{"id":388576,"date":"2022-06-27T23:34:40","date_gmt":"2022-06-28T06:34:40","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=388576"},"modified":"2022-12-21T14:22:57","modified_gmt":"2022-12-21T14:22:57","slug":"what-is-customer-satisfaction-score","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/what-is-customer-satisfaction-score\/","title":{"rendered":"M\u00fc\u015fteri Memnuniyeti puan\u0131 veya CSAT puan\u0131 nedir?"},"content":{"rendered":"<h2><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti puan\u0131: Tan\u0131m<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti puan\u0131 (CSAT puan\u0131),&nbsp;<\/span><span>tek soruluk bir anket yoluyla&nbsp;<\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">m\u00fc\u015fteri memnuniyet d\u00fczeyinin \u00f6l\u00e7\u00fcm\u00fcd\u00fcr.&nbsp;<\/span><\/a><span data-preserver-spaces=\"true\">Kullan\u0131c\u0131lardan markan\u0131n \u00fcr\u00fcnleri veya hizmetleriyle ilgili deneyimlerini derecelendirmelerini ister.&nbsp;M\u00fc\u015fteriler, &#8220;son derece memnun de\u011fil&#8221; ile &#8220;son derece memnun&#8221; aras\u0131nda bir skalaya g\u00f6re yan\u0131t verirler.&nbsp;\u0130\u015fletmeler, ma\u011faza ziyareti, sat\u0131\u015f noktas\u0131, \u00fcr\u00fcn kullan\u0131m\u0131 veya m\u00fc\u015fteri destek personeli ile dijital g\u00f6r\u00fc\u015fme gibi \u00f6nemli temas noktalar\u0131nda memnuniyet d\u00fczeylerini belirlemek i\u00e7in puan\u0131 kullanabilir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">CSAT puan\u0131, \u00fcr\u00fcn ve hizmetlerinizin m\u00fc\u015fterinin beklentilerini ne kadar iyi kar\u015f\u0131lad\u0131\u011f\u0131n\u0131n bir g\u00f6stergesidir.&nbsp;\u00c7oktan se\u00e7meli sorulara verilen yan\u0131tlar olarak payla\u015f\u0131lan geri bildirimlerden hesaplan\u0131r.&nbsp;Bir\u00e7ok yolla veri toplayabilmenize ra\u011fmen, anketler en yayg\u0131n veri toplama \u015feklidir.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">CSAT puan\u0131 nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr?<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti anketi, geri bildirim almak i\u00e7in bir \u00f6n seviye anketidir.&nbsp;G\u00f6r\u00fc\u015flerinin ard\u0131ndaki kesin nedenleri \u00f6\u011frenmek i\u00e7in daha fazla soru ile takip edebilirsiniz.&nbsp;Bu, onlar\u0131n deneyimleri hakk\u0131nda kesin bilgiler edinmenize yard\u0131mc\u0131 olacakt\u0131r.&nbsp;<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">QuestionPro&nbsp;<\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/survey-templates\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">&nbsp;haz\u0131r \u015fablonlar<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;sunar , b\u00f6ylece anket olu\u015fturmak i\u00e7in zaman kaybetmenize gerek kalmaz.&nbsp;Ayarlad\u0131ktan sonra, puan\u0131 hesaplamak kolay bir matematiktir.&nbsp;\u201c Memnun&nbsp;<\/span><span data-preserver-spaces=\"true\">\u201d ve \u201cson derece memnun\u201d yan\u0131t\u0131n\u0131 veren memnun m\u00fc\u015fteri say\u0131s\u0131n\u0131 yan\u0131tlayanlar\u0131n say\u0131s\u0131na b\u00f6l\u00fcn.&nbsp;Memnun m\u00fc\u015fterilerin y\u00fczdesini elde etmek i\u00e7in bu say\u0131y\u0131 100 ile \u00e7arp\u0131n.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u0130lgili blog:&nbsp;&nbsp;&nbsp;<\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/how-to-measure-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr?<\/span><\/a><\/p>\n<h2><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti puan\u0131 \u00f6rnekleri<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">Diyelim ki bir e-ticaret ma\u011fazan\u0131z var.&nbsp;Al\u0131\u015fveri\u015f yapanlardan \u00f6deme deneyimlerini derecelendirmelerini istersiniz.&nbsp;Anketi yan\u0131tlayan 500 ki\u015fiden 250&#8217;si \u201cmemnun\u201d veya \u201cson derece memnun\u201d yan\u0131t\u0131n\u0131 veriyor.&nbsp;250&#8217;yi 500&#8217;e b\u00f6lerek 0,5 elde edersiniz.&nbsp;Bu say\u0131y\u0131 100 ile \u00e7arp\u0131n ve %50 m\u00fc\u015fteri memnuniyeti puan\u0131n\u0131z olsun.&nbsp;<\/span><\/p>\n<p><strong><span>M\u00fc\u015fteri memnuniyeti anketi \u00f6rne\u011fi: Starbucks<\/span><\/strong><\/p>\n<p><span data-preserver-spaces=\"true\">\u00d6nde gelen kahve zincirlerinden biri olan Starbucks, k\u0131sa ve net sorular, \u00f6zelle\u015ftirilmi\u015f g\u00f6r\u00fcn\u00fcm ve his ve do\u011fru hedef kitle ile anketler yap\u0131yor.&nbsp;Yan\u0131tlara dayanarak,&nbsp;<\/span><span>nas\u0131l daha iyi \u00fcr\u00fcn ve hizmetler sunabilecekleri konusunda eyleme ge\u00e7irilebilir i\u00e7g\u00f6r\u00fcler elde etmek i\u00e7in CSAT puan\u0131n\u0131 ve&nbsp;<\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">M\u00fc\u015fteri Eforu Puan\u0131n\u0131 (CES) hesaplarlar.<\/span><\/a><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-95847 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/Starbucks-2-e1585920327419.jpg\" sizes=\"(max-width: 834px) 100vw, 834px\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/Starbucks-2-e1585920327419.jpg 834w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/Starbucks-2-e1585920327419-300x209.jpg 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/Starbucks-2-e1585920327419-450x313.jpg 450w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/Starbucks-2-e1585920327419-768x534.jpg 768w\" alt=\"m\u00fc\u015fteri memnuniyet puan\u0131 nedir\" width=\"834\" height=\"580\"><\/p>\n<p><span>Daha fazla bilgi edinin:&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-satisfaction-survey-examples\/\"><span>7 \u00c7\u0131\u011f\u0131r a\u00e7an m\u00fc\u015fteri memnuniyeti anketi \u00f6rne\u011fi<\/span><\/a><\/p>\n<h2><strong><span data-preserver-spaces=\"true\">CSAT puan \u00f6l\u00e7e\u011fini anlama<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">CSAT sorular\u0131n\u0131n tasar\u0131m\u0131 ve anla\u015f\u0131lmas\u0131 kolayd\u0131r.&nbsp;<\/span><span data-preserver-spaces=\"true\">Tipik olarak, CSAT puan \u00f6l\u00e7e\u011fi a\u015fa\u011f\u0131daki se\u00e7eneklerden olu\u015fur.<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">son derece tatminsiz&nbsp;<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">tatminsiz<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Do\u011fal<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Memnun<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Son derece memnun<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Yukar\u0131daki gibi 5 puanl\u0131k bir \u00f6l\u00e7ek yerine 10 puanl\u0131k bir \u00f6l\u00e7ek de kullanabilirsiniz.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u00c7ok uzun bir terazi kullan\u0131rken dikkatli olun.&nbsp;Daha fazla se\u00e7enek daha ayr\u0131nt\u0131l\u0131 yan\u0131tlara izin verse de, m\u00fc\u015fterileri uzakla\u015ft\u0131rma riskiniz vard\u0131r.