Tus nqi ntawm cov neeg siv kev tawm tswv yim hauv kev txhim kho cov neeg siv phau ntawv
NYIAJ
Ib qho kev tawm tsam lossis cov ntaub ntawv hais txog ib tus neeg ua haujlwm, kev ua haujlwm, lossis kev ua haujlwm yog hu ua kev tawm tswv yim. Nrog lub hom phiaj ntawm kev pab tus neeg tau txais kev nkag siab txog lawv lub zog, thaj chaw rau kev txhim kho, thiab txoj hauv kev uas lawv tuaj yeem txhim kho lawv cov kev ua tau zoo lossis cov txiaj ntsig, nws suav nrog kev soj ntsuam, cov lus hais, thiab cov tswv yim.
Kev tawm tswv yim tuaj yeem muab tau hais lus, nyob rau hauv daim ntawv ntawm cov lus sau, kev ntaus nqi, lossis kev thuam tsim nyog. Nws tuaj yeem tsim los ntawm ntau tus neeg, suav nrog cov thawj coj, cov neeg ua haujlwm, cov neeg siv khoom, lossis cov neeg siv khoom lossis kev pabcuam. Kev tawm tswv yim feem ntau muab nrog lub hom phiaj ntawm kev txhawb nqa kev txhim kho, kev kawm, thiab kev vam meej. Kev tawm tswv yim zoo feem ntau muab cov ntaub ntawv meej uas yuav siv tau, tsom mus rau qhov kev ua, qhov tshwm sim, lossis qee qhov chaw uas xav tau kev saib xyuas. Nws yog muab los ntawm kev hwm, lub hom phiaj, thiab muaj txiaj ntsig zoo. Kev thuam zoo thiab tsim nyog yog ob qho tib si coj mus rau hauv tus account hauv cov lus pom zoo, muab qhov sib npaug viewtaw tes.
Kev tawm tswv yim muaj txiaj ntsig zoo hauv ntau qhov xwm txheej, xws li chaw ua haujlwm, chaw kawm, kev ua haujlwm zoo, thiab kev sib raug zoo ntawm tus kheej. Nws yog ib qho cuab yeej rau kev txhim kho, kev xav, thiab kev sib txuas lus, pab tib neeg lossis cov koom haum hauv kev mus tom ntej thiab ua tiav lawv lub hom phiaj. Kev qhib siab, npaj siab mloog, thiab muaj peev xwm coj mus rau hauv tus account ntau yam viewcov ntsiab lus yog qhov tsim nyog tau txais cov lus teb. Nws muab txoj hauv kev rau kev txhim kho thiab kev paub txog tus kheej, ua rau tib neeg tuaj yeem kawm los ntawm lawv qhov kev ua yuam kev thiab hloov lawv tus cwj pwm raws li qhov tsim nyog. Txhawm rau pab txhim kho, nce qib, thiab txhim kho, kev tawm tswv yim yog txheej txheem ntawm kev muab cov ntaub ntawv, kev soj ntsuam, thiab cov lus qhia rau tib neeg lossis cov koom haum. Nws yog ib qho cuab yeej tseem ceeb rau kev kawm, kev sib txuas lus, thiab kev nce qib hauv ntau yam ntawm lub neej.
USER FEEDBACK
Cov kev xav, cov lus hais, thiab cov lus pom zoo los ntawm cov neeg siv khoom ntawm qhov zoo, kev pabcuam, lossis qhov system raug xa mus rau cov neeg siv kev tawm tswv yim. Nws yog qhov muaj txiaj ntsig zoo ntawm kev paub uas pab cov tuam txhab hauv kev nkag siab txog cov kev xav tau, kev nyiam, thiab kev paub ntawm lawv cov neeg siv. Muaj ntau txoj hauv kev, suav nrog kev tshawb fawb, interviews, online reviews, social media platforms, thiab ntsib nrog cov neeg siv khoom, tuaj yeem siv tau kom tau txais cov lus pom zoo rau cov neeg siv.
