Spokojnos\u0165 klientov je k\u013e\u00fa\u010dov\u00e1 pre \u00faspech ka\u017edej firmy. Spokojn\u00ed klienti sa vracaj\u00fa pre viac, m\u00ed\u0148aj\u00fa viac pe\u0148az\u00ed a odpor\u00fa\u010daj\u00fa va\u0161u firmu ostatn\u00fdm. Na druhej strane nespokojn\u00ed klienti m\u00f4\u017eu po\u0161kodi\u0165 va\u0161u poves\u0165, od\u00eds\u0165 ku konkurencii a dokonca v\u00e1s za\u017ealova\u0165.<\/p>\n\n\n\n
Preto je d\u00f4le\u017eit\u00e9 pravidelne mera\u0165 spokojnos\u0165 klientov, aby ste zistili, ako si vediete a kde je potrebn\u00e9 zlep\u0161enie. <\/p>\n\n\n\n
1. Prieskumy spokojnosti klientov (CSAT)<\/strong><\/p>\n\n\n\n Prieskumy CSAT s\u00fa kr\u00e1tke dotazn\u00edky, ktor\u00e9 sa zvy\u010dajne posielaj\u00fa klientom po ich interakcii s va\u0161ou firmou, napr\u00edklad po n\u00e1kupe, kontakte so z\u00e1kazn\u00edckym servisom alebo vyu\u017eit\u00ed va\u0161ich webov\u00fdch str\u00e1nok. Prieskumy CSAT zvy\u010dajne obsahuj\u00fa jednu ot\u00e1zku s 5-bodovou stupnicou, napr\u00edklad: „Ak\u00e1 bola va\u0161a celkov\u00e1 spokojnos\u0165 s na\u0161imi slu\u017ebami?“.<\/p>\n\n\n\n 2. Net Promoter Score (NPS)<\/strong><\/p>\n\n\n\n NPS je \u010fal\u0161\u00ed kr\u00e1tky prieskum, ktor\u00fd sa p\u00fdta klientov, ak\u00e1 je pravdepodobnos\u0165, \u017ee odporu\u010dia va\u0161u firmu svojim priate\u013eom a rodine. Odpovede sa potom prepo\u010d\u00edtaj\u00fa na sk\u00f3re NPS, ktor\u00e9 sa pohybuje od -100 do 100. Sk\u00f3re NPS nad 0 sa pova\u017euje za dobr\u00e9, sk\u00f3re nad 50 za vynikaj\u00face.<\/p>\n\n\n\n 3. Anal\u00fdza sentimentu<\/strong><\/p>\n\n\n\n Anal\u00fdza sentimentu je proces anal\u00fdzy textu s cie\u013eom zisti\u0165 jeho celkov\u00fd t\u00f3n alebo em\u00f3ciu. M\u00f4\u017ee sa pou\u017ei\u0165 na anal\u00fdzu sp\u00e4tnej v\u00e4zby klientov z prieskumov, recenzi\u00ed na internete a pr\u00edspevkov na soci\u00e1lnych sie\u0165ach. Anal\u00fdza sentimentu v\u00e1m m\u00f4\u017ee pom\u00f4c\u0165 identifikova\u0165 oblasti, v ktor\u00fdch potrebujete zlep\u0161i\u0165 svoje slu\u017eby z\u00e1kazn\u00edkom.<\/p>\n\n\n\n 4. Sledovanie s\u0165a\u017enost\u00ed a probl\u00e9mov klientov<\/strong><\/p>\n\n\n\n Sledovanie po\u010dtu a typu s\u0165a\u017enost\u00ed a probl\u00e9mov, ktor\u00e9 va\u0161i klienti nahl\u00e1sia, v\u00e1m m\u00f4\u017ee pom\u00f4c\u0165 identifikova\u0165 oblasti, v ktor\u00fdch potrebujete zlep\u0161i\u0165 svoje produkty, slu\u017eby alebo procesy.<\/p>\n\n\n\n 5. Tajn\u00e9 n\u00e1kupy<\/strong><\/p>\n\n\n\n Tajn\u00e9 n\u00e1kupy s\u00fa, ke\u010f najmete niekoho, aby sa vyd\u00e1val za z\u00e1kazn\u00edka a vyu\u017eil va\u0161e produkty alebo slu\u017eby. Tajn\u00fd nakupuj\u00faci v\u00e1m potom poskytne sp\u00e4tn\u00fa v\u00e4zbu o svojich sk\u00fasenostiach.