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Cómo realizar una encuesta de satisfacción del cliente Saltar al contenido El sostén de todo negocio son los clientes , por eso te conviene tenerlos satisfechos. ¿Y cómo se mide esa satisfacción? Hay muchas formas de hacerlo y ahora mismo veremos en profundidad una de ellas, que es la encuesta de satisfacción del cliente. Este artículo está dedicado a cómo medir la satisfacción del cliente . Empezaremos viendo los indicadores de satisfacción del cliente y después pasaremos a cómo realizar una buena encuesta de satisfacción de los clientes. ¿Estás preparado? ¡Empezamos!
Indicadores de satisfacción del cliente Los indicadores de satisfacción de los clientes son los datos que recoges en tu empresa y que te permiten medir el estado del cliente en relación con tu producto o servicio. Un indicador es el resultado de relacionar dos o más datos, de tal forma que se miden los sucesos de forma cuantitativa y cualitativa, se sacan conclusiones y así se toman las acciones pertinentes. Ahora bien, ¿cuáles son los indicadores adecuados para poder medir y realizar mejoras posteriores?
Grado de fidelización : mide la fidelidad del cliente hacia tu empresa. Puede medirse con datos de la frecuencia de uso o repetición de la compra.Tiempo medio de espera : este indicador se refiere al tiempo que un cliente espera para ser atendido. Los tiempos de espera son de físicos, telefónicos u online.Reclamaciones : se trata de las quejas de los clientes relacionadas con los productos y servicios ofrecidos. Las reclamaciones se contarán en todas las vías por las que se produzcan, que serán telefónicas, presenciales y por Internet. El objetivo de esta medición es reducir al máximo el número de reclamaciones.Cumplimiento del plazo de entrega : la demora en los plazos de entrega genera malestar en los clientes. Por ello hay que ser realista a la hora de fijar los plazos.Defectos : este indicador está relacionado con la calidad del producto, aunque también tiene mucha relación con las reclamaciones. Aquí se evalúa el estado de los distintos productos y su número de errores. Como veremos más adelante, estos indicadores son números que se calculan con fórmulas sencillas y nos dan una idea de la satisfacción de los clientes. Vamos a pasar ahora a la medida de satisfacción protagonista de este artículo: el cuestionario de satisfacción del cliente. VIDEO
Cómo hacer una buena encuesta de satisfaccion al cliente Hablar de cuestionario de satisfacción del cliente parece algo fácil de entrada, pero puede ser bastante peliagudo porque no es fácil saber qué hay que preguntar al cliente para que su respuesta realmente ayude a la empresa. Para diseñar la encuesta de satisfacción hay que tener en cuenta los siguientes factores:
Segmentación : con segmentación nos referimos más bien a la base de datos. La base de datos de clientes tiene que estar segmentada según los tipos de clientes que tengas y esto lo obtendrás en función de los datos que tengas de ellos. No se puede mandar la misma encuenta a toda la base de datos.Focalización de las preguntas : las encuestas deben centrarse en un área concreta para obtener la máxima información posible y no despistar al cliente. Es mejor realizar encuestas cortas que abarquen una sola área de la empresa antes que encuestas muy largas que abarcan todos los departamentos de la empresa, ya que pueden cansar al cliente y al final la abandona.Realización de las preguntas : hay distintos tipos de preguntas que pueden realizarse en las encuestas y debes conocer. Estas son abiertas, cerradas, dicotómicas o de respuesta múltiple. Lo primero que debes tener en cuenta es qué dato quieres que el cliente te dé en sus respuestas y a partir de ahí diseñar la pregunta que al cliente le vaya a resultar más sencillo responder para llegar a lo que tú como empresa necesitas.Otros aspectos : hay muchos aspectos en la realización de una encuesta que son decisivos para que el cliente la encuentre atractiva y la responda con ganas. Esto aspectos son la simplicidad, el diseño, el tono utilizado, la facilidad de uso de la plataforma donde está alojada, etc. ¿Sabes ya cómo diseñar tu encuesta? Entonces pasamos a los modelos de encuesta de satisfacción del cliente.
