{"id":1744,"date":"2022-05-19T19:00:00","date_gmt":"2022-05-19T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1744"},"modified":"2022-05-10T00:08:46","modified_gmt":"2022-05-09T21:08:46","slug":"musteri-anketleri-degerlendirirken-dikkat-etmeniz-gereken-3-sey","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-anketleri-degerlendirirken-dikkat-etmeniz-gereken-3-sey\/","title":{"rendered":"M\u00fc\u015fteri Anketlerini De\u011ferlendirirken Dikkat Etmeniz Gereken 3 \u015eey"},"content":{"rendered":"\n

M\u00fc\u015fteri deneyimini ve memnuniyetini ba\u015far\u0131 metrikleri aras\u0131na alan \u015firketlerde m\u00fc\u015fteri anketleri olmazsa olmaz ara\u00e7lardan biridir. Peki, kullan\u0131c\u0131lara y\u00f6nelik yap\u0131lan bu anketler nas\u0131l de\u011ferlendirilmelidir? M\u00fc\u015fteri anketlerinin m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mede sa\u011flad\u0131\u011f\u0131 faydalar nelerdir? <\/p>\n\n\n\n

M\u00fc\u015fteri Anketleri Hakk\u0131nda<\/strong><\/h2>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

M\u00fc\u015fteri anketleri, t\u00fcketicilerin mevcut hizmetler ile ilgili memnuniyet d\u00fczeyleri, yeni \u00fcr\u00fcn ve hizmetlerle ilgili g\u00f6r\u00fc\u015f ve beklentileri hakk\u0131nda bilgi edinmek i\u00e7in bir kullan\u0131lan bir kaynakt\u0131r. M\u00fc\u015fteri anketleri m\u00fc\u015fterilerin bir kurulu\u015fun \u00fcr\u00fcnleri veya yol haritas\u0131 hakk\u0131nda fikir vermesi i\u00e7in bir platform sa\u011flamada etkili olur. Bu anketler, t\u00fcketicilerden gelen ve bir \u015firketin genel performans\u0131n\u0131 b\u00fcy\u00fck \u00f6l\u00e7\u00fcde etkileyebilecek \u00f6nemli bilgilerin ana kaynaklar\u0131d\u0131r. Yeni stratejilere temel olu\u015fturabilmeleri i\u00e7in m\u00fc\u015fteri anketlerinde sorulacak sorular\u0131n cevaplar\u0131 analiz edilebilir olmal\u0131d\u0131r. M\u00fc\u015fteri anketleri; yaz\u0131l\u0131 olarak, telefon g\u00f6r\u00fc\u015fmeleri ile ya da online \u015fekilde ger\u00e7ekle\u015ftirilebilir.<\/p>\n\n\n\n

M\u00fc\u015fteri Anketleri Nas\u0131l De\u011ferlendirilir?<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri anketlerinin do\u011fru \u015fekilde de\u011ferlendirilebilmeleri i\u00e7in bu anketlerde sorulan sorulara verilecek cevaplar\u0131n \u00f6l\u00e7\u00fclebilir ve analiz edilebilir olmalar\u0131 gerekir. Bu noktada a\u00e7\u0131k ve kapal\u0131 u\u00e7lu olmak \u00fczere iki farkl\u0131 soru \u00e7e\u015fidi vard\u0131r. Anketlerin nas\u0131l de\u011ferlendirilece\u011fi kullan\u0131lan soru \u00e7e\u015fidine g\u00f6re de\u011fi\u015fiklik g\u00f6sterir. \u00d6rne\u011fin; kapal\u0131 u\u00e7lu sorular\u0131n, yani kullan\u0131c\u0131lardan belirli se\u00e7eneklerden birini se\u00e7melerinin istendi\u011fi sorular\u0131n, soruldu\u011fu bir ankette sonu\u00e7lar \u201cNet Tavsiye Skoru (NPS<\/a>)\u201d, \u201cMod Puan\u0131\u201d ya da \u201cOrtalama ve Medyan<\/a> Puan\u0131\u201d ile de\u011ferlendirilebilir. <\/p>\n\n\n\n

M\u00fc\u015fteri Anketleri De\u011ferlendirilirken Nelere Dikkat Edilmelidir?<\/strong><\/h2>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

