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。

探索集合於單一強大平台上的核心功能和進階工具。

建立並自訂線上表單,以收集資訊並接受付款。

可與超過 100 款應用程式和外掛程式整合,讓您事半功倍。

量身打造的解決方案,滿足您所有的市場研究需求。

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。

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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5 good reasons to capture the voice of the customer

The term “voice of the customer” has gone viral. According to Google Trends, interest in voice of the customer has increased by over 100% worldwide during the past year alone. But why is it getting so much attention, and how can it help you and your employer?

Before going any further, let’s make sure we’re on the same page:

Voice of the customer is the process of collecting feedback from your customers related to their experiences and preferences and then sharing that insight internally.

Seems simple enough, but implementing it at the organizational level can be challenging. It requires cross-functional buy-in, and both an understanding for and execution on each step of the process. As a result, implementing a voice of the customer program can be a time-consuming and daunting task.

If implemented effectively, however, your voice of the customer program has the potential to significantly improve the operations of several functions of your business, and the experience of your employees and customers.

Here are the top five reasons to implement a voice of the customer program at your company:

Customer feedback is relevant for nearly every area of business. But how can it help each of your teams become more productive in their work?

Product Management: A big part of the team’s focus is to maximize the value that your products and services can deliver for your clients. With this priority in mind, the team needs to get a handle on how their products are being used and understand the relative strengths and weaknesses of its various features.

The voice of the customer can play a pivotal a role in this process. According to a recent study of 200 Product Managers, more than half cited that feedback from customer surveys was “highly influential” in shaping their product roadmap. By giving customers a platform to be anonymous and asking the right questions in your survey, the responses are likely to be effective in determining whether products and features should be improved on, removed, or created.

Customer Support: The customer support process should never become static. It’s critical to understand how clients’ needs are changing and how their experiences can be improved on over time.

There’s no better tool than surveys for routinely gathering customer feedback at various stages of the customer lifecycle. The responses offer support reps an opportunity to assess the health of their accounts and determine which aspects of support are more valuable than others. The responses also give reps a handle on how each of their clients like to be supported, allowing the customer experience to become personalized.

Marketing/Sales: Without guidance from clients and prospects, your messaging will flounder. Marketers and sales reps need to understand why customers bought your products, how it’s helping them, and why your offerings differ from alternative options in the market. By polling clients and the stakeholders at your best accounts, your team will be able to understand and communicate the product’s value propositions more effectively.

Proof points, which can also be directly attributed to the experiences of your clients, add additional credibility to your brand and products. According to a 2017 study by Demand Gen Report, 75% of B2B buyers place a high emphasis on the trustworthiness of the source. What’s more trustworthy than the experiences of your customers? Leveraging voice of the customer stories throughout the prospect lifecycle enables greater trust in your products and brand, ultimately enticing prospects to move through the purchasing funnel faster.

Looking for feedback today? Try SurveyMonkey Audience.

Sometimes customers will catch you off guard. Their perspective on engagement with your company may differ from yours. For example, a client might be more successful than you’d guess and request an upgrade to a more aggressive package. In another case, the client may tell you about another challenge that their organization is experiencing, unaware that it can be addressed by another one of your offerings.

The most efficient way to identify clients who are most qualified for additional sales? Make sure you’re asking the right questions!

A critical piece in evaluating the performance of your support and success reps is to understand the quality of the relationships they have with their clients.

One way to measure the strength of the relationship is by using a traditional customer satisfaction metric, such as Net Promoter Score. A single standardized score gives management the ability to easily compare reps against each other, and see how they’re stacking up on aggregate to the score that your team is aiming for.

Incorporating reps’ NPS scores as part of their compensation package also incentivizes them to prioritize the client experience. Your reps will become increasingly motivated to understand an account’s health at a deeper level and take the appropriate steps to improve the engagement.

A voice of the customer program can also give your team a better understanding of the challenges and priorities that your clients anticipate in the future.

This forward-thinking insight helps leadership more effectively align your organization’s efforts with the future needs of your clients. As a result, new features and products will be attractive and valuable to both clients and prospects. Planning in advance also allows your team more time to thoughtfully craft the roadmap and execute against it.

Entrepreneur David Cancel, CEO of a fast growing start-up (Drift) and advisor/investor to countless other start-ups, furthers the notion that the changes of a business need to move in parallel with the needs of their clients:

“Customer needs will inevitably change over time, which means your product will need to change too. There is no real end goal. The end goal is evolution.”

Have you ever gone on a 20 minute rant, sharing personal information that had been wearing you down for days, just from a question as simple as, “How are you feeling?”

Asking your clients a simple open-ended question can also prompt them to open up with new information. Even if the response isn’t necessarily valuable for your team, the client may feel relieved and valued just by speaking up.

Though there are a variety of ways to collect feedback from your customer base, you can probably tell by now that we recommend using surveys.

Well-crafted surveys can be easy to take and provide clients with a way to offer their opinions through relatively private means. From your organization’s perspective, surveys offer time efficiency and scalability for both collecting and analyzing a wide range of answers from your customers.

Whether your organization is focused on gathering and leveraging proof points to support your marketing and sales teams or collecting customer satisfaction data to understand and improve on your client’s experience, SurveyMonkey offers a variety of tools and solutions that will enable your voice of the customer program to thrive.

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探索我們的客戶滿意度調查問卷範本,快速收集資料、找出痛點,並改善客戶體驗。

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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。

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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。