{"id":388325,"date":"2022-06-27T22:28:07","date_gmt":"2022-06-28T05:28:07","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=388325"},"modified":"2024-05-27T07:53:09","modified_gmt":"2024-05-27T14:53:09","slug":"customer-surveys","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/customer-surveys\/","title":{"rendered":"M\u00fc\u015fteri anketleri i\u00e7in eksiksiz bir rehber"},"content":{"rendered":"<h2>M\u00fc\u015fteri anketleri nelerdir?<\/h2>\n<p>Tan\u0131m: M\u00fc\u015fteri anketleri, kurulu\u015flar\u0131n m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7ebilmeleri, beklentilerini anlayabilmeleri ve pazar ara\u015ft\u0131rmas\u0131 yapabilmeleri i\u00e7in m\u00fc\u015fteri geri bildirimi isteme y\u00f6ntemi olarak tan\u0131mlanabilir.<\/p>\n<p>Varsay\u0131mlardan kurtulmak yerine m\u00fc\u015fterilerden ger\u00e7ek ve somut bilgiler toplamaya yard\u0131mc\u0131 olurlar.\u00a0Bu, varl\u0131\u011f\u0131ndan bile haberdar olmad\u0131\u011f\u0131n\u0131z veya \u00fcr\u00fcn veya hizmetinizi engelleyen sorunlar\u0131 \u00f6n plana \u00e7\u0131kar\u0131r.\u00a0M\u00fc\u015fterilerinizden gelen do\u011frudan geri bildirim, \u00fcr\u00fcn veya hizmetin ger\u00e7ek performans\u0131n\u0131, sahip olabilece\u011fi eksiklikleri veya yap\u0131labilecek iyile\u015ftirmeleri bilmenizi sa\u011flar.\u00a0Anket, m\u00fc\u015fteri memnuniyetini ve m\u00fc\u015fteri beklentilerini anlaman\u0131n do\u011fru bir yoludur.\u00a0M\u00fc\u015fteri anketine bir \u00f6rnek, m\u00fc\u015fterilerinden geri bildirim toplayan bir restoran zinciri olabilir.\u00a0Bunlar, m\u00fc\u015fteri deneyimlerini iyile\u015ftirmeye yard\u0131mc\u0131 olacak y\u00f6nler hakk\u0131nda bilgi edinmelerine yard\u0131mc\u0131 olacak sorular\u0131 olacakt\u0131r.\u00a0Anket, restoran ortam\u0131, yemek kalitesi, personel misafirperverli\u011fi, bekleme s\u00fcresi vb.<\/p>\n<h3>M\u00fc\u015fteri anketi t\u00fcrleri<\/h3>\n<p>M\u00fc\u015fteri ara\u015ft\u0131rman\u0131z\u0131n oda\u011f\u0131na ba\u011fl\u0131 olarak, birka\u00e7 t\u00fcr m\u00fc\u015fteri anketi da\u011f\u0131tabilirsiniz.<\/p>\n<h4>\u00dcr\u00fcn veya hizmet geli\u015ftirme anketi<\/h4>\n<p>Bir \u00fcr\u00fcn veya hizmeti geli\u015ftirmenin ve da\u011f\u0131tman\u0131n birka\u00e7 a\u015famas\u0131 vard\u0131r.\u00a0\u0130lgili a\u015famalara ba\u011fl\u0131 olarak, ba\u015flama zaman\u0131 ve harcanan kaynak miktar\u0131 de\u011fi\u015fir.\u00a0\u00dcr\u00fcn veya hizmet geli\u015ftirme anketleriyle, geli\u015ftirme a\u015famas\u0131ndayken \u00fcr\u00fcn veya hizmetinizi gereksinimlerini kar\u015f\u0131layacak \u015fekilde de\u011fi\u015ftirmek i\u00e7in hedef m\u00fc\u015fterilere ula\u015fabilir ve geri bildirimlerini isteyebilirsiniz.\u00a0Lansmandan sonra de\u011fi\u015fiklik veya modifikasyon yapmak zor ve olduk\u00e7a maliyetli olabilir.\u00a0Bu, bundan ka\u00e7\u0131nmaya ve s\u0131f\u0131rdan sa\u011flam bir \u00fcr\u00fcn veya hizmet olu\u015fturmaya yard\u0131mc\u0131 olur.<\/p>\n<h4>M\u00fc\u015fteri Memnuniyeti (CSAT) anketi<\/h4>\n<p>Bu anketler, m\u00fc\u015fterilerin \u00fcr\u00fcn\u00fcn\u00fczden veya hizmetinizden memnun olup olmad\u0131\u011f\u0131n\u0131 anlamak i\u00e7in \u00e7ok \u00f6nemlidir.