Vprašanja iz ankete o zadovoljstvu strank
Različne študije so pokazale, da:
- Nezadovoljna stranka bo povedala od 9 do 15 ljudi o svojih negativnih izkušnjah s podjetjem
- V povprečju potrebujete 12 pozitivnih izkušenj, da nadomestite eno nerazrešeno negativno izkušnjo
- Stranke, ki vašemu podjetju dajo oceno 5 zvezdic na lestvici od 1 do 5, imajo 6-krat večjo verjetnost, da bodo ponovno kupile pri vas
To pomeni, da so vložki za podjetja visoki, ko gre za zadovoljstvo strank, ankete o zadovoljstvu strank pa so eden najučinkovitejših načinov, da ugotovite, kako se vaše stranke počutijo o vašem podjetju. Ankete pomagajo tudi ugotoviti, kaj deluje, kaj ne in kaj morate izboljšati, da lahko svojim strankam zagotovite boljšo izkušnjo.
Kaj so ankete o zadovoljstvu strank?
Ankete o zadovoljstvu strank so vprašalniki, zasnovani tako, da podjetjem pomagajo razumeti stopnjo zadovoljstva, ki jo imajo njihove stranke z njihovimi izdelki, storitvami, osebnimi izkušnjami, podobo blagovne znamke ali podporo strankam. Splošni namen raziskav o zadovoljstvu strank je oceniti, kako zadovoljne ali nezadovoljne so vaše stranke z različnimi vidiki vaših izdelkov, storitev ali procesov.
Raziskave o zadovoljstvu strank lahko vključujejo različne vrste vprašanj, kot so vprašanja z več izbirami (vprašanja na lestvici ocen, vprašanja ‘da/ne’ na binarni lestvici, nominalna vprašanja, vprašanja Likertove lestvice, vprašanja s semantičnimi razlikami) in odprta vprašanja ali katera koli kombinacija zgoraj omenjena vprašanja.
Najboljše prakse za raziskave zadovoljstva strank
- Naj bo kratka – ankete z 1-3 vprašanji imajo najvišjo povprečno stopnjo izpolnjevanja (83,34 %)
- Zastavljanje vprašanj, ki imajo dobro opredeljen namen in močan razlog za vključitev
- Ne zastavljajte večplastnih vprašanj, ki zadevajo več kot eno težavo
- Izogibajte se uporabi internega ali industrijskega žargona, ki bi anketirance lahko zmedel
- Uporabite vprašanja da/ne, ko postavljate vprašanje, ki ima preprost odgovor
- Dovolite povratne informacije odprtega besedila – morda boste odkrili nove vpoglede, ki jih niste pričakovali
- Prepričajte se, da je vaša anketa optimizirana za mobilne naprave.
- Odločite se za najboljše metode distribucije anket za vaše podjetje (e-pošta, pojavna okna na strani, pripomočki za povratne informacije itd.)
- Pomislite na idealen čas za distribucijo svojih anket v različnih fazah življenjskega cikla stranke
- Ponudite anketirancem bonus (če je to smiselno) – študije so pokazale, da lahko spodbude povečajo stopnjo odgovora na anketo za 5 % do 20 %.
- Strankam se zahvalite za povratne informacije, ne glede na naravo povratnih informacij
Vprašanja iz ankete o zadovoljstvu strank
Če želite od svojih strank pridobiti dragocene povratne informacije, jim morate zastaviti prava vprašanja. Spodaj je nekaj najpogostejših vprašanj iz ankete o zadovoljstvu strank (splošna in specifična za izdelek), ki jih lahko uporabite pri ustvarjanju lastnih anket CSAT.
Splošna vprašanja o povratnih informacijah strank
-Overall, how satisfied are you with our products?
-How satisfied are you with the diversity of our product/ service line?
-How often do you use the product/ service?
-What would persuade you to use [Product name] more often?
-Does [Product name] help you achieve your goals?
-How well does our product meet your needs?
-How has our product/service made an impact on you/ your business/ your lifestyle?
-How would you rate the quality of the product?
-How would you compare the quality of our products to that of our competitors?
-Compared to our competitors, is our product quality better, worse, or about the same?
-Compared to our competitors, are our prices higher, lower, or about the same?
-Are our products/services priced appropriately?
-How would you feel if you couldn’t use [Product name] anymore?
-How satisfied are you with the payment options we provide?
-How easy was it to complete your purchase?
-On a scale of 1 (not easy) to 10 (very easy), how easy was your checkout experience?
-Did you encounter any problems during checkout?
-Was there anything in your checkout process we could improve? If so, what?
-What was the main concern or fear you had before purchasing?
-What, if anything, almost stopped you from purchasing from us?
-What was the main thing that persuaded you to purchase?
-How satisfied are you with our product packaging?
-How satisfied are you with the delivery of our products?
-How would you rate the delivery time?
-How satisfied are you with our return policy?
-If we provided [rewards program/ discounts/] would you use it?
Vprašanja o anketi o povratnih informacijah o izdelkih SaaS
-How did you hear about us?
-Which of our competitors did you consider before choosing us?
-What is the primary reason for choosing our product over competitors?
-What was the one thing that almost stopped you from signing up?
-How do you use our product/ service?
