{"id":935,"date":"2021-12-21T19:00:00","date_gmt":"2021-12-21T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=935"},"modified":"2021-12-16T12:51:08","modified_gmt":"2021-12-16T09:51:08","slug":"musteri-memnuniyeti-nedir-nasil-olculur","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-memnuniyeti-nedir-nasil-olculur\/","title":{"rendered":"M\u00fc\u015fteri Memnuniyeti Nedir? Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr?"},"content":{"rendered":"\n<p>G\u00fcn\u00fcm\u00fcz i\u015f d\u00fcnyas\u0131nda \u015firketleri ba\u015far\u0131ya ula\u015ft\u0131ran en \u00f6nemli etkenlerden biri m\u00fc\u015fteri memnuniyetidir. Peki, m\u00fc\u015fteri memnuniyeti nedir? \u015eirketler i\u00e7in \u00f6nemi nedir ve nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr? <\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Memnuniyeti Nedir?<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-1024x768.jpg\" alt=\"m\u00fc\u015fteri memnuniyeti\" class=\"wp-image-899\" width=\"603\" height=\"452\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-1024x768.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-300x225.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-1536x1152.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-300x225@2x.jpg 600w\" sizes=\"(max-width: 603px) 100vw, 603px\" \/><\/figure>\n\n\n\n<p>M\u00fc\u015fteri memnuniyeti; \u015firketlerin sa\u011flad\u0131\u011f\u0131 \u00fcr\u00fcnler, hizmetler ve destekler sonucunda m\u00fc\u015fterilerin beklentilerinin kar\u015f\u0131lanmas\u0131 sonucunda onlar\u0131n tatmin olma oranlar\u0131n\u0131 yans\u0131tan bir kavramd\u0131r. <a href=\"https:\/\/infoset.app\/blog\/tr\/musteri-deneyimini-etkili-hale-getiren-4-tuyo\/\" target=\"_blank\" rel=\"noreferrer noopener\">M\u00fc\u015fteri<\/a> memnuniyeti her sekt\u00f6rden \u015firketler i\u00e7in ba\u015far\u0131l\u0131 bir marka imaj\u0131 olu\u015fturabilmek, sat\u0131\u015f oranlar\u0131n\u0131 art\u0131rabilmek ve a\u011f\u0131zdan a\u011f\u0131za pazarlama ile daha b\u00fcy\u00fck kitlelere ula\u015fabilmek gibi hedefler i\u00e7in b\u00fcy\u00fck \u00f6nem ta\u015f\u0131r. T\u00fcm bu maddeler sebebiyle <a href=\"https:\/\/www2.deloitte.com\/us\/en\/pages\/operations\/articles\/global-contact-center-survey.html\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>\u015firketlerin %88\u2019i<\/strong><\/a><strong>, <\/strong>stratejilerini belirlerken m\u00fc\u015fteri memnuniyetini temel olarak ele al\u0131r.&nbsp;<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Memnuniyeti Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr?<\/strong><\/h2>\n\n\n\n<p>M\u00fc\u015fteri memnuniyetini sa\u011flamak bir \u015firketin i\u015flerini s\u00fcrd\u00fcr\u00fclebilir k\u0131lmas\u0131 a\u00e7\u0131s\u0131ndan \u00f6nemlidir. Bu nedenle, var olan m\u00fc\u015fterileri elde tutmak ve yeni m\u00fc\u015fterilerin de memnuniyetini kazanmak i\u00e7in uygulanabilecek baz\u0131 metrikler vard\u0131r. Bunlar:<\/p>\n\n\n\n<h3><strong>1) Hedeflerinizi Belirleyin<\/strong><\/h3>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-1-1024x768.jpg\" alt=\"m\u00fc\u015fteri memnuniyeti\" class=\"wp-image-901\" width=\"578\" height=\"433\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-1-1024x768.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-1-300x225.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-1-1536x1152.