\u00a0Bir\u00e7o\u011fu\u00a0, benzer olduklar\u0131n\u0131 d\u00fc\u015f\u00fcnerek\u00a0<a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">CSAT ve NPS aras\u0131nda kafa kar\u0131\u015ft\u0131r\u0131yor.\u00a0<\/a>CSAT m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7erken, NPS markaya m\u00fc\u015fteri sadakatini \u00f6l\u00e7er.\u00a0Bu anket t\u00fcr\u00fc, puan\u0131n arkas\u0131ndaki nedenleri ve etkenleri ve \u00fcr\u00fcn veya hizmette hangi iyile\u015ftirmelerin yap\u0131labilece\u011fini anlaman\u0131za olanak tan\u0131r.<\/p>\n<h4>M\u00fc\u015fteri Eforu Puan\u0131 (CES) anketi<\/h4>\n<p>Bir t\u00fcr\u00a0<a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">m\u00fc\u015fteri memnuniyeti<\/a>\u00a0anketi olan M\u00fc\u015fteri Eforu Skoru (CES), bir marka i\u00e7in\u00a0<a href=\"https:\/\/www.questionpro.com\/blog\/customer-service\/\">hizmet deneyiminin<\/a>\u00a0kolayl\u0131\u011f\u0131n\u0131 \u00f6l\u00e7en bir ankettir.\u00a0M\u00fc\u015fterilerden hizmetleri veya \u00fcr\u00fcnleri kullanma kolayl\u0131\u011f\u0131n\u0131 de\u011ferlendirmelerini isteyen sorularla ilgilidir.\u00a0\u00d6l\u00e7ekte \u201c\u00e7ok zor\u201ddan \u201c\u00e7ok kolay\u201da kadar se\u00e7enekler bulunmaktad\u0131r.<\/p>\n<ul>\n<li><b>Kullan\u0131labilirlik anketi\u00a0<\/b>:\u00a0Kullan\u0131labilirlik anketleri veya kullan\u0131labilirlik testleri, belirli bir \u00fcr\u00fcn\u00fc test eden ger\u00e7ek kullan\u0131c\u0131lard\u0131r.\u00a0\u00dcr\u00fcn\u00fc kullan\u0131rlar ve ara\u015ft\u0131rmac\u0131lar\u0131n g\u00f6zetiminde \u00e7e\u015fitli g\u00f6revleri yerine getirirler.\u00a0Bu, \u00fcr\u00fcn\u00fcn faydas\u0131n\u0131, \u00e7ok y\u00f6nl\u00fcl\u00fc\u011f\u00fcn\u00fc ve olas\u0131 eksikliklerini veya iyile\u015ftirmelerini \u00f6n plana \u00e7\u0131kard\u0131\u011f\u0131 i\u00e7in \u00fcr\u00fcn geli\u015ftirmede \u00e7ok \u00f6nemlidir.\u00a0Kullan\u0131labilirlik testi tipik olarak a\u015fa\u011f\u0131daki \u00fc\u00e7 amaca hizmet eder.\n<ul>\n<li><b>De\u011ferlendir\u00a0<\/b>: Bu deneyin t\u00fcm amac\u0131, olumlu bir m\u00fc\u015fteri deneyimi sa\u011flamakt\u0131r.\u00a0Bu, bo\u015fluk alanlar\u0131n\u0131 ve hangi iyile\u015ftirmelerin yap\u0131lmas\u0131 gerekti\u011fini anlamada yard\u0131mc\u0131 olur.<\/li>\n<li><b>Ke\u015ffedin\u00a0<\/b>: Herhangi bir \u00fcr\u00fcn\u00fcn ba\u015far\u0131l\u0131 olmas\u0131 i\u00e7in kullan\u0131c\u0131 gereksinimlerini kar\u015f\u0131lamak \u00e7ok \u00f6nemlidir.\u00a0Bu test, \u00fcr\u00fcnde hangi \u00f6\u011felerin eksik oldu\u011funu belirlemeye yard\u0131mc\u0131 olur;\u00a0bunlar daha sonra kullan\u0131c\u0131 gereksinimlerini kar\u015f\u0131lamak i\u00e7in eklenir.<\/li>\n<li><b>Kar\u015f\u0131la\u015ft\u0131r\u00a0<\/b>:\u00a0Bu testi kullanarak ara\u015ft\u0131rmac\u0131lar, en iyi kullan\u0131c\u0131 deneyimini kontrol etmek i\u00e7in benzer \u00fcr\u00fcnleri veya hizmetleri kar\u015f\u0131la\u015ft\u0131r\u0131r.\u00a0Bu, mevcut olabilecek bo\u015fluklar\u0131 kapatmaya yard\u0131mc\u0131 olur.