{
    "id": 481,
    "date": "2015-06-30T19:08:15",
    "date_gmt": "2015-06-30T17:08:15",
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    "modified": "2020-10-19T16:43:40",
    "modified_gmt": "2020-10-19T14:43:40",
    "slug": "how-to-administer-your-customer-survey",
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    "type": "post",
    "link": "http:\/\/www.surveyrock.com\/blog\/hu\/hogyan-kell-elvegezni-az-ugyfel-felmerest\/",
    "title": {
        "rendered": "Hogyan vezess\u00fck be az \u00fcgyf\u00e9lfelm\u00e9r\u00e9st?"
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    "content": {
        "rendered": "<p>A legjobb eszk\u00f6z a bead\u00e1sra egy <a href=\"https:\/\/www.surveyrock.com\/home\/customer-satisfaction-surveys.html\">\u00fcgyf\u00e9lfelm\u00e9r\u00e9s<\/a> att\u00f3l f\u00fcgg, hogy tranzakci\u00f3s vagy kapcsolati felm\u00e9r\u00e9sr\u0151l van-e sz\u00f3. A tranzakci\u00f3s felm\u00e9r\u00e9st az \u00fcgyf\u00e9llel val\u00f3 kapcsolatfelv\u00e9telkor v\u00e9gzik. Az \u00fcgyf\u00e9lkapcsolat jelleg\u00e9t\u0151l f\u00fcgg\u0151en megfelel\u0151 lehet szem\u00e9lyes, telefonos vagy online felm\u00e9r\u00e9s. A kapcsolati felm\u00e9r\u00e9seket viszont a legk\u00f6lts\u00e9ghat\u00e9konyabban online lehet elv\u00e9gezni.<\/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\/customerfeedback.jpg\" alt=\"\u00fcgyf\u00e9lfelm\u00e9r\u00e9s\"\/><\/figure><\/div>\n\n\n\n<p><br>Az online adatgy\u0171jt\u00e9s jelent\u0151s el\u0151ny\u00f6kkel j\u00e1r az \u00fcgyfelek megk\u00e9rdez\u00e9s\u00e9nek m\u00e1s m\u00f3djaival szemben, \u00e9s amikor csak lehets\u00e9ges, \u00e9rdemes haszn\u00e1lni. Az el\u0151ny\u00f6k a k\u00f6vetkez\u0151k:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Sebess\u00e9g<\/strong><\/h3>\n\n\n\n<p>Az internet lehet\u0151v\u00e9 teszi a felm\u00e9r\u00e9s azonnali terjeszt\u00e9s\u00e9t, valamint az eredm\u00e9nyek val\u00f3s idej\u0171 \u00f6sszegy\u0171jt\u00e9s\u00e9t \u00e9s t\u00e1bl\u00e1zatba rendez\u00e9s\u00e9t. Ez lehet\u0151v\u00e9 teszi az azonnali adatelemz\u00e9st, m\u00e9g akkor is, amikor a felm\u00e9r\u00e9s m\u00e9g folyamatban van. Mivel az \u00fcgyf\u00e9l-el\u00e9gedetts\u00e9gi eredm\u00e9nyeket a probl\u00e9m\u00e1k azonos\u00edt\u00e1s\u00e1ra \u00e9s megold\u00e1s\u00e1ra haszn\u00e1lj\u00e1k, min\u00e9l gyorsabban \u00e9rkeznek a v\u00e1laszok, ann\u00e1l gyorsabban lehet a probl\u00e9m\u00e1kkal foglalkozni. Ezzel szemben a postai \u00faton t\u00f6rt\u00e9n\u0151 felm\u00e9r\u00e9sek hossz\u00fa k\u00e9sleltet\u00e9si id\u0151vel \u00e9s alacsony, ak\u00e1r 5% alatti v\u00e1laszad\u00e1si ar\u00e1nyokkal k\u00fczdenek. <\/p>\n\n\n\n<p>A telefonos felm\u00e9r\u00e9sek a cs\u00f6kken\u0151 v\u00e1laszad\u00e1si ar\u00e1nyok miatt hosszabb ideig tartanak. A telefonos interj\u00fak visszautas\u00edt\u00e1si ar\u00e1nya el\u00e9rte a 60% (AC Nielsen). Mivel az online felm\u00e9r\u00e9sek megv\u00e1laszol\u00e1sa egyszer\u0171bb, gyorsabban kit\u00f6lthet\u0151k, \u00e9s az \u00fcgyf\u00e9lk\u00f6r sz\u00e9lesebb szegmens\u00e9t lehet el\u00e9rni. <\/p>\n\n\n\n<p>Sz\u00e1mos v\u00e1ltoz\u00f3t\u00f3l f\u00fcgg\u0151en - a felm\u00e9r\u00e9s c\u00edmzettjeivel val\u00f3 kapcsolat, a felm\u00e9r\u00e9s hossza, az eml\u00e9keztet\u0151 k\u00fcld\u00e9se \u00e9s az \u00f6szt\u00f6nz\u0151 felaj\u00e1nl\u00e1sa - a v\u00e1laszad\u00e1si ar\u00e1ny az online felm\u00e9r\u00e9sek eset\u00e9ben 35% feletti lehet. M\u00e9g az olyan online felm\u00e9r\u00e9sek eset\u00e9ben is, amelyekben nincs el\u0151zetes kapcsolat a c\u00edmzettekkel, a v\u00e1laszad\u00e1si ar\u00e1nyok 23% \u00e9s 31% k\u00f6z\u00f6tt lehetnek (Quirk's Marketing Research Review).