{"id":113397,"date":"2024-04-18T18:25:28","date_gmt":"2024-04-18T10:25:28","guid":{"rendered":"https:\/\/docs.pingcode.com\/ask\/ask-ask\/113397.html"},"modified":"2024-04-18T18:25:30","modified_gmt":"2024-04-18T10:25:30","slug":"itsm%e4%b8%ad%e7%9a%84%e5%ae%a2%e6%88%b7%e6%bb%a1%e6%84%8f%e5%ba%a6%e6%b5%8b%e9%87%8f%e6%96%b9%e6%b3%95","status":"publish","type":"post","link":"https:\/\/docs.pingcode.com\/ask\/113397.html","title":{"rendered":"ITSM\u4e2d\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u6d4b\u91cf\u65b9\u6cd5"},"content":{"rendered":"

\"ITSM\u4e2d\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u6d4b\u91cf\u65b9\u6cd5\"<\/p>\n

IT\u670d\u52a1\u7ba1\u7406(ITSM)\u4e2d\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u6d4b\u91cf\u65b9\u6cd5\u5305\u62ec\u4f7f\u7528\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\uff08CSAT\uff09\u3001\u51c0\u63a8\u8350\u5206\u6570\uff08NPS\uff09\u8ba1\u7b97\u3001\u5ba2\u6237\u52aa\u529b\u8bc4\u5206\uff08CES\uff09\u3001\u793e\u4ea4\u5a92\u4f53\u76d1\u63a7\u3001\u6df1\u5ea6\u8bbf\u8c08<\/strong>\u7b49\u3002\u8fd9\u4e9b\u65b9\u6cd5\u901a\u8fc7\u6536\u96c6\u3001\u5206\u6790\u5ba2\u6237\u53cd\u9988\uff0c\u5e2e\u52a9\u7ec4\u7ec7\u8bc4\u4f30\u670d\u52a1\u6c34\u5e73\u3001\u53d1\u73b0\u670d\u52a1\u5dee\u8ddd\u3001\u5236\u5b9a\u6539\u8fdb\u7b56\u7565\u3002\u5176\u4e2d\uff0c\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\uff08CSAT\uff09\u662f\u6700\u76f4\u63a5\u3001\u5e38\u7528\u7684\u65b9\u6cd5\uff0c\u901a\u8fc7\u8bbe\u8ba1\u95ee\u5377\u6536\u96c6\u987e\u5ba2\u5bf9\u670d\u52a1\u7684\u6ee1\u610f\u7a0b\u5ea6\u53cd\u9988\uff0c\u95ee\u5377\u8bbe\u8ba1\u5e94\u805a\u7126\u670d\u52a1\u7684\u4e0d\u540c\u65b9\u9762\uff0c\u5982\u54cd\u5e94\u901f\u5ea6\u3001\u89e3\u51b3\u95ee\u9898\u7684\u6548\u7387\u3001\u670d\u52a1\u4eba\u5458\u7684\u6001\u5ea6\u7b49\u3002\u8c03\u67e5\u53ef\u4ee5\u5728\u670d\u52a1\u4ea4\u4ed8\u540e\u7acb\u5373\u8fdb\u884c\uff0c\u4e5f\u53ef\u4ee5\u5b9a\u671f\u8fdb\u884c\uff0c\u4ee5\u7a33\u5b9a\u5730\u8ddf\u8e2a\u6ee1\u610f\u5ea6\u7684\u53d8\u5316\u3002<\/p>\n<\/p>\n

\u4e00\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\uff08CSAT\uff09<\/h3>\n<\/p>\n

