{"id":798936,"date":"2020-07-30T22:15:33","date_gmt":"2020-07-30T22:15:33","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz\/"},"modified":"2023-06-20T22:43:31","modified_gmt":"2023-06-20T22:43:31","slug":"musteri-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz\/","title":{"rendered":"M\u00fc\u015fteri Memnuniyeti Derecelendirmesi: Nedir + \u0130zlenecek K\u0131lavuz"},"content":{"rendered":"\n<p>M\u00fc\u015fteri memnuniyeti derecelendirmesi, bir markan\u0131n m\u00fc\u015fteri ili\u015fkileri y\u00f6netimi program\u0131n\u0131n ba\u015far\u0131s\u0131n\u0131 veya ba\u015far\u0131s\u0131zl\u0131\u011f\u0131n\u0131 tahmin etmek i\u00e7in s\u0131kl\u0131kla kullan\u0131l\u0131r.<\/p>\n\n<p>M\u00fc\u015fteriler, destek talepleri \u00e7\u00f6z\u00fcld\u00fckten sonra iki se\u00e7enekli k\u0131sa bir anket doldurarak geri bildirimde bulunabilirler: olumlu veya olumsuz derecelendirme. M\u00fc\u015fteriler d\u00fc\u015f\u00fcncelerini iletmek isterlerse yorum da yazabilirler.  <\/p>\n\n<p>CSAT derecelendirmesi, \u00e7al\u0131\u015fanlar\u0131n\u0131z\u0131n etkinli\u011fini de\u011ferlendirmek i\u00e7in m\u00fckemmel bir yoldur ve bir misafir memnuniyeti takip sistemi ile uygun \u015fekilde kontrol edilebilir.<\/p>\n\n<p>Bu blogda, CSAT&#8217;in ne oldu\u011funu ele alaca\u011f\u0131z ve ayr\u0131ca daha iyi anlamak i\u00e7in eksiksiz bir rehber \u00f6\u011frenece\u011fiz.<\/p>\n\n<div class=\"tags-wrap\">\n<p class=\"content-index\" style=\"margin-top: 0;\">\u0130\u00e7erik Dizini<\/p>\n\n<ol style=\"font-weight: 400; margin: 0 30px; line-height: 22px;\">\n\t<li><a href=\"#What_is_the_customer_satisfaction_rating?\">M\u00fc\u015fteri memnuniyet derecesi nedir?<\/a><\/li>\n\t<li><a href=\"#Why_is_rating_CSAT_important?\">CSAT derecelendirmesi neden \u00f6nemlidir?<\/a><\/li>\n    <li><a href=\"#Types_of_customer_satisfaction_rating_scales\">M\u00fc\u015fteri memnuniyeti derecelendirme \u00f6l\u00e7eklerinin t\u00fcrleri<\/a><\/li>\n\t<li><a href=\"#How_does_customer_satisfaction_rating_work?\">M\u00fc\u015fteri memnuniyeti derecelendirmesi nas\u0131l \u00e7al\u0131\u015f\u0131r?<\/a><\/li>\n\t<li><a href=\"#Which_metrics_are_commonly_used_to_measure_and_rate_customer_satisfaction?\">M\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek ve derecelendirmek i\u00e7in yayg\u0131n olarak hangi \u00f6l\u00e7\u00fctler kullan\u0131l\u0131r?<\/a><\/li>\n\t<li><a href=\"#How_QuestionPro_CX_helps_in_customer_satisfaction_rating?\">QuestionPro CX m\u00fc\u015fteri memnuniyeti derecelendirmesine nas\u0131l yard\u0131mc\u0131 olur?<\/a><\/li>\n<\/ol>\n<\/div>\n\n<h2 class=\"wp-block-heading\" id=\"What_is_the_customer_satisfaction_rating?\">M\u00fc\u015fteri memnuniyet derecesi nedir?<\/h2>\n\n<p>M\u00fc\u015fteri memnuniyeti, m\u00fc\u015fterilerin bir \u015firketin \u00fcr\u00fcnleri, hizmetleri veya deneyimleriyle ilgili genel duygular\u0131n\u0131 veya memnuniyet d\u00fczeylerini ifade eder. CSAT derecesi veya m\u00fc\u015fteri memnuniyeti puan\u0131, \u00fcr\u00fcn ve hizmetlerinizin beklentileri ne kadar iyi kar\u015f\u0131lad\u0131\u011f\u0131n\u0131 g\u00f6sterir.  <\/p>\n\n<p>M\u00fc\u015fteri yolculu\u011funda \u00e7e\u015fitli m\u00fc\u015fteri <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-temas-noktalari-nedir-orneklerle-kilavuz\/\">temas noktalar\u0131<\/a> vard\u0131r; sat\u0131n alma \u00f6ncesi, sat\u0131n alma s\u0131ras\u0131 ve sat\u0131n alma sonras\u0131 temas noktalar\u0131n\u0131z vard\u0131r, bu da sorunsuz bir m\u00fc\u015fteri deneyimi elde etmeyi zorla\u015ft\u0131r\u0131r.<\/p>\n\n<p>M\u00fc\u015fteri memnuniyeti puan\u0131, m\u00fc\u015fteri memnuniyetini <a href=\"https:\/\/www.questionpro.com\/blog\/how-to-measure-customer-satisfaction\/\">\u00f6l\u00e7mek<\/a> i\u00e7in en kolay y\u00f6ntemlerden biridir. Sat\u0131n alma deneyimi, etkile\u015fim kalitesi vb. i\u00e7in m\u00fc\u015fteri mutlulu\u011funu \u00f6l\u00e7er. Fred Reichheld taraf\u0131ndan olu\u015fturulan <a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">Net Tavsiye Sistemi<\/a>, m\u00fc\u015fterilerin kurulu\u015funuz hakk\u0131nda ne hissettiklerini ve kurulu\u015funuzu arkada\u015flar\u0131na, meslekta\u015flar\u0131na ve sevdiklerine tavsiye etme isteklerini anlaman\u0131za yard\u0131mc\u0131 olur.  <\/p>\n\n<p>\u00d6zelle\u015ftirilmi\u015f anketler arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteri memnuniyeti seviyelerini \u00f6l\u00e7mek, m\u00fc\u015fteri destek ekiplerinizin ne kadar iyi \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 bilmenize yard\u0131mc\u0131 olur. M\u00fckemmel <a href=\"https:\/\/www.questionpro.com\/blog\/customer-service\/\">m\u00fc\u015fteri hizmetleri<\/a>, markan\u0131za sad\u0131k kalan memnun m\u00fc\u015fteriler sa\u011flar. CSAT skor sorular\u0131, farkl\u0131 y\u00f6nlere bakmak ve neyin i\u015fe yaray\u0131p neyin yaramad\u0131\u011f\u0131n\u0131 anlamak i\u00e7in \u00f6zelle\u015ftirilebilir.  <\/p>\n\n<p>Bu \u00e7ok y\u00f6nl\u00fcl\u00fck, pazar ara\u015ft\u0131rmac\u0131lar\u0131n\u0131n CSAT sorular\u0131n\u0131 tercih etmesinin nedenidir. Genellikle m\u00fc\u015fterilerinize &#8220;Hizmetlerimizden ne kadar memnunsunuz?&#8221; veya &#8220;Sat\u0131n alma deneyiminden ne kadar memnunsunuz?&#8221; gibi sorular sorularak \u00f6l\u00e7\u00fcl\u00fcr. Cevap 1 &#8211; 3, 1 &#8211; 5 veya 1 &#8211; 10 aras\u0131nda bir derecelendirme \u00f6l\u00e7e\u011fine g\u00f6re kaydedilir.<\/p>\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"917\" height=\"235\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/image.png\" alt=\"\" class=\"wp-image-795237\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/image.png 917w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/image-300x77.png 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/image-768x197.png 768w\" sizes=\"(max-width: 917px) 100vw, 917px\" \/><\/figure>\n\n<p>Pazar ara\u015ft\u0131rmac\u0131lar\u0131 genellikle be\u015fli \u00f6l\u00e7e\u011fi tercih eder; derecelendirmeler &#8216;son derece veya hi\u00e7 memnun de\u011filim&#8217; i\u00e7in 1 ve &#8216;son derece veya \u00e7ok memnunum&#8217; i\u00e7in 5 \u015feklindedir. Kat\u0131l\u0131mc\u0131lar\u0131n se\u00e7enekler aras\u0131ndan yapt\u0131\u011f\u0131 se\u00e7im raporlanan metriktir. Bireysel tercihler toplan\u0131r ve toplam yan\u0131tlar\u0131n y\u00fczdesi olarak tan\u0131mlanan zaman dilimine b\u00f6l\u00fcnerek toplu bir \u00f6l\u00e7ekte kaydedilir.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"Why_is_rating_CSAT_important?\">CSAT derecelendirmesi neden \u00f6nemlidir?<\/h2>\n\n<p>Toplanan m\u00fc\u015fteri geri bildirimleri, harika bir <a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\">m\u00fc\u015fteri deneyimi<\/a> sunarken neleri ka\u00e7\u0131r\u0131yor olabilece\u011finizi anlaman\u0131za yard\u0131mc\u0131 olur. CSAT anketleri tam da bunu yapman\u0131za yard\u0131mc\u0131 olur. \u00c7evrimi\u00e7i anketlerinizde CSAT derecelendirmesini kullanmak, markalar\u0131n ve kurulu\u015flar\u0131n \u015funlar\u0131 yapmas\u0131na olanak tan\u0131d\u0131\u011f\u0131 i\u00e7in \u00e7ok \u00f6nemlidir:<\/p>\n\n<ul>\n<li><h3>M\u00fc\u015fteri sadakati ve elde tutma<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>Y\u00fcksek m\u00fc\u015fteri memnuniyeti puan\u0131, m\u00fc\u015fterilerin deneyimlerinden memnun oldu\u011funu g\u00f6sterir, bu da uzun vadeli ba\u011flant\u0131lara ve daha y\u00fcksek m\u00fc\u015fteri ya\u015fam boyu de\u011ferine yol a\u00e7abilir.  <\/p>\n\n<p>Bir markan\u0131n \u00fcr\u00fcn veya hizmetlerinden memnun olan m\u00fc\u015fteriler, markaya ba\u011fl\u0131 kalmaya daha meyillidir. Ayr\u0131ca, m\u00fc\u015fteriyi elde <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-elde-tutma-orani-nedir-ve-nasil-elde-edilir\/\">tutma oranlar\u0131n\u0131<\/a> art\u0131rarak tekrar m\u00fc\u015fteri olma olas\u0131l\u0131klar\u0131 daha y\u00fcksektir.<\/p>\n\n<ul>\n<li><h3>M\u00fc\u015fteri geri bildirimi ve iyile\u015ftirme f\u0131rsatlar\u0131<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri memnuniyeti derecelendirmeleri, g\u00fc\u00e7l\u00fc ve zay\u0131f y\u00f6nleri g\u00f6steren yararl\u0131 geri bildirimler sa\u011flar. \u0130\u015fletmeler, derecelendirmeleri de\u011ferlendirerek ve m\u00fc\u015fteri g\u00f6r\u00fc\u015flerini anlayarak belirli sorunlu noktalar\u0131 ke\u015ffedebilir, m\u00fc\u015fteri sorunlar\u0131n\u0131 \u00e7\u00f6zebilir ve genel m\u00fc\u015fteri deneyimini iyile\u015ftirmek i\u00e7in odaklanm\u0131\u015f iyile\u015ftirmeler yapabilir.