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4>Sat\u0131n alma sonras\u0131 anket<\/h4>\n<p>Bu \u00e7al\u0131\u015fmalar, bir \u00fcr\u00fcn veya hizmeti sat\u0131n al\u0131p t\u00fckettikten sonra bireysel t\u00fcketicilerden geri bildirim toplar.\u00a0Bu, m\u00fc\u015fterilerin arad\u0131klar\u0131n\u0131 ve beklediklerini al\u0131p almad\u0131klar\u0131n\u0131 anlamada yard\u0131mc\u0131 olur.\u00a0Buradaki kilit soru, \u00fcr\u00fcn veya hizmetin temel m\u00fc\u015fteri beklentilerini kar\u015f\u0131lay\u0131p kar\u015f\u0131lamad\u0131\u011f\u0131d\u0131r.<\/p>\n<h4>Net Tavsiye Skoru (NPS) anketi<\/h4>\n<p>Bu tek bir soru i\u00e7in kurulu\u015flar i\u00e7in \u00e7ok \u00f6nemlidir;\u00a0m\u00fc\u015fteri sadakatini \u00f6l\u00e7er.\u00a0Bir\u00a0<a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">NPS anketi<\/a>\u00a0, m\u00fc\u015fteri memnuniyetini ve m\u00fc\u015fteri ba\u011fl\u0131l\u0131\u011f\u0131n\u0131 \u00f6l\u00e7menize olanak tan\u0131r ve m\u00fc\u015fterilerin \u00fcr\u00fcn\u00fcn\u00fcz veya hizmetinizden ne kadar memnun oldu\u011funu anlaman\u0131za yard\u0131mc\u0131 olur.\u00a0Bir NPS puan\u0131, rakiplerinize g\u00f6re pazarda nerede durdu\u011funuzu bilmenizi sa\u011flar.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-96376 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/types-of-customer-surveys.jpg\" sizes=\"(max-width: 992px) 100vw, 992px\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/types-of-customer-surveys.jpg 992w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/types-of-customer-surveys-300x180.jpg 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/types-of-customer-surveys-450x269.jpg 450w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/types-of-customer-surveys-768x460.jpg 768w\" alt=\"m\u00fc\u015fteri anketleri t\u00fcrleri\" width=\"992\" height=\"594\" \/><\/p>\n<h3>M\u00fc\u015fteri anketleri yapmak i\u00e7in ipu\u00e7lar\u0131<\/h3>\n<p>M\u00fc\u015fteri anketleri olu\u015fturmaya ve da\u011f\u0131tmaya ba\u015flamadan \u00f6nce, a\u015fa\u011f\u0131dakilere dikkat etmeniz gerekir.\u00a0Etkili m\u00fc\u015fteri anketleri i\u00e7in bu ipu\u00e7lar\u0131n\u0131 akl\u0131n\u0131zda bulundurun.<\/p>\n<h4>K\u0131sa ve basit<\/h4>\n<p>Anket yan\u0131tlama oranlar\u0131n\u0131z\u0131 ve anket tamamlama oranlar\u0131n\u0131z\u0131 iyile\u015ftirmek ve maksimum ve do\u011fru t\u00fcketici geri bildirimi toplamak istiyorsan\u0131z anketlerinizi k\u0131sa ve basit tutmay\u0131 unutmay\u0131n.\u00a0\u0130nsanlar uzun anketleri b\u0131rak\u0131yor veya onlar\u0131 denemeye bile tenezz\u00fcl etmiyorlar.\u00a0Ayr\u0131ca, hedef kitlenizi daha iyi tan\u0131mak i\u00e7in demografik sorular eklemeyi unutmay\u0131n.<\/p>\n<h4>Tutarl\u0131 derecelendirme \u00f6l\u00e7ekleri<\/h4>\n<p>\u00c7evrimi\u00e7i t\u00fcketici anketlerinde kullanabilece\u011finiz \u00e7ok say\u0131da derecelendirme \u00f6l\u00e7e\u011fi vard\u0131r.\u00a0Se\u00e7eneklere sahip olmak iyi olsa da, t\u00fcketici ara\u015ft\u0131rmalar\u0131n\u0131z\u0131n tekd\u00fczeli\u011fini ve veri tutarl\u0131l\u0131\u011f\u0131n\u0131 korumak i\u00e7in tutarl\u0131 derecelendirme \u00f6l\u00e7eklerine sahip olmak zorunludur.