Me pēhea te ine i te makona o te kiritaki
Ko te pai o te kiritaki tētahi o ngā tohu tino nui o te angitu o te pakihi. Ko ngā kiritaki kua pai te hokohoko anō, ka tūtohu i ngā hua ki ētahi atu, ā, ka manawanui ake ki ngā take iti. I tetahi atu taha, ko ngā kiritaki kāore i te pai te hokohoko ka whakakore i tā rātou ohaurunga, ka huri ki ngā whakataetae, ka horahia rānei ngā arotake kino e pā kino ana ki te ingoa pai. Nō reira, ehara i te mea he mahi whiriwhiri noa te ine i te pai o te kiritaki, engari he tukanga e hiahia ana kia whakatinanahia i ia wā, i ia wā. Ka matapakihia e tēnei tuhinga te huarahi ki te ine i te pai o te kiritaki, mai i ngā tikanga me ngā taputapu ine ki te huarahi ki te whakamaori i ngā hua ki ngā mahi tūturu.
1. Kia mārama ki te tikanga o te makona o te kiritaki
Ko te makona o te kiritaki ko te whakataurite i ngā tumanakohanga a te kiritaki me te wheako e whiwhi ana rātou. Mēnā ka rite, ka hipa rānei te wheako i ngā tumanakohanga, ka makona ngā kiritaki. Mēnā ka iti iho te wheako i ngā tumanakohanga, ka pouri ngā kiritaki. Ka pāngia ngā tumanakohanga a te pānuitanga, te kupu whakaari waitohu, te utu, ngā taunakitanga a ngā hoa, ngā wheako o mua, me ngā paerewa ratonga ahumahi. Nō reira, ko te ine i te makona ehara i te mea ko te pātai noa, "Kei te makona koe?"; me mārama hoki ki ngā āhuatanga e hanga ana i te wheako kiritaki, pērā i te kounga hua, te tere o te ratonga, te manaaki o ngā kaimahi, te ngāwari o te utu, me ngā kaupapa here whakahoki.
2. Whakatauhia ngā whāinga ine
I mua i te whiriwhiri i tētahi tikanga, tautuhia ō whāinga ine i te pai o te kiritaki. Kei te hiahia koe ki te aromatawai i te kounga o te ratonga kiritaki? Kei te hiahia koe ki te whakatau i te pai o te kiritaki i muri i te hoko i tētahi hua motuhake? Kei te hiahia rānei koe ki te aroturuki i te wheako kiritaki mai i te tīmatanga ki te mutunga? Mā tētahi whāinga mārama koe e āwhina ki te whakatau i ngā momo pātai e tino tika ana, ngā wā kohikohi raraunga, me ngā inenga. Hei tauira, ka arotahi pea tētahi pakihi hokohoko ipurangi ki te wheako tuku me te ngāwari o te utu, ko tētahi pakihi ratonga ia ka aro nui ake ki te wā tika, te ngaiotanga, me ngā hua ratonga.
3. Te whakamahi i ngā rangahau mō te makona o te kiritaki (Customer Satisfaction Survey)
Ko ngā rangahau te huarahi tino noa hei ine i te pai o te kiritaki nā te mea he ngāwari ki te whakahaere, ā, ka taea te toro atu ki te tini o ngā kaiwhakautu. Ka taea e koe te whakamahi i tētahi rangahau poto me te tauine whakatauranga, pērā i te 1–5, 1–10 rānei. Me motuhake ngā pātai rangahau, hei tauira:
– Kei te pēhea tō makona ki te kounga o te hua?
– Kei te pēhea tō makona ki te tere o te ratonga?
– He pēhea te māmā o te tukanga hoko i runga i te paetukutuku/taupānga?
– E rite ana te hua ki te whakaahuatanga?
Mō ngā hua tika ake, whakakotahihia ngā pātai tauine (tauine tau) me ngā pātai kounga (tuwhera). Ko ngā pātai tuwhera pēnei i te "He aha tā tātou e taea te whakapai ake?" he maha ngā wā ka homai he māramatanga nui kāore e kitea noa mai i ngā tau anake.
Tohutohu nui: kia poto, kia mārama, kia poto hoki tō rangahau. Kāore e pai te nuinga o ngā kiritaki ki te whakaoti i ngā rangahau roa. Ko te mea pai, e 5–10 ngā pātai hei whakaoti i tētahi tirohanga pakari.
