{"id":33624,"date":"2019-12-04T10:54:35","date_gmt":"2019-12-04T09:54:35","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-metriques-clau-per-avaluar-lexperiencia-del-client\/"},"modified":"2022-06-23T13:51:34","modified_gmt":"2022-06-23T13:51:34","slug":"5-metriques-clau-per-avaluar-lexperiencia-del-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/5-metriques-clau-per-avaluar-lexperiencia-del-client\/","title":{"rendered":"5 m\u00e8triques clau per avaluar l\u2019experi\u00e8ncia del client"},"content":{"rendered":"<p>El seguiment de les m\u00e8triques de l\u2019experi\u00e8ncia del client ajuda a les empreses a comprendre millor als usuaris i les seves necessitats, aix\u00ed com el progr\u00e9s i el ROI de le seves iniciatives.<\/p>\n<h5><strong>5 m\u00e8triques clau per avaluar l\u2019experi\u00e8ncia del client<\/strong><\/h5>\n<h5><strong>1) Net Promoter Score (NPS)<\/strong><\/h5>\n<p>El NPS \u00e9s la m\u00e8trica m\u00e9s utilitzada, i per una bona ra\u00f3: \u00e9s simple d\u2019usar i ofereix una imatge bastant clara de la qualitat de l\u2019experi\u00e8ncia. <strong>A trav\u00e9s del Net Promoter Score es pregunta als usuaris les probabilitats de recomanaci\u00f3 del producte o servei als seus familiars i amics en una escala de 0 a 10<\/strong>.<\/p>\n<p>En general, els usuaris que han tingut una millor experi\u00e8ncia tenen m\u00e9s possibilitats de recomanar la marca. Aix\u00f2 significa que <strong>un NPS m\u00e9s alt equival a una major lleialtat i una experi\u00e8ncia m\u00e9s s\u00f2lida del client<\/strong>. D\u2019aquesta manera, amb una sola pregunta, les marques poden mesurar una experi\u00e8ncia completa i veure el que els usuaris pensen de la seva marca com un tot.<\/p>\n<h5><strong>2) Satisfacci\u00f3 del client (CSAT)<\/strong><\/h5>\n<p>La satisfacci\u00f3 del client est\u00e0 estretament vinculada a la seva experi\u00e8ncia. <strong>El CSAT pregunta als usuaris el seu nivell de satisfacci\u00f3 amb una compra o interacci\u00f3 recent amb la marca<\/strong>. Despr\u00e9s de trucar al call center o comprar un article online, un usuari pot rebre una enquesta preguntant per la seva satisfacci\u00f3 en relaci\u00f3 amb aquesta experi\u00e8ncia concreta. El CSAT es pot personalitzar f\u00e0cilment per mesurar la satisfacci\u00f3 de qualsevol cosa, des d\u2019un xat amb un bot fins a una devoluci\u00f3 a la botiga.<strong>\u00a0<\/strong><\/p>\n<p>Com mesura una sola experi\u00e8ncia i no l\u2019experi\u00e8ncia general, <strong>el CSAT pot ajudar a les empreses a rastrejar el seu progr\u00e9s en certes \u00e0rees i determinar altres que podrien necessitar millores<\/strong>.<\/p>\n<h5><strong>3) Puntuaci\u00f3 d\u2019esfor\u00e7 del client (CES)<\/strong><\/h5>\n<p>Les millors experi\u00e8ncies s\u00f3n aquelles f\u00e0cils i que no requereixen esfor\u00e7 per part dels usuaris. <strong>La puntuaci\u00f3 del CES utilitza una enquesta per preguntar als clients en una escala de 0 a 10 quant esfor\u00e7 van haver de fer per gestionar la seva sol\u00b7licitud o consulta<\/strong>. Per exemple, si tinguessin una pregunta sobre la seva factura i resolguessin f\u00e0cilment el seu problema amb poc esfor\u00e7, podrien respondre amb una puntuaci\u00f3 d\u20191 o 2. Tanmateix, si solventar el seu problema involucr\u00e9s m\u00faltiples trucades telef\u00f2niques o xats, la seva resposta d\u2019esfor\u00e7 podria estar m\u00e9s a prop d\u2019un 8 o 9.<\/p>\n<p>El CES mesura quant de treball han de fer els usuaris per obtenir informaci\u00f3 o per aconseguir una resposta a les seves preguntes. Nom\u00e9s s\u2019usa per a experi\u00e8ncies concretes, no per a l\u2019experi\u00e8ncia completa del client, el que novament <strong>ajuda a les marques a veure quines \u00e0rees del customer journey requereixen un major esfor\u00e7 i necessiten millorar-se<\/strong>.<\/p>\n<h5><strong>4) Temps mig de gesti\u00f3<\/strong><\/h5>\n<p>Els usuaris esperen que les seves preguntes siguin respostes r\u00e0pidament. Aqu\u00ed \u00e9s on entra el temps mig de gesti\u00f3. <strong>Aquesta m\u00e8trica mesura quant de temps porta als clients obtenir informaci\u00f3 i resoldre els seus problemes<\/strong>. Aquesta \u00e9s una de les poques m\u00e8triques que s\u2019empra per a un seguiment intern i no mitjan\u00e7ant preguntes als usuaris.