{
    "id": 1356,
    "date": "2023-11-04T15:56:35",
    "date_gmt": "2023-11-04T14:56:35",
    "guid": {
        "rendered": "https:\/\/www.surveyrock.com\/blog\/?p=1356"
    },
    "modified": "2023-11-04T15:56:36",
    "modified_gmt": "2023-11-04T14:56:36",
    "slug": "5-must-know-survey-objectives-to-boost-customer-satisfaction-scores",
    "status": "publish",
    "type": "post",
    "link": "http:\/\/www.surveyrock.com\/blog\/ro\/5-obiective-de-monitorizare-care-trebuie-cunoscute-pentru-a-creste-gradul-de-satisfactie-a-clientilor\/",
    "title": {
        "rendered": "5 obiective de sondaj pe care trebuie s\u0103 le cunoa\u0219te\u021bi pentru a cre\u0219te scorurile de satisfac\u021bie a clien\u021bilor"
    },
    "content": {
        "rendered": "<h2 class=\"wp-block-heading\"><strong>Date uimitoare despre opiniile clien\u021bilor<\/strong><\/h2>\n\n\n\n<p>\u0218tia\u021bi c\u0103 un num\u0103r impresionant de 91% de clien\u021bi nemul\u021bumi\u021bi pur \u0219i simplu nu se vor mai \u00eentoarce la o afacere pe care o consider\u0103 mediocr\u0103? Ei nu vor face scandal, nu vor completa un formular de reclama\u021bie - pur \u0219i simplu vor disp\u0103rea. \u00centr-o er\u0103 digital\u0103 \u00een care vocile clien\u021bilor pot r\u0103suna la nesf\u00e2r\u0219it prin s\u0103lile re\u021belelor de socializare, este uimitor c\u00e2t de multe \u00eentreprinderi sunt surde la corul opiniilor reale ale clien\u021bilor lor.<\/p>\n\n\n\n<!--more-->\n\n\n\n<p>Motivul? Exist\u0103 o pr\u0103pastie - o deconectare deoarece multe companii nu folosesc obiective de sondaj suficient de clare pentru a ajunge la inima experien\u021bei reale a clientului. F\u0103r\u0103 aceste obiective, sondajele dvs. de satisfac\u021bie a clien\u021bilor ar putea la fel de bine s\u0103 arunce s\u0103ge\u021bi \u00een \u00eentuneric, \u00een speran\u021ba de a nimeri \u021binta a ceea ce g\u00e2ndesc \u0219i simt clien\u021bii dvs.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>De ce este posibil ca sondajele dvs. s\u0103 nu fie pe m\u0103sura a\u0219tept\u0103rilor<\/strong><\/h2>\n\n\n\n<p>Este o poveste obi\u0219nuit\u0103: o afacere trimite un sondaj cu o gr\u0103mad\u0103 de \u00eentreb\u0103ri, \u00een speran\u021ba de a ob\u021bine o imagine a g\u00e2ndurilor clien\u021bilor s\u0103i. Dar, f\u0103r\u0103 un obiectiv clar, aceste sondaje pot sf\u00e2r\u0219i ca un roman poli\u021bist cu intriga slab\u0103, care las\u0103 prea multe \u00een seama imagina\u021biei \u0219i nu ajunge la concluzii solide.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"300\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-300x300.png\" alt=\"Clientul alege \u00eentre dou\u0103 c\u0103i, simboliz\u00e2nd abord\u0103ri strategice \u0219i non-strategice ale sondajului, f\u0103r\u0103 obiective solide ale sondajului\" class=\"wp-image-1359\" style=\"object-fit:cover\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-300x300.png 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-150x150.png 150w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-768x768.png 768w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511-12x12.png 12w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154834\/A_puzzled_customer_standing_in_front_of_two_pathways_7677bf61-0e6b-46dd-9c54-73db9f77c511.png 1024w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/figure>\n<\/div>\n\n\n<p>\u00cemi amintesc momentul de \"aha\" al unui proprietar de afacere, Jane, care a spus: \"Sondajele noastre au fost ca \u0219i cum am arunca plase \u00een ocean \u0219i am spera s\u0103 prindem un anumit pe\u0219te. Abia atunci c\u00e2nd am \u00eenceput s\u0103 folosim o suli\u021b\u0103 - obiective de sondaj ascu\u021bite \u0219i direc\u021bionate - am prins informa\u021bii pe care le c\u0103utam de fapt.