u67e5\u53ef\u4ee5\u4f5c\u4e3a\u89e3\u51b3\u9700\u8981\u6539\u8fdb\u7684\u9886\u57df\u7684\u6307\u5357\u3002\u968f\u7740\u65f6\u95f4\u7684\u63a8\u79fb\u67e5\u770b\u60a8\u7684 CSAT \u5206\u6570\u4ee5\u8bc4\u4f30\u6a21\u5f0f\uff0c\u800c\u4e0d\u662f\u5173\u6ce8\u5b64\u7acb\u6216\u4e0d\u5e38\u89c1\u7684\u4e8b\u4ef6\u4e5f\u5f88\u91cd\u8981\u3002<\/p>\n\n\n\n<h2 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