{"id":792920,"date":"2023-03-03T11:00:00","date_gmt":"2023-03-03T18:00:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/12-%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa-%d8%a7%d9%84%d8%a3%d8%af%d8%a7%d8%a1-%d8%a7%d9%84%d8%b1%d8%a6%d9%8a%d8%b3%d9%8a%d8%a9-%d9%88%d8%a7%d9%84%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%84%d8%a5%d8%af\/"},"modified":"2023-05-19T17:48:39","modified_gmt":"2023-05-19T17:48:39","slug":"12-%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa-%d8%a7%d9%84%d8%a3%d8%af%d8%a7%d8%a1-%d8%a7%d9%84%d8%b1%d8%a6%d9%8a%d8%b3%d9%8a%d8%a9-%d9%88%d8%a7%d9%84%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%84%d8%a5%d8%af","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/ar\/12-%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa-%d8%a7%d9%84%d8%a3%d8%af%d8%a7%d8%a1-%d8%a7%d9%84%d8%b1%d8%a6%d9%8a%d8%b3%d9%8a%d8%a9-%d9%88%d8%a7%d9%84%d9%85%d9%82%d8%a7%d9%8a%d9%8a%d8%b3-%d9%84%d8%a5%d8%af\/","title":{"rendered":"12 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 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\u0625\u0630\u0627 \u0643\u0646\u062a \u0639\u0644\u0649 \u0627\u0644\u0645\u0633\u0627\u0631 \u0627\u0644\u0635\u062d\u064a\u062d \u0644\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0623\u0647\u062f\u0627\u0641 \u0639\u0645\u0644\u0643 \u0648\u0645\u0639\u0631\u0641\u0629 \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646\u062a \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u0645\u0646\u062a\u062c\u0643 \u062a\u0639\u0645\u0644.<\/p>\n\n<h2 class=\"wp-block-heading\">\u0641\u0647\u0631\u0633 \u0627\u0644\u0645\u062d\u062a\u0648\u0649<\/h2>\n\n<ol>\n<li>\u0645\u0627 \u0647\u064a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a\u061f<\/li>\n\n\n\n<li>\u0644\u0645\u0627\u0630\u0627 \u062a\u0639\u062a\u0628\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0645\u0647\u0645\u0629<\/li>\n\n\n\n<li>12 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0648\u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a<\/li>\n\n\n\n<li>\u0642\u064a\u0627\u0633 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 QuestionPro<\/li>\n\n\n\n<li>\u0627\u0633\u062a\u0646\u062a\u0627\u062c<\/li>\n<\/ol>\n\n<h2 class=\"wp-block-heading\">\u0645\u0627 \u0647\u064a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 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\u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0643\u062f\u0639\u0645 \u0642\u0627\u0626\u0645 \u0639\u0644\u0649 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0644\u0627\u062a\u062e\u0627\u0630 \u0627\u0644\u0642\u0631\u0627\u0631. \u0623\u0646\u0647\u0627 \u062a\u0648\u0641\u0631 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0644\u0627\u0632\u0645\u0629 \u0644\u0625\u0646\u0634\u0627\u0621 \u062e\u0637\u0637 \u0646\u0627\u062c\u062d\u0629.<\/p>\n\n<p>\u062a\u0633\u0627\u0639\u062f \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0641\u064a \u0645\u0639\u0627\u0644\u062c\u0629 \u0645\u0634\u0643\u0644\u0627\u062a \u0645\u062b\u0644:<\/p>\n\n<ul>\n<li><em>\u0643\u064a\u0641 \u064a\u062c\u0628 \u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0625\u0646\u0641\u0627\u0642 \u0645\u064a\u0632\u0627\u0646\u064a\u062a\u0643\u061f<\/em><\/li>\n\n\n\n<li><em>\u0643\u064a\u0641 \u064a\u0645\u0643\u0646\u0643 \u0645\u0639\u0631\u0641\u0629 \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646\u062a \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u0627\u0644\u062c\u062f\u064a\u062f\u0629 \u0641\u0639\u0627\u0644\u0629\u061f<\/em><\/li>\n\n\n\n<li><em>\u0645\u0627 \u0645\u0642\u062f\u0627\u0631 \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0627\u0644\u062a\u064a \u064a\u062d\u0642\u0642\u0647\u0627 \u0645\u0646\u062a\u062c\u0643 \u0628\u0634\u0643\u0644 \u0639\u0627\u0645\u061f<\/em><\/li>\n<\/ul>\n\n<p>\u064a\u0645\u0643\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0628\u0639\u062f\u0629 \u0637\u0631\u0642 \u0628\u0648\u0627\u0633\u0637\u0629 \u0641\u0631\u064a\u0642 \u0627\u0644\u0645\u0646\u062a\u062c \u0627\u0644\u062e\u0627\u0635 \u0628\u0643. \u0641\u0647\u064a \u0644\u0627 \u062a\u0648\u0641\u0631 \u0641\u0642\u0637 \u0648\u0633\u064a\u0644\u0629 \u0644\u0642\u064a\u0627\u0633 \u0646\u062c\u0627\u062d \u0645\u0646\u062a\u062c\u0627\u062a\u0643 \u0648\u0639\u0645\u0644\u0627\u0626\u0643 \u060c \u0648\u0644\u0643\u0646\u0647\u0627 \u0642\u062f \u062a\u0633\u0627\u0639\u062f \u0623\u064a\u0636\u0627 \u0641\u064a \u0627\u062a\u062e\u0627\u0630 \u0627\u0644\u0642\u0631\u0627\u0631.