• 模版
  • 客户满意度调查问题

客户满意度调查问题

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。

Discover our award winning help desk software complete with native live chat, call center, and social integrations.

Tired of using multiple tools and sorting through tickets<br /> manually? Put an end to it with LiveAgent!

{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “What questions should I ask for customer feedback?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “You should ask a set of questions that will help you to understand both the strengths and weaknesses of your work and the reasons for customer satisfaction or dissatisfaction.” } }, { “@type”: “Question”, “name”: “How do you evaluate customer satisfaction?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “You can use surveys to collect feedback from customers. Some customers will choose to complete a survey in exchange for a reward, while others will respond because they are willing to share their opinions.” } }, { “@type”: “Question”, “name”: “How should you construct questions for a survey?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “When designing a survey, you should ask questions that are: – Clear, direct, and easy for respondents to answer. – Open-ended – Specific, in that they provide enough information to answer them, and not too little. – Closed, to offer respondents a limited set of possible answers (multiple choice) rather than asking them to write all of the answers.” } }] }
返回模版 免费创建账户

我们的网站使用cookies。点击继续我们将默认为您允许我们将cookies部署在我们的网站上。 隐私和cookie政策.