Modelos de encuestas de satisfacción del cliente La planificación de una encuesta no solo se basa en realizar las preguntas sino también en cómo se recogerán los datos. Esto dependerá del presupuesto destinado a medir la satisfacción, el número de clientes, su localización, el número total de clientes y la información que dispongamos de cada unos de ellos. Hay varios modelos de cuestionario de satisfacción según el canal utilizado para realizarlo:
Presencial : es el modelo más caro ya que se necesita personal para realizarlo. Por otra parte es el que tiene un mayor éxito en cuanto a número de respuestas. También tiene sesgo elevado según el lugar y preguntas seleccionadas.Online: este modelo es mucho más barato porque te ahorras el coste de los sueldos de las personas encargadas de realizarlo. Eso sí, el índice de respuesta es menor que para las encuestas presenciales. Una encuesta online puede hacerse llegar al cliente por correo electrónico, redes sociales, formularios en la propia web de la empresa o a través del teléfono móvil.Telefónica: este forma de encuestas es obviamente más cara que la online ya que para realizarlas se suele echar mano de compañías de telemarketing . La cantidad de respuestas a las encuestas realizadas así es más baja que las conseguidas haciendo encuestas presenciales, básicamente por la saturación que tiene el público respecto a las compañías de telemarketing.Dispositivos móviles o digitales : los dispositivos móviles o digtales pueden ubicarse en puntos específicos y realizar encuestas de satisfacción muy sencillas. Un ejemplo de esto son las encuestas en las que tienes que elegir una cara entre varias en función de lo que te ha parecido la atención al cliente del empleado que te ha atendido. Este último tipo de encuestas se realiza muchas veces en los grandes almacenes de «El Corte Inglés» cuando pagas el producto.
Ejemplos de preguntas en encuesta de satisfacción del cliente Comentábamos más arriba que las preguntas que pueden hacerse en los cuestionarios de satisfacción serán abiertas, cerradas, dicotómicas o de respuesta múltiple. Las preguntas cerradas son las que buscan una respuesta concisa, que en muchas ocasiones será «sí» o «no». También se consideran preguntas de respuesta cerrada aquellas cuya respuesta es corta y no requiere ningún análisis. Ejemplos de preguntas cerradas son:
¿Cuál es tu edad? (aquí la respuesta es un número). ¿Has comprado alguna vez el producto X a una empresa que no sea Y? (aquí la respuesta es «sí» o «no»). A las preguntas cerradas que tienen dos posibles opciones de respuesta se les llama también preguntas dicotómicas. Más tipos de preguntas cerradas son aquellas que se basan en una escala. Un ejemplo de esto es: En comparación con el anterior, el nuevo producto es:
Mucho peor. Peor. Igual. Mejor. Mucho mejor. Las preguntas abiertas son aquellas que requieren una respuesta más o menos larga y en las que quieres que el cliente se explique bien. Los resultados de estas preguntas son muy interesantes, lo malo es que son más complicadas de analizar. Aquí te dejamos dos ejemplos de preguntas abiertas.
¿Podrías decir una empresa que admires y por qué? ¿Qué mejoras nos propondrías? Otro tipo de preguntas que se usa mucho es la pregunta de respuesta múltiple . Son aquellas que presentan varias opciones de respuesta. En algunas de ellas solo puedes elegir una respuesta y en otras puedes elegir varias. Veamos un ejemplo. ¿Cuánto tiempo llevas utilizando los productos de la empresa X?
Menos de un mes. De uno a tres meses. De tres a seis meses. Entre seis meses y un año. Entre uno y tres años. Más de tres años. En esta pregunta es obvio que solo tiene sentido marcar una opción. Vamos ahora con otra pregunta del mismo estilo. ¿Cómo conociste la empresa X?
TV. Radio. Periódicos o revistas. Internet. Amigos, contactos o compañeros de trabajo. Otros: (opción para responder lo que se quiera) En esta pregunta, por ejemplo, sí podría tener sentido señalar más de una respuesta.
Cómo medir la satisfacción del cliente sin encuestas Quizá te estés preguntando si se puede medir la satisfacción del cliente sin encuestas. Sí se puede y la forma de hacerlo es basándose en los cálculos relacionados con los indicadores de satisfacción que mencionamos al principio del artículo.
Grado de fidelidad = (número de clientes registrados / número de ventas del producto o servicio) Tiempo medio de espera = (suma total de minutos de espera al servicio / cantidad de clientes atendidos) Reclamaciones = (número de reclamaciones / número de clientes atendidos) Cumplimiento de plazos de entrega = (número de entregas con demora/número de entregas totales)
¿Utilizas las encuestas de satisfacción del cliente en tu empresa? No todas las empresas tienen en cuenta lo que sus clientes piensan de ellas, lo cual no deja de ser un error. Los clientes son los mejores para evaluarte y gracias a lo que te digan poder plantearte un rumbo u otro en el negocio. Como si fueran los jefes. ¿Usas encuestas de evaluación de clientes y les sacas partido para mejorar tu negocio? Cuántanos en los comentarios cómo van tus encuestas, ¡te esperamos!