<\/p>\n\n\n\n 6. Zozbieranie sp\u00e4tnej v\u00e4zby od zamestnancov<\/strong><\/p>\n\n\n\n Va\u0161i zamestnanci maj\u00fa \u010dasto cenn\u00e9 poznatky o spokojnosti klientov. M\u00f4\u017eete ich po\u017eiada\u0165, aby v\u00e1m poskytli sp\u00e4tn\u00fa v\u00e4zbu o interakci\u00e1ch, ktor\u00e9 mali so z\u00e1kazn\u00edkmi.<\/p>\n\n\n\n 7. Sledovanie metr\u00edk z\u00e1kazn\u00edckeho servisu<\/strong><\/p>\n\n\n\n M\u00f4\u017eete sledova\u0165 r\u00f4zne metriky z\u00e1kazn\u00edckeho servisu, ako je priemern\u00e1 doba rie\u0161enia, miera prv\u00e9ho kontaktu a miera rie\u0161enia. Sledovan\u00edm t\u00fdchto metr\u00edk m\u00f4\u017eete identifikova\u0165 oblasti, v ktor\u00fdch m\u00f4\u017eete zlep\u0161i\u0165 efektivitu svojho z\u00e1kazn\u00edckeho servisu.<\/p>\n\n\n\n Meranie spokojnosti klientov je nepretr\u017eit\u00fd proces. Pravideln\u00fdm meran\u00edm a sledovan\u00edm svojich v\u00fdsledkov m\u00f4\u017eete identifikova\u0165 oblasti, v ktor\u00fdch potrebujete zlep\u0161enie, a podnikn\u00fa\u0165 kroky na zlep\u0161enie spokojnosti klientov a budovanie silnej\u0161\u00edch vz\u0165ahov s klientmi.<\/p>\n\n\n\n Okrem t\u00fdchto 7 met\u00f3d existuje mnoho \u010fal\u0161\u00edch sp\u00f4sobov, ako mera\u0165 spokojnos\u0165 klientov. Najlep\u0161\u00ed sp\u00f4sob pre va\u0161u firmu bude z\u00e1visie\u0165 od va\u0161ich individu\u00e1lnych potrieb a cie\u013eov.<\/p>\n","protected":false},"excerpt":{"rendered":" Spokojnos\u0165 klientov je k\u013e\u00fa\u010dov\u00e1 pre \u00faspech ka\u017edej firmy. Spokojn\u00ed klienti sa vracaj\u00fa pre viac, m\u00ed\u0148aj\u00fa viac pe\u0148az\u00ed a odpor\u00fa\u010daj\u00fa va\u0161u firmu ostatn\u00fdm. Na druhej…<\/p>\n","protected":false},"author":1,"featured_media":3209,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[33],"tags":[],"class_list":["post-3208","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bisnis"],"_links":{"self":[{"href":"https:\/\/dennikin.sk\/index.php?rest_route=\/wp\/v2\/posts\/3208","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dennikin.sk\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dennikin.sk\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dennikin.sk\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dennikin.sk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3208"}],"version-history":[{"count":0,"href":"https:\/\/dennikin.sk\/index.php?rest_route=\/wp\/v2\/posts\/3208\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dennikin.sk\/index.php?rest_route=\/wp\/v2\/media\/3209"}],"wp:attachment":[{"href":"https:\/\/dennikin.sk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3208"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dennikin.sk\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3208"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dennikin.sk\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3208"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}