M\u00fc\u015fterilerin ald\u0131klar\u0131 deneyimlerden memnuniyetlerini \u00f6l\u00e7mek, markalara y\u00f6nelik g\u00f6r\u00fc\u015f ve beklentilerini \u00f6\u011frenmek i\u00e7in en iyi yollardan biri onlar\u0131n \u00e7e\u015fitli anketlere kat\u0131lmalar\u0131n\u0131 sa\u011flamakt\u0131r. Bu anketler de\u011ferlendirilirken dikkat edilmesi gereken unsurlar \u015funlard\u0131r:<\/p>\n\n\n\n

1) Anket Sonu\u00e7lar\u0131n\u0131 Temizleyin<\/strong><\/h3>\n\n\n\n

M\u00fc\u015fteri anketleri sonu\u00e7land\u0131r\u0131ld\u0131ktan sonra de\u011ferlendirme a\u015famas\u0131na ge\u00e7ilmeden \u00f6nce bu sonu\u00e7lar\u0131n ele\u015ftirel bir bak\u0131\u015f a\u00e7\u0131s\u0131yla incelenmesi ve temizlenmesi gerekir. Sa\u011fl\u0131kl\u0131 bir anket de\u011ferlendirmesi i\u00e7in uygun olmayan yan\u0131tlar\u0131n de\u011ferlendirmeye kat\u0131lmadan \u00e7\u0131kar\u0131lmas\u0131 gerekir. \u00d6rne\u011fin; terk edilmi\u015f anketler, uygun olmayan yan\u0131tlardand\u0131r. M\u00fc\u015fteriler taraf\u0131ndan anket sorular\u0131n\u0131n yaln\u0131zca bir k\u0131sm\u0131 cevapland\u0131\u011f\u0131 i\u00e7in genel bir resim ortaya \u00e7\u0131kmamaktad\u0131r. Bunun yan\u0131nda sonu\u00e7lar temizlenirken anketi yan\u0131tlayan hedef kitle de dikkate al\u0131nmal\u0131d\u0131r. \u015eirketlerin hedef kitleleri i\u00e7in haz\u0131rlad\u0131klar\u0131 anketlere kimi zaman bu kitlenin d\u0131\u015f\u0131ndan, hatta \u015firketin kullan\u0131c\u0131s\u0131 dahi olmayan kullan\u0131c\u0131lardan yan\u0131tlar gelebilir. Sa\u011fl\u0131kl\u0131 bir de\u011ferlendirme i\u00e7in bu yan\u0131tlar\u0131n sonu\u00e7lardan \u00e7\u0131kar\u0131lmalar\u0131 gereklidir.<\/p>\n\n\n\n

2) Yan\u0131t Oranlar\u0131na Dikkat Edin<\/strong><\/h3>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

M\u00fc\u015fteri anketleri de\u011ferlendirilirken dikkat edilmesi gereken bir di\u011fer madde de yan\u0131t oranlar\u0131d\u0131r. D\u00fczenlenen ankete ne kadar \u00e7ok ki\u015fi kat\u0131l\u0131rsa, al\u0131nacak sonu\u00e7lar da o kadar anlaml\u0131 olur. Genel olarak, anketi olu\u015fturan ve kat\u0131l\u0131mc\u0131 aras\u0131ndaki ili\u015fki ne kadar yak\u0131nsa, kat\u0131l\u0131mc\u0131n\u0131n ankete kat\u0131lma olas\u0131l\u0131\u011f\u0131 o kadar y\u00fcksek olacakt\u0131r. \u00d6rne\u011fin; elde tutma oran\u0131, mevcut m\u00fc\u015fteriler i\u00e7in \u015firketinizle ileti\u015fimi hen\u00fcz yeni olan bir m\u00fc\u015fteriye g\u00f6re daha y\u00fcksek olacakt\u0131r.<\/p>\n\n\n\n

3) Anket Sonu\u00e7lar\u0131n\u0131 Nicel ve Nitel Olarak De\u011ferlendirin<\/strong><\/h3>\n\n\n\n