<\/p>\n\n<p>\u064a\u062c\u0628 \u0623\u0646 \u062a\u0633\u062a\u0646\u062f \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u064a \u062a\u062d\u062f\u062f\u0647\u0627 \u0625\u0644\u0649 \u0623\u0647\u062f\u0627\u0641 \u0639\u0645\u0644\u0643 \u060c \u0645\u062b\u0644 \u062a\u0648\u0644\u064a\u062f \u0627\u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062d\u062a\u0645\u0644\u064a\u0646 \u060c \u0648\u062a\u062d\u0633\u064a\u0646 \u0623\u062f\u0627\u0621 \u0645\u0648\u0642\u0639 \u0627\u0644\u0648\u064a\u0628 \u060c \u0648\u062c\u0645\u0639 <a href=\"https:\/\/www.questionpro.com\/feedback-software\/customer-feedback-software.html\">\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u064a\u0632\u0627\u062a \u062c\u062f\u064a\u062f\u0629 \u060c \u0648\u0645\u0627 \u0625\u0644\u0649 \u0630\u0644\u0643.<\/p>\n\n<h2 class=\"wp-block-heading\">\u0644\u0645\u0627\u0630\u0627 \u062a\u0639\u062a\u0628\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0645\u0647\u0645\u0629<\/h2>\n\n<p>\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0645\u0647\u0645\u0629 \u0644\u0623\u0633\u0628\u0627\u0628 \u0639\u062f\u064a\u062f\u0629:<\/p>\n\n<ul>\n<li>\u0625\u0646\u0647\u0627 \u062a\u0648\u0641\u0631 \u0637\u0631\u064a\u0642\u0629 \u0644\u0642\u064a\u0627\u0633 \u0648\u062a\u062a\u0628\u0639 \u0645\u062f\u0649 \u062c\u0648\u062f\u0629 \u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u0646\u062a\u062c \u060c \u0645\u0645\u0627 \u064a\u0633\u0627\u0639\u062f \u0645\u062f\u064a\u0631\u064a \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0639\u0644\u0649 \u0645\u0639\u0631\u0641\u0629 \u0645\u0627 \u064a\u0639\u0645\u0644 \u0628\u0634\u0643\u0644 \u062c\u064a\u062f \u0648\u0645\u0627 \u064a\u062c\u0628 \u062a\u063a\u064a\u064a\u0631\u0647. \u064a\u062a\u064a\u062d \u0644\u0647\u0645 \u0630\u0644\u0643 \u062a\u062d\u062f\u064a\u062f \u0643\u064a\u0641\u064a\u0629 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0646\u062a\u062c \u0628\u0646\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a.<\/li>\n<\/ul>\n\n<ul>\n<li>\u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0648\u0627\u0636\u062d\u0629 \u0648\u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0642\u064a\u0627\u0633 \u0644\u0644\u0645\u0646\u062a\u062c \u060c \u0641\u0625\u0646\u0647\u0627 \u062a\u0633\u0627\u0639\u062f \u0641\u064a \u0645\u0648\u0627\u0621\u0645\u0629 \u0639\u0645\u0644 \u0627\u0644\u0641\u0631\u0642 \u0648\u0627\u0644\u0623\u0634\u062e\u0627\u0635 \u0627\u0644\u0645\u062e\u062a\u0644\u0641\u064a\u0646 \u0641\u064a \u0627\u0644\u0645\u0624\u0633\u0633\u0629.<\/li>\n\n\n\n<li>\u064a\u0645\u0643\u0646\u0647\u0645 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0641\u064a \u0636\u0645\u0627\u0646 \u062a\u0644\u0628\u064a\u0629 \u0627\u0644\u0645\u0646\u062a\u062c \u0644\u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0639\u0645\u0644 \u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u062a\u0628\u0639 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0645\u062b\u0644 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0648\u0627\u0644\u062d\u0635\u0629 \u0627\u0644\u0633\u0648\u0642\u064a\u0629.<\/li>\n\n\n\n<li>\u064a\u0645\u0643\u0646\u0647\u0645 \u062a\u0642\u062f\u064a\u0645 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0645\u0641\u064a\u062f\u0629 \u062d\u0648\u0644 \u0643\u064a\u0641\u064a\u0629 \u0639\u0645\u0644 \u0627\u0644\u0645\u0646\u062a\u062c \u060c \u0648\u0627\u0644\u062a\u064a \u064a\u0645\u0643\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645\u0647\u0627 \u0644\u062a\u0648\u062c\u064a\u0647 \u062a\u0637\u0648\u064a\u0631 \u0627\u0644\u0645\u0646\u062a\u062c \u0641\u064a \u0627\u0644\u0645\u0633\u062a\u0642\u0628\u0644 \u0648\u0642\u0631\u0627\u0631\u0627\u062a \u0627\u0644\u0639\u0645\u0644.<\/li>\n<\/ul>\n\n<p>\u062a\u0636\u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0646\u062c\u0627\u062d \u0627\u0644\u0645\u0646\u062a\u062c \u0644\u0623\u0646\u0647\u0627 \u062a\u0633\u0645\u062d \u0644\u0643 \u0628\u0642\u064a\u0627\u0633 \u0627\u0644\u0623\u062f\u0627\u0621 \u0648\u062a\u062a\u0628\u0639\u0647 \u0648\u0645\u0648\u0627\u0621\u0645\u0629 \u062c\u0647\u0648\u062f\u0643 \u0648\u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u0642\u0627\u0626\u0645\u0629 \u0639\u0644\u0649 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a.