{
    "id": 1356,
    "date": "2023-11-04T15:56:35",
    "date_gmt": "2023-11-04T14:56:35",
    "guid": {
        "rendered": "https:\/\/www.surveyrock.com\/blog\/?p=1356"
    },
    "modified": "2023-11-04T15:56:36",
    "modified_gmt": "2023-11-04T14:56:36",
    "slug": "5-must-know-survey-objectives-to-boost-customer-satisfaction-scores",
    "status": "publish",
    "type": "post",
    "link": "http:\/\/www.surveyrock.com\/blog\/lv\/5-obligati-zinami-merki-klientu-apmierinatibas-raditaju-uzlabosanai\/",
    "title": {
        "rendered": "5 oblig\u0101ti j\u0101zina aptaujas m\u0113r\u0137i, lai palielin\u0101tu klientu apmierin\u0101t\u012bbas r\u0101d\u012bt\u0101jus"
    },
    "content": {
        "rendered": "<h2 class=\"wp-block-heading\"><strong>P\u0101rsteidzo\u0161i fakti par klientu viedok\u013ciem<\/strong><\/h2>\n\n\n\n<p>Vai zin\u0101j\u0101t, ka 91% neapmierin\u0101to klientu vienk\u0101r\u0161i neatgriez\u012bsies uz\u0146\u0113mum\u0101, kas, vi\u0146upr\u0101t, ir nepilnv\u0113rt\u012bgs? Vi\u0146i nerad\u012bs satraukumu, neaizpild\u012bs s\u016bdz\u012bbu karti - vi\u0146i vienk\u0101r\u0161i pazud\u012bs. Digit\u0101laj\u0101 laikmet\u0101, ka klientu balsis var bezgal\u012bgi atbalsoties soci\u0101lo mediju z\u0101l\u0113s, ir p\u0101rsteidzo\u0161i, cik daudzi uz\u0146\u0113mumi ir kurli pret savu klientu patieso viedok\u013cu kori.<\/p>\n\n\n\n<!--more-->\n\n\n\n<p>Iemesls? Past\u0101v bezdibenis - at\u0161\u0137ir\u012bba, jo daudzi uz\u0146\u0113mumi neizmanto pietiekami asus apsekojumu m\u0113r\u0137us, lai izprastu klienta pa\u0161a pieredzi. Bez \u0161iem m\u0113r\u0137iem j\u016bsu klientu apmierin\u0101t\u012bbas aptaujas var b\u016bt tikai bultas \u0161au\u0161ana tums\u0101, cerot tr\u0101p\u012bt m\u0113r\u0137\u012b, kas par\u0101da, ko dom\u0101 un j\u016bt j\u016bsu klienti.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>K\u0101p\u0113c j\u016bsu aptaujas var b\u016bt neatbilsto\u0161as m\u0113r\u0137im<\/strong><\/h2>\n\n\n\n<p>Tas ir bie\u017ei sastopams st\u0101sts: uz\u0146\u0113mums nos\u016bta aptauju ar da\u017e\u0101diem jaut\u0101jumiem, cerot g\u016bt ieskatu sav\u0101 klientu m\u0101j\u0101. Ta\u010du bez skaidra m\u0113r\u0137a \u0161\u012bs aptaujas var beigties k\u0101 slikti izpl\u0101nots m\u012bklains rom\u0101ns, kur\u0101 p\u0101r\u0101k daudz tiek atst\u0101ts izt\u0113lei un nav pietiekami pamatotu secin\u0101jumu.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"300\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-300x300.png\" alt=\"Klients izv\u0113las vienu no diviem ce\u013ciem, kas simboliz\u0113 strat\u0113\u0123isko un nestrat\u0113\u0123isko aptaujas pieeju bez noteiktiem aptaujas m\u0113r\u0137iem.