{"id":4550,"date":"2013-10-21T09:42:08","date_gmt":"2013-10-21T07:42:08","guid":{"rendered":"http:\/\/blog.websupport.sk\/?p=4550"},"modified":"2025-03-11T21:06:20","modified_gmt":"2025-03-11T20:06:20","slug":"ako-meria-helpdesk-spokojnost-zakaznikov","status":"publish","type":"post","link":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/","title":{"rendered":"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov"},"content":{"rendered":"Doba \u010d\u00edtania:<\/b><\/span> 4<\/span> min.<\/span><\/span>

Doba sa men\u00ed a spolu s \u0148ou sa menia aj n\u00e1roky a po\u017eiadavky klientov. Nie je tajomstvom, \u017ee soci\u00e1lne siete v nemalej miere vpl\u00fdvaj\u00fa na v\u00fdsledky Va\u0161ej firmy a budovanie brandu. Ke\u010f ste neuspokojili z\u00e1kazn\u00edka v \u010dasoch, ke\u010f nebol Twitter a Facebook, impact bol tak nieko\u013eko desiatok \u013eud\u00ed. Pokia\u013e to sprav\u00edte dnes, re\u00e1lne sa o tom m\u00f4\u017ee dozvedie\u0165 a\u017e nieko\u013eko tis\u00edc \u013eud\u00ed – a to len pomocou p\u00e1r slov na jeho Facebooku. A to u\u017e je celkom v\u00e1\u017eny d\u00f4vod, pre\u010do sa oplat\u00ed ma\u0165 kvalitn\u00fa podporu. Pod\u013ea prieskumu, ktor\u00fd sa uskuto\u010dnil za\u010diatkom roka 2013, ak z\u00e1kazn\u00edkom poskytnete prvotriednu podporu:<\/p>\n

81%<\/strong> o tom povie priate\u013eom a rodine
\n45%<\/strong> sa podel\u00ed o svoje sk\u00fasenosti na soci\u00e1lnych sie\u0165ach
\n35%<\/strong> V\u00e1m nap\u00ed\u0161e recenziu
\n52%<\/strong> V\u00e1m ostane vern\u00fdch
\n24%<\/strong> V\u00e1s bude preferova\u0165 pred konkurenciou a\u017e po dobu dvoch rokov!<\/p>\n

Polo\u017eili sme si teda ot\u00e1zky: \u201cJe n\u00e1\u0161 helpdesk dobr\u00fd? Rob\u00edme dobre to, \u010do rob\u00edme? Ako vieme, \u010di sa zlep\u0161ujeme?\u201d Prizn\u00e1vam, toto s\u00fa ot\u00e1zky, na ktor\u00e9 som si nevedel da\u0165 jednozna\u010dn\u00fa odpove\u010f. U\u017e dlh\u00e9 roky ned\u00e1me dopusti\u0165 na Nicereply<\/a>, kde n\u00e1m klienti mesa\u010dne \u201cnechaj\u00fa\u201d stovky hodnoten\u00ed, ale sta\u010d\u00ed to? Nie.<\/p>\n

V duchu hesla \u201cYou can’t manage what you don’t measure\u201d sme si nastavili veli\u010diny (KPI<\/a>), ktor\u00e9 chceme sledova\u0165 a pod\u013ea ktor\u00fdch budeme vedie\u0165 kvantifikova\u0165, \u010di sa zlep\u0161ujeme alebo nie. V na\u0161om pr\u00edpade je alfou a omegou kvalita a dostupnos\u0165<\/strong> (tieto KPI\u2019s sa, samozrejme, l\u00ed\u0161ia od oddelenia, v ktorom tak\u00e9to metriky \u201caplikujete\u201d).<\/p>\n

