{"id":43126,"date":"2023-06-20T08:01:34","date_gmt":"2023-06-20T06:01:34","guid":{"rendered":"https:\/\/enreach.es\/?p=43126"},"modified":"2023-06-20T08:03:58","modified_gmt":"2023-06-20T06:03:58","slug":"tips-per-redactar-bones-preguntes-en-les-enquestes-de-satisfaccio-posteriors-a-la-trucada","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/tips-per-redactar-bones-preguntes-en-les-enquestes-de-satisfaccio-posteriors-a-la-trucada\/","title":{"rendered":"Tips per redactar bones preguntes en les enquestes de satisfacci\u00f3 posteriors a la trucada"},"content":{"rendered":"<p>Quan es tracta de mesurar la satisfacci\u00f3 del client i millorar la seva experi\u00e8ncia (CX), les enquestes posteriors a la trucada poden ser una eina valuosa per a les empreses. No obstant, sense les preguntes correctes, pot ser un repte obtenir la informaci\u00f3 necess\u00e0ria per a qu\u00e8 l\u2019empresa pugui realitzar millores significatives.<\/p>\n<p>En aquest post, descriurem alguns consells per redactar preguntes de satisfacci\u00f3, posteriors a la trucada, que poden ajudar a les empreses a aprofitar al m\u00e0xim els comentaris dels seus clients.<\/p>\n<h3><strong>Per a qu\u00e8 serveix una enquesta de satisfacci\u00f3 posterior a la trucada?<\/strong><\/h3>\n<p>Les empreses utilitzen <strong>enquestes de satisfacci\u00f3<\/strong> posteriors a la trucada per recopilar comentaris dels clients sobre les seves interaccions amb els agents d\u2019un contact center. Aquesta enquesta es realitza immediatament despr\u00e9s de la trucada.<\/p>\n<p><strong>El seu objectiu principal \u00e9s mesurar la satisfacci\u00f3 del client i identificar \u00e0rees per millorar el servei<\/strong>. A l\u2019analitzar els comentaris dels usuaris, es poden identificar problemes comuns i prendre mesures per solucionar-los.<\/p>\n<p>A m\u00e9s, <strong>es poden utilitzar aquest tipus d\u2019enquestes per recopilar dades sobre les prefer\u00e8ncies i el comportament dels clients<\/strong>. Aix\u00f2 pot ajudar a millorar els productes i serveis per satisfer millor les necessitats del client i millorar l\u2019experi\u00e8ncia general.<\/p>\n<p>En resum, <strong>una enquesta de satisfacci\u00f3 posterior a la trucada \u00e9s una eina \u00fatil per a les empreses que busquen millorar el servei al client<\/strong>. Al recopilar comentaris directament dels usuaris, es pot obtenir r\u00e0pidament informaci\u00f3 clau.<\/p>\n<h3><strong>Quins s\u00f3n els components d\u2019una bona pregunta d\u2019enquesta posterior a la trucada? <\/strong><\/h3>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Brevetat:<\/strong> s\u2019ha d\u2019evitar fer l\u2019enquesta massa llarga, ja que els enquestats poden perdre inter\u00e8s i abandonar-la abans de finalitzar-la.<\/li>\n<li><strong>Focalitzaci\u00f3 en un sol tema:<\/strong> \u00e9s convenient centrar-se en un tema principal per enquesta per evitar confondre o aclaparar als enquestats.<\/li>\n<li><strong>Realitzaci\u00f3 de preguntes espec\u00edfiques:<\/strong> ser clar i espec\u00edfic en la redacci\u00f3 ajuda a evitar ambig\u00fcitat o confusi\u00f3 en la interpretaci\u00f3 de la pregunta per part de l\u2019enquestat.<\/li>\n<li><strong>Utilitzaci\u00f3 d\u2019un llenguatge comprensible:<\/strong> les preguntes han de ser simples i f\u00e0cils d\u2019entendre per a qu\u00e8 l\u2019enquestat pugui respondre-les amb precisi\u00f3.<\/li>\n<li><strong>No fer preguntes de s\u00ed\/no:<\/strong> evitar limitar les opcions de resposta de l\u2019enquestat a nom\u00e9s \u201cs\u00ed\u201d o \u201cno\u201d si es vol obtenir informaci\u00f3 m\u00e9s detallada.<\/li>\n<li><strong>Claredat:<\/strong> indicar clarament quina informaci\u00f3 est\u00e0 tractant de recopilar de cada pregunta per evitar confusions o males interpretacions.