<\/p>\n\n<h2 class=\"wp-block-heading\">12 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0648\u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a<\/h2>\n\n<p>\u0641\u064a\u0645\u0627 \u064a\u0644\u064a 12 \u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0648\u0645\u0624\u0634\u0631\u0627\u062a \u0644\u0642\u064a\u0627\u0633 \u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u0646\u062a\u062c \u0648\u062a\u062a\u0628\u0639\u0647:<\/p>\n\n<ol>\n<h3><\/h3><li>\u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS)<\/li>\n<\/ol>\n\n<p>\u062a\u062d\u0633\u0628 NPS \u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0644\u0645\u0646\u062a\u062c.<\/p>\n\n<p>\u0641\u0643\u0631 \u0641\u064a \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0639\u0645\u0644\u0627\u0626\u0643 \u0644\u0644\u0627\u0633\u062a\u0639\u0644\u0627\u0645 \u0627\u0644\u062a\u0627\u0644\u064a:<\/p>\n\n<ul>\n<li><em>\u0647\u0644 \u062a\u0646\u0635\u062d \u0635\u062f\u064a\u0642\u0627 \u0623\u0648 \u0646\u0638\u064a\u0631\u0627 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0647\u0630\u0627 \u0627\u0644\u0645\u0646\u062a\u062c \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629\u061f<\/em><\/li>\n<\/ul>\n\n<p>\u064a\u0639\u0631\u0641 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062d\u0627\u0644\u064a\u0648\u0646 \u0628\u0627\u0633\u0645 \u0627\u0644\u0645\u0631\u0648\u062c\u064a\u0646 \u0644\u0623\u0646\u0647\u0645 \u064a\u0633\u062a\u0637\u064a\u0639\u0648\u0646 \u0646\u0634\u0631 \u0643\u0644\u0645\u0629 \u0634\u0641\u0647\u064a\u0629 \u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u0623\u0648 \u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u062d\u0648\u0644 \u0627\u0644\u0645\u0646\u062a\u062c. \u0627\u0633\u062a\u062e\u062f\u0645 \u062f\u0631\u0627\u0633\u0627\u062a \u0627\u0644\u062d\u0627\u0644\u0629 \u0648\u0627\u0644\u0645\u0642\u0627\u0628\u0644\u0627\u062a \u0644\u0644\u0627\u0633\u062a\u0641\u0627\u062f\u0629 \u0645\u0646 \u0647\u0630\u0647 \u0627\u0644\u062a\u062c\u0627\u0631\u0628 \u0627\u0644\u0645\u0641\u064a\u062f\u0629.<\/p>\n\n<p><em>NPS =\u066a \u0645\u0646 \u0627\u0644\u0645\u0631\u0648\u062c\u064a\u0646 &#8211; \u066a \u0645\u0646 \u0627\u0644\u0645\u0646\u062a\u0642\u062f\u064a\u0646<\/em><\/p>\n\n<p>\u0636\u0639 \u0641\u064a \u0627\u0639\u062a\u0628\u0627\u0631\u0643 \u0627\u0644\u0645\u062f\u0629 \u0627\u0644\u062a\u064a \u064a\u0633\u062a\u063a\u0631\u0642\u0647\u0627 \u0627\u0644\u0645\u0646\u062a\u062c \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062a\u064a \u062a\u0645 \u062a\u0642\u062f\u064a\u0645\u0647\u0627 \u062d\u062f\u064a\u062b\u0627 \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0642\u0648\u0629 \u062f\u0641\u0639. \u064a\u0623\u062e\u0630 NPS \u0623\u064a\u0636\u0627 \u0641\u064a \u0627\u0644\u0627\u0639\u062a\u0628\u0627\u0631 \u0645\u0639\u062f\u0644 \u0627\u0639\u062a\u0645\u0627\u062f \u0645\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u0645\u064a\u0632\u0629 \u0627\u0644\u062c\u062f\u064a\u062f\u0629 \u0648\u062a\u0643\u0631\u0627\u0631 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645.<\/p>\n\n<ol start=\"2\">\n<h3><\/h3><li>\u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)<\/li>\n<\/ol>\n\n<p>CSAT \u0647\u0648 \u0645\u0642\u064a\u0627\u0633 \u064a\u0642\u064a\u0633 \u0645\u062f\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0646 \u0645\u0646\u062a\u062c \u0623\u0648 \u062e\u062f\u0645\u0629 \u0645\u0639\u064a\u0646\u0629. \u0641\u064a \u0647\u0630\u0627 \u0627\u0644\u0646\u0648\u0639 \u0645\u0646 <a href=\"https:\/\/www.questionpro.com\/blog\/surveys\/\">\u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639<\/a> \u060c \u064a\u0637\u0644\u0628 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062a\u0642\u064a\u064a\u0645 \u0645\u062f\u0649 \u0631\u0636\u0627\u0647\u0645 \u0639\u0646 \u0645\u0646\u062a\u062c \u0623\u0648 \u062e\u062f\u0645\u0629 \u0645\u0639\u064a\u0646\u0629 \u0639\u0644\u0649 \u0645\u0642\u064a\u0627\u0633 \u0644\u064a\u0643\u0631\u062a.  <\/p>\n\n<p><em>\u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u062d\u062a\u0648\u064a \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u0639\u0644\u0649 \u0623\u0631\u0642\u0627\u0645 \u0645\u0646 1 \u0625\u0644\u0649 3 \u0623\u0648 \u0645\u0646 1 \u0625\u0644\u0649 5 \u0623\u0648 \u0645\u0646 1 \u0625\u0644\u0649 10.