&nbsp;Bir\u00e7ok se\u00e7enek g\u00f6rd\u00fcklerinde ilgilerini kaybetme e\u011filimindedirler.&nbsp;\u00d6zellikle mobil kullan\u0131c\u0131lar i\u00e7in ge\u00e7erlidir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Ayr\u0131ca \u00f6l\u00e7e\u011finizi ters \u00e7evirmekten ka\u00e7\u0131nmak isteyeceksiniz.&nbsp;\u0130nsanlar a\u015fa\u011f\u0131y\u0131 k\u00f6t\u00fc, yukar\u0131y\u0131 iyi olarak g\u00f6rmeye programlanm\u0131\u015ft\u0131r.&nbsp;1&#8217;in son derece memnun ve 5&#8217;in son derece memnun olmad\u0131\u011f\u0131 de\u011ferleri de\u011fi\u015ftirerek, kat\u0131l\u0131mc\u0131lar\u0131n kazara ger\u00e7ek fikirlerinin tersini se\u00e7me riskini al\u0131rs\u0131n\u0131z.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">NPS ve CSAT puan\u0131<\/span><\/strong><\/h3>\n<p><span data-preserver-spaces=\"true\">Memnuniyeti belirlemek i\u00e7in kullanabilece\u011finiz tek y\u00f6ntem m\u00fc\u015fteri memnuniyet puan\u0131 de\u011fildir.&nbsp;<\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">Net Destek\u00e7i Puan\u0131 (NPS)<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;da m\u00fc\u015fteri deneyimi ve sadakati hakk\u0131nda daha fazla bilgi edinmenize yard\u0131mc\u0131 olur.&nbsp;<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u0130kisi aras\u0131ndaki en \u00f6nemli fark, sorunun oda\u011f\u0131nda yatmaktad\u0131r.&nbsp;<\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">CSAT anket<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;sorular\u0131 m\u00fc\u015fterilerle belirli etkile\u015fimleri hedeflerken, NPS sorular\u0131 marka sadakatini ve m\u00fc\u015fteri memnuniyetini kontrol eder.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u00d6rne\u011fin, yak\u0131n zamanda m\u00fc\u015fteri hizmetleriyle g\u00f6r\u00fc\u015fen ki\u015filere bir CSAT puan\u0131 anketi g\u00f6nderebilirsiniz.&nbsp;Soruyu, ho\u015f bir deneyim ya\u015fay\u0131p ya\u015famad\u0131klar\u0131n\u0131 \u00f6\u011frenmek i\u00e7in uyarlars\u0131n\u0131z.&nbsp;Bir NPS anketinde, kullan\u0131c\u0131lara, genel deneyimlerini g\u00f6z \u00f6n\u00fcnde bulundurarak \u00fcr\u00fcnlerinizi arkada\u015flar\u0131na ve ailelerine tavsiye edip etmeyeceklerini sorars\u0131n\u0131z.&nbsp;\u0130\u015fletmenizi tavsiye etme olas\u0131l\u0131klar\u0131na g\u00f6re destekleyiciler, pasifler ve k\u00f6t\u00fcleyenler olarak s\u0131n\u0131fland\u0131r\u0131l\u0131rlar.<\/span><\/p>\n<h2><strong><span data-preserver-spaces=\"true\">CSAT anketleri olu\u015fturmak i\u00e7in 4 Neden<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">Anket sonu\u00e7lar\u0131na dayanarak, mutlu ve \u00e7ok mutlu olmayan m\u00fc\u015fterilerinizi belirleyebilirsiniz.&nbsp;Onlara nas\u0131l daha iyi hizmet edebilece\u011finizi \u00f6\u011frenmek i\u00e7in onlarla ba\u011flant\u0131 kurun.&nbsp;Bu t\u00fcr konu\u015fmalar yeni i\u015f f\u0131rsatlar\u0131 yaratabilirken, memnun olmayan kullan\u0131c\u0131lar hakk\u0131nda daha fazla bilgi edinmek, deneyimlerini geli\u015ftirmek i\u00e7in h\u0131zl\u0131 ad\u0131mlar atman\u0131za yard\u0131mc\u0131 olacakt\u0131r.&nbsp;<\/span><\/p>\n<ol>\n<li><strong><span data-preserver-spaces=\"true\">Anlamas\u0131 kolay<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Anket sorular\u0131 k\u0131sa ve anla\u015f\u0131lmas\u0131 kolayd\u0131r.