\u00a0Farkl\u0131 anketlerde \u00e7e\u015fitli derecelendirme \u00f6l\u00e7ekleri deneyebilir veya sorular\u0131 \u00f6l\u00e7eklendirebilirsiniz, ancak anket ba\u015f\u0131na bir standart \u00f6l\u00e7e\u011fe ba\u011fl\u0131 kalabilirsiniz.<\/p>\n<h4>A\u00e7\u0131k u\u00e7lu sorular<\/h4>\n<p>Birka\u00e7 anket sorusu t\u00fcr\u00fc vard\u0131r ve bunlar\u0131n her birinin amac\u0131 vard\u0131r.\u00a0Bunun i\u00e7in m\u00fc\u015fterilerin g\u00f6r\u00fc\u015flerini dile getirecekleri en az 1-2 a\u00e7\u0131k u\u00e7lu soru bulundurmay\u0131 unutmay\u0131n.\u00a0Kapal\u0131 u\u00e7lu soru t\u00fcrleri, d\u00fc\u015f\u00fck veya olumsuz puanlar hakk\u0131nda size fikir vermez.<\/p>\n<h4>Ak\u0131ll\u0131 anketler<\/h4>\n<p>Anketinizin oda\u011f\u0131na ba\u011fl\u0131 olarak, farkl\u0131 t\u00fcrde kitlelere sahip olabilirsiniz.\u00a0Sonu\u00e7lar\u0131n\u0131z\u0131 iyile\u015ftirmek i\u00e7in belirli bir hedef kitleye (30 ya\u015f \u00fcst\u00fc kad\u0131nlar, araba sahibi vb.) \u00f6zel bir anket yapmak isteyebilirsiniz.\u00a0Do\u011fru bilgi toplamak i\u00e7in atlama mant\u0131\u011f\u0131n\u0131 veya anket dalland\u0131rma sorular\u0131n\u0131 kullan\u0131n.<\/p>\n<h4>Da\u011f\u0131t\u0131m i\u00e7in do\u011fru zaman<\/h4>\n<p>\u00c7evrimi\u00e7i anketler, ankete kat\u0131lanlar taraf\u0131ndan herhangi bir zamanda al\u0131nabilse de, anketleri yan\u0131t toplamak i\u00e7in uygun zamanlarda g\u00f6ndermek \u00e7ok \u00f6nemlidir.\u00a0Belirli zamanlar daha iyi sonu\u00e7lar verir, bunlar\u0131 not edin ve bu saatlerde konu\u015fland\u0131r\u0131n.<\/p>\n<h4>da\u011f\u0131t\u0131m y\u00f6ntemleri<\/h4>\n<p>\u00c7ok daha geni\u015f bir yan\u0131tlayan taban\u0131na ula\u015ft\u0131\u011f\u0131n\u0131zdan emin olmak i\u00e7in \u00e7e\u015fitli anket da\u011f\u0131t\u0131m y\u00f6ntemleri kullan\u0131n.\u00a0E-postalar, mobil uygulamalar, sat\u0131\u015f noktas\u0131 (POS) vb. gibi \u00e7e\u015fitli yollardan yararlan\u0131n.<\/p>\n<h4>te\u015fvik etmek<\/h4>\n<p>\u00c7ok de\u011ferli m\u00fc\u015fteri geri bildirimi talep ediyorsunuz.\u00a0Bu geri bildirim, \u00fcr\u00fcn\u00fcn\u00fcz\u00fc veya hizmetinizi geli\u015ftirmenize yard\u0131mc\u0131 olur.\u00a0T\u00fcketicilerinizden geri bildirim ald\u0131\u011f\u0131n\u0131zdan emin olmak i\u00e7in anketlerinizi te\u015fvik edin.\u00a0Bir indirim kuponu veya \u00e7ekili\u015f \u00e7ekili\u015fi olabilir, ancak anketlerinize zaman ay\u0131rmak i\u00e7in bir te\u015fvikleri oldu\u011fundan emin olun.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-96361 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/tips-for-conducting-customer-surveys.jpg\" sizes=\"(max-width: 992px) 100vw, 992px\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/tips-for-conducting-customer-surveys.jpg 992w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/tips-for-conducting-customer-surveys-300x180.jpg 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/tips-for-conducting-customer-surveys-450x269.jpg 450w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/tips-for-conducting-customer-surveys-768x460.jpg 768w\" alt=\"m\u00fc\u015fteri anketleri i\u00e7in ipu\u00e7lar\u0131\" width=\"992\" height=\"594\" \/><\/p>\n<h3>M\u00fc\u015fteri hizmetleri anketleri nelerdir?