{"id":566115,"date":"2022-12-09T02:17:36","date_gmt":"2022-12-09T10:17:36","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=566115"},"modified":"2022-12-09T02:17:36","modified_gmt":"2022-12-09T10:17:36","slug":"net-promoter-score-survey","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/sv\/net-promoter-score-survey\/","title":{"rendered":"Den kompletta guiden till Net Promoter Score"},"content":{"rendered":"<h3 class=\"ft-macro-main-title\"><span>Vad \u00e4r en NPS-unders\u00f6kning (Net Supporter Score)?<\/span><\/h3>\n<p class=\"ft-macro-description\"><span>Enk\u00e4ten Net Promoter Score (NPS) best\u00e5r av en enda fr\u00e5ga som m\u00e4ter hur sannolikt det \u00e4r att dina kunder h\u00e4nvisar ditt f\u00f6retag till andra.\u00a0Kundupplevelse \u00e4r en indikator p\u00e5 kundn\u00f6jdhet och varum\u00e4rkeslojalitet.\u00a0Svaren p\u00e5 NPS-enk\u00e4ten anv\u00e4nds f\u00f6r att generera en po\u00e4ng mellan -100 och 100.\u00a0NPS-po\u00e4ngen anv\u00e4nds f\u00f6r att kategorisera kunder och hj\u00e4lpa f\u00f6retag att f\u00f6rb\u00e4ttra sin upplevelse.<\/span><\/p>\n<h3 class=\"ft-macro-main-title\"><span>Net Promoter Score NPS-unders\u00f6kningsfr\u00e5ga<\/span><\/h3>\n<p class=\"ft-macro-description\"><span>Typiska NPS-enk\u00e4ter best\u00e5r av bara en fr\u00e5ga.<\/span><\/p>\n<p class=\"ft-macro-description\"><i><span>Med tanke p\u00e5 all din erfarenhet av v\u00e5rt f\u00f6retag, hur troligt \u00e4r det att du rekommenderar oss till din v\u00e4n eller kollega?<\/span><\/i><\/p>\n<p class=\"ft-macro-description\"><span>Svarsalternativen \u00e4r ordnade horisontellt mellan 0-10.<\/span><\/p>\n<p><img decoding=\"async\" class=\"macro-image-popup lazyloaded\" src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/Net-Promoter-Score-question.png\" alt=\"Net Promoter Points fr\u00e5ga\" data-src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/Net-Promoter-Score-question.png\" data-toggle=\"modal\" data-target=\"#imagePopUpModal\" \/><\/p>\n<p class=\"ft-macro-description\"><span>Enligt po\u00e4ngen faller kunderna in i en av tre kategorier.<\/span><\/p>\n<ul class=\"ft-macro-select-option-list\">\n<li><b><span>Promoters<\/span><\/b><span>\u00a0\u00a0\u00a0: Kunder som ger 9 eller 10 och \u00e4r n\u00f6jda med dina tj\u00e4nster.\u00a0De \u00e4r lojala entusiaster och kan visa sig vara publicister f\u00f6r ditt f\u00f6retag.\u00a0De kommer med stor sannolikhet att rekommendera ditt f\u00f6retag till personer i deras sociala eller professionella kretsar.<\/span><\/li>\n<li><b><span>Skulder<\/span><\/b><span>\u00a0\u00a0\u00a0: Kunder som f\u00e5r 7 eller 8 och har en genomsnittlig erfarenhet av ditt f\u00f6retag.\u00a0De \u00e4r n\u00f6jda med dina tj\u00e4nster, men om de f\u00e5r chansen kan de ers\u00e4tta dina konkurrenter.\u00a0De har en neutral attityd \u2013 de sprider inte negativ mun till mun, men de marknadsf\u00f6r inte ditt varum\u00e4rke heller.<\/span><\/li>\n<li><b><span>Liten skala<\/span><\/b><span>\u00a0\u00a0\u00a0: kunder som f\u00e5r under 6 och inte \u00e4r n\u00f6jda med dina produkter eller tj\u00e4nster.\u00a0De delar sina d\u00e5liga erfarenheter med andra och skadar f\u00f6retagets rykte.\u00a0De vill inte k\u00f6pa dina produkter eller tj\u00e4nster igen och de avskr\u00e4cker andra.