{"id":388359,"date":"2022-06-27T22:33:08","date_gmt":"2022-06-28T05:33:08","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=388359"},"modified":"2022-12-21T14:16:28","modified_gmt":"2022-12-21T14:16:28","slug":"design-effective-csat-surveys","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/design-effective-csat-surveys\/","title":{"rendered":"M\u00fc\u015fteri memnuniyeti anketleri tasarlamak i\u00e7in 10 ipucu"},"content":{"rendered":"

M\u00fc\u015fteri memnuniyeti (CSAT) anketlerini do\u011fru \u015fekilde tasarlamak, m\u00fc\u015fteri deneyimini (CX)<\/a> anlamak ve \u00f6l\u00e7mek i\u00e7in \u00e7ok \u00f6nemlidir . Do\u011fru yap\u0131lmazsa, m\u00fc\u015fterilerinizi hi\u00e7 ara\u015ft\u0131rmamaktan daha k\u00f6t\u00fcd\u00fcr. K\u00f6t\u00fc tasarlanm\u0131\u015f anketler arac\u0131l\u0131\u011f\u0131yla alabilece\u011finiz veriler, ara\u015ft\u0131rman\u0131z\u0131, anket yan\u0131tlar\u0131n\u0131z\u0131 ve m\u00fc\u015fteri stratejinizi engelleyecektir. CSAT anketlerini etkili bir \u015fekilde tasarlamak i\u00e7in on temel ad\u0131m veya ilkeyi \u00f6zetledik. Bunlar\u0131n daha y\u00fcksek yan\u0131tlar ve daha iyi bilgiler alman\u0131za yard\u0131mc\u0131 olaca\u011f\u0131n\u0131 umuyoruz.<\/p>\n

M\u00fc\u015fteri memnuniyeti anketleri nas\u0131l etkili bir \u015fekilde tasarlan\u0131r?<\/h2>\n

1. Anket amac\u0131n\u0131z\u0131 tan\u0131mlay\u0131n<\/b><\/h3>\n

M\u00fc\u015fteri anketleri bir\u00e7ok t\u00fcrdendir; m\u00fc\u015fteri deneyimi, m\u00fc\u015fteri memnuniyeti<\/a> , \u00fcr\u00fcn \u00f6mr\u00fc vb . belirlemek i\u00e7in bunlar\u0131 y\u00fcr\u00fctebilirsiniz . Bu, sorular\u0131n\u0131z anlam\u0131na gelir; ak\u0131\u015flar\u0131 anket amac\u0131 ile de\u011fi\u015fecektir. Anket amac\u0131n\u0131z\u0131 tan\u0131mlay\u0131n ve ard\u0131ndan ona ula\u015f\u0131n. Bu, anketlerinizi etkili hale getirecek ve size zaman kazand\u0131rarak anket yan\u0131t oran\u0131n\u0131z\u0131 art\u0131racakt\u0131r.<\/p>\n

2. \u00d6nce puan\u0131n\u0131z\u0131 al\u0131n<\/b><\/h3>\n

Genel notu CSAT anketlerinizin<\/a> ba\u015flang\u0131c\u0131nda hemen alman\u0131z\u0131 \u00f6neririz . Bu, m\u00fcstehcen veya zor veya nipel se\u00e7ici sorular yoluyla herhangi bir etki yanl\u0131l\u0131\u011f\u0131 senaryosunu \u00f6nler. Genel puan\u0131n\u0131z\u0131 sona erdirmek, derecelendirme sorunuzun \u00f6nemini ve ge\u00e7erlili\u011fini azaltabilir.<\/p>\n

3. Anketinizi s\u0131n\u0131rlay\u0131n<\/b><\/h3>\n

CSAT anketleriniz ne kadar uzun olursa, o kadar \u00e7ok insan okulu b\u0131rakacakt\u0131r. Uzun anketler tasarlamak istemezsiniz; m\u00fc\u015fterileriniz veya yan\u0131tlayanlar\u0131n\u0131z anket yorgunlu\u011fundan kurtulacakt\u0131r. Buradaki fikir, yaln\u0131zca anketinizi yan\u0131tlayacak zaman\u0131 olanlardan de\u011fil, t\u00fcm veya maksimum say\u0131da m\u00fc\u015fteriden yan\u0131t almakt\u0131r.<\/p>\n

4. Anketlerinizde ki\u015fisel sorulardan ka\u00e7\u0131n\u0131n<\/b><\/h3>\n

Anketlerinize ki\u015fisel sorular\u0131 dahil etmek iticidir ve anonim olma unsurunu anketten \u00e7\u0131kar\u0131r. Hi\u00e7bir kat\u0131l\u0131mc\u0131 ki\u015fisel bilgilerini if\u015fa etmek istemez ve bu t\u00fcr sorular utan\u00e7 verici ve rahats\u0131z edicidir. Empatik olun, \u00e7evrimi\u00e7i bir ankette ki\u015fisel sorular\u0131 yan\u0131tlamak ister misiniz?<\/p>\n

5. Do\u011frudan ve anla\u015f\u0131l\u0131r yan\u0131tlar verin<\/b><\/h3>\n

Anketi yan\u0131tlayanlardan deneyimlerini, sat\u0131n almalar\u0131n\u0131, memnuniyetlerini veya kararlar\u0131n\u0131 ‘de\u011ferlendirmelerini’, ‘tahmin etmelerini’ veya ‘\u00f6l\u00e7melerini’ isteyerek onlar\u0131 karma\u015f\u0131k hale getirmekten ka\u00e7\u0131nmak. Onlar\u0131n se\u00e7mesini, sizin anlaman\u0131z\u0131 ve sonu\u00e7 \u00e7\u0131karman\u0131z\u0131 basit tutun.<\/p>\n