<\/em><\/p>\n\n<p>\u064a\u062a\u0645 \u0642\u064a\u0627\u0633 \u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u0639\u0646 \u0637\u0631\u064a\u0642 \u062c\u0645\u0639 \u0627\u0644\u062f\u0631\u062c\u0627\u062a \u0648\u0627\u0644\u0642\u0633\u0645\u0629 \u0639\u0644\u0649 \u0639\u062f\u062f \u0627\u0644\u0623\u0634\u062e\u0627\u0635 \u0627\u0644\u0630\u064a\u0646 \u0623\u062c\u0627\u0628\u0648\u0627. \u0628\u064a\u0646\u0645\u0627 \u064a\u0642\u064a\u0633 NPS \u0627\u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0627\u0645 \u060c \u064a\u0642\u064a\u0633 CSAT \u0645\u062f\u0649 \u0631\u0636\u0627 \u0627\u0644\u0634\u062e\u0635 \u0639\u0646 \u062e\u062f\u0645\u0629 \u0623\u0648 \u0645\u064a\u0632\u0629 \u0648\u0627\u062d\u062f\u0629 \u0641\u0642\u0637.<\/p>\n\n<p>\u0627\u0633\u062a\u062e\u062f\u0645 CSAT \u0628\u0627\u0646\u062a\u0638\u0627\u0645 \u062d\u062a\u0649 \u062a\u062a\u0645\u0643\u0646 \u062f\u0627\u0626\u0645\u0627 \u0645\u0646 \u0645\u0639\u0631\u0641\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0643\u064a\u0641 \u064a\u062d\u0628\u0648\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u064a\u0632\u0629 \u0645\u0639\u064a\u0646\u0629. \u062a\u0623\u0643\u062f \u0645\u0646 \u0625\u0635\u0644\u0627\u062d \u0634\u0643\u0627\u0648\u0627\u0647\u0645 \u0628\u0646\u0627\u0621 \u0639\u0644\u0649 \u0645\u0644\u0627\u062d\u0638\u0627\u062a\u0647\u0645 \u0644\u0645\u0646\u062d\u0647\u0645 \u0623\u0633\u0628\u0627\u0628\u0627 \u0643\u0627\u0641\u064a\u0629 \u0644\u062a\u062c\u062f\u064a\u062f \u0627\u0644\u0645\u0646\u062a\u062c.<\/p>\n\n<ol start=\"3\">\n<h3><\/h3><li>\u0646\u0642\u0627\u0637 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/li>\n<\/ol>\n\n<p>\u062a\u0642\u064a\u0633 \u0647\u0630\u0647 \u0627\u0644\u0646\u062a\u064a\u062c\u0629 \u0633\u0647\u0648\u0644\u0629 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n\n<p>\u064a\u062a\u0645 \u062d\u0633\u0627\u0628\u0647 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0645\u0637\u0627\u0644\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0627\u0644\u0625\u062c\u0627\u0628\u0629 \u0639\u0644\u0649 \u0623\u0633\u0626\u0644\u0629 \u0645\u062b\u0644 &#8220;\u0645\u0627 \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u062d\u0644 \u0645\u0634\u0643\u0644\u062a\u0643\u061f&#8221; \u0623\u0648 &#8220;\u0645\u0627 \u0645\u0642\u062f\u0627\u0631 \u0627\u0644\u062c\u0647\u062f \u0627\u0644\u0630\u064a \u0627\u0633\u062a\u063a\u0631\u0642\u0647 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0646\u062a\u062c\u0643\u061f&#8221;<\/p>\n\n<p>CES = \u0625\u062c\u0645\u0627\u0644\u064a \u062f\u0631\u062c\u0627\u062a \u0627\u0633\u062a\u0637\u0644\u0627\u0639 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 \/ \u0639\u062f\u062f \u0631\u062f\u0648\u062f \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639.<\/p>\n\n<p>\u0644\u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u062c \u0627\u0644\u0645\u062a\u0639\u0644\u0642\u0629 \u0628\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u060c \u064a\u062e\u0628\u0631\u0643 CES \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646 \u0645\u0646\u062a\u062c\u0643 \u0633\u0647\u0644 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645. \u0625\u0630\u0627 \u0643\u0627\u0646 CES \u0648 CSAT \u0645\u0631\u062a\u0641\u0639\u064a\u0646 \u060c \u0641\u0623\u0646\u062a \u062a\u062c\u0639\u0644 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0645\u0646\u062a\u062c \u0645\u0644\u0627\u0626\u0645\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621. \u062a\u0634\u064a\u0631 \u062f\u0631\u062c\u0629 CES \u0627\u0644\u0645\u0646\u062e\u0641\u0636\u0629 \u0648 CSAT \u0625\u0644\u0649 \u0641\u0631\u0635 \u0627\u0644\u062a\u062d\u0633\u064a\u0646.<\/p>\n\n<ol start=\"4\">\n<h3><\/h3><li>\u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0627\u0644\u0634\u0647\u0631\u064a\u0629 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 (MRR)<\/li>\n<\/ol>\n\n<p>\u064a\u0648\u0636\u062d \u0647\u0630\u0627 \u0645\u0642\u062f\u0627\u0631 \u0627\u0644\u0623\u0645\u0648\u0627\u0644 \u0627\u0644\u062a\u064a \u064a\u062c\u0646\u064a\u0647\u0627 \u0627\u0644\u0645\u0646\u062a\u062c \u0641\u064a \u0627\u0644\u0634\u0647\u0631.<\/p>\n\n<p>\u0644\u0645\u0639\u0631\u0641\u0629 \u0630\u0644\u0643 \u060c \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u0625\u0644\u0642\u0627\u0621 \u0646\u0638\u0631\u0629 \u0639\u0644\u0649 MRR \u0627\u0644\u062e\u0627\u0635 \u0628\u0643 \u0641\u064a \u0628\u062f\u0627\u064a\u0629 \u0627\u0644\u0634\u0647\u0631 \u060c \u0648\u0625\u0636\u0627\u0641\u0629 \u0627\u0644\u0623\u0645\u0648\u0627\u0644 \u0627\u0644\u062a\u064a \u062c\u0646\u064a\u062a\u0647\u0627 \u0645\u0646 \u0639\u0645\u0644\u0627\u0621 \u062c\u062f\u062f \u060c \u0648\u0637\u0631\u062d \u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u0641\u0642\u0648\u062f\u064a\u0646.