{"id":9819,"date":"2018-11-07T14:33:08","date_gmt":"2018-11-07T05:33:08","guid":{"rendered":"http:\/\/blog.jandi.com\/ko\/?p=9819"},"modified":"2019-03-15T12:45:32","modified_gmt":"2019-03-15T03:45:32","slug":"what_is_nps","status":"publish","type":"post","link":"https:\/\/blog.jandi.com\/ko\/2018\/11\/07\/what_is_nps\/","title":{"rendered":"\uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c\ub85c \uace0\ubbfc\uc911\uc774\uc138\uc694? \u2460 NPS \uac1c\ub150\uc54c\uae30"},"content":{"rendered":"<span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">\ud83d\udd51 \ub9ac\ub529\ud0c0\uc784: <\/span> <span class=\"rt-time\">7<\/span> <span class=\"rt-label rt-postfix\">\ubd84<\/span><\/span><section class=\"section section--body section--first\">\n<div class=\"section-content\">\n<div class=\"section-inner sectionLayout--insetColumn\">\n<h2 id=\"33f9\" class=\"graf graf--p graf-after--figure\">\uc794\ub514 \ud300\uc740 \uc5b4\ub5bb\uac8c \uc11c\ube44\uc2a4 \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud558\uace0 \uad00\ub9ac\ud558\uace0 \uc788\uc744\uae4c\uc694?\u00a0<\/h2>\n<p class=\"graf graf--p graf-after--figure\">\uc5c5\ubb34\uc6a9 \ud611\uc5c5\ud234 \uc794\ub514\uc758 \uc131\uacfc \uc9c0\ud45c\ub294 \ub2e4\uc591\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uac00\uc7a5 \uba3c\uc800 \uc27d\uac8c \ub5a0\uc624\ub974\ub294 \uac74 \uc0ac\uc6a9\uc790 \uc218, \uc0ac\uc6a9 \uae30\uc5c5 \uc218, \ub9e4\ucd9c\uc561, \uac00\uc785 \uae30\uac04 \ub4f1\uc774 \uc788\uc744 \uac83 \uac19\uc2b5\ub2c8\ub2e4. \uc870\uc0ac \ubaa9\uc801\uc5d0 \ub530\ub77c \ud655\uc778\ud558\uace0 \uc2f6\uc740 \ub2e4\uc591\ud55c \uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c\uac00 \uc788\uaca0\uc9c0\ub9cc \uc794\ub514 CX \ud300\uc740 Customer Experience \ub77c\ub294 \ud300 \uc774\ub984\uc5d0 \uac78\ub9de\uac8c <strong>&#8216;\uc0ac\uc6a9\uc790\ub4e4\uc774 \uc794\ub514\ub97c \ucd94\ucc9c\ud558\ub294 \uc9c0\uc218&#8217;<\/strong>\uc778 <strong>&#8216;NPS (Net Promoter Score)&#8217;<\/strong>\ub97c \uc800\ud76c \ud300 \ub9cc\uc758 \uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c\ub85c \uc0bc\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p class=\"graf graf--p graf-after--figure\">\uc6b0\ub9ac \uc11c\ube44\uc2a4\uc758 \uc131\uacfc \uc9c0\ud45c\ub294 \ubb50\ub85c \uc7a1\uc744 \uc9c0 \uace0\ubbfc\uc911\uc774\uc138\uc694? \uc800\ud76c \ud300\uc774 \uc870\uc0ac\ud558\uace0 \uc788\ub294 NPS\ub97c \uac1c\ub150\ubd80\ud130 \ucc28\ub840\ucc28\ub840 \uc54c\uc544\ubcf4\uc2dc\uba74 \uc88b\uc744 \uac83 \uac19\uc2b5\ub2c8\ub2e4.\u00a0<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/hansolyoon\/\">Growth\ud300\uc758 Hannah<\/a>\uac00 <a href=\"https:\/\/medium.com\/jandi-messenger-stories\/nps-1-%ED%9A%8C%EC%82%AC-%EC%84%B1%EA%B3%BC-%EC%A7%80%ED%91%9C%EB%A1%9C-%EA%B3%A0%EB%AF%BC%EC%A4%91%EC%9D%B4%EB%9D%BC%EB%A9%B4-nps-%EA%B0%9C%EB%85%90%EC%9D%80-%EC%95%8C%EA%B3%A0-%EA%B0%80%EC%9E%90-40fdc09f3381\">\uc608\uc804\uc5d0 \uc791\uc131\ud55c \uae00\uc744 \ud1a0\ub300\ub85c<\/a> \ucd1d 4\ubc88\uc5d0 \uac78\uccd0 2018 \uc62c\ud574 \uc794\ub514\uc758 NPS \uc810\uc218\uae4c\uc9c0 \ubaa8\ub450\ubaa8\ub450 \uacf5\uac1c\ud574\ub4dc\ub9bd\ub2c8\ub2e4.\u00a0\uc774\ubc88 \uae00\uc5d0\uc11c\ub294<strong class=\"markup--strong markup--p-strong\"> NPS\uc758 \uc815\uc758 \ubc0f \uc8fc\uc694 \uac1c\ub150<\/strong>\uc5d0 \ub300\ud574 \uc815\ub9ac\ud558\uace0\uc790 \ud569\ub2c8\ub2e4. 2\ud0c4\uc740 \uad6c\uccb4\uc801\uc778 NPS \uc870\uc0ac\ubc95, 3\ud0c4\uc740 NPS\ub85c \uc5bb\ub294 \uc778\uc0ac\uc774\ud2b8 \uadf8\ub9ac\uace0 4\ud0c4\uc740 \uc2e4\uc81c \uc794\ub514 \uc11c\ube44\uc2a4\uc5d0 \ubc18\uc601\ub41c NPS \ud65c\uc6a9\ubc95\uc744 \ub2e4\ub8f0 \uc608\uc815\uc785\ub2c8\ub2e4.<\/p>\n<p><strong>&#8216;\uc8fc\ubcc0\uc5d0 \ucd94\ucc9c\ud558\uace0 \uc2f6\uc740! \uc0ac\ub791\ubc1b\ub294 \uc11c\ube44\uc2a4&#8217;<\/strong>\ub97c \ub9cc\ub4dc\ub294 \ubc29\ubc95\uc744 \ub9e4\uc77c \uc800\ud76c \ud300\uc740 \uace0\ubbfc\ud558\uace0 \uc788\ub2f5\ub2c8\ub2e4.