{ "id": 502, "date": "2015-09-15T17:16:48", "date_gmt": "2015-09-15T15:16:48", "guid": { "rendered": "http:\/\/www.surveyrock.com\/blog\/?p=502" }, "modified": "2020-10-19T17:39:44", "modified_gmt": "2020-10-19T15:39:44", "slug": "five-tips-for-a-successful-customer-satisfaction-survey", "status": "publish", "type": "post", "link": "http:\/\/www.surveyrock.com\/blog\/es\/cinco-consejos-para-una-encuesta-de-satisfaccion-del-cliente-que-tiene-exito\/", "title": { "rendered": "Cinco consejos para que la encuesta de satisfacci\u00f3n del cliente sea un \u00e9xito" }, "content": { "rendered": "

\"Encuesta a tus clientes actuales\" es una sugerencia com\u00fan para ayudar a que tu negocio crezca. En SurveyRock sabemos lo importante que es encuestar a sus clientes para su \u00e9xito y queremos que sus encuestas de satisfacci\u00f3n de clientes le ayuden a obtener informaci\u00f3n procesable que realmente pueda utilizar.<\/p>\n\n\n\n\n\n\n\n

\"Encuesta_de_satisfacci\u00f3n_del_cliente\"\/<\/figure><\/div>\n\n\n\n

Elimine las conjeturas y siga estos cinco principios de dise\u00f1o de encuestas a clientes:<\/p>\n\n\n\n

1. Pregunte por la satisfacci\u00f3n general al principio de la encuesta.<\/strong> Esto le permitir\u00e1 medir las impresiones generales de los clientes sobre su empresa, producto o servicio antes de que empiecen a pensar en aspectos espec\u00edficos de esas relaciones. Nuestro Pregunta sobre el Net Promoter Score (NPS)<\/a> y la plantilla son ideales aqu\u00ed.<\/p>\n\n\n\n

2. Utilice una escala de satisfacci\u00f3n de 5 puntos.<\/strong> Las escalas de preguntas deben tener etiquetas descriptivas asociadas a los n\u00fameros, y el extremo superior de la escala debe significar que los clientes est\u00e1n realmente \"asombrados\".<\/p>\n\n\n\n

3. Sea coherente con la redacci\u00f3n de sus preguntas.<\/strong> La coherencia es fundamental en la investigaci\u00f3n sobre la satisfacci\u00f3n del cliente. Las escalas de preguntas deben ser coherentes dentro de un cuestionario concreto, as\u00ed como a lo largo del tiempo. Las medidas clave de la satisfacci\u00f3n del cliente, incluida la pregunta de satisfacci\u00f3n general y las que preguntan sobre aspectos espec\u00edficos de la relaci\u00f3n, deben utilizar la misma escala.<\/p>\n\n\n\n

4. La encuesta debe ser breve y centrada.<\/strong> Conc\u00e9ntrese en conocer la relaci\u00f3n de sus clientes con usted. Evite la tentaci\u00f3n de preguntar todo lo que siempre quiso saber. Cuanto m\u00e1s terreno intente abarcar, m\u00e1s probable ser\u00e1 que los encuestados abandonen la encuesta.<\/p>\n\n\n\n

5. Haga preguntas demogr\u00e1ficas o \"firmogr\u00e1ficas\".<\/strong> Preguntar sobre los datos demogr\u00e1ficos o los datos de la empresa (tipo y tama\u00f1o de la empresa o del sector) le permite analizar los datos por diferentes subgrupos, como los nuevos clientes o los clientes regionales. Considere las hip\u00f3tesis sobre los perfiles de los clientes que pueden afectar a la satisfacci\u00f3n e incluya preguntas que capten esos datos.<\/p>\n\n\n\n

Recuerde que la satisfacci\u00f3n de sus clientes est\u00e1 directamente relacionada con la rentabilidad: los clientes satisfechos compran m\u00e1s y recomiendan a otros clientes.<\/p>\n\n\n\n



Net Promoter\u00ae y NPS\u00ae son marcas registradas de Satmetrix Systems, Inc., Bain & Company y Fred Reichheld.<\/p>", "protected": false }, "excerpt": { "rendered": "

\"Encuesta a tus clientes actuales\" es una sugerencia com\u00fan para ayudar a que tu negocio crezca. 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