<\/p>\n\n<ul>\n<li><h3>Artan m\u00fc\u015fteri kat\u0131l\u0131m\u0131<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p><a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">CSAT anketleri<\/a> marka ba\u011fl\u0131l\u0131\u011f\u0131n\u0131 art\u0131rmaya yard\u0131mc\u0131 olur. Ba\u011fl\u0131l\u0131k g\u00f6steren m\u00fc\u015fteriler marka savunucular\u0131 haline gelebilir, olumlu deneyimlerini payla\u015fabilir ve olumsuzluklar kar\u015f\u0131s\u0131nda markay\u0131 koruyabilir. Markayla etkile\u015fime ge\u00e7meye, geri bildirimde bulunmaya, sadakat programlar\u0131na kat\u0131lmaya ve olumlu sosyal medya diyaloglar\u0131na kat\u0131lmaya daha meyillidirler.<\/p>\n\n<ul>\n<li><h3>M\u00fc\u015fteri odakl\u0131<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri memnuniyeti derecelendirmelerinin \u00f6l\u00e7\u00fclmesi, i\u015fletmelere m\u00fc\u015fteri odakl\u0131 olma konusunda yard\u0131mc\u0131 olur. \u0130\u015fletmeler, m\u00fc\u015fteri mutlulu\u011funu \u00f6n planda tutarak m\u00fc\u015fteri taleplerini anlamaya ve kar\u015f\u0131lamaya kendilerini adam\u0131\u015flard\u0131r. Bu m\u00fc\u015fteri merkezli strateji ba\u011flant\u0131lar\u0131 g\u00fc\u00e7lendirir, g\u00fcven yarat\u0131r ve genel CSAT&#8217;yi iyile\u015ftirir.<\/p>\n\n<p>Bu konuda daha fazla bilgi edinmek i\u00e7in CSAT&#8217;in \u00f6nemi bloguna g\u00f6z at\u0131n. <a href=\"https:\/\/www.questionpro.com\/cx\/\">CX y\u00f6netim platformumuzu<\/a> kontrol etmeyi unutmay\u0131n; ola\u011fan\u00fcst\u00fc m\u00fc\u015fteri deneyimleri sunman\u0131za yard\u0131mc\u0131 olan ger\u00e7ek zamanl\u0131 i\u00e7g\u00f6r\u00fcler sa\u011flar.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"Types_of_customer_satisfaction_rating_scales\">M\u00fc\u015fteri memnuniyeti derecelendirme \u00f6l\u00e7eklerinin t\u00fcrleri<\/h2>\n\n<p>Derecelendirme \u00f6l\u00e7ekleri, \u00e7evrimi\u00e7i m\u00fc\u015fteri memnuniyeti <a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">anketlerinde<\/a> <a href=\"https:\/\/www.questionpro.com\/blog\/customer-satisfaction-kpi\/\">m\u00fc\u015fteri memnuniyeti KPI<\/a> &#8216;lar\u0131n\u0131n tam olarak \u00f6l\u00e7\u00fclmesine yard\u0131mc\u0131 olur. Ara\u015ft\u0131rmac\u0131lar \u00fc\u00e7, be\u015f, yedi, on ve on bir puanl\u0131k derecelendirme \u00f6l\u00e7ekleri kullanabilirler. Derecelendirme \u00f6l\u00e7e\u011finin se\u00e7imi, y\u00fcr\u00fct\u00fclen ara\u015ft\u0131rman\u0131n t\u00fcr\u00fcne ve oda\u011f\u0131na ba\u011fl\u0131d\u0131r.<\/p>\n\n<ul>\n<li><h3>3 noktal\u0131 derecelendirme \u00f6l\u00e7e\u011fi<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>Bu \u00f6l\u00e7ek, g\u00f6rsel alanda bir k\u0131s\u0131tlama oldu\u011funda kullan\u0131l\u0131r. Kat\u0131l\u0131mc\u0131lar\u0131n\u0131zdan ilgili verileri yakalaman\u0131za yard\u0131mc\u0131 olur ve g\u00f6rsel olarak \u00e7ekicidir.  <\/p>\n\n<p>Da\u011f\u0131n\u0131k anketler iticidir ve \u00e7ok d\u00fc\u015f\u00fck yan\u0131t oranlar\u0131 ile anket tamamlama oranlar\u0131na sahiptir. Yan\u0131t oranlar\u0131n\u0131 iyile\u015ftirmek ve maksimum m\u00fc\u015fteri geri bildirimi toplamak i\u00e7in basit m\u00fc\u015fteri memnuniyeti anket sorular\u0131n\u0131 kullan\u0131n.<\/p>\n\n<ul>\n<li><h3>5 puanl\u0131k derecelendirme \u00f6l\u00e7e\u011fi<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>G\u00fcvenilirli\u011fi nedeniyle bir\u00e7ok ara\u015ft\u0131rmac\u0131 taraf\u0131ndan tercih edilen 5&#8217;li \u00f6l\u00e7ek, tek kutuplu \u00f6l\u00e7eklerle m\u00fckemmel sonu\u00e7lar vermektedir. Bu \u00f6l\u00e7ek, yeni \u00fcr\u00fcn ve hizmetlerle ilgili m\u00fc\u015fteri memnuniyeti hakk\u0131nda m\u00fc\u015fteri geri bildirimi toplamak i\u00e7in kullan\u0131\u015fl\u0131d\u0131r.<\/p>\n\n<ul>\n<li><h3>7 puanl\u0131k derecelendirme \u00f6l\u00e7e\u011fi<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>Ara\u015ft\u0131rmac\u0131lar taraf\u0131ndan 5&#8217;li \u00f6l\u00e7ekle ayn\u0131 derecede tercih edilen bu \u00f6l\u00e7ek, bipolar \u00f6l\u00e7eklerle en iyi \u015fekilde \u00e7al\u0131\u015f\u0131r. Bu derecelendirme \u00f6l\u00e7e\u011fi, yeni piyasaya s\u00fcr\u00fclen herhangi bir \u00fcr\u00fcn veya hizmet i\u00e7in m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7meniz durumunda idealdir.