{"id":388616,"date":"2022-06-27T23:39:14","date_gmt":"2022-06-28T06:39:14","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=388616"},"modified":"2022-12-21T14:28:54","modified_gmt":"2022-12-21T14:28:54","slug":"how-to-measure-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/how-to-measure-customer-satisfaction\/","title":{"rendered":"7 farkl\u0131 \u015fekilde m\u00fc\u015fteri memnuniyeti nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr"},"content":{"rendered":"<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti (CSAT), m\u00fc\u015fterilerinizin \u00fcr\u00fcnleriniz veya hizmetleriniz hakk\u0131nda nas\u0131l hissetti\u011fini anlamak&nbsp;&nbsp;i\u00e7in \u00f6nemli bir&nbsp;<a href=\"https:\/\/www.questionpro.com\/cx\/\">m\u00fc\u015fteri deneyimi \u00f6l\u00e7\u00fcm\u00fcd\u00fcr.&nbsp;<\/a><\/span><span data-preserver-spaces=\"true\">M\u00fc\u015fterilerinizle ba\u011flant\u0131 kurmak, m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7menin tek ger\u00e7ek yoludur.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyetini \u00f6l\u00e7menin en yayg\u0131n y\u00f6ntemlerinden biri anketlerdir.&nbsp;Yan\u0131t verenler&nbsp;<\/span><span data-preserver-spaces=\"true\">, \u00e7oktan se\u00e7meli sorular, derecelendirme sorular\u0131, a\u00e7\u0131k u\u00e7lu sorular vb. arac\u0131l\u0131\u011f\u0131yla geri bildirimlerini kaydeder.&nbsp;<\/span><span data-preserver-spaces=\"true\">&nbsp;M\u00fc\u015fteri memnuniyeti \u00f6l\u00e7\u00fcm ara\u00e7lar\u0131, \u00e7evrimi\u00e7i anketler arac\u0131l\u0131\u011f\u0131yla ger\u00e7ek zamanl\u0131 bilgiler toplaman\u0131za ve m\u00fckemmel deneyimler sunman\u0131za yard\u0131mc\u0131 olabilir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">A\u015fa\u011f\u0131daki soruya verilen cevaplardan&nbsp;<a href=\"https:\/\/www.questionpro.com\/blog\/what-is-customer-satisfaction-score\/\">CSAT puan\u0131n\u0131z\u0131<\/a>&nbsp;\u00f6l\u00e7ebilirsiniz ,<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u201c[\u00dcr\u00fcn\/hizmet] ile ilgili genel memnuniyetinizi nas\u0131l de\u011ferlendirirsiniz?\u201d<\/span><\/p>\n<p>Se\u00e7enekler tipik olarak memnuniyet d\u00fczeyinin bir ucundan z\u0131t kutbuna kadar de\u011fi\u015fir.<\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Hi\u00e7 tatmin olmam\u0131\u015f<\/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\">\u00c7ok Tatmin oldum<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">&#8216;Memnun&#8217; ve &#8216;\u00c7ok memnun&#8217; yan\u0131tlar\u0131n\u0131n say\u0131s\u0131 ne kadar y\u00fcksekse, puan da o kadar y\u00fcksek olur.&nbsp;M\u00fc\u015fterilerin \u00fcr\u00fcn ve hizmetlerden memnun oldu\u011fu anlam\u0131na gelir.&nbsp;Sad\u0131k kalmalar\u0131 ve istikrarl\u0131 i\u015f b\u00fcy\u00fcmesine yol a\u00e7malar\u0131 muhtemeldir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Farkl\u0131 i\u015fletmeler i\u00e7in&nbsp;haz\u0131r&nbsp;<a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">m\u00fc\u015fteri memnuniyeti anketi \u015fablonlar\u0131n\u0131 da kullanabilirsiniz.<\/a><\/span><\/p>\n<h2><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti (CSAT) nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr?<\/span><\/h2>\n<p><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">&nbsp;Bazen stratejistler ve pazarlamac\u0131lar i\u00e7in bir hareket tarz\u0131 se\u00e7mek ve m\u00fc\u015fteri memnuniyetini<\/span><\/a>&nbsp;\u00f6l\u00e7mek zordur&nbsp;<span data-preserver-spaces=\"true\">.&nbsp;Mutlulu\u011fu art\u0131rma ve elde tutma \u015fekliniz kurulu\u015funuza \u00f6zg\u00fc olacakt\u0131r.&nbsp;Yine de, sekt\u00f6r\u00fcn\u00fcz ve sundu\u011funuz \u00fcr\u00fcn ve hizmetler ne olursa olsun, tatmin edici bir deneyimin unsurlar\u0131 benzer stratejilerle \u00f6l\u00e7\u00fclebilir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyetini ba\u015far\u0131l\u0131 bir \u015fekilde \u00f6l\u00e7mek i\u00e7in izlemeniz gereken yedi temel ad\u0131m\u0131 \u00f6zetledik.<\/span><\/p>\n<ol>\n<li>\n<h3><span data-preserver-spaces=\"true\">Ara\u015ft\u0131rma oda\u011f\u0131n\u0131z\u0131 tan\u0131mlay\u0131n.<\/span><\/h3>\n<\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">CSAT&#8217;\u0131 \u00f6l\u00e7me aray\u0131\u015f\u0131n\u0131za ba\u015flamadan \u00f6nce net hedefler belirlemeniz gerekir.&nbsp;Neden \u00f6l\u00e7\u00fcyoruz?&nbsp;Ya da neden \u015fimdi?&nbsp;\u00d6l\u00e7\u00fcm\u00fcn\u00fcz veya verileriniz kesin bir odaklanma olmadan \u00e7arp\u0131k olabilir ve hedeflerinize ula\u015fman\u0131za yard\u0131mc\u0131 olmayabilir.&nbsp;Markan\u0131za, yeteneklerinize vb. ba\u011fl\u0131 olarak egzersizinize ba\u015flad\u0131\u011f\u0131n\u0131zda \u00e7ok fazla veri alacaks\u0131n\u0131z. Verileri iyi kullanmak i\u00e7in ak\u0131lda net bir hedef var.&nbsp;Planlar\u0131n\u0131za ve eylemlerinize rehberlik edecek ve harika sonu\u00e7lar do\u011furacakt\u0131r.&nbsp;Bo\u015fluk alanlar\u0131n\u0131 ele almak ve s\u00fcre\u00e7lerinizi yumu\u015fatmak i\u00e7in bundan elde edilen bilgileri kullan\u0131n.<\/span><\/p>\n<ol start=\"2\">\n<li>\n<h3><span data-preserver-spaces=\"true\">Bir plan tasarlay\u0131n.<\/span><\/h3>\n<\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Art\u0131k kafan\u0131zda net bir hedef oldu\u011funa g\u00f6re, bunu ba\u015farmak i\u00e7in bir plana ihtiyac\u0131n\u0131z var.&nbsp;<\/span><span data-preserver-spaces=\"true\">Bu plan, toplanan geri bildirimlere&nbsp;<\/span>dayal\u0131 olarak eylemlere d\u00f6n\u00fc\u015ft\u00fcr\u00fclmelidir&nbsp;<span data-preserver-spaces=\"true\">.&nbsp;Bu, web sitenizin gezinmesini, m\u00fc\u015fteri destek sistemlerini geli\u015ftirmek, bir bilgi taban\u0131 olu\u015fturmak, s\u00fcre\u00e7leri kolayla\u015ft\u0131rmak vb. anlam\u0131na gelebilir.<\/span><\/p>\n<ol start=\"3\">\n<li>\n<h3><span data-preserver-spaces=\"true\">CSAT anket metri\u011finizi se\u00e7in<\/span><\/h3>\n<\/li>\n<\/ol>\n<p><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">CSAT anketleri<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;, m\u00fc\u015fteri memnuniyetini incelemek ve \u00f6l\u00e7mek i\u00e7in m\u00fckemmel bir yoldur.&nbsp;Ancak, tek bedene uyan bir ara\u00e7 de\u011fildir.&nbsp;Odak noktan\u0131za ba\u011fl\u0131 olarak, a\u015fa\u011f\u0131daki m\u00fc\u015fteri memnuniyeti metriklerinden herhangi birini se\u00e7ebilirsiniz.