{
    "id": 264,
    "date": "2015-01-17T15:04:36",
    "date_gmt": "2015-01-17T14:04:36",
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        "rendered": "http:\/\/www.surveyrock.com\/blog\/?p=264"
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    "modified": "2020-10-19T13:28:40",
    "modified_gmt": "2020-10-19T11:28:40",
    "slug": "customer-surveys-bridging-expectation-gap-consumers-suppliers",
    "status": "publish",
    "type": "post",
    "link": "http:\/\/www.surveyrock.com\/blog\/hu\/customer-surveys-bridging-expectation-gap-consumers-suppliers\/",
    "title": {
        "rendered": "V\u00e1s\u00e1rl\u00f3i felm\u00e9r\u00e9sek - a fogyaszt\u00f3k \u00e9s a besz\u00e1ll\u00edt\u00f3k k\u00f6z\u00f6tti elv\u00e1r\u00e1sok k\u00f6z\u00f6tti szakad\u00e9k \u00e1thidal\u00e1sa"
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    "content": {
        "rendered": "<p><strong>Megjegyz\u00e9s: A fogyaszt\u00f3k \u00e9s a sz\u00e1ll\u00edt\u00f3k kifejez\u00e9s felcser\u00e9lhet\u0151 a v\u00e1llalkoz\u00e1sok \u00e9s az \u00fcgyfelek kifejez\u00e9ssel.<\/strong><\/p>\n\n\n\n<p>Egyszer\u0171bben fogalmazva, az elv\u00e1r\u00e1si szakad\u00e9k akkor keletkezik, amikor k\u00fcl\u00f6nbs\u00e9g van ak\u00f6z\u00f6tt, amit az \u00fcgyfelei elv\u00e1rnak \u00d6nt\u0151l, \u00e9s ak\u00f6z\u00f6tt, amit t\u00e9nylegesen kapnak. B\u00e1r sz\u00e9les k\u00f6rben haszn\u00e1lj\u00e1k audit\u00e1l\u00e1si koncepci\u00f3k\u00e9nt - \u00e1ltal\u00e1noss\u00e1gban egy <a href=\"http:\/\/hotelexecutive.com\/business_review\/2382\/closing-the-gap-between-guest-expectation-and-management-perception\">elv\u00e1r\u00e1si szakad\u00e9k<\/a> a k\u00f6vetkez\u0151 forgat\u00f3k\u00f6nyvek seg\u00edts\u00e9g\u00e9vel magyar\u00e1zhat\u00f3:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Egy munkav\u00e1llal\u00f3 fizet\u00e9semel\u00e9st \u00e9s el\u0151l\u00e9ptet\u00e9st v\u00e1r, de nem kapja meg.<\/li><li>A v\u00e1s\u00e1rl\u00f3 magas min\u0151s\u00e9g\u0171 term\u00e9keket v\u00e1r, de v\u00e9g\u00fcl nem megfelel\u0151 min\u0151s\u00e9g\u0171 \u00e1rut kap.<\/li><li>A befektet\u0151 bizonyos hozamot v\u00e1r, de azt nem kapja meg.<\/li><\/ul>\n\n\n\n<!