產品

SurveyMonkey 能滿足各種使用案例和需求。歡迎探索我們的產品,瞭解 SurveyMonkey 能為您提供什麼協助。

使用領先全球的線上調查問卷服務,獲得以資料為導向的深入解析。

可與超過 100 款應用程式和外掛程式整合,讓您事半功倍。

建立並自訂線上表單,以收集資訊並接受付款。

利用內建的 AI 打造更優質的調查問卷並快速獲得獨到見解。

量身打造的解決方案,滿足您所有的市場研究需求。

範本

測量客戶對貴公司的滿意度和忠誠度。

瞭解如何讓客戶滿意,使他們成為您忠實的擁護者。

取得可化為實際行動的深入解析,改善使用者的體驗。

向潛在客戶、受邀人等對象收集聯絡資訊。

輕鬆收集並追蹤下一場活動的邀請回函。

瞭解出席者的期待,使下一場活動更成功。

發掘能提升員工參與度並改善績效的深入解析。

收集出席者的想法和意見,把下一場會議辦得更好。

運用同儕的想法和意見來協助員工提升績效。

打造更好的課程並改善教學方法。

瞭解學生對課程資料和教學狀況的評價。

瞭解客戶對您的新產品構想有何看法。

資源

使用調查問卷和調查資料的最佳實務

有關問卷調查、商務技巧及更多其他內容,都在我們的部落格。

SurveyMonkey 的使用教學與指南。

頂尖品牌如何透過 SurveyMonkey 推動成長。

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3 powerful ways to improve customer experience

Customer experience (CX) plays a pivotal role on the growth at your organization.  

The majority of consumers (85% according to Zendesk) account for companies’ expected quality of service before they decide who to buy from. And McKinsey & Company proved that happy customers are more likely to continue working with you and buy additional products/services from you. 

Given the importance of customer experience (your clients’ sentiment as a result of all the interactions they have with you), how can you go about improving it at your organization?

We’ll walk you through 3 approaches that can make a meaningful impact.

Without measuring how your customers feel, it becomes next to impossible to understand how to improve customer experience.

Begin the process of measuring customer experience by picking a metric you can calculate over time. Your options include:

  • The Net Promoter Score® (NPS): The leading metric for measuring customer loyalty comes from asking customers how likely they’d be to recommend your product/service to a friend or colleague (using a 10-point scale).
  • The customer effort score: Tells you the level of effort customers need to exert in order to resolve a specific issue with your product/service.
  • The customer satisfaction score: Gauges how the customer feels about a specific experience they had with your product and/or team.

Once you know which metric you want to track, plan on measuring it consistently. This not only helps you understand how your customer experience is changing, but it also allows you to address any issues early on. 

Learn more about how you can use each of these customer experience metrics.

Whichever metric you want to use, surveys can help you measure it. They’re easy to build, send, and analyze once your responses come in. And, assuming you’re protecting respondents’ identities, they give your customers an opportunity to provide honest, thoughtful feedback.

To help you get started on your survey, check out these popular, expert-built templates:

Even if your team knows how to improve customer experience, they might need an extra nudge to take action.  

Encourage your customer-facing team(s) to take the right steps, quickly, by tying rewards directly to their customer’s success. For instance, employees, whose customers provide feedback that either meet or exceed a satisfaction benchmark, on average, can be eligible to receive a reward. Alternatively, you can tie the employees’ performance to more business-specific metrics, like the customer churn rate (the rate at which customers leave your business over a given period of time), among others.

Here are some ideas for how you can structure your performance-based payment:

  1. Offer a bonus. To ensure it’s consistently top of mind for employees, award it on a frequent basis—like once per quarter.
  2. Designate a certain percent of the salary to customer performance. This option forces employees to earn their full salary by delivering customers with an exceptional experience.
  3. Offer non-monetary awards. These can include paid vacations, gift cards, and pretty much anything else you can imagine! A non-monetary award that’s catered to the individual’s preferences can be just as meaningful as one that’s strictly financial.

When employees feel connected to customers, they’re in a better position to make decisions that are in the customer’s best interests.

Your executive team will know where to invest in your organization; your engineers and product managers will prioritize the products and/or features that customers want the most; your graphic designers will feel empowered to create visuals that are easier for customers to grasp—and so on.

Employees’ close relationship to customers can also improve their job performance and satisfaction. According to our research on the relationship between employees and customers, 72% of employees who think about customers at least once per week find their job meaningful—versus 58% of employees who think about customers less often. Also, 81% of employees who believe their work impacts customers say that they plan to stay at their organization for at least 2 years—compared to 73% of employees who don’t think their work influences customers.

Help your team get closer to customers by:

  • Sharing customer information in a place any employee can access
  • Encouraging your team to shadow customer-facing colleagues
  • Inviting customers to speak at your organization

Discover how to adopt customer interaction reports to help your team feel closer to customers. 

There’s a lot that goes into executing each of these ideas. To learn how you can implement them at your organization, and to see what else you can do to improve the employee-customer relationship, read our guide for building a customer centric culture

The better your customer experience, the better off your clients, and, ultimately, your business will be. So invest in it. The potential payoffs can make them well worth your time.

客戶滿意度調查問卷範本

從眾多的客戶滿意度調查問卷範本中隨意挑選,既節省時間又能獲得靈感。馬上就開始收集您需要的意見回饋。

利用線上評量表單收集可付諸行動的意見回饋

SurveyMonkey 的線上評量表單能讓意見回饋發揮強大力量。立即使用我們的表單建立器!

瞭解 Box 如何運用客戶資料,以增強團隊能力

探索 Box 如何使用 SurveyMonkey 建立 360 度的客戶歷程視角,並在同一處收集意見反應。

透過客戶的成功故事和見證心得,提升品牌知名度

直接擷取客戶的故事與見證,並將意見回饋轉化為個案研究、使用心得和評論,為業績和行銷提供助力。