{"id":784482,"date":"2017-10-17T04:21:59","date_gmt":"2017-10-17T11:21:59","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning\/"},"modified":"2017-10-17T04:21:59","modified_gmt":"2017-10-17T04:21:59","slug":"varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/sv\/varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning\/","title":{"rendered":"Varf\u00f6r och hur man skapar en effektiv kundn\u00f6jdhetsunders\u00f6kning"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Kundtillfredsst\u00e4llelse \u00e4r en central faktor som avg\u00f6r om f\u00f6retagets kundframg\u00e5ngar lyckas eller inte, och d\u00e4rmed \u00e4ven f\u00f6retaget sj\u00e4lvt. Enligt en nyligen publicerad rapport visade en unders\u00f6kning bland 200 ledande marknadsf\u00f6rare att 71 % av dem ans\u00e5g att kundn\u00f6jdhet \u00e4r en av de viktigaste faktorerna f\u00f6r att n\u00e5 sina tillv\u00e4xtm\u00e5l.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">S\u00e5 varf\u00f6r anser framg\u00e5ngsrika f\u00f6retag att kundn\u00f6jdhet \u00e4r en s\u00e5 viktig del av deras strategi?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Svaret \u00e4r inte en s\u00e4rskilt v\u00e4lbevarad hemlighet &#8211; n\u00f6jda kunder kommer att rekommendera och marknadsf\u00f6ra ditt varum\u00e4rke, missn\u00f6jda kunder kommer att skada ditt varum\u00e4rke. Med andra ord: n\u00f6jda kunder ger dig mer pengar, missn\u00f6jda kunder kostar dig mer pengar!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">F\u00f6r att f\u00f6rst\u00e5 om en kund \u00e4r n\u00f6jd eller inte m\u00e5ste du be dem om feedback. Den mest datainriktade metoden som ger m\u00f6jlighet till omfattande analyser av kundernas svar \u00e4r unders\u00f6kningar om kundn\u00f6jdhet.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Det s\u00e4gs att 91 % av missn\u00f6jda kunder byter till konkurrenterna s\u00e5 fort de f\u00e5r chansen. Ta reda p\u00e5 vad kunderna tycker om de produkter och tj\u00e4nster som erbjuds, arbeta med \u00e5terkopplingen och f\u00e5 dem att k\u00e4nna sig uppskattade genom att skicka ut kundn\u00f6jdhetsunders\u00f6kningar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unders\u00f6kningar om kundn\u00f6jdhet kan best\u00e5 av en fr\u00e5ga, t.ex. Net Promoter Score, som i sig sj\u00e4lv \u00e4r tillr\u00e4ckligt kraftfull f\u00f6r att k\u00e4nna till varum\u00e4rkets delbarhet och kundlojalitet. Om du vill f\u00e5 mer information om produkter, tj\u00e4nster och den allm\u00e4nna upplevelsen kan du ocks\u00e5 st\u00e4lla upp till 25 <a href=\"https:\/\/www.questionpro.com\/tour\/sample-questions.html\" target=\"_blank\" rel=\"noopener\">fr\u00e5gor<\/a>.<\/span><\/p>\n<h2><b>Varf\u00f6r genomf\u00f6ra unders\u00f6kningar om kundn\u00f6jdhet?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">F\u00f6retag anv\u00e4nder unders\u00f6kningar om kundn\u00f6jdhet f\u00f6r att f\u00e5 en b\u00e4ttre f\u00f6rst\u00e5else f\u00f6r organisationens framsteg. De viktigaste motiven f\u00f6r att skicka ut unders\u00f6kningar om kundn\u00f6jdhet \u00e4r bland annat:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">F\u00f6r\u00e4ndringar av processer och leveransm\u00f6nster f\u00f6r att fr\u00e4mja organisationens utveckling.  <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Unders\u00f6k hur de kundorienterade enheterna (callcenter, kundtj\u00e4nstgrupper, detaljhandelsenheter) presterar. N\u00e4r det g\u00e4ller callcenter kan kvaliteten p\u00e5 samtalen \u00f6vervakas tillsammans med arbetskraftens prestanda.  <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">L\u00f6sa eventuella st\u00f6rre problem som kunderna kan ha st\u00f6tt p\u00e5 n\u00e4r de anv\u00e4nde dina produkter\/tj\u00e4nster.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">F\u00f6rb\u00e4ttringar av kundupplevelsen kan g\u00f6ras genom att f\u00f6rst\u00e5 kundens f\u00f6rv\u00e4ntningar p\u00e5 produkterna\/tj\u00e4nsterna.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: center;\">L\u00e4s mer: <a href=\"https:\/\/www.questionpro.com\/survey-templates\/airline-passenger-satisfaction-and-feedback-survey\/\">Enk\u00e4tunders\u00f6kning om passagerarnas tillfredsst\u00e4llelse + fr\u00e5geformul\u00e4r f\u00f6r \u00e5terkoppling<\/a><\/p>\n<h3><b>5 steg f\u00f6r att genomf\u00f6ra unders\u00f6kningar om kundn\u00f6jdhet:  <\/b><\/h3>\n<p><span style=\"font-weight: 400;\">F\u00f6r att en unders\u00f6kning ska kunna ge goda resultat m\u00e5ste den utformas, genomf\u00f6ras och analyseras p\u00e5 ett kvalificerat, noggrant och fullst\u00e4ndigt s\u00e4tt. Ditt m\u00e5l b\u00f6r vara att \u00f6vertr\u00e4ffa ditt tidigare resultat s\u00e5 att du arbetar f\u00f6r att skapa b\u00e4ttre fr\u00e5gor \u00e4n f\u00f6rra g\u00e5ngen.