{"id":8850,"date":"2021-09-29T22:13:37","date_gmt":"2021-09-29T22:13:37","guid":{"rendered":"https:\/\/supremeveritas.com\/?page_id=8850"},"modified":"2022-10-20T19:22:55","modified_gmt":"2022-10-20T19:22:55","slug":"customer-satisfaction-csat-management","status":"publish","type":"page","link":"https:\/\/supremeveritas.com\/tr\/what-we-do\/customer-satisfaction-csat-management\/","title":{"rendered":"M\u00fc\u015fteri Memnuniyeti CSAT Y\u00f6netimi"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Supreme Veritas Limited, performans\u0131n artmas\u0131, m\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131n kar\u015f\u0131lanmas\u0131 ve k\u00e2rlar\u0131n artmas\u0131yla geri d\u00f6nen ISO 10002 m\u00fc\u015fteri memnuniyeti y\u00f6netim sistemine uymas\u0131 i\u00e7in her hizmet sa\u011flama kurulu\u015funu te\u015fvik eder. Sekt\u00f6re \u00fcr\u00fcn veya hizmet sunan herhangi bir b\u00fcy\u00fckl\u00fckteki veya t\u00fcrdeki kurulu\u015fla ilgilidir.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CSAT Nedir ve Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">M\u00fc\u015fteri memnuniyeti, i\u015f ba\u015far\u0131s\u0131 i\u00e7in temel bir unsurdur. \u0130\u015fte CSAT metri\u011fini kullanarak bunu nas\u0131l \u00f6l\u00e7ece\u011finiz ve takip edece\u011finiz.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CSAT Nedir?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">CSAT, m\u00fc\u015fteri memnuniyeti puan\u0131n\u0131n k\u0131saltmas\u0131d\u0131r. Her t\u00fcrl\u00fc i\u015fletmede m\u00fc\u015fteri hizmetleri ve \u00fcr\u00fcn kalitesi i\u00e7in bir performans g\u00f6stergesi olarak kullan\u0131lan yayg\u0131n bir metrikdir. M\u00fc\u015fteri memnuniyeti genel bir fikir olsa da, CSAT y\u00fczde olarak ifade edilen daha tan\u0131ml\u0131 bir metrikdir. 0 harika olurdu \u2013 %0 korkun\u00e7 olurdu.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CSAT Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">CSAT, m\u00fc\u015fteri geri bildirimi arac\u0131l\u0131\u011f\u0131yla \u00f6l\u00e7\u00fcl\u00fcr. Bu, a\u015fa\u011f\u0131daki sorunun bir veya daha fazla varyasyonu arac\u0131l\u0131\u011f\u0131yla toplan\u0131r:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u201cAld\u0131\u011f\u0131n\u0131z [\u00fcr\u00fcn\/hizmet] ile genel memnuniyetinizi nas\u0131l de\u011ferlendirirsiniz?\u201d<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Kat\u0131l\u0131mc\u0131lar a\u015fa\u011f\u0131daki 1'den 5'e kadar olan \u00f6l\u00e7e\u011fi kullan\u0131r:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>\u00c7ok memnun de\u011fil<\/li><li>Memnun de\u011fil<\/li><li>N\u00f6tr<\/li><li>Memnun<\/li><li>\u00c7ok memnun<\/li><\/ol>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.qualtrics.com\/m\/assets\/wp-content\/uploads\/2019\/04\/CSAT-survey-questions.png\" alt=\"Overall, how satisfied were you with Qualtrics?\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Sonu\u00e7lar, Bile\u015fik M\u00fc\u015fteri Memnuniyeti Puan\u0131 vermek i\u00e7in ortalamas\u0131 al\u0131nabilir, ancak CSAT puanlar\u0131 genellikle y\u00fczde \u00f6l\u00e7e\u011fi olarak ifade edilir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Geri bildirim alman\u0131n en yayg\u0131n yolu, geleneksel bir anket, bir web sitesinde bir kimlik, a\u00e7\u0131l\u0131r pencere veya kal\u0131c\u0131 form, bir uygulama i\u00e7inde, SMS veya ba\u015fka bir y\u00f6ntem arac\u0131l\u0131\u011f\u0131yla bir m\u00fc\u015fteri memnuniyeti anketidir.