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-1-300x225@2x.jpg 600w\" sizes=\"(max-width: 578px) 100vw, 578px\" \/><\/figure>\n\n\n\n<p>M\u00fc\u015fteri memnuniyeti i\u00e7in strateji ve kampanyalar planlamaya ba\u015flamadan \u00f6nce hedefler belirlenmelidir. S\u00fcrecin en ba\u015f\u0131nda belirlenecek olan hedefler, s\u00fcre\u00e7 sonunda elde edilecek verilerle m\u00fc\u015fteri memnuniyetinin \u00f6l\u00e7\u00fclmesine katk\u0131 sa\u011flayacakt\u0131r. Bu y\u0131l \u015firketinizin sundu\u011fu bir hizmeti de\u011ferlendirmek i\u00e7in m\u00fc\u015fterilere yapt\u0131\u011f\u0131n\u0131z anketten nas\u0131l sonu\u00e7lar almay\u0131 bekliyorsunuz? Alaca\u011f\u0131n\u0131z hangi sonu\u00e7lar m\u00fc\u015fterilerinizin memnun oldu\u011fu ve sizin ba\u015far\u0131ya ula\u015ft\u0131\u011f\u0131n\u0131z anlam\u0131na gelecek? Bunun gibi hedef ve beklentileri \u00f6nceden belirlemek, m\u00fc\u015fteri memnuniyetinin daha net \u00f6l\u00e7\u00fclmesini sa\u011flayacakt\u0131r.<\/p>\n\n\n\n<h3><strong>2) \u00c7evrimi\u00e7i Anketler D\u00fczenleyin<\/strong><\/h3>\n\n\n\n<p>M\u00fc\u015fteri memnuniyeti sa\u011flayabilmek i\u00e7in \u00f6ncelikle m\u00fc\u015fterilerin ihtiya\u00e7lar\u0131na anlamak gerekir. D\u00fczenli aral\u0131klarla anketler yapmak m\u00fc\u015fterilerin g\u00f6r\u00fc\u015f, beklenti, talep ve \u015fikayetlerini \u00f6\u011frenmenizi sa\u011flar. Bu sayede hangi konularda iyile\u015ftirme yapman\u0131z gerekti\u011fini ya da neleri de\u011fi\u015ftirmeniz gerekti\u011fini anlayabilirsiniz. Ki\u015fiselle\u015ftirilmi\u015f \u200b\u200bm\u00fc\u015fteri memnuniyet anketleri, hedef kitlenizle daha ki\u015fisel bir seviyede ba\u011flant\u0131 kurman\u0131za yard\u0131mc\u0131 olur. Bu da, m\u00fc\u015fterilerinizin markan\u0131zla olan ba\u011flant\u0131lar\u0131n\u0131 art\u0131r\u0131r ve m\u00fc\u015fteriyi elde tutman\u0131z\u0131 kolayla\u015ft\u0131r\u0131r. M\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek i\u00e7in s\u0131kl\u0131kla kullan\u0131lan \u00e7evrimi\u00e7i anketlere CSAT ve NPS \u00f6rnek verilebilir.&nbsp;<\/p>\n\n\n\n<ul><li><strong>NPS:<\/strong> Net Promoter Score (NPS), markalar\u0131n m\u00fc\u015fteri ili\u015fkilerindeki sadakati dolayl\u0131 olarak da m\u00fc\u015fterilerin memnuniyetini \u00f6l\u00e7meye yarayan bir anket \u00e7e\u015fididir. Net promosyoncu puan\u0131 sorulan \u201cBizi bir arkada\u015f\u0131n\u0131z veya i\u015f partnerinize tavsiye etme ihtimaliniz nedir?\u201d sorusuna verilen cevaplar \u00fczerinden hesaplan\u0131r. Bu soruda puanlama \u00e7o\u011funlukla 1-10 skalas\u0131 ile yap\u0131l\u0131r. Soruyu 0-6 puan ile cevaplayan ki\u015filer \u2018cayd\u0131r\u0131c\u0131\u2019, 9-10 ile cevaplayanlar \u2018te\u015fvik edici\u2019 olarak adland\u0131r\u0131l\u0131r. NPS de\u011feri de &nbsp;te\u015fvik edicilerin y\u00fczdesinden cayd\u0131r\u0131c\u0131lar\u0131n y\u00fczdesi \u00e7\u0131kar\u0131larak elde edilir.<\/li><\/ul>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img src=\"https:\/\/lh5.googleusercontent.com\/u-qExixtdQUasHlJM-0xWKxOgiQ6XPY3A7ahInxdZTQLTM3zjD3g7Gpfri2ETqIlFhcWO54qgqsndKRRuyAksgb5X_4Am2RVdJjxjy1Sx7tNYAgrLw5umeMNuEtqMlggssTvf3Ch\" alt=\"\" width=\"637\" height=\"294\"\/><\/figure>\n\n\n\n<ul><li><strong>CSAT:<\/strong> Customer Satisfaction Rate (CSAT), T\u00fcrk\u00e7esi ile \u201cM\u00fc\u015fteri Memnuniyet Puan\u0131\u201d m\u00fc\u015fterilerin \u00fcr\u00fcn veya hizmetlerinizden ne kadar memnun oldu\u011funu ya da olmad\u0131\u011f\u0131n\u0131 ortalama olarak \u00f6l\u00e7er. M\u00fc\u015fterilerden \u00f6nceden belirlenmi\u015f metriklere 1\u2019den 3\u2019e, 1\u2019den 5\u2019e veya 1\u2019den 10\u2019a kadar bir puan vermeleri istenir. En \u00e7ok kullan\u0131lan m\u00fc\u015fteri memnuniyet anketidir.