{"id":1010601,"date":"2023-10-02T14:00:00","date_gmt":"2023-10-02T21:00:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/net-tavsiye-skorunun-10-faydasi-ve-nasil-en-ust-duzeye-cikarilacagi\/"},"modified":"2025-08-21T00:09:40","modified_gmt":"2025-08-21T07:09:40","slug":"net-tavsiye-skorunun-10-faydasi-ve-nasil-en-ust-duzeye-cikarilacagi","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/net-tavsiye-skorunun-10-faydasi-ve-nasil-en-ust-duzeye-cikarilacagi\/","title":{"rendered":"Net Tavsiye Skoru&#8217;nun 10 Faydas\u0131 ve Nas\u0131l En \u00dcst D\u00fczeye \u00c7\u0131kar\u0131laca\u011f\u0131"},"content":{"rendered":"\n<p>Net Tavsiye Skoru (NPS) \u015firketimizin ne kadar iyi durumda oldu\u011funu \u00f6l\u00e7me y\u00f6ntemlerimizden sadece biridir. M\u00fc\u015fteri memnuniyeti puan\u0131 (CSAT) ve m\u00fc\u015fteri \u00e7aba puan\u0131 (CES) hakk\u0131nda bir \u015feyler duymu\u015f olabilirsiniz. Ancak NPS&#8217;yi bu kadar \u00f6zel k\u0131lan nedir ve Net Tavsiye Skoru&#8217;nun faydalar\u0131 nelerdir? M\u00fc\u015fterilerimizi mutlu etmek s\u00f6z konusu oldu\u011funda neden bu kadar \u00f6nemli?     <\/p>\n\n\n\n<p>Bu blogda, Net Tavsiye Skoru&#8217;nun faydalar\u0131n\u0131 ve m\u00fc\u015fteri memnuniyetini en \u00fcst d\u00fczeye \u00e7\u0131karma, i\u015f b\u00fcy\u00fcmesini sa\u011flama ve kurulu\u015funuz i\u00e7in kal\u0131c\u0131 ba\u015far\u0131 yaratma potansiyelini nas\u0131l kullanaca\u011f\u0131n\u0131z\u0131 inceleyece\u011fiz.<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\">Net Tavsiye Skoru (NPS) nedir?<\/h2>\n\n\n\n<p>Net Tavsiye Skoru, m\u00fc\u015fterilerinizin \u00fcr\u00fcn ve hizmetlerinizi arkada\u015flar\u0131na ve ailelerine tavsiye edip etmeyeceklerini \u00f6\u011frenmeye y\u00f6nelik bir \u00f6l\u00e7\u00fcmd\u00fcr. M\u00fc\u015fteri sadakatini tahmin etmeye yard\u0131mc\u0131 olan bir m\u00fc\u015fteri deneyimi metri\u011fidir. <\/p>\n\n\n\n<p>NPS tek bir soruya dayanmaktad\u0131r: &#8220;0 ile 10 aras\u0131nda bir \u00f6l\u00e7ekte, \u00fcr\u00fcn\u00fcm\u00fcz\u00fc\/hizmetimizi\/\u015firketimizi bir arkada\u015f\u0131n\u0131za veya meslekta\u015f\u0131n\u0131za tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131z nedir?&#8221; Bu soru genellikle NPS sorusu olarak adland\u0131r\u0131l\u0131r. <\/p>\n\n\n\n<p>NPS ayr\u0131ca i\u015fletmenizin iyi durumda olup olmad\u0131\u011f\u0131n\u0131 da g\u00f6sterir. Kurulu\u015flar NPS skorunu elde etmek i\u00e7in <a href=\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tools\/\">Net Tavsiye Skoru Anketi<\/a> arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fterilerden geri bildirim ister. Puan -100 ile 100 aras\u0131nda de\u011fi\u015febilir ve olumlu tarafta say\u0131 ne kadar y\u00fcksekse o kadar iyidir. Bu, daha fazla insan\u0131n i\u015fletmenizden ba\u015fkalar\u0131na bahsetmek istedi\u011fi anlam\u0131na gelir.   <\/p>\n\n\n\n<p>NPS sadece m\u00fc\u015fteriler i\u00e7in de\u011fil, \u00e7al\u0131\u015fanlar i\u00e7in de kullan\u0131l\u0131r. Bir i\u015f ortam\u0131nda, \u00e7al\u0131\u015fanlar\u0131n\u0131z\u0131n \u015firketinizi arkada\u015flar\u0131na veya eski i\u015f arkada\u015flar\u0131na tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131n ne kadar oldu\u011funu size s\u00f6yler. Buna \u00e7al\u0131\u015fan NPS<a href=\"https:\/\/www.questionpro.com\/blog\/tr\/enps-anket-yazilimi-isyeri-dinamiklerinde-devrim-yaratiyor\/\">(eNPS anket yaz\u0131l\u0131m\u0131<\/a>) denir.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">NPS \u00d6l\u00e7e\u011fini Anlamak<\/h2>\n\n\n\n<p>Normal bir NPS anketinde \u015f\u00f6yle bir soru g\u00f6r\u00fcrs\u00fcn\u00fcz:<\/p>\n\n\n\n<p><em>&#8220;\u015eirketimizle olan t\u00fcm deneyiminizi g\u00f6z \u00f6n\u00fcnde bulundurarak, bizi bir arkada\u015f\u0131n\u0131za veya meslekta\u015f\u0131n\u0131za tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131z nedir?