4. Te Ine i te CSAT (Kaute Makona o te Kiritaki)
Ko te CSAT he inenga mō te pai o te kiritaki e inehia ana mā te pātai tika pēnei i te: "I pēhea tō pai ki tō wheako?" me ngā kōwhiringa whakautu pēnei i te: Tino kore pai, Kāore i te pai, Kāore i te pai, Makona, Tino pai.
Ko te kaute CSAT ka tatauhia i te nuinga o te wā hei ōrau o ngā kiritaki i whakautu "Kua makona" "Tino makona" rānei, ki te whakataurite ki te tapeke o ngā kaiwhakautu. Ko te CSAT te mea pai hei whakamahi i muri i ngā taunekeneke motuhake, pērā i muri i te whiwhinga o te kiritaki i tētahi taonga, i muri i te whakataunga o tētahi amuamu, i muri rānei i tētahi wā kōrero. Ko te painga o te CSAT ko tōna māmā me te tere ki te pānui. Ko te ngoikoretanga ko te kore e whakamārama tonu te CSAT i te take o te makona, o te kore makona rānei, nō reira me tāpiri atu ki ngā kōrero tuwhera.
5. Te Ine i te NPS (Kaute Kaiwhakatairanga Kupenga)
Ka ine te NPS i te pono o ngā kiritaki me te tūponotanga ka tūtohu rātou i tō pakihi. Ko te pātai paerewa a te NPS ko: "E hia te tūponotanga ka tūtohu koe i tā mātou hua/ratonga ki tētahi hoa, ki tētahi hoa mahi rānei?" i runga i te tauine 0–10.
I wehea ngā kaiwhakautu ki ngā rōpū e toru:
– Ngā Kaiwhakatairanga (9–10): ngā kiritaki tino makona me te pono
– Ngā mea kore mahi (7–8): tino makona engari ka ngāwari te huri ki ngā hoa whakataetae
– Ngā kaiwhakahē (0–6): kāore i te makona, ā, tera pea ka horahia ngā arotake kino
Tātai NPS: %Kaiwhakatairanga – %Kaiwhakahē.
He pai te NPS mō te ine i te kaha o te waitohu me ngā whai wāhitanga tipu mā te kōrero-ā-waha. Kia whai hua ake ai, tāpirihia ngā pātai whai muri pēnei i: "He aha koe i hoatu ai i taua whakatauranga?"
6. Te Ine i te CES (Kaute Mahi a te Kaihoko)
Ka ine te Kaute Mahi a te Kaihoko i te ngāwari o te whakaoti a ngā kaihoko i ā rātou mahi, pērā i te hoko, te tuku amuamu, te tukatuka rānei i tētahi whakahokinga taonga. Ko te tikanga, ka pātai te CES, "He pēhea te ngāwari o te whakaoti i tāu mahi i tēnei rā?" i runga i tētahi tauine mai i te 1 (tino uaua) ki te 5/7 (tino ngāwari).
He tino whai hua te CES nā te mea he maha ngā rangahau kua whakaatu mai ka noho tonu ngā kiritaki ehara i te mea nā te mea "harikoa" rātou, engari nā te mea "ngāwari" te tukanga. Ka nui ake te kaha o te kiritaki, ka nui ake te tūponotanga ka wehe atu rātou. He pai te CES mō te ratonga kiritaki, ngā tono, ngā ratonga rānei he tukanga whakarōpū.
7. Whakamahia ngā arotake, ngā whakatauranga, me ngā pāpāho pāpori
Haunga ngā rangahau, he nui ngā raraunga mō te pai o te makona o ngā kiritaki e wātea ana mā roto i ngā arotake mākete, ngā Arotake Google, ngā kōrero pāpāho pāpori, me ngā huihuinga. He arotakenga ohorere ēnei, nō reira he pono ake. Ka taea e koe te tātari i ngā tauira amuamu, ngā kupumatua e puta pinepine ana, me ngā kare ā-roto (pai, kino, koretake). Waihoki, kia aro ki tō urupare ki ngā arotake kino, nā te mea he maha ngā wā ka pā te urupare a te pakihi ki ngā amuamu ki ngā whakatau a ngā kiritaki pea.
Ki te taea, me whakarāpopoto i ia wā: hei tauira, i ia wiki, i ia marama rānei, tuhia ngā take nui e toru e tino puta ake ana, kātahi ka whakatakoto i ngā mahi whakatika.
