{"id":730576,"date":"2020-04-08T06:52:28","date_gmt":"2020-04-08T13:52:28","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/7-cigir-acan-musteri-memnuniyeti-anketi-ornegi\/"},"modified":"2020-04-08T06:52:28","modified_gmt":"2020-04-08T06:52:28","slug":"7-cigir-acan-musteri-memnuniyeti-anketi-ornegi","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/7-cigir-acan-musteri-memnuniyeti-anketi-ornegi\/","title":{"rendered":"7 \u00c7\u0131\u011f\u0131r a\u00e7an m\u00fc\u015fteri memnuniyeti anketi \u00f6rne\u011fi"},"content":{"rendered":"<p><span data-preserver-spaces=\"true\">E\u011fer bir i\u015fletme y\u00f6netiyorsan\u0131z, m\u00fc\u015fteri odakl\u0131l\u0131k terimini duymu\u015f olmal\u0131s\u0131n\u0131z. Ancak g\u00fcn\u00fcm\u00fcz d\u00fcnyas\u0131nda bu o kadar \u00f6nemli hale geldi ki, bir kurulu\u015fun ba\u015far\u0131s\u0131 art\u0131k sadece m\u00fc\u015fteri odakl\u0131l\u0131\u011fa ba\u011fl\u0131 de\u011fil. \u015eirketlerin m\u00fc\u015fterilerle ilgili tak\u0131nt\u0131l\u0131 olmalar\u0131 ve s\u00fcrekli olarak m\u00fc\u015fteri deneyimini nas\u0131l iyile\u015ftirebileceklerini d\u00fc\u015f\u00fcnmeleri gerekir. Bu uygulaman\u0131n temelinde m\u00fc\u015fteri memnuniyeti yatmaktad\u0131r.  <\/span><\/p>\n<h2><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti nedir?<\/span><\/strong><\/h2>\n<p>M\u00fc\u015fteri memnuniyeti,<span data-preserver-spaces=\"true\"> m\u00fc\u015fterilerin bir \u00fcr\u00fcn veya hizmetten beklentilerinin ne kadar iyi kar\u015f\u0131land\u0131\u011f\u0131n\u0131n derecesidir<\/span>.<\/p>\n<p><span data-preserver-spaces=\"true\">Dokunulamaz ve g\u00f6r\u00fclemez olsa da, veri toplanarak \u00f6l\u00e7\u00fclebilir. \u015eirketler m\u00fc\u015fterilerine bir dizi soru sorabilir ve verdikleri yan\u0131tlara g\u00f6re m\u00fc\u015fterilerin memnun olup olmad\u0131klar\u0131na karar verilebilir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">\u00c7evrimi\u00e7i anket, m\u00fc\u015fteri memnuniyeti verilerini toplaman\u0131n en yayg\u0131n y\u00f6ntemlerinden biridir. \u00c7e\u015fitli temel ve geli\u015fmi\u015f soru t\u00fcrleri olsa da, bunlar taraf\u0131ndan toplanan veriler temel olarak iki kategoriye ayr\u0131labilir.<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Nicel veriler: Bu t\u00fcr veriler say\u0131salla\u015ft\u0131r\u0131labilir ve istatistiksel raporlar olu\u015fturmak i\u00e7in kullan\u0131labilir.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Nitel veriler: Bu t\u00fcr veriler, genel olarak \u00f6l\u00e7\u00fclemeyen duygular, ifadeler vb. gibi soyut kavramlarla ilgilidir. Bununla birlikte, do\u011fal dil i\u015fleme ve yapay zeka alan\u0131ndaki son geli\u015fmelerle birlikte, metinsel verilerden anlaml\u0131 i\u00e7g\u00f6r\u00fcler elde etmek i\u00e7in kullan\u0131labilir.<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Hem nicel hem de nitel veriler, m\u00fc\u015fterilerin ne kadar memnun olduklar\u0131na dair b\u00fct\u00fcnsel bir g\u00f6r\u00fc\u015f elde etmek i\u00e7in kullan\u0131l\u0131r.<\/span><\/p>\n<h2><strong><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti neden bu kadar \u00f6nemli?<\/span><\/strong><\/h2>\n<p><span data-preserver-spaces=\"true\">\u00c7ok say\u0131da se\u00e7enek aras\u0131ndan se\u00e7im yapman\u0131z gereken bir durumda oldu\u011funuzda, kendiniz i\u00e7in bir ni\u015f olu\u015fturman\u0131z gerekir.  <\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Di\u011fer benzer \u00fcr\u00fcnlerle rekabet etmeniz gerekti\u011finde m\u00fc\u015fteri memnuniyeti bir farkl\u0131la\u015ft\u0131r\u0131c\u0131 olabilir. Birisi sizin \u00fcr\u00fcn veya hizmetlerinizi kullanm\u0131\u015f ve olumlu bir deneyim ya\u015fam\u0131\u015fsa, rakiplerinize k\u0131yasla sizin \u00fcr\u00fcn veya hizmetlerinizi tercih edecektir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteriler, i\u015fletmenizin hayatta kalmas\u0131n\u0131 sa\u011flayan \u015feydir. Bu nedenle, mutlu olmalar\u0131 \u00e7ok \u00f6nemlidir. Ayr\u0131ca, memnun olmaya devam etmeleri de ayn\u0131 derecede \u00f6nemlidir. M\u00fc\u015fteri yolculu\u011fu hakk\u0131nda daha fazla bilgi edinmek i\u00e7in d\u00fczenli olarak geri bildirimleri istenmelidir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">M\u00fc\u015fteri memnuniyeti anketi, \u00fcr\u00fcn ve hizmetlerinizle ilgili be\u011fendikleri alanlar\u0131 ve daha da \u00f6nemlisi neleri iyile\u015ftirmek istediklerini \u00f6\u011frenmenize yard\u0131mc\u0131 olur. Ancak anketinizden do\u011fru i\u00e7g\u00f6r\u00fcler elde edebilmeniz i\u00e7in sorular\u0131n do\u011fru ifade edilmi\u015f olmas\u0131 gerekir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">A\u015fa\u011f\u0131da, ilham almak i\u00e7in harika buldu\u011fumuz m\u00fckemmel m\u00fc\u015fteri memnuniyeti anket \u00f6rneklerinden baz\u0131lar\u0131 yer almaktad\u0131r.