{"id":7034,"date":"2023-09-10T16:30:20","date_gmt":"2023-09-10T13:30:20","guid":{"rendered":"https:\/\/aic.edu.gr\/uncategorized\/customer-experience-deiktes-apodosis-em\/"},"modified":"2024-02-10T16:41:51","modified_gmt":"2024-02-10T13:41:51","slug":"customer-experience-deiktes-apodosis-em","status":"publish","type":"post","link":"https:\/\/aic.edu.gr\/en\/articles\/customer-experience-deiktes-apodosis-em\/","title":{"rendered":"Customer Experience: \u0394\u03b5\u03af\u03ba\u03c4\u03b5\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd"},"content":{"rendered":"\r\n<p class=\"wp-block-paragraph\">\u03a3\u03cd\u03bc\u03c6\u03c9\u03bd\u03b1 \u03bc\u03b5 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b1 Customer Experience \u03bf\u03b9 \u03c0\u03b5\u03c1\u03b9\u03c3\u03c3\u03cc\u03c4\u03b5\u03c1\u03b5\u03c2 \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03ae\u03c3\u03b5\u03b9\u03c2 \u03c0\u03b1\u03c1\u03b1\u03ba\u03bf\u03bb\u03bf\u03c5\u03b8\u03bf\u03cd\u03bd \u03ad\u03bd\u03b1\u03bd \u03ae \u03c0\u03b5\u03c1\u03b9\u03c3\u03c3\u03cc\u03c4\u03b5\u03c1\u03bf\u03c5\u03c2 \u03b1\u03bd\u03b1\u03b3\u03bd\u03c9\u03c1\u03b9\u03c3\u03bc\u03ad\u03bd\u03bf\u03c5\u03c2 \u0394\u03b5\u03af\u03ba\u03c4\u03b5\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd, \u03cc\u03c0\u03c9\u03c2 Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Churn rate, Retention rate, Customer Lifetime value (CLV).<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u039f\u03b9 \u03af\u03b4\u03b9\u03b5\u03c2 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b5\u03c2 \u03bc\u03b1\u03c2 \u03b4\u03b5\u03af\u03c7\u03bd\u03bf\u03c5\u03bd \u03c0\u03c9\u03c2 \u03c4\u03b1 \u03b4\u03c5\u03bf \u03c4\u03c1\u03af\u03c4\u03b1 \u03c4\u03c9\u03bd \u03b5\u03c4\u03b1\u03b9\u03c1\u03b5\u03b9\u03ce\u03bd \u03c0\u03b1\u03c1\u03b1\u03ba\u03bf\u03bb\u03bf\u03c5\u03b8\u03bf\u03cd\u03bd \u03c4\u03bf NPS, \u03b5\u03bd\u03ce \u03c0\u03b1\u03c1\u03ac\u03bb\u03bb\u03b7\u03bb\u03b1 \u03c4\u03bf churn \u03ae retention rate \u03c7\u03c1\u03b7\u03c3\u03b9\u03bc\u03bf\u03c0\u03bf\u03b9\u03bf\u03cd\u03bd\u03c4\u03b1\u03b9 \u03c3\u03c5\u03bd\u03ae\u03b8\u03c9\u03c2 \u03b3\u03b9\u03b1 \u03c4\u03b7\u03bd \u03c0\u03b5\u03c1\u03b1\u03b9\u03c4\u03ad\u03c1\u03c9 \u03ba\u03b1\u03c4\u03b1\u03bd\u03cc\u03b7\u03c3\u03b7 \u03c4\u03b7\u03c2 \u03c3\u03c7\u03ad\u03c3\u03b7\u03c2 \u03bc\u03b5\u03c4\u03b1\u03be\u03cd \u03b4\u03b9\u03b1\u03c7\u03b5\u03af\u03c1\u03b9\u03c3\u03b7\u03c2 \u03b5\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd \u03ba\u03b1\u03b9 \u03c7\u03c1\u03b7\u03bc\u03b1\u03c4\u03b9\u03ba\u03ae\u03c2 \u03b1\u03be\u03af\u03b1\u03c2 \u03c4\u03bf\u03c5\u03c2.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a4\u03c1\u03b5\u03b9\u03c2 \u03b2\u03b1\u03c3\u03b9\u03ba\u03bf\u03af \u0394\u03b5\u03af\u03ba\u03c4\u03b5\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u0392\u03b1\u03c3\u03b9\u03ba\u03cc\u03c2 \u03c3\u03ba\u03bf\u03c0\u03cc\u03c2 \u03c4\u03c9\u03bd \u0394\u03b5\u03b9\u03ba\u03c4\u03ce\u03bd \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd \u03b5\u03af\u03bd\u03b1\u03b9 \u03bd\u03b1 \u03b2\u03bf\u03b7\u03b8\u03ac \u03c4\u03b7\u03bd \u03b5\u03c0\u03b9\u03c7\u03b5\u03af\u03c1\u03b7\u03c3\u03b7 \u03bd\u03b1 \u03ba\u03b1\u03c4\u03b1\u03bd\u03bf\u03ae\u03c3\u03b5\u03b9 \u03c0\u03cc\u03c3\u03bf \u03c0\u03b9\u03c3\u03c4\u03bf\u03af \u03ba\u03b1\u03b9 \u03c0\u03cc\u03c3\u03bf \u03b9\u03ba\u03b1\u03bd\u03bf\u03c0\u03bf\u03b9\u03b7\u03bc\u03ad\u03bd\u03bf\u03b9 \u03b5\u03af\u03bd\u03b1\u03b9 \u03bf\u03b9 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2 \u03c4\u03b7\u03c2.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u039f\u03b9 \u03c0\u03b9\u03bf \u03b4\u03b7\u03bc\u03bf\u03c6\u03b9\u03bb\u03b5\u03af\u03c2 \u0394\u03b5\u03af\u03ba\u03c4\u03b5\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd \u03c0\u03b5\u03c1\u03b9\u03bb\u03b1\u03bc\u03b2\u03ac\u03bd\u03bf\u03c5\u03bd \u03c4\u03b7 \u03b2\u03b1\u03b8\u03bc\u03bf\u03bb\u03bf\u03b3\u03af\u03b1 Net Promoter Score (NPS), Customer Satisfaction (CSAT) \u03ba\u03b1\u03b9 \u03c4\u03b7 \u03b2\u03b1\u03b8\u03bc\u03bf\u03bb\u03bf\u03b3\u03af\u03b1 \u03c4\u03bf\u03c5 Customer Effort Score.