<\/p>\n\n<ul>\n<li><h3>10 puanl\u0131k derecelendirme \u00f6l\u00e7e\u011fi<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>10 puanl\u0131k \u00f6l\u00e7ek, ayr\u0131nt\u0131l\u0131 veri toplama amac\u0131 g\u00fcd\u00fcld\u00fc\u011f\u00fcnde en iyi sonucu verir. Bu \u00f6l\u00e7ekte 9 ve 10, toplam <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-memnuniyetinin-en-onemli-10-ipucu-ve-faydasi\/\">m\u00fc\u015fteri memnuniyetinin<\/a> g\u00f6stergesidir. Ara\u015ft\u0131rmac\u0131lar, m\u00fc\u015fteri s\u00fcre\u00e7lerini daha da iyile\u015ftirmek i\u00e7in iki derecelendirme aras\u0131nda daha fazla ayr\u0131m yapabilir ve m\u00fczakere edebilir.<\/p>\n\n<ul>\n<li><h3>11 puanl\u0131k derecelendirme \u00f6l\u00e7e\u011fi<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>Bu derecelendirme \u00f6l\u00e7e\u011fi CSAT&#8217;yi 0-10 aras\u0131nda \u00f6l\u00e7er ve m\u00fc\u015fteriler memnuniyetlerini derecelendirmeyi daha basit bulduklar\u0131 i\u00e7in kullan\u0131l\u0131r. D\u00fcnya \u00e7ap\u0131nda bir\u00e7ok kurulu\u015f ve ara\u015ft\u0131rmac\u0131, memnuniyetlerini daha kesin bir \u015fekilde ifade etmelerine yard\u0131mc\u0131 oldu\u011fu i\u00e7in bu derecelendirme \u00f6l\u00e7e\u011fini kullanmaktad\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"How_does_customer_satisfaction_rating_work?\">M\u00fc\u015fteri memnuniyeti derecelendirmesi nas\u0131l \u00e7al\u0131\u015f\u0131r?<\/h2>\n\n<p>Tipik olarak CSAT derecelendirmesi, m\u00fc\u015fteri geri bildirimlerini toplayarak ve bu geri bildirimleri memnuniyetlerini belirlemek i\u00e7in kullanarak \u00e7al\u0131\u015f\u0131r. Genelde \u015f\u00f6yle \u00e7al\u0131\u015f\u0131r:<\/p>\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1410\" height=\"1182\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/how-does-customer-satisfaction-rating-work.jpg\" alt=\"\" class=\"wp-image-795226\"\/><\/figure>\n\n<ul>\n<li><h3>Geri bildirim toplama<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>Anketler, geri bildirim formlar\u0131, \u00e7evrimi\u00e7i incelemeler, sosyal medya izleme ve m\u00fc\u015fteri destek etkile\u015fimlerinin t\u00fcm\u00fc i\u015fletmeler taraf\u0131ndan m\u00fc\u015fterilerden geri bildirim toplamak i\u00e7in kullan\u0131l\u0131r. M\u00fc\u015fteriler d\u00fc\u015f\u00fcncelerini, deneyimlerini ve memnuniyet derecelerini iletmek i\u00e7in bu geri bildirim kanallar\u0131n\u0131 kullanabilir.<\/p>\n\n<p>Geri bildirim toplad\u0131ktan sonra, m\u00fc\u015fteriler \u00fcr\u00fcnleri ki\u015fisel deneyimlerine ve alg\u0131lar\u0131na g\u00f6re derecelendirir. \u0130\u015fletmeler, m\u00fc\u015fteri memnuniyeti anketlerinde memnuniyet d\u00fczeylerini de\u011ferlendirmek i\u00e7in genellikle derecelendirme \u00f6l\u00e7eklerinden yararlan\u0131r.  <\/p>\n\n<p>Bu \u00f6l\u00e7ekler say\u0131sal (\u00f6rn. 1-5, 1-10) veya tan\u0131mlay\u0131c\u0131 (\u00f6rn. son derece mutsuz, memnuniyetsiz, n\u00f6tr, memnun, son derece memnun) olabilir.<\/p>\n\n<ul>\n<li><h3>Geri bildirim analizi<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>\u0130\u015fletmeler, m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek i\u00e7in m\u00fc\u015fteri geri bildirimlerini analiz eder. Bu analiz, derecelendirme \u00f6l\u00e7eklerini kullanarak ortalama derecelendirmeleri, y\u00fczdeleri veya di\u011fer istatistiksel g\u00f6stergeleri hesaplayabilir. Ama\u00e7, CSAT&#8217;yi de\u011ferlendirmek ve geri bildirim modellerini ortaya \u00e7\u0131karmakt\u0131r.<\/p>\n\n<ul>\n<li><h3>Metrikler<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>Net Tavsiye Skoru (NPS), M\u00fc\u015fteri Memnuniyet Skoru (CSAT), M\u00fc\u015fteri \u00c7aba Skoru (CES) ve di\u011fer tescilli \u00f6l\u00e7\u00fcmler m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek i\u00e7in yayg\u0131n olarak kullan\u0131lmaktad\u0131r. Her sayac\u0131n nicel m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek i\u00e7in kendi metodolojisi ve hesaplama form\u00fcl\u00fc vard\u0131r.<\/p>\n\n<ul>\n<li><h3>Sonu\u00e7lar\u0131n yorumlanmas\u0131<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>CSAT, veri ve analitik kullan\u0131larak de\u011ferlendirilir. Performans\u0131 de\u011ferlendirmek ve iyile\u015ftirme alanlar\u0131n\u0131 belirlemek i\u00e7in sonu\u00e7lar\u0131 k\u0131yaslama \u00f6l\u00e7\u00fctleri, end\u00fcstri standartlar\u0131 veya \u00f6nceki verilerle kar\u015f\u0131la\u015ft\u0131r\u0131n.