\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\u662f\u8861\u91cf\u5ba2\u6237\u5bf9IT\u670d\u52a1\u6ee1\u610f\u7a0b\u5ea6\u7684\u76f4\u63a5\u65b9\u6cd5\u3002\u901a\u8fc7\u5728\u7ebf\u95ee\u5377\u3001\u7535\u8bdd\u8bbf\u95ee\u3001\u9762\u5bf9\u9762\u8bbf\u8c08\u7b49\u65b9\u5f0f\u8fdb\u884c\u3002\u6709\u6548\u7684CSAT\u8c03\u67e5\u5e94\u5305\u62ec\u5bf9\u670d\u52a1\u5404\u4e2a\u65b9\u9762\u7684\u8bc4\u4f30\uff0c\u4f8b\u5982\u89e3\u51b3\u65b9\u6848\u7684\u51c6\u65f6\u6027\u3001\u6709\u6548\u6027\u3001\u670d\u52a1\u4eba\u5458\u7684\u4e13\u4e1a\u5ea6\u4e0e\u6001\u5ea6\u7b49\u3002\u4e3a\u4e86\u83b7\u5f97\u53ef\u64cd\u4f5c\u7684\u6570\u636e\uff0c\u95ee\u9898\u8bbe\u7f6e\u5e94\u9075\u5faa\u91cf\u8868\u6cd5\uff0c\u59825\u621610\u70b9\u8bc4\u5206\uff0c\u5141\u8bb8\u5ba2\u6237\u8868\u8fbe\u4ed6\u4eec\u7684\u6ee1\u610f\u5ea6\u6c34\u5e73\u3002\u8c03\u67e5\u540e\uff0c\u901a\u8fc7\u6570\u636e\u5206\u6790\u63ed\u793a\u63d0\u5347\u670d\u52a1\u8d28\u91cf\u7684\u5173\u952e\u9886\u57df\u3002<\/p>\n<\/p>\n

\u4e00\u4e2a\u6210\u529f\u7684CSAT\u7b56\u7565\u8fd8\u5305\u62ec\u5bf9\u6570\u636e\u7684\u6301\u7eed\u76d1\u63a7\u4e0e\u5206\u6790\u3002\u901a\u8fc7\u8bbe\u5b9a\u57fa\u7ebf\u548c\u76ee\u6807\uff0c\u7ec4\u7ec7\u80fd\u591f\u8ddf\u8e2a\u968f\u65f6\u95f4\u53d8\u5316\u7684\u6ee1\u610f\u5ea6\u6307\u6807\uff0c\u8bc6\u522b\u8d8b\u52bf\u3001\u95ee\u9898\u70b9\u5e76\u53ca\u65f6\u8c03\u6574\u670d\u52a1\u4ee5\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002\u6b64\u5916\uff0c\u5c06\u5ba2\u6237\u7684\u5f00\u653e\u5f0f\u53cd\u9988\u6574\u5408\u5230\u6539\u8fdb\u63aa\u65bd\u4e2d\uff0c\u80fd\u591f\u8fdb\u4e00\u6b65\u4f18\u5316\u670d\u52a1\u8d28\u91cf\u3002<\/p>\n<\/p>\n

\u4e8c\u3001\u51c0\u63a8\u8350\u5206\u6570\uff08NPS\uff09<\/h3>\n<\/p>\n

\u51c0\u63a8\u8350\u5206\u6570\uff08NPS\uff09\u901a\u8fc7\u4e00\u4e2a\u7b80\u5355\u95ee\u9898\u6765\u8bc4\u4f30\u5ba2\u6237\u7684\u5fe0\u8bda\u5ea6\uff1a\u201c\u60a8\u6709\u591a\u5927\u53ef\u80fd\u5c06\u6211\u4eec\u7684\u4ea7\u54c1\u6216\u670d\u52a1\u63a8\u8350\u7ed9\u670b\u53cb\u6216\u540c\u4e8b\uff1f\u201d\u987e\u5ba2\u7684\u56de\u7b54\u901a\u5e38\u57fa\u4e8e0\u523010\u7684\u8bc4\u5206\u3002\u6839\u636e\u5206\u6570\uff0c\u5ba2\u6237\u88ab\u5206\u4e3a\u63a8\u8350\u8005\u3001\u4e2d\u6027\u7528\u6237\u548c\u6279\u8bc4\u8005\u3002NPS\u5206\u6570\u7684\u8ba1\u7b97\u65b9\u6cd5\u662f\u63a8\u8350\u8005\u7684\u767e\u5206\u6bd4\u51cf\u53bb\u6279\u8bc4\u8005\u7684\u767e\u5206\u6bd4\u3002\u8fd9\u79cd\u65b9\u6cd5\u7b80\u5355\u4f46\u5f3a\u5927\uff0c\u5e2e\u52a9\u7ec4\u7ec7\u8861\u91cf\u5ba2\u6237\u5fe0\u8bda\u5ea6\u53ca\u53e3\u7891\u6548\u5e94\u3002<\/p>\n<\/p>\n

