Anketna pitanja o zadovoljstvu korisnika pomažu poduzećima u prikupljanju povratnih informacija i poboljšanju korisničkog iskustva. Korištenje kratkih anketa s 1-3 pitanja povećava stopu završetka na 83.34%.
Razna istraživanja su otkrila da:
To samo znači da su ulozi prilično visoki kada je u pitanju zadovoljstvo klijenata, a ankete o zadovoljstvu klijenata su jedan od najefikasnijih načina za saznati što vaši klijenti misle o vašem poduzeću. Ankete također pomažu identificirati što radi, što ne radi i što trebate poboljšati kako bi pružili bolje iskustvo vašim klijentima.
Ankete o zadovoljstvu korisnika su upitnici dizajnirani da pomognu poduzećima u shvaćanju razine zadovoljstva koju njihovi klijenti imaju s njihovim proizvodima, uslugama, osobnim iskustvima, imidžem brenda ili korisničkom podrškom. Opća svrha ankete o zadovoljstvu korisnika je procijeniti koliko su vaši klijenti zadovoljni ili nezadovoljni različitim aspektima vaših proizvoda, usluga ili procesa.
Ankete o korisničkom zadovoljstvu mogu uključivati različite vrste pitanja, ako što su pitanja s više izbora (ljestvica ocjena, da/ne pitanja, nominalna pitanja, pitanja Likertove ljestvice, semantički različita pitanja) i otvorena pitanja ili bilo koju kombinaciju spomenutih pitanja.
Kako bi dobili vrijedne informacije od svojih klijenata, trebate ih pitati prava pitanja. Ispod su neka od najčešćih pitanja iz anketa o zadovoljstvu korisnika (općenita i specifična) koja možete iskoristiti kada kreirate svoje CSAT ankete.
-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?
-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?
Trebate im postaviti set pitanja koja će vam pomoći razumjeti snage i slabosti vašeg posla te razloge zadovoljstva ili nezadovoljstva klijenata.
Možete iskoristiti ankete da dobijete povratne informacije od svojih korisnika. Neki korisnici će odlučiti završiti anketu u zamjenu za nagradu, dok će drugi odgovoriti na nju jer žele dijeliti svoje mišljenje.
Kada dizajnirate anketu, trebate pitati pitanja koja su:
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Predlošci e-pošte za odgovor korisnika
Poboljšajte korisničko iskustvo uz 10 besplatnih predložaka e-pošte za odgovor na povratne informacije. Povećajte zadovoljstvo klijenata!
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Poboljšajte svoju korisničku službu uz napredne značajke korisničke podrške koje vam pomažu personalizirati komunikaciju i pružati brze odgovore vašim klijentima.
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