{"id":41198,"date":"2023-01-17T07:00:06","date_gmt":"2023-01-17T06:00:06","guid":{"rendered":"https:\/\/enreach.es\/?p=41198"},"modified":"2022-12-28T09:00:10","modified_gmt":"2022-12-28T08:00:10","slug":"com-mesurar-la-satisfaccio-del-client-als-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-mesurar-la-satisfaccio-del-client-als-call-center\/","title":{"rendered":"Com mesurar la satisfacci\u00f3 del client als call center"},"content":{"rendered":"

Dir que la satisfacci\u00f3 del client \u00e9s important \u00e9s quedar-se curt. Al 2023, ser\u00e0 una necessitat. Segons Gartner, el 81% dels especialistes en m\u00e0rqueting consideren que la satisfacci\u00f3 del client \u00e9s l\u2019\u00e0rea principal de compet\u00e8ncia a la seva ind\u00fastria.<\/p>\n

Per\u00f2 l\u2019avantatge competitiu no ho \u00e9s tot. Segons PwC, el 59% dels clients deixaran una empresa despr\u00e9s de diverses males experi\u00e8ncies i el 17% despr\u00e9s d\u2019una mala CX<\/strong>. S\u00ed, aix\u00f2 tamb\u00e9 es refereix als clients fidelitzats, ja que no tornaran.<\/p>\n

Per tant, no es pot subestimar la import\u00e0ncia de la satisfacci\u00f3 del client. \u00c9s la millor manera d\u2019assegurar la seva lleialtat amb l\u2019objectiu que acabin convertint-se en ambaixadors de la marca. Tota empresa ha de tractar la satisfacci\u00f3 del client com un factor comercial essencial i treballar per millorar-lo<\/strong>.<\/p>\n

Qu\u00e8 \u00e9s la satisfacci\u00f3 del client?<\/strong><\/h3>\n

La satisfacci\u00f3 del client \u00e9s una mesura que determina qu\u00e8 tan b\u00e9 els productes o serveis d\u2019una empresa compleixen amb les expectatives del client. \u00c9s un dels indicadors m\u00e9s importants de les intencions de compra i la lleialtat del client. Com a tal, ajuda a predir el creixement del negoci i els ingressos.<\/p>\n

Si b\u00e9 la definici\u00f3 anterior sembla bastant senzilla, en realitat, no \u00e9s tan f\u00e0cil definir qu\u00e8 significa realment \u201cclients satisfets\u201d per a una organitzaci\u00f3.<\/p>\n

Aqu\u00ed \u00e9s on entren en joc les m\u00e8triques espec\u00edfiques de satisfacci\u00f3 del client<\/strong>, com CSAT (Puntuaci\u00f3 de Satisfacci\u00f3 del Client), que permeten determinar qu\u00e8 influeix exactament en la satisfacci\u00f3, o manca d\u2019ella, entre els usuaris<\/strong>.<\/p>\n

A m\u00e9s, un alt nivell de satisfacci\u00f3 del client garanteix clients a llarg termini i \u00e9s un factor diferenciador de la compet\u00e8ncia<\/strong>. Tamb\u00e9 permet evitar les conseq\u00fc\u00e8ncies d\u2019una mala experi\u00e8ncia del client (CX): rotaci\u00f3 de clients i boca-orella negatiu.<\/p>\n

Com mesurar la satisfacci\u00f3 del client?<\/strong><\/h3>\n

Per realitzar un seguiment de la satisfacci\u00f3 del client, s\u2019ha de configurar una enquesta CSAT<\/strong> que sol\u00b7liciti als usuaris que qualifiquin les seves experi\u00e8ncies amb una empresa, generalment en una escala de l\u20191 al 5.<\/p>\n

Tamb\u00e9 es pot mesurar la satisfacci\u00f3 general d\u2019un client amb els serveis o monitorejar punts de contacte espec\u00edfics, com realitzar una compra o <\/strong>comunicar-se amb el servei d\u2019atenci\u00f3 al client<\/strong><\/a>, entre d\u2019altres<\/strong>.<\/p>\n

Aix\u00ed mateix, \u00e9s una bona idea incloure preguntes obertes de l\u2019enquesta de satisfacci\u00f3 del client despr\u00e9s d\u2019obtenir la seva qualificaci\u00f3 per a qu\u00e8 puguin explicar la seva elecci\u00f3 i escriure comentaris concrets.<\/p>\n

Per\u00f2 CSAT no \u00e9s l\u2019\u00fanica m\u00e8trica d\u2019experi\u00e8ncia del client que existeix. Hi ha d\u2019altres que ajuden a mesurar la lleialtat i la felicitat dels clients amb una empresa.<\/p>\n

Un d\u2019ells \u00e9s el popular NPS (Net Promoter Score) que monitoreja la probabilitat que els clients recomanin una marca als seus amics, familiars i entorn m\u00e9s proper.<\/p>\n

Tamb\u00e9 es pot usar CES (Puntuaci\u00f3 d\u2019Esfor\u00e7 del Client) per mesurar qu\u00e8 tan f\u00e0cil \u00e9s pels seus clients interactuar amb una empresa<\/strong>.<\/p>\n

Mesurar i analitzar la satisfacci\u00f3 del client ha de convertir-se en una acci\u00f3 permanent en un negoci, no nom\u00e9s en quelcom que es fa de tant en tant o per lidiar amb una crisi de reputaci\u00f3<\/strong>. Com ho va expressar McKinsey & Company, les tres C de la satisfacci\u00f3 del client s\u00f3n \u201cconsist\u00e8ncia, consist\u00e8ncia i consist\u00e8ncia\u201d.<\/p>\n

En conclusi\u00f3, un software d\u2019enquestes a clients pot ajudar a configurar enquestes recurrents, recopilant les respostes i analitzant-les en un sol lloc<\/strong>. Aix\u00f2 permetr\u00e0 crear un proc\u00e9s sostenible de mesurament de la satisfacci\u00f3 del client.<\/p>\n","protected":false},"excerpt":{"rendered":"

Dir que la satisfacci\u00f3 del client \u00e9s important \u00e9s quedar-se curt. Al 2023, ser\u00e0 una necessitat. Segons Gartner, el 81% dels especialistes en m\u00e0rqueting consideren que la satisfacci\u00f3 del client \u00e9s l\u2019\u00e0rea principal de compet\u00e8ncia a la seva ind\u00fastria. Per\u00f2 l\u2019avantatge competitiu no ho \u00e9s tot. Segons PwC, el 59% dels clients deixaran una empresa… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":41199,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3099,4257,3163,3100,4256,3511,3202,4255,3350,3351,3512,3261,3201],"class_list":["post-41198","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-call-center-ca","tag-ces-ca","tag-cloud-ca","tag-contact-center-ca","tag-crisi-de-reputacio","tag-csat-ca","tag-cx-ca","tag-enquestes-a-clients","tag-expectatives-del-client","tag-lleialtat-del-client","tag-nps-ca","tag-satisfaccio-del-client","tag-servei-al-client"],"acf":[],"yoast_head":"\nCom mesurar la satisfacci\u00f3 del client als call center - Enreach ES<\/title>\n<meta name=\"description\" content=\"Mesurar i analitzar la satisfacci\u00f3 del client ha de convertir-se en una acci\u00f3 permanent en un negoci.\" \/>\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\/como-medir-la-satisfaccion-del-cliente-en-los-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com mesurar la satisfacci\u00f3 del client als call center - 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