<\/p>\n\n<ul>\n<li><h3>Eylem ve iyile\u015ftirme<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>\u0130\u015fletmeler, m\u00fc\u015fteri memnuniyetini art\u0131rmak i\u00e7in m\u00fc\u015fteri memnuniyeti derecelendirmelerine dayal\u0131 eylem planlar\u0131 olu\u015fturabilir. Bu stratejiler, m\u00fc\u015fteri beklentilerini kar\u015f\u0131lamak i\u00e7in \u00fcr\u00fcn \u00f6zelliklerini, m\u00fc\u015fteri hizmetlerini, operasyonlar\u0131 veya di\u011fer ayarlamalar\u0131 y\u00fckseltmeyi i\u00e7erebilir.<\/p>\n\n<ul>\n<li><h3>\u0130zleme ve yineleme<\/h3><h3><\/h3><\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri memnuniyeti de\u011ferlendirmesi devam etmektedir. \u015eirketler m\u00fc\u015fteri memnuniyetini zaman i\u00e7inde takip eder. \u0130yile\u015ftirme giri\u015fimlerinin etkisini analiz etmelerine, gerekti\u011finde daha fazla ayarlama yapmalar\u0131na ve CSAT&#8217;yi iyile\u015ftirme stratejilerini yinelemelerine yard\u0131mc\u0131 olur.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"Which_metrics_are_commonly_used_to_measure_and_rate_customer_satisfaction?\">M\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek ve derecelendirmek i\u00e7in yayg\u0131n olarak hangi \u00f6l\u00e7\u00fctler kullan\u0131l\u0131r?<\/h2>\n\n<p>Anketler m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek i\u00e7in kullan\u0131labilir ve kurulu\u015flar memnuniyet oranlar\u0131n\u0131 art\u0131rmak i\u00e7in m\u00fc\u015fteri hizmetlerini iyile\u015ftirmeye ve proaktif olmaya odaklanmal\u0131d\u0131r. <a href=\"https:\/\/www.questionpro.com\/blog\/how-to-measure-customer-satisfaction\/\">CSAT \u00f6l\u00e7\u00fcm\u00fc<\/a> s\u00f6z konusu oldu\u011funda, 7 temel metrik vard\u0131r:<\/p>\n\n<ol>\n<li><h3><a href=\"https:\/\/www.questionpro.com\/blog\/tr\/customer-effort-score-4\/\">M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES)<\/a><\/h3><\/li>\n<\/ol>\n\n<p>Bir \u015firketle etkile\u015fime ge\u00e7mek veya belirli bir i\u015fi ger\u00e7ekle\u015ftirmek i\u00e7in harcanan <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/customer-effort-score-4\/\">M\u00fc\u015fteri \u00c7aba Pu<\/a> an\u0131, m\u00fc\u015fteri \u00e7aba puan\u0131 ile \u00f6l\u00e7\u00fcl\u00fcr. M\u00fc\u015fterilerden, m\u00fc\u015fteri \u00e7abas\u0131 d\u00fczeylerini bir \u00f6l\u00e7ek \u00fczerinde (\u00f6rne\u011fin 1-5 veya 1-10) derecelendirmeleri istenir.  <\/p>\n\n<ol start=\"2\">\n<li><h3>Net Tavsiye Skoru (NPS)<\/h3><h3><\/h3><\/li>\n<\/ol>\n\n<p><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">Net Tavsiye Skoru<\/a>, m\u00fc\u015fteri sadakatini ve m\u00fc\u015fterilerin bir \u015firketi ba\u015fkalar\u0131na tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131 de\u011ferlendirir. M\u00fc\u015fterilerden \u015firketi tavsiye etme olas\u0131l\u0131klar\u0131n\u0131 0 ila 10 aras\u0131nda bir \u00f6l\u00e7ekte de\u011ferlendirmeleri istenmi\u015ftir.<\/p>\n\n<ol start=\"3\">\n<li><h3>M\u00fc\u015fteri Hizmetleri Memnuniyeti (CSS)<\/h3><\/li>\n<\/ol>\n\n<p>M\u00fc\u015fteri hizmetleri memnuniyeti (CSS), m\u00fc\u015fterilerin ald\u0131klar\u0131 hizmetle ilgili CSAT&#8217;yi \u00f6l\u00e7mek ve de\u011ferlendirmek i\u00e7in kullan\u0131lan bir metriktir. M\u00fc\u015fteri hizmetleri temsilcilerinin veya ekiplerinin sa\u011flad\u0131\u011f\u0131 kat\u0131l\u0131m, destek ve yard\u0131m d\u00fczeyiyle ilgilidir.<\/p>\n\n<ol start=\"4\">\n<li><h3>M\u00fc\u015fteri Memnuniyet Puan\u0131 (CSAT)<\/h3><h3><\/h3><\/li>\n<\/ol>\n\n<p><a href=\"https:\/\/www.questionpro.com\/cx\/csat.html\"> M\u00fc\u015fteri Memnuniyeti Puan\u0131<\/a>, m\u00fc\u015fterinin belirli bir \u00fcr\u00fcn, hizmet veya etkile\u015fimden duydu\u011fu mutlulu\u011fu de\u011ferlendirir. M\u00fc\u015fterilerden deneyimlerine dayanarak memnuniyetlerini bir \u00f6l\u00e7ek \u00fczerinde puanlamalar\u0131 istenir (\u00f6rne\u011fin 1-5 veya 1-10). Ortalama derecelendirme, genel memnuniyet derecesini g\u00f6steren CSAT puan\u0131n\u0131 belirler.