{ "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_br\/cinco-dicas-para-uma-pesquisa-de-satisfacao-do-cliente-bem-sucedida\/", "title": { "rendered": "Cinco dicas para uma pesquisa de satisfa\u00e7\u00e3o do cliente bem sucedida" }, "content": { "rendered": "

\"Levantar seus clientes atuais\" \u00e9 uma sugest\u00e3o comum para ajudar seu neg\u00f3cio a crescer. N\u00f3s aqui da SurveyRock sabemos o quanto \u00e9 importante pesquisar seus clientes para seu sucesso e queremos que suas pesquisas de satisfa\u00e7\u00e3o do cliente o ajudem a obter insights acion\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

Eliminar o trabalho de adivinha\u00e7\u00e3o e seguir estes cinco princ\u00edpios de projeto de pesquisa de 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 sua empresa, produto ou servi\u00e7o antes que eles comecem a pensar em aspectos espec\u00edficos dessas rela\u00e7\u00f5es. Nosso Pergunta sobre a Pontua\u00e7\u00e3o do Promotor L\u00edquido (NPS)<\/a> e modelo s\u00e3o ideais aqui.<\/p>\n\n\n\n

2. Use uma escala de 5 pontos de satisfa\u00e7\u00e3o.<\/strong> Como 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 coerente com o texto de sua pergunta.<\/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 todos usar a mesma escala.<\/p>\n\n\n\n

4. Mantenha uma pesquisa curta e concentrada.<\/strong> Concentre-se em obter uma leitura sobre o relacionamento de 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 entrevistados abandonem a pesquisa.<\/p>\n\n\n\n

5. Fazer perguntas demogr\u00e1ficas ou \"firmogr\u00e1ficas\".<\/strong> Uma consulta de dados demogr\u00e1ficos ou firmogr\u00e1ficos (tipo e tamanho da empresa ou ind\u00fastria) permite analisar os dados por diferentes subgrupos - 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 de 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 registradas da Satmetrix Systems, Inc., Bain & Company e Fred Reichheld.<\/p>", "protected": false }, "excerpt": { "rendered": "

\"Levantar seus clientes atuais\" \u00e9 uma sugest\u00e3o comum para ajudar seu neg\u00f3cio a crescer. 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