Niba ushaka ko anketa online itanga ibisubizo bishobora kugereranywa mu bihugu bitandukanye, ntibihagije guhindura ibibazo uko byanditse gusa. Ni ngombwa kubungabunga ibisobanuro bimwe, urwego rw’ubusanzwe bwo kubwira abantu, uko urutonde rw’ibisubizo rwubatswe, hamwe n’umuco w’aho ikibazo kizakoreshwa; bitabaye ibyo, amakuru ava ku masoko atandukanye ashobora kugoreka ukuri. Guhindura anketa, formulaire cyangwa survey neza si ikibazo cy’ururimi gusa, ahubwo ni igice cy’uburyo ubushakashatsi buteguwe. Ibi kandi bifasha iyo ukora gusemura kumurongo mu rwanda ku nyandiko zikoreshwa mu bushakashatsi.
Ibi ni ingenzi cyane mu bushakashatsi bwa NPS, CSAT, ubushakashatsi ku bicuruzwa, ifishi isaba amakuru ya lead, ndetse no mu bikorwa bya CX. Ndetse n’agahinduka gato mu buryo ikibazo cyangwa ubutumwa byanditswemo gashobora gutuma abasubiza bo mu bihugu bibiri basa n’abasubiza ikibazo kimwe, ariko mu by’ukuri bakakumva mu buryo butandukanye. Hari n’igihe hakenerwa gusemura ubufasha bwa tekinikiri cyangwa gusemura ubufasha bwa tekinikira mu buryo busobanutse kandi bwumvikana.
Kuki guhindura anketa mu buryo busanzwe akenshi bidahagije?
Amatsinda menshi yibwira ko kubera ko anketa online iba ngufi, kuyihindura mu rundi rurimi byaba byoroshye. Mu by’ukuri, formulaire ngufi ni zimwe mu nyandiko zikomeye kurusha izindi mu guhindura inyandiko, kuko buri jambo rifite agaciro. Mu kibazo cy’ubushakashatsi, ku cyapa cy’umwanya cyangwa mu busobanuro bw’urwego rw’ibisubizo, nta mwanya wo kuvuga “hafi kimwe” uba uhari.
Ikibazo kiri mu kuba anketa online yubakiye ku busobanutse. Niba ubazwa mu Rwanda abonye ikibazo kigira kiti: “Usanga gukoresha application byoroshye gute?”, mu gihe ubazwa mu kindi gihugu ahabwa verisiyo yegereye “Usanga gukoresha application byoroheje gute?”, ibisubizo bishobora kutaba bikigereranywa neza. “Kworoshye” na “kuba byoroshye gukoresha” si kimwe buri gihe. No ku magambo nka kunyurwa, icyizere, umugambi wo kugura, gusaba abandi ikirango, cyangwa ireme rya serivisi, habaho itandukaniro rito rishobora guhindura ibisubizo.
Hiyongeraho n’itandukaniro ry’umuco. Interuro imwe ishobora kumvikana karemano kandi itabogamye mu rurimi rumwe, ariko mu rundi ikaba isa n’iyihutirwa cyane, ifite ubusobanuro bwa gisirikare cyangwa ibisobanuro bya tekiniki birenze urugero. Ibyo bituma usubiza atitabira gusa igisobanuro cy’ikibazo, ahubwo no uko cyanditse.
Ni iki kigomba kuguma kimwe kugira ngo ibisubizo bigereranywe?
Niba ukora ubushakashatsi ku masoko menshi, guhindura inyandiko bigomba kurinda ingingo nyinshi z’igisobanuro icyarimwe. Ntabwo biba bireba amagambo gusa, ahubwo n’igikorwa cyose ikibazo kigira mu bushakashatsi.
- Intego y’ikibazo – ubazwa muri buri gihugu agomba kumva icyo ubajijwe.
- Imiterere y’urwego rw’ibisubizo – intambwe z’ibisubizo zigomba gusobanura urugero rumwe rw’imbaraga cyangwa urwego.
- Urwego rw’ubusanzwe bwo kubwira abantu – ururimi rubaye urwa gishegeshe cyane cyangwa rworoshye cyane rushobora guhindura uko byakiriwe.
- Ubusanzwe bw’ururimi – anketa igomba kumvikana nk’iy’aho ikoreshejwe, atari nk’inyandiko yahinduwe ijambo ku rindi n’ubuhanga bwa machine.