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Candor<\/strong><\/h3>\n\n\n\n<p>Az emberek \u0151szint\u00e9bbek, ha a v\u00e1laszaikat nem egy telefonos szem\u00e9lyen kereszt\u00fcl sz\u0171rik. Ez alapvet\u0151 fontoss\u00e1g\u00fa az \u00e9rz\u00e9keny t\u00e9m\u00e1j\u00fa kutat\u00e1sok eset\u00e9ben, ahol a tanulm\u00e1nyok szerint az emberek nagyobb val\u00f3sz\u00edn\u0171s\u00e9ggel v\u00e1laszolnak a vil\u00e1gh\u00e1l\u00f3n feltett k\u00e9rd\u00e9sekre, mint telefonon vagy szem\u00e9lyes interj\u00fak sor\u00e1n. <\/p>\n\n\n\n<p>Az interj\u00fak\u00e9sz\u00edt\u0151 elfogults\u00e1g\u00e1nak megsz\u00fcntet\u00e9se \u00e9s az eredm\u00e9nyek r\u00f6gz\u00edt\u00e9s\u00e9re val\u00f3 v\u00e1rakoz\u00e1si id\u0151 megsz\u0171n\u00e9se \u0151szint\u00e9bb \u00e9s teljesebb v\u00e1laszokat eredm\u00e9nyez a ny\u00edlt v\u00e9g\u0171 k\u00e9rd\u00e9sekre. Ez k\u00fcl\u00f6n\u00f6sen akkor fontos, ha az \u00fcgyfelek \u00f6nk\u00e9ntesen tov\u00e1bbi inform\u00e1ci\u00f3kat adnak meg el\u00e9gedetts\u00e9gi \u00e9rt\u00e9kel\u00e9s\u00fck magyar\u00e1zat\u00e1ul. Az ilyen v\u00e1laszok betekint\u00e9st ny\u00fajtanak abba, hogy a v\u00e1llalat mit csin\u00e1l j\u00f3l, \u00e9s gyakran figyelmeztet\u0151 jeleket adnak az \u00fczleti kapcsolat eg\u00e9szs\u00e9g\u00e9re vonatkoz\u00f3an.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>K\u00f6lts\u00e9gek<\/strong><\/h3>\n\n\n\n<p>Az internet sz\u00e1mos, a hagyom\u00e1nyos marketingkutat\u00e1ssal kapcsolatos k\u00f6lts\u00e9get kik\u00fcsz\u00f6b\u00f6l. Az online felm\u00e9r\u00e9sekkel elker\u00fclhet\u0151k a postak\u00f6lts\u00e9gek \u00e9s a telefonk\u00f6lts\u00e9gek, valamint az olyan alapvet\u0151 anyagok, mint a pap\u00edr, a bor\u00edt\u00e9kok \u00e9s a nyomtat\u00e1s. Mivel \u00f6nir\u00e1ny\u00edt\u00e1s\u00fa, nincsenek k\u00e9rdez\u0151biztosi k\u00f6lts\u00e9gek. V\u00e9g\u00fcl pedig k\u00e9nyelmesebb, \u00edgy az \u00f6szt\u00f6nz\u0151k felaj\u00e1nl\u00e1s\u00e1nak k\u00f6lts\u00e9gei is cs\u00f6kkenthet\u0151k.<\/p>\n\n\n\n<p>Az online \u00e9s offline adatgy\u0171jt\u00e9si m\u00f3dszerek kombin\u00e1lhat\u00f3k. Ha az \u00fcgyf\u00e9lb\u00e1zis egy r\u00e9sz\u00e9nek eset\u00e9ben offline m\u00f3dszerekre van sz\u00fcks\u00e9g, akkor a csak postai \u00faton, szem\u00e9lyesen vagy telefonon el\u00e9rhet\u0151 \u00fcgyfelek adatait be lehet vinni a <a href=\"http:\/\/www.surveyrock.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">online felm\u00e9r\u00e9si eszk\u00f6z<\/a>. \u00cdgy az \u00f6sszes felm\u00e9r\u00e9si eredm\u00e9nyt egy\u00fctt lehet r\u00f6gz\u00edteni, fel\u00fclvizsg\u00e1lni \u00e9s elemezni.<\/p>",
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        "rendered": "<p>Az \u00fcgyf\u00e9lfelm\u00e9r\u00e9s elv\u00e9gz\u00e9s\u00e9nek legjobb m\u00f3dja att\u00f3l f\u00fcgg, hogy tranzakci\u00f3s vagy kapcsolati felm\u00e9r\u00e9sr\u0151l van-e sz\u00f3. A tranzakci\u00f3s felm\u00e9r\u00e9st az \u00fcgyf\u00e9llel val\u00f3 kapcsolatfelv\u00e9tel hely\u00e9n v\u00e9gzik. Az \u00fcgyf\u00e9lkapcsolat jelleg\u00e9t\u0151l f\u00fcgg\u0151en a szem\u00e9lyes, telefonos vagy online felm\u00e9r\u00e9s megfelel\u0151 lehet. A kapcsolati felm\u00e9r\u00e9sek viszont a legk\u00f6lts\u00e9ghat\u00e9konyabbak [...].<\/p>",
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