\u010eal\u0161\u00edm krokom bolo ur\u010di\u0165 si, \u010do pre klientov (a, samozrejme, pre n\u00e1s) reprezentuje kvalitu a \u010do dostupnos\u0165. Rozdelili sme ich teda na men\u0161ie celky. V skratke: musia to by\u0165 veci, ktor\u00e9 vie V\u00e1\u0161 t\u00edm svoj\u00edm v\u00fdkonom ovplyvni\u0165<\/strong>. S\u00fa tam KPI\u2019s ako priemer hodnoten\u00ed na Nicereply, percento neodpovedan\u00fdch telefon\u00e1tov, priemern\u00e1 d\u013a\u017eka radu na chate, priemern\u00e1 r\u00fdchlos\u0165 odpovede na tickety a moje ob\u013e\u00faben\u00e9 – \u201cnie\u010do extra\u201d. Podstata je jednoduch\u00e1, \u201cviac\u201d je nie\u010do, \u010d\u00edm klientovi vylep\u0161\u00edme de\u0148, d\u00e1me nie\u010do naviac, zasko\u010d\u00edme ho alebo inak povedan\u00e9, sprav\u00edme svet o trochu kraj\u0161\u00edm miestom.<\/p>\n

\u010co je ale nevyhnutn\u00e9, podobne ako v \u0161porte, je ma\u0165 nastaven\u00e9 ciele<\/a>. Bez dobre nastaven\u00e9ho cie\u013ea by to bolo \u00faplne zbyto\u010dn\u00e9, ke\u010f\u017ee V\u00e1s (V\u00e1\u0161 t\u00edm) nem\u00e1 \u010do hna\u0165 dopredu. Samozrejme, musia to by\u0165 re\u00e1lne dosiahnute\u013en\u00e9 hodnoty, ale z\u00e1rove\u0148 aj challenge.<\/p>\n

Potom je to u\u017e \u010disto o matematike. Vypo\u010d\u00edtate si percentu\u00e1lne plnenie jednotliv\u00fdch cie\u013eov a sprav\u00edte v\u00e1\u017een\u00fd aritmetick\u00fd priemer. V\u00fdsledkom bude jedno \u010d\u00edslo, ktor\u00e9 reflektuje, ak\u00fd v\u00fdkon ste podali za uplynul\u00e9 obdobie,\u00a0kde x je plnenie \u010diastkov\u00e9ho cie\u013ea a w je v\u00e1ha (priorita), ktor\u00fa pre V\u00e1s t\u00e1to veli\u010dina predstavuje.<\/p>\n

\"\"<\/p>\n

Takto viem (a nielen ja) presne identifikova\u0165, \u010do n\u00e1m ovplyvnilo kvalitu, ke\u010f jeden mesiac sme mali 140,5 a druh\u00fd \u201ciba\u201d 123. Jednoducho si porovn\u00e1m plnenie \u010diastkov\u00fdch cie\u013eov v jednotliv\u00fdch mesiacoch a identifikujem ten KPI, ktor\u00fd to najviac ovplyvnil.<\/p>\n

Aby to ale cel\u00e9 nevy\u0161lo nazmar, je d\u00f4le\u017eit\u00e9 ma\u0165 tieto \u0161tatistiky st\u00e1le na o\u010diach. My na helpdesku m\u00e1me na to vyhraden\u00fa extra tabu\u013eu, kde s\u00fa na\u0161e v\u00fdsledky za uplynul\u00fd mesiac, a ka\u017ed\u00fd ich m\u00e1 st\u00e1le \u201cpred sebou\u201d. \u010casom to ale ur\u010dite chceme posun\u00fa\u0165 e\u0161te o level vy\u0161\u0161ie a spravi\u0165 dashboard s real-time v\u00fdsledkami za aktu\u00e1lne obdobie.<\/p>\n

D\u00f4le\u017eit\u00e9 je, \u017ee tak\u00e9to metriky viete aplikova\u0165 na ktor\u00e9ko\u013evek oddelenie a mera\u0165 tak jeho v\u00fdkon. Je na v\u00e1s, aby ste si spr\u00e1vne zvolili k\u013e\u00fa\u010dov\u00e9 ukazovatele, ktor\u00e9 reflektuj\u00fa v\u00fdkonnos\u0165 v\u00e1\u0161ho t\u00edmu. M\u00f4\u017ee to by\u0165 napr\u00edklad percento chybovosti u program\u00e1torov, plnenie mesa\u010dn\u00e9ho pl\u00e1nu na obchode alebo miera konverzie na marketingu.<\/p>\n

