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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Benchmarking survey results

Success is a little like art: Sometimes, you just know it when you see it. And just like your artistic endeavors, even if you feel like you’re doing well, your success can still be up for debate. Why? The things you might claim as a victory could be labeled a failure by others, including your boss, your stakeholders, and your competitors.

Because when it comes down to it, success is also a science (if you’re paying attention to the numbers). But there’s only so much one dataset can do to help you measure your success. That’s where benchmarking survey results comes in.

What is benchmarking? When you set benchmarks, you’re essentially setting a baseline or standard that you can use to find where you need to improve, set goals, and measure your performance over time. And a great way to benchmark your performance metrics is by using surveys.

Whether you’re measuring customer satisfaction, employee engagement, customer loyalty, website feedback, or just about anything else, the first thing you have to do is send out a survey to get your initial results.

Here are a few of our most popular sample survey templates, created by our own survey experts, to help you get started.

If you need people from your target market to take your concept testing surveys, SurveyMonkey Audience can help make your test a snap.

  • Net Promoter® Score (NPS) Survey Template: With one powerful question, determine whether or not your clients are both loyal and willing to promote your company.
  • Website Feedback Survey Template: See what your visitors really think about your website. This template helps you understand the “why” behind your web analytics.
  • Customer Satisfaction Survey Template: Gauge customer happiness with questions about professionalism, convenience, and more.
  • Employee Engagement Survey Template: Measure how employees really feel about their jobs, their workplace relationships, and your corporate culture.

Imagine you want to send out an online questionnaire to your customers to see how well your customer service team is meeting their needs—so you ask the following example customer service feedback survey question to find out if your customers are happy with you:

How well did our customer service representative answer your question or solve your problem?

Once you’ve collected your survey results, you see that 72% of people said that your customer service representative answered their question or solved their problem moderately well. But what do you do with that number? How do you know if it’s good or bad?

Although a 72% is better than a neutral rating, it’s not 100%. And getting a once-off measurement of whether or not your customer service reps properly addressed a customer issue won’t help you in the long run. So it’s a good idea to set internal baselines or benchmarks.

You can practice internal benchmarking by comparing your current performance metrics to past numbers. This helps you give context to the data you collect, and turn abstract data (like 72%) into quantifiable progress.

When it comes to benchmarking, once you collect the data, you’ve already done most of the work. In this instance, now that you have an initial datapoint, you should consider 72% as the beginning of your journey. Here’s how to benchmark from there:

  • After you note your initial benchmark, set goals. Maybe you want to get to at least 90% within half a year.
  • Send the same survey to customers again. At least twice a year is best, at regular intervals.
  • Once you send out the survey again, compare that measurement with your baseline. Maybe this time, you’ll get 85%.
  • Readjust your expectations and goals every time you collect customer feedback. If you dip below your initial benchmark, you know it’s time to make some serious improvements.

But internal benchmarking only gives you part of the picture—your own progress. It’s time to get to know where you stand against similar organizations in your industry.

Of course, it’s a great idea to use internal benchmarks to inform your goals—but external benchmarks help you gain perspective.

When you perform external benchmarking, you are comparing the data you’ve collected against the data collected by a peer organization.

For example, if your 72% jumps to 85% within six months, you may feel pleased. But what if similar organizations in your industry had even higher scores to begin with—or they’re improving at a faster rate?

“90% of Organization X’s customers say their customer service team is resolving their issues moderately well, so 90% is the standard that informs whether or not we’re doing a good job.”

That way, you can target your efforts (and budget) accordingly.

But in order to access external benchmarking data, you’ve got to go through a service that collects the data from organizations across your industry.

Boost employee performance metrics. Engaged employees are more likely to give great service, and that could translate to more loyal customers. Uncover the barriers to employee engagement, tweak accordingly, and use a second and third survey sample to make sure you’re on the right track.

Track customer loyalty. Seek and destroy barriers to customer loyalty, including snarky employees, confusing store layouts, and poor product quality. Survey your customers about their interactions with your company, and use benchmarking to measure the efficacy of the changes you make.

Measure the impact of an ad. Planning a big, splashy ad campaign? Take the pulse of your consumers with a survey, released right before that ad. Then, use a second survey to see whether your campaign worked or failed.

Determine your brand strategy. Determine how many of your current clients are willing to work as brand advocates, and see if they’re more or less likely to do the same work for your competition. Low customer loyalty scores could prompt you to change your ad strategy, or you could build a loyalty program that really converts the naysayers.

Monitor the customer experience. Spend your money wisely with the results of external benchmarks. Should you boost product quality? Staffing levels? Training? Your web presence? Use data to make smart choices by repeating customer satisfaction questionnaires, website feedback polls, employee engagement surveys and more.

Perform market research. Online stalking can tell you a lot about your competitors, but benchmarking your success against theirs removes the guesswork. Get vital insights on where competitors are succeeding, and apply those lessons in your company.

工具組目錄

探索我們專為特定角色或產業設計的眾多工具組,幫助您善加利用意見回饋。

螢幕擷取畫面上呈現 SurveyMonkey 線上請求表單

輕鬆建立和自訂專屬的請求表單,以收集員工、客戶及其他對象的要求或申請。使用專家建立的範本,幾分鐘就能完成。

利用線上訂購單來帶動您的業務增長

輕鬆建立和自訂專屬訂購單,為您的商品和服務接受付款,或使用專家建立的範本快速開始。

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!