<\/li><\/ul>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><img src=\"https:\/\/lh6.googleusercontent.com\/gqur24w8_ui2pWNoFiP9OJu1U8EIzfLik_3fMoasCdP-e_Ho8r0mOofn5fmNNdXvWrztwPc3lco5E-FRDjsCDYk6dyT8iO0kIgvm3xOoJVeyISMGaF-UJhrye7xlialNB5EJTB6p\" alt=\"\" width=\"635\" height=\"588\"\/><\/figure><\/div>\n\n\n\n<h3><strong>3) M\u00fc\u015fteri Terk Oranlar\u0131n\u0131 Dikkate Al\u0131n<\/strong><\/h3>\n\n\n\n<p>M\u00fc\u015fteri terk oran\u0131, belirli bir zaman aral\u0131\u011f\u0131ndaki m\u00fc\u015fteri kayb\u0131 y\u00fczdesidir. \u2018\u2018M\u00fc\u015fteriler neden art\u0131k sizi tercih etmiyor? M\u00fc\u015fteri say\u0131s\u0131nda neden azalma oluyor?\u2019\u2019 gibi sorular\u0131n cevab\u0131 ve terk sebepleri anketler ile belirlenebilir. <a href=\"https:\/\/translate.google.com\/website?sl=en&amp;tl=tr&amp;nui=1&amp;prev=search&amp;u=https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">PwC&#8217;ye g\u00f6re<\/a>; t\u00fcm insanlar\u0131n %73&#8217;\u00fc, sat\u0131n alma kararlar\u0131nda m\u00fc\u015fteri deneyimini \u00f6nemli bir fakt\u00f6r olarak g\u00f6r\u00fcyor. M\u00fc\u015fteri memnuniyet oran\u0131 y\u00fcksek olan \u015firketlerde terk oran\u0131 d\u00fc\u015f\u00fck oldu\u011fu gibi sat\u0131\u015f oran\u0131 da y\u00fcksektir. Bu nedenle m\u00fc\u015fteri terk oranlar\u0131ndaki sebepleri de\u011ferlendirerek m\u00fc\u015fteri memnuniyeti konusunda \u00f6l\u00e7\u00fcmler yapabilirsiniz.<\/p>\n\n\n\n<h3><strong>4) Toplanan Verileri Analiz Edin<\/strong><\/h3>\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\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-2-1024x768.jpg\" alt=\"m\u00fc\u015fteri memnuniyeti\" class=\"wp-image-903\" width=\"594\" height=\"445\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-2-1024x768.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-2-300x225.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-2-1536x1152.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-customer-satisfaction-and-how-to-it-2-300x225@2x.jpg 600w\" sizes=\"(max-width: 594px) 100vw, 594px\" \/><\/figure><\/div>\n\n\n\n<p>S\u00fcre\u00e7 boyunca toplanan verilerin m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7ebilmek i\u00e7in mutlaka analiz edilmesi gerekir. \u00c7e\u015fitli programlar kullan\u0131larak yap\u0131labilecek olan analizler, ilk ad\u0131mda belirlenen hedefler ile son ad\u0131mdaki verileri kar\u015f\u0131la\u015ft\u0131rarak \u015firketteki ilerlemeyi, ba\u015far\u0131 oran\u0131n\u0131 ve m\u00fc\u015fterilerin memnuniyetini \u00f6l\u00e7meyi sa\u011flar.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Memnuniyetinin Kolay Adresi: Infoset<\/strong><\/h2>\n\n\n\n<p>\u015eirketlerin m\u00fc\u015fteri memnuniyeti i\u00e7in \u00e7al\u0131\u015fmalar y\u00fcr\u00fctmeleri uzun zaman alan bir s\u00fcre\u00e7tir.\u00a0 Infoset ile bu \u00e7al\u0131\u015fma s\u00fcre\u00e7lerini 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\u00f6netebilir, t\u00fcm s\u00fcre\u00e7lerinizi otomatize edebilirsiniz. M\u00fc\u015fteri deneyiminizi bir sonraki seviyeye ta\u015f\u0131mak ve sat\u0131\u015flar\u0131n\u0131z\u0131 art\u0131rmak i\u00e7in Infoset&#8217;i 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 memnuniyetinden ve m\u00fc\u015fteri memnuniyetinin \u00f6l\u00e7mek i\u00e7in kullan\u0131lan metriklerden bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":905,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[557,732],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Memnuniyeti Nedir? 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