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u0395\u03c6\u03b1\u03c1\u03bc\u03cc\u03c3\u03c4\u03b5 \u03bc\u03b9\u03b1 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b1 NPS \u03b3\u03b9\u03b1 \u03bd\u03b1 \u03c0\u03b1\u03c1\u03b1\u03ba\u03bf\u03bb\u03bf\u03c5\u03b8\u03b5\u03af\u03c4\u03b5 \u03c4\u03b7\u03bd \u03c0\u03b9\u03c3\u03c4\u03cc\u03c4\u03b7\u03c4\u03b1 \u03c4\u03c9\u03bd \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd \u03bc\u03b5 \u03c4\u03b7\u03bd \u03c0\u03ac\u03c1\u03bf\u03b4\u03bf \u03c4\u03bf\u03c5 \u03c7\u03c1\u03cc\u03bd\u03bf\u03c5, \u03bd\u03b1 \u03c3\u03c4\u03ad\u03bb\u03bd\u03b5\u03c4\u03b5 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b5\u03c2 CES \u03b3\u03b9\u03b1 \u03bd\u03b1 \u03ba\u03b1\u03c4\u03b1\u03bb\u03ac\u03b2\u03b5\u03c4\u03b5 \u03c0\u03cc\u03c3\u03bf \u03b5\u03cd\u03ba\u03bf\u03bb\u03bf \u03b5\u03af\u03bd\u03b1\u03b9 \u03b3\u03b9\u03b1 \u03c4\u03bf\u03c5\u03c2 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2 \u03bd\u03b1 \u03bb\u03ac\u03b2\u03bf\u03c5\u03bd \u03c4\u03b7\u03bd \u03c5\u03c0\u03bf\u03c3\u03c4\u03ae\u03c1\u03b9\u03be\u03b7 \u03c0\u03bf\u03c5 \u03c7\u03c1\u03b5\u03b9\u03ac\u03b6\u03bf\u03bd\u03c4\u03b1\u03b9 \u03ae \u03bd\u03b1 \u03b4\u03b9\u03b1\u03bd\u03b5\u03af\u03bc\u03b5\u03c4\u03b5 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b5\u03c2 CSAT \u03b3\u03b9\u03b1 \u03bd\u03b1 \u03ba\u03b1\u03c4\u03b1\u03bd\u03bf\u03ae\u03c3\u03b5\u03c4\u03b5 \u03c0\u03cc\u03c3\u03bf \u03b9\u03ba\u03b1\u03bd\u03bf\u03c0\u03bf\u03b9\u03b7\u03bc\u03ad\u03bd\u03bf\u03b9 \u03b5\u03af\u03bd\u03b1\u03b9 \u03bf\u03b9 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2 \u03c3\u03b5 \u03b2\u03b1\u03c3\u03b9\u03ba\u03ac \u03a3\u03b7\u03bc\u03b5\u03af\u03b1 \u0395\u03c0\u03b1\u03c6\u03ae\u03c2 \u03c3\u03c4\u03bf \u03b3\u03bd\u03c9\u03c3\u03c4\u03cc \u03bc\u03b1\u03c2 \u03a4\u03b1\u03be\u03af\u03b4\u03b9 \u03c4\u03c9\u03bd \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd.<\/p>\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.icbs.gr\/image\/original\/1\/nps.png\" alt=\"nps.png\" \/><\/figure>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">NET PROMOTER SCORE (NPS)<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u0395\u03af\u03bd\u03b1\u03b9 \u03b3\u03bd\u03c9\u03c3\u03c4\u03cc \u03c0\u03c9\u03c2 \u03bf \u0394\u03b5\u03af\u03ba\u03c4\u03b7\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 NPS \u03b5\u03af\u03bd\u03b1\u03b9 \u03be\u03b5\u03ba\u03ac\u03b8\u03b1\u03c1\u03b1 \u03bf \u03b1\u03b3\u03b1\u03c0\u03b7\u03bc\u03ad\u03bd\u03bf\u03c2 \u03b4\u03b5\u03af\u03ba\u03c4\u03b7\u03c2 \u03c4\u03c9\u03bd \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03ae\u03c3\u03b5\u03c9\u03bd \u03c0\u03b1\u03b3\u03ba\u03bf\u03c3\u03bc\u03af\u03c9\u03c2. \u03a0\u03b5\u03c1\u03af\u03c0\u03bf\u03c5 \u03c4\u03b1 \u03b4\u03cd\u03bf \u03c4\u03c1\u03af\u03c4\u03b1 \u03cc\u03bb\u03c9\u03bd \u03c4\u03c9\u03bd \u03b5\u03c4\u03b1\u03b9\u03c1\u03b5\u03b9\u03ce\u03bd \u03c4\u03bf \u03c7\u03c1\u03b7\u03c3\u03b9\u03bc\u03bf\u03c0\u03bf\u03b9\u03bf\u03cd\u03bd \u03b3\u03b9\u03b1 \u03bd\u03b1 \u03ba\u03b1\u03b8\u03bf\u03c1\u03af\u03c3\u03bf\u03c5\u03bd \u03c0\u03bf\u03cd \u03b2\u03c1\u03af\u03c3\u03ba\u03bf\u03bd\u03c4\u03b1\u03b9 \u03c3\u03c7\u03b5\u03c4\u03b9\u03ba\u03ac \u03bc\u03b5 \u03c4\u03b7\u03bd \u03b5\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1 \u03c4\u03c9\u03bd \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd. \u0391\u03c0\u03cc \u03c4\u03bf 2003, \u03cc\u03c4\u03b1\u03bd \u03c0\u03b1\u03c1\u03bf\u03c5\u03c3\u03b9\u03ac\u03c3\u03c4\u03b7\u03ba\u03b5 \u03b3\u03b9\u03b1 \u03c0\u03c1\u03ce\u03c4\u03b7 \u03c6\u03bf\u03c1\u03ac, \u03bf \u0394\u03b5\u03af\u03ba\u03c4\u03b7\u03c2 NPS \u03ba\u03b5\u03c1\u03b4\u03af\u03b6\u03b5\u03b9 \u03c3\u03c5\u03bd\u03b5\u03c7\u03ce\u03c2 \u03b4\u03b7\u03bc\u03bf\u03c4\u03b9\u03ba\u03cc\u03c4\u03b7\u03c4\u03b1. \u03a3\u03ae\u03bc\u03b5\u03c1\u03b1, \u03bf\u03b9 \u03c0\u03b5\u03c1\u03b9\u03c3\u03c3\u03cc\u03c4\u03b5\u03c1\u03b5\u03c2 \u03b5\u03c4\u03b1\u03b9\u03c1\u03b5\u03af\u03b5\u03c2 \u03c4\u03bf\u03c5 Fortune500, \u03c3\u03c5\u03bc\u03c0\u03b5\u03c1\u03b9\u03bb\u03b1\u03bc\u03b2\u03b1\u03bd\u03bf\u03bc\u03ad\u03bd\u03c9\u03bd \u03c4\u03b7\u03c2 Apple \u03ba\u03b1\u03b9 \u03ac\u03bb\u03bb\u03c9\u03bd \u03c0\u03b1\u03b3\u03ba\u03cc\u03c3\u03bc\u03b9\u03c9\u03bd \u03b7\u03b3\u03b5\u03c4\u03ce\u03bd \u03c4\u03b7\u03c2 \u03b1\u03b3\u03bf\u03c1\u03ac\u03c2, \u03cc\u03c0\u03c9\u03c2 Airbnb, Amazon, Booking, Marriott, Wal-Mart, BMW \u03ba\u03bb\u03c0 \u03b1\u03be\u03b9\u03bf\u03c0\u03bf\u03b9\u03bf\u03cd\u03bd \u03c4\u03b1 \u03b1\u03c0\u03bf\u03c4\u03b5\u03bb\u03ad\u03c3\u03bc\u03b1\u03c4\u03b1 \u03c4\u03bf\u03c5 NPS.