Cov kev xav ntawm cov neeg siv khoom muaj txiaj ntsig zoo rau cov lag luam hauv ntau txoj hauv kev:
- Txheeb xyuas qhov chaw ntawm qhov mob
Cov neeg siv feem ntau ntsib teeb meem lossis teeb meem thaum siv cov khoom lossis kev pabcuam. Lawv cov tswv yim ua rau cov tuam txhab paub txog cov ntsiab lus mob no thiab nkag siab txog cov teeb meem tshwj xeeb uas tib neeg ntsib. Nrog rau qhov kev paub no, cov tuam txhab tuaj yeem tsom lawv cov kev hloov pauv thiab cuam tshuam nrog cov laj thawj ntawm cov neeg siv kev ntxhov siab. - Txhim khu kev paub ntawm cov neeg siv khoom
Cov lag luam tuaj yeem kawm los ntawm cov neeg siv tswv yim txog seb cov neeg siv khoom pom thiab siv lawv cov khoom thiab cov kev pab cuam li cas. Cov lag luam tuaj yeem nrhiav tau txoj hauv kev los txhim kho cov neeg siv kev paub los ntawm kev ua kom zoo rau kev ua haujlwm, ntxiv cov yam ntxwv tshiab, lossis hloov kho qhov cuam tshuam los ntawm kev txheeb xyuas cov neeg siv khoom tawm tswv yim. Qhov no pab cov tuam txhab tsim cov kev xav tau ntau dua thiab cov neeg siv kev paub zoo. - Kev txheeb xyuas thiab kev daws teeb meem ntawm kab
Kab laum, hiccups, thiab lwm yam teeb meem kev tshaj lij tau tshaj tawm los ntawm cov neeg siv tom qab lawv siv cov khoom lossis kev pabcuam. Cov neeg siv tswv yim yog ib qho cuab yeej pab rau kev txheeb xyuas cov kab mob, ua rau cov tuam txhab nrhiav thiab kho cov teeb meem uas tuaj yeem tsis pom thaum lub sijhawm txhim kho lossis kev sim. Qhov no ua rau cov tuam txhab xa cov kev hloov kho sai lossis hloov pauv, txhim kho kev siv tau thiab kev cia siab ntawm lawv cov khoom. - Khoom innovation thiab txhim kho
Cov neeg siv tswv yim tuaj yeem ua rau cov tswv yim tshiab thiab kev tsim kho tshiab. Cov lag luam tuaj yeem kawm paub cov neeg siv khoom xav tau thiab xav tau los ntawm kev txheeb xyuas cov lus thov thiab cov lus qhia los ntawm cov neeg siv. Cov tswv yim no tuaj yeem txhawb nqa cov khoom txhim kho, hloov tshiab, lossis txawm tias tsim cov khoom lag luam tshiab lossis cov kev pabcuam uas zoo dua rau cov neeg siv khoom xav tau. - Tsim cov neeg siv khoom loyalty
Cov lag luam qhia lawv txoj kev mob siab rau cov neeg siv khoom txaus siab los ntawm aggressively thov thiab teb rau cov neeg siv khoom tswv yim. Lub tswv yim zoo no tuaj yeem ua rau cov neeg siv khoom muaj kev koom tes thiab kev ncaj ncees txij li cov neeg siv khoom muaj txiaj ntsig muaj lawv cov kev xav tau hnov thiab pom cov txiaj ntsig tiag tiag los ntawm lawv cov lus qhia. Lub hauv paus ruaj khov thiab mob siab rau cov neeg siv khoom tuaj yeem tsim los ntawm kev cuam tshuam nrog cov neeg siv thiab hwm lawv viewcov ntsiab lus. - Lub advantage hauv kev sib tw
Cov neeg siv kev xav tuaj yeem muab kev lag luam nrog kev sib tw. Cov lag luam tuaj yeem sawv tawm hauv kev ua lag luam los ntawm kev txhim kho cov khoom thiab cov kev pabcuam raws li cov neeg siv kev tawm tswv yim. Lawv tuaj yeem nthuav qhia lawv tus kheej ua cov lag luam tsom mus rau cov neeg siv khoom lag luam uas nquag mloog lawv cov neeg siv cov kev xav tau thiab muab lawv qhov tseem ceeb tshaj plaws txhawm rau kos rau cov neeg siv khoom tshiab thiab tuav cov tam sim no.
Hauv kev xaus, cov neeg siv khoom reviews yog ib qho chaw zoo rau cov tuam txhab. Nws pab nrhiav teeb meem, txhim kho cov neeg siv kev paub dhau los, daws teeb meem, tsav tsheb txhim kho cov khoom lag luam, txhim kho cov neeg siv khoom ncaj ncees, thiab tau txais kev sib tw. Cov lag luam tuaj yeem tsim cov khoom thiab cov kev pabcuam uas ua tau zoo dua cov kev xav tau thiab kev cia siab ntawm lawv cov neeg siv khoom los ntawm kev sib sau ua ke, tshuaj xyuas, thiab ua raws li cov neeg siv cov lus pom zoo, thaum kawg ua rau cov neeg siv khoom muaj kev zoo siab thiab koom nrog kev ua tiav.