\u00a0\u00a0<\/p>\n<\/div>\n<div class=\"section-inner sectionLayout--insetColumn\">\n<p style=\"text-align: center\"><a href=\"https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?ssl=1\"><img loading=\"lazy\" decoding=\"async\" data-attachment-id=\"10009\" data-permalink=\"https:\/\/blog.jandi.com\/ko\/2018\/11\/07\/what_is_nps\/up-2\/\" data-orig-file=\"https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?fit=827%2C821&amp;ssl=1\" data-orig-size=\"827,821\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"up\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?fit=300%2C298&amp;ssl=1\" data-large-file=\"https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?fit=827%2C821&amp;ssl=1\" class=\"alignnone  wp-image-10009\" src=\"https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?resize=191%2C190&#038;ssl=1\" alt=\"\" width=\"191\" height=\"190\" srcset=\"https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?w=827&amp;ssl=1 827w, https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?resize=150%2C150&amp;ssl=1 150w, https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?resize=300%2C298&amp;ssl=1 300w, https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?resize=768%2C762&amp;ssl=1 768w, https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?resize=400%2C397&amp;ssl=1 400w, https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?resize=177%2C177&amp;ssl=1 177w, https:\/\/i0.wp.com\/blog.jandi.com\/ko\/wp-content\/uploads\/sites\/4\/2018\/11\/up.png?resize=380%2C380&amp;ssl=1 380w\" sizes=\"auto, (max-width: 191px) 100vw, 191px\" data-recalc-dims=\"1\" \/><\/a><\/p>\n<p id=\"8949\" class=\"graf graf--p graf-after--p graf--trailing\">\u00a0<\/p>\n<\/div>\n<\/div>\n<\/section>\n<section class=\"section section--body\">\n<div class=\"section-divider\">\n<hr class=\"section-divider\" \/><\/div>\n<div class=\"section-content\">\n<div class=\"section-inner sectionLayout--insetColumn\" style=\"text-align: left\">\n<p id=\"3242\" class=\"graf graf--p graf--leading\" style=\"text-align: left\">1\ud0c4\uc740 \uc720\uc800(User)\uc758 \uc2dc\uac01\uc5d0\uc11c \uc794\ub514 \uc11c\ube44\uc2a4 \ub9cc\uc871\ub3c4\uc5d0 \ub300\ud574 \uc815\ud655\ud788 \ud3c9\uac00\ubc1b\uc544\ubcfc \uc218 \uc788\ub294 NPS(Net Promoter Score)\uc758 \uac1c\ub150\uc5d0 \ub300\ud574 \uc598\uae30\ud558\uace0\uc790 \ud569\ub2c8\ub2e4. \uc804\uae30\ucc28 \ube0c\ub79c\ub4dc \ud14c\uc2ac\ub77c(Tesla) \uac19\uc740 \uacbd\uc6b0\u00a0<a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/www.npsbenchmarks.com\/tesla_motors\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">NPS\uac00 \ubb34\ub824 96.6<\/a>\u00a0\ub77c\uace0 \ud558\ub294\ub370\uc694, NPS \ucd5c\uace0\uc810\uc774 100\uc810\uc784\uc744 \ucc38\uace0\ud558\uace0 \uc800 \uc218\uce58\ub97c \ubd10\uc8fc\uc138\uc694. \uc5b4\ub9c8\uc5b4\ub9c8\ud558\uc8e0? \uc544\ub9c8 \uc774 \uae00\uc744 \ud55c \ubc88 \uc815\ub3c5\ud558\uace0 \ub098\uc2dc\uba74 96.6 \uc810\uc774 \uc5bc\ub9c8\ub098 \ub354 \uc704\ub300\ud55c\uc9c0 \uac10\uc744 \uc7a1\uc73c\uc2e4 \uc218 \uc788\uc744 \uac83 \uac19\uc2b5\ub2c8\ub2e4!\u00a0\u00a0<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"514c\" class=\"graf graf--pullquote graf--startsWithDoubleQuote graf-after--p\" style=\"text-align: center\"><span style=\"background-color: #ffff99\"><strong class=\"markup--strong markup--pullquote-strong\">\ud504\ub85c\ub355\ud2b8\ub97c \uba54\uc778\uc73c\ub85c \ud558\ub294 \ud68c\uc0ac\uc758<br \/>\n<\/strong><a class=\"markup--anchor markup--pullquote-anchor\" style=\"background-color: #ffff99\" href=\"https:\/\/ko.wikipedia.org\/wiki\/%ED%95%B5%EC%8B%AC_%EC%84%B1%EA%B3%BC_%EC%A7%80%ED%91%9C\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><strong class=\"markup--strong markup--pullquote-strong\">\ud575\uc2ec\uc131\uacfc\uc9c0\ud45c<\/strong><\/a><strong class=\"markup--strong markup--pullquote-strong\">(KPI\u00a0: Key Performance Indicator)\ub294 \ubb34\uc5c7\uc774 \ub3fc\uc57c\u00a0\ud560\uae4c\uc694?<\/strong><\/span><\/h2>\n<p>&nbsp;<\/p>\n<p id=\"2164\" class=\"graf graf--p graf-after--pullquote\" style=\"text-align: left\">\uc794\ub514 CX\ud300\uc774 \uc120\ud0dd\ud55c \uc11c\ube44\uc2a4 \ud575\uc2ec\uc131\uacfc\uc9c0\ud45c(KPI)\ub294 \ubc14\ub85c \u2018<strong class=\"markup--strong markup--p-strong\">\ud504\ub85c\ub355\ud2b8\uc5d0 \uc720\uc800\ub4e4\uc774 \uc5bc\ub9c8\ub098 \ub9cc\uc871\ud558\uace0 \uc788\ub294\uc9c0<\/strong>\u2019\ub97c \uce21\uc815\ud558\ub294 \uac83\uc774\uc5c8\uc2b5\ub2c8\ub2e4.\u00a0<\/p>\n<ul class=\"postList\" style=\"text-align: left\">\n<li id=\"f456\" class=\"graf graf--li graf-after--p\">\uc794\ub514\uc758 \uae30\ub2a5\uc5d0 \uc720\uc800\uac00 \ub9cc\uc871\ud558\uace0 \uc788\ub294\uac00?<\/li>\n<li id=\"9f43\" class=\"graf graf--li graf-after--li\">\uc794\ub514\uc758 \ub514\uc790\uc778\uc5d0 \uc720\uc800\uac00 \ub9cc\uc871\ud558\uace0 \uc788\ub294\uac00?<\/li>\n<li id=\"03b4\" class=\"graf graf--li graf-after--li\">\uc794\ub514\uc758 \uc548\uc815\uc131\uc5d0 \uc720\uc800\uac00 \ub9cc\uc871\ud558\uace0 \uc788\ub294\uac00?