{
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    "date": "2015-05-28T17:48:25",
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    "slug": "when-to-conduct-customer-satisfaction-surveys",
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    "link": "http:\/\/www.surveyrock.com\/blog\/ro\/cand-sa-efectuam-sondaje-de-satisfactie-a-clientilor\/",
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        "rendered": "C\u00e2nd s\u0103 efectua\u021bi sondaje de satisfac\u021bie a clien\u021bilor"
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        "rendered": "<p>Satisfac\u021bia clien\u021bilor este legat\u0103 direct de profitabilitate. Dac\u0103 clien\u021bii dumneavoastr\u0103 sunt mul\u021bumi\u021bi, ace\u0219tia tind s\u0103 fie loiali. Dac\u0103 sunt loiali, nu numai c\u0103 vor cump\u0103ra mai mult, dar vor recomanda al\u021bi clien\u021bi. Avem un num\u0103r de <a href=\"https:\/\/www.surveyrock.com\/home\/customer-satisfaction-surveys.html\" target=\"_blank\" rel=\"noreferrer noopener\">modele de sondaj de satisfac\u021bie a clien\u021bilor<\/a> pentru a v\u0103 pune \u00een func\u021biune \u00een c\u00e2teva minute.<\/p>\n\n\n\n<!--more-->\n\n\n\n<p>Cercet\u0103ri bine stabilite efectuate de Bain &amp; Company au ar\u0103tat c\u0103, pentru multe companii, o cre\u0219tere de 5% \u00een ceea ce prive\u0219te fidelizarea clien\u021bilor poate cre\u0219te profiturile cu 25% p\u00e2n\u0103 la 95%. Acela\u0219i studiu a constatat c\u0103 este de \u0219ase p\u00e2n\u0103 la \u0219apte ori mai costisitor s\u0103 c\u00e2\u0219tigi un client nou dec\u00e2t s\u0103 p\u0103strezi unul existent.<\/p>\n\n\n\n<p>\u00cen plus, o experien\u021b\u0103 proast\u0103 poate dep\u0103\u0219i o mul\u021bime de experien\u021be bune. Experien\u021bele proaste pot fi difuzate rapid la zeci, sute sau mii de al\u021bi clien\u021bi, ceea ce le amplific\u0103 impactul. A\u0219adar, dac\u0103 afacerea dvs. face fa\u021b\u0103 ceva care \u00eei frustreaz\u0103 pe clien\u021bi, trebuie s\u0103 \u0219ti\u021bi imediat.<\/p>\n\n\n\n<p>Este esen\u021bial s\u0103 le oferi\u021bi clien\u021bilor posibilitatea de a oferi feedback cu privire la nivelul lor general de satisfac\u021bie \u0219i cu privire la anumite lucruri care le plac \u0219i nu le plac. Este la fel de important s\u0103 se m\u0103soare \u0219i s\u0103 se monitorizeze \u00een mod constant aceste informa\u021bii. F\u0103r\u0103 un program eficient de cercetare a satisfac\u021biei clien\u021bilor, compania dumneavoastr\u0103 va pierde afaceri, va rata oportunit\u0103\u021bi \u0219i se va afla \u00eentr-un dezavantaj competitiv.<\/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=\"Ceas \u0219i calendar\"\/><\/a><\/figure><\/div>\n\n\n\n<p>Multe companii se \u00eentreab\u0103 c\u00e2t de c\u00e2t de des ar trebui s\u0103 efectueze sondaje de satisfac\u021bie a clien\u021bilor. R\u0103spunsul depinde de m\u0103rimea bazei de clien\u021bi \u0219i de scopul cercet\u0103rii. Exist\u0103 dou\u0103<br>tipuri cheie de sondaje \u0219i au scopuri foarte diferite:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Sondajele tranzac\u021bionale solicit\u0103 feedback direct de la utilizatorul produsului sau serviciului cu privire la \u00eent\u00e2lnirea respectiv\u0103. Acestea sunt efectuate imediat dup\u0103 fiecare tranzac\u021bie cu un client.  De exemplu, un sondaj poate fi administrat dup\u0103 o achizi\u021bie sau dup\u0103 o experien\u021b\u0103 de servicii pentru clien\u021bi.<\/li><li>Sondajele de rela\u021bii colecteaz\u0103 informa\u021bii de la persoanele care au o rela\u021bie continu\u0103 cu compania \u0219i care au avut mai multe tranzac\u021bii. Acestea sunt sondaje programate \u00een mod regulat, adesea trimestrial.<\/li><\/ul>\n\n\n\n<p>Sondajele tranzac\u021bionale sunt trimise la discre\u021bia celui care are contact cu clien\u021bii - dar datele ar trebui colectate imediat dup\u0103 interac\u021biune, \u00een timp ce experien\u021ba este \u00eenc\u0103 proasp\u0103t\u0103 \u00een minte.<br>mintea clientului.<\/p>\n\n\n\n<p>Sondajele privind rela\u021biile ar trebui s\u0103 fie repartizate pe parcursul unui an. Iat\u0103 c\u00e2teva puncte de care trebuie s\u0103 \u021bine\u021bi cont:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u00cen cazul \u00een care \u00een care exist\u0103 doar un singur punct de dat\u0103 pentru fiecare an, un singur eveniment ar putea avea un impact mare asupra rezultatelor.<\/li><li>Pentru companiile cu o baz\u0103 de clien\u021bi suficient de mare - cel pu\u021bin 10.000 - sondajele privind rela\u021biile cu clien\u021bii pot fi efectuate \u00een mod continuu, dar raportate lunar pentru a aborda efectele sezonalit\u0103\u021bii sau ale unor evenimente unice.<\/li><\/ul>\n\n\n\n<p>\u00cen multe cazuri, poate fi oportun\u0103 efectuarea at\u00e2t a unor sondaje tranzac\u021bionale, c\u00e2t \u0219i a unor sondaje de rela\u021bii. De exemplu, o companie poate efectua cercet\u0103ri tranzac\u021bionale \u00een scopuri de servicii pentru clien\u021bi \u0219i cercet\u0103ri de rela\u021bii pentru verific\u0103ri de rutin\u0103 privind s\u0103n\u0103tatea afacerii.<\/p>",
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        "rendered": "<p>Satisfac\u021bia clien\u021bilor este legat\u0103 direct de profitabilitate. Dac\u0103 clien\u021bii dumneavoastr\u0103 sunt mul\u021bumi\u021bi, ace\u0219tia tind s\u0103 fie loiali. Dac\u0103 sunt loiali, nu numai c\u0103 vor cump\u0103ra mai mult, dar vor recomanda al\u021bi clien\u021bi. Avem o serie de modele de sondaje de satisfac\u021bie a clien\u021bilor pentru a v\u0103 pune \u00een func\u021biune \u00een c\u00e2teva minute.<\/p>",
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