TSEEM CEEB RAU USER FEEDBACK
Cov neeg siv kev tawm tswv yim tseem ceeb vim tias nws pab cov tuam txhab los ntsuas seb cov neeg siv khoom xav li cas txog lawv cov khoom thiab cov kev pabcuam. Nws tuaj yeem muab lub teeb rau ntawm cov yam ntxwv thiab kev ua haujlwm uas tib neeg muaj txiaj ntsig zoo tshaj plaws nrog rau txheeb xyuas thaj chaw uas xav tau kev txhim kho. Qhov kev paub no tuaj yeem siv los qhia txog kev txiav txim siab txhim kho yav tom ntej, kom ntseeg tau tias cov khoom thiab cov kev pabcuam ua tau raws li qhov xav tau thiab kev cia siab ntawm lawv cov neeg siv khoom.
Cov neeg siv khoom txaus siab kuj tuaj yeem raug tsa thiab cov neeg siv khoom ncaj ncees tuaj yeem loj hlob nrog kev pab los ntawm cov neeg siv tswv yim.
Xyuas kom tseeb tias cov ntsiab lus hauv qab no pom tseeb ua ntej nug cov neeg siv khoom xav tau cov lus qhia:
- Koj lub hom phiaj tshaj tawm. Koj xav paub dab tsi tshwj xeeb? Nws tuaj yeem yog ib yam dab tsi tshwm sim, nws ua haujlwm zoo npaum li cas, koom nrog tus neeg siv, qhov kev ua lag luam lossis cov neeg siv xav tau, thiab lwm yam.
- koj cov khoom siv. Tom ntej no, ua ib daim ntawv teev cov peev txheej uas koj tuaj yeem siv los tiv tauj koj cov neeg siv khoom thiab nug lawv cov lus tawm tswv yim.
- Cov duab koj muaj. Txiav txim siab seb koj yuav paub li cas thaum koj tau ua tiav koj lub hom phiaj raws li cov kauj ruam kawg.
TSEEM CEEB METRICS ntawm cov neeg siv cov lus teb
Cov kev ntsuas no suav nrog, ntawm lwm tus:
- Net Promoter Score (NPS):
Qhov kev ntsuas no ntsuas cov neeg siv khoom ncaj ncees thiab tuaj yeem siv los kwv yees seb tus neeg siv khoom yuav pom zoo li cas lossis kev pabcuam rau lwm tus. - Kev txaus siab rau cov neeg siv khoom (CSAT):
Qhov ntsuas no qhia txog cov ntsiab lus cov neeg siv khoom nrog qhov zoo lossis kev pabcuam. - Customer Effort Score (CES):
Qhov kev ntsuas no ntsuas cov haujlwm uas tus neeg siv khoom yuav tsum tau muab tso rau hauv kev siv cov khoom lossis kev pabcuam lossis daws qhov teebmeem. - Thawj qhov kev daws teeb meem (FCR):
Qhov kev ntsuas no suav cov naj npawb ntawm cov lus nug los ntawm cov neeg siv khoom uas tau hais tam sim ntawd. - Turnover Rate:
Qhov taw qhia no taug qab ntau npaum li cas cov neeg siv txiav tsis siv qhov zoo lossis kev pabcuam. - Cov neeg siv kev sib tham:
Qhov kev ntsuas no tshuaj xyuas ntau npaum li cas lossis ntev npaum li cas cov neeg siv khoom siv koj cov khoom lossis kev pabcuam. - Tus nqi khaws cia:
Ntau npaum li cas tib neeg rov qab los rau koj cov khoom lossis kev pabcuam tom qab lawv pib yuav khoom lossis mus ntsib yog qhia los ntawm qhov ntsuas no.
Cov kev ntsuas no tuaj yeem pab cov tuam txhab hauv kev kawm paub cov neeg siv khoom xav li cas ntawm lawv cov khoom thiab cov kev pabcuam, txheeb xyuas thaj chaw rau kev txhim kho, thiab txiav txim siab cov ntaub ntawv los ntawm kev txhim kho cov neeg siv khoom.
