{ "id": 333, "date": "2015-03-26T16:39:00", "date_gmt": "2015-03-26T15:39:00", "guid": { "rendered": "http:\/\/www.surveyrock.com\/blog\/?p=333" }, "modified": "2020-10-19T14:12:37", "modified_gmt": "2020-10-19T12:12:37", "slug": "ten-reasons-to-send-customer-surveys", "status": "publish", "type": "post", "link": "http:\/\/www.surveyrock.com\/blog\/hu\/tiz-erv-a-vevoi-felmeresek-elkuldesere\/", "title": { "rendered": "T\u00edz ok, ami\u00e9rt \u00e9rdemes \u00fcgyf\u00e9lfelm\u00e9r\u00e9seket k\u00fcldeni" }, "content": { "rendered": "
\"10<\/a><\/figure><\/div>\n\n\n\n

Az \u00fcgyf\u00e9lfelm\u00e9r\u00e9sek elk\u00fcld\u00e9se olyan fontos inform\u00e1ci\u00f3kkal szolg\u00e1lhat, amelyek jav\u00edtj\u00e1k az \u00e9rt\u00e9kes\u00edt\u00e9s, a marketing \u00e9s az \u00fcgyf\u00e9lszolg\u00e1lat munkat\u00e1rsainak hat\u00e9konys\u00e1g\u00e1t, valamint az \u00e1ltal\u00e1nos \u00fczleti teljes\u00edtm\u00e9nyt. <\/p>\n\n\n\n\n\n\n\n

A val\u00f3di \u00fcgyf\u00e9lismeret a folyamatos visszajelz\u00e9sekb\u0151l sz\u00e1rmazik. Hogy bemutassuk, milyen sokf\u00e9le el\u0151nnyel j\u00e1rhat a visszajelz\u00e9s, \u00e9s milyen \u00e9rt\u00e9kes a folyamatos adatgy\u0171jt\u00e9s \u00e9s -ellen\u0151rz\u00e9s, \u00edme t\u00edz ok, ami\u00e9rt \u00e9rdemes \u00fcgyf\u00e9lfelm\u00e9r\u00e9seket k\u00fcldeni:<\/p>\n\n\n\n

1. Pontos k\u00e9pet kaphat az \u00fcgyfelek el\u00e9gedetts\u00e9g\u00e9r\u0151l<\/strong><\/h3>\n\n\n\n

Sok vezet\u0151 azon t\u0171n\u0151dik, milyen gyakran kellene \u00fcgyf\u00e9l-el\u00e9gedetts\u00e9gi felm\u00e9r\u00e9seket v\u00e9geznie. A v\u00e1lasz az \u00fcgyf\u00e9lk\u00f6r m\u00e9ret\u00e9t\u0151l \u00e9s a kutat\u00e1s c\u00e9lj\u00e1t\u00f3l f\u00fcgg. A felm\u00e9r\u00e9seknek k\u00e9t f\u0151 t\u00edpusa van, \u00e9s nagyon k\u00fcl\u00f6nb\u00f6z\u0151 c\u00e9lokat szolg\u00e1lnak:<\/p>\n\n\n\n

Az \u00fcgyf\u00e9lel\u00e9gedetts\u00e9g m\u00e9r\u00e9se a felm\u00e9r\u00e9sek egyik legn\u00e9pszer\u0171bb felhaszn\u00e1l\u00e1si m\u00f3dja. Az \u00e9ves, f\u00e9l\u00e9ves vagy negyed\u00e9ves \u00fcgyf\u00e9l-el\u00e9gedetts\u00e9gi felm\u00e9r\u00e9sek megadhatj\u00e1k a kem\u00e9ny adatokat, amelyekre sz\u00fcks\u00e9ge van az \u00fcgyf\u00e9lkapcsolatok jav\u00edt\u00e1s\u00e1hoz, az \u00fczleti lehet\u0151s\u00e9gek b\u0151v\u00edt\u00e9s\u00e9hez, a gyakorlatok finom\u00edt\u00e1s\u00e1hoz, a legjobb teljes\u00edtm\u00e9nyt ny\u00fajt\u00f3k jutalmaz\u00e1s\u00e1hoz, a marketingtev\u00e9kenys\u00e9gek jav\u00edt\u00e1s\u00e1hoz, s\u0151t, ak\u00e1r \u00faj tehets\u00e9gek toborz\u00e1s\u00e1hoz az \u00e9rt\u00e9kes\u00edt\u00e9si, marketing \u00e9s \u00fcgyf\u00e9lszolg\u00e1lati csapatokba.<\/p>\n\n\n\n

