{"id":784611,"date":"2020-07-09T07:39:07","date_gmt":"2020-07-09T14:39:07","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/10-tips-for-att-utforma-undersokningar-om-kundnojdhet\/"},"modified":"2020-07-09T07:39:07","modified_gmt":"2020-07-09T07:39:07","slug":"10-tips-for-att-utforma-undersokningar-om-kundnojdhet","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/sv\/10-tips-for-att-utforma-undersokningar-om-kundnojdhet\/","title":{"rendered":"10 tips f\u00f6r att utforma unders\u00f6kningar om kundn\u00f6jdhet"},"content":{"rendered":"

Att utforma unders\u00f6kningar om kundn\u00f6jdhet (CSAT) p\u00e5 r\u00e4tt s\u00e4tt \u00e4r avg\u00f6rande f\u00f6r att f\u00f6rst\u00e5 och m\u00e4ta kundupplevelsen (CX)<\/a>. Om det inte g\u00f6rs p\u00e5 r\u00e4tt s\u00e4tt \u00e4r det v\u00e4rre \u00e4n att inte unders\u00f6ka kunderna alls. De uppgifter som du kan f\u00e5 genom d\u00e5ligt utformade unders\u00f6kningar f\u00f6rsv\u00e5rar din forskning, dina enk\u00e4tsvar och din kundstrategi. Vi har beskrivit tio viktiga steg eller principer f\u00f6r att utforma CSAT-unders\u00f6kningar p\u00e5 ett effektivt s\u00e4tt. Vi hoppas att dessa hj\u00e4lper dig att f\u00e5 fler svar och b\u00e4ttre insikter.<\/span><\/p>\n

Hur utformar man kundn\u00f6jdhetsunders\u00f6kningar p\u00e5 ett effektivt s\u00e4tt?<\/h2>\n

1. Definiera syftet med unders\u00f6kningen<\/b><\/h3>\n

Kundunders\u00f6kningar finns av m\u00e5nga olika slag; du kan genomf\u00f6ra dem f\u00f6r att fastst\u00e4lla kundupplevelsen, kundn\u00f6jdheten<\/a>, produktens livsl\u00e4ngd osv. Detta inneb\u00e4r att dina fr\u00e5gor och deras fl\u00f6de kommer att f\u00f6r\u00e4ndras med unders\u00f6kningens syfte. Definiera syftet med unders\u00f6kningen och b\u00f6rja sedan. Detta g\u00f6r dina unders\u00f6kningar mer effektiva och sparar tid, vilket f\u00f6rb\u00e4ttrar svarsfrekvensen.<\/span><\/p>\n

2. F\u00e5 ditt resultat f\u00f6rst<\/b><\/h3>\n

Vi rekommenderar att du tar fram det \u00f6vergripande betyget direkt i b\u00f6rjan av dina CSAT-unders\u00f6kningar<\/a>. P\u00e5 s\u00e5 s\u00e4tt undviker man att p\u00e5verka genom suggestiva eller sv\u00e5ra fr\u00e5gor. Om du placerar ditt sammanlagda betyg i slutet kan det f\u00f6rsvaga betydelsen och giltigheten av din betygsfr\u00e5ga.<\/span><\/p>\n

3. Begr\u00e4nsa ditt fr\u00e5geformul\u00e4r<\/b><\/h3>\n

Ju l\u00e4ngre dina CSAT-unders\u00f6kningar \u00e4r, desto fler kommer att hoppa av. Du vill inte utforma l\u00e5nga unders\u00f6kningar; dina kunder eller respondenter kommer att hoppa av p\u00e5 grund av tr\u00f6tthet. Tanken \u00e4r att f\u00e5 svar fr\u00e5n alla eller s\u00e5 m\u00e5nga kunder som m\u00f6jligt, inte bara fr\u00e5n dem som har haft tid att besvara enk\u00e4ten.<\/span><\/p>\n

4. Undvik personliga fr\u00e5gor i dina unders\u00f6kningar.<\/b><\/h3>\n

Att inkludera personliga fr\u00e5gor i dina unders\u00f6kningar \u00e4r avskr\u00e4ckande och tar bort elementet av anonymitet. Ingen respondent skulle n\u00e5gonsin vilja avsl\u00f6ja personlig information, och s\u00e5dana fr\u00e5gor \u00e4r pinsamma och st\u00f6tande. Var empatisk, skulle du vilja svara p\u00e5 personliga fr\u00e5gor i en webbenk\u00e4t?<\/span><\/p>\n