-What are you trying to solve by using our product /service?
-Have you used a similar [product/ service] before?
-What did you like about the previous product/ service(s)?
-What is the most important feature of our product?
-Which 3 features are the most valuable to you?
-What’s the most important feature we should add?
-What are the 3 most important features we’re missing?
-What’s one feature we can add that would make our product indispensable for you?
-If we introduced [new feature/product] would you be willing to test it/them?
-How often do you use this feature?
-How disappointed would you be if you could no longer use [Feature name?]
-Which features aren’t useful to you?
-If you could change just one thing about our product, what would it be?
-Is our pricing clear to you?
-Do you feel our [product/ service] is worth the cost?
-What would you use as an alternative if our tool was no longer available?
-How satisfied are you with our billing and invoicing?
-To what extent do you agree with the following statement: [Product name]’s onboarding process was simple, straightforward, and painless.
-How helpful do you find our video tutorials?
-How would you rate the training and help you’ve received from our team so far?
-How could we improve your experience using our solution?
-What could we change to make our product/ service more user-friendly?
-What’s the main reason you are downgrading/ canceling?
-Did the price of our product/service cause you to leave?
-Have you decided to test out a competitor?
-Are you likely to upgrade your account in the future?
-What is the primary benefit that you have received from using our product?
-How long did you use our product/ service before seeing results?
Vprašanja iz ankete o izkušnjah strank
-Overall, how satisfied or dissatisfied are you with our company?
-From 1 (unhappy) to 10 (very happy), how would you rate your overall satisfaction with us?
-In your own words, describe how you feel about [Company name or Product name].
-How would you rate your last experience with us?
-How did your experience compare to your expectations?
-Were your expectations met, unmet, or exceeded?
-How responsive have we been to your questions or concerns about our products?
-How satisfied are you with our company’s overall communication efforts?
-How likely are you to return to [Company name] for your next purchase?
-If we could do anything, what should we do to WOW you?
-Which company would you say is our biggest competitor in the … market?
-What do our competitors do better than us?
-How would you compare our prices to those of our competitors?
-On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague?
-Do you have any additional comments or feedback for us?
-How could we improve your experience with [Company name]?
Vprašanja o anketi o storitvah za stranke
-Overall, how would you rate the quality of your customer service experience?
-How satisfied are you with the overall performance of our service team?
-How responsive (or unresponsive) is our company in answering your questions?
-How well did we understand your questions and concerns?
-How much time did it take us to address your questions and concerns?
-How much effort did you personally have to put forth to handle your request?
-How easy was it to solve your issue with us, on a scale of 1-5?
-Based on your recent interaction regarding (incident), how satisfied or dissatisfied were you with our customer service representative?
-How responsive or unresponsive would you say our customer service representative was?
-How courteous or uncourteous would you say our customer service representative was?
-How knowledgeable or unknowledgeable would you say our customer service representative was?
-How effective or ineffective would you say the communication was?
-How much did you feel our customer service representative wanted to assist you?
-Did our customer support representative make you feel valued as a customer?
-Based on your recent support call/ chat session, how easy or difficult was it to interact with [Company name]?
-What can our customer service team do better?
-How could we make it easier to resolve your questions or concerns?
-What is the one thing that you would like to see improved in your interactions with our customer service team?
Vprašanja za povratne informacije o spletni strani
-Overall, how well does our website meet your needs?
-What was your first impression when you entered the website?
-How satisfied are you with the design and functionality of our website?
-How well do you understand what [Company name] does from our homepage?
-How easy was it to use/ navigate our website? Did you have any problems?
-What are you hoping to accomplish by visiting our website?
-How easy was it to find what you were looking for on our website?
-Did it take you more or less time than you expected to find what you were looking for on our website?
-How visually appealing is our website?
-How easy is it to understand the information on our website?
-How much do you trust the information on our website?
-Is there a feature you wish our website had?
-What could we do to make our website more useful?
-Is there anything on this website that doesn’t work the way you expected it to?
-If you could change one thing about our website, what would it be?
-How would you rate your overall experience on our website today?
-How likely is it that you would recommend our website to a friend or colleague?
-If you were to review the website, what score would you give it out of 5?
-Do you have any other comments about how we can improve our website?
Anketa o zadovoljstvu strank – Pogosto zastavljena vprašanja
Katera vprašanja naj zastavim za povratne informacije strank?
Zastavite si nabor vprašanj, ki vam bodo pomagala razumeti prednosti in slabosti vašega dela ter razloge za zadovoljstvo ali nezadovoljstvo strank.
Kako ocenjujete zadovoljstvo strank?
Z anketami lahko zbirate povratne informacije strank. Nekatere stranke se bodo v zameno za nagrado odločile izpolniti anketo, druge pa se bodo odzvale, ker so pripravljene deliti svoja mnenja.
Kako naj sestaviš vprašanja za anketo?
Pri oblikovanju ankete si zastavite vprašanja, ki so:
- Jasna, neposredna in enostavna za odgovarjanje anketirancev
- Odprta
- Specifična – zagotoviti dovolj informacij za odgovor nanje in ne premalo
- Zaprta – ponuditi anketirancem omejen nabor možnih odgovorov (več izbire), namesto da jih prosite, da napišejo vse odgovore
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