{"id":55804,"date":"2026-04-13T06:02:15","date_gmt":"2026-04-12T22:02:15","guid":{"rendered":"https:\/\/www.zdsztech.com\/blog\/designing-effective-customer-satisfaction-survey-questions\/"},"modified":"2026-04-13T06:02:15","modified_gmt":"2026-04-12T22:02:15","slug":"designing-effective-customer-satisfaction-survey-questions","status":"publish","type":"post","link":"https:\/\/www.zdsztech.com\/blog\/designing-effective-customer-satisfaction-survey-questions\/","title":{"rendered":"\u5982\u4f55\u8bbe\u8ba1\u9ad8\u6548\u7684\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u8c03\u7814\u95ee\u5377\uff1f"},"content":{"rendered":"<p>\u884c\u4e1a\u73b0\u72b6\u8868\u660e\uff0c\u8d85\u8fc790%\u7684\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u8c03\u7814\u95ee\u5377\u5728\u53d1\u51fa\u540e\u5982\u540c\u77f3\u6c89\u5927\u6d77\u3002\u8fd9\u5e76\u975e\u56e0\u4e3a\u5ba2\u6237\u51b7\u6f20\uff0c\u800c\u662f\u5197\u957f\u3001\u53cd\u4eba\u7c7b\u7684\u95ee\u5377\u8bbe\u8ba1\u5728\u8fc7\u5ea6\u6d88\u8017\u5ba2\u6237\u7684\u8010\u5fc3\u3002<\/p>\n<p>\u4f5c\u4e3a\u957f\u671f\u89c2\u5bdf\u4f01\u4e1a\u670d\u52a1\u6570\u636e\u7684\u5206\u6790\u5e08\uff0c\u6211\u4eec\u5728\u5b9e\u8df5\u4e2d\u5f97\u51fa\u4e00\u4e2a\u660e\u786e\u7684\u7ed3\u8bba\uff1a\u9ad8\u6548\u95ee\u5377 = \u4f4e\u586b\u7b54\u963b\u529b + \u9ad8\u6570\u636e\u4ef7\u503c\u3002<\/p>\n<p>\u57fa\u4e8e\u5bf95000\u591a\u5bb6\u4f01\u4e1a\u670d\u52a1\u6570\u636e\u7684\u6df1\u5ea6\u5256\u6790\uff0c\u4e00\u4efd\u771f\u6b63\u5177\u5907\u9ad8\u56de\u6536\u7387\u4e0e\u9ad8\u6307\u5bfc\u610f\u4e49\u7684\u95ee\u5377\uff0c\u5fc5\u7136\u5177\u5907\u4ee5\u4e0b\u4e09\u4e2a\u6838\u5fc3\u7279\u5f81\uff1a<\/p>\n<ul>\n<li><strong>\u76ee\u6807\u805a\u7126<\/strong>\uff1a\u780d\u6389\u4e00\u5207\u8fb9\u7f18\u95ee\u9898\uff0c\u76f4\u51fb\u6838\u5fc3\u4e1a\u52a1\u6307\u6807\u3002<\/li>\n<li><strong>\u89e6\u70b9\u7cbe\u51c6<\/strong>\uff1a\u5728\u5ba2\u6237\u611f\u77e5\u6700\u5f3a\u70c8\u7684\u77ac\u95f4\u89e6\u53d1\uff0c\u800c\u975e\u4e8b\u540e\u8ffd\u95ee\u3002<\/li>\n<li><strong>\u6781\u7b80\u4f53\u9a8c<\/strong>\uff1a\u9002\u914d\u79fb\u52a8\u7aef\u9605\u8bfb\u4e60\u60ef\uff0c\u5c06\u586b\u7b54\u6210\u672c\u964d\u81f3\u6700\u4f4e\u3002<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"%E4%B8%BA%E4%BB%80%E4%B9%88%E4%BD%A0%E7%9A%84%E6%BB%A1%E6%84%8F%E5%BA%A6%E8%B0%83%E6%9F%A5%E9%97%AE%E5%8D%B7%E6%B2%A1%E4%BA%BA%E5%A1%AB%EF%BC%9F%E9%AB%98%E6%95%88%E8%AE%BE%E8%AE%A1%E7%9A%84%E5%BA%95%E5%B1%82%E9%80%BB%E8%BE%91\"><\/span>\u4e3a\u4ec0\u4e48\u4f60\u7684\u6ee1\u610f\u5ea