{"id":793090,"date":"2023-05-12T11:00:00","date_gmt":"2023-05-12T18:00:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-deneyimi-denetimi-nedir-nasil-yapilir\/"},"modified":"2023-07-24T07:00:11","modified_gmt":"2023-07-24T07:00:11","slug":"musteri-deneyimi-denetimi","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-deneyimi-denetimi\/","title":{"rendered":"M\u00fc\u015fteri Deneyimi Denetimi: Nedir + Nas\u0131l Yap\u0131l\u0131r?"},"content":{"rendered":"\n<p>M\u00fc\u015fteri deneyimi denetimi, m\u00fc\u015fteri deneyimi y\u00f6netimi s\u00fcrecinin \u00f6nemli bir a\u015famas\u0131d\u0131r.<\/p>\n\n<p>\u00d6n\u00fcm\u00fczdeki y\u0131llarda m\u00fc\u015fteri deneyimi, \u015firketinizin faaliyetlerinin en \u00f6nemli bile\u015feni olabilir. M\u00fc\u015fteriler ve rakipler, bireylerin markan\u0131zla etkile\u015fime ge\u00e7erken ya\u015fad\u0131klar\u0131 eksiksiz deneyim konusunda giderek daha fazla endi\u015fe duyuyor.<\/p>\n\n<p>Ancak, beklenen m\u00fc\u015fteri deneyimini sa\u011flamak i\u00e7in i\u015fletmelerin bu deneyimi aktif bir \u015fekilde y\u00f6netmesi gerekir. Bu blogda, m\u00fc\u015fteri deneyimi denetiminin ne oldu\u011funu ve bunu nas\u0131l yapaca\u011f\u0131n\u0131z\u0131 inceleyece\u011fiz.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri deneyimi denetimi nedir?<\/h2>\n\n<p>M\u00fc\u015fteri deneyimi denetimi, iyile\u015ftirme alanlar\u0131n\u0131 ke\u015ffetmek i\u00e7in bir \u015firketin m\u00fc\u015fterileriyle olan etkile\u015fimlerinin \u00e7ok say\u0131da unsurunun analiz edilmesini ve de\u011ferlendirilmesini i\u00e7eren bir prosed\u00fcrd\u00fcr. Denetim, pazarlama, sat\u0131\u015f, m\u00fc\u015fteri hizmetleri ve sat\u0131n alma sonras\u0131 deste\u011fi i\u00e7erebilir.<\/p>\n\n<p>Denetim genellikle \u015firket hakk\u0131ndaki ilk bilgilerden sat\u0131n alma sonras\u0131 takibe kadar <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-yolculugu-nedir-ve-ornekler-free-template\/\">m\u00fc\u015fteri yolculu\u011funun<\/a> eksiksiz bir de\u011ferlendirmesini i\u00e7erir ve m\u00fc\u015fterilerin kendilerinden gelen yorumlar\u0131 da i\u00e7erebilir. Ama\u00e7, genel deneyimin yan\u0131 s\u0131ra her bir temas noktas\u0131ndaki m\u00fc\u015fteri deneyiminin kalitesini de\u011ferlendirmektir.  <\/p>\n\n<p>Ancak, beklenen m\u00fc\u015fteri deneyimini sunmak i\u00e7in i\u015fletmelerin bu deneyimi aktif bir \u015fekilde y\u00f6netmesi gerekir. Bu, bir dizi prosed\u00fcr, y\u00f6ntem ve egzersiz gerektirir.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri deneyimi denetiminin \u00f6nemi<\/h2>\n\n<p>Bir t\u00fcketici deneyimi denetimi \u00f6nemlidir \u00e7\u00fcnk\u00fc bir \u015firketin m\u00fc\u015fteri deneyimini geli\u015ftirebilece\u011fi alanlar\u0131 ortaya \u00e7\u0131karabilir. \u0130\u015fte bir m\u00fc\u015fteri deneyimi denetiminin neden gerekli oldu\u011funun nedenlerinden baz\u0131lar\u0131:<\/p>\n\n<ul>\n<li>Geli\u015ftirilmi\u015f m\u00fc\u015fteri memnuniyeti<\/li>\n<\/ul>\n\n<p>Bir denetim ger\u00e7ekle\u015ftirerek, bir \u015firket m\u00fc\u015fteri deneyimindeki eksiklikleri ke\u015ffedebilir ve ele alabilir. Bu da daha y\u00fcksek m\u00fc\u015fteri memnuniyeti ve sadakatine yol a\u00e7abilir.