{"id":30998,"date":"2023-12-19T10:36:55","date_gmt":"2023-12-19T09:36:55","guid":{"rendered":"https:\/\/www.websupport.sk\/blog\/?p=30998"},"modified":"2025-03-11T21:08:20","modified_gmt":"2025-03-11T20:08:20","slug":"zakaznicka-spokojnost-a-nps","status":"publish","type":"post","link":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/","title":{"rendered":"Net Promoter Score (NPS): Ako efekt\u00edvne mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165?"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\"><b>Doba \u010d\u00edtania:<\/b><\/span> <span class=\"rt-time\"> 10<\/span> <span class=\"rt-label rt-postfix\">min.<\/span><\/span>\n<p>Ak pred\u00e1vate slu\u017eby alebo produkty, tak bez poch\u00fdb je pre v\u00e1s z\u00e1kazn\u00edk na prvom mieste. Chcete, aby jeho sk\u00fasenos\u0165 bola \u010do najpr\u00edjemnej\u0161ia, aby sa e\u0161te vr\u00e1til a pr\u00edpadne o nej povedal \u010falej.<\/p>\n\n\n\n<p>Dnes, ke\u010f sa trh neust\u00e1le men\u00ed a konkurencia je intenz\u00edvnej\u0161ia, z\u00e1kazn\u00edcka spokojnos\u0165 hr\u00e1 k\u013e\u00fa\u010dov\u00fa rolu v \u00faspe\u0161nom biznise. Firmy, ktor\u00e9 vedia pochopi\u0165 aj zoh\u013eadni\u0165 potreby a o\u010dak\u00e1vania svojich z\u00e1kazn\u00edkov, s\u00fa tie, ktor\u00e9 prosperuj\u00fa a roz\u0161iruj\u00fa svoj podiel na trhu. Ale ako m\u00f4\u017eeme objekt\u00edvne a efekt\u00edvne mera\u0165 z\u00e1kazn\u00edcku spokojnos\u0165?&nbsp;<\/p>\n\n\n\n<p><strong>Obsah<\/strong><\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-8cf370e7 wp-block-group-is-layout-flex\">\n<p>1. <a href=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#zakaznicka-spokojnost\">\u010co je z\u00e1kazn\u00edcka spokojnos\u0165<\/a><\/p>\n\n\n\n<p>2. <a href=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#prichadza-nps\">Prich\u00e1dza NPS<\/a><\/p>\n\n\n\n<p>3. <a href=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#ako-vypocitat-nps\">Ako sa NPS vypo\u010d\u00edta<\/a><\/p>\n\n\n\n<p>4. <a href=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#preco-merat-nps\">Pre\u010do mera\u0165 NPS<\/a><\/p>\n\n\n\n<p>5. <a href=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#priklady-pouzitia-nps\">Pr\u00edklady pou\u017eitia NPS<\/a><\/p>\n\n\n\n<p>6. <a href=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#ako-zlepsit-nps\">Ako zlep\u0161i\u0165 NPS<\/a><\/p>\n\n\n\n<p>7. <a href=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#alternativy\">Alternat\u00edvy<\/a><\/p>\n\n\n\n<p>8. <a href=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#zaver\">Z\u00e1ver<\/a><\/p>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\" id=\"zakaznicka-spokojnost\">\u010co je z\u00e1kazn\u00edcka spokojnos\u0165<\/h2>\n\n\n\n<p>Z\u00e1kazn\u00edcka spokojnos\u0165 je mierou, ktor\u00e1 odha\u013euje, ako ve\u013emi produkty alebo slu\u017eby sp\u013a\u0148aj\u00fa alebo prekon\u00e1vaj\u00fa o\u010dak\u00e1vania z\u00e1kazn\u00edkov. Je to k\u013e\u00fa\u010dov\u00fd indik\u00e1tor, ktor\u00fd firm\u00e1m pom\u00e1ha z\u00edska\u0165 <strong>preh\u013ead o tom, ako z\u00e1kazn\u00edci vn\u00edmaj\u00fa a hodnotia ich produkty a slu\u017eby.<\/strong><\/p>\n\n\n\n<p>Predstavte si, \u017ee ste si online zak\u00fapili nov\u00fd smartf\u00f3n. Va\u0161u spokojnos\u0165 so smartf\u00f3nom a celkov\u00fdm n\u00e1kupn\u00fdm z\u00e1\u017eitkom ovplyvnia viacer\u00e9 faktory:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ako dobre funguje, \u010di sp\u013a\u0148a va\u0161e o\u010dak\u00e1vania, ak\u00e9 s\u00fa jeho \u0161pecifik\u00e1cie, dizajn, v\u00fddr\u017e bat\u00e9rie at\u010f.<\/li>\n\n\n\n<li>\u010ci cena, ktor\u00fa ste zaplatili, zodpoved\u00e1 hodnote, ktor\u00fa ste z\u00edskali.<\/li>\n\n\n\n<li>Ako jednoducho a pohodlne ste objednali smartf\u00f3n online, vr\u00e1tane navig\u00e1cie na webovej str\u00e1nke, procesu platby at\u010f.<\/li>\n\n\n\n<li>R\u00fdchlos\u0165 a efekt\u00edvnos\u0165 doru\u010denia, a stav, v akom bol smartf\u00f3n doru\u010den\u00fd.<\/li>\n\n\n\n<li>Ak ste mali probl\u00e9my alebo ot\u00e1zky, ako r\u00fdchlo a efekt\u00edvne v\u00e1m z\u00e1kazn\u00edca podpora pomohla.<\/li>\n<\/ul>\n\n\n\n<p>Va\u0161a celkov\u00e1 z\u00e1kazn\u00edcka spokojnos\u0165 bude v\u00fdsledkom t\u00fdchto a pr\u00edpadne \u010fal\u0161\u00edch faktorov. Ak v\u0161etky aspekty sp\u013a\u0148aj\u00fa alebo prekon\u00e1vaj\u00fa va\u0161e o\u010dak\u00e1vania, budete pravdepodobne ve\u013emi spokojn\u00fd s n\u00e1kupom. Naopak, ak niektor\u00e9 z t\u00fdchto oblast\u00ed nesp\u013a\u0148aj\u00fa va\u0161e o\u010dak\u00e1vania, m\u00f4\u017ee to negat\u00edvne ovplyvni\u0165 va\u0161u celkov\u00fa spokojnos\u0165.