NPS\u4e0d\u4ec5\u4ec5\u662f\u4e00\u4e2a\u91cf\u5316\u6570\u636e\uff0c\u66f4\u662f\u4e00\u4e2a\u8d28\u7684\u53cd\u6620\u3002\u901a\u8fc7\u6df1\u5165\u5206\u6790\u6279\u8bc4\u8005\u7684\u53cd\u9988\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u8bc6\u522b\u670d\u52a1\u4e2d\u7684\u75db\u70b9\uff1b\u901a\u8fc7\u7814\u7a76\u63a8\u8350\u8005\u7684\u53cd\u9988\uff0c\u53ef\u4ee5\u627e\u5230\u670d\u52a1\u7684\u4eae\u70b9\u548c\u4f18\u52bf\u3002\u66f4\u91cd\u8981\u7684\u662f\uff0cNPS\u4fc3\u4f7f\u7ec4\u7ec7\u4ece\u5ba2\u6237\u7684\u89d2\u5ea6\u51fa\u53d1\uff0c\u7406\u89e3\u4ec0\u4e48\u5bf9\u5ba2\u6237\u6765\u8bf4\u6700\u91cd\u8981\uff0c\u4ece\u800c\u91c7\u53d6\u884c\u52a8\u63d0\u5347\u6574\u4f53\u670d\u52a1\u8d28\u91cf\u3002<\/p>\n<\/p>\n

\u4e09\u3001\u5ba2\u6237\u52aa\u529b\u8bc4\u5206\uff08CES\uff09<\/h3>\n<\/p>\n

\u5ba2\u6237\u52aa\u529b\u8bc4\u5206\uff08CES\uff09\u662f\u901a\u8fc7\u8bc4\u4f30\u5ba2\u6237\u5728\u8fbe\u6210\u76ee\u6807\u65f6\u7684\u52aa\u529b\u7a0b\u5ea6\u6765\u8861\u91cf\u670d\u52a1\u6548\u7387\u548c\u6709\u6548\u6027\u7684\u3002\u6b64\u65b9\u6cd5\u57fa\u4e8e\u4e00\u4e2a\u7406\u5ff5\uff1a\u670d\u52a1\u7684\u7b80\u6613\u4f7f\u7528\u548c\u89e3\u51b3\u95ee\u9898\u7684\u6548\u7387\u662f\u589e\u52a0\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u7684\u5173\u952e\u3002CES\u8c03\u67e5\u901a\u8fc7\u95ee\u5377\u5f62\u5f0f\uff0c\u8be2\u95ee\u5ba2\u6237\u5b8c\u6210\u7279\u5b9a\u4efb\u52a1\uff08\u5982\u89e3\u51b3\u4e00\u4e2a\u6280\u672f\u95ee\u9898\uff09\u6240\u9700\u8981\u7684\u52aa\u529b\u5927\u5c0f\u3002<\/p>\n<\/p>\n

\u4f4e\u5ba2\u6237\u52aa\u529b\u5f97\u5206\u8868\u660e\u9ad8\u6548\u548c\u7b80\u4fbf\u7684\u670d\u52a1\u6d41\u7a0b\uff0c\u8fd9\u79cd\u6b63\u5411\u7684\u7ecf\u9a8c\u4e0d\u4ec5\u80fd\u63d0\u5347\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u8fd8\u80fd\u589e\u5f3a\u5ba2\u6237\u7684\u5fe0\u8bda\u5ea6\u3002\u56e0\u6b64\uff0c\u5b9a\u671f\u8fdb\u884cCES\u8c03\u67e5\uff0c\u76d1\u63a7\u52aa\u529b\u8bc4\u5206\u7684\u53d8\u5316\uff0c\u53ef\u4ee5\u5e2e\u52a9\u7ec4\u7ec7\u8bc6\u522b\u6d41\u7a0b\u4e2d\u7684\u74f6\u9888\u548c\u4e0d\u4fbf\uff0c\u8fdb\u800c\u91c7\u53d6\u6539\u5584\u63aa\u65bd\uff0c\u4f18\u5316\u5ba2\u6237\u4f53\u9a8c\u3002<\/p>\n<\/p>\n