&nbsp;Kat\u0131l\u0131mc\u0131lar\u0131n fazla d\u00fc\u015f\u00fcnmelerine veya a\u015f\u0131r\u0131 karma\u015f\u0131k cevaplar vermelerine gerek yoktur;&nbsp;markan\u0131zla ilgili deneyimlerinden keyif al\u0131p almad\u0131klar\u0131n\u0131 soruyorsunuz.&nbsp;Kendilerini k\u00fc\u00e7\u00fcmsedi\u011finizi d\u00fc\u015f\u00fcnmedikleri i\u00e7in, m\u00fc\u015fteriler sorunuzu yan\u0131tlama yetkisine sahiptir.<\/span><\/p>\n<ol start=\"2\">\n<li><strong><span data-preserver-spaces=\"true\">\u0130yile\u015ftirme alanlar\u0131n\u0131 belirleyin<\/span><\/strong><\/li>\n<\/ol>\n<p><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">&nbsp;M\u00fc\u015fteri memnuniyet puan\u0131 anketleri, t\u00fcm m\u00fc\u015fteri yolculu\u011funu<\/span><\/a><span>&nbsp;izlemenize olanak tan\u0131r&nbsp;<\/span><span data-preserver-spaces=\"true\">.&nbsp;Kullan\u0131c\u0131lar\u0131n\u0131z\u0131 bunaltmadan her temas noktas\u0131nda s\u00fcreci ba\u015flatabilirsiniz.&nbsp;\u00d6rne\u011fin, bir i\u015flemden veya hizmet departman\u0131yla bir etkile\u015fimden sonra geri bildirim isteyebilirsiniz.&nbsp;Yan\u0131tlar, i\u015fletmenizin iyile\u015ftirme alanlar\u0131n\u0131 ke\u015ffetmenize yard\u0131mc\u0131 olabilir.&nbsp;<\/span><\/p>\n<ol start=\"3\">\n<li><strong><span data-preserver-spaces=\"true\">Zamandan tasarruf<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Anketlerin ayarlanmas\u0131 ve yan\u0131tlanmas\u0131 yaln\u0131zca birka\u00e7 dakika s\u00fcrer.&nbsp;\u00d6nemli bir yat\u0131r\u0131m getirisi ile b\u00fcy\u00fck bir kitleden veri toplayabilirsiniz.&nbsp;Odak gruplar\u0131 ve bire bir g\u00f6r\u00fc\u015fmeler gibi di\u011fer veri toplama y\u00f6ntemleriyle kar\u015f\u0131la\u015ft\u0131r\u0131ld\u0131\u011f\u0131nda, e-posta anketleri daha fazla de\u011fer sunar.<\/span><\/p>\n<ol start=\"4\">\n<li><strong><span data-preserver-spaces=\"true\">Analizi kolay<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Anket ara\u00e7lar\u0131, raporlar olu\u015fturman\u0131za, verileri d\u0131\u015fa aktarman\u0131za, filtreler uygulaman\u0131za ve ekiple i\u015fbirli\u011fi yapman\u0131za olanak tan\u0131r.&nbsp;Verilerin \u00e7ok boyutlu g\u00f6r\u00fcn\u00fcm\u00fcn\u00fc elde etmek i\u00e7in bunlar\u0131 \u00fc\u00e7\u00fcnc\u00fc taraf yaz\u0131l\u0131mlarla da entegre edebilirsiniz.<\/span><\/p>\n<h2><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti puan\u0131 ne zaman \u00f6l\u00e7\u00fcl\u00fcr?<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fterilerle etkile\u015fime ge\u00e7ti\u011finiz her an memnuniyeti \u00f6l\u00e7ebilirsiniz.&nbsp;Soru sorman\u0131z gereken en kritik temas noktalar\u0131ndan baz\u0131lar\u0131 \u015funlard\u0131r:<\/span><\/p>\n<ol>\n<li><strong><span data-preserver-spaces=\"true\">Yolculu\u011fun ba\u015flang\u0131c\u0131<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Potansiyel m\u00fc\u015fterilerden bir sat\u0131n alma i\u015flemi ger\u00e7ekle\u015ftirmeden \u00f6nce markan\u0131zla ilgili deneyimlerini de\u011ferlendirmelerini isteyin.&nbsp;Bir \u00fcr\u00fcn sat\u0131n al\u0131p almad\u0131\u011f\u0131n\u0131za bakmaks\u0131z\u0131n, onlar\u0131n fikirlerine \u00f6nem verdi\u011finizi bilmekten keyif alacaklard\u0131r.<\/span><\/p>\n<ol start=\"2\">\n<li><strong><span data-preserver-spaces=\"true\">\u00d6deme<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">\u00d6deme s\u00fcrecinin sonu, deneyim hakk\u0131nda bilgi almak i\u00e7in do\u011fal bir noktad\u0131r.