SaaS アナリティクス ワークショップ #9 - NPS（ネット・プロモーター・スコア）の計算）

Transcript

1. 2
   EXPLORATORY
   SaaS ΞφϦςΟΫε ϫʔΫγϣοϓ #9
   NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷܭࢉ
   

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2. ུྺ
   HP(Hewlett Packard)ͰeCommerceɺςϨηʔϧεɺϑΟʔϧυηʔϧε
   ͳͲଟذʹΘͨΔϏδωεͷϚωδϝϯτɺϓϥϯχϯάΛܦݧɻ
   ࣾ಺֎Ͱ஝ੵ͞Εͨ๲େͳσʔλΛ׆༻ͯ͠ϏδωεΛ੒௕ͤ͞ΔͨΊʹ
   ͸σʔλαΠΤϯεʹཪଧͪ͞Εͨҙࢥܾఆ͕ॏཁͩͱ਎Λ࣋ͬͯ஌Δɻ
   ݱࡏ͸Ϗδωε։ൃͱͯ͠ɺExploratoryͷಋೖࢧԉɺΦϯϥΠϯηϛφʔ
   ΍ษڧձͷاըɾӡӦΛ௨ͯ͠ɺص্ͷۭ࿦Ͱ͸ऴΘΒͳ͍ຊ౰ͷҙຯͰ
   ׆༻Ͱ͖ΔσʔλαΠΤϯεͷීٴʹऔΓ૊Ήɻ
   3
   εϐʔΧʔ
   ଜཬ Ү࠸
   Business Development
   EXPLORATORY
   @Ikuyamm
   

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3. Vision
   ͢΂ͯͷਓ͕σʔλΛ࢖ͬͯ
   ΑΓΑ͍ҙࢥܾఆΛ͢Δ
   4
   

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4. 5
   Mission
   σʔλαΠΤϯεͷຽओԽ
   

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5. 6
   ୈ̏ͷ೾
   σʔλαΠΤϯεɺAIɺػցֶश͸౷ܭֶऀɺ։ൃऀͷͨΊ͚ͩͷ΋ͷͰ͸͋Γ·ͤΜɻ
   σʔλʹڵຯͷ͋ΔਓͳΒ୭΋͕ੈքͰ࠷ઌ୺ͷΞϧΰϦζϜΛ࢖ͬͯ
   ϏδωεσʔλΛ؆୯ʹ෼ੳͰ͖Δ΂͖Ͱ͢ɻ
   Exploratory͕ͦ͏ͨ͠ੈքΛՄೳʹ͠·͢ɻ
   

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6. 7
   ୈ1ͷ೾ ୈ̎ͷ೾ ୈ̏ͷ೾
   ϓϥΠϕʔτ(ߴ͍/ݹ͍) Φʔϓϯɾιʔε(ແྉ/࠷ઌ୺)
   UI & ϓϩάϥϛϯά ϓϩάϥϛϯά
   2016
   2000
   1976
   ϚωλΠθʔγϣϯ ίϞσΟςΟԽ ຽओԽ
   ౷ܭֶऀ σʔλαΠΤϯςΟετ
   Exploratory
   ΞϧΰϦζϜ
   Ϣʔβʔɾ
   ମݧ
   πʔϧ
   Φʔϓϯɾιʔε(ແྉ/࠷ઌ୺)
   UI & ࣗಈԽ
   ϏδωεɾϢʔβʔ
   ςʔϚ
   σʔλαΠΤϯεͷຽओԽ
   

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7. 8
   ࣭໰ ఻͑Δ
   σʔλΞΫηε
   σʔλ
   ϥϯάϦϯά
   ՄࢹԽ
   ΞφϦςΟΫε
   ౷ܭ/ػցֶश
   σʔλαΠΤϯεɾϫʔΫϑϩʔ
   

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8. 9
   ࣭໰
   ExploratoryɹϞμϯˍγϯϓϧ UI
   ఻͑Δ
   σʔλΞΫηε
   σʔλ
   ϥϯάϦϯά
   ՄࢹԽ
   ΞφϦςΟΫε
   ౷ܭ/ػցֶश
   

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9. 10
   EXPLORATORY
   SaaS ΞφϦςΟΫε ϫʔΫγϣοϓ #9
   NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷܭࢉ
   

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10. 11
    • ୈ1ճɿ SaaSͷ࠷ॏཁKPI ͱͦͷՄࢹԽ Part 1
    • ୈ2ճɿ SaaSͷ࠷ॏཁKPI ͱͦͷՄࢹԽ Part 2
    • ୈ3ճɿ Τϯήʔδϝϯτ Part 1 - DAU/MAU
    • ୈ4ճɿΤϯήʔδϝϯτ Part 2 - ύϫʔϢʔβʔɾΧʔϒ
    • ୈ5ճɿ Τϯήʔδϝϯτ Part 3 -RFV෼ੳ
    • ୈ6ճɿίϗʔτ෼ੳ Part 1 - ϨΠϠʔέʔΩɾνϟʔτ
    • ୈ7ճɿ ίϗʔτ෼ੳ Part 2 - ੜଘۂઢ
    • ୈ8ճɿCLVʢސ٬ੜ֔Ձ஋ʣͷܭࢉ
    • ୈ9ճɿ NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷܭࢉ
    • ୈ10ճɿࣗ༝هड़ͷςΩετ෼ੳ
    SaaS ΞφϦςΟΫε
    

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11. 12
    ΞδΣϯμ
    • NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷ֓ཁ
    • NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷܭࢉͷ࢓ํ
    

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12. 13
    ΞδΣϯμ
    • NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷ֓ཁ
    • NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷܭࢉͷ࢓ํ
    

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13. 14
    ސ٬͕ͲΕ͚ͩຬ଍͍ͯ͠Δ͔Λཧղ͢ΔͨΊ΍ɺ
    ࣗ෼ͨͪͷϓϩμΫτΛվળ͢ΔͨΊʹɺ
    ΞϯέʔτΛऔΔ͜ͱ͸Α͘΍Δ͜ͱͷҰͭɻ
    

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14. 15
    ͦ͜Ͱސ٬ຬ଍౓ΛଌΔͱ͖ɺҎԼͷΑ͏ͳ࣭໰Λ͢Δ͜ͱʹͳΔɻ
    

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15. ͨͩ͜͏͍࣭ͬͨ໰ͷ࢓ํͷ৔߹ɺͳΜͱͳ͘Ͱ10ͱ͍ͬͨείΞΛ
    ͚ͭͯ͠·͏͜ͱ͕͋Δɻ
    16
    

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16. 17
    ͦ͜ͰɺΑΓద੾ʹαʔϏεɾϓϩμΫτʹର͢Δ
    ຬ଍౓΍ϩΠϠϦςΟΛଌΔࢦඪͱͯ͠
    NPSʢωοτɾϓϩϞʔλʔɾείΞʣ͕͋Δɻ
    

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17. NPSʢωοτɾϓϩϞʔλʔɾείΞʣͰ͸ϓϩμΫτ΍αʔϏεΛ
    Ͳͷఔ౓ɺଞͷਓʹਪન͍͔ͨ͠Λ࣭໰͢Δɻ
    18
    

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18. ΑΓ۩ମతͳ࣭໰Λ͢Δ͜ͱͰɺຊ౰ʹྑ͍ͱࢥ͍ͬͯͳ͍ͱ10ͱ
    ͍ͬͨείΞΛ͚ͭͳ͘ͳΔɻ
    19
    