\" class=\"wp-image-1359\" style=\"object-fit:cover\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-300x300.png 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-150x150.png 150w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-768x768.png 768w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-12x12.png 12w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511.png 1024w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/figure>\n<\/div>\n\n\n<p>Atceros k\u0101das uz\u0146\u0113muma \u012bpa\u0161nieces D\u017eeinas \"aha\" br\u012bdi, kura teica: \"M\u016bsu aptaujas bija k\u0101 t\u012bklu me\u0161ana oke\u0101n\u0101 un cer\u012bba no\u0137ert konkr\u0113tu dz\u012bvi. Tikai tad, kad m\u0113s s\u0101k\u0101m izmantot asu \u0161\u0137\u0113pu, m\u0113r\u0137tiec\u012bgus apsekojuma m\u0113r\u0137us, m\u0113s no\u0137\u0113r\u0101m inform\u0101ciju, ko paties\u012bb\u0101 zvejoj\u0101m\".<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>M\u0113r\u0137is #1 - Klientu s\u0101pju punktu noteik\u0161ana<\/strong><\/h2>\n\n\n\n<p>Jebkura efekt\u012bva p\u0113t\u012bjuma st\u016brakmens ir t\u0101 sp\u0113ja <a href=\"https:\/\/blog.hubspot.com\/service\/benefits-of-customer-feedback\">prec\u012bzi noteikt klientu s\u0101pju punktus.<\/a>. Prec\u012bzi formul\u0113ts jaut\u0101jums var b\u016bt k\u0101 maiga zond\u0113\u0161ana klientu neapmierin\u0101t\u012bbas m\u012bkstajos audos, atkl\u0101jot probl\u0113mas, par kuru esam\u012bbu j\u016bs, iesp\u0113jams, pat nenojaut\u0101t.<\/p>\n\n\n\n<p>Piem\u0113ram, viet\u0113j\u0101 gr\u0101matn\u012bca, kas paman\u012bja p\u0101rdo\u0161anas apjoma kritumu. Vi\u0146i veica aptauju, lai noskaidrotu s\u0101pju punktus. Atbild\u0113s atkl\u0101j\u0101s kop\u012bga iez\u012bme: klienti uzskat\u012bja, ka kases process ir apgr\u016btino\u0161s. Veikals uz to rea\u0123\u0113ja, racionaliz\u0113jot maks\u0101jumu sist\u0113mu, un n\u0101kam\u0101 v\u0113stures sada\u013ca bija izgl\u0101b\u0161an\u0101s, un p\u0101rdo\u0161anas apjomi atkal pieauga.<\/p>\n\n\n\n<p>Identific\u0113jot konkr\u0113tas jomas, kur\u0101s klienti saskaras ar berzi, j\u016bs varat p\u0101rv\u0113rst potenci\u0101los \u0161\u0137\u0113r\u0161\u013cus, kas trauc\u0113 nosl\u0113gt dar\u012bjumu, par lielisk\u0101m iesp\u0113j\u0101m veikt uzlabojumus. Labi m\u0113r\u0137tiec\u012bgs apsekojuma jaut\u0101jums ne tikai noskr\u0101p\u0113 virsmu, bet ar\u012b iedzi\u013cin\u0101s, lai atkl\u0101tu probl\u0113mas sakni, dodot jums iesp\u0113ju ne tikai labot situ\u0101ciju, bet ar\u012b patiesi iz\u0101rst\u0113t attiec\u012bbas ar klientiem.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>M\u0113r\u0137is #2 - Klientu apmierin\u0101t\u012bbas hipot\u0113\u017eu apstiprin\u0101\u0161ana<\/strong><\/h2>\n\n\n\n<p>Katram uz\u0146\u0113mumam ir p\u0101rliec\u012bba par to, kas apmierina t\u0101 klientus. Bet vai \u0161ie uzskati ir balst\u012bti realit\u0101t\u0113? Otrais m\u0113r\u0137is ir saist\u012bts ar hipot\u0113\u017eu veido\u0161anu un apstiprin\u0101\u0161anu par klientu apmierin\u0101t\u012bbu.