<\/span><\/p>\n<p style=\"text-align: center;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/?lan=en&amp;sourceRef=blog?lan=en&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>\u00dccretsiz m\u00fc\u015fteri memnuniyeti anketi \u015fablonlar\u0131<\/strong><\/a><\/p>\n<h2><span data-preserver-spaces=\"true\">\u00c7\u0131\u011f\u0131r a\u00e7an m\u00fc\u015fteri memnuniyeti anketi \u00f6rnekleri<\/span><\/h2>\n<ol>\n<li>\n<h3><span data-preserver-spaces=\"true\">Nike<\/span><\/h3>\n<\/li>\n<\/ol>\n<p><span data-preserver-spaces=\"true\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-97458\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/1200px-Logo_NIKE.svg.png\" alt=\"Nike\" width=\"458\" height=\"165\"><\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Nike, m\u00fc\u015fterilerinin geri bildirimlerine en \u00e7ok \u00f6nem veren \u015firketlerden biri olarak kabul ediliyor. M\u00fc\u015fteri memnuniyeti anketi, ma\u011faza ziyaret\u00e7ilerinin deneyimleri hakk\u0131nda daha fazla bilgi edinmeyi ama\u00e7lamaktad\u0131r. Bununla birlikte, ma\u011faza hakk\u0131nda bir ziyaret\u00e7inin bir \u00fcr\u00fcn\u00fc sat\u0131n alma karar\u0131n\u0131 etkileyebilecek bir\u00e7ok \u015fey olabilir.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Ma\u011fazadan al\u0131\u015fveri\u015f yapan Nike m\u00fc\u015fterilerinin memnuniyet d\u00fczeyini etkileyebilecek fakt\u00f6rlerden baz\u0131lar\u0131 \u015funlard\u0131r<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">\u00dcr\u00fcn yerle\u015ftirme<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">\u00dcr\u00fcnlerin d\u00fczenlenmesi<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">\u00dcr\u00fcn yelpazesi<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Personel davran\u0131\u015f\u0131<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Personel servisi<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Personel kar\u015f\u0131lama<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Ma\u011faza konumu<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Ma\u011faza olanaklar\u0131<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Ma\u011faza ambiyans\u0131<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Nike, m\u00fc\u015fteri davran\u0131\u015flar\u0131n\u0131 ve kararlar\u0131n\u0131 etkileyen \u00e7ok say\u0131da fakt\u00f6r oldu\u011fundan, her biri i\u00e7in \u00f6zel sorular olmas\u0131 gerekti\u011finin fark\u0131ndad\u0131r.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">A\u015fa\u011f\u0131daki m\u00fc\u015fteri memnuniyeti anketi \u00f6rne\u011finde Nike, personel kar\u015f\u0131lamalar\u0131n\u0131n sat\u0131n alma kararlar\u0131n\u0131 nas\u0131l etkiledi\u011fine ili\u015fkin hedefe y\u00f6nelik sorular sormaktad\u0131r. Kat\u0131l\u0131mc\u0131lar deneyimlerini hi\u00e7 etkilememekten \u00e7ok g\u00fc\u00e7l\u00fc etkiye kadar de\u011fi\u015fen bir \u00f6l\u00e7ekte de\u011ferlendirebilirler. Yorum kutusunda se\u00e7imlerinin arkas\u0131ndaki nedeni a\u00e7\u0131klayabilecekleri gibi ba\u015fka yorumlar da b\u0131rakabilirler. Bu t\u00fcr metinsel yan\u0131tlar duygu analizi, kelime bulutu ve di\u011fer metin analizi raporlar\u0131 gibi metin analitikleri i\u00e7in kullan\u0131labilir.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-95811 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/Nike.jpg\" alt=\"online m\u00fc\u015fteri\u0307 memnuni\u0307yeti\u0307 anketi\u0307 \u00f6rnekleri\u0307\" width=\"791\" height=\"517\"> <img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-95818 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/nike-2.jpg\" alt=\"m\u00fc\u015fteri\u0307 memnuni\u0307yeti\u0307 anket \u00f6rnekleri\u0307\" width=\"796\" height=\"430\"><\/p>\n<p><strong>Temel \u00f6zellikler<\/strong><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\"><strong>Geri bildirimlerin ayr\u0131\u015ft\u0131r\u0131lmas\u0131na yard\u0131mc\u0131 olur<\/strong>: Farkl\u0131 etkileyen fakt\u00f6rler i\u00e7in sorular oldu\u011fundan, hangi fakt\u00f6r i\u00e7in hangi geri bildirimin oldu\u011funu bulmak kolayd\u0131r. Rapor olu\u015fturmay\u0131 kolay ve anla\u015f\u0131l\u0131r hale getirir. Sizin i\u00e7in \u00f6nemli olan verileri kolayca bulabilir ve b\u00f6ylece raporlar\u0131 anlamak i\u00e7in zaman kazanabilirsiniz.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>Belirli iyile\u015ftirme alanlar\u0131n\u0131 vurgular<\/strong>: A\u015fa\u011f\u0131daki m\u00fc\u015fteri memnuniyeti anketi \u00f6rne\u011finde, diyelim ki m\u00fc\u015fteri \u00e7ok g\u00fc\u00e7l\u00fc etkiye yak\u0131n olan 8 veya 9&#8217;u se\u00e7seydi, Nike personelinden m\u00fc\u015fterileri ayn\u0131 \u015fekilde kar\u015f\u0131lamaya devam etmelerini isteyecekti. Bu durum, personel kar\u015f\u0131lamas\u0131n\u0131n sat\u0131\u015flar\u0131 art\u0131rmada \u00f6nemli bir fakt\u00f6r oldu\u011funu ve di\u011fer yerlerdeki ma\u011fazalarda da uygulanabilece\u011fini g\u00f6stermektedir.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>Hangi fakt\u00f6r\u00fcn ne kadar iyile\u015ftirilmesi gerekti\u011fini bulmak kolayd\u0131r<\/strong>: A\u015fa\u011f\u0131daki anket say\u0131sal bir \u00f6l\u00e7ek kulland\u0131\u011f\u0131ndan, \u015firket belirli bir alan\u0131n ne kadar iyile\u015ftirmeye ihtiyac\u0131 oldu\u011funu kolayca \u00f6l\u00e7ebilir. Ayr\u0131ca, sonu\u00e7lar\u0131n ge\u00e7mi\u015f geri bildirimlerle kar\u015f\u0131la\u015ft\u0131r\u0131lmas\u0131na da yard\u0131mc\u0131 olur. Dolay\u0131s\u0131yla, diyelim ki 4&#8217;ten 8&#8217;e 4 puanl\u0131k bir iyile\u015fme varsa, \u015firket m\u00fc\u015fteri deneyiminin iyile\u015fti\u011finden emin olabilir.