{"id":398717,"date":"2022-06-30T06:40:03","date_gmt":"2022-06-30T13:40:03","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=398717"},"modified":"2022-12-21T15:06:30","modified_gmt":"2022-12-21T15:06:30","slug":"nps-benchmarks","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/nps-benchmarks\/","title":{"rendered":"\u00d6nde gelen end\u00fcstriler i\u00e7in 30’dan fazla NPS kar\u015f\u0131la\u015ft\u0131rmas\u0131"},"content":{"rendered":"Reading Time: <\/span> 3<\/span> minutes read<\/span><\/span>

NPS kar\u015f\u0131la\u015ft\u0131rma \u00f6l\u00e7\u00fctleri, m\u00fc\u015fterilerin yeni i\u015fleri \u00e7ekme ve y\u00f6nlendirme ve tekrar i\u015f yapma e\u011filimlerini \u00f6l\u00e7erek, belirli bir sekt\u00f6r i\u00e7in -100 ile 100 aras\u0131nda bir \u00f6l\u00e7ekte ortalama Net Destek\u00e7i Puan\u0131d\u0131r. Markalar her zaman iyi bir skor elde etmek ve tutarl\u0131 kalmak i\u00e7in ellerinden gelenin en iyisini yapmaya \u00e7al\u0131\u015f\u0131yor. <\/span>NPS anketleri <\/span>, puanlar\u0131n\u0131z\u0131 takip etmenize yard\u0131mc\u0131 olur ve \u00fcr\u00fcnleriniz ve m\u00fc\u015fteri hizmetlerinizle ilgili genel m\u00fc\u015fteri memnuniyetinizi art\u0131rarak onlar\u0131 iyile\u015ftirmeye y\u00f6nelik \u00f6ng\u00f6r\u00fcler sa\u011flar.<\/span><\/p>\n

D\u00fcnya \u00e7ap\u0131nda lider end\u00fcstriler i\u00e7in net destek\u00e7i puan\u0131 k\u0131yaslamalar\u0131<\/span><\/h2>\n

Net destek\u00e7i k\u0131yaslamalar\u0131, rakiplerinize g\u00f6re NPS’nizi de\u011ferlendirmenin m\u00fckemmel bir yoludur. \u0130yi bir puan alman\u0131z\u0131 engelleyebilecek y\u00f6nleri belirlemeye ve ele almaya yard\u0131mc\u0131 olurlar. Herhangi bir sekt\u00f6rdeki \u00f6nemli oyuncular, k\u0131yaslama olarak kullanabilece\u011finiz puanlar kaydetmi\u015ftir. Bu puan\u0131 temeliniz olarak belirlemek i\u00e7in do\u011fru <\/span>NPS anket sorusunu kullan\u0131n.<\/span><\/a><\/p>\n

\u00d6yleyse neden sekt\u00f6rdeki Net Destek\u00e7i Skoru k\u0131yaslamalar\u0131na bakmal\u0131s\u0131n\u0131z?<\/span><\/p>\n

Yaz\u0131l\u0131m sekt\u00f6r\u00fcnde oldu\u011funuzu ve NPS’nizin 40 oldu\u011funu d\u00fc\u015f\u00fcn\u00fcn. Sekt\u00f6r ortalamas\u0131 30+ oldu\u011fu i\u00e7in bu puan iyi. Bu sekt\u00f6rdeki liderler, yani Adobe veya Salesforce, s\u0131ras\u0131yla 62+ ve 66+’d\u0131r. Bu puan, e\u011frinin \u00fczerine \u00e7\u0131kmak i\u00e7in atman\u0131z gereken giri\u015fimlerin ve \u00e7abalar\u0131n say\u0131s\u0131na ili\u015fkin bir perspektif sunar.<\/span><\/p>\n

2021’de sekt\u00f6re g\u00f6re 30’dan fazla ortalama NPS kar\u015f\u0131la\u015ft\u0131rmas\u0131:<\/span><\/h3>\n