<\/p>\n\n<ul>\n<li>M\u00fc\u015fteriyi elde tutma<\/li>\n<\/ul>\n\n<p>Olumlu bir m\u00fc\u015fteri deneyimi, m\u00fc\u015fteriyi elde tutma oran\u0131n\u0131n artmas\u0131n\u0131 sa\u011flayabilir. Bir denetim, bir \u015firketin m\u00fc\u015fteri deneyimini iyile\u015ftirebilece\u011fi ve m\u00fc\u015fterileri elinde tutabilece\u011fi alanlar\u0131 bulmas\u0131na yard\u0131mc\u0131 olabilir.<\/p>\n\n<ul>\n<li>Geli\u015ftirilmi\u015f m\u00fc\u015fteri i\u00e7g\u00f6r\u00fcleri<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri yolculu\u011funu anlamak, bir \u015firketin m\u00fc\u015fterisinin gereksinimlerini, tercihlerini ve al\u0131\u015fkanl\u0131klar\u0131n\u0131 daha iyi anlamas\u0131n\u0131 sa\u011flar. Bu veriler daha hedefli ve verimli pazarlama stratejileri geli\u015ftirmek i\u00e7in kullan\u0131labilir.<\/p>\n\n<p>Kendi <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-guide\/\">M\u00fc\u015fteri Yolculu\u011fu Haritan\u0131z\u0131<\/a> nas\u0131l olu\u015fturaca\u011f\u0131n\u0131z\u0131 \u00f6\u011frenmek i\u00e7in bu rehbere de g\u00f6z atabilirsiniz.<\/p>\n\n<ul>\n<li>Daha y\u00fcksek gelir ve karl\u0131l\u0131k<\/li>\n<\/ul>\n\n<p>Tatmin edici bir m\u00fc\u015fteri deneyimi denetimi daha y\u00fcksek gelir ve karl\u0131l\u0131k sa\u011flayabilir. Bir \u015firketin genel performans\u0131, bir denetim ger\u00e7ekle\u015ftirerek ve m\u00fc\u015fteri deneyimini art\u0131rarak iyile\u015ftirilebilir.<\/p>\n\n<ul>\n<li>Rekabet avantaj\u0131<\/li>\n<\/ul>\n\n<p>Bir \u015firket, \u00fcst\u00fcn bir m\u00fc\u015fteri deneyimi sa\u011flayarak sekt\u00f6r\u00fcnde rekabet avantaj\u0131 elde edebilir. Bir denetim, bir \u015firketin kendisini rakiplerinden farkl\u0131la\u015ft\u0131racak y\u00f6ntemleri belirlemesine yard\u0131mc\u0131 olabilir.<\/p>\n\n<blockquote class=\"wp-block-quote\">\n<p>CX puan\u0131n\u0131z\u0131n ne oldu\u011funu \u00f6\u011frenmek istiyorsan\u0131z, 5 dakikadan k\u0131sa s\u00fcren bir CX denetimine kat\u0131larak <a href=\"https:\/\/info.questionpro.com\/en\/customer-experience-audit\" target=\"_blank\" rel=\"noreferrer noopener\">buradan<\/a> \u00f6\u011frenebilirsiniz!<\/p>\n<\/blockquote>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri deneyimi denetimi nas\u0131l yap\u0131l\u0131r?