{"id":798708,"date":"2019-07-26T06:35:31","date_gmt":"2019-07-26T13:35:31","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/voc-geri-bildirimini-anlamak-icin-eksiksiz-bir-kilavuz\/"},"modified":"2019-07-26T06:35:31","modified_gmt":"2019-07-26T06:35:31","slug":"voc-geri-bildirimini-anlamak-icin-eksiksiz-bir-kilavuz","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/voc-geri-bildirimini-anlamak-icin-eksiksiz-bir-kilavuz\/","title":{"rendered":"VoC Geri Bildirimini anlamak i\u00e7in eksiksiz bir k\u0131lavuz"},"content":{"rendered":"<h2><b>M\u00fc\u015fterinin Sesi&nbsp;<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Vizyoner bir CEO, i\u015f d\u00fcnyas\u0131nda ileriye s\u0131\u00e7ramak i\u00e7in vazge\u00e7ilmez bir varl\u0131kt\u0131r. Bunun d\u0131\u015f\u0131nda, kanlar\u0131n\u0131 ve terlerini ak\u0131tan ve \u00fcr\u00fcn\u00fc teslim etmek i\u00e7in saatlerce \u00e7al\u0131\u015fan \u00e7al\u0131\u015fanlar da bir i\u015fletmenin ilerlemesinde \u00f6nemli bir paya sahiptir. Ancak, g\u00fcn\u00fcm\u00fcz\u00fcn rekabet\u00e7i d\u00fcnyas\u0131nda, i\u015fletmeler aktif olarak  <\/span><a href=\"https:\/\/www.questionpro.com\/voice-of-customer.html\"><br \/>\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri\u0307ni\u0307n sesi\u0307<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> geri bildirimler rekabette \u00fcst\u00fcnl\u00fck sa\u011flamak i\u00e7indir.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">VoC geri bildirimi, bir m\u00fc\u015fteri taraf\u0131ndan i\u015fletmelere verilen bir \u00f6neri veya g\u00f6r\u00fc\u015ft\u00fcr. M\u00fc\u015fterilerin g\u00f6r\u00fc\u015f ve \u00f6nerileri \u00f6nemlidir \u00e7\u00fcnk\u00fc harika bir m\u00fc\u015fteri deneyimi elde etmek i\u00e7in daha fazla \u00f6deme yapmaya haz\u0131rd\u0131rlar. Unutmay\u0131n, m\u00fc\u015fterileriniz neyi sevip neyi sevmediklerini sizden ve herkesten daha iyi bilirler. Bu nedenle, m\u00fc\u015fterinin sesini dinlemek ve \u00e7atlaktan kaymas\u0131na izin vermemek en \u00f6nemli endi\u015feniz olmal\u0131d\u0131r.&nbsp;<\/span><\/p>\n<h3><b>VoC Geri Bildirimi: neden buna ihtiyac\u0131n\u0131z var?&nbsp;<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Bug\u00fcnlerde i\u015fletmeler daha m\u00fc\u015fteri odakl\u0131 hale geliyor. \u0130\u015fletmeler art\u0131k m\u00fc\u015fterilerin ve onlar\u0131n taleplerinin insaf\u0131na kalm\u0131\u015f durumda. G\u00fcc\u00fcn a\u011f\u0131rl\u0131kl\u0131 olarak i\u015fletmelerden m\u00fc\u015fterilere kaymas\u0131, m\u00fc\u015fterileri i\u015f d\u00fcnyas\u0131nda \u00f6n plana \u00e7\u0131karm\u0131\u015ft\u0131r.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kapsaml\u0131 bir \u00fcr\u00fcn ve iyi bir m\u00fc\u015fteri hizmeti, bir i\u015fletmenin ba\u015far\u0131l\u0131 olmas\u0131 i\u00e7in tek norm de\u011fildir, ancak odak noktas\u0131 bir m\u00fc\u015fterinin beklentilerinin, ihtiya\u00e7lar\u0131n\u0131n ve isteklerinin \u00f6tesine ge\u00e7mi\u015ftir. Bu nedenle i\u015fletmelerin, m\u00fc\u015fterilerin sesinin nas\u0131l duyuldu\u011fu ve onlara nas\u0131l davran\u0131ld\u0131\u011f\u0131 konusunda daha dikkatli olmalar\u0131 gerekiyor.