<\/li>\n<\/ul>\n<p class=\"graf graf--p graf-after--li\" style=\"text-align: left\">\ub4f1\uc758 \uc9c8\ubb38\ub4e4\uc774 \uacb0\uad6d \uc794\ub514\ub77c\ub294 \uc5c5\ubb34\uc6a9 \ud611\uc5c5\ud234 \uc11c\ube44\uc2a4\/\uc81c\ud488\uc774 \uc720\uc6a9\ud55c \uac00\uce58\ub97c \uc0ac\uc6a9\uc790\uc5d0\uac8c \uc804\ub2ec\ud558\uace0 \uc788\ub2e4\ub294 <a href=\"http:\/\/www.andrewahn.co\/silicon-valley\/the-only-thing-that-matters\/\">Product-Market Fit (PMF)<\/a>\uc744 \uc99d\uba85\ud560 \uc218 \uc788\ub2e4\uace0 \ubbff\uc5c8\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"text-align: center\">Product\/market fit means being in a good market<br \/>\nwith a product that can satisfy the market.<\/h3>\n<h3 style=\"text-align: center\">&#8211; Marc Andreessen &#8211;\u00a0<\/h3>\n<p>&nbsp;<\/p>\n<h2 id=\"073c\" class=\"graf graf--h3 graf-after--p\" style=\"text-align: left\"><strong class=\"markup--strong markup--h3-strong\">NPS\ub97c \ub3c4\uc785\ud574\uc57c\ud558\ub294\u00a0\uc774\uc720<\/strong><\/h2>\n<p id=\"3209\" class=\"graf graf--p graf-after--h3\" style=\"text-align: left\">\ub2e4\ub978 \ubaa8\ub4e0 \ub9cc\uc871\ub3c4 \uce21\uc815 \uc9c0\ud45c\ub97c \ub300\uc2e0\ud558\uc5ec NPS\ub97c \ub3c4\uc785\ud55c \uc774\uc720\ub294 \ub2e4\uc74c 3\uac00\uc9c0 \uc785\ub2c8\ub2e4.<\/p>\n<ul class=\"postList\" style=\"text-align: left\">\n<li id=\"2b94\" class=\"graf graf--li graf-after--p\">\uace0\uac1d \ub9cc\uc871\ub3c4 \uc870\uc0ac\ub294 \uc751\ub2f5\uc790\ub4e4\uc774 \uc0c1\ub300\uc801\uc73c\ub85c \u2018\ud6c4\ud55c \uc810\uc218\u2019\ub97c \uc8fc\ub294 \uacbd\ud5a5\uc774 \uc788\uae30\uc5d0 \uc2e4\uc81c \uc131\uacfc\uc778 \u2018\uace0\uac1d \uc720\uc9c0\uc728(Customer Retention Rate)\u2019 \uacfc\ub294 \uc5f0\uacb0\ub418\uc9c0 \uc54a\uc74c<\/li>\n<li id=\"25d7\" class=\"graf graf--li graf-after--li\">\ube44\uc988\ub2c8\uc2a4 \uc804\ubb38\uc9c0 \u2018<a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">\ud558\ubc84\ub4dc \ube44\uc988\ub2c8\uc2a4 \ub9ac\ubdf0(HBR)\u2019\uc758 \uc5f0\uad6c\uacb0\uacfc<\/a>\uc5d0 \uc758\ud558\uba74 NPS\ub294 \uc2e4\uc81c\ub85c \uae30\uc5c5\uc758 3\ub144 \uc131\uc7a5\ub960\uacfc \ube44\ub840\ud568<\/li>\n<li id=\"682d\" class=\"graf graf--li graf-after--li\">NPS\ub294 \uac1d\uad00\uc801\uc774\uba70 \ub2e8\uc21c\ud558\uc5ec \uc801\uc6a9\ud558\uae30 \uc26c\uc6c0<\/li>\n<\/ul>\n<p id=\"9062\" class=\"graf graf--p graf-after--li\" style=\"text-align: left\">\uc0ac\uc2e4 \uc138 \ubc88\uc9f8 \uc774\uc720\ub9cc\uc73c\ub85c\ub3c4 \uae30\uc5c5\uc5d0\uc11c \ucda9\ubd84\ud788 \uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c \uce21\uc815\uc744 \uc2e4\ud589\ud574\ubcfc \ub9cc\ud558\ub2e4\ub294 \uc0dd\uac01\uc774 \ub4ed\ub2c8\ub2e4. \uc800\ud76c \ud300\uc740 \uc2a4\ud0c0\ud2b8\uc5c5\uc778 \ub9cc\ud07c \ucd5c\uc18c\ud55c\uc758 \uc790\uc6d0\uc73c\ub85c \ucd5c\ub300\ud55c\uc758 \uc131\uacfc\ub97c \ub0b4\ub294 \uac83\uc774 \ud68c\uc0ac\uc5d0 \ub3c4\uc6c0\uc774 \ub418\uae30 \ub54c\ubb38\uc774\uc8e0. \uace0\uac1d\uc758 \ud53c\ub4dc\ubc31\uc774 \uad81\uae08\ud55c\ub370 \uc790\uc6d0\uc744 \ub9ce\uc774 \ud560\uc560\ud560 \uc218 \uc5c6\ub2e4\uace0 \ud55c\ub2e4\uba74 \ub354\uc6b1\uc774 NPS \ub3c4\uc785\uc744 \ucd94\ucc9c\ud574 \ub4dc\ub9bd\ub2c8\ub2e4.<\/p>\n<h2>\u00a0<\/h2>\n<h2 id=\"60ae\" class=\"graf graf--h3 graf-after--p\" style=\"text-align: left\"><strong class=\"markup--strong markup--h3-strong\">NPS\uc758 \uac1c\ub150<\/strong><\/h2>\n<p id=\"87d7\" class=\"graf graf--p graf-after--h3\" style=\"text-align: left\">NPS(Net Promoter Score\u00a0: \uc21c\uc218 \uace0\uac1d \ucd94\ucc9c \uc9c0\uc218) \ub780?<\/p>\n<h3 style=\"text-align: center\"><strong>&lt;NPS \uacc4\uc0b0\u00a0\ubc29\uc2dd&gt;<\/strong><\/h3>\n<figure id=\"f04b\" class=\"graf graf--figure graf-after--p\">\n<div class=\"aspectRatioPlaceholder is-locked\">\n<div class=\"progressiveMedia js-progressiveMedia graf-image is-canvasLoaded is-imageLoaded\"><img decoding=\"async\" class=\"progressiveMedia-image js-progressiveMedia-image\" src=\"https:\/\/i0.wp.com\/cdn-images-1.medium.com\/max\/800\/1*CaB5iFXUa4KGD0cAMVCEgQ.png?w=1170&#038;ssl=1\" data-recalc-dims=\"1\" \/><\/div>\n<\/div><figcaption class=\"imageCaption\"><\/figcaption><\/figure>\n<ul class=\"postList\">\n<li id=\"733c\" class=\"graf graf--li graf-after--figure\" style=\"text-align: left\">\ucd94\ucc9c \uc758\ud5a5 \ubb38\ud56d\uc744 11\uc810(0~10\uc810) \ucc99\ub3c4\ub85c \uce21\uc815\ud558\uc5ec\u00a0<strong class=\"markup--strong markup--li-strong\">\u2018\ucd94\ucc9c\uace0\uac1d \ube44\uc728(Promoters %)\u2019\uc5d0\uc11c \u2018\ube44\ucd94\ucc9c\uace0\uac1d \ube44\uc728(Detractors %)\u2019\uc744 \ube7c\uc11c NPS\ub97c \uc0b0\ucd9c<\/strong>\ud569\ub2c8\ub2e4.