{ "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\/lt\/penki-patarimai-kaip-sekmingai-atlikti-klientu-pasitenkinimo-apklausa\/", "title": { "rendered": "Penki patarimai, kaip s\u0117kmingai atlikti klient\u0173 pasitenkinimo apklaus\u0105" }, "content": { "rendered": "

\"Apklauskite esamus klientus\" - tai da\u017enas pasi\u016blymas, pad\u0117siantis j\u016bs\u0173 verslui augti. Mes, \"SurveyRock\", \u017einome, kokia svarbi j\u016bs\u0173 klient\u0173 apklausa j\u016bs\u0173 s\u0117kmei, ir norime, kad j\u016bs\u0173 klient\u0173 pasitenkinimo apklausos pad\u0117t\u0173 jums gauti nauding\u0173 \u012f\u017evalg\u0173, kurias tikrai gal\u0117site panaudoti.<\/p>\n\n\n\n\n\n\n\n

\"Klient\u0173_pasitenkinimo_apklausa\"\/<\/figure><\/div>\n\n\n\n

Atsisakykite sp\u0117lioni\u0173 ir vadovaukit\u0117s \u0161iais penkiais klient\u0173 apklaus\u0173 rengimo principais:<\/p>\n\n\n\n

1. Apklausos prad\u017eioje paklauskite apie bendr\u0105 pasitenkinim\u0105.<\/strong> Taip gal\u0117site \u012fvertinti bendr\u0105 klient\u0173 \u012fsp\u016bd\u012f apie j\u016bs\u0173 \u012fmon\u0119, produkt\u0105 ar paslaug\u0105, kol jie dar neprad\u0117jo galvoti apie konkre\u010dius \u0161i\u0173 santyki\u0173 aspektus. M\u016bs\u0173 Grynojo populiarumo rodiklio (NPS) klausimas<\/a> ir \u0161ablonas \u010dia idealiai tinka.<\/p>\n\n\n\n

2. Naudokite 5 bal\u0173 pasitenkinimo skal\u0119.<\/strong> Klausim\u0173 skal\u0117s tur\u0117t\u0173 tur\u0117ti su skai\u010diais susijusias apra\u0161om\u0105sias etiketes, o vir\u0161utin\u0117 skal\u0117s riba tur\u0117t\u0173 reik\u0161ti, kad klientai yra tikrai \"su\u017eav\u0117ti\".<\/p>\n\n\n\n

3. Nuosekliai formuluokite klausimus.<\/strong> Atliekant klient\u0173 pasitenkinimo tyrimus labai svarbus nuoseklumas. Klausim\u0173 skal\u0117s tur\u0117t\u0173 b\u016bti nuoseklios tiek konkre\u010diame klausimyne, tiek laikui b\u0117gant. Pagrindiniams klient\u0173 pasitenkinimo rodikliams, \u012fskaitant bendr\u0105 pasitenkinimo klausim\u0105 ir klausimus apie konkre\u010dius santyki\u0173 aspektus, tur\u0117t\u0173 b\u016bti naudojama ta pati skal\u0117.<\/p>\n\n\n\n

4. Apklausa turi b\u016bti trumpa ir koncentruota.<\/strong> Sutelkite d\u0117mes\u012f \u012f klient\u0173 santykius su jumis supratim\u0105. Venkite pagundos paklausti visko, k\u0105 kada nors nor\u0117jote su\u017einoti. Kuo daugiau tem\u0173 bandysite apr\u0117pti, tuo didesn\u0117 tikimyb\u0117, kad respondentai apklausos atsisakys.<\/p>\n\n\n\n

5. U\u017eduokite demografinius arba \"firmografinius\" klausimus.<\/strong> U\u017eklausa apie demografinius ar firmos duomenis (\u012fmon\u0117s ar pramon\u0117s \u0161akos tip\u0105 ir dyd\u012f) leid\u017eia analizuoti duomenis pagal skirtingus pogrupius, pavyzd\u017eiui, naujus klientus ar regioninius klientus. Apsvarstykite hipotezes apie klient\u0173 profilius, kurie gali tur\u0117ti \u012ftakos pasitenkinimui, ir \u012ftraukite klausimus, kuriais b\u016bt\u0173 galima surinkti \u0161iuos duomenis.<\/p>\n\n\n\n

Atminkite, kad klient\u0173 pasitenkinimas tiesiogiai susij\u0119s su pelningumu - laimingi klientai perka daugiau ir rekomenduoja kitiems klientams.<\/p>\n\n\n\n



\"Net Promoter\u00ae\" ir NPS\u00ae yra \"Satmetrix Systems, Inc.\", \"Bain & Company\" ir Fred Reichheld registruotieji preki\u0173 \u017eenklai.<\/p>", "protected": false }, "excerpt": { "rendered": "

\"Apklauskite esamus klientus\" - tai da\u017enas pasi\u016blymas, pad\u0117siantis j\u016bs\u0173 verslui augti. 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