{"id":1399,"date":"2022-03-24T19:00:00","date_gmt":"2022-03-24T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1399"},"modified":"2022-03-16T17:50:26","modified_gmt":"2022-03-16T14:50:26","slug":"musteri-geri-bildirimlerini-dogru-degerlendirmenin-yollari","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-geri-bildirimlerini-dogru-degerlendirmenin-yollari\/","title":{"rendered":"M\u00fc\u015fteri Geri Bildirimlerini Do\u011fru De\u011ferlendirmenin Yollar\u0131"},"content":{"rendered":"\n<p>Dijitalle\u015fen ve t\u00fcketimin artt\u0131\u011f\u0131 g\u00fcn\u00fcm\u00fcz \u015fartlar\u0131nda m\u00fc\u015fteri memnuniyetinin \u00f6nemi de her ge\u00e7en g\u00fcn art\u0131yor. Bir\u00e7ok \u015firket olumsuz bir sat\u0131n alma deneyimi ile m\u00fc\u015fteri kaybetmenin \u00f6n\u00fcne ge\u00e7mek i\u00e7in m\u00fc\u015fteri geri bildirimlerini \u00f6nemsiyor. Bu esnada al\u0131nan d\u00f6n\u00fc\u015fler do\u011fru de\u011ferlendirilerek anlaml\u0131 hale getiriliyor. Peki, m\u00fc\u015fteri geri bildirimleri nas\u0131l do\u011fru de\u011ferlendirilir? <\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Geri Bildirimi Hakk\u0131nda<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-1024x683.jpg\" alt=\"m\u00fc\u015fteri geri bildirimi\" class=\"wp-image-1386\" width=\"597\" height=\"398\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-1024x683.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-1536x1024.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-770x515.jpg 770w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-1024x683@2x.jpg 2048w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-770x515@2x.jpg 1540w\" sizes=\"(max-width: 597px) 100vw, 597px\" \/><\/figure>\n\n\n\n<p>M\u00fc\u015fteri geri bildirimi ile m\u00fc\u015fterilerin memnuniyeti ve markaya olan sadakati \u00f6l\u00e7\u00fclebilir. Elde edilen bu bilgiler \u0131\u015f\u0131\u011f\u0131nda \u015firketlerin \u00fcr\u00fcn, hizmet, fiyatland\u0131rma ve teslimat konular\u0131nda daha m\u00fc\u015fteri odakl\u0131 kararlar almas\u0131 gerekir. Microsoft&#8217;un <a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">ara\u015ft\u0131rmas\u0131na<\/a> g\u00f6re; <strong>d\u00fcnya \u00e7ap\u0131ndaki insanlar\u0131n %52&#8217;si,<\/strong> m\u00fc\u015fterilerin geri bildirimlerine g\u00f6re \u015firketlerin harekete ge\u00e7mesi gerekti\u011fine inan\u0131yor. D\u00fcnya \u00e7ap\u0131nda insanlar\u0131n <strong>%56<\/strong>&#8216;s\u0131, k\u00f6t\u00fc m\u00fc\u015fteri hizmetleri deneyimleri nedeniyle bir \u015firketten hizmet almay\u0131 b\u0131rak\u0131yor.<\/p>\n\n\n\n<p>M\u00fc\u015fterilerden geri bildirim alman\u0131n pek \u00e7ok yolu vard\u0131r. Bu s\u00fcre\u00e7te \u00f6nemli olan, do\u011fru sorular\u0131 sordu\u011funuzdan ve s\u00fcreci takip etti\u011finizden emin olman\u0131z. Sat\u0131n alma s\u00fcrecinde ya\u015fanan olumsuz deneyimlerin fark\u0131nda olarak hem \u00e7\u00f6z\u00fcme gidebilir hem de potansiyel m\u00fc\u015fterilerinizi kaybetmenin \u00f6n\u00fcne ge\u00e7ebilirsiniz. Bunun i\u00e7in yenilik\u00e7i anket