--more-->\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignright size-large\"><a href=\"http:\/\/www.surveyrock.com\/blog\/2015\/01\/customer-surveys-bridging-expectation-gap-consumers-suppliers\/\"><img decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2015\/01\/Customer-survey-expectation-gap.jpg\" alt=\"\u00dcgyf\u00e9lfelm\u00e9r\u00e9s elv\u00e1r\u00e1si szakad\u00e9k\"\/><\/a><\/figure><\/div>\n\n\n\n<p>B\u00e1rmely v\u00e1llalkoz\u00e1s vir\u00e1gz\u00e1s\u00e1hoz elengedhetetlen ennek a szakad\u00e9knak az \u00e1thidal\u00e1sa. Ez lehet\u0151v\u00e9 teszi a jobb \u00fcgyf\u00e9lkapcsolat-kezel\u00e9st. Megk\u00f6nny\u00edti tov\u00e1bb\u00e1 a munkav\u00e1llal\u00f3kkal kapcsolatos ir\u00e1nyelvek, a marketing \u00e9s m\u00e1s, az \u00fczleti \u00fcgyfeleket c\u00e9lz\u00f3 strat\u00e9gi\u00e1k kidolgoz\u00e1s\u00e1t.<\/p>\n\n\n\n<p>Mind a kis-, mind a k\u00f6z\u00e9pm\u00e9ret\u0171 ipar\u00e1gak sz\u00e1m\u00e1ra alapvet\u0151 fontoss\u00e1g\u00fa az \u00fcgyfelek meg\u00e9rt\u00e9se. K\u00fcl\u00f6n\u00f6sen a szolg\u00e1ltat\u00f3iparban az \u00fcgyfelek \u00e9s a munkav\u00e1llal\u00f3k el\u00e9gedetts\u00e9ge a n\u00f6veked\u00e9s kulcsa.<\/p>\n\n\n\n<p>Kutat\u00e1sok meg\u00e1llap\u00edtott\u00e1k, hogy a k\u00f6lts\u00e9gek <a href=\"http:\/\/hotelexecutive.com\/business_review\/2382\/closing-the-gap-between-guest-expectation-and-management-perception\">\u00f6tsz\u00f6r<\/a> t\u00f6bbet, hogy \u00faj \u00fcgyfelet hozzon az \u00d6n v\u00e1llalkoz\u00e1s\u00e1hoz. Ugyanakkor egy el\u00e9gedett \u00fcgyf\u00e9l, aki t\u00f6bb \u00fcgyfelet hoz mag\u00e1val, jelent\u0151sen cs\u00f6kkentheti a marketing- \u00e9s rekl\u00e1mkiad\u00e1sokat.<\/p>\n\n\n\n<p>Hogyan lehet teh\u00e1t \u00e1thidalni az elv\u00e1r\u00e1sok k\u00f6z\u00f6tti szakad\u00e9kot, \u00e9s biztos\u00edtani az \u00fcgyfelek el\u00e9gedetts\u00e9g\u00e9t \u00e9s megtart\u00e1s\u00e1t?<\/p>\n\n\n\n<p>Kutat\u00e1sok \u00e9s felm\u00e9r\u00e9sek elv\u00e9gz\u00e9s\u00e9vel! Ahhoz, hogy meg\u00e9rts\u00fck, mi\u00e9rt alakult ki a szakad\u00e9k, megfelel\u0151 felm\u00e9r\u00e9st lehet haszn\u00e1lni. Ez a felm\u00e9r\u00e9s, miut\u00e1n kit\u00f6lt\u00f6tte \u00e9s visszak\u00fcldte, lehet\u0151v\u00e9 teszi, hogy elemezze, mi\u00e9rt panaszkodnak az \u00fcgyfelei. Mi nem tetszik nekik? Mi\u00e9rt nem el\u00e9gedettek az alkalmazottai? Mit tehet m\u00e9g a term\u00e9kei \u00e9s szolg\u00e1ltat\u00e1sai jav\u00edt\u00e1sa \u00e9rdek\u00e9ben?<\/p>\n\n\n\n<p>A probl\u00e9ma itt nem \u00e9r v\u00e9get. Egy felm\u00e9r\u00e9s megtervez\u00e9se \u00f6nmag\u00e1ban is ijeszt\u0151 feladat lehet. Az ezzel j\u00e1r\u00f3 k\u00f6lts\u00e9gek, a sz\u00fcks\u00e9ges elj\u00e1r\u00e1sok, az \u00f6ssze\u00e1ll\u00edt\u00e1s \u00e9s az elemz\u00e9s csak n\u00e9h\u00e1ny a kih\u00edv\u00e1sok k\u00f6z\u00fcl, amelyekkel szembe kell n\u00e9znie. Tov\u00e1bb\u00e1, vajon a felm\u00e9r\u00e9s val\u00f3ban t\u00fckr\u00f6zni fogja-e a c\u00e9lk\u00f6z\u00f6ns\u00e9g v\u00e9lem\u00e9ny\u00e9t \u00e9s n\u00e9zeteit? El\u00e9gs\u00e9gesek \u00e9s megfelel\u0151ek lesznek-e a szakad\u00e9k \u00e1thidal\u00e1s\u00e1ra?