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19. AirbnbͰ͸͜ͷ࣭໰ʹରͯ͠10ͷείΞΛ͚ͭͨਓͱ6ҎԼͷείΞ
    Λ͚ͭͨਓͱͰɺ1೥Ҏ಺ͷ঺հ཰ʹ4%ͷ͕ࠩग़͍ͯΔɻ
    20
    ʮ͜ͷαʔϏεΛଞͷํʹ΋ਪન͍ͨ͠ͱࢥ͍·͔͢ʁʯ
    

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20. Ξϯέʔτͷճ౴ͱ࣮ࡍͷߦಈ͕൐͓ͬͯΓɺ৴༻Ͱ͖Δճ౴͕ಘΒ
    Ε͍ͯΔͱݴ͑Δɻ
    21
    ʮ͜ͷαʔϏεΛଞͷํʹ΋ਪન͍ͨ͠ͱࢥ͍·͔͢ʁʯ
    

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21. 22
    NPSʢωοτɾϓϩϞʔλʔɾείΞʣͱ͸1ਓ1ਓͷ
    ΞϯέʔτείΞΛ͋Δܭࢉํ๏ʹΑͬͯूܭͨ͠΋ͷɻ
    

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22. NPSʢωοτɾϓϩϞʔλʔɾείΞʣ͸ճ౴Λ3ͭͷάϧʔϓʹ෼
    ͚Δɻ
    23
    1 2 3 4 5 6
    0 7 8 9 10
    

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23. 1ͭ໨ͷάϧʔϓ͸στϥΫλʔʢඇਪ঑ऀʣͱݺ͹ΕΔάϧʔϓͰɺ
    ͔̌Β6ͷείΞΛ͚ͭͨճ౴͕ର৅ͱͳΔɻ
    24
    1 2 3 4 5 6
    0 7 8 9 10
    στϥΫλʔ
    ʢඇਪ঑ऀʣ
    

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24. 2ͭ໨ͷάϧʔϓ͸ύογϒʢதཱऀʣͱݺ͹ΕΔάϧʔϓͰɺ
    7͔Β8ͷείΞΛ͚ͭͨճ౴͕ର৅ͱͳΔɻ
    25
    1 2 3 4 5 6
    0 7 8 9 10
    στϥΫλʔ
    ʢඇਪ঑ऀʣ
    ύογϒ
    ʢதཱऀʣ
    

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25. 3ͭ໨ͷάϧʔϓ͸ϓϩϞʔλʔʢਪ঑ऀʣݺ͹ΕΔάϧʔϓͰɺ
    9͔Β10ͷείΞΛ͚ͭͨճ౴͕ର৅ͱͳΔɻ
    26
    1 2 3 4 5 6
    0 7 8 9 10
    στϥΫλʔ
    ʢඇਪ঑ऀʣ
    ύογϒ
    ʢதཱऀʣ
    ϓϩϞʔλʔ
    ʢਪ঑ऀʣ
    

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26. NPSʢωοτɾϓϩϞʔλʔɾείΞʣͰ͸στϥΫλʔʢඇਪ঑ऀʣ
    ͱϓϩϞʔλʔʢਪ঑ऀʣ͕ॏཁͳ໾ׂΛ࣋ͭɻ
    27
    1 2 3 4 5 6
    0 7 8 9 10
    στϥΫλʔ
    ʢඇਪ঑ऀʣ
    ύογϒ
    ʢதཱऀʣ
    ϓϩϞʔλʔ
    ʢਪ঑ऀʣ
    

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27. NPSʢωοτɾϓϩϞʔλʔɾείΞʣ͸ϓϩϞʔλʔʢਪ঑ऀʣͷׂ
    ߹͔ΒστϥΫλʔʢඇਪ঑ऀʣͷׂ߹ΛҾ͍ͨ΋ͷɻ
    28
    1 2 3 4 5 6
    0 7 8 9 10
    στϥΫλʔ
    ʢඇਪ঑ऀʣ
    ύογϒ
    ʢதཱऀʣ
    ϓϩϞʔλʔ
    ʢਪ঑ऀʣ
    ϓϩϞʔλʔ
    ͷׂ߹
    NPS
    − =
    στϥΫλʔ
    ͷׂ߹
    

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28. 29
    ྫ͑͹ɺ10ਓͷސ٬͔ΒҎԼͷΑ͏ͳճ౴͕ಘΒΕͨͱ͢Δɻ
    0 1 2 3 4 5 6 7 8 9 10
    

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29. 30
    ֤ճ౴͸ҎԼͷΑ͏ʹ෼ྨͰ͖Δɻ
    0 1 2 3 4 5 6 7 8 9 10
    στϥΫλʔ
    ʢඇਪ঑ऀʣ
    ϓϩϞʔλʔ
    ʢਪ঑ऀʣ
    

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30. στϥΫλʔ
    30%ʢ3/10ʣ
    ϓϩϞʔλʔʢਪ঑ऀʣͱστϥΫλʔʢඇਪ঑ऀʣͷׂ߹͸ҎԼͱ
    ͳΔɻ
    31
    0 1 2 3 4 5 6 7 8 9 10
    ϓϩϞʔλʔ
    40%ʢ4/10ʣ
    

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31. στϥΫλʔ
    30%ʢ3/10ʣ
    ϓϩϞʔλʔʢਪ঑ऀʣͷׂ߹͔ΒστϥΫλʔʢඇਪ঑ऀʣͷׂ߹
    ΛҾ͘ɻ
    32
    0 1 2 3 4 5 6 7 8 9 10
    ϓϩϞʔλʔ
    40%ʢ4/10ʣ
    10ʢNPSʣ
    =
    −
    ϓϩϞʔ
    λʔͷׂ߹
    
    40%
    στϥΫ
    λʔͷׂ߹

    30%
    

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32. 33
    શһ͕ϓϩϞʔλʔʢਪ঑ऀʣͩͬͨͱ͢Δɻ
    0 1 2 3 4 5 6 7 8 9 10
    100%ʢ10/10ʣ
    

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33. 34
    NPS͸100ͱͳΓɺ࠷ߴείΞͱͳΔɻ
    0 1 2 3 4 5 6 7 8 9 10
    100
    − =
    ϓϩϞʔλʔ
    ͷׂ߹
    
    100%
    στϥΫλʔ
    ͷׂ߹

    0%
    ʢNPSʣ
    

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34. 35
    શһ͕στϥΫλʔʢඇਪ঑ऀʣͩͬͨͱ͢Δɻ
    0 1 2 3 4 5 6 7 8 9 10
    100%ʢ10/10ʣ
    

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35. 36
    NPS͸−100ͱͳΔɻ͜Ε͕࠷௿είΞͰ͋Δɻ
    0 1 2 3 4 5 6 7 8 9 10
    −100
    − =
    ϓϩϞʔλʔ
    ͷׂ߹
    
    0%
    στϥΫλʔ
    ͷׂ߹

    100%
    ʢNPSʣ
    

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36. 37
    NPS͸−100͔Β100ͷൣғͰ͋Δɻ
    100
    =
    = −100
    ʢNPSʣ
    ʢNPSʣ
    

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37. 38
    NPSʢωοτɾϓϩϞʔλʔɾείΞʣ͸Ұൠతʹɺ
    50Λ௒͑Δͱૉ੖Β͍͠ (Excellent) ͱ͞Εɺ
    70Λ௒͑ΔͱϫʔϧυΫϥεͱݴΘΕ͍ͯΔɻ
    

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38. NPSͷείΞ͕50લޙͷͱ͖͸ɺστϥΫλʔʢඇਪ঑ऀʣ͸গͳ͍
    ͕ɺύογϒʢதཱऀʣ͕ϓϩϞʔλʔͱಉ͘͡Β͍͍Δ৔߹͕ଟ͍ɻ
    39
    