\"m\u00fc\u015fteri<\/p>\n

6. M\u00fc\u015fteri deneyiminden yararlan\u0131n<\/b><\/h3>\n

M\u00fc\u015fterilerinize deneyimlerinden hemen sonra anket yaparsan\u0131z, muhtemelen daha iyi yan\u0131tlar ve ak\u0131llar\u0131nda taze olan yan\u0131tlar veya yorumlar al\u0131rs\u0131n\u0131z. Bu, zenginle\u015ftirici bir M\u00fc\u015fteri Deneyimi sa\u011flamada var olabilecek bo\u015fluklar\u0131 kapatmak i\u00e7in \u00e7ok \u00f6nemlidir.<\/p>\n

7. Jargondan ka\u00e7\u0131n\u0131n<\/b><\/h3>\n

Jargon kullanmamak ve m\u00fcmk\u00fcn olan en iyi yan\u0131tlar ve maksimum yan\u0131tlar i\u00e7in anketlerinizde olabildi\u011fince spesifik olmak g\u00fcvenlidir. Bir\u00e7ok anket y\u00f6neticisi, \u00f6zellikle \u015firket i\u00e7i veya sekt\u00f6re \u00f6zel jargon ise, yan\u0131tlayanlar\u0131n kafas\u0131n\u0131 kar\u0131\u015ft\u0131ran jargon kullan\u0131r.<\/p>\n

8. S\u0131k s\u0131k hat\u0131rlat\u0131c\u0131 g\u00f6ndermeyin<\/b><\/h3>\n

Anketlerinize t\u00fcm m\u00fc\u015fteriler yan\u0131t vermeyecek olsa da, onlar\u0131 hat\u0131rlat\u0131c\u0131larla s\u0131kmak do\u011fru de\u011fildir. Onlara bir kez hat\u0131rlatmak iyidir; ancak, bunun \u00f6tesinde bir \u015fey gereksizdir. S\u0131k hat\u0131rlatmalar, e-postalar\u0131n\u0131z veya m\u00fc\u015fteri anketlerinizden \u00e7\u0131kmak istemelerine neden olabilir.<\/p>\n

9. \u00c7evrimi\u00e7i anket tasar\u0131m\u0131 en iyi uygulamalar\u0131na ba\u011fl\u0131 kal\u0131n<\/b><\/h3>\n

Bir anketin etkinli\u011fi, hem olumlu hem de olumsuz yan\u0131tlara ne kadar dengeli ve yap\u0131land\u0131r\u0131lm\u0131\u015f bakt\u0131\u011f\u0131na ba\u011fl\u0131d\u0131r. En iyi uygulamalara ba\u011fl\u0131 kalmak, anket yan\u0131t\u0131n\u0131z\u0131n ve anket tamamlama oranlar\u0131n\u0131z\u0131n sa\u011fl\u0131kl\u0131 olmas\u0131n\u0131 sa\u011flayacakt\u0131r. Anket yorgunlu\u011funu ve monotonlu\u011fu \u00f6nlemek i\u00e7in soru t\u00fcrlerinizi \u00e7e\u015fitlendirin. Markal\u0131 bir anket olu\u015fturmak istiyorsan\u0131z, bir anket tasarlamak i\u00e7in bu ipu\u00e7lar\u0131n\u0131<\/a> akl\u0131n\u0131zda bulundurun .<\/p>\n

10. Uygun bir \u00e7evrimi\u00e7i anket platformu kullan\u0131n<\/b><\/h3>\n

Uygun bir \u00e7evrimi\u00e7i anket platformu kullanmak, ba\u015far\u0131n\u0131z i\u00e7in \u00e7ok \u00f6nemlidir. Piyasada bir\u00e7ok platform var, ancak hepsi ayn\u0131 \u00f6zellikleri sunmuyor ve i\u015finiz i\u00e7in en uygun olan\u0131 olabilir. QuestionPro CX<\/a> , t\u00fcm CX anket ihtiya\u00e7lar\u0131n\u0131z\u0131 kar\u015f\u0131lamak i\u00e7in ideal bir platformdur. Markalar\u0131n ola\u011fan\u00fcst\u00fc m\u00fc\u015fteri deneyimleri sunmas\u0131na yard\u0131mc\u0131 olan ger\u00e7ek zamanl\u0131 bilgiler sa\u011flar.<\/p>\n","protected":false},"excerpt":{"rendered":"

M\u00fc\u015fteri memnuniyeti (CSAT) anketlerini do\u011fru \u015fekilde tasarlamak, m\u00fc\u015fteri deneyimini (CX) anlamak ve \u00f6l\u00e7mek i\u00e7in \u00e7ok \u00f6nemlidir . Do\u011fru yap\u0131lmazsa, m\u00fc\u015fterilerinizi hi\u00e7 ara\u015ft\u0131rmamaktan daha […]<\/p>\n","protected":false},"author":39,"featured_media":360423,"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":"\nM\u00fc\u015fteri memnuniyeti anketleri tasarlamak i\u00e7in 10 ipucu | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri memnuniyeti (CSAT) anketlerini do\u011fru \u015fekilde tasarlamak, m\u00fc\u015fteri deneyimini (CX) anlamak ve 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