{"id":789805,"date":"2023-03-06T11:00:00","date_gmt":"2023-03-06T11:00:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/kullanici-geri-bildirimi-nedir-onemi-metrikler-ve-nasil-toplanir\/"},"modified":"2023-05-05T17:53:20","modified_gmt":"2023-05-05T17:53:20","slug":"kullanici-geri-bildirimi-nedir-onemi-metrikler-ve-nasil-toplanir","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/kullanici-geri-bildirimi-nedir-onemi-metrikler-ve-nasil-toplanir\/","title":{"rendered":"Kullan\u0131c\u0131 Geri Bildirimi: Nedir, \u00d6nemi, Metrikler ve Nas\u0131l Toplan\u0131r"},"content":{"rendered":"\n<p>M\u00fc\u015fteriler bazen kullan\u0131c\u0131 deneyimlerinden memnun olmad\u0131klar\u0131nda bunu dile getirirler. Geri bildirimin \u00f6l\u00e7\u00fclmesi de zor olabilir. M\u00fc\u015fteri geri bildirimlerinden en iyi \u015fekilde yararlanmak i\u00e7in, m\u00fc\u015fterilerinizin s\u00f6ylediklerini derinlemesine incelemeniz ve m\u00fc\u015fteri ihtiya\u00e7lar\u0131yla nas\u0131l ileti\u015fim halinde kalaca\u011f\u0131n\u0131za dair bir plan\u0131n\u0131z olmas\u0131 gerekir.<\/p>\n\n<p>Geri bildirim, kullan\u0131c\u0131 deneyiminin anla\u015f\u0131lmas\u0131 ve iyile\u015ftirilmesi i\u00e7in temel olu\u015fturur. \u0130yi bir kullan\u0131c\u0131 deneyimi, m\u00fc\u015fterilerle olan ili\u015fkinizi, bir \u015firket olarak uzun vadede ya\u015fayabilirli\u011finizi ve k\u00e2rl\u0131l\u0131\u011f\u0131n\u0131z\u0131 etkileyebilir.<\/p>\n\n<p>\u0130ster yeni bir \u00fcr\u00fcn \u00fcretiyor olun ister y\u0131llard\u0131r ayn\u0131 \u00fcr\u00fcn\u00fc sat\u0131yor olun, kullan\u0131c\u0131 geri bildirimine ihtiyac\u0131n\u0131z vard\u0131r. Bu blogda kullan\u0131c\u0131 geri bildiriminin ne oldu\u011fu, neden \u00f6nemli oldu\u011fu ve \u015firketinizin yarar\u0131 i\u00e7in nas\u0131l toplanaca\u011f\u0131 a\u00e7\u0131klanmaktad\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\">\u0130\u00e7erik Dizini<\/h2>\n\n<ol class=\"wp-block-list\">\n<li>Kullan\u0131c\u0131 geri bildirimi nedir?<\/li>\n\n\n\n<li>Kullan\u0131c\u0131 geri bildiriminin \u00f6nemi<\/li>\n\n\n\n<li>Kullan\u0131c\u0131 Geri Bildiriminin \u00d6nemli Metrikleri<\/li>\n\n\n\n<li>Kullan\u0131c\u0131 geri bildirimi nas\u0131l toplan\u0131r?<\/li>\n\n\n\n<li>QuestionPro Cx kullan\u0131c\u0131 geri bildirimlerine nas\u0131l yard\u0131mc\u0131 olabilir?<\/li>\n\n\n\n<li>Sonu\u00e7<\/li>\n<\/ol>\n\n<h2 class=\"wp-block-heading\">Kullan\u0131c\u0131 geri bildirimi nedir?<\/h2>\n\n<p>Kullan\u0131c\u0131 geri bildirimi, \u00fcr\u00fcn veya hizmetinizle ilgili deneyimleri hakk\u0131nda kullan\u0131c\u0131lardan veya m\u00fc\u015fterilerden toplanan her t\u00fcrl\u00fc veriyi tan\u0131mlar.  <\/p>\n\n<p>Kullan\u0131c\u0131 geri bildirimi ald\u0131\u011f\u0131n\u0131zda, bu ya  <\/p>\n\n<ul class=\"wp-block-list\">\n<li>Proaktif olarak<em>insanlardan bunu isteyin<\/em><\/li>\n<\/ul>\n\n<p>veya <\/p>\n\n<ul class=\"wp-block-list\">\n<li>Tepkisel &#8211;<em>g\u00f6n\u00fcll\u00fc olarak kendilerinden gelir<\/em>.<\/li>\n<\/ul>\n\n<p>Geri bildirim \u00e7e\u015fitli yollardan ve \u00e7e\u015fitli formatlarda gelebilir. Geri bildirim t\u00fcrleri aras\u0131nda sorun raporlar\u0131, destek talepleri ve \u00fcr\u00fcn\u00fcn\u00fcz\u00fc geli\u015ftirmeye y\u00f6nelik \u00f6neriler yer al\u0131r.<\/p>\n\n<p>Kanallar aras\u0131nda canl\u0131 sohbet, \u00fcr\u00fcn i\u00e7i anketler, e-posta ve telefon bulunmaktad\u0131r. \u00c7e\u015fitli ekipler, kullan\u0131c\u0131 veya m\u00fc\u015fteri deneyimini geli\u015ftirmek i\u00e7in toplanan geri bildirimleri kullan\u0131r.<\/p>\n\n<p><em>Not: Bir\u00e7ok i\u015fletme kullan\u0131c\u0131 geri bildirimlerini toplasa da m\u00fc\u015fterilerinizi d\u00fcr\u00fcst\u00e7e anlamak ve onlara ger\u00e7ekten de\u011fer sunmak istiyorsan\u0131z bu s\u00fcre\u00e7te \u00e7ok daha fazlas\u0131 var.