Fleiri eru n\u00fa stressa\u00f0ir og ertingin getur au\u00f0veldlega blossa\u00f0 upp ef vi\u00f0skiptavinir \u00fe\u00ednir sj\u00e1 \u00feig sem einhvern sem truflar \u00fe\u00e1 \u00feegar \u00feeir vinna, \u00feess vegna m\u00e6lum vi\u00f0 me\u00f0 \u00fev\u00ed a\u00f0 \u00fe\u00fa sendir \u00e1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina me\u00f0 t\u00f6lvup\u00f3sti. \u00dea\u00f0 eru margir kostir vi\u00f0 \u00e1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina me\u00f0 t\u00f6lvup\u00f3sti, \u00fe\u00fa getur au\u00f0veldlega dregi\u00f0 \u00far innri kostna\u00f0i \u00fe\u00ednum og tryggt a\u00f0 vi\u00f0skiptavinir \u00fe\u00ednir finni ekki fyrir „truflun“. \u00deannig f\u00e6r\u00f0u h\u00e6rra svarhlutfall en ef \u00fe\u00fa hef\u00f0ir sent \u00fat \u00ed gegnum hef\u00f0bundnar lei\u00f0ir eins og p\u00f3st.<\/p>\n
Vi\u00f0 skulum setja upp tv\u00f6 d\u00e6mi, fyrsta er ef \u00fe\u00fa sendir \u00fat vi\u00f0skiptavina k\u00f6nnun me\u00f0 hef\u00f0bundnum p\u00f3sti og hitt er me\u00f0 t\u00f6lvup\u00f3sti. Vi\u00f0 munum athuga t\u00edmasetningu og ver\u00f0, hversu langan t\u00edma \u00fea\u00f0 mun taka fyrir \u00feig a\u00f0 b\u00faa til spurningar, senda \u00fat spurningalista, senda \u00e1minningar og s\u00ed\u00f0ast en ekki s\u00edst greina ni\u00f0urst\u00f6\u00f0ur k\u00f6nnunarinnar. Vi\u00f0 byrjum \u00e1 \u00fev\u00ed a\u00f0 bera saman raunverulegan undirb\u00faning spurninga, sem vi\u00f0 k\u00f6llum spurningalistah\u00f6nnun.<\/p>\n
\u00c1\u00f0ur en vi\u00f0 byrjum a\u00f0 fara \u00ed gegnum skrefin h\u00e9r a\u00f0 ne\u00f0an, \u00feurfum vi\u00f0 fyrst a\u00f0 gera nokkrar sk\u00fdringar. Vi\u00f0 h\u00f6fum b\u00fai\u00f0 til \u00fatreikninga fyrir „\u00e1n\u00e6gju vi\u00f0skiptavina k\u00f6nnun p\u00f3st“ \u00e1 hverju skrefi sem s\u00e9rstakur hluti og virkilega „sam\u00feykkt“ ni\u00f0ur ver\u00f0 fyrir p\u00f3st til a\u00f0 f\u00e1 „kostur“ sem er \u00ed raun ekki \u00ed raun \u00fear \u00ed raunveruleikanum, en vi\u00f0 viljum sanngjarnan samanbur\u00f0. Vi\u00f0 h\u00f6fum ekki sk\u00fdrt umhverfis\u00fe\u00e6tti \u00feessa samanbur\u00f0ar. \u00datreikningar eru \u00fear fyrir \u00e1n\u00e6gju vi\u00f0skiptavina k\u00f6nnun me\u00f0 p\u00f3sti gildi 1 x 2, \u00feetta er umslag ver\u00f0 + p\u00f3st x 2 \u00fear sem vi\u00f0 munum senda aftur umslag til vi\u00f0skiptavinarins. B\u00e1\u00f0ir valkostir \u00ed hverju stigi eru merktir „feit“ og a\u00f0skilin me\u00f0 l\u00ednu.<\/p>\n
H\u00e9r byrjum vi\u00f0 \u00e1 skipulagningu \u00e1 \u00e1n\u00e6gjuk\u00f6nnun \u00feinni, hver \u00e6tti a\u00f0 f\u00e1 spurningalistann? Vi\u00f0 m\u00e6lum me\u00f0 \u00fev\u00ed a\u00f0 ef \u00fe\u00fa hefur undir 500 vi\u00f0skiptavini a\u00f0 \u00fe\u00fa sendir \u00e1n\u00e6gjuk\u00f6nnun \u00fe\u00edna til allra \u00e1n tillits til \u00feess hvort \u00feeir hafi veri\u00f0 virkir \u00e1 s\u00ed\u00f0asta \u00e1ri e\u00f0a ekki. Hins vegar