<\/span><\/p>\n<ul>\n<li>\n<h4><span data-preserver-spaces=\"true\">Net Destek\u00e7i Puan\u0131\u00ae (NPS)<\/span><\/h4>\n<\/li>\n<\/ul>\n<p><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/net-promoter-score\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">NPS<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;, &#8216;Kurulu\u015fla ilgili t\u00fcm deneyiminize dayanarak, bunu arkada\u015flar\u0131n\u0131za ve i\u015f arkada\u015flar\u0131n\u0131za \u00f6nerme olas\u0131l\u0131\u011f\u0131n\u0131z nedir?&#8217; sorusunu sorarak m\u00fc\u015fteri sadakatini \u00f6l\u00e7er.&nbsp;NPS anketleri, m\u00fc\u015fteri yolculu\u011funun \u00e7e\u015fitli temas noktalar\u0131nda da\u011f\u0131t\u0131labilir.&nbsp;Her noktadaki puana g\u00f6re iyile\u015ftirme alanlar\u0131n\u0131 belirleyebilirsiniz.&nbsp;\u00d6rne\u011fin, m\u00fc\u015fteri destek ekibi i\u00e7in NPS puan\u0131n\u0131n 5 olmas\u0131, kullan\u0131c\u0131lar\u0131n k\u00f6t\u00fc bir deneyim ya\u015fad\u0131\u011f\u0131 anlam\u0131na gelir.&nbsp;\u0130\u015fletmenizi ba\u015fkalar\u0131na tavsiye etmeleri pek olas\u0131 de\u011fildir.&nbsp;Bu nedenle, y\u00f6netim ekibinin kullan\u0131c\u0131larla olan ili\u015fkilerinin bitmemesini sa\u011flamak i\u00e7in bir eylem alan\u0131 olabilir.<\/span><\/p>\n<p>Daha fazla bilgi edinin:&nbsp;<a href=\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-calculation\/\">Net Destek\u00e7i Puan\u0131 (NPS) nas\u0131l hesaplan\u0131r<\/a><\/p>\n<ul>\n<li>\n<h4><span data-preserver-spaces=\"true\">M\u00fc\u015fteri Memnuniyeti Puan\u0131 (CSAT puan\u0131)<\/span><\/h4>\n<\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">CSAT&nbsp;<\/span><span data-preserver-spaces=\"true\">, \u00fcr\u00fcn\u00fcn\u00fcz veya hizmetinizle ilgili memnuniyet veya memnuniyetsizlik d\u00fczeyini \u00f6l\u00e7er.&nbsp;Genellikle m\u00fc\u015fteriler memnuniyetlerini 1-3, 1-5 veya 1-7 aras\u0131nda derecelendirir.&nbsp;CSAT puan\u0131, \u00fcr\u00fcnlerinizi ve hizmetlerinizi kullanmaktan keyif alan memnun m\u00fc\u015fterilerin y\u00fczde say\u0131s\u0131d\u0131r.&nbsp;Gelecekte de tekliflerinizi sat\u0131n almaya devam etmeleri muhtemeldir.&nbsp;CSAT puan\u0131, sat\u0131\u015flar\u0131 tahmin etmek ve ak\u0131ll\u0131 kararlar almak i\u00e7in m\u00fckemmel bir \u00f6l\u00e7\u00fcm olabilir.<\/span><\/p>\n<ul>\n<li>\n<h4><span data-preserver-spaces=\"true\">M\u00fc\u015fteri Eforu Puan\u0131 (CES)<\/span><\/h4>\n<\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">CSAT&#8217;a olduk\u00e7a benzeyen&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\">&nbsp;CES<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;, m\u00fc\u015fterilerin kullan\u0131m kolayl\u0131\u011f\u0131 veya deneyim konusundaki derecelendirmeleri \u00fczerinde \u00e7al\u0131\u015f\u0131r.&nbsp;Kullan\u0131c\u0131lar\u0131n\u0131z\u0131n yolculuklar\u0131n\u0131n \u00e7e\u015fitli temas noktalar\u0131nda sorunsuz ve sorunsuz bir deneyim ya\u015fay\u0131p ya\u015famad\u0131\u011f\u0131n\u0131 g\u00f6sterir.&nbsp;\u00d6rne\u011fin, CES&#8217;i hesaplamak i\u00e7in a\u015fa\u011f\u0131daki sorular\u0131 kullanabilirsiniz.<\/span><\/p>\n<ul>\n<li>\n<ul>\n<li><span data-preserver-spaces=\"true\">Ma\u011fazam\u0131z\u0131 bulmak ne kadar kolay oldu?<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Makinemizi \u00e7al\u0131\u015ft\u0131rmak ne kadar kolayd\u0131?<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">M\u00fc\u015fteri hizmetleri personelimizle ba\u011flant\u0131 kurmak ne kadar kolayd\u0131?