En iyi markalar <\/span>, end\u00fcstri standartlar\u0131na g\u00f6re k\u0131yaslama yaparak ve \u00e7\u0131tay\u0131 y\u00fckselterek m\u00fc\u015fteri deneyimini geli\u015ftirerek <\/span>iyi bir net destek\u00e7i puan\u0131 (NPS) elde eder. <\/span><\/a>Yak\u0131n zamanda yap\u0131lan bir Retently ara\u015ft\u0131rmas\u0131na g\u00f6re, markan\u0131z\u0131 k\u0131yaslamak i\u00e7in 30’dan fazla sekt\u00f6r ve bunlar\u0131n ortalama NPS puanlar\u0131 a\u015fa\u011f\u0131da listelenmi\u015ftir:<\/span><\/p>\n

\"NPS<\/p>\n

    \n
  1. Dijital Pazarlama Ajanslar\u0131: 57<\/span><\/li>\n
  2. Tablet\/Bilgisayar: 43<\/span><\/li>\n
  3. Dan\u0131\u015fmanl\u0131k: 62<\/span><\/li>\n
  4. Arac\u0131 Kurum\/Yat\u0131r\u0131m Firmalar\u0131: 52<\/span><\/li>\n
  5. E-ticaret: 45<\/span><\/li>\n
  6. \u00c7evrimi\u00e7i Al\u0131\u015fveri\u015f: 40<\/span><\/li>\n
  7. \u0130n\u015faat: 52<\/span><\/li>\n
  8. Ana Sayfa\/\u0130\u00e7indekiler Sigorta: 34<\/span><\/li>\n
  9. S\u00fcpermarketler: 36<\/span><\/li>\n
  10. \u00c7evrimi\u00e7i E\u011flence: 42<\/span><\/li>\n
  11. Kasko: 41<\/span><\/li>\n
  12. Havayolu \u015eirketleri: 51<\/span><\/li>\n
  13. Kredi Kartlar\u0131: 43<\/span><\/li>\n
  14. Oteller: 49<\/span><\/li>\n
  15. Nakliye Hizmetleri: 27<\/span><\/li>\n
  16. Bankac\u0131l\u0131k: 34<\/span><\/li>\n
  17. Ak\u0131ll\u0131 telefonlar: 43<\/span><\/li>\n
  18. Finansal Hizmetler: 56<\/span><\/li>\n
  19. Cep Telefonu Hizmeti: 34<\/span><\/li>\n
  20. Lojistik\/Nakliye: 3<\/span><\/li>\n
  21. Yaz\u0131l\u0131m ve Uygulamalar: 30<\/span><\/li>\n
  22. Eczaneler: 32<\/span><\/li>\n
  23. Seyahatle \u0130lgili Web Siteleri: 30<\/span><\/li>\n
  24. Sa\u011fl\u0131k Sigortas\u0131: 27<\/span><\/li>\n
  25. Uydu\/Kablo TV Hizmetleri: -2<\/span><\/li>\n
  26. Sa\u011fl\u0131k Hizmeti Sa\u011flay\u0131c\u0131lar\u0131: 38<\/span><\/li>\n
  27. \u0130nternet Servis Sa\u011flay\u0131c\u0131lar: -3<\/span><\/li>\n
  28. Bulut ve Bar\u0131nd\u0131rma: 45<\/span><\/li>\n
  29. Teknoloji ve Hizmetler: 39<\/span><\/li>\n
  30. Perakende: 44<\/span><\/li>\n
  31. \u0130nternet yaz\u0131l\u0131m\u0131 ve Hizmetleri: 39<\/span><\/li>\n
  32. \u0130leti\u015fim ve Medya: 24<\/span><\/li>\n
  33. Hayat Sigortas\u0131: 35<\/span><\/li>\n
  34. Ara\u00e7 Payla\u015f\u0131m\u0131 ve Yemek Teslimat\u0131: 46<\/span><\/li>\n
  35. Departman\/\u00d6zel Ma\u011fazalar: 56<\/span><\/li>\n<\/ol>\n

