{"id":1667,"date":"2023-04-19T15:45:46","date_gmt":"2023-04-19T06:45:46","guid":{"rendered":"https:\/\/comachilab.jp\/cx\/?p=1667"},"modified":"2024-07-30T09:43:56","modified_gmt":"2024-07-30T00:43:56","slug":"%e3%83%95%e3%82%a3%e3%83%bc%e3%83%89%e3%83%90%e3%83%83%e3%82%af%e8%aa%bf%e6%9f%bb%e3%81%ab%e3%81%8a%e3%81%91%e3%82%8b%e4%ba%8c%e9%a0%85%e5%af%be%e7%ab%8b%e5%9e%8b%ef%bc%88yes-no%ef%bc%89%e8%b3%aa","status":"publish","type":"post","link":"https:\/\/comachilab.jp\/cx\/blogs\/2023\/04\/19\/%e3%83%95%e3%82%a3%e3%83%bc%e3%83%89%e3%83%90%e3%83%83%e3%82%af%e8%aa%bf%e6%9f%bb%e3%81%ab%e3%81%8a%e3%81%91%e3%82%8b%e4%ba%8c%e9%a0%85%e5%af%be%e7%ab%8b%e5%9e%8b%ef%bc%88yes-no%ef%bc%89%e8%b3%aa\/","title":{"rendered":"\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u8abf\u67fb\u306b\u304a\u3051\u308b\u4e8c\u9805\u5bfe\u7acb\u578b\uff08Yes\/No\uff09\u8cea\u554f\u3092\u907f\u3051\u3066\u3001\u306a\u308b\u3079\u304f\u56de\u7b54\u3057\u3084\u3059\u3044\u69cb\u6210\u3068\u3059\u308b\u65b9\u6cd5\u306f\uff1f"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">\u306f\u3058\u3081\u306b<\/h2>\n\n\n\n<p>\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u306e\u91cd\u8981\u6027\u306f\u591a\u304f\u306e\u4f01\u696d\u3084\u7814\u7a76\u8005\u306b\u8a8d\u8b58\u3055\u308c\u3066\u3044\u307e\u3059\u304c\u3001\u52b9\u679c\u7684\u306a\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u8a2d\u8a08\u3059\u308b\u6280\u8853\u306b\u3064\u3044\u3066\u306f\u610f\u5916\u3068\u77e5\u3089\u308c\u3066\u3044\u306a\u3044\u306e\u304c\u73fe\u72b6\u3067\u3059\u3002\u9069\u5207\u306b\u8a2d\u8a08\u3055\u308c\u305f\u30a2\u30f3\u30b1\u30fc\u30c8\u306f\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u6210\u9577\u3084\u7814\u7a76\u306e\u9032\u5c55\u306b\u4e0d\u53ef\u6b20\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u4e00\u65b9\u3067\u3001\u4e0d\u9069\u5207\u306a\u8a2d\u8a08\u306f\u8aa4\u3063\u305f\u7d50\u8ad6\u3084\u610f\u601d\u6c7a\u5b9a\u306b\u3064\u306a\u304c\u308b\u5371\u967a\u6027\u3092\u306f\u3089\u3093\u3067\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u672c\u8a18\u4e8b\u3067\u306f\u3001\u771f\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u5f15\u304d\u51fa\u3059\u305f\u3081\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u8a2d\u8a08\u306e\u30b3\u30c4\u3084\u3001\u3088\u304f\u9665\u308a\u304c\u3061\u306a\u843d\u3068\u3057\u7a74\u3001\u305d\u3057\u3066\u52b9\u679c\u7684\u306a\u4ee3\u66ff\u624b\u6cd5\u306b\u3064\u3044\u3066\u8a73\u3057\u304f\u89e3\u8aac\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u77e5\u8b58\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u3