<\/span><\/li>\n<\/ul>\n<h3 class=\"ft-macro-main-title\"><span>Net Supporter Score ber\u00e4kning med formel<\/span><\/h3>\n<p class=\"ft-macro-description\"><span>NPS ber\u00e4knas genom att subtrahera andelen belackare fr\u00e5n andelen supportrar.<\/span><\/p>\n<p class=\"ft-macro-description\"><span>F\u00f6r att ber\u00e4kna antalet f\u00f6respr\u00e5kare, subtrahera antalet passiva och motst\u00e5ndare fr\u00e5n det totala antalet svarande.<\/span><\/p>\n<p class=\"ft-macro-description\"><span>Uppt\u00e4ck:\u00a0\u00a0\u00a0<\/span><a class=\"ft-anchor-link-macro\" href=\"https:\/\/www.questionpro.com\/blog\/nps-considered-good-net-promoter-score\/\"><span>vad \u00e4r ett bra Net Promoter Rating?<\/span><\/a><\/p>\n<p><img decoding=\"async\" class=\"macro-image-popup lazyloaded\" src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/NPS-formula.jpg\" alt=\"NPS formel\" data-src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/NPS-formula.jpg\" data-toggle=\"modal\" data-target=\"#imagePopUpModal\" \/><\/p>\n<h3 class=\"ft-macro-main-title\"><span>Exempel p\u00e5 en Net Promoter Rating-fr\u00e5ga<\/span><\/h3>\n<p class=\"ft-macro-description\"><span>Ta ett kaf\u00e9 som vill ber\u00e4kna sin butiks Net Promoter Score.\u00a0Resultaten ger dem insikt i kundupplevelsen och hur sannolikt deras kunder \u00e4r att h\u00e4nvisa sitt kaf\u00e9 till andra.<\/span><\/p>\n<p class=\"ft-macro-description\"><span>F\u00f6rutsatt att de st\u00e4llde NPS-fr\u00e5gor till 100 kunder, gav 40 kunder betyg p\u00e5 sina produkter och tj\u00e4nster med 9, 20 betygsatte sina produkter och tj\u00e4nster med 10, 20 med 7, 10 med 8 och 10 kunder med 6 eller l\u00e4gre.<\/span><\/p>\n<p class=\"ft-macro-description\"><span>D\u00e4rf\u00f6r \u00e4r klassificeringen av kunder som f\u00f6ljer.<\/span><br \/>\n<span>Anh\u00e4ngare = 40 + 20 (po\u00e4ng 9 och h\u00f6gre) Passiv =<\/span><br \/>\n<span>20 + 20 (po\u00e4ng 7-8)<\/span><br \/>\n<span>F\u00f6rnekare = 10 (po\u00e4ng 6 och l\u00e4gre)<\/span><\/p>\n<p class=\"ft-macro-description\"><span>Kaf\u00e9f\u00f6retaget kan anv\u00e4nda NPS-po\u00e4ngen f\u00f6r att interagera med f\u00f6rbipasserande och belackare f\u00f6r att l\u00e4ra sig mer om deras problem.\u00a0De kan arbeta med f\u00f6rb\u00e4ttringsomr\u00e5den och se till att deras kunder f\u00e5r en fantastisk upplevelse.\u00a0Kundfeedback hj\u00e4lper dem att prioritera och f\u00f6rst\u00e5 vad som \u00e4r viktigast f\u00f6r dem.<\/span><\/p>\n<p class=\"ft-macro-description\"><span>L\u00e5t oss s\u00e4ga att passiva och illvilliga kunder tycker att butiken borde ha b\u00e4ttre belysning och sittplatser.\u00a0Dessa datapunkter best\u00e4mmer d\u00e4rf\u00f6r NPS-po\u00e4ngen.<\/span><\/p>\n<p class=\"ft-macro-description\"><span>En analys av nyckeldrivkrafter hj\u00e4lper kaf\u00e9et att b\u00e4ttre f\u00f6rst\u00e5 sin m\u00e5lgrupp och vilken strategi man ska ta f\u00f6r olika kundsegment.<\/span><\/p>\n<h3 class=\"ft-macro-main-title\"><span>Typer av Net Promoter Rating-fr\u00e5gor<\/span><\/h3>\n<p class=\"ft-macro-description\"><span>Beroende p\u00e5 djupet av insikter som ska samlas in, \u00e4r NPS-fr\u00e5gor uppdelade i 2 typer.<\/span><\/p>\n<ol class=\"ft-macro-select-option-list\" type=\"1\">\n<li><b><span>Grundl\u00e4ggande NPS-fr\u00e5ga<\/span><\/b><span>\u00a0\u00a0\u00a0: Respondenterna ombeds att betygs\u00e4tta p\u00e5 en skala fr\u00e5n 0-10.