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>\u00d6zel g\u00f6r\u00fcn\u00fcm ve his<\/strong>: Bu, yukar\u0131daki anketin marka stillerine uymas\u0131 i\u00e7in bir ba\u015fka \u00e7arp\u0131c\u0131 \u00f6zelli\u011fidir. Nike gibi i\u015fletmeler, m\u00fc\u015fterilerle temas noktalar\u0131 olduklar\u0131 i\u00e7in markal\u0131 anketler olu\u015fturmal\u0131d\u0131r. Ve t\u0131pk\u0131 perakende ma\u011fazalar\u0131 ve web siteleri gibi, m\u00fc\u015fteri memnuniyeti anketleri arac\u0131l\u0131\u011f\u0131yla da marka seslerini iletmelidirler.<\/span><\/li>\n<li><strong>\u0130lerleme<\/strong> \u00e7ubu\u011fu: \u0130lerleme \u00e7ubu\u011fu, anket tamamlanma y\u00fczdesinin g\u00f6rsel bir temsilini verir. Kat\u0131l\u0131mc\u0131lar\u0131n anketi tamamlamalar\u0131n\u0131n ne kadar s\u00fcrece\u011fini tahmin etmelerine yard\u0131mc\u0131 olur. Bu, anketi olu\u015fturan\u0131n anketi hedef kullan\u0131c\u0131lar\u0131 g\u00f6z \u00f6n\u00fcnde bulundurarak tasarlad\u0131\u011f\u0131 m\u00fc\u015fteri odakl\u0131l\u0131\u011f\u0131n iyi bir \u00f6rne\u011fidir. Bu t\u00fcr bir anket tasar\u0131m\u0131, kat\u0131l\u0131mc\u0131lar\u0131n genel deneyimini geli\u015ftirir ve daha y\u00fcksek bir tamamlama oran\u0131 elde edilmesine yard\u0131mc\u0131 olur.<\/li>\n<\/ul>\n<p><strong><span data-preserver-spaces=\"true\">2. Alt Yol<\/span><\/strong><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-97480\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/subways-logo-1.png\" alt=\"Metro\" width=\"588\" height=\"207\"><span data-preserver-spaces=\"true\">SubWay, m\u00fc\u015fteri geri bildirimlerini toplamak i\u00e7in geli\u015fmi\u015f bir \u0131zgara kullan\u0131r. Belirli bir hizmet i\u00e7in a\u00e7\u0131l\u0131r listeden bir se\u00e7enek belirleyebilir ve deneyiminize g\u00f6re bir derecelendirme se\u00e7ebilirsiniz. Ayr\u0131ca ba\u015fka bir a\u00e7\u0131l\u0131r listeden derecelendirmeniz i\u00e7in bir neden se\u00e7ebilirsiniz.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Bu m\u00fc\u015fteri memnuniyeti anketi \u00f6rne\u011fi, en \u00f6zl\u00fc anketlerden biridir. Ekran alan\u0131ndan en iyi \u015fekilde yararlan\u0131r ve ayn\u0131 zamanda kat\u0131l\u0131mc\u0131lardan \u00e7ok say\u0131da anlaml\u0131 yan\u0131t toplar. Bu t\u00fcr anketlerin yan\u0131tlanma ve tamamlanma oranlar\u0131 daha y\u00fcksektir. Pazar ara\u015ft\u0131rmac\u0131lar\u0131 ve kurulu\u015flar, kat\u0131l\u0131mc\u0131lar\u0131na harika bir deneyim sunmak i\u00e7in bu t\u00fcr bir tasar\u0131m kullanmal\u0131d\u0131r.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-96138 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/subway-3.png\" alt=\"\u00fccretsiz m\u00fc\u015fteri memnuniyeti anketi \u00f6rnekleri\" width=\"900\" height=\"357\"><\/p>\n<p><strong>Temel \u00f6zellikler<\/strong><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\"><strong>K\u0131sa ve net<\/strong>: M\u00fc\u015fteri memnuniyeti anketleri ger\u00e7ekten uzun olabilir \u00e7\u00fcnk\u00fc genellikle bir kurulu\u015fun m\u00fc\u015fterilerinden pek \u00e7ok konuda geri bildirim almas\u0131 gerekir. Bu nedenle, sadece i\u015fletmeler i\u00e7in faydal\u0131 olmakla kalmay\u0131p m\u00fc\u015fterilerin de cevap vermek zorunda hissedece\u011fi bir anket olu\u015fturmak bir sanatt\u0131r. SubWay burada sanat\u0131 yakalam\u0131\u015f ve hassas, kompakt ve ayn\u0131 zamanda estetik a\u00e7\u0131dan ho\u015f bir anket ortaya \u00e7\u0131karm\u0131\u015ft\u0131r.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>\u00d6l\u00e7ek etiketlerini tekrarlamaz<\/strong>: SubWay, kat\u0131l\u0131mc\u0131lar\u0131n yan\u0131tlar\u0131n\u0131 nas\u0131l yorumlad\u0131klar\u0131n\u0131 belirtmek i\u00e7in ba\u015fl\u0131k alan\u0131n\u0131 kullanm\u0131\u015ft\u0131r. Burada, 10&#8217;un \u00e7ok memnuniyeti, 0&#8217;\u0131n ise hi\u00e7 tatmin edici olmayan deneyimi ifade etti\u011fini belirtmi\u015flerdir.  <\/span><span data-preserver-spaces=\"true\">G\u00f6rd\u00fc\u011f\u00fcn\u00fcz gibi, 0-10 aras\u0131 bir \u00f6l\u00e7ekle \u00e7ok noktal\u0131 bir matris \u00f6l\u00e7e\u011fi kullanan bir\u00e7ok soru var. \u00d6l\u00e7ek etiketlerini hepsi i\u00e7in tekrarlamak yerine, sadece en \u00fcstte belirtmi\u015flerdir.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>\u00d6zelle\u015ftirilmi\u015f sorular<\/strong>: Soruyu her m\u00fc\u015fteriyle alakal\u0131 hale getirmek i\u00e7in SubWay, soru metninde metin borular\u0131na sahiptir. Bir\u00e7ok anket arac\u0131, \u00e7al\u0131\u015fma zaman\u0131nda bir de\u011fi\u015fken yerine bir metin yerle\u015ftiren bu \u00f6zelli\u011fi sunar. B\u00f6ylece, kat\u0131l\u0131mc\u0131lar soruyu yan\u0131tlad\u0131klar\u0131nda, anketin kendileri i\u00e7in \u00f6zelle\u015ftirildi\u011fini hissederler.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>\u0130lgili cevap se\u00e7enekleri<\/strong>: A\u00e7\u0131l\u0131r listede olduk\u00e7a olas\u0131 senaryolar veya geri bildirimlerinin arkas\u0131ndaki nedenler olabilecek cevap se\u00e7enekleri vard\u0131r. Hem sorular hem de cevaplar iyi ifade edilmi\u015f ve sekt\u00f6rlerine \u00f6zg\u00fcd\u00fcr. Bu, daha iyi kararlar almalar\u0131na ve sonu\u00e7lardan eyleme ge\u00e7irilebilir istihbarat toplamalar\u0131na yard\u0131mc\u0131 olur.