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客户满意度调查问题

客户满意度调查问题

客户满意度调查问题的重要性和如何询问客户的反馈意见进行改进，包括编写调查问卷的技巧和问题示例，以及在评估竞争对手、客户体验、产品质量、价格和购买过程中提供帮助。此外，页面还提供了与网站体验有关的问题。

分类:

客户服务

技术:

什么是客户满意度调查？客户满意度调查的最佳实践客户满意度调查问题一般客户反馈调查问题 SaaS产品反馈调查问题客户体验调查问题客户服务调查问题网站反馈调查问题顾客满意度调查-常见问题顾客反馈应该包含哪些问题？您如何评价顾客满意度？如何编写调查问卷问题？

多项研究发现：

一个不满意的客户会告诉9-15个人他们对生意的负面体验
平均需要12次积极的经历才能弥补一次未解决的消极经历
从1-5星区间给您的业务5星的客户会有6倍的可能性再次从您这里购买

这意味着，当涉及到客户满意度时，企业的风险是很高的，而客户满意度调查是了解客户对企业感觉的最有效的方法之一。调查还可以帮助确定哪些方法有效，哪些方法无效，以及需要改进的地方，以便为客户提供更好的体验。

客户-调查-衡量-去-跟踪-满意度-Nicereply — Nicereply的CSAT调查

什么是客户满意度调查？

客户满意度调查指在帮助企业了解客户对其产品、服务、个人体验、品牌形象或客户支持的满意度水平的问卷调查。客户满意度调查的一般目的是评估客户对您的产品，服务或流程的不同方面的满意程度或不满意程度。

客户满意度调查可能包括不同类型的问题，如多项选择问题（评级尺度问题，二元尺度“是/否”问题，标称问题，里克特量表问题，语义差异问题）和开放式问题或上述问题的任意组合。

客户-调查-评级-代理-Nicereply — 整合Nicereply客户满意度调查到您的LiveAgent电子邮件

客户满意度调查的最佳实践

保持简短–有1-3个问题的调查平均完成率最高(83.34%)
问一些有明确目的和有着很强建设性的问题。
不要问涉及多个问题的双重问题
避免使用可能让受访者感到困惑的内部或行业术语
当问一个结果很简单的问题时，使用是/否的问句。
允许开放文本反馈 – 您可能会发现意想不到的新见解
确保您的调查针对移动设备进行了优化
为您的业务决定最佳的调查分发方法（电子邮件、页面弹出窗口、反馈小工具等）。
考虑在客户生活的不同阶段分发调查的理想时间
为调查对象提供奖金 (如果有用的话) – 研究表明，激励可以使调查回复率提高5%至20%。
感谢客户的反馈，不管反馈的性质如何

客户满意度调查问题

为了从客户那里获得有价值的反馈，您需要问他们正确的问题。下面是一些最常见的客户满意度调查问题（一般的和特定产品的），您可以在创建自己的CSAT调查时使用。

一般客户反馈调查问题

-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?

SaaS产品反馈调查问题

-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?

客户体验调查问题

-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]?

客户服务调查问题

-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?

网站反馈调查问题

-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?

顾客满意度调查-常见问题

顾客反馈应该包含哪些问题？

包含的问题应该能够有助您了解产品或服务的优点和不足，以及让顾客满意或不满意的原因。

您如何评价顾客满意度？

您可以以问卷的形式收集顾客的反馈。有些顾客希望完成问卷之后能收到礼物，而有些只是单纯的想要分享他们的意见。

如何编写调查问卷问题？

在设计问卷的时候，您的问题应该：

清晰、直接而且便于回答
开放式问题
具体-提供足够的信息回答问题
封闭式问题-给调查对象提供几个答案（多个选择），不需要把回答写出来。

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