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。

從全球首屈一指的線上調查問卷中,獲取以資料為導向的深入分析。

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,以收集資訊和付款方式。

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。

依實際需求量身打造解決方案,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,以改善使用者的體驗。

向潛在客戶、受邀人等對象收集聯絡資訊。

輕鬆收集並追蹤活動邀請回函。

瞭解參加者的需要,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。

瞭解與會者的想法和意見,把下一場會議辦得更好。

運用同儕意見回饋來協助員工改善績效。

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。

相關資源

使用調查問卷和調查資料的最佳實務

有關問卷調查、給企業的訣竅及其他主題的內容,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。

What is the customer journey?

And why does it matter to your business?

If you run a business, and you’re looking to improve sales and build your brand, you should consider thinking less like an entrepreneur–and more like a consumer.

Why? Because unless you’re keeping your customer in mind every step of the way, you could be missing out.

The customer journey involves every interaction with your company, product, or service. When a customer buys your product or service, that transaction is merely the tip of the iceberg in what is essentially a journey created by all the moments leading up to and following the purchase. You could have great products, a nice website, speedy delivery and a dedicated customer service team, but any weak link (in what turns out to be a very long chain) could send potential customers elsewhere.

How do you improve this process? If you think about your customer transaction as a customer journey, it helps you to focus on the entire experience of doing business with you–from hearing about your product through a friend, to seeing your advertisement, to returning for repeat business. The good news is that you create and control these customer touchpoints. All you have to do is identify them to smooth out the process.

A customer touchpoint is any moment when a customer comes into contact with your brand. This includes before, during, and after the purchase. Your goal is to make sure your customers are happy every step of the way.

The best way to find these touchpoints is by thinking like a customer who has never experienced your brand before and is going through the entire process of doing business with you. Common touchpoints include:

Before the transaction: This could be one of your marketing efforts like ads, online testimonials or social media activity; customers can also form an impression through product reviews on e-commerce sites or through word of mouth. So make sure to listen up by paying attention to social media channels.

During the transaction: Your point of sale environment could be a physical store, a website or catalog; here, customers might interact with your staff, sales team or call center.

After the transaction: This involves billing, product support, questions and returns; also, you might send customer feedback surveys, product newsletters or thank you cards.

After mapping out the touchpoints in the customer journey, step back and see how they all fit together. Are there any obstacles the customer might experience along the way? Are any of the touchpoints missing or underserved? Is it clear for the customer how to resolve potential issues in the transaction?

Once you establish this map of the customer journey, you’ll be able to evaluate the experience and make improvements where necessary.

Your business might have a superior product, dynamic shopping cart or top-notch customer support team, but they won’t amount to much if your customers have trouble accessing them. Smoothing out the touchpoints on the entire transaction with the customer in mind will improve customer satisfaction and customer loyalty.

If any of your touchpoints are unclear, you can always survey your customers to find out how they came across your brand, how they felt during and after the transaction and what could be improved. And if you know your touchpoints inside and out, try using customer experience management software to scale your efforts to get feedback everywhere you need it.

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。

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。

如何用 CSAT 衡量客戶滿意度

測量客戶的滿意度有助於企業邁向成功。瞭解如何藉由 CSAT 調查問卷測量客戶滿意度。