{"id":398720,"date":"2022-06-30T07:41:05","date_gmt":"2022-06-30T14:41:05","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=398720"},"modified":"2024-05-13T08:38:28","modified_gmt":"2024-05-13T15:38:28","slug":"nps-considered-good-net-promoter-score","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/nps-considered-good-net-promoter-score\/","title":{"rendered":"\u0130yi Net Tavsiye Skoru (NPS): Nedir?"},"content":{"rendered":"

\u0130yi Net Tavsiye Skoru (NPS) nedir?<\/h2>\n

Net tavsiye skoru, i\u015f stratejileriniz hakk\u0131nda, \u00f6zellikle de m\u00fc\u015fteriler, m\u00fc\u015fteriler veya \u00e7al\u0131\u015fanlar aras\u0131nda sadakat ve co\u015fku yaratmada ne kadar ba\u015far\u0131l\u0131 oldu\u011funuz hakk\u0131nda size \u00e7ok \u015fey s\u00f6yleyebilir. \u0130\u015f hedeflerini belirlemeyi d\u00fc\u015f\u00fcn\u00fcrken, \u015funu sormal\u0131s\u0131n\u0131z : \u0130yi bir net tavsiye skoru (NPS)<\/a>\u00a0nedir?<\/p>\n

K\u0131sa cevap, iyi bir NPS’nin \u015firketinizin veya markan\u0131z\u0131n cesareti k\u0131r\u0131lm\u0131\u015f m\u00fc\u015fterilerden\/detekt\u00f6rlerden daha fazla sad\u0131k m\u00fc\u015fteriye\/destek\u00e7iye sahip oldu\u011funu g\u00f6stermesidir.\u00a0Evrensel olarak g\u00fc\u00e7l\u00fc, tarafs\u0131z ve zay\u0131f olarak kabul edilen NPS puan aral\u0131klar\u0131n\u0131\u00a0ve sekt\u00f6r\u00fcn\u00fcz i\u00e7in iyi durumda olup olmad\u0131\u011f\u0131n\u0131z\u0131 nas\u0131l belirleyece\u011finizi ele\u00a0alaca\u011f\u0131z .\u00a0Ancak konuya girmeden \u00f6nce, NPS puan\u0131n\u0131n\u00a0ne oldu\u011funu ve sihirli numaran\u0131z\u0131 nas\u0131l bulaca\u011f\u0131n\u0131z\u0131\u00a0tart\u0131\u015fal\u0131m .<\/p>\n

Ger\u00e7ek \u015fu ki\u00a0, NPS numaras\u0131\u00a0tek ba\u015f\u0131na anlams\u0131zd\u0131r.\u00a0Bununla birlikte,\u00a0bir NPS\u00a0derecesi ,\u00a0\u015firketinizin performans\u0131n\u0131 \u00f6l\u00e7mek ve onu rekabet\u00e7i bir ortamda kar\u015f\u0131la\u015ft\u0131rmak i\u00e7in \u00e7e\u015fitli yollar\u00a0sunar .\u00a0NPS puan\u0131\u00a0, stratejistlerin m\u00fc\u015fteri sadakatini ve memnuniyetini anlamak\u00a0i\u00e7in\u00a0kullanabilecekleri en etkili m\u00fc\u015fteri deneyimi \u00f6l\u00e7\u00fcmlerinden biridir.\u00a0Bir NPS\u00a0derecelendirmesini\u00a0M\u00fc\u015fteri Efor Skoruyla<\/a>\u00a0e\u015fle\u015ftirdi\u011finizde,\u00a0dinamik\u00a0bir ikiliniz olur\u00a0.<\/p>\n

Net Tavsiye Skoru (NPS) \u00f6l\u00e7e\u011fi<\/h3>\n

Bir net tavsiye skoru (NPS), \u015firketiniz ve m\u00fc\u015fterileriniz aras\u0131nda var olan ba\u011fl\u0131l\u0131\u011f\u0131 \u00f6l\u00e7er. \u015eimdiye kadar, muhtemelen NPS’nin -100 kadar d\u00fc\u015f\u00fck veya +100 kadar y\u00fcksek olabilece\u011fini zaten biliyorsunuzdur. \u015eirketinize olumlu bir NPS puan\u0131 veren m\u00fc\u015fteriler veya \u00e7al\u0131\u015fanlar, olumlu de\u011ferlendirmeleri payla\u015fma veya sosyal \u00e7evrelerindeki ki\u015filere sizi \u00f6nerme olas\u0131l\u0131klar\u0131 y\u00fcksek oldu\u011fundan, destek\u00e7ilerdir. Size olumsuz bir NPS puan\u0131 veren yan\u0131t verenler , etkile\u015fimlerini sona erdirme ve<\/i>\u00a0potansiyel yeni gelenleri \u015firketinizle\u00a0etkile\u015fime girmekten cayd\u0131rma olas\u0131l\u0131klar\u0131 daha y\u00fcksek oldu\u011fundan, olumsuzlay\u0131c\u0131 olarak kabul edilir .<\/i><\/p>\n

