{"id":730361,"date":"2018-01-24T03:34:43","date_gmt":"2018-01-24T10:34:43","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-caba-puani-ces-ile-net-tavsiye-skoru-nps\/"},"modified":"2018-01-24T03:34:43","modified_gmt":"2018-01-24T03:34:43","slug":"musteri-caba-puani-ces-ile-net-tavsiye-skoru-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-caba-puani-ces-ile-net-tavsiye-skoru-nps\/","title":{"rendered":"M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES) ile Net Tavsiye Skoru (NPS)"},"content":{"rendered":"<p>M\u00fc\u015fteri sadakatini art\u0131rmaya m\u0131 yoksa m\u00fc\u015fterinin kurumunuzla etkile\u015fim i\u00e7in harcad\u0131\u011f\u0131 \u00e7abay\u0131 azaltmaya m\u0131 odaklanman\u0131z gerekti\u011fini merak m\u0131 ediyorsunuz? Hem NPS hem de CES, m\u00fc\u015fteri memnuniyeti puanlar\u0131n\u0131 (CSAT puan\u0131) \u00f6l\u00e7erek kurulu\u015flar\u0131n m\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131 tahmin etmesine yard\u0131mc\u0131 olur.<\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES) ile Net Tavsiye Skoru (NPS) aras\u0131ndaki fark\u0131 a\u00e7\u0131kl\u0131\u011fa kavu\u015fturmak i\u00e7in bir feragatname yay\u0131nl\u0131yoruz: <\/span><strong><br \/>\n  <span data-preserver-spaces=\"true\">Bunlar \u00f6zel de\u011fildir<\/span><br \/>\n<\/strong><span data-preserver-spaces=\"true\">. Bunlar, tek bir varl\u0131k olan m\u00fc\u015fteri deneyimini farkl\u0131 \u015fekillerde ele ald\u0131klar\u0131 i\u00e7in birbirlerini tamamlayan iki puanlama modelidir. Dolay\u0131s\u0131yla, hangisinin do\u011fru se\u00e7im oldu\u011funu belirlemek i\u00e7in ki\u015finin ara\u015ft\u0131rma hedeflerinin ne oldu\u011funa ba\u011fl\u0131d\u0131r.<\/span><\/p>\n<h3><b>M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES) nedir?  <\/b><\/h3>\n<p><span data-preserver-spaces=\"true\">Corporate Executive Board (CEB), yapt\u0131\u011f\u0131 ara\u015ft\u0131rmalar sonucunda a\u015fa\u011f\u0131daki fakt\u00f6rlerin <\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/build-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">m\u00fc\u015fteri sadakati<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">  ve \u00fcr\u00fcn hizmeti, sorunlar\u0131n zaman\u0131nda verimli bir \u015fekilde \u00e7\u00f6z\u00fclmesidir. Bunu ba\u015farmak i\u00e7in kurulu\u015flar, m\u00fc\u015fterilerin sorunlar\u0131n\u0131n \u00e7\u00f6z\u00fclmesi i\u00e7in harcamalar\u0131 gereken \u00e7abay\u0131 azaltmal\u0131d\u0131r. CES m\u00fc\u015fteri \u00e7abalar\u0131n\u0131 de\u011ferlendirir ve sonu\u00e7lara g\u00f6re kurulu\u015fun m\u00fc\u015fterilerin \u015fu anda kar\u015f\u0131la\u015ft\u0131\u011f\u0131 engelleri ortadan kald\u0131rmas\u0131 gerekir. Bir M\u00fc\u015fteri \u00c7aba Puan\u0131 anketi d\u00fczenleyin ve m\u00fc\u015fteri deneyimini iyile\u015ftirebilecek alanlar\u0131 belirleyin.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-53334 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2018\/01\/Customer_Effort_Score_Example.png\" alt=\"M\u00fc\u015fteri \u00c7aba Puan\u0131  \" width=\"850\" height=\"322\"><\/p>\n<h3><b>Net Tavsiye Skoru (NPS) nedir?<\/b><\/h3>\n<p>&nbsp;<\/p>\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\">  m\u00fc\u015fteri sadakatini ve marka payla\u015f\u0131labilirli\u011fini \u00f6l\u00e7mek i\u00e7in bir sa\u011flay\u0131c\u0131 (genellikle bir kurulu\u015f veya i\u015fveren) ile bir m\u00fc\u015fteri aras\u0131ndaki bir \u00f6l\u00e7\u00fctt\u00fcr. M\u00fc\u015fteriler, verdikleri puanlara g\u00f6re destekleyiciler, pasifler ve detrakt\u00f6rler olarak s\u0131n\u0131fland\u0131r\u0131l\u0131r.