Ezen t\u00falmen\u0151en az \u00fcgyf\u00e9l-el\u00e9gedetts\u00e9gi szintek folyamatos nyomon k\u00f6vet\u00e9se bizonyos id\u0151szakokon kereszt\u00fcl lehet\u0151v\u00e9 teszi, hogy \u00f6sszehasonl\u00edtsa mag\u00e1t az ipar\u00e1ggal, a versenyt\u00e1rsakkal vagy saj\u00e1t c\u00e9ljaival \u00e9s elv\u00e1r\u00e1saival.<\/p>\n\n\n\n

2. Tudja, mi\u00e9rt nyert (vagy vesztett)<\/strong><\/h3>\n\n\n\n

A felm\u00e9r\u00e9sek v\u00e1laszai seg\u00edthetnek meg\u00e9rteni, hogy mi m\u0171k\u00f6dik az \u00fcgyfelekn\u00e9l, mi nem, \u00e9s mi\u00e9rt nem, \u00edgy \u00f6sszpontos\u00edthatja \u00e9rt\u00e9kes\u00edt\u00e9si, marketing- \u00e9s szolg\u00e1ltat\u00e1si strat\u00e9gi\u00e1it, \u00e9s finom\u00edthatja term\u00e9kfejleszt\u00e9si \u00fctemterveit. A j\u00f3 adatokkal felv\u00e9rtezve hat\u00e9konyabban oszthatja meg az er\u0151forr\u00e1sokat, jobban \u00f6sszehangolhatja k\u00edn\u00e1lat\u00e1t az \u00fcgyfelek ig\u00e9nyeivel, \u00e9s n\u00f6velheti az \u00fcgyfelek h\u0171s\u00e9g\u00e9t, bev\u00e9teleit \u00e9s j\u00f6vedelmez\u0151s\u00e9g\u00e9t.<\/p>\n\n\n\n

3. \"Scorecard\" az \u00e9rdekl\u0151d\u0151k \u00e9s \u00fcgyfelek<\/strong><\/h3>\n\n\n\n

Ha felm\u00e9r\u00e9sek seg\u00edts\u00e9g\u00e9vel kulcsfontoss\u00e1g\u00fa inform\u00e1ci\u00f3k gy\u0171jt az \u00fcgyfelek hozz\u00e1\u00e1ll\u00e1s\u00e1r\u00f3l, v\u00e9lem\u00e9ny\u00e9r\u0151l \u00e9s sz\u00e1nd\u00e9kair\u00f3l, akkor ezeket az adatokat lek\u00e9pezheti az \u00fcgyfelek pontoz\u00e1s\u00e1ra \u00e9s rangsorol\u00e1s\u00e1ra a v\u00e1rhat\u00f3 v\u00e1s\u00e1rl\u00e1saik, a v\u00e1rhat\u00f3 bev\u00e9teli hozz\u00e1j\u00e1rul\u00e1suk vagy az \u00e1ltal\u00e1nos j\u00f6vedelmez\u0151s\u00e9g\u00fck alapj\u00e1n. Azt is meghat\u00e1rozhatja, hogy kik a legjobb \u00e9rdekl\u0151d\u0151k, valamint azt is, hogy mely \u00fcgyfelek lehetnek vesz\u00e9lyben, \u00e9s mennyibe ker\u00fclne elveszt\u00e9s\u00fck. A Net Promoter\u00ae Score (NPS) k\u00e9rd\u00e9s<\/a> ide\u00e1lis az ilyen helyzetekre.<\/p>\n\n\n\n