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CSAT Hesaplama<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Anket verilerinizden bir CSAT puan\u0131 hesaplamak i\u00e7in 4 (memnun) ve 5 (\u00e7ok memnun) yan\u0131tlar\u0131n\u0131 kullanacaks\u0131n\u0131z. Geri bildirim anketlerinde en y\u00fcksek iki de\u011feri kullanman\u0131n m\u00fc\u015fteri tutma oran\u0131n\u0131 en do\u011fru \u015fekilde tahmin etti\u011fi g\u00f6sterilmi\u015ftir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bu hesaplamay\u0131 yapmak i\u00e7in ald\u0131\u011f\u0131n\u0131z toplam yan\u0131t say\u0131s\u0131n\u0131 da bilmeniz gerekecek. M\u00fc\u015fteri geri bildirim program\u0131n\u0131z\u0131 merkezi bir platform \u00fczerinden y\u00fcr\u00fct\u00fcyorsan\u0131z, bu numaray\u0131 bulmak kolayd\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Y\u00fczde puan\u0131na ula\u015fmak i\u00e7in bu form\u00fcl\u00fc kullan\u0131n:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>(Memnun m\u00fc\u015fteri say\u0131s\u0131 (4 ve 5) \/ Anket yan\u0131tlar\u0131n\u0131n say\u0131s\u0131) x 100 = Memnun m\u00fc\u015fterilerin y\u00fczdesi<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CSAT Ne Zaman \u00d6l\u00e7\u00fclmeli?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Peki m\u00fc\u015fterilerden deneyimleri hakk\u0131nda ne zaman geri bildirim istemelisiniz? Cevap, ne t\u00fcr bir \u00fcr\u00fcn veya hizmet sundu\u011funuza ba\u011fl\u0131 olabilir. \u0130leti\u015fim merkezinize yap\u0131lan bir telefon g\u00f6r\u00fc\u015fmesi gibi ayr\u0131k etkile\u015fimler i\u00e7in, g\u00f6r\u00fc\u015fme ki\u015finin akl\u0131nda tazeyken hemen ard\u0131ndan geri bildirim istemek mant\u0131kl\u0131d\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bir abonelik veya bir alet veya mobilya gibi uzun s\u00fcreli kullan\u0131m i\u00e7in bir \u00f6\u011fe gibi zaman i\u00e7inde devam edecek bir deneyim i\u00e7in, m\u00fc\u015fteriye d\u00fc\u015f\u00fcncelerini sormadan \u00f6nce biraz zaman (g\u00fcnler veya haftalar) vermek isteyebilirsiniz, b\u00f6ylece sat\u0131n almay\u0131 de\u011ferlendirebilir ve farkl\u0131 kullan\u0131m durumlar\u0131nda nas\u0131l performans g\u00f6sterdi\u011fini g\u00f6rebilirler.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ancak \u00f6ncelikle, CSAT, devam eden bir m\u00fc\u015fteri ili\u015fkisinden ziyade belirli bir deneyimle ilgili bir \u201chemen \u015fimdi\u201d metri\u011fidir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tekrarlayan bir m\u00fc\u015fteriden birden fazla kez geri bildirim isteyebilirsiniz (ancak m\u00fc\u015fteriyi geri bildirim istekleriyle a\u015f\u0131r\u0131 y\u00fcklememeye dikkat edin, \u00e7\u00fcnk\u00fc bu kendi sorunlar\u0131n\u0131 yaratabilir).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u0130yi Bir CSAT Puan\u0131 Nedir?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Yani bir CSAT anketi uygulad\u0131n\u0131z ve sonu\u00e7lar geldi. Ancak CSAT puan\u0131n\u0131z\u0131n iyi olup olmad\u0131\u011f\u0131n\u0131 nas\u0131l anlars\u0131n\u0131z? Beklentilerinizi nas\u0131l belirlemelisiniz?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CSAT puan\u0131n\u0131 k\u0131yaslamak kesin bir bilim de\u011fildir, \u00e7\u00fcnk\u00fc her i\u015fletme ve \u00fcr\u00fcn farkl\u0131d\u0131r, ancak ACSI (Amerikan M\u00fc\u015fteri Hizmetleri Endeksi) gibi kaynaklar\u0131 kullanarak end\u00fcstriniz i\u00e7in tipik olan\u0131n ne oldu\u011fu hakk\u0131nda bir fikir edinebilirsiniz. ACSI, end\u00fcstriler, sekt\u00f6rler, markalar ve \u015firketler i\u00e7in k\u0131yaslama puanlar\u0131 sa\u011flar.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ancak bir \u015fey kesindir \u2013 e\u011fer puan\u0131n\u0131z d\u00fc\u015f\u00fckten y\u00fckse\u011fe do\u011fru ilerliyorsa, bir \u015feyleri do\u011fru yap\u0131yorsunuz demektir. \u0130lerlemenizi takip etmek i\u00e7in, CSAT'\u0131 m\u00fc\u015fteri deneyimi program\u0131n\u0131z\u0131n rutin bir par\u00e7as\u0131 haline getirerek s\u00fcrekli olarak \u00f6l\u00e7melisiniz.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CSAT'\u0131n Art\u0131lar\u0131 ve Eksileri Nelerdir?