为什么企业的客户满意度得分保持得很好,经营效益却越来越差?为什么高客户满意度没有带来高营业额?近两年出现一种论调:汽车领域的客户满意度研究已经走进了死胡同,以净推荐值(NPS)为代表的专注于客户忠诚度方面的研究才更有意义。这种观点认为,测量客户推荐一个品牌或企业的可能性,相比了解他们对该品牌或企业的体验的满意度,能更好地评估这些客户可能给企业带来的效益。简言之就是,客户忠诚度与企业效益的关联性更高,更有价值。同时,目前还存在这样的现象:客 Why corporate customer satisfaction score maintained well, operating efficiency is getting worse? Why high customer satisfaction did not bring high turnover? Appear in the past two years a tone: the field of automotive customer satisfaction research has come into Dead ends, research focused on customer loyalty, represented by net recommendation values ​​(NPS), makes more sense. This view suggests that measuring the likelihood of a customer recommending a brand or business compares favorably to their satisfaction with the brand or business experience to better evaluate the benefits these customers may bring to the business. In short, customer loyalty is more relevant and valuable to the business. At the same time, there are still such phenomena: customer