<\/h2>\n\n<p>M\u00fc\u015fteri deneyimi denetimi, bir m\u00fc\u015fterinin bir i\u015fletmeden haberdar oldu\u011fu andan sat\u0131n alma sonras\u0131 deneyimine kadar i\u015fletmeyle olan ili\u015fkisinin t\u00fcm y\u00f6nlerinin kapsaml\u0131 bir \u015fekilde incelenmesidir. A\u015fa\u011f\u0131da bir m\u00fc\u015fteri deneyimi denetimi ger\u00e7ekle\u015ftirmenin baz\u0131 ad\u0131mlar\u0131 yer almaktad\u0131r:<\/p>\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"940\" height=\"788\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/image-10.png\" alt=\"\" class=\"wp-image-791533\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/image-10.png 940w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/image-10-300x251.png 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/image-10-768x644.png 768w\" sizes=\"(max-width: 940px) 100vw, 940px\" \/><\/figure>\n\n<p><a href=\"https:\/\/drive.google.com\/file\/d\/1qfKD_-QOvJA2i_ZrlyYaKWU04Q05Gfi0\/view?usp=share_link\"><\/a><\/p>\n\n<ul>\n<h3><\/h3><li>Kapsam\u0131 tan\u0131mlay\u0131n<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fterilerin \u015firketle etkile\u015fime ge\u00e7ti\u011fi kilit noktalar\u0131 belirleyerek denetimin kapsam\u0131n\u0131 tan\u0131mlay\u0131n. Web sitesi, sosyal medya platformlar\u0131, m\u00fc\u015fteri hizmetleri, \u00fcr\u00fcn teslimat\u0131 ve sat\u0131\u015f sonras\u0131 deste\u011fi i\u00e7erebilir.<\/p>\n\n<ul>\n<h3><\/h3><li>Veri toplay\u0131n<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri deneyimi hakk\u0131nda hem say\u0131sal hem de nitel veriler toplay\u0131n. M\u00fc\u015fterilerden gelen geri bildirimleri, web sitesi analizlerini, sosyal medya etkile\u015fim \u00f6l\u00e7\u00fcmlerini, m\u00fc\u015fteri yard\u0131m bileti verilerini ve incelemeleri i\u00e7erebilir.<\/p>\n\n<ul>\n<h3><\/h3><li>M\u00fc\u015fteri yolculu\u011funun haritas\u0131n\u0131 \u00e7\u0131kar\u0131n<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fterilerin iyi veya k\u00f6t\u00fc deneyim ya\u015fama olas\u0131l\u0131\u011f\u0131n\u0131n en y\u00fcksek oldu\u011fu yerleri g\u00f6rmek i\u00e7in m\u00fc\u015fteri yolculu\u011funun bir haritas\u0131n\u0131 olu\u015fturun. Denetiminizi m\u00fc\u015fterilerinizin en \u00e7ok \u00f6nem verdi\u011fi konulara odaklaman\u0131za yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n\n<ul>\n<h3><\/h3><li>M\u00fc\u015fteri deneyimini de\u011ferlendirin<\/li>\n<\/ul>\n\n<p>Her temas noktas\u0131ndaki m\u00fc\u015fteri deneyimini de\u011ferlendirmek i\u00e7in toplanan verileri ve m\u00fc\u015fteri yorumlar\u0131n\u0131 kullan\u0131n. \u0130\u015finizin nerede iyi gitti\u011fini ve nerede geli\u015ftirilebilece\u011fini \u00f6\u011frenin.<\/p>\n\n<ul>\n<h3><\/h3><li>Tavsiyeler geli\u015ftirin<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri deneyimi denetimini iyile\u015ftirmek i\u00e7in yap\u0131labilecek \u00f6nerilerde bulunun. Bu, web sitesi de\u011fi\u015fiklikleri yapmak, m\u00fc\u015fteri hizmetleri e\u011fitimini iyile\u015ftirmek veya sat\u0131n alma sonras\u0131 deneyimi geli\u015ftirmek anlam\u0131na gelebilir.