<\/p>\n\n\n\n<p><a href=\"http:\/\/www.surveyrock.com\/online-survey-tools\">Online felm\u00e9r\u00e9sek<\/a> egyszer\u0171 \u00e9s hat\u00e9kony megold\u00e1st ny\u00fajt mindezekre a probl\u00e9m\u00e1kra. Ezek a felm\u00e9r\u00e9sek <a href=\"http:\/\/www.surveyrock.com\/free-online-surveys\">k\u00f6lts\u00e9ghat\u00e9kony<\/a> \u00e9s k\u00f6nnyen tervezhet\u0151 \u00e9s terjeszthet\u0151. A felm\u00e9r\u00e9sek lehetnek <a href=\"http:\/\/www.surveyrock.com\/home\/features.html\">testreszabott<\/a> nemcsak a szervezet k\u00f6vetelm\u00e9nyeinek kell megfelelnie, hanem a c\u00e9lk\u00f6z\u00f6ns\u00e9g sz\u00e1m\u00e1ra is k\u00f6nnyen \u00e9rthet\u0151nek kell lennie.<\/p>\n\n\n\n<p>V\u00e9g\u00fcl, a felm\u00e9r\u00e9snek nem kell nyilv\u00e1nosnak lennie. Megfontolhatja p\u00e9ld\u00e1ul, hogy a munkav\u00e1llal\u00f3i k\u00e9rd\u0151\u00edvet egy adott r\u00e9szlegnek vagy hierarchikus szintnek k\u00fcldje sz\u00e9t (a tud\u00e1suk \u00e9s szak\u00e9rtelm\u00fck alapj\u00e1n). Azzal, hogy az egyedi felm\u00e9r\u00e9si linket egy adott csoporthoz juttatja el, a k\u00f6vetkez\u0151ket teheti meg <a href=\"http:\/\/www.surveyrock.com\/home\/features.html\">korl\u00e1tozza a k\u00f6z\u00f6ns\u00e9g\u00e9t<\/a>.<\/p>\n\n\n\n<p>Ha t\u00f6bbet szeretne megtudni az online felm\u00e9r\u00e9sek el\u0151nyeir\u0151l \u00e9s arr\u00f3l, hogyan seg\u00edt \u00e1thidalni az elv\u00e1r\u00e1sok k\u00f6z\u00f6tti szakad\u00e9kot \u00d6n \u00e9s \u00fcgyfelei k\u00f6z\u00f6tt, k\u00e9rj\u00fck, l\u00e1togasson el az al\u00e1bbi weboldalra. <a href=\"http:\/\/www.surveyrock.com\/home\/\">SurveyRock<\/a>.<\/p>",
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        "rendered": "<p>Megjegyz\u00e9s: A fogyaszt\u00f3k \u00e9s a sz\u00e1ll\u00edt\u00f3k kifejez\u00e9s felcser\u00e9lhet\u0151 a v\u00e1llalkoz\u00e1sok \u00e9s az \u00fcgyfelek kifejez\u00e9ssel. Egyszer\u0171bben fogalmazva: elv\u00e1r\u00e1si szakad\u00e9k akkor keletkezik, ha elt\u00e9r\u00e9s van ak\u00f6z\u00f6tt, amit az \u00fcgyfelei elv\u00e1rnak \u00d6nt\u0151l, \u00e9s amit t\u00e9nylegesen kapnak. B\u00e1r sz\u00e9les k\u00f6rben haszn\u00e1lj\u00e1k audit\u00e1l\u00e1si fogalomk\u00e9nt - \u00e1ltal\u00e1noss\u00e1gban az elv\u00e1r\u00e1si szakad\u00e9k [...]<\/p>",
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