<\/p>\n\n<p>\u0645\u0646 \u0627\u0644\u0633\u0647\u0644 \u062d\u0633\u0627\u0628 MRR \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u0627\u0644\u0642\u0627\u0626\u0645\u0629 \u0639\u0644\u0649 \u0627\u0644\u0627\u0634\u062a\u0631\u0627\u0643 \u0645\u062b\u0644 SaaS \u060c \u062d\u064a\u062b \u0644\u0627 \u064a\u0634\u062a\u0631\u064a \u0627\u0644\u0639\u0645\u064a\u0644 \u0623\u064a \u0634\u064a\u0621 \u0622\u062e\u0631 \u0628\u0639\u062f \u0623\u0646 \u064a\u0635\u0628\u062d \u0639\u0645\u064a\u0644\u0627 \u0645\u062a\u0643\u0631\u0631\u0627.<\/p>\n\n<ol start=\"5\">\n<h3><\/h3><li>\u0645\u0639\u062f\u0644 \u062a\u062d\u0648\u064a\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/li>\n<\/ol>\n\n<p>\u0647\u0630\u0627 \u064a\u0642\u064a\u0633 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062d\u0648\u064a\u0644 \u0627\u0644\u062e\u0627\u0635 \u0628\u0643 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062d\u062a\u0645\u0644\u064a\u0646 \u0625\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u064a\u0645\u0643\u0646 \u0632\u064a\u0627\u062f\u0629 \u0625\u064a\u0631\u0627\u062f\u0627\u062a\u0643 \u0628\u0634\u0643\u0644 \u0643\u0628\u064a\u0631 \u0639\u0646 \u0637\u0631\u064a\u0642 \u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u062a\u062d\u0648\u064a\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062a\u062f\u0631\u064a\u062c\u064a\u0627.<\/p>\n\n<p>\u064a\u0645\u0643\u0646 \u062d\u0633\u0627\u0628\u0647 \u0628\u0642\u0633\u0645\u0629 \u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u0627\u0643\u062a\u0633\u0628\u062a\u0647\u0645 \u0641\u064a \u0634\u0647\u0631 \u0645\u0639\u064a\u0646 \u0639\u0644\u0649 \u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062d\u062a\u0645\u0644\u064a\u0646 \u0627\u0644\u0630\u064a\u0646 \u062a\u0645\u062a \u0625\u0636\u0627\u0641\u062a\u0647\u0645 \u062e\u0644\u0627\u0644 \u0646\u0641\u0633 \u0627\u0644\u0634\u0647\u0631.<\/p>\n\n<p>\u062c\u0645\u064a\u0639 \u0627\u0644\u0645\u0628\u0627\u062f\u0631\u0627\u062a \u0627\u0644\u062a\u0633\u0648\u064a\u0642\u064a\u0629 \u060c \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u0647\u0630\u0647 \u0627\u0644\u0645\u0628\u0627\u062f\u0631\u0629 \u060c \u0627\u0639\u062a\u0645\u0627\u062f\u0627 \u0639\u0644\u0649 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0648\u064a\u0644 \u060c \u0648\u0645\u0646 \u0627\u0644\u0645\u0647\u0645 \u0623\u0646 \u064a\u0643\u0648\u0646 \u0644\u062f\u064a\u0643 \u0645\u0639\u062f\u0644 \u062a\u062d\u0648\u064a\u0644 \u0645\u0631\u062a\u0641\u0639.<\/p>\n\n<ol start=\"6\">\n<h3><\/h3><li>\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0639\u0627\u0626\u062f \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645 (ARPU)<\/li>\n<\/ol>\n\n<p>\u062a\u0633\u0627\u0639\u062f\u0643 \u0645\u0639\u0631\u0641\u0629 \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0639\u0627\u0626\u062f \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645 (ARPU) \u0639\u0644\u0649 \u062a\u0633\u0639\u064a\u0631 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0627\u0644\u062c\u062f\u064a\u062f\u0629 \u0648\u0631\u0641\u0639 \u0623\u0633\u0639\u0627\u0631 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0627\u0644\u062d\u0627\u0644\u064a\u0629. \u064a\u0645\u0643\u0646 \u062d\u0633\u0627\u0628 \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0627\u0644\u0634\u0647\u0631\u064a\u0629 \u0623\u0648 \u0627\u0644\u0633\u0646\u0648\u064a\u0629 \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 ARPU.<\/p>\n\n<p>\u064a\u0645\u0643\u0646 \u062a\u0642\u064a\u064a\u0645 ARPU \u0644\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 \u0627\u0644\u062c\u062f\u062f \u0648\u0627\u0644\u062d\u0627\u0644\u064a\u064a\u0646. \u064a\u0639\u062a\u0645\u062f \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0639\u0627\u0626\u062f \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645 \u0644\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 \u0627\u0644\u062c\u062f\u062f \u0639\u0644\u0649 \u0627\u0644\u062d\u0633\u0627\u0628\u0627\u062a \u0628\u0639\u062f \u062e\u0637\u0629 \u0627\u0644\u0627\u0634\u062a\u0631\u0627\u0643 \u060c \u0623\u0648 \u062a\u0645 \u062a\u0639\u062f\u064a\u0644 \u0633\u0639\u0631 \u0627\u0644\u0645\u0646\u062a\u062c \u060c \u0628\u064a\u0646\u0645\u0627 \u064a\u0639\u062a\u0645\u062f \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u0648\u0646 \u0627\u0644\u062d\u0627\u0644\u064a\u0648\u0646 \u0639\u0644\u0649 \u0627\u0644\u0623\u0631\u0642\u0627\u0645 \u0642\u0628\u0644 \u062a\u0639\u062f\u064a\u0644 \u0627\u0644\u0633\u0639\u0631.