{ "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\/pt\/cinco-dicas-para-um-inquerito-de-satisfacao-do-cliente-bem-sucedido\/", "title": { "rendered": "Cinco Dicas para uma Pesquisa de Satisfa\u00e7\u00e3o do Cliente bem sucedida" }, "content": { "rendered": "

\"Inquira os seus actuais clientes\" \u00e9 uma sugest\u00e3o comum para ajudar o seu neg\u00f3cio a crescer. N\u00f3s aqui no SurveyRock sabemos o quanto \u00e9 importante fazer uma pesquisa com os seus clientes para o seu sucesso e queremos que as suas pesquisas de satisfa\u00e7\u00e3o do cliente o ajudem a obter insights accion\u00e1veis que voc\u00ea possa realmente usar.<\/p>\n\n\n\n\n\n\n\n

\"Satisfa\u00e7\u00e3o_do_cliente_Enquadramento\"\/<\/figure><\/div>\n\n\n\n

Elimine o trabalho de adivinha\u00e7\u00e3o e siga estes cinco princ\u00edpios de design de question\u00e1rio para clientes:<\/p>\n\n\n\n

1. Pe\u00e7a satisfa\u00e7\u00e3o geral no in\u00edcio da pesquisa.<\/strong> Isto lhe permitir\u00e1 medir as impress\u00f5es gerais dos clientes sobre a sua empresa, produto ou servi\u00e7o antes que eles comecem a pensar em aspectos espec\u00edficos dessas rela\u00e7\u00f5es. O nosso Pergunta de Pontua\u00e7\u00e3o do Promotor L\u00edquido (NPS)<\/a> e modelo s\u00e3o ideais aqui.<\/p>\n\n\n\n

2. Utilize uma escala de 5 pontos de satisfa\u00e7\u00e3o.<\/strong> As escalas de perguntas devem ter etiquetas descritivas associadas aos n\u00fameros, e a parte superior da escala deve significar que os clientes est\u00e3o verdadeiramente \"impressionados\".<\/p>\n\n\n\n

3. Seja consistente com a sua formula\u00e7\u00e3o de perguntas.<\/strong> A coer\u00eancia \u00e9 fundamental na pesquisa de satisfa\u00e7\u00e3o do cliente. As escalas de perguntas devem ser consistentes dentro de um question\u00e1rio espec\u00edfico, bem como ao longo do tempo. As principais medidas de satisfa\u00e7\u00e3o do cliente, incluindo a quest\u00e3o da satisfa\u00e7\u00e3o geral e as que se referem a aspectos espec\u00edficos da rela\u00e7\u00e3o, devem todas usar a mesma escala.<\/p>\n\n\n\n

4. Manter a pesquisa curta e concentrada.<\/strong> Concentre-se em obter uma leitura sobre a rela\u00e7\u00e3o dos seus clientes com voc\u00ea. Evite a tenta\u00e7\u00e3o de perguntar tudo o que voc\u00ea sempre quis saber. Quanto mais terreno voc\u00ea tentar cobrir, mais prov\u00e1vel \u00e9 que os inquiridos abandonem a pesquisa.<\/p>\n\n\n\n

5. Fa\u00e7a perguntas demogr\u00e1ficas ou \"firmogr\u00e1ficas\".<\/strong> A consulta de dados demogr\u00e1ficos ou firmogr\u00e1ficos (tipo e tamanho da empresa ou ind\u00fastria) permite analisar os dados por diferentes subgrupos - tais como novos clientes ou clientes regionais. Considere hip\u00f3teses sobre perfis de clientes que possam afetar a satisfa\u00e7\u00e3o e inclua perguntas que capturem esses dados.<\/p>\n\n\n\n

Lembre-se que a satisfa\u00e7\u00e3o de seus clientes est\u00e1 diretamente ligada \u00e0 rentabilidade - clientes satisfeitos compram mais e indicam outros clientes.<\/p>\n\n\n\n



Net Promoter\u00ae e NPS\u00ae s\u00e3o marcas registadas da Satmetrix Systems, Inc., Bain & Company e Fred Reichheld.<\/p>", "protected": false }, "excerpt": { "rendered": "

\"Inquira os seus actuais clientes\" \u00e9 uma sugest\u00e3o comum para ajudar o seu neg\u00f3cio a crescer. 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