<\/p>\n\n\n\n<p>Cel\u00fd tento proces, ktor\u00fdm ste pre\u0161li, sa naz\u00fdva z\u00e1kazn\u00edcka cesta, alebo <em>customer journey<\/em>. Zah\u0155\u0148a v\u0161etky f\u00e1zy a kontaktn\u00e9 body, ktor\u00e9 z\u00e1kazn\u00edk za\u017e\u00edva od momentu, ke\u010f sa dozvie o produkte alebo slu\u017ebe a\u017e po n\u00e1kup a pr\u00edpadn\u00fd servis po \u0148om. Pojmom z\u00e1kazn\u00edcka cesta sa rozumie aj proces vyh\u013ead\u00e1vania inform\u00e1ci\u00ed, porovn\u00e1vania mo\u017enost\u00ed, rozhodovanie o k\u00fape a pou\u017e\u00edvanie a hodnotenie produktu alebo slu\u017eby. Poznanie a pravideln\u00e1 anal\u00fdza z\u00e1kazn\u00edckej cesty v\u00e1m pom\u00f4\u017ee lep\u0161ie porozumie\u0165 potreb\u00e1m a spr\u00e1vaniu va\u0161ich z\u00e1kazn\u00edkov. T\u00fdm m\u00f4\u017eete optimalizova\u0165 marketing, predaj a z\u00e1kazn\u00edcky servis pre zlep\u0161enie z\u00e1kazn\u00edckej sk\u00fasenosti.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\" id=\"prichadza-nps\">Prich\u00e1dza NPS<\/h2>\n\n\n\n<p><em>Net Promoter Score<\/em> (NPS) je \u0161iroko uzn\u00e1van\u00fdm n\u00e1strojom, ktor\u00fd spolo\u010dnostiam umo\u017e\u0148uje mera\u0165 a analyzova\u0165 spokojnos\u0165 a vernos\u0165 z\u00e1kazn\u00edkov. T\u00fato metrikua prv\u00fdkr\u00e1t predstavila v roku 2003 spolo\u010dnos\u0165 <em>Bain &amp; Company<\/em> a <em>Satmetrix<\/em> v \u010dasopise <em>Harvard Business Review<\/em> \u010dl\u00e1nkom <em>One Number You Need to Grow<\/em>. Odvtedy sa stala zlat\u00fdm \u0161tandardom v oblasti merania z\u00e1kazn\u00edckej sk\u00fasenosti.<\/p>\n\n\n\n<p><a href=\"https:\/\/en.wikipedia.org\/wiki\/Net_promoter_score\">NPS<\/a> poskytuje r\u00fdchly a efekt\u00edvny sp\u00f4sob, ako z\u00edska\u0165 preh\u013ead o tom, ako sa z\u00e1kazn\u00edci c\u00edtia v s\u00favislosti s va\u0161imi slu\u017ebami alebo produktami. Je zalo\u017een\u00fd na jednoduchom ot\u00e1zke: <strong>Ak\u00e1 je pravdepodobnos\u0165, \u017ee by ste odporu\u010dili na\u0161u firmu \/ produkt \/ slu\u017ebu&#8230; priate\u013eovi alebo kolegovi?<\/strong> Odpovede s\u00fa n\u00e1sledne analyzovan\u00e9 a kategorizovan\u00e9, \u010d\u00edm z\u00edskate jasn\u00fd obraz o spokojnosti z\u00e1kazn\u00edkov.<\/p>\n\n\n\n<p>Hlavnou v\u00fdhodou NPS je jeho jednoduchos\u0165 a flexibilita. M\u00f4\u017eete ho prisp\u00f4sobi\u0165 a implementova\u0165 do r\u00f4znych odvetv\u00ed a typov podnikania. Poskytuje \u00fadaje o aktu\u00e1lnej spokojnosti z\u00e1kazn\u00edkov,  pom\u00e1ha identifikova\u0165 oblasti, kde je potrebn\u00e9 zlep\u0161enie, a umo\u017e\u0148uje prisp\u00f4sobi\u0165 strat\u00e9gie tak, aby lep\u0161ie vyhovovali potreb\u00e1m va\u0161ich z\u00e1kazn\u00edkov.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\" id=\"ako-vypocitat-nps\">Ako sa NPS vypo\u010d\u00edta<\/h2>\n\n\n\n<p>V\u00fdpo\u010det NPS je pomerne priamo\u010diary a zalo\u017een\u00fd na odpovediach z\u00e1kazn\u00edkov na spom\u00ednan\u00fa k\u013e\u00fa\u010dov\u00fa ot\u00e1zku. Aby ste z\u00edskali va\u0161e NPS sk\u00f3re, sta\u010d\u00ed spravi\u0165 tieto 3 kroky:<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"prieskum\">Krok 1: Prieskum<\/h3>\n\n\n\n<p>Z\u00e1kazn\u00edkom polo\u017e\u00edte ot\u00e1zku: <em>Ak\u00e1 je pravdepodobnos\u0165, \u017ee by ste odporu\u010dili na\u0161u firmu \/ produkt \/ slu\u017ebu&#8230; priate\u013eovi alebo kolegovi? <\/em>Odpovede sa hodnotia na \u0161k\u00e1le od 0 (ve\u013emi nepravdepodobn\u00e9) do 10 (mimoriadne pravdepodobn\u00e9). Forma, akou polo\u017e\u00edte ot\u00e1zku, m\u00f4\u017ee by\u0165 r\u00f4zna, naj\u010dastej\u0161ie ide o webov\u00fd formul\u00e1r s takouto stupnicou.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"kategorizacia-respondentov\">Krok 2: Kategoriz\u00e1cia respondentov<\/h3>\n\n\n\n<p>Na z\u00e1klade odpoved\u00ed sa respondenti rozdelia do troch kateg\u00f3ri\u00ed:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Promot\u00e9ri (9-10)<\/strong>: Spokojn\u00ed z\u00e1kazn\u00edci, ktor\u00ed ve\u013emi pravdepodobne bud\u00fa odpor\u00fa\u010da\u0165 va\u0161u spolo\u010dnos\u0165, produkt alebo slu\u017ebu.<\/li>\n\n\n\n<li><strong>Pas\u00edvni (7-8)<\/strong>: Z\u00e1kazn\u00edci, ktor\u00ed s\u00fa spokojn\u00ed, ale nie s\u00fa ve\u013emi loj\u00e1lni alebo nad\u0161en\u00ed.<\/li>\n\n\n\n<li><strong>Odporcovia (0-6)<\/strong>: Nespokojn\u00ed z\u00e1kazn\u00edci, ktor\u00ed pravdepodobne nebud\u00fa odpor\u00fa\u010da\u0165 va\u0161u spolo\u010dnos\u0165 a m\u00f4\u017eu ju dokonca kritizova\u0165.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"vypocet-nps\">Krok 3: V\u00fdpo\u010det NPS<\/h3>\n\n\n\n<p>NPS sk\u00f3re sa vypo\u010d\u00edta odpo\u010d\u00edtan\u00edm percenta odporcov od percenta promot\u00e9rov. V\u00fdsledn\u00e9 sk\u00f3re m\u00f4\u017ee by\u0165 v rozmedz\u00ed od -100 (v\u0161etci z\u00e1kazn\u00edci s\u00fa odporcovia) do +100 (v\u0161etci z\u00e1kazn\u00edci s\u00fa promot\u00e9ri).