    Sekt\u00f6r\u00fcn\u00fcz i\u00e7in bir Net Promoter Score kriteriniz yoksa ne olur?<\/span><\/h3>\n

    Sekt\u00f6r\u00fcn\u00fcz i\u00e7in bir k\u0131yaslama yoksa, kendinizle k\u0131yaslamal\u0131s\u0131n\u0131z. NPS’nin yaln\u0131zca bir puan olmad\u0131\u011f\u0131n\u0131, \u00fcr\u00fcnlerinizde, hizmetlerinizde ve <\/span>m\u00fc\u015fteri deneyiminizde (CX)<\/span><\/a> \u00f6nemli \u00f6l\u00e7\u00fcde iyile\u015ftirme sa\u011flayan bir sistem oldu\u011funu hat\u0131rlamakta fayda var . Bu sistem, memnun olmayan veya mutsuz m\u00fc\u015fterilerle olan d\u00f6ng\u00fcy\u00fc ortaya \u00e7\u0131karman\u0131za ve kapatman\u0131za ve onlar\u0131n ger\u00e7ek zamanl\u0131 sorunlar\u0131n\u0131 \u00e7\u00f6zmenize yard\u0131mc\u0131 olur.<\/span><\/p>\n

    \u0130\u015finizi ve <\/span>m\u00fc\u015fteri deneyimi y\u00f6netiminizi s\u00fcrekli olarak geli\u015ftirmek i\u00e7in NPS’yi yol g\u00f6sterici y\u0131ld\u0131z\u0131n\u0131z olarak d\u00fc\u015f\u00fcn\u00fcn <\/span>. Daima m\u00fc\u015fteri geri bildirimlerini ve alabilece\u011finiz belirli yorumlar\u0131 g\u00f6zden ge\u00e7irin. Bunlar, ald\u0131\u011f\u0131n\u0131z puan ve bu puan\u0131 iyile\u015ftirebilecek de\u011fi\u015fiklikler veya iyile\u015ftirmeler hakk\u0131nda size fikir verecektir. Bizimki gibi geli\u015fmi\u015f anket yaz\u0131l\u0131m\u0131, kolay NPS hesaplamas\u0131 ve \u00f6l\u00e7\u00fcm\u00fc ile size yard\u0131mc\u0131 olur.<\/span><\/p>\n

    Net Destek\u00e7i Puan\u0131 (NPS) anket \u015fablonu<\/span><\/a><\/p>\n

    Sekt\u00f6r\u00fcn\u00fcz i\u00e7in NPS kar\u015f\u0131la\u015ft\u0131rmas\u0131n\u0131 nas\u0131l iyile\u015ftirebilir ve a\u015fabilirsiniz?<\/span><\/h3>\n

    Uzun vadede \u00f6l\u00e7\u00fclen NPS verilerine dayanan performans, m\u00fc\u015fteri ba\u015far\u0131s\u0131 ve m\u00fc\u015fteri memnuniyetinin anahtar\u0131d\u0131r. Bu nedenle, gelir, yeni \u00fcr\u00fcn geli\u015ftirmeleri, m\u00fc\u015fteri kazan\u0131m\u0131, m\u00fc\u015fteri kayb\u0131 vb. gibi t\u00fcm i\u00e7 ileti\u015fiminizin bir par\u00e7as\u0131 olmal\u0131d\u0131r. Sonraki ad\u0131mlar ve en iyi sonu\u00e7lar i\u00e7in t\u00fcm departmanlar\u0131n\u0131z\u0131n ve fonksiyonlar\u0131n\u0131z\u0131n g\u00fcncellenmesi en iyisi olacakt\u0131r. <\/span>Ortalama Net Destek\u00e7i Puan\u0131n\u0131z<\/span><\/a> , bir departman\u0131n \u00e7abalar\u0131yla veya silolar halinde \u00e7al\u0131\u015fan s\u00fcrecinizle artmaz . <\/span>Peki NPS’nizi nas\u0131l rapor eder ve g\u00fc\u00e7lendirirsiniz? Sizin i\u00e7in baz\u0131 kritik ad\u0131mlar\u0131 \u00f6zetledik.<\/span><\/p>\n