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">T\u00fcm metrikler gibi, CSAT da i\u015f ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7me s\u00f6z konusu oldu\u011funda yaln\u0131zca bir par\u00e7ad\u0131r. \u0130\u015fte yetenekleri hakk\u0131nda bilmeniz gerekenler.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">CSAT'\u0131n Art\u0131lar\u0131<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u00d6l\u00e7mesi kolayd\u0131r<br><\/strong>CSAT verileri, kolay bir derecelendirme \u00f6l\u00e7e\u011fi format\u0131yla yaln\u0131zca bir soruda yakalanabilir ve bu, bir dizi kanalda h\u0131zl\u0131 ve basit bir \u015fekilde uygulanabilir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>M\u00fc\u015fterileriniz i\u00e7in kolayd\u0131r<br><\/strong>K\u0131sal\u0131\u011f\u0131 ve basitli\u011fi nedeniyle, CSAT sorusu m\u00fc\u015fteriler i\u00e7in d\u00fc\u015f\u00fck \u00e7aba gerektirir ve bu, birden fazla kez sorarsan\u0131z onlar\u0131n bunalm\u0131\u015f hissetme olas\u0131l\u0131\u011f\u0131n\u0131 azalt\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Kullan\u0131c\u0131 dostu veriler \u00fcretir<br><\/strong>CSAT, \u00e7e\u015fitli istatistiksel testler kullan\u0131larak i\u015flenmesi ve analiz edilmesi kolay say\u0131sal veriler sa\u011flar.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Yayg\u0131n olarak bilinir<br><\/strong>CSAT standart bir \u00f6l\u00e7\u00fc haline geldi\u011fi i\u00e7in di\u011fer i\u015fletmelerle k\u0131yaslama yapmak veya harika puan\u0131n\u0131z\u0131 pazarlama ve promosyonlarda kullanmak m\u00fcmk\u00fcnd\u00fcr.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">CSAT'\u0131n Eksileri<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Kendi kendine bildirime dayan\u0131r<br><\/strong>Kendi kendine bildirim verileri, \u00f6nyarg\u0131ya kar\u015f\u0131 \u00e7ok savunmas\u0131z olmas\u0131yla \u00fcnl\u00fcd\u00fcr. CSAT anketi gibi basit bir \u015feyle bile, birinin ruh hali veya ya\u015fam olaylar\u0131na ba\u011fl\u0131 olarak yan\u0131tlarda \u00e7arp\u0131kl\u0131k elde edebilirsiniz.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Derinlik ve detay a\u00e7\u0131s\u0131ndan s\u0131n\u0131rl\u0131d\u0131r<br><\/strong>CSAT, olumluluk veya olumsuzlu\u011fun kaba bir \u00f6l\u00e7\u00fcs\u00fcd\u00fcr. Deneyimlerdeki n\u00fcans veya detaylar\u0131 yakalamaz.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Tek ki\u015filik bir yan\u0131tt\u0131r<br><\/strong>CSAT, bir ki\u015finin bireysel bir deneyimi oldu\u011funda iyi \u00e7al\u0131\u015f\u0131r. Ancak ya bir aile, bir ekip veya hatta \u00fcr\u00fcn veya hizmeti kullanan bir i\u015fletme ad\u0131na yan\u0131t veriyorlarsa?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Yan\u0131t \u00f6nyarg\u0131s\u0131na tabidir<br><\/strong>CSAT iste\u011fine yan\u0131t veren ki\u015filer, \u00e7ok olumlu veya \u00e7ok olumsuz bir deneyim ya\u015fam\u0131\u015f olanlar olma e\u011filimindedir. N\u00f6tr hisseden ki\u015filer anketi doldurmak i\u00e7in daha az motive olabilir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Supreme Veritas, performans\u0131n artmas\u0131, m\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131n kar\u015f\u0131lanmas\u0131 ve k\u00e2rlar\u0131n artmas\u0131yla geri d\u00f6nen ISO 10002 m\u00fc\u015fteri memnuniyeti y\u00f6netim sistemine uymas\u0131 i\u00e7in her hizmet sa\u011flama kurulu\u015funu te\u015fvik eder. Sekt\u00f6re \u00fcr\u00fcn veya hizmet sunan herhangi bir b\u00fcy\u00fckl\u00fckteki veya t\u00fcrdeki kurulu\u015fla ilgilidir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Kurulu\u015flar, m\u00fc\u015fterileri \u00f6nceliklendirmek, m\u00fc\u015fteri geri bildirimiyle s\u00fcre\u00e7leri ve sistemi iyile\u015ftirmek istiyorlarsa ISO 10002'den