{"id":2193,"date":"2022-08-16T19:00:00","date_gmt":"2022-08-16T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=2193"},"modified":"2022-08-09T14:23:28","modified_gmt":"2022-08-09T11:23:28","slug":"muster-efor-skoru-nedir-nasil-olculur","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/muster-efor-skoru-nedir-nasil-olculur\/","title":{"rendered":"M\u00fc\u015fteri Efor Skoru Nedir? Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr?"},"content":{"rendered":"\n<p>Say\u0131lar\u0131 her ge\u00e7en g\u00fcn artan \u00e7evrimi\u00e7i i\u015fletmeler, pandeminin etkisiyle h\u0131zl\u0131 bir \u015fekilde b\u00fcy\u00fcme g\u00f6sterdi. Bu durum i\u015fletmeler aras\u0131nda rekabet yaratt\u0131. Bir\u00e7ok \u015firket bu s\u00fcre\u00e7te m\u00fc\u015fteri memnuniyetini \u00f6ncelik olarak g\u00f6rse de asl\u0131nda m\u00fc\u015fterilerin arad\u0131\u011f\u0131 \u015fey s\u00fcre\u00e7 i\u00e7inde ya\u015fan\u0131lan aksilikleri minimum eforla \u00e7\u00f6zebilecek bir hizmetti. Bunun fark\u0131nda olan i\u015fletmeler ise kendi m\u00fc\u015fterilerinin m\u00fc\u015fteri efor skorunu \u00f6l\u00e7\u00fcp ona uygun olarak ilerleme g\u00f6sterdiler. Peki m\u00fc\u015fteri efor skoru nedir? <\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Efor Skoru Hakk\u0131nda<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces-1-1024x448.jpeg\" alt=\"m\u00fc\u015fteri efor skoru\" class=\"wp-image-2188\" width=\"556\" height=\"243\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces-1-1024x448.jpeg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces-1-300x131.jpeg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces-1-1536x672.jpeg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces-1-300x131@2x.jpeg 600w\" sizes=\"(max-width: 556px) 100vw, 556px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteri efor skoru, 2010 y\u0131l\u0131nda Harvard Business Review\u2019da yay\u0131nlanan \u201c<a href=\"https:\/\/hbr.org\/2010\/07\/stop-trying-to-delight-your-customers\" target=\"_blank\" rel=\"noreferrer noopener\">Stop Trying to Delight Your Customers<\/a>\u201d makalesi ile ortaya \u00e7\u0131km\u0131\u015ft\u0131r. K\u0131saca \u201cCES\u201d olarak tan\u0131mlan\u0131r.\u00a0 M\u00fc\u015fterilerin i\u015fletmenizle etkile\u015fim kurmak i\u00e7in ne kadar \u00e7aba harcad\u0131\u011f\u0131n\u0131 \u00f6l\u00e7en bir hizmet puan\u0131d\u0131r. Bu etkile\u015fimlere \u00f6rnek olarak; m\u00fc\u015fterinin \u00fcr\u00fcn\u00fc ve hizmeti kullanabilmek i\u00e7in ne kadar \u00e7aba sarf etti\u011fi, \u00fcr\u00fcn veya hizmetle ilgili bir sorun ya\u015fad\u0131\u011f\u0131nda \u00e7\u00f6z\u00fcme ne kadar kolayl\u0131kla ula\u015ft\u0131\u011f\u0131 say\u0131labilir.<\/p>\n\n\n\n<p>M\u00fc\u015fteri hizmete ula\u015fmak i\u00e7in \u00e7ok zaman harcar ve efor sarf ederse motivasyonu da o kadar azal\u0131r. B\u00f6ylece o i\u015fletmeyi tekrar kullanmak i\u00e7in yeterli motivasyona sahip olamaz. Bu durum ayn\u0131&nbsp; zamanda i\u015fletmenin sad\u0131k bir m\u00fc\u015fterisini de elinden alabilir. \u00c7\u00fcnk\u00fc m\u00fc\u015fteriler ya\u015fad\u0131klar\u0131 deneyimleri di\u011fer m\u00fc\u015fterilerle platformlar \u00fczerinden payla\u015f\u0131yor ve di\u011fer m\u00fc\u015fterileri de ciddi oranda etkiliyor. Sonu\u00e7ta m\u00fc\u015fteriler daha kolay hizmet veren, sorun \u00e7\u00f6zen bir i\u015fletmeye ge\u00e7i\u015f yap\u0131yorlar.