<\/h3>\n<p>M\u00fc\u015fteri hizmetleriniz iyiyse i\u015finiz geli\u015fecek ve m\u00fckemmelle\u015fmeye devam edecektir.\u00a0M\u00fckemmel m\u00fc\u015fteri hizmeti, m\u00fc\u015fterileri elde tutman\u0131n anahtar\u0131d\u0131r.\u00a0Yeni bir m\u00fc\u015fteri edinmenin, mevcut m\u00fc\u015fterileri elde tutmaktan yedi kat daha pahal\u0131 oldu\u011fu s\u00f6yleniyor.\u00a0Yak\u0131n tarihli bir anket, ABD&#8217;deki i\u015fletmelerin zay\u0131f m\u00fc\u015fteri hizmetleri nedeniyle her y\u0131l yakla\u015f\u0131k 83 milyar dolar zarar bildirdi\u011fini g\u00f6steriyor.<\/p>\n<p>M\u00fc\u015fteri hizmetleri anketleri bu sorunun \u00fcstesinden gelmenin iyi bir yoludur.\u00a0K\u0131sa \u00e7evrimi\u00e7i m\u00fc\u015fteri anketleri yapabilir, neyin i\u015fe yarad\u0131\u011f\u0131n\u0131, hangi alanlar\u0131n incelenmesi gerekti\u011fini ve m\u00fc\u015fteri memnuniyetinin ve CX&#8217;in nas\u0131l iyile\u015ftirilebilece\u011fini anlayabilirsiniz.\u00a0Ald\u0131\u011f\u0131n\u0131z geri bildirimler do\u011frudan m\u00fc\u015fterilerden olup, m\u00fc\u015fteri memnuniyetini art\u0131rmak i\u00e7in gerekli aksiyonlar\u0131 alman\u0131z\u0131 sa\u011flar.\u00a0Bir m\u00fc\u015fteri hizmetleri ara\u015ft\u0131rmas\u0131n\u0131n \u00e7ok uzun s\u00fcrmesi gerekmez;\u00a0asl\u0131nda, \u00f6zg\u00fcll\u00fck burada anahtard\u0131r.\u00a0\u0130\u00e7g\u00f6r\u00fc elde etmek ve gerekli de\u011fi\u015fiklikleri ger\u00e7ekle\u015ftirmek i\u00e7in spesifik ve hedefli sorular sorun.<\/p>\n<p><a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-surveys\/\">Kurulu\u015funuzda \u00f6rnek m\u00fc\u015fteri anketi \u015fablonlar\u0131m\u0131z\u0131<\/a>\u00a0g\u00f6r\u00fcnt\u00fcleyebilir ve kullanabilirsiniz\u00a0;\u00a0kullan\u0131ma haz\u0131rd\u0131rlar.<\/p>\n<h3>Neden m\u00fc\u015fterilerinize anket yapmal\u0131s\u0131n\u0131z?<\/h3>\n<p>Art\u0131k m\u00fc\u015fteri anketlerinin ne oldu\u011funu bildi\u011finize g\u00f6re, markalar\u0131n neden m\u00fc\u015fterileriyle anket yapmas\u0131 gerekti\u011fine bakal\u0131m.\u00a0\u0130\u015fte m\u00fc\u015fteri anketleri yapmak i\u00e7in en \u00f6nemli 7 neden.<\/p>\n<h4>M\u00fc\u015fteri geri bildirimi sizin i\u00e7in \u00f6nemlidir<\/h4>\n<p>M\u00fc\u015fterilerinizden \u00fcr\u00fcnleriniz ve hizmetleriniz hakk\u0131nda geri bildirim almalar\u0131n\u0131 istemek, onlar\u0131n sizin i\u00e7in \u00f6nemli olduklar\u0131n\u0131 g\u00f6sterir.\u00a0Onlar i\u00e7in teklifler olu\u015fturdu\u011funuz ve onlar\u0131 mutlu ve memnun g\u00f6rmek istedi\u011finiz i\u00e7in geri bildirimlerini \u00f6nemsedi\u011finizi a\u00e7\u0131k\u00e7a ortaya koyuyor.\u00a0Cevap vermeseler bile merak etmeyin, bu onlar\u0131 \u00f6zel k\u0131l\u0131yor ve markay\u0131 \u00e7ok d\u00fc\u015f\u00fcnecekler.\u00a0M\u00fc\u015fterilerinize ger\u00e7ekten de\u011fer veriyorsan\u0131z, m\u00fc\u015fteri anketleri yapacak ve onlardan al\u0131nan geri bildirimler \u00fczerinde \u00e7al\u0131\u015facaks\u0131n\u0131z.