{"id":14787,"date":"2020-06-30T12:26:23","date_gmt":"2020-06-30T10:26:23","guid":{"rendered":"https:\/\/www.topdesk.com\/da\/?p=14787"},"modified":"2025-01-08T09:32:59","modified_gmt":"2025-01-08T08:32:59","slug":"metoder-til-kundefeedback","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/da\/blog\/metoder-til-kundefeedback\/","title":{"rendered":"10 metoder til at f\u00e5 kundefeedback"},"content":{"rendered":"

Vil du vide hvordan, du forbedrer den m\u00e5de, som dine kunder oplever dine services p\u00e5? Hvis du ikke sp\u00f8rger dem, f\u00e5r du det aldrig at vide.<\/strong><\/p>\n

10 m\u00e5der, du kan f\u00e5 dine kunders feedback<\/h2>\n

Her er 10 kreative m\u00e5der, som fort\u00e6ller dig, hvordan dine kunder virkelig har det med dig.<\/p>\n

1. Konfigur\u00e9r en mailboks til feedback<\/h3>\n

Konfigur\u00e9r en mailboks til feedback og markedsf\u00f8r den til dine kunder. Du kan s\u00e6tte plakater op p\u00e5 kontoret, skrive det i din e-mailsignatur og endda s\u00e6tte bannere p\u00e5 jeres intranet eller p\u00e5 serviceportalen. For at f\u00e5 det til at virke, skal du behandle indbakken som et tovejs-kommunikationsv\u00e6rkt\u00f8j. Husk altid at svare kunderne og takke dem for at have brugt tid p\u00e5 at give feedback.<\/p>\n

2. Brug meningsanalyse<\/h3>\n

Meningsanalyse betyder grundl\u00e6ggende, at du henter samtaledata fra dine services og analyserer n\u00f8gleord og s\u00e6tninger for at finde ud af, hvad kundens konsensus er ift. dine services. Brands bruger f.eks. ofte meningsanalyser til at m\u00e5le deres succes p\u00e5 de sociale medier. Start med at k\u00f8re supportens e-mailsamtaler (tickets) gennem et gratis, ord relateret cloud-v\u00e6rkt\u00f8j for at f\u00e5 en visuel repr\u00e6sentation af, hvad du og dine kunder siger til hinanden.<\/p>\n

3. Udn\u00e6vn en kundetilfredshedsansvarlig<\/h3>\n

Hvem er ansvarlig for at h\u00e5ndtere kundefeedbacken i din organisation? Ved du det? Er der andre, der ved det? Hvis der ikke findes en bestemt person, der s\u00f8rger for, at feedbacken er organisationens h\u00f8jeste prioritet, skal du overveje at udn\u00e6vne en kundetilfredshedsansvarlig. N\u00e5r der er \u00e9n, som kun fokuserer p\u00e5 kundetilfredsheden, er der st\u00f8rre chance for at se nogle konkrete resultater. Og mens den kundetilfredshedsansvarlige har ansvaret for h\u00e5ndteringen af kundernes feedback, skal resten af organisationen selvf\u00f8lgelig arbejde mod det samme m\u00e5l.<\/p>\n

4. Offentligg\u00f8r unders\u00f8gelserne<\/h3>\n

Et af de \u00e6ldste tricks: lav en enkel unders\u00f8gelse og udgiv den som en formular. Du kan e-maile formularen til hele din virksomhed eller til en udvalgt liste af kunder. Bare s\u00f8rg for, at din unders\u00f8gelse er s\u00e5 brugervenlig som muligt.<\/p>\n

5. Brug en ‘aktuel’-tilgang<\/h3>\n

Udover regelm\u00e6ssigt at udsende komplette unders\u00f8gelser, kan du ogs\u00e5 bede om feedback med indlejrede feedbackv\u00e6rkt\u00f8jer. V\u00e6rkt\u00f8jerne giver kunderne mulighed for at vurdere deres oplevelse af dine services, mens de stadig har den i frisk erindring. Det bliver ikke mere ‘aktuelt’ end det. Det vil v\u00e6re let for dine kunder at bed\u00f8mme dine services: v\u00e6rkt\u00f8jernes vurderingsproces virker, som n\u00e5r du rangerer en app i App Store eller bruger de smiley-knapper, som du f.eks. ser i lufthavnen.<\/p>\n

6. S\u00f8rg for en klar feedbackproces<\/h3>\n

Implement\u00e9r en feedbackproces, n\u00e5r du vil have feedback-loopet k\u00f8rende. Det kr\u00e6ver en god proces at opn\u00e5 en struktureret foresp\u00f8rgsel og h\u00e5ndtering af feedbacken. Er der myldretid ved din servicedesk? S\u00e5 er det klart, at indsamlingen af feedback m\u00e5ske ikke er den h\u00f8jeste prioritet for alle og enhver. Din kundetilfredshedsansvarlige kan oprette en feedbackproces, s\u00e5 dine afdelinger altid ved hvordan og hvorn\u00e5r, de skal behandle feedback, selv n\u00e5r de har rigtig travlt.<\/p>\n