er ekki m\u00e6lt me\u00f0 \u00fev\u00ed a\u00f0 \u00fe\u00fa sendir \u00e1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina til vi\u00f0skiptavinar sem hefur keypt hlut fyrir 3 \u00e1rum s\u00ed\u00f0an, endurgj\u00f6f \u00feeirra getur gefi\u00f0 mj\u00f6g \u00f3\u00e1rei\u00f0anlega grunn fyrir ni\u00f0urst\u00f6\u00f0u. Sl\u00edk skipulagning \u00fearf a\u00f0 vera ger\u00f0 fyrir b\u00e6\u00f0i P\u00f3st og E-mail, en vi\u00f0 h\u00f6fum gert r\u00e1\u00f0 fyrir a\u00f0 \u00ed „Customer Satisfaction Survey Post“ b\u00fair\u00f0u til spurningarnar sj\u00e1lfur og \u00ed „Customer Satisfaction Survey Email“ b\u00faum vi\u00f0 hj\u00e1 Examinare \u00fe\u00e6r fyrir \u00feig \u00ed gegnum verkefniskaup.<\/p>\n
\u00deegar \u00fe\u00fa hefur \u00e1kve\u00f0i\u00f0 hverjir f\u00e1 \u00e1n\u00e6gjuk\u00f6nnunina er kominn t\u00edmi til a\u00f0 sj\u00e1 hva\u00f0a spurningar \u00fe\u00fa \u00e6ttir a\u00f0 senda \u00feeim. \u00de\u00fa getur anna\u00f0 hvort b\u00fai\u00f0 til spurningarnar sj\u00e1lfur e\u00f0a fengi\u00f0 hj\u00e1lp fr\u00e1 r\u00e1\u00f0gjafa sem b\u00fdr til \u00fea\u00f0 fyrir \u00feig. Vi\u00f0 h\u00f6fum vali\u00f0 a\u00f0 taka me\u00f0 \u00ed \u00feessum \u00fatreikningum a\u00f0 \u00fe\u00fa ert a\u00f0 gera \u00fea\u00f0 sj\u00e1lfur \u00feegar \u00fe\u00fa sendir \u00fat \u00ed gegnum p\u00f3st, en a\u00f0 \u00fe\u00fa tekur hj\u00e1lp Examinare ef \u00fe\u00fa sendir \u00fat t\u00f6lvup\u00f3st.<\/p>\n
\u00c1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina p\u00f3stfang:<\/strong>1 140 \u20ac (20 klukkustundir 57 \u20ac \u00e1 klukkustund.)<\/p>\n Vi\u00f0 h\u00f6fum vali\u00f0 a\u00f0 vinna me\u00f0 57 \u20ac \/ klukkustund vegna \u00feess a\u00f0 \u00feetta er algengasta reikningsf\u00e6r\u00f0 r\u00e1\u00f0gj\u00f6f t\u00edma \u00e1 almennu svi\u00f0i \u00ed Sv\u00ed\u00fej\u00f3\u00f0. 20 klukkustundir vegna \u00feess a\u00f0 \u00fe\u00fa ver\u00f0ur a\u00f0 reikna \u00fat a\u00f0 \u00fe\u00fa ver\u00f0ur trufla\u00f0ur af \u00f6\u00f0rum verkefnum og \u00fearf a\u00f0 byrja aftur, daglegt starf \u00feitt h\u00e6ttir ekki bara vegna \u00feess a\u00f0 \u00fe\u00fa ert a\u00f0 vinna \u00e1 \u00e1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina.<\/p>\n \u00c1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina t\u00f6lvup\u00f3stur:<\/strong>1 015 \u20ac (Einn t\u00edma gjald)<\/p>\n Allir vi\u00f0skiptavinir Examinare geta fengi\u00f0 vi\u00f0skiptavinak\u00f6nnun b\u00fain til \u00e1 fr\u00e1b\u00e6ru ver\u00f0i. \u00dea\u00f0 er s\u00e9rstaklega gott ver\u00f0 ef \u00fe\u00fa ert n\u00fa \u00feegar me\u00f0 e\u00f0a skr\u00e1\u00f0u \u00feig \u00e1 „Unlimited Edition“ reikning. Vi\u00f0 b\u00faum til \u00e1n\u00e6gjuspurningar vi\u00f0skiptavina og settum \u00fea\u00f0 beint inn \u00e1 reikninginn \u00feinn svo a\u00f0 \u00fea\u00f0 s\u00e9 tilb\u00fai\u00f0 til dreifingar.