![hr]()
EuropaAziaBliski istok
Български 
Čeština 
Dansk 
Deutsch 
Eesti 
Español 
Français 
Ελληνικα 
Italiano 
Latviešu 
Lietuviškai 
Magyar 
Nederlands 
Norsk bokmål 
Polski 
Română 
Русский 
Slovenčina 
Slovenščina 
简体中文 
Tagalog 
Tiếng Việt 
العربية 
English 
Português Anketna pitanja o zadovoljstvu korisnika
Anketna pitanja o zadovoljstvu korisnika pomažu poduzećima u prikupljanju povratnih informacija i poboljšanju korisničkog iskustva. Korištenje kratkih anketa s 1-3 pitanja povećava stopu završetka na 83.34%.
Razna istraživanja su otkrila da:
- Nezadovoljan klijent će reći između 9 i 15 ljudi o svom negativnom iskustvu s poduzećem
- U prosjeku, treba 12 pozitivnih iskustava da se iskupite za jedno negativno iskustvo
- Klijenti koji su dali vašem poduzeću pet od pet mogućih zvjezdica će 6x vjerovatnije opet nešto kupiti od vas
To samo znači da su ulozi prilično visoki kada je u pitanju zadovoljstvo klijenata, a ankete o zadovoljstvu klijenata su jedan od najefikasnijih načina za saznati što vaši klijenti misle o vašem poduzeću. Ankete također pomažu identificirati što radi, što ne radi i što trebate poboljšati kako bi pružili bolje iskustvo vašim klijentima.
Što su ankete o zadovoljstvu korisnika?
Ankete o zadovoljstvu korisnika su upitnici dizajnirani da pomognu poduzećima u shvaćanju razine zadovoljstva koju njihovi klijenti imaju s njihovim proizvodima, uslugama, osobnim iskustvima, imidžem brenda ili korisničkom podrškom. Opća svrha ankete o zadovoljstvu korisnika je procijeniti koliko su vaši klijenti zadovoljni ili nezadovoljni različitim aspektima vaših proizvoda, usluga ili procesa.
Ankete o korisničkom zadovoljstvu mogu uključivati različite vrste pitanja, ako što su pitanja s više izbora (ljestvica ocjena, da/ne pitanja, nominalna pitanja, pitanja Likertove ljestvice, semantički različita pitanja) i otvorena pitanja ili bilo koju kombinaciju spomenutih pitanja.
Najbolje prakse za ankete o korisničkom zadovoljstvu
- Neka budu kratke – ankete s 1-3 pitanja imaju najveći postotak završetka (83.34%)
- Postavljajte pitanja koja imaju dobro definiranu svrhu i snažan razlog što su uključena u anketu
- Nemojte postavljati dvostruka pitanja koja se tiču više od jednog problema
- Izbjegavajte koristiti industrijski ili interni žargon koji može zbuniti one koji odgovaraju
- Iskoristite da/ne pitanja kada postavljate pitanja s jednostavnim odgovorom
- Dopustite otvorene povratne informacije – možda dobijete nove uvide koje niste očekivali
- Uvjerite se da je vaša anketa optimizirana za mobilne uređaje.
- Odlučite o najboljim metodama distribucije ankete za vaše poslovanje (emailovi, pop-upovi na stranici, widgeti za povratne informacije, itd.)
- Razmislite koje je idealno vrijeme za distribuciju vaše ankete u različitim stadijima životnog vijeka kupca
- Ponudite bonus korisnicima koji odgovore na anketu, (ako ima smisla) – istraživanja pokazuju da stimulacija može povećati postotak odgovora na ankete između 5% i 20%.
- Zahvalite klijentima za njihove povratne informacije, neovisno od toga kakve su
Pitanja ankete o korisničkom zadovoljstvu
Kako bi dobili vrijedne informacije od svojih klijenata, trebate ih pitati prava pitanja. Ispod su neka od najčešćih pitanja iz anketa o zadovoljstvu korisnika (općenita i specifična) koja možete iskoristiti kada kreirate svoje CSAT ankete.
Općenita pitanja ankete o korisničkom zadovoljstvu
-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?
Pitanja ankete o zadovoljstvu SaaS proizvodom
-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?
Pitanja ankete o korisničkom zadovoljstvu
-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]?
Pitanja ankete o korisničkoj službi
-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?
Pitanja ankete o zadovoljstvu web stranicom
-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?
Anketa o zadovoljstvu korisnika – Najčešća pitanja
Kakva pitanja biih trebao postaviti klijentima?
Trebate im postaviti set pitanja koja će vam pomoći razumjeti snage i slabosti vašeg posla te razloge zadovoljstva ili nezadovoljstva klijenata.
Kako procijeniti zadovoljstvo korisnika?
Možete iskoristiti ankete da dobijete povratne informacije od svojih korisnika. Neki korisnici će odlučiti završiti anketu u zamjenu za nagradu, dok će drugi odgovoriti na nju jer žele dijeliti svoje mišljenje.
Kako konstruirati pitanja za anketu?
Kada dizajnirate anketu, trebate pitati pitanja koja su:
- Jasna, direktna i jednostavna za odgovoriti
- Otvorena
- Specifična – s dovoljno informacija da se može dobiti odgovor na njih
- Zatvorena – ponuditi ispitanicima ograničeni set mogućih odgovora (višestruki izbor) umjesto da ispitanici moraju pisati sve odgovore
Discover our award winning help desk software complete with native live chat, call center, and social integrations.
Tired of using multiple tools and sorting through tickets<br> manually? Put an end to it with LiveAgent!
Ocjena korisničkog zadovoljstva
Saznajte kako ocjena korisničkog zadovoljstva može poboljšati vašu uslugu! LiveAgent nudi jednostavan upitnik za ocjenu učinkovitosti agenata kroz povratne informacije kupaca. Pridružite se i isprobajte besplatno kako biste unaprijedili iskustvo korisnika i postigli veće zadovoljstvo klijenata.
Predlošci za odgovor na pozitivnu recenziju na društvenim medijima
Discover templates for responding to positive social media reviews to strengthen customer relationships and enhance brand loyalty. This page offers examples and emphasizes the importance of thanking clients, optimizing products, and making informed business decisions. Visit to improve your customer interaction strategy!
Predlošci e-pošte za odgovor korisnika
Poboljšajte korisničko iskustvo uz 10 besplatnih predložaka e-pošte za odgovor na povratne informacije. Povećajte zadovoljstvo klijenata!
Naša web stranica koristi kolačiće (cookie). Ukoliko nastavite, smatramo kako ste dopustili korištenje cookie-a kako je i napisano i našoj Politika privatnosti i cookie pravila.