teknolojilerinden faydalanabilirsiniz. \u00d6zellikle \u00e7evrimi\u00e7i anketler ile m\u00fc\u015fterilerinizin web sitenizdeki deneyimi, bilgi i\u00e7eri\u011fi ve kolayl\u0131\u011f\u0131 hakk\u0131nda bilgi toplayabilirsiniz. Sitenize bir geri bildirim sekmesi veya soru sorabilecekleri a\u00e7\u0131l\u0131r bir pencere ekleyerek bunu sa\u011flayabilirsiniz. E-posta yoluyla veya <a href=\"https:\/\/infoset.app\/blog\/tr\/2022-beklenen-musteri-hizmetleri-trendi\/\" target=\"_blank\" rel=\"noreferrer noopener\">m\u00fc\u015fteri hizmetlerinin<\/a> yapaca\u011f\u0131 telefon g\u00f6r\u00fc\u015fmeleriyle de geri bildirimler alabilirsiniz.&nbsp;<\/p>\n\n\n\n<p>Sosyal medyan\u0131n g\u00fcc\u00fcn\u00fc de g\u00f6z ard\u0131 etmemek gerekir. Markan\u0131z\u0131n sosyal medya hesaplar\u0131ndan m\u00fc\u015fterilerinize ula\u015fabilir, g\u00f6r\u00fc\u015flerini ve deneyimlerini sizinle payla\u015fmalar\u0131n\u0131 isteyebilirsiniz. Ayr\u0131ca, sosyal medya hesaplar\u0131n\u0131za yap\u0131lacak olumlu yorumlar veya ele\u015ftiriler de potansiyel m\u00fc\u015fterilerinizin sat\u0131n alma deneyimini etkileyecektir. <a href=\"https:\/\/www.nielsen.com\/us\/en\/insights\/article\/2012\/consumer-trust-in-online-social-and-mobile-advertising-grows\/\" target=\"_blank\" rel=\"noreferrer noopener\">Bir ara\u015ft\u0131rmaya g\u00f6re<\/a>; <strong>t\u00fcketicilerin %92&#8217;si<\/strong> herhangi bir pazarlama faaliyetinden ziyade arkada\u015flar\u0131ndan ve ailesinden gelen \u00f6nerilere inan\u0131yor ve <strong>%70&#8242;<\/strong>i internette kar\u015f\u0131la\u015ft\u0131\u011f\u0131 yorumlara g\u00fcveniyor.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Geri Bildirimleri Nas\u0131l Do\u011fru De\u011ferlendirilir?<\/strong><\/h2>\n\n\n\n<p>Elde etti\u011finiz bu geri bildirimlerin bir analizini yapmad\u0131\u011f\u0131n\u0131z s\u00fcrece bir anlam ifade etmeyecektir. M\u00fc\u015fteri geri bildirimleri do\u011fru bir \u015fekilde de\u011ferlendirebilmeniz i\u00e7in yararlanabilece\u011finiz y\u00f6ntemler mevcuttur. Hangisinin size daha uygun oldu\u011funa karar verdikten sonra memnuniyeti art\u0131rmak i\u00e7in faaliyete ge\u00e7melisiniz. Bu y\u00f6ntemleri 3 maddede \u015f\u00f6yle s\u0131ralayabiliriz:<\/p>\n\n\n\n<h3><strong>1) M\u00fc\u015fteri Memnuniyeti Puan\u0131 (CSAT)<\/strong><\/h3>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-2-1024x681.jpg\" alt=\"m\u00fc\u015fteri geri bildirimi\" class=\"wp-image-1390\" width=\"622\" height=\"413\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-2-1024x681.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-2-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-2-1536x1022.