<\/p>\n<h4>\u00dcr\u00fcn geli\u015ftirme i\u00e7in girdiler toplay\u0131n<\/h4>\n<p>Markan\u0131z yeni bir \u00fcr\u00fcn geli\u015ftirmeyi planl\u0131yorsa bunu m\u00fc\u015fterilerinize sormal\u0131s\u0131n\u0131z.\u00a0Size ihtiya\u00e7lar ve gereksinimler hakk\u0131nda bir fikir verecektir, ancak ayn\u0131 zamanda bir tan\u0131t\u0131m g\u00f6revi de g\u00f6recektir.\u00a0\u00dcr\u00fcn geli\u015ftirme a\u015famas\u0131nda m\u00fc\u015fteri geri bildirimi istemek, s\u00fcrece yat\u0131r\u0131m yapmalar\u0131n\u0131 sa\u011flar.\u00a0Bu ayn\u0131 zamanda markan\u0131z i\u00e7in baz\u0131 savunucular\u0131 ikna etmek i\u00e7in bir f\u0131rsatt\u0131r.<\/p>\n<h4>Hatalardan ka\u00e7\u0131n\u0131n<\/h4>\n<p>\u00dcr\u00fcn geli\u015ftirme, eski ve ba\u015far\u0131l\u0131 markalar i\u00e7in bile zordur.\u00a0O kadar \u00e7ok hareketli par\u00e7a, yaz\u0131l\u0131m, \u00fcretim var ki, bununla da bitmiyor;\u00a0\u00dcr\u00fcn piyasaya s\u00fcr\u00fcld\u00fckten sonra bile teslimat, m\u00fc\u015fteri hizmetleri vb. endi\u015fe edilecek hususlar vard\u0131r.<\/p>\n<p>Ayn\u0131s\u0131 hizmetler i\u00e7in de ge\u00e7erlidir;\u00a0Yapt\u0131\u011f\u0131n\u0131z ancak ka\u00e7\u0131nabilece\u011finiz \u00e7ok fazla hata olabilir.\u00a0M\u00fc\u015fterilerinize sormak herhangi bir k\u00f6r noktay\u0131 ortaya \u00e7\u0131karmaya yard\u0131mc\u0131 olmaz, ayn\u0131 zamanda bunlar\u0131 zaman\u0131nda d\u00fczeltmeye de yard\u0131mc\u0131 olur.<\/p>\n<h4>M\u00fc\u015fterileriniz hakk\u0131nda s\u00fcrekli bilgi edinin<\/h4>\n<p>M\u00fc\u015fterileriniz hakk\u0131nda daha fazla bilgi edinmenin bir yolu, onlara sorular sormakt\u0131r.\u00a0Bu size onlar\u0131n ihtiya\u00e7lar\u0131, gereksinimleri, karar modelleri vb. hakk\u0131nda fikir verecektir. Bunlar, onlara do\u011fru hizmet vermek ve m\u00fc\u015fteri deneyiminizi, m\u00fc\u015fteri memnuniyetini ve m\u00fc\u015fteri memnuniyetini y\u00fcksek tutmak i\u00e7in \u00e7ok \u00f6nemlidir.\u00a0Bunlar\u0131 \u00f6\u011frenmek, hedefli pazarlama ve promosyon kampanyalar\u0131 tasarlaman\u0131za da yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n<h4>\u0130li\u015fkiler geli\u015ftirin ve s\u00fcrd\u00fcr\u00fcn<\/h4>\n<p>M\u00fc\u015fterileriniz benzersizdir ve ihtiya\u00e7lar\u0131 ve zevkleri de \u00f6yle olacakt\u0131r.\u00a0Bu ayn\u0131 zamanda \u00fcr\u00fcn\u00fcn\u00fcz\u00fc nas\u0131l kulland\u0131klar\u0131n\u0131 da yans\u0131tacakt\u0131r;\u00a0herkes onu kullanmak i\u00e7in bir roman bulacakt\u0131r.\u00a0M\u00fc\u015fterilerinizi daha fazla tan\u0131mak ve ili\u015fkiler geli\u015ftirmek, daha iyi ve ki\u015fiselle\u015ftirilmi\u015f deneyimler sunman\u0131za yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n<h4>Sorunlar\u0131 ortaya \u00e7\u0131kar\u0131n ve \u00e7\u00f6z\u00fcn<\/h4>\n<p>M\u00fc\u015fterilerinizin kar\u015f\u0131la\u015ft\u0131\u011f\u0131 bir\u00e7ok sorun ve zorluk sizin taraf\u0131n\u0131zdan g\u00f6r\u00fclmez.\u00a0M\u00fc\u015fteriler taraf\u0131ndan dikkatinize sunulmazsa, fark edilmeyebilir veya \u00e7\u00f6z\u00fclmeyebilir.