<\/p>\n\n\n\n<p><strong>NPS = % promot\u00e9ri \u2013 % odporcovia<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1100\" height=\"393\" src=\"https:\/\/www.websupport.sk\/blogoads\/sites\/2\/2023\/12\/nps-rovnica-1-1100x393.png\" alt=\"Vzorec na vypo\u010d\u00edtanie NPS (Net Promoter Score)\" class=\"wp-image-31067\" srcset=\"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/nps-rovnica-1-1100x393.png 1100w, https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/nps-rovnica-1-300x107.png 300w, https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/nps-rovnica-1-768x274.png 768w, https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/nps-rovnica-1-1200x429.png 1200w, https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/nps-rovnica-1.png 1500w\" sizes=\"auto, (max-width: 1100px) 100vw, 1100px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"priklad-vypoctu\">Pr\u00edklad v\u00fdpo\u010dtu<\/h3>\n\n\n\n<p>V\u00e1\u0161ho prieskumu sa z\u00fa\u010dastnilo 100 z\u00e1kazn\u00edkov. 70 z nich ohodnotilo pravdepodobnos\u0165, \u017ee slu\u017ebu odporu\u010d\u00ed zn\u00e1mym, ako ve\u013emi vysok\u00fa (odpovedali 9 alebo 10). 16 z\u00e1kazn\u00edkov zvolilo odpove\u010f 7 a 8. Toto s\u00fa neutr\u00e1lne hodnoty a vo v\u00fdpo\u010dte s nimi nepracujeme. 14 z\u00e1kazn\u00edkov vybralo hodnotu medzi 0 a\u017e 6.<\/p>\n\n\n\n<p><strong>Promot\u00e9ri<\/strong>: 70 % (70 z\u00e1kazn\u00edkov s hodnotou 9-10\/100 z\u00e1kazn\u00edkov celkovo)<\/p>\n\n\n\n<p><strong>Odporcovia<\/strong>: 14 % (14 z\u00e1kazn\u00edkov s hodnotou 0-6\/100 z\u00e1kazn\u00edkov celkovo)<\/p>\n\n\n\n<p><strong>Vypo\u010det NPS<\/strong>: NPS = % promot\u00e9ri \u2013 % odporcovia<\/p>\n\n\n\n<p>NPS = 56<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\" id=\"preco-merat-nps\">Pre\u010do mera\u0165 NPS<\/h2>\n\n\n\n<p>Pre\u010do by mali spolo\u010dnosti venova\u0165 pozornos\u0165 tejto metrike? <strong>NPS poskytuje vh\u013ead do toho, ako z\u00e1kazn\u00edci vn\u00edmaj\u00fa va\u0161u zna\u010dku, produkty a slu\u017eby<\/strong>. Umo\u017e\u0148uje v\u00e1m lep\u0161ie pochopi\u0165 potreby, o\u010dak\u00e1vania a probl\u00e9my svojich z\u00e1kazn\u00edkov.<\/p>\n\n\n\n<p>Anal\u00fdza d\u00e1t <strong>NPS v\u00e1m pom\u00f4\u017ee identifikova\u0165 oblasti, kde je potrebn\u00e9 zlep\u0161enie<\/strong>. Tie potom m\u00f4\u017eete prisp\u00f4sobi\u0165, aby lep\u0161ie vyhovovali potreb\u00e1m z\u00e1kazn\u00edkov.<\/p>\n\n\n\n<p>Z\u00e1kazn\u00edci, ktor\u00ed by odporu\u010dili va\u0161u spolo\u010dnos\u0165 in\u00fdm, s\u00fa \u010dasto aj loj\u00e1lnej\u0161\u00ed. <strong>Sledovan\u00edm NPS m\u00f4\u017eete monitorova\u0165 a budova\u0165 lojalitu z\u00e1kazn\u00edkov<\/strong>. M\u00f4\u017eete na to naviaza\u0165 \u010fal\u0161ie aktivity a spravi\u0165 z nich skuto\u010dn\u00fdch promot\u00e9rov.<\/p>\n\n\n\n<p>V\u010faka univerz\u00e1lnosti a \u0161irok\u00e9mu pou\u017e\u00edvaniu NPS ide o metriku, ktor\u00e1 <strong>umo\u017e\u0148uje firm\u00e1m porovn\u00e1va\u0165 svoju v\u00fdkonnos\u0165 s konkurentmi<\/strong> \u010di \u0161tandardmi odvetvia, v ktorom p\u00f4sobia.<\/p>\n\n\n\n<p><strong>Spolo\u010dnosti s vy\u0161\u0161\u00edm NPS \u010dasto zaznamen\u00e1vaj\u00fa vy\u0161\u0161\u00ed organick\u00fd rast<\/strong>, preto\u017ee spokojn\u00ed z\u00e1kazn\u00edci s vy\u0161\u0161ou pravdepodobnos\u0165ou odporu\u010dia va\u0161e produkty alebo slu\u017eby \u010falej. A to vedie k z\u00edskaniu nov\u00fdch z\u00e1kazn\u00edkov.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\" id=\"priklady-pouzitia-nps\">Pr\u00edklady pou\u017eitia NPS<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>E-commerce<\/strong> &#8211; pou\u017e\u00edva sa na z\u00edskanie sp\u00e4tnej v\u00e4zby od z\u00e1kazn\u00edkov po n\u00e1kupe. Tieto inform\u00e1cie pom\u00e1haj\u00fa e-shopom identifikova\u0165 oblasti, ktor\u00e9 je potrebn\u00e9 vylep\u0161i\u0165 &#8211; napr\u00edklad kvalitu produktov, r\u00fdchlos\u0165 dodania, alebo kvalitu z\u00e1kazn\u00edckeho servisu.<\/li>\n\n\n\n<li><strong>Banky<\/strong> a in\u00e9 finan\u010dn\u00e9 in\u0161tit\u00facie pou\u017e\u00edvaj\u00fa NPS na meranie spokojnosti svojich klientov so slu\u017ebami, ako s\u00fa online bankovn\u00edctvo, poradenstvo, alebo r\u00fdchlos\u0165 a efekt\u00edvnos\u0165 slu\u017eieb.<\/li>\n\n\n\n<li><strong>SaaS<\/strong> &#8211; technologick\u00e9 spolo\u010dnosti, ktor\u00e9 pon\u00fakaj\u00fa SaaS (<em>software as a service<\/em>), vyu\u017e\u00edvaj\u00fa NPS na z\u00edskanie sp\u00e4tnej v\u00e4zby o pou\u017e\u00edvate\u013eskej sk\u00fasenosti, funkcionalite a podpore.