Nakoniec mo\u017eno e\u0161te mal\u00fd hint: nikdy ned\u00e1vajte \u201cdo vzorca\u201d tak\u00e9 KPI\u2019s, pri ktor\u00fdch jeden zna\u010dne vpl\u00fdva na druh\u00fd (tzn. existuje medzi nimi korel\u00e1cia). V\u00fdsledok potom bude, samozrejme, skreslen\u00fd a jeho v\u00fdpovedn\u00e1 hodnota sa bude zna\u010dne zni\u017eova\u0165.<\/p>\n

Ak to m\u00e1m ale cel\u00e9 zhrn\u00fa\u0165, tak implement\u00e1cia tak\u00e9hoto merania kvality bol krok, ktor\u00fd by som ur\u010dite nevr\u00e1til sp\u00e4\u0165. Podarilo sa n\u00e1m t\u00fdm rozdeli\u0165 \u0161tatistiky preh\u013eadov\u00e9 (po\u010det chatov, po\u010det hovorov, \u2026) od \u0161tatist\u00edk, na ktor\u00e9 vpl\u00fdva v\u00fdkonnos\u0165 V\u00e1\u0161ho t\u00edmu.<\/p>\n","protected":false},"excerpt":{"rendered":"

Doba sa men\u00ed a spolu s \u0148ou sa menia aj n\u00e1roky a po\u017eiadavky klientov. Nie je tajomstvom, \u017ee soci\u00e1lne siete v nemalej miere vpl\u00fdvaj\u00fa na v\u00fdsledky Va\u0161ej firmy a budovanie brandu. Ke\u010f ste neuspokojili z\u00e1kazn\u00edka v \u010dasoch, ke\u010f nebol Twitter a Facebook, impact bol tak nieko\u013eko desiatok \u013eud\u00ed.<\/p>\n","protected":false},"author":32,"featured_media":5572,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,11],"tags":[332,449,828,956],"class_list":["post-4550","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tipy-a-triky","category-zakulisie","tag-helpdesk","tag-kvalita","tag-support","tag-websupport"],"yoast_head":"\nAko meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov - Websupport blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/\" \/>\n<meta property=\"og:locale\" content=\"sk_SK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov - Websupport blog\" \/>\n<meta property=\"og:description\" content=\"Doba sa men\u00ed a spolu s \u0148ou sa menia aj n\u00e1roky a po\u017eiadavky klientov. Nie je tajomstvom, \u017ee soci\u00e1lne siete v nemalej miere vpl\u00fdvaj\u00fa na v\u00fdsledky Va\u0161ej firmy a budovanie brandu. Ke\u010f ste neuspokojili z\u00e1kazn\u00edka v \u010dasoch, ke\u010f nebol Twitter a Facebook, impact bol tak nieko\u013eko desiatok \u013eud\u00ed.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/\" \/>\n<meta property=\"og:site_name\" content=\"Websupport blog\" \/>\n<meta property=\"article:published_time\" content=\"2013-10-21T07:42:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-11T20:06:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"290\" \/>\n\t<meta property=\"og:image:height\" content=\"320\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Martin Ba\u010da\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Autor\" \/>\n\t<meta name=\"twitter:data1\" content=\"Martin Ba\u010da\" \/>\n\t<meta name=\"twitter:label2\" content=\"Predpokladan\u00fd \u010das \u010d\u00edtania\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 min\u00faty\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/\"},\"author\":{\"name\":\"Martin Ba\u010da\",\"@id\":\"https:\/\/www.websupport.sk\/blog\/#\/schema\/person\/cd68575268fb16c051d369dc5a2deec5\"},\"headline\":\"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov\",\"datePublished\":\"2013-10-21T07:42:08+00:00\",\"dateModified\":\"2025-03-11T20:06:20+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/\"},\"wordCount\":788,\"commentCount\":1,\"publisher\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png\",\"keywords\":[\"helpdesk\",\"kvalita\",\"support\",\"websupport\"],\"articleSection\":[\"Tipy a triky\",\"Z\u00e1kulisie\"],\"inLanguage\":\"sk-SK\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/\",\"url\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/\",\"name\":\"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov - Websupport blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png\",\"datePublished\":\"2013-10-21T07:42:08+00:00\",\"dateModified\":\"2025-03-11T20:06:20+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#breadcrumb\"},\"inLanguage\":\"sk-SK\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"sk-SK\",\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#primaryimage\",\"url\":\"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png\",\"contentUrl\":\"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png\",\"width\":290,\"height\":320},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.websupport.sk\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.websupport.sk\/blog\/#website\",\"url\":\"https:\/\/www.websupport.sk\/blog\/\",\"name\":\"Websupport