\u56db\u3001\u793e\u4ea4\u5a92\u4f53\u76d1\u63a7<\/h3>\n<\/p>\n

\u793e\u4ea4\u5a92\u4f53\u5e73\u53f0\u6210\u4e3a\u4e86\u5ba2\u6237\u8868\u8fbe\u670d\u52a1\u4f53\u9a8c\u7684\u91cd\u8981\u573a\u6240\u3002\u901a\u8fc7\u76d1\u63a7\u793e\u4ea4\u5a92\u4f53\u4e0a\u63d0\u53ca\u54c1\u724c\u548c\u670d\u52a1\u7684\u8d34\u6587\u3001\u8bc4\u8bba\u548c\u8ba8\u8bba\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u83b7\u5f97\u5373\u65f6\u7684\u5ba2\u6237\u53cd\u9988\u3002\u8fd9\u79cd\u4e3b\u52a8\u5f0f\u76d1\u542c\u6709\u52a9\u4e8e\u5feb\u901f\u8bc6\u522b\u5e76\u54cd\u5e94\u5ba2\u6237\u7684\u4e0d\u6ee1\uff0c\u540c\u65f6\u638c\u63e1\u5ba2\u6237\u9700\u6c42\u548c\u671f\u671b\u7684\u53d8\u5316\u3002<\/p>\n<\/p>\n

\u793e\u4ea4\u5a92\u4f53\u76d1\u63a7\u7684\u6311\u6218\u5728\u4e8e\u5de8\u5927\u7684\u6570\u636e\u91cf\u548c\u60c5\u611f\u5206\u6790\u7684\u590d\u6742\u6027\u3002\u501f\u52a9AI<\/a>\u548c\u81ea\u7136\u8bed\u8a00\u5904\u7406\u6280\u672f\uff0c\u7ec4\u7ec7\u80fd\u591f\u6709\u6548\u5730\u5206\u6790\u793e\u4ea4\u5a92\u4f53\u6570\u636e\uff0c\u6355\u6349\u5ba2\u6237\u60c5\u7eea\u7684\u7ec6\u5fae\u53d8\u5316\uff0c\u4ece\u800c\u505a\u51fa\u53ca\u65f6\u4e14\u6709\u9488\u5bf9\u6027\u7684\u53cd\u5e94\u3002\u901a\u8fc7\u8fd9\u79cd\u65b9\u5f0f\uff0c\u7ec4\u7ec7\u4e0d\u4ec5\u53ef\u4ee5\u53ca\u65f6\u89e3\u51b3\u5ba2\u6237\u95ee\u9898\uff0c\u8fd8\u80fd\u589e\u5f3a\u5ba2\u6237\u7684\u53c2\u4e0e\u611f\u548c\u6ee1\u610f\u5ea6\u3002<\/p>\n<\/p>\n

\u4e94\u3001\u6df1\u5ea6\u8bbf\u8c08<\/h3>\n<\/p>\n

\u6df1\u5ea6\u8bbf\u8c08\u662f\u4e00\u79cd\u66f4\u52a0\u4e2a\u6027\u5316\u3001\u8be6\u7ec6\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u6d4b\u91cf\u65b9\u6cd5\u3002\u5b83\u901a\u8fc7\u4e00\u5bf9\u4e00\u8bbf\u8c08\u6df1\u5165\u4e86\u89e3\u5ba2\u6237\u7684\u4f53\u9a8c\u3001\u610f\u89c1\u548c\u5efa\u8bae\u3002\u4e0e\u8868\u9762\u7684\u8c03\u67e5\u4e0d\u540c\uff0c\u6df1\u5ea6\u8bbf\u8c08\u53ef\u4ee5\u63a2\u7a76\u80cc\u540e\u7684\u539f\u56e0\u3001\u5ba2\u6237\u7684\u771f\u5b9e\u611f\u53d7\u548c\u6df1\u5c42\u9700\u6c42\u3002<\/p>\n<\/p>\n