<\/span><\/li>\n<\/ul>\n<p><strong><span data-preserver-spaces=\"true\">3. Delta Havayollar\u0131<\/span><\/strong><span data-preserver-spaces=\"true\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-97473\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/delta-logo-e1586413579664.png\" alt=\"delta havayollari\" width=\"626\" height=\"217\"><\/span><span data-preserver-spaces=\"true\">Delta Havayollar\u0131, m\u00fc\u015fteri deneyimi ve m\u00fc\u015fteri memnuniyetinin \u00e7ok \u00f6nemli oldu\u011fu bir ba\u015fka \u015firkettir. Daha iyi hizmetler sunabilmek i\u00e7in bu parametreleri \u00f6l\u00e7melerine yard\u0131mc\u0131 olacak bir dizi soru sorarlar. Nike gibi Delta Havayollar\u0131 m\u00fc\u015fterilerinin memnuniyetini de etkileyen pek \u00e7ok fakt\u00f6r vard\u0131r. En etkili fakt\u00f6rlerden baz\u0131lar\u0131 \u015funlard\u0131r<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">U\u00e7u\u015f g\u00f6revlilerinin davran\u0131\u015flar\u0131<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">\u0130zin verilen bagajlar ve bak\u0131m\u0131<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Koltuklar\u0131n konforu<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">U\u00e7ak i\u00e7i e\u011flence<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Yemekler<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">U\u00e7u\u015f deneyimi<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Bunlar\u0131n d\u0131\u015f\u0131nda, u\u00e7u\u015f g\u00f6revlilerinin davran\u0131\u015flar\u0131, yolcular\u0131n u\u00e7ak i\u00e7i deneyimi s\u00f6z konusu oldu\u011funda farkl\u0131la\u015ft\u0131r\u0131c\u0131 olabilir. Bu nedenle Delta Havayollar\u0131, yolcular\u0131 i\u00e7in k\u0131sa ama ayr\u0131nt\u0131l\u0131 bir u\u00e7ak i\u00e7i hizmet anketi olu\u015fturdu.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-97291\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/delta-customer-satisfaction-survey.jpg\" alt=\"delta-m\u00fc\u015fteri-memnuniyet-anketi\" width=\"988\" height=\"592\"><\/p>\n<p><strong>Temel \u00f6zellikler<\/strong><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\"><strong>Soru metninde \u00f6rnekler<\/strong>: Delta, yolcular\u0131n sorular\u0131 yan\u0131tlamas\u0131n\u0131 kolayla\u015ft\u0131rmak i\u00e7in soru metninde \u00f6rnekler vermi\u015ftir. Yolcular\u0131n se\u00e7ene\u011fe karar vermesine ve soruyu net bir \u015fekilde anlamas\u0131na yard\u0131mc\u0131 olur.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>En iyiyi hedeflemek<\/strong>: Son soruda Delta, &#8220;Bizim i\u00e7in ba\u015fka yorumlar\u0131n\u0131z veya \u00f6nerileriniz var m\u0131?&#8221; \u015feklinde genel bir soru sormak yerine, yolcular\u0131n\u0131n beklentilerini kar\u015f\u0131lay\u0131p kar\u015f\u0131lamad\u0131klar\u0131 veya a\u015f\u0131p a\u015fmad\u0131klar\u0131 konusunda \u00e7ok spesifik bir soru sordu. M\u00fc\u015fteri memnuniyetinin onlar i\u00e7in \u00f6nemli oldu\u011fu mesaj\u0131n\u0131 verir. Kendilerini en iyi havayolu \u015firketi haline getirmeyi hedeflerler ve bu nedenle kendilerini en iyi hale getirecek \u00f6zel geri bildirim ve \u00f6neriler isterler.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>N\/A se\u00e7ene\u011fi<\/strong>: Anketi olu\u015fturan ki\u015fi, sorunun yolcu i\u00e7in ge\u00e7erli olmayabilece\u011finin fark\u0131ndad\u0131r ve bu senaryoyu g\u00f6z \u00f6n\u00fcnde bulundurmak i\u00e7in cevap se\u00e7eneklerinden biri olarak N\/A se\u00e7ene\u011fini eklemi\u015ftir.<\/span><\/li>\n<\/ul>\n<p><strong><span data-preserver-spaces=\"true\">4. <strong>McDonald&#8217;s<\/strong><\/span><\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-106818\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/The-Token.png\" alt=\"mcdonalds\" width=\"525\" height=\"300\"><\/p>\n<p><span style=\"font-weight: 400;\">McDonald&#8217;s k\u0131talara yay\u0131lan ve her g\u00fcn \u00e7ok say\u0131da m\u00fc\u015fteriye hizmet veren bir markad\u0131r. Hizmet, i\u015flerinin ve b\u00fcy\u00fck ba\u015far\u0131lar\u0131n\u0131n \u00f6nemli bir bile\u015fenidir. \u00c7evrimi\u00e7i portallar\u0131 McDVoice, m\u00fc\u015fterilerin fi\u015flerinden anket kodunu girmelerine olanak tan\u0131yor. Bu, m\u00fc\u015fterilerin anketlere kat\u0131lmas\u0131 i\u00e7in uygundur ve m\u00fc\u015fterilerine geri bildirimlerinin \u00f6nemli oldu\u011funu g\u00f6sterir. Bir anket kodu eksik olsa bile m\u00fc\u015fterilerin yine de geri bildirim sa\u011flayabilece\u011fini unutmamak \u00f6nemlidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Daha da dikkat \u00e7ekici olan, kat\u0131l\u0131mc\u0131lara anketi doldurmak i\u00e7in ihtiya\u00e7 duyduklar\u0131 ayr\u0131nt\u0131lar\u0131 nerede bulacaklar\u0131n\u0131 g\u00f6stermeleridir. Bu ayr\u0131nt\u0131lar, yan\u0131tlar\u0131 filtrelemelerine ve verilerin daha ayr\u0131nt\u0131l\u0131 bir g\u00f6r\u00fcn\u00fcm\u00fcne sahip olmalar\u0131na yard\u0131mc\u0131 olabilir.