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。

聯絡銷售人員登入
聯絡銷售人員登入

What is customer experience (CX)? And how can you measure and improve it?

Customers may have hundreds of interactions with your company over the course of your relationship, where each one represents an individual data point on how they feel about your products, services, and more. Measuring these data points over a customer’s life cycle is challenging by itself. It becomes exponentially more complex when you scale it across the hundreds, thousands—or more—people who make up your customer base.

Yet this holistic understanding of how your customers feel about your organization defines customer experience (CX) and is key to driving loyalty, growth, and revenue for companies around the world. Customer experience is how customers perceive your organization as a result of all the contact they have with your team and your products—from when your relationship starts to when they stop working with you.

Measuring and tracking customer experience is essential to helping your organization achieve success, but doing so requires a thoughtful process. You’ll need to collect the right types of feedback and analyze them comprehensively, quickly, and collaboratively.

We’ll show you how, and we’ll provide the resources you need to start measuring customer experience. To start, we’ll talk about why CX is so important, but if you’re eager to skip ahead to a specific section, you can click-through the following table of contents!

There’s a seemingly endless number of statistics that validate the importance of CX. For example:

Unfortunately, organizations by and large fail to live up to customer’s standards. According to research by Bain & Company, 4 out of 5 CEOs think they provide customers with superior experiences, but only 8% of those customers agree.

To give clients what they’re looking for, you have to get systematic. You’ll need to continuously collect feedback from every customer, analyze their responses, and share them out across the team so they can take action.

Let’s begin our step-by-step walkthrough of this framework by reviewing the different ways you can assess customer sentiment.

To measure customer experience successfully, you’ll need to be thoughtful about how you collect feedback as well as what you ask. There are several ways that companies measure customer experience, each with their own set of pros and cons.

1. Run customer surveys. Surveys are probably the most common method for measuring customer experience, and it’s not hard to see why. Since you can use one questionnaire to gather thousands of responses, you can make short work of measuring even the largest groups of customers.