\u00a0Sorunlar\u0131 proaktif olarak sormak, \u00fcr\u00fcn veya hizmetinizi iyile\u015ftirmenize ve genel m\u00fc\u015fteri deneyimini iyile\u015ftirmenize yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n<h4>Yeni f\u0131rsatlar\u0131 tan\u0131mlay\u0131n<\/h4>\n<p>\u00c7evrimi\u00e7i m\u00fc\u015fteri anketleri yapt\u0131\u011f\u0131n\u0131zda, m\u00fc\u015fterilerinizin neye ihtiyac\u0131 oldu\u011funu ve ne istedi\u011fini \u00f6\u011frenirsiniz.\u00a0Bu, yeni \u00fcr\u00fcn fikirleri geli\u015ftirmenize veya mevcut \u00fcr\u00fcnlerinizi iyile\u015ftirmenize yard\u0131mc\u0131 olacak ve size rekabet avantaj\u0131 sa\u011flayacakt\u0131r.<\/p>\n<h3>M\u00fc\u015fteri anketi sorular\u0131<\/h3>\n<p>M\u00fc\u015fteri anketlerinin t\u00fcrleri oldu\u011fundan, sordu\u011funuz sorulara dikkat etmeniz gerekir.\u00a0Bu, anketinizin oda\u011f\u0131na ba\u011fl\u0131d\u0131r.\u00a0Y\u00fcr\u00fctt\u00fc\u011f\u00fcn\u00fcz ara\u015ft\u0131rmaya dayal\u0131 olarak baz\u0131 m\u00fc\u015fteri anket sorular\u0131na bakal\u0131m.<\/p>\n<h4>M\u00fc\u015fteri Memnuniyeti Anketi<\/h4>\n<ul>\n<li>\n<ul>\n<li>L\u00fctfen a\u015fa\u011f\u0131daki parametreler i\u00e7in \u00dcr\u00fcnlerimizi veya Hizmetlerimizi derecelendirin\n<ul>\n<li>Kalite<\/li>\n<li>H\u0131z<\/li>\n<li>Maliyet etkinli\u011fi<\/li>\n<li>Paran\u0131z\u0131n kar\u015f\u0131l\u0131\u011f\u0131<\/li>\n<li>G\u00fcvenilirlik<\/li>\n<\/ul>\n<\/li>\n<li>\u00dcr\u00fcn\u00fcm\u00fcz\u00fc\/hizmetimizi ne s\u0131kl\u0131kla kullan\u0131yorsunuz?\n<ul>\n<li>G\u00fcnl\u00fck<\/li>\n<li>Haftal\u0131k<\/li>\n<li>\u0130ki haftada bir<\/li>\n<li>Ayl\u0131k<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\">M\u00fc\u015fteri memnuniyeti anketi \u015fablonlar\u0131m\u0131z\u0131 g\u00f6r\u00fcnt\u00fcleyin<\/a><\/p>\n<h4>\u00dcr\u00fcn memnuniyet anketi<\/h4>\n<ul>\n<li>\n<ul>\n<li>A\u015fa\u011f\u0131daki kriterlere g\u00f6re \u00fcr\u00fcnden ne kadar memnunsunuz?\n<ul>\n<li>\u00dcr\u00fcn kalitesi<\/li>\n<li>\u00dcr\u00fcn de\u011feri<\/li>\n<li>Sat\u0131n alma deneyimi<\/li>\n<li>kullan\u0131m deneyimi<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4>\u00dcr\u00fcn de\u011ferlendirme anketi<\/h4>\n<ul>\n<li>\n<ul>\n<li>Bu \u00fcr\u00fcn\u00fcn kalitesinden ne kadar memnunsunuz?<\/li>\n<li>\u00d6zellikler tan\u0131t\u0131ld\u0131\u011f\u0131 ve pazarland\u0131\u011f\u0131 \u015fekliyle sizi tatmin etti mi?<\/li>\n<li>\u00dcr\u00fcn\u00fc geli\u015ftirmek i\u00e7in ne gibi eklemeler yap\u0131labilir?<\/li>\n<li>Markay\u0131 en y\u00fcksek 5 olmak \u00fczere 1 ile 5 aras\u0131nda nas\u0131l de\u011ferlendirirsiniz?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>M\u00fc\u015fteri anketi \u00f6rnekleri<\/h3>\n<p>M\u00fc\u015fterilerden de\u011ferli geri bildirimleri da\u011f\u0131tabilece\u011finiz ve toplayabilece\u011finiz baz\u0131 m\u00fc\u015fteri anketi \u00f6rneklerine, caddelere bakal\u0131m.<\/p>\n<h4>Ula\u015f\u0131m veya taksi hizmeti<\/h4>\n<ul>\n<li>\n<ul>\n<li>Bizimle son yolculu\u011funuz nas\u0131ld\u0131?<\/li>\n<li>Taksi zaman\u0131nda geldi mi?<\/li>\n<li>Hedefinize zaman\u0131nda ula\u015ft\u0131n\u0131z m\u0131?