\u7cbe\u5fc3\u8bbe\u8ba1\u7684\u8bbf\u8c08\u9898\u76ee\u80fd\u591f\u5f15\u5bfc\u51fa\u6709\u4ef7\u503c\u7684\u6d1e\u5bdf\uff0c\u5e2e\u52a9\u7ec4\u7ec7\u6df1\u523b\u7406\u89e3\u5ba2\u6237\u4f53\u9a8c\u7684\u6bcf\u4e2a\u7ec6\u8282\uff0c\u8bc6\u522b\u670d\u52a1\u8bbe\u8ba1\u548c\u4ea4\u4ed8\u4e2d\u7684\u95ee\u9898\u3002\u6df1\u5ea6\u8bbf\u8c08\u7684\u4ef7\u503c\u5728\u4e8e\u5b83\u6240\u63d0\u4f9b\u7684\u6df1\u5ea6\u548c\u7ec6\u8282\uff0c\u4f7f\u7ec4\u7ec7\u80fd\u591f\u5236\u5b9a\u51fa\u66f4\u4e3a\u7cbe\u51c6\u6709\u6548\u7684\u6539\u8fdb\u63aa\u65bd\uff0c\u4ece\u800c\u5728\u7ade\u4e89\u6fc0\u70c8\u7684\u5e02\u573a\u4e2d\u8131\u9896\u800c\u51fa\u3002<\/p>\n<\/p>\n

\u76f8\u5173\u95ee\u7b54FAQs\uff1a<\/strong><\/h2>\n

Q: \u6709\u54ea\u4e9b\u5e38\u7528\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u6d4b\u91cf\u65b9\u6cd5\u53ef\u4ee5\u5728ITSM\u4e2d\u4f7f\u7528\uff1f<\/strong><\/p>\n

A: \u5728ITSM\u4e2d\uff0c\u5e38\u7528\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u6d4b\u91cf\u65b9\u6cd5\u5305\u62ec\u4f46\u4e0d\u9650\u4e8e\uff1a\u5b9a\u671f\u8fdb\u884c\u7528\u6237\u8c03\u67e5\uff0c\u901a\u8fc7\u9762\u8c08\u6216\u5728\u7ebf\u95ee\u5377\u6536\u96c6\u7528\u6237\u53cd\u9988\uff1b\u501f\u52a9\u5173\u952e\u7ee9\u6548\u6307\u6807\uff08KPIs\uff09\u6765\u8861\u91cf\u5ba2\u6237\u5bf9IT\u670d\u52a1\u7684\u6ee1\u610f\u5ea6\uff1b\u4f7f\u7528NPS\uff08Net Promoter Score\uff09\u6765\u8bc4\u4f30\u5ba2\u6237\u5fe0\u8bda\u5ea6\u548c\u63a8\u8350\u5ea6\uff1b\u901a\u8fc7\u6301\u7eed\u7684\u76d1\u63a7\u548c\u6536\u96c6\u7528\u6237\u884c\u4e3a\u6570\u636e\u6765\u8bc4\u4f30\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/p>\n

Q: \u5982\u4f55\u6709\u6548\u5730\u8fdb\u884c\u5ba2\u6237\u6ee1\u610f\u5ea6\u6d4b\u91cf\u6765\u4f18\u5316ITSM\u670d\u52a1\u8d28\u91cf\uff1f<\/strong><\/p>\n

A: \u9996\u5148\uff0c\u53ef\u4ee5\u5b9a\u671f\u53d1\u9001\u7528\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\u95ee\u5377\uff0c\u4ee5\u4fbf\u53ca\u65f6\u6536\u96c6\u7528\u6237\u7684\u610f\u89c1\u548c\u53cd\u9988\u3002\u5176\u6b21\uff0c\u5efa\u8bae\u4e0e\u5173\u952e\u7528\u6237\u8fdb\u884c\u9762\u8c08\uff0c\u6df1\u5165\u4e86\u89e3\u4ed6\u4eec\u7684\u9700\u6c42\u548c\u671f\u671b\u3002\u6b64\u5916\uff0c\u8fd8\u53ef\u4ee5\u901a\u8fc7\u5b9a\u671f\u5ba1\u6838\u548c\u5206\u6790\u5173\u952e\u7ee9\u6548\u6307\u6807\uff08KPIs\uff09\uff0c\u5982\u6545\u969c\u89e3\u51b3\u65f6\u95f4\u3001SLA\u8fbe\u6210\u7387\u7b49\uff0c\u6765\u4e86\u89e3\u7528\u6237\u5bf9\u670d\u52a1\u8d28\u91cf\u7684\u6ee1\u610f\u5ea6\u3002\u6700\u540e\uff0c\u5c06\u6536\u96c6\u5230\u7684\u6570\u636e\u8fdb\u884c\u6574\u7406\u548c\u5206\u6790\uff0c\u5236\u5b9a\u76f8\u5e94\u7684\u6539\u8fdb\u63aa\u65bd\uff0c\u4ee5\u63d0\u5347ITSM\u670d\u52a1\u8d28\u91cf\u3002<\/p>\n

