{"id":1311,"date":"2025-09-30T18:06:42","date_gmt":"2025-09-30T09:06:42","guid":{"rendered":"https:\/\/generalasahi.co.jp\/cd\/ec\/?post_type=column&#038;p=1311"},"modified":"2025-10-30T16:31:44","modified_gmt":"2025-10-30T07:31:44","slug":"customer-satisfaction","status":"publish","type":"column","link":"https:\/\/generalasahi.co.jp\/cd\/ec\/column\/customer-satisfaction\/","title":{"rendered":"\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CS\uff09\u3092\u4f01\u696d\u6210\u9577\u306b\u3064\u306a\u3052\u308b\u5b9f\u8df5\u7684\u30a2\u30d7\u30ed\u30fc\u30c1"},"content":{"rendered":"\n<p>\u30d3\u30b8\u30cd\u30b9\u74b0\u5883\u304c\u6025\u901f\u306b\u5909\u5316\u3059\u308b\u73fe\u4ee3\u306b\u304a\u3044\u3066\u3001\u4f01\u696d\u306b\u3068\u3063\u3066\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u6027\u306f\u3001\u3082\u306f\u3084\u7121\u8996\u3067\u304d\u306a\u3044\u307b\u3069\u91cd\u8981\u306a\u8981\u7d20\u3067\u3059\u3002\u9867\u5ba2\u306e\u58f0\uff08voice of 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class=\"wp-block-heading\"><strong>\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CS\uff09\u300d\u3068\u306f<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"450\" src=\"https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/column_034_img01.jpeg\" alt=\"\" class=\"wp-image-1357\" srcset=\"https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/column_034_img01.jpeg 800w, https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/column_034_img01-300x169.jpeg 300w, https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/column_034_img01-768x432.jpeg 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n\n\n<p>\u9867\u5ba2\u6e80\u8db3\u3068\u306f\u3001\u82f1\u8a9e\u3067Customer 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Web\u30b5\u30a4\u30c8\u3067\u306e\u9867\u5ba2\u306e\u884c\u52d5\u30c7\u30fc\u30bf<\/strong><\/h3>\n\n\n\n<p>\u3053\u306e\u8abf\u67fb\u306e\u6838\u5fc3\u3068\u306a\u308b\u306e\u304c\u3001\u30a2\u30af\u30bb\u30b9\u89e3\u6790\u30c4\u30fc\u30eb\u306e\u6d3b\u7528\u3067\u3059\u3002\u4f8b\u3048\u3070\u3001Google Analytics\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u4f7f\u3048\u3070\u3001\u9867\u5ba2\u304cWeb\u30b5\u30a4\u30c8\u306b\u30a2\u30af\u30bb\u30b9\u3057\u3001\u30b5\u30a4\u30c8\u5185\u3067\u3069\u306e\u3088\u3046\u306a\u884c\u52d5\u3092\u53d6\u3063\u305f\u306e\u304b\u3092\u8a73\u7d30\u306b\u5206\u6790\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<p><strong>\u6d41\u5165\u7d4c\u8def\u306e\u5206\u6790: <\/strong>\u9867\u5ba2\u304cGoogle\u691c\u7d22\u3001SNS\u3001\u5e83\u544a\u306a\u3069\u3001\u3069\u306e\u30c1\u30e3\u30cd\u30eb\u304b\u3089\u6765\u305f\u304b\u3092\u628a\u63e1\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u3069\u306e\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u65bd\u7b56\u304c\u52b9\u679c\u7684\u304b\u3001\u307e\u305f\u306f\u3069\u306e\u30c1\u30e3\u30cd\u30eb\u306e\u9867\u5ba2\u304c\u7279\u5b9a\u306e\u88fd\u54c1\u306b\u95a2\u5fc3\u304c\u9ad8\u3044\u304b\u3092\u5224\u65ad\u3067\u304d\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u300c\u88fd\u54c1A\u306e\u30da\u30fc\u30b8\u306b\u306fSNS\u304b\u3089