    1. NPS’nizi zamanla iyile\u015ftirin<\/span><\/h4>\n

    Mutlak bir NPS puan\u0131na sahip olamazs\u0131n\u0131z. Bir s\u00fcre sonra iyile\u015ftirilmesi gerekiyor. Markan\u0131z i\u00e7in trendleri inceleyin ve \u00fcr\u00fcnlerinizi, hizmetlerinizi veya i\u015f geli\u015ftirme planlar\u0131n\u0131z\u0131 buna g\u00f6re hassasla\u015ft\u0131r\u0131n. <\/span>QuestionPro CX <\/span>y\u00f6neticileri, NPS+ ile m\u00fc\u015fteri geri bildirimlerinden daha kapsaml\u0131 bilgiler toplayabilir. Bununla, 0-10 aras\u0131nda bir \u00f6l\u00e7ekte m\u00fc\u015fteri puanlar\u0131 istedikten sonra ekstra mil harcars\u0131n\u0131z. M\u00fc\u015fterileriniz sizi derecelendirdi\u011fi anda, derecelendirmelerinin arkas\u0131ndaki neden olan derecelendirmelerini desteklemeye ba\u015flarlar. Temel nedeni se\u00e7tikten sonra, m\u00fc\u015fteriler ek yorumlar\u0131 girmek i\u00e7in a\u00e7\u0131k u\u00e7lu bir soruya y\u00f6nlendirilir. Ayr\u0131ca sisteme yarat\u0131c\u0131l\u0131k getiren di\u011fer m\u00fc\u015fterilerin yorumlar\u0131na oy verme se\u00e7ene\u011fine de sahipler.<\/span><\/p>\n

    2. Hedefleri belirleyin ve y\u00f6netin<\/span><\/h4>\n

    NPS’nizi geli\u015ftirmek i\u00e7in ger\u00e7ek\u00e7i hedefler belirleyin ve bunlara ula\u015fmak i\u00e7in \u00e7al\u0131\u015f\u0131n. Plan\u0131n\u0131z m\u00fc\u015fteri kayb\u0131n\u0131 azalt\u0131yorsa ve ekiplerinize kay\u0131p ve elde tutma bilgilerini sunuyorsa, bu veriler hakk\u0131nda dahili toplant\u0131lar\u0131n\u0131zda rapor verin.<\/span><\/p>\n

    3. M\u00fc\u015fterilerinizin ne dedi\u011fini g\u00f6r\u00fcn<\/span><\/h4>\n

    Derinlemesine fikirler i\u00e7in m\u00fc\u015fteri geri bildirimlerinizi ve endi\u015feleri ve \u015fikayetleri hakk\u0131ndaki yorumlar\u0131 g\u00f6zden ge\u00e7irmeniz yard\u0131mc\u0131 olacakt\u0131r. M\u00fc\u015fterilerinizin kar\u015f\u0131 kar\u015f\u0131ya oldu\u011fu sorunlar\u0131 veya sorunlar\u0131 g\u00f6rmek i\u00e7in bu fikri kullan\u0131n. Bu de\u011ferlendirme, \u00f6nceliklerinizi y\u00fcksek ve d\u00fc\u015f\u00fck olarak s\u0131ralaman\u0131za da yard\u0131mc\u0131 olacakt\u0131r. Yak\u0131c\u0131 ve g\u00fcncel sorunlar\u0131 \u00e7\u00f6zerek markan\u0131z i\u00e7in m\u00fc\u015fteri be\u011fenisi y\u00fcksek olacakt\u0131r.<\/span><\/p>\n