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\"><strong>\u0393\u03b9\u03b1\u03c4\u03af\u00a0<\/strong><strong>NPS;<\/strong><\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a4\u03bf NPS \u03b5\u03af\u03bd\u03b1\u03b9 \u03c3\u03cd\u03bd\u03c4\u03bf\u03bc\u03bf \u03ba\u03b1\u03b9 \u03b1\u03c0\u03bb\u03cc \u03b3\u03b9\u03b1 \u03bd\u03b1 \u03b1\u03c0\u03b1\u03bd\u03c4\u03ae\u03c3\u03bf\u03c5\u03bd \u03bf\u03b9 \u03c0\u03b5\u03c1\u03b9\u03c3\u03c3\u03cc\u03c4\u03b5\u03c1\u03bf\u03b9 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2, \u03b5\u03c0\u03af\u03c3\u03b7\u03c2 \u03b5\u03af\u03bd\u03b1\u03b9 \u03c0\u03bf\u03bb\u03cd \u03b5\u03cd\u03ba\u03bf\u03bb\u03bf \u03bd\u03b1 \u03c0\u03b1\u03c1\u03b1\u03ba\u03bf\u03bb\u03bf\u03c5\u03b8\u03b5\u03af\u03c4\u03b1\u03b9 \u03b1\u03c0\u03cc \u03c4\u03b9\u03c2 \u03b5\u03c4\u03b1\u03b9\u03c1\u03b5\u03af\u03b5\u03c2. \u03a4\u03bf NPS \u03b1\u03c0\u03bf\u03c4\u03b5\u03bb\u03b5\u03af\u03c4\u03b1\u03b9 \u03b1\u03c0\u03cc \u03bc\u03b9\u03b1 \u03bc\u03cc\u03bd\u03bf \u03b5\u03c1\u03ce\u03c4\u03b7\u03c3\u03b7 \u03ba\u03b1\u03b9 \u03bf \u03b5\u03c1\u03c9\u03c4\u03ce\u03bc\u03b5\u03bd\u03bf\u03c2 \u03b4\u03af\u03bd\u03b5\u03b9 \u03ad\u03bd\u03b1\u03bd \u03b1\u03c1\u03b9\u03b8\u03bc\u03cc \u03c0\u03bf\u03c5 \u03c3\u03c7\u03b5\u03c4\u03af\u03b6\u03b5\u03c4\u03b1\u03b9 \u03bc\u03b5 \u03c4\u03b7\u03bd \u03b5\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1 \u03c4\u03bf\u03c5 \u03c9\u03c2 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b7\u03c2. \u03a4\u03bf NPS \u03c7\u03c1\u03b7\u03c3\u03b9\u03bc\u03bf\u03c0\u03bf\u03b9\u03b5\u03af\u03c4\u03b1\u03b9 \u03c3\u03c5\u03c7\u03bd\u03ac \u03b3\u03b9\u03b1 \u03c4\u03b7\u03bd \u03b1\u03be\u03b9\u03bf\u03bb\u03cc\u03b3\u03b7\u03c3\u03b7 \u03bc\u03b9\u03b1\u03c2 \u03bc\u03ac\u03c1\u03ba\u03b1\u03c2, \u03c5\u03c0\u03b7\u03c1\u03b5\u03c3\u03af\u03b1\u03c2 \u03ae \u03b5\u03bd\u03cc\u03c2 \u03c0\u03c1\u03bf\u03ca\u03cc\u03bd\u03c4\u03bf\u03c2 \u03b3\u03b5\u03bd\u03b9\u03ba\u03ac.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\"><strong>\u03a0\u03ce\u03c2 \u03bd\u03b1 \u03c5\u03c0\u03bf\u03bb\u03bf\u03b3\u03af\u03c3\u03b5\u03c4\u03b5 \u03c4\u03bf NPS;<\/strong><\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a5\u03c0\u03bf\u03bb\u03bf\u03b3\u03af\u03c3\u03c4\u03b5 \u03c4\u03bf \u03c0\u03bf\u03c3\u03bf\u03c3\u03c4\u03cc \u03c4\u03c9\u03bd \u03c5\u03c0\u03bf\u03c3\u03c4\u03b7\u03c1\u03b9\u03ba\u03c4\u03ce\u03bd \u03bc\u03b5\u03c4\u03b1\u03be\u03cd \u03c4\u03c9\u03bd \u03b5\u03c1\u03c9\u03c4\u03b7\u03b8\u03ad\u03bd\u03c4\u03c9\u03bd \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd \u03c3\u03b1\u03c2, \u03c3\u03c4\u03b7\u03bd \u03c3\u03c5\u03bd\u03ad\u03c7\u03b5\u03b9\u03b1 \u03c5\u03c0\u03bf\u03bb\u03bf\u03b3\u03af\u03c3\u03c4\u03b5 \u03c4\u03bf \u03c0\u03bf\u03c3\u03bf\u03c3\u03c4\u03cc \u03c4\u03c9\u03bd \u03b5\u03c0\u03b9\u03ba\u03c1\u03b9\u03c4\u03ce\u03bd \u03c3\u03b1\u03c2 \u03ba\u03b1\u03b9 \u03c4\u03ad\u03bb\u03bf\u03c2 \u03b1\u03c6\u03b1\u03b9\u03c1\u03ad\u03c3\u03c4\u03b5 \u03c4\u03b1 \u03c0\u03bf\u03c3\u03bf\u03c3\u03c4\u03ac \u03bc\u03b5\u03c4\u03b1\u03be\u03cd \u03c4\u03bf\u03c5\u03c2.