{ "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\/ro\/cinci-sfaturi-pentru-un-sondaj-de-succes-privind-satisfactia-clientilor\/", "title": { "rendered": "Cinci sfaturi pentru un sondaj de satisfac\u021bie a clien\u021bilor de succes" }, "content": { "rendered": "

\"Sonda\u021bi-v\u0103 clien\u021bii existen\u021bi\" este o sugestie comun\u0103 pentru a v\u0103 ajuta afacerea s\u0103 creasc\u0103. Noi, cei de la SurveyRock, \u0219tim c\u00e2t de important este pentru succesul dvs. s\u0103 v\u0103 chestiona\u021bi clien\u021bii \u0219i dorim ca sondajele de satisfac\u021bie a clien\u021bilor dvs. s\u0103 v\u0103 ajute s\u0103 ob\u021bine\u021bi informa\u021bii utile pe care le pute\u021bi folosi cu adev\u0103rat.<\/p>\n\n\n\n\n\n\n\n

\"Sondaj_Satisfac\u021bie_clien\u021bi\"\/<\/figure><\/div>\n\n\n\n

Elimina\u021bi presupunerile \u0219i urma\u021bi aceste cinci principii de proiectare a sondajelor pentru clien\u021bi:<\/p>\n\n\n\n

1. \u00centreba\u021bi despre satisfac\u021bia general\u0103 la \u00eenceputul sondajului.<\/strong> Acest lucru v\u0103 va permite s\u0103 m\u0103sura\u021bi impresiile generale ale clien\u021bilor cu privire la companie, produsul sau serviciul dumneavoastr\u0103 \u00eenainte ca ace\u0219tia s\u0103 \u00eenceap\u0103 s\u0103 se g\u00e2ndeasc\u0103 la aspectele specifice ale acestor rela\u021bii. Site-ul nostru \u00centrebare privind scorul Net Promoter Score (NPS)<\/a> \u0219i \u0219ablonul sunt ideale aici.<\/p>\n\n\n\n

2. Utiliza\u021bi o scal\u0103 de satisfac\u021bie \u00een 5 puncte.<\/strong> Scalele de \u00eentreb\u0103ri ar trebui s\u0103 aib\u0103 etichete descriptive asociate numerelor, iar cap\u0103tul superior al scalei ar trebui s\u0103 \u00eensemne c\u0103 clien\u021bii sunt cu adev\u0103rat \"uimi\u021bi\".<\/p>\n\n\n\n

3. Fi\u021bi consecvent cu formularea \u00eentreb\u0103rilor.<\/strong> Consecven\u021ba este esen\u021bial\u0103 \u00een cercetarea privind satisfac\u021bia clien\u021bilor. Scalele de \u00eentreb\u0103ri trebuie s\u0103 fie consecvente \u00een cadrul unui anumit chestionar, precum \u0219i \u00een timp. M\u0103surile cheie ale satisfac\u021biei clien\u021bilor, inclusiv \u00eentrebarea privind satisfac\u021bia general\u0103 \u0219i cele care se refer\u0103 la aspectele specifice ale rela\u021biei, ar trebui s\u0103 utilizeze toate acelea\u0219i scal\u0103.<\/p>\n\n\n\n

4. Men\u021bine\u021bi sondajul scurt \u0219i concentrat.<\/strong> Concentreaz\u0103-te pe cunoa\u0219terea rela\u021biei pe care clien\u021bii o au cu tine. Evita\u021bi tenta\u021bia de a \u00eentreba tot ce a\u021bi vrut s\u0103 \u0219ti\u021bi vreodat\u0103. Cu c\u00e2t \u00eencerca\u021bi s\u0103 acoperi\u021bi mai mult teren, cu at\u00e2t este mai probabil ca responden\u021bii s\u0103 abandoneze sondajul.<\/p>\n\n\n\n

5. Pune\u021bi \u00eentreb\u0103ri demografice sau \"firmografice\".<\/strong> Solicitarea de date demografice sau de date referitoare la firm\u0103 (tipul \u0219i dimensiunea companiei sau a industriei) v\u0103 permite s\u0103 analiza\u021bi datele pe subgrupuri diferite - cum ar fi clien\u021bii no\u0219tri sau clien\u021bii regionali. Lua\u021bi \u00een considerare ipoteze despre profilurile clien\u021bilor care pot afecta satisfac\u021bia \u0219i include\u021bi \u00eentreb\u0103ri care s\u0103 surprind\u0103 aceste date.<\/p>\n\n\n\n

Nu uita\u021bi c\u0103 satisfac\u021bia clien\u021bilor dvs. este legat\u0103 direct de profitabilitate - clien\u021bii mul\u021bumi\u021bi cump\u0103r\u0103 mai mult \u0219i recomand\u0103 al\u021bi clien\u021bi.<\/p>\n\n\n\n



Net Promoter\u00ae \u0219i NPS\u00ae sunt m\u0103rci \u00eenregistrate ale Satmetrix Systems, Inc., Bain & Company \u0219i Fred Reichheld.<\/p>", "protected": false }, "excerpt": { "rendered": "

\"Sonda\u021bi-v\u0103 clien\u021bii existen\u021bi\" este o sugestie comun\u0103 pentru a v\u0103 ajuta afacerea s\u0103 creasc\u0103. 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