\u00a0NPS-unders\u00f6kningar med dessa fr\u00e5getyper best\u00e5r av bara en fr\u00e5ga.<\/span><\/li>\n<li><b><span>NPS plus-fr\u00e5ga<\/span><\/b><span>\u00a0\u00a0\u00a0:\u00a0\u00a0\u00a0<\/span><a class=\"ft-anchor-link-macro\" href=\"https:\/\/www.questionpro.com\/features\/advanced-net-promoter-score.html\"><span>Fr\u00e5gatypen NPS plus<\/span><\/a><span>\u00a0\u00a0\u00a0\u00e4r en kombination av NPS, rotorsak och kommentarer.\u00a0Det l\u00e5ter deltagarna dela med sig av orsakerna bakom sina po\u00e4ng och ge detaljerad feedback genom kommentarsrutan.<\/span><\/li>\n<\/ol>\n<h3 class=\"ft-macro-main-title\"><span>Anv\u00e4ndning av enk\u00e4tfr\u00e5gan Net Promoter Rating<\/span><\/h3>\n<p class=\"ft-macro-description\"><span>F\u00f6rutom att ber\u00e4kna en \u00f6vergripande NPS f\u00f6r din organisation kan du anv\u00e4nda en NPS-fr\u00e5ga f\u00f6r att f\u00e5 po\u00e4ng f\u00f6r produkter eller tj\u00e4nster, webbplats, butik eller kundsupport.<\/span><\/p>\n<p class=\"ft-macro-description\"><span>Medan NPS-unders\u00f6kningar mest \u00e4r till f\u00f6r kunder, kan du ocks\u00e5 anv\u00e4nda NPS-unders\u00f6kningen f\u00f6r anst\u00e4llda.\u00a0Resultatet \u00e4r k\u00e4nt som att k\u00f6ra NPS (eNPS).\u00a0eNPS m\u00e4ter sannolikheten att dina anst\u00e4llda h\u00e4nvisar din arbetsplats till sina v\u00e4nner.\u00a0Det \u00e4r en indikator p\u00e5 anst\u00e4lldas h\u00e4lsa och \u00e5terkoppling p\u00e5 den \u00f6vergripande arbetsmilj\u00f6n.<\/span><\/p>\n<ul class=\"ft-macro-select-option-list\">\n<li><b><span>F\u00f6rb\u00e4ttra kundupplevelsen<\/span><\/b><span>\u00a0\u00a0\u00a0: Utan en NPS-unders\u00f6kning blir det sv\u00e5rt att f\u00e5 en tydlig bild av hur m\u00e5nga av dina kunder som \u00e4r st\u00f6djande, passiva och kr\u00e4nkande.\u00a0NPS-fr\u00e5gan g\u00f6r det enkelt att ta reda p\u00e5 om du beh\u00f6ver f\u00f6rb\u00e4ttra den \u00f6vergripande kundupplevelsen.\u00a0Ofta \u00e4r d\u00e5lig kundservice ansvarig f\u00f6r l\u00e5g kundn\u00f6jdhet, kundlojalitet och h\u00f6g niv\u00e5 av f\u00f6rakt.\u00a0L\u00e4gg till \u00f6ppna fr\u00e5gor till dina unders\u00f6kningar f\u00f6r att samla in detaljerad feedback och dela den med dina frontlinjeagenter.\u00a0Detta kommer att hj\u00e4lpa dem att b\u00e4ttre l\u00f6sa kundfr\u00e5gor.<\/span><\/li>\n<li><b><span>St\u00e4ng feedbackslingan<\/span><\/b><span>\u00a0\u00a0\u00a0: Du kan kombinera NPS-fr\u00e5gan med en \u00f6ppen textfr\u00e5ga s\u00e5 att deltagarna kan dela sin detaljerade feedback.\u00a0De kan ge f\u00f6retag mer information om deras framtidsutsikter och f\u00f6rb\u00e4ttringsomr\u00e5den.<\/span><\/li>\n<li><b><span>F\u00f6rs\u00e4ljningsprognos<\/span><\/b><span>\u00a0\u00a0\u00a0: En bra NPS-po\u00e4ng betyder att dina nuvarande kunder \u00e4r mer ben\u00e4gna att k\u00f6pa dina produkter i framtiden.\u00a0Det l\u00e5ter dig f\u00f6rutse framtida f\u00f6rs\u00e4ljning och planera dina handlingar d\u00e4refter.<\/span><\/li>\n<li><b><span>Skapa en f\u00f6rs\u00e4ljnings- och marknadsf\u00f6ringsstrategi<\/span><\/b><span>\u00a0\u00a0\u00a0: Du kan s\u00e4lja eller korss\u00e4lja dina produkter och tj\u00e4nster till promotorer.\u00a0Ibland kan det f\u00f6rb\u00e4ttra deras upplevelse genom att utbilda missbrukare om r\u00e4tt produkter och tj\u00e4nster.