Q: \u5982\u4f55\u6709\u6548\u5229\u7528NPS\u8bc4\u4f30\u5ba2\u6237\u6ee1\u610f\u5ea6\u5e76\u63d0\u5347ITSM\u670d\u52a1\u8d28\u91cf\uff1f<\/strong><\/p>\n

A: NPS\u8bc4\u4f30\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u65b9\u6cd5\u662f\u901a\u8fc7\u8be2\u95ee\u7528\u6237\u5bf9\u4e8e\u63a8\u8350IT\u670d\u52a1\u7684\u53ef\u80fd\u6027\u6765\u8861\u91cf\u4ed6\u4eec\u7684\u6ee1\u610f\u7a0b\u5ea6\u3002\u6839\u636e\u7528\u6237\u7684\u56de\u7b54\uff0c\u53ef\u4ee5\u5c06\u4ed6\u4eec\u5206\u4e3a\u4fc3\u4f7f\u589e\u957f\uff08\u63a8\u8350\u8005\uff09\u3001\u7a33\u5b9a\uff08\u88ab\u63a8\u8350\u8005\uff09\u548c\u62d6\u7d2f\u589e\u957f\uff08\u4e0d\u63a8\u8350\u8005\uff09\u4e09\u4e2a\u7fa4\u4f53\u3002\u9488\u5bf9\u8fd9\u4e9b\u7fa4\u4f53\uff0c\u53ef\u4ee5\u91c7\u53d6\u4e0d\u540c\u7684\u63aa\u65bd\u6765\u63d0\u5347ITSM\u670d\u52a1\u8d28\u91cf\u3002\u6bd4\u5982\uff0c\u5bf9\u4e8e\u63a8\u8350\u8005\uff0c\u53ef\u4ee5\u8003\u8651\u9080\u8bf7\u4ed6\u4eec\u53c2\u4e0e\u7528\u6237\u4f53\u9a8c\u6d4b\u8bd5\u6216\u4ea7\u54c1\u6539\u8fdb\u8ba1\u5212\uff1b\u5bf9\u4e8e\u88ab\u63a8\u8350\u8005\uff0c\u53ef\u4ee5\u6301\u7eed\u63d0\u4f9b\u9ad8\u8d28\u91cf\u7684\u670d\u52a1\u4ee5\u4fdd\u6301\u4ed6\u4eec\u7684\u6ee1\u610f\u5ea6\uff1b\u5bf9\u4e8e\u4e0d\u63a8\u8350\u8005\uff0c\u53ef\u4ee5\u901a\u8fc7\u9762\u8c08\u548c\u6df1\u5165\u5206\u6790\u539f\u56e0\uff0c\u627e\u51fa\u95ee\u9898\u6240\u5728\u5e76\u53ca\u65f6\u6539\u8fdb\u3002\u8fd9\u6837\u7684\u65b9\u6cd5\u53ef\u4ee5\u6709\u6548\u5730\u5229\u7528NPS\u8bc4\u4f30\u5ba2\u6237\u6ee1\u610f\u5ea6\u5e76\u63d0\u5347ITSM\u670d\u52a1\u8d28\u91cf\u3002<\/p>\n","protected":false},"excerpt":{"rendered":"IT\u670d\u52a1\u7ba1\u7406(ITSM)\u4e2d\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u6d4b\u91cf\u65b9\u6cd5\u5305\u62ec\u4f7f\u7528\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\uff08CSAT\uff09\u3001\u51c0\u63a8\u8350\u5206\u6570\uff08NPS\uff09\u8ba1\u7b97\u3001\u5ba2 […]","protected":false},"author":3,"featured_media":113399,"comment_status":"closed","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[37],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/posts\/113397"}],"collection":[{"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/comments?post=113397"}],"version-history":[{"count":0,"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/posts\/113397\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/media\/113399"}],"wp:attachment":[{"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/media?parent=113397"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/categories?post=113397"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/docs.pingcode.com\/wp-json\/wp\/v2\/tags?post=113397"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}