{"id":26901,"date":"2019-10-11T12:44:30","date_gmt":"2019-10-11T11:44:30","guid":{"rendered":"https:\/\/mopinion.com\/?p=26901"},"modified":"2023-10-01T11:48:15","modified_gmt":"2023-10-01T10:48:15","slug":"customer-feedback-meten","status":"publish","type":"post","link":"https:\/\/mopinion.com\/nl\/customer-feedback-meten\/","title":{"rendered":"Deze KPI&#8217;s gebruik je om customer feedback te meten"},"content":{"rendered":"<h4><a href=\"https:\/\/www.klipfolio.com\/resources\/articles\/what-are-business-metrics\" target=\"_blank\" rel=\"noopener\">KPI\u2019s <\/a> komen tegenwoordig in iedere laag van de organisatie voor. Of het nu gaat om de financi\u00ebn, concurrentie, klantbehoeften, verwachtingen, prestaties van medewerkers of marketing, meten is weten. KPI\u2019s weerspiegelen de stand van zaken en ondersteunen strategie\u00ebn en brengen focus aan. Dankzij KPI\u2019s weet je wat de verbeterpunten zijn en waar je terrein kunt winnen. Dit geldt dus ook voor het verzamelen van <a href=\"https:\/\/mopinion.com\/nl\/customer-feedback\/\" target=\"_blank\" rel=\"noopener\">online customer feedback<\/a>. Wil je deze input analyseren en hier acties aanhangen, dan zul je de feedback goed moeten kunnen verzamelen en interpreteren. <strong>Wat zijn de belangrijkste customer feedback KPI&#8217;s?<\/strong><\/h4>\n<hr>\n<p><\/p>\n<p>Als de feedback data binnenkomt, kan het rommelig en onduidelijk zijn. Stel er komt een hele reeks open commentaren van bezoekers binnen via zowel de website, email als de mobiele app, hoe ga je dit dan structureren? Niet alleen is deze feedback moeilijk te categoriseren en te doorzoeken, het is ook geen doen om op deze manier de resultaten en verbeteringen te meten&#8230;<\/p>\n<h2>Welke KPI\u2019s zijn relevant bij customer feedback? <\/h2>\n<p><strong>Customer feedback gerelateerde KPI&#8217;s <\/strong> zorgen ervoor dat je online feedback <a href=\"https:\/\/mopinion.com\/quantitative-vs-qualitative-online-customer-feedback\/\" target=\"_blank\" rel=\"noopener\">kwantitatief kunt beoordelen<\/a>. Iedere KPI gaat over een ander, specifiek gebied of soort feedback. En zo kunnen digitale marketeers snel en eenvoudig inzicht krijgen in de feedback data.<\/p>\n<p>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/28114338\/Metrics.jpg\" alt=\"Mopinion: What is a Customer Feedback Metric?\t- Metrics\" width=\"650\" height=\"228\" class=\"aligncenter size-full wp-image-18843\" \/><br \/>\n<\/p>\n<p>Stel je wilt de klantloyaliteit meten. De Net Promoter Score (of NPS) is dan een <a href=\"https:\/\/mopinion.com\/nl\/customer-feedback-management\/\" target=\"_blank\" rel=\"noopener\">handige KPI<\/a>. Hierbij meet je hoe groot de kans is dat bezoekers je aanbevelen bij vrienden en familie. Oftewel, hoe loyaal zijn jouw klanten eigenlijk?<\/p>\n<h2>De voordelen van het gebruik van feedback scores<\/h2>\n<p>KPI\u2019s over customer feedback bieden veel voordelen, waaronder:<\/p>\n<ul>\n<li><strong>Hoog responspercentage:<\/strong> Klanten kunnen snel en eenvoudig feedback geven. Een of twee vragen verhogen de responspercentage van de feedbackformulieren.  <\/li>\n<li><strong>Kwantitatieve resultaten:<\/strong> In tegenstelling tot feedback in de vorm van open commentaren zijn kwantitatieve feedback scores direct zichtbaar in diagrammen en gepersonaliseerde dashboards, waardoor de analyse een fluitje van een cent is.<\/li>\n<li><strong>  Ontdek de trends:<\/strong> Door slechts een simpele analyse van de <a href=\"https:\/\/www.getzephyr.com\/insights\/use-metrics-identify-trends-and-improve-your-processes\" target=\"_blank\" rel=\"noopener\">scores zie je direct wat de ontwikkelingen zijn.<\/a> Misschien stijgt Customer Effort Score (CES) of zakt juist de Net Promoter Score (NPS). <\/li>\n<li><strong>Hou de voortgang bij:<\/strong> Mocht je iets wijzigen in de sales funnel, dan kun je direct zien wat de impact hiervan is.<a href=\"https:\/\/www.sisense.com\/blog\/the-importance-of-marketing-metrics-and-kpis\/\" target=\"_blank\" rel=\"noopener\"> De voortgang wordt continu gemeten,<\/a> dus mocht de verandering negatief uitpakken, dan kun je het snel weer aanpassen.<\/li>\n<\/ul>\n<h2>\n<a href=\"https:\/\/mopinion.com\/nl\/customer-feedback-management\/\" target=\"_blank\" rel=\"noopener\">Handige KPI\u2019s <\/a>voor customer feedback die je wilt proberen<\/h2>\n<p>Er zijn enorm veel verschillende <strong>customer feedback KPI&#8217;s,<\/strong> maar ze zijn lang niet allemaal relevant om de feedback te meten. <\/p>\n<p>\nWij lichten hieronder de 5 belangrijkste KPI\u2019s uit die handig zijn om de feedback te meten. Afhankelijk van welk doel je voor ogen hebt, bepaal je welke scores jij via de feedback tool wilt bijhouden.