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-2-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-2-370x245.jpg 370w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-2-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-2-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-2-370x245@2x.jpg 740w\" sizes=\"(max-width: 622px) 100vw, 622px\" \/><\/figure>\n\n\n\n<p>M\u00fc\u015fteri Memnuniyeti Puan\u0131 (CSAT), m\u00fc\u015fterilerin genel memnuniyetini \u00f6l\u00e7er. \u015eirketten, \u00fcr\u00fcnlerden ve hizmetten elde edilen t\u00fcm deneyimler g\u00f6z \u00f6n\u00fcnde bulundurularak memnuniyetlerini derecelendirmeleri istenir. CSAT ile m\u00fc\u015fteri geri bildirimi, \u00e7ok memnun olmayandan \u00e7ok memnun olana kadar 4, 5 ve 10 puanl\u0131k bir \u00f6l\u00e7ekte ger\u00e7ekle\u015fir. Anket sonucunun hesaplanabilmesi i\u00e7in kat\u0131l\u0131mc\u0131 say\u0131s\u0131 t\u00fcm kat\u0131l\u0131mc\u0131lar\u0131n say\u0131s\u0131na b\u00f6l\u00fcn\u00fcr ve sonu\u00e7 100 ile \u00e7arp\u0131l\u0131r. CSAT, m\u00fc\u015fteri memnuniyetini say\u0131larla g\u00f6z \u00f6n\u00fcne getirir. Bu y\u00f6ntem esnas\u0131nda hem soru say\u0131s\u0131n\u0131 hem de sorular\u0131n uzunlu\u011funu fazla tutmamaya \u00f6zen g\u00f6stermelisiniz. M\u00fc\u015fterilerin okurken s\u0131k\u0131lmas\u0131 veya dikkatinin da\u011f\u0131lmas\u0131 ger\u00e7ek\u00e7i sonu\u00e7lar alman\u0131z\u0131 engelleyebilir.&nbsp;<\/p>\n\n\n\n<h3><strong>2) M\u00fc\u015fteri Efor Puan\u0131 (CES)<\/strong><\/h3>\n\n\n\n<p>M\u00fc\u015fteri Efor Puan\u0131, m\u00fc\u015fterilerin web sitenizde bilgiye ula\u015fmak, bir m\u00fc\u015fteri hizmetleri temsilcisiyle g\u00f6r\u00fc\u015fmek veya sipari\u015f vermek i\u00e7in sarf etmesi gereken \u00e7aban\u0131n derecesini \u00f6l\u00e7er. M\u00fc\u015fteri Efor Puan\u0131 m\u00fc\u015fteri memnuniyetini analiz etmek i\u00e7in de\u011ferli bir g\u00f6stergedir. Bu de\u011ferlendirme y\u00f6nteminde aritmetik ortalama ile sonuca var\u0131l\u0131r. CES i\u00e7in \u00e7e\u015fitli yaz\u0131l\u0131mlardan ve SaaS hizmetlerinden yararlanabilir, s\u00fcreci kolayla\u015ft\u0131rabilirsiniz.<\/p>\n\n\n\n<h3><strong>3) Net Promosyoncu Puan\u0131 (NPS)<\/strong><\/h3>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-3-1024x683.jpg\" alt=\"m\u00fc\u015fteri geri bildirimi\" class=\"wp-image-1392\" width=\"615\" height=\"410\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-3-1024x683.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-3-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-3-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-3-770x515.jpg 770w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-3.jpg 1500w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-3-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/guide-to-proper-evaluation-of-customer-feedback-3-270x180@2x.jpg 540w\" sizes=\"(max-width: 615px) 100vw, 615px\" \/><\/figure>\n\n\n\n<p>M\u00fc\u015fteri memnuniyetini ve sadakatini do\u011fru bir \u015fekilde de\u011ferlendirmek i\u00e7in s\u0131k kullan\u0131lan y\u00f6ntemlerden biridir. M\u00fc\u015fterilere \u015firketi \u00e7evrelerine tavsiye edip etmeyecekleri sorularak bir analize ula\u015f\u0131l\u0131r. NPS endeksi -100 ile 100 aras\u0131nda aras\u0131ndad\u0131r. 0-30 aras\u0131 iyi, 70 \u00fcst\u00fc ise \u00e7ok iyi olarak de\u011ferlendirilir. Elde edilen sonu\u00e7lara g\u00f6re \u015firketi destekleyenlerin y\u00fczdesi desteklemeyenlerin y\u00fczdesinden \u00e7\u0131kar\u0131larak sonu\u00e7 yorumlan\u0131r. S\u0131f\u0131r\u0131n alt\u0131nda de\u011ferlendirmesi olan m\u00fc\u015fterilerle ileti\u015fime ge\u00e7mek, ya\u015fad\u0131klar\u0131 problemleri anlamak ve \u00e7\u00f6z\u00fcm \u00f6nerileri sunmak \u015firketin geli\u015fmesi i\u00e7in \u00f6nemlidir. NPS\u2019nin yarat\u0131c\u0131lar\u0131 <a href=\"https:\/\/media.bain.com\/Images\/BB_Prescription_cutting_costs.