{"id":10893,"date":"2021-10-28T16:43:57","date_gmt":"2021-10-28T16:43:57","guid":{"rendered":"https:\/\/www.creafone.com\/?p=10893"},"modified":"2022-01-06T14:06:56","modified_gmt":"2022-01-06T14:06:56","slug":"musteri-memnuniyeti-olcumu","status":"publish","type":"post","link":"https:\/\/www.creafone.com\/en\/blog\/musteri-memnuniyeti-olcumu\/","title":{"rendered":"M\u00fc\u015fteri Memnuniyetini \u00d6l\u00e7menin 4 Temel Yolu"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"10893\" class=\"elementor elementor-10893\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-92c61ba elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"92c61ba\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9925cb6\" data-id=\"9925cb6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a36e6ac elementor-widget elementor-widget-heading\" data-id=\"a36e6ac\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">M\u00fc\u015fteri Memnuniyetini \u00d6l\u00e7menin 4 Temel Yolu<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0d274bc elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0d274bc\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b2d6390\" data-id=\"b2d6390\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-120df31 elementor-widget elementor-widget-image\" data-id=\"120df31\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"580\" height=\"544\" src=\"https:\/\/www.creafone.com\/wp-content\/uploads\/2021\/10\/feedback-g0901c4e68_1280-1024x960.jpg\" class=\"attachment-large size-large wp-image-10898\" alt=\"\" srcset=\"https:\/\/www.creafone.com\/wp-content\/uploads\/2021\/10\/feedback-g0901c4e68_1280-1024x960.jpg 1024w, https:\/\/www.creafone.com\/wp-content\/uploads\/2021\/10\/feedback-g0901c4e68_1280-300x281.jpg 300w, https:\/\/www.creafone.com\/wp-content\/uploads\/2021\/10\/feedback-g0901c4e68_1280-768x720.jpg 768w, https:\/\/www.creafone.com\/wp-content\/uploads\/2021\/10\/feedback-g0901c4e68_1280-1200x1125.jpg 1200w, https:\/\/www.creafone.com\/wp-content\/uploads\/2021\/10\/feedback-g0901c4e68_1280.jpg 1280w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4d1e95c1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4d1e95c1\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2e6a7c06\" data-id=\"2e6a7c06\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-35565b6c elementor-widget elementor-widget-text-editor\" data-id=\"35565b6c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t  <h2>M\u00fc\u015fteri Memnuniyeti Nedir ve Neden \u00d6l\u00e7melisiniz?