6\u8c03\u67e5\u95ee\u5377\u6ca1\u4eba\u586b\uff1f\u9ad8\u6548\u8bbe\u8ba1\u7684\u5e95\u5c42\u903b\u8f91<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u5f53\u524d\u4f01\u4e1a\u5728\u8bbe\u8ba1\u95ee\u5377\u65f6\u6700\u5e38\u89c1\u7684\u8bef\u533a\uff0c\u5c31\u662f\u8d2a\u591a\u6c42\u5168\u3002\u4e1a\u52a1\u90e8\u95e8\u5f80\u5f80\u5c06\u95ee\u5377\u89c6\u4e3a\u514d\u8d39\u7684\u6570\u636e\u91c7\u96c6\u5668\uff0c\u60f3\u8981\u4ec0\u4e48\u6570\u636e\u5c31\u585e\u5165\u4ec0\u4e48\u9898\u76ee\uff0c\u5bfc\u81f4\u95ee\u5377\u52a8\u8f84\u5341\u51e0\u9875\u3002\u8fd9\u79cd\u5185\u90e8\u89c6\u89d2\u7684\u5806\u780c\uff0c\u76f4\u63a5\u5bfc\u81f4\u4e86\u586b\u7b54\u7387\u7684\u65ad\u5d16\u5f0f\u4e0b\u8dcc\u3002<\/p>\n<p>\u4f01\u4e1a\u5fc5\u987b\u5efa\u7acb\u4e00\u79cd\u514b\u5236\u7684\u8bbe\u8ba1\u54f2\u5b66\uff1a\u575a\u51b3\u780d\u6389\u4e1a\u52a1\u90e8\u95e8\u4e0d\u770b\u7684\u6570\u636e\u6307\u6807\u5bf9\u5e94\u7684\u9898\u76ee\u3002\u95ee\u5377\u4e0a\u7684\u6bcf\u4e00\u4e2a\u95ee\u9898\uff0c\u90fd\u5fc5\u987b\u6709\u660e\u786e\u7684\u4e1a\u52a1\u4f18\u5316\u6307\u5411\u3002\u5982\u679c\u4e00\u4e2a\u95ee\u9898\u5f97\u5230\u7b54\u6848\u540e\uff0c\u4f01\u4e1a\u6ca1\u6709\u76f8\u5e94\u7684\u6539\u8fdb\u9884\u6848\uff0c\u90a3\u4e48\u8fd9\u4e2a\u95ee\u9898\u5c31\u4e0d\u8be5\u51fa\u73b0\u3002<\/p>\n<p><strong>\u6838\u5fc3Tips\uff1a\u597d\u95ee\u5377\u7edd\u4e0d\u662f\u8d8a\u957f\u8d8a\u597d\uff0c\u800c\u662f\u76ee\u6807\u8d8a\u805a\u7126\u8d8a\u597d\u3002<\/strong><\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E5%AE%A2%E6%88%B7%E8%B0%83%E7%A0%94%E9%97%AE%E9%A2%98%E8%AE%BE%E8%AE%A1%EF%BC%9A%E4%B8%89%E5%A4%A7%E6%A0%B8%E5%BF%83%E6%8C%87%E6%A0%87%E4%B8%8E%E9%A2%98%E5%9E%8B%E6%90%AD%E9%85%8D\"><\/span>\u5ba2\u6237\u8c03\u7814\u95ee\u9898\u8bbe\u8ba1\uff1a\u4e09\u5927\u6838\u5fc3\u6307\u6807\u4e0e\u9898\u578b\u642d\u914d<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"1_%E5%AE%A2%E6%88%B7%E6%BB%A1%E6%84%8F%E5%BA%A6%E6%8C%87%E6%95%B0_CSAT%EF%BC%9A%E8%AF%84%E4%BC%B0%E5%8D%95%E6%AC%A1%E4%BA%A4%E4%BA%92%E8%B4%A8%E9%87%8F\"><\/span>1. \u5ba2\u6237\u6ee1\u610f\u5ea6\u6307\u6570 CSAT\uff1a\u8bc4\u4f30\u5355\u6b21\u4ea4\u4e92\u8d28\u91cf<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u5ba2\u6237\u6ee1\u610f\u5ea6\u6307\u6570 CSAT \u662f\u8861\u91cf\u5ba2\u6237\u5bf9\u7279\u5b9a\u4ea7\u54c1\u529f\u80fd\u6216\u670d\u52a1\u89e6\u70b9\u5373\u65f6\u8d28\u91cf\u7684\u6700\u76f4\u89c2\u6307\u6807\u3002\u5b83\u80fd\u591f\u5e2e\u52a9\u4f01\u4e1a\u8fc5\u901f\u5224\u65ad\u67d0\u4e00\u6b21\u5177\u4f53\u7684\u4ea4\u4e92\u662f\u5426\u8fbe\u5230\u4e86\u5ba2\u6237\u7684\u9884\u671f\u3002<\/p>\n<p>\u5728\u9898\u578b\u8bbe\u8ba1\u4e0a\uff0c\u901a\u5e38\u91c7\u75281\u81f35\u5206\u7684\u91cf\u8868\u9898\u8fdb\u884c\u63d0\u95ee\u3002\u4f8b\u5982\u201c\u60a8\u5bf9\u672c\u6b21\u552e\u540e\u670d\u52a1\u7684\u6ee1\u610f\u5ea6\u5982\u4f55\uff1f\u201d\u3002<\/p>\n<p>\u6807\u51c6\u7684\u64cd\u4f5c\u6307\u5357\u5e94\u5f53\u9075\u5faa\u201c\u4e3b\u95ee\u9898\u52a0\u8ffd\u95ee\u201d\u7684\u7ed3\u6784\u3002\u5728\u83b7\u53d6\u8bc4\u5206\u540e\uff0c\u7d27\u8ddf\u4e00\u4e2a\u8ffd\u95ee\u539f\u56e0\u7684\u9898\u76ee\uff0c\u5982\u201c\u8bf7\u95ee\u662f\u4ec0\u4e48\u539f\u56e0\u8ba9\u60a8\u7ed9\u51fa\u8fd9\u4e2a\u8bc4\u5206\uff1f\u201d\uff0c\u4ece\u800c\u7cbe\u51c6\u9501\u5b9a\u670d\u52a1\u8fc7\u7a0b\u4e2d\u7684\u5177\u4f53\u4f18\u52a3\u52bf\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_%E5%87%80%E6%8E%A8%E8%8D%90%E5%80%BC_NPS_%E9%97%AE%E5%8D%B7%E5%88%B6%E4%BD%9C%EF%BC%9A%E8%A1%A1%E9%87%8F%E9%95%BF%E6%9C%9F%E5%BF%A0%E8%AF%9A%E5%BA%A6\"><\/span>2. \u51c0\u63a8\u8350\u503c NPS \u95ee\u5377\u5236\u4f5c\uff1a\u8861\u91cf\u957f\u671f\u5fe0\u8bda\u5ea6<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u51c0\u63a8\u8350\u503c NPS \u662f\u8861\u91cf\u5ba2\u6237\u957f\u671f\u5fe0\u8bda\u5ea6\u4ee5\u53ca\u9884\u6d4b\u5ba2\u6237\u751f\u547d\u5468\u671f\u4ef7\u503c\u7684\u5173\u952e\u98ce\u5411\u6807\u3002\u5b83\u4e0d\u5173\u6ce8\u5355\u6b21\u4f53\u9a8c\uff0c\u800c\u662f\u8bc4\u4f30\u5ba2\u6237\u6574\u4f53\u7684\u54c1\u724c\u8ba4\u540c\u611f\u3002<\/p>\n<p>\u5728 NPS \u95ee\u5377\u5236\u4f5c\u4e2d\uff0c\u6807\u51c6\u7684\u63d0\u95ee\u65b9\u5f0f\u662f\u7ed9\u51fa0\u81f310\u5206\u7684\u63a8\u8350\u610f\u613f\u8bc4\u5206\u9898\uff1a\u201c\u60a8\u6709\u591a\u5927\u53ef\u80fd\u5c06\u6211\u4eec\u7684\u4ea7\u54c1\u63a8\u8350\u7ed9\u60a8\u7684\u670b\u53cb\u6216\u540c\u4e8b\uff1f\u201d\u3002\u5728\u83b7\u53d6\u5206\u6570\u5212\u5206\u51fa\u63a8\u8350\u8005\u4e0e\u8d2c\u635f\u8005\u4e4b\u540e\uff0c\u5fc5\u987b\u914d\u5408\u4e00\u4e2a\u5f00\u653e\u5f0f\u95ee\u9898\u6536\u96c6\u5b9a\u6027\u53cd\u9988\uff0c\u63a2\u7a76\u5206\u6570\u80cc\u540e\u7684\u6df1\u5c42\u52a8\u56e0\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_%E5%AE%A2%E6%88%B7%E8%B4%B9%E5%8A%9B%E5%BA%A6_CES%EF%BC%9A%E5%AE%9A%E4%BD%8D%E6%B5%81%E7%A8%8B%E7%97%9B%E7%82%B9\"><\/span>3. \u5ba2\u6237\u8d39\u529b\u5ea6 CES\uff1a\u5b9a\u4f4d\u6d41\u7a0b\u75db\u70b9<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u5ba2\u6237\u8d39\u529b\u5ea6 CES 