<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">\u0130htiyac\u0131n\u0131z olan belgeleri bulmak ne kadar kolayd\u0131?<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ol start=\"4\">\n<li>\n<h3><span data-preserver-spaces=\"true\">Etkili anketler tasarlay\u0131n.<\/span><\/h3>\n<\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Anketlerinizi tasarlamak \u00e7ok \u00f6nemlidir, \u00e7\u00fcnk\u00fc anket tamamlama ve anket yan\u0131tlama oranlar\u0131n\u0131z\u0131 belirleyecektir.&nbsp;Anketlerin monoton ve uzun olmas\u0131n\u0131 istemezsiniz.&nbsp;Sadece s\u00fcre\u00e7lerinizi iyile\u015ftirece\u011finiz gerekli sorular\u0131 ve verileri sorarak basit tutun.&nbsp;M\u00fc\u015fterileriniz anket doldurmaya istekli olabilir, ancak zamanlar\u0131na kesinlikle sayg\u0131 g\u00f6stermelisiniz.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Anketlerinizi ki\u015fiselle\u015ftirmek, marka renklerinizi ve temalar\u0131n\u0131z\u0131 kullanarak onlar\u0131 inand\u0131r\u0131c\u0131 ve \u00f6zg\u00fcn k\u0131lmak her zaman iyi bir fikirdir.&nbsp;Ayr\u0131ca, verilerinizi b\u00f6l\u00fcmlere ay\u0131rabilir ve&nbsp;<\/span>&nbsp;en iyi sonu\u00e7lar i\u00e7in farkl\u0131&nbsp;<a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/types-of-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">&nbsp;t\u00fcrlerde anketler g\u00f6nderebilirsiniz.<\/span><\/a><\/p>\n<ol start=\"5\">\n<li>\n<h3><span data-preserver-spaces=\"true\">CX \u00f6l\u00e7\u00fcm yaz\u0131l\u0131m\u0131n\u0131 se\u00e7in.<\/span><\/h3>\n<\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">&nbsp;QuestionPro CX&nbsp;<\/span>gibi bir \u00e7evrimi\u00e7i CX \u00f6l\u00e7\u00fcm arac\u0131 kullan\u0131yorsan\u0131z&nbsp;<span data-preserver-spaces=\"true\">, anketlerinizi g\u00f6ndermek i\u00e7in bir\u00e7ok se\u00e7ene\u011finiz vard\u0131r.&nbsp;Anketleri m\u00fc\u015fterilerinize e-posta ile g\u00f6nderebilir, k\u0131sa mesaj servisi (SMS) vb. arac\u0131l\u0131\u011f\u0131yla g\u00f6nderebilirsiniz. Bu se\u00e7eneklere sahip olmak, anketler her yerde ve her zaman al\u0131nabilece\u011finden sa\u011fl\u0131kl\u0131 bir anket yan\u0131tlama oran\u0131na sahip olman\u0131z\u0131 sa\u011flar.&nbsp;SMS anketleri, e-posta anketlerinden 7,5 kat daha fazla yan\u0131t al\u0131r.<\/span><\/p>\n<ol start=\"6\">\n<li>\n<h3><span data-preserver-spaces=\"true\">Verileri toplay\u0131n ve g\u00f6zden ge\u00e7irin.<\/span><\/h3>\n<\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti d\u00fczeylerini nas\u0131l \u00f6l\u00e7ece\u011finizden emin de\u011filseniz, anket verilerinizi yorumlamak da kafa kar\u0131\u015ft\u0131r\u0131c\u0131 olabilir.&nbsp;Geri bildirimi ayr\u0131nt\u0131l\u0131 bir g\u00f6zle g\u00f6zden ge\u00e7irerek ba\u015flay\u0131n.&nbsp;Evet, ek analizlerden bir takip stratejisi olu\u015fturacaks\u0131n\u0131z, ancak \u00f6nce geri bildirimde ne oldu\u011funa a\u015fina olman\u0131z gerekir.&nbsp;Bu \u015fekilde, planlar\u0131n\u0131zdaki g\u00fc\u00e7l\u00fc veya kusurlu bir ad\u0131m\u0131 fark edebilirsiniz.&nbsp;<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Ham verilerde ne oldu\u011funu \u00f6\u011frendikten sonra, raporlama ara\u00e7lar\u0131m\u0131zla sonu\u00e7lar\u0131 \u00f6l\u00e7ebilir ve analiz edebilir ve \u00f6nemli \u00e7\u0131kar\u0131mlar\u0131 \u00e7\u0131karabilirsiniz.