{"id":398814,"date":"2022-07-01T00:12:40","date_gmt":"2022-07-01T07:12:40","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=398814"},"modified":"2022-12-21T15:19:43","modified_gmt":"2022-12-21T15:19:43","slug":"customer-feedback-loop","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/customer-feedback-loop\/","title":{"rendered":"M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc: Nedir ve nas\u0131l kapat\u0131l\u0131r"},"content":{"rendered":"<p><span>M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc, daha \u00f6nce duymu\u015f olabilece\u011finiz bir terimdir.&nbsp;Ama bu ne?<\/span><\/p>\n<p><a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\"><span>Giderek daha fazla \u015firket, m\u00fc\u015fteri deneyimi<\/span><\/a><span>&nbsp;arac\u0131l\u0131\u011f\u0131yla kendilerini rekabette farkl\u0131 k\u0131lmak i\u00e7in m\u00fc\u015fteri odakl\u0131 bir stratejiye y\u00f6neliyor&nbsp;.&nbsp;Yakla\u015f\u0131m, m\u00fc\u015fteriyi i\u015fin merkezine yerle\u015ftirmeye odaklan\u0131r, bu da geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fc kapatmak anlam\u0131na gelir.<\/span><\/p>\n<p><span>NPS, CSAT, CES veya&nbsp;<a href=\"https:\/\/www.questionpro.com\/blog\/what-is-market-research\/\">pazar ara\u015ft\u0131rmas\u0131 gibi&nbsp;<\/a><\/span><a href=\"https:\/\/www.questionpro.com\/blog\/surveys\/\"><span>anketler<\/span><\/a><span>&nbsp;, m\u00fc\u015fteri taban\u0131n\u0131z\u0131 anlamak i\u00e7in de\u011ferli ara\u00e7lar olsa da, her biri kendi zorluklar\u0131yla birlikte gelir&nbsp;.&nbsp;Yeterince y\u00fcksek yan\u0131t oranlar\u0131 elde etmek i\u00e7in m\u00fccadele eden \u015firketler i\u00e7in bu, \u00f6rnek boyutuna dayal\u0131 istatistiksel do\u011frulama sorunlar\u0131n\u0131 ortaya \u00e7\u0131kararak toplanan verileri daha az eyleme d\u00f6n\u00fc\u015ft\u00fcr\u00fclebilir hale getirir.<\/span><\/p>\n<p><span>Bu nedenle, giderek daha fazla \u015firket, m\u00fc\u015fterisinin sesine sahip programlar\u0131 dinlemeye odaklanm\u0131\u015f ve onlar\u0131n ihtiya\u00e7lar\u0131n\u0131 dinleyerek geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fc kapatmaya \u00e7al\u0131\u015fmaktad\u0131r.<\/span><\/p>\n<h2><span>M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc nedir?<\/span><\/h2>\n<p><span>\u0130\u015fletmeler her y\u00f6nden m\u00fc\u015fteri geri bildirimi al\u0131r.&nbsp;Sat\u0131\u015f ve destek ekibi \u00fcyeleriyle her g\u00fcn g\u00f6r\u00fc\u015fmeler ger\u00e7ekle\u015fir.&nbsp;Buradaki zorluk, bu bilgileri toplamak, anlaml\u0131 i\u00e7g\u00f6r\u00fcler i\u00e7in izlemek, eyleme ilham vermek i\u00e7in kullanmak ve \u015firketin bu bilgilere dayanarak bir de\u011fi\u015fiklik yapt\u0131\u011f\u0131n\u0131 m\u00fc\u015fteriye bildirmektir.