&#8221;<\/em><\/p>\n\n\n\n<p>Bunu, arka arkaya g\u00f6rece\u011finiz 0&#8217;dan 10&#8217;a kadar bir say\u0131 se\u00e7erek cevaplayabilirsiniz.<\/p>\n\n\n\n<p>NPS puan\u0131n\u0131za g\u00f6re m\u00fc\u015fterileriniz \u00fc\u00e7 kategoriden birinde grupland\u0131r\u0131labilir:<\/p>\n\n\n\n<ul>\n<li><strong>Destek\u00e7iler: <\/strong>M\u00fc\u015fterileriniz \u00fcr\u00fcnlerinizi veya hizmetlerinizi 9 veya 10 ile derecelendiriyorsa, sundu\u011funuz \u015feyden ger\u00e7ekten memnun olduklar\u0131 anlam\u0131na gelir. Bu insanlar sad\u0131k hayranlard\u0131r! Sadece \u015firketinizde kalmaya devam etmekle kalmazlar, ayn\u0131 zamanda arkada\u015flar\u0131na, ailelerine veya i\u015f arkada\u015flar\u0131na ne kadar harika oldu\u011funuzu da s\u00f6yleyebilirler. En b\u00fcy\u00fck destek\u00e7ileriniz olabilirler.   <\/li>\n\n\n\n<li><strong>Pasifler: <\/strong>Size 7 veya 8 veren m\u00fc\u015fteriler ortada bir yerdedir. Sundu\u011funuz hizmetten memnunlar ancak \u00e7ok da memnun de\u011filler. Bu m\u00fc\u015fteriler f\u0131rsat bulurlarsa rakiplerinizi denemeyi d\u00fc\u015f\u00fcnebilirler. Sizin hakk\u0131n\u0131zda k\u00f6t\u00fc \u015feyler s\u00f6ylemeyeceklerdir, ancak sizi tavsiye etmek i\u00e7in de kendi yollar\u0131ndan \u00e7\u0131kmayacaklard\u0131r.   <\/li>\n\n\n\n<li><strong>K\u00f6t\u00fcleyenler: <\/strong>Biri size 6&#8217;n\u0131n alt\u0131nda puan veriyorsa, bu k\u0131rm\u0131z\u0131 bayrakt\u0131r. Bu m\u00fc\u015fteriler \u00fcr\u00fcn veya hizmetlerinizden memnun de\u011fildir ve bunlar\u0131 ba\u015fkalar\u0131na anlatmaktan \u00e7ekinmezler. Olumsuz geri bildirimleriyle \u015firketinizin itibar\u0131na zarar verebilirler. Sizden tekrar al\u0131\u015fveri\u015f yapma olas\u0131l\u0131klar\u0131 d\u00fc\u015f\u00fckt\u00fcr ve hatta ba\u015fkalar\u0131n\u0131 sizinle i\u015f yapmaktan cayd\u0131rabilirler.   <\/li>\n<\/ul>\n\n\n\n<p>Bu \u00fc\u00e7 grubu anlamak, m\u00fc\u015fterilerinizin \u015firketiniz hakk\u0131nda ne hissetti\u011fini g\u00f6rmenize yard\u0131mc\u0131 olur ve m\u00fc\u015fterilerinizi mutlu ve sad\u0131k tutmak i\u00e7in iyile\u015ftirmeler yapman\u0131za rehberlik edebilir.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">NPS Nas\u0131l Hesaplan\u0131r?<\/h2>\n\n\n\n<p>NPS, m\u00fc\u015fterilerinizin i\u015fletmeniz hakk\u0131nda nas\u0131l hissetti\u011fini anlaman\u0131za yard\u0131mc\u0131 olan bir ara\u00e7t\u0131r. \u00dcr\u00fcn\u00fcn\u00fcz, hizmetiniz veya \u015firketiniz hakk\u0131nda arkada\u015flar\u0131na bahsetme olas\u0131l\u0131klar\u0131n\u0131n ne kadar oldu\u011funu g\u00f6sterir. Net Tavsiye Skoru&#8217;nun faydalar\u0131n\u0131 hesaplamak i\u00e7in bu form\u00fcl\u00fc kullan\u0131n:  <\/p>\n\n\n\n<p><strong>Net Tavsiye Skoru (NPS) = Tavsiye Edenlerin Y\u00fczdesi &#8211; Reddedenlerin Y\u00fczdesi<\/strong><\/p>\n\n\n\n<p>Bir kahvehaneniz oldu\u011funu ve NPS puan\u0131n\u0131z\u0131 hesaplamak istedi\u011finizi d\u00fc\u015f\u00fcn\u00fcn. NPS sorular\u0131n\u0131 1000 m\u00fc\u015fterinize sordunuz ve i\u015fte \u00fcr\u00fcnlerinizi ve hizmetlerinizi nas\u0131l de\u011ferlendirdikleri: 500 m\u00fc\u015fteri 9, 200 m\u00fc\u015fteri 10, 150 m\u00fc\u015fteri 7, 50 m\u00fc\u015fteri 8, 100 m\u00fc\u015fteri ise 6 veya alt\u0131nda puan verdi. <\/p>\n\n\n\n<p>\u015eimdi, par\u00e7alara ay\u0131ral\u0131m:<\/p>\n\n\n\n<ul>\n<li><strong>Destek\u00e7iler:<\/strong> Bunlar kahvehanenize 9 veya 10 puan veren m\u00fc\u015fterilerdir. Toplam 700 m\u00fc\u015fteriniz var (500&#8217;\u00fc 9, 200&#8217;\u00fc 10 puan alm\u0131\u015f). <\/li>\n\n\n\n<li><strong>Pasifler: <\/strong>Kahvehanenize 7 veya 8 puan veren m\u00fc\u015fteriler bu kategoriye girer. Bunlardan 200 tane vard\u0131r (150 tanesi 7, 50 tanesi 8 puan alm\u0131\u015ft\u0131r). <\/li>\n\n\n\n<li><strong>K\u00f6t\u00fcleyenler: <\/strong>Bunlar, kahvehanenize 6 veya alt\u0131nda puan veren m\u00fc\u015fterilerdir ve bunlardan 100 tane var.