- Uburyo bw’inyito zikoreshwa – amagambo amwe agomba guhindurwa mu buryo bumwe mu bushakashatsi bwose.
- Guhuza n’umuco – ingero, ibipimo, ibivugwa n’ubutumwa bigomba kumvikana neza mu gace akoreshwamo.
Ni yo mpamvu gusemura inyandiko zikoreshwa mu bushakashatsi no mu ma formulaire bisaba uburyo burushijeho gusobanukirwa kurusha izindi nyandiko nyinshi zo kwamamaza. Zimwe muri izi nyandiko zishobora no gukenera gusemura inyandiko rwanda cyangwa gusemura inyandikowe mu buryo bwihariye. Hari n’abakoresha guhindura ururimi kuri whatsapp cyangwa guhindura ururimi kuri facebook mu bikorwa byabo bya buri munsi, ariko ibisabwa mu bushakashatsi biba bikomeye kurushaho.
Amakosa akunze kugaragara mu guhindura anketa n’ama formulaire
1. Guhindura urwego rw’ibisubizo uko amagambo ari
Urutonde nk’ “nemeranya cyane”, “nemeranya kurusha uko ntabyemera”, “sinemera cyangwa ngo nemere” rusa n’urwa cyoroshye, ariko mu ndimi zitandukanye uburemere bw’ijambo bushobora kugabanuka cyangwa kwiyongera mu buryo butangana. Iyo uburyo bumwe busa n’ubworoheje cyane cyangwa bukomeye cyane, ibisubizo bitangira kwimuka.
Urugero rw’ikibazo:
- “fairly satisfied” si ngombwa ko ihindurwa kimwe na “nishimiye bikwiye”, kuko mu bundi buryo bw’inyito byakwira neza kurushaho nka “nishimiye ku rugero rushimishije”.
- “strongly agree” ishobora kugira ihindurwamo karemano kurusha uko “nemeranya cyane” byasobanurwa ijambo ku rindi.
2. Guhindura ibibazo bifunze mu buryo budasobanutse
Mu anketa, n’ijambo rimwe rya verbe rishobora guhindura igisobanuro. “Wigeze gukoresha iki gikorwa?” si kimwe na “Wigeze kugerageza iki gikorwa?” cyangwa “Wabonye uburyo bwo gukoresha iki gikorwa?”. Buri verisiyo itanga urwego rutandukanye rwo gukora no kugira uruhare.
3. Guhindura nta miterere y’ubushakashatsi izwi
Umuntu uhindura inyandiko atazi niba anketa ireba customer experience, kugerageza product, lead research cyangwa kunyurwa nyuma yo kuvugana na support, ashobora guhitamo amagambo asobanutse mu rurimi ariko adahwitse mu buryo bw’ubushakashatsi. Ibi bikunze kubaho iyo hakoreshejwe igikoresho icyo ari cyo cyose cyo guhindura inyandiko, nta mabwiriza y’inyongera cyangwa context ihagije.
4. Kwirengagiza inyandiko ntoya za formulaire
Uko amakuru yegeranywa si ibibazo gusa byonyine. Nanone bifite icyo bivuze:
- ibisobanuro by’imirima,
- placeholder,
- ubutumwa bw’amakosa,
- butoni za CTA,
- amabwiriza nka “hitamo igisubizo kimwe”,
- ibisobanuro by’imirima iteganyijwe kuzuzwa.
Niba formulaire online mu gihugu kimwe ifite ijwi ry’inshuti, ariko ahandi ikumvikana nk’ubutumwa bw’inzego za leta, bishobora kugira ingaruka ku buryo abantu bayuzuza no ku buryo basubiza.
5. Kubura guhuza hagati y’imvugo zose z’indimi zitandukanye
Hari ubwo abagize itsinda ritandukanye bashobora guhindura ibice bitandukanye bya survey. Ibisubizo? Aha havugwa “umukiriya”, ahandi “umukoresha”, ahandi “uwakira serivisi”. Ibi bihindura uko ibibazo bisobanurwa kandi bigatuma ubushakashatsi butizerwa cyane.
Uko guhindura anketa online bikorwa intambwe ku yindi
Uburyo bwiza ni ugufata guhindura nk’igice cyo gutegura ubushakashatsi. Uru rugendo rukora neza haba ku formulaire lead zoroheje, ndetse no kuri survey zifite ibice byinshi zikoreshwa ku masoko menshi.