<\/p>\n\n<ul>\n<h3><\/h3><li>De\u011fi\u015fiklikleri uygulay\u0131n<\/li>\n<\/ul>\n\n<p>\u00d6nerilen de\u011fi\u015fiklikleri yap\u0131n ve ne kadar iyi \u00e7al\u0131\u015ft\u0131klar\u0131na dikkat edin. De\u011fi\u015fikliklerin i\u015fleri nas\u0131l etkiledi\u011fini g\u00f6rmek i\u00e7in yeni veriler ve geri bildirimler toplay\u0131n ve gerekirse i\u015fleri daha iyi hale getirmek i\u00e7in daha fazla de\u011fi\u015fiklik yap\u0131n.<\/p>\n\n<p>M\u00fc\u015fteri Yolculu\u011funuzu anlaman\u0131n CX program\u0131n\u0131z\u0131 neden d\u00f6n\u00fc\u015ft\u00fcrd\u00fc\u011f\u00fc hakk\u0131nda daha fazla bilgi edinin. <\/p>\n\n<h2 class=\"wp-block-heading\">QuestionPro ile m\u00fc\u015fteri deneyimi denetimi nas\u0131l yap\u0131l\u0131r?<\/h2>\n\n<p>QuestionPro CX, m\u00fc\u015fterilerinizin m\u00fc\u015fteri geri bildirimlerini almas\u0131na ve bunlara g\u00f6re hareket etmesine yard\u0131mc\u0131 olmak i\u00e7in bir m\u00fc\u015fteri deneyimi denetimi sunar. QuestionPro CX, piyasada CX ekosisteminin \u00fc\u00e7 par\u00e7as\u0131na da sahip olan tek \u00fcr\u00fcnd\u00fcr:<\/p>\n\n<ol>\n<li>M\u00fc\u015fteri yolculu\u011fu haritalamas\u0131<\/li>\n\n\n\n<li>CX &amp; VoC \u00f6l\u00e7\u00fcm\u00fc ve canl\u0131 izleme<\/li>\n\n\n\n<li>T\u00fcm d\u00f6ng\u00fclerde geri bildirim sistemleri<\/li>\n<\/ol>\n\n<p>QuestionPro CX, stratejinizi ba\u015ftan sona olu\u015fturman\u0131za ve uygulaman\u0131za yard\u0131mc\u0131 olur. NPS, NPS+ ve CSAT gibi metriklerle anket tasar\u0131m\u0131, kapal\u0131 d\u00f6ng\u00fc geri bildirim sistemleri, tamamen \u00f6zelle\u015ftirilmi\u015f g\u00f6sterge tablolar\u0131, m\u00fc\u015fteri yolculu\u011fu haritalama yaz\u0131l\u0131m\u0131, sosyal medyada kullan\u0131c\u0131 yorumlar\u0131n\u0131 y\u00f6netmek i\u00e7in CX itibar\u0131 ve daha fazlas\u0131 gibi hizmetler sunuyorlar!<\/p>\n\n<p>QuestionPro kullanarak bir t\u00fcketici deneyimi denetimi olu\u015fturmak i\u00e7in izleyebilece\u011finiz ad\u0131mlar a\u015fa\u011f\u0131da verilmi\u015ftir:<\/p>\n\n<ul>\n<h3><\/h3><li>Bir anket olu\u015fturun<\/li>\n<\/ul>\n\n<p>Ba\u015flamak i\u00e7in QuestionPro platformunu kullanarak bir anket olu\u015fturun. Anket, m\u00fc\u015fterinin \u00fcr\u00fcn veya hizmetinizle ilgili deneyimini anlaman\u0131za yard\u0131mc\u0131 olacak sorular i\u00e7ermelidir. QuestionPro&#8217;nun \u00f6nceden olu\u015fturulmu\u015f \u015fablonlar\u0131n\u0131 kullanabilir veya kendi anketinizi s\u0131f\u0131rdan olu\u015fturabilirsiniz.<\/p>\n\n<ul>\n<h3><\/h3><li>Hedef kitlenizi belirleyin<\/li>\n<\/ul>\n\n<p>Anket yapmak istedi\u011finiz ki\u015fileri se\u00e7in. Mevcut m\u00fc\u015fterileriniz veya potansiyel m\u00fc\u015fterilerden olu\u015fan bir \u00f6rneklem olabilir. Anketi QuestionPro&#8217;nun panel arac\u0131n\u0131 kullanarak se\u00e7ilen demografik gruplara veya kendi e-posta listenize g\u00f6nderebilirsiniz.