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39. NPSͷείΞ͕70Λ௒͑ͯ͘Δͱɺ΄ͱΜͲͷਓ͕ϓϩϞʔλʔʢਪ
    ঑ऀʣʹͳ͍ͬͯΔ৔߹Ͱ͋Δɻ
    40
    

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40. 41
    ͪͳΈʹAirbnbͷճ౴ͷ෼෍͸ҎԼɻ෼෍ͷࢁ͕ϓϩϞʔλʔʹ͋Δɻ
    NPS = 74
    

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41. 42
    62
    68
    72
    96 74
    77
    

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42. 43
    • ޱίϛͷੜ·Ε΍͢͞ͷࢦඪ
    • νϟʔϯ/Ϧςϯγϣϯͷઌߦࢦඪ
    • ωοτɾϨϕχϡʔɾϦςϯγϣϯͷઌߦࢦඪ
    • ϓϩμΫτվળͷͨΊͷࢦඪ
    NPSͷϕωϑΟοτ
    

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43. 44
    • ޱίϛͷੜ·Ε΍͢͞ͷࢦඪ
    • νϟʔϯ/Ϧςϯγϣϯͷઌߦࢦඪ
    • ωοτɾϨϕχϡʔɾϦςϯγϣϯͷઌߦࢦඪ
    • ϓϩμΫτվળͷͨΊͷࢦඪ
    NPSͷϕωϑΟοτ
    

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44. 45
    ྫ͑͹ɺͱ͋ΔαʔϏεʹରͯ͠10ͷධՁΛ͚ͭͨͱ͢Δɻ
    0 1 2 3 4 5 6 7 8 9 10
    

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45. 46
    SNS΍ޱ಄ͰଞऀʹͦͷαʔϏεΛનΊΔՄೳੑ͸ߴ͍ɻ
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    0 1 2 3 4 5 6 7 8 9 10
    

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46. 47
    ϓϩϞʔλʔ͕ଟ͘ɺNPS͕ߴ͍έʔεͰߟ͑ͯΈΔɻ
    0 1 2 3 4 5 6 7 8 9 10
    80
    − =
    ϓϩϞʔλʔ
    ͷׂ߹
    
    80%
    στϥΫλʔ
    ͷׂ߹

    0%
    ʢNPSʣ
    

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47. ଞऀʹϓϩμΫτ΍αʔϏεΛનΊ͍ͨͱڧ͘ײ͡Δਓ͕૿͑Ε͹૿
    ͑Δ΄ͲɺͦΕ͸ޱίϛͱͯ͠޿͕͍ͬͯ͘͜ͱʹͳΔɻ
    48
    0 1 2 3 4 5 6 7 8 9 10
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    

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48. 49
    ผͷαʔϏεͰ͸5ͷධՁΛ͚ͭͨͱ͢Δɻ
    0 1 2 3 4 5 6 7 8 9 10
    

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49. SNS΍ޱ಄ͰଞऀʹનΊΔՄೳੑ͸௿͘ɺٯʹωΨςΟϒͳ৘ใΛൃ
    ৴͢ΔՄೳੑ͕ߴ͘ͳΔɻ
    50
    ͜ͷαʔϏε͸ੌ͍ѱ͔ͬͨɻ
    ࢖͏ͷ͸ࣙΊͨํ͕͍͍ʂ
    0 1 2 3 4 5 6 7 8 9 10
    

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50. 51
    στϥΫλʔ͕ଟ͘ɺNPS͕௿͍έʔεͰߟ͑ͯΈΔɻ
    0 1 2 3 4 5 6 7 8 9 10
    −90
    − =
    ϓϩϞʔλʔ
    ͷׂ߹
    
    0%
    στϥΫλʔ
    ͷׂ߹

    90%
    ʢNPSʣ
    

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51. ଞऀʹϓϩμΫτ΍αʔϏεΛનΊ͍ͨͱࢥΘͳ͍ਓ͕૿͑Ε͹૿͑
    Δ΄ͲɺͦΕ͸ѱ͍ޱίϛͱͯ͠޿͕͍ͬͯ͘͜ͱʹͳΔɻ
    52
    0 1 2 3 4 5 6 7 8 9 10
    ͜ͷαʔϏε͸ੌ͍ѱ͔ͬͨɻ
    ࢖͏ͷ͸ࣙΊͨํ͕͍͍ʂ
    ͜ͷαʔϏε͸ੌ͍ѱ͔ͬͨɻ
    ࢖͏ͷ͸ࣙΊͨํ͕͍͍ʂ
    ͜ͷαʔϏε͸ੌ͍ѱ͔ͬͨɻ
    ࢖͏ͷ͸ࣙΊͨํ͕͍͍ʂ
    

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52. 53
    ͜ͷΑ͏ʹNPS͸ޱίϛͷੜ·Ε΍͢͞ͷࢦඪͱͳΔɻ
    ϓϩμΫτ͕ޱίϛͰ޿͕Δέʔε
    80
    =
    = −90
    ϓϩμΫτͷѱධ͕޿͕Δέʔε
    ʢNPSʣ
    ʢNPSʣ
    

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53. 54
    • ޱίϛͷੜ·Ε΍͢͞ͷࢦඪ
    • νϟʔϯ/Ϧςϯγϣϯͷઌߦࢦඪ
    • ωοτɾϨϕχϡʔɾϦςϯγϣϯͷઌߦࢦඪ
    • ϓϩμΫτվળͷͨΊͷࢦඪ
    NPSͷϕωϑΟοτ
    

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54. 55
    στϥΫλʔʢඇਪ঑ऀʣ͕ଟ͘ɺNPS͕௿͍৔߹Λ࠶ͼߟ͑ͯΈΔɻ
    0 1 2 3 4 5 6 7 8 9 10
    −60
    − =
    ϓϩϞʔλʔ
    ͷׂ߹
    
    10%
    στϥΫλʔ
    ͷׂ߹

    70%
    ʢNPSʣ
    

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55. 56
    στϥΫλʔʢඇਪ঑ऀʣ͸ϩΠϠϦςΟ͕௿͍ͷͰɺΑΓαʔϏεΛ௕ظؒ
    ར༻ͯ͘͠ΕΔՄೳੑ͕௿͍ͱݴ͑Δɻ݁Ռͱͯ͠NPSʢωοτɾϓϩϞʔ
    λʔɾείΞʣ͸νϟʔϯͷઌߦࢦඪͱͳΔέʔε͕ଟ͍ɻ
    0 1 2 3 4 5 6 7 8 9 10
    −60
    − =
    ϓϩϞʔλʔ
    ͷׂ߹
    
    10%
    στϥΫλʔ
    ͷׂ߹

    70%
    ʢNPSʣ
    

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56. 57
    ϓϩϞʔλʔʢਪ঑ऀʣ͕ଟ͘ɺNPS͕ߴ͍৔߹Λ࠶ͼߟ͑ͯΈΔɻ
    0 1 2 3 4 5 6 7 8 9 10
    80
    − =
    ϓϩϞʔλʔ
    ͷׂ߹
    
    80%
    στϥΫλʔ
    ͷׂ߹

    0%
    ʢNPSʣ
    

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57. 58
    ϓϩϞʔλʔʢਪ঑ऀʣ͸ϩΠϠϦςΟ͕ߴ͍ͷͰɺΑΓαʔϏεΛ௕ظؒར
    ༻ͯ͘͠ΕΔՄೳੑ͕ߴ͘ɺ݁Ռͱͯ͠NPSʢωοτɾϓϩϞʔλʔɾεί
    Ξʣ͸ϦςϯγϣϯͷઌߦࢦඪͱͳΔέʔε͕ଟ͍ɻ
    0 1 2 3 4 5 6 7 8 9 10
    80
    − =
    ϓϩϞʔλʔ
    ͷׂ߹
    