\u306e\u6d41\u5165\u304c\u591a\u3044\u300d\u3068\u5206\u304b\u308c\u3070\u3001SNS\u3067\u306e\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u3092\u5f37\u5316\u3059\u308b\u30d2\u30f3\u30c8\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p><strong>\u884c\u52d5\u5c65\u6b74\u306e\u5206\u6790:<\/strong> \u30b5\u30a4\u30c8\u5185\u3067\u9867\u5ba2\u304c\u3069\u306e\u30da\u30fc\u30b8\u3092\u8a2a\u308c\u3001\u3069\u308c\u304f\u3089\u3044\u306e\u6642\u9593\u6ede\u5728\u3057\u3001\u3069\u3053\u3067\u96e2\u8131\u3057\u305f\u304b\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u300cFAQ\u30da\u30fc\u30b8\u3092\u898b\u305f\u5f8c\u306b\u96e2\u8131\u3059\u308b\u9867\u5ba2\u304c\u591a\u3044\u300d\u3068\u3044\u3046\u30c7\u30fc\u30bf\u304c\u3042\u308c\u3070\u3001FAQ\u306e\u5185\u5bb9\u3092\u6539\u5584\u3057\u305f\u308a\u3001\u3088\u308a\u898b\u3084\u3059\u3044\u5834\u6240\u306b\u914d\u7f6e\u3057\u305f\u308a\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u7591\u554f\u3092\u89e3\u6d88\u3057\u3001\u8cfc\u5165\u306b\u3064\u306a\u3052\u308b\u6a5f\u4f1a\u3092\u5897\u3084\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u30a2\u30af\u30bb\u30b9\u72b6\u6cc1\u306e\u628a\u63e1\u306f\u3059\u3050\u306b\u59cb\u3081\u3089\u308c\u308b\u6709\u52b9\u306a\u65b9\u6cd5\u3067\u3042\u308a\u3001\u307e\u305a\u306f\u81ea\u793e\u306eWeb\u5206\u6790\u304b\u3089\u9867\u5ba2\u50cf\u306e\u7406\u89e3\u3092\u6df1\u3081\u308b\u3053\u3068\u3092\u304a\u3059\u3059\u3081\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. \u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb<\/strong><\/h3>\n\n\n\n<p>\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u306f\u3001\u9867\u5ba2\u306e\u5546\u54c1\u306e\u671f\u5f85\u3084\u4f53\u9a13\u3092\u5177\u4f53\u7684\u306b\u6e2c\u308b\u306e\u306b\u6709\u52b9\u3067\u3059\u3002Web\u30d5\u30a9\u30fc\u30e0\u306a\u3069\u3067\u624b\u8efd\u306b\u56de\u7b54\u3092\u5f97\u3089\u308c\u308b\u305f\u3081\u5e83\u304f\u6d3b\u7528\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u30a2\u30f3\u30b1\u30fc\u30c8\u8a2d\u8a08\u306e\u30dd\u30a4\u30f3\u30c8\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u76ee\u7684\u3092\u660e\u78ba\u306b\u3059\u308b\uff1a\u4f55\u3092\u77e5\u308a\u305f\u3044\u306e\u304b\u3092\u5177\u4f53\u5316\u3059\u308b\u3002<\/p>\n\n\n\n<p>\u9069\u5207\u306a\u56de\u7b54\u6570\u306b\u3059\u308b\uff1a\u591a\u3059\u304e\u308b\u8cea\u554f\u306f\u907f\u3051\u3001\u56de\u7b54\u8ca0\u62c5\u3092\u8efd\u6e1b\u3002<\/p>\n\n\n\n<p>\u7b54\u3048\u3084\u3059\u3044\u8cea\u554f\u3092\u4f5c\u308b\uff1a\u66d6\u6627\u306a\u8868\u73fe\u3084\u96e3\u89e3\u306a\u8cea\u554f\u3092\u907f\u3051\u308b\u3002<\/p>\n\n\n\n<p>\u533f\u540d\u6027\u3092\u78ba\u4fdd\u3059\u308b\uff1a\u81ea\u7531\u306b\u7387\u76f4\u306a\u56de\u7b54\u3092\u4fc3\u3059\u3002<\/p>\n\n\n\n<p>\u3053\u308c\u3089\u3092\u610f\u8b58\u3059\u308b\u3068\u56de\u7b54\u7387\u304c\u4e0a\u304c\u308a\u3001\u3088\u308a\u4fe1\u983c\u6027\u306e\u9ad8\u3044\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. \u30a4\u30f3\u30bf\u30d3\u30e5\u30fc\u8abf\u67fb<\/strong><\/h3>\n\n\n\n<p>\u9867\u5ba2\u3068\u76f4\u63a5\u5bfe\u8a71\u3092\u901a\u3058\u3066\u610f\u898b\u3092\u805