<\/p>\n\n<p><em>ARPU = \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0627\u0644\u0634\u0647\u0631\u064a\u0629 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \/ \u0625\u062c\u0645\u0627\u0644\u064a \u0639\u062f\u062f \u0627\u0644\u062d\u0633\u0627\u0628\u0627\u062a.<\/em><\/p>\n\n<p>\u0625\u0630\u0627 \u0643\u0646\u062a \u062a\u0631\u063a\u0628 \u0641\u064a \u0645\u0642\u0627\u0631\u0646\u0629 \u0646\u0641\u0633\u0643 \u0628\u0645\u0646\u0627\u0641\u0633\u064a\u0643 \u060c \u0623\u0648 \u062a\u0642\u064a\u064a\u0645 \u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062d\u0648\u0627\u0630 \u060c \u0623\u0648 \u062a\u0642\u0633\u064a\u0645 \u0639\u0645\u0644\u0627\u0626\u0643 \u0644\u0631\u0641\u0639 \u0627\u0644\u0623\u0633\u0639\u0627\u0631 \u060c \u0641\u0627\u0633\u062a\u062e\u062f\u0645 ARPU \u0643\u0645\u0642\u064a\u0627\u0633 \u0644\u0644\u0623\u062f\u0627\u0621.<\/p>\n\n<p>MRR \u0648 ARPU \u0647\u064a \u0645\u0624\u0634\u0631\u0627\u062a \u062c\u064a\u062f\u0629 \u0644\u0635\u062d\u0629 \u0627\u0644\u0634\u0631\u0643\u0629 \u060c \u062e\u0627\u0635\u0629 \u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0634\u0631\u0643\u0627\u062a SaaS.<\/p>\n\n<ol start=\"7\">\n<h3><\/h3><li>\u062a\u0643\u0644\u0641\u0629 \u0627\u0643\u062a\u0633\u0627\u0628 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/li>\n<\/ol>\n\n<p>\u0627\u0644\u062a\u0648\u0633\u0639 \u0628\u062d\u0643\u0645\u0629 \u0623\u0645\u0631 \u0636\u0631\u0648\u0631\u064a \u0644\u0643\u0644 \u0645\u0624\u0633\u0633\u0629. \u0643\u0644 \u0634\u0631\u0643\u0629 \u062a\u062f\u0641\u0639 \u0627\u0644\u0643\u062b\u064a\u0631 \u0644\u0627\u0643\u062a\u0633\u0627\u0628 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0639\u0646\u062f\u0645\u0627 \u064a\u0643\u0644\u0641 \u0645\u0646\u062a\u062c\u0643 1 \u062f\u0648\u0644\u0627\u0631 \u060c \u0644\u0627 \u064a\u0645\u0643\u0646\u0643 \u062a\u062d\u0645\u0644 10 \u062f\u0648\u0644\u0627\u0631\u0627\u062a \u0644\u0643\u0644 \u0639\u0645\u064a\u0644. \u0647\u0630\u0627 \u0627\u0646\u062a\u062d\u0627\u0631 \u0645\u0627\u0644\u064a.<\/p>\n\n<p>\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u0633\u062a\u062d\u0648\u0627\u0630 \u0647\u064a \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0645\u062a\u0648\u0642\u0639\u0629 \u0644\u0643\u0633\u0628 \u0639\u0645\u064a\u0644 \u0648\u0627\u062d\u062f \u0644\u0634\u0631\u0643\u062a\u0643. \u0625\u0630\u0627 \u0643\u0646\u062a \u062a\u0631\u063a\u0628 \u0641\u064a \u0625\u062f\u0627\u0631\u0629 \u0646\u0634\u0627\u0637 \u062a\u062c\u0627\u0631\u064a \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0637\u0648\u064a\u0644 \u060c \u0641\u064a\u062c\u0628 \u0639\u0644\u064a\u0643 \u0642\u064a\u0627\u0633 CAC.<\/p>\n\n<p>\u064a\u0634\u0645\u0644 CAC \u0627\u0644\u062a\u0633\u0648\u064a\u0642 \u0648\u0627\u0644\u0645\u0628\u064a\u0639\u0627\u062a \u0648\u0627\u0644\u0646\u0641\u0642\u0627\u062a \u0627\u0644\u0639\u0627\u0645\u0629 \u0648\u0627\u0644\u0625\u0639\u0644\u0627\u0646 \u0648\u0627\u0644\u0628\u0631\u0627\u0645\u062c \u0648\u0645\u0627 \u0625\u0644\u0649 \u0630\u0644\u0643. \u064a\u0645\u0643\u0646 \u0644\u062d\u0633\u0627\u0628 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0643\u0644 \u0639\u0645\u064a\u0644 \u062a\u0642\u062f\u064a\u0631 \u062a\u0643\u0627\u0644\u064a\u0641 \u0627\u0643\u062a\u0633\u0627\u0628 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0627\u0644\u0645\u0633\u062a\u0642\u0628\u0644.<\/p>\n\n<p><em>CAC = \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0623\u0645\u0648\u0627\u0644 \u0627\u0644\u062a\u064a \u062a\u0645 \u0625\u0646\u0641\u0627\u0642\u0647\u0627 \/ \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u062a\u0645 \u0625\u0646\u0634\u0627\u0624\u0647\u0645.<\/em><\/p>\n\n<ol start=\"8\">\n<h3><\/h3><li>\u0642\u064a\u0645\u0629 \u0639\u0645\u0631 \u0627\u0644\u0639\u0645\u064a\u0644<\/li>\n<\/ol>\n\n<p>\u062a\u062a\u064a\u062d \u0644\u0643 \u0627\u0644\u0642\u064a\u0645\u0629 \u0627\u0644\u062f\u0627\u0626\u0645\u0629 \u0644\u0644\u0639\u0645\u064a\u0644 \u062a\u0642\u062f\u064a\u0631 \u0627\u0644\u0623\u0631\u0628\u0627\u062d \u0627\u0644\u062f\u0627\u0626\u0645\u0629 \u0644\u0644\u0639\u0645\u064a\u0644. \u064a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0645\u0642\u062f\u0627\u0631 \u0627\u0644\u0631\u0628\u062d \u0627\u0644\u0630\u064a \u0642\u062f \u062a\u062a\u0648\u0642\u0639\u0647 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0642\u0628\u0644 \u0623\u0646 \u064a\u062a\u0648\u0642\u0641 \u0639\u0646 \u0625\u0646\u0641\u0627\u0642 \u0627\u0644\u0623\u0645\u0648\u0627\u0644 \u0645\u0639\u0643.