<\/p>\n<ul>\n<li><strong>Net Promoter Score (NPS)<\/strong><\/li>\n<li><strong>Customer Effort Score (CES)<\/strong><\/li>\n<li><strong>Customer Satisfaction (CSAT)<\/strong><\/li>\n<li><strong>Goal Completion Rate (GCR)<\/strong><\/li>\n<li><strong>Smileys \/ Ster-waarderingen<\/strong><\/li>\n<\/ul>\n<h3>Net Promoter Score (NPS)<\/h3>\n<p>Een van de bekendste KPI&#8217;s is de  <strong><a href=\"https:\/\/mopinion.com\/how-to-collect-nps-on-your-website\/\" target=\"_blank\" rel=\"noopener\">Net Promoter Score (or NPS)<\/a><\/strong>. NPS is een score waarmee klanten aangeven hoe waarschijnlijk ze jouw bedrijf aanbevelen bij anderen (familie, vrienden of collega\u2019s). Je meet de NPS op een schaal van 0-10, onderverdeeld in 3 groepen. 0-6 Detractors (ontevreden klanten), 7-8 Passieve klanten (tevreden maar niet enthousiast) en 9-10 Ambassadeurs. Zo herken je de loyaliteit van je klanten.<br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/07\/28111759\/NPS-scale.png\" alt=\"Mopinion: What is a Customer Feedback Metric?\t- NPS scale\" width=\"408\" height=\"106\" class=\"aligncenter size-full wp-image-24049\" \/><\/p>\n<h3>Customer Effort Score (CES)<\/h3>\n<p><strong><a href=\"https:\/\/mopinion.com\/online-feedback-form-templates-customer-effort-score-ces\/\" target=\"_blank\" rel=\"noopener\">Customer Effort Score (CES)<\/a><\/strong> is een customer feedback KPI waarmee je meet hoeveel moeite het de bezoeker heeft gekost om online zijn doel te bereiken. Hoge inspanning leidt vaak tot verminderde klantloyaliteit, dus deze KPI is zeker erg belangrijk. Ontdek hoe met de CX gesteld is, want bij een slechte CX is er een grote kans dat de bezoekers de website of app verlaten.<br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/28114251\/CES.png\" alt=\"Mopinion: What is a Customer Feedback Metric?\t- CES\" width=\"650\" height=\"150\" class=\"aligncenter size-full wp-image-19021\" \/><\/p>\n<h3>Customer Satisfaction (CSAT)<\/h3>\n<p>Voldoet jouw website of mobiele app aan de verwachting van de klant? Als het antwoord \u2018ja\u2019 is, dan zul je hier vast hoog op <strong>Customer Satisfaction (CSAT)<\/strong> scoren. Om dit te meten kun je een nummerschaal 1-10, aantal sterren of smileys of een duim omhoog of omlaag gebruiken.<br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/28114420\/CSAT-scale.png\" alt=\"Mopinion: What is a Customer Feedback Metric?\t- CSAT scale\" width=\"428\" height=\"96\" class=\"aligncenter size-full wp-image-18838\" \/><\/p>\n<h3>Goal Completion Rate (GCR)<\/h3>\n<p><strong><a href=\"https:\/\/mopinion.com\/collecting-goal-completion-rate-gcr-and-customer-effort-score-ces\/\" target=\"_blank\" rel=\"noopener\">Goal Completion Rate (GCR)<\/a><\/strong> meet het aantal bezoekers dat een specifiek doel op een website of mobiele app succesvol heeft voltooid. Je gebruikt deze score als je inzicht wilt krijgen in hoe de sales funnel verloopt en waar de knelpunten zitten.<\/p>\n<p>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/28114251\/GCR.png\" alt=\"Mopinion: What is a Customer Feedback Metric?\t- GCR\" width=\"650\" height=\"150\" class=\"aligncenter size-full wp-image-19022\" \/><\/p>\n<h3>Smileys \/ Ster-waarderingen<\/h3>\n<p>En we sluiten dit overzicht van KPI\u2019s af met de simpelste KPI die je met customer feedback kunt meten en dat zijn de <strong>Smileys \/ Ster-waarderingen<\/strong>. Deze twee gebruik je voor algemene pagina beoordelingen. Hoe ervaart de bezoeker de pagina of mobiele app? Ook wordt de \u2018duim omhoog of omlaag\u2019 steeds vaker gebruikt of kun je een kleur of getal aan de score toekennen.<br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/28114338\/Smileys1.png\" alt=\"Mopinion: What is a Customer Feedback Metric?\t- Smileys\" width=\"650\" height=\"150\" class=\"aligncenter size-full wp-image-18840\" \/><br \/>\n<\/p>\n<p>Wil je meer informatie over hoe en waar je deze feedback het beste kunt verzamelen, <a href=\"https:\/\/mopinion.com\/the-best-feedback-form-templates-for-your-website\/\" target=\"_blank\" rel=\"noopener\">klik hier<\/a>. <\/p>\n<h3>Maak van de scores van customer feedback concrete resultaten<\/h3>\n<p>Alle genoemde KPI\u2019s hebben \u00e9\u00e9n ding gemeen, je kunt er concrete acties aan koppelen. Al deze scores geven de prestaties van de website en mobiele app weer en zo krijg je inzichtelijk wat er verbeterd kan worden en waar je staat. Is de klantbeleving optimaal? Zijn er bugs?