042\u306a\u305f\u306e\u8abf\u67fb\u3084\u30d3\u30b8\u30cd\u30b9\u3092\u4e00\u6b69\u524d\u9032\u3055\u305b\u308b\u305f\u3081\u306e\u8cb4\u91cd\u306a\u30d2\u30f3\u30c8\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u30a2\u30f3\u30b1\u30fc\u30c8\u4f5c\u6210\u306e\u57fa\u672c\u539f\u5247<\/h2>\n\n\n\n<p>\u30a2\u30f3\u30b1\u30fc\u30c8\u4f5c\u6210\u306f\u4e00\u898b\u7c21\u5358\u306b\u601d\u3048\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u304c\u3001\u5b9f\u969b\u306b\u306f\u591a\u304f\u306e\u8003\u616e\u70b9\u304c\u3042\u308a\u307e\u3059\u3002\u30a2\u30f3\u30b1\u30fc\u30c8\u306e\u672c\u8cea\u306f\u3001\u30d3\u30b8\u30cd\u30b9\u3084\u7814\u7a76\u306e\u9577\u6240\u3068\u77ed\u6240\u3092\u660e\u78ba\u306b\u3057\u3001\u6210\u9577\u3084\u6539\u5584\u306b\u5f79\u7acb\u3066\u308b\u305f\u3081\u306e\u4e00\u9023\u306e\u8cea\u554f\u304b\u3089\u6210\u308a\u7acb\u3063\u3066\u3044\u307e\u3059\u3002\u52b9\u679c\u7684\u306a\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u4f5c\u6210\u3059\u308b\u306b\u306f\u3001\u4ee5\u4e0b\u306e\u57fa\u672c\u539f\u5247\u3092\u7406\u89e3\u3057\u3001\u5b9f\u8df5\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>\u660e\u78ba\u306a\u76ee\u7684\u306e\u8a2d\u5b9a\uff1a<br>\u30a2\u30f3\u30b1\u30fc\u30c8\u306e\u76ee\u7684\u3092\u660e\u78ba\u306b\u5b9a\u7fa9\u3059\u308b\u3053\u3068\u304b\u3089\u59cb\u3081\u307e\u3057\u3087\u3046\u3002\u4f55\u3092\u77e5\u308a\u305f\u3044\u306e\u304b\u3001\u3069\u306e\u3088\u3046\u306a\u6d1e\u5bdf\u3092\u5f97\u305f\u3044\u306e\u304b\u3092\u5177\u4f53\u7684\u306b\u6c7a\u3081\u3066\u304a\u304f\u3053\u3068\u3067\u3001\u7684\u78ba\u306a\u8cea\u554f\u3092\u8a2d\u8a08\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n\n\n\n<li>\u30aa\u30fc\u30d7\u30f3\u30a8\u30f3\u30c9\u3068\u30af\u30ed\u30fc\u30ba\u30a8\u30f3\u30c9\u306e\u8cea\u554f\u306e\u30d0\u30e9\u30f3\u30b9\uff1a<br>\u30aa\u30fc\u30d7\u30f3\u30a8\u30f3\u30c9\u8cea\u554f\u306f\u56de\u7b54\u8005\u306e\u81ea\u7531\u306a\u610f\u898b\u3092\u5f15\u304d\u51fa\u3059\u306e\u306b\u9069\u3057\u3066\u3044\u307e\u3059\u304c\u3001\u5206\u6790\u306b\u6642\u9593\u304c\u304b\u304b\u308a\u307e\u3059\u3002\u4e00\u65b9\u3001\u30af\u30ed\u30fc\u30ba\u30a8\u30f3\u30c9\u8cea\u554f\u306f\u8fc5\u901f\u306a\u56de\u7b54\u3068\u5206\u6790\u304c\u53ef\u80fd\u3067\u3059\u304c\u3001\u8a73\u7d30\u306a\u60c5\u5831\u3092\u5f97\u308b\u306e\u306f\u96e3\u3057\u3044\u3067\u3059\u3002\u4e21\u8005\u3092\u30d0\u30e9\u30f3\u30b9\u826f\u304f\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u5e45\u5e83\u3044\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n\n\n\n<li>\u8cea\u554f\u306e\u9806