<\/p>\n\n<p>\u0645\u0627 \u0647\u064a \u0627\u0644\u0646\u0642\u0637\u0629\u061f \u0644\u0623\u0646\u0647 \u064a\u0633\u0627\u0639\u062f\u0643 \u0639\u0644\u0649 \u062a\u062d\u062f\u064a\u062f \u062a\u0643\u0627\u0644\u064a\u0641 \u0627\u0643\u062a\u0633\u0627\u0628 \u0627\u0644\u0645\u0633\u062a\u0647\u0644\u0643. \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0630\u064a \u0644\u062f\u064a\u0647 CLV \u0628\u0642\u064a\u0645\u0629 5000 \u062f\u0648\u0644\u0627\u0631 \u064a\u0633\u062a\u062d\u0642 50 \u062f\u0648\u0644\u0627\u0631\u0627 \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u064a\u0647. \u062a\u0633\u0627\u0639\u062f\u0643 \u0647\u0630\u0647 \u0627\u0644\u0623\u0631\u0642\u0627\u0645 \u0639\u0644\u0649 \u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u062a\u062c\u0627\u0631\u064a\u0629 \u062d\u0643\u064a\u0645\u0629 \u0644\u0644\u062a\u0633\u0648\u064a\u0642 \u0648\u062a\u0633\u0639\u064a\u0631 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a.<\/p>\n\n<p><em>CLV = \u0645\u062a\u0648\u0633\u0637 \u0639\u0645\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 * \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0644\u0643\u0644 \u0645\u0633\u062a\u062e\u062f\u0645<\/em><\/p>\n\n<p>\u0627\u0633\u062a\u062e\u062f\u0645 \u0647\u0630\u0627 \u0627\u0644\u0625\u062c\u0631\u0627\u0621 \u0644\u0627\u062e\u062a\u064a\u0627\u0631 \u0642\u0646\u0648\u0627\u062a \u0627\u0643\u062a\u0633\u0627\u0628 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0647\u0645. \u0633\u064a\u0633\u0627\u0639\u062f\u0643 \u0623\u064a\u0636\u0627 \u0639\u0644\u0649 \u062a\u062d\u062f\u064a\u062f \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646 \u062a\u0633\u0639\u064a\u0631 \u0645\u0646\u062a\u062c\u0643 \u062e\u0627\u0637\u0626\u0627 \u0623\u0648 \u0625\u0630\u0627 \u0643\u0646\u062a \u0628\u062d\u0627\u062c\u0629 \u0625\u0644\u0649 \u0628\u064a\u0639\u0647 \u0628\u0634\u0643\u0644 \u0645\u062e\u062a\u0644\u0641 \u0644\u062c\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u0633\u062a\u0639\u062f\u0627\u062f \u0644\u0625\u0646\u0641\u0627\u0642 \u0627\u0644\u0645\u0632\u064a\u062f.<\/p>\n\n<ol start=\"9\">\n<h3><\/h3><li>\u0639\u062f\u062f \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 \u0627\u0644\u0646\u0634\u0637\u064a\u0646<\/li>\n<\/ol>\n\n<p>\u0647\u0644 \u062a\u062d\u062a\u0641\u0638 \u0628\u0639\u0645\u0644\u0627\u0621 \u062c\u062f\u062f \u0628\u0639\u062f \u0627\u0644\u062a\u0633\u0648\u064a\u0642 \u0627\u0644\u0642\u0648\u064a\u061f \u064a\u0638\u0647\u0631 \u062a\u0641\u0627\u0639\u0644 \u0645\u0648\u0642\u0639\u0643 \u0623\u0646 \u0645\u0646\u062a\u062c\u0643 \u064a\u0644\u0628\u064a \u0627\u0644\u062a\u0648\u0642\u0639\u0627\u062a.<\/p>\n\n<p>\u0625\u0630\u0627 \u0643\u0627\u0646 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0623\u0641\u0636\u0644 \u060c \u0627\u0633\u0623\u0644 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 \u0639\u0646 \u0627\u0644\u0633\u0628\u0628. \u0623\u0631\u0633\u0644 \u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0625\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0645\u0639\u0631\u0641\u0629 \u0623\u064a\u0646 \u064a\u0645\u0643\u0646\u0643 \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0648\u0643\u064a\u0641 \u064a\u0645\u0643\u0646\u0647\u0645 \u0627\u0644\u0627\u0633\u062a\u0641\u0627\u062f\u0629 \u0645\u0646 \u0645\u0646\u062a\u062c\u0643 \u0628\u0634\u0643\u0644 \u0623\u0643\u0628\u0631.<\/p>\n\n<p>\u062a\u0633\u0647\u0644 \u062d\u0644\u0648\u0644 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639 \u0639\u0628\u0631 \u0627\u0644\u0625\u0646\u062a\u0631\u0646\u062a \u0645\u062b\u0644 <strong>QuestionPro<\/strong> \u0645\u0633\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u062f\u0631\u062c\u0627\u062a NPS \u0648 CSAT \u0648 CES.<\/p>\n\n<ol start=\"10\">\n<h3><\/h3><li>\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u0633\u062a\u0628\u0642\u0627\u0621<\/li>\n<\/ol>\n\n<p>\u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u064a\u0642\u064a\u0645\u0648\u0646 \u0645\u0639\u0643 \u0628\u0639\u062f \u0648\u0642\u062a \u0645\u0639\u064a\u0646. \u062a\u0642\u064a\u0633 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0647\u0630\u0647 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0625\u0630\u0627 \u0627\u0646\u062e\u0641\u0636 \u0645\u0639\u062f\u0644 \u062f\u0648\u0631\u0627\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u060c \u0641\u062a\u062d\u0642\u0642 \u0645\u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646\u062a \u0642\u062f \u062a\u0645 \u062a\u0646\u0641\u064a\u0630 \u062a\u0643\u062a\u064a\u0643\u0627\u062a \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u0646\u062a\u0638\u0645\u0629.