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95748 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/Macdonalds-1.png\" alt=\"Mcdonalds-1\" width=\"635\" height=\"518\"><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95762 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/macdonalds-2.png\" alt=\"macdonalds-2\" width=\"615\" height=\"607\"><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95776 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/Macdonalds-3.png\" alt=\"Macdonalds-3\" width=\"629\" height=\"365\"><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95783 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/Macdonalds-4.png\" alt=\"Macdonalds-4\" width=\"630\" height=\"371\"><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95790 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/macdonalds-4_001.png\" alt=\"macdonalds-4_001\" width=\"626\" height=\"306\"><\/p>\n<p><b>Temel \u00f6zellikler<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><strong>Marka temalar\u0131<\/strong>: Anket \u015fablonu logolar\u0131n\u0131 ta\u015f\u0131r ve ayr\u0131ca marka renklerini ve temalar\u0131n\u0131 takip eder. Bu sadece anket \u015fablonuna \u00f6zg\u00fcnl\u00fck ve g\u00fcvenilirlik kazand\u0131rmakla kalmaz, ayn\u0131 zamanda anket yan\u0131tlama oran\u0131n\u0131 da art\u0131r\u0131r.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><strong>Basit se\u00e7im se\u00e7enekleri<\/strong>: Anket, m\u00fc\u015fterilerin kolayca se\u00e7ebilece\u011fi cevap se\u00e7enekleri olarak onay kutular\u0131na sahiptir. Bu, kat\u0131l\u0131mc\u0131lar i\u00e7in k\u00fclfetli de\u011fildir ve anketi doldurmak uzun s\u00fcrmez. Bunu yapmak zamandan tasarruf sa\u011flar ve daha fazla bilgi i\u00e7in sonuna a\u00e7\u0131k u\u00e7lu bir soru ekleyebilirsiniz.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><strong>\u0130lerlemeyi g\u00f6sterir<\/strong>: Neredeyse t\u00fcm markalar m\u00fc\u015fteri memnuniyeti anketleri d\u00fczenlemektedir. M\u00fc\u015fterilerinizin markan\u0131z hakk\u0131nda ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc ve ne hissetti\u011fini bilmek \u00e7ok \u00f6nemlidir. Bu anketlerin s\u0131kl\u0131\u011f\u0131 kurulu\u015flara ve \u00e7al\u0131\u015fma odaklar\u0131na ba\u011fl\u0131d\u0131r. Ancak m\u00fc\u015fteriler her g\u00fcn \u00e7ok say\u0131da anket almaktad\u0131r. Anketlerinizin k\u0131sa, numaraland\u0131r\u0131lm\u0131\u015f ve ilerleme \u00e7ubu\u011funa sahip oldu\u011fundan emin olmak, anket b\u0131rakma oran\u0131n\u0131z\u0131 azaltmak i\u00e7in \u00e7ok \u00f6nemlidir. Bir ilerleme \u00e7ubu\u011funa sahip olmak, kat\u0131l\u0131mc\u0131lar\u0131n ka\u00e7 soru kald\u0131\u011f\u0131n\u0131 bilmelerini sa\u011flar ve anket tamamlama oranlar\u0131n\u0131z\u0131 art\u0131r\u0131r.<\/span><\/li>\n<\/ul>\n<p><strong><span data-preserver-spaces=\"true\">5. <strong>FedEx<\/strong><\/span><\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-106839\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/7e10c5933a93b6252161e63b60fd1fb6-1.png\" alt=\"fedex\" width=\"1185\" height=\"359\"><\/p>\n<p><span style=\"font-weight: 400;\">FedEx, hizmetlerini s\u00fcrekli olarak iyile\u015ftirmek i\u00e7in t\u00fcm m\u00fc\u015fterileriyle m\u00fc\u015fteri memnuniyeti anketleri yapmaktad\u0131r. Anketleri, yararlan\u0131lan hizmet t\u00fcr\u00fc, ziyaret tarihi ve saati, i\u015flem numaras\u0131 vb. gibi ilk sorulardan t\u00fcm temel ayr\u0131nt\u0131lar\u0131 al\u0131r. Kat\u0131l\u0131mc\u0131lar, 10 son derece memnun ve 0 son derece memnuniyetsiz olmak \u00fczere 0-10 aras\u0131nda bir puanlama yapmaktad\u0131r. M\u00fc\u015fterilerinin FedEx&#8217;i meslekta\u015flar\u0131na, arkada\u015flar\u0131na ve ailelerine tavsiye etme olas\u0131l\u0131klar\u0131n\u0131 g\u00f6rmek i\u00e7in bir Net Tavsiye Skoru (NPS) sorusu eklediklerinden emin olurlar. Bu, NPS puanlar\u0131n\u0131 hesaplamalar\u0131na ve m\u00fc\u015fterileri destekleyenler, kar\u015f\u0131 \u00e7\u0131kanlar veya pasifler olarak grupland\u0131rmalar\u0131na yard\u0131mc\u0131 olur.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95890 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/fedex-survey-4-1-1.jpg\" alt=\"fedex-survey-4-1-1\" width=\"1002\" height=\"652\"><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95883 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/fedex-survey-2-1-1.jpg\" alt=\"fedex-survey-2-1-1\" width=\"1043\" height=\"464\"><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95897 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/fedex-survey-5-1-1.jpg\" alt=\"fedex-survey-5-1-1\" width=\"1009\" height=\"557\"><\/p>\n<p><b>Temel \u00f6zellikler<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><strong>T\u00fcm bilgileri al\u0131n<\/strong>: M\u00fc\u015fteri anketleri yapmak yeterli de\u011fildir; m\u00fc\u015fteri geri bildirimlerini ve endi\u015felerini de eklemeniz gerekir. FedEx, ba\u015flang\u0131\u00e7ta t\u00fcm hayati bilgileri alarak m\u00fc\u015fterilere kolayca ula\u015fabilmelerini, ayr\u0131nt\u0131lar\u0131 alabilmelerini ve endi\u015felerini giderebilmelerini sa\u011flar. Ayr\u0131ca, belirli m\u00fc\u015fteriler i\u00e7in neyin i\u015fe yarad\u0131\u011f\u0131n\u0131 bilmek ve bunu di\u011fer m\u00fc\u015fteriler i\u00e7in tekrarlamak da i\u015fe yarar.