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">H\u00e4r \u00e4r 5 steg som du b\u00f6r f\u00f6lja f\u00f6r att f\u00e5 ut det mesta av en kundn\u00f6jdhetsunders\u00f6kning:<\/span><\/p>\n<h4><b>1. Planera din unders\u00f6kning om kundn\u00f6jdhet<span style=\"font-weight: 400;\">:<\/span><\/b><\/h4>\n<p><b><span style=\"font-weight: 400;\">Olika typer av kunder t\u00e4nker p\u00e5 olika faktorer n\u00e4r de k\u00f6per en produkt, och d\u00e4rf\u00f6r \u00e4r det viktigt att s\u00e4tta upp idealistiska m\u00e5l och skapa unders\u00f6kningar som \u00e4r anpassade till m\u00e5lgruppen.  <\/span><\/b><\/p>\n<p><span style=\"font-weight: 400;\">Att skicka ut en enk\u00e4t om kundtillfredsst\u00e4llelse varje \u00e5r ger inte heller \u00f6nskat resultat, utan b\u00f6r behandlas som en kontinuerlig process som leder till \u00e4ndringar i produkten.<\/span><\/p>\n<h4>2. <b>Fastst\u00e4ll m\u00e4tparametrarna:<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">Huvudsyftet med en kundn\u00f6jdhetsunders\u00f6kning \u00e4r att ta reda p\u00e5 var organisationen st\u00e5r i kundernas \u00f6gon.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">F\u00f6r att veta om kunderna \u00e4r n\u00f6jda eller inte n\u00e4r det g\u00e4ller antingen support eller produkten i allm\u00e4nhet m\u00e5ste du st\u00e4lla fr\u00e5gor som om de skulle rekommendera din produkt till sina v\u00e4nner och kollegor eller om de skulle k\u00f6pa tillbaka produkten.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">F\u00e5 mer information om deras erfarenheter genom att fr\u00e5ga dem om eventuella problem som de har st\u00f6tt p\u00e5 med din organisation eller dina produkter.<\/span><\/p>\n<h4><b>3. Anv\u00e4nd r\u00e4tt verktyg f\u00f6r onlineunders\u00f6kningar f\u00f6r att st\u00e4lla r\u00e4tt fr\u00e5gor:  <\/b><\/h4>\n<p><span style=\"font-weight: 400;\">Anv\u00e4nd r\u00e4tt verktyg f\u00f6r onlineunders\u00f6kningar som QuestionPro f\u00f6r att genomf\u00f6ra en perfekt unders\u00f6kning.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">QuestionPro erbjuder \u00f6ver 10 <a href=\"https:\/\/www.questionpro.com\/survey-templates\/\" target=\"_blank\" rel=\"noopener\">mallar f\u00f6r kundn\u00f6jdhetsunders\u00f6kningar<\/a> och <\/span><a href=\"https:\/\/www.questionpro.com\/article\/survey-question-answer-type.html\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <span style=\"font-weight: 400;\">40 typer av fr\u00e5gor<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-49221 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2017\/10\/2017-10-10_1736-1-1.png\" alt=\"Typer av unders\u00f6kningar om kundn\u00f6jdhet\" width=\"464\" height=\"583\"><\/p>\n<p><span style=\"font-weight: 400;\">B\u00f6rja enk\u00e4ten med att f\u00f6rklara anledningen till att den skickas s\u00e5 att kunderna vet varf\u00f6r de m\u00e5ste svara p\u00e5 den.Med de m\u00e5nga fr\u00e5getyper som erbjuds av QuestionPro kan du st\u00e4lla skarpa och exakta fr\u00e5gor, men inte f\u00f6r m\u00e5nga. N\u00e4r du har f\u00e5tt svaren, anv\u00e4nd dem p\u00e5 ett bra s\u00e4tt s\u00e5 att kunderna k\u00e4nner sig s\u00e4kra p\u00e5 att deras feedback \u00e4r uppskattad.<\/span><\/p>\n<h4><b>4. Dela ut din enk\u00e4t:<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">N\u00e4r du har skapat enk\u00e4ten kan du anv\u00e4nda olika metoder f\u00f6r att sprida den, t.ex. genom att publicera den p\u00e5 sociala medier, l\u00e4gga in den p\u00e5 din webbplats eller skicka ut den via e-post. K\u00f6p QuestionPro Sample om du vill investera i respondenter f\u00f6r din unders\u00f6kning.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-49228\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2017\/10\/2017-10-10_1747-1-1.png\" alt=\"Distribuera en enk\u00e4t om kundn\u00f6jdhet\" width=\"1350\" height=\"611\"><\/p>\n<h4><b>5. Analysera den insamlade feedbacken:<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">Med QuestionPro kan du f\u00e5 en sammanfattning i realtid av de respondenter som deltar i unders\u00f6kningen och genom att anv\u00e4nda alternativ som grafer, diagram och filter kan du g\u00e5 djupare in i de insamlade uppgifterna. Exportera dina resultat till SPSS eller Excel f\u00f6r att analysera dina data ytterligare.