{
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    "date": "2015-09-15T17:16:48",
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    "slug": "five-tips-for-a-successful-customer-satisfaction-survey",
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    "link": "http:\/\/www.surveyrock.com\/blog\/cs\/pet-tipu-pro-uspesny-pruzkum-spokojenosti-zakazniku\/",
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        "rendered": "P\u011bt tip\u016f pro \u00fasp\u011b\u0161n\u00fd pr\u016fzkum spokojenosti z\u00e1kazn\u00edk\u016f"
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        "rendered": "<p class=\"wp-block-paragraph\">\"Prove\u010fte pr\u016fzkum mezi sv\u00fdmi st\u00e1vaj\u00edc\u00edmi klienty\" je \u010dast\u00fdm doporu\u010den\u00edm, jak pomoci sv\u00e9mu podnik\u00e1n\u00ed r\u016fst. My ve spole\u010dnosti SurveyRock v\u00edme, jak d\u016fle\u017eit\u00fd je pr\u016fzkum spokojenosti va\u0161ich z\u00e1kazn\u00edk\u016f pro v\u00e1\u0161 \u00fasp\u011bch, a chceme, aby v\u00e1m pr\u016fzkumy spokojenosti z\u00e1kazn\u00edk\u016f pomohly z\u00edskat u\u017eite\u010dn\u00e9 poznatky, kter\u00e9 m\u016f\u017eete skute\u010dn\u011b vyu\u017e\u00edt.<\/p>\n\n\n\n<!--more-->\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2015\/06\/Customer_Satisfaction_Survey.jpg\" alt=\"Pr\u016fzkum spokojenosti z\u00e1kazn\u00edk\u016f\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Eliminujte dohady a dodr\u017eujte t\u011bchto p\u011bt z\u00e1sad tvorby pr\u016fzkumu mezi z\u00e1kazn\u00edky:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">1. <strong>Na za\u010d\u00e1tku pr\u016fzkumu se zeptejte na celkovou spokojenost.<\/strong> To v\u00e1m umo\u017en\u00ed zm\u011bnit celkov\u00fd dojem z\u00e1kazn\u00edk\u016f z va\u0161\u00ed spole\u010dnosti, produktu nebo slu\u017eby d\u0159\u00edve, ne\u017e za\u010dnou p\u0159em\u00fd\u0161let o konkr\u00e9tn\u00edch aspektech t\u011bchto vztah\u016f. Na\u0161e str\u00e1nky <a href=\"https:\/\/www.surveyrock.com\/template\/sample-net-promoter-score-nps-survey-template-13509\" target=\"_blank\" rel=\"noreferrer noopener\">Ot\u00e1zka Net Promoter Score (NPS)<\/a> a \u0161ablona jsou zde ide\u00e1ln\u00ed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. <strong>Pou\u017eijte p\u011btibodovou stupnici spokojenosti.<\/strong> Stupnice ot\u00e1zek by m\u011bly m\u00edt popisn\u00e9 \u0161t\u00edtky spojen\u00e9 s \u010d\u00edsly a horn\u00ed hranice stupnice by m\u011bla znamenat, \u017ee z\u00e1kazn\u00edci jsou skute\u010dn\u011b \"ohromeni\".<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. <strong>Bu\u010fte d\u016fsledn\u00ed ve formulaci ot\u00e1zek.<\/strong> Ve v\u00fdzkumu spokojenosti z\u00e1kazn\u00edk\u016f je rozhoduj\u00edc\u00ed konzistence. \u0160k\u00e1ly ot\u00e1zek by m\u011bly b\u00fdt konzistentn\u00ed v r\u00e1mci konkr\u00e9tn\u00edho dotazn\u00edku i v \u010dase. Kl\u00ed\u010dov\u00e1 m\u011b\u0159\u00edtka spokojenosti z\u00e1kazn\u00edk\u016f, v\u010detn\u011b ot\u00e1zky na celkovou spokojenost a ot\u00e1zky na konkr\u00e9tn\u00ed aspekty vztahu, by m\u011bla pou\u017e\u00edvat stejnou stupnici.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">4. <strong>Pr\u016fzkum mus\u00ed b\u00fdt kr\u00e1tk\u00fd a zam\u011b\u0159en\u00fd.<\/strong> Soust\u0159e\u010fte se na to, abyste z\u00edskali p\u0159ehled o vztahu sv\u00fdch z\u00e1kazn\u00edk\u016f k v\u00e1m. Vyhn\u011bte se poku\u0161en\u00ed pt\u00e1t se na v\u0161e, co jste kdy cht\u011bli v\u011bd\u011bt. \u010c\u00edm v\u00edce t\u00e9mat se budete sna\u017eit obs\u00e1hnout, t\u00edm v\u011bt\u0161\u00ed je pravd\u011bpodobnost, \u017ee odpov\u00ed od pr\u016fzkumu upust\u00ed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">5. <strong>Polo\u017ete demografick\u00e9 nebo \"firmografick\u00e9\" ot\u00e1zky.<\/strong> Dotazov\u00e1n\u00ed na demografick\u00e9 nebo firemn\u00ed \u00fadaje (typ a velikost spole\u010dnosti nebo odv\u011btv\u00ed) v\u00e1m umo\u017en\u00ed analyzovat \u00fadaje podle r\u016fzn\u00fdch podskupin - nap\u0159\u00edklad nov\u00fdch z\u00e1kazn\u00edk\u016f nebo region\u00e1ln\u00edch z\u00e1kazn\u00edk\u016f. Zva\u017ete hypot\u00e9zy o profilech z\u00e1kazn\u00edk\u016f, kter\u00e9 mohou ovliv\u0148ovat spokojenost, a zahr\u0148te ot\u00e1zky, kter\u00e9 tyto \u00fadaje zachycuj\u00ed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nezapome\u0148te, \u017ee spokojenost va\u0161ich z\u00e1kazn\u00edk\u016f p\u0159\u00edmo souvis\u00ed se ziskovost\u00ed - spokojen\u00ed z\u00e1kazn\u00edci nakupuj\u00ed v\u00edce a doporu\u010duj\u00ed dal\u0161\u00ed z\u00e1kazn\u00edky.<\/p>\n\n\n\n<p class=\"has-cyan-bluish-gray-color has-text-color has-small-font-size wp-block-paragraph\"><br><br>Net Promoter\u00ae a NPS\u00ae jsou registrovan\u00e9 ochrann\u00e9 zn\u00e1mky spole\u010dnost\u00ed Satmetrix Systems, Inc., Bain &amp; Company a Fred Reichheld.<\/p>",
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