&nbsp;<\/span><\/p>\n<h4><b>VoC Geri Bildiriminin \u00d6nemi:<\/b><span style=\"font-weight: 400;\">&nbsp;<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">VoC geri bildirimi sayesinde i\u015fletmeler m\u00fc\u015fterilerin beklentilerini, neye ihtiya\u00e7 duyduklar\u0131n\u0131 ve \u00fcr\u00fcn veya hizmetlerinizden beklentilerinin neler oldu\u011funu anlar. \u0130\u015fletmeler m\u00fc\u015fterilerinin zihinlerinin i\u00e7ine bakma \u015fans\u0131 elde ettiklerinde, beklentilerini kar\u015f\u0131lamalar\u0131 ve ak\u0131llara durgunluk veren bir m\u00fc\u015fteri deneyimi sunmalar\u0131 daha kolay hale gelir.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ara\u015ft\u0131rmalara g\u00f6re, i\u015fletmelerin yakla\u015f\u0131k %36&#8217;s\u0131 ba\u015far\u0131l\u0131 bir <\/span><a href=\"https:\/\/www.questionpro.com\/voice-of-customer.html\"><br \/>\n  <span style=\"font-weight: 400;\">M\u00fc\u015fterinin sesi program\u0131<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> ve bir\u00e7o\u011fu m\u00fc\u015fteri yolculu\u011fundaki farkl\u0131 temas noktalar\u0131nda m\u00fc\u015fterilerle ba\u011flant\u0131 kurmak i\u00e7in ayn\u0131 yolu izliyor.&nbsp;<\/span><\/p>\n<h3><b>VoC geri bildirimini ne i\u00e7in kullanabilirsiniz?&nbsp;<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Bir VoC program\u0131 sadece m\u00fc\u015fterilere anketler g\u00f6ndermek ve onlardan geri bildirim istemekle s\u0131n\u0131rl\u0131 de\u011fildir, ayn\u0131 zamanda m\u00fc\u015fterilerinizi memnun etmek i\u00e7in i\u00e7g\u00f6r\u00fcler \u00fczerinde derhal harekete ge\u00e7mektir. Herhangi bir i\u015fletmenin ba\u015far\u0131l\u0131 olabilmesi i\u00e7in yap\u0131c\u0131 ele\u015ftiri \u00f6nemli bir rol oynar.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0130yi bir VoC anketi, sadece olumlu geri bildirim almakla s\u0131n\u0131rl\u0131 olmayan sondaj sorular\u0131 i\u00e7erir. Bunun yerine, yan\u0131tlar \u00fcr\u00fcn veya hizmetlerinizle ilgili i\u00e7g\u00f6r\u00fclerinizi sunar, \u00f6rne\u011fin m\u00fc\u015fteriler \u00fcr\u00fcn veya hizmetinizden memnun mu? Fiyat konusunda mutsuzlar m\u0131? \u00dcr\u00fcn\u00fcn\u00fcz\u00fc kolayca kullanabiliyorlar m\u0131? \u00dcr\u00fcn\u00fcn\u00fcz veya hizmetiniz onlar\u0131n hayat\u0131n\u0131 kolayla\u015ft\u0131rd\u0131 m\u0131? vs.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0130\u015fte bir VoC geri bildirim program\u0131 eklemek isteyebilece\u011finiz en \u00f6nemli be\u015f neden&nbsp;<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">M\u00fc\u015fterilerin ihtiya\u00e7lar\u0131n\u0131, g\u00f6r\u00fc\u015flerini ve beklentilerini tespit etmek&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">M\u00fc\u015fteri memnuniyetini etkileyen \u00fcr\u00fcn veya hizmetle ilgili \u00f6nemli sorunlar\u0131 anlamak ve \u00f6nceliklendirmek&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">M\u00fc\u015fterilere daha iyi bir m\u00fc\u015fteri deneyimi sunmak i\u00e7in stratejiler geli\u015ftirmek ve m\u00fc\u015fteri zorluklar\u0131yla ba\u015fa \u00e7\u0131kma yakla\u015f\u0131m\u0131n\u0131 sonu\u00e7land\u0131rmak.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ham m\u00fc\u015fteri yorumlar\u0131n\u0131 ve duygular\u0131n\u0131, e\u011fitim endi\u015felerini toplamak, kaybedilen sat\u0131\u015f f\u0131rsatlar\u0131n\u0131n arkas\u0131ndaki nedenleri anlamak, \u00e7alkalanan hesaplar\u0131 analiz etmek ve tekrar eden m\u00fc\u015fteri hikayelerini takdir etmek.