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Perguntas da pesquisa de satisfação do cliente

Vários estudos descobriram que:

  • Um cliente insatisfeito contará para 9 a 15 pessoas sobre sua experiência negativa com um negócio
  • Leva uma média de 12 experiências positivas para compensar uma experiência negativa não resolvida
  • Os clientes que dão à sua empresa uma avaliação de 5 estrelas em uma escala de 1 a 5 têm 6x mais chances de comprar de você novamente

Isso significa que os riscos são altos para as empresas no que diz respeito à satisfação do cliente, e as pesquisas de satisfação do cliente são uma das maneiras mais eficazes de descobrir como seus clientes estão se sentindo em relação à sua empresa. As pesquisas também ajudam a identificar o que funciona, o que não funciona e o que você precisa melhorar para fornecer uma experiência melhor para seus clientes.

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Pesquisas CSAT da Nicereply

O que são pesquisas de satisfação do cliente?

As pesquisas de satisfação do cliente são questionários elaborados para ajudar as empresas a compreender o nível de satisfação que seus clientes têm com seus produtos, serviços, experiências pessoais, imagem da marca ou suporte ao cliente. O objetivo geral das pesquisas de satisfação do cliente é avaliar o quão satisfeito ou insatisfeito seus clientes estão com diferentes aspectos de seus produtos, serviços ou processos.

As pesquisas de satisfação do cliente podem incluir diferentes tipos de perguntas, como perguntas de múltipla escolha (perguntas de escala de classificação, perguntas de escala binária (sim e não), perguntas nominais, perguntas de escala Likert, perguntas de diferencial semântico) e perguntas abertas ou qualquer combinação das questões mencionadas acima.

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Integre pesquisas de satisfação do cliente com o Nicereply em seus e-mails do LiveAgent

Melhores práticas para pesquisas de satisfação do cliente

  • Seja breve – pesquisas com 1-3 perguntas têm a maior taxa de conclusão média (83,34%)
  • Faça perguntas que tenham um propósito bem definido e que sejam importantes o suficiente para serem inclusas
  • Não faça perguntas ambíguas que abordem mais de um problema
  • Evite usar jargões internos ou do setor que possam confundir os entrevistados
  • Faça uso de perguntas de sim e não, ao fazer uma pergunta que tem uma necessidade simples
  • Permita o feedback em texto aberto – você pode descobrir novos insights que não esperava descobrir
  • Certifique-se de que sua pesquisa seja otimizada para dispositivos mobile.
  • Decida os melhores métodos de distribuição de pesquisas para sua empresa (e-mails, pop-ups nas páginas, widgets de feedback, etc.)
  • Pense em um momento ideal para distribuir suas pesquisas em diferentes estágios do ciclo de vida do cliente
  • Ofereça aos respondentes da pesquisa um bônus (se fizer sentido) – estudos mostraram que os incentivos podem aumentar as taxas de resposta de uma pesquisa de 5% a 20%.
  • Agradeça aos clientes por seus comentários, independentemente da natureza dos comentários

Perguntas de pesquisa de satisfação do cliente

Para obter feedback valioso de seus clientes, você precisa fazer a eles as perguntas certas. Abaixo estão algumas das perguntas mais comuns da pesquisa de satisfação do cliente (gerais e específicas do produto) que você pode usar ao criar suas próprias pesquisas CSAT.

Perguntas gerais de pesquisa de feedback do cliente


-Overall, how satisfied are you with our products?
-How satisfied are you with the diversity of our product/ service line?
-How often do you use the product/ service?
-What would persuade you to use [Product name] more often?
-Does [Product name] help you achieve your goals?
-How well does our product meet your needs?
-How has our product/service made an impact on you/ your business/ your lifestyle?
-How would you rate the quality of the product?
-How would you compare the quality of our products to that of our competitors?
-Compared to our competitors, is our product quality better, worse, or about the same?
-Compared to our competitors, are our prices higher, lower, or about the same?
-Are our products/services priced appropriately?
-How would you feel if you couldn’t use [Product name] anymore?
-How satisfied are you with the payment options we provide?
-How easy was it to complete your purchase?
-On a scale of 1 (not easy) to 10 (very easy), how easy was your checkout experience?
-Did you encounter any problems during checkout?
-Was there anything in your checkout process we could improve? If so, what?
-What was the main concern or fear you had before purchasing?
-What, if anything, almost stopped you from purchasing from us?
-What was the main thing that persuaded you to purchase?
-How satisfied are you with our product packaging?
-How satisfied are you with the delivery of our products?
-How would you rate the delivery time?
-How satisfied are you with our return policy?
-If we provided [rewards program/ discounts/] would you use it?