yararlanabilir. ISO 10002, uluslararas\u0131 bir standart olarak, m\u00fc\u015fteri memnuniyeti kalite y\u00f6netim sistemi i\u00e7in gereksinimler belirler. Bu, kurulu\u015flar\u0131n m\u00fc\u015fterilere s\u00fcre\u00e7lerinin uluslararas\u0131 standartlara uygun oldu\u011funu g\u00f6stermelerine ve s\u00fcrekli iyile\u015ftirme taahh\u00fcd\u00fcnde bulunmalar\u0131na yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">ISO 10002, m\u00fc\u015fteri ihtiya\u00e7lar\u0131na, kaliteye ve s\u00fcrekli iyile\u015ftirmeye odaklan\u0131r. S\u00fcre\u00e7lerinizi ve performans\u0131n\u0131z\u0131 iyile\u015ftirerek, kurulu\u015funuz m\u00fc\u015fterilerinizin ihtiya\u00e7lar\u0131n\u0131 daha iyi kar\u015f\u0131layabilir ve bir tedarik\u00e7i olarak gereksinimlerini yerine getirebilir. Bu, yeni i\u015f f\u0131rsatlar\u0131 yarat\u0131r ve rekabet g\u00fcc\u00fcn\u00fc art\u0131rarak k\u00e2rlar\u0131n artmas\u0131na yol a\u00e7ar.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ne bilmek istiyorsunuz? S\u00fcrekli m\u00fc\u015fteri kaybeden kurulu\u015flar, itibarlar\u0131n\u0131 geri kazanmak i\u00e7in \u00e7ok \u00e7al\u0131\u015fmak zorundad\u0131r. \u00d6zel sekt\u00f6r, kamu sekt\u00f6r\u00fc ve g\u00f6n\u00fcll\u00fc kurulu\u015flar i\u00e7in; M\u00fc\u015fteri beklentilerini kar\u015f\u0131lamak en temel neden haline gelmi\u015ftir. M\u00fc\u015fteriye \u00f6zen g\u00f6stermek, rekabet i\u00e7in b\u00fcy\u00fck avantajlar sa\u011flayacakt\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Supreme Veritas, \u015firketinizin k\u00fcresel sertifikasyon kurulu\u015flar\u0131yla sertifikaland\u0131r\u0131lmas\u0131n\u0131 destekleyecektir, \u00e7\u00fcnk\u00fc g\u00fcn\u00fcm\u00fcz\u00fcn k\u00fcresel ekonomisinde faaliyet g\u00f6stermek i\u00e7in kalite ve m\u00fc\u015fteri memnuniyeti zorunlu hale gelmi\u015ftir. M\u00fc\u015fteriler, sat\u0131n ald\u0131klar\u0131 \u00fcr\u00fcn ve hizmetlerin kalitesine dair kan\u0131t ar\u0131yor ve sat\u0131n ald\u0131klar\u0131 \u00fcr\u00fcn veya hizmet i\u00e7in \u00f6dedikleri paraya de\u011fer vermeye kararl\u0131lar. Sertifika bunu kan\u0131tl\u0131yor. Supreme Veritas ile i\u015f birli\u011fi yaparak, ISO 10002 ile \u00e7al\u0131\u015fman\u0131zdan en iyi \u015fekilde yararlanarak performans\u0131n\u0131z\u0131 art\u0131rabilir, m\u00fc\u015fterilerinizin ihtiya\u00e7lar\u0131n\u0131 kar\u015f\u0131layabilir ve i\u015finizi b\u00fcy\u00fctebilirsiniz.<\/p>","protected":false},"excerpt":{"rendered":"<p>CSAT, m\u00fc\u015fteri memnuniyeti puan\u0131n\u0131n k\u0131saltmas\u0131d\u0131r. Her t\u00fcrl\u00fc i\u015fletmede m\u00fc\u015fteri hizmetleri ve \u00fcr\u00fcn kalitesi i\u00e7in bir performans g\u00f6stergesi olarak kullan\u0131lan yayg\u0131n bir metrikdir. M\u00fc\u015fteri memnuniyeti bir kavram olarak genel bir fikir olsa da, CSAT y\u00fczde olarak daha spesifiktir. 0 harika olurdu \u2013 %0 korkun\u00e7 olurdu.<\/p>","protected":false},"author":1,"featured_media":9699,"parent":8771,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"_mi_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"footnotes":""},"class_list":["post-8850","page","type-page","status-publish","has-post-thumbnail","hentry"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Satisfaction CSAT Management - SupremeVeritas<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/supremeveritas.com\/tr\/what-we-do\/customer-satisfaction-csat-management\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Satisfaction CSAT Management - SupremeVeritas\" \/>\n<meta property=\"og:description\" content=\"CSAT is short for customer satisfaction score. It\u2019s a commonly used metric that acts as a key performance indicator for customer service and product quality in all kinds of businesses. 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