{ "id": 481, "date": "2015-06-30T19:08:15", "date_gmt": "2015-06-30T17:08:15", "guid": { "rendered": "http:\/\/www.surveyrock.com\/blog\/?p=481" }, "modified": "2020-10-19T16:43:40", "modified_gmt": "2020-10-19T14:43:40", "slug": "how-to-administer-your-customer-survey", "status": "publish", "type": "post", "link": "http:\/\/www.surveyrock.com\/blog\/lt\/kaip-administruoti-klientu-apklausa\/", "title": { "rendered": "Kaip administruoti klient\u0173 apklaus\u0105" }, "content": { "rendered": "

Geriausia priemon\u0117 administruoti klient\u0173 apklausa<\/a> priklauso nuo to, ar tai yra sandori\u0173, ar santyki\u0173 tyrimas. Sandori\u0173 apklausa atliekama kontakto su klientu vietoje. Atsi\u017evelgiant \u012f kontakto su klientu pob\u016bd\u012f, gali b\u016bti tinkama asmenin\u0117, telefonin\u0117 arba internetin\u0117 apklausa. Kita vertus, santykius apklausas ekonomi\u0161kiausia atlikti internetu.<\/p>\n\n\n\n\n\n\n\n

\"klient\u0173<\/figure><\/div>\n\n\n\n


Duomen\u0173 rinkimas internetu turi daug prana\u0161um\u0173, palyginti su kitais klient\u0173 apklausos b\u016bdais, tod\u0117l tur\u0117tum\u0117te j\u012f naudoti, kai tik \u012fmanoma. \u0160ie privalumai yra \u0161ie:<\/p>\n\n\n\n

Greitis<\/strong><\/h3>\n\n\n\n

Internetas suteikia galimyb\u0119 akimirksniu i\u0161platinti apklaus\u0105 ir realiuoju laiku kaupti bei suvesti rezultatus. Tai leid\u017eia i\u0161 karto atlikti duomen\u0173 analiz\u0119, net ir tebevykstant apklausai. Kadangi klient\u0173 pasitenkinimo rezultatai naudojami problemoms nustatyti ir spr\u0119sti, kuo grei\u010diau gaunami atsakymai, tuo grei\u010diau jas galima spr\u0119sti. Prie\u0161ingai, atliekant apklaus\u0105 pa\u0161tu, susiduriama su ilgais delsos trukme ir ma\u017eais atsakym\u0173 rodikliais - iki 5%. <\/p>\n\n\n\n

Telefonin\u0117s apklausos trunka ilgiau, nes ma\u017e\u0117ja respondent\u0173 skai\u010dius. Telefonini\u0173 apklaus\u0173 atsisakymo rodikliai pasiek\u0117 60% (AC Nielsen). Lengviau atsakant \u012f internetines apklausas, jas galima atlikti grei\u010diau ir pasiekti platesn\u012f klient\u0173 segment\u0105. <\/p>\n\n\n\n

Priklausomai nuo daugelio kintam\u0173j\u0173 - santyki\u0173 su apklausos gav\u0117jais, apklausos trukm\u0117s, ar siun\u010diamas priminimas ir ar si\u016bloma paskata - internetini\u0173 apklaus\u0173 atsakym\u0173 da\u017enis gali siekti iki 35%. Net ir internetini\u0173 apklaus\u0173, kuriose n\u0117ra i\u0161ankstinio ry\u0161io su gav\u0117jais, atsakym\u0173 da\u017enis gali b\u016bti nuo 23% iki 31% (Quirk's Marketing Research Review).<\/p>\n\n\n\n

Candor<\/strong><\/h3>\n\n\n\n

\u017dmon\u0117s b\u016bna nuo\u0161irdesni, kai j\u0173 atsakym\u0173 nefiltruoja telefonu kalbantis asmuo. Tai labai svarbu atliekant tyrimus jautriomis temomis, kai, kaip rodo tyrimai, \u017emon\u0117s yra labiau link\u0119 atsakyti \u012f klausimus internete nei telefonu ar asmeninio pokalbio metu. <\/p>\n\n\n\n