7. Lav h\u00f8flighedsopkald<\/h3>\n

Kunne du t\u00e6nke dig at f\u00e5 v\u00e6rdifuld feedback fra de kunder, der kender dine services godt? Find ud af, hvem dine hyppigste kunder er, og hvorfor de kontakter dig s\u00e5 ofte. G\u00f8r det ugentligt eller m\u00e5nedligt: bare lav en rapport med tickets over de seneste m\u00e5neder og kontakt dine 10 mest aktive anmodere. Det er hurtigt og m\u00e5lrettet, og det rygtes hurtigt, at du har en mere proaktiv tilgang til feedbacken. Et godt r\u00e5d: husk ogs\u00e5 at kontakte de kunder, der har givet negativ feedback. Det lyder m\u00e5ske ikke ret intuitivt. Men n\u00e5r du dykker ned i de d\u00e5rlige anmeldelser, hj\u00e6lper det dig med bedre at forst\u00e5 din kunder.Begynd at s\u00f8ge efter vrede kunder vha. denne blog om, hvordan du forvandler d\u00e5rlige anmeldelser til nyttig feedback.<\/p>\n

8. Hold feedback-sessions<\/h3>\n

Det, at m\u00f8de kunderne ansigt til ansigt, er ofte den mest effektive m\u00e5de at h\u00f8re deres mening p\u00e5. Vil du stille en feedbackplatform til r\u00e5dighed? Organis\u00e9r en m\u00e5nedlig workshop, et \u2018advisory board\u2019 eller \u2018lunch-and-learn\u2019-sessioner med forskellige kunder. S\u00f8rg for, at du inviterer en lille, blandet gruppe. P\u00e5 den m\u00e5de g\u00e5r ingen meninger tabt, og du f\u00e5r den mest repr\u00e6sentative feedback.<\/p>\n

9. Byt job<\/h3>\n

Undlad at d\u00f8mme nogen f\u00f8r du har v\u00e6ret i deres sted. Tal med forskellige mennesker og afdelinger i din organisation og sp\u00f8rg, om du m\u00e5 bruge lidt tid p\u00e5 at forst\u00e5 deres job. Du kan m\u00e5ske g\u00f8re det p\u00e5 en time eller f\u00f8lge en kollega over to hele dage. De fleste mennesker vil gerne fort\u00e6lle dig om det, de g\u00f8r – og dele deres mening. N\u00e5r du ved, hvad dine kunder synes, kan du hj\u00e6lpe dem til at blive mere produktive. F.eks. ved at fjerne eventuelle hindringer, der st\u00e5r i vejen for dem.<\/p>\n

10. V\u00e6r gennemsigtig og del forbedringer<\/h3>\n

Det er en god id\u00e9 at dele feedbackrapporter med kunderne. Dermed viser du ogs\u00e5 din organisation, at du v\u00e6rds\u00e6tter feedbacken og er helt gennemsigtigt ift. dine forbedringspunkter. Brug f.eks. kundefeedbacken til at opdatere dit servicekatalog.\u00a0N\u00e5r du viser dine kunder, at du faktisk bruger deres feedback til at forbedre dine services, holder de dig l\u00f8bende orienteret. Glade kunder g\u00f8r dig glad!<\/p>\n

S\u00f8ger du mere inspiration?<\/h4>\n

N\u00e5r du opfordrer til mere feedback p\u00e5 arbejdspladsen, giver det gladere og mere tilfredse kunder. Den ultimative metode til at finde ud af, hvad dine kunder virkelig synes og f\u00f8ler mht. dine services, er at kortl\u00e6gge kunderejsen (Customer Journey Mapping). Kortl\u00e6gningen af kunderejse kombinerer flere af vores tips ovenfor og hj\u00e6lper dig med at s\u00e6tte dig helt i dine kunders sted. Download vores Customer Journey Mapping toolkit<\/a> for at l\u00e6re dine kunder fuldst\u00e6ndigt at kende.<\/p>\n","protected":false},"excerpt":{"rendered":"

Vil du vide hvordan, du forbedrer den m\u00e5de, som dine kunder oplever dine services p\u00e5? Hvis du ikke sp\u00f8rger dem, f\u00e5r du det aldrig at vide. 10 m\u00e5der, du kan f\u00e5 dine kunders feedback Her er 10 kreative m\u00e5der, som fort\u00e6ller dig, hvordan dine kunder virkelig har det med dig. 1. Konfigur\u00e9r en mailboks til<\/p>\n","protected":false},"author":379,"featured_media":16933,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-14787","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":{"title":"Download vores toolkit","url":"https:\/\/www.topdesk.com\/da\/e-boeger\/customer-journey-mapping\/","target":""},"toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\n10 metoder til at f\u00e5 kundefeedback<\/title>\n<meta name=\"description\" content=\"Vil du vide, hvordan dine kunder synes om dine services? Sp\u00f8rg dem! 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