顾客满意程度调查表CustomerSatisfactionSurvey

可编辑ppt可编辑pptCustomerSatisfactionSurveyWeallknowcustomersatisfactionisessentialtothesurvivalofourbusinesses.Howdowefindoutwhetherourcustomersaresatisfied?Thebestwaytofindoutwhetheryourcustomersaresatisfiedistoaskthem.可编辑pptWhenyouconductacustomersatisfactionsurvey,whatyouaskthecustomersisimportant.How,when,andhowoftenyouaskthesequestionsarealsoimportant.However,themostimportantthingaboutconductingacustomersatisfactionsurveyiswhatyoudowiththeiranswers.可编辑pptWhatToAskYouonlyneedtoaskasinglequestionessentially,”willyoubuyfrommeagain?"However,Youwanttoaskotherquestionsinacustomersatisfactionsurveytogetclosertotheexpectedbehaviorandtocollectinformationaboutwhattochangeandwhattokeepdoing.可编辑pptByallmeansaskthebasiccustomersatisfactionquestions:Howsatisfiedareyouwiththeserviceyoureceived?Howsatisfiedareyouwithourcompanyoverall?Howlikelyareyoutorecommendourproduct/servicetoothers?Whatareyoutorecommendationsforusproduct/service?Howlikelyareyoutobuyfromusagain?可编辑pptHowFace-to-faceAstheyareabouttowalkoutofyourstoreoroffice,askthem.CallthemonthephoneIfyouhavetheirphonenumber,andtheirpermission,youcancallthemaftertheirvisitandaskhowsatisfiedtheyare.MailthemaquestionnaireThistechniquehasbeenusedforalongtime.Theresultsarepredictable.EmailthemacustomersatisfactionsurveyBecarefultonotviolateSpamlawsEmailthemaninvitationtotakeacustomersatisfactionsurvey可编辑pptWhen&HowoftenThebesttimetoconductacustomersatisfactionsurveyiswhentheexperienceisfreshintheirminds.Ifyouwaittoconductasurvey,thecustomer'sresponsemaybelessaccurate.Hemaycolorhisanswersbecauseofconfusionwithothervisitsorconfuseyouwithsomeothercompany.Thebestansweris"oftenenoughtogetthemostinformation,butnotsooftenastoupsetthecustomer".Inrealterms,thefrequencywithwhichyouconductacustomersatisfactionsurveydependsonthefrequencywithwhichyouinteractwithyourcustomers可编辑pptWhatToDoWithAnswersIneedtocompile(收集)theanswersfromdifferentcustomers.Ineedtolookfortrends.Ishouldlookfordifferencesbyregionand/orproduct.However,ImostneedtoactontheinformationIgetfrommycustomersthoughthesurvey.Ineedtofixthethingsthecustomershavecomplainedabout.Ineedtoinvestigatetheirsuggestions.可编辑pptIneedtoimprovemycompanyandproductinthoseareasthatmeanthemosttomycustomers.Ineedtonotchangethosethingsthattheylike.MostimportantlyIneedtogivethemfeedback（反馈）thattheiranswerswereappreciatedandarebeingactedupon.Thatfeedbackcanbeindividualresponsestothecustomersifappropriate,oritcansimplybefixingthethingsthattheytellyouneedtobefixed.可编辑ppt可编辑ppt