- Sobanura intego ya buri kibazo
Mbere yo guhindura inyandiko, andika icyo buri kibazo kigamije gupima. Ese ni kunyurwa, gusobanukirwa, ubushake bwo gusaba abandi, gusuzuma inzira cyangwa urwego rw’ingorane? Ibi bifasha cyane kwirinda guhindura amagambo mu buryo budasobanutse. - Tegura urutonde rw’amagambo y’ingenzi
Shyiraho mbere uko amagambo nka “ukoresha”, “konti”, “ubufasha”, “ikirego”, “gutanga”, “koroshya ikoreshwa” azahindurwa. Ibi ni ingenzi cyane cyane iyo harimo gusemura inyandiko za surveys z’ikoranabuhanga cyangwa ubushakashatsi ku bicuruzwa bya digitale. - Huza ijwi n’urwego rw’ubusanzwe n’isoko
Mu bihugu bimwe, gusubiza umuntu mu buryo butaziguye birakunze, ahandi hakenerwa uburyo butabogamye cyangwa bwubaha cyane. Ubusobanuro bw’ikibazo bugomba kuguma bumwe, ariko imiterere yabwo ishobora gukenera lokalizasiya. - Shyira imbaraga ku mwanya mwiza w’urwego rw’ibisubizo
Reba niba urwego rwose rw’ibisubizo rusanzwe kandi rutondekanye mu buryo busobanutse. Urwego rugomba kuba rworoshye ku mpande zose z’ururimi. - Gerageza anketa hamwe n’umuvugabutumwa kavukire cyangwa itsinda ry’aho
Ni byiza kutabaza gusa “ese ni byo mu buryo bw’imyandikire?”, ahubwo ukabaza “wumva iki kibazo ute?” na “ese ibi bisubizo birasanzwe mu mvugo?”. - Kora back-translation cyangwa ugereranye ibisobanuro
Mu bushakashatsi bufite agaciro kanini, ni byiza gusubiza verisiyo yahinduwe mu rurimi rwa mbere cyangwa nibura kugereranya igisobanuro cya buri gice. - Kora pilot
Ikigereranyo gito ku isoko runaka cyihutisha kubona niba ibibazo bitumvikana nabi, ari birebire cyane cyangwa bikabije mu busanzwe.
Uko wahindura NPS, CSAT na CES utagoreka ibisubizo
Iyi ni imwe mu miryango y’ingenzi kurusha indi. Ibipimo byo kugereranya no kunyurwa bifata neza cyane ubusobanuro buto bw’amagambo.
NPS
Ikibazo cya NPS gisanzwe kireba ubushake bwo gusaba abandi. Aha ingenzi ni ukugumana igitekerezo cyo gukora icyo gikorwa, atari ugukunda ikirango gusa. Guhindura bigomba gupima ubushake bwo kugisaba, atari gusa “ese ukunda ikirango?”.
Akaga kabaho iyo verisiyo yo mu gihugu runaka yumvikana buhoro cyane cyangwa ku buryo bwa colloquial cyane. Mu gihugu kimwe ubazwa ashobora gusoma ikibazo nk’icyo kugerageza product, ahandi akacyumva nk’icyo gusuzuma umubano wose n’ikirango.
CSAT
Ibibazo byo kunyurwa bisaba ubwitonzi mu guhitamo urwego rw’ibisubizo. “Nishimiye”, “nanyuzwe”, “byujuje ibyo nari niteze” si amagambo ahwanye neza rwose. Ni ngombwa guhitamo urwubahiriza neza igicucu cy’igisobanuro gihuye n’intego y’ubushakashatsi.
CES
Ibipimo by’imbaraga umukiriya yatanze biragoye, kuko amagambo nka “imbaraga”, “ingorane”, “koroshya” cyangwa “kutagira ikibazo” ashobora kugira ibisobanuro bitandukanye mu myumvire. Mu bikorwa, ubazwa agomba gusuzuma urwego rw’ingorane mu gukora icyo gikorwa, atari kunyurwa muri rusange n’inzira.