<\/p>\n\n\n\n<p>Iedom\u0101jieties tehnolo\u0123iju uz\u0146\u0113mumu, kas uzskata, ka \u0101tra atbildes reakcija ir klientu apmierin\u0101t\u012bbas virsotne. Vi\u0146i izvirz\u012bja hipot\u0113zi, ka, ja vi\u0146i sp\u0113tu atbild\u0113t uz klientu jaut\u0101jumiem stundas laik\u0101, apmierin\u0101t\u012bbas r\u0101d\u012bt\u0101ji strauji pieaugtu. Kad vi\u0146i to p\u0101rbaud\u012bja, vi\u0146i atkl\u0101ja p\u0101rsteidzo\u0161u faktu - \u0101trums nav viss. Klienti vair\u0101k nov\u0113rt\u0113ja r\u016bp\u012bgas, personaliz\u0113tas atbildes nek\u0101 sasteigtu atbildi. Mainot strat\u0113\u0123iju, lai galveno uzman\u012bbu piev\u0113rstu kvalit\u0101tei, nevis \u0101trumam, klientu apmierin\u0101t\u012bbas r\u0101d\u012bt\u0101ji ne tikai pieauga, bet ar\u012b strauji palielin\u0101j\u0101s.<\/p>\n\n\n\n<p>M\u0101c\u012bba? Izmantojiet aptaujas ne tikai, lai apstiprin\u0101tu to, ko dom\u0101jat, ka zin\u0101t, bet ar\u012b lai ap\u0161aub\u012btu savus pie\u0146\u0113mumus un vajadz\u012bbas gad\u012bjum\u0101 main\u012btu savu nost\u0101ju.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>M\u0113r\u0137is #3 - Klientu iesaistes l\u012bme\u0146u nov\u0113rt\u0113\u0161ana<\/strong><\/h2>\n\n\n\n<p>Iesaist\u012b\u0161an\u0101s ir j\u016bsu uz\u0146\u0113muma ener\u0123ija - bez t\u0101s pat visuztic\u012bg\u0101kie klienti var k\u013c\u016bt neakt\u012bvi. Tre\u0161ais m\u0113r\u0137is ir v\u0113rsts uz klientu mijiedarb\u012bbas vitalit\u0101tes nov\u0113rt\u0113\u0161anu.<\/p>\n\n\n\n<p>Viens no veidiem, k\u0101 nov\u0113rt\u0113t iesaist\u012b\u0161anos, ir veikt aptaujas, kur\u0101s tiek noskaidrots, k\u0101 klienti mijiedarbojas ar j\u016bsu z\u012bmolu. Vai vi\u0146i seko jums soci\u0101lajos pla\u0161sazi\u0146as l\u012bdzek\u013cos? Vai vi\u0146i lasa j\u016bsu e-pastus? Iek\u013caujot jaut\u0101jumus, kas atspogu\u013co \u0161o uzved\u012bbu, j\u016bs ieg\u016bsiet skaidru priek\u0161statu par iesaist\u012b\u0161anos, kas p\u0101rsniedz p\u0101rdo\u0161anas r\u0101d\u012bt\u0101jus.<\/p>\n\n\n\n<p>Piem\u0113ram, k\u0101ds ap\u0123\u0113rbu veikals paman\u012bja, ka t\u0101 lojalit\u0101tes programmas atsauc\u012bba ir v\u0101ja. Veicot m\u0113r\u0137tiec\u012bgas aptaujas, vi\u0146i atkl\u0101ja, ka klienti v\u0113las vair\u0101k nek\u0101 tikai punktus un priek\u0161roc\u012bbas, vi\u0146i v\u0113las kopienu. Veikals s\u0101ka r\u012bkot pas\u0101kumus un darbsemin\u0101rus, radot dinamisku z\u012bmola kopienu. Rezult\u0101ts? Iesaist\u012b\u0161an\u0101s r\u0101d\u012bt\u0101ji strauji pieauga, un lojalit\u0101tes programma k\u013cuva popul\u0101ra. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"585\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-1024x585.webp\" alt=\"Sabiedr\u012bbas pas\u0101kums boutique ap\u0123\u0113rbu veikal\u0101, kas palielina klientu iesaisti.