    4. Verilerinizi b\u00f6l\u00fcmlere ay\u0131r\u0131n<\/span><\/h4>\n

    Sahip oldu\u011funuz verileri b\u00f6l\u00fcmlere ay\u0131rman\u0131z gerekir. T\u00fcm m\u00fc\u015fteri verilerinizi tek bir b\u00f6l\u00fcmde bir araya getiremezsiniz. M\u00fc\u015fterileriniz ayn\u0131 zevklere, ihtiya\u00e7lara, gereksinimlere veya sorunlara sahip de\u011fil. Bunlar\u0131 co\u011frafyalar\u0131na, sat\u0131n al\u0131mlar\u0131na, lisanslar\u0131na vb. g\u00f6re b\u00f6l\u00fcmlere ay\u0131r\u0131n, b\u00f6ylece endi\u015felerini giderebilir veya onlara uygun \u015fekilde pazarlayabilirsiniz. T\u00fcm m\u00fc\u015fterilerinize ortak bir mektup g\u00f6nderir misiniz ve bu herkes i\u00e7in ilgi \u00e7ekici olacak m\u0131? M\u00fc\u015fteri karakterlerini tan\u0131mlay\u0131n ve verilerinizi buna g\u00f6re b\u00f6l\u00fcmlere ay\u0131r\u0131n.<\/span><\/p>\n

    Uygun \u015fekilde b\u00f6l\u00fcmlere ayr\u0131lm\u0131\u015f veriler, markan\u0131z\u0131n en iyi tan\u0131t\u0131m\u0131n\u0131 yapanlar\u0131n belirlenmesine yard\u0131mc\u0131 olur. Bu destek\u00e7ileri birlikte yeni \u00fcr\u00fcn ve hizmetler olu\u015fturmaya dahil edebilirsiniz. Her y\u0131l sekt\u00f6rdeki NPS kriterlerine g\u00f6re de\u011ferlendirme, kurulu\u015flar\u0131n rakiplerinden bir ad\u0131m \u00f6nde olmalar\u0131na yard\u0131mc\u0131 olur.<\/span><\/p>\n

    NPS+<\/span><\/a> kullanarak NPS puan\u0131n\u0131z\u0131n arkas\u0131ndaki temel nedeni daha da inceleyebilirsiniz . M\u00fc\u015fterinin geri bildiriminin arkas\u0131ndaki nedenleri \u00f6\u011frenmenize ve bununla ilgili daha derin bilgiler edinmenize yard\u0131mc\u0131 olur. NPS+’\u0131 kullanarak m\u00fc\u015fteri hizmetlerini ve dolay\u0131s\u0131yla memnuniyeti iyile\u015ftirmenin yollar\u0131n\u0131 belirleyebilirsiniz.<\/span><\/p>\n

    QuestionPro, mevcut en geli\u015fmi\u015f m\u00fc\u015fteri deneyimi ara\u00e7lar\u0131ndan baz\u0131lar\u0131n\u0131 sunar. <\/strong><\/span> Bug\u00fcn <\/span>QuestionPro CX yaz\u0131l\u0131m\u0131n\u0131<\/span><\/a> kullanarak m\u00fc\u015fterilerinizin d\u00fc\u015f\u00fcnceleri ve duygular\u0131 hakk\u0131nda de\u011ferli bilgiler edinin  .<\/span><\/p>\n

     <\/p>\n","protected":false},"excerpt":{"rendered":"

    Reading Time: <\/span> 3<\/span> minutes read<\/span><\/span> NPS kar\u015f\u0131la\u015ft\u0131rma \u00f6l\u00e7\u00fctleri, m\u00fc\u015fterilerin yeni i\u015fleri \u00e7ekme ve y\u00f6nlendirme ve tekrar i\u015f yapma e\u011filimlerini \u00f6l\u00e7erek, belirli bir sekt\u00f6r i\u00e7in -100 […]<\/p>\n","protected":false},"author":39,"featured_media":350854,"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":[239],"tags":[],"yoast_head":"\n\u00d6nde gelen end\u00fcstriler i\u00e7in 30'dan fazla NPS kar\u015f\u0131la\u015ft\u0131rmas\u0131 | QuestionPro<\/title>\n<meta name=\"description\" content=\"NPS kar\u015f\u0131la\u015ft\u0131rma \u00f6l\u00e7\u00fctleri, 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