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Net Tavsiye Skoru (NPS) veya M\u00fc\u015fteri Memnuniyeti (CSAT) Derecelendirmesini \u00f6l\u00e7mek i\u00e7in&nbsp;<\/span><\/li>\n<\/ul>\n<h3><b>Sesli Geri Bildirim: De\u011fi\u015fimi nas\u0131l y\u00f6nlendirir?&nbsp;<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Art\u0131k m\u00fc\u015fteri geri bildirimlerini nas\u0131l alaca\u011f\u0131n\u0131z\u0131 biliyorsunuz. \u0130lgili verileri de toplad\u0131n\u0131z, \u015fimdi soru \u015fu &#8211; bununla ne yapmal\u0131? \u00c7ok az say\u0131da kurulu\u015f toplanan i\u00e7g\u00f6r\u00fclere g\u00f6re hareket eder, bunun nedeni gelen i\u00e7g\u00f6r\u00fclere g\u00f6re hareket etmek i\u00e7in sahiplik ve hesap verebilirlikten yoksun olmalar\u0131d\u0131r. Bu nedenle, VoC geri bildirim verilerinden en iyi \u015fekilde yararlanmak i\u00e7in rol ve sorumluluklar atamak ve \u00e7al\u0131\u015fanlar\u0131n\u0131z\u0131n s\u00fcrece dahil olmas\u0131n\u0131 sa\u011flamak gerekir.&nbsp;<\/span><\/p>\n<p><b>Verileri ay\u0131r\u0131n:<\/b><span style=\"font-weight: 400;\"> Anket olu\u015fturmak, da\u011f\u0131tmak ve analiz etmek i\u00e7in yeterli \u00f6zellikler ve i\u015flevler sunan uygun bir \u00e7evrimi\u00e7i anket yaz\u0131l\u0131m\u0131 se\u00e7in. <\/span><a href=\"https:\/\/www.questionpro.com\/voice-of-customer.html\"><br \/>\n  <span style=\"font-weight: 400;\">M\u00fc\u015fterinin sesi geri bildirim anketi<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\">. Buna ek olarak, platformun CRM ve di\u011fer i\u015f sistemleriyle entegre oldu\u011fundan emin olun, b\u00f6ylece sekt\u00f6r, hesap t\u00fcr\u00fc, konum, \u00fcr\u00fcn s\u00fcr\u00fcm\u00fc vb. gibi m\u00fc\u015fteri meta verilerine eri\u015febilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ka\u00e7 m\u00fc\u015fterinin benzer sorunlar\u0131 oldu\u011funu ve ka\u00e7 m\u00fc\u015fterinin \u00fcr\u00fcn\u00fcn belirli bir \u00f6zelli\u011fi veya i\u015flevselli\u011fi ile ilgili g\u00f6r\u00fc\u015f bildirdi\u011fini belirlemek i\u00e7in analiz ara\u00e7lar\u0131n\u0131 kullan\u0131n. T\u00fcm toplananlar\u0131n tek bir yerde toplanmas\u0131 ve farkl\u0131 m\u00fc\u015fteri gruplar\u0131n\u0131n kar\u015f\u0131la\u015ft\u0131\u011f\u0131 sorunlara g\u00f6re ayr\u0131\u015ft\u0131r\u0131lmas\u0131, al\u0131nan \u00f6nlemlere ili\u015fkin ilerlemenin izlenmesini kolayla\u015ft\u0131rmaya yard\u0131mc\u0131 olur.&nbsp;<\/span><\/p>\n<p><b>Sahiplik atay\u0131n:<\/b><span style=\"font-weight: 400;\">  Her \u015fey haz\u0131r oldu\u011funda, m\u00fc\u015fteriler taraf\u0131ndan dile getirilen her bir sorun t\u00fcr\u00fcn\u00fc ele almak i\u00e7in ekipler ataman\u0131z gerekir. Atanan ekiplerin, \u00fcr\u00fcn veya hizmetin bu y\u00f6nlerini iyile\u015ftirmek i\u00e7in i\u00e7g\u00f6r\u00fclere g\u00f6re hareket etme sorumlulu\u011funu ve sahipli\u011fini \u00fcstlenmelerini sa\u011flay\u0131n. Her ekibe gelen m\u00fc\u015fteri geri bildirimlerini \u00f6l\u00e7me ve analiz etme eri\u015fimi verin.