從心開始,認識忠誠的力量!

台灣許多服務業已進行多年的顧客滿意度研究,每年都會針對過去一年曾經有交易或有互動的顧客抽查數千份樣本,進行長達30分鐘的電話訪問。然而,這種傳統調查方式逐漸引發企業內部許多質疑的聲音。 Many enterprises in Taiwan have conducted years of research on customer satisfaction. Every year, thousands of customers with an interaction in the past one year are sampled to conduct an around 30-minute telephone interview. However, this kind of traditional survey method has gradually raised skeptical voices within enterprises.

從這些質疑的聲音中,我們可以發現傳統的調查方法已無法滿足現況,越來越多顧客沒有時間或意願完成一個冗長的訪問,這種冗長的調查問卷甚至會導致顧客對企業產生負面的影響。另一方面,季度甚至年度的低頻率獲取資料方式,也會阻礙企業做出迅速和正確的判斷。企業正面臨這樣的挑戰,傳統方法無法滿足他們想要立刻了解狀況、立即改善的目標,在這樣的需求下,我們的解決方案是使用益普索EFM (Enterprise Feedback Management)客戶管理系統
From these skeptical voices, we realized that the traditional survey method can no longer meet current expectations. More and more customers do not have the time or willingness to complete a long interview. Moreover, this kind of long questionnaires may even lead customers to have negative impressions about the enterprise. On the other hand, retrieving data at a low frequency every quarter or every year may also prevent enterprises from making quick and accurate decisions. In the face of these challenges, the traditional method cannot satisfy enterprises’ objectives to instantly understand situations and make immediate improvements. Under these demands, our solution is to use Ipsos’s Enterprise Feedback Management (EFM) system.