<\/p>\n\n<ol start=\"5\">\n<li><h3>M\u00fc\u015fteri Kaybetme Oran\u0131 (CCR)<\/h3><h3><\/h3><\/li>\n<\/ol>\n\n<p><a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-kaybi-tanim-oran-analiz-ve-tahmin\/\">M\u00fc\u015fteri Kaybetme Oran\u0131<\/a>, belirli bir zaman dilimi i\u00e7inde bir \u015firketle i\u015f yapmay\u0131 b\u0131rakan m\u00fc\u015fterilerin y\u00fczdesidir. D\u00fc\u015f\u00fck kay\u0131p oran\u0131, daha y\u00fcksek m\u00fc\u015fteri memnuniyeti ve sadakati anlam\u0131na gelir.<\/p>\n\n<ol start=\"6\">\n<li><h3>M\u00fc\u015fteri Sa\u011fl\u0131k Puan\u0131 (CHS)<\/h3><h3><\/h3><\/li>\n<\/ol>\n\n<p>M\u00fc\u015fteri Sa\u011fl\u0131k Puan\u0131 (CHS), bir m\u00fc\u015fterinin veya hesab\u0131n genel sa\u011fl\u0131\u011f\u0131n\u0131 ve memnuniyetini de\u011ferlendirmek i\u00e7in kullan\u0131lan bir istatistiktir. M\u00fc\u015fteri ba\u011fl\u0131l\u0131\u011f\u0131, sadakati ve kay\u0131p riskinin say\u0131sal bir resmini sunar.<\/p>\n\n<ol start=\"7\">\n<li><h3>M\u00fc\u015fteri yorumlar\u0131<\/h3><h3><\/h3><\/li>\n<\/ol>\n\n<p>\u0130nceleme web siteleri, sosyal medya veya e-ticaret platformlar\u0131 gibi platformlardaki \u00e7evrimi\u00e7i derecelendirmeler ve yorumlar da m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7ebilir.<\/p>\n\n<p>Bunlar\u0131 ayr\u0131nt\u0131l\u0131 olarak \u00f6\u011frenmek i\u00e7in <a href=\"https:\/\/www.questionpro.com\/blog\/metrics-to-measure-customer-satisfaction\/\">temel CSAT \u00f6l\u00e7\u00fcm metrikleri<\/a> blogumuza g\u00f6z at\u0131n.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"How_QuestionPro_CX_helps_in_customer_satisfaction_rating?\">QuestionPro CX m\u00fc\u015fteri memnuniyeti derecelendirmesine nas\u0131l yard\u0131mc\u0131 olur?<\/h2>\n\n<p>QuestionPro CX yaz\u0131l\u0131m\u0131 bir\u00e7ok \u00f6zelli\u011fi ve fonksiyonu ile m\u00fc\u015fteri memnuniyetini art\u0131r\u0131r. Eksiksiz CSAT (M\u00fc\u015fteri Memnuniyeti) ve NPS (Net Tavsiye Skoru) anket \u00e7\u00f6z\u00fcmleri sunar. QuestionPro CX yaz\u0131l\u0131m\u0131 m\u00fc\u015fteri memnuniyeti derecelendirmelerini a\u015fa\u011f\u0131daki \u015fekillerde iyile\u015ftirebilir:<\/p>\n\n<ul>\n<li><h3>CSAT anketleri<\/h3><\/li>\n<\/ul>\n\n<p>QuestionPro CX yaz\u0131l\u0131m\u0131, kurulu\u015flar\u0131n m\u00fc\u015fteri geri bildirimi almak i\u00e7in CSAT anketleri olu\u015fturmas\u0131na ve da\u011f\u0131tmas\u0131na olanak tan\u0131r. Bu anketler CSAT ve genel \u00fcr\u00fcn veya hizmet deneyimini \u00f6l\u00e7er. \u0130\u015fletmeler, yan\u0131tlar\u0131 inceleyerek m\u00fc\u015fteri sorunlar\u0131n\u0131 iyile\u015ftirebilir, \u00e7\u00f6zebilir ve memnuniyeti art\u0131rabilir.<\/p>\n\n<ul>\n<li><h3>NPS anketleri<\/h3><\/li>\n<\/ul>\n\n<p>Net Tavsiye Skoru pop\u00fcler bir m\u00fc\u015fteri memnuniyeti g\u00f6stergesidir. QuestionPro CX yaz\u0131l\u0131m\u0131, kurulu\u015flar\u0131n m\u00fc\u015fterilerin bir \u00fcr\u00fcn veya hizmeti tavsiye etme olas\u0131l\u0131klar\u0131n\u0131 0 ila 10 aras\u0131nda puanlamalar\u0131na olanak tan\u0131yan NPS anketleri olu\u015fturmalar\u0131na olanak tan\u0131r. Yan\u0131tlar, m\u00fc\u015fterileri Destekleyenler, Pasifler veya Detrakt\u00f6rler olarak s\u0131n\u0131fland\u0131rmaktad\u0131r.  <\/p>\n\n<ul>\n<li><h3>Derecelendirme \u00f6l\u00e7ekleri<\/h3><\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri memnuniyeti, g\u00f6r\u00fc\u015fleri ve tercihleri derecelendirme \u00f6l\u00e7e\u011fi sorular\u0131 kullan\u0131larak \u00f6l\u00e7\u00fcl\u00fcr. Likert \u00f6l\u00e7ekli sorular (\u00f6rne\u011fin, &#8220;Memnuniyetinizi 1&#8217;den 5&#8217;e kadar derecelendirin&#8221;) veya semantik diferansiyel \u00f6l\u00e7ekli sorular (\u00f6rne\u011fin, &#8220;\u00dcr\u00fcn\u00fcn kalitesini zay\u0131ftan m\u00fckemmele kadar derecelendirin&#8221;) kullanabilirsiniz.<\/p>\n\n<ul>\n<li><h3>Ger\u00e7ek zamanl\u0131 geri bildirim<\/h3><\/li>\n<\/ul>\n\n<p>QuestionPro CX yaz\u0131l\u0131m\u0131, \u015firketlerin ger\u00e7ek zamanl\u0131 geri bildirim toplamas\u0131na ve m\u00fc\u015fteri sorunlar\u0131n\u0131 ele almas\u0131na olanak tan\u0131r. \u0130\u015fletmeler, geri bildirimleri ger\u00e7ek zamanl\u0131 olarak kaydederek sorunlar\u0131 d\u00fczeltebilir ve CSAT&#8217;yi iyile\u015ftirebilir. Bu proaktif yakla\u015f\u0131m m\u00fc\u015fteri memnuniyetini ve g\u00fcvenini art\u0131r\u0131r.