<\/span><\/p>\n<p><span>M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fc olu\u015fturan \u015fey, bir m\u00fc\u015fteri geri bildirim sistemi arac\u0131l\u0131\u011f\u0131yla bilgi toplamak, bunlar\u0131 \u015firket i\u00e7inde dola\u015ft\u0131rarak harekete ge\u00e7irmek ve bu eylemi m\u00fc\u015fteriye ileterek faydalar\u0131n\u0131 g\u00f6rmek ve \u00fcr\u00fcn ve hizmetlerinden daha fazla de\u011fer elde etmektir.<\/span><\/p>\n<h2><span>Geri besleme d\u00f6ng\u00fcs\u00fcn\u00fc kapatman\u0131n \u00f6nemi<\/span><\/h2>\n<p><span>M\u00fc\u015fterilerin marka de\u011fi\u015ftirmesinin ana nedeni, kendilerini de\u011ferli hissetmemeleridir.&nbsp;M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc, \u015firketinizin m\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131 dinledi\u011fini ve yan\u0131t verdi\u011fini g\u00f6sterdi\u011fi i\u00e7in \u00f6nemlidir.<\/span><\/p>\n<p><span>M\u00fc\u015fteri geri bildirimi, \u015firket genelinde, m\u00fc\u015fteri deneyimini etkileyen herhangi bir departmana akar, \u00f6rne\u011fin:<\/span><\/p>\n<ul>\n<li><span>Destek<\/span><\/li>\n<li><span>Pazarlama<\/span><\/li>\n<li><span>Sat\u0131\u015f<\/span><\/li>\n<li><span>\u00dcretim M\u00fchendisli\u011fi<\/span><\/li>\n<\/ul>\n<p><span>Departmanlar aras\u0131ndaki bo\u015fluklar\u0131 \u00f6nledi\u011fi ve t\u00fcm departmanlar aras\u0131nda tek bir do\u011fru kayna\u011f\u0131 birle\u015ftirerek berbat bir&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\"><span>m\u00fc\u015fteri yolculu\u011funu<\/span><\/a><span>&nbsp;\u00f6nledi\u011fi i\u00e7in dahili bir d\u00f6ng\u00fc de \u00f6nemlidir .<\/span><\/p>\n<ul>\n<li><strong><span>D\u0131\u015f m\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc<\/span><\/strong><span>&nbsp;, m\u00fc\u015fteri geri bildiriminden, girdiden al\u0131nan eyleme dayal\u0131 olarak \u015firketin nihai yan\u0131t\u0131na kadar olan yolu ifade eder.<\/span><\/li>\n<li><strong><span>D\u0131\u015f d\u00f6ng\u00fc geribildirim d\u00f6ng\u00fcs\u00fc<\/span><\/strong><span>&nbsp;, m\u00fc\u015fterinize aktif olarak dinledi\u011finizi, \u015firketinizin umursad\u0131\u011f\u0131n\u0131 ve istenen de\u011fi\u015fiklikleri yapmaya kararl\u0131 oldu\u011funuzu g\u00f6sterdi\u011fi i\u00e7in \u00e7ok \u00f6nemlidir.<\/span><\/li>\n<\/ul>\n<h2><span>M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc nas\u0131l kapat\u0131l\u0131r<\/span><\/h2>\n<p><span>Dahili ve harici bir m\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc geli\u015ftirin.&nbsp;\u0130\u00e7 m\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc, NPS anketlerinin ileti\u015fim d\u00f6ng\u00fcs\u00fcne veya destek ve sat\u0131\u015f gibi do\u011frudan m\u00fc\u015fteriyle ilgilenen ekiplere verilen ve i\u015f kararlar\u0131n\u0131 y\u00f6nlendirmek i\u00e7in t\u00fcm \u015firket departmanlar\u0131yla payla\u015f\u0131lan geri bildirimlere at\u0131fta bulunur.<\/span><\/p>\n<p><span>\u00d6rne\u011fin, sat\u0131\u015f ekibi, potansiyel m\u00fc\u015fterilerin \u00fcr\u00fcnle \u00e7\u00f6zmek istedikleri sorunlu noktalar hakk\u0131nda bilgi al\u0131r ve bu bilgileri, mesajlar\u0131 ve konumland\u0131rmay\u0131 bilgilendirmek i\u00e7in pazarlama ekiplerine iletir.