<\/h2>\n  <p style=\"color:gray\">M\u00fc\u015fteri memnuniyeti, m\u00fc\u015fteri beklentilerini ne kadar iyi kar\u015f\u0131lad\u0131\u011f\u0131n\u0131z\u0131 veya a\u015ft\u0131\u011f\u0131n\u0131z\u0131 belirlemek i\u00e7in kullan\u0131lan yayg\u0131n bir y\u00f6ntemdir. <a style=\"font-size: 20px; line-height: 32px; text-decoration: underline; color: #910045;\" href=\"https:\/\/www.creafone.com\/musteri-hizmetleri\/\" >M\u00fc\u015fteri hizmetleri <\/a>ve \u00fcr\u00fcn kalitesinin \u00f6nemli bir performans g\u00f6stergesi olarak kullan\u0131l\u0131r. <\/p>\n\n  <p  style=\"color:gray\">M\u00fc\u015fteri memnuniyeti en iyi m\u00fc\u015fteri deneyimi a\u00e7\u0131s\u0131ndan anla\u015f\u0131labilir. M\u00fc\u015fteri deneyimi (veya CX), bir m\u00fc\u015fterinin i\u015fletmenizle ilgili alg\u0131lar\u0131n\u0131n, etkile\u015fimlerinin ve d\u00fc\u015f\u00fcncelerinin toplam\u0131d\u0131r.<\/p>\n\n  <p  style=\"color:gray\">M\u00fc\u015fteri memnuniyeti, bir\u00e7ok farkl\u0131 y\u00f6n\u00fcn bir bile\u015fimidir ve zaman i\u00e7inde de\u011fi\u015fmesi muhtemeldir. Tutumsal marka ba\u011fl\u0131l\u0131\u011f\u0131 geli\u015ftiren m\u00fc\u015fterilerin, yani bir markayla olumlu duygusal ba\u011flar\u0131 olan m\u00fc\u015fterilerin, daha az sad\u0131k emsallerine g\u00f6re fiyata daha az duyarl\u0131 olduklar\u0131 g\u00f6r\u00fclm\u00fc\u015ft\u00fcr. Ayr\u0131ca sizden sat\u0131n ald\u0131klar\u0131nda d\u00f6n\u00fc\u015f\u00fcm sa\u011flama olas\u0131l\u0131klar\u0131 daha y\u00fcksektir. Son derece memnun m\u00fc\u015fterilerin, arkada\u015flar\u0131na ve ailelerine deneyimlerini anlatmas\u0131 ve markan\u0131z\u0131 tan\u0131tmas\u0131 da muhtemeldir.<\/p>\n\n  <p  style=\"color:gray\">Beklentileri basit\u00e7e kar\u015f\u0131lamak yerine bir m\u00fc\u015fteri deneyimi seviyesi hedefleyin. Ancak m\u00fckemmel bir m\u00fc\u015fteri hizmeti sundu\u011funuzu bilseniz bile, bunu m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7meden g\u00f6rmeniz zor olabilir.<\/p>\n  <h2>4 Temel M\u00fc\u015fteri Memnuniyeti \u00d6l\u00e7\u00fcm\u00fc<\/h2>\n  \n  <p  style=\"color:gray\">Peki m\u00fc\u015fteri memnuniyetini etkin bir \u015fekilde nas\u0131l \u00f6l\u00e7ebiliriz?<\/p>\n\n  <p  style=\"color:gray\">\u0130\u015fte i\u015f ba\u015far\u0131n\u0131z i\u00e7in kritik olan 4 temel m\u00fc\u015fteri memnuniyeti \u00f6l\u00e7\u00fcm\u00fc. Bir \u00fcr\u00fcn veya hizmete y\u00f6nelik duygusal ve bili\u015fsel (rasyonel olarak yarg\u0131lanan) tepkiler ve davran\u0131\u015fsal niyetler (\u00f6nerme veya tekrar sat\u0131n alma olas\u0131l\u0131\u011f\u0131 gibi) gibi m\u00fc\u015fteri memnuniyetinin farkl\u0131 boyutlar\u0131n\u0131 hesaba katarlar ve genel memnuniyet puanlar\u0131n\u0131 \u015fu \u015fekilde al\u0131rlar:<\/p>\n  \n  <ol>\n    <li style=\"font-size: 32px; padding-left: 0px; margin-left: 0px; color: black;\">\n      <strong>Genel Memnuniyet \u00d6l\u00e7\u00fct\u00fc (Tutumsal)<\/strong>\n    <\/li>\n \n  <p  style=\"color:gray\">\u00d6rnek soru: Genel olarak, \u201cA restoran\u0131ndan\u201d ne kadar memnunsunuz?