<\/li>\n\n\n\n<li><strong>HORECA<\/strong> &#8211; hotely, re\u0161taur\u00e1cie, leteck\u00e9 spolo\u010dnosti a in\u00e9 firmy v odvetv\u00ed cestovn\u00e9ho ruchu a pohostinstva \u010dasto vyu\u017e\u00edvaj\u00fa NPS na hodnotenie spokojnosti z\u00e1kazn\u00edkov s kvalitou slu\u017eieb, ubytovania, stravovania a celkov\u00e9ho z\u00e1\u017eitku.<\/li>\n\n\n\n<li><strong>Zdravotn\u00edcke zariadenia<\/strong>, ako s\u00fa nemocnice a kliniky, pou\u017e\u00edvaj\u00fa NPS na z\u00edskanie sp\u00e4tnej v\u00e4zby od pacientov o kvalite starostlivosti, pr\u00edstupe person\u00e1lu a pod.<\/li>\n<\/ul>\n\n\n\n<p>Tieto pr\u00edklady ukazuj\u00fa, ako sa NPS pou\u017e\u00edva na z\u00edskanie cenn\u00fdch \u00fadajov a inform\u00e1ci\u00ed, ktor\u00e9 r\u00f4zne biznisy m\u00f4\u017eu vyu\u017ei\u0165 na zlep\u0161enie svojich produktov, slu\u017eieb a z\u00e1kazn\u00edckej sk\u00fasenosti. Ka\u017ed\u00e9 odvetvie vy\u017eaduje \u0161pecifick\u00fd pr\u00edstup k implement\u00e1cii a anal\u00fdze NPS, aby bolo mo\u017en\u00e9 z\u00edska\u0165 pre v\u00e1s <a href=\"https:\/\/growth.design\/case-studies\/nps-surveys\" target=\"_blank\" rel=\"noreferrer noopener\">najrelevantnej\u0161ie a u\u017eito\u010dn\u00e9 inform\u00e1cie<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\" id=\"ako-zlepsit-nps\">Ako zlep\u0161i\u0165 NPS<\/h2>\n\n\n\n<p>Zlep\u0161enie <strong>NPS m\u00f4\u017ee by\u0165 k\u013e\u00fa\u010dov\u00fdm faktorom pre rast<\/strong> a \u00faspech spolo\u010dnosti. Z\u00e1kladom je <strong>akt\u00edvne po\u010d\u00favanie a anal\u00fdza sp\u00e4tnej v\u00e4zby<\/strong> od z\u00e1kazn\u00edkov. Identifikujte, \u010do oce\u0148uj\u00fa a kde vidia priestor na zlep\u0161enie.&nbsp;<\/p>\n\n\n\n<p><strong>R\u00fdchla, efekt\u00edvna a priate\u013esk\u00e1 podpora m\u00f4\u017ee ma\u0165 obrovsk\u00fd dopad na spokojnos\u0165 z\u00e1kazn\u00edkov<\/strong>. Investujte do jej \u0161kolenia a rozvoja v\u00e1\u0161ho t\u00edmu podpory, aby bol schopn\u00fd poskytn\u00fa\u0165 vynikaj\u00face slu\u017eby.<\/p>\n\n\n\n<p>Implementujte n\u00e1stroje a postupy na <strong>z\u00edskavanie pravidelnej sp\u00e4tnej v\u00e4zby<\/strong>. Analyzujte tieto \u00fadaje pravidelne a pou\u017eite ich na formovanie va\u0161ich strategick\u00fdch rozhodnut\u00ed.<\/p>\n\n\n\n<p>Zamerajte sa na <strong>vytvorenie pozit\u00edvnych z\u00e1\u017eitkov va\u0161ich z\u00e1kazn\u00edkov v ka\u017edom kontaktnom bode<\/strong> (touchpointe) so z\u00e1kazn\u00edkom. Toto zah\u0155\u0148a produkt, interakciu s va\u0161imi \u013eu\u010fmi, webov\u00fa str\u00e1nku, podporu a \u010fal\u0161ie.<\/p>\n\n\n\n<p><strong>Nebojte sa experimentova\u0165<\/strong> s nov\u00fdmi sp\u00f4sobmi, ako zlep\u0161i\u0165 z\u00e1kazn\u00edcku sk\u00fasenos\u0165 (CX alebo <em>customer experience<\/em>). Monitorujte v\u00fdsledky a neust\u00e1le sa sna\u017ete zlep\u0161ova\u0165 a optimalizova\u0165 svoje postupy.<\/p>\n\n\n\n<p><strong>Vytvorte kult\u00faru, kde je z\u00e1kazn\u00edk v centre pozornosti<\/strong>. Zaistite, aby v\u0161etci \u010dlenovia t\u00edmu rozumeli d\u00f4le\u017eitosti z\u00e1kazn\u00edckej spokojnosti a boli motivovan\u00ed prispieva\u0165 k jej zlep\u0161eniu.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\" id=\"alternativy\">Alternat\u00edvy<\/h2>\n\n\n\n<p>Okrem NPS existuje mnoho met\u00f3d a frameworkov na meranie z\u00e1kazn\u00edckej spokojnosti a lojality. Aspo\u0148 v skratke sa pozrieme na niektor\u00e9 z nich.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\">Dotazn\u00edk<\/h3>\n\n\n\n<p>Jednoduch\u00fd dotazn\u00edk m\u00f4\u017ee by\u0165 r\u00fdchly a efekt\u00edvny sp\u00f4sob, ako z\u00edska\u0165 cenn\u00fa sp\u00e4tn\u00fa v\u00e4zbu od z\u00e1kazn\u00edkov. D\u00f4le\u017eit\u00e9 je nastavi\u0165 si cie\u013e, \u010do n\u00edm chcete dosiahnu\u0165 a kl\u00e1s\u0165 stru\u010dn\u00e9 a jasn\u00e9 ot\u00e1zky, aby ho z\u00e1kazn\u00edci dokon\u010dili. M\u00f4\u017ee by\u0165 anonymn\u00fd, kedy je predpoklad, \u017ee z\u00e1kazn\u00edci bud\u00fa otvorenej\u0161\u00ed. Motiv\u00e1ciou k \u00fa\u010dasti m\u00f4\u017eu by\u0165 aj stimuly ako napr\u00edklad z\u013eavy, s\u00fa\u0165a\u017ee.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"csat\">CSAT (Customer Satisfaction Score)<\/h3>\n\n\n\n<p>CSAT meria spokojnos\u0165 z\u00e1kazn\u00edkov s konkr\u00e9tnym produktom, slu\u017ebou alebo interakciou. Z\u00e1kazn\u00edci s\u00fa vyzvan\u00ed ohodnoti\u0165 svoju spokojnos\u0165 na \u0161k\u00e1le, obvykle od 1 (ve\u013emi nespokojn\u00fd) do 5 (ve\u013emi spokojn\u00fd). Ide o ve\u013emi konkr\u00e9tnu, jednoduch\u00fa a flexibiln\u00fa met\u00f3du, ktor\u00e1 je v\u0161ak zameran\u00e1 na kr\u00e1tkodob\u00fa spokojnos\u0165 &#8211; nemeria lojalitu.