SurveyMonkey는 모든 사용 사례와 요구를 다루도록 구축되었습니다. 제품을 둘러보고 SurveyMonkey로 어떤 효과를 누릴 수 있는지 알아보세요.

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


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


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

영업팀에 문의로그인
영업팀에 문의로그인

How to collect informal customer feedback: listen to social media

Use social listening to empower your customers and improve customer satisfaction.

When you run a business, you know that customer feedback can be one of your greatest sources of learning.

While revenue numbers and other implicit metrics give you a good sense of how you’re doing, it’s difficult to understand the why behind the numbers.

Running a customer satisfaction survey is a great way to get the explicit answers you need to figure out the why. But you can also collect informal customer feedback every day through social listening.

Sites like Facebook and Twitter have transformed from places where people stay in touch with friends and relatives to sounding boards where people talk about their purchase decisions, favorite products, and interact with brands. Social listening is listening to the informal customer feedback on social media sites and empowering customers to speak up so you can:

  • Understand your customers
  • Build customer loyalty
  • Drive growth

Here’s what organizations need to do to mine social media for feedback and using social networking sites to manage customer satisfaction.

Some businesses avoid social media activity because of the perceived time commitment. In truth, not that much time is required, but it’s important to make it. If you don’t have an online marketing or customer service support team, try setting aside 20 to 30 minutes a day for social listening. If you have a customer support person, have them budget some time each day for this activity.

When customers have a complaint, question, or compliment, many of them go directly to social media. Regularly monitor all of your social media touchpoints, including your Facebook page, Twitter account, or customer-review sections on your e-commerce sites, and pay close attention to what’s being said. Start with channels you own (like your Facebook page or @ mentions on Twitter). Then expand your efforts by searching for your name and product names.

To make it easier to identify when people are talking about you, consider subscribing to a social listening tool. These tools allow you to follow several social media accounts at the same time. Best of all? Many are free.

Social networks aren’t the only place where people talk about you. Although it’s important to maintain and manage your social media accounts, find out what else is being said online. Use a Google search to find out if customers are talking about you on Yelp–and in online communities, blogs, and forums associated with your demographic.

Here you’ll find a wealth of information that will help you understand how your core audience thinks. If search engines are a useful source of feedback, consider setting up a Google Alert based on your company, product, or service name. These alerts, based on any keyword you choose, automatically send you an email when the keywords appear online.

It’s important to respond to complaints and feedback online; however, even when people are not talking about you specifically, consider reaching out to people on Twitter, or joining online groups to help answer questions in your field of expertise. You can also create and manage groups on platforms like LinkedIn or Reddit. Not only will you build trust and loyalty among your audience, it can also broaden your knowledge base.

If your customers are already online leaving feedback about your business, streamline the process by providing an online customer feedback form or survey. Surveys can help you compile and review feedback without having to gather it over time across multiple channels.

In the same way stores and restaurants provide suggestion boxes for customers, online businesses can do the virtual equivalent with a survey link. Make these feedback forms easy to find by linking to them at any customer touchpoint, i.e. the homepage of your website or social media pages. You can even add a survey link to printed brochures or in-store receipts. If you haven’t conducted a survey yet, we recommend them as a way to:

  • Collect customer feedback easily and efficiently
  • Gather general information on trends and behaviors
  • Learn specific reasons why people do or don’t do business with you

Using online surveys creates the added benefit of organizing responses and turning the data into insights and trends. When you collect feedback, always give customers the option of leaving their contact information. If they do, it pays to follow up with them after the process.

Surveys can’t do everything; they won’t do a better job than web analytics of assessing site performance, and they can’t replicate the human interaction of speaking directly to customers in person or on the phone. But by making surveys part of your customer service process you can learn a lot from them.

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.