e\u304f\u300c\u30a4\u30f3\u30bf\u30d3\u30e5\u30fc\u8abf\u67fb\u300d\u306f\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u306f\u5f97\u306b\u304f\u3044\u5177\u4f53\u7684\u306a\u30cb\u30fc\u30ba\u3084\u8ab2\u984c\u3092\u6398\u308a\u4e0b\u3052\u308b\u306e\u306b\u9069\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u65b9\u6cd5\u306f\u5bfe\u9762\u3001\u96fb\u8a71\u3001\u30e1\u30fc\u30eb\u3001\u30aa\u30f3\u30e9\u30a4\u30f3\u306a\u3069\u591a\u69d8\u3002\u30b0\u30eb\u30fc\u30d7\u30a4\u30f3\u30bf\u30d3\u30e5\u30fc\u5f62\u5f0f\u3067\u8907\u6570\u306e\u9867\u5ba2\u304b\u3089\u540c\u6642\u306b\u610f\u898b\u3092\u805e\u304f\u65b9\u6cd5\u3082\u3042\u308a\u307e\u3059\u3002\u53b3\u3057\u3044\u610f\u898b\u3092\u542b\u3081\u3001\u9867\u5ba2\u306e\u58f0\u306b\u771f\u646f\u306b\u5411\u304d\u5408\u3046\u59ff\u52e2\u304c\u6210\u9577\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u52b9\u7387\u7684\u306a\u30c7\u30fc\u30bf\u7ba1\u7406\u306b\u306fCRM\u30c4\u30fc\u30eb\u306e\u5c0e\u5165\u3082\u52b9\u679c\u7684\u3067\u3059\u3002CRM\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u60c5\u5831\u306e\u4e00\u5143\u7ba1\u7406\u3084\u5c65\u6b74\u628a\u63e1\u304c\u53ef\u80fd\u306b\u306a\u308a\u3001\u3088\u308a\u7cbe\u5ea6\u306e\u9ad8\u3044\u5206\u6790\u3084\u65bd\u7b56\u306b\u7d50\u3073\u3064\u3051\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. \u7d71\u8a08\u30c7\u30fc\u30bf\u53ce\u96c6\u30fb\u5206\u6790<\/strong><\/h3>\n\n\n\n<p>\u516c\u7684\u6a5f\u95a2\u3084\u8abf\u67fb\u4f1a\u793e\u304c\u63d0\u4f9b\u3059\u308b\u7d71\u8a08\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3057\u3066\u3001\u6d88\u8cbb\u8005\u306e\u50be\u5411\u3084\u5e02\u5834\u52d5\u5411\u3092\u628a\u63e1\u3059\u308b\u65b9\u6cd5\u3067\u3059\u3002\u4f8b\u3048\u3070\u5e02\u5834\u898f\u6a21\u306e\u63a8\u79fb\u3084\u5546\u54c1\u30ab\u30c6\u30b4\u30ea\u3054\u3068\u306e\u652f\u51fa\u52d5\u5411\u306a\u3069\u3092\u5206\u6790\u3057\u3001\u696d\u754c\u5168\u4f53\u306e\u6d88\u8cbb\u8005\u610f\u8b58\u306e\u5909\u5316\u3092\u7406\u89e3\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u3053\u308c\u306b\u3088\u308a\u3001\u9867\u5ba2\u306e\u4e8b\u524d\u671f\u5f85\u3084\u30cb\u30fc\u30ba\u306e\u30c8\u30ec\u30f3\u30c9\u3092\u628a\u63e1\u3057\u3001\u81ea\u793e\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u5411\u4e0a\u7b56\u306b\u5f79\u7acb\u3066\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u3001\u3053\u308c\u3089\u8907\u6570\u306e\u8abf\u67fb\u65b9\u6cd5\u3092\u7d44\u307f\u5408\u308f\u305b\u3066\u5b9f\u65bd\u3057\u3001\u5168\u65b9\u4f4d\u7684\u306b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6b63\u3057\u304f\u628a\u63e1\u3057\u306a\u304c\u3089\u6539\u5584\u3092\u9032\u3081\u308b\u3053\u3068\u304c\u7406\u60f3\u7684\u3067\u3059\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u5411\u4e0a\u306e\u305f\u3081\u306e\u6307\u6a19<\/strong><\/h2>\n\n\n\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6b63\u3057\u304f\u6539\u5584\u3057\u3066\u3044\u304f\u305f\u3081\u306b\u306f\u3001\u300c\u4eca\u3069\u306e\u5730\u70b9\u306b\u3044\u308b\u306e\u304b\u300d\u3092\u77e5\u308b\u305f\u3081\u306e\u6307\u6a19\u304c\u6b20\u304b\u305b\u307e\u305b\u3093\