5. Ge direkta och enkla svar.<\/b><\/h3>\n

Undvik att komplicera dina respondenter genom att be dem ”utv\u00e4rdera”, ”uppskatta” eller ”m\u00e4ta” sin erfarenhet, sitt k\u00f6p, sin tillfredsst\u00e4llelse eller sitt beslut. H\u00e5ll det enkelt s\u00e5 att de kan v\u00e4lja och du kan f\u00f6rst\u00e5 och dra slutsatser.<\/span><\/p>\n

\"Utformning<\/p>\n

6. Utnyttja kundupplevelsen<\/b><\/h3>\n

Om du g\u00f6r en enk\u00e4t till dina kunder strax efter deras upplevelse f\u00e5r du troligen b\u00e4ttre svar och svar eller kommentarer som \u00e4r f\u00e4rska i deras medvetande. Detta \u00e4r avg\u00f6rande f\u00f6r att \u00f6verbrygga eventuella brister som kan finnas f\u00f6r att s\u00e4kerst\u00e4lla en berikande CX.<\/span><\/p>\n

7. Undvik jargong<\/b><\/h3>\n

Det \u00e4r s\u00e4kert att inte anv\u00e4nda jargong och att vara s\u00e5 specifik som m\u00f6jligt i dina unders\u00f6kningar f\u00f6r att f\u00e5 b\u00e4sta m\u00f6jliga svar och maximalt antal svar. M\u00e5nga enk\u00e4tadministrat\u00f6rer anv\u00e4nder jargong, vilket f\u00f6rvirrar respondenterna, s\u00e4rskilt om det r\u00f6r sig om intern eller branschspecifik jargong.<\/span><\/p>\n

8. Skicka inte frekventa p\u00e5minnelser<\/b><\/h3>\n

\u00c4ven om inte alla kunder svarar p\u00e5 dina unders\u00f6kningar \u00e4r det inte r\u00e4tt att \u00f6ver\u00f6sa dem med p\u00e5minnelser. Att p\u00e5minna dem en g\u00e5ng \u00e4r bra, men allt annat \u00e4r on\u00f6digt. Om du ofta p\u00e5minner dem kan det f\u00e5 dem att vilja avregistrera sig fr\u00e5n dina e-postmeddelanden eller kundunders\u00f6kningar.<\/span><\/p>\n

9. H\u00e5ll dig till de b\u00e4sta metoderna f\u00f6r utformning av onlineunders\u00f6kningar<\/b><\/h3>\n

Hur effektiv en unders\u00f6kning \u00e4r beror p\u00e5 hur v\u00e4lbalanserad och strukturerad den \u00e4r och p\u00e5 hur v\u00e4l den tar h\u00e4nsyn till b\u00e5de positiva och negativa svar. Genom att f\u00f6lja de b\u00e4sta metoderna kan du se till att svarsfrekvensen och antalet avslutade unders\u00f6kningar \u00e4r bra. Variera typen av fr\u00e5gor f\u00f6r att undvika tr\u00f6tthet och monotoni i unders\u00f6kningen. Om du vill skapa en varum\u00e4rkesbaserad enk\u00e4t kan du t\u00e4nka p\u00e5 de h\u00e4r tipsen f\u00f6r att utforma en enk\u00e4t<\/a>.<\/span><\/p>\n

10. Anv\u00e4nd en l\u00e4mplig plattform f\u00f6r onlineunders\u00f6kningar<\/b><\/h3>\n

Att anv\u00e4nda en l\u00e4mplig plattform f\u00f6r onlineunders\u00f6kningar \u00e4r avg\u00f6rande f\u00f6r att du ska lyckas. Det finns m\u00e5nga plattformar, men alla erbjuder inte samma funktioner och kan vara b\u00e4st l\u00e4mpade f\u00f6r ditt f\u00f6retag. QuestionPro CX<\/a> \u00e4r den idealiska plattformen f\u00f6r att tillgodose alla dina behov av CX-unders\u00f6kningar. Det ger insikter i realtid som hj\u00e4lper varum\u00e4rken att leverera extraordin\u00e4ra kundupplevelser.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Att utforma unders\u00f6kningar om kundn\u00f6jdhet (CSAT) p\u00e5 r\u00e4tt s\u00e4tt \u00e4r avg\u00f6rande f\u00f6r att f\u00f6rst\u00e5 och m\u00e4ta kundupplevelsen (CX). Om det […]<\/p>\n","protected":false},"author":46,"featured_media":726755,"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":[1440],"tags":[],"yoast_head":"\n10 tips f\u00f6r att utforma unders\u00f6kningar om kundn\u00f6jdhet | QuestionPro<\/title>\n<meta name=\"description\" content=\"Dessa tips f\u00f6r att utforma unders\u00f6kningar om kundtillfredsst\u00e4llelse p\u00e5 ett effektivt s\u00e4tt f\u00f6rb\u00e4ttrar kvaliteten p\u00e5 de insamlade uppgifterna. 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