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Bain&amp;Co<\/a>\u2019ya g\u00f6re; m\u00fc\u015fteri sadakatindeki <strong>%5<\/strong>\u2019lik bir art\u0131\u015f, \u015firket kar\u0131nda <strong>%25<\/strong>\u2019ten fazla art\u0131\u015f sa\u011fl\u0131yor.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Memnuniyetinin Kolay Adresi: Infoset<\/strong><\/h2>\n\n\n\n<p>M\u00fc\u015fteri geri bildirimlerini takip etmek, m\u00fc\u015fteri memnuniyetini art\u0131rman\u0131n en etkili yollar\u0131ndan biridir. Elde edilen verilerin do\u011fru de\u011ferlendirilmesi zaman ve emek isteyen bir s\u00fcre\u00e7tir. Infoset ile bu s\u00fcreci otomatize ederek zamandan ve maliyetten tasarruf sa\u011flayabilirsiniz. Omnichannel m\u00fc\u015fteri servis sistemi ile t\u00fcm destek ve sat\u0131\u015f kanallar\u0131n\u0131z\u0131 tek bir platform \u00fczerinden y\u00f6netebilirsiniz. M\u00fc\u015fteri deneyimini bir sonraki seviyeye ta\u015f\u0131mak ve memnuniyeti art\u0131rmak i\u00e7in Infoset\u2019i hemen bug\u00fcn <a href=\"https:\/\/infoset.app\/tr\/\" target=\"_blank\" rel=\"noreferrer noopener\">kullanmaya ba\u015flay\u0131n<\/a>!<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/infoset.app\/tr\/signup?utm_source=blog\" target=\"_blank\" rel=\"noopener\"><img width=\"1440\" height=\"520\" src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/09\/blogCta_tr-1.png\" alt=\"\" class=\"wp-image-350\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Bu yaz\u0131m\u0131zda sizlere, m\u00fc\u015fteri geri bildirimlerini do\u011fru de\u011ferlendirmenin yollar\u0131ndan bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":1388,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[483,999],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Geri Bildirimlerini Do\u011fru De\u011ferlendirmenin Yollar\u0131 - Infoset<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri geri bildirimi neden \u00f6nemli? M\u00fc\u015fteri geri bildirimlerini takip etmek i\u015fletmelere hangi avantajlar\u0131 sa\u011flar? M\u00fc\u015fteri geri bildirimleri nas\u0131l do\u011fru de\u011ferlendirilir?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/infoset.app\/blog\/tr\/musteri-geri-bildirimlerini-dogru-degerlendirmenin-yollari\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"M\u00fc\u015fteri Geri Bildirimlerini Do\u011fru De\u011ferlendirmenin Yollar\u0131 - Infoset\" \/>\n<meta property=\"og:description\" content=\"M\u00fc\u015fteri geri bildirimi neden \u00f6nemli? M\u00fc\u015fteri geri bildirimlerini takip etmek i\u015fletmelere hangi avantajlar\u0131 sa\u011flar? 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