{ "id": 413, "date": "2015-05-28T17:48:25", "date_gmt": "2015-05-28T15:48:25", "guid": { "rendered": "http:\/\/www.surveyrock.com\/blog\/?p=413" }, "modified": "2020-10-19T16:17:08", "modified_gmt": "2020-10-19T14:17:08", "slug": "when-to-conduct-customer-satisfaction-surveys", "status": "publish", "type": "post", "link": "http:\/\/www.surveyrock.com\/blog\/nl\/wanneer-klanttevredenheids-onderzoeken-uitvoeren\/", "title": { "rendered": "Wanneer klanttevredenheidsonderzoeken uitvoeren?" }, "content": { "rendered": "

Klanttevredenheid is direct gekoppeld aan winstgevendheid. Als uw klanten tevreden zijn, zijn ze vaak loyaal. Als ze loyaal zijn, kopen ze niet alleen meer, maar verwijzen ze ook andere klanten door. We hebben een aantal sjablonen voor klanttevredenheidsonderzoek<\/a> om je in een paar minuten aan de gang te krijgen.<\/p>\n\n\n\n\n\n\n\n

Uit beproefd onderzoek van Bain & Company bleek dat voor veel bedrijven een toename van 5% in klantenbinding de winst met 25% tot 95% kan doen toenemen. Uit dezelfde studie bleek dat het zes tot zeven keer meer kost om een nieuwe klant te winnen dan een bestaande klant te behouden.<\/p>\n\n\n\n

Bovendien kan \u00e9\u00e9n slechte ervaring zwaarder wegen dan een heleboel goede ervaringen. Slechte ervaringen kunnen snel worden uitgezonden naar tientallen, honderden of duizenden andere klanten, waardoor de impact wordt vergroot. Dus als uw bedrijf iets doet dat klanten frustreert, moet u dat meteen weten.<\/p>\n\n\n\n

Het is van cruciaal belang dat klanten de kans krijgen om feedback te geven over hun algemene tevredenheidsniveau en specifieke sympathie\u00ebn en antipathie\u00ebn. Het is zelfs belangrijk om consequent die input te meten en te controleren. Zonder een effectief klanttevredenheidsonderzoek programma zal uw bedrijf business verliezen, kansen missen, en zichzelf in een nadelige concurrentiepositie plaatsen.<\/p>\n\n\n\n

\"Klok<\/a><\/figure><\/div>\n\n\n\n

Veel bedrijven vragen zich af hoe vaak zij klanttevredenheidsonderzoeken moeten uitvoeren. Het antwoord hangt af van de omvang van het klantenbestand en het doel van het onderzoek. Er zijn twee
belangrijke soorten enqu\u00eates, en zij dienen zeer verschillende doeleinden:<\/p>\n\n\n\n

  • Transactie-enqu\u00eates vragen de gebruiker van het product of de dienst rechtstreeks om feedback over die specifieke ontmoeting. Ze worden onmiddellijk na elke klanttransactie uitgevoerd. Een enqu\u00eate kan bijvoorbeeld worden gehouden na een aankoop of een ervaring met een klantenservice.<\/li>
  • Relatiesurveys verzamelen gegevens van mensen die een voortdurende relatie met het bedrijf hebben en meerdere transacties hebben gehad. Het zijn regelmatig geplande enqu\u00eates, vaak elk kwartaal.<\/li><\/ul>\n\n\n\n

    Transactionele enqu\u00eates worden verzonden naar goeddunken van degene die contact heeft met klanten - maar de gegevens moeten worden verzameld onmiddellijk na de interactie, terwijl de ervaring nog vers is in
    de geest van de klant.<\/p>\n\n\n\n

    Relatieonderzoeken moeten over een jaar worden gespreid. Hier zijn een paar punten om in gedachten te houden:<\/p>\n\n\n\n

    • Als er voor elk jaar slechts \u00e9\u00e9n gegevenspunt is, kan \u00e9\u00e9n enkele gebeurtenis een grote invloed hebben op de resultaten<\/li>
    • Voor ondernemingen met een voldoende groot klantenbestand - ten minste 10.000 - kunnen relatieonderzoeken continu worden uitgevoerd, maar kan hierover op maandbasis worden gerapporteerd om de effecten van seizoensinvloeden of eenmalige gebeurtenissen te ondervangen<\/li><\/ul>\n\n\n\n

      In veel gevallen kan het passend zijn om zowel transactie- als relatieonderzoek uit te voeren. Een bedrijf kan bijvoorbeeld transactioneel onderzoek uitvoeren voor klantenservicedoeleinden en relatieonderzoek voor routinecontroles van de gezondheid van het bedrijf.<\/p>", "protected": false }, "excerpt": { "rendered": "

      Klanttevredenheid is direct gekoppeld aan winstgevendheid. Als je klanten tevreden zijn, zijn ze meestal loyaal. Als ze loyaal zijn, kopen ze niet alleen meer, ze verwijzen ook andere klanten door. We hebben een aantal sjablonen voor klanttevredenheidsonderzoeken waarmee je binnen enkele minuten aan de slag kunt.<\/p>", "protected": false }, "author": 3, "featured_media": 416, "comment_status": "open", "ping_status": "open", "sticky": false, "template": "", "format": "standard", "meta": { "footnotes": "" }, "categories": [ 58 ], "tags": [ 59, 45, 53 ], "class_list": [ "post-413", "post", "type-post", "status-publish", "format-standard", "has-post-thumbnail", "hentry", "category-customer-surveys", "tag-customer-satisfaction", "tag-customer-satisfaction-survey", "tag-customer-surveys" ], "yoast_head": "\nWanneer klanttevredenheidsonderzoeken uitvoeren | SurveyRock<\/title>\n<meta name=\"description\" content=\"Er zijn twee hoofdtypen klanttevredenheidsonderzoeken, transactionele en relatieonderzoeken, en zij dienen elk zeer verschillende doeleinden.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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