Be to, pa\u0161alinus apklaus\u0105 \u0161ali\u0161kum\u0105 ir atsisakius laukimo laiko, kol apklaus\u0117jas \u012fra\u0161ys rezultatus, gaunami atviresni ir i\u0161samesni atsakymai \u012f atvirus klausimus. Tai ypa\u010d svarbu, kai klientai savanori\u0161kai pateikia papildomos informacijos, paai\u0161kinan\u010dios j\u0173 pasitenkinimo vertinimus. Tokie atsakymai leid\u017eia suprasti, k\u0105 \u012fmon\u0117 daro gerai, ir da\u017enai yra \u012fsp\u0117jamieji \u017eenklai apie verslo santyki\u0173 b\u016bkl\u0119.<\/p>\n\n\n\n

I\u0161laidos<\/strong><\/h3>\n\n\n\n

Internetas panaikina daugel\u012f i\u0161laid\u0173, susijusi\u0173 su tradiciniais rinkodaros tyrimais. Atliekant apklausas internetu i\u0161vengiama pa\u0161to ir telefono i\u0161laid\u0173, taip pat pagrindini\u0173 med\u017eiag\u0173, toki\u0173 kaip popierius, vokai ir spausdinimas. Kadangi apklausa atliekama savaranki\u0161kai, n\u0117ra apklaus\u0117jo i\u0161laid\u0173. Galiausiai, tai patogiau, tod\u0117l galima suma\u017einti skatinam\u0173j\u0173 priemoni\u0173 si\u016blymo i\u0161laidas.<\/p>\n\n\n\n

Taip pat galima derinti internetinius ir neinternetinius duomen\u0173 rinkimo metodus. Jei daliai klient\u0173 b\u016btina taikyti ne interneto renkamus metodus, klientai, su kuriais galima susisiekti tik pa\u0161tu, asmeni\u0161kai arba telefonu, duomenis galima \u012fvesti \u012f internetin\u0117s apklausos priemon\u0117<\/a>. Tokiu b\u016bdu visus apklausos rezultatus galima u\u017efiksuoti, per\u017ei\u016br\u0117ti ir analizuoti kartu.<\/p>", "protected": false }, "excerpt": { "rendered": "

Geriausias klient\u0173 apklausos administravimo b\u016bdas priklauso nuo to, ar tai yra sandori\u0173, ar santyki\u0173 apklausa. Sandori\u0173 apklausa atliekama kontakto su klientu vietoje. Atsi\u017evelgiant \u012f kontakto su klientu pob\u016bd\u012f, gali b\u016bti tinkama asmenin\u0117, telefonin\u0117 arba internetin\u0117 apklausa. Kita vertus, santyki\u0173 su klientais apklausos yra ekonomi\u0161kai naudingiausios, jei [...]<\/p>", "protected": false }, "author": 3, "featured_media": 485, "comment_status": "open", "ping_status": "open", "sticky": false, "template": "", "format": "standard", "meta": { "footnotes": "" }, "categories": [ 58 ], "tags": [ 46, 45, 28, 53, 34, 40 ], "class_list": [ "post-481", "post", "type-post", "status-publish", "format-standard", "has-post-thumbnail", "hentry", "category-customer-surveys", "tag-customer-experience-survey", "tag-customer-satisfaction-survey", "tag-customer-survey", "tag-customer-surveys", "tag-online-survey", "tag-online-surveys" ], "yoast_head": "\nKaip administruoti klient\u0173 apklaus\u0105 | SurveyRock<\/title>\n<meta name=\"description\" content=\"Geriausias klient\u0173 apklausos administravimo b\u016bdas priklauso nuo to, ar tai yra sandori\u0173, ar santyki\u0173 apklausa.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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