<\/p>\n\n<ul>\n<li><h3>Uygulanabilir i\u00e7g\u00f6r\u00fcler<\/h3><\/li>\n<\/ul>\n\n<p>\u0130\u015fletmeler, yaz\u0131l\u0131m\u0131n g\u00fc\u00e7l\u00fc analitik ve raporlama \u00f6zelliklerini kullanarak anket verilerinden derin m\u00fc\u015fteri i\u00e7g\u00f6r\u00fcleri elde edebilir. \u015eirketler duygu analizi, trend analizi ve metin analiti\u011fi kullanarak kal\u0131plar\u0131, <a href=\"https:\/\/www.questionpro.com\/help\/sentiment-analysis.html\">m\u00fc\u015fteri<\/a> duyarl\u0131l\u0131\u011f\u0131n\u0131 ve eyleme ge\u00e7irilebilir geri bildirimleri bulabilir.  <\/p>\n\n<p>Kurulu\u015flar ortak temalar\u0131 veya sorunlu noktalar\u0131 tespit ederek \u00fcr\u00fcnlerini, hizmetlerini ve m\u00fc\u015fteri deneyimlerini iyile\u015ftirebilirler.<\/p>\n\n<ul>\n<li><h3>Ki\u015fiselle\u015ftirilmi\u015f anketler<\/h3><\/li>\n<\/ul>\n\n<p><a href=\"https:\/\/www.questionpro.com\/cx\/\">QuestionPro CX<\/a> yaz\u0131l\u0131m\u0131, i\u015fletmelerin kendilerine \u00f6zg\u00fc ihtiya\u00e7lar\u0131n\u0131 kar\u015f\u0131layan anketler yapmalar\u0131na olanak tan\u0131yan \u00f6zelle\u015ftirme se\u00e7eneklerine sahiptir. Ki\u015fiselle\u015ftirme, do\u011fru geri bildirim alman\u0131n ve tepki oranlar\u0131n\u0131 art\u0131rman\u0131n \u00e7ok \u00f6nemli bir par\u00e7as\u0131d\u0131r.  <\/p>\n\n<p>\u015eirketler, m\u00fc\u015fterilerde yank\u0131 uyand\u0131ran ve belirli endi\u015felerini ele alan anketler yaparak m\u00fc\u015fteri memnuniyeti derecelendirmelerini iyile\u015ftirebilir ve m\u00fc\u015fterilere duyulduklar\u0131 ve de\u011fer verildikleri hissini verebilir.<\/p>\n\n<p>\u015eirketler, m\u00fc\u015fteri memnuniyeti derecelendirmelerini de\u011ferlendirmek i\u00e7in QuestionPro CX&#8217;in \u00f6zelliklerini ve yeteneklerini kullanabilir. Platform, m\u00fc\u015fteri geri bildirimlerini toplamak, m\u00fc\u015fteri memnuniyeti verilerini analiz etmek, de\u011fi\u015fim alanlar\u0131n\u0131 bulmak ve m\u00fc\u015fteri memnuniyeti derecelendirmelerini iyile\u015ftirmek i\u00e7in ad\u0131mlar atmak i\u00e7in ara\u00e7lara sahiptir.<\/p>\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Ger\u00e7ek zamanl\u0131 verilere, i\u00e7g\u00f6r\u00fclere ve geli\u015fmi\u015f analizlere dayal\u0131 unutulmaz deneyimler yarat\u0131n.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Demo Talep Edin<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-turkish.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/posts\/798936\/&amp;lang=tr&amp;cat=cx\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1685599337299\"><strong class=\"schema-faq-question\">M\u00fckemmel m\u00fc\u015fteri memnuniyeti derecesi nedir?<\/strong> <p class=\"schema-faq-answer\">CSAT puanlar\u0131 sekt\u00f6rden sekt\u00f6re b\u00fcy\u00fck farkl\u0131l\u0131klar g\u00f6sterebilir, ancak %75 veya \u00fczeri bir puan \u00e7o\u011fu sekt\u00f6rde genellikle iyi olarak kabul edilir.<br><\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1685599381177\"><strong class=\"schema-faq-question\">M\u00fc\u015fteri memnuniyeti derecelendirmeleri nas\u0131l iyile\u015ftirilebilir?<\/strong> <p class=\"schema-faq-answer\">Aktif dinleme, do\u011frudan geri bildirim ve de\u011ferlendirmeler kullan\u0131n. M\u00fc\u015fteri hizmetlerini d\u00fczenli olarak \u00f6l\u00e7\u00fcn. KPI&#8217;lar\u0131n\u0131z\u0131 yak\u0131ndan izleyin ve sonu\u00e7lar\u0131 i\u015f faaliyetlerini geli\u015ftirmek i\u00e7in kullan\u0131n.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1685599426872\"><strong class=\"schema-faq-question\">M\u00fc\u015fteri de\u011ferlendirmesi nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr?<\/strong> <p class=\"schema-faq-answer\">CSAT oran\u0131, m\u00fc\u015fteri anketleri, Net Tavsiye Skoru (NPS), internet incelemeleri, m\u00fc\u015fteri \u015fikayetleri ve i\u015f tekrar\u0131 gibi teknikler kullan\u0131larak \u00f6l\u00e7\u00fclebilir.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1685599451635\"><strong class=\"schema-faq-question\">M\u00fc\u015fteri de\u011ferlendirmesi ka\u00e7 puan?<\/strong> <p class=\"schema-faq-answer\">M\u00fc\u015fteri memnuniyeti, 1-3, 1-5 veya 1-10 aras\u0131nda de\u011fi\u015fen bir anket \u00f6l\u00e7e\u011finde bi\u00e7imlendirilen m\u00fc\u015fterinin deneyimine ili\u015fkin sorular sorularak hesaplan\u0131r.