<\/p>\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.icbs.gr\/image\/original\/1\/nps-2.png\" alt=\"nps-2.png\" \/><\/figure>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\"><strong>\u0395\u03bd \u03bf\u03bb\u03af\u03b3\u03bf\u03b9\u03c2 \u2026<\/strong><\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u0393\u03c1\u03ae\u03b3\u03bf\u03c1\u03bf, \u03b1\u03c0\u03bb\u03cc \u03ba\u03b1\u03b9 \u03b5\u03cd\u03ba\u03bf\u03bb\u03bf \u03c4\u03cc\u03c3\u03bf \u03b3\u03b9\u03b1 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2 \u03cc\u03c3\u03bf \u03ba\u03b1\u03b9 \u03b3\u03b9\u03b1 \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03ae\u03c3\u03b5\u03b9\u03c2. \u039c\u03b1\u03c2 \u03b5\u03c0\u03b9\u03c4\u03c1\u03ad\u03c0\u03b5\u03b9 \u03bd\u03b1 \u03b2\u03bf\u03c5\u03c4\u03ae\u03be\u03bf\u03c5\u03bc\u03b5 \u03b2\u03b1\u03b8\u03b9\u03ac \u03ba\u03b1\u03b9 \u03bd\u03b1 \u03b4\u03bf\u03cd\u03bc\u03b5 \u03c4\u03b7 \u03bc\u03b5\u03b3\u03ac\u03bb\u03b7 \u03b5\u03b9\u03ba\u03cc\u03bd\u03b1 \u03c4\u03c9\u03bd \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd \u03bc\u03b1\u03c2. \u039f\u03b9 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b5\u03c2 \u03ba\u03b1\u03b9 \u03bf\u03b9 \u03b1\u03be\u03b9\u03bf\u03bb\u03bf\u03b3\u03ae\u03c3\u03b5\u03b9\u03c2 \u03b5\u03af\u03bd\u03b1\u03b9 \u03c3\u03c5\u03b3\u03ba\u03c1\u03b9\u03c4\u03b9\u03ba\u03ad\u03c2 \u03ba\u03b1\u03b9 \u03c3\u03b1\u03c2 \u03b2\u03bf\u03b7\u03b8\u03bf\u03cd\u03bd \u03bd\u03b1 \u03c0\u03c1\u03bf\u03b2\u03bb\u03ad\u03c8\u03b5\u03c4\u03b5 \u03bc\u03b5\u03bb\u03bb\u03bf\u03bd\u03c4\u03b9\u03ba\u03ac \u03ba\u03ad\u03c1\u03b4\u03b7 \u03ae \u03b6\u03b7\u03bc\u03b9\u03ad\u03c2! \u03a4\u03bf NPS \u03c7\u03c1\u03b7\u03c3\u03b9\u03bc\u03bf\u03c0\u03bf\u03b9\u03b5\u03af\u03c4\u03b1\u03b9 \u03b5\u03c0\u03af\u03c3\u03b7\u03c2 \u03b3\u03b9\u03b1 \u03c4\u03b7 \u03bc\u03ad\u03c4\u03c1\u03b7\u03c3\u03b7 \u03c3\u03c4\u03c1\u03b1\u03c4\u03b7\u03b3\u03b9\u03ba\u03ce\u03bd \u03bc\u03ac\u03c1\u03ba\u03b5\u03c4\u03b9\u03bd\u03b3\u03ba \u03b3\u03b9\u03b1 \u03c4\u03b7\u03bd \u03b1\u03c0\u03cc \u03c3\u03c4\u03cc\u03bc\u03b1 \u03c3\u03b5 \u03c3\u03c4\u03cc\u03bc\u03b1 \u03b4\u03b9\u03b1\u03c6\u03ae\u03bc\u03b9\u03c3\u03b7 \u03ae \u03b4\u03c5\u03c3\u03c6\u03ae\u03bc\u03b9\u03c3\u03b7, \u03b4\u03b7\u03bb\u03b1\u03b4\u03ae \u03c4\u03b7\u03bd \u03c6\u03ae\u03bc\u03b7 \u03c4\u03b7\u03c2 \u03b5\u03c0\u03b9\u03c7\u03b5\u03af\u03c1\u03b7\u03c3\u03b7\u03c2!<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">CUSTOMER SATISFACTION (CSAT)<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a4\u03bf CSAT \u03c3\u03b5 \u03c3\u03c5\u03bd\u03b4\u03c5\u03b1\u03c3\u03bc\u03cc \u03bc\u03b5 \u03c4\u03bf NPS, \u03b5\u03af\u03bd\u03b1\u03b9 \u03bc\u03b9\u03b1 \u03b1\u03c0\u03cc \u03c4\u03b9\u03c2 \u03c0\u03b9\u03bf \u03b4\u03b7\u03bc\u03bf\u03c6\u03b9\u03bb\u03b5\u03af\u03c2 CX \u03bc\u03b5\u03c4\u03c1\u03ae\u03c3\u03b5\u03b9\u03c2. \u0388\u03c7\u03b5\u03b9 \u03c0\u03bf\u03bb\u03bb\u03ad\u03c2 \u03bc\u03bf\u03c1\u03c6\u03ad\u03c2 \u03ba\u03b1\u03b9 \u03ba\u03bb\u03af\u03bc\u03b1\u03ba\u03b5\u03c2, \u03b1\u03bb\u03bb\u03ac \u03b7 \u03c0\u03b9\u03bf \u03c3\u03c5\u03bd\u03b7\u03b8\u03b9\u03c3\u03bc\u03ad\u03bd\u03b7 \u03b5\u03af\u03bd\u03b1\u03b9 \u03b7 \u03ba\u03bb\u03af\u03bc\u03b1\u03ba\u03b1 \u03b1\u03c0\u03cc 1 \u03ad\u03c9\u03c2 5.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a4\u03bf CSAT \u03b5\u03af\u03bd\u03b1\u03b9 \u03ad\u03bd\u03b1 \u03c0\u03bf\u03bb\u03cd \u03ba\u03b1\u03bb\u03cc \u03b5\u03c1\u03b3\u03b1\u03bb\u03b5\u03af\u03bf \u03b5\u03c6\u03cc\u03c3\u03bf\u03bd \u03b8\u03ad\u03bb\u03b5\u03c4\u03b5 \u03bd\u03b1 \u03bc\u03b5\u03c4\u03c1\u03ae\u03c3\u03b5\u03c4\u03b5 \u03b5\u03ac\u03bd \u03ad\u03bd\u03b1\u03c2 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b7\u03c2 \u03b5\u03af\u03bd\u03b1\u03b9 \u03b9\u03ba\u03b1\u03bd\u03bf\u03c0\u03bf\u03b9\u03b7\u03bc\u03ad\u03bd\u03bf\u03c2 \u03c3\u03b5 \u03bc\u03b9\u03b1 \u03bc\u03bf\u03bd\u03b1\u03b4\u03b9\u03ba\u03ae \u03ba\u03b1\u03b9 \u03c3\u03c5\u03b3\u03ba\u03b5\u03ba\u03c1\u03b9\u03bc\u03ad\u03bd\u03b7 \u03b1\u03bb\u03bb\u03b7\u03bb\u03b5\u03c0\u03af\u03b4\u03c1\u03b1\u03c3\u03b7. \u03a7\u03c1\u03b7\u03c3\u03b9\u03bc\u03bf\u03c0\u03bf\u03b9\u03b5\u03af\u03c4\u03b1\u03b9 \u03c3\u03c5\u03c7\u03bd\u03cc\u03c4\u03b5\u03c1\u03b1 \u03c3\u03c4\u03b7\u03bd \u03b5\u03be\u03c5\u03c0\u03b7\u03c1\u03ad\u03c4\u03b7\u03c3\u03b7 \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd (\u03ae \u03c3\u03c4\u03b7\u03bd \u03c5\u03c0\u03bf\u03c3\u03c4\u03ae\u03c1\u03b9\u03be\u03b7 \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd). \u03a4\u03bf CSAT \u03bc\u03c0\u03bf\u03c1\u03b5\u03af \u03b5\u03c0\u03af\u03c3\u03b7\u03c2 \u03b5\u03cd\u03ba\u03bf\u03bb\u03bf \u03bd\u03b1 \u03c0\u03c1\u03bf\u03c3\u03b1\u03c1\u03bc\u03bf\u03c3\u03c4\u03b5\u03af \u03c3\u03c4\u03b9\u03c2 \u03b9\u03b4\u03b9\u03b1\u03af\u03c4\u03b5\u03c1\u03b5\u03c2 \u03b1\u03bd\u03ac\u03b3\u03ba\u03b5\u03c2 \u03c4\u03b7\u03c2 \u03b5\u03c0\u03b9\u03c7\u03b5\u03af\u03c1\u03b7\u03c3\u03b7\u03c2.