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Derecelendirme <strong>\u00f6l\u00e7ekleri<\/strong>: FedEx taraf\u0131ndan kullan\u0131lan derecelendirme \u00f6l\u00e7ekleri, m\u00fc\u015fterilerin uygun geri bildirimi se\u00e7mesine yard\u0131mc\u0131 olur. FedEx bu bilgileri kullanarak m\u00fc\u015fterilerinin hizmetlerinden ne kadar memnun oldu\u011funu veya olmad\u0131\u011f\u0131n\u0131 net bir \u015fekilde g\u00f6rebiliyor.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><strong>Yolculuk \u00e7ubu\u011fu<\/strong>: M\u00fc\u015fteri anketi, anketin ilerleme durumunu g\u00f6stererek kat\u0131l\u0131mc\u0131lara sorular\u0131n y\u00fczde ka\u00e7\u0131n\u0131n kald\u0131\u011f\u0131n\u0131 bildirir. Bu, kat\u0131l\u0131mc\u0131lar\u0131 yar\u0131 yolda kaybetmemenize yard\u0131mc\u0131 olur ve anket tamamlama oranlar\u0131n\u0131 art\u0131r\u0131r.<\/span><\/li>\n<\/ul>\n<p><strong><span data-preserver-spaces=\"true\">6. <\/span>Walmart<\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-106846\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/wmt_h_r_c_-_Color_logo.jpg\" alt=\"walmart\" width=\"971\" height=\"284\"><\/p>\n<p><span style=\"font-weight: 400;\">Walmart bir\u00e7ok b\u00f6lgede faaliyet g\u00f6steriyor, bu da \u00e7e\u015fitli dilleri konu\u015fan m\u00fc\u015fterilere sahip olduklar\u0131 anlam\u0131na geliyor. Walmart&#8217;\u0131n m\u00fc\u015fteri anketlerinde, m\u00fc\u015fteriler anketi cevaplamak istedikleri dili se\u00e7ebiliyorlar. Bu, anket tamamlama oranlar\u0131n\u0131 art\u0131rmaya ve d\u00fcr\u00fcst yan\u0131tlar almaya kesinlikle yard\u0131mc\u0131 olur. \u00c7ok dilli anketler kullanmak insanlar\u0131 rahatlat\u0131r ve m\u00fc\u015fteri geri bildirimi toplamak i\u00e7in kesinlikle harika bir yoldur.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-96177 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/walmart-2-1.jpg\" alt=\"walmart-2\" width=\"1037\" height=\"689\"><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95911 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/walmart-3.jpg\" alt=\"walmart-3\" width=\"679\" height=\"555\"><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95918 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/walmart-4.jpg\" alt=\"walmart-4\" width=\"2256\" height=\"642\"><\/p>\n<p><b>Temel \u00f6zellikler<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00c7ok dilli anketler: Walmart, m\u00fc\u015fteri memnuniyeti anketleri i\u00e7in \u00e7e\u015fitli dilleri desteklemektedir. Bu, m\u00fc\u015fterilerinizin kendilerini rahat hissetmelerini sa\u011flamak ve g\u00f6r\u00fc\u015flerine ve geri bildirimlerine son derece de\u011fer verildi\u011fini bilmelerini sa\u011flamak i\u00e7in \u00f6nemlidir.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">D\u00fcr\u00fcst geri bildirime ilham verir: Anketlerinde dil se\u00e7enekleri var, logolar\u0131n\u0131 ta\u015f\u0131yorlar, cevaplamas\u0131 kolay ve \u00e7ok iyi bir yap\u0131sal ak\u0131\u015fa sahipler. T\u00fcm bu fakt\u00f6rler kat\u0131l\u0131mc\u0131lara g\u00fcven vermekte ve onlar\u0131 d\u00fcr\u00fcst ve samimi geri bildirimde bulunmaya te\u015fvik etmektedir. Bu, m\u00fc\u015fteri operasyonlar\u0131n\u0131 daha da iyile\u015ftirmek i\u00e7in \u00f6nemli ve de\u011ferli bilgilerin toplanmas\u0131na yard\u0131mc\u0131 olur.<\/span><\/li>\n<\/ul>\n<p><strong>7. Elma<\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-106853\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/og-default-1.jpg\" alt=\"elma\" width=\"431\" height=\"258\"><\/p>\n<p><span style=\"font-weight: 400;\">Apple m\u00fc\u015fteri odakl\u0131l\u0131\u011f\u0131 ile \u00fcnl\u00fcd\u00fcr ve bu durum \u00fcr\u00fcn ve hizmetlerine de yans\u0131maktad\u0131r. D\u00fcnya \u00e7ap\u0131nda en sad\u0131k m\u00fc\u015fterilerden baz\u0131lar\u0131na sahipler. Apple m\u00fc\u015fteri deneyimine farkl\u0131 bir g\u00f6zle bak\u0131yor ve bunu pazarlama ve m\u00fc\u015fteri hizmetleri giri\u015fimlerinde de g\u00f6stererek Steve Jobs&#8217;un \u00fcnl\u00fc s\u00f6z\u00fcn\u00fc yineliyor: &#8220;M\u00fc\u015fteri deneyimiyle ba\u015flamal\u0131 ve teknolojiye do\u011fru ilerlemelisiniz, tersi de\u011fil.&#8221;<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95962 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/apple-1-1.png\" alt=\"elma-1\" width=\"787\" height=\"647\"><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95984 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/apple9-1.png\" alt=\"elma9\" width=\"730\" height=\"562\"><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-95991 size-full\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/04\/apple-11-1.png\" alt=\"elma-11\" width=\"778\" height=\"538\"><\/p>\n<p><b>Temel \u00f6zellikler<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">En alta inin: Anket \u015fablonunda da g\u00f6rebilece\u011finiz gibi, kat\u0131l\u0131mc\u0131lara \u00e7ok say\u0131da se\u00e7enek sunulmu\u015ftur. Bu, Apple&#8217;\u0131n nedenleri tam olarak belirlemesine ve m\u00fc\u015fterilerin eylemlerinin nedenlerinin temeline inmesine yard\u0131mc\u0131 olur. Bu veriler \u00fcr\u00fcn geli\u015ftirmede, pazarlama kampanyalar\u0131nda, m\u00fc\u015fteri kayb\u0131 giri\u015fimlerinde vb. kullan\u0131\u015fl\u0131 olabilir.