{
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    "date": "2015-05-28T17:48:25",
    "date_gmt": "2015-05-28T15:48:25",
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    "modified_gmt": "2020-10-19T14:17:08",
    "slug": "when-to-conduct-customer-satisfaction-surveys",
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    "link": "http:\/\/www.surveyrock.com\/blog\/pl\/kiedy-przeprowadzac-badania-satysfakcji-klienta\/",
    "title": {
        "rendered": "Kiedy przeprowadza\u0107 badania satysfakcji klienta?"
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        "rendered": "<p>Zadowolenie klienta jest bezpo\u015brednio zwi\u0105zane z zyskowno\u015bci\u0105. Je\u015bli Twoi klienci s\u0105 zadowoleni, maj\u0105 tendencj\u0119 do bycia lojalnymi. Je\u015bli s\u0105 lojalni, to nie tylko kupuj\u0105 wi\u0119cej, ale r\u00f3wnie\u017c polecaj\u0105 innych klient\u00f3w. Mamy wiele przyk\u0142ad\u00f3w <a href=\"https:\/\/www.surveyrock.com\/home\/customer-satisfaction-surveys.html\" target=\"_blank\" rel=\"noreferrer noopener\">szablony ankiet satysfakcji klienta<\/a> aby\u015b m\u00f3g\u0142 zacz\u0105\u0107 dzia\u0142a\u0107 w ci\u0105gu kilku minut.<\/p>\n\n\n\n<!--more-->\n\n\n\n<p>Badania przeprowadzone przez Bain &amp; Company wykaza\u0142y, \u017ce dla wielu firm, wzrost o 5% w utrzymaniu klienta mo\u017ce zwi\u0119kszy\u0107 zyski o 25% do 95%. To samo badanie wykaza\u0142o, \u017ce pozyskanie nowego klienta kosztuje sze\u015b\u0107 do siedmiu razy wi\u0119cej ni\u017c utrzymanie istniej\u0105cego.<\/p>\n\n\n\n<p>Co wi\u0119cej, jedno z\u0142e do\u015bwiadczenie mo\u017ce przewa\u017cy\u0107 nad ca\u0142\u0105 mas\u0105 dobrych do\u015bwiadcze\u0144. Z\u0142e do\u015bwiadczenia mog\u0105 by\u0107 szybko rozes\u0142ane do dziesi\u0105tek, setek lub tysi\u0119cy innych klient\u00f3w, powi\u0119kszaj\u0105c sw\u00f3j wp\u0142yw. Je\u015bli wi\u0119c Twoja firma robi co\u015b, co frustruje klient\u00f3w, musisz o tym wiedzie\u0107 od razu.<\/p>\n\n\n\n<p>Niezwykle wa\u017cne jest, aby da\u0107 klientom mo\u017cliwo\u015b\u0107 przekazania informacji zwrotnej na temat ich og\u00f3lnego poziomu zadowolenia oraz konkretnych upodoba\u0144. R\u00f3wnie wa\u017cne jest, aby konsekwentnie mierzy\u0107 i monitorowa\u0107 te dane. Bez skutecznego programu badania satysfakcji klienta, Twoja firma b\u0119dzie traci\u0107 klient\u00f3w, traci\u0107 szanse i stawia\u0107 si\u0119 w niekorzystnej sytuacji konkurencyjnej.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"http:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2015\/04\/Clock-And-Calendar.jpg\"><img decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2015\/04\/Clock-And-Calendar.jpg\" alt=\"Zegar i kalendarz\"\/><\/a><\/figure><\/div>\n\n\n\n<p>Wiele firm zastanawia si\u0119, jak cz\u0119sto powinny przeprowadza\u0107 badania satysfakcji klienta. Odpowied\u017a na to pytanie zale\u017cy od wielko\u015bci bazy klient\u00f3w oraz celu badania. Istniej\u0105 dwie mo\u017cliwo\u015bci<br>kluczowe rodzaje ankiet, kt\u00f3re s\u0142u\u017c\u0105 bardzo r\u00f3\u017cnym celom:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Ankiety transakcyjne maj\u0105 na celu uzyskanie informacji zwrotnej bezpo\u015brednio od u\u017cytkownika produktu lub us\u0142ugi na temat danego spotkania. S\u0105 one przeprowadzane bezpo\u015brednio po ka\u017cdej transakcji klienta.  Na przyk\u0142ad, ankieta mo\u017ce by\u0107 przeprowadzona po dokonaniu zakupu lub do\u015bwiadczenia zwi\u0105zanego z obs\u0142ug\u0105 klienta.<\/li><li>Ankiety relacyjne zbieraj\u0105 dane od os\u00f3b, kt\u00f3re pozostaj\u0105 w sta\u0142ym kontakcie z firm\u0105 i dokona\u0142y wielu transakcji. S\u0105 to ankiety przeprowadzane regularnie, cz\u0119sto raz na kwarta\u0142.<\/li><\/ul>\n\n\n\n<p>Ankiety transakcyjne s\u0105 wysy\u0142ane wed\u0142ug uznania ka\u017cdego, kto ma kontakt z klientem - ale dane powinny by\u0107 zbierane natychmiast po interakcji, gdy do\u015bwiadczenie jest jeszcze \u015bwie\u017ce.<br>w umy\u015ble klienta.<\/p>\n\n\n\n<p>Ankiety dotycz\u0105ce relacji powinny by\u0107 roz\u0142o\u017cone w czasie na przestrzeni roku. Oto kilka punkt\u00f3w, o kt\u00f3rych warto pami\u0119ta\u0107:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Je\u015bli dla ka\u017cdego roku jest tylko jeden punkt danych, pojedyncze wydarzenie mo\u017ce mie\u0107 du\u017cy wp\u0142yw na wyniki<\/li><li>W przypadku firm posiadaj\u0105cych wystarczaj\u0105co du\u017c\u0105 baz\u0119 klient\u00f3w - co najmniej 10 000 - badania relacji mog\u0105 by\u0107 prowadzone w spos\u00f3b ci\u0105g\u0142y, ale raportowane w okresach miesi\u0119cznych w celu uwzgl\u0119dnienia efekt\u00f3w sezonowo\u015bci lub pojedynczych zdarze\u0144.<\/li><\/ul>\n\n\n\n<p>W wielu przypadkach w\u0142a\u015bciwe mo\u017ce by\u0107 prowadzenie zar\u00f3wno bada\u0144 transakcyjnych, jak i bada\u0144 relacji. Na przyk\u0142ad, firma mo\u017ce przeprowadza\u0107 badania transakcyjne dla cel\u00f3w obs\u0142ugi klienta oraz badania relacji dla rutynowych kontroli kondycji firmy.<\/p>",
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        "rendered": "<p>Zadowolenie klient\u00f3w jest bezpo\u015brednio powi\u0105zane z rentowno\u015bci\u0105. Je\u015bli klienci s\u0105 zadowoleni, staj\u0105 si\u0119 lojalni. Je\u015bli s\u0105 lojalni, nie tylko kupuj\u0105 wi\u0119cej, ale tak\u017ce polecaj\u0105 innych klient\u00f3w. Dysponujemy wieloma szablonami ankiet satysfakcji klienta, kt\u00f3re pozwol\u0105 Ci rozpocz\u0105\u0107 prac\u0119 w ci\u0105gu kilku minut.<\/p>",
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