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\"><strong>\u0393\u03b9\u03b1\u03c4\u03af \u03bd\u03b1 \u03c7\u03c1\u03b7\u03c3\u03b9\u03bc\u03bf\u03c0\u03bf\u03b9\u03ae\u03c3\u03b5\u03c4\u03b5 \u03c4\u03bf CSAT;<\/strong><\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a4\u03bf CSAT \u03b5\u03af\u03bd\u03b1\u03b9 \u03bc\u03b9\u03b1 \u03c0\u03bf\u03bb\u03cd \u03b1\u03c0\u03bb\u03ae \u03ba\u03b1\u03b9 \u03b1\u03c0\u03bf\u03c4\u03b5\u03bb\u03b5\u03c3\u03bc\u03b1\u03c4\u03b9\u03ba\u03ae \u03bc\u03ad\u03c4\u03c1\u03b7\u03c3\u03b7 \u03b5\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd, \u03b1\u03ba\u03c1\u03b9\u03b2\u03ce\u03c2 \u03cc\u03c0\u03c9\u03c2 \u03c4\u03bf NPS, \u03b5\u03af\u03bd\u03b1\u03b9 \u03c3\u03c5\u03bd\u03ae\u03b8\u03c9\u03c2 \u03c0\u03bf\u03bb\u03cd \u03b1\u03c0\u03bb\u03cc \u03ba\u03b1\u03b9 \u03b3\u03c1\u03ae\u03b3\u03bf\u03c1\u03bf \u03ba\u03b1\u03b9 \u03b1\u03c0\u03b1\u03bd\u03c4\u03bf\u03cd\u03bd \u03bf\u03b9 \u03c0\u03b5\u03c1\u03b9\u03c3\u03c3\u03cc\u03c4\u03b5\u03c1\u03bf\u03b9 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2. \u0396\u03b7\u03c4\u03b5\u03af\u03c4\u03b1\u03b9 \u03c3\u03c5\u03c7\u03bd\u03ac \u03b1\u03c0\u03cc \u03ad\u03bd\u03b1\u03bd \u03c0\u03b5\u03bb\u03ac\u03c4\u03b7 \u03bc\u03b5\u03c4\u03ac \u03b1\u03c0\u03cc \u03bc\u03b9\u03b1 \u03c3\u03c5\u03bd\u03b1\u03bb\u03bb\u03b1\u03b3\u03ae \u03ae \u03bc\u03b9\u03b1 \u03b5\u03be\u03c5\u03c0\u03b7\u03c1\u03ad\u03c4\u03b7\u03c3\u03b7 \u03c4\u03b7\u03bd \u03b1\u03be\u03b9\u03bf\u03bb\u03cc\u03b3\u03b7\u03c3\u03b7 \u03c4\u03b7\u03c2 \u03b1\u03c0\u03bf\u03c4\u03b5\u03bb\u03b5\u03c3\u03bc\u03b1\u03c4\u03b9\u03ba\u03cc\u03c4\u03b7\u03c4\u03b1\u03c2 \u03c4\u03bf\u03c5 \u03c4\u03bc\u03ae\u03bc\u03b1\u03c4\u03bf\u03c2. \u03a4\u03bf CSAT \u03b5\u03af\u03bd\u03b1\u03b9 \u03ad\u03bd\u03b1\u03c2 \u03c0\u03bf\u03bb\u03cd \u03ba\u03b1\u03bb\u03cc\u03c2 \u03c4\u03c1\u03cc\u03c0\u03bf\u03c2 \u03b3\u03b9\u03b1 \u03bd\u03b1 \u03b4\u03b5\u03af\u03c4\u03b5 \u03c4\u03b9 \u03c3\u03ba\u03ad\u03c6\u03c4\u03bf\u03bd\u03c4\u03b1\u03b9 \u03bf\u03b9 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2 \u03c3\u03b1\u03c2 \u03b3\u03b9\u03b1 \u03b5\u03c3\u03ac\u03c2 \u03b1\u03c5\u03c4\u03ae\u03bd \u03c4\u03b7 \u03c3\u03c4\u03b9\u03b3\u03bc\u03ae.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">CUSTOMER EFFORT SCORE (CES)<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u0397 \u0392\u03b1\u03b8\u03bc\u03bf\u03bb\u03bf\u03b3\u03af\u03b1 \u2013 \u03b1\u03be\u03b9\u03bf\u03bb\u03cc\u03b3\u03b7\u03c3\u03b7 \u03c4\u03b7\u03c2 \u03c0\u03c1\u03bf\u03c3\u03c0\u03ac\u03b8\u03b5\u03b9\u03b1\u03c2 \u03c4\u03bf\u03c5 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b7 \u03b5\u03af\u03bd\u03b1\u03b9 \u03ad\u03bd\u03b1\u03c2 \u03c4\u03c1\u03af\u03c4\u03bf\u03c2 \u03b5\u03c0\u03af\u03c3\u03b7\u03c2 \u03b4\u03b7\u03bc\u03bf\u03c6\u03b9\u03bb\u03ae\u03c2 \u0394\u03b5\u03af\u03ba\u03c4\u03b7\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03ac\u03c4\u03b7. \u03a4\u03bf CES \u03b5\u03af\u03bd\u03b1\u03b9 \u03bc\u03b9\u03b1 \u03ba\u03b1\u03b8\u03b1\u03c1\u03ae \u03bc\u03ad\u03c4\u03c1\u03b7\u03c3\u03b7 \u03c3\u03c5\u03bd\u03b1\u03bb\u03bb\u03b1\u03b3\u03ce\u03bd \u03ba\u03b1\u03b9 \u03b1\u03be\u03b9\u03bf\u03bb\u03bf\u03b3\u03b5\u03af \u03c3\u03c5\u03bd\u03ae\u03b8\u03c9\u03c2 \u03c4\u03b7\u03bd \u03b1\u03c0\u03bb\u03cc\u03c4\u03b7\u03c4\u03b1 \u03bc\u03b9\u03b1\u03c2 \u03bc\u03b5\u03bc\u03bf\u03bd\u03c9\u03bc\u03ad\u03bd\u03b7\u03c2 \u03bb\u03cd\u03c3\u03b7\u03c2 \u03ae \u03c5\u03c0\u03b7\u03c1\u03b5\u03c3\u03af\u03b1\u03c2. \u0397 CES \u03b1\u03c0\u03b1\u03bd\u03c4\u03ac \u03c3\u03c5\u03bd\u03ae\u03b8\u03c9\u03c2 \u00ab\u03c0\u03cc\u03c3\u03bf \u03b5\u03cd\u03ba\u03bf\u03bb\u03bf \u03ae\u03c4\u03b1\u03bd \u03bd\u03b1 \u03bb\u03cd\u03c3\u03b5\u03b9\u03c2 \u03c4\u03bf \u03c0\u03c1\u03cc\u03b2\u03bb\u03b7\u03bc\u03ac \u03c3\u03bf\u03c5 \u03c3\u03ae\u03bc\u03b5\u03c1\u03b1;\u00bb \u03ba\u03b1\u03b9 \u03ad\u03c7\u03b5\u03b9 \u03c3\u03cd\u03c3\u03c4\u03b7\u03bc\u03b1 \u03ba\u03bb\u03af\u03bc\u03b1\u03ba\u03b1\u03c2 5 \u03ae 7 \u03c3\u03b7\u03bc\u03b5\u03af\u03c9\u03bd.