<\/p>\n \u00c1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina p\u00f3stfang:<\/strong>\u00deegar \u00fe\u00fa sendir p\u00f3stinn \u00feinn \u00ed gegnum p\u00f3stinn h\u00f6fum vi\u00f0 vali\u00f0 a\u00f0 vinna me\u00f0 „prentun gjald“ og innihalda klukkut\u00edmagjald \u00feitt + „Prentun \u00fej\u00f3nustu“ + umslag kostna\u00f0ur + aftur umslag.<\/p>\n 500 vi\u00f0takendur = 5 klukkustundir (5 klukkustundir x 57 \u20ac \/ klukkustund = 285 \u20ac) + 500 p\u00f3stflutningur, \u00f3d\u00fdr 1\u20ac x 2 (500 x 1\u20ac x 2 = 500 \u20ac)<\/p>\n Alls 785 \u20ac<\/p>\n \u00c1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina t\u00f6lvup\u00f3stur:<\/strong>H\u00e9r h\u00f6fum vi\u00f0 vali\u00f0 a\u00f0 reikna t\u00edma \u00feinn a\u00f0eins. T\u00edminn sem \u00fea\u00f0 tekur a\u00f0 flytja inn Excel skr\u00e1 me\u00f0 vi\u00f0skiptavinag\u00f6gnum og skrifa fors\u00ed\u00f0utexta \u00ed t\u00f6lvup\u00f3stinn \u00feinn er ein klukkustund. T\u00edmi \u00feinn til a\u00f0 senda \u00fat spurningalistann:<\/p>\n 1 klukkustund x 57 \u20ac = 57 \u20ac (a\u00f0eins \u00feinn eigin t\u00edmi).<\/p>\n \u00c1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina p\u00f3stfang:<\/strong>\u00de\u00fa hefur n\u00fa tvo valkosti, anna\u00f0hvort a\u00f0 hringja \u00ed \u00fe\u00e1 sem hafa ekki svara\u00f0 e\u00f0a skila\u00f0 me\u00f0 athugasemdum s\u00ednum. Margir eigendur fyrirt\u00e6kja \u00ed dag vinna \u00fev\u00ed mi\u00f0ur ekki me\u00f0 \u00e1minningar \u00ed p\u00f3sti e\u00f0a \u00ed s\u00edma vegna \u00feess a\u00f0 \u00fea\u00f0 kostar of miki\u00f0 (e\u00f0a a\u00f0 \u00feeir geti ekki trufla\u00f0). \u00cd \u00feessu d\u00e6mi, vi\u00f0 minnum 200 vi\u00f0skiptavini \u00ed gegnum p\u00f3st.<\/p>\n Kostna\u00f0ur: 200 vi\u00f0takendur = 2 klukkustundir (2 klukkustundir x 57 \u20ac \/ klukkustund = 114 \u20ac) + 200 p\u00f3stflutningur \u00f3d\u00fdr 1\u20ac x 2 (200 x 1\u20ac x 2 = 400 \u20ac)<\/p>\n Samtals 514 \u20ac<\/p>\n \u00c1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina t\u00f6lvup\u00f3stur:<\/strong>\u00c1minning me\u00f0 Examinare er mj\u00f6g einfalt, kerfi\u00f0 sendir t\u00f6lvup\u00f3st til \u00feeirra sem hafa ekki svara\u00f0 og \u00fe\u00fa \u00fearft a\u00f0eins a\u00f0 b\u00e6ta vi\u00f0 \u00e1minning texta og kerfi\u00f0 sendir \u00fea\u00f0 sj\u00e1lfkrafa eftir sam\u00feykki \u00feitt. T\u00edmi til a\u00f0 senda \u00e1minningu:<\/p>\n 30 m\u00edn\u00fatur x 57 \u20ac = 28,5 \u20ac (a\u00f0eins \u00feinn eigin t\u00edmi).<\/p>\n N\u00fa byrjar \u00e1hugavert \u00ed \u00feessu d\u00e6mi, og \u00fe\u00fa munt n\u00fa skilja raunverulegt kostur Examinare k\u00f6nnun t\u00f3l. Vi\u00f0 munum \u00ed \u00feessu d\u00e6mi reikna \u00e1 \u00feig a\u00f0 gera einfalda greiningu, \u00fe\u00fa vilt vita hva\u00f0 vi\u00f0skiptavinir \u00fe\u00ednir hugsa um v\u00f6rur \u00fe\u00ednar. Hversu \u00e1n\u00e6g\u00f0ir eru \u00feeir me\u00f0 kaup s\u00edn? \u00cd \u00feessari d\u00e6mik\u00f6nnun h\u00f6fum vi\u00f0 b\u00fai\u00f0 til spurningu \u00fear sem hver einkunn vi\u00f0skiptavinar fr\u00e1 1 til 5, \u00fear sem 5 er „Mj\u00f6g gott“.