    80%
    στϥΫλʔ
    ͷׂ߹

    0%
    ʢNPSʣ
    

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58. 59
    • ޱίϛͷੜ·Ε΍͢͞ͷࢦඪ
    • νϟʔϯ/Ϧςϯγϣϯͷઌߦࢦඪ
    • ωοτɾϨϕχϡʔɾϦςϯγϣϯͷઌߦࢦඪ
    • ϓϩμΫτվળͷͨΊͷࢦඪ
    NPSͷϕωϑΟοτ
    

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59. NPS͕ߴ͘ͳΔͱɺαʔϏε΍ϓϩμΫτ͕ޱίϛͰ޿͕Δͱ͍͏࿩
    Λͨ͠ɻ
    60
    0 1 2 3 4 5 6 7 8 9 10
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    

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60. Ϣʔβʔ͕ϓϩμΫτ΍αʔϏεΛޱίϛͰ޿ΊΔ͜ͱͰɺސ٬಺ͷ
    Ϣʔβʔ͕૿͑ɺΤΫεύϯγϣϯ͕ൃੜ͠΍͘͢ͳΔɻ
    61
    0 1 2 3 4 5 6 7 8 9 10
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    ͜ͷαʔϏε͸ੌ͍ྑ͔ͬͨʂ
    ͥͻ࢖ͬͯΈͯཉ͍͠ʂ
    

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61. ݁Ռͱͯ͠ɺNPSʢωοτɾϓϩϞʔλʔɾείΞʣ͸
    ωοτɾϨϕχϡʔɾϦςϯγϣϯ཰ͷઌߦࢦඪͱͳΔέʔε΋ଟ͍ɻ
    62
    

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62. 63
    • ޱίϛͷੜ·Ε΍͢͞ͷࢦඪ
    • νϟʔϯ/Ϧςϯγϣϯͷઌߦࢦඪ
    • ωοτɾϨϕχϡʔɾϦςϯγϣϯͷઌߦࢦඪ
    • ϓϩμΫτվળͷͨΊͷࢦඪ
    NPSͷϕωϑΟοτ
    

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63. 64
    NPSʢωοτɾϓϩϞʔλʔɾείΞʣΛ
    ࣌ؒΛ௥ͬͯϞχλʔ͍ͯ͘͜͠ͱͰɺސ٬΁ͷՁ஋
    ͷఏڙͱ͍͏ࢹ఺͔ΒϓϩμΫτ΍αʔϏε͕վળ͞
    Ε͍ͯΔ͔Ͳ͏͔Λཧղ͢Δ͜ͱ͕Ͱ͖Δɻ
    

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64. 65
    ࣌ؒͷܦաͱͱ΋ʹɺNPSʢωοτɾϓϩϞʔλʔɾείΞʣ্͕ঢ
    ͍ͯ͠ΔͷͰ͋Ε͹ɺαʔϏε·ͨ͸ϓϩμΫτ͕վળ͍ͯ͠Δͱଊ
    ͑Δ͜ͱ͕Ͱ͖Δɻ
    1݄ 2݄ 3݄ 4݄ 5݄
    NPS
    

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65. 66
    ηάϝϯτʹ෼͚ͯϞχλʔ͢Δ͜ͱͰɺͲͷλΠϓͷސ٬ʹରͯ͠
    ϓϩμΫτ΍αʔϏε͸վળͰ͖͍ͯΔͷ͔ɺ·ͨ͸ͦ͏Ͱͳ͍ͷ͔
    Λ஌Δ͜ͱ΋Ͱ͖Δɻ
    1݄ 2݄ 3݄ 4݄ 5݄
    NPS
    ೔ຊ
    ΞϝϦΧ
    

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66. 67
    ·ͨηάϝϯτʹ෼͚Δ͜ͱͰɺͲͷλΠϓͷސ٬ʹ
    ରͯ͠ϓϩμΫτ΍αʔϏε͕Ձ஋ΛఏڙͰ͖͍ͯΔ
    ͷ͔Λ஌Δ͜ͱ͕Ͱ͖Δɻ
    

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67. 68
    ίϗʔτ͝ͱʹNPSʢωοτɾϓϩϞʔλʔɾείΞʣΛൺֱ͢Δ͜ͱ
    ͰɺͲ͏͍ͬͨސ٬ͷείΞ͕ߴ͍͔/௿͍͔Λཧղ͠ɺϏδωεͷվળ
    ʹ޲͚ͯͷΞΫγϣϯΛݕ౼࢝͠ΊΔ͜ͱ͕Ͱ͖Δɻ
    ϞόΠϧ σεΫτοϓ
    70
    40
    

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68. 69
    NPS͕௿͍ηάϝϯτ͸ϓϩμΫτ΍αʔϏε͕ސ٬ʹϑΟοτͯ͠
    ͍ͳ͍ɻ͜ͷηάϝϯτͷސ٬ʹର͢ΔϓϩμΫτ΍αʔϏεͷվળ
    Λݕ౼͢Δ͜ͱ͕Ͱ͖Δɻ
    ϞόΠϧ σεΫτοϓ
    70
    40
    

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69. NPS͕ߴ͍ηάϝϯτ͸ϓϩμΫτ΍αʔϏε͕ސ٬ʹϑΟοτͯ͠
    ͍Δɻ͜ͷηάϝϯτͷސ٬ʹ΋ͬͱϓϩϞʔτ͢Δ͜ͱ͕Ͱ͖Δɻ
    70
    ϞόΠϧ σεΫτοϓ
    70
    40
    

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70. 71
    Let’s try!
    

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71. 72
    ΞδΣϯμ
    • NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷ֓ཁ
    • NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷܭࢉͷ࢓ํ
    

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72. ࠓճ͸NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷूܭμογϡϘʔυ
    Λ࡞੒͢Δɻ
    73
    

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73. 74
    ࠓճ࢖͏αϯϓϧσʔλ
    Ξϯέʔτσʔλ
    

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74. View Slide

75. 76
    σʔλ͸1ߦ͕1ճ౴ʹͳ͍ͬͯΔɻ
    Կճ໨ͷ։࠵͔ ސ٬ID
    ճ౴೔ NPSͷ࣭໰ʹର͢Δճ౴
    

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76. 77
    σʔλϑϨʔϜͷϓϥεϘλϯ( + )͔ΒσʔλɾΧλϩάΛબͿɻ
    

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77. αʔνϘοΫεʹNPS Ξϯέʔτ 3݄ͱೖྗͯ͠ݕࡧ͢Δɻ
    78
    

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78. σʔλͷ৘ใΛݟ͍ͨ৔߹͸։͘ϘλϯΛΫϦοΫ͢Δɻ
    79
    

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79. ΠϯϙʔτϘλϯΛΫϦοΫͯ͠σʔλΛΠϯϙʔτ͢Δɻ
    80
    

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80. อଘΛΫϦοΫ͢Δɻ
    81
    

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81. 82
    σʔλΛΠϯϙʔτ͢Δ͜ͱ͕Ͱ͖ͨɻ
    

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82. 83
    NPSͷूܭμογϡϘʔυͷ࡞੒εςοϓ
    Ξϯέʔτσʔλ
    στϥΫλʔͱϓϩϞʔ
    λʔͷׂ߹ͷՄࢹԽ
    ճ౴ͷ෼෍ͷՄࢹԽ
    μογϡϘʔυ࡞੒
    NPSͷܭࢉͱՄࢹԽ
    