u3002\u71b1\u610f\u3060\u3051\u3067\u306f\u65b9\u5411\u3092\u8aa4\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u6307\u6a19\u3092\u6301\u3066\u3070\u9032\u3080\u3079\u304d\u30eb\u30fc\u30c8\u304c\u660e\u78ba\u306b\u306a\u308a\u307e\u3059\u3002\u4f01\u696d\u304c\u3088\u304f\u7528\u3044\u308b\u4ee3\u8868\u7684\u306a\u6307\u6a19\u306b\u306f\u3001JCSI\u3001CSAT\u3001NPS\u3001CES\u306e4\u3064\u304c\u3042\u308a\u307e\u3059\u3002\u3044\u305a\u308c\u3082\u4e00\u9577\u4e00\u77ed\u304c\u3042\u308a\u3001\u76ee\u7684\u3084\u6d3b\u7528\u30b7\u30fc\u30f3\u306b\u5fdc\u3058\u3066\u4f7f\u3044\u5206\u3051\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<figure class=\"wp-block-table has-small-font-size\"><table><tbody><tr><td>\u6307\u6a19<\/td><td>\u6982\u8981<\/td><\/tr><tr><td>JCSI (\u65e5\u672c\u7248\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570)<\/td><td>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u69cb\u6210\u3059\u308b\u300c\u9867\u5ba2\u671f\u5f85\u300d\u300c\u77e5\u899a\u54c1\u8cea\u300d\u300c\u77e5\u899a\u4fa1\u5024\u300d\u300c\u9867\u5ba2\u6e80\u8db3\u300d\u300c\u63a8\u5968\u610f\u5411\u300d\u300c\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u300d\u306e6\u3064\u306e\u9805\u76ee\u304b\u3089\u7dcf\u5408\u7684\u306b\u8a55\u4fa1\u3059\u308b\u6307\u6a19\u3067\u3059\u3002<\/td><\/tr><tr><td>CSAT (\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2)<\/td><td>\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u30925\u6bb5\u968e\u308410\u6bb5\u968e\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u76f4\u63a5\u5c0b\u306d\u3001\u305d\u306e\u5e73\u5747\u70b9\u3084\u6e80\u8db3\u3057\u305f\u3068\u56de\u7b54\u3057\u305f\u4eba\u306e\u5272\u5408\u3092\u7b97\u51fa\u3059\u308b\u30b7\u30f3\u30d7\u30eb\u306a\u6307\u6a19\u3067\u3059\u3002<\/td><\/tr><tr><td>CES (\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2)<\/td><td>\u30b5\u30fc\u30d3\u30b9\u5229\u7528\u6642\u306b\u9867\u5ba2\u304c\u3069\u308c\u3060\u3051\u300c\u624b\u9593\u300d\u3084\u300c\u52b4\u529b\u300d\u3092\u611f\u3058\u305f\u304b\u3092\u6e2c\u308b\u6307\u6a19\u3067\u3059\u3002\u9867\u5ba2\u306e\u30b9\u30c8\u30ec\u30b9\u3084\u8ca0\u62c5\u304c\u5c11\u306a\u3044\u307b\u3069\u3001\u9ad8\u8a55\u4fa1\u3068\u306a\u308a\u307e\u3059\u3002<\/td><\/tr><tr><td>NPS (\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2)<\/td><td>\u300c\u3053\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u53cb\u4eba\u3084\u540c\u50da\u306b\u3069\u308c\u304f\u3089\u3044\u52e7\u3081\u305f\u3044\u304b\uff1f\u300d\u30920\u304b\u308910\u306e11\u6bb5\u968e\u3067\u5c0b\u306d\u3001\u63a8\u5968\u8005\u3001\u4e2d\u7acb\u8005\u3001\u6279\u5224\u8005\u306b\u5206\u985e\u3057\u3066\u30b9\u30b3\u30a2\u3092\u7b97\u51fa\u3059\u308b\u6307\u6a19\u3067\u3059\u3002\u4f01\u696d\u306e\u6210\u9577\u6027\u3084\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u6e2c\u308b\u306e\u306b\u9069\u3057\u3066\u3044\u307e\u3059\u3002<\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><a href=\"https:\/\/www.jpc-net.jp\/research\/jcsi\/\"><strong>JCSI\uff08Japanese Customer Satisfaction Index\uff09<\/strong><\/a><\/h3>\n\n\n\n<p>JCSI\uff08Japanese Customer Satisfaction