<\/p>\n<p>En general, <strong>un temps mig de gesti\u00f3 m\u00e9s baix equival a una millor experi\u00e8ncia perqu\u00e8 significa que els usuaris han obtingut ajuda r\u00e0pidament<\/strong>.<\/p>\n<h5><strong>5) Intenci\u00f3 del visitant<\/strong><\/h5>\n<p>La intenci\u00f3 del visitant pregunta als usuaris quina va ser la ra\u00f3 principal per visitar una botiga, lloc web o contact center. Per construir experi\u00e8ncies personalitzades, les marques han de comprendre als clients, i aix\u00f2 inclou saber per qu\u00e8 estan consultant a la marca. <strong>El seguiment de la intenci\u00f3 dels visitants \u00e9s tan simple com donar als usuaris algunes opcions de per qu\u00e8 van visitar la botiga o van contactar amb el call center i despr\u00e9s rastrejar les respostes m\u00e9s comunes en certs moments o per a dades concretes demogr\u00e0fiques<\/strong>.<\/p>\n<p>La intenci\u00f3 del visitant tamb\u00e9 <strong>ajuda a les marques a saber si hi ha problemes que sorgeixen repetidament o si hi ha passos proactius que aquestes podrien prendre per eliminar la ra\u00f3 per la qual molts usuaris contacten amb elles<\/strong>. Per exemple, si un gran nombre de client t\u00e9 la intenci\u00f3 de xatejar amb una empresa per rastrejar la seva comanda, la marca podria crear una opci\u00f3 d\u2019autoservei. La intenci\u00f3 del visitant pot seguir-se preguntant si finalment es va solventar el motiu principal de la consulta de l\u2019usuari. Aix\u00f2 \u00e9s, <strong>si un client va contactar a la marca amb una pregunta, el seguiment pregunta si realment van obtenir la informaci\u00f3 correcta<\/strong>.<\/p>\n<h5><strong>Per qu\u00e8 avaluar les m\u00e8triques de l\u2019experi\u00e8ncia del client en el call center?<\/strong><\/h5>\n<p>Quan es realitza un <strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/estadistiques-informes\/\">seguiment de les m\u00e8triques<\/a> de l\u2019experi\u00e8ncia del client<\/strong>, es mostra una imatge m\u00e9s completa dels usuaris i les seves interaccions amb la marca. Existeixen nombroses m\u00e8triques de CX que les marques poden rastrejar. <strong>Aquestes cinc s\u00f3n les m\u00e9s importants i expliquen la hist\u00f2ria completa del que busquen els clients, si estan contents amb la marca i qu\u00e8 es pot millorar<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>El seguiment de les m\u00e8triques de l\u2019experi\u00e8ncia del client ajuda a les empreses a comprendre millor als usuaris i les seves necessitats, aix\u00ed com el progr\u00e9s i el ROI de le seves iniciatives. 5 m\u00e8triques clau per avaluar l\u2019experi\u00e8ncia del client 1) Net Promoter Score (NPS) El NPS \u00e9s la m\u00e8trica m\u00e9s utilitzada, i per&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/5-metriques-clau-per-avaluar-lexperiencia-del-client\/\" title=\"Read 5 m\u00e8triques clau per avaluar l\u2019experi\u00e8ncia del client\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33625,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33624","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 m\u00e8triques clau per avaluar l\u2019experi\u00e8ncia del client - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/5-metricas-clave-para-evaluar-la-experiencia-del-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 m\u00e8triques clau per avaluar l\u2019experi\u00e8ncia del client - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El seguiment de les m\u00e8triques de l\u2019experi\u00e8ncia del client ajuda a les empreses a comprendre millor als usuaris i les seves necessitats, aix\u00ed com el progr\u00e9s i el ROI de le seves iniciatives. 5 m\u00e8triques clau per avaluar l\u2019experi\u00e8ncia del client 1) Net Promoter Score (NPS) El NPS \u00e9s la m\u00e8trica m\u00e9s utilitzada, i per... 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