&nbsp;Ayr\u0131ca bu bilgileri, \u00fcr\u00fcndeki belirli sorunlu noktalar\u0131 daha iyi \u00e7\u00f6zmek i\u00e7in kullanan \u00fcr\u00fcn ekibine iletirler.<\/span><\/p>\n<p><span>Pazarlama ekibi, olas\u0131 vaka \u00e7al\u0131\u015fmalar\u0131 veya bize iyi bir inceleme verebilecek m\u00fc\u015fterileri belirlemek i\u00e7in bir&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\"><span>NPS anketinden<\/span><\/a><span>&nbsp;olumlu geri bildirim al\u0131r .&nbsp;Destek ve m\u00fc\u015fteri ba\u015far\u0131s\u0131 ekipleri, ele\u015ftirmenlerden geri bildirim al\u0131r.&nbsp;Ayn\u0131 \u015fekilde, m\u00fc\u015fteri deneyimlerini nas\u0131l iyile\u015ftirebileceklerini ve daha iyi hale getirebileceklerini g\u00f6rmek i\u00e7in y\u00fck\u00fcml\u00fcl\u00fckler de analiz edilir.<\/span><\/p>\n<p><span>Bu \u00f6rneklerde t\u00fcm ekiplerin m\u00fc\u015fteri geri bildirimlerine eri\u015fimi oldu\u011funu g\u00f6r\u00fcyoruz.&nbsp;M\u00fc\u015fteri deneyimini par\u00e7alayan, ara\u015ft\u0131rmalar\u0131na dayal\u0131 kararlar veren izole departmanlar g\u00f6rm\u00fcyoruz.<\/span><\/p>\n<h2><span>M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc s\u00fcreci<\/span><\/h2>\n<p><span>M\u00fc\u015fterilerdeki geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fcn yan\u0131 s\u0131ra, \u015firket i\u00e7inde de bir geri bildirim s\u00fcrecinin uygulanmas\u0131 b\u00fcy\u00fck \u00f6nem ta\u015f\u0131maktad\u0131r.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-128260\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/01\/customer-feedback-loop-process-min.jpg\" alt=\"m\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc s\u00fcreci\" width=\"992\" height=\"952\"><\/p>\n<p><span>T\u00fcm bunlar\u0131n m\u00fcmk\u00fcn olmas\u0131 i\u00e7in t\u00fcm departmanlarda verilerin tek bir do\u011fru kayna\u011f\u0131nda toplanmas\u0131na izin veren m\u00fc\u015fteri geri bildirim ara\u00e7lar\u0131n\u0131 kullanmak \u00e7ok \u00f6nemlidir.<\/span><\/p>\n<h3><span>1. T\u00fcm ekip \u00fcyelerinin s\u00fcreci ba\u015ftan bildi\u011finden emin olun.<\/span><\/h3>\n<p><span>T\u00fcm \u00e7al\u0131\u015fanlar ve y\u00f6neticiler, i\u015flevsel bir geri bildirim s\u00fcrecine dahil olmak i\u00e7in \u015firketin hedeflerini, de\u011ferlerini ve misyonunu kabul etmelidir.&nbsp;Onlara g\u00fcven ve de\u011fer duygusu sa\u011flayarak \u015firket i\u00e7in kesin ve de\u011ferli geri bildirimlere d\u00f6n\u00fc\u015fecektir.&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/blog\/consumer-behavior-definition\/\"><span>T\u00fcketici davran\u0131\u015flar\u0131n\u0131n<\/span><\/a><span>&nbsp;fark\u0131nda olmak,&nbsp;onlar\u0131 i\u015fletme i\u00e7in bir varl\u0131\u011fa d\u00f6n\u00fc\u015ft\u00fcrecektir.