\u00a0<\/li>\n<li id=\"9658\" class=\"graf graf--li graf--startsWithSingleQuote graf-after--li\" style=\"text-align: left\">\u2018<strong class=\"markup--strong markup--li-strong\">\ub2f9\uc2e0\uc740 A \uc81c\ud488\/\uc11c\ube44\uc2a4\ub97c \uce5c\uad6c\ub098 \ub3d9\ub8cc\uc5d0\uac8c \ucd94\ucc9c\ud560 \uc758\uc0ac\uac00 \uc788\uc2b5\ub2c8\uae4c?<\/strong>\u2019 \ub77c\ub294 \uc9c8\ubb38\uc774 \uae30\ubcf8<\/li>\n<li id=\"ff5a\" class=\"graf graf--li graf--startsWithSingleQuote graf-after--li\" style=\"text-align: left\"><strong class=\"markup--strong markup--li-strong\">\u2018\ucd94\ucc9c \uc758\ud5a5<\/strong>\u2019\uc774\ub77c\ub294 \ub2e8 \ud558\ub098\uc758 \ubb38\ud56d\uc73c\ub85c \uace0\uac1d\uc758 \uc11c\ube44\uc2a4 \ub85c\uc5f4\ud2f0\ub97c \uce21\uc815<\/li>\n<li id=\"5492\" class=\"graf graf--li graf-after--li\" style=\"text-align: left\">\uc774\ub860\uc801\uc73c\ub85c \uc810\uc218 \ubc94\uc704\ub294 -100\uc810\ubd80\ud130 +100\uc810\uae4c\uc9c0<\/li>\n<li id=\"e104\" class=\"graf graf--li graf-after--li\" style=\"text-align: left\">\uc120\ud0dd\uc801\uc73c\ub85c \u2018\ud574\ub2f9 \uc810\uc218\ub97c \uc120\ud0dd\ud55c \uc774\uc720\u2019\ub97c \ubb3b\ub294 \ubb38\ud56d\uc744 \ucd94\uac00\ud558\uae30\ub3c4 \ud568<\/li>\n<\/ul>\n<p id=\"6f58\" class=\"graf graf--p graf-after--li\" style=\"text-align: left\">NPS\ub294 2003\ub144\u00a0<a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/en.wikipedia.org\/wiki\/Bain_%26_Company\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Bain &amp; Company<\/a>\uc758 CEO\u00a0<a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/en.wikipedia.org\/wiki\/Fred_Reichheld\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Fred Reichheld<\/a>\u00a0\uac00\u00a0<a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/en.wikipedia.org\/wiki\/Harvard_Business_Review\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">\ud558\ubc84\ub4dc \ube44\uc988\ub2c8\uc2a4 \ub9ac\ubdf0(HBR)<\/a> \uacbd\uc601\uc7a1\uc9c0\uc5d0\uc11c \uac1c\ub150\uc744 \uc18c\uac1c\ud558\uba74\uc11c\ubd80\ud130 \uc720\uba85\ud574\uc84c\uc2b5\ub2c8\ub2e4. \ub2e4\uc591\ud55c \uc5c5\uc885\uc758 \uc218\ub9ce\uc740 \uae30\uc5c5\uc5d0\uc11c NPS \ub3c4\uc785\uc744 \uacb0\uc815\ud55c \uac83\uc774 \uc6b0\uc5f0\ub9cc\uc740 \uc544\ub2c8\uaca0\uc8e0? \uc0ac\uc2e4 NPS\uc758 \uac1c\ub150\ub9cc \ubcf4\uba74 \uc11c\ube44\uc2a4\/\uc81c\ud488\uc5d0 \ub300\ud55c \uace0\uac1d\uc758 \uc0dd\uac01\uc744 \ub300\ubcc0\ud558\uae30\uc5d0\ub294 \ub108\ubb34 \ub2e8\uc21c\ud55c \uac83 \uc544\ub2cc\uac00 \ud558\ub294 \uc758\uad6c\uc2ec\ub3c4 \ub4ed\ub2c8\ub2e4. \ud558\uc9c0\ub9cc NPS\uc758 \uac00\uc7a5 \ud070 \uc7a5\uc810\uc740 \ubc14\ub85c \uc774 \ubd80\ubd84\uc5d0 \uc788\uc2b5\ub2c8\ub2e4!<\/p>\n<p class=\"graf graf--p graf-after--li\" style=\"text-align: left\">NPS\ub294 \u2018\ucd94\ucc9c \uc758\ud5a5\u2019\uc774\ub780 \uc9c8\ubb38 \ub2e8 \ud558\ub098\ub85c \uace0\uac1d\uc758 \uc2e4\uc81c \ub9cc\uc871\ub3c4\ub97c \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ubb38\ud56d\uc774 \uc9e7\uc544 \uace0\uac1d\uc73c\ub85c\ubd80\ud130 \ub2f5\ubcc0\uc744 \ubc1b\uae30\ub3c4 \uc6a9\uc774\ud558\uba70, \ubb38\ud56d\uacfc \ucc99\ub3c4\uac00 \ub3d9\uc77c\ud558\uae30 \ub54c\ubb38\uc5d0 \uacbd\uc7c1\uc0ac \ubc0f \uc5c5\uacc4 \ud3c9\uade0\uc744 \ube44\uad50\ud558\uc5ec \uc790\uc0ac\uc758 \ud604\uc7ac \uc785\uc9c0\ub97c \uc27d\uac8c \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub807\uac8c \ubcf4\ub2c8 NPS\ub97c \ub3c4\uc785\ud558\ub294 \uc7a5\uc810\uc774 \ud55c\uac00\ub4dd\uc774\uc8e0? \uac8c\ub2e4\uac00 NPS\ub294 \ub9ce\uc740 \uae30\uc5c5\uc774 \ucc44\ud0dd\ud558\uba74 \ucc44\ud0dd\ud560\uc218\ub85d \ub0b4\uac00 \uc5bb\ub294 \uc5c5\uacc4 \ud3c9\uade0 \uc11c\ube44\uc2a4 \ub9cc\uc871\ub3c4 \uc815\ubcf4\ub3c4 \ub9ce\uc544\uc9c0\ub2c8 \uc5bc\ub978 \uc8fc\ubcc0\uc5d0\ub3c4 \ub110\ub9ac \uc54c\ub824\uc8fc\uc138\uc694.<\/p>\n<h3>\u00a0<\/h3>\n<h2 id=\"0830\" class=\"graf graf--h3 graf-after--p\" style=\"text-align: left\"><strong class=\"markup--strong markup--h3-strong\">NPS\uc758 3\uac00\uc9c0 \uace0\uac1d \uc720\ud615<\/strong><\/h2>\n<p id=\"7475\" class=\"graf graf--p graf-after--h3\" style=\"text-align: left\">NPS\uc5d0\uc11c\ub294 \uc55e\uc11c \uc7a0\uae50 \uc5b8\uae09\ud55c \uac83\ucc98\ub7fc \uace0\uac1d\uad70\uc744 3\uac00\uc9c0 \uc720\ud615\uc73c\ub85c \ub098\ub215\ub2c8\ub2e4. Promoters \/ Passives \/ Detractors \uc785\ub2c8\ub2e4. 