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  • Anketna pitanja o zadovoljstvu korisnika

Anketna pitanja o zadovoljstvu korisnika

Razna istraživanja su otkrila da:

  • Nezadovoljan klijent će reći između 9 i 15 ljudi o svom negativnom iskustvu s poduzećem
  • U prosjeku, treba 12 pozitivnih iskustava da se iskupite za jedno negativno iskustvo
  • Klijenti koji su dali vašem poduzeću pet od pet mogućih zvjezdica će 6x vjerovatnije opet nešto kupiti od vas

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.

customer-survey-metrics-to-track-satisfaction-Nicereply
Nicereply’s CSAT surveys

Što su ankete o zadovoljstvu korisnika?

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.

customer-survey-rate-agents-Nicereply
Integrate Nicereply customer satisfaction surveys into your LiveAgent emails

Najbolje prakse za ankete o korisničkom zadovoljstvu

  • Neka budu kratke – ankete s 1-3 pitanja imaju najveći postotak završetka (83.34%)
  • Postavljajte pitanja koja imaju dobro definiranu svrhu i snažan razlog što su uključena u anketu
  • Nemojte postavljati dvostruka pitanja koja se tiču više od jednog problema
  • Izbjegavajte koristiti industrijski ili interni žargon koji može zbuniti one koji odgovaraju
  • Iskoristite da/ne pitanja kada postavljate pitanja s jednostavnim odgovorom
  • Dopustite otvorene povratne informacije – možda dobijete nove uvide koje niste očekivali
  • Uvjerite se da je vaša anketa optimizirana za mobilne uređaje.
  • Odlučite o najboljim metodama distribucije ankete za vaše poslovanje (emailovi, pop-upovi na stranici, widgeti za povratne informacije, itd.)
  • Razmislite koje je idealno vrijeme za distribuciju vaše ankete u različitim stadijima životnog vijeka kupca
  • Ponudite bonus korisnicima koji odgovore na anketu, (ako ima smisla) – istraživanja pokazuju da stimulacija može povećati postotak odgovora na ankete između 5% i 20%.
  • Zahvalite klijentima za njihove povratne informacije, neovisno od toga kakve su

Pitanja ankete o korisničkom zadovoljstvu

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.

Općenita pitanja ankete o korisničkom zadovoljstvu


-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?

Pitanja ankete o zadovoljstvu SaaS proizvodom

-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?

Pitanja ankete o korisničkom zadovoljstvu


-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]?

Pitanja ankete o korisničkoj službi


-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?

Pitanja ankete o zadovoljstvu web stranicom

-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 korisnika – Najčešća pitanja

Kakva pitanja biih trebao postaviti klijentima?

Trebate im postaviti set pitanja koja će vam pomoći razumjeti snage i slabosti vašeg posla te razloge zadovoljstva ili nezadovoljstva klijenata.

Kako procijeniti zadovoljstvo korisnika?

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.

Kako konstruirati pitanja za anketu?

Kada dizajnirate anketu, trebate pitati pitanja koja su:

  • Jasna, direktna i jednostavna za odgovoriti
  • Otvorena
  • Specifična – s dovoljno informacija da se može dobiti odgovor na njih
  • Zatvorena – ponuditi ispitanicima ograničeni set mogućih odgovora (višestruki izbor) umjesto da ispitanici moraju pisati sve odgovore

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