4. \u00c9rt\u00e9kelje az \u00e9rt\u00e9kes\u00edt\u00e9si \u00e9s szolg\u00e1ltat\u00e1si k\u00e9pvisel\u0151ket<\/strong><\/h3>\n\n\n\n

A felm\u00e9r\u00e9sek seg\u00edthetnek meghat\u00e1rozni, hogy mely \u00e9rt\u00e9kes\u00edt\u00e9si \u00e9s szolg\u00e1ltat\u00e1si k\u00e9pvisel\u0151k teljes\u00edtenek j\u00f3l az \u00fcgyfelek szemsz\u00f6g\u00e9b\u0151l, ami alapot adhat a teljes kompenz\u00e1ci\u00f3s csomag r\u00e9sz\u00e9t k\u00e9pez\u0151 jutalmak vagy \u00f6szt\u00f6nz\u0151k kialak\u00edt\u00e1s\u00e1hoz. Ha tudja, hogy milyen \u00e9rt\u00e9kes\u00edt\u00e9si \u00e9s szolg\u00e1ltat\u00e1si gyakorlatok tal\u00e1lnak a legjobb visszhangra az \u00fcgyfelek k\u00f6r\u00e9ben, akkor a legjobb gyakorlatokat is kialak\u00edthatja \u00e9s megoszthatja csapatai k\u00f6z\u00f6tt.<\/p>\n\n\n\n

5. \u00d6tletek gy\u0171jt\u00e9se \u00faj term\u00e9kekhez, szolg\u00e1ltat\u00e1sokhoz \u00e9s prom\u00f3ci\u00f3khoz.<\/strong><\/h3>\n\n\n\n

Mindenkinek vannak \u00f6tletei. Az \u00d6n \u00fcgyfeleinek. Az alkalmazottaidnak. A besz\u00e1ll\u00edt\u00f3iknak. De hogyan lehet azonos\u00edtani azokat az \u00f6tleteket, amelyek val\u00f3di piaci potenci\u00e1llal rendelkeznek, vagy amelyek hat\u00e9kony rekl\u00e1mkamp\u00e1nyhoz vagy prom\u00f3ci\u00f3hoz vezetnek? A felm\u00e9r\u00e9sek seg\u00edthetnek az \u00f6tletek gener\u00e1l\u00e1s\u00e1ban, annak meghat\u00e1roz\u00e1s\u00e1ban, hogy mely \u00f6tletek ker\u00fcljenek be a fejleszt\u00e9si t\u00f6lcs\u00e9rbe, \u00e9s a nagy \u00f6tleteket \u00fczleti \u00e1tt\u00f6r\u00e9ss\u00e9 alak\u00edthatj\u00e1k.<\/p>\n\n\n\n

6. A marketingtev\u00e9kenys\u00e9gek hat\u00e9konys\u00e1g\u00e1nak m\u00e9r\u00e9se<\/strong><\/h3>\n\n\n\n

Ha tudni szeretn\u00e9, hogyan reag\u00e1lnak majd az \u00fcgyfelek egy hirdet\u00e9sre, egy prom\u00f3ci\u00f3s aj\u00e1nlatra vagy a m\u00e1rka arculat\u00e1nak megv\u00e1ltoztat\u00e1s\u00e1ra, akkor tal\u00e1lgathat \u00e9s kock\u00e1ztathat - vagy kik\u00fcldhet egy felm\u00e9r\u00e9st. Ha felm\u00e9r\u00e9st k\u00fcld el \u00fcgyfeleinek \u00e9s potenci\u00e1lis \u00fcgyfeleinek, akkor r\u00e1l\u00e1t\u00e1st nyerhet arra, hogy a k\u00fcl\u00f6nb\u00f6z\u0151 \u00fczenetek jobban rezon\u00e1lnak-e bizonyos c\u00e9lcsoportokra, \u00e9s seg\u00edt a marketinget az optim\u00e1lis eredm\u00e9nyekhez igaz\u00edtani, m\u00e9g a kamp\u00e1ny v\u00e9grehajt\u00e1sa el\u0151tt. Felfegyverzi, hogy a megfelel\u0151 \u00fczenetet k\u00fcldje el a megfelel\u0151 embereknek.<\/p>\n\n\n\n