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir program sahibi olarak, al\u0131nan aksiyonlardaki ilerlemeyi izlemeniz ve NPS skorundaki iyile\u015fmeyi \u00f6l\u00e7mek i\u00e7in m\u00fc\u015fterilere bir takip anketi g\u00f6ndermeniz gerekir. E\u011fer bir  <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/strengthen-voice-of-the-customer-program\/\"><br \/>\n  <span style=\"font-weight: 400;\">VoC geri bildirim program\u0131<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> kurum k\u00fclt\u00fcr\u00fcn\u00fcz\u00fcn bir par\u00e7as\u0131d\u0131r.&nbsp;<\/span><\/p>\n<p><b>Harekete ge\u00e7in:<\/b><span style=\"font-weight: 400;\">  Geri bildirim \u00fczerine harekete ge\u00e7mek, ba\u015far\u0131l\u0131 bir VoC program\u0131n\u0131n en kritik ad\u0131m\u0131d\u0131r. Herhangi bir eylemde bulunmazsan\u0131z, m\u00fc\u015fterilerin seslerinin duyulmad\u0131\u011f\u0131n\u0131 hissedecekleri ve bir sonraki seferden itibaren seslerini payla\u015fma zahmetine bile girmeyecekleri a\u00e7\u0131kt\u0131r. Farkl\u0131 geri bildirim t\u00fcrleri i\u00e7in farkl\u0131 bir dizi eylem vard\u0131r, hangi eylemlerin kim taraf\u0131ndan yap\u0131lmas\u0131 gerekti\u011fini analiz etmeniz gerekir.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0130\u00e7g\u00f6r\u00fcler, ger\u00e7ekle\u015ftirdi\u011finiz belirli bir eylemin olumlu sonu\u00e7 verdi\u011fini g\u00f6steriyorsa, m\u00fc\u015fteriyi memnun etmek i\u00e7in fazla bir \u015fey yapman\u0131za gerek yoktur. Bununla birlikte, s\u00fcreci elden ge\u00e7irmek gibi b\u00fcy\u00fck bir de\u011fi\u015fiklik yapman\u0131z gereken \u00e7ok az i\u00e7g\u00f6r\u00fc vard\u0131r.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Olumlu bir yorumda bulunmu\u015f ya da sizi ele\u015ftirmi\u015f olmas\u0131na bak\u0131lmaks\u0131z\u0131n her kat\u0131l\u0131mc\u0131ya &#8220;geri bildiriminiz i\u00e7in te\u015fekk\u00fcr ederiz&#8221; diyerek te\u015fekk\u00fcr etmek daha iyi bir uygulamad\u0131r. Bir yan\u0131t mesaj\u0131, kat\u0131l\u0131mc\u0131lara geri bildirimlerinin okundu\u011funu ve yan\u0131t\u0131n\u0131za g\u00f6re hareket eden ve g\u00f6r\u00fc\u015fmeye haz\u0131r birinin oldu\u011funu iletir.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Di\u011fer en iyi uygulama, tamamen olumsuz bir yakla\u015f\u0131mla veya olumsuz bir yorumla yan\u0131t veren m\u00fc\u015fteriyle bir konu\u015fma yapmakt\u0131r. Payda\u015f sorunlar\u0131n\u0131 anlarsa, sorunlar\u0131n \u00e7\u00f6z\u00fclmesi kolayla\u015f\u0131r ve memnun olmayan m\u00fc\u015fterinin memnun m\u00fc\u015fteriye d\u00f6n\u00fc\u015f\u00fcm\u00fc bir kat daha artar.&nbsp;<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fterinin Sesi&nbsp; Vizyoner bir CEO, i\u015f d\u00fcnyas\u0131nda ileriye s\u0131\u00e7ramak i\u00e7in vazge\u00e7ilmez bir varl\u0131kt\u0131r. Bunun d\u0131\u015f\u0131nda, kanlar\u0131n\u0131 ve terlerini ak\u0131tan ve [&hellip;]<\/p>\n","protected":false},"author":86,"featured_media":1030795,"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":[1127,1192,1619],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>VoC Geri Bildirimi | M\u00fc\u015fterinin Sesi Geri Bildirim K\u0131lavuzu | QuestionPro<\/title>\n<meta name=\"description\" content=\"VoC geri bildiriminin ne anlama geldi\u011fini, neden kullanman\u0131z gerekti\u011fini ve i\u015finizi b\u00fcy\u00fctmek i\u00e7in VoC geri bildirimini nas\u0131l 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