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-49237 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2017\/10\/screenshot-www.questionpro.com-2017-10-10-18-14-18-105-1-1.png\" alt=\"Analys av unders\u00f6kningen om kundn\u00f6jdhet\" width=\"1142\" height=\"1905\"><\/p>\n<p><span style=\"font-weight: 400;\">Kundn\u00f6jdhetsunders\u00f6kningar \u00e4r en av de mest objektiva k\u00e4llorna f\u00f6r att f\u00e5 veta vad kunderna tycker om din produkt och om du ser till att deras feedback genomf\u00f6rs kan du gradvis beh\u00e5lla kunderna och bygga upp kundlojalitet.<\/span><\/p>\n<p style=\"text-align: center;\">L\u00e4s mer: <a href=\"https:\/\/www.questionpro.com\/survey-templates\/professional-networking-survey-questions\/\">Fr\u00e5gor om professionella n\u00e4tverksunders\u00f6kningar + mall f\u00f6r provformul\u00e4r<\/a><\/p>\n<p class=\"p1\"><strong>Vill du leverera en exceptionell kundupplevelse med <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">QuestionPro CX<\/a>?<\/strong> Uppt\u00e4ck mer om hur du kan gl\u00e4dja dina kunder vid varje kontaktpunkt och g\u00f6ra dem till varum\u00e4rkesf\u00f6respr\u00e5kare.<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>F\u00e5 tillg\u00e5ng till din kostnadsfria 10-dagars testversion av CX nu<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Kundtillfredsst\u00e4llelse \u00e4r en central faktor som avg\u00f6r om f\u00f6retagets kundframg\u00e5ngar lyckas eller inte, och d\u00e4rmed \u00e4ven f\u00f6retaget sj\u00e4lvt. Enligt en [&hellip;]<\/p>\n","protected":false},"author":86,"featured_media":597733,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1458],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Varf\u00f6r och hur man skapar en effektiv kundn\u00f6jdhetsunders\u00f6kning | QuestionPro<\/title>\n<meta name=\"description\" content=\"Kunderna \u00e4r en tillg\u00e5ng f\u00f6r alla organisationer. Med QuestionPro kan du skapa en exemplarisk kundn\u00f6jdhetsunders\u00f6kning f\u00f6r att f\u00e5 veta hur n\u00f6jda dina kunder \u00e4r.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/sv\/varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Varf\u00f6r och hur man skapar en effektiv kundn\u00f6jdhetsunders\u00f6kning | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Kunderna \u00e4r en tillg\u00e5ng f\u00f6r alla organisationer. Med QuestionPro kan du skapa en exemplarisk kundn\u00f6jdhetsunders\u00f6kning f\u00f6r att f\u00e5 veta hur n\u00f6jda dina kunder \u00e4r.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/sv\/varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2017-10-17T11:21:59+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2017-10-17T04:21:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2017\/10\/1-Customer-Satisfaction-Surveys.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"843\" \/>\n\t<meta property=\"og:image:height\" content=\"504\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Adi Bhat\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Skriven av\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adi Bhat\" \/>\n\t<meta name=\"twitter:label2\" content=\"Ber\u00e4knad l\u00e4stid\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minuter\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/sv\/varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/sv\/varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning\/\"},\"author\":{\"name\":\"Adi Bhat\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/sv\/#\/schema\/person\/6240dce6e1901b1a6c7f3dbd3e22567f\"},\"headline\":\"Varf\u00f6r och hur man skapar en effektiv kundn\u00f6jdhetsunders\u00f6kning\",\"datePublished\":\"2017-10-17T11:21:59+00:00\",\"dateModified\":\"2017-10-17T04:21:59+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/sv\/varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning\/\"},\"wordCount\":1046,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/sv\/#organization\"},\"articleSection\":[\"Kundn\u00f6jdhet\"],\"inLanguage\":\"sv-SE\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/sv\/varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/sv\/varfor-och-hur-man-skapar-en-effektiv-kundnojdhetsundersokning\/\",\"name\":\"Varf\u00f6r och hur man skapar en effektiv kundn\u00f6jdhetsunders\u00f6kning | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/sv\/#website\"},\"datePublished\":\"2017-10-17T11:21:59+00:00\",\"dateModified\":\"2017-10-17T04:21:59+00:00\",\"description\":\"Kunderna \u00e4r en tillg\u00e5ng f\u00f6r alla organisationer. 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