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"ces\">CES (Customer Effort Score)<\/h3>\n\n\n\n<p>CES meria \u00fasilie, ktor\u00e9 musel z\u00e1kazn\u00edk vynalo\u017ei\u0165 na vyrie\u0161enie probl\u00e9mu alebo dosiahnutie cie\u013ea s va\u0161ou spolo\u010dnos\u0165ou. T\u00e1to metrika m\u00f4\u017ee by\u0165 siln\u00fdm prediktorom lojality, ale ide o menej \u0161tandardizovan\u00fa met\u00f3du a nemeria celkov\u00fa spokojnos\u0165.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"clv\">CLV (Customer Lifetime Value)<\/h3>\n\n\n\n<p>CLV je predpokladan\u00e1 celkov\u00e1 hodnota zisku, ktor\u00fd va\u0161a spolo\u010dnos\u0165 m\u00f4\u017ee z\u00edska\u0165 od z\u00e1kazn\u00edka po\u010das celej doby, \u010do je z\u00e1kazn\u00edkom. Poskytuje dlhodob\u00fd poh\u013ead na hodnotu z\u00e1kazn\u00edka a preto&nbsp; podporuje strat\u00e9gie zameran\u00e9 na z\u00e1kazn\u00edka. CLV je zlo\u017eitej\u0161ie na v\u00fdpo\u010det, nako\u013eko sa zameriava na finan\u010dn\u00e9 metriky.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"churn-rate\">Churn Rate<\/h3>\n\n\n\n<p>Ide o mieru odchodu z\u00e1kazn\u00edkov vypo\u010d\u00edtan\u00e1 ako percento z\u00e1kazn\u00edkov, ktor\u00ed opustia slu\u017ebu alebo produkt v ur\u010ditom \u010dasovom obdob\u00ed. Ide o konkr\u00e9tnu a merate\u013en\u00fa met\u00f3du, av\u0161ak je reakt\u00edvna &#8211; zameriava sa na negat\u00edvne metriky a\u017e po tom, \u010do sa udiali.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"qualitative-feedback\">Qualitative Feedback<\/h3>\n\n\n\n<p>Z\u00edskavanie sp\u00e4tnej v\u00e4zby prostredn\u00edctvom rozhovorov alebo prieskumov. M\u00f4\u017ee poskytn\u00fa\u0165 h\u013abkov\u00fd poh\u013ead na z\u00e1kazn\u00edcke sk\u00fasenosti. M\u00f4\u017ee to by\u0165 \u010dasovo n\u00e1ro\u010dn\u00e1 aktivita a sk\u013aznu\u0165 k subjekt\u00edvnemu hodnoteniu.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"social-listening\">Social Listening<\/h3>\n\n\n\n<p>Monitorovanie a anal\u00fdza sp\u00e4tnej v\u00e4zby z\u00e1kazn\u00edkov na soci\u00e1lnych m\u00e9di\u00e1ch a online platform\u00e1ch. Poskytuje skuto\u010dn\u00e9 a neupraven\u00e9 n\u00e1zory z\u00e1kazn\u00edkov; umo\u017e\u0148uje r\u00fdchlu reakciu.<\/p>\n\n\n\n<p>Ka\u017ed\u00e1 z t\u00fdchto met\u00f3d m\u00e1 svoje \u0161pecifick\u00e9 v\u00fdhody a nev\u00fdhody. Vo v\u00e4\u010d\u0161ine pr\u00edpadov je najlep\u0161ie kombinova\u0165 viacer\u00e9 pr\u00edstupy, aby ste z\u00edskali \u00fapln\u00fd a vyv\u00e1\u017een\u00fd poh\u013ead na z\u00e1kazn\u00edcku spokojnos\u0165 a lojalitu. Pri v\u00fdbere met\u00f3d je d\u00f4le\u017eit\u00e9, aby ste zv\u00e1\u017eili ciele, zdroje a \u0161pecifick\u00fd kontext va\u0161ej organiz\u00e1cie.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\" id=\"zaver\">Z\u00e1ver<\/h2>\n\n\n\n<p>Net Promoter Score (NPS) sa stal jedn\u00fdm z najob\u013e\u00fabenej\u0161\u00edch a najviac pou\u017e\u00edvan\u00fdch n\u00e1strojov na meranie z\u00e1kazn\u00edckej spokojnosti a lojality. Meranie NPS poskytuje spolo\u010dnostiam cenn\u00e9 inform\u00e1cie, ktor\u00e9 m\u00f4\u017eu pou\u017ei\u0165 na identifik\u00e1ciu oblast\u00ed na zlep\u0161enie, ktor\u00e9 koreluje s vy\u0161\u0161ou z\u00e1kazn\u00edckou lojalitou, pozit\u00edvnymi odpor\u00fa\u010daniami a udr\u017eate\u013en\u00fdm rastom spolo\u010dnosti.<\/p>\n\n\n\n<p>Av\u0161ak je d\u00f4le\u017eit\u00e9 uvedomi\u0165 si, \u017ee aj ke\u010f je NPS u\u017eito\u010dn\u00fdm n\u00e1strojom, nemali by ste ho pou\u017e\u00edva\u0165 izolovane. Na z\u00edskanie \u00fapln\u00e9ho a holistick\u00e9ho poh\u013eadu na z\u00e1kazn\u00edcku sk\u00fasenos\u0165 je nevyhnutn\u00e9, aby ste kombinovali NPS s \u010fal\u0161\u00edmi met\u00f3dami v\u00fdskumu a anal\u00fdzy. NPS m\u00f4\u017ee by\u0165 s\u00fa\u010das\u0165ou CEM (<em>Customer Experience Management<\/em>) alebo CXM (<em>Customer Experience Management<\/em>), \u010do je proces, ktor\u00fdm firmy spravuj\u00fa a optimalizuj\u00fa interakcie a sk\u00fasenosti z\u00e1kazn\u00edkov s ich zna\u010dkou po\u010das cel\u00e9ho \u017eivotn\u00e9ho cyklu z\u00e1kazn\u00edka. Tento pr\u00edstup je zameran\u00fd na vytv\u00e1ranie pozit\u00edvnych sk\u00fasenost\u00ed pre z\u00e1kazn\u00edka, \u010do vedie k v\u00e4\u010d\u0161ej lojalite, spokojnosti a v kone\u010dnom d\u00f4sledku k rastu firmy.<\/p>\n\n\n\n<p>V dne\u0161nom konkuren\u010dnom obchodnom prostred\u00ed, kde z\u00e1kazn\u00edcka sk\u00fasenos\u0165 a spokojnos\u0165 hraj\u00fa k\u013e\u00fa\u010dov\u00fa \u00falohu v odl\u00ed\u0161ite\u013enosti a raste spolo\u010dnost\u00ed, je systematick\u00e9 a strategickej\u0161ie vyu\u017e\u00edvanie CX nevyhnutnos\u0165ou. CX m\u00f4\u017ee by\u0165 mocn\u00fdm katalyz\u00e1torom inov\u00e1ci\u00ed, v\u00fdkonnosti a \u00faspechu v \u00e9re z\u00e1kazn\u00edcky orientovan\u00e9ho podnikania.