QHOV TSEEB NTAWM USER FEEDBACK Hauv kev txhim kho cov neeg siv phau ntawv
Cov neeg siv cov lus pom muaj txiaj ntsig zoo hauv kev txhim kho cov neeg siv cov lus qhia. Cov neeg siv khoom vam khom rau cov neeg siv phau ntawv kom nkag siab thiab siv tau cov khoom lossis kev pabcuam zoo. Cov lag luam tuaj yeem txhim kho tag nrho cov neeg siv kev paub dhau los los ntawm kev txheeb xyuas qhov chaw uas lawv cov neeg siv cov lus qhia yuav tsis muaj peev xwm, txiav txim siab cov lus qhia tsis meej, thiab tau txais cov lus teb rau cov neeg siv khoom. Nov yog ob peb txoj hauv kev uas cov neeg siv kev tawm tswv yim zoo rau cov txheej txheem kev txhim kho:
- Paub cov lus qhia tsis meej lossis tsis meej pem
Nkag siab cov lus qhia nyuaj lossis sau tsis zoo yuav nyuaj rau cov neeg siv. Cov lag luam tuaj yeem nrhiav tau tshwj xeeb stages lossis feem uas tib neeg pom qhov nyuaj lossis tsis meej los ntawm kev sau cov lus qhia rau cov neeg siv. Qhov no realization enables lawv rovview thiab rov sau cov ntu ntawd, muab cov lus qhia meej dua uas coj cov neeg siv kev txhawj xeeb rau hauv tus account. - Hais txog qhov mob thiab qhov mob
Thaum siv cov khoom lag luam, cov neeg siv feem ntau ntsib cov ntsiab lus mob lossis qhov chaw tsis txaus siab. Kev tawm tswv yim ua rau cov koom haum txheeb xyuas cov teeb meem no thiab ntsuam xyuas yog tias tus neeg siv phau ntawv qhia tsim nyog daws lawv. Cov lag luam tuaj yeem hloov kho phau ntawv qhia kom muaj kev qhia ntxaws ntxiv thiab kev daws teeb meem los ntawm kev kawm txog cov teeb meem uas cov neeg siv ntsib. - Txhim kho cov lus thiab terminology:
Cov neeg siv kev tawm tswv yim tuaj yeem nthuav qhia cov lus lossis cov lus xaiv uas cov neeg siv yuav pom txawv lossis kev paub dhau los. Cov lag luam tuaj yeem txheeb xyuas thaj chaw uas phau ntawv qhia cov lus xav tau kom meej meej, yooj yim, lossis lwm yam kev txhim kho los ntawm reviewhauv cov neeg siv khoom cov lus pom. Qhov no txo qis qhov muaj peev xwm ntawm kev txhais lus tsis raug thiab lav tias phau ntawv no nkag mus rau ntau yam ntawm cov neeg siv. - Nrhiav cov ntaub ntawv uas ploj lawm
Cov neeg siv tuaj yeem hla cov ntaub ntawv lossis cov txheej txheem sib txawv uas ua rau lawv tsis paub meej txog qee qhov ntawm cov khoom ua haujlwm. Kev tawm tswv yim txheeb xyuas qhov tsis sib xws hauv kev paub, tso cai rau cov tuam txhab ntxiv cov ntsiab lus tseem ceeb rau hauv phau ntawv qhia. Los ntawm kev ua qhov no, cov neeg siv tau lees paub kom muaj tag nrho cov ntaub ntawv lawv xav tau kom tau txais txiaj ntsig zoo tshaj plaws ntawm cov khoom. - Pov thawj ntawm kev ua haujlwm ntawm lub cev ua haujlwm
Cov txiaj ntsig ntawm cov neeg siv phau ntawv tag nrho yog siv tau los ntawm cov neeg siv cov lus pom zoo. Cov lus pom zoo qhia tias phau ntawv txhais tau zoo, nkag siab, thiab ua tiav cov neeg siv xav tau. Kev tawm tswv yim tsis zoo, ntawm qhov tod tes, txheeb xyuas thaj chaw uas xav tau kev txhim kho, tso cai rau cov tuam txhab hloov kho phau ntawv qhia kom tsim nyog thiab txhim kho nws cov txiaj ntsig tag nrho. - Kev loj hlob ntxiv
Cov neeg siv phau ntawv qhia tsis tshua muaj qhov tsis zoo thaum lawv thawj zaug luam tawm. Cov lag luam tuaj yeem siv cov tswv yim rov qab los txhim kho lawv cov neeg siv phau ntawv siv sijhawm dhau los los ntawm kev tau txais thiab koom nrog cov neeg siv tswv yim. Phau ntawv no tau txhim kho nrog txhua qhov kev rov ua dua ntawm cov neeg siv cov lus pom zoo, ua kom zoo dua, ua tau zoo, thiab ua raws li cov neeg siv khoom xav tau.
Hauv kev xaus, cov neeg siv kev tawm tswv yim tseem ceeb heev rau kev txhim kho cov neeg siv phau ntawv. Cov lag luam tuaj yeem nrhiav thaj chaw rau kev txhim kho, qhia meej cov lus qhia, hais txog qhov mob tshwm sim, txhim kho cov lus thiab cov ntsiab lus, sau cov ntaub ntawv sib txawv, paub meej tias muaj txiaj ntsig zoo, thiab koom nrog cov txheej txheem txhim kho rov qab los ntawm kev mloog cov neeg siv kev paub dhau los. Nrog rau cov txheej txheem rov ua dua no, cov neeg siv cov lus qhia tau hloov kho raws li cov neeg siv yuav tsum tau ua, thaum kawg muab cov neeg siv khoom txhawb nqa zoo dua thiab tso cai rau lawv kom tau txais txiaj ntsig ntau ntawm cov khoom lossis cov kev pabcuam uas lawv siv.