3\uac1c\ub85c \ub098\ub204\uc5b4\uc9c0\ub294 \uace0\uac1d\uad70\uc744 \uae30\ubc18\uc73c\ub85c NPS \uacb0\uacfc\ub97c \ubd84\uc11d\ud569\ub2c8\ub2e4.\u00a0<\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"text-align: center\"><strong>&lt;NPS \uace0\uac1d\u00a0\uc720\ud615&gt;<\/strong><\/h3>\n<figure id=\"7047\" class=\"graf graf--figure graf-after--p\">\n<div class=\"aspectRatioPlaceholder is-locked\">\n<div class=\"progressiveMedia js-progressiveMedia graf-image is-canvasLoaded is-imageLoaded\"><img decoding=\"async\" class=\"progressiveMedia-image js-progressiveMedia-image\" src=\"https:\/\/i0.wp.com\/cdn-images-1.medium.com\/max\/800\/1*0-mUzBj4tZavcA7QWGuT8g.png?w=1170&#038;ssl=1\" data-recalc-dims=\"1\" \/><\/div>\n<div style=\"text-align: left\">\u00a0<\/div>\n<\/div>\n<\/figure>\n<\/div>\n<div style=\"text-align: left\"><strong class=\"markup--strong markup--li-strong\" style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif\">1. \ucd94\ucc9c \uace0\uac1d (Promoters)\u00a0:<\/strong><\/div>\n<div class=\"section-inner sectionLayout--insetColumn\" style=\"text-align: left\">&#8211; 9~10\uc810\uc744 \uc900 \uace0\uac1d.<br \/>\n&#8211; \uc790\uc2e0\uc758 \ub9cc\uc871\uc744 \uc8fc\ubcc0\uc5d0 \uc801\uadf9\uc801\uc73c\ub85c \ud37c\ub728\ub9ac\ub294 \uace0\uac1d\uc73c\ub85c \uad6c\uc804 \ub9c8\ucf00\ud305(Viral Marketing) \ud6a8\uacfc\ub294 \ub364 (\uc544\uc2f8!)<br \/>\n&#8211; \ube44\ucd94\ucc9c\uace0\uac1d\ubcf4\ub2e4 \ub354 \ub9ce\uc774! \ub354 \uc790\uc8fc! \uad6c\ub9e4\ud558\ub294 \uace0\uac1d\u00a0<br \/>\n&#8211; \uc81c\ud488\/\uc11c\ube44\uc2a4\uc5d0 \ucda9\uc131\ub3c4(loyalty)\uac00 \ub192\uc740 \uace0\uac1d<\/div>\n<div class=\"section-inner sectionLayout--insetColumn\" style=\"text-align: center\"><\/p>\n<p style=\"text-align: left\"><strong class=\"markup--strong markup--li-strong\">2. \uc911\ub9bd \uace0\uac1d (Passives)\u00a0:<br \/>\n<\/strong>&#8211; 7~8\uc810\uc744 \uc900 \uace0\uac1d<br \/>\n&#8211; \uac89\uc73c\ub860 \u2018\ub9cc\uc871\ud574\uc694~\u2019\ub77c\uace0 \ub9d0\ud558\uba74\uc11c \ubd88\ub9cc\uc744 \uac10\ucd94\ub824\ub294 \uace0\uac1d<br \/>\n&#8211; \ub530\ub77c\uc11c \uc911\ub9bd \uace0\uac1d\uad70\uc774 2~3\uc810\uc744 \uae4e\uc544\ub0b8 \uc774\uc720\ub97c \ud30c\uc545\ud558\uc5ec \uc801\uadf9\uc801\uc73c\ub85c \ubd88\ub9cc\uc744 \ub04c\uc5b4\ub0b4\ub294 \uac83\uc774 \uc911\uc694<br \/>\n&#8211; \uc801\uadf9\uc801\uc73c\ub85c \uc81c\ud488\/\uc11c\ube44\uc2a4 \ud64d\ubcf4\ub97c \ud558\uc9c0 \uc54a\ub294 \uc911\ub9bd\uc801\uc778 \uace0\uac1d<\/p>\n<p style=\"text-align: left\"><strong class=\"markup--strong markup--li-strong\">3. \ube44\ucd94\ucc9c \uace0\uac1d (Detractors)\u00a0:<br \/>\n<\/strong>&#8211; 0~6\uc810\uc744 \uc900 \uace0\uac1d<br \/>\n&#8211; \uc5b8\uc81c\ub77c\ub3c4 \uc120\ud0dd\uc744 \ubc14\uafc0 \uc218 \uc788\ub294 \uace0\uac1d<br \/>\n&#8211; \uce5c\uad6c \ud639\uc740 \ub3d9\ub8cc\uc5d0\uac8c \uc81c\ud488 \ubc0f \uc11c\ube44\uc2a4 \uc0ac\uc6a9\uc5d0 \ub300\ud574 \ubd80\uc815\uc801\uc778 \ud53c\ub4dc\ubc31\uc744 \uc8fc\ub294 \uace0\uac1d<br \/>\n&#8211; \ucda9\uc131\ub3c4\uac00 \ub0ae\uc740 \uace0\uac1d<\/p>\n<h3 style=\"text-align: left\">\u00a0<\/h3>\n<h2 id=\"ee3c\" class=\"graf graf--h3 graf-after--li\" style=\"text-align: left\"><strong class=\"markup--strong markup--h3-strong\">NPS \uac1c\uc120\u00a0\uc804\ub7b5<\/strong><\/h2>\n<p id=\"e29f\" class=\"graf graf--p graf-after--h3\" style=\"text-align: left\">\ud55c\uad6d\uc5d0\uc11c\ub294 \uc548\ud0c0\uae5d\uac8c\ub3c4 \uc5c5\uacc4 \uae30\uc900\uc73c\ub85c \uc0bc\uc744 \uacf5\uc2dd\ud654\ub41c NPS \uc9c0\ud45c\ub294 \uc5c6\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \ucc98\uc74c\uc5d0 NPS\ub97c \ub3c4\uc785\ud55c\ub2e4\uace0 \ud558\ub354\ub77c\ub3c4 \ubaa9\ud45c\ub97c \uc138\uc6b0\uae30\uac00 \uc27d\uc9c0 \uc54a\uc740 \uc0c1\ud669\uc774\uc8e0. \uadf8\ub807\uae30 \ub54c\ubb38\uc5d0\u00a0<strong class=\"markup--strong markup--p-strong\">\ucd08\ubc18 2~3\ud68c \uc815\ub3c4\ub294 \uc6b0\ub9ac \uc11c\ube44\uc2a4 \ub610\ub294 \uc81c\ud488\uc758 \ud604\uc7ac NPS\u00a0 \uc810\uc218 \uae30\uc900\uc744 \ud655\uc778\ud574\ubcf8\ub2e4<\/strong>\ub77c\ub294 \uc0dd\uac01\uc73c\ub85c NPS \uc870\uc0ac\ub97c \uc2e4\ud589\ud558\uc2dc\uba74 \ub429\ub2c8\ub2e4.<\/p>\n<p id=\"6602\" class=\"graf graf--p graf-after--p\" style=\"text-align: left\">\uadf8 \ud6c4 NPS\ub97c \uac1c\uc120\ud558\uae30 \uc704\ud574\uc11c\ub294 \ub2e4\uc591\ud55c \uc804\ub7b5\uc774 \uc788\ub294\ub370\uc694, \uac00\uc7a5 \ub300\ud45c\uc801\uc778 \uc804\ub7b5\ub4e4\uc740 \uc544\ub798 3\uac00\uc9c0\uc785\ub2c8\ub2e4.