<\/p>\n\n<ul>\n<h3><\/h3><li>Anketi da\u011f\u0131t\u0131n<\/li>\n<\/ul>\n\n<p>Anketi hedef kitlenize g\u00f6ndermek i\u00e7in QuestionPro&#8217;nun e-posta da\u011f\u0131t\u0131m \u00f6zelli\u011fini kullan\u0131n. Ayr\u0131ca anketi sosyal medyada payla\u015fabilir veya web sitenize yerle\u015ftirebilirsiniz.<\/p>\n\n<ul>\n<h3><\/h3><li>Sonu\u00e7lar\u0131 analiz edin<\/li>\n<\/ul>\n\n<p>Yan\u0131tlar\u0131 toplad\u0131ktan sonra verileri anlamland\u0131rmak i\u00e7in QuestionPro&#8217;nun analiz ara\u00e7lar\u0131n\u0131 kullan\u0131n. Sonu\u00e7lar an\u0131nda g\u00f6r\u00fclebilir ve Excel veya di\u011fer formatlara aktar\u0131labilir.<\/p>\n\n<ul>\n<h3><\/h3><li>Harekete ge\u00e7in<\/li>\n<\/ul>\n\n<p>Anket sonu\u00e7lar\u0131na g\u00f6re m\u00fc\u015fteri deneyimini iyile\u015ftirmek i\u00e7in harekete ge\u00e7in. \u00dcr\u00fcn veya hizmetinizde ayarlamalar yapmak ve bu de\u011fi\u015fiklikleri m\u00fc\u015fterilerinize iletmek i\u00e7in geri bildirimleri kullan\u0131n.<\/p>\n\n<p>\u0130\u015fletmeniz i\u00e7in eksiksiz bir m\u00fc\u015fteri deneyimi denetimine mi ihtiyac\u0131n\u0131z var? QuestionPro i\u015fte bu! G\u00fc\u00e7l\u00fc anket arac\u0131m\u0131z m\u00fc\u015fteri geri bildirimlerini toplaman\u0131za, analiz etmenize ve m\u00fc\u015fteri deneyimini geli\u015ftirmenize yard\u0131mc\u0131 olabilir.  <\/p>\n\n<p>QuestionPro&#8217;nun \u00f6zelle\u015ftirilebilir anketleri ve ger\u00e7ek zamanl\u0131 analizi ile m\u00fc\u015fteri deneyimini de\u011ferlendirebilir ve i\u015finizi b\u00fcy\u00fctmek i\u00e7in veriye dayal\u0131 kararlar alabilirsiniz. QuestionPro&#8217;yu bug\u00fcn deneyin ve fark\u0131 kendiniz g\u00f6r\u00fcn!<\/p>\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button>\n<\/a>       <a href=\"https:\/\/info.questionpro.com\/en\/customer-experience-audit\" target=\"_blank\" rel=\"noreferrer noopener\">\n  <button>CX DENET\u0130M\u0130 YAPIN<\/button>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri deneyimi denetimi, m\u00fc\u015fteri deneyimi y\u00f6netimi s\u00fcrecinin \u00f6nemli bir a\u015famas\u0131d\u0131r. \u00d6n\u00fcm\u00fczdeki y\u0131llarda m\u00fc\u015fteri deneyimi, \u015firketinizin faaliyetlerinin en \u00f6nemli bile\u015feni olabilir. [&hellip;]<\/p>\n","protected":false},"author":80,"featured_media":791552,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Deneyimi Denetimi: Nedir + Nas\u0131l Yap\u0131l\u0131r?<\/title>\n<meta name=\"description\" content=\"Bir m\u00fc\u015fteri deneyimi denetimi, m\u00fc\u015fterinizin kanallar aras\u0131ndaki yolculu\u011funu haritaland\u0131r\u0131r, iyile\u015ftirme i\u00e7in y\u00fcksek \u00f6ncelikli alanlar\u0131 belirlemeye ve bo\u015fluklar\u0131 bulmaya yard\u0131mc\u0131 olur.\" \/>\n<meta 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