\"<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Obiectiv #1 - Identificarea punctelor de durere ale clien\u021bilor<\/strong><\/h2>\n\n\n\n<p>Piatra de temelie a oric\u0103rui sondaj cu impact este capacitatea sa de a <a href=\"https:\/\/blog.hubspot.com\/service\/benefits-of-customer-feedback\">identifica\u021bi punctele de durere ale clien\u021bilor<\/a>. O \u00eentrebare precis formulat\u0103 poate fi fi ca o sond\u0103 delicat\u0103 \u00een \u021besutul moale al nemul\u021bumirilor clien\u021bilor, dezv\u0103luind probleme despre care poate c\u0103 nu a\u021bi fi \u0219tiut c\u0103 exist\u0103.<\/p>\n\n\n\n<p>S\u0103 lu\u0103m, de exemplu, o libr\u0103rie local\u0103 care a observat o sc\u0103dere a v\u00e2nz\u0103rilor. Aceasta a realizat un sondaj cu scopul de a descoperi punctele dureroase. R\u0103spunsurile au scos \u00een eviden\u021b\u0103 un punct comun: clien\u021bii considerau c\u0103 procesul de plat\u0103 este greoi. Magazinul a r\u0103spuns prin simplificarea sistemului de plat\u0103, iar urm\u0103torul capitol al pove\u0219tii lor a fost unul de r\u0103scump\u0103rare, v\u00e2nz\u0103rile cresc\u00e2nd din nou.<\/p>\n\n\n\n<p>Identific\u00e2nd zonele specifice \u00een care clien\u021bii se confrunt\u0103 cu fric\u021biuni, pute\u021bi transforma poten\u021bialele obstacole \u00een oportunit\u0103\u021bi de \u00eembun\u0103t\u0103\u021bire. O \u00eentrebare de sondaj bine direc\u021bionat\u0103 nu se limiteaz\u0103 la a zg\u00e2ria suprafa\u021ba, ci sap\u0103 \u00een profunzime pentru a descoperi r\u0103d\u0103cina problemelor, oferindu-v\u0103 \u0219ansa nu doar de a remedia lucrurile, ci de a vindeca cu adev\u0103rat rela\u021bia cu clien\u021bii.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Obiectivul #2 - Validarea ipotezelor privind satisfac\u021bia clien\u021bilor<\/strong><\/h2>\n\n\n\n<p>Fiecare afacere are convingeri cu privire la ceea ce \u00eei satisface pe clien\u021bii s\u0103i. Dar sunt aceste convingeri bazate pe realitate? Obiectivul num\u0103rul doi se refer\u0103 la formarea \u0219i validarea ipotezelor privind satisfac\u021bia clien\u021bilor.<\/p>\n\n\n\n<p>Imagina\u021bi-v\u0103 o companie de tehnologie care credea c\u0103 timpii de r\u0103spuns rapizi reprezint\u0103 punctul culminant al satisfac\u021biei clien\u021bilor. A emis ipoteza c\u0103, dac\u0103 ar putea r\u0103spunde la \u00eentreb\u0103rile clien\u021bilor \u00een mai pu\u021bin de o or\u0103, scorurile de satisfac\u021bie ar cre\u0219te vertiginos. C\u00e2nd au testat acest lucru, au descoperit ceva surprinz\u0103tor: viteza nu era totul. Clien\u021bii au apreciat mai mult r\u0103spunsurile am\u0103nun\u021bite \u0219i personalizate dec\u00e2t un r\u0103spuns gr\u0103bit. Schimb\u00e2ndu-\u0219i strategia pentru a se concentra pe calitate \u00een locul rapidit\u0103\u021bii, ratele de satisfac\u021bie ale clien\u021bilor nu doar au crescut, ci au explodat.<\/p>\n\n\n\n<p>Care este lec\u021bia de aici? Folosi\u021bi sondajele nu doar pentru a confirma ceea ce crede\u021bi c\u0103 \u0219ti\u021bi, ci \u0219i pentru a v\u0103 pune la \u00eendoial\u0103 ipotezele \u0219i pentru a schimba direc\u021bia atunci c\u00e2nd este necesar.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Obiectivul #3 - Evaluarea nivelului de implicare a clien\u021bilor<\/strong><\/h2>\n\n\n\n<p>Implicarea este energia afacerii dumneavoastr\u0103 - f\u0103r\u0103 ea, chiar \u0219i cei mai loiali clien\u021bi pot deveni inactivi. Obiectivul num\u0103rul trei se concentreaz\u0103 pe m\u0103surarea vitalit\u0103\u021bii interac\u021biunilor cu clien\u021bii.<\/p>\n\n\n\n<p>O modalitate de a m\u0103sura implicarea este prin sondaje care urm\u0103resc modul \u00een care clien\u021bii interac\u021bioneaz\u0103 cu marca dvs. V\u0103 urm\u0103resc pe re\u021belele de socializare? V\u0103 citesc e-mailurile? Prin includerea unor \u00eentreb\u0103ri care surprind aceste comportamente, ob\u021bine\u021bi o imagine clar\u0103 a implic\u0103rii dincolo de cifrele de v\u00e2nz\u0103ri.