<\/li>\n<\/ul>\n\n\n\n<p>\u015eimdi, NPS&#8217;nizi hesaplayal\u0131m:<\/p>\n\n\n\n<ul>\n<li>Destekleyici <strong>Y\u00fczdesi veya Destekleyici NPS:<\/strong> (1000 \u00fczerinden 700)*100, bu da %70&#8217;e e\u015fittir.<\/li>\n\n\n\n<li><strong>Detrakt\u00f6r Y\u00fczdesi veya Detrakt\u00f6r NPS:<\/strong> (1000 \u00fczerinden 100)*100, bu da %10&#8217;a e\u015fittir.<\/li>\n<\/ul>\n\n\n\n<p>\u015eirketinizin Net Destekleyici Puan\u0131n\u0131 (NPS) bulmak i\u00e7in Destekleyici NPS&#8217;den Cayd\u0131r\u0131c\u0131 NPS&#8217;yi \u00e7\u0131kar\u0131n:<\/p>\n\n\n\n<p><strong>\u015eirket NPS = 70 &#8211; 10, bu da 60 Net Tavsiye Skoru&#8217;na e\u015fittir.<\/strong><\/p>\n\n\n\n<p>Yani, kahvehanenizin NPS&#8217;si 60&#8217;t\u0131r ve bu da m\u00fc\u015fteri sadakati ve memnuniyetinin olumlu bir g\u00f6stergesidir.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"What is Net Promoter Score (NPS)?: Measure your customer satisfaction | QuestionPro\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/aCzyvkCmM9s?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Net Tavsiye Skoru&#8217;nun 10 Temel Faydas\u0131<\/h2>\n\n\n\n<p>Net Tavsiye Skoru&#8217;nun sizin i\u00e7in harika olmas\u0131n\u0131n ana nedeni, m\u00fc\u015fterilerinizin ne kadar sad\u0131k oldu\u011funu g\u00f6stermesidir. Size geri d\u00f6n\u00fcp d\u00f6nmeyeceklerini veya uzakla\u015f\u0131p uzakla\u015fmayacaklar\u0131n\u0131 s\u00f6yler. Kimin en b\u00fcy\u00fck hayran\u0131n\u0131z olabilece\u011fini ve ba\u015fkalar\u0131na i\u015fletmenizden bahsedebilece\u011fini bulman\u0131za yard\u0131mc\u0131 olur.  <\/p>\n\n\n\n<p>Peki bu faydalar tam olarak nelerdir? M\u00fc\u015fteri sadakatini \u00f6l\u00e7mek i\u00e7in NPS kullanmak size ne kazand\u0131r\u0131r? Net Tavsiye Skoru&#8217;nun 10 \u00f6nemli faydas\u0131n\u0131 \u00f6\u011frenelim.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">01. Basit ve kullan\u0131m\u0131 kolayd\u0131r.<\/h3>\n\n\n\n<p>NPS anketleri yan\u0131tlaman\u0131z i\u00e7in son derece basit ve h\u0131zl\u0131d\u0131r. Daha fazla ki\u015finin yan\u0131t vermesini sa\u011flamak i\u00e7in bu \u015fekilde tasarlanm\u0131\u015flard\u0131r. Ayr\u0131ca, bu anketleri m\u00fc\u015fteri yolculu\u011funuz s\u0131ras\u0131nda istedi\u011finiz zaman kullanabilirsiniz.  <\/p>\n\n\n\n<p>NPS sorusu pazar ara\u015ft\u0131rmac\u0131lar\u0131 i\u00e7in de kolayd\u0131r. QuestionPro Anket Yaz\u0131l\u0131m\u0131n\u0131 kullan\u0131yorsan\u0131z, bir NPS anketi olu\u015fturmak i\u00e7in soru t\u00fcr\u00fcn\u00fc s\u00fcr\u00fckleyip b\u0131rakman\u0131z yeterlidir. Kat\u0131l\u0131mc\u0131lar\u0131n\u0131z\u0131n geri bildirimlerini payla\u015fmak i\u00e7in cevap se\u00e7eneklerinden birine t\u0131klamalar\u0131 gerekir. Geri bildirimlerini payla\u015fmak \u00e7ok az zaman al\u0131r.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">02. NPS Anketleri m\u00fc\u015fteri sadakatini \u00f6l\u00e7er.<\/h3>\n\n\n\n<p>\u0130\u015fletmenizin daha fazla para kazanmas\u0131 i\u00e7in m\u00fc\u015fteri sadakatiniz \u00e7ok \u00f6nemlidir. NPS sistemi yararl\u0131 bir ara\u00e7t\u0131r. Size sadece m\u00fc\u015fterilerin mutlu olup olmad\u0131\u011f\u0131n\u0131 s\u00f6ylemez; markan\u0131za sad\u0131k olup olmad\u0131klar\u0131n\u0131 da s\u00f6yler. Sadakat olu\u015fturmak i\u00e7in m\u00fc\u015fterilerin \u00fcr\u00fcnleriniz, hizmetleriniz veya i\u015fletmeniz hakk\u0131nda ne hissetti\u011fini bilmelisiniz. Bunun i\u00e7in NPS Anketini kullanabilirsiniz.    <\/p>\n\n\n\n<p>Markalar\u0131n\u0131z\u0131 ba\u015fkalar\u0131na tavsiye etme olas\u0131l\u0131klar\u0131n\u0131n ne kadar oldu\u011funu belirlemek i\u00e7in temel bir NPS sorusu kullanabilirsiniz. Cevaplar\u0131na ba\u011fl\u0131 olarak, ger\u00e7ekten nas\u0131l hissettiklerini anlamak i\u00e7in daha fazla soru sorabilirsiniz. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">03. M\u00fc\u015fteri g\u00f6r\u00fc\u015fmeleri i\u00e7in ortak bir dildir.<\/h3>\n\n\n\n<p>NPS, kurulu\u015funuzdaki herkesin kolayca anlayabilece\u011fi evrensel bir metrik sa\u011flar. Bu ortak dil, farkl\u0131 departmanlar aras\u0131nda m\u00fc\u015fteri memnuniyeti ve sadakati hakk\u0131nda ileti\u015fimi kolayla\u015ft\u0131r\u0131r. Ortak bir dil olarak NPS ile ekibiniz m\u00fc\u015fteri deneyimini iyile\u015ftirmek i\u00e7in daha etkili bir \u015fekilde i\u015fbirli\u011fi yapabilir.  <\/p>\n\n\n\n<p>M\u00fc\u015fteri g\u00f6r\u00fc\u015fmeleri i\u00e7in ortak bir diliniz oldu\u011funda, sorunlar\u0131 h\u0131zl\u0131 bir \u015fekilde belirlemek ve ele almak daha kolay hale gelir. \u0130ster yeni bir anket yan\u0131t\u0131n\u0131 tart\u0131\u015fan bir m\u00fc\u015fteri destek temsilcisi ister NPS trendlerini analiz eden bir \u00fcr\u00fcn y\u00f6neticisi olsun, herkes m\u00fc\u015fteri geri bildirimlerinin \u00f6nemini ve i\u015f stratejilerini \u015fekillendirmedeki rol\u00fcn\u00fc kavrayabilir. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">04. NPS Anketleri m\u00fc\u015fteri memnuniyetinin izlenmesine ve \u00f6l\u00e7\u00fclmesine yard\u0131mc\u0131 olur.<\/h3>\n\n\n\n<p>NPS anketleri ile m\u00fc\u015fteri memnuniyetinde zaman i\u00e7inde meydana gelen de\u011fi\u015fiklikleri sistematik olarak takip edebilirsiniz. NPS verilerini d\u00fczenli olarak toplamak, m\u00fc\u015fteri duyarl\u0131l\u0131\u011f\u0131ndaki olumlu ve olumsuz e\u011filimleri belirlemenize olanak tan\u0131r. Memnuniyet seviyeleri ister iyile\u015fiyor ister d\u00fc\u015f\u00fcyor olsun, m\u00fc\u015fteri deneyimi giri\u015fimlerinizin etkinli\u011fi hakk\u0131nda de\u011ferli bilgiler edinebilirsiniz.  <\/p>\n\n\n\n<p>Bu s\u00fcrekli izleme, stratejilerinizde zaman\u0131nda ayarlamalar yapmak i\u00e7in gereken bilgilerle sizi donat\u0131r ve bu da m\u00fc\u015fteri beklentilerini tutarl\u0131 bir \u015fekilde kar\u015f\u0131laman\u0131z\u0131 ve a\u015fman\u0131z\u0131 sa\u011flar.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">05. Daha fazla marka savunucusu yarat\u0131r.<\/h3>\n\n\n\n<p>NPS potansiyel savunucular\u0131 bulman\u0131za yard\u0131mc\u0131 olur. Hangi m\u00fc\u015fterilerin i\u015fletmenizi tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131n daha y\u00fcksek oldu\u011funu g\u00f6sterir. Yani, birisi \u015firketinize 9 veya 10 puan verdi\u011finde, arkada\u015flar\u0131na sizden bahsedip bahsedemeyeceklerini sormak i\u00e7in ideal bir zamand\u0131r.  <\/p>\n\n\n\n<p>Bu mutlu m\u00fc\u015fteriler, \u015firketiniz hakk\u0131nda olumlu s\u00f6ylentiler yayabilecek marka savunucular\u0131n\u0131z haline gelebilir. Hatta onlardan \u00fcr\u00fcn\u00fcn\u00fczle ba\u015fka kimlerin ilgilenebilece\u011fi konusunda \u00f6neriler isteyebilirsiniz. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">06. NPS puan\u0131 harekete ge\u00e7menizi sa\u011flar.<\/h3>\n\n\n\n<p>NPS yaln\u0131zca m\u00fc\u015fteri duyarl\u0131l\u0131\u011f\u0131n\u0131 \u00f6l\u00e7mekle kalmaz, ayn\u0131 zamanda harekete ge\u00e7meye de te\u015fvik eder. K\u00f6t\u00fcleyenleri veya d\u00fc\u015f\u00fck puan alanlar\u0131 tespit etti\u011finizde, bir \u015feylerin beklentilerini kar\u015f\u0131lamad\u0131\u011f\u0131na dair bir sinyal olarak hizmet eder. Bu, bu m\u00fc\u015fterilere ula\u015fmak ve endi\u015felerini gidermek i\u00e7in de\u011ferli bir f\u0131rsatt\u0131r.  <\/p>\n\n\n\n<p>K\u00f6t\u00fcleyenlerle aktif olarak etkile\u015fime ge\u00e7erek potansiyel olarak sorunlar\u0131 \u00e7\u00f6zebilir, deneyimlerini iyile\u015ftirebilir ve hatta onlar\u0131 destekleyicilere d\u00f6n\u00fc\u015ft\u00fcrebilirsiniz. NPS, m\u00fc\u015fteri ili\u015fkilerini proaktif bir \u015fekilde y\u00f6netmenizi sa\u011flayarak m\u00fc\u015fteri memnuniyetine olan ba\u011fl\u0131l\u0131\u011f\u0131n\u0131z\u0131 g\u00f6sterir. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">07. Performans\u0131n\u0131z\u0131 k\u0131yaslaman\u0131za yard\u0131mc\u0131 olur.<\/h3>\n\n\n\n<p>NPS, performans\u0131n\u0131z\u0131 end\u00fcstri standartlar\u0131 ve rakiplerinizle k\u0131yaslaman\u0131za olanak tan\u0131r. Bu k\u0131yaslama s\u00fcreci, \u015firketinizin sekt\u00f6r\u00fcn\u00fczdeki di\u011fer \u015firketlerle nas\u0131l k\u0131yasland\u0131\u011f\u0131na dair de\u011ferli bilgiler edinmenize yard\u0131mc\u0131 olur. <\/p>\n\n\n\n<p>Pazarda nerede durdu\u011funuzu bilmek, ger\u00e7ek\u00e7i hedefler belirlemenize ve iyile\u015ftirme alanlar\u0131n\u0131 belirlemenize olanak tan\u0131r. NPS ile k\u0131yaslama, performans\u0131n\u0131z hakk\u0131nda daha geni\u015f bir bak\u0131\u015f a\u00e7\u0131s\u0131 sa\u011flayarak stratejik kararlar\u0131n\u0131za rehberlik eder ve geli\u015ftirebilece\u011finiz alanlar\u0131 vurgular. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">08. NPS \u00fcr\u00fcn ve hizmetinizin kalitesini art\u0131r\u0131r<\/h3>\n\n\n\n<p>Daha fazla m\u00fc\u015fteri \u00e7ekmek ve onlar\u0131n ger\u00e7ekten mutlu oldu\u011fundan emin olmak istiyorsan\u0131z, \u00fcr\u00fcn veya hizmetinizle ilgili neleri sevdiklerine ve nelerin daha iyi olabilece\u011fine odaklanman\u0131z \u00f6nemlidir. NPS geri bildirimi, m\u00fc\u015fterilerin neyi sevip neyi sevmediklerini size s\u00f6yleyen gizli bir bilgi hazinesi gibidir. <\/p>\n\n\n\n<p>Bu yorumlar\u0131 okudu\u011funuzda, tam olarak nereleri iyile\u015ftirmeniz gerekti\u011fini anlayabilirsiniz. Bu m\u00fc\u015fteri geri bildirimleri, \u00fcr\u00fcn veya hizmetinizi m\u00fc\u015fterilerin isteklerine daha da uygun hale getirmek i\u00e7in \u00e7ok de\u011ferlidir. Bu, geli\u015fmeye devam etmek ve m\u00fc\u015fteri beklentilerini kar\u015f\u0131lamak i\u00e7in bir yol haritas\u0131na sahip olmak gibidir.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">09. Uygun maliyetlidir.<\/h3>\n\n\n\n<p>M\u00fc\u015fteri ara\u015ft\u0131rmas\u0131 i\u00e7in bir \u015firket kiralamak sizin i\u00e7in maliyetli olabilir. \u00d6te yandan, geri bildirim toplama ara\u00e7lar\u0131 b\u00fct\u00e7e dostudur \u00e7\u00fcnk\u00fc b\u00fcy\u00fck de\u011fer sunarlar. M\u00fc\u015fteri ara\u015ft\u0131rmas\u0131n\u0131 ba\u011f\u0131ms\u0131z olarak y\u00fcr\u00fctmenize olanak tan\u0131rlar ve birden fazla ekibe fayda sa\u011flayan \u00f6zelliklerle birlikte gelirler.  <\/p>\n\n\n\n<p>\u0130\u015fin en iyi yan\u0131, bu ara\u00e7lar\u0131 kullanmak sizi kendi kendinize yetebilir hale getirir ve bu da giderlerinizi \u00f6nemli \u00f6l\u00e7\u00fcde etkileyebilir. NPS en iyi uygulamalar\u0131na g\u00f6re, d\u00fczenli olarak anketler yapmal\u0131 ve bunlar\u0131n yan\u0131nda di\u011fer ara\u015ft\u0131rma y\u00f6ntemlerini kullanmal\u0131s\u0131n\u0131z. T\u00fcm bu ara\u015ft\u0131rmalar\u0131 kendi b\u00fcnyenizde ger\u00e7ekle\u015ftirebildi\u011finizde maliyetleriniz azal\u0131r.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">10. M\u00fc\u015fteriyi elde tutmay\u0131 ve b\u00fcy\u00fcmeyi art\u0131r\u0131r.<\/h3>\n\n\n\n<p>M\u00fc\u015fterileri mutlu etmeye ve NPS kullanarak sad\u0131k kalmalar\u0131n\u0131 sa\u011flamaya odaklanarak, daha fazlas\u0131 i\u00e7in geri gelmelerini sa\u011flayabilirsiniz. Memnun m\u00fc\u015fteriler \u015firketinizde kalma e\u011filimindedir, bu da daha az m\u00fc\u015fterinin ayr\u0131lmas\u0131 anlam\u0131na gelir. Bu, i\u015fletmenizin istikrarl\u0131 kalmas\u0131na yard\u0131mc\u0131 olur ve d\u00fczenli gelir getirir. Bu mutlu, sad\u0131k m\u00fc\u015fteriler genellikle sizden tekrar al\u0131\u015fveri\u015f yapar ve arkada\u015flar\u0131na i\u015fletmenizden bahseder.   <\/p>\n\n\n\n<p>Ara\u015ft\u0131rmalar, y\u00fcksek NPS puanlar\u0131na sahip \u015firketlerin genellikle b\u00fcy\u00fcme ya\u015fad\u0131\u011f\u0131n\u0131, d\u00fc\u015f\u00fck puanlara sahip olanlar\u0131n ise zorlanabilece\u011fini kan\u0131tl\u0131yor. \u00c7\u00fcnk\u00fc sad\u0131k m\u00fc\u015fteriler muhtemelen i\u015fletmenizi tercih etmeye devam edecek ve tavsiyeler yoluyla yeni m\u00fc\u015fteriler kazand\u0131racakt\u0131r. Dolay\u0131s\u0131yla, m\u00fc\u015fterileri mutlu ve sad\u0131k k\u0131lmak i\u00e7in NPS&#8217;yi kullanarak i\u015f ba\u015far\u0131s\u0131n\u0131n yolunu a\u00e7abilirsiniz.  <\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Ger\u00e7ek zamanl\u0131 verilere, i\u00e7g\u00f6r\u00fclere ve geli\u015fmi\u015f analizlere dayal\u0131 unutulmaz deneyimler yarat\u0131n.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Demo Talep Edin<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-turkish.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/posts\/1010601\/&amp;lang=tr&amp;cat=cx\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">NPS&#8217;nin Faydalar\u0131n\u0131 En \u00dcst D\u00fczeye \u00c7\u0131karma<\/h2>\n\n\n\n<p>Kurulu\u015funuzda Net Tavsiye Skoru&#8217;nun faydalar\u0131n\u0131 en \u00fcst d\u00fczeye \u00e7\u0131karmak i\u00e7in bu belirli alanlara odaklan\u0131n:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">01. NPS&#8217;nin Etkin Bir \u015eekilde Uygulanmas\u0131<\/h3>\n\n\n\n<p>\u0130\u015fe NPS&#8217;yi kurulu\u015funuzda etkili bir \u015fekilde uygulayarak ba\u015flay\u0131n. A\u00e7\u0131k ve \u00f6zl\u00fc anketler tasarlay\u0131n, bunlar\u0131 g\u00f6ndermek i\u00e7in do\u011fru zamanlamay\u0131 se\u00e7in ve ekibinizin NPS metodolojisi konusunda iyi e\u011fitildi\u011finden emin olun. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">02. En \u0130yi Veri Toplama Uygulamalar\u0131<\/h3>\n\n\n\n<p>NPS verilerini toplarken en iyi uygulamalar\u0131 kullan\u0131n. Belirli m\u00fc\u015fterileri hedefleyin, e-posta, web veya mobil anketler yoluyla veri toplay\u0131n ve veri kalitesi ile do\u011frulu\u011fundan emin olun. Do\u011fru veri toplama, ald\u0131\u011f\u0131n\u0131z bilgilerin temsili ve g\u00fcvenilir olmas\u0131n\u0131 sa\u011flar.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">03. NPS Sonu\u00e7lar\u0131n\u0131n Analiz Edilmesi ve Yorumlanmas\u0131<\/h3>\n\n\n\n<p>NPS puanlar\u0131n\u0131 toplad\u0131ktan sonra analiz ve yorumlama a\u015famas\u0131na ge\u00e7in. M\u00fc\u015fterilerden gelen yorumlara ve metinsel geri bildirimlere \u00f6zellikle dikkat edin. Puanlar\u0131n ard\u0131ndaki &#8220;nedeni&#8221; anlamak, yarg\u0131da bulunman\u0131za ve iyile\u015ftirme alanlar\u0131n\u0131 hedeflemenize yard\u0131mc\u0131 olur.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">04. Eylem Plan\u0131 Olu\u015fturma<\/h3>\n\n\n\n<p>Eylem, NPS&#8217;nin bir par\u00e7as\u0131d\u0131r, sadece \u00f6l\u00e7\u00fcm de\u011fildir. NPS ara\u015ft\u0131rmas\u0131n\u0131n bulgular\u0131na dayanarak ayr\u0131nt\u0131l\u0131 bir eylem plan\u0131 olu\u015fturun. M\u00fc\u015fteri mutlulu\u011fu ve sadakati \u00fczerinde en b\u00fcy\u00fck etkiye sahip olacak de\u011fi\u015fikliklere \u00f6ncelik verin.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">05. Geri Bildirim D\u00f6ng\u00fcs\u00fc ve Takip<\/h3>\n\n\n\n<p>M\u00fc\u015fteri ile geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fc kapatmak NPS&#8217;nin \u00e7ok \u00f6nemli bir par\u00e7as\u0131d\u0131r. Sorunlar\u0131n\u0131 anlamak ve \u00e7\u00f6zmeye \u00e7al\u0131\u015fmak i\u00e7in k\u00f6t\u00fcleyenler ve pasiflerle ileti\u015fim kurun. Tutarl\u0131 takip, m\u00fc\u015fteri deneyimini geli\u015ftirmeye olan ba\u011fl\u0131l\u0131\u011f\u0131n\u0131z\u0131 g\u00f6sterir ve bu da sonunda daha y\u00fcksek NPS puanlar\u0131na yol a\u00e7abilir.