<\/p>\n\n\n\n<p><em>Vypo\u010dujte si na z\u00e1ver podcast o tom, ako z\u00e1kazn\u00edcku sk\u00fasenos\u0165 zlep\u0161uj\u00fa v GymBeame:<\/em><\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-spotify wp-block-embed-spotify wp-embed-aspect-21-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"Spotify Embed: Ak ned\u00e1va\u0161 hodnotu z\u00e1kazn\u00edkom, tak len pred\u00e1va\u0161 tovar (Dalibor Cicman, GymBeam)\" style=\"border-radius: 12px\" width=\"100%\" height=\"152\" frameborder=\"0\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\" src=\"https:\/\/open.spotify.com\/embed\/episode\/1x1HgxX3sbcJJedJPjZrSC?si=gV5n2wEUTAOQ7i63SxqPOw&#038;utm_source=oembed\"><\/iframe>\n<\/div><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Ak pred\u00e1vate slu\u017eby alebo produkty, tak bez poch\u00fdb je pre v\u00e1s z\u00e1kazn\u00edk na prvom mieste. Chcete, aby jeho sk\u00fasenos\u0165 bola \u010do najpr\u00edjemnej\u0161ia, aby sa e\u0161te vr\u00e1til a pr\u00edpadne o nej povedal \u010falej. Dnes, ke\u010f sa trh neust\u00e1le men\u00ed a konkurencia je intenz\u00edvnej\u0161ia, z\u00e1kazn\u00edcka spokojnos\u0165 hr\u00e1 k\u013e\u00fa\u010dov\u00fa rolu v \u00faspe\u0161nom biznise. Firmy, ktor\u00e9 vedia pochopi\u0165 aj [&hellip;]<\/p>\n","protected":false},"author":105,"featured_media":31055,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,2855],"tags":[3848,2969],"class_list":["post-30998","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","category-pouzivatel","tag-nps","tag-zakaznicka-spokojnost"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>NPS: Ako mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165? - Websupport blog<\/title>\n<meta name=\"description\" content=\"NPS (Net Promoter Score) je cesta k lep\u0161\u00edm z\u00e1kazn\u00edckym sk\u00fasenostiam a vy\u0161\u0161ej lojalite. Zistite ako na to v na\u0161om najnov\u0161om \u010dl\u00e1nku.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/\" \/>\n<meta property=\"og:locale\" content=\"sk_SK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"NPS: Ako mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165? - Websupport blog\" \/>\n<meta property=\"og:description\" content=\"NPS (Net Promoter Score) je cesta k lep\u0161\u00edm z\u00e1kazn\u00edckym sk\u00fasenostiam a vy\u0161\u0161ej lojalite. Zistite ako na to v na\u0161om najnov\u0161om \u010dl\u00e1nku.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/\" \/>\n<meta property=\"og:site_name\" content=\"Websupport blog\" \/>\n<meta property=\"article:published_time\" content=\"2023-12-19T09:36:55+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-11T20:08:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_FB-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Fero Vol\u00e1r\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@https:\/\/twitter.com\/alian\" \/>\n<meta name=\"twitter:label1\" content=\"Autor\" \/>\n\t<meta name=\"twitter:data1\" content=\"Fero Vol\u00e1r\" \/>\n\t<meta name=\"twitter:label2\" content=\"Predpokladan\u00fd \u010das \u010d\u00edtania\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 min\u00fat\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/\"},\"author\":{\"name\":\"Fero Vol\u00e1r\",\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/#\\\/schema\\\/person\\\/4e569347e06172080631f590112011c9\"},\"headline\":\"Net Promoter Score (NPS): Ako efekt\u00edvne mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165?\",\"datePublished\":\"2023-12-19T09:36:55+00:00\",\"dateModified\":\"2025-03-11T20:08:20+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/\"},\"wordCount\":2532,\"commentCount\":1,\"publisher\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/app\\\/uploads\\\/sites\\\/2\\\/2023\\\/12\\\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_BLOG.png\",\"keywords\":[\"nps\",\"z\u00e1kazn\u00edcka spokojnos\u0165\"],\"articleSection\":[\"Business\",\"Pre pou\u017e\u00edvate\u013eov\"],\"inLanguage\":\"sk-SK\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/\",\"url\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/\",\"name\":\"NPS: Ako mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165? - Websupport blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/app\\\/uploads\\\/sites\\\/2\\\/2023\\\/12\\\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_BLOG.png\",\"datePublished\":\"2023-12-19T09:36:55+00:00\",\"dateModified\":\"2025-03-11T20:08:20+00:00\",\"description\":\"NPS (Net Promoter Score) je cesta k lep\u0161\u00edm z\u00e1kazn\u00edckym sk\u00fasenostiam a vy\u0161\u0161ej lojalite. Zistite ako na to v na\u0161om najnov\u0161om \u010dl\u00e1nku.