<br \/>\nHou wel rekening met externe factoren, als timing en relevantie voor de bezoekers. Deze hebben zeker invloed op de scores.<\/p>\n<section class=\"clientapp blog-cta blog-cta-between blog-cta-border\"> \n\t\t\t\t\t<div class=\"row cta-header-row\">\n\t\t\t\t\t\t<div class=\"col-sm-10 col-sm-offset-1\">\n\t\t\t\t\t\t\t<h3 class=\"text-center\">Klaar om Mopinion in actie te zien?<\/h3>\n\t\t\t\t\t\t\t<p class=\"text-center\">Wil je meer weten over hoe je feedback verzamelt en analyseert met onze feedback tool? Probeer het 14 dagen gratis! Op zoek naar wat meer persoonlijke begeleiding? Plan dan een online demo in met \u00e9\u00e9n van onze feedback specialisten.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t<div class=\"blog-cta-btn-wrap cta-light text-center\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/mopinion.com\/nl\/demo\/?track=blog-post\" id=\"blog-embedded-cta-demo\" class=\"btn btn-request blog-cta-btn blog-btn-sub btn-primary btn-10\">DEMO INPLANNEN<\/a>\n\t\t\t\t\t\t\t<a href=\"https:\/\/app.mopinion.com\/account\/sign-up?track=blog-post\" id=\"blog-embedded-cta-trial\" class=\"btn btn-request  btn-outline-primary  blog-cta-btn\">Probeer het nu<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n","protected":false},"excerpt":{"rendered":"<p>KPI\u2019s komen tegenwoordig in iedere laag van de organisatie voor. Of het nu gaat om de financi\u00ebn, concurrentie, klantbehoeften, verwachtingen, prestaties van medewerkers of marketing, meten is weten. KPI\u2019s weerspiegelen de stand van zaken en ondersteunen strategie\u00ebn en brengen focus aan. Dankzij KPI\u2019s weet je wat de verbeterpunten zijn en waar je terrein kunt winnen. [&hellip;]<\/p>\n","protected":false},"author":40,"featured_media":25245,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1891],"tags":[2145],"class_list":["post-26901","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-inzichten","tag-insights-nl"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Deze KPI&#039;s gebruik je om customer feedback te meten - Mopinion<\/title>\n<meta name=\"description\" content=\"Als je online feedback verzamelt, wil je deze natuurlijk wel inzichtelijk krijgen. 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When she's not writing for Mopinion she\u2019s either out enjoying the outdoors with her family, running long distances or smiling in front of a camera.","sameAs":["m0p1n10n"],"url":"https:\/\/mopinion.com\/nl\/author\/mi-choe-emanuelson\/"}]}},"rttpg_featured_image_url":{"full":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/27153755\/Customer-feedback-metrics-Cover.png",1800,650,false],"landscape":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/27153755\/Customer-feedback-metrics-Cover.png",1800,650,false],"portraits":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/27153755\/Customer-feedback-metrics-Cover.png",1800,650,false],"thumbnail":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/27153755\/Customer-feedback-metrics-Cover-150x150.png",150,150,true],"medium":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/27153755\/Customer-feedback-metrics-Cover-300x108.png",300,108,true],"large":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/27153755\/Customer-feedback-metrics-Cover-1024x370.png",1024,370,true],"1536x1536":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/27153755\/Customer-feedback-metrics-Cover-1536x555.png",1536,555,true],"2048x2048":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/01\/27153755\/Customer-feedback-metrics-Cover.png",1800,650,false]},"rttpg_author":{"display_name":"Mi-choe Emanuelson","author_link":"https:\/\/mopinion.com\/nl\/author\/mi-choe-emanuelson\/"},"rttpg_comment":0,"rttpg_category":"<a href=\"https:\/\/mopinion.com\/nl\/category\/inzichten\/\" rel=\"category tag\">Inzichten<\/a>","rttpg_excerpt":"KPI\u2019s komen tegenwoordig in iedere laag van de organisatie voor. Of het nu gaat om de financi\u00ebn, concurrentie, klantbehoeften, verwachtingen, prestaties van medewerkers of marketing, meten is weten. KPI\u2019s weerspiegelen de stand van zaken en ondersteunen strategie\u00ebn en brengen focus aan. 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