Domande del sondaggio sulla soddisfazione dei clienti
Diversi studi hanno rilevato che:
- Un cliente insoddisfatto racconterà la sua esperienza negativa con un’azienda a circa 9-15 persone
- Occorrono in media 12 esperienze positive per compensare un’esperienza negativa irrisolta
- I clienti che assegnano alla tua attività una valutazione di 5 stelle su una scala da 1 a 5 hanno una probabilità 6 volte maggiore di acquistare di nuovo da te
Ciò significa che la posta in gioco per le aziende è alta quando si tratta di soddisfazione del cliente e i sondaggi sulla soddisfazione del cliente sono uno dei modi più efficaci per scoprire come i tuoi clienti si sentono riguardo alla tua attività. I sondaggi aiutano anche a identificare cosa funziona, cosa no e cosa è necessario migliorare in modo da poter fornire un’esperienza migliore ai clienti.
Cosa sono i sondaggi sulla soddisfazione dei clienti?
I sondaggi sulla soddisfazione dei clienti sono questionari progettati per aiutare le aziende a comprendere il livello di soddisfazione dei loro clienti con i loro prodotti, servizi, esperienze personali, immagine del marchio o assistenza clienti. Lo scopo generale dei sondaggi sulla soddisfazione dei clienti è valutare quanto questi siano soddisfatti o insoddisfatti rispetto ai diversi aspetti dei prodotti, servizi o processi.
I sondaggi sulla soddisfazione del cliente possono includere diversi tipi di domande, come domande a scelta multipla (domande su scala di valutazione, domande su scala binaria ‘sì/no’, domande nominali, domande su scala Likert, domande differenziali semantiche) e domande a risposta aperta o qualsiasi combinazione di le domande di cui sopra. Crea degli inviti ai sondaggi per i clienti e inviali: otterrai molte informazioni preziose da loro.
Best practice per i sondaggi sulla soddisfazione dei clienti
Sii breve – i sondaggi con 1-3 domande hanno il tasso di completamento medio più alto (83,34%)
Poni domande che abbiano uno scopo ben definito e una forte motivazione per essere incluse nel sondaggio
Non fare domande a duplici che toccano più di un problema
Evita di utilizzare un gergo interno o di settore che potrebbe creare confusione per gli intervistati
Usa domande del tipo “sì/no” quando la risposta richiesta è semplice
Consenti feedback con testo aperto – potresti scoprire nuove informazioni che non ti aspettavi
Assicurati che il tuo sondaggio sia ottimizzato per i dispositivi mobili.
Decidi i migliori metodi di distribuzione dei sondaggi per la tua azienda (e-mail, popup sulla pagina, widget di feedback, ecc.)
Pensa a un momento ideale per distribuire i tuoi sondaggi in diverse fasi del ciclo di vita del cliente
Offri agli intervistati un bonus (se ha senso) – gli studi hanno dimostrato che gli incentivi possono aumentare i tassi di risposta al sondaggio dal 5% al 20%.
Ringrazia i clienti per il loro feedback, indipendentemente dalla natura del feedback
Domande del sondaggio sulla soddisfazione dei clienti
Per ottenere un feedback prezioso dai tuoi clienti, devi porre loro le domande giuste. Di seguito sono riportate alcune delle domande più comuni del sondaggio sulla soddisfazione dei clienti (sia generali che specifiche del prodotto) che puoi utilizzare quando crei i tuoi sondaggi CSAT.
Domande generali del sondaggio sul feedback dei clienti
-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?
Domande del sondaggio di feedback sui prodotti 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?
Domande del sondaggio sull’esperienza del cliente
-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]?
Domande del sondaggio sul servizio clienti
-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?
Domande del sondaggio di feedback sul sito web
-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?
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Frequently asked questions
Quali domande devo porre per ottenere il feedback dei clienti?
Dovresti fare una serie di domande che ti aiuteranno a capire sia i punti di forza e di debolezza del tuo lavoro sia le ragioni della soddisfazione o dell’insoddisfazione del cliente.
Come valutare la soddisfazione dei clienti?
Puoi usare i sondaggi per raccogliere il feedback dei clienti. Alcuni clienti sceglieranno di completare un sondaggio in cambio di una ricompensa, mentre altri risponderanno perché sono disposti a condividere le loro opinioni.
Come si costruiscono le domande per un sondaggio?
Quando si progetta un sondaggio, è necessario porre domande che siano:
- Chiare, dirette e facili da rispondere per gli intervistati
- A risposta aperta
- Specifiche – per fornire informazioni sufficienti a rispondere, e non troppo poche
- Chiuse – per offrire agli intervistati una serie limitata di risposte possibili (scelta multipla), piuttosto che chiedere loro di scrivere tutte le risposte.
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