&nbsp;M\u00fc\u015fteriler, markan\u0131z\u0131n sorunsuz bir sat\u0131n alma s\u00fcreci sa\u011flay\u0131p sa\u011flamad\u0131\u011f\u0131n\u0131 size s\u00f6ylemeye haz\u0131rd\u0131r.<\/span><\/p>\n<ol start=\"3\">\n<li><strong><span data-preserver-spaces=\"true\">\u00dcr\u00fcn kullan\u0131m\u0131<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Kullan\u0131c\u0131lar\u0131n\u0131z\u0131n mutlu olup olmad\u0131\u011f\u0131n\u0131 \u00f6\u011frenmek i\u00e7in yakla\u015f\u0131k \u00fc\u00e7 ayda bir anket g\u00f6nderin.&nbsp;Sat\u0131n almalar\u0131n\u0131 yapt\u0131ktan sonra genel deneyimlerini takip etmenize yard\u0131mc\u0131 olur.&nbsp;\u00d6rne\u011fin, abonelik hizmeti \u00fcyelerinize, yenilemeleri gerekmeden birka\u00e7 ay \u00f6nce memnun olup olmad\u0131klar\u0131n\u0131 sorun.&nbsp;Varsa sorunlar\u0131 \u00e7ok ge\u00e7 olmadan \u00e7\u00f6zmeniz i\u00e7in size yeterli zaman tan\u0131r.<\/span><\/p>\n<ol start=\"4\">\n<li><strong><span data-preserver-spaces=\"true\">\u00dcr\u00fcn deste\u011finin ard\u0131ndan<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">M\u00fckemmel hizmet ve destek sa\u011flamak, uzun vadeli i\u015f ba\u015far\u0131s\u0131 i\u00e7in esast\u0131r.&nbsp;M\u00fc\u015fteriler sorunlar\u0131n\u0131 \u00e7\u00f6zm\u00fcyorsa, daha iyi \u00e7\u00f6z\u00fcmler araman\u0131z gerekir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u0130yi bir puan almak i\u00e7in d\u00fczenli aral\u0131klarla anket yap\u0131n ve puanlardaki de\u011fi\u015fimi analiz edin.&nbsp;De\u011fi\u015fimin ve tetik noktalar\u0131n arkas\u0131ndaki temel nedeni ara\u015ft\u0131r\u0131n.<\/span><\/p>\n<h2><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti puanlar\u0131 nas\u0131l art\u0131r\u0131l\u0131r?<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">A\u00e7\u0131k cevap \u015fu olabilir: \u00fcr\u00fcnlerinizi\/hizmetlerinizi iyile\u015ftirin.&nbsp;Ancak, bazen bu kadar basit de\u011fildir.&nbsp;\u0130\u015fte \u201cm\u00fc\u015fteri memnuniyeti\u201d yaratman\u0131n yollar\u0131ndan baz\u0131lar\u0131.&nbsp;<\/span><span data-preserver-spaces=\"true\">Bu y\u00f6ntemler, \u00e7e\u015fitli end\u00fcstrilerdeki bir\u00e7ok kurulu\u015f taraf\u0131ndan denenmi\u015f ve test edilmi\u015ftir.&nbsp;<\/span><\/p>\n<ol>\n<li><span data-preserver-spaces=\"true\">\u00c7ok kanall\u0131 ileti\u015fim<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">\u00d6d\u00fcl sadakati<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">hediyeler g\u00f6nder<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Topluluklar olu\u015fturun<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Birden \u00e7ok kaynaktan gelen verileri entegre edin<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">E\u011fitim ve destek<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">\u0130ncelemelere g\u00f6re hareket et<\/span><\/li>\n<\/ol>\n<h2><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti puan\u0131n\u0131n art\u0131lar\u0131 ve eksileri<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">T\u00fcm metrikler gibi, memnuniyet puan\u0131n\u0131n da avantajlar\u0131 ve dezavantajlar\u0131 vard\u0131r.&nbsp;Onlar\u0131 h\u0131zl\u0131ca ge\u00e7elim.<\/span><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">Art\u0131lar\u0131<\/span><\/strong><\/h3>\n<ul>\n<li><span data-preserver-spaces=\"true\">\u00c7evrimi\u00e7i anketlerin uygulanmas\u0131 h\u0131zl\u0131, sorunsuz ve uygun maliyetlidir.