7. A munkav\u00e1llal\u00f3k el\u00e9gedetts\u00e9g\u00e9nek m\u00e9r\u00e9se <\/strong><\/h3>\n\n\n\n

Az online felm\u00e9r\u00e9sek ide\u00e1lisak a k\u00f6vetkez\u0151k megk\u00e9rdez\u00e9s\u00e9re munkav\u00e1llal\u00f3i visszajelz\u00e9s<\/a>, mivel ezek biztos\u00edtj\u00e1k az anonimit\u00e1st, amely az \u0151szinte visszajelz\u00e9sekhez elengedhetetlen, amikor azokat webes telep\u00edt\u00e9ssel k\u00fcldik. Sok v\u00e1llalat haszn\u00e1lja az online felm\u00e9r\u00e9seket a vezet\u0151s\u00e9gi \u00e9rt\u00e9kel\u00e9sek elv\u00e9gz\u00e9s\u00e9re, vagy arra, hogy visszajelz\u00e9st k\u00e9rjen a k\u00e9pz\u00e9si ig\u00e9nyekr\u0151l, a juttat\u00e1si aj\u00e1nlatokr\u00f3l, a szakmai fejl\u0151d\u00e9sr\u0151l, vagy ak\u00e1r a v\u00e1llalati piknikr\u0151l vagy elvonul\u00e1s alkalm\u00e1val tartand\u00f3 esem\u00e9nyekr\u0151l. A felm\u00e9r\u00e9seket haszn\u00e1lhatja a leend\u0151 alkalmazottak sz\u0171r\u00e9s\u00e9re is, megk\u00e9rdezve \u0151ket arr\u00f3l, hogy h\u00e1ny m\u00e9rf\u00f6ldet hajland\u00f3ak ing\u00e1zni, utaznak-e, \u00e9s egy\u00e9b adatokat is gy\u0171jthet.<\/p>\n\n\n\n

8. Egy esem\u00e9ny megtervez\u00e9se vagy \u00e9rt\u00e9kel\u00e9se<\/strong><\/h3>\n\n\n\n

A felm\u00e9r\u00e9s egyszer\u0171 m\u00f3dja annak, hogy t\u00f6bb adatpontot gy\u0171jts\u00f6n \u00f6ssze egy nagy l\u00e9tsz\u00e1m\u00fa csoportt\u00f3l, \u00edgy hasznos eszk\u00f6z lehet egy esem\u00e9ny tervez\u00e9s\u00e9ben \u00e9s \u00e9rt\u00e9kel\u00e9s\u00e9ben. Egy online felm\u00e9r\u00e9s seg\u00edts\u00e9g\u00e9vel p\u00e9ld\u00e1ul megk\u00e9rdezheti az \u00fcgyfeleket a ki\u00e1ll\u00edt\u00e1sra tervezett \u00e9rkez\u00e9si idej\u00fckr\u0151l vagy az \u00e9tkez\u00e9si preferenci\u00e1ikr\u00f3l; a rendezv\u00e9ny ut\u00e1n pedig k\u00fcl\u00f6n felm\u00e9r\u00e9st k\u00fcldhet, hogy kik\u00e9rje a v\u00e9lem\u00e9ny\u00fcket a ki\u00e1ll\u00edt\u00e1s \u00e9rt\u00e9k\u00e9r\u0151l, a ki\u00e1ll\u00edt\u00e1ssal val\u00f3 \u00e1ltal\u00e1nos el\u00e9gedetts\u00e9g\u00fckr\u0151l vagy arr\u00f3l, hogy tervezik-e a k\u00f6vetkez\u0151 rendezv\u00e9nyen val\u00f3 r\u00e9szv\u00e9telt.<\/p>\n\n\n\n