Perguntas de pesquisa de feedback de produto SaaS

-How did you hear about us?
-Which of our competitors did you consider before choosing us?
-What is the primary reason for choosing our product over competitors?
-What was the one thing that almost stopped you from signing up?
-How do you use our product/ service?
-What are you trying to solve by using our product /service?
-Have you used a similar [product/ service] before?
-What did you like about the previous product/ service(s)?
-What is the most important feature of our product?
-Which 3 features are the most valuable to you?
-What’s the most important feature we should add?
-What are the 3 most important features we’re missing?
-What’s one feature we can add that would make our product indispensable for you?
-If we introduced [new feature/product] would you be willing to test it/them?
-How often do you use this feature?
-How disappointed would you be if you could no longer use [Feature name?]
-Which features aren’t useful to you?
-If you could change just one thing about our product, what would it be?
-Is our pricing clear to you?
-Do you feel our [product/ service] is worth the cost?
-What would you use as an alternative if our tool was no longer available?
-How satisfied are you with our billing and invoicing?
-To what extent do you agree with the following statement: [Product name]’s onboarding process was simple, straightforward, and painless.
-How helpful do you find our video tutorials?
-How would you rate the training and help you’ve received from our team so far?
-How could we improve your experience using our solution?
-What could we change to make our product/ service more user-friendly?
-What’s the main reason you are downgrading/ canceling?
-Did the price of our product/service cause you to leave?
-Have you decided to test out a competitor?
-Are you likely to upgrade your account in the future?
-What is the primary benefit that you have received from using our product?
-How long did you use our product/ service before seeing results?

Perguntas de pesquisa da experiência do cliente


-Overall, how satisfied or dissatisfied are you with our company?
-From 1 (unhappy) to 10 (very happy), how would you rate your overall satisfaction with us?
-In your own words, describe how you feel about [Company name or Product name].
-How would you rate your last experience with us?
-How did your experience compare to your expectations?
-Were your expectations met, unmet, or exceeded?
-How responsive have we been to your questions or concerns about our products?
-How satisfied are you with our company’s overall communication efforts?
-How likely are you to return to [Company name] for your next purchase?
-If we could do anything, what should we do to WOW you?
-Which company would you say is our biggest competitor in the … market?
-What do our competitors do better than us?
-How would you compare our prices to those of our competitors?
-On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague?
-Do you have any additional comments or feedback for us?
-How could we improve your experience with [Company name]?

Perguntas de pesquisa de atendimento ao cliente


-Overall, how would you rate the quality of your customer service experience?
-How satisfied are you with the overall performance of our service team?
-How responsive (or unresponsive) is our company in answering your questions?
-How well did we understand your questions and concerns?
-How much time did it take us to address your questions and concerns?
-How much effort did you personally have to put forth to handle your request?
-How easy was it to solve your issue with us, on a scale of 1-5?
-Based on your recent interaction regarding (incident), how satisfied or dissatisfied were you with our customer service representative?
-How responsive or unresponsive would you say our customer service representative was?
-How courteous or uncourteous would you say our customer service representative was?
-How knowledgeable or unknowledgeable would you say our customer service representative was?
-How effective or ineffective would you say the communication was?
-How much did you feel our customer service representative wanted to assist you?
-Did our customer support representative make you feel valued as a customer?
-Based on your recent support call/ chat session, how easy or difficult was it to interact with [Company name]?
-What can our customer service team do better?
-How could we make it easier to resolve your questions or concerns?
-What is the one thing that you would like to see improved in your interactions with our customer service team?

Perguntas de pesquisa de feedback do site

-Overall, how well does our website meet your needs?
-What was your first impression when you entered the website?
-How satisfied are you with the design and functionality of our website?
-How well do you understand what [Company name] does from our homepage?
-How easy was it to use/ navigate our website? Did you have any problems?
-What are you hoping to accomplish by visiting our website?
-How easy was it to find what you were looking for on our website?
-Did it take you more or less time than you expected to find what you were looking for on our website?
-How visually appealing is our website?
-How easy is it to understand the information on our website?
-How much do you trust the information on our website?
-Is there a feature you wish our website had?
-What could we do to make our website more useful?
-Is there anything on this website that doesn’t work the way you expected it to?
-If you could change one thing about our website, what would it be?
-How would you rate your overall experience on our website today?
-How likely is it that you would recommend our website to a friend or colleague?
-If you were to review the website, what score would you give it out of 5?
-Do you have any other comments about how we can improve our website?

Pesquisa de satisfação do cliente – Perguntas frequentes

Que perguntas devo fazer para ter feedback do cliente?

Você deve fazer um conjunto de perguntas que o ajudarão a entender os pontos fortes e fracos de seu trabalho e os motivos da satisfação ou insatisfação do cliente.

Como se avalia a satisfação do cliente?

Você pode usar pesquisas para coletar feedback dos clientes. Alguns clientes escolherão por preencher uma pesquisa em troca de uma recompensa, enquanto outros responderão porque estão dispostos a compartilhar suas opiniões.

Como você deve construir perguntas para uma pesquisa?

Ao criar uma pesquisa, você deve fazer perguntas que são:

  • Claras, diretas e fáceis para os entrevistados responderem
  • Com respostas livres
  • Específicas – para fornecer informações suficientes para responder elas, e não com pouca informação
  • Fechadas – para oferecer aos entrevistados um conjunto limitado de respostas possíveis (múltipla escolha) em vez de pedir a eles que escrevam todas as respostas

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