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-53335 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2018\/01\/8-NPS-formula-3.jpg\" alt=\"Net Tavsiye Skoru NPS\" width=\"780\" height=\"315\"><\/p>\n<p style=\"text-align: center;\">Daha fazla bilgi edinin: <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\">M\u00fc\u015fteri Yolculu\u011fu<\/a><\/p>\n<h3><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri \u00c7abas\u0131 Puan\u0131 ile Net Tavsiye Skoru (CES ile NPS):<\/span><\/strong><\/h3>\n<p>M\u00fc\u015fteri \u00c7aba Puan\u0131 ile Net Tavsiye Skoru (CES ile NPS) aras\u0131ndaki bu sava\u015fta, bir kurulu\u015fun ba\u015far\u0131s\u0131n\u0131 veya ba\u015far\u0131s\u0131zl\u0131\u011f\u0131n\u0131 ya da herhangi bir s\u00fcrecini belirlemek i\u00e7in tek bir puanlama parametresi kullan\u0131lamaz. M\u00fc\u015fteri \u00c7aba Puan\u0131 ile NPS&#8217;yi tart\u0131\u015ft\u0131\u011f\u0131m\u0131za g\u00f6re, i\u015fte CES&#8217;in avantajlar\u0131 ve NPS&#8217;nin s\u0131n\u0131rlamalar\u0131n\u0131n bir listesi.<\/p>\n<table class=\"table-border\" style=\"width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 10.4242%;\"><\/td>\n<td style=\"text-align: center; width: 38.7879%;\"><strong>M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES)<\/strong><\/td>\n<td style=\"text-align: center; width: 49.5758%;\"><strong>Net Tavsiye Skoru (NPS)<\/strong><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 10.4242%;\"><span style=\"font-weight: 400;\">Anket Sorusu<\/span><\/td>\n<td style=\"width: 38.7879%;\"><span style=\"font-weight: 400;\">Genel olarak, bug\u00fcn sorunlar\u0131 \u00e7\u00f6zmek sizin i\u00e7in ne kadar kolayd\u0131?<\/span><\/td>\n<td style=\"width: 49.5758%;\"><span style=\"font-weight: 400;\">\u015eirketimizle olan t\u00fcm deneyiminizi g\u00f6z \u00f6n\u00fcnde bulundurarak, bizi bir arkada\u015f\u0131n\u0131za veya meslekta\u015f\u0131n\u0131za tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131z nedir?  <\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 10.4242%;\"><span style=\"font-weight: 400;\">\u00d6l\u00e7ek<\/span><\/td>\n<td style=\"width: 38.7879%;\"><span style=\"font-weight: 400;\">Son Derece Kolay\/ Kolay\/ N\u00f6tr\/ Zor\/ Son Derece Zor<\/span><\/td>\n<td style=\"width: 49.5758%;\"><span style=\"font-weight: 400;\">0-10<\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 10.4242%;\"><span style=\"font-weight: 400;\">Bu Puan\u0131n Amac\u0131<\/span><\/td>\n<td style=\"width: 38.7879%;\">M\u00fc\u015fteri hizmetlerine ba\u011fl\u0131 bir kurulu\u015f, m\u00fc\u015fteri sorunlar\u0131n\u0131n k\u0131sa bir s\u00fcre i\u00e7inde ortadan kald\u0131r\u0131lmas\u0131n\u0131 sa\u011flayacak yeterli yard\u0131m\u0131 sa\u011flayarak m\u00fc\u015fterinin belirli konularda harcad\u0131\u011f\u0131 \u00e7abay\u0131 azaltmaya veya ortadan kald\u0131rmaya \u00e7al\u0131\u015f\u0131r.<\/td>\n<td style=\"width: 49.5758%;\">M\u00fc\u015fterilerin bir kurulu\u015fla ya\u015fad\u0131klar\u0131 ho\u015f olmayan etkile\u015fimleri arkada\u015flar\u0131 ve meslekta\u015flar\u0131 aras\u0131nda payla\u015fma olas\u0131l\u0131\u011f\u0131 y\u00fcksektir. NPS sorusunu sorarak kurum hakk\u0131ndaki olumlu veya olumsuz yorumlar\u0131 arkada\u015flar\u0131yla ve aileleriyle payla\u015fma olas\u0131l\u0131klar\u0131n\u0131n ne kadar oldu\u011funu anlay\u0131n.