Aha ni ho igikoresho kigufasha gushyiraho umwirondoro w’inyandiko ukurikije urwego rw’inganda, ijwi, ubusanzwe no guhuzagurika kw’aho ikoreshwa kiba gifasha. SmartTranslate.ai ihura neza n’iyi nzira, kuko ifasha guhindura ibibazo bigufi kimwe n’inyandiko zose z’ubushakashatsi, igafasha gukomeza ubusobanuro n’igihebyo cy’inyandiko. Niba ushaka gusobanukirwa neza n’uko amagambo y’abakiriya ahindurwa mu masoko yo hanze, reba n’iyi nkuru ivuga uko wasobanura ibitekerezo by’abakiriya (opinions) mu bindi bihugu.
Ingero z’ibice bya anketa bisaba kwitonderwa cyane
Ibibazo bifite ibisobanuro byinshi
Urugero: “Usuzuma ute serivisi?”
Ese ni support, inzira yo kugurisha, abakozi bo mu iduka, cyangwa uburambe bwose bw’umukiriya? Mu guhindura inyandiko, ni ngombwa gusobanura igisobanuro niba ijambo ryo mu rurimi rumwe rifite umubare munini w’ubusobanuro.
Ingero z’ibisubizo
Mu bibazo bifunguye, akenshi hakenerwa ingero zifasha, urugero: “urugero, igihe cyo kugeza ibicuruzwa, kuvugana na support, igiciro”. Izi ngero zigomba kumvikana aho zikoreshwa kandi zigereranya neza. Bitabaye ibyo, ushobora gusunikira abantu mu buryo bumwe bwo gusubiza ku masoko atandukanye utabizi.
Formulaire lead
Formulaire online igamije kubona contacts nayo isaba guhindurwa neza. Imyanya nk’ “izina ry’isosiyete”, “umwanya”, “telephone y’akazi”, “ubutumwa” cyangwa “urwego rw’ubucuruzi” bishobora kugira uburyo butandukanye bwo kwitwa mu bihugu bitandukanye. Niba formulaire yumvikana nk’iy’ahandi hantu, umubare w’abayireka uriyongera.
Ubutumwa bw’amakosa no kwemeza
Inyandiko nka “Iyi saha irakenewe”, “Andika e-mail nyayo”, cyangwa “Turabashimiye kuzuza anketa” bigira uruhare mu buryo ubazwa abyumva. Ni ibice bito, ariko ijwi byanditswemo rifite icyo risobanuye ku kurangiza ubushakashatsi.
Ni ryari wakoresha umu translator usanzwe online, kandi ni ryari hakenewe uburyo buhanitse?
Mu bikorwa byoroshye cyane, by’umuntu ku giti cye, igikoresho cyo guhindura inyandiko online gishobora kugufasha kumva isobanuro rusange ry’inyandiko. Ariko mu bushakashatsi, aho amakuru agomba kugereranywa hagati y’ibihugu, akenshi ibyo ntibihagije.
Impamvu iroroshye: ibikoresho bisanzwe ntibimenya niba bihindura ikibazo cy’ubushakashatsi, amabwiriza, butoni iri muri application cyangwa ibisobanuro by’icyo bicuruzwa. Ntabwo binamenya n’ibyifuzo by’ubushakashatsi cyangwa ijwi ritegerejwe. Ni nako bigenda iyo hakenerwa gusemura kumurongo mu rwanda ku nketa yo ku isoko cyangwa gukora guhindura ururimi ku bikoresho bitandukanye. Zimwe muri izi ngero zigaragaza ko gusemura interineti cyangwa gusemura interinetire mu buryo bwihuse bidahagije mu rwego rw’ubushakashatsi.
Zikoreshwa neza mu byemezo bifatika n’iby’amategeko, ariko anketa z’ubushakashatsi, formulaire za marketing cyangwa survey z’ibicuruzwa zikeneye cyane cyane lokalizasiya ifatika, ihuzagurika n’ubusanzwe. Ibi bitandukanye n’tłumaczenie napisów do filmów cyangwa ubusobanuro bwemewe n’amategeko.
Jak zorganizować proces tłumaczenia ankiet w firmie?
Jeśli twoja firma regularnie prowadzi ankiety online na wielu rynkach, warto zbudować powtarzalny proces. Dzięki temu kolejne badania będą szybsze, tańsze i bardziej wiarygodne.
- Stwórz bibliotekę zatwierdzonych pytań – szczególnie dla NPS, CSAT, onboarding surveys i formularzy leadowych.
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