<\/span><\/p>\n<h3><span>2. Verilerin arkas\u0131ndaki e\u011filimlere ve i\u00e7g\u00f6r\u00fclere dikkat edin.<\/span><\/h3>\n<p><span>Bir m\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fcn ba\u015far\u0131s\u0131 i\u00e7in&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/blog\/data-collection\/\"><span>veri toplama<\/span><\/a><span>&nbsp;\u00e7ok \u00f6nemli olsa da, kat\u0131l\u0131mc\u0131lar\u0131n davran\u0131\u015flar\u0131n\u0131 bu sonu\u00e7lar etraf\u0131nda analiz etmek esast\u0131r.&nbsp;\u0130\u015fyeri de dahil olmak \u00fczere her sosyal ortamda, kat\u0131l\u0131mc\u0131lar\u0131n kim oldu\u011fu ve deneyimlerini geli\u015ftirmek i\u00e7in neler yap\u0131labilece\u011fi hakk\u0131nda bize fikir verebilecek e\u011filimler ve kal\u0131plar vard\u0131r.<\/span><\/p>\n<h3><span>3. Sonu\u00e7lar\u0131 payla\u015f\u0131n ve bilgi toplamaya devam edin.<\/span><\/h3>\n<p><span>Geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fc kapatmak i\u00e7in, neyin iyile\u015ftirilmesi, de\u011fi\u015ftirilmesi veya ortadan kald\u0131r\u0131lmas\u0131 gerekti\u011fini ve kurulu\u015f i\u00e7inde nelerin tutulmas\u0131 ve uygulanmas\u0131 gerekti\u011fini belirlemek i\u00e7in yeni bilgilerle ba\u015flang\u0131\u00e7 \u200b\u200bnoktas\u0131na geri d\u00f6nmek esast\u0131r.&nbsp;Bir geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fcn ba\u015far\u0131s\u0131 i\u00e7in d\u00fcr\u00fcstl\u00fck ve a\u00e7\u0131kl\u0131k \u00e7ok \u00f6nemlidir.<\/span><\/p>\n<h3><span>4. F\u0131rsatlar ve harekete ge\u00e7me i\u00e7in \u00e7al\u0131\u015fanlara kap\u0131y\u0131 a\u00e7\u0131n&nbsp;<\/span><\/h3>\n<p><span>Ba\u015far\u0131l\u0131 bir m\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc, daha iyi bir i\u015fyeri k\u00fclt\u00fcr\u00fc ve daha iyi bir \u00e7al\u0131\u015fan deneyiminden daha fazlas\u0131n\u0131 sa\u011flayabilir.&nbsp;M\u00fc\u015fteri deneyimi i\u00e7inde \u015firketin genel b\u00fcy\u00fcmesi i\u00e7in kararlar almak ve harekete ge\u00e7mek i\u00e7in \u00e7al\u0131\u015fanlara kap\u0131 a\u00e7abilir.&nbsp;Ayr\u0131ca daha iyi ileti\u015fim, daha iyi performans sa\u011flar ve \u00e7al\u0131\u015fanlar\u0131 motive eder.<\/span><\/p>\n<h2><span>Geri bildirim d\u00f6ng\u00fcs\u00fc \u00f6rnekleri<\/span><\/h2>\n<p><span>D\u0131\u015f geri bildirim d\u00f6ng\u00fcs\u00fc, m\u00fc\u015fterinin bu geri bildirimi vermesi ve ard\u0131ndan \u015firketten geri bildirimlerinin duyuldu\u011fu ve \u015firketin harekete ge\u00e7ti\u011fine dair baz\u0131 bilgiler almas\u0131 anlam\u0131na gelir.&nbsp;<\/span><\/p>\n<p><span>Bu sadece \u201cg\u00f6r\u00fc\u015f i\u00e7in te\u015fekk\u00fcrler\u201d demek de\u011fildir.&nbsp;M\u00fc\u015fterilerinize, s\u00f6yleyeceklerini \u00f6nemsedi\u011finizi ve bu geri bildirimi de\u011fi\u015fimi y\u00f6nlendirmek i\u00e7in kullanmaya istekli oldu\u011funuzu g\u00f6steren ger\u00e7ek bir yan\u0131tla ilgilidir.