{"id":395279,"date":"2022-06-29T05:29:55","date_gmt":"2022-06-29T12:29:55","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=395279"},"modified":"2022-12-21T14:54:40","modified_gmt":"2022-12-21T14:54:40","slug":"customer-satisfaction-rating","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/customer-satisfaction-rating\/","title":{"rendered":"M\u00fc\u015fteri memnuniyeti derecelendirmeniz i\u00e7in nas\u0131l yap\u0131l\u0131r k\u0131lavuzu"},"content":{"rendered":"<h2><span>M\u00fc\u015fteri memnuniyet derecesi nedir?<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti puan\u0131 olarak da bilinen M\u00fc\u015fteri Memnuniyeti (CSAT) derecesi, \u00fcr\u00fcn ve hizmetlerinizin beklentileri ne kadar kar\u015f\u0131lad\u0131\u011f\u0131n\u0131 g\u00f6sterir.&nbsp;M\u00fc\u015fteri yolculu\u011funda \u00e7e\u015fitli m\u00fc\u015fteri temas noktalar\u0131 vard\u0131r;&nbsp;sat\u0131n almadan \u00f6nce, sat\u0131n alma s\u0131ras\u0131nda ve sat\u0131n ald\u0131ktan sonra temas noktalar\u0131n\u0131z vard\u0131r, bu da sorunsuz bir&nbsp;&nbsp;<\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/complete-guide-to-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">m\u00fc\u015fteri deneyimi ya\u015famay\u0131<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;zorla\u015ft\u0131r\u0131r .<\/span><\/p>\n<p><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 Skoru, m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7menin<\/span><\/a><span>&nbsp;en kolay y\u00f6ntemlerinden biridir&nbsp;&nbsp;<\/span><span data-preserver-spaces=\"true\">.&nbsp;Sat\u0131n alma deneyimi, etkile\u015fim kalitesi vb. i\u00e7in CSAT&#8217;\u0131 \u00f6l\u00e7er.&nbsp;&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 Promoter System<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;Fred Reichheld taraf\u0131ndan olu\u015fturulan, m\u00fc\u015fterilerin kurulu\u015funuz hakk\u0131nda ne d\u00fc\u015f\u00fcnd\u00fcklerini ve bunu arkada\u015flar\u0131na, meslekta\u015flar\u0131na ve sevdiklerine destekleme isteklerini anlaman\u0131za yard\u0131mc\u0131 olur.&nbsp;\u00d6zelle\u015ftirilmi\u015f anketler arac\u0131l\u0131\u011f\u0131yla CSAT puan\u0131n\u0131z\u0131 \u00f6l\u00e7mek, m\u00fc\u015fteri destek ekiplerinizin ne kadar iyi performans g\u00f6sterdi\u011fini bilmenize yard\u0131mc\u0131 olur.&nbsp;M\u00fckemmel m\u00fc\u015fteri hizmeti, markan\u0131za sad\u0131k kalan memnun m\u00fc\u015fteriler sa\u011flar.&nbsp;M\u00fc\u015fteri memnuniyeti (CSAT) puan\u0131 sorular\u0131, farkl\u0131 y\u00f6nlere bakmak ve neyin i\u015fe yaray\u0131p neyin yaramad\u0131\u011f\u0131n\u0131 anlamak i\u00e7in \u00f6zelle\u015ftirilebilir.&nbsp;Bu \u00e7ok y\u00f6nl\u00fcl\u00fck, pazar ara\u015ft\u0131rmac\u0131lar\u0131n\u0131n CSAT sorular\u0131n\u0131 tercih etmelerinin nedenidir.&nbsp;Genellikle, m\u00fc\u015fterilerinize &#8216;Hizmetlerimizden ne kadar memnunsunuz?