<\/p>\n\n  <p  style=\"color:gray\">Bu soru, bir t\u00fcketicinin kulland\u0131\u011f\u0131 bir \u00fcr\u00fcnle ilgili memnuniyet deneyiminin genel g\u00f6r\u00fc\u015f\u00fcn\u00fc yans\u0131t\u0131r.<\/p>\n\n  <p  style=\"color:gray\">M\u00fc\u015fteri memnuniyetinin en b\u00fcy\u00fck yorday\u0131c\u0131lar\u0131, kalite at\u0131flar\u0131 ile sonu\u00e7lanan m\u00fc\u015fteri deneyimleridir.<\/p>\n\n  <p  style=\"color:gray\">Alg\u0131lanan kalite genellikle \u00fc\u00e7 ba\u011flamdan birinde \u00f6l\u00e7\u00fcl\u00fcr:<\/p>\n \n  <ul style=\"color:black\">\n    <li>Genel Kalite<\/li>\n    <li>Alg\u0131lanan g\u00fcvenilirlik<\/li>\n    <li>M\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131n kar\u015f\u0131lanma derecesi<\/li>\n  <\/ul>\n \n  <p  style=\"color:gray\">Memnuniyetin \u201ciyi bir se\u00e7imdi\u201d veya \u201cSat\u0131n ald\u0131\u011f\u0131ma memnunum\u201d gibi olumlu fikirlerle ba\u011flant\u0131l\u0131 iken, genellikle memnuniyetsizli\u011fin sat\u0131n alma pi\u015fmanl\u0131\u011f\u0131 ile e\u015f anlaml\u0131 oldu\u011funa inan\u0131l\u0131r.<\/p>\n\n  <p  style=\"color:gray\">Kalite alg\u0131s\u0131n\u0131 ve \u00fcr\u00fcn memnuniyetini rehber alarak m\u00fc\u015fteri memnuniyetini bir b\u00fct\u00fcn olarak daha iyi \u00f6l\u00e7ebiliriz.<\/p>\n  \n    <li style=\"font-size: 32px; padding-left: 0px; margin-left: 0px; color: black;\">\n      <strong>Sadakat \u00d6l\u00e7\u00fcm\u00fc (Duygusal, Davran\u0131\u015fsal)<\/strong>\n    <\/li>\n\n\n  <p  style=\"color:gray\">\u00d6rnek soru: Ailenize ve arkada\u015flar\u0131n\u0131za \u201cA restoran\u0131n\u0131\u201d tavsiye eder misiniz?<\/p>\n\n  <p style=\"color:gray\">Bu tek soru \u00f6l\u00e7\u00fcs\u00fc, temel NPS (Net Promoter Score) \u00f6l\u00e7\u00fcs\u00fcd\u00fcr.<\/p>\n\n  <p style=\"color:gray\">4 temel m\u00fc\u015fteri memnuniyeti \u00f6l\u00e7\u00fcm\u00fcnden 2.si olan m\u00fc\u015fteri sadakati, \u00fcr\u00fcn veya hizmetleri yeniden sat\u0131n alma olas\u0131l\u0131\u011f\u0131n\u0131 yans\u0131t\u0131r. M\u00fc\u015fteri memnuniyeti, yeniden sat\u0131n alman\u0131n \u00f6nemli bir g\u00f6stergesidir ancak \u00fcr\u00fcn performans\u0131, kalitesi ve de\u011ferine ili\u015fkin a\u00e7\u0131k performans de\u011ferlendirmelerinden g\u00fc\u00e7l\u00fc bir \u015fekilde etkilenir.<\/p>\n  <p style=\"color:gray\">Sadakat genellikle genel memnuniyet, tekrar sat\u0131n alma olas\u0131l\u0131\u011f\u0131 ve markay\u0131 bir arkada\u015f\u0131n\u0131za tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131 i\u00e7eren \u00f6l\u00e7\u00fcmlerin bir kombinasyonu olarak \u00f6l\u00e7\u00fcl\u00fcr.