<\/p>\n\n<p>\u063a\u0627\u0644\u0628\u0627 \u0645\u0627 \u062a\u0647\u0645\u0644 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062d\u0627\u0644\u064a\u064a\u0646 \u0644\u0635\u0627\u0644\u062d \u0639\u0645\u0644\u0627\u0621 \u062c\u062f\u062f \u062f\u0648\u0646 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u0627\u062d\u062a\u0641\u0627\u0638.<\/p>\n\n<p><em>\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 = (\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0646\u0647\u0627\u064a\u0629 \u0641\u062a\u0631\u0629 \u0632\u0645\u0646\u064a\u0629) &#8211; (\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062c\u062f\u062f \/ \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0627\u0644\u0628\u062f\u0627\u064a\u0629) * 100<\/em><\/p>\n\n<p>\u062a\u0630\u0643\u0631 \u0623\u0646 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0645\u0633\u062a\u0647\u0644\u0643\u064a\u0646 \u062c\u062f\u062f \u0623\u0633\u0647\u0644 \u0645\u0646 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0647\u0645. \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0623\u0643\u0628\u0631 \u0633\u0646\u0627 \u064a\u0646\u0641\u0642\u0648\u0646 \u0623\u0643\u062b\u0631. \u0633\u0624\u0627\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0633\u0627\u0628\u0642\u064a\u0646 \u0639\u0646 \u0633\u0628\u0628 \u0645\u063a\u0627\u062f\u0631\u062a\u0647\u0645 \u0647\u0648 \u0637\u0631\u064a\u0642\u0629 \u0623\u062e\u0631\u0649 \u0644\u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u0627\u0633\u062a\u0628\u0642\u0627\u0621.<\/p>\n\n<ol start=\"11\">\n<h3><\/h3><li>\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062e\u062a\u0644\u0627\u0637<\/li>\n<\/ol>\n\n<p>\u0627\u0644\u0627\u062e\u062a\u0644\u0627\u0637 \u0648\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0647\u0645\u0627 \u0627\u0644\u0623\u0636\u062f\u0627\u062f. \u064a\u0642\u064a\u0633 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u063a\u064a\u064a\u0631 \u0639\u062f\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 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\u0633\u0639\u0627\u062f\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n\n<ol start=\"12\">\n<h3><\/h3><li>\u062d\u0631\u0643\u0629 \u0627\u0644\u0645\u0631\u0648\u0631 \u0627\u0644\u0639\u0636\u0648\u064a\u0629 \u0645\u0642\u0627\u0628\u0644 \u062d\u0631\u0643\u0629 \u0627\u0644\u0645\u0631\u0648\u0631 \u0627\u0644\u0645\u062f\u0641\u0648\u0639\u0629<\/li>\n<\/ol>\n\n<p>\u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u0645\u0646\u062d\u0643 \u0645\u0639\u0631\u0641\u0629 \u0645\u0635\u062f\u0631 \u062d\u0631\u0643\u0629 \u0627\u0644\u0645\u0631\u0648\u0631 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643 \u0623\u064a\u0636\u0627 \u0623\u0641\u0643\u0627\u0631\u0627 \u062c\u062f\u064a\u062f\u0629. \u0639\u0646\u062f \u0642\u064a\u0627\u0633 \u0639\u062f\u062f \u0627\u0644\u0632\u064a\u0627\u0631\u0627\u062a \u0627\u0644\u0645\u062f\u0641\u0648\u0639\u0629\u060c \u064a\u0645\u0643\u0646\u0643 \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0642\u0646\u0648\u0627\u062a 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\u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS) \u0648\u0646\u0642\u0627\u0637 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CES) \u0635\u0627\u0646\u0639\u064a \u0627\u0644\u0642\u0631\u0627\u0631 \u062f\u0631\u062c\u0629 \u0633\u0647\u0644\u0629 \u0627\u0644\u0641\u0647\u0645 \u0628\u0646\u0627\u0621 \u0639\u0644\u0649 \u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639.<\/li>\n\n\n\n<li><strong>\u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a:<\/strong> \u062a\u062d\u062a\u0648\u064a \u0627\u0644\u0645\u0646\u0635\u0629 \u0639\u0644\u0649 \u0627\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0627\u0644\u0623\u062f\u0648\u0627\u062a \u0644\u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u062a\u064a \u064a\u0645\u0643\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645\u0647\u0627 \u0644\u0644\u0646\u0638\u0631 \u0641\u064a \u0646\u062a\u0627\u0626\u062c 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