<\/p>\n\n\n\n<p>De exemplu, un magazin de \u00eembr\u0103c\u0103minte de tip boutique a observat c\u0103 programul s\u0103u de loialitate a avut un r\u0103spuns c\u0103ldu\u021b. Prin intermediul unor sondaje specifice, au descoperit c\u0103 clien\u021bii c\u0103utau mai mult dec\u00e2t puncte \u0219i avantaje; ei doreau o comunitate. Magazinul a \u00eenceput s\u0103 g\u0103zduiasc\u0103 evenimente \u0219i ateliere de lucru, cre\u00e2nd o comunitate vibrant\u0103 a m\u0103rcii. Care a fost rezultatul? M\u0103sur\u0103torile de implicare au crescut vertiginos, iar programul de loialitate a devenit un succes. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"585\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-1024x585.webp\" alt=\"Eveniment comunitar la un magazin de \u00eembr\u0103c\u0103minte de \u00eembr\u0103c\u0103minte de tip boutique, care a crescut angajamentul clien\u021bilor.\" class=\"wp-image-1357\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-1024x585.webp 1024w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-300x171.webp 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-150x86.webp 150w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-768x439.webp 768w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-1536x878.webp 1536w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store-18x10.webp 18w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2023\/11\/04154654\/A-bustling-community-event-at-a-boutique-clothing-store.webp 1792w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Obiectiv #4 - Optimizarea experien\u021bei de \u00eembarcare a clien\u021bilor<\/strong><\/h2>\n\n\n\n<p>Prima impresie conteaz\u0103, \u0219i nic\u0103ieri nu este mai adev\u0103rat dec\u00e2t \u00een experien\u021ba de \u00eembarcare a clien\u021bilor. Obiectivul num\u0103rul patru se asigur\u0103 c\u0103 noii clien\u021bi se simt bineveni\u021bi \u0219i informa\u021bi \u00eenc\u0103 de la \u00eenceput.<\/p>\n\n\n\n<p>O companie B2B SaaS a aflat acest lucru pe propria piele atunci c\u00e2nd feedback-ul din sondaje a indicat c\u0103 noii utilizatori au considerat platforma lor cople\u0219itoare. Prin implementarea unei secven\u021be e\u0219alonate de e-mailuri de \u00eembarcare pe baza r\u0103spunsurilor la sondaje, au personalizat curba de \u00eenv\u0103\u021bare. Noii clien\u021bi au primit con\u021binut adaptat la ritmul \u0219i nivelul lor de expertiz\u0103. Aceast\u0103 ajustare a dus la o sc\u0103dere m\u0103surabil\u0103 a ratei de dezabonare \u00een primele etape \u0219i la o cre\u0219tere a m\u0103rturiilor pozitive.<\/p>\n\n\n\n<p>Prin intermediul unor sondaje bine concepute, compania a transformat labirintul complex de integrare \u00eentr-un tur ghidat, c\u00e2\u0219tig\u00e2nd \u00eencrederea clien\u021bilor \u00eenc\u0103 de la \u00eenceput.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Obiectivul #5 - Solicitarea de idei pentru viitoarele caracteristici<\/strong><\/h2>\n\n\n\n<p>Inovarea nu are loc \u00eentr-un vid - ea se dezvolt\u0103 \u00een aerul proasp\u0103t al feedback-ului clien\u021bilor. Cel de-al cincilea obiectiv al sondajului se refer\u0103 la valorificarea creativit\u0103\u021bii colective a bazei dumneavoastr\u0103 de clien\u021bi pentru a inova \u0219i a evolua ofertele dumneavoastr\u0103 de produse.<\/p>\n\n\n\n<p>Lua\u021bi \u00een considerare povestea unei companii de aplica\u021bii de jocuri care a folosit sondaje pentru a-i \u00eentreba pe juc\u0103tori ce caracteristici visau s\u0103 vad\u0103. R\u0103spunsul cople\u0219itor a fost pentru un instrument de proiectare bazat pe comunitate \u00een cadrul aplica\u021biei. Compania a ascultat, iar caracteristica rezultat\u0103 a devenit o senza\u021bie, atr\u0103g\u00e2nd mai mul\u021bi utilizatori care doreau o experien\u021b\u0103 de joc personalizat\u0103.<\/p>\n\n\n\n<p>Acest obiectiv subliniaz\u0103 adev\u0103rul profund c\u0103, uneori, urm\u0103toarea mare idee este la doar un comentariu al clientului.