Index\uff09\u306f\u3001CS\u89e3\u6790\u7406\u8ad6\u3092\u30d9\u30fc\u30b9\u306b\u958b\u767a\u3055\u308c\u305f\u8cfc\u5165\u5f8c\u306b\u9867\u5ba2\u304c\u611f\u3058\u305f\u4fa1\u5024\u304c\u3001\u4e8b\u524d\u306e\u671f\u5f85\u5024\u3092\u3069\u308c\u3060\u3051\u4e0a\u56de\u3063\u305f\u304b\u3092\u6e2c\u308b\u6307\u6a19\u3067\u300c\u65e5\u672c\u7248\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570\u300d\u3068\u547c\u3070\u308c\u3066\u3044\u307e\u3059\u3002\u696d\u754c\u3092\u6a2a\u65ad\u3057\u305f\u6bd4\u8f03\u304c\u53ef\u80fd\u306a\u6307\u6a19\u3068\u3057\u3066\u3001\u591a\u304f\u306e\u4f01\u696d\u306b\u6d3b\u7528\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u3053\u306e\u8abf\u67fb\u306e\u7279\u5fb4\u306f\u3001\u300c\u9867\u5ba2\u671f\u5f85\u300d\u300c\u77e5\u899a\u54c1\u8cea\u300d\u300c\u77e5\u899a\u4fa1\u5024\u300d\u300c\u9867\u5ba2\u6e80\u8db3\u300d\u300c\u63a8\u5968\u610f\u5411\u300d\u300c\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u300d\u3068\u3044\u30466\u3064\u306e\u8981\u7d20\u304b\u3089\u69cb\u6210\u3055\u308c\u3001\u6e80\u8db3\u5ea6\u3092\u591a\u9762\u7684\u304b\u3064\u5305\u62ec\u7684\u306b\u8a55\u4fa1\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<p><strong>JCSI\uff1d\u8cfc\u5165\u5f8c\u306b\u9867\u5ba2\u304c\u611f\u3058\u305f\u4fa1\u5024 \u30fc \u8cfc\u5165\u524d\u306e\u671f\u5f85\u5024<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"750\" height=\"420\" src=\"https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2025-09-30-18.00.38.png\" alt=\"\u65e5\u672c\u7248CSI\u30e2\u30c7\u30eb\" class=\"wp-image-1373\" srcset=\"https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2025-09-30-18.00.38.png 750w, https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2025-09-30-18.00.38-300x168.png 300w\" sizes=\"auto, (max-width: 750px) 100vw, 750px\" \/><\/figure>\n\n\n\n<p class=\"has-text-align-right\"><a href=\"https:\/\/www.jpc-net.jp\/research\/detail\/002962.html\">\u65e5\u672c\u7248\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570\uff08\u65e5\u672c\u7248CSI\uff09\u30e2\u30c7\u30eb<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>CSAT\uff08Customer Satisfaction Score\uff09<\/strong><\/h3>\n\n\n\n<p>CSAT\u306f\u3001\u3082\u3063\u3068\u3082\u30b7\u30f3\u30d7\u30eb\u3067\u5e83\u304f\u4f7f\u308f\u308c\u3066\u3044\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6a19\u3067\u3059\u3002\u5178\u578b\u7684\u306b\u306f\u300c\u4eca\u56de\u306e\u30b5\u30fc\u30d3\u30b9\u306b\u3069\u306e\u7a0b\u5ea6\u6e80\u8db3\u3057\u307e\u3057\u305f\u304b\uff1f\u300d\u3068\u3044\u3063\u305f\u8cea\u554f\u3092\u884c\u3044\u30011\u301c5\u30841\u301c10\u6bb5\u968e\u3067\u56de\u7b54\u3092\u96c6\u8a08\u3057\u307e\u3059\u3002\u5e73\u5747\u5024\u3084\u6e80\u8db3\u5ea6\u304c\u9ad8\u3044\u5272\u5408\u3092\u7b97\u51fa\u3057\u3001\u9867\u5ba2\u304c\u305d\u306e\u6642\u70b9\u3067\u62b1\u304f\u8a55\u4fa1\u3092\u53ef\u8996\u5316\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u5229\u70b9\u306f\u3001\u9867\u5ba2\u304c\u7b54\u3048\u3084\u3059\u304f\u3001\u6bd4\u8f03\u7684\u77ed\u671f\u9593\u3067\u50be\u5411\u3092\u3064\u304b\u3081\u308b\u3053\u3068\u3067\u3059\u3002\u4e00\u65b9\u3067\u3001\u76f4\u8fd1\u306e\u4f53\u9a13\u306b\u5de6\u53f3\u3055\u308c\u3084\u3059\u304f\u3001\u9577\u671f\u7684\u306a\u95a2\u4fc2\u6027\u3084\u518d\u5229\u7528\u610f\u5411\u307e\u3067\u306f\u53cd\u6620\u3055\u308c\u306b\u304f\u3044\u5074\u9762\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>CES\uff08Customer