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    "slug": "when-to-conduct-customer-satisfaction-surveys",
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        "rendered": "Quando realizar pesquisas de satisfa\u00e7\u00e3o do cliente"
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        "rendered": "<p>A satisfa\u00e7\u00e3o do cliente est\u00e1 diretamente ligada \u00e0 rentabilidade. Se os seus clientes est\u00e3o satisfeitos, eles tendem a ser leais. Se eles s\u00e3o leais, n\u00e3o s\u00f3 compram mais, como tamb\u00e9m indicam outros clientes. N\u00f3s temos um n\u00famero de <a href=\"https:\/\/www.surveyrock.com\/home\/customer-satisfaction-surveys.html\" target=\"_blank\" rel=\"noreferrer noopener\">modelos de inqu\u00e9ritos de satisfa\u00e7\u00e3o de clientes<\/a> para o p\u00f4r a funcionar em minutos.<\/p>\n\n\n\n<!--more-->\n\n\n\n<p>Uma pesquisa bem estabelecida da Bain &amp; Company descobriu que, para muitas empresas, um aumento de 5% na reten\u00e7\u00e3o de clientes pode aumentar os lucros em 25% para 95%. O mesmo estudo descobriu que custa seis a sete vezes mais para conquistar um novo cliente do que para manter um j\u00e1 existente.<\/p>\n\n\n\n<p>Al\u00e9m disso, uma m\u00e1 experi\u00eancia pode superar um monte de boas experi\u00eancias. As m\u00e1s experi\u00eancias podem ser rapidamente transmitidas a dezenas, centenas ou milhares de outros clientes, ampliando o seu impacto. Portanto, se o seu neg\u00f3cio est\u00e1 fazendo algo que frustra os clientes, voc\u00ea precisa saber imediatamente.<\/p>\n\n\n\n<p>\u00c9 fundamental dar aos clientes a oportunidade de dar feedback sobre o seu n\u00edvel geral de satisfa\u00e7\u00e3o e gostos e avers\u00f5es espec\u00edficas. \u00c9 igualmente importante medir e monitorizar consistentemente esse input. Sem um programa eficaz de pesquisa de satisfa\u00e7\u00e3o do cliente em vigor, sua empresa estar\u00e1 perdendo neg\u00f3cios, perdendo oportunidades e se colocando em desvantagem competitiva.<\/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=\"Rel\u00f3gio e Calend\u00e1rio\"\/><\/a><\/figure><\/div>\n\n\n\n<p>Muitas empresas se perguntam com que frequ\u00eancia devem realizar pesquisas de satisfa\u00e7\u00e3o de clientes. A resposta depende do tamanho da base de clientes e do objetivo da pesquisa. Existem dois<br>principais tipos de pesquisas, e elas servem a prop\u00f3sitos muito diferentes:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>As pesquisas transacionais solicitam feedback diretamente do utilizador do produto ou servi\u00e7o sobre esse encontro em particular. Elas s\u00e3o realizadas imediatamente ap\u00f3s cada transa\u00e7\u00e3o do cliente.  Por exemplo, uma pesquisa pode ser administrada ap\u00f3s a compra ou ap\u00f3s a experi\u00eancia de atendimento ao cliente.<\/li><li>As pesquisas de relacionamento coletam contribui\u00e7\u00f5es de pessoas que t\u00eam um relacionamento cont\u00ednuo com a empresa e que tiveram m\u00faltiplas transa\u00e7\u00f5es. S\u00e3o pesquisas regularmente agendadas, muitas vezes trimestralmente.<\/li><\/ul>\n\n\n\n<p>As pesquisas transacionais s\u00e3o enviadas a crit\u00e9rio de quem tem contato com os clientes - mas os dados devem ser coletados imediatamente ap\u00f3s a intera\u00e7\u00e3o, enquanto a experi\u00eancia ainda \u00e9 recente em<br>a mente do cliente.<\/p>\n\n\n\n<p>As pesquisas de relacionamento devem ser distribu\u00eddas ao longo de um ano. Aqui est\u00e3o alguns pontos a ter em mente:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Se houver apenas um ponto de dados para cada ano, um \u00fanico evento pode ter um grande impacto nos resultados<\/li><li>Para empresas com uma base de clientes suficientemente grande - pelo menos 10.000 - as pesquisas de relacionamento podem ser realizadas de forma cont\u00ednua, mas reportadas mensalmente para abordar os efeitos da sazonalidade ou eventos \u00fanicos<\/li><\/ul>\n\n\n\n<p>Em muitos casos, a realiza\u00e7\u00e3o de pesquisas transacionais e de relacionamento pode ser apropriada. Por exemplo, uma empresa pode conduzir pesquisas transacionais para fins de atendimento ao cliente e pesquisas de relacionamento para check-ups de rotina sobre a sa\u00fade do neg\u00f3cio.<\/p>",
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        "rendered": "<p>A satisfa\u00e7\u00e3o do cliente est\u00e1 diretamente ligada \u00e0 rentabilidade. Se os seus clientes est\u00e3o satisfeitos, tendem a ser fi\u00e9is. Se forem fi\u00e9is, n\u00e3o s\u00f3 compram mais, como tamb\u00e9m recomendam outros clientes. Temos uma s\u00e9rie de modelos de inqu\u00e9rito de satisfa\u00e7\u00e3o do cliente para o p\u00f4r a trabalhar em minutos.<\/p>",
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