&nbsp;Bu noktada, \u00e7e\u015fitli metriklere ba\u015fvurarak ve \u00f6zenle haz\u0131rlanm\u0131\u015f sorular sorarak CSAT&#8217;\u0131 \u00f6l\u00e7t\u00fcn\u00fcz.&nbsp;Ard\u0131ndan, belirledi\u011finiz hedefe ula\u015fmak i\u00e7in stratejinizi olu\u015fturmak i\u00e7in a\u00e7\u0131klad\u0131\u011f\u0131n\u0131z puanlar\u0131 ve sonu\u00e7lar\u0131 alacaks\u0131n\u0131z.&nbsp;<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Genel memnuniyeti hesaplamak i\u00e7in bu basit ad\u0131mlar\u0131 izledi\u011finizde, kurulu\u015funuza iyile\u015ftirme, m\u00fc\u015fteri deneyimini optimize etme, m\u00fc\u015fteriyi elde tutma ve m\u00fc\u015fteri sadakatini art\u0131rma i\u00e7in ihtiya\u00e7 duydu\u011funuz geri bildirimleri sunacaks\u0131n\u0131z.&nbsp;<\/span><\/p>\n<ol start=\"7\">\n<li>\n<h3><span data-preserver-spaces=\"true\">Toplay\u0131n, harekete ge\u00e7in, tekrarlay\u0131n.<\/span><\/h3>\n<\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Verileri uygun \u015fekilde toplar, s\u00fcre\u00e7lerinizde ve sistemlerinizde de\u011fi\u015fiklikler meydana getirmek i\u00e7in harekete ge\u00e7er ve tekrarlarsan\u0131z, yukar\u0131daki t\u00fcm \u00e7abalar\u0131n\u0131z meyve verecektir.&nbsp;Bulgular\u0131n\u0131z destek, fiyatland\u0131rma veya hizmetle ilgili sorunlar\u0131 g\u00fcn \u0131\u015f\u0131\u011f\u0131na \u00e7\u0131karabilir.&nbsp;Bunu bilmek, acil endi\u015felerinizi gidermenize ve sorunsuz ve m\u00fckemmel bir m\u00fc\u015fteri deneyimi sa\u011flaman\u0131za yard\u0131mc\u0131 olacakt\u0131r.&nbsp;Bir s\u00fcre sonra bir \u015fey olabilir.&nbsp;Bunun tek seferlik bir etkinlik olmad\u0131\u011f\u0131n\u0131 ve bunu kurulu\u015funuz veya markan\u0131zla ilgili bir kadansla d\u00fczenli olarak yapman\u0131z gerekti\u011fini belirtmek \u00e7ok \u00f6nemlidir.<\/span><\/p>\n<h2><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyetini \u00f6l\u00e7menin y\u00f6ntemleri nelerdir?<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyetini \u00f6l\u00e7menin bir\u00e7ok yolu olsa da, CSAT verilerini toplamak i\u00e7in kan\u0131tlanm\u0131\u015f y\u00f6ntemlerden baz\u0131lar\u0131 a\u015fa\u011f\u0131dad\u0131r:<\/span><\/p>\n<ol>\n<li><strong><span data-preserver-spaces=\"true\">\u00c7evrimi\u00e7i anketler<\/span><\/strong><\/li>\n<\/ol>\n<p>\u00c7evrimi\u00e7i anketler, CSAT \u00f6l\u00e7\u00fcm\u00fcn\u00fcn en iyi y\u00f6ntemlerinden biridir.&nbsp;Veri toplamaya kolay ve h\u0131zl\u0131 bir \u00e7\u00f6z\u00fcm sunarlar.&nbsp;Hedef kitlenizi se\u00e7in ve anket mant\u0131\u011f\u0131n\u0131 kullanarak ilgili sorular\u0131 sunun.&nbsp;Ankete resimler ve multimedya dosyalar\u0131 da ekleyebilirsiniz.&nbsp;\u00c7evrimi\u00e7i anket ara\u00e7lar\u0131, g\u00f6sterge tablosunu g\u00f6r\u00fcnt\u00fcleme, raporlar olu\u015fturma, filtreleri uygulama ve sonu\u00e7lar\u0131 d\u0131\u015fa aktarma \u00f6zellikleri sunar.&nbsp;<span data-preserver-spaces=\"true\">Bir\u00e7ok CSAT anketi y\u0131ll\u0131k veya alt\u0131 ayda bir yap\u0131l\u0131r.&nbsp;Bunlar de\u011ferlidir ve m\u00fc\u015fteri geri bildirimlerine ili\u015fkin harika bilgiler sa\u011flarken, \u00e7e\u015fitli temas noktalar\u0131nda markan\u0131zla etkile\u015fime girerken m\u00fc\u015fterilerin an\u0131nda tepki vermeyebilirler.