9. Speci\u00e1lis \u00fcgyf\u00e9linform\u00e1ci\u00f3k beszerz\u00e9se<\/strong><\/h3>\n\n\n\n

Az \u00fcgyf\u00e9lnyilv\u00e1ntart\u00e1sok k\u00f6nnyen elavulnak, \u00e9s a kapcsolati\/keres\u0151list\u00e1k gyakran hi\u00e1nyosak. Az online felm\u00e9r\u00e9sek seg\u00edts\u00e9g\u00e9vel gyorsan kit\u00f6ltheti az \u00fcgyf\u00e9lnyilv\u00e1ntart\u00e1sban l\u00e9v\u0151 hi\u00e1nyoss\u00e1gokat, \u00e9s friss\u00edtheti az \u00fcgyf\u00e9ladatokat.<\/p>\n\n\n\n

10. Legjobb gyakorlatok megoszt\u00e1sa<\/strong><\/h3>\n\n\n\n

A felm\u00e9r\u00e9sek gyors \u00e9s hat\u00e9kony m\u00f3dja annak, hogy b\u00f6lcsess\u00e9geket \u00e9s m\u00e1shol nem el\u00e9rhet\u0151 megl\u00e1t\u00e1sokat gy\u0171jts\u00f6n. P\u00e9ld\u00e1ul egy \u00e9rz\u00e9keny \u00fcgyf\u00e9lprobl\u00e9ma vagy \u00fczleti k\u00e9rd\u00e9s kezel\u00e9s\u00e9re vonatkoz\u00f3 felm\u00e9r\u00e9si k\u00e9rd\u00e9s v\u00e1laszok sz\u00e9les sk\u00e1l\u00e1j\u00e1t \u00e9s k\u00f6zvetlen\u00fcl a gyakorlatba \u00fcltethet\u0151 hasznos tan\u00e1csokat gener\u00e1lhat.<\/p>\n\n\n\n

Mi itt a SurveyRockn\u00e1l tudjuk, hogy az \u00fcgyfelek felm\u00e9r\u00e9se mennyire fontos az \u00d6n sikere szempontj\u00e1b\u00f3l, ez\u00e9rt mindenk\u00e9ppen tekintse meg az \u00f6t tervez\u00e9si alapelv\u00fcnket az \u00d6n sz\u00e1m\u00e1ra. \u00fcgyf\u00e9l-el\u00e9gedetts\u00e9gi felm\u00e9r\u00e9sek<\/a>.<\/p>\n\n\n\n

<\/p>\n\n\n\n



A Net Promoter, a Net Promoter Score \u00e9s az NPS a Bain & Company, Inc., Fred Reichheld \u00e9s a Satmetrix Systems, Inc. bejegyzett v\u00e9djegyei.<\/p>", "protected": false }, "excerpt": { "rendered": "

Az \u00fcgyf\u00e9lfelm\u00e9r\u00e9sek elk\u00fcld\u00e9se olyan fontos inform\u00e1ci\u00f3kkal szolg\u00e1lhat, amelyek jav\u00edtj\u00e1k az \u00e9rt\u00e9kes\u00edt\u00e9s, a marketing \u00e9s az \u00fcgyf\u00e9lszolg\u00e1lat munkat\u00e1rsainak hat\u00e9konys\u00e1g\u00e1t, valamint az \u00e1ltal\u00e1nos \u00fczleti teljes\u00edtm\u00e9nyt.<\/p>", "protected": false }, "author": 3, "featured_media": 334, "comment_status": "open", "ping_status": "open", "sticky": false, "template": "", "format": "standard", "meta": { "footnotes": "" }, "categories": [ 58 ], "tags": [ 59, 28, 34, 3 ], "class_list": [ "post-333", "post", "type-post", "status-publish", "format-standard", "has-post-thumbnail", "hentry", "category-customer-surveys", "tag-customer-satisfaction", "tag-customer-survey", "tag-online-survey", "tag-survey" ], "yoast_head": "\nT\u00edz ok, ami\u00e9rt \u00fcgyf\u00e9lfelm\u00e9r\u00e9seket kell k\u00fcldeni | SurveyRock<\/title>\n<meta name=\"description\" content=\"10 ok, 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