Preguntas de la encuesta de satisfacción del cliente
Varios estudios han encontrado que:
- Un cliente insatisfecho contará entre 9 y 15 personas sobre su experiencia negativa con una empresa.
- Se necesita un promedio de 12 experiencias positivas para compensar una experiencia negativa no resuelta
- Los clientes que otorgan a su empresa una calificación de 5 estrellas en una escala de 1 a 5 tienen 6 veces más probabilidades de volver a comprarte
Esto significa que hay mucho en juego para las empresas en lo que respecta a la satisfacción del cliente , y las encuestas de satisfacción del cliente son una de las formas más eficaces de averiguar cómo los clientes sienten acerca de su negocio. Las encuestas también ayudan a identificar qué funciona, qué no y qué necesita mejorar para poder brindar una mejor experiencia a sus clientes.
¿Qué son las encuestas de satisfacción del cliente?
Las encuestas de satisfacción del cliente son cuestionarios diseñados para ayudar a las empresas a comprender el nivel de satisfacción que tienen sus clientes con sus productos, servicios, experiencias personales, imagen de marca o atención al cliente. El propósito general de las encuestas de satisfacción del cliente es evaluar como de satisfechos o insatisfechos están sus clientes con diferentes aspectos de sus productos, servicios o procesos.
Las encuestas de satisfacción del cliente pueden incluir diferentes tipos de preguntas, como preguntas de opción múltiple (preguntas de escala de calificación, preguntas de escala binaria ‘sí / no’, preguntas nominales, preguntas de escala Likert, preguntas de diferencia semántica) y preguntas abiertas o cualquier combinación de las preguntas mencionadas anteriormente.
Mejores prácticas para encuestas de satisfacción del cliente
Sé breve : las encuestas con 1 a 3 preguntas tienen la tasa promedio de finalización más alta (83,34%).
Haz preguntas que tengan un propósito bien definido y un caso sólido para ser incluido
No hagas preguntas dobles que aborden más de un tema
Evita el uso de jerga interna o de la industria que pueda resultar confusa para los encuestados.
Utiliza preguntas de sí / no, cuando hagas una pregunta que tenga un resultado simple.
Permite comentarios de texto abierto : es posible que descubras nuevos datos que no esperabas
Asegúrate de que tu encuesta esté optimizada para dispositivos móviles .
Decide cuáles son los mejores métodos de distribución de encuestas para tu empresa (correos electrónicos, ventanas emergentes en la página, widgets de comentarios, etc.)
Piensa en un momento ideal para distribuir tus encuestas en diferentes etapas del ciclo de vida del cliente.
Ofrece una bonificación a los encuestados (si tiene sentido): los estudios han demostrado que los incentivos pueden aumentar las tasas de respuesta a la encuesta entre un 5% y un 20%.
Agradece a los clientes por sus comentarios , independientemente de la naturaleza de los mismos
Preguntas de la encuesta de satisfacción del cliente
Para obtener comentarios valiosos de tus clientes, debe hacerles las preguntas correctas. A continuación, se muestran algunas de las preguntas más comunes de las encuestas de satisfacción del cliente (tanto generales como específicas del producto) que puedes utilizar al crear tus propias encuestas CSAT.
Preguntas generales de la encuesta de comentarios de los clientes
-Overall, how satisfied are you with our products?
-How satisfied are you with the diversity of our product/ service line?
-How often do you use the product/ service?
-What would persuade you to use [Product name] more often?
-Does [Product name] help you achieve your goals?
-How well does our product meet your needs?
-How has our product/service made an impact on you/ your business/ your lifestyle?
-How would you rate the quality of the product?
-How would you compare the quality of our products to that of our competitors?
-Compared to our competitors, is our product quality better, worse, or about the same?
-Compared to our competitors, are our prices higher, lower, or about the same?
-Are our products/services priced appropriately?
-How would you feel if you couldn’t use [Product name] anymore?
-How satisfied are you with the payment options we provide?
-How easy was it to complete your purchase?
-On a scale of 1 (not easy) to 10 (very easy), how easy was your checkout experience?
-Did you encounter any problems during checkout?
-Was there anything in your checkout process we could improve? If so, what?
-What was the main concern or fear you had before purchasing?
-What, if anything, almost stopped you from purchasing from us?
-What was the main thing that persuaded you to purchase?
-How satisfied are you with our product packaging?
-How satisfied are you with the delivery of our products?
-How would you rate the delivery time?
-How satisfied are you with our return policy?
-If we provided [rewards program/ discounts/] would you use it?
Preguntas de la encuesta de comentarios sobre productos SaaS
-How did you hear about us?
-Which of our competitors did you consider before choosing us?
-What is the primary reason for choosing our product over competitors?
-What was the one thing that almost stopped you from signing up?
-How do you use our product/ service?
-What are you trying to solve by using our product /service?
-Have you used a similar [product/ service] before?
-What did you like about the previous product/ service(s)?
-What is the most important feature of our product?
-Which 3 features are the most valuable to you?