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83. 84
    NPSͷूܭμογϡϘʔυͷ࡞੒εςοϓ
    Ξϯέʔτσʔλ
    στϥΫλʔͱϓϩϞʔ
    λʔͷׂ߹ͷՄࢹԽ
    ճ౴ͷ෼෍ͷՄࢹԽ
    μογϡϘʔυ࡞੒
    NPSͷܭࢉͱՄࢹԽ
    

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84. νϟʔτɾϏϡʔʹҠಈ͠ɺλΠϓʹόʔΛબ୒͠ɺX࣠ʹscoreΛબ
    ୒͢Δɻ
    85
    

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85. 86
    εέʔϧʹ਺஋Λબ୒͢Δɻ
    

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86. 87
    είΞͷ෼෍ΛՄࢹԽͰ͖ͨɻ
    

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87. ϓϩϞʔλʔʢਪ঑ऀʣͱστϥΫλʔʢඇਪ঑ऀʣͰ৭෼͚ͯ͠ɺ
    ֤άϧʔϓͷେ·͔ͳׂ߹Λ௚ײతʹཧղ͍ͨ͠ɻ
    88
    

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88. 89
    ৭ʢάϧʔϓԽʣʹscoreΛબ୒͢Δɻ
    

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89. 90
    ౳෯ΛΫϦοΫͯ͠ɺΧςΰϦʔͷઃఆΛมߋ͢Δɻ
    

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90. 91
    λΠϓʹखಈΛબ୒͠ɺ۠੾Γ஋ʹ”6, 8”ͱೖྗ͢Δɻ
    

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91. 92
    6ͱ8Λ۠੾Γ஋ʹઃఆ͢Δ͜ͱͰɺ3ͭͷάϧʔϓ͕࡞੒͞ΕΔɻ
    άϧʔϓ1 άϧʔϓ2 άϧʔϓ3
    

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92. 93
    ϥϕϧʹ”στϥΫλʔ, ύογϒ, ϓϩʔϞʔλʔ”ͱλΠϓ͠ద༻͢Δɻ
    

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93. 94
    είΞ͝ͱʹάϧʔϓʹ෼͚Δ͜ͱ͕Ͱ͖ͨɻ
    

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94. 95
    ৭ͷઃఆΛมߋ͢Δɻ
    

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95. 96
    ࠓճ͸palette 18Λબ୒͠ɺద༻͢Δɻ
    

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96. ௚ײతʹ֤ճ౴ͷάϧʔϓΛཧղͰ͖ΔΑ͏ʹͳΓɺστϥΫλʔ͕
    Ұఆ਺͍Δ͜ͱ͕෼͔ΔɻϫʔϧυΫϥεʹ͸ಧ͔ͳͦ͏ͩɻ
    97
    

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97. 98
    NPSͷूܭμογϡϘʔυͷ࡞੒εςοϓ
    Ξϯέʔτσʔλ
    στϥΫλʔͱϓϩϞʔ
    λʔͷׂ߹ͷՄࢹԽ
    ճ౴ͷ෼෍ͷՄࢹԽ
    μογϡϘʔυ࡞੒
    NPSͷܭࢉͱՄࢹԽ
    

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98. ݩͷσʔλʹ͸ϓϩϞʔλʔ͔Ͳ͏͔΍ɺστϥΫλʔ͔Ͳ͏͔Λ൑
    ผ͢Δྻ͕ͳ͍ͷͰ࡞੒͢Δඞཁ͕͋Δɻ
    99
    ʁ
    

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99. ςʔϒϧɾϏϡʔʹҠಈ͠ɺscoreͷྻϔομʔϝχϡʔ͔Β
    ܭࢉΛ࡞੒ʢMutateʣΛબ୒͢Δɻ
    100
    

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100. ϓϩϞʔλʔ͸9Ҏ্ͷείΞΛ͚ͭͨճ౴ͱͳΔͷͰɺܭࢉΤσΟ
     λʹ”score >= 9”ͱλΠϓ͢Δɻ
     101
     

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101. 102
     ྻ໊Λ”is_promoter”ʹมߋ͠ɺ࣮ߦ͢Δɻ
     

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102. 103
     ϓϩϞʔλʔ͔Ͳ͏͔Λ൑ผ͢Δྻ͕࡞੒Ͱ͖ͨɻ
     

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103. ଓ͍ͯɺστϥΫλʔ͔Ͳ͏͔൑ผ͢ΔྻΛ࡞੒͢ΔͨΊʹɺscore
     ͷྻϔομʔϝχϡʔ͔ΒܭࢉΛ࡞੒ʢMutateʣΛબ୒͢Δɻ
     104
     

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104. στϥΫλʔ͸7ΑΓখ͍͞είΞΛ͚ͭͨճ౴ͱͳΔͷͰɺܭࢉΤ
     σΟλʹ”score <= 6”ͱλΠϓ͢Δɻ
     105
     

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105. 106
     ྻ໊Λ”is_detractor”ʹมߋ͠ɺ࣮ߦ͢Δɻ
     

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106. 107
     στϥΫλʔ͔Ͳ͏͔Λ൑ผ͢Δྻ͕࡞੒Ͱ͖ͨɻ
     

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107. νϟʔτɾϏϡʔʹҠಈ͠ɺ৽نνϟʔτΛ௥ՃϘλϯΛΫϦοΫ͠
     ͯλΠϓʹφϯόʔΛબ୒͢Δɻ
     108
     

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108. 109
     ஋ʹɺ”is_promoter”Λબ୒͠ɺूܭؔ਺ʹTRUEͷׂ߹(%)Λબ୒͢Δɻ
     

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109. 110
     ϓϩϞʔλʔͷׂ߹͕ूܭͰ͖ͨɻ
     

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110. 111
     νϟʔτϝχϡʔΛΫϦοΫͯ͠ɺ໊લͷมߋ/ίϝϯτΛબ୒͢Δɻ
     

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111. 112
     νϟʔτͷ໊લΛPromoterʹมߋ͢Δɻ
     

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112. ϓϩϞʔλʔͷφϯόʔνϟʔτ͕࡞੒Ͱ͖ͨͷͰɺଓ͍ͯɺστϥ
     ΫλʔͷφϯόʔνϟʔτΛ࡞੒͢Δɻ
     113
     

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113. λΠϓʹφϯόʔΛબ୒ࢶɺ஋ʹ”is_detractor”Λબ୒͠ɺूܭؔ਺
     ʹTRUEͷׂ߹(%)Λબ୒͢Δɻ
     114
     

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114. 115
     στϥΫλʔͷׂ߹͕ूܭͰ͖ͨɻ
     

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115. 116
     νϟʔτϝχϡʔΛΫϦοΫͯ͠ɺ໊લͷมߋ/ίϝϯτΛબ୒͢Δɻ
     

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116. 117
     νϟʔτͷ໊લΛDetractorʹมߋ͢Δɻ
     

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117. 118
     στϥΫλʔͷφϯόʔνϟʔτ΋࡞੒Ͱ͖ͨɻ
     

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118. 119
     NPSͷूܭμογϡϘʔυͷ࡞੒εςοϓ
     Ξϯέʔτσʔλ
     στϥΫλʔͱϓϩϞʔ
     λʔͷׂ߹ͷՄࢹԽ
     ճ౴ͷ෼෍ͷՄࢹԽ
     μογϡϘʔυ࡞੒
     NPSͷܭࢉͱՄࢹԽ
     

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119. ͨͩNPSΛ஌Γ͍ͨͷͰ͋Ε͹ɺαϚϦɾϏϡʔʹूܭ৘ใ͕͋ΔͷͰɺ
     ϓϩϞʔλʔͷׂ߹͔ΒστϥΫλʔͷׂ߹ΛҾ͚͹ܭࢉ͕Ͱ͖Δɻ
     120
     