\u5e8f\u3068\u6d41\u308c\uff1a<br>\u8cea\u554f\u306e\u9806\u5e8f\u306f\u56de\u7b54\u8005\u306e\u5fc3\u7406\u306b\u5927\u304d\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u3002\u4e00\u822c\u7684\u306a\u8cea\u554f\u304b\u3089\u5177\u4f53\u7684\u306a\u8cea\u554f\u3078\u3001\u7c21\u5358\u306a\u8cea\u554f\u304b\u3089\u96e3\u3057\u3044\u8cea\u554f\u3078\u3068\u5f90\u3005\u306b\u9032\u3081\u3066\u3044\u304f\u3053\u3068\u3067\u3001\u56de\u7b54\u8005\u306e\u8ca0\u62c5\u3092\u8efd\u6e1b\u3057\u3001\u3088\u308a\u6b63\u78ba\u306a\u56de\u7b54\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n\n\n\n<li>\u9069\u5207\u306a\u8cea\u554f\u30bf\u30a4\u30d7\u306e\u9078\u629e\uff1a<br>30\u4ee5\u4e0a\u3042\u308b\u8cea\u554f\u30bf\u30a4\u30d7\u306e\u4e2d\u304b\u3089\u3001\u76ee\u7684\u306b\u5408\u3063\u305f\u3082\u306e\u3092\u9078\u629e\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u4f8b\u3048\u3070\u3001\u6e80\u8db3\u5ea6\u3092\u6e2c\u308b\u5834\u5408\u306f\u30ea\u30c3\u30ab\u30fc\u30c8\u5c3a\u5ea6\u3001\u512a\u5148\u9806\u4f4d\u3092\u6c7a\u3081\u308b\u5834\u5408\u306f\u30e9\u30f3\u30ad\u30f3\u30b0\u8cea\u554f\u306a\u3069\u3001\u9069\u5207\u306a\u8cea\u554f\u30bf\u30a4\u30d7\u3092\u9078\u3076\u3053\u3068\u3067\u3001\u3088\u308a\u7cbe\u5ea6\u306e\u9ad8\u3044\u56de\u7b54\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">\u4e8c\u9805\u5bfe\u7acb\u578b\u8cea\u554f\u306e\u843d\u3068\u3057\u7a74<\/h2>\n\n\n\n<p>\u30af\u30ed\u30fc\u30ba\u30c9\u30a8\u30f3\u30c9\u578b\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u3088\u304f\u898b\u3089\u308c\u308b\u306e\u304c\u3001\u4e8c\u9805\u5bfe\u7acb\u578b\u306e\u8cea\u554f\u306e\u904e\u5ea6\u306a\u4f7f\u7528\u3067\u3059\u3002Yes\/No\u3084True\/False\u306e\u3088\u3046\u306a\u4e8c\u629e\u306e\u56de\u7b54\u3057\u304b\u8a31\u5bb9\u3057\u306a\u3044\u3053\u308c\u3089\u306e\u8cea\u554f\u306f\u3001\u4e00\u898b\u30b7\u30f3\u30d7\u30eb\u3067\u56de\u7b54\u3057\u3084\u3059\u3044\u3088\u3046\u306b\u601d\u3048\u307e\u3059\u3002\u3057\u304b\u3057\u3001\u5b9f\u969b\u306b\u306f\u9069\u5207\u306a\u60c5\u5831\u3092\u5f97\u308b\u306e\u306b\u5927\u304d\u306a\u9650\u754c\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u4e8c\u9805\u5bfe\u7acb\u578b\u8cea\u554f\u306e\u554f\u984c\u70b9\uff1a<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>\u60c5\u5831\u306e\u5236\u9650\uff1a\u4e8c\u629e\u306e\u56de\u7b54\u3067\u306f\u3001\u56de\u7b54\u8005\u306e\u771f\u306e\u8003\u3048\u3084\u611f\u60c5\u3092\u5341\u5206\u306b\u8868\u73fe\u3067\u304d\u307e\u305b\u3093\u3002<\/li>\n\n\n\n<li>\u4e2d\u9593\u7684\u306a\u610f\u898b\u306e\u6392\u9664\uff1a\u300c\u3069