<\/p>\n<ul class=\"postList\" style=\"text-align: left\">\n<li id=\"9c98\" class=\"graf graf--li graf-after--p\">\ucd94\ucc9c \uace0\uac1d(Promoters)\uc774 \ub9d0\ud558\ub294 \uc11c\ube44\uc2a4\/\uc81c\ud488\uc758 \uac15\uc810\uc744 \uadc0\ub2f4\uc544\ub4e3\uace0, \ubc18\ub300\ub85c \ube44\ucd94\ucc9c \uace0\uac1d(Detractors)\uc774 \ub9d0\ud558\ub294 \ub2e8\uc810\uc744 \uac1c\uc120\ud574\ub098\uac00\ub294 \ubc29\ubc95(\uae30\ubcf8)<\/li>\n<li id=\"46b7\" class=\"graf graf--li graf-after--li\">\uc911\ub9bd \uace0\uac1d(Passives)\uc774 \uc0c1\ub300\uc801\uc73c\ub85c \ub9ce\ub2e4 \uc2f6\uc73c\uba74 \uc774\ub4e4\uc758 \uac10\uc810 \uc774\uc720\ub97c \ud30c\uc545\ud558\uace0 \ubcf4\uc644\ud558\uc5ec \ucd94\ucc9c \uace0\uac1d(Promoters)\uad70\uc73c\ub85c \uc774\ub3d9\uc2dc\ud0a4\ub294 \ubc29\ubc95<\/li>\n<li id=\"a71f\" class=\"graf graf--li graf-after--li\">\ube44\uad50\uc801 \ub192\uc740 \uc810\uc218\ub97c \uc900 \ube44\ucd94\ucc9c \uace0\uac1d(Detractors\u00a0: 5~6\uc810)\uc774 \uc5b8\uae09\ud558\ub294 \ub2e8\uc810\uc744 \ud30c\uc545\ud558\uc5ec \uc774\ub4e4\uc740 \uc911\ub9bd \uace0\uac1d(Passives)\uad70\uc73c\ub85c \uc774\ub3d9\uc2dc\ud0a4\ub294 \ubc29\ubc95<\/li>\n<\/ul>\n<p id=\"e11e\" class=\"graf graf--p graf-after--li\" style=\"text-align: left\">\uac01\uac01\uc758 \uc804\ub7b5\uc740 \ud68c\uc0ac\uac00 \uc9d1\uc911\ud558\uace0\uc790 \ud558\ub294 \ubaa9\ud45c\ub97c \uace0\ub824\ud558\uc5ec \uc815\ud558\uc2dc\uba74 \ub429\ub2c8\ub2e4.<\/p>\n<h3>\u00a0<\/h3>\n<h2 id=\"1754\" class=\"graf graf--h3 graf-after--p\" style=\"text-align: left\"><strong class=\"markup--strong markup--h3-strong\">NPS \uc801\uc6a9 \uae30\uc5c5\u00a0\uc0ac\ub840<\/strong><\/h2>\n<p id=\"6824\" class=\"graf graf--p graf-after--h3\" style=\"text-align: left\">\uad6d\ub0b4\uc5d0\uc11c\ub294 NPS\ub97c KPI\ub85c \uc0bc\uace0 \uc788\ub294 \uae30\uc5c5\uc774 \ub9ce\uc9c0 \uc54a\uc9c0\ub9cc, \ud574\uc678\uc5d0\uc11c\ub294 NPS\ub97c \ub0b4\ubd80 KPI\ub85c \ucc44\ud0dd\ud558\uc9c0 \uc54a\uc740 \ud68c\uc0ac\ub97c \ucc3e\ub294 \uac83\uc774 \ub354 \uc5b4\ub835\uc2b5\ub2c8\ub2e4. \uc9c0\uae08 \uba38\ub9bf\uc18d\uc73c\ub85c \ub5a0\uc624\ub974\ub294 \u2018\uae30\uc5c5\uba85 + NPS\u2019\ub97c \uad6c\uae00\uc5d0 \uac80\uc0c9\ud574\ubcf8\ub2e4\uba74 \uc774\ub97c \ub354 \uc27d\uac8c \uc2e4\uac10\ud558\uc2e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc6b0\ub9ac\uac00 \uc775\ud788 \uc54c\uace0 \uc788\ub294 \ucf54\uce74\ucf5c\ub77c, P&amp;G \uac19\uc740 \uc18c\ube44\uc7ac \ud68c\uc0ac\ubd80\ud130 Apple, Microsoft \uac19\uc740 IT \uae30\uc5c5\uc740 \ubb3c\ub860 Uber, Airbnb, Facebook \uac19\uc740 \uc2a4\ud0c0\ud2b8\uc5c5\uc5d0\uc11c\ub3c4 \uc774\ub97c \uc801\uadf9\uc801\uc73c\ub85c \ud65c\uc6a9\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<p id=\"1b54\" class=\"graf graf--p graf-after--p\"><strong class=\"markup--strong markup--p-strong\">\uae30\ubcf8 \uc0ac\ub840\u00a0: \uc560\ud50c\uc2a4\ud1a0\uc5b4(Apple Store)\uc758 NPS \ud65c\uc6a9 \uc0ac\ub840 &#8211; 2017\ub144 \uae30\uc900 72\uc810<\/strong><\/p>\n<figure id=\"31e1\" class=\"graf graf--figure graf-after--p\">\n<div class=\"aspectRatioPlaceholder is-locked\">\n<div class=\"progressiveMedia js-progressiveMedia graf-image is-canvasLoaded is-imageLoaded\"><img decoding=\"async\" src=\"https:\/\/i0.wp.com\/169nk53l5vat1xy1vt3r9fwt-wpengine.netdna-ssl.com\/wp-content\/uploads\/2017\/01\/apple-nps-cover.png?w=1170&#038;ssl=1\" alt=\"The Reasons Behind Apple\u00e2\u0080\u0099s Customer Loyalty and High NPS\" data-recalc-dims=\"1\" \/><\/div>\n<\/div><figcaption class=\"imageCaption\">\ucd9c\ucc98\u00a0: <a href=\"https:\/\/www.retently.com\/blog\/apple-nps\/\">The Reasons Behind Apple\u2019s Customer Loyalty and High NPS<\/a><\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p id=\"c73e\" class=\"graf graf--p graf-after--figure\" style=\"text-align: left\">\uc560\ud50c\uc2a4\ud1a0\uc5b4\uc5d0\uc11c\ub294 \uc624\uc804 9\uc2dc \uc624\ud508 \uc804\uc5d0 \uc804 \uc9c1\uc6d0\uc774 \ubaa8\uc5ec\uc11c \ud68c\uc758\ub97c \ud55c\ub2e4\uace0 \ud574\uc694. \uc774 \ub54c \uc801\uadf9\uc801\uc73c\ub85c \ucd94\ucc9c\uace0\uac1d(Promoters)\uacfc \ube44\ucd94\ucc9c\uace0\uac1d(Detractors)\uc758 \ud53c\ub4dc\ubc31\uc774 \uacf5\uc720\ub429\ub2c8\ub2e4. \ucd94\ucc9c\uace0\uac1d\uc774 \ub0a8\uae34 \ud53c\ub4dc\ubc31\uc758 \uacbd\uc6b0 \ud574\ub2f9 \uc9c1\uc6d0\uc744 \uc5b8\uae09\ud558\uace0 \uce6d\ucc2c\ud558\uba70 \uc0ac\uae30\ub97c \ubd81\ub3cb\uc544\uc8fc\uac8c \ub429\ub2c8\ub2e4. \ubc18\uba74 \ube44\ucd94\ucc9c\uace0\uac1d\uc774 \ub0a8\uae34 \ud53c\ub4dc\ubc31\uc758 \uacbd\uc6b0 \uc790\uce6b \ub3d9\uae30\ubd80\uc5ec\uc5d0 \ud574\uac00 \ub420 \uc218 \uc788\uc73c\ub2c8 \uace0\uac1d\uc758 \uc758\uacac\ub9cc \uc870\uc2ec\uc2a4\ub808 \uc804\ub2ec\ud558\uc5ec \ud300 \uc804\uccb4\uc5d0\uac8c \uacbd\uac01\uc2ec\uc744 \ubd80\uc5ec\ud558\uac8c \ub429\ub2c8\ub2e4. \uc774\ub807\uac8c \ud558\uba74 \ud300\uc6d0 \uc804\uccb4\uac00 \u2018\uc8fc\uc778\uc758\uc2dd\u2019\uc744 \uac16\uace0 \uc77c\ud560 \uc218 \uc788\ub294 \ubd84\uc704\uae30\uac00 \uc790\uc5f0\uc2a4\ub808 \ud615\uc131\ub41c\ub2e4\uace0 \ud558\ub124\uc694.