<\/p>\n  <p style=\"color:gray\">Ortak bir sadakat \u00f6l\u00e7\u00fcs\u00fc, a\u015fa\u011f\u0131daki \u00fc\u00e7 sorunun puanlar\u0131n\u0131n toplam\u0131 olabilir:<\/p>\n  <ul style=\"color:black\">\n    <li>Genel olarak, [marka]&#8217;dan ne kadar memnunsunuz?<\/li>\n\n    <li>[Markay\u0131] se\u00e7meye\/yeniden sat\u0131n almaya devam etme olas\u0131l\u0131\u011f\u0131n\u0131z nedir?<\/li>\n    <li>Bir arkada\u015f\u0131n\u0131za veya aile \u00fcyenize [marka] \u00f6nerme olas\u0131l\u0131\u011f\u0131n\u0131z nedir?<\/li>\n  <\/ul>\n\n  <p style=\"color:gray\">M\u00fc\u015fteri sadakatini bu metrik bi\u00e7iminde anlamak, m\u00fc\u015fteri memnuniyetini gelecekteki davran\u0131\u015f a\u00e7\u0131s\u0131ndan \u00f6l\u00e7menize yard\u0131mc\u0131 olur. Sadece m\u00fc\u015fteri memnuniyetini \u015fimdi anlamak i\u00e7in de\u011fil, ayn\u0131 zamanda gelecekteki sat\u0131n alma tahminlerini geli\u015ftirmek i\u00e7in de yard\u0131mc\u0131 olabilir.<\/p>\n  \n    <li style=\"font-size: 32px; padding-left: 0px; margin-left: 0px; color: black;\">\n      <strong>Bir Dizi Nitelik Memnuniyeti \u00d6l\u00e7\u00fcm\u00fc (Duyu\u015fsal ve Bili\u015fsel)<\/strong>\n    <\/li>\n\n  <p style=\"color:gray\">\u00d6rnek soru: A\u2019daki ba\u015flang\u0131\u00e7 taba\u011f\u0131n\u0131z\u0131n \u201ctad\u0131\u201dndan ne kadar memnunsunuz?<\/p>\n\n  <p style=\"color:gray\">\u00d6rnek soru: A restoran\u0131n\u0131 se\u00e7me karar\u0131n\u0131zda \u201clezzet\u201d ne kadar \u00f6nemli?<\/p>\n\n  <p style=\"color:gray\">Etki (be\u011fenme\/be\u011fenmeme) en iyi \u00fcr\u00fcn \u00f6zellikleri veya faydalar\u0131 ba\u011flam\u0131nda \u00f6l\u00e7\u00fcl\u00fcr. M\u00fc\u015fteri memnuniyeti, alg\u0131lanan \u00fcr\u00fcn kalitesi ve hizmet \u00f6zelliklerinden etkilenir ve \u00fcr\u00fcn veya hizmetin beklentileri taraf\u0131ndan y\u00f6netilir. Ara\u015ft\u0131rmac\u0131, m\u00fc\u015fteri memnuniyeti i\u00e7in \u00f6nemli olan her bir \u00f6zellik i\u00e7in \u00f6l\u00e7\u00fcmler tan\u0131mlamal\u0131 ve geli\u015ftirmelidir.<\/p>\n\n  <p style=\"color:gray\">Bir t\u00fcketicinin hi\u00e7 kullanmad\u0131\u011f\u0131 bir \u00fcr\u00fcn veya hizmete y\u00f6nelik tutumlar\u0131n\u0131 \u00f6l\u00e7mek anlaml\u0131 olabilir, ancak bir \u00fcr\u00fcn veya hizmet kullan\u0131lmad\u0131\u011f\u0131nda memnuniyeti \u00f6l\u00e7mek anlaml\u0131 de\u011fildir.<\/p>\n\n  <p style=\"color:gray\">Bili\u015f yarg\u0131ya at\u0131fta bulunur: \u00fcr\u00fcn faydal\u0131yd\u0131 (ya da kullan\u0131\u015fl\u0131 de\u011fildi); duruma uygun (veya uymad\u0131); sorunun\/durumun gerekliliklerini a\u015fm\u0131\u015f (veya a\u015fmam\u0131\u015f); veya \u00fcr\u00fcn deneyiminin \u00f6nemli bir par\u00e7as\u0131yd\u0131 (veya \u00f6nemsizdi).