{"id":784641,"date":"2020-08-19T23:46:15","date_gmt":"2020-08-19T23:46:15","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/gor-mer-med-kundernas-feedback-ga-bortom-nps-poangen\/"},"modified":"2020-08-19T23:46:15","modified_gmt":"2020-08-19T23:46:15","slug":"gor-mer-med-kundernas-feedback-ga-bortom-nps-poangen","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/sv\/gor-mer-med-kundernas-feedback-ga-bortom-nps-poangen\/","title":{"rendered":"G\u00f6r mer med kundernas feedback: G\u00e5 bortom NPS-po\u00e4ngen"},"content":{"rendered":"

Eftersom det \u00e4r f\u00f6rbjudet att \u00e4ta ute p\u00e5 grund av pandemin har jag best\u00e4llt mat m\u00e5nga g\u00e5nger den senaste tiden. Det prim\u00e4ra behovet \u00e4r inte l\u00e4ngre ”snabb” eller ”punktlig” leverans utan ”s\u00e4ker” leverans. Jag \u00e4r \u00f6vertygad om att det viktigaste \u00e4r att take-out-st\u00e4llet och budb\u00e4raren f\u00f6ljer alla n\u00f6dv\u00e4ndiga s\u00e4kerhets- och hygiennormer. I dag ska vi tala om <\/span>
\n Net Promoter Score Plus (NPS+)<\/span>
\n<\/a>), v\u00e5r nyaste funktion f\u00f6r kundupplevelse (CX), och hur den kan hj\u00e4lpa varum\u00e4rken att f\u00f6rb\u00e4ttra sin kundupplevelse och kundn\u00f6jdhet.<\/span><\/p>\n

En stor del av kundernas feedback kan vara eller inte vara kopplad till detta specifika problem. Du kan inte l\u00e5ta matkvaliteten bli d\u00e5lig eller h\u00f6ja priserna kraftigt f\u00f6r att t\u00e4cka extra eller nya utgifter. De flesta av orsakerna eller klagom\u00e5len kanske inte ens kommer i f\u00f6rgrunden. De flesta unders\u00f6kningar har en fr\u00e5ga om betygsskalan som st\u00e4lls omedelbart efter transaktionen. Baserat p\u00e5 interaktionen, tiden fram till leverans osv. kan betyget vara allt mellan 0-10.<\/span><\/p>\n

Om ditt betyg \u00e4r 9 eller 10, grattis, d\u00e5 g\u00f6r du allting r\u00e4tt. Om det \u00e4r n\u00e5got l\u00e4gre \u00e4n s\u00e5, \u00e4r det orov\u00e4ckande, och det \u00e4r \u00e4nnu mer orov\u00e4ckande om det \u00e4r 6 eller l\u00e4gre. Vad kan vara orsaken till det l\u00e5ga betyget? \u00c4r det f\u00f6rseningen eller bara en av m\u00e5nga faktorer? Du kan fr\u00e5ga dem eller g\u00f6ra en enk\u00e4t n\u00e4r du har f\u00e5tt betygs\u00e4ttningen, men det kommer f\u00f6rmodligen inte att ge n\u00e5gra resultat. Du kan ha f\u00f6rlorat dem och orsakerna till dem.<\/span><\/p>\n

Vad \u00e4r NPS+?<\/span><\/h2>\n

Traditionell <\/span>
\n NPS (Net Promoter Score)<\/span>
\n<\/a> kan ge dig information om hur m\u00e5nga procent som \u00e4r positiva, passiva och negativa, men den g\u00e5r mycket l\u00e4ngre \u00e4n s\u00e5. Att bara k\u00e4nna till ditt resultat och k\u00e4nna sig trygg med att du \u00e4r n\u00e4ra den <\/span>NPS-benchmark f\u00f6r branschen<\/span><\/a> \u00e4r inte tillr\u00e4ckligt. Vi kommer snart att inf\u00f6ra NPS+, en funktion som \u00e4r exklusiv f\u00f6r QuestionPro. <\/span>Avancerad NPS<\/span><\/a> best\u00e5r huvudsakligen av tre aspekter, NPS, grundorsak och en \u00f6ppen textfr\u00e5ga. Organisationer kommer att ha stor nytta av NPS+ eftersom det hj\u00e4lper dig att ber\u00e4kna ditt Net Promoter Score, identifiera sk\u00e4len bakom po\u00e4ngen och s\u00f6ka ytterligare kundfeedback. Med hj\u00e4lp av kundfeedback kan du f\u00f6rnya och skapa tillsammans med dina kunder. Du kan anv\u00e4nda deras bidrag f\u00f6r att g\u00f6ra dina produkter och tj\u00e4nster b\u00e4ttre f\u00f6r att f\u00f6rb\u00e4ttra <\/span>kundupplevelse<\/span><\/a>. Genom att samarbeta med dina kunder kan du ocks\u00e5 f\u00f6rst\u00e5 om nya produkt- eller tj\u00e4nsteid\u00e9er faller dem i smaken. Du kan anv\u00e4nda deras feedback i produktutvecklingen f\u00f6r att g\u00f6ra den b\u00e4st l\u00e4mpad f\u00f6r att uppfylla kundernas behov och krav. Med hj\u00e4lp av den ytterligare feedback som du f\u00e5r kan du b\u00e4ttre f\u00f6rst\u00e5 hur kunderna f\u00f6rsvinner. F\u00f6rlorar du dem till konkurrenterna p\u00e5 grund av b\u00e4ttre priser eller produkter, eller \u00e4r det n\u00e5got som du kunde ha \u00e5tg\u00e4rdat eller undvikit? En d\u00e5lig upplevelse vid n\u00e5gon kontaktpunkt kan p\u00e5verka <\/span>
\n kundtillfredsst\u00e4llelse<\/span>
\n<\/a> och lojalitet. <\/span> <\/p>\n