<\/span><\/p>\n<p><span>\u00d6rne\u011fin, yard\u0131m masas\u0131 birka\u00e7 m\u00fc\u015fteri taraf\u0131ndan talep edilen yeni bir \u00fcr\u00fcn\u00fc yay\u0131nlayacakt\u0131r.&nbsp;\u00dcr\u00fcn \u00f6zellikleriyle ilgili yeni kapsaml\u0131 bir pazarlama kampanyas\u0131 ve blog yaz\u0131s\u0131 olacak olsa da, destek ekibi talep eden m\u00fc\u015fterilerle istedikleri \u00f6zelliklerden faydalanabilmeleri i\u00e7in ki\u015fisel olarak ileti\u015fim kurar.<\/span><\/p>\n<p><span>K\u0131sacas\u0131, i\u00e7 d\u00f6ng\u00fc, m\u00fc\u015fteri geri bildirimlerini kurulu\u015f genelinde yayarak \u00fcr\u00fcn veya hizmeti geli\u015ftirmeye hizmet eder.&nbsp;Buna kar\u015f\u0131l\u0131k, d\u0131\u015f d\u00f6ng\u00fc, m\u00fc\u015fterinin \u00fcr\u00fcn veya hizmetin eskisinden daha iyi oldu\u011funu bilmesini sa\u011flar.&nbsp;M\u00fc\u015fteriler sadece en iyi \u00fcr\u00fcn veya hizmetin tad\u0131n\u0131 \u00e7\u0131karmakla kalmaz, ayn\u0131 zamanda \u015firketinizin onlar\u0131 dinledi\u011fini ve harekete ge\u00e7ti\u011fini bilir.<\/span><\/p>\n<h2><span>\u00c7\u00f6z\u00fcm<\/span><\/h2>\n<p><span>Neyse ki, kapal\u0131 d\u00f6ng\u00fc bir sistem, m\u00fc\u015fteri geri bildirimlerine h\u0131zl\u0131 tepki vermenize ve deneyimlerini do\u011frudan onlar\u0131n bak\u0131\u015f a\u00e7\u0131s\u0131ndan anlaman\u0131za yard\u0131mc\u0131 olur.<\/span><\/p>\n<p><span>M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fc kapatmak, ilgili departmanlardaki m\u00fc\u015fteriler i\u00e7in en iyi kararlar\u0131 almak \u00fczere do\u011fru ekiplere do\u011fru i\u00e7g\u00f6r\u00fcleri sa\u011flamak i\u00e7in geri bildirimin \u015firket i\u00e7inde teslim edildi\u011finden ve y\u00fcr\u00fct\u00fcld\u00fc\u011f\u00fcnden emin olman\u0131za yard\u0131mc\u0131 olur.<\/span><\/p>\n<p><span>Ayr\u0131ca m\u00fc\u015fterinin g\u00f6r\u00fc\u015flerinin duyuldu\u011funu ve bir de\u011fi\u015fiklik meydana geldi\u011fini bilmesine yard\u0131mc\u0131 olur.&nbsp;M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcleri olu\u015fturmak sizi m\u00fc\u015fteri odakl\u0131 bir \u015firket olarak ay\u0131rmaz;&nbsp;ayn\u0131 zamanda, olumlu de\u011fi\u015fim ve ihtiya\u00e7lar\u0131na dayal\u0131 eylem hakk\u0131nda bir diyaloga girerek onlar\u0131 mutlu eder.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc, daha \u00f6nce duymu\u015f olabilece\u011finiz bir terimdir.&nbsp;Ama bu ne? Giderek daha fazla \u015firket, m\u00fc\u015fteri deneyimi&nbsp;arac\u0131l\u0131\u011f\u0131yla kendilerini rekabette [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":357863,"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 geri bildirim d\u00f6ng\u00fcs\u00fc: Nedir ve nas\u0131l kapat\u0131l\u0131r | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri geri bildirim d\u00f6ng\u00fcs\u00fc, daha \u00f6nce duymu\u015f olabilece\u011finiz bir terimdir.&nbsp;Ama bu ne? 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