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。

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Increase customer lifetime value with surveys

Customer lifetime value (CLV) is the net profit a repeat customer will generate for your company over their lifetime. To predict a customer’s CLV, companies calculate the cumulative value and frequency of all a customer’s transactions. By shifting the focus from short-term value to lifetime value, companies can predict, and improve, their long-term financial health.

According to the Harvard Business Review, it costs 7 times more to acquire a new customer than it does to retain an existing one. Companies that increase their customer retention rate by 5% see a 25% to 95% increase in profit. In the long run, then, a business strategy that retains a small number of repeat customers is more valuable than one that attracts a large number of one-time customers.

The key to retaining customers and increasing their customer lifetime value is to deliver an excellent customer experience. You can use a customer satisfaction survey to get the data you need to understand and improve your company’s customer experience.

Customers are increasingly placing monetary value on the ease and consistency of customer experience. As many as 55% of customers say they are willing to pay more for an excellent experience, even if the product or service is the same in the end. When people know they’ll have an excellent experience with your company, they don’t spend time looking for cheaper alternatives.

A bad customer experience has the opposite effect on profit. Every time a customer has a bad experience, your company loses more than $500 in customer lifetime value, according to Ernst & Young. And most companies have no idea it’s happening! Just 4% of dissatisfied customers will tell your company about their bad experience.

To build a better customer experience, turn to data from customer satisfaction surveys. These surveys help you understand and improve your customer experience. In fact, just sending a survey to customers can, itself, boost satisfaction.

The Net Promoter® Score (NPS) Survey Template is always a good place to start your customer satisfaction survey. NPS uses how like a survey respondent is to recommend a company, product, or service to measure customer satisfaction.

Net Promoter Score template example

NPS is a popular way to measure customer satisfaction, across industries, for a number of reasons:

  • It’s short. It’s just one question, really. Since most people spend 10 minutes or less filling out a survey, they’re far more likely to complete a shorter survey. And the more likely people are to complete a survey, the more accurate its results are.
  • The “likeliness to recommend” metric is versatile. It applies to any interaction a customer has with your company, be it purchasing a product, using a service, or interacting with customer service. It also applies to both new and repeat customers.
  • NPS results are useful. NPS is a good indication of customer loyalty, which is directly linked to customer lifetime value. Repeat customers decide “likeliness to recommend” based on the sum total of their experiences, so you can track the overall sentiment of your most valuable customers.

Follow up the NPS Survey with more specific questions. Use an open-ended question to ask customers to explain their score or select one from our Question Bank.

A satisfied customer is far more likely to make another purchase from your company than a dissatisfied customer is. To retain customers and improve CLV, then, be sure to collect and listen to feedback from satisfied, as well as dissatisfied, customers. Unfortunately, according to a Zendesk study, satisfied customers are about 50% less likely to give your company feedback.

To reach the silent majority of satisfied customers, take measures to improve your overall survey response rate. A high response rate produces more statistically significant results and data that isn’t skewed by a few angry customers. Here are a few ways to boost your survey response rate:

  • Cut your survey down to 15 questions or less. People have less patience for long customer surveys than for long surveys related to work or school. If your customer survey has more than 15 questions, respondents are up to 20% less likely to complete it.
  • Offer an incentive, like a sweepstakes entry or discount code, to customers who complete a customer survey. Discount codes are especially attractive to repeat customers. They also incentivize both new and repeat customers to make another purchase from your company.
  • Make it clear in your survey pitch that you plan to take action based on the feedback you gather. For some customers, simply knowing that you’ll put their feedback to good use is enough of an incentive. Like you, these customers just want your company, your customer experience, your product, or your service to be better.

A great customer survey with a high response rate helps you reach those repeat customers who provide the most value to your company. Feedback from these customers gives you important insight into the ways you can improve the customer experience and, by extension, the CLV of your customers. A business strategy that puts these satisfied customers first helps ensure the long-term financial health of your company.

Ready to get started? Create a new survey now.

NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

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。