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4>Messenger servis sa\u011flay\u0131c\u0131s\u0131<\/h4>\n<ul>\n<li>\n<ul>\n<li>Uygulamaya yap\u0131lan yeni g\u00fcncellemeden memnun musunuz?<\/li>\n<li>M\u00fc\u015fteri destek hizmetinizden memnun musunuz?<\/li>\n<li>Daha iyi bir kullan\u0131c\u0131 deneyimi i\u00e7in portala daha ne ekleyebiliriz?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4>G\u00f6r\u00fcnt\u00fcl\u00fc arama hizmeti uygulamas\u0131<\/h4>\n<ul>\n<li>\n<ul>\n<li>G\u00f6r\u00fcnt\u00fcl\u00fc g\u00f6r\u00fc\u015fme kalitemizi nas\u0131l tan\u0131mlars\u0131n\u0131z?<\/li>\n<li>Di\u011fer \u00e7a\u011fr\u0131 kat\u0131l\u0131mc\u0131lar\u0131na ba\u011flanmada sorun mu ya\u015f\u0131yorsunuz?<\/li>\n<li>L\u00fctfen destek ekibimiz taraf\u0131ndan sa\u011flanan hizmeti de\u011ferlendirin.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4>Yemek da\u011f\u0131t\u0131m uygulamas\u0131<\/h4>\n<ul>\n<li>\n<ul>\n<li>Herhangi bir sorunuz i\u00e7in destek ekibimize ne s\u0131kl\u0131kla ula\u015fman\u0131z gerekiyor?<\/li>\n<li>Uygulama listesinde favori restoranlar\u0131n\u0131z\u0131 g\u00f6r\u00fcyor musunuz?<\/li>\n<li>Yemek sipari\u015fi vermek i\u00e7in ne s\u0131kl\u0131kla indirim kuponu kullan\u0131rs\u0131n\u0131z?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>Bunlar, m\u00fc\u015fteri anketlerinizi ba\u015flat\u0131rken ba\u015fvurabilece\u011finizi d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcm\u00fcz baz\u0131 \u00f6rneklerdir.\u00a0Net bir hedef ve hedef kitle tan\u0131mlay\u0131n ve \u00e7evrimi\u00e7i anketler yapmaya ba\u015flay\u0131n.\u00a0\u00dcr\u00fcnlerinizi, hizmetlerinizi, kullan\u0131c\u0131 deneyiminizi, m\u00fc\u015fteri hizmetinizi ve m\u00fc\u015fteri deneyiminizi geli\u015ftirmek i\u00e7in m\u00fc\u015fterilerinizden gelen geri bildirimleri kullan\u0131n.<\/p>\n<p class=\"p1\"><b>QuestionPro&#8217;da inand\u0131\u011f\u0131m\u0131z \u015fey \u00fczerinde \u00e7al\u0131\u015f\u0131yoruz.\u00a0\u00a0<\/b><a href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener\"><span class=\"s1\">Bir demo planlay\u0131n<\/span><\/a>\u00a0ve CX anketi ve analitik y\u00f6netim platformumuz arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteri sadakatini nas\u0131l art\u0131raca\u011f\u0131n\u0131z\u0131 ve de\u011ferli t\u00fcketici i\u00e7g\u00f6r\u00fclerini nas\u0131l toplayaca\u011f\u0131n\u0131z\u0131 ke\u015ffedin.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri anketleri nelerdir? Tan\u0131m: M\u00fc\u015fteri anketleri, kurulu\u015flar\u0131n m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7ebilmeleri, beklentilerini anlayabilmeleri ve pazar ara\u015ft\u0131rmas\u0131 yapabilmeleri i\u00e7in m\u00fc\u015fteri geri bildirimi [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":357066,"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":[239],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri anketleri i\u00e7in eksiksiz bir rehber | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri anketleri nelerdir? 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