&#8217; veya &#8216;Sat\u0131n alma deneyiminden ne kadar memnunsunuz?&#8217; vb. sorular sorarak \u00f6l\u00e7\u00fcl\u00fcr. Cevap, 1 \u2013 3 aras\u0131nda bir derecelendirme \u00f6l\u00e7e\u011fine kaydedilir. , 1 \u2013 5 veya 1 \u2013 10.<\/span><img decoding=\"async\" class=\"aligncenter wp-image-108056 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/csat-rating-scales.png\" sizes=\"(max-width: 917px) 100vw, 917px\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/csat-rating-scales.png 917w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/csat-rating-scales-300x77.png 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/csat-rating-scales-450x115.png 450w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/07\/csat-rating-scales-768x197.png 768w\" alt=\"g\u00fclen m\u00fc\u015fteri-memnuniyeti-derecelendirme-soru-\u00f6rnek\" width=\"917\" height=\"235\"><\/p>\n<p><span data-preserver-spaces=\"true\">Pazar ara\u015ft\u0131rmac\u0131lar\u0131 genellikle be\u015f puanl\u0131k \u00f6l\u00e7e\u011fi tercih eder, derecelendirmeler &#8216;son derece veya \u00e7ok memnun de\u011filim&#8217; i\u00e7in 1 ve &#8216;son derece veya \u00e7ok memnun&#8217; i\u00e7in 5&#8217;tir.&nbsp;Yan\u0131tlayanlar\u0131n se\u00e7eneklerden yapt\u0131\u011f\u0131 se\u00e7im, raporlanan \u00f6l\u00e7\u00fcmd\u00fcr.&nbsp;Bireysel tercihler, toplam bir \u00f6l\u00e7ekte tan\u0131mlanan zaman \u00e7er\u00e7evesine b\u00f6l\u00fcnen toplam yan\u0131tlar\u0131n y\u00fczdesi olarak eklenir ve kaydedilir.<\/span><\/p>\n<h2><span>M\u00fc\u015fteri memnuniyeti derecelendirme \u00f6l\u00e7e\u011fi t\u00fcrleri<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">Derecelendirme \u00f6l\u00e7ekleri, \u00e7evrimi\u00e7i&nbsp;&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 memnuniyeti anketlerinde<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;m\u00fc\u015fteri memnuniyetini tam olarak \u00f6l\u00e7meye yard\u0131mc\u0131 olur .&nbsp;Ara\u015ft\u0131rmac\u0131lar \u00fc\u00e7, be\u015f, yedi, on ve on bir puan derecelendirme \u00f6l\u00e7e\u011fi kullanabilir.&nbsp;Derecelendirme \u00f6l\u00e7e\u011finin se\u00e7imi, \u00fcstlenilen ara\u015ft\u0131rman\u0131n t\u00fcr\u00fcne ve oda\u011f\u0131na ba\u011fl\u0131d\u0131r.<\/span><\/p>\n<ul>\n<li>\n<h3><span>3 puanl\u0131k derecelendirme \u00f6l\u00e7e\u011fi<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span>Bu \u00f6l\u00e7ek, g\u00f6rsel alan \u00fczerinde bir k\u0131s\u0131tlama oldu\u011funda kullan\u0131l\u0131r.&nbsp;Yan\u0131tlayanlar\u0131n\u0131zdan ilgili verileri yakalaman\u0131za yard\u0131mc\u0131 olur ve g\u00f6rsel olarak \u00e7ekicidir.&nbsp;Da\u011f\u0131n\u0131k anketler rahats\u0131z edicidir ve \u00e7ok d\u00fc\u015f\u00fck yan\u0131t oranlar\u0131na ve anket tamamlama oranlar\u0131na sahiptir.&nbsp;Yan\u0131t oranlar\u0131n\u0131 iyile\u015ftirmek ve maksimum m\u00fc\u015fteri geri bildirimi toplamak i\u00e7in basit anket sorular\u0131n\u0131 kullan\u0131n.