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Derecelendirme \u00f6l\u00e7ekleri: M\u00fc\u015fteri memnuniyetini ve di\u011fer \u00e7e\u015fitli hususlar\u0131 anlamak i\u00e7in kat\u0131l\u0131mc\u0131lar\u0131n doldurmas\u0131 kolay olan derecelendirme \u00f6l\u00e7ekleri kullan\u0131rlar. Ayr\u0131ca sorunlar\u0131n k\u00f6kenine inmek i\u00e7in a\u00e7\u0131k u\u00e7lu sorular da sunarlar. Kat\u0131l\u0131mc\u0131lar isterlerse bu ekstra bilgiyi vermeyi tercih edebilirler. Bu yorumlar, belirli m\u00fc\u015fteri sorunlar\u0131n\u0131 s\u0131f\u0131rlamak ve bunlar\u0131 ele almak i\u00e7in \u00e7ok \u00f6nemlidir.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Basitlik anahtard\u0131r: Apple&#8217;\u0131n anket tasar\u0131m\u0131 ve \u015fablonu olduk\u00e7a basittir ve dikkat da\u011f\u0131t\u0131c\u0131 unsurlardan ka\u00e7\u0131n\u0131r. Bu, kat\u0131l\u0131mc\u0131lar\u0131n ankete odaklanmas\u0131n\u0131 sa\u011flamaya ve iyi anket tamamlama sonu\u00e7lar\u0131 elde etmeye yard\u0131mc\u0131 olur. \u00c7ok fazla renk ve tema kullanan \u015fablonlar dikkat da\u011f\u0131t\u0131c\u0131 ve itici olma e\u011filimindedir.<\/span><\/li>\n<\/ul>\n<h2><span data-preserver-spaces=\"true\">\u0130yi m\u00fc\u015fteri memnuniyeti anketleri nas\u0131l olu\u015fturulur?<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">\u0130stenilen sonu\u00e7lar\u0131 veren iyi m\u00fc\u015fteri memnuniyeti anketleri olu\u015fturmak a\u015fa\u011f\u0131daki fakt\u00f6rlere ba\u011fl\u0131d\u0131r.<\/span><\/p>\n<p><strong>1. Anket tasarlama<\/strong><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\"><strong>K\u0131sa ve net sorular yaz\u0131n<\/strong>: Basit \u00e7oktan se\u00e7meli sorular\u0131n ve NPS, geli\u015fmi\u015f grid, b\u00fct\u00e7e \u00f6l\u00e7e\u011fi gibi geli\u015fmi\u015f soru t\u00fcrlerinin bir kar\u0131\u015f\u0131m\u0131n\u0131 kullan\u0131n. Kat\u0131l\u0131mc\u0131lar ankette uzun metin veya \u00e7ok fazla soru g\u00f6r\u00fcrse anket tamamlama oran\u0131 d\u00fc\u015fecektir. \u0130yi bir anket sorusu sadece bir par\u00e7a veri ister ve i\u00e7 i\u00e7e ge\u00e7mi\u015f sorular i\u00e7ermez. Veriler sonu\u00e7suz kalabilece\u011finden metin i\u00e7inde &#8216;ve&#8217; ve &#8216;veya&#8217; kullanmaktan ka\u00e7\u0131n\u0131n. \u00d6nyarg\u0131dan, \u00e7ifte olumsuzluktan, karma\u015f\u0131k dilden, varsay\u0131msal sorulardan ve zor kavramlardan ka\u00e7\u0131n\u0131n.  <\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>G\u00f6r\u00fcn\u00fcm\u00fc ve hissi \u00f6zelle\u015ftirin<\/strong>: Anketinizin g\u00f6r\u00fcn\u00fcm\u00fc yan\u0131t oran\u0131n\u0131z\u0131 etkileyebilir. D\u00fczg\u00fcn tasarlanmam\u0131\u015f, eski p\u00fcsk\u00fc g\u00f6r\u00fcn\u00fcml\u00fc bir anket, kat\u0131l\u0131mc\u0131lar\u0131 sorular\u0131 yan\u0131tlamaktan uzakla\u015ft\u0131racakt\u0131r. Ayr\u0131ca marka imaj\u0131n\u0131 da bozar ve bu nedenle i\u015f kaybedebilirsiniz. Bu nedenle, m\u00fc\u015fteri memnuniyeti anketiniz kartvizitiniz gibi hareket edebilir ve bu nedenle markan\u0131z\u0131n sesini ve tarz\u0131n\u0131 yans\u0131tmak i\u00e7in her t\u00fcrl\u00fc \u00e7aba g\u00f6sterilmelidir. Logoyu, yaz\u0131 tipi rengini, temay\u0131, \u00fcstbilgiyi, altbilgiyi \u00f6zelle\u015ftirin ve profesyonel g\u00f6r\u00fcnmek i\u00e7in m\u00fc\u015fteri memnuniyeti anketinize bir logo ekleyin.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>Anket mant\u0131\u011f\u0131 ve programlama ekleyin<\/strong>: Kat\u0131l\u0131mc\u0131lar\u0131n\u0131z\u0131n yaln\u0131zca kendileriyle ilgili sorular\u0131 g\u00f6rmesini sa\u011flay\u0131n. Atlama mant\u0131\u011f\u0131, dallanma, sorular\u0131 ve cevap se\u00e7eneklerini g\u00f6sterme\/gizleme y\u00f6ntemlerini kullanarak onlar\u0131 do\u011fru sorulara y\u00f6nlendirin ve her t\u00fcrl\u00fc \u00f6nyarg\u0131y\u0131 \u00f6nlemek i\u00e7in hem sorular\u0131n hem de cevaplar\u0131n s\u0131ras\u0131n\u0131 rastgele ayarlay\u0131n.<\/span><\/li>\n<li><strong>Haz\u0131r \u015fablonlar\u0131 kullan\u0131n:<\/strong> Anketinize hangi sorular\u0131 dahil edece\u011finizden emin de\u011filseniz, haz\u0131r anket \u015fablonlar\u0131n\u0131 kullan\u0131n. Bu \u015fablonlar uzmanlar taraf\u0131ndan haz\u0131rlanm\u0131\u015ft\u0131r ve ihtiya\u00e7lar\u0131n\u0131za g\u00f6re \u00f6zelle\u015ftirilebilir. Zamandan tasarruf sa\u011flarlar ve kullan\u0131ma haz\u0131rd\u0131rlar.<\/li>\n<\/ul>\n<p style=\"text-align: center;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/survey-templates\/?lan=en&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>350+ \u00dccretsiz anket \u015fablonu<\/strong><\/a><\/p>\n<p><span data-preserver-spaces=\"true\"><strong>2<\/strong>. <strong>Bir anket da\u011f\u0131t\u0131n<\/strong><\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\"><strong>Do\u011fru platformu se\u00e7in<\/strong>: Anket ara\u00e7lar\u0131 size e-posta, mobil uygulama, web sitesi, sosyal medya ve QR kodu gibi bir\u00e7ok da\u011f\u0131t\u0131m ortam\u0131 sunar. Hedef kitlenizin cevap verme olas\u0131l\u0131\u011f\u0131n\u0131n y\u00fcksek oldu\u011fu yere ba\u011fl\u0131 olarak bunlardan birini se\u00e7ebilirsiniz. M\u00fc\u015fterilerinizin size d\u00fcr\u00fcst geri bildirimde bulunabilmesi i\u00e7in yan\u0131tlar\u0131 anonim de tutabilirsiniz.