<\/p>\n\n  <p style=\"color:gray\">Yarg\u0131lar genellikle kullan\u0131m amac\u0131na ve do\u011fru veya yanl\u0131\u015f olmas\u0131na bak\u0131lmaks\u0131z\u0131n, \u00fcr\u00fcn\u00fcn sat\u0131n al\u0131nd\u0131\u011f\u0131 kullan\u0131m durumuna \u00f6zeldir.<\/p>\n\n  <p style=\"color:gray\">Etki ve tatmin yak\u0131ndan ili\u015fkili kavramlard\u0131r. Aradaki fark, memnuniyetin \u201cdeneyim sonras\u0131\u201d olmas\u0131 ve \u00fcr\u00fcn\u00fcn kalitesi veya de\u011feri taraf\u0131ndan \u00fcretilen duygusal etkiyi temsil etmesidir.<\/p>\n \n  <p style=\"color:gray\">M\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek i\u00e7in bu metri\u011fi kullanmak, m\u00fc\u015fteri memnuniyeti d\u00fczeylerinin nedenlerini daraltman\u0131za yard\u0131mc\u0131 olur. Mutsuz m\u00fc\u015fteriler, \u00f6rne\u011fin kaliteden ziyade \u00fcr\u00fcnlere veya hizmetlere belirli bir duygusal tepki verebilir.<\/p>\n \n    <li style=\"font-size: 32px; padding-left: 0px; margin-left: 0px; color: black;\">\n      <strong>Tekrar Sat\u0131n Alma Niyeti \u00d6l\u00e7\u00fcmleri (Davran\u0131\u015fsal \u00d6l\u00e7\u00fcmler)<\/strong>\n    <\/li>\n \n  <p style=\"color:gray\">\u00d6rnek soru: \u00d6n\u00fcm\u00fczdeki 30 g\u00fcn i\u00e7inde A restoran\u0131na gelmeyi d\u00fc\u015f\u00fcn\u00fcyor musunuz?<\/p>\n\n  <p style=\"color:gray\">T\u00fcketiciler, gelece\u011fe y\u00f6nelik veya varsay\u0131msal davran\u0131\u015flarla ilgili sorular\u0131 dile getirirken, genellikle &#8220;bu \u00fcr\u00fcn\u00fc sat\u0131n alman\u0131n iyi bir se\u00e7im olaca\u011f\u0131n\u0131&#8221; veya &#8220;Bu \u00fcr\u00fcn\u00fc sat\u0131n almaktan memnuniyet duyaca\u011f\u0131m\u0131&#8221; belirtirler. Davran\u0131\u015fsal \u00f6l\u00e7\u00fcmler, t\u00fcketicinin m\u00fc\u015fteri hizmetleri temsilcileriyle olan ge\u00e7mi\u015f deneyimlerini de yans\u0131t\u0131r.<\/p>\n \n  <p style=\"color:gray\">Memnuniyet, ba\u015fkalar\u0131yla a\u011f\u0131zdan a\u011f\u0131za ileti\u015fim ve sosyal medya arac\u0131l\u0131\u011f\u0131yla ileti\u015fim kurmak gibi di\u011fer sat\u0131n alma\/deneyim sonras\u0131 eylemleri etkileyebilir.<\/p>\n \n  <p style=\"color:gray\">Ek deneyim sonras\u0131 eylemler, \u00fcr\u00fcn veya bilgi aray\u0131\u015f\u0131n\u0131n artmas\u0131, alternatif \u00fcr\u00fcnlerin denenmesinin azalmas\u0131 ve hatta al\u0131\u015fveri\u015f yerleri ve se\u00e7im davran\u0131\u015f\u0131 tercihlerinde de\u011fi\u015fiklikler ile sonu\u00e7lanan y\u00fcksek \u00fcr\u00fcn kat\u0131l\u0131m\u0131 seviyelerini yans\u0131tabilir.<\/p>\n\n  <h2>KPI&#8217;lar (Key Performance Indicator) Arac\u0131l\u0131\u011f\u0131yla M\u00fc\u015fteri Memnuniyeti Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr?<\/h2>\n\n  <p style=\"color:gray\">M\u00fc\u015fteri geri bildiriminizi toplamak, m\u00fc\u015fteri kayb\u0131 riskini ayd\u0131nlatmak ve sad\u0131k m\u00fc\u015fterileri ay\u0131rt etmek i\u00e7in m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek, \u00f6zellikle zaman i\u00e7inde faydal\u0131d\u0131r.<\/p>\n\n  <p style=\"color:gray\">Ancak, belirli hedefler g\u00f6z \u00f6n\u00fcnde bulundurularak m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek daha iyidir. \u0130ster dahili ister sekt\u00f6rel bir k\u0131yaslama olsun, ula\u015fmay\u0131 hedefledi\u011finiz puanlara sahip olarak, zaman i\u00e7indeki ilerlemenizi takip edebilir ve nas\u0131l yapt\u0131\u011f\u0131n\u0131za tepki verebilirsiniz. Eylemleriniz CSAT puan\u0131n\u0131z\u0131 iyile\u015ftirmiyorsa, nerede yanl\u0131\u015f yapt\u0131\u011f\u0131n\u0131z\u0131 yeniden de\u011ferlendirmeniz gerekebilir.<\/p>\n \n  <p style=\"color:gray\">Peki, KPI&#8217;n\u0131z olarak i\u015flev g\u00f6rebilecek m\u00fc\u015fteri memnuniyeti puan\u0131n\u0131z i\u00e7in ger\u00e7ek\u00e7i bir hedefi nas\u0131l belirlersiniz?<\/p>\n  \n  <h2>Ge\u00e7mi\u015f M\u00fc\u015fteri Memnuniyeti Puan\u0131n\u0131z\u0131 \u0130yile\u015ftirin<\/h2>\n \n  <p style=\"color:gray\">En belirgin cevap, ge\u00e7mi\u015f m\u00fc\u015fteri geri bildirimlerinizi s\u00fcrekli olarak iyile\u015ftirmektir. \u0130lk puan\u0131 bir k\u0131yaslama olarak almak ve d\u00fczenli aral\u0131klarla stok almak, yaln\u0131zca m\u00fc\u015fteri memnuniyetini zaman i\u00e7inde \u00f6l\u00e7menize yard\u0131mc\u0131 olmakla kalmaz, ayn\u0131 zamanda hizmetinizi s\u00fcrekli olarak iyile\u015ftirmenize yard\u0131mc\u0131 olur. Puan\u0131n\u0131z, yolculu\u011fun bir k\u0131sm\u0131na at\u0131fta bulunabilir \u2013 \u00f6rne\u011fin, yeni bir araba sipari\u015f etmek veya onu teslim almak. Ald\u0131\u011f\u0131n\u0131z puanlara neyin sebep oldu\u011funu bulmaya \u00e7al\u0131\u015f\u0131n. M\u00fc\u015fterilerle, \u00fcr\u00fcn ekipleriyle, \u00f6n saflardaki personelle konu\u015fun, hepsinde iyile\u015ftirmenize yard\u0131mc\u0131 olacak faydal\u0131 bilgiler var. Elbette m\u00fc\u015fteri memnuniyeti de\u011fi\u015fmeye ve geli\u015fmeye devam edecek ve buna g\u00f6re davranmal\u0131s\u0131n\u0131z.<\/p>\n \n  <p style=\"color:gray\">Puan\u0131n\u0131z\u0131n y\u00fcksek olmas\u0131, bu \u015fekilde kalaca\u011f\u0131 anlam\u0131na gelmez, s\u00fcrekli geli\u015fmeye bak\u0131n!