\u3061\u3089\u3067\u3082\u306a\u3044\u300d\u3084\u300c\u90e8\u5206\u7684\u306b\u8cdb\u6210\u300d\u3068\u3044\u3063\u305f\u4e2d\u9593\u7684\u306a\u610f\u898b\u3092\u53ce\u96c6\u3067\u304d\u307e\u305b\u3093\u3002<\/li>\n\n\n\n<li>\u30d0\u30a4\u30a2\u30b9\u306e\u30ea\u30b9\u30af\uff1a\u8cea\u554f\u306e\u4ed5\u65b9\u306b\u3088\u3063\u3066\u306f\u3001\u7279\u5b9a\u306e\u56de\u7b54\u306b\u8a98\u5c0e\u3057\u3066\u3057\u307e\u3046\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n\n\n\n<li>\u8a73\u7d30\u306a\u6d1e\u5bdf\u306e\u6b20\u5982\uff1a\u300c\u306a\u305c\u305d\u3046\u601d\u3046\u306e\u304b\u300d\u3068\u3044\u3046\u7406\u7531\u3084\u80cc\u666f\u3092\u77e5\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u305b\u3093\u3002<\/li>\n<\/ol>\n\n\n\n<p>\u4e8c\u9805\u5bfe\u7acb\u578b\u306e\u8cea\u554f\u306f\u3001\u7279\u5b9a\u306e\u72b6\u6cc1\u4e0b\u3067\u306f\u8fc5\u901f\u306a\u56de\u7b54\u3092\u5f97\u3089\u308c\u308b\u5229\u70b9\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u4f7f\u7528\u3059\u308b\u5834\u9762\u3092\u614e\u91cd\u306b\u9078\u3076\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u4f8b\u3048\u3070\u3001\u5358\u7d14\u306a\u4e8b\u5b9f\u78ba\u8a8d\u3084\u3001\u521d\u671f\u30b9\u30af\u30ea\u30fc\u30cb\u30f3\u30b0\u306b\u306f\u9069\u3057\u3066\u3044\u307e\u3059\u304c\u3001\u8907\u96d1\u306a\u610f\u898b\u3084\u611f\u60c5\u3092\u63a2\u308b\u5834\u5408\u306b\u306f\u907f\u3051\u308b\u3079\u304d\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u52b9\u679c\u7684\u306a\u4ee3\u66ff\u8cea\u554f\u6cd5<\/h2>\n\n\n\n<p>\u4e8c\u9805\u5bfe\u7acb\u578b\u8cea\u554f\u306e\u9650\u754c\u3092\u514b\u670d\u3059\u308b\u305f\u3081\u306b\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u4ee3\u66ff\u7684\u306a\u8cea\u554f\u65b9\u6cd5\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3092\u304a\u52e7\u3081\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>CSAT\uff08Customer Satisfaction Score\uff09\uff1a<br>CSAT\u306f\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u95a2\u3059\u308b\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u6307\u6a19\u3067\u3059\u3002\u901a\u5e38\u30015\u6bb5\u968e\u30847\u6bb5\u968e\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u8a55\u4fa1\u3057\u3066\u3082\u3089\u3044\u3001\u3088\u308a\u8a73\u7d30\u306a\u6e80\u8db3\u5ea6\u306e\u5ea6\u5408\u3044\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ol>\n\n\n\n<p>\u4f8b\uff1a\u300c\u4eca\u56de\u306e\u30b5\u30fc\u30d3\u30b9\u306b\u3069\u306e\u7a0b\u5ea6\u6e80\u8db3\u3057\u3066\u3044\u307e\u3059\u304b\uff1f\u300d<br>\uff081\uff1a\u975e\u5e38\u306b\u4e0d\u6e80 \uff5e 