Effort Score\uff09<\/strong><\/h3>\n\n\n\n<p>CES\u306f\u3001\u9867\u5ba2\u304c\u76ee\u7684\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u3069\u308c\u3060\u3051\u306e\u52aa\u529b\u3092\u8981\u3057\u305f\u304b\u3092\u6e2c\u308b\u6307\u6a19\u3067\u3059\u3002\u4f8b\u3048\u3070\u3001\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u3084\u6ce8\u6587\u30d7\u30ed\u30bb\u30b9\u3092\u7d42\u3048\u305f\u9867\u5ba2\u306b\u300c\u3053\u306e\u624b\u7d9a\u304d\u3092\u5b8c\u4e86\u3059\u308b\u306e\u306f\u7c21\u5358\u3067\u3057\u305f\u304b\uff1f\u300d\u3068\u554f\u3044\u3001\u5c11\u306a\u3044\u52b4\u529b\u3067\u6e08\u3080\u307b\u3069\u9ad8\u3044\u30b9\u30b3\u30a2\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u8fd1\u5e74\u306e\u7814\u7a76\u3067\u306f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u5411\u4e0a\u306b\u306f\u300c\u611f\u52d5\u300d\u3088\u308a\u3082\u300c\u624b\u9593\u3092\u6e1b\u3089\u3059\u3053\u3068\u300d\u304c\u6709\u52b9\u3068\u3044\u3046\u7d50\u679c\u304c\u6ce8\u76ee\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u696d\u52d9\u30d7\u30ed\u30bb\u30b9\u306e\u6469\u64e6\u3092\u306a\u304f\u3057\u3001\u9867\u5ba2\u306e\u6642\u9593\u3068\u8ca0\u62c5\u3092\u6e1b\u3089\u3059\u3053\u3068\u306f\u3001\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3068\u30af\u30ec\u30fc\u30e0\u6e1b\u5c11\u306e\u4e21\u7acb\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>NPS\uff08Net Promoter Score\uff09<\/strong><\/h3>\n\n\n\n<p>NPS\u306f\u3001\u300c\u3053\u306e\u4f01\u696d\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u4ed6\u8005\u306b\u3069\u306e\u304f\u3089\u3044\u63a8\u5968\u3057\u305f\u3044\u304b\u300d\u30920\u301c10\u70b9\u3067\u554f\u3044\u3001\u305d\u306e\u7d50\u679c\u304b\u3089\u63a8\u5968\u8005\u30fb\u4e2d\u7acb\u8005\u30fb\u6279\u5224\u8005\u306e\u5272\u5408\u3092\u7b97\u51fa\u3057\u3001\u63a8\u5968\u8005\u306e\u5272\u5408\u304b\u3089\u6279\u5224\u8005\u306e\u5272\u5408\u3092\u5f15\u304f\u3053\u3068\u3067\u6c42\u3081\u307e\u3059\u3002<\/p>\n\n\n\n<p>\uff1c\u8a08\u7b97\u5f0f\uff1e<\/p>\n\n\n\n<p>NPS = \u63a8\u5968\u8005\u306e\u5272\u5408\uff08\uff05\uff09- \u6279\u5224\u8005\u306e\u5272\u5408\uff08\uff05\uff09<\/p>\n\n\n\n<p>\u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u304c\u3069\u308c\u307b\u3069\u30d6\u30e9\u30f3\u30c9\u306b\u4fe1\u983c\u3068\u611b\u7740\u3092\u6301\u3063\u3066\u3044\u308b\u304b\u3092\u793a\u3057\u3001\u5c06\u6765\u7684\u306a\u58f2\u4e0a\u4e88\u6e2c\u3084\u96e2\u53cd\u30ea\u30b9\u30af\u306e\u628a\u63e1\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002\u307e\u305f\u3001NPS\u306e\u6570\u5024\u5909\u52d5\u306f\u7d4c\u55b6\u5c64\u306b\u3082\u308f\u304b\u308a\u3084\u3059\u304f\u3001\u5168\u793e\u7684\u306a\u6539\u5584\u6d3b\u52d5\u306e\u65d7\u5370\u3068\u3057\u3066\u4f7f\u308f\u308c\u3084\u3059\u3044\u306e\u3082\u7279\u5fb4\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