<\/p>\n<p>&nbsp;<\/p>\n<p id=\"8fc0\" class=\"graf graf--p graf-after--p\" style=\"text-align: center\"><strong class=\"markup--strong markup--p-strong\">\uc751\uc6a9 \uc0ac\ub840\u00a0: \uc5d0\uc5b4\ube44\uc564\ube44(Airbnb)\uc758 \uc7ac\uc608\uc57d\ub960\uacfc NPS \uc0ac\ub840<\/strong><\/p>\n<figure id=\"b35f\" class=\"graf graf--figure graf-after--p\">\n<div class=\"aspectRatioPlaceholder is-locked\">\n<div class=\"progressiveMedia js-progressiveMedia graf-image is-canvasLoaded is-imageLoaded\"><img decoding=\"async\" class=\"progressiveMedia-image js-progressiveMedia-image aligncenter\" src=\"https:\/\/i0.wp.com\/cdn-images-1.medium.com\/max\/800\/1*FrcHPILE5p8usjPDJcHpCQ.png?w=1170&#038;ssl=1\" data-recalc-dims=\"1\" \/><\/div>\n<\/div><figcaption class=\"imageCaption\">\ucd9c\ucc98\u00a0:\u00a0<a class=\"markup--anchor markup--figure-anchor\" href=\"http:\/\/nerds.airbnb.com\/nps-rebooking\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">How well does NPS predict rebooking<\/a><\/figcaption><\/figure>\n<p id=\"e5e1\" class=\"graf graf--p graf-after--figure\" style=\"text-align: left\">\uc5d0\uc5b4\ube44\uc564\ube44\ub294 NPS \uc9c8\ubb38\uc744 \ud1b5\ud574 \uc720\uc800\uc758 \uacbd\ud5d8(User Experience)\ub97c \uce21\uc815\ud558\uace0\uc790 \ud588\ub2e4\uace0 \ud574\uc694. \uadf8\ub9ac\uace0 \ub3c5\ud2b9\ud55c \uc810\uc740 NPS \uc810\uc218\ubcf4\ub2e4\ub3c4 \u2018\ucd94\ucc9c \uc758\ud5a5 \uc810\uc218(Likelihood to recommend)\u2019\uc640 \uc7ac\uc608\uc57d\ub960 \uc0ac\uc774\uc758 \uc0c1\uad00 \uad00\uacc4\uc5d0 \uc9d1\uc911\ud588\ub2e4\uace0 \ud569\ub2c8\ub2e4. \uc5ec\uae30\uc5d0\uc11c \uc7a0\uc2dc! \ucd94\ucc9c \uc758\ud5a5 \uc810\uc218\ub294 NPS \uc124\ubb38 \uc2dc 0~10\uc810 \ucc99\ub3c4\ub85c \uc720\uc800\uac00 \uc8fc\ub294 \uc810\uc218\ub97c \ub73b\ud569\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc774\ub54c NPS \uc774\uc678\uc5d0\ub3c4 \uc7ac\uc608\uc57d\ub960\uc5d0 \uc601\ud5a5\uc744 \uc8fc\ub294 \uc694\uc18c\ub4e4\ub3c4 \ud568\uaed8 \uc870\uc0ac\ud588\ub2e4\uace0 \ud574\uc694. \uc608\ub97c \ub4e4\uc5b4 \ub9ac\ubdf0 \uc810\uc218, \ubaa9\uc801\uc9c0, \uc219\ubc15 \uac00\uaca9, \ubc29 \uc720\ud615 \ub4f1\uc774 \uc7ac\uc608\uc57d\ub960\uc5d0 \uc601\ud5a5\uc744 \uc904 \uc218 \uc788\uaca0\uc8e0? \uadf8 \uacb0\uacfc \ucd94\ucc9c\uc758\ud5a5 \uc810\uc218\uac00 \ub2e4\ub978 \uc694\uc18c\ub4e4\uc5d0 \ube44\ud574\uc11c \uc7ac\uc608\uc57d\ub960 \uc608\uce21\uc5d0 \uac00\uc7a5 \uc720\uc6a9\ud588\ub2e4\uace0 \ud569\ub2c8\ub2e4! \uc9dd\uc9dd\uc9dd. \ub2e4\ub9cc \ucd94\ucc9c\uc758\ud5a5 \uc810\uc218 \ubc0f \ub2e4\ub978 \uc694\uc18c\ub4e4\uc774 \uc11c\ub85c \ubc00\uc811\ud55c \uc5f0\uad00\uc131\uc744 \uac16\uae30\uc5d0 NPS \ub2e8\ub3c5\uc73c\ub85c\ub294 \uc608\uce21\uc815\ud655\ub3c4\ub97c 0.002% \uc0c1\uc2b9\uc2dc\ud0a4\ub294 \ub370\uc5d0 \uadf8\ucce4\ub2e4\uace0 \ud558\ub124\uc694.<\/p>\n<p id=\"6daa\" class=\"graf graf--p graf-after--p graf--trailing\" style=\"text-align: left\">\ub530\ub77c\uc11c \ub450 \uae30\uc5c5\uc758 \uc11c\ube44\uc2a4\/\uc81c\ud488 \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud558\ub294 \uc608\uc2dc\uc5d0\uc11c\ub294 \uc560\ud50c\uc2a4\ud1a0\uc5b4\uac00 \uac00\uc7a5 \ub2e8\uc21c\ud558\uac8c NPS\ub97c \uc801\uc6a9\ud558\uace0 \ud65c\uc6a9\ud558\ub294 \uc88b\uc740 \uc608\uc2dc\uac00 \ub420 \uc218 \uc788\uaca0\ub124\uc694. \ubc18\uba74 \uc5d0\uc5b4\ube44\uc564\ube44\uc758 \uacbd\uc6b0 \uc0ac\uc5c5\uc5d0 \uc601\ud5a5\uc744 \uc8fc\ub294 \ub2e4\ub978 \uc694\uc18c\ub4e4\uae4c\uc9c0 \ucca0\uc800\ud558\uac8c \uace0\ub824\ud558\uc5ec \uc5ec\ub7ec \ubd84\uc11d \ubc29\ubc95\uc758 \uc77c\ud658\uc73c\ub85c NPS\ub97c \uc798 \ud65c\uc6a9\ud55c \uc608\uac00 \uc544\ub2d0\uae4c \uc0dd\uac01\ub429\ub2c8\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<\/div>\n<\/section>\n<section class=\"section section--body\">\n<div class=\"section-divider\" style=\"text-align: left\">\n<hr class=\"section-divider\" \/><\/div>\n<div class=\"section-content\">\n<div