&nbsp;Destekle etkile\u015fimleri, muhasebe ile faturaland\u0131rma sorgular\u0131 vb. hakk\u0131nda an\u0131nda m\u00fc\u015fteri geri bildirimi toplamak i\u00e7in takip anketlerini deneyin ve y\u00fcr\u00fct\u00fcn.<\/span><\/p>\n<ol start=\"2\">\n<li><strong><span data-preserver-spaces=\"true\">Pazarlama e-postalar\u0131<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">E-postalar, m\u00fc\u015fterilerinizle etkile\u015fim kurmak ve ayn\u0131 zamanda kaliteli geri bildirim toplamak i\u00e7in ideal bir ara\u00e7t\u0131r.&nbsp;G\u00fcncellemeleri almak i\u00e7in oturum a\u00e7anlar sizden haber almaktan mutluluk duyacakt\u0131r.&nbsp;Anket g\u00f6ndererek veya haber b\u00fcltenlerine ba\u011flant\u0131 ekleyerek onlara anket yapabilirsiniz.<\/span><\/p>\n<ol start=\"3\">\n<li><strong><span data-preserver-spaces=\"true\">Sosyal medya<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Sizin hakk\u0131n\u0131zda payla\u015f\u0131mlarda bulunan, sizin hakk\u0131n\u0131zda olumlu ya da olumsuz konu\u015fan m\u00fc\u015fterilerin markan\u0131z\u0131, \u00fcr\u00fcnlerini, hizmetlerini ve i\u00e7eri\u011fini nas\u0131l g\u00f6rd\u00fcklerini g\u00f6sterir.&nbsp;Sosyal medya, kullan\u0131c\u0131lar\u0131n\u0131z\u0131n geri bildirim sa\u011flama \u015feklini de\u011fi\u015ftirdi;&nbsp;anl\u0131k, samimi ve d\u00fcr\u00fcstt\u00fcr.&nbsp;Facebook, Instagram, LinkedIn veya Twitter gibi sosyal medya kanallar\u0131n\u0131zda yay\u0131nlad\u0131klar\u0131n\u0131za tepki verebilir veya yorum yapabilirler.&nbsp;Sosyal medyada g\u00f6r\u00fclen kendili\u011findenlik, anketler veya telefon anketleri ile \u00e7o\u011falt\u0131lamaz.&nbsp;Bu kanallar\u0131 ve sunduklar\u0131 anketler, incelemeler vb. se\u00e7enekleri maksimum fayda sa\u011flamak i\u00e7in kullan\u0131n.<\/span><\/p>\n<ol start=\"4\">\n<li><strong><span data-preserver-spaces=\"true\">canl\u0131 sohbetler<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Hemen hemen t\u00fcm sekt\u00f6rlerde faaliyet g\u00f6steren i\u015fletmelerin web siteleri vard\u0131r;&nbsp;bunlar aktif olarak \u00fcr\u00fcnler ve hizmetler hakk\u0131nda bilgi sa\u011flar, vaka \u00e7al\u0131\u015fmalar\u0131 ve teknik incelemelere ev sahipli\u011fi yapar ve her t\u00fcrl\u00fc bilgi ve deste\u011fi sa\u011flar.&nbsp;Web siteleri ve uygulamalar i\u00e7indeki canl\u0131 sohbetler, zengin bir bilgi kayna\u011f\u0131d\u0131r.&nbsp;Ziyaret\u00e7ilerinizin veya m\u00fc\u015fterilerinizin ne arad\u0131\u011f\u0131n\u0131, ne beklediklerini vb. \u00f6\u011frenebilirsiniz. Ayr\u0131ca, \u015fu anda de\u011ferli m\u00fc\u015fteri geri bildirimlerini toplayan anketler g\u00f6ndermek yerine onlarla ger\u00e7ek zamanl\u0131 olarak etkile\u015fim kurabilirsiniz.&nbsp;T\u00fcm \u00f6nceki konu\u015fma ge\u00e7mi\u015finiz, g\u00f6zden ge\u00e7irilip \u00f6\u011frenilmesi gereken \u00e7ok \u00f6nemli bilgilerdir.<\/span><\/p>\n<ol start=\"5\">\n<li><strong><span data-preserver-spaces=\"true\">K\u0131sa mesaj servisi (SMS)<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">SMS anketleri, yan\u0131tlayanlar i\u00e7in inan\u0131lmaz derecede uygundur.&nbsp;\u0130\u015fe gidip gelirken, kuyrukta beklerken vs. cep telefonlar\u0131n\u0131 kullanarak sorular\u0131 yan\u0131tlayabilirler. SMS anketlerinin yan\u0131tlanma oranlar\u0131 y\u00fcksektir;&nbsp;m\u00fc\u015fteriler SMS&#8217;lere %45 oran\u0131nda yan\u0131t veriyor, bu da e-postalardan %6 daha fazla.