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Construirea sondajului dvs. cu precizie<\/strong><\/h2>\n\n\n\n<p>Crearea unui sondaj este o meserie care necesit\u0103 aten\u021bie la detalii \u0219i o \u00een\u021belegere profund\u0103 a obiectivelor dumneavoastr\u0103. Pentru a v\u0103 construi sondajul cu precizie:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00cencepe\u021bi cu un set clar de obiective. Ce dori\u021bi cu adev\u0103rat s\u0103 \u00eenv\u0103\u021ba\u021bi?<\/li>\n\n\n\n<li>Concepe\u021bi \u00eentreb\u0103ri specifice, nep\u0103rtinitoare \u0219i aliniate la fiecare obiectiv.<\/li>\n\n\n\n<li>Decide\u021bi care este momentul potrivit \u00een parcursul clientului pentru a implementa fiecare sondaj pentru o relevan\u021b\u0103 \u0219i o rat\u0103 de r\u0103spuns maxime.<\/li>\n\n\n\n<li>Utiliza\u021bi o combina\u021bie de \u00eentreb\u0103ri deschise \u0219i \u00eenchise pentru a colecta date cantitative \u0219i calitative.<\/li>\n\n\n\n<li>Testa\u021bi-v\u0103 sondajul pentru claritate \u0219i lungime, pentru a v\u0103 asigura c\u0103 respect\u0103 timpul \u0219i inteligen\u021ba clientului.<\/li>\n\n\n\n<li>Analiza\u021bi \u00een mod continuu datele \u0219i \u00eembun\u0103t\u0103\u021bi\u021bi-v\u0103 abordarea pentru a r\u0103m\u00e2ne \u00een concordan\u021b\u0103 cu nevoile \u0219i a\u0219tept\u0103rile clien\u021bilor.<\/li>\n<\/ul>\n\n\n\n<p>Reflecta\u021bi asupra strategiilor actuale de sondaj. Sunt ele adaptate pentru a scoate la iveal\u0103 informa\u021biile de care ave\u021bi nevoie sau este timpul s\u0103 integra\u021bi aceste idei noi \u0219i specifice?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Etapele urm\u0103toare \u0219i resurse<\/strong><\/h2>\n\n\n\n<p>Ave\u021bi obiective, ave\u021bi strategie, dar cum o ve\u021bi pune \u00een aplicare? Aici este momentul \u00een care <a href=\"htps:\/\/www.surveyrock.com\/home\/\">SondajRock <\/a>intervine. Prin abonarea la SurveyRock's <a href=\"https:\/\/www.surveyrock.com\/site\/signup\">sondaje online gratuite<\/a>, pute\u021bi \u00eencepe s\u0103 v\u0103 elabora\u021bi sondajele cu genul de precizie despre care am discutat. Indiferent dac\u0103 sunte\u021bi un start-up nou-\u00eenfiin\u021bat sau un brand stabilit, instrumentele lor v\u0103 pot ajuta s\u0103 asculta\u021bi, s\u0103 \u00eenv\u0103\u021ba\u021bi \u0219i s\u0103 conduce\u021bi cu \u00eencredere.<\/p>\n\n\n\n<p>Nu l\u0103sa\u021bi s\u0103 treac\u0103 \u00eenc\u0103 o zi cu ecoul opiniilor clien\u021bilor f\u0103r\u0103 r\u0103spuns. Face\u021bi pasul, face\u021bi saltul \u0219i scufunda\u021bi-v\u0103 \u00een lumea strategiilor informate privind experien\u021ba clien\u021bilor. <a href=\"https:\/\/www.surveyrock.com\/home\/pricing.html\">\u00censcrie\u021bi-v\u0103 la SurveyRock<\/a> ast\u0103zi \u0219i \u00eencepe\u021bi s\u0103 crea\u021bi sondaje online care vor transforma feedback-ul \u00een avantajul dumneavoastr\u0103 competitiv.<\/p>\n\n\n\n<p>Cu aceste obiective de sondaj \u0219i cu instrumentele potrivite la dispozi\u021bie, sondajele dvs. pot deveni stelele c\u0103l\u0103uzitoare c\u0103tre scoruri ridicate de satisfac\u021bie a clien\u021bilor. La urma urmei, cel mai bun mod de a prezice viitorul afacerii dvs. este s\u0103 \u00eei asculta\u021bi pe cei care \u00eel vor modela - clien\u021bii dvs.<\/p>",
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        "rendered": "<p>Fapte uimitoare despre opiniile clien\u021bilor \u0218tia\u021bi c\u0103 un num\u0103r impresionant de 91% de clien\u021bi nemul\u021bumi\u021bi pur \u0219i simplu nu se vor mai \u00eentoarce la o afacere pe care o consider\u0103 mediocr\u0103? Ei nu vor face scandal, nu vor completa un formular de reclama\u021bie - pur \u0219i simplu vor disp\u0103rea. \u00centr-o er\u0103 digital\u0103 \u00een care vocile clien\u021bilor pot r\u0103suna la nesf\u00e2r\u0219it prin s\u0103lile re\u021belelor de socializare, [...]<\/p>",
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