\" class=\"wp-image-1357\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-1024x585.webp 1024w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-300x171.webp 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-150x86.webp 150w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-768x439.webp 768w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-1536x878.webp 1536w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-18x10.webp 18w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store.webp 1792w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>M\u0113r\u0137is #4 - Klientu uz\u0146em\u0161anas pieredzes optimiz\u0113\u0161ana<\/strong><\/h2>\n\n\n\n<p>Pirmais iespaids ir svar\u012bgs, un nekur citur tas nav tik b\u016btiski k\u0101 klientu uz\u0146em\u0161anas pieredz\u0113. Ceturtais m\u0113r\u0137is nodro\u0161ina, ka jaunie klienti jau no pa\u0161a s\u0101kuma j\u016btas gaid\u012bti un inform\u0113ti.<\/p>\n\n\n\n<p>K\u0101ds B2B SaaS uz\u0146\u0113mums to uzzin\u0101ja no pirmavota, ka aptaujas atsauksmes liecin\u0101ja, ka jaunie lietot\u0101ji uzskata, ka vi\u0146u platforma ir p\u0101r\u0146emo\u0161a. Ievie\u0161ot pak\u0101penisku ievades e-pasta v\u0113stu\u013cu sec\u012bbu, kas balst\u012bta uz lietot\u0101ju aptaujas atbild\u0113m, vi\u0146i personaliz\u0113ja m\u0101c\u012b\u0161an\u0101s l\u012bkni. Jaunie klienti sa\u0146\u0113ma saturu, kas bija piel\u0101gots vi\u0146u tempam un zin\u0101\u0161anu l\u012bmenim. \u0160\u012b piel\u0101go\u0161ana noveda pie izm\u0113r\u0101ma klientu skaita samazin\u0101\u0161an\u0101s agr\u012bn\u0101 posm\u0101 un pozit\u012bvu atsauksmju skaita pieauguma.<\/p>\n\n\n\n<p>Izmantojot labi izstr\u0101d\u0101tas aptaujas, uz\u0146\u0113mums p\u0101rv\u0113rta sare\u017e\u0123\u012bto ievad\u012b\u0161anas labirintu par ekskursiju ar gidu, jau pa\u0161\u0101 s\u0101kum\u0101 g\u016bstot klientu uztic\u012bbu.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>M\u0113r\u0137is #5 - Ideju mekl\u0113\u0161ana par n\u0101kotnes funkcij\u0101m<\/strong><\/h2>\n\n\n\n<p>Inov\u0101cijas nenotiek vakuum\u0101 - t\u0101s plaukst, pateicoties klientu atsauksm\u0113m. Piektais aptaujas m\u0113r\u0137is ir saist\u012bts ar j\u016bsu klientu kop\u012bg\u0101 rado\u0161uma izmanto\u0161anu, lai ieviestu inov\u0101cijas un att\u012bst\u012btu j\u016bsu produktu pied\u0101v\u0101jumu.<\/p>\n\n\n\n<p>Piem\u0113ram, st\u0101sts par sp\u0113\u013cu aplik\u0101ciju uz\u0146\u0113mumu, kas izmantoja aptaujas, lai apjaut\u0101tu sp\u0113l\u0113t\u0101jus par to, k\u0101das funkcijas vi\u0146i v\u0113l\u0113tos redz\u0113t. Liel\u0101k\u0101 da\u013ca atbil\u017eu bija par kopienas vad\u012btu dizaina r\u012bku lietotn\u0113. Uz\u0146\u0113mums ieklaus\u012bj\u0101s, un izveidot\u0101 funkcija k\u013cuva par sens\u0101ciju, piesaistot arvien vair\u0101k lietot\u0101ju, kuri v\u0113l\u0113j\u0101s personaliz\u0113tu sp\u0113\u013cu pieredzi.