<\/p>\n  \n  <h2>Yar\u0131\u015fmaya Bir G\u00f6z At\u0131n<\/h2>\n  \n  <p style=\"color:gray\">Rekabetiniz neredeyse kesinlikle m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7ecektir. Rakiplerinizle kar\u015f\u0131la\u015ft\u0131r\u0131ld\u0131\u011f\u0131nda nerede oldu\u011funuzu \u2013 elinizden geldi\u011fince \u2013 anlamak, kendinize gelecek i\u00e7in m\u00fc\u015fteri memnuniyeti hedefleri koyman\u0131za yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n \n  <h2>Sekt\u00f6r Kriterlerine G\u00f6re Yarg\u0131lay\u0131n<\/h2>\n\n  <p style=\"color:gray\">Sekt\u00f6r\u00fcn\u00fcz, m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek i\u00e7in size sa\u011flam bir k\u0131lavuz sa\u011flayacak m\u00fc\u015fteri memnuniyeti kriterlerine sahip olacakt\u0131r. Sekt\u00f6r\u00fcn\u00fcz\u00fcn temel \u00e7izgisini kar\u015f\u0131lam\u0131yorsan\u0131z, m\u00fc\u015fteri deneyiminizin t\u00fcketici taban\u0131n\u0131z\u0131n beklentilerini kar\u015f\u0131lamamas\u0131 muhtemeldir.<\/p>\n \n  <h2>Ara\u00e7lar arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteri memnuniyeti nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr?<\/h2>\n \n  <p style=\"color:gray\">4 temel m\u00fc\u015fteri memnuniyeti \u00f6l\u00e7\u00fcm\u00fcnden biri olan, m\u00fc\u015fteri memnuniyetinin nas\u0131l \u00f6l\u00e7\u00fclece\u011fini \u00f6\u011frenmek, daha geni\u015f m\u00fc\u015fteri deneyimi resminin yaln\u0131zca bir par\u00e7as\u0131d\u0131r. M\u00fc\u015fteri memnuniyeti karma\u015f\u0131kt\u0131r ve s\u00fcrekli de\u011fi\u015fmektedir ve sonu\u00e7 olarak, m\u00fcmk\u00fcn olan en do\u011fru resmi elde etmek i\u00e7in bir dizi \u00f6l\u00e7\u00fcmde s\u0131k \u00f6l\u00e7\u00fcmler yapmak \u00f6nemlidir.<\/p>\n \n  <h2>Daha Geni\u015f \u00d6l\u00e7\u00fcm Resmi<\/h2>\n\n  <p style=\"color:gray\">M\u00fc\u015fteri memnuniyeti puan\u0131n\u0131z her zaman m\u00fc\u015fteri \u00e7aba puan\u0131, Net Destek\u00e7i Puan\u0131 (NPS) ve daha fazlas\u0131 dahil olmak \u00fczere daha geni\u015f bir veri resmi aras\u0131nda d\u00fc\u015f\u00fcn\u00fclmelidir. Bu, sa\u011flad\u0131\u011f\u0131n\u0131z hizmetle ilgili olarak m\u00fc\u015fteri duyarl\u0131l\u0131\u011f\u0131n\u0131 ve m\u00fc\u015fteri sadakatini anlaman\u0131za yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n \n  <p style=\"color:gray\">Ancak t\u00fcm bu m\u00fc\u015fteri memnuniyeti \u00f6l\u00e7\u00fcmlerini nas\u0131l takip ediyorsunuz ve bunlar\u0131 birbirine g\u00f6re nas\u0131l analiz ediyor ve eyleme ge\u00e7irilebilir i\u00e7g\u00f6r\u00fcler topluyorsunuz?<\/p>\n \n  <h2>Uyumlu Ara\u00e7lar Kullanarak M\u00fc\u015fteri Memnuniyeti Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr?<\/h2>\n \n  <p style=\"color:gray\">Daha geni\u015f bir <a style=\"font-size: 20px; line-height: 32px; text-decoration: underline; color: #910045;\" href=\"https:\/\/www.creafone.com\/dijital-musteri-deneyimi\/\">dijital m\u00fc\u015fteri deneyimi<\/a> program\u0131n\u0131n par\u00e7as\u0131 olarak, di\u011fer \u00f6l\u00e7\u00fcmlerle birlikte m\u00fc\u015fteri memnuniyetine y\u00f6nelik s\u00fcrekli bir yakla\u015f\u0131m benimsemenizi \u00f6neririz. <\/p>\n \n  <p style=\"color:gray\">\n    <a style=\"font-size: 20px; line-height: 32px; text-decoration: underline; color: #910045;\" href=\"https:\/\/www.creafone.com\/\">Creafone<\/a> gibi tek bir platformda m\u00fc\u015fteri memnuniyeti metriklerinizi \u00f6l\u00e7erek analiz edebilirsiniz. Yaln\u0131zca g\u00fc\u00e7l\u00fc analitik ara\u00e7lardan ve yorumlanmas\u0131 kolay sonu\u00e7lardan faydalanmakla kalmayarak, ayn\u0131 zamanda bulgular\u0131n\u0131z\u0131 di\u011fer unsurlarla b\u00fct\u00fcnle\u015ftirebileceksiniz. Ancak en \u00f6nemlisi, \u015firket genelindeki \u00f6ng\u00f6r\u00fclerinize g\u00f6re \u00e7ok daha kolay bir \u015fekilde harekete ge\u00e7ebileceksiniz.\n  <\/p>\n \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri Memnuniyetini \u00d6l\u00e7menin 4 Temel Yolu M\u00fc\u015fteri Memnuniyeti Nedir ve Neden \u00d6l\u00e7melisiniz? M\u00fc\u015fteri memnuniyeti, m\u00fc\u015fteri beklentilerini ne kadar iyi kar\u015f\u0131lad\u0131\u011f\u0131n\u0131z\u0131 veya a\u015ft\u0131\u011f\u0131n\u0131z\u0131 belirlemek i\u00e7in kullan\u0131lan yayg\u0131n bir y\u00f6ntemdir. M\u00fc\u015fteri hizmetleri ve \u00fcr\u00fcn kalitesinin \u00f6nemli bir performans g\u00f6stergesi olarak kullan\u0131l\u0131r. M\u00fc\u015fteri memnuniyeti en iyi m\u00fc\u015fteri deneyimi a\u00e7\u0131s\u0131ndan anla\u015f\u0131labilir. M\u00fc\u015fteri deneyimi (veya CX), bir m\u00fc\u015fterinin i\u015fletmenizle ilgili [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":10898,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[59],"tags":[],"class_list":["post-10893","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-musteri-memnuniyeti"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>M\u00fc\u015fteri Memnuniyetini \u00d6l\u00e7menin 4 Temel Yolu - CREAFONE<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri deneyiminizi geli\u015ftirmek i\u00e7in \u00e7al\u0131\u015ft\u0131ktan sonra, istenen sonu\u00e7lar\u0131 ald\u0131\u011f\u0131n\u0131z\u0131 nas\u0131l bilebilirsiniz? 4 basit yolla m\u00fc\u015fteri memnuniyeti \u00f6l\u00e7ebilirsiniz\" \/>\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.creafone.com\/en\/blog\/musteri-memnuniyeti-olcumu\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"M\u00fc\u015fteri Memnuniyetini \u00d6l\u00e7menin 4 Temel Yolu - CREAFONE\" \/>\n<meta property=\"og:description\" content=\"M\u00fc\u015fteri deneyiminizi geli\u015ftirmek i\u00e7in \u00e7al\u0131\u015ft\u0131ktan sonra, istenen sonu\u00e7lar\u0131 ald\u0131\u011f\u0131n\u0131z\u0131 nas\u0131l bilebilirsiniz? 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