&nbsp;Ara\u015ft\u0131rmalar, m\u00fc\u015fterilerin yakla\u015f\u0131k %31&#8217;inin SMS anketlerine yan\u0131t verdi\u011fini ve bunu kendi yarar\u0131n\u0131za kullanabilece\u011finizi g\u00f6steriyor.<\/span><\/p>\n<ol start=\"6\">\n<li><strong><span data-preserver-spaces=\"true\">Kay\u0131p oran\u0131<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Kay\u0131p oran\u0131, zaman i\u00e7inde kaybedilen m\u00fc\u015fterilerin y\u00fczdesidir.&nbsp;D\u00fczenli olarak anketler yap\u0131yorsan\u0131z ve benzersiz yan\u0131tlar\u0131n say\u0131s\u0131n\u0131 biliyorsan\u0131z, geri bildirim vermeden ayr\u0131lan kullan\u0131c\u0131lar\u0131n say\u0131s\u0131n\u0131 \u00f6l\u00e7ebilirsiniz.&nbsp;Bu m\u00fc\u015fteriler markan\u0131zla ilgilenmez ve rakiplerinize gitme riski alt\u0131ndad\u0131r.&nbsp;Bu say\u0131lara dikkat edin ve bunlar\u0131 plan yapmak i\u00e7in kullan\u0131n.<\/span><\/p>\n<ol start=\"7\">\n<li><strong><span data-preserver-spaces=\"true\">Web engellemeleri<\/span><\/strong><\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\">Bir web m\u00fcdahalesi, web sitenizin ziyaret\u00e7ilerinin belirli bir y\u00fczdesinin \u00e7evrimi\u00e7i m\u00fc\u015fteri anketlerine kat\u0131lmas\u0131n\u0131 sa\u011flar.&nbsp;Ziyaret\u00e7iler ekranlar\u0131nda anketle ilgili bir mesaj al\u0131r ve anketi yan\u0131tlamay\u0131 se\u00e7ebilirler.&nbsp;Web engellemeleri, yeniden y\u00f6nlendirmeler veya a\u00e7\u0131l\u0131r pencereler olmad\u0131\u011f\u0131 i\u00e7in \u00e7al\u0131\u015f\u0131r ve ziyaret\u00e7ilerinizi kaybetmemenizi sa\u011flar.&nbsp;T\u0131klamalar, kayd\u0131rmalar, fareyle \u00fczerine gelmeler vb. gibi belirli eylemlerde engellemeler ayarlayarak, kurulumu ve da\u011f\u0131t\u0131m\u0131 son derece kolay hale getirebilirsiniz.<\/span><\/p>\n<h2><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti \u00f6l\u00e7\u00fcm arac\u0131&nbsp;<\/span><\/strong><\/h2>\n<p><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">QuestionPro CX<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;, y\u00fcksek puan alan bir m\u00fc\u015fteri memnuniyeti y\u00f6netim platformudur.&nbsp;Veri toplaman\u0131za, CSAT puan\u0131n\u0131 iyile\u015ftirmenize ve m\u00fc\u015fteri yolculu\u011funu d\u00f6n\u00fc\u015ft\u00fcrmenize yard\u0131mc\u0131 olabilece\u011fi yollardan baz\u0131lar\u0131 \u015funlard\u0131r:<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">\u00dccretsiz anket kitapl\u0131\u011f\u0131<\/span><\/strong><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri deneyimi y\u00f6netimi platformu, do\u011frudan anket olu\u015fturmak i\u00e7in kullanabilece\u011finiz bir dizi haz\u0131r anket \u015fablonuyla birlikte gelir.&nbsp;Bu \u015fablonlar ayr\u0131ca \u00f6zelle\u015ftirilebilir;&nbsp;Sorular\u0131 d\u00fczenleyebilir ve ak\u0131\u015f\u0131 \u00f6zelle\u015ftirmek i\u00e7in mant\u0131k ekleyebilirsiniz.<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">\u00d6zelle\u015ftirilebilir panolar<\/span><\/strong><\/li>\n<\/ul>\n<p>Raporlar\u0131n\u0131z\u0131 grafiklere, etiketlere ve filtrelere g\u00f6re \u00f6zelle\u015ftirmenize olanak tan\u0131yan&nbsp;<a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/analytics\/dashboards.