\u00a0En l\u00e4mplig marknadsf\u00f6ringskampanj kan uppm\u00e4rksamma r\u00e4tt m\u00e5lgrupp p\u00e5 r\u00e4tt l\u00f6sningar.\u00a0Eftersom kunder \u00e4r indelade i olika kategorier kan marknadsf\u00f6rare skapa riktade kampanjer f\u00f6r vilken grupp m\u00e4nniskor som helst.<\/span><\/li>\n<\/ul>\n<h3 class=\"ft-macro-main-title\"><span>F\u00f6rdelar med NPS-unders\u00f6kningsfr\u00e5gan<\/span><\/h3>\n<ul class=\"ft-macro-select-option-list\">\n<li><b><span>L\u00e4tt att anv\u00e4nda och svara p\u00e5<\/span><\/b><span>\u00a0\u00a0\u00a0: NPS-fr\u00e5gan \u00e4r l\u00e4tt att anv\u00e4nda f\u00f6r marknadsforskare.\u00a0F\u00f6r att skapa en NPS-unders\u00f6kning m\u00e5ste du dra och sl\u00e4ppa fr\u00e5getypen i en online-unders\u00f6kningsprogramvara.\u00a0Respondenterna m\u00e5ste klicka p\u00e5 ett av svarsalternativen f\u00f6r att skicka in sitt svar.\u00a0Det tar inte mycket tid att dela sin feedback.<\/span><\/li>\n<li><b><span>V\u00e4xa verksamheten<\/span><\/b><span>\u00a0\u00a0\u00a0: Svar p\u00e5 NPS-fr\u00e5gan ger insikt i hur du kan f\u00f6rb\u00e4ttra kundupplevelsen och \u00f6ka kundn\u00f6jdheten.\u00a0N\u00f6jda kunder \u00e4r mer ben\u00e4gna att bli dina varum\u00e4rkesambassad\u00f6rer och marknadsf\u00f6ra ditt f\u00f6retag utan att spendera n\u00e5gra betalda resurser.<\/span><\/li>\n<li><b><span>Beh\u00e5lla befintliga kunder<\/span><\/b><span>\u00a0\u00a0\u00a0: Att beh\u00e5lla befintliga kunder \u00e4r mer kostnadseffektivt \u00e4n att skaffa en ny kund.\u00a0NPS-unders\u00f6kningsfr\u00e5gan hj\u00e4lper dig att identifiera missn\u00f6jda kunder.\u00a0Att arbeta p\u00e5 deras feedback kommer att f\u00e5 dem att k\u00f6pa dina produkter eller tj\u00e4nster.<\/span><\/li>\n<li><b><span>J\u00e4mf\u00f6r med branschriktm\u00e4rken<\/span><\/b><span>\u00a0\u00a0\u00a0: Ta reda p\u00e5 hur du klarar dig p\u00e5 m\u00e5lmarknaden och j\u00e4mf\u00f6r ditt NPS-resultat med branschledare.\u00a0En j\u00e4mf\u00f6rande analys hj\u00e4lper dig att k\u00e4nna till luckorna och vilka \u00e5tg\u00e4rder du beh\u00f6ver vidta f\u00f6r att f\u00f6rb\u00e4ttra.<\/span><\/li>\n<\/ul>\n<h3 class=\"ft-macro-main-title\"><span>Net Supporter Score (NPS) m\u00e4tinstrumentpanel och j\u00e4mf\u00f6rande NPS-unders\u00f6kningsanalys<\/span><\/h3>\n<p class=\"ft-macro-description\"><span>Ett av de kritiska syftena med NPS-m\u00e4tning \u00e4r att m\u00e4ta hur den f\u00f6r\u00e4ndras \u00f6ver tid.\u00a0Det kr\u00e4ver en grafisk analys av data som samlats in \u00f6ver tid med hj\u00e4lp av NPS-enk\u00e4ten som variabel.<\/span><\/p>\n<p class=\"ft-macro-description\"><span>QuestionPro NPS Survey Dashboard tillhandah\u00e5ller detaljerade NPS-v\u00e4rdesdiagram och grafer.\u00a0Den visar ocks\u00e5 benchmark NPS-resultat och benchmarks baserat p\u00e5 geografiska regioner, produkter och tj\u00e4nster.<\/span><\/p>\n<p><img decoding=\"async\" class=\"macro-image-popup lazyloaded\" src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/NPSDashboard.jpg\" alt=\"NPS Panosu\" data-src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/NPSDashboard.jpg\" data-toggle=\"modal\" data-target=\"#imagePopUpModal\" \/><span class=\"ft-macro-sec-title\"><span>Net Supporter Score (NPS) m\u00e4tare<\/span><\/span><\/p>\n<p class=\"ft-macro-description\"><span>QuestionPro Net Promoter Score (NPS)-m\u00e4taren ger en visuell representation i realtid av antalet supportrar, passiva och motst\u00e5ndare.