<\/span><\/p>\n<ul>\n<li>\n<h3><span>5 puanl\u0131k derecelendirme \u00f6l\u00e7e\u011fi<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span>G\u00fcvenilirli\u011fi nedeniyle bir\u00e7ok ara\u015ft\u0131rmac\u0131 taraf\u0131ndan tercih edilen 5&#8217;li \u00f6l\u00e7ek, unipolar \u00f6l\u00e7eklerle harika sonu\u00e7lar vermektedir.&nbsp;Bu \u00f6l\u00e7ek, yeni \u00fcr\u00fcn ve hizmetler i\u00e7in m\u00fc\u015fteri memnuniyeti hakk\u0131nda m\u00fc\u015fteri geri bildirimi toplamada kullan\u0131\u015fl\u0131d\u0131r.<\/span><\/p>\n<ul>\n<li>\n<h3><span>7 puanl\u0131k derecelendirme \u00f6l\u00e7e\u011fi<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span>Ara\u015ft\u0131rmac\u0131lar taraf\u0131ndan 5&#8217;li \u00f6l\u00e7ek kadar tercih edilen bu \u00f6l\u00e7ek en iyi bipolar \u00f6l\u00e7eklerle \u00e7al\u0131\u015f\u0131r.&nbsp;Yeni piyasaya s\u00fcr\u00fclen herhangi bir \u00fcr\u00fcn veya hizmet i\u00e7in m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7meniz durumunda, bu derecelendirme \u00f6l\u00e7e\u011fi idealdir.<\/span><\/p>\n<ul>\n<li>\n<h3><span>10 puanl\u0131k derecelendirme \u00f6l\u00e7e\u011fi<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span>10 puanl\u0131k \u00f6l\u00e7ek, ama\u00e7 ayr\u0131nt\u0131l\u0131 veri toplamak oldu\u011funda en iyi sonucu verir.&nbsp;Bu \u00f6l\u00e7ekte 9 ve 10 toplam&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/blog\/increase-customer-satisfaction\/\"><span>m\u00fc\u015fteri memnuniyetinin<\/span><\/a><span>&nbsp;g\u00f6stergesidir .&nbsp;Ara\u015ft\u0131rmac\u0131lar, m\u00fc\u015fteri s\u00fcre\u00e7lerini daha da iyile\u015ftirmek i\u00e7in iki derecelendirme aras\u0131nda daha fazla ayr\u0131m yapabilir ve bunlar\u0131 de\u011ferlendirebilir.<\/span><\/p>\n<ul>\n<li>\n<h3><span>11 puanl\u0131k derecelendirme \u00f6l\u00e7e\u011fi<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span>Bu derecelendirme \u00f6l\u00e7e\u011fi, CSAT&#8217;\u0131 0-10 aras\u0131nda \u00f6l\u00e7er ve m\u00fc\u015fterilerin memnuniyetlerini derecelendirmeyi daha kolay buldu\u011fu i\u00e7in kullan\u0131l\u0131r.&nbsp;D\u00fcnya \u00e7ap\u0131nda bir\u00e7ok kurulu\u015f ve ara\u015ft\u0131rmac\u0131, memnuniyetlerini daha kesin bir \u015fekilde ifade etmeye yard\u0131mc\u0131 oldu\u011fu i\u00e7in bu derecelendirme \u00f6l\u00e7e\u011fini kullan\u0131r.<\/span><\/p>\n<h2><span>M\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek ve derecelendirmek i\u00e7in yayg\u0131n olarak hangi metrikler kullan\u0131l\u0131r?