-What’s the most important feature we should add?
-What are the 3 most important features we’re missing?
-What’s one feature we can add that would make our product indispensable for you?
-If we introduced [new feature/product] would you be willing to test it/them?
-How often do you use this feature?
-How disappointed would you be if you could no longer use [Feature name?]
-Which features aren’t useful to you?
-If you could change just one thing about our product, what would it be?
-Is our pricing clear to you?
-Do you feel our [product/ service] is worth the cost?
-What would you use as an alternative if our tool was no longer available?
-How satisfied are you with our billing and invoicing?
-To what extent do you agree with the following statement: [Product name]’s onboarding process was simple, straightforward, and painless.
-How helpful do you find our video tutorials?
-How would you rate the training and help you’ve received from our team so far?
-How could we improve your experience using our solution?
-What could we change to make our product/ service more user-friendly?
-What’s the main reason you are downgrading/ canceling?
-Did the price of our product/service cause you to leave?
-Have you decided to test out a competitor?
-Are you likely to upgrade your account in the future?
-What is the primary benefit that you have received from using our product?
-How long did you use our product/ service before seeing results?
Preguntas de la encuesta sobre la experiencia del cliente
-Overall, how satisfied or dissatisfied are you with our company?
-From 1 (unhappy) to 10 (very happy), how would you rate your overall satisfaction with us?
-In your own words, describe how you feel about [Company name or Product name].
-How would you rate your last experience with us?
-How did your experience compare to your expectations?
-Were your expectations met, unmet, or exceeded?
-How responsive have we been to your questions or concerns about our products?
-How satisfied are you with our company’s overall communication efforts?
-How likely are you to return to [Company name] for your next purchase?
-If we could do anything, what should we do to WOW you?
-Which company would you say is our biggest competitor in the … market?
-What do our competitors do better than us?
-How would you compare our prices to those of our competitors?
-On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague?
-Do you have any additional comments or feedback for us?
-How could we improve your experience with [Company name]?
Preguntas de la encuesta de servicio al cliente
-Overall, how would you rate the quality of your customer service experience?
-How satisfied are you with the overall performance of our service team?
-How responsive (or unresponsive) is our company in answering your questions?
-How well did we understand your questions and concerns?
-How much time did it take us to address your questions and concerns?
-How much effort did you personally have to put forth to handle your request?
-How easy was it to solve your issue with us, on a scale of 1-5?
-Based on your recent interaction regarding (incident), how satisfied or dissatisfied were you with our customer service representative?
-How responsive or unresponsive would you say our customer service representative was?
-How courteous or uncourteous would you say our customer service representative was?
-How knowledgeable or unknowledgeable would you say our customer service representative was?
-How effective or ineffective would you say the communication was?
-How much did you feel our customer service representative wanted to assist you?
-Did our customer support representative make you feel valued as a customer?
-Based on your recent support call/ chat session, how easy or difficult was it to interact with [Company name]?
-What can our customer service team do better?
-How could we make it easier to resolve your questions or concerns?
-What is the one thing that you would like to see improved in your interactions with our customer service team?
Preguntas de la encuesta de comentarios sobre el sitio web
-Overall, how well does our website meet your needs?
-What was your first impression when you entered the website?
-How satisfied are you with the design and functionality of our website?
-How well do you understand what [Company name] does from our homepage?
-How easy was it to use/ navigate our website? Did you have any problems?
-What are you hoping to accomplish by visiting our website?
-How easy was it to find what you were looking for on our website?
-Did it take you more or less time than you expected to find what you were looking for on our website?
-How visually appealing is our website?
-How easy is it to understand the information on our website?
-How much do you trust the information on our website?
-Is there a feature you wish our website had?
-What could we do to make our website more useful?
-Is there anything on this website that doesn’t work the way you expected it to?
-If you could change one thing about our website, what would it be?
-How would you rate your overall experience on our website today?
-How likely is it that you would recommend our website to a friend or colleague?
-If you were to review the website, what score would you give it out of 5?
-Do you have any other comments about how we can improve our website?
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Frequently asked questions
¿Qué preguntas debo hacer para obtener el feedback de los clientes?
Debes formular una serie de preguntas que te ayuden a comprender tanto los puntos fuertes y débiles de tu trabajo como los motivos de satisfacción o insatisfacción de los clientes.
¿Cómo se evalúa la satisfacción del cliente?
Puedes utilizar las encuestas para recoger el feedback de los clientes. Algunos clientes elegirán completar una encuesta a cambio de una recompensa, mientras que otros responderán porque están dispuestos a compartir sus opiniones.
¿Cómo debes construir las preguntas de una encuesta?
Al diseñar una encuesta, debes hacer preguntas que sean:
- Claras, directas y fáciles de responder para los encuestados
- Abiertas
- Específicas: para proporcionar suficiente información para responderlas, y no demasiado poca
- Cerradas: ofrecer a los encuestados un conjunto limitado de respuestas posibles (opción múltiple) en lugar de pedirles que escriban todas las respuestas
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