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a4\u03bf CES \u03b4\u03b9\u03b1\u03c6\u03ad\u03c1\u03b5\u03b9 \u03b1\u03c0\u03cc \u03c4\u03bf NPS \u03ba\u03b1\u03b9 \u03c4\u03bf CSAT \u03b5\u03c0\u03b5\u03b9\u03b4\u03ae, \u03b3\u03b9\u03b1 \u03bd\u03b1 \u03c4\u03bf \u03ba\u03b1\u03c4\u03b1\u03bd\u03bf\u03ae\u03c3\u03b5\u03c4\u03b5, \u03c0\u03c1\u03ad\u03c0\u03b5\u03b9 \u03bd\u03b1 \u03b1\u03ba\u03bf\u03bb\u03bf\u03c5\u03b8\u03ae\u03c3\u03b5\u03c4\u03b5 \u03c4\u03cc\u03c3\u03bf \u03c4\u03b7 \u03bc\u03ad\u03c3\u03b7 \u03c4\u03b9\u03bc\u03ae \u03c4\u03c9\u03bd \u03b2\u03b1\u03b8\u03bc\u03bf\u03bb\u03bf\u03b3\u03b9\u03ce\u03bd \u03cc\u03c3\u03bf \u03ba\u03b1\u03b9 \u03c4\u03b7\u03bd \u03ba\u03b1\u03c4\u03b1\u03bd\u03bf\u03bc\u03ae \u03c4\u03c9\u03bd \u03b2\u03b1\u03b8\u03bc\u03bf\u03bb\u03bf\u03b3\u03b9\u03ce\u03bd. \u0397 \u03b2\u03b1\u03b8\u03cd\u03c4\u03b5\u03c1\u03b7 \u03b1\u03bd\u03ac\u03bb\u03c5\u03c3\u03b7 \u03c4\u03c9\u03bd \u03b2\u03b1\u03b8\u03bc\u03bf\u03bb\u03bf\u03b3\u03b9\u03ce\u03bd \u03bc\u03c0\u03bf\u03c1\u03b5\u03af \u03bd\u03b1 \u03c3\u03b1\u03c2 \u03b2\u03bf\u03b7\u03b8\u03ae\u03c3\u03b5\u03b9 \u03bd\u03b1 \u03c0\u03c1\u03bf\u03c3\u03b4\u03b9\u03bf\u03c1\u03af\u03c3\u03b5\u03c4\u03b5 \u03c0\u03bf\u03b9\u03bf\u03b9 \u03b1\u03c0\u03cc \u03c4\u03bf\u03c5\u03c2 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2 \u03c3\u03b1\u03c2 \u03b2\u03b9\u03ce\u03bd\u03bf\u03c5\u03bd \u03c4\u03b7\u03bd \u03b1\u03b2\u03af\u03b1\u03c3\u03c4\u03b7 \u03b5\u03be\u03c5\u03c0\u03b7\u03c1\u03ad\u03c4\u03b7\u03c3\u03b7 \u03ba\u03b1\u03b9, \u03c4\u03bf \u03c0\u03b9\u03bf \u03c3\u03b7\u03bc\u03b1\u03bd\u03c4\u03b9\u03ba\u03cc, \u03bd\u03b1 \u03b2\u03c1\u03b5\u03af\u03c4\u03b5 \u03b5\u03ba\u03b5\u03af\u03bd\u03bf\u03c5\u03c2 \u03c0\u03bf\u03c5 \u03b4\u03c5\u03c3\u03ba\u03bf\u03bb\u03b5\u03cd\u03bf\u03bd\u03c4\u03b1\u03b9 \u03ba\u03b1\u03c4\u03ac \u03c4\u03b7 \u03b4\u03b9\u03ac\u03c1\u03ba\u03b5\u03b9\u03b1 \u03c4\u03b7\u03c2 \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03b1\u03c3\u03af\u03b1\u03c2 \u03c3\u03b1\u03c2. \u039b\u03b1\u03bc\u03b2\u03ac\u03bd\u03bf\u03bd\u03c4\u03b1\u03c2 \u03c5\u03c0\u03cc\u03c8\u03b7 \u03c4\u03b1 \u03b2\u03b1\u03b8\u03cd\u03c4\u03b5\u03c1\u03b1 \u03b1\u03c0\u03bf\u03c4\u03b5\u03bb\u03ad\u03c3\u03bc\u03b1\u03c4\u03b1 \u03ba\u03b1\u03b9 \u03b1\u03c0\u03b5\u03c5\u03b8\u03c5\u03bd\u03cc\u03bc\u03b5\u03bd\u03bf\u03b9 \u03c3\u03b5 \u03cc\u03c3\u03bf\u03c5\u03c2 \u03b2\u03c1\u03af\u03c3\u03ba\u03bf\u03bd\u03c4\u03b1\u03b9 \u03c3\u03c4\u03b7\u03bd \u03c0\u03c1\u03ce\u03c4\u03b7 \u03b3\u03c1\u03b1\u03bc\u03bc\u03ae, \u03bc\u03c0\u03bf\u03c1\u03b5\u03af\u03c4\u03b5 \u03bd\u03b1 \u03b4\u03b9\u03bf\u03c1\u03b8\u03ce\u03c3\u03b5\u03c4\u03b5 \u03b1\u03c0\u03bf\u03c4\u03b5\u03bb\u03b5\u03c3\u03bc\u03b1\u03c4\u03b9\u03ba\u03ac \u03b1\u03c5\u03c4\u03ad\u03c2 \u03c4\u03b9\u03c2 \u03b4\u03c5\u03c3\u03ba\u03bf\u03bb\u03af\u03b5\u03c2 \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03b1\u03c3\u03af\u03b5\u03c2 \u03c3\u03b1\u03c2.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\"><strong>\u0393\u03b9\u03b1\u03c4\u03af \u03bd\u03b1 \u03c7\u03c1\u03b7\u03c3\u03b9\u03bc\u03bf\u03c0\u03bf\u03b9\u03ae\u03c3\u03b5\u03c4\u03b5 \u03c4\u03bf CES;<\/strong><\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a4\u03bf CES \u03c3\u03b1\u03c2 \u03b2\u03bf\u03b7\u03b8\u03ac \u03bd\u03b1 \u03b1\u03bd\u03b1\u03bb\u03cd\u03c3\u03b5\u03c4\u03b5 \u03c4\u03b7\u03bd \u03c0\u03bf\u03bb\u03c5\u03c0\u03bb\u03bf\u03ba\u03cc\u03c4\u03b7\u03c4\u03b1 \u03c4\u03c9\u03bd \u03c5\u03c0\u03b7\u03c1\u03b5\u03c3\u03b9\u03ce\u03bd \u03c3\u03b1\u03c2.