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/#breadcrumb\"},\"inLanguage\":\"sk-SK\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"sk-SK\",\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/app\\\/uploads\\\/sites\\\/2\\\/2023\\\/12\\\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_BLOG.png\",\"contentUrl\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/app\\\/uploads\\\/sites\\\/2\\\/2023\\\/12\\\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_BLOG.png\",\"width\":1920,\"height\":1080,\"caption\":\"NPS (Net Promoter Score: Ako zmera\u0165 z\u00e1kazn\u00edcku spokojnos\u0165?)\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/2023\\\/12\\\/zakaznicka-spokojnost-a-nps\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Net Promoter Score (NPS): Ako efekt\u00edvne mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/\",\"name\":\"Websupport blog\",\"description\":\"Websupport blog\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"sk-SK\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/#organization\",\"name\":\"Websupport\",\"url\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"sk-SK\",\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/app\\\/uploads\\\/sites\\\/2\\\/2021\\\/08\\\/websupport-logo.svg\",\"contentUrl\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/app\\\/uploads\\\/sites\\\/2\\\/2021\\\/08\\\/websupport-logo.svg\",\"width\":153,\"height\":48,\"caption\":\"Websupport\"},\"image\":{\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/#\\\/schema\\\/person\\\/4e569347e06172080631f590112011c9\",\"name\":\"Fero Vol\u00e1r\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"sk-SK\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/0c9f558efe0fe096629fffe4e95bd8b725d501af1678b8238016e1a5d304b64c?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/0c9f558efe0fe096629fffe4e95bd8b725d501af1678b8238016e1a5d304b64c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/0c9f558efe0fe096629fffe4e95bd8b725d501af1678b8238016e1a5d304b64c?s=96&d=mm&r=g\",\"caption\":\"Fero Vol\u00e1r\"},\"description\":\"Nez\u00e1visl\u00fd profesion\u00e1l v oblasti biznisu, produktov a cloudu. Okrem in\u00e9ho r\u00e1d bloguje, cestuje, predn\u00e1\u0161a, fot\u00ed, miluje hudbu a dobr\u00e9 jedlo.\",\"sameAs\":[\"https:\\\/\\\/alian.info\\\/\",\"https:\\\/\\\/www.instagram.com\\\/alian.info\\\/\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/alian-info\\\/\",\"https:\\\/\\\/x.com\\\/https:\\\/\\\/twitter.com\\\/alian\",\"https:\\\/\\\/vlog.alian.info\"],\"url\":\"https:\\\/\\\/www.websupport.sk\\\/blog\\\/author\\\/fero-volar\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"NPS: Ako mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165? - Websupport blog","description":"NPS (Net Promoter Score) je cesta k lep\u0161\u00edm z\u00e1kazn\u00edckym sk\u00fasenostiam a vy\u0161\u0161ej lojalite. Zistite ako na to v na\u0161om najnov\u0161om \u010dl\u00e1nku.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/","og_locale":"sk_SK","og_type":"article","og_title":"NPS: Ako mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165? - Websupport blog","og_description":"NPS (Net Promoter Score) je cesta k lep\u0161\u00edm z\u00e1kazn\u00edckym sk\u00fasenostiam a vy\u0161\u0161ej lojalite. Zistite ako na to v na\u0161om najnov\u0161om \u010dl\u00e1nku.","og_url":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/","og_site_name":"Websupport blog","article_published_time":"2023-12-19T09:36:55+00:00","article_modified_time":"2025-03-11T20:08:20+00:00","og_image":[{"width":1920,"height":1080,"url":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_FB-2.png","type":"image\/png"}],"author":"Fero Vol\u00e1r","twitter_card":"summary_large_image","twitter_creator":"@https:\/\/twitter.com\/alian","twitter_misc":{"Autor":"Fero Vol\u00e1r","Predpokladan\u00fd \u010das \u010d\u00edtania":"10 min\u00fat"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#article","isPartOf":{"@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/"},"author":{"name":"Fero Vol\u00e1r","@id":"https:\/\/www.websupport.sk\/blog\/#\/schema\/person\/4e569347e06172080631f590112011c9"},"headline":"Net Promoter Score (NPS): Ako efekt\u00edvne mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165?","datePublished":"2023-12-19T09:36:55+00:00","dateModified":"2025-03-11T20:08:20+00:00","mainEntityOfPage":{"@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/"},"wordCount":2532,"commentCount":1,"publisher":{"@id":"https:\/\/www.websupport.sk\/blog\/#organization"},"image":{"@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#primaryimage"},"thumbnailUrl":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_BLOG.png","keywords":["nps","z\u00e1kazn\u00edcka