&nbsp;Bu anketlerden al\u0131nan yan\u0131tlar\u0131n yorumlanmas\u0131 kolayd\u0131r ve e\u011filimleri ortaya \u00e7\u0131karmaya ve bo\u015fluklar\u0131 kapatmak i\u00e7in planlar tasarlamaya yard\u0131mc\u0131 olur.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Amerikan M\u00fc\u015fteri Memnuniyeti Endeksi, 1995 y\u0131l\u0131na kadar giden standartlar\u0131 kar\u015f\u0131la\u015ft\u0131rm\u0131\u015ft\u0131r. Kurulu\u015funuzun puanlar\u0131n\u0131 rakiplerinizle kar\u015f\u0131la\u015ft\u0131rmay\u0131 kolayla\u015ft\u0131r\u0131r.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">M\u00fc\u015fteriler, markalar geri bildirim istedi\u011finde ho\u015flan\u0131r ve iyi hisseder.&nbsp;Markalar\u0131n i\u00e7g\u00f6r\u00fcler toplamas\u0131na ve ili\u015fkileri geli\u015ftiren t\u00fcm endi\u015feleri ele almas\u0131na olanak tan\u0131r.<\/span><\/li>\n<\/ul>\n<h3><strong><span data-preserver-spaces=\"true\">Eksileri<\/span><\/strong><\/h3>\n<ul>\n<li><span data-preserver-spaces=\"true\">Memnuniyet \u00f6zneldir ve farkl\u0131 insanlar i\u00e7in farkl\u0131 anlamlara gelebilir.&nbsp;Bir m\u00fc\u015fteri i\u00e7in ortalama bir deneyim, di\u011feri i\u00e7in iyi bir deneyim olabilir.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Memnun olmayan veya tarafs\u0131z m\u00fc\u015fteriler, geri bildirim anketlerinizi aktif olarak doldurmayabilir ve \u00e7arp\u0131k anket sonu\u00e7lar\u0131 olu\u015fturabilir.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Memnuniyet, dikkate al\u0131nmas\u0131 gereken tek duygu olamaz.&nbsp;Markalar, somut sonu\u00e7lar i\u00e7in \u00f6fke, hayal k\u0131r\u0131kl\u0131\u011f\u0131, zevk vb. insani duygular\u0131 da dikkate almal\u0131d\u0131r.<\/span><\/li>\n<\/ul>\n<h2><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti puan\u0131n\u0131 \u00f6l\u00e7mek neden \u00f6nemlidir?<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">\u00c7evik bir d\u00fcnyada ya\u015fad\u0131\u011f\u0131m\u0131z i\u00e7in, m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek ve puanlar\u0131 d\u00fczenli olarak analiz etmek giderek daha \u00f6nemli hale geliyor.&nbsp;Birka\u00e7 dezavantaj\u0131 olsa da, sat\u0131\u015flar\u0131 tahmin etmeye ve pazarlama stratejisi olu\u015fturmaya yard\u0131mc\u0131 olabilir.<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Tekrarlanan sat\u0131n almalar\u0131 art\u0131r\u0131n<\/span><\/strong><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Yak\u0131n zamanda yap\u0131lan bir ara\u015ft\u0131rma, tek, olumlu ve tatmin edici bir m\u00fc\u015fteri hizmeti deneyiminin bile tekrar sat\u0131\u015flar\u0131 %86 oran\u0131nda art\u0131rmak i\u00e7in yeterli oldu\u011funu g\u00f6steriyor.&nbsp;Puan\u0131n\u0131z d\u00fc\u015f\u00fckse, potansiyel olarak i\u015fletme gelirinizi kaybediyor olabilirsiniz.&nbsp;T\u00fcm m\u00fc\u015fteri temas noktalar\u0131n\u0131z\u0131 tekrar ziyaret edebilir ve sorunlar\u0131 \u00e7\u00f6zmeyi deneyebilirsiniz.&nbsp;<\/span><span data-preserver-spaces=\"true\">Y\u00fcksek memnuniyet, sad\u0131k ve mevcut m\u00fc\u015fterilerinizden tekrar sat\u0131n almalar\u0131 te\u015fvik eder ve sa\u011flar.&nbsp;<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Daha fazla i\u015f edinin<\/span><\/strong><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Memnun olmayan m\u00fc\u015fterilerin k\u00f6t\u00fc deneyimleri hakk\u0131nda arkada\u015flar\u0131 ve aileleriyle konu\u015fma olas\u0131l\u0131klar\u0131 daha y\u00fcksektir.