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\"><strong>\u0393\u03b9\u03b1\u03c4\u03af \u03b5\u03af\u03bd\u03b1\u03b9 \u03c3\u03b7\u03bc\u03b1\u03bd\u03c4\u03b9\u03ba\u03cc;<\/strong><\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a4\u03bf 94% \u03c4\u03c9\u03bd \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd \u03c0\u03bf\u03c5 \u03bb\u03b1\u03bc\u03b2\u03ac\u03bd\u03bf\u03c5\u03bd \u03bc\u03b9\u03b1 \u03b1\u03b2\u03af\u03b1\u03c3\u03c4\u03b7 \u03b5\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1 \u03b5\u03af\u03bd\u03b1\u03b9 \u03c0\u03b9\u03b8\u03b1\u03bd\u03cc \u03bd\u03b1 \u03b5\u03c0\u03b1\u03bd\u03b1\u03bb\u03ac\u03b2\u03bf\u03c5\u03bd \u03b1\u03b3\u03bf\u03c1\u03ad\u03c2. \u03a3\u03cd\u03bc\u03c6\u03c9\u03bd\u03b1 \u03bc\u03b5 \u03c4\u03b7\u03bd \u03af\u03b4\u03b9\u03b1 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b1, \u03c4\u03bf 81% \u03c4\u03c9\u03bd \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd \u03c0\u03bf\u03c5 \u03ba\u03b1\u03bb\u03bf\u03cd\u03bd\u03c4\u03b1\u03b9 \u03bd\u03b1 \u03ba\u03b1\u03c4\u03b1\u03b2\u03ac\u03bb\u03bf\u03c5\u03bd \u03c5\u03c8\u03b7\u03bb\u03cc \u03b5\u03c0\u03af\u03c0\u03b5\u03b4\u03bf \u03c0\u03c1\u03bf\u03c3\u03c0\u03ac\u03b8\u03b5\u03b9\u03b1\u03c2 \u03b3\u03b9\u03b1 \u03bd\u03b1 \u03bb\u03ac\u03b2\u03bf\u03c5\u03bd \u03c4\u03b9\u03c2 \u03c5\u03c0\u03b7\u03c1\u03b5\u03c3\u03af\u03b5\u03c2 \u03c3\u03b1\u03c2, \u03b5\u03af\u03bd\u03b1\u03b9 \u03c0\u03b9\u03b8\u03b1\u03bd\u03cc \u03bd\u03b1 \u03bc\u03bf\u03b9\u03c1\u03b1\u03c3\u03c4\u03bf\u03cd\u03bd \u03c4\u03b9\u03c2 \u03ba\u03b1\u03ba\u03ad\u03c2 \u03b5\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b5\u03c2 \u03c4\u03bf\u03c5\u03c2 \u03bc\u03b5 \u03c6\u03af\u03bb\u03bf\u03c5\u03c2 \u03ad\u03bd\u03b1\u03bd\u03c4\u03b9 \u03bc\u03cc\u03bd\u03bf \u03c4\u03bf 1% \u03b5\u03ba\u03b5\u03af\u03bd\u03c9\u03bd \u03c0\u03bf\u03c5 \u03c0\u03ad\u03c1\u03b1\u03c3\u03b1\u03bd \u03bc\u03b9\u03b1 \u03b1\u03b2\u03af\u03b1\u03c3\u03c4\u03b7 \u03b5\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a4\u03bf CES \u03b5\u03af\u03bd\u03b1\u03b9 \u03bc\u03b9\u03b1 \u03ba\u03b1\u03bb\u03ae \u03bc\u03ad\u03c4\u03c1\u03b7\u03c3\u03b7 \u03b3\u03b9\u03b1 \u03bd\u03b1 \u03b1\u03bd\u03b1\u03ba\u03b1\u03bb\u03cd\u03c8\u03b5\u03c4\u03b5 \u03c4\u03bf\u03c5\u03c2 \u03bb\u03cc\u03b3\u03bf\u03c5\u03c2 \u03c0\u03bf\u03c5 \u03c0\u03c1\u03bf\u03ba\u03cd\u03c0\u03c4\u03bf\u03c5\u03bd \u03bf\u03b9 \u03b4\u03c5\u03c3\u03c6\u03b7\u03bc\u03b9\u03c3\u03c4\u03ad\u03c2 \u03c3\u03b1\u03c2. \u039c\u03b5 \u03c4\u03bf NPS \u03ba\u03b1\u03b9 CSAT \u03c0\u03b9\u03b8\u03b1\u03bd\u03cc\u03c4\u03b1\u03c4\u03b1 \u03ad\u03c7\u03b5\u03c4\u03b5 \u03bc\u03b9\u03b1 \u03c0\u03b9\u03bf \u03b9\u03c3\u03bf\u03c1\u03c1\u03bf\u03c0\u03b7\u03bc\u03ad\u03bd\u03b7 \u03b5\u03b9\u03ba\u03cc\u03bd\u03b1, \u03cc\u03c7\u03b9 \u03bc\u03cc\u03bd\u03bf \u03c4\u03b9\u03c2 \u03b1\u03b4\u03c5\u03bd\u03b1\u03bc\u03af\u03b5\u03c2 \u03c3\u03b1\u03c2 \u03b1\u03bb\u03bb\u03ac \u03ba\u03b1\u03b9 \u03c4\u03b1 \u03b4\u03c5\u03bd\u03b1\u03c4\u03ac \u03c3\u03b1\u03c2 \u03c3\u03b7\u03bc\u03b5\u03af\u03b1.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u039f\u03c0\u03bf\u03b9\u03bf\u03b4\u03ae\u03c0\u03bf\u03c4\u03b5 \u03b1\u03c0\u03cc \u03c4\u03b1 \u03c0\u03b1\u03c1\u03b1\u03c0\u03ac\u03bd\u03c9 \u03b5\u03c1\u03b3\u03b1\u03bb\u03b5\u03af\u03b1, \u03b5\u03af\u03bd\u03b1\u03b9 \u03c7\u03c1\u03ae\u03c3\u03b9\u03bc\u03b1 \u03b3\u03b9\u03b1 \u03c4\u03b7\u03bd \u03ba\u03b1\u03c4\u03b1\u03bd\u03cc\u03b7\u03c3\u03b7 \u03ba\u03b1\u03b9 \u039c\u03ad\u03c4\u03c1\u03b7\u03c3\u03b7 \u03c4\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03c4\u03c9\u03bd \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">\u03a3\u03c4\u03bf \u03c4\u03bc\u03ae\u03bc\u03b1 Corporate and Professional Learning \u03c4\u03bf\u03c5 Athens International College \u03bc\u03b9\u03b1 \u03bf\u03bc\u03ac\u03b4\u03b1 \u03b5\u03b9\u03b4\u03b9\u03ba\u03ce\u03bd \u03c3\u03c4\u03bf Digital Customer Experience (DCX), \u03b5\u03af\u03bd\u03b1\u03b9 \u03b4\u03af\u03c0\u03bb\u03b1 \u03c3\u03b1\u03c2!