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Efor Skoru\u2019nun (CES) \u0130\u015fletmeler i\u00e7in \u00d6nemi Nedir?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces3.jpeg\" alt=\"m\u00fc\u015fteri efor puan\u0131\" class=\"wp-image-2190\" width=\"438\" height=\"332\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces3.jpeg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces3-300x228.jpeg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces3-87x67.jpeg 87w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces3-300x228@2x.jpeg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/ces3-87x67@2x.jpeg 174w\" sizes=\"(max-width: 438px) 100vw, 438px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteri efor skorunun belirlenip i\u015fletmenizin bu sonuca g\u00f6re eylem almalar\u0131 sonucu m\u00fc\u015fterilerinizin deneyimini iyile\u015ftirmenin yan\u0131nda ayn\u0131 zamanda uzun s\u00fcreli m\u00fc\u015fteri ili\u015fkileri geli\u015ftirmelerine de yard\u0131mc\u0131 olacakt\u0131r.&nbsp;<\/p>\n\n\n\n<p>CES\u2019in \u00f6l\u00e7\u00fclmesindeki en \u00f6nemli fayda <a href=\"https:\/\/infoset.app\/blog\/tr\/musteri-temsilcileri-icin-onemli-5-metrik\/\" target=\"_blank\" rel=\"noreferrer noopener\">m\u00fc\u015fteri sadakati<\/a> i\u00e7in y\u00fcksek tahmin g\u00fcc\u00fcne sahip olmas\u0131d\u0131r. Harvard Business Review (HBR) ara\u015ft\u0131rmas\u0131na g\u00f6re , bir \u015firketle d\u00fc\u015f\u00fck \u00e7aba gerektiren etkile\u015fimler ya\u015fad\u0131klar\u0131n\u0131 bildiren <strong>m\u00fc\u015fterilerin<a href=\"https:\/\/hbr.org\/2010\/07\/stop-trying-to-delight-your-customers\" target=\"_blank\" rel=\"noreferrer noopener\"> %94&#8217;\u00fc<\/a><\/strong> yeniden sat\u0131n alacaklar\u0131n\u0131 s\u00f6yledi. Ayn\u0131 <strong>t\u00fcketicilerin %88&#8217;i<\/strong> ise harcamalar\u0131n\u0131 art\u0131raca\u011f\u0131n\u0131 belirterek CES\u2019in \u00f6nemini desteklemi\u015ftir.<\/p>\n\n\n\n<p>CES&#8217;in, m\u00fc\u015fterilerinizin markan\u0131z\u0131 ba\u015fkalar\u0131na y\u00f6nlendirme olas\u0131l\u0131klar\u0131n\u0131n ne kadar oldu\u011fu ve bundan nas\u0131l bahsedecekleri konusunda size bir fikir verebilece\u011fini de g\u00f6steriyor. M\u00fc\u015fteriler olumlu bir deneyimi b\u00fcy\u00fctmeseler de k\u00f6t\u00fc bir deneyimi asla unutmazlar. Bu da k\u00f6t\u00fc hizmet dalgalanma etkisi yaratarak di\u011fer m\u00fc\u015fterilerin de etkilenmesine neden olabilir. Ayn\u0131 Harvard Business Review\u2019\u0131n ara\u015ft\u0131rmalar\u0131na g\u00f6re; olumlu bir hizmet etkile\u015fimi olan <strong>m\u00fc\u015fterilerin %23&#8217;\u00fc<\/strong> bunu daha fazla ki\u015fiye anlat\u0131rken, olumsuz deneyimler ya\u015fayan m\u00fc\u015fterilerin %48&#8217;i daha fazla ki\u015fiye anlat\u0131r.\u00a0<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Efor Skoru Hesaplamas\u0131 ve De\u011ferlendirilmesi Nas\u0131l Yap\u0131l\u0131r?