<br><\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1685599478906\"><strong class=\"schema-faq-question\">M\u00fc\u015fteri memnuniyeti i\u00e7in en \u00f6nemli fakt\u00f6r nedir?<\/strong> <p class=\"schema-faq-answer\">M\u00fc\u015fteri anlay\u0131\u015f\u0131, hizmet ve teknoloji, modern t\u00fcketici memnuniyetini etkileyen \u00fc\u00e7 temel de\u011fi\u015fkendir.<\/p> <\/div> <\/div>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri memnuniyeti derecelendirmesi, bir markan\u0131n m\u00fc\u015fteri ili\u015fkileri y\u00f6netimi program\u0131n\u0131n ba\u015far\u0131s\u0131n\u0131 veya ba\u015far\u0131s\u0131zl\u0131\u011f\u0131n\u0131 tahmin etmek i\u00e7in s\u0131kl\u0131kla kullan\u0131l\u0131r. M\u00fc\u015fteriler, destek talepleri [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":795266,"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":[1192],"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 Memnuniyeti Derecelendirmesi: Nedir + \u0130zlenecek K\u0131lavuz |<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri memnuniyeti derecelendirmesinin m\u00fc\u015fteri giri\u015fimlerinizin ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7meye nas\u0131l yard\u0131mc\u0131 oldu\u011funu \u00f6\u011frenin ve m\u00fc\u015fteri deneyimini iyile\u015ftirmek i\u00e7in hangi \u00f6nlemlerin al\u0131nabilece\u011fini anlay\u0131n. En iyi sonu\u00e7lar\u0131 elde etmek i\u00e7in m\u00fc\u015fteri memnuniyeti anketlerinizde hangi CSAT derecelendirme \u00f6l\u00e7eklerini kullanman\u0131z gerekti\u011fini anlay\u0131n.\" \/>\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-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"M\u00fc\u015fteri Memnuniyeti Derecelendirmesi: Nedir + \u0130zlenecek K\u0131lavuz |\" \/>\n<meta property=\"og:description\" content=\"M\u00fc\u015fteri memnuniyeti derecelendirmesinin m\u00fc\u015fteri giri\u015fimlerinizin ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7meye nas\u0131l yard\u0131mc\u0131 oldu\u011funu \u00f6\u011frenin ve m\u00fc\u015fteri deneyimini iyile\u015ftirmek i\u00e7in hangi \u00f6nlemlerin al\u0131nabilece\u011fini anlay\u0131n. En iyi sonu\u00e7lar\u0131 elde etmek i\u00e7in m\u00fc\u015fteri memnuniyeti anketlerinizde hangi CSAT derecelendirme \u00f6l\u00e7eklerini kullanman\u0131z gerekti\u011fini anlay\u0131n.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2020-07-30T22:15:33+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-20T22:43:31+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/06\/customer-satisfaction-rating.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2100\" \/>\n\t<meta property=\"og:image:height\" content=\"1254\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Ken Peterson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Yazan:\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ken Peterson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tahmini okuma s\u00fcresi\" \/>\n\t<meta name=\"twitter:data2\" content=\"13 dakika\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz\/\"},\"author\":{\"name\":\"Ken Peterson\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\"},\"headline\":\"M\u00fc\u015fteri Memnuniyeti Derecelendirmesi: Nedir + \u0130zlenecek K\u0131lavuz\",\"datePublished\":\"2020-07-30T22:15:33+00:00\",\"dateModified\":\"2023-06-20T22:43:31+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz\/\"},\"wordCount\":2702,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#organization\"},\"articleSection\":[\"CX\"],\"inLanguage\":\"tr\"},{\"@type\":[\"WebPage\",\"FAQPage\"],\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-memnuniyeti-derecelendirmesi-nedir-izlenecek-kilavuz\/\",\"name\":\"M\u00fc\u015fteri Memnuniyeti Derecelendirmesi: Nedir + \u0130zlenecek K\u0131lavuz |\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#website\"},\"datePublished\":\"2020-07-30T22:15:33+00:00\",\"dateModified\":\"2023-06-20T22:43:31+00:00\",\"description\":\"M\u00fc\u015fteri memnuniyeti derecelendirmesinin m\u00fc\u015fteri giri\u015fimlerinizin ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7meye nas\u0131l yard\u0131mc\u0131 oldu\u011funu \u00f6\u011frenin ve m\u00fc\u015fteri deneyimini iyile\u015ftirmek i\u00e7in hangi \u00f6nlemlerin al\u0131nabilece\u011fini anlay\u0131n. 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