blog\",\"description\":\"Websupport blog\",\"publisher\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.websupport.sk\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"sk-SK\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.websupport.sk\/blog\/#organization\",\"name\":\"Websupport\",\"url\":\"https:\/\/www.websupport.sk\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"sk-SK\",\"@id\":\"https:\/\/www.websupport.sk\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2021\/08\/websupport-logo.svg\",\"contentUrl\":\"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2021\/08\/websupport-logo.svg\",\"width\":153,\"height\":48,\"caption\":\"Websupport\"},\"image\":{\"@id\":\"https:\/\/www.websupport.sk\/blog\/#\/schema\/logo\/image\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.websupport.sk\/blog\/#\/schema\/person\/cd68575268fb16c051d369dc5a2deec5\",\"name\":\"Martin Ba\u010da\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"sk-SK\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/c6a163180a4b0ea8e566beb555572967ea2333b9224854ba79a889d3082521d3?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/c6a163180a4b0ea8e566beb555572967ea2333b9224854ba79a889d3082521d3?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/c6a163180a4b0ea8e566beb555572967ea2333b9224854ba79a889d3082521d3?s=96&d=mm&r=g\",\"caption\":\"Martin Ba\u010da\"},\"description\":\"V\u017edy vesel\u00fd a usmiaty \u0161\u00e9f helpdesku, ktor\u00fd dohliada na na\u0161e najv\u00e4\u010d\u0161ie oddelenie a z\u00e1rove\u0148 komunikuje s na\u0161imi klientmi. Pre nich vym\u00fd\u0161\u013ea nov\u00e9 vylep\u0161enia a n\u00e1stroje, ktor\u00e9 u\u013eah\u010duj\u00fa obojstrann\u00fa komunik\u00e1ciu a pos\u00favaj\u00fa n\u00e1\u0161 support neust\u00e1le vpred. Ma\u0165o je nad\u0161en\u00fd \u0161portovec \u2013 hr\u00e1 p\u00f3lo a posil\u0148uje.\",\"url\":\"https:\/\/www.websupport.sk\/blog\/author\/matobaca\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov - Websupport blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/","og_locale":"sk_SK","og_type":"article","og_title":"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov - Websupport blog","og_description":"Doba sa men\u00ed a spolu s \u0148ou sa menia aj n\u00e1roky a po\u017eiadavky klientov. Nie je tajomstvom, \u017ee soci\u00e1lne siete v nemalej miere vpl\u00fdvaj\u00fa na v\u00fdsledky Va\u0161ej firmy a budovanie brandu. Ke\u010f ste neuspokojili z\u00e1kazn\u00edka v \u010dasoch, ke\u010f nebol Twitter a Facebook, impact bol tak nieko\u013eko desiatok \u013eud\u00ed.","og_url":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/","og_site_name":"Websupport blog","article_published_time":"2013-10-21T07:42:08+00:00","article_modified_time":"2025-03-11T20:06:20+00:00","og_image":[{"width":290,"height":320,"url":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png","type":"image\/png"}],"author":"Martin Ba\u010da","twitter_card":"summary_large_image","twitter_misc":{"Autor":"Martin Ba\u010da","Predpokladan\u00fd \u010das \u010d\u00edtania":"4 min\u00faty"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#article","isPartOf":{"@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/"},"author":{"name":"Martin Ba\u010da","@id":"https:\/\/www.websupport.sk\/blog\/#\/schema\/person\/cd68575268fb16c051d369dc5a2deec5"},"headline":"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov","datePublished":"2013-10-21T07:42:08+00:00","dateModified":"2025-03-11T20:06:20+00:00","mainEntityOfPage":{"@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/"},"wordCount":788,"commentCount":1,"publisher":{"@id":"https:\/\/www.websupport.sk\/blog\/#organization"},"image":{"@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#primaryimage"},"thumbnailUrl":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png","keywords":["helpdesk","kvalita","support","websupport"],"articleSection":["Tipy a