Varum\u00e4rken som vill f\u00f6rb\u00e4ttra sina kundupplevelser b\u00f6r \u00f6verv\u00e4ga NPS+ och de f\u00f6rdelar det ger. Mycket mer <\/span>information om NPS+<\/span><\/a> finns p\u00e5 v\u00e5r webbplats. Du kan se hur rapporterna och instrumentpanelerna skulle se ut. Om du vill se den i praktiken kan du beg\u00e4ra en demo eller kolla in v\u00e5r <\/span>plattform f\u00f6r hantering av kundupplevelser<\/span><\/a>. Du kan skapa ett gratis konto p\u00e5 mindre \u00e4n en minut. Uppt\u00e4ck orsakerna bakom kundernas feedback och k\u00e4nslor och fatta v\u00e4lgrundade kundbeslut med NPS+.<\/span><\/p>\n

Traditionell NPS vs. NPS+<\/span><\/h3>\n

Traditionell <\/span>
\n NPS (Net Promoter Score)<\/span>
\n<\/a> anv\u00e4nds f\u00f6r att m\u00e4ta kundlojalitet genom att fr\u00e5ga dina kunder om de skulle rekommendera ditt varum\u00e4rkes produkter eller tj\u00e4nster till sina n\u00e4ra och k\u00e4ra. Baserat p\u00e5 deras svar kategoriseras de som antingen negativa (kunden fick 6 eller mindre av 10 po\u00e4ng), passiva (7 eller 8 po\u00e4ng) eller positiva (9 eller 10 po\u00e4ng). Detta gav dig en uppfattning om NPS-po\u00e4ngen och om var du stod i f\u00f6rh\u00e5llande till <\/span>NPS-benchmarks f\u00f6r branschen<\/span><\/a>. Medan du fick reda p\u00e5 ditt varum\u00e4rkes po\u00e4ng, var orsakerna bakom po\u00e4ngen i stort sett ok\u00e4nda.<\/span><\/p>\n

\"net-promoter-score-nps\"<\/p>\n

Med NPS+ kan du <\/span>
\n ber\u00e4kna din NPS-po\u00e4ng<\/span>
\n<\/a>, ta reda p\u00e5 vad kunderna har f\u00f6r sk\u00e4l till betyget och s\u00f6k ytterligare feedback fr\u00e5n kunderna. Detta hj\u00e4lper dig att f\u00f6rb\u00e4ttra din produkt, f\u00f6rst\u00e5 vilka kundkontaktpunkter som beh\u00f6ver uppm\u00e4rksammas samt att f\u00f6rnya och skapa tillsammans med dina konsumenter. NPS+ l\u00e5ter kunderna r\u00f6sta p\u00e5 andra kunders feedback, vilket g\u00f6r att kritiska fr\u00e5gor som beh\u00f6ver uppm\u00e4rksammas omedelbart kommer fram. Om du vill veta mer om <\/span>
\n Anv\u00e4ndning och f\u00f6rdelar med NPS+.<\/span>
\n<\/a> eller avancerad net promoter score, se v\u00e5r senaste artikel.<\/span><\/p>\n

\"analys
Analys av k\u00e4nslor<\/strong><\/figcaption><\/figure>\n
\"F\u00f6rdelningsdiagram
F\u00f6rdelningsdiagram<\/strong><\/figcaption><\/figure>\n","protected":false},"excerpt":{"rendered":"

Eftersom det \u00e4r f\u00f6rbjudet att \u00e4ta ute p\u00e5 grund av pandemin har jag best\u00e4llt mat m\u00e5nga g\u00e5nger den senaste tiden. […]<\/p>\n","protected":false},"author":46,"featured_media":727210,"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":"\nG\u00f6r mer med kundernas feedback: G\u00e5 bortom NPS-po\u00e4ngen | QuestionPro<\/title>\n<meta name=\"description\" content=\"Genom att beg\u00e4ra kundfeedback n\u00e4r du genomf\u00f6r NPS-unders\u00f6kningar kan du f\u00f6rst\u00e5 kundn\u00f6jdhet, kundlojalitet och produkt- och varum\u00e4rkesprestanda. Anv\u00e4nd NPS+ i din organisation f\u00f6r att f\u00f6rst\u00e5 varf\u00f6r ditt NPS-betyg \u00e4r s\u00e5 viktigt.\" \/>\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\/gor-mer-med-kundernas-feedback-ga-bortom-nps-poangen\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"G\u00f6r mer med kundernas feedback: G\u00e5 bortom NPS-po\u00e4ngen | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Genom att beg\u00e4ra kundfeedback n\u00e4r du genomf\u00f6r NPS-unders\u00f6kningar kan du f\u00f6rst\u00e5 kundn\u00f6jdhet, kundlojalitet och produkt- och varum\u00e4rkesprestanda. 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