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[\u83b7\u53d6\u652f\u9053\u4e13\u5c5e\u884c\u4e1a\u95ee\u5377\u6a21\u677f\u5e93\uff0c\u4e00\u952e\u590d\u7528\u6807\u51c6\u6307\u6807\u9898\u5e93]\uff0c\u964d\u4f4e\u4ece\u96f6\u6478\u7d22\u7684\u8bd5\u9519\u6210\u672c\u3002<\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E5%AE%A2%E6%88%B7%E6%BB%A1%E6%84%8F%E5%BA%A6%E9%97%AE%E5%8D%B7%E8%AE%BE%E8%AE%A1%E7%9A%84%E8%BF%9B%E9%98%B6%E6%8A%80%E5%B7%A7%EF%BC%9A%E9%80%BB%E8%BE%91%E8%B7%B3%E8%BD%AC%E4%B8%8E%E7%A7%BB%E5%8A%A8%E7%AB%AF%E9%80%82%E9%85%8D\"><\/span>\u5ba2\u6237\u6ee1\u610f\u5ea6\u95ee\u5377\u8bbe\u8ba1\u7684\u8fdb\u9636\u6280\u5de7\uff1a\u903b\u8f91\u8df3\u8f6c\u4e0e\u79fb\u52a8\u7aef\u9002\u914d<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"1_%E8%BF%90%E7%94%A8%E2%80%9C%E9%80%BB%E8%BE%91%E8%B7%B3%E8%BD%AC%E2%80%9D%E5%AE%9E%E7%8E%B0%E5%8D%83%E4%BA%BA%E5%8D%83%E9%9D%A2\"><\/span>1. \u8fd0\u7528\u201c\u903b\u8f91\u8df3\u8f6c\u201d\u5b9e\u73b0\u5343\u4eba\u5343\u9762<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u6d88\u9664\u65e0\u5173\u95ee\u9898\u7684\u5e72\u6270\uff0c\u662f\u964d\u4f4e\u586b\u7b54\u963b\u529b\u7684\u5173\u952e\u3002\u901a\u8fc7\u8bbe\u8ba1\u7b56\u7565\u4e0a\u7684\u903b\u8f91\u8df3\u8f6c\uff0c\u53ef\u4ee5\u6839\u636e\u5ba2\u6237\u4e0a\u4e00\u9898\u7684\u9009\u9879\u52a8\u6001\u5c55\u793a\u540e\u7eed\u95ee\u9898\u3002\u4f8b\u5982\uff0c\u5f53\u5ba2\u6237\u6253\u51fa\u4f4e\u5206\u65f6\uff0c\u81ea\u52a8\u8df3\u8f6c\u81f3\u201c\u6295\u8bc9\u5efa\u8bae\u201d\u7c7b\u7684\u8ffd\u95ee\uff1b\u6253\u51fa\u9ad8\u5206\u65f6\uff0c\u5219\u5f15\u5bfc\u5176\u586b\u5199\u201c\u8868\u626c\u5177\u4f53\u5458\u5de5\u201d\u6216\u201c\u53c2\u4e0e\u8f6c\u4ecb\u7ecd\u201d\u7684\u9875\u9762\u3002<\/p>\n<p>\u4ece\u652f\u9053\u7684\u884c\u4e1a\u89c2\u5bdf\u6765\u770b\uff0c\u4f18\u79c0\u7684\u4f01\u4e1a\u65e9\u5df2\u6452\u5f03\u4e86\u4eba\u5de5\u7f16\u6392\u590d\u6742\u903b\u8f91\u7684\u4f20\u7edf\u505a\u6cd5\u3002\u4f9d\u6258\u6570\u5b57\u5316\u7cfb\u7edf\u81ea\u52a8\u5b9e\u73b0\u590d\u6742\u7684\u903b\u8f91\u8df3\u8f6c\uff0c\u4e0d\u4ec5\u80fd\u5927\u5e45\u964d\u4f4e\u95ee\u5377\u8bbe\u8ba1\u7684\u4eba\u5de5\u6210\u672c\uff0c\u66f4\u80fd\u4e3a\u5ba2\u6237\u63d0\u4f9b\u5343\u4eba\u5343\u9762\u7684\u4e2a\u6027\u5316\u586b\u7b54\u4f53\u9a8c\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_%E7%A7%BB%E5%8A%A8%E7%AB%AF%E5%A1%AB%E7%AD%94%E4%BD%93%E9%AA%8C%E7%9A%84%E7%94%9F%E6%AD%BB%E7%BA%BF\"><\/span>2. \u79fb\u52a8\u7aef\u586b\u7b54\u4f53\u9a8c\u7684\u751f\u6b7b\u7ebf<span 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