5\uff1a\u975e\u5e38\u306b\u6e80\u8db3\uff09<\/p>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li>NPS\uff08Net Promoter Score\uff09\uff1a<br>NPS\u306f\u30d6\u30e9\u30f3\u30c9\u3084\u4f01\u696d\u3078\u306e\u9867\u5ba2\u306e\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u8a55\u4fa1\u3059\u308b\u6307\u6a19\u3067\u3059\u3002\u300c\u63a8\u5968\u5ea6\u300d\u30920\u304b\u308910\u306e11\u6bb5\u968e\u3067\u8a55\u4fa1\u3057\u3066\u3082\u3089\u3044\u3001\u63a8\u5968\u8005\u3001\u4e2d\u7acb\u8005\u3001\u6279\u5224\u8005\u306e\u5272\u5408\u3092\u7b97\u51fa\u3057\u307e\u3059\u3002<\/li>\n<\/ol>\n\n\n\n<p>\u4f8b\uff1a\u300c\u5f53\u793e\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u53cb\u4eba\u3084\u540c\u50da\u306b\u52e7\u3081\u308b\u53ef\u80fd\u6027\u306f\u3069\u306e\u304f\u3089\u3044\u3067\u3059\u304b\uff1f\u300d<br>\uff080\uff1a\u5168\u304f\u52e7\u3081\u306a\u3044 \uff5e 10\uff1a\u975e\u5e38\u306b\u52e7\u3081\u308b\uff09<\/p>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\">\n<li>CES\uff08Customer Effort Score\uff09\uff1a<br>CES\u306f\u9867\u5ba2\u304c\u554f\u3044\u5408\u308f\u305b\u3084\u8981\u671b\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306e\u52b4\u529b\u306e\u5ea6\u5408\u3044\u3092\u8a08\u6e2c\u3059\u308b\u6307\u6a19\u3067\u3059\u3002\u30b5\u30fc\u30d3\u30b9\u306e\u4f7f\u3044\u3084\u3059\u3055\u3084\u554f\u984c\u89e3\u6c7a\u306e\u5bb9\u6613\u3055\u3092\u8a55\u4fa1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ol>\n\n\n\n<p>\u4f8b\uff1a\u300c\u4eca\u56de\u306e\u554f\u984c\u89e3\u6c7a\u306b\u3069\u306e\u7a0b\u5ea6\u306e\u52b4\u529b\u3092\u8981\u3057\u307e\u3057\u305f\u304b\uff1f\u300d<br>\uff081\uff1a\u975e\u5e38\u306b\u5c11\u306a\u3044\u52b4\u529b \uff5e 7\uff1a\u975e\u5e38\u306b\u591a\u304f\u306e\u52b4\u529b\uff09<\/p>\n\n\n\n<ol start=\"4\" class=\"wp-block-list\">\n<li>\u30ea\u30ab\u30fc\u30c8\u30b9\u30b1\u30fc\u30eb\uff1a<br>\u30ea\u30ab\u30fc\u30c8\u30b9\u30b1\u30fc\u30eb\u306f\u3001\u30b9\u30c6\u30fc\u30c8\u30e1\u30f3\u30c8\u306b\u5bfe\u3059\u308b\u540c\u610f\u306e\u5ea6\u5408\u3044\u3092\u901a\u5e385\u6bb5\u968e\u30847\u6bb5\u968e\u3067\u8a55\u4fa1\u3059\u308b\u65b9\u6cd5\u3067\u3059\u3002\u3088\u308a\u8a73\u7d30\u306a\u610f\u898b\u306e\u5206\u5e03\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ol>\n\n\n\n<p>\u4f8b\uff1a\u300c\u5f53\u793e\u306e\u88fd\u54c1\u306f\u4f7f\u3044\u3084\u3059\u3044\u3068\u601d\u3044\u307e\u3059\u3002\u300d<br>\uff081\uff1a\u5f37\u304f\u540c\u610f\u3057\u306a\u3044 \uff5e 5\uff1a\u5f37\u304f\u540c\u610f\u3059\u308b\uff09<\/p>\n\n\n\n<ol start=\"5\" 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