<\/span><\/h2>\n<p><a href=\"https:\/\/www.questionpro.com\/blog\/how-to-measure-customer-satisfaction\/\"><span>CSAT&#8217;\u0131 \u00f6l\u00e7mek<\/span><\/a><span>&nbsp;s\u00f6z konusu oldu\u011funda&nbsp;<\/span><span>, 7 temel metrik vard\u0131r:<\/span><\/p>\n<ol>\n<li><span>M\u00fc\u015fteri Eforu Puan\u0131 (CES)<\/span><\/li>\n<li><span>Net Destek\u00e7i Puan\u0131 (NPS)<\/span><\/li>\n<li><span>M\u00fc\u015fteri hizmetleri memnuniyeti (CSS)<\/span><\/li>\n<li><span>M\u00fc\u015fteri Memnuniyeti Puan\u0131 (CSAT)<\/span><\/li>\n<li><span>M\u00fc\u015fteri Kay\u0131p Oran\u0131 (CCR)<\/span><\/li>\n<li><span>M\u00fc\u015fteri Sa\u011fl\u0131k Puan\u0131 (CHS)<\/span><\/li>\n<li><span>Musteri degerlendirmeleri<\/span><\/li>\n<\/ol>\n<p><span>Bunlar\u0131 ayr\u0131nt\u0131l\u0131 olarak \u00f6\u011frenmek i\u00e7in&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/blog\/metrics-to-measure-customer-satisfaction\/\"><span>temel CSAT \u00f6l\u00e7\u00fcm \u00f6l\u00e7\u00fcmleri<\/span><\/a><span>&nbsp;blogumuza g\u00f6z at\u0131n .<\/span><\/p>\n<h2><span>CSAT derecelendirmesi neden \u00f6nemlidir?<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">Toplanan m\u00fc\u015fteri geri bildirimleri, harika bir m\u00fc\u015fteri deneyimi sunarken neler ka\u00e7\u0131r\u0131yor olabilece\u011finizi anlaman\u0131za yard\u0131mc\u0131 olur.&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 anketleri<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;&nbsp;tam da bunu yapman\u0131za yard\u0131mc\u0131 olur.&nbsp;Markalar\u0131n ve kurulu\u015flar\u0131n \u015funlar\u0131 yapmas\u0131na olanak tan\u0131d\u0131\u011f\u0131ndan, \u00e7evrimi\u00e7i anketlerinizde CSAT derecelendirmesini kullanmak \u00e7ok \u00f6nemlidir:<\/span><\/p>\n<ul>\n<li><span>Trendleri tan\u0131mlay\u0131n<\/span><\/li>\n<li><span>M\u00fc\u015fteri edinme maliyetini azalt\u0131n<\/span><\/li>\n<li><span>M\u00fc\u015fteriyi elde tutmay\u0131 art\u0131r\u0131n<\/span><\/li>\n<li><span>\u00d6ncelikleri belirleyin<\/span><\/li>\n<li><span>M\u00fc\u015fteri sadakatini koruyun<\/span><\/li>\n<li><span>Destekleyicileri beslemek<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Bununla ilgili daha ayr\u0131nt\u0131l\u0131 bilgi edinmek i\u00e7in CSAT blogunun \u00f6nemine bak\u0131n.<\/span><\/p>\n<p><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">CX y\u00f6netim platformumuza<\/span><\/a><span>&nbsp;g\u00f6z atmay\u0131 unutmay\u0131n&nbsp;&nbsp;<\/span><span data-preserver-spaces=\"true\">;&nbsp;ola\u011fan\u00fcst\u00fc m\u00fc\u015fteri deneyimleri sunman\u0131za yard\u0131mc\u0131 olan ger\u00e7ek zamanl\u0131 bilgiler sa\u011flar.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri memnuniyet derecesi nedir? M\u00fc\u015fteri memnuniyeti puan\u0131 olarak da bilinen M\u00fc\u015fteri Memnuniyeti (CSAT) derecesi, \u00fcr\u00fcn ve hizmetlerinizin beklentileri ne kadar [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":78076,"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 memnuniyeti derecelendirmeniz i\u00e7in nas\u0131l yap\u0131l\u0131r k\u0131lavuzu | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri memnuniyet derecesi nedir? 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