<\/p>\n\n\n\n<p>\u0160is m\u0113r\u0137is uzsver dzi\u013co paties\u012bbu, ka da\u017ek\u0101rt n\u0101kam\u0101 liel\u0101 ideja ir tikai viena klienta koment\u0101ra att\u0101lum\u0101.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Prec\u012bza apsekojuma veido\u0161ana<\/strong><\/h2>\n\n\n\n<p>Aptaujas izveide ir meistar\u012bba, kas prasa uzman\u012bbu deta\u013c\u0101m un dzi\u013cu izpratni par j\u016bsu m\u0113r\u0137iem. Lai prec\u012bzi izveidotu savu aptauju:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>S\u0101ciet ar skaidru m\u0113r\u0137u kopumu. Ko j\u016bs patie\u0161\u0101m v\u0113laties iem\u0101c\u012bties?<\/li>\n\n\n\n<li>Izstr\u0101d\u0101jiet konkr\u0113tus, objekt\u012bvus un ar katru m\u0113r\u0137i saska\u0146otus jaut\u0101jumus.<\/li>\n\n\n\n<li>Izlemiet, kur\u0101 br\u012bd\u012b klientu ce\u013cojuma posm\u0101 izvietot katru aptauju, lai nodro\u0161in\u0101tu maksim\u0101lu atbilst\u012bbu un atbil\u017eu l\u012bmeni.<\/li>\n\n\n\n<li>Lai ieg\u016btu gan kvantitat\u012bvus, gan kvalitat\u012bvus datus, izmantojiet atv\u0113rtus un sl\u0113gtus jaut\u0101jumus.<\/li>\n\n\n\n<li>P\u0101rbaudiet aptaujas skaidr\u012bbu un garumu, lai p\u0101rliecin\u0101tos, ka t\u0101 nav saist\u012bta ar klienta laiku un intelektu.<\/li>\n\n\n\n<li>Nep\u0101rtraukti analiz\u0113jiet datus un pilnveidojiet savu pieeju, lai t\u0101 atbilstu klientu vajadz\u012bb\u0101m un v\u0113lm\u0113m.<\/li>\n<\/ul>\n\n\n\n<p>P\u0101rdom\u0101jiet savas pa\u0161reiz\u0113j\u0101s apsekojumu strat\u0113\u0123ijas. Vai t\u0101s ir piel\u0101gotas, lai ieg\u016btu vajadz\u012bgo inform\u0101ciju, vai ar\u012b ir pien\u0101cis laiks integr\u0113t \u0161\u012bs jaun\u0101s, m\u0113r\u0137tiec\u012bg\u0101s idejas?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Turpm\u0101kie so\u013ci un resursi<\/strong><\/h2>\n\n\n\n<p>Jums ir m\u0113r\u0137i, strat\u0113\u0123ija, bet k\u0101 j\u016bs to \u012bstenosiet? \u0160eit ir vieta, kur <a href=\"htps:\/\/www.surveyrock.com\/home\/\">SurveyRock <\/a>so\u013ci. Abon\u0113jot SurveyRock <a href=\"https:\/\/www.surveyrock.com\/site\/signup\">bezmaksas tie\u0161saistes aptaujas<\/a>, varat s\u0101kt veidot aptaujas ar t\u0101du precizit\u0101ti, par k\u0101du m\u0113s run\u0101j\u0101m. Neatkar\u012bgi no t\u0101, vai esat tikko uzs\u0101cis uz\u0146\u0113m\u0113jdarb\u012bbu vai jau nostiprin\u0101jies z\u012bmols, ar \u0161o r\u012bku pal\u012bdz\u012bbu var\u0113siet dro\u0161i klaus\u012bties, m\u0101c\u012bties un vad\u012bt.<\/p>\n\n\n\n<p>Ne\u013caujiet, lai v\u0113l viena diena paiet ar neatbild\u0113tu klientu viedok\u013cu atbals\u012bm. 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