u305f\u3060\u3057\u3001NPS\u306f\u9867\u5ba2\u306e\u884c\u52d5\u610f\u5411\u3092\u6e2c\u308b\u305f\u3081\u3001\u77ed\u671f\u7684\u306a\u6539\u5584\u52b9\u679c\u304c\u53cd\u6620\u3055\u308c\u308b\u307e\u3067\u6642\u9593\u304c\u304b\u304b\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u306e\u305f\u3081\u3001CSAT\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u77ed\u671f\u30fb\u9577\u671f\u306e\u4e21\u9762\u304b\u3089\u898b\u308b\u306e\u304c\u671b\u307e\u3057\u3044\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b5\u3064\u306e\u53d6\u308a\u7d44\u307f<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"450\" src=\"https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/column_034_img03.jpeg\" alt=\"\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b5\u3064\u306e\u53d6\u308a\u7d44\u307f\" class=\"wp-image-1359\" srcset=\"https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/column_034_img03.jpeg 800w, https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/column_034_img03-300x169.jpeg 300w, https:\/\/generalasahi.co.jp\/cd\/ec\/wp\/wp-content\/uploads\/2025\/09\/column_034_img03-768x432.jpeg 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n\n\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u6e2c\u5b9a\u3092\u5b9f\u65bd\u3059\u308b\u3068\u3001\u81ea\u793e\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u72b6\u6cc1\u3092\u3042\u3089\u305f\u3081\u3066\u7406\u89e3\u3067\u304d\u307e\u3059\u3002\u3053\u3053\u304b\u3089\u306f\u3001\u305d\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u3088\u308a\u9ad8\u3081\u308b5\u3064\u306e\u53d6\u308a\u7d44\u307f\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u53d6\u308a\u7d44\u307f1.\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u5411\u4e0a<\/strong><\/h3>\n\n\n\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u305f\u3081\u306b\u306f\u3001\u63d0\u4f9b\u3059\u308b\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u54c1\u8cea\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3059\u308b\u3053\u3068\u304c\u5fc5\u8981\u3067\u3059\u3002\u9867\u5ba2\u304b\u3089\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u771f\u646f\u306b\u53d7\u3051\u6b62\u3081\u3001\u88fd\u54c1\u958b\u767a\u3084 \u30b5\u30fc\u30d3\u30b9\u8a2d\u8a08\u306b\u53cd\u6620\u3055\u305b\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3068\u671f\u5f85\u306b\u5fdc\u3048\u308b\u4fa1\u5024\u3092\u5275\u9020\u3067\u304d\u307e\u3059\u3002\u54c1\u8cea\u5411\u4e0a\u306e\u30d7\u30ed\u30bb\u30b9\u306f\u3001\u5358\u306b\u6b20\u9665\u3092\u4fee\u6b63\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u9867\u5ba2\u4f53\u9a13\u5168\u4f53\u3092\u4fef\u77b0\u7684\u306b\u6349\u3048\u3001\u9769\u65b0\u7684\u306a\u6539\u5584\u3092\u8ffd\u6c42\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u9867\u5ba2\u306e\u6f5c\u5728\u7684\u306a\u30cb\u30fc\u30ba\u3092\u7406\u89e3\u3057\u3001\u5148\u3093\u3058\u3066\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3001\u7af6\u5408\u4ed6\u793e\u3068\u306e\u5dee\u5225\u5316\u3092\u56f3\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<h3 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