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/CES-1024x448.jpeg\" alt=\"m\u00fc\u015fteri efor puan\u0131\" class=\"wp-image-2187\" width=\"563\" height=\"246\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/CES-1024x448.jpeg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/CES-300x131.jpeg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/CES-1536x672.jpeg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/08\/CES-300x131@2x.jpeg 600w\" sizes=\"(max-width: 563px) 100vw, 563px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteri efor skorunu m\u00fc\u015fteri i\u015fg\u00fcc\u00fc puan\u0131 olarak da tan\u0131mlayabiliriz. Bir m\u00fc\u015fterinin i\u015fletmenizle etkile\u015fime girmesi, m\u00fc\u015fteri deste\u011fiyle ilgili bir sorunu \u00e7\u00f6zme, sat\u0131n alma veya denemeye kaydolma ne kadar kolay oldu\u011funu \u00f6l\u00e7en anketlerle hesaplan\u0131r.<\/p>\n\n\n\n<p>M\u00fc\u015fterinin etkisinin ne kadar y\u0131k\u0131c\u0131 etkiye sahip olabilece\u011finin fark\u0131nda olan i\u015fletmeler m\u00fc\u015fteri efor skorunu \u00f6l\u00e7mek i\u00e7in anketler yaparlar. Bu sayede i\u015fletmeler bulunduklar\u0131 durumu belirleyip kendilerini geli\u015ftirirler.&nbsp;<\/p>\n\n\n\n<p>Bu anketler genellikle m\u00fc\u015fterilerin i\u015fletmelerle olan etkile\u015fimleri sonucunda ekranlar\u0131na d\u00fc\u015ferek g\u00fcncel verileri toplar. Bu anketler m\u00fc\u015fterilere, bir marka ile olan deneyimlerinde harcad\u0131\u011f\u0131 \u00e7aban\u0131n seviyesini \u201c<strong>\u00c7ok Zordan \u00c7ok Kolaya<\/strong>\u2019\u2019 3, 5 veya 7 puanl\u0131k bir \u00f6l\u00e7ekte de\u011ferlendirerek bir m\u00fc\u015fterinin sadakat metri\u011fini belirler. Genel olarak 5&#8217;ten fazla olan ortalama bir M\u00fc\u015fteri \u00c7aba Puan\u0131 iyidir; fakat 5 ve daha d\u00fc\u015f\u00fck bir puan i\u00e7in iyi oldu\u011fu s\u00f6ylenemez.<\/p>\n\n\n\n<p>M\u00fc\u015fteri efor skoru (<strong>CES<\/strong>) \u015fu \u015fekilde hesaplan\u0131r:<\/p>\n\n\n\n<p><strong>M\u00fc\u015fteri Eforu Puan\u0131 =<\/strong> T\u00fcm M\u00fc\u015fteri Eforu Puanlar\u0131n\u0131n toplam\u0131 \u00f7 Toplam yan\u0131tlayan say\u0131s\u0131.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Etkile\u015fimlerinizi Infoset ile G\u00fc\u00e7lendirin<\/strong><\/h2>\n\n\n\n<p>Infoset ile canl\u0131 destek yaz\u0131l\u0131m\u0131n\u0131 tamamen ki\u015fiselle\u015ftirin ve istedi\u011finiz web sitesine kolayca yerle\u015ftirebilirsiniz. Uygulamalar aras\u0131nda atlayarak zaman\u0131n\u0131z\u0131 bo\u015fa harcamaz, sadece m\u00fc\u015fteri ba\u015far\u0131s\u0131na odaklanabilirsiniz. Infoset ihtiyac\u0131n\u0131z olan her \u015feyi tek yerden y\u00f6netmenize destek olur. Ziyaret\u00e7ilerinizi potansiyel m\u00fc\u015fterilere, m\u00fc\u015fterilerinizi mutlu kullan\u0131c\u0131lara d\u00f6n\u00fc\u015ft\u00fcrmenize yard\u0131mc\u0131 olur. M\u00fc\u015fteri memnuniyetini bir \u00fcst seviyeye \u00e7\u0131karmak ve sat\u0131\u015flar\u0131n\u0131z\u0131 artt\u0131rmak i\u00e7in Infoset\u2019i hemen bug\u00fcn <a href=\"https:\/\/infoset.app\/tr\/solutions\/sales-management\" 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 m\u00fc\u015fteri efor skorundan, nas\u0131l hesapland\u0131\u011f\u0131nda ve i\u015fletmelerin b\u00fcy\u00fcmesine olan katk\u0131lar\u0131ndan bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":2189,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[387,507,483,1299],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Efor Skoru Nedir? 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