triky","Z\u00e1kulisie"],"inLanguage":"sk-SK","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/","url":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/","name":"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov - Websupport blog","isPartOf":{"@id":"https:\/\/www.websupport.sk\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#primaryimage"},"image":{"@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#primaryimage"},"thumbnailUrl":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png","datePublished":"2013-10-21T07:42:08+00:00","dateModified":"2025-03-11T20:06:20+00:00","breadcrumb":{"@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#breadcrumb"},"inLanguage":"sk-SK","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/"]}]},{"@type":"ImageObject","inLanguage":"sk-SK","@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#primaryimage","url":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png","contentUrl":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2015\/01\/bezova_2.png","width":290,"height":320},{"@type":"BreadcrumbList","@id":"https:\/\/www.websupport.sk\/blog\/2013\/10\/ako-meria-helpdesk-spokojnost-zakaznikov\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.websupport.sk\/blog\/"},{"@type":"ListItem","position":2,"name":"Ako meria helpdesk spokojnos\u0165 z\u00e1kazn\u00edkov"}]},{"@type":"WebSite","@id":"https:\/\/www.websupport.sk\/blog\/#website","url":"https:\/\/www.websupport.sk\/blog\/","name":"Websupport blog","description":"Websupport blog","publisher":{"@id":"https:\/\/www.websupport.sk\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.websupport.sk\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"sk-SK"},{"@type":"Organization","@id":"https:\/\/www.websupport.sk\/blog\/#organization","name":"Websupport","url":"https:\/\/www.websupport.sk\/blog\/","logo":{"@type":"ImageObject","inLanguage":"sk-SK","@id":"https:\/\/www.websupport.sk\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2021\/08\/websupport-logo.svg","contentUrl":"https:\/\/www.websupport.sk\/blog\/app\/uploads\/sites\/2\/2021\/08\/websupport-logo.svg","width":153,"height":48,"caption":"Websupport"},"image":{"@id":"https:\/\/www.websupport.sk\/blog\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.websupport.sk\/blog\/#\/schema\/person\/cd68575268fb16c051d369dc5a2deec5","name":"Martin Ba\u010da","image":{"@type":"ImageObject","inLanguage":"sk-SK","@id":"https:\/\/secure.gravatar.com\/avatar\/c6a163180a4b0ea8e566beb555572967ea2333b9224854ba79a889d3082521d3?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/c6a163180a4b0ea8e566beb555572967ea2333b9224854ba79a889d3082521d3?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/c6a163180a4b0ea8e566beb555572967ea2333b9224854ba79a889d3082521d3?s=96&d=mm&r=g","caption":"Martin Ba\u010da"},"description":"V\u017edy vesel\u00fd a usmiaty \u0161\u00e9f helpdesku, ktor\u00fd dohliada na na\u0161e najv\u00e4\u010d\u0161ie oddelenie a z\u00e1rove\u0148 komunikuje s na\u0161imi klientmi. Pre nich vym\u00fd\u0161\u013ea nov\u00e9 vylep\u0161enia a n\u00e1stroje, ktor\u00e9 u\u013eah\u010duj\u00fa obojstrann\u00fa komunik\u00e1ciu a pos\u00favaj\u00fa n\u00e1\u0161 support neust\u00e1le vpred. Ma\u0165o je nad\u0161en\u00fd \u0161portovec \u2013 hr\u00e1 p\u00f3lo a posil\u0148uje.","url":"https:\/\/www.websupport.sk\/blog\/author\/matobaca\/"}]}},"_links":{"self":[{"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/posts\/4550","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/users\/32"}],"replies":[{"embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/comments?post=4550"}],"version-history":[{"count":1,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/posts\/4550\/revisions"}],"predecessor-version":[{"id":33657,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/posts\/4550\/revisions\/33657"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/media\/5572"}],"wp:attachment":[{"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/media?parent=4550"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/categories?post=4550"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.websupport.sk\/blog\/wp-json\/wp\/v2\/tags?post=4550"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}