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>Do\u011fru hedef kitleyi se\u00e7in<\/strong>: Do\u011fru kitleyi hedeflemek, herhangi bir anketin ba\u015far\u0131s\u0131 i\u00e7in \u00e7ok \u00f6nemlidir. Hedef kitleyi demografik a\u00e7\u0131dan uygun oranda temsil edecek \u015fekilde do\u011fru \u00f6rneklem b\u00fcy\u00fckl\u00fc\u011f\u00fcn\u00fc se\u00e7in.<\/span><\/li>\n<\/ul>\n<p><strong>3. Sonu\u00e7lar\u0131 analiz edin<\/strong><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\"><strong>Raporlar olu\u015fturun<\/strong>: Yeterli say\u0131da yan\u0131t ald\u0131ktan sonra s\u0131ra verileri analiz etmeye gelir. &#8220;Hi\u00e7 memnun de\u011filim&#8221; ile &#8220;\u00c7ok memnunum&#8221; aras\u0131nda bir \u00f6l\u00e7ekte al\u0131nan yan\u0131tlardan M\u00fc\u015fteri Memnuniyeti Puan\u0131 (CSAT) olu\u015fturun. Farkl\u0131 m\u00fc\u015fteri gruplar\u0131n\u0131n nas\u0131l yan\u0131t verdi\u011fine ili\u015fkin ayr\u0131nt\u0131l\u0131 bir g\u00f6r\u00fcn\u00fcm elde etmek i\u00e7in sonu\u00e7lar\u0131 filtreleyin. Deneyimlerinin nas\u0131l oldu\u011funa ve etkileyen ortak fakt\u00f6rler olup olmad\u0131\u011f\u0131na dair bir fikir verir. Demografik \u00f6zelliklere, soruya, cihaz t\u00fcr\u00fcne, konuma ve daha fazlas\u0131na g\u00f6re veri filtreleri olu\u015fturun.  <\/span><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><span data-preserver-spaces=\"true\">D\u00fczenli olarak m\u00fc\u015fteri memnuniyeti anketleri yap\u0131n ve Trend analizi, anket kar\u015f\u0131la\u015ft\u0131rmas\u0131, kelime bulutu ve metin analizi raporu gibi raporlar olu\u015fturun. Sonu\u00e7lar\u0131 ge\u00e7mi\u015f raporlarla kar\u015f\u0131la\u015ft\u0131r\u0131n ve herhangi bir geli\u015fme olup olmad\u0131\u011f\u0131n\u0131 g\u00f6r\u00fcn. E\u011fer \u00f6yleyse, m\u00fc\u015fteri deneyiminin geli\u015fti\u011fi ve dolay\u0131s\u0131yla \u00fcr\u00fcn ve hizmetlerinizden duyduklar\u0131 memnuniyetin de artt\u0131\u011f\u0131 anlam\u0131na gelir.<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\"><strong>\u00dc\u00e7\u00fcnc\u00fc taraf ara\u00e7larla entegre<\/strong> edin: M\u00fc\u015fteri memnuniyeti anketi sonu\u00e7lar\u0131n\u0131z\u0131n di\u011fer kaynaklardan gelen verilerle kar\u015f\u0131la\u015ft\u0131r\u0131ld\u0131\u011f\u0131nda nas\u0131l durdu\u011funu \u00f6\u011frenmek i\u00e7in anket yaz\u0131l\u0131m\u0131n\u0131z\u0131 Salesforce, Microsoft Dynamics CRM, Marketo, Hubspot, Tableau ve daha fazlas\u0131 gibi \u00fc\u00e7\u00fcnc\u00fc taraf uygulamalarla entegre edebilirsiniz. Ayr\u0131ca, pazarlama faaliyetlerinizi m\u00fc\u015fteri yan\u0131tlar\u0131na g\u00f6re otomatikle\u015ftirebilirsiniz. \u00d6rne\u011fin, sonu\u00e7lar\u0131n analizi bir grup m\u00fc\u015fterinin \u00fcr\u00fcn grubu hakk\u0131nda yeterli bilgiye sahip olmad\u0131\u011f\u0131na i\u015faret ediyorsa, bu m\u00fc\u015fterilere otomatik olarak hedefli pazarlama e-postalar\u0131 g\u00f6nderilebilir.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>Sonu\u00e7lar\u0131<\/strong> d\u0131\u015fa aktar\u0131n: Sonu\u00e7lar\u0131 ekiple ve di\u011fer payda\u015flarla payla\u015fmak i\u00e7in anket sonu\u00e7lar\u0131n\u0131 .pdf, .doc ve .xls gibi yayg\u0131n olarak kullan\u0131lan formatlarda d\u0131\u015fa aktar\u0131n. Ayr\u0131ca anket raporunuzun ba\u011flant\u0131s\u0131n\u0131 web sitenize yerle\u015ftirebilir veya URL&#8217;yi Facebook ve Twitter gibi sosyal medya sitelerinde payla\u015fabilirsiniz.<\/span><\/li>\n<\/ul>\n<p><strong>4. Harekete ge\u00e7in<\/strong><\/p>\n<ul>\n<li><strong>Geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fc kapat\u0131n<\/strong>: M\u00fc\u015fteri memnuniyeti anketi yapman\u0131n t\u00fcm amac\u0131 m\u00fc\u015fterilerinizin mutlu olup olmad\u0131\u011f\u0131n\u0131 bilmektir. De\u011filse, deneyimlerini iyile\u015ftirebilece\u011finiz alanlar\u0131n neler oldu\u011funu \u00f6\u011frenin. Anketten ipu\u00e7lar\u0131 alabilir ve iyile\u015ftirme alanlar\u0131 \u00fczerinde \u00e7al\u0131\u015fabilirsiniz. Bir Gartner raporuna g\u00f6re, i\u015fletmelerin y\u00fczde 95&#8217;i m\u00fc\u015fteri geri bildirimi topluyor, ancak yaln\u0131zca y\u00fczde 10&#8217;u bunu ger\u00e7ekten kullan\u0131yor. M\u00fc\u015fterilerinizin geri bildirimlerini alarak ancak buna g\u00f6re hareket etmeyerek onlar\u0131 hayal k\u0131r\u0131kl\u0131\u011f\u0131na u\u011fratmay\u0131n. En iyi i\u015fletmeler harekete ge\u00e7tiklerinden ve bunu m\u00fc\u015fterilerine ilettiklerinden emin olurlar.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>E\u011fer bir i\u015fletme y\u00f6netiyorsan\u0131z, m\u00fc\u015fteri odakl\u0131l\u0131k terimini duymu\u015f olmal\u0131s\u0131n\u0131z. Ancak g\u00fcn\u00fcm\u00fcz d\u00fcnyas\u0131nda bu o kadar \u00f6nemli hale geldi ki, bir [&hellip;]<\/p>\n","protected":false},"author":86,"featured_media":709967,"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":[1127],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 \u00c7\u0131\u011f\u0131r a\u00e7an m\u00fc\u015fteri memnuniyeti anketi \u00f6rne\u011fi | QuestionPro<\/title>\n<meta name=\"description\" content=\"E\u011fer bir i\u015fletme y\u00f6netiyorsan\u0131z, m\u00fc\u015fteri odakl\u0131l\u0131k terimini duymu\u015f olmal\u0131s\u0131n\u0131z. 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