class=\"section-inner sectionLayout--insetColumn\">\n<p>&nbsp;<\/p>\n<p id=\"f1dd\" class=\"graf graf--p graf--leading\" style=\"text-align: left\">\u2018\uace0\uac1d\uc758 \ubaa9\uc18c\ub9ac (VoC\u00a0: Voice of Customer)\u2019\ub97c \ub4e3\ub294 \uac83\uc774 \uc131\uacf5\uc744 \uc88c\uc6b0\ud55c\ub2e4\ub294 \ub9d0\uc740 \uc9c4\ubd80\ud558\uc9c0\ub9cc \uadf8\ub9cc\ud07c \uc9c4\ub9ac\ub85c \uc5ec\uaca8\uc9d1\ub2c8\ub2e4. \uadf8\ub7f0 \uc758\ubbf8\uc5d0\uc11c NPS\ub294 \uac00\uc7a5 \uc27d\uace0 \uce21\uc815 \uac00\ub2a5\ud558\uac8c \uace0\uac1d\uc758 \ubaa9\uc18c\ub9ac\ub97c \uc5bb\ub294 \ubc29\ubc95\uc778 \ub3d9\uc2dc\uc5d0 \uc5ec\ub7ec \ubc29\ud5a5\uc73c\ub85c \uc751\uc6a9\ub3c4 \uac00\ub2a5\ud55c \uc720\uc6a9\ud55c \uc9c0\ud45c \uac19\uc2b5\ub2c8\ub2e4.<\/p>\n<p id=\"1176\" class=\"graf graf--p graf-after--p\">\ub2e4\uc74c \ud3ec\uc2a4\ud305\uc5d0\uc11c\ub294 <strong class=\"markup--strong markup--p-strong\">NPS \uc2e4\ud589\ud558\uae30<\/strong>\uc5d0 \uad00\ud55c \ud3ec\uc2a4\ud305\uc744 \ub4e4\uace0 \uc624\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n<p id=\"77d8\" class=\"graf graf--p graf-after--p graf--trailing\">\u00a0<\/p>\n<\/div>\n<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>\uc794\ub514 CX \ud300\uc740 Customer Experience \ub77c\ub294 \ud300 \uc774\ub984\uc5d0 \uac78\ub9de\uac8c &#8216;\uc0ac\uc6a9\uc790\ub4e4\uc774 \uc794\ub514\ub97c \ucd94\ucc9c\ud558\ub294 \uc9c0\uc218&#8217;\uc778 &#8216;NPS (Net Promoter Score)&#8217;\ub97c \uc800\ud76c \ud300 \ub9cc\uc758 \uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c\ub85c \uc0bc\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc6b0\ub9ac \uc11c\ube44\uc2a4\uc758 \uc131\uacfc \uc9c0\ud45c\ub294 \ubb50\ub85c \uc7a1\uc744 \uc9c0 \uace0\ubbfc\uc911\uc774\uc138\uc694? \uc800\ud76c \ud300\uc774 \uc870\uc0ac\ud558\uace0 \uc788\ub294 NPS\ub97c \uac1c\ub150\ubd80\ud130 \ucc28\ub840\ucc28\ub840 \uc54c\uc544\ubcf4\uc2dc\uba74 \uc88b\uc744 \uac83 \uac19\uc2b5\ub2c8\ub2e4.\u00a0<\/p>\n","protected":false},"author":14,"featured_media":10023,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"smart-work","meta":{"footnotes":""},"categories":[2166],"tags":[734,737,108,1964,1961,1972,1973,1971,384],"class_list":["post-9819","post","type-post","status-publish","format-smart-work","has-post-thumbnail","hentry","category-smartwork","tag-b2b-","tag-cx","tag-jandi","tag-kpi","tag-nps","tag-1972","tag-1973","tag-1971","tag-384","post_format-smart-work"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c\ub85c \uace0\ubbfc\uc911\uc774\uc138\uc694? \u2460 NPS \uac1c\ub150\uc54c\uae30 - \uc5c5\ubb34\uc6a9 \ud611\uc5c5\ud234 JANDI \ube14\ub85c\uadf8<\/title>\n<meta name=\"description\" content=\"\uc794\ub514 CX \ud300\uc740 Customer Experience \ub77c\ub294 \ud300 \uc774\ub984\uc5d0 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content=\"\uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c\ub85c \uace0\ubbfc\uc911\uc774\uc138\uc694? \u2460 NPS \uac1c\ub150\uc54c\uae30 - \uc5c5\ubb34\uc6a9 \ud611\uc5c5\ud234 JANDI \ube14\ub85c\uadf8\" \/>\n<meta property=\"og:description\" content=\"\uc794\ub514 CX \ud300\uc740 Customer Experience \ub77c\ub294 \ud300 \uc774\ub984\uc5d0 \uac78\ub9de\uac8c &#039;\uc0ac\uc6a9\uc790\ub4e4\uc774 \uc794\ub514\ub97c \ucd94\ucc9c\ud558\ub294 \uc9c0\uc218&#039;\uc778 &#039;NPS (Net Promoter Score)&#039;\ub97c \uc800\ud76c \ud300 \ub9cc\uc758 \uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c\ub85c \uc0bc\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc6b0\ub9ac \uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c\ub85c \uace0\ubbfc\uc911\uc774\uc138\uc694? \u2460 NPS \uac1c\ub150\uc54c\uae30 \uc800\ud76c \ud300\uc774 \uc870\uc0ac\ud558\uace0 \uc788\ub294 NPS\ub97c \uac1c\ub150\ubd80\ud130 \ucc28\ub840\ucc28\ub840 \uc54c\uc544\ubcf4\uc2dc\uba74 \uc88b\uc744 \uac83 \uac19\uc2b5\ub2c8\ub2e4.\u00a0\" \/>\n<meta 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name=\"twitter:site\" content=\"@jandihq\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jessica\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/blog.jandi.com\/ko\/2018\/11\/07\/what_is_nps\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/blog.jandi.com\/ko\/2018\/11\/07\/what_is_nps\/\"},\"author\":{\"name\":\"Jessica\",\"@id\":\"https:\/\/blog.jandi.com\/ko\/#\/schema\/person\/e63c25169bc21ed6a8891682ef512046\"},\"headline\":\"\uc11c\ube44\uc2a4 \uc131\uacfc \uc9c0\ud45c\ub85c \uace0\ubbfc\uc911\uc774\uc138\uc694? \u2460 NPS 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