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120. ࠓճ͸NPSΛܭࢉͯ͠ՄࢹԽ͍ͨ͠ͷͰɺ࣮ࡍʹExploratoryͷதͰ
     ϓϩϞʔλʔͷׂ߹ͱστϥΫλʔͷׂ߹Λूܭ͢Δɻ
     121
     

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121. Ͳͷྻ͔ΒͰ΋͍͍ͷͰɺྻϔομʔϝχϡʔ͔Β
     ूܭʢSummarizeʣΛબ୒͢Δɻ
     122
     

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122. 123
     ࠓճ͸άϧʔϓԽ͸ෆཁͳͷͰɺ(None)Λબ୒͢Δɻ
     

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123. 124
     ஋ʹ”is_promoter”Λબ୒͠ɺूܭؔ਺ʹTRUEͷׂ߹(%)Λબ୒͢Δɻ
     

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124. 125
     ϓϩϞʔλʔͷׂ߹͕ूܭͰ͖ͨɻ
     

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125. ଓ͍ͯɺ஋ʹ”is_detractor”Λબ୒͠ɺूܭؔ਺ʹTRUEͷׂ߹(%)Λ
     બ୒͢Δɻ
     126
     

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126. 127
     ϓϩϞʔλʔͷׂ߹͕ूܭͰ͖͍ͯΔ͜ͱΛ֬ೝ͠ɺ࣮ߦ͢Δɻ
     

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127. 128
     ϓϩϞʔλʔͱστϥΫλʔͷׂ߹͕ूܭͰ͖ͨɻ
     

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128. 129
     ྻ໊ΛมߋΛબ୒͢Δɻ
     

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129. 130
     promoterͱdetractorʹྻ໊Λมߋ࣮͠ߦ͢Δɻ
     

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130. 131
     promoterͱdetractorʹྻ໊͕มߋͰ͖ͨɻ
     

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131. NPSΛܭࢉ͢ΔͨΊʹɺpromoterͷྻϔομʔϝχϡʔ͔ΒܭࢉΛ࡞
     ੒ʢMutateʣΛબ୒͢Δɻ
     132
     

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132. ܭࢉΤσΟλʹ”promoter - detractor”ͱλΠϓ͠ɺྻ໊ΛNPSʹม
     ߋ࣮͠ߦ͢Δɻ
     133
     

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133. NPSͷܭࢉ͕Ͱ͖͕ͨɺখ਺ͷ··ʹͳ͍ͬͯΔͷͰɺ100Λ͔͚
     ͯɺύʔηϯτʹ୯ҐΛἧ͑Δɻ
     134
     

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134. 135
     NPSͷܭࢉεςοϓͷτʔΫϯΛΫϦοΫ͢Δɻ
     

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135. ܭࢉΤσΟλ͕։͘ͷͰɺ”(promoter - detractor) * 100”ͱλΠϓ͠
     ͯɺ࣮ߦ͢Δɻ
     136
     

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136. 137
     NPS͕ܭࢉͰ͖ͨɻ
     

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137. νϟʔτϏϡʔʹҠಈ͠ɺ৽نνϟʔτΛ௥ՃϘλϯΛΫϦοΫͯ͠
     λΠϓʹφϯόʔΛબ୒͢Δɻ
     138
     

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138. 139
     λΠϓʹφϯόʔΛબ୒͠ɺ஋ʹ”NPS”Λબ୒͢Δɻ
     

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139. 140
     NPSͷφϯόʔɾνϟʔτ͕ूܭͰ͖ͨɻ
     

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140. 141
     νϟʔτϝχϡʔΛΫϦοΫͯ͠ɺ໊લͷมߋ/ίϝϯτΛબ୒͢Δɻ
     

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141. 142
     νϟʔτͷ໊લΛNPSʹมߋ͢Δɻ
     

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142. 143
     NPSͷφϯόʔνϟʔτ΋࡞੒Ͱ͖ͨɻ
     

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143. 144
     NPSͷूܭμογϡϘʔυͷ࡞੒εςοϓ
     Ξϯέʔτσʔλ
     στϥΫλʔͱϓϩϞʔ
     λʔͷׂ߹ͷՄࢹԽ
     ճ౴ͷ෼෍ͷՄࢹԽ
     μογϡϘʔυ࡞੒
     NPSͷܭࢉͱՄࢹԽ
     

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144. 145
     Ϩϙʔτͷྡͷ+ϘλϯΛΫϦοΫ͠ɺμογϡϘʔυΛ࡞੒͢Δɻ
     

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145. 146
     μογϡϘʔυͷ໊শΛ”NPSμογϡϘʔυ”ʹมߋ͠࡞੒͢Δɻ
     

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146. 147
     νϟʔτ·ͨ͸ΞφϦςΟΫεΛ௥ՃΛબ୒͢Δɻ
     

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147. 148
     NPSͷφϯόʔνϟʔτΛબ୒͠ɺOKϘλϯΛΫϦοΫ͢Δɻ
     

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148. 149
     NPSͷνϟʔτ͕௥ՃͰ͖ͨɻ
     

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149. ଓ͍ͯϓϩϞʔλʔͱστϥΫλʔͷׂ߹Λ௥Ճ͢Δɻνϟʔτͷ௥
     ՃΞΠίϯΛΫϦοΫͯ͠ɺφϯόʔνϟʔτΛ௥Ճ͢Δɻ
     150
     

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150. 151
     ଞͷνϟʔτΛ௥ՃͰ͖ͨΒɺ࣮ߦϘλϯΛΫϦοΫ͢Δɻ
     

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151. 152
     ࠷ޙʹείΞͷ෼෍νϟʔτΛ௥Ճͯ͠ɺOKϘλϯΛΫϦοΫ͢Δɻ
     

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152. 153
     νϟʔτ͕௥ՃͰ͖ͨΒɺ࣮ߦϘλϯΛΫϦοΫ͢Δɻ
     

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153. 154
     NPSμογϡϘʔυ͕࡞੒Ͱ͖ͨɻ
     

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154. 155
     NPSͷαʔϕΠ͸1ճ࣮ࢪͯ͠ऴΘΓͱ͍͏͜ͱ͸ͳ
     ͘ɺ܁Γฦ࣮͠ࢪ͢Δ͜ͱʹͳΔɻ
     ͢Δͱଟ͘ͷ৔߹ɺ৽͍͠ηϛφʔΛ։࠵͢Δͨͼ
     ʹ৽͍͠σʔλ͕ੜ·ΕΔɻ
     

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155. 156
     ৽͍͠ճ౴͕ೖ͖ͬͯͨͱ͖ʹɺͦͷ౎౓ɺखΛಈ
     ͔ͯ͠ܭࢉɾՄࢹԽ͍ͯͯ͠͸ޮ཰͕ѱ͍ɻ
     ৽͍͠σʔλΛϚʔδͯ͠ɺܭࢉ΍ՄࢹԽΛࣗಈԽ
     ͢Δ͜ͱ͕Ͱ͖Δɻ
     

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156. 157
     ϚʔδʢߦΛ௥Ճ͢Δ/Unionʣ
     ճ਺ ໊લ είΞ
     1 ాத 6
     1 ླ໦ 7
     ճ਺ ໊લ είΞ
     2 ߴڮ 10
     2 ࢁా 9
     ճ਺ ໊લ είΞ
     1 ాத 6
     1 ླ໦ 7
     2 ߴڮ 10
     2 ࢁా 9
     1ճ໨ͷճ౴ 2ճ໨ͷճ౴
     

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157. σʔλͷՃ޻ɾ੔ܗɺܭࢉͳͲͷεςοϓͷલʹϚʔδͷεςοϓΛ
     ௥Ճ͢Δɻ
     158
     