spokojnos\u0165"],"articleSection":["Business","Pre pou\u017e\u00edvate\u013eov"],"inLanguage":"sk-SK","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/","url":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/","name":"NPS: Ako mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165? - Websupport blog","isPartOf":{"@id":"https:\/\/www.websupport.sk\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#primaryimage"},"image":{"@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#primaryimage"},"thumbnailUrl":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_BLOG.png","datePublished":"2023-12-19T09:36:55+00:00","dateModified":"2025-03-11T20:08:20+00:00","description":"NPS (Net Promoter Score) je cesta k lep\u0161\u00edm z\u00e1kazn\u00edckym sk\u00fasenostiam a vy\u0161\u0161ej lojalite. Zistite ako na to v na\u0161om najnov\u0161om \u010dl\u00e1nku.","breadcrumb":{"@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#breadcrumb"},"inLanguage":"sk-SK","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/"]}]},{"@type":"ImageObject","inLanguage":"sk-SK","@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#primaryimage","url":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_BLOG.png","contentUrl":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2023\/12\/Ako-merat-a-zlepsit-zakaznicku-spokojnost_1920x1080_BLOG.png","width":1920,"height":1080,"caption":"NPS (Net Promoter Score: Ako zmera\u0165 z\u00e1kazn\u00edcku spokojnos\u0165?)"},{"@type":"BreadcrumbList","@id":"https:\/\/www.websupport.sk\/blog\/2023\/12\/zakaznicka-spokojnost-a-nps\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.websupport.sk\/blog\/"},{"@type":"ListItem","position":2,"name":"Net Promoter Score (NPS): Ako efekt\u00edvne mera\u0165 a zlep\u0161i\u0165 z\u00e1kazn\u00edcku spokojnos\u0165?"}]},{"@type":"WebSite","@id":"https:\/\/www.websupport.sk\/blog\/#website","url":"https:\/\/www.websupport.sk\/blog\/","name":"Websupport blog","description":"Websupport blog","publisher":{"@id":"https:\/\/www.websupport.sk\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.websupport.sk\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"sk-SK"},{"@type":"Organization","@id":"https:\/\/www.websupport.sk\/blog\/#organization","name":"Websupport","url":"https:\/\/www.websupport.sk\/blog\/","logo":{"@type":"ImageObject","inLanguage":"sk-SK","@id":"https:\/\/www.websupport.sk\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2021\/08\/websupport-logo.svg","contentUrl":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2021\/08\/websupport-logo.svg","width":153,"height":48,"caption":"Websupport"},"image":{"@id":"https:\/\/www.websupport.sk\/blog\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.websupport.sk\/blog\/#\/schema\/person\/4e569347e06172080631f590112011c9","name":"Fero Vol\u00e1r","image":{"@type":"ImageObject","inLanguage":"sk-SK","@id":"https:\/\/secure.gravatar.com\/avatar\/0c9f558efe0fe096629fffe4e95bd8b725d501af1678b8238016e1a5d304b64c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/0c9f558efe0fe096629fffe4e95bd8b725d501af1678b8238016e1a5d304b64c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/0c9f558efe0fe096629fffe4e95bd8b725d501af1678b8238016e1a5d304b64c?s=96&d=mm&r=g","caption":"Fero Vol\u00e1r"},"description":"Nez\u00e1visl\u00fd profesion\u00e1l v oblasti biznisu, produktov a cloudu. Okrem in\u00e9ho r\u00e1d bloguje, cestuje, predn\u00e1\u0161a, fot\u00ed, miluje hudbu a dobr\u00e9 jedlo.","sameAs":["https:\/\/alian.info\/","https:\/\/www.instagram.com\/alian.info\/","https:\/\/www.linkedin.com\/company\/alian-info\/","https:\/\/x.com\/https:\/\/twitter.com\/alian","https:\/\/vlog.alian.info"],"url":"https:\/\/www.websupport.sk\/blog\/author\/fero-volar\/"}]}},"_links":{"self":[{"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/posts\/30998","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/users\/105"}],"replies":[{"embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/comments?post=30998"}],"version-history":[{"count":4,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/posts\/30998\/revisions"}],"predecessor-version":[{"id":31082,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/posts\/30998\/revisions\/31082"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/media\/31055"}],"wp:attachment":[{"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/media?parent=30998"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/categories?post=30998"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/tags?post=30998"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}