제품

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온라인 설문조사의 글로벌 리더로부터 데이터 기반 인사이트를 얻으세요.

100개 이상의 앱 및 플러그인과 연동하여 업무 효율성 향상

정보 수집과 결제를 위한 온라인 양식을 만들고 맞춤화하세요.

빌트인 AI을 통한 더 나은 설문조사 작성과 빠른 인사이트 발견

시장 조사에 필요한 모든 것을 갖춘 솔루션

기본서식

비즈니스에 대한 고객 만족도와 충성도를 측정

고객을 만족시켜 지지자로 만드는 것이 무엇인지 파악

실행 가능한 인사이트를 얻어 사용자 경험을 개선

잠재 고객, 참석자 등으로부터 연락처 정보를 수집

다음 이벤트를 위해 쉽게 RSVP를 받고 확인

다음 이벤트 개선을 위해 참석자가 무엇을 원하는지 파악

참여도를 높이고 더 나은 결과를 이끌어낼 인사이트를 발견

참석자들의 피드백을 받아 회의 운영 방법을 개선

동료 피드백을 통한 직원 성과 향상

더 나은 코스를 만들고 교수법을 개선

학생들이 코스 자료 및 프레젠테이션을 어떻게 평가하는지 파악

신제품 아이디어에 대한 고객의 생각을 파악

리소스

설문조사 및 설문조사 데이터 사용에 대한 모범 사례

설문조사, 비즈니스를 위한 팁 등에 관한 블로그

SurveyMonkey 이용에 대한 튜토리얼 및 사용법 가이드

일류 브랜드들이 SurveyMonkey로 성장을 견인하는 방법

3 powerful ways to improve customer experience

Customer experience (CX) plays a pivotal role on the growth at your organization.  

The majority of consumers (85% according to Zendesk) account for companies’ expected quality of service before they decide who to buy from. And McKinsey & Company proved that happy customers are more likely to continue working with you and buy additional products/services from you. 

Given the importance of customer experience (your clients’ sentiment as a result of all the interactions they have with you), how can you go about improving it at your organization?

We’ll walk you through 3 approaches that can make a meaningful impact.

Without measuring how your customers feel, it becomes next to impossible to understand how to improve customer experience.

Begin the process of measuring customer experience by picking a metric you can calculate over time. Your options include:

  • The Net Promoter Score® (NPS): The leading metric for measuring customer loyalty comes from asking customers how likely they’d be to recommend your product/service to a friend or colleague (using a 10-point scale).
  • The customer effort score: Tells you the level of effort customers need to exert in order to resolve a specific issue with your product/service.
  • The customer satisfaction score: Gauges how the customer feels about a specific experience they had with your product and/or team.

Once you know which metric you want to track, plan on measuring it consistently. This not only helps you understand how your customer experience is changing, but it also allows you to address any issues early on. 

Learn more about how you can use each of these customer experience metrics.

Whichever metric you want to use, surveys can help you measure it. They’re easy to build, send, and analyze once your responses come in. And, assuming you’re protecting respondents’ identities, they give your customers an opportunity to provide honest, thoughtful feedback.

To help you get started on your survey, check out these popular, expert-built templates:

Even if your team knows how to improve customer experience, they might need an extra nudge to take action.  

Encourage your customer-facing team(s) to take the right steps, quickly, by tying rewards directly to their customer’s success. For instance, employees, whose customers provide feedback that either meet or exceed a satisfaction benchmark, on average, can be eligible to receive a reward. Alternatively, you can tie the employees’ performance to more business-specific metrics, like the customer churn rate (the rate at which customers leave your business over a given period of time), among others.

Here are some ideas for how you can structure your performance-based payment:

  1. Offer a bonus. To ensure it’s consistently top of mind for employees, award it on a frequent basis—like once per quarter.
  2. Designate a certain percent of the salary to customer performance. This option forces employees to earn their full salary by delivering customers with an exceptional experience.
  3. Offer non-monetary awards. These can include paid vacations, gift cards, and pretty much anything else you can imagine! A non-monetary award that’s catered to the individual’s preferences can be just as meaningful as one that’s strictly financial.

When employees feel connected to customers, they’re in a better position to make decisions that are in the customer’s best interests.

Your executive team will know where to invest in your organization; your engineers and product managers will prioritize the products and/or features that customers want the most; your graphic designers will feel empowered to create visuals that are easier for customers to grasp—and so on.

Employees’ close relationship to customers can also improve their job performance and satisfaction. According to our research on the relationship between employees and customers, 72% of employees who think about customers at least once per week find their job meaningful—versus 58% of employees who think about customers less often. Also, 81% of employees who believe their work impacts customers say that they plan to stay at their organization for at least 2 years—compared to 73% of employees who don’t think their work influences customers.

Help your team get closer to customers by:

  • Sharing customer information in a place any employee can access
  • Encouraging your team to shadow customer-facing colleagues
  • Inviting customers to speak at your organization

Discover how to adopt customer interaction reports to help your team feel closer to customers. 

There’s a lot that goes into executing each of these ideas. To learn how you can implement them at your organization, and to see what else you can do to improve the employee-customer relationship, read our guide for building a customer centric culture

The better your customer experience, the better off your clients, and, ultimately, your business will be. So invest in it. The potential payoffs can make them well worth your time.

고객 만족도 설문조사 기본서식

SurveyMonkey 무료 고객 만족도 설문조사 기본서식으로 시간도 절약하고 효과적인 아이디어도 얻으세요. 지금 필요한 피드백을 받아보세요.

Box가 어떻게 고객 데이터로 팀의 역량을 강화하는지 알아보세요

Box가 SurveyMonkey를 사용하여 어떻게 고객 여정을 전체적으로 파악하며 한 곳에 피드백을 모으는지 알아보세요.

고객 성공 사례와 사용후기로 브랜드를 강화하세요

고객들로부터 직접 체험담과 사용후기를 포착하고 피드백을 사례 연구, 사용후기 및 평가 등으로 변환하여 영업 및 마케팅에 도움을 주세요.

CSAT로 고객 만족도를 측정하는 방법

고객 만족도를 측정할 수 있으면 성공으로 이어집니다. CSAT로 고객 만족도를 측정하는 방법을 알아보세요.