8. Te ine i te makona mā roto i ngā raraunga whanonga kiritaki
Kāore e hiahiatia kia pātaihia te ngākau māhaki i ngā wā katoa; ka kitea anō hoki mā roto i ngā whanonga. Ko ētahi tohu whanonga e whakaatu ana i te ngākau māhaki ko:
– Te auau hoko anō: te ōrau o ngā kaihoko e hoko anō ana
– Te auau pupuri: te ōrau o ngā kiritaki e whakamahi tonu ana i te ratonga i roto i tētahi wā kua whakaritea.
– Te auau o te ohaurunga: te ōrau o ngā kiritaki e mutu ana te ohauru
– Ngā reiti amuamu me ngā whakahokinga moni: ko ngā reiti teitei ake pea he tohu i ngā take kounga
– Te wā whakatau amuamu: ka tere ake, ka pai ake
– Te whai wāhi: te auau o te whakamahinga o te taupānga, te whakatuwheratanga īmēra, te taunekeneke rānei ki ngā ihirangi
Ka whakaratohia he pikitia whaitake mai i ngā raraunga whanonga, engari me whakakotahi tonu me ngā urupare tika kia mōhio ai koe ki ngā take o ngā tau.
9. Whakatauhia te wā ine tika
He mea nui te wā. Mēnā ka roa rawa te rangahau i muri i te tauwhitinga, ka wareware pea ngā kaihoko ki ngā taipitopito. Mēnā ka maha rawa te whakahaere, ka riri pea ngā kaihoko. Ko ētahi o ngā wā pai hei ine i te makona ko:
– I muri i te hoko, i te whiwhinga rānei o te hua
– I muri i te taunekeneke ki te ratonga kiritaki
– I muri i te mutunga o te wā whakamātautau, te wā whakauru rānei
– I muri i te whakamahinga a te kiritaki i te ratonga mō tētahi wā kua whakaritea (hei tauira, 30 ngā rā)
– Whai muri i ngā whakahoutanga pūnaha/āhuatanga hou
Whakamahia he huarahi "e ahu mai ana i ngā huihuinga" kia whai tikanga ake ai te urupare.
10. Tukatukahia ngā hua hei mahi whakatikatika
Kāore he hua o te ine i te makona me te kore he whai ake. Kia oti te kohikohi i ngā raraunga, me mahi i ēnei mahi:
1. Whakarōpūtia ngā hua mā te kāwai: te kounga o te hua, te tuku, te ratonga, te utu, me ētahi atu.
2. Rapua ngā tauira: ko ngā raruraru e puta pinepine ana koinei te kaupapa matua.
3. Whakatauhia te mahi: hei tauira, te whakapai ake i ngā whakaritenga ratonga, te tāpiri kaimahi, te whakamārama i ngā whakaahuatanga hua, te whakapai ake rānei i te takai.
4. Kōrerohia ngā huringa: Me whakamōhio atu ki ngā kiritaki kua rongo koe i ā rātou urupare. Mā tēnei ka hanga whakawhirinaki.
5. Ine anō: whakatairitehia ngā hua i mua atu me muri i te whakapainga kia kitea ai te pānga.
Whakamutunga
Ko tētahi huarahi whai hua hei ine i te pai o te kiritaki ko te whakakotahi i ētahi huarahi: ngā rangahau (CSAT, NPS, CES), te arotake me te tātari pāpāho pāpori, me ngā raraunga whanonga kiritaki. Ehara i te mea ko te kohikohi tau anake te kī ki te angitu, engari ko te kaha o te pakihi ki te whakamāori i ngā raraunga hei whakapainga tūturu. Mā te ine me te whai i ngā mahi auau, whai kiko, ka taea e ngā pakihi te pupuri i ngā kiritaki mō te wā roa, te whakarei ake i tō rātou ingoa pai, me te tipu tonu i roto i te taiao whakataetae.
Ki te hiahia koe, ka taea e au te āwhina i a koe ki te waihanga i tētahi putanga motuhake ake o tēnei tuhinga mō tētahi momo pakihi motuhake (hei tauira, wharekai, hokohoko īpurangi, ratonga, tono SaaS rānei) kia pai ake ai te whakataurite i ngā tauira inenga me ngā pātai.