Farkl\u0131 soru tiplerinin birlikte kullan\u0131ld\u0131\u011f\u0131 anketlerde sonu\u00e7lar hem nicel hem de nitel olarak de\u011ferlendirilmelidir. Nicel de\u011ferlendirmede kapal\u0131 u\u00e7lu sorulardan al\u0131nan sonu\u00e7lar \u00f6l\u00e7eklendirilir ve bu \u00f6l\u00e7e\u011fe somut de\u011ferler atan\u0131r. \u00d6rne\u011fin; \u201cHi\u00e7 kat\u0131lm\u0131yorum\u201d se\u00e7ene\u011fine 0 ve \u201cKesinlikle kat\u0131l\u0131yorum\u201d se\u00e7ene\u011fine 100 atamak gibi. Bu de\u011ferlendirmede cevaplar\u0131n ortalamas\u0131n\u0131 hesaplamak, genel durum hakk\u0131nda daha iyi bir genel bak\u0131\u015f da sa\u011flayabilir. <\/p>\n\n\n\n

Nicel verileri kontrol etmenin yan\u0131 s\u0131ra, sonu\u00e7lar\u0131n nitel de\u011ferlendirmesi de \u00f6nemli bir rol oynar. Bunun nedeni nitel verilerin ve bunlardan \u00e7\u0131kar\u0131lacak sonu\u00e7lar\u0131n anket sonu\u00e7lar\u0131n\u0131n kapsaml\u0131 bir \u015fekilde anla\u015f\u0131lmas\u0131 ve de\u011ferlendirilebilmesi i\u00e7in gereken ayr\u0131nt\u0131 ve derinli\u011fi sa\u011flamas\u0131d\u0131r. Anketlerde a\u00e7\u0131k u\u00e7lu sorulara yer verildiyse veya yorum i\u015flevi etkinle\u015ftirildiyse, salt t\u0131klamal\u0131 sorulardan \u00e7ok daha fazlas\u0131n\u0131 \u00f6\u011frenebilirsiniz. Nitel de\u011ferlendirme s\u00fcre\u00e7lerini kolayla\u015ft\u0131rabilmek ve verileri grafikle\u015ftirebilmek i\u00e7in kelime bulutu ya da k\u00fcmelendirme programlar\u0131ndan faydalan\u0131labilir.<\/p>\n\n\n\n

Kusursuz M\u00fc\u015fteri Deneyiminin Adresi: Infoset<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri deneyiminin geli\u015ftirilmesi i\u00e7in bu s\u00fcrecin \u00e7e\u015fitli anketler ile kontrol edilmesi gerekir. Bunun i\u00e7in yap\u0131lacak anketler m\u00fc\u015fteri ve \u00e7al\u0131\u015fan olmak \u00fczere iki tarafl\u0131 y\u00fcr\u00fct\u00fclmeli ve do\u011fru sorular sorularak anketten de\u011ferlendirilebilir yan\u0131tlar al\u0131nabilmesi sa\u011flanmal\u0131d\u0131r. T\u00fcm bu s\u00fcre\u00e7ler \u015firketler i\u00e7in zaman zaman komplike ve takibi zor bir hal alabilir. Bu noktada Infoset ile bu zorlay\u0131c\u0131 s\u00fcreci otomatize ederek zamandan ve maliyetten tasarruf sa\u011flayabilirsiniz. Infoset, ak\u0131ll\u0131 raporlama \u00f6zelli\u011fi ile destek ekiplerinizin performanslar\u0131n\u0131 anl\u0131k olarak izlemenizi sa\u011flarken, ayn\u0131 zamanda ekiplerinizin hangi alanlarda geli\u015fme g\u00f6sterebilece\u011fini de sunar. M\u00fc\u015fteri deneyiminizi bir sonraki seviyeye ta\u015f\u0131mak ve sat\u0131\u015flar\u0131n\u0131z\u0131 art\u0131rmak i\u00e7in Infoset\u2019i hemen bug\u00fcn kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n\n\n\n

\"\"<\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"

Bu yaz\u0131m\u0131zda sizlere m\u00fc\u015fteri anketlerinden, bu anketlerin nas\u0131l de\u011ferlendirildi\u011finden ve de\u011ferlendirme s\u00fcrecinde dikkat edilmesi gerekenlerden bahsedece\u011fiz.\u00a0<\/p>\n","protected":false},"author":2,"featured_media":1734,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[1115,483],"yoast_head":"\nM\u00fc\u015fteri Anketlerini De\u011ferlendirirken Dikkat Etmeniz Gereken 3 \u015eey - Infoset<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri anketleri nas\u0131l de\u011ferlendirilir? M\u00fc\u015fteri anketlerini de\u011ferlendirirken nelere dikkat edilmelidir? 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