\u00a0Du kan ocks\u00e5 exportera resultat i .xls-format, till\u00e4mpa datafilter och dela NPS-rapporten.<\/span><\/p>\n<p><img decoding=\"async\" class=\"macro-image-popup lazyloaded\" src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/Net-Promoter-Score-survey-meter.png\" alt=\"Net Promoter Points Survey Meter\" data-src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/Net-Promoter-Score-survey-meter.png\" data-toggle=\"modal\" data-target=\"#imagePopUpModal\" \/><\/p>\n<p class=\"ft-macro-description\"><strong><span>V\u00e4rmekartan<\/span><\/strong><span>\u00a0\u00a0\u00a0ger dig de systemgenererade j\u00e4mf\u00f6rande NPS-po\u00e4ngen f\u00f6r de olika ber\u00f6ringspunkterna.<\/span><\/p>\n<p><img decoding=\"async\" class=\"macro-image-popup lazyloaded\" src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/Heatmap.png\" alt=\"temperaturkarta\" data-src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/Heatmap.png\" data-toggle=\"modal\" data-target=\"#imagePopUpModal\" \/><\/p>\n<p class=\"ft-macro-description\"><span>Enk\u00e4ten Net Promoter Score (NPS) Priority Matrix\u00a0\u00a0\u00a0<\/span><strong><span>ger dig en uppfattning om NPS Driver-po\u00e4ngen.\u00a0<\/span><\/strong><span>H\u00f6gt f\u00f6rarresultat och l\u00e5gt NPS-resultat representerar h\u00f6gprioriterade \u00e5tg\u00e4rder.\u00a0En h\u00f6g f\u00f6rarpo\u00e4ng och en h\u00f6g NPS-po\u00e4ng indikerar att kontaktpunkten \u00e4r stabil och h\u00e5ller saker och ting ig\u00e5ng smidigt.<\/span><\/p>\n<p><img decoding=\"async\" class=\"macro-image-popup lazyloaded\" src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/priority-matrix-nps.jpg\" alt=\"Prioritetsmatris f\u00f6r NPS-unders\u00f6kningsfr\u00e5ga\" data-src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/priority-matrix-nps.jpg\" data-toggle=\"modal\" data-target=\"#imagePopUpModal\" \/>\u00a0<img decoding=\"async\" class=\"macro-image-popup lazyloaded\" src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/Detractor-recovery---closed-loop.png\" alt=\"F\u00f6raktfull \u00e5terh\u00e4mtning med hj\u00e4lp av NPS-unders\u00f6kningsfr\u00e5ga\" data-src=\"https:\/\/cdn.questionpro.com\/userimages\/site_media\/Detractor-recovery---closed-loop.png\" data-toggle=\"modal\" data-target=\"#imagePopUpModal\" \/><\/p>\n<h3 class=\"ft-macro-main-title\"><span>Hur anv\u00e4nder du fr\u00e5gan om Net Supporter Score (NPS) i dina unders\u00f6kningar?<\/span><\/h3>\n<p class=\"ft-macro-description\"><span>\u00a0L\u00e4r dig hur du st\u00e4ller in och anv\u00e4nder den h\u00e4r funktionen\u00a0\u00a0<\/span><a class=\"ft-anchor-link-macro\" href=\"https:\/\/www.questionpro.com\/help\/net-promoter-score-question-type.html\"><span>med v\u00e5r hj\u00e4lpfil f\u00f6r fr\u00e5getypen Net Promoter Score.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vad \u00e4r en NPS-unders\u00f6kning (Net Supporter Score)? Enk\u00e4ten Net Promoter Score (NPS) best\u00e5r av en enda fr\u00e5ga som m\u00e4ter hur [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":399086,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Den kompletta guiden till Net Promoter Score | QuestionPro<\/title>\n<meta name=\"description\" content=\"Vad \u00e4r en NPS-unders\u00f6kning (Net Supporter Score)? 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