<\/p>\n \u00c1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina p\u00f3stfang:<\/strong>Vegna \u00feess a\u00f0 \u00fe\u00fa hefur sent \u00fat \u00ed gegnum p\u00f3st \u00fe\u00fa munt \u00fe\u00e1 einnig f\u00e1 vi\u00f0br\u00f6g\u00f0 aftur \u00ed sama sni\u00f0i. Segjum a\u00f0 \u00fe\u00fa hafir fengi\u00f0 svarhlutfall 30% sem er mj\u00f6g h\u00e1tt og ni\u00f0urst\u00f6\u00f0ur eru ekki alltaf raunveruleiki \u00feegar sendar eru me\u00f0 p\u00f3sti. Vi\u00f0 skulum einnig segja a\u00f0 \u00fe\u00fa \u00fearft a\u00f0 r\u00edfa upp hvert umslag, opna \u00fea\u00f0 og sl\u00e1 inn n\u00famer \u00ed Excel skjali me\u00f0 n\u00fameri\u00f0 sem er skrifa\u00f0 \u00e1 papp\u00edr. Venjulega myndir\u00f0u nota sk\u00f6nnu\u00f0 k\u00f6nnun, en \u00ed \u00fev\u00ed b\u00faum vi\u00f0 til r\u00famm\u00e1l 150 (500 x 30%) og \u00fea\u00f0 ver\u00f0ur mj\u00f6g d\u00fdrt og ekki sanngjarn samanbur\u00f0ur \u00fear sem \u00feetta er svo l\u00edti\u00f0 magn.<\/p>\n Kostna\u00f0ur: 150 umsl\u00f6g x 1 m\u00edn\u00fata \u00e1 hverja opnun umslags og skrifa\u00f0 er \u00ed Excel t\u00f6flureikninn = 142.50 \u20ac (2.5 klukkustundir x 57 \u20ac \/ klukkustund).<\/p>\n \u00c1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina t\u00f6lvup\u00f3stur:<\/strong>Ni\u00f0urst\u00f6\u00f0urnar eru n\u00fa \u00feegar \u00ed Examinare og vegna \u00feess a\u00f0 allt er svara\u00f0,Vi\u00f0 \u00feurfum a\u00f0eins a\u00f0 l\u00edta \u00e1 skj\u00e1inn fyrir ni\u00f0urst\u00f6\u00f0ur<\/a>. H\u00e9r h\u00f6fum vi\u00f0 gert r\u00e1\u00f0 fyrir 15 m\u00edn\u00fatum, a\u00f0allega vegna \u00feess a\u00f0 \u00fe\u00fa g\u00e6tir vilja\u00f0 drekka bolla af kaffi e\u00f0a te \u00e1 me\u00f0an \u00fe\u00fa horfir \u00e1 og \u00fea\u00f0 tekur um \u00fea\u00f0 bil eins langan t\u00edma og 15 m\u00edn\u00fatur a\u00f0 undirb\u00faa. Sm\u00e1 h\u00famor ver\u00f0ur alltaf a\u00f0 vera til sta\u00f0ar, ekki satt?<\/p>\n Kostna\u00f0ur: 15 m\u00edn\u00fatur (12 m\u00edn\u00fatur \u00fear sem kaffihl\u00e9i\u00f0 \u00feitt er) x 57 \u20ac \/ klukkustund = 14.25 \u20ac.<\/p>\n Vi\u00f0 l\u00e1tum t\u00f6lurnar tala fyrir sig, vi\u00f0 h\u00f6fum \u00ed \u00feessum samanbur\u00f0i tali\u00f0 \u00f6ll gj\u00f6ld vi\u00f0 dreifingu me\u00f0 p\u00f3sti mj\u00f6g l\u00e1gt til a\u00f0 gera \u00fea\u00f0 sanngjarnt og vi\u00f0 h\u00f6fum einnig sett 30% af endurgj\u00f6f sem er mj\u00f6g h\u00e1r samanbur\u00f0ur, a\u00f0 \u00fev\u00ed leyti a\u00f0 vi\u00f0skiptavinir \u00fe\u00ednir ver\u00f0a a\u00f0 fylla \u00fat og senda \u00fea\u00f0 aftur me\u00f0 p\u00f3sti.<\/p>\n2. Fyrsta dreifingin.<\/h2>\n
3. \u00c1minninguna.<\/h2>\n
4. Greining.<\/h2>\n
Samantektir, hvers vegna er \u00e1n\u00e6gjuk\u00f6nnun vi\u00f0skiptavina t\u00f6lvup\u00f3stur besta lei\u00f0in (og \u00f3d\u00fdrasta)?<\/h2>\n