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">&nbsp;\u00f6zelle\u015ftirilebilir panolara<\/span><\/a>&nbsp;eri\u015febilirsiniz .&nbsp;<span data-preserver-spaces=\"true\">\u00c7e\u015fitli departmanlarla ilgili bilgiler i\u00e7eren birden \u00e7ok pano olu\u015fturabilir ve bunlar\u0131 buna g\u00f6re payla\u015fabilirsiniz.<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">Rol tabanl\u0131 eri\u015fim<\/span><\/strong><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Ekip \u00fcyelerinizin rollerine g\u00f6re anketlere eri\u015fim atayabilirsiniz.&nbsp;Bilgilerin ilgili payda\u015flara iletilmesini sa\u011flar.&nbsp;Ayr\u0131ca, anketler arac\u0131l\u0131\u011f\u0131yla toplam\u0131\u015f olabilece\u011finiz hassas bilgilerin korunmas\u0131na da yard\u0131mc\u0131 olur.<\/span><\/p>\n<ul>\n<li><strong><span data-preserver-spaces=\"true\">\u0130hlal eden kurtarma<\/span><\/strong><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Mutsuz veya memnun olmayan m\u00fc\u015fterilerinizi takip edebilir ve olabilecek endi\u015felerini giderebilirsiniz.&nbsp;Biletler ve etkili y\u00f6netim sayesinde, k\u00f6t\u00fc niyetli ki\u015filerin sorunlar\u0131n\u0131 zaman\u0131nda \u00e7\u00f6zebilirsiniz.&nbsp;Destekleyiciler aras\u0131ndaki kal\u0131plar\u0131 ortaya \u00e7\u0131karabilir ve bunlar\u0131 \u00e7o\u011faltabilirsiniz.<\/span><\/p>\n<p>M\u00fc\u015fterilerinizin memnun olup olmad\u0131\u011f\u0131n\u0131 \u00f6\u011frenmek i\u00e7in bir anket yapmak, onlar\u0131 \u00f6nemsedi\u011finizi g\u00f6sterir.&nbsp;Sorunlar\u0131 \u00e7\u00f6zmek i\u00e7in m\u00fc\u015fteri odakl\u0131 ve veri odakl\u0131 yakla\u015f\u0131m\u0131n\u0131z\u0131 g\u00f6sterir.&nbsp;M\u00fc\u015fteri memnuniyetini \u00f6l\u00e7me ara\u00e7lar\u0131, eyleme ge\u00e7irilebilir i\u00e7g\u00f6r\u00fcler elde etmenize ve zaman i\u00e7indeki puanlardaki iyile\u015fmeyi \u00f6l\u00e7menize olanak tan\u0131r.<\/p>\n<p><span data-preserver-spaces=\"true\"><strong>QuestionPro, mevcut en geli\u015fmi\u015f m\u00fc\u015fteri deneyimi ara\u00e7lar\u0131ndan baz\u0131lar\u0131n\u0131 sunar.&nbsp;<\/strong><\/span>&nbsp;Bug\u00fcn&nbsp;<a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">QuestionPro CX yaz\u0131l\u0131m\u0131n\u0131<\/span><\/a>&nbsp;kullanarak m\u00fc\u015fterilerinizin d\u00fc\u015f\u00fcnceleri ve duygular\u0131 hakk\u0131nda de\u011ferli bilgiler edinin&nbsp; .<\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri memnuniyeti (CSAT), m\u00fc\u015fterilerinizin \u00fcr\u00fcnleriniz veya hizmetleriniz hakk\u0131nda nas\u0131l hissetti\u011fini anlamak&nbsp;&nbsp;i\u00e7in \u00f6nemli bir&nbsp;m\u00fc\u015fteri deneyimi \u00f6l\u00e7\u00fcm\u00fcd\u00fcr.&nbsp;M\u00fc\u015fterilerinizle ba\u011flant\u0131 kurmak, m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7menin [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":396170,"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>7 farkl\u0131 \u015fekilde m\u00fc\u015fteri memnuniyeti nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri memnuniyeti (CSAT), m\u00fc\u015fterilerinizin \u00fcr\u00fcnleriniz veya hizmetleriniz hakk\u0131nda nas\u0131l hissetti\u011fini anlamak&nbsp;&nbsp;i\u00e7in \u00f6nemli bir&nbsp;m\u00fc\u015fteri\" \/>\n<meta name=\"robots\" content=\"index, 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