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158. ࠷ޙͷεςοϓʹҠಈ͢ΔͱɺϚʔδͨ͠ޙͷεςοϓͷॲཧ͕શͯ
     ࣗಈ࣮ߦ͞ΕΔɻ
     159
     

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159. ࠷ޙͷεςοϓʹҠಈ͢ΔͱɺϚʔδͨ͠ޙͷεςοϓͷॲཧ͕શͯ
     ࣗಈ࣮ߦ͞ΕΔͨΊɺ౎౓ܭࢉ͢Δඞཁ͸ͳ͘ͳΔɻ
     160
     

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160. 161
     νϟʔτͷ಺༰΋ߋ৽͞ΕΔɻ
     

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161. 162
     ৽͍͠ΞϯέʔτσʔλΛϚʔδ͢Δɻ
     

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162. 163
     • NPS Ξϯέʔτ 2020೥4݄
     • NPS Ξϯέʔτ 2020೥5݄
     • NPS Ξϯέʔτ 2020೥6݄
     • NPS Ξϯέʔτ 2020೥7݄
     • NPS Ξϯέʔτ 2020೥8݄
     

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163. σʔλͷܗࣜ͸มΘΒͳ͍͕ɺ֤݄ʹσʔλ͕෼͔Εͨɺ5ϲ݄෼ͷ
     Ξϯέʔτ݁ՌͱͳΔɻ
     164
     Կճ໨ͷ։࠵͔ ސ٬ID
     ճ౴೔ NPSͷ࣭໰ʹର͢Δճ౴
     

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164. 165
     σʔλϑϨʔϜͷϓϥεϘλϯ( + )͔ΒσʔλɾΧλϩάΛબͿɻ
     

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165. αʔνϘοΫεʹNPS Ξϯέʔτ 2020೥4݄ͱೖྗͯ͠ݕࡧ͢Δɻ
     166
     

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166. σʔλͷ৘ใΛݟ͍ͨ৔߹͸։͘ϘλϯΛΫϦοΫ͢Δɻ
     167
     

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167. ΠϯϙʔτϘλϯΛΫϦοΫͯ͠σʔλΛΠϯϙʔτ͢Δɻ
     168
     

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168. อଘΛΫϦοΫ͢Δɻ
     169
     

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169. 170
     σʔλΛΠϯϙʔτ͢Δ͜ͱ͕Ͱ͖ͨɻ
     

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170. 171
     ಉ͡ཁྖͰɺ4݄͔Β8݄·ͰσʔλΛΠϯϙʔτ͢Δɻ
     

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171. 172
     ઌఔNPSΛܭࢉͨ͠σʔλϑϨʔϜͷܭࢉͷεςοϓΛར༻͍ͨ͠ɻ
     

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172. σʔλΛΠϯϙʔτͨ͠εςοϓΛબ୒ͯ͠ɺNPSΛܭࢉ͢Δεςο
     ϓͷલʹσʔλΛϚʔδ͢Δɻ
     173
     

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173. ΦϖϨʔγϣϯͷछྨ͔ΒશͯͷߦΛ݁߹Λબ୒͠ɺσʔλϑϨʔϜ
     ʹ4݄͔Β8݄·ͰͷσʔλΛબ୒͠ɺ࣮ߦ͢Δɻ
     174
     

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174. 2൪໨ͷεςοϓʹϚʔδͷεςοϓ͕௥Ճ͞Εɺ5ϲ݄෼ͷ৽͍͠
     σʔλΛ1ͭͷσʔλϑϨʔϜʹ·ͱΊΔ͜ͱ͕Ͱ͖ͨɻ
     175
     

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175. 176
     ςʔϒϧɾϏϡʔʹҠಈͯ͠ɺ࠷৽ͷεςοϓʹҠಈ͢Δɻ
     

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176. ͢Δͱɺ1ߦ෼ͷσʔλ͔֬͠ೝͰ͖ͣɺ֤ճ͝ͱͷNPS͕ܭࢉͰ͖
     ͍ͯͳ͍͜ͱ͕෼͔Δɻ
     177
     

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177. ֤ճ͝ͱͷNPSΛूܭ͢ΔͨΊʹɺϓϩϞʔλʔͱστϥΫλʔͷ
     ूܭεςοϓʹ໭ΓɺτʔΫϯΛΫϦοΫ͢Δɻ
     178
     

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178. 179
     άϧʔϓԽʹճ਺Λબ୒࣮͠ߦ͢Δɻ
     

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179. 180
     ηϛφʔ͝ͱͷϓϩϞʔλʔͱστϥΫλʔͷׂ߹͕ूܭͰ͖ͨɻ
     

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180. NPSΛܭࢉͨ͠εςοϓͨ͠εςοϓʹ໭Δͱɺ֤ηϛφʔ͝ͱͷ
     NPS͕ूܭͰ͖͍ͯΔ͜ͱ͕֬ೝͰ͖Δɻ
     181
     

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181. νϟʔτϏϡʔʹҠಈ͠λΠϓʹόʔɺX࣠ʹճ਺_numɺ
     Y࣠ʹNPSΛબ୒͢Δɻ
     182
     

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182. 183
     ࣌ܥྻ͝ͱͷNPSͷਪҠ͕ՄࢹԽͰ͖ͨɻ
     

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183. NPSͷείΞ͕վળ͓ͯ͠ΓɺϓϩμΫτ΍αʔϏε͕վળͰ͖͍ͯ
     Δߟ͑Δ͜ͱ͕Ͱ͖Δɻ
     184
     

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184. ઌఔ࡞੒ͨ͠NPSͷφϯόʔɾνϟʔτΛ֬ೝ͢ΔͱɺNPS͕300ʹ
     ͳ͓ͬͯΓɺ͓͔͍͜͠ͱ͕෼͔Δɻ
     185
     

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185. ςʔϒϧɾϏϡʔʹҠಈͯ͠ΈΔͱɺ֤ճͷNPSͷ߹ܭ஋͕ՄࢹԽ͞
     Ε͍ͯͨ͜ͱ͕෼͔Δɻ
     186
     

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186. NPSͷφϯόʔɾνϟʔτͷνϟʔτɾλϒʹ໭ΓɺνϟʔτϨϕ
     ϧɾϑΟϧλͷ௥ՃϘλϯΛΫϦοΫ͢Δɻ
     187
     

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187. 188
     ྻʹ”ճ਺_num”ɺԋࢉࢠʹ”౳͍͠”બ୒͢Δɻ
     

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188. ࠷৽ճͷNPSͷείΞʹϑΟϧλ͢Δ͜ͱ͕Ͱ͖ͨɻ͜ΕͰɺ৽͍͠
     σʔλ͕Ϛʔδ͞Εͯ΋ৗʹ࠷৽ճͷNPS͕ࣗಈతʹදࣔ͞ΕΔɻ
     189
     

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189. είΞ෼෍ɺϓϩϞʔλʔͷׂ߹ɺστϥΫλʔͷׂ߹ɺશͯͷ
     νϟʔτͰಉ͡Α͏ʹνϟʔτɾϨϕϧɾϑΟϧλΛ௥Ճ͢Δɻ
     190
     

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190. NPS͕ߴ͘ͳ͓ͬͯΓɺαʔϏε΍ϓϩμΫτ͕վળ͍ͯ͠Δͱߟ͑
     Δ͜ͱ͕Ͱ͖Δɻ
     191
     

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191. 192
     ઌఔ࡞੒ͨ͠NPSμογϡϘʔυʹ໭Δɻ
     

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192. 193
     ઌఔ࡞੒͍ͨ࣌͠ܥྻͷNPSͷਪҠͷνϟʔτΛ௥Ճ͢Δɻ
     