<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 10.4242%;\"><span style=\"font-weight: 400;\">Uygulama<\/span><\/td>\n<td style=\"width: 38.7879%;\">Genel olarak m\u00fc\u015fteri hizmetleri i\u00e7in iyile\u015ftirme alanlar\u0131n\u0131 de\u011ferlendirmek \u00fczere uygulanm\u0131\u015ft\u0131r.<\/td>\n<td style=\"width: 49.5758%;\">T\u00fcm ileti\u015fim ortamlar\u0131nda her m\u00fc\u015fteri yolculu\u011fu noktas\u0131nda m\u00fc\u015fteri deneyimini de\u011ferlendirmek i\u00e7in uyguland\u0131.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><b>M\u00fc\u015fteri \u00c7aba Puan\u0131&#8217;n\u0131n (CES) Avantajlar\u0131:<\/b><\/h3>\n<ul>\n<li><span data-preserver-spaces=\"true\">CES, m\u00fc\u015fterinin kurulu\u015funuzla etkile\u015fime girmekten ne kadar keyif ald\u0131\u011f\u0131 konusunda size de\u011ferli bilgiler sa\u011flayacakt\u0131r. Sorunlar\u0131n\u0131 \u00e7\u00f6zmek i\u00e7in \u00e7ok fazla \u00e7aba sarf etmeleri gerekti\u011fini s\u00f6yl\u00fcyorlarsa, bu m\u00fc\u015fteri deneyiminiz \u00fczerinde \u00e7al\u0131\u015fmaya ba\u015flaman\u0131z i\u00e7in bir i\u015farettir.  <\/span><\/li>\n<li><span data-preserver-spaces=\"true\">M\u00fc\u015fteri \u00e7aba skoru, m\u00fc\u015fterinin engellerini ortadan kald\u0131rmaya odaklanman\u0131z i\u00e7in size f\u0131rsat sunar. <\/span><span data-preserver-spaces=\"true\">geri bildirim<\/span><span data-preserver-spaces=\"true\">.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">CES, a\u015fa\u011f\u0131dakileri art\u0131rmaya y\u00f6nelik \u00e7al\u0131\u015fmalara odaklanmaktad\u0131r <\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">m\u00fc\u015fteri\u0307 memnuni\u0307yeti\u0307<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\"> Onlara kurumunuzla veya s\u00fcre\u00e7leriyle etkile\u015fime ge\u00e7menin ne kadar kolay veya zor oldu\u011funu sorarak. <\/span> <\/li>\n<li><span data-preserver-spaces=\"true\">Kurulu\u015funuzun m\u00fc\u015fteri deneyimi ve hizmet program\u0131na hem k\u0131sa vadede hem de uzun vadede de\u011fer katar.<\/span><\/li>\n<\/ul>\n<h3><b>M\u00fc\u015fteri \u00c7aba Puan\u0131n\u0131n (CES) Dezavantajlar\u0131:<\/b><\/h3>\n<ul>\n<li><span data-preserver-spaces=\"true\">Bu puanlama modeli, genel i\u015finizle de\u011fil, \u00f6zellikle hizmetle s\u0131n\u0131rl\u0131d\u0131r.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Sadece m\u00fc\u015fterilerin bir hizmeti kullanmakta zorlan\u0131p zorlanmad\u0131\u011f\u0131na dair sonu\u00e7lar verir, neden zorluklarla kar\u015f\u0131la\u015ft\u0131klar\u0131 veya bu zorluklar\u0131n ilk etapta ne oldu\u011fu cevaps\u0131z kal\u0131r.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Maliyetiniz, rakipleriniz veya \u00fcr\u00fcn kaliteniz gibi fakt\u00f6rlerin etkisi dikkate al\u0131nmaz.<\/span><\/li>\n<\/ul>\n<h3><b>Net Tavsiye Skoru&#8217;nun (NPS) avantajlar\u0131:<\/b><\/h3>\n<ul>\n<li><span data-preserver-spaces=\"true\">NPS, tekrar i\u015f yapma olas\u0131l\u0131\u011f\u0131n\u0131 \u00f6l\u00e7meye yard\u0131mc\u0131 olur.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Bir marka veya kurulu\u015fun de\u011fi\u015fim ve geli\u015fim y\u00f6n\u00fcn\u00fcn anla\u015f\u0131lmas\u0131n\u0131 sa\u011flar.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Bir NPS anketinin uygulanmas\u0131 uzun s\u00fcrmez ve ayn\u0131 zamanda uygun maliyetlidir.