<\/li>\n<li><strong>Preguntes rellevants:<\/strong> assegurar que cada pregunta estigui directament relacionada amb el tema de l\u2019enquesta i evitar preguntes irrellevants.<\/li>\n<li><strong>Format obert o tancat:<\/strong> el format de la pregunta dep\u00e8n del tipus d\u2019informaci\u00f3 que es necessiti. Les preguntes obertes permeten comentaris detallats, mentre que les preguntes tancades tenen opcions de resposta espec\u00edfiques.<\/li>\n<li><strong>Respostes mesurables:<\/strong> la pregunta ha de generar respostes mesurables que es puguin analitzar f\u00e0cilment en busca de tend\u00e8ncies i patrons.<\/li>\n<\/ul>\n<h3><strong>Quins tipus de preguntes de l\u2019enquesta de satisfacci\u00f3 del client s\u2019han d\u2019evitar? <\/strong><\/h3>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Preguntes capcioses:<\/strong> aquelles que suggereixin una resposta particular o emprin un llenguatge esbiaixat.<\/li>\n<li><strong>Preguntes confuses:<\/strong> les que s\u00f3n dif\u00edcils d\u2019entendre o tenen m\u00faltiples significats que poden conduir a resultats inexactes.<\/li>\n<li><strong>Preguntes dobles:<\/strong> aquelles que pregunten dues coses alhora com, per exemple: \u201cCreu que el nostre producte \u00e9s \u00fatil i f\u00e0cil d\u2019usar?\u201d. Aquest tipus de preguntes poden ser confuses i conduir a resultats inexactes.<\/li>\n<li><strong>Preguntes escrites utilitzant argot o llenguatge t\u00e8cnic:<\/strong> aquestes solen ser dif\u00edcil d\u2019entendre pels enquestats. Per aix\u00f2 \u00e9s important utilitzar un llenguatge clar i comprensible.<\/li>\n<\/ul>\n<h3><strong>Conclusions clau<\/strong><\/h3>\n<p>Redactar bones preguntes en las enquestes de satisfacci\u00f3 posteriors a la trucada \u00e9s crucial per a qu\u00e8 les empreses recopilin comentaris valuosos dels clients. Si les q\u00fcestions plantejades s\u00f3n clares i concises poden millorar substancialment l\u2019experi\u00e8ncia del client (CX).<\/p>\n<p><strong>Per obtenir el millor servei al client i la m\u00e0xima satisfacci\u00f3 dels usuaris, \u00e9s necessari utilitzar el<\/strong> <a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/\"><strong>software de call center adequat<\/strong><\/a>. Al realitzar una enquesta posterior a una trucada, \u00e9s important que aquesta permeti recopilar f\u00e0cilment les dades necess\u00e0ries per a l\u2019empresa.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Quan es tracta de mesurar la satisfacci\u00f3 del client i millorar la seva experi\u00e8ncia (CX), les enquestes posteriors a la trucada poden ser una eina valuosa per a les empreses. No obstant, sense les preguntes correctes, pot ser un repte obtenir la informaci\u00f3 necess\u00e0ria per a qu\u00e8 l\u2019empresa pugui realitzar millores significatives. En aquest post,&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/tips-per-redactar-bones-preguntes-en-les-enquestes-de-satisfaccio-posteriors-a-la-trucada\/\" title=\"Read Tips per redactar bones preguntes en les enquestes de satisfacci\u00f3 posteriors a la trucada\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":43127,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3099,4795,3100,3202,4794,3375,4016,4793,3261,3201,4771],"class_list":["post-43126","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-call-center-ca","tag-comportament-del-client","tag-contact-center-ca","tag-cx-ca","tag-dades-dels-usuaris","tag-necessitats-del-client","tag-preferencies-dels-clients","tag-recopilacio-informacio","tag-satisfaccio-del-client","tag-servei-al-client","tag-tips-ca"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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