<\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>\u03a3\u03cd\u03bc\u03c6\u03c9\u03bd\u03b1 \u03bc\u03b5 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b1 Customer Experience \u03bf\u03b9 \u03c0\u03b5\u03c1\u03b9\u03c3\u03c3\u03cc\u03c4\u03b5\u03c1\u03b5\u03c2 \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03ae\u03c3\u03b5\u03b9\u03c2 \u03c0\u03b1\u03c1\u03b1\u03ba\u03bf\u03bb\u03bf\u03c5\u03b8\u03bf\u03cd\u03bd \u03ad\u03bd\u03b1\u03bd \u03ae \u03c0\u03b5\u03c1\u03b9\u03c3\u03c3\u03cc\u03c4\u03b5\u03c1\u03bf\u03c5\u03c2 \u03b1\u03bd\u03b1\u03b3\u03bd\u03c9\u03c1\u03b9\u03c3\u03bc\u03ad\u03bd\u03bf\u03c5\u03c2 \u0394\u03b5\u03af\u03ba\u03c4\u03b5\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd, \u03cc\u03c0\u03c9\u03c2 Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Churn rate, Retention rate, Customer Lifetime value (CLV). \u039f\u03b9 \u03af\u03b4\u03b9\u03b5\u03c2 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b5\u03c2 \u03bc\u03b1\u03c2 \u03b4\u03b5\u03af\u03c7\u03bd\u03bf\u03c5\u03bd \u03c0\u03c9\u03c2 \u03c4\u03b1 \u03b4\u03c5\u03bf \u03c4\u03c1\u03af\u03c4\u03b1 \u03c4\u03c9\u03bd \u03b5\u03c4\u03b1\u03b9\u03c1\u03b5\u03b9\u03ce\u03bd \u03c0\u03b1\u03c1\u03b1\u03ba\u03bf\u03bb\u03bf\u03c5\u03b8\u03bf\u03cd\u03bd \u03c4\u03bf NPS, \u03b5\u03bd\u03ce \u03c0\u03b1\u03c1\u03ac\u03bb\u03bb\u03b7\u03bb\u03b1 \u03c4\u03bf churn<\/p>\n","protected":false},"author":2,"featured_media":3848,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[726],"tags":[737,763,766,755,740,756,751,757],"class_list":["post-7034","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","tag-athens-international-college-en","tag-customer-experience-en","tag-deiktes-apodosis-empeirias-pelaton-en","tag-dia-vioy-mathisi-en","tag-ekpaideysi-en","tag-epimorfosi-en","tag-katartisi-en","tag-psifiaki-epochi-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Experience: \u0394\u03b5\u03af\u03ba\u03c4\u03b5\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd - Athens International College<\/title>\n<meta name=\"description\" content=\"\u03a3\u03c4\u03bf Customer Experience \u03bf\u03b9 \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03ae\u03c3\u03b5\u03b9\u03c2 \u03c0\u03b1\u03c1\u03b1\u03ba\u03bf\u03bb\u03bf\u03c5\u03b8\u03bf\u03cd\u03bd \u03ad\u03bd\u03b1\u03bd \u03ae \u03c0\u03b5\u03c1\u03b9\u03c3\u03c3\u03cc\u03c4\u03b5\u03c1\u03bf\u03c5\u03c2 \u0394\u03b5\u03af\u03ba\u03c4\u03b5\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd, \u03cc\u03c0\u03c9\u03c2 NPS, CSAT, CES, CLV.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/aic.edu.gr\/en\/articles\/customer-experience-deiktes-apodosis-em\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience: \u0394\u03b5\u03af\u03ba\u03c4\u03b5\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd - Athens International College\" \/>\n<meta property=\"og:description\" content=\"\u03a3\u03c4\u03bf Customer Experience \u03bf\u03b9 \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03ae\u03c3\u03b5\u03b9\u03c2 \u03c0\u03b1\u03c1\u03b1\u03ba\u03bf\u03bb\u03bf\u03c5\u03b8\u03bf\u03cd\u03bd \u03ad\u03bd\u03b1\u03bd \u03ae \u03c0\u03b5\u03c1\u03b9\u03c3\u03c3\u03cc\u03c4\u03b5\u03c1\u03bf\u03c5\u03c2 \u0394\u03b5\u03af\u03ba\u03c4\u03b5\u03c2 \u0391\u03c0\u03cc\u03b4\u03bf\u03c3\u03b7\u03c2 \u0395\u03bc\u03c0\u03b5\u03b9\u03c1\u03af\u03b1\u03c2 \u03a0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd, \u03cc\u03c0\u03c9\u03c2 NPS, CSAT, CES, CLV.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/aic.edu.gr\/en\/articles\/customer-experience-deiktes-apodosis-em\/\" \/>\n<meta property=\"og:site_name\" content=\"Athens International College\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-10T13:30:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-02-10T13:41:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/aic.edu.gr\/wp-content\/uploads\/2022\/02\/AIC-Customer-experience-metrics.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"960\" \/>\n\t<meta property=\"og:image:height\" content=\"510\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"AIC Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"AIC Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" 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