<\/span><\/li>\n<\/ul>\n<h3><b>Net Tavsiye Skoru&#8217;nun (NPS) Dezavantajlar\u0131:<\/b><\/h3>\n<ul>\n<li><span data-preserver-spaces=\"true\">M\u00fc\u015fterilerin NPS sorusuna verdikleri yan\u0131tlar\u0131n arkas\u0131ndaki nedenleri anlama yetene\u011finden yoksundur.  <\/span><\/li>\n<li><span data-preserver-spaces=\"true\">NPS anketi bir m\u00fc\u015fteriye markay\u0131 tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131 sorarken, m\u00fc\u015fterilerin kurulu\u015fa sad\u0131k kalaca\u011f\u0131 sonucuna varamazs\u0131n\u0131z. CES&#8217;in m\u00fc\u015fteri sadakatini analiz etmek i\u00e7in devreye girdi\u011fi yer buras\u0131d\u0131r.<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">\u0130yi M\u00fc\u015fteri \u00c7aba Puan\u0131 ile iyi Net Tavsiye Skoru aras\u0131nda kimin kazanaca\u011f\u0131na dair kesin bir cevap yoktur. <\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/nps-considered-good-net-promoter-score\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n  <span data-preserver-spaces=\"true\">iyi Net Tavsiye Skoru<\/span><br \/>\n<\/a><span data-preserver-spaces=\"true\">  Tart\u0131\u015fma. Kesin olan bir \u015fey varsa o da bu iki \u00f6l\u00e7\u00fct\u00fcn birbiriyle ili\u015fkili oldu\u011fudur. NPS, bir kurulu\u015f ile m\u00fc\u015fterileri aras\u0131nda bir ili\u015fki kurmak i\u00e7in kullan\u0131l\u0131r. Buna kar\u015f\u0131l\u0131k CES, m\u00fc\u015fteri deneyimini kaydetmek i\u00e7in kullan\u0131lan bir \u00f6l\u00e7\u00fctt\u00fcr  <\/span><a class=\"editor-rtfLink\" href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">m\u00fc\u015fteri\u0307 memnuni\u0307yeti\u0307<\/span><\/a><span data-preserver-spaces=\"true\">  ve sadakat e\u011filimlerini tahmin etmek i\u00e7in deneyimler. Ancak, bunlar\u0131n tek ba\u015f\u0131na kullan\u0131lmas\u0131 gerekti\u011fine dair bir ders kitab\u0131 kural\u0131 yoktur. M\u00fc\u015fterilere ek de\u011fer sa\u011flamak i\u00e7in genellikle birlikte kullan\u0131l\u0131rlar.<\/span><\/p>\n<p class=\"p1\"><strong> <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">QuestionPro CX<\/a> ile ola\u011fan\u00fcst\u00fc bir m\u00fc\u015fteri deneyimi mi sunmak istiyorsunuz?<\/strong> M\u00fc\u015fterilerinizi her temas noktas\u0131nda nas\u0131l memnun edece\u011finiz ve onlar\u0131 nas\u0131l marka savunucular\u0131na d\u00f6n\u00fc\u015ft\u00fcrece\u011finiz hakk\u0131nda daha fazlas\u0131n\u0131 ke\u015ffedin.<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>CX 10 g\u00fcnl\u00fck \u00fccretsiz denemenize \u015fimdi eri\u015fin<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri sadakatini art\u0131rmaya m\u0131 yoksa m\u00fc\u015fterinin kurumunuzla etkile\u015fim i\u00e7in harcad\u0131\u011f\u0131 \u00e7abay\u0131 azaltmaya m\u0131 odaklanman\u0131z gerekti\u011fini merak m\u0131 ediyorsunuz? Hem NPS [&hellip;]<\/p>\n","protected":false},"author":86,"featured_media":622834,"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":[1224],"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 \u00c7aba Puan\u0131 (CES) ile Net Tavsiye Skoru (NPS) | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES) ve Net Tavsiye Skoru (NPS) - iki pop\u00fcler metrik aras\u0131ndaki fark\u0131 anlamak i\u00e7in bir rehber m\u00fc\u015fteri \u00e7aba puan\u0131 ve nps\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-caba-puani-ces-ile-net-tavsiye-skoru-nps\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES) ile Net Tavsiye Skoru (NPS) | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES) ve Net Tavsiye Skoru (NPS) - 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