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193. 194
     ઌఔ࡞੒͍ͨ࣌͠ܥྻͷNPSͷਪҠͷνϟʔτΛ௥Ճ͢Δɻ
     

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194. 195
     ࣌ܥྻͷਪҠͷνϟʔτ͕௥ՃͰ͖ͨɻ
     

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195. NPSͷείΞ͕վળ͓ͯ͠Γɺ௚ۙ͸ϓϩϞʔλʔͷׂ߹͕ߴ͍͜ͱ
     ͕෼͔Δɻ
     196
     

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196. 197
     ·ͱΊ
     1. ΑΓద੾ʹαʔϏεɾϓϩμΫτʹର͢Δຬ଍౓΍ϩΠϠϦςΟΛଌΔࢦඪͱ͠
     ͯNPSʢωοτɾϓϩϞʔλʔɾείΞʣͱ͍͏ࢦඪ͕͋Δɻ
     2. NPSͰ͸ʮࣗࣾͷϓϩμΫτ΍αʔϏεΛଞͷਓͲΕ͚ͩਪન͍ͨ͠ͱࢥ͏͔ʯ
     ͱ͍͏࣭໰ʹରͯ͠0͔Β10ͷؒͰείΞΛ͚ͭͯ΋Β͏ɻ
     3. 9Ҏ্ͷείΞΛ͚ͭͨϓϩϞʔλʔͷʢਪ঑ऀʣׂ߹͔Β6ҎԼͷείΞΛ͚ͭ
     ͨστϥΫλʔʢඇਪ঑ऀʣͷׂ߹ΛҾ͍ͨ΋ͷ͕NPSͱͳΔɻ
     4. NPSʹ͸ʮޱίϛͷੜ·Ε΍͢͞ͷࢦඪʯɺʮνϟʔϯ/Ϧςϯγϣϯͷઌߦࢦ
     ඪʯɺʮωοτɾϨϕχϡʔɾϦςϯγϣϯͷઌߦࢦඪʯɺʮϓϩμΫτվળͷ
     ͨΊͷࢦඪʯͱෳ਺ͷػೳΛ΋ͭࢦඪͱͯ͠ͷϕωϑΟοτ͕͋Δɻ
     

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197. 198
     ͪͳΈʹɻɻ
     

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198. NPSͷΞϯέʔτ͸GoogleϑΥʔϜΛར༻͢Δ͜ͱͰ͙͢ʹ࢝ΊΔ͜
     ͱ͕Ͱ͖Δɻ
     199
     

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199. ExploratoryͰ͸ɺGoogleϑΥʔϜͷσʔλΛGoogle Sheetsܦ༝Ͱऔ
     ಘ͢Δ͜ͱ͕ՄೳͳͷͰճ౴ͷऩूɺूܭɺՄࢹԽͷࣗಈԽ͕Մೳʂ
     200
     

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200. 201
     ৄ͘͠͸ɺHow ToʢνϡʔτϦΞϧʣΛ͝ࢀߟ͍ͩ͘͞ɻ
     

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201. 202
     Google SheetsͷηΫγϣϯΛΫϦοΫʂ
     

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202. ࣍ճηϛφʔ
     

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203. 204
     EXPLORATORY
     SaaS ΞφϦςΟΫε ϫʔΫγϣοϓ #10
     ࣗ༝هड़ͷςΩετ෼ੳ
     

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204. 205
     • ୈ1ճɿ SaaSͷ࠷ॏཁKPI ͱͦͷՄࢹԽ Part 1
     • ୈ2ճɿ SaaSͷ࠷ॏཁKPI ͱͦͷՄࢹԽ Part 2
     • ୈ3ճɿ Τϯήʔδϝϯτ Part 1 - DAU/MAU
     • ୈ4ճɿΤϯήʔδϝϯτ Part 2 - ύϫʔϢʔβʔɾΧʔϒ
     • ୈ5ճɿ Τϯήʔδϝϯτ Part 3 -RFV෼ੳ
     • ୈ6ճɿίϗʔτ෼ੳ Part 1 - ϨΠϠʔέʔΩɾνϟʔτ
     • ୈ7ճɿ ίϗʔτ෼ੳ Part 2 - ੜଘۂઢ
     • ୈ8ճɿCLVʢސ٬ੜ֔Ձ஋ʣͷܭࢉ
     • ୈ9ճɿ NPSʢωοτɾϓϩϞʔλʔɾείΞʣͷܭࢉ
     • ୈ10ճɿࣗ༝هड़ͷςΩετ෼ੳ
     SaaS ΞφϦςΟΫε
     

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205. 206
     NPSͷΞϯέʔτΛऔΔͱ͖ʹࣗ༝هड़ͷΞϯέʔτΛऔΔ͜ͱ͕͋Δɻ
     

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206. ͨͩճ౴ΛಡΜͰ಺༰Λཧղ͢Δ͚ͩͰͳ͘ɺ͜͏͍ͬͨΞϯέʔτ
     ͷճ౴ΛఆྔతʹਂງΓ͍͖͍ͯͨ͜͠ͱ͕͋Δɻ
     207
     

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207. 208
     ࣗ༝هड़ͷΞϯέʔτͷճ౴Λ୯ޠʹ෼͚ͯɺΑ͘࢖ΘΕΔ୯ޠ΍ͦ
     ͷ૊Έ߹ΘͤΛूܭɾՄࢹԽͯͯ͠͠ɺϓϩμΫτ΍αʔϏεͷվળ
     ʹ໾ཱ͍ͯͯ͘ํ๏͕͋Δɻ
     

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208. View Slide

209. View Slide

210. View Slide

211. View Slide

212. ݄̕ΦϯϥΠϯ։࠵ʂ
     ฏ೔൛: 9݄29(Ր), 30೔(ਫ), 10݄1೔(໦)
     

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213. • ϏδωεͰ࢖͑Δࢥߟྗͷҭ੒
     σʔλαΠΤϯεͷεΩϧशಘ͚ͩͰͳ͘ɺσʔλΛ࢖ͬͨΑΓΑ͍ҙࢥܾఆΛߦ͏ͨ
     Ίʹඞཁͳ౷ܭతɾ֬཰తࢥߟྗ΋शಘͰ͖Δɻ
     
     • ݱ৔Ͱ࢖͑ΔεΩϧͷशಘ
     ڭࣨͷத͚ͩͰ௨༻͢Δཧ࿦ΑΓ΋ɺ࣮ࡍͷϏδωεͷݱ৔Ͱͷ໰୊Λղܾ͢ΔͨΊʹ
     ࢖͑ΔεΩϧͷशಘʹॏ৺Λ͓͍ͨτϨʔχϯάɻ
     
     • ϓϩάϥϛϯάͳ͠
     RݴޠͷUIͰ͋ΔExploratoryΛ෼ੳπʔϧͱͯ͠࢖༻͢ΔͨΊɺࢥߟྗͱσʔλαΠΤϯ
     εͷख๏ͷशಘʹ100ˋूதͰ͖Δɻ
     ಛ௃
     

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214. View Slide

215. EDA Salon
     ୳ࡧతσʔλ෼ੳΛΈΜͳͰֶͿ৔
     

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216. 217
     ΞϝϦΧͷେ౷ྖબͷੈ࿦ௐࠪσʔλ
     

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217. 218
     σʔλͷ֓ཁ
     

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218. 219
     τϥϯϓࢯ·ͨ͸όΠσϯࢯͷͲͪΒ͕উ͔ͭ
     ༧ଌͯ͠Έ͍ͯͩ͘͞ʂ
     

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219. View Slide

220. View Slide

221. Q & A
     

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222. Q & A
     

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223. EXPLORATORY
     

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