NPS puan\u0131n\u0131z\u0131\u00a0hesaplamak i\u00e7in\u00a0, destek\u00e7i olarak kabul etti\u011finiz yan\u0131tlayanlar\u0131n y\u00fczdesiyle ba\u015flay\u0131n ve k\u00f6t\u00fcleyen olarak kabul etti\u011finiz yan\u0131t verenlerin y\u00fczdesini \u00e7\u0131kar\u0131n.\u00a0Ard\u0131ndan, bu say\u0131y\u0131 100 ile \u00e7arp\u0131n. Ortaya \u00e7\u0131kan say\u0131, NPS’nizdir.\u00a0Sa\u011flam bir NPS anketi<\/a>\u00a0haz\u0131rlamak i\u00e7in zaman ay\u0131rd\u0131\u011f\u0131n\u0131zda\u00a0, bu say\u0131y\u0131 bulmak daha da kolayd\u0131r.<\/p>\n

Herhangi bir pozitif\u00a0NPS derecelendirmesi\u00a0, ele\u015ftirmenlerden (d\u00fc\u015f\u00fcnenler) sizi \u00f6nermeye istekli daha fazla savunucunuz (destekleyiciler) oldu\u011fu anlam\u0131na gelir.\u00a0-100 puan,\u00a0m\u00fc\u015fterilerinizin her birinin bir k\u00f6t\u00fcleyici oldu\u011fu anlam\u0131na gelir.\u00a0Yelpazenin di\u011fer ucunda +100, herkesin bir destekleyici oldu\u011fu anlam\u0131na gelir.\u00a0\u0130yi\u00a0NPS puan aral\u0131klar\u0131\u00a0birka\u00e7 fakt\u00f6re ba\u011fl\u0131d\u0131r.<\/p>\n

Ard\u0131ndan, NPS’nizin g\u00fc\u00e7l\u00fc olup olmad\u0131\u011f\u0131n\u0131 veya iyile\u015ftirmeye ihtiyac\u0131 olup olmad\u0131\u011f\u0131n\u0131 belirlemenin \u00e7e\u015fitli yollar\u0131n\u0131 ele alal\u0131m.<\/p>\n

\u00dccretsiz NPS Anket \u015eablonu<\/a><\/p>\n

Peki, iyi bir NPS olarak kabul edilen nedir?<\/h3>\n

NPS’nizi\u00a0\u00f6l\u00e7menin ve\u00a0NPS hedefinizin ne olmas\u0131 gerekti\u011fine dair\u00a0bir anlay\u0131\u015f\u00a0kazanman\u0131n birka\u00e7 yolu vard\u0131r.\u00a0Bunlar, genel\u00a0NPS kar\u015f\u0131la\u015ft\u0131rmalar\u0131n\u0131<\/a>\u00a0, sekt\u00f6r\u00fcn\u00fczdeki rekabet ortam\u0131n\u0131, bu iki fakt\u00f6r\u00fcn kar\u015f\u0131la\u015ft\u0131rmalar\u0131n\u0131 ve son olarak s\u00fcrekli \u00f6z de\u011ferlendirmeyi i\u00e7erir.<\/p>\n

Genel NPS kar\u015f\u0131la\u015ft\u0131rmas\u0131<\/h4>\n

-100 ila +100 NPS aral\u0131\u011f\u0131\u00a0g\u00f6z \u00f6n\u00fcne al\u0131nd\u0131\u011f\u0131nda,\u00a0pozitif puan veya 0’\u0131n \u00fczerindeki NPS “iyi”, +50\u00a0“m\u00fckemmel” ve 70’in \u00fcst\u00fc “d\u00fcnya standartlar\u0131nda” olarak kabul edilir\u00a0.\u00a0K\u00fcresel NPS standartlar\u0131na g\u00f6re, 0’\u0131n \u00fczerindeki herhangi bir puan “iyi”dir.\u00a0Bu, m\u00fc\u015fteri taban\u0131n\u0131z\u0131n \u00e7o\u011funlu\u011funun daha sad\u0131k oldu\u011fu anlam\u0131na gelir.\u00a0Sonu\u00e7lar\u0131n\u0131z\u0131 de\u011ferlendirirken bu k\u00fcresel \u00f6l\u00e7\u00fctleri akl\u0131n\u0131zda bulundurun.\u00a0M\u00fc\u015fterileri tart\u0131\u015ft\u0131\u011f\u0131m\u0131z\u0131 unutmay\u0131n, ancak ayn\u0131\u00a0NPS puan aral\u0131klar\u0131\u00a0\u00e7al\u0131\u015fan NPS’si (eNPS) i\u00e7in de ge\u00e7erlidir:<\/p>\n

\"NPS<\/p>\n