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">06. \u00c7al\u0131\u015fan E\u011fitimi ve Ba\u011fl\u0131l\u0131\u011f\u0131<\/h3>\n\n\n\n<p>\u00c7al\u0131\u015fanlar\u0131n\u0131z\u0131n NPS&#8217;nin \u00f6nemini ve m\u00fckemmel m\u00fc\u015fteri hizmeti sa\u011flamadaki rollerini anlad\u0131klar\u0131ndan emin olun. \u00c7al\u0131\u015fanlar\u0131n\u0131z\u0131 e\u011fitmek ve NPS s\u00fcrecine dahil etmek daha olumlu m\u00fc\u015fteri etkile\u015fimlerine yol a\u00e7abilir. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">07. Pazarlama ve B\u00fcy\u00fcme i\u00e7in NPS&#8217;den Yararlanma<\/h3>\n\n\n\n<p>Y\u00fcksek NPS puanlar\u0131n\u0131z\u0131 ve olumlu m\u00fc\u015fteri referanslar\u0131n\u0131z\u0131 g\u00fc\u00e7l\u00fc pazarlama ara\u00e7lar\u0131 olarak kullan\u0131n. Bunlar\u0131 pazarlama materyallerinizde, web sitenizde ve sosyal medyada sergileyin. Y\u00fcksek NPS puanlar\u0131 cazip bir sat\u0131\u015f noktas\u0131 olabilir. Markan\u0131za g\u00fcvenme olas\u0131l\u0131\u011f\u0131 daha y\u00fcksek olan yeni m\u00fc\u015fteriler \u00e7eker.   <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Net Tavsiye Skoru&#8217;nu \u0130\u015fletmenizde Uygulamak<\/h2>\n\n\n\n<p>\u0130\u015fletmenizde Net Tavsiye Skoru uygulamak, m\u00fc\u015fteri deneyimi \u00e7abalar\u0131n\u0131za \u00f6nemli \u00f6l\u00e7\u00fcde fayda sa\u011flayabilecek stratejik bir s\u00fcre\u00e7tir. \u0130\u015fte ba\u015flamak i\u00e7in temel ad\u0131mlar: <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ad\u0131m 1: Do\u011fru Yaz\u0131l\u0131m\u0131 Se\u00e7in<\/h3>\n\n\n\n<p>\u0130\u015fe, i\u015fletmenizin ihtiya\u00e7lar\u0131na ve b\u00fct\u00e7esine uygun NPS yaz\u0131l\u0131m\u0131n\u0131 veya ara\u00e7lar\u0131n\u0131 se\u00e7erek ba\u015flay\u0131n. QuestionPro CX sizin i\u00e7in en iyi se\u00e7imdir. Kullan\u0131c\u0131 dostu \u00f6zellikleri anketleri kolayca olu\u015fturman\u0131z\u0131 ve y\u00f6netmenizi sa\u011flar.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ad\u0131m 2: Anketleri Ayarlay\u0131n<\/h3>\n\n\n\n<p>NPS anketinizi basit ve \u00f6zl\u00fc bir soruyla tasarlay\u0131n. \u00d6nceden haz\u0131rlanm\u0131\u015f bir NPS anketi \u015fablonu kullanarak bu ad\u0131m\u0131 daha eri\u015filebilir hale getirebilirsiniz. Bu NPS sorular\u0131, anketlerde ve ara\u015ft\u0131rma \u00e7al\u0131\u015fmalar\u0131nda kullanman\u0131z i\u00e7in \u00f6nceden haz\u0131rlanm\u0131\u015ft\u0131r. Bu \u00f6rnek NPS anketini \u00f6zel gereksinimlerinize g\u00f6re de \u00f6zelle\u015ftirebilirsiniz.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ad\u0131m 3: Sonu\u00e7lar\u0131 Analiz Edin<\/h3>\n\n\n\n<p>NPS anket yan\u0131tlar\u0131n\u0131 almaya ba\u015flad\u0131ktan sonra verileri derleyin ve NPS puan\u0131n\u0131z\u0131 hesaplay\u0131n. Verilerin i\u00e7inde gizli olan e\u011filimleri ve kal\u0131plar\u0131 ke\u015ffedin. M\u00fc\u015fteri duyarl\u0131l\u0131\u011f\u0131n\u0131 inceleyin ve iyile\u015ftirme yapabilece\u011finiz alanlar\u0131 belirleyin. Bu analiz, m\u00fc\u015fteri deneyimi stratejinizi geli\u015ftirmenize yard\u0131mc\u0131 olacakt\u0131r.   <\/p>\n\n\n\n<p>Analiz s\u00fcrecini kolayla\u015ft\u0131rmak ve daha derin i\u00e7g\u00f6r\u00fcler elde etmek i\u00e7in QuestionPro&#8217;yu kullanabilirsiniz. QuestionPro NPS anket panosu ayr\u0131nt\u0131l\u0131 NPS de\u011fer \u00e7izelgeleri ve grafikleri sunar. Ayr\u0131ca co\u011frafi b\u00f6lgelere, \u00fcr\u00fcnlere ve hizmetlere g\u00f6re kar\u015f\u0131la\u015ft\u0131rmal\u0131 Net Tavsiye Skorlar\u0131n\u0131 ve k\u0131yaslamalar\u0131 g\u00f6sterir.  <\/p>\n\n\n\n<p>QuestionPro Net Tavsiye Skoru \u00d6l\u00e7er, ger\u00e7ek zamanl\u0131 olarak te\u015fvik edenlerin, pasiflerin ve cayd\u0131r\u0131c\u0131lar\u0131n say\u0131s\u0131n\u0131 g\u00f6rsel olarak temsil eder. Ayr\u0131ca sonu\u00e7lar\u0131 .xls format\u0131nda d\u0131\u015fa aktarabilir, veri filtreleri uygulayabilir ve NPS raporunu payla\u015fabilirsiniz. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ad\u0131m 4: Harekete Ge\u00e7in<\/h3>\n\n\n\n<p>NPS analizinizden elde etti\u011finiz i\u00e7g\u00f6r\u00fc ve geri bildirimleri kullanarak kendi net eylem plan\u0131n\u0131z\u0131 geli\u015ftirin. M\u00fc\u015fteri memnuniyetini ve sadakatini art\u0131rmada en b\u00fcy\u00fck fark\u0131 yaratacak alanlara \u00f6ncelik vermeye odaklan\u0131n. Ekip \u00fcyelerinize belirli sorumluluklar verdi\u011finizden ve iyile\u015ftirme ve giri\u015fimleri uygulamak i\u00e7in net zaman \u00e7izelgeleri belirledi\u011finizden emin olun.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n\n\n<p>Net Tavsiye Skoru&#8217;nun faydalar\u0131 i\u015finizi \u00f6nemli \u00f6l\u00e7\u00fcde art\u0131rabilir. NPS, m\u00fc\u015fterilerinizin \u00fcr\u00fcnlerinizi ne kadar sevdi\u011fini ve ne kadar sad\u0131k olduklar\u0131n\u0131 belirlemenize yard\u0131mc\u0131 olan kullan\u0131\u015fl\u0131 bir ara\u00e7t\u0131r. NPS&#8217;yi do\u011fru kulland\u0131\u011f\u0131n\u0131zda, m\u00fc\u015fterilerinizi daha iyi anlaman\u0131za ve i\u015finizi b\u00fcy\u00fctmenize yard\u0131mc\u0131 olabilir.  <\/p>\n\n\n\n<p>NPS&#8217;den en iyi \u015fekilde yararlanmak i\u00e7in onu etkili bir \u015fekilde kullanman\u0131z gerekir. M\u00fc\u015fterilerinize NPS sorusunu sorun ve geri bildirimlerini dikkatlice toplay\u0131n. Ard\u0131ndan, \u00f6\u011frendiklerinizi i\u015finizi geli\u015ftirmek ve m\u00fc\u015fterilerinizi mutlu etmek i\u00e7in kullan\u0131n. Bu, insanlar\u0131 memnun ve sad\u0131k tutan m\u00fc\u015fteri odakl\u0131 bir k\u00fclt\u00fcr in\u015fa etmek gibidir.   <\/p>\n\n\n\n<p>NPS&#8217;yi i\u015f stratejinize ekledi\u011finizde, bu sadece say\u0131larla ilgili de\u011fildir; i\u015fleri her zaman daha iyi hale getirmekle ilgilidir. NPS, g\u00fc\u00e7l\u00fc m\u00fc\u015fteri ili\u015fkileri kurman\u0131za yard\u0131mc\u0131 olur, b\u00f6ylece \u015firketinizde kal\u0131rlar ve hatta ba\u015fkalar\u0131na tavsiye ederler. Bu \u015fekilde uzun vadeli ba\u015far\u0131n\u0131n yolunu a\u00e7m\u0131\u015f olursunuz.  <\/p>\n\n\n\n<p>QuestionPro&#8217;nun NPS sorusunu ve \u00f6zelliklerini i\u015f stratejinize dahil etmek, m\u00fc\u015fteri sadakatini \u00f6l\u00e7menizi, memnuniyeti art\u0131rman\u0131z\u0131 ve b\u00fcy\u00fcmeyi desteklemenizi sa\u011flar. Geri bildirim toplamay\u0131 ve analiz etmeyi basitle\u015ftirerek i\u015fletmenizin genel ba\u015far\u0131s\u0131n\u0131 art\u0131rmak i\u00e7in de\u011ferli bir varl\u0131k haline getirir. <\/p>\n\n\n\n<p>Bu \u00f6zelli\u011fi kullanmakla ilgileniyor musunuz? QuestionPro ile bu ve daha bir\u00e7ok \u00f6zelli\u011fe eri\u015febilirsiniz. Veri toplama ve ara\u015ft\u0131rma i\u015flemlerinizi her zamankinden daha verimli yap\u0131n!  <\/p>\n\n\n\n<p><p><\/p><p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener\">\n  <button>\u00dcCRETS\u0130Z DENEME<\/button>\n<\/a><\/p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Net Tavsiye Skoru (NPS) \u015firketimizin ne kadar iyi durumda oldu\u011funu \u00f6l\u00e7me y\u00f6ntemlerimizden sadece biridir. M\u00fc\u015fteri memnuniyeti puan\u0131 (CSAT) ve m\u00fc\u015fteri [&hellip;]<\/p>\n","protected":false},"author":80,"featured_media":818595,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Net Tavsiye Skoru&#039;nun 10 Faydas\u0131 ve Nas\u0131l En \u00dcst D\u00fczeye \u00c7\u0131kar\u0131laca\u011f\u0131<\/title>\n<meta name=\"description\" content=\"Net Tavsiye Skoru&#039;nun (NPS) \u00f6nemli faydalar\u0131n\u0131 ke\u015ffedin ve i\u015f ba\u015far\u0131s\u0131 potansiyelini en \u00fcst d\u00fczeye \u00e7\u0131karmak i\u00e7in 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