&nbsp;Sadece markan\u0131z\u0131n itibar\u0131n\u0131 zedelemekle kalmaz, ayn\u0131 zamanda i\u015fletme gelirinizi de olumsuz etkileyebilir.&nbsp;<\/span><span data-preserver-spaces=\"true\">Deneyimi iyile\u015ftirmek i\u00e7in harekete ge\u00e7mek, daha fazla say\u0131da memnun m\u00fc\u015fteriyle sonu\u00e7lan\u0131r.&nbsp;Ayr\u0131ca markan\u0131z\u0131 arkada\u015flar\u0131na ve meslekta\u015flar\u0131na tavsiye etme olas\u0131l\u0131klar\u0131n\u0131 da art\u0131r\u0131r.&nbsp;<a href=\"https:\/\/www.questionpro.com\/blog\/5-strategies-improve-net-promoter-score\/\">Bu nedenle, m\u00fc\u015fteri memnuniyetini ve sadakatini \u00f6l\u00e7mek, i\u015fletmelerin NPS&#8217;sini iyile\u015ftirmeye<\/a>&nbsp;yol a\u00e7ar&nbsp;.<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Daha karl\u0131 bir i\u015f<\/span><\/strong><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Daha az destek\u00e7i ve tekrar eden i\u015f, k\u00f6t\u00fc a\u011f\u0131zdan a\u011fza ileti\u015fim ve y\u00fcksek sat\u0131n alma maliyetleri ile birle\u015fti\u011finde, i\u015finiz ciddi bir darbe alabilir.&nbsp;Operasyonel maliyetlerinizi ve karl\u0131l\u0131\u011f\u0131n\u0131z\u0131 ciddi \u015fekilde etkileyebilirler.&nbsp;M\u00fc\u015fteriler bir \u00fcr\u00fcn hatt\u0131ndan memnun kald\u0131klar\u0131nda, di\u011fer \u00fcr\u00fcn ve hizmetlerinizi yukar\u0131 satabilir ve \u00e7apraz sat\u0131\u015f yapabilirsiniz.<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Daha az \u00e7al\u0131\u015fan kayb\u0131<\/span><\/strong><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">\u0130yile\u015ftirilmi\u015f m\u00fc\u015fteri memnuniyeti puanlar\u0131 ile hizmet temsilcileriniz daha az soru ve \u015fikayet alacakt\u0131r.&nbsp;Bir ara\u015ft\u0131rma, ortalama bir servis temsilcisinin her g\u00fcn yakla\u015f\u0131k on d\u00fc\u015fmanca arama ald\u0131\u011f\u0131n\u0131 g\u00f6steriyor.&nbsp;Onlarla iyi ba\u015fa \u00e7\u0131kabilirler, ancak m\u00fc\u015fterilerinizi mutlu etmek i\u00e7in b\u00fcy\u00fck \u00e7aba sarf etmeleri gerekiyorsa, operasyonlar\u0131n\u0131za dikkatlice bakman\u0131z gerekebilir.&nbsp;Ajanlar\u0131n\u0131z\u0131n ancak bu kadar uzun s\u00fcre cesurca devam etmeleri beklenebilir.&nbsp;E\u011filim devam ederse, sonunda organizasyondan \u00e7\u0131kacaklar.&nbsp;<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u0130yi m\u00fc\u015fteri geri bildirimi almak, \u00e7al\u0131\u015fanlar\u0131n moralini art\u0131r\u0131r ve onlar\u0131 daha da iyi \u00fcr\u00fcn ve hizmetler sunmaya te\u015fvik eder.&nbsp;Ayr\u0131ca kurulu\u015flar\u0131n \u00e7al\u0131\u015fan kay\u0131p oran\u0131n\u0131 d\u00fc\u015f\u00fck tutmas\u0131na yard\u0131mc\u0131 olur.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri memnuniyeti puan\u0131: Tan\u0131m M\u00fc\u015fteri memnuniyeti puan\u0131 (CSAT puan\u0131),&nbsp;tek soruluk bir anket yoluyla&nbsp;m\u00fc\u015fteri memnuniyet d\u00fczeyinin \u00f6l\u00e7\u00fcm\u00fcd\u00fcr.&nbsp;Kullan\u0131c\u0131lardan markan\u0131n \u00fcr\u00fcnleri veya hizmetleriyle [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":355750,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_focuskw":"m\u00fc\u015fteri memnuniyeti puan\u0131","_yoast_wpseo_title":"","_yoast_wpseo_metadesc":"","_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 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