<\/em><\/p>\n\n<p>\u00c7ok y\u00f6nl\u00fc bir kullan\u0131c\u0131 geri bildirim program\u0131 \u00fc\u00e7 farkl\u0131 a\u015famay\u0131 i\u00e7ermelidir:  <\/p>\n\n<ol class=\"wp-block-list\">\n<li>Koleksiyon yap\u0131yorum,  <\/li>\n\n\n\n<li>Analitik ve  <\/li>\n\n\n\n<li>D\u00f6ng\u00fcy\u00fc kapatmak.  <\/li>\n<\/ol>\n\n<p>Bu son iki ad\u0131m, kullan\u0131c\u0131 geri bildirimi i\u00e7g\u00f6r\u00fcleri \u00e7emberini tamamlayarak kurulu\u015flar\u0131n hedeflerine ula\u015fmalar\u0131n\u0131 sa\u011flar.<\/p>\n\n<h2 class=\"wp-block-heading\">Kullan\u0131c\u0131 geri bildiriminin \u00f6nemi<\/h2>\n\n<p>Kullan\u0131c\u0131 geri bildirimi, i\u015fletmelerin ve kurulu\u015flar\u0131n m\u00fc\u015fterilerin \u00fcr\u00fcn ve hizmetleri hakk\u0131ndaki duygular\u0131n\u0131 de\u011ferlendirmelerini sa\u011flad\u0131\u011f\u0131 i\u00e7in \u00f6nemlidir.<\/p>\n\n<p>\u0130nsanlar\u0131n en \u00e7ok hangi i\u015flevlere ve \u00f6zelliklere de\u011fer verdi\u011fi konusunda fikir verebilir ve geli\u015ftirilmesi gereken alanlara i\u015faret edebilir. Bu bilgi kullan\u0131larak gelecekteki geli\u015fim hakk\u0131nda bilin\u00e7li kararlar al\u0131nabilir ve b\u00f6ylece mal ve hizmetlerin m\u00fc\u015fterilerin ihtiya\u00e7 ve beklentilerini kar\u015f\u0131lamas\u0131 garanti alt\u0131na al\u0131nabilir.<\/p>\n\n<p>Kullan\u0131c\u0131 geri bildirimleri de <a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">m\u00fc\u015fteri memnuniyetini<\/a> art\u0131rabilir ve sad\u0131k bir kullan\u0131c\u0131 taban\u0131 olu\u015fturabilir.<\/p>\n\n<p>Kullan\u0131c\u0131lardan geri bildirim istemeden \u00f6nce a\u015fa\u011f\u0131daki hususlar\u0131n a\u00e7\u0131k oldu\u011fundan emin olun:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Belirtti\u011finiz hedef. Tam olarak ne bilmek istiyorsunuz? Bir \u015feyin nas\u0131l g\u00f6r\u00fcnd\u00fc\u011f\u00fc, ne kadar iyi \u00e7al\u0131\u015ft\u0131\u011f\u0131, kullan\u0131c\u0131n\u0131n ne kadar dahil oldu\u011fu, pazar\u0131n ne istedi\u011fi, kullan\u0131c\u0131lar\u0131n ne istedi\u011fi vb. olabilir.<\/li>\n\n\n\n<li>Aletleriniz. Ard\u0131ndan, m\u00fc\u015fterilerinize ula\u015fmak ve ne d\u00fc\u015f\u00fcnd\u00fcklerini \u00f6\u011frenmek i\u00e7in kullanabilece\u011finiz ara\u00e7lar\u0131 listeleyin.<\/li>\n\n\n\n<li>\u0130statistikleriniz. Son ad\u0131m olarak, hedefinize ula\u015ft\u0131\u011f\u0131n\u0131z\u0131 nas\u0131l anlayaca\u011f\u0131n\u0131z\u0131 belirleyin.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">Kullan\u0131c\u0131 Geri Bildiriminin \u00d6nemli Metrikleri<\/h2>\n\n<p>Telefon g\u00f6r\u00fc\u015fmeleri, e-postalar, internet, \u00fcr\u00fcn i\u00e7i vb. yollarla gelen m\u00fc\u015fteri geri bildirimleri s\u00f6z konusu oldu\u011funda, bunlar\u0131n ne anlama geldi\u011fini ve nas\u0131l faydal\u0131 verilere d\u00f6n\u00fc\u015ft\u00fcr\u00fclece\u011fini anlamak \u00f6nemlidir.<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Daha olumlu mu yoksa olumsuz geri bildirim mi al\u0131yorsunuz?<\/li>\n\n\n\n<li>M\u00fc\u015fterilerin \u00fcr\u00fcn\u00fcn\u00fcz\u00fc kullanmas\u0131 kolay m\u0131?<\/li>\n\n\n\n<li>Size bir arkada\u015f \u00f6nerirler mi?<\/li>\n<\/ul>\n\n<p>\u0130\u015fletmenizin nas\u0131l performans g\u00f6sterdi\u011fini anlamak i\u00e7in bu sorular\u0131n her birine yan\u0131t vermek gerekir. \u00d6nemli ticari sorular\u0131n \u00e7\u00f6z\u00fcmlerini ke\u015ffetmek i\u00e7in kullanabilece\u011finiz birka\u00e7 \u00f6l\u00e7\u00fctle ba\u015flayal\u0131m.<\/p>\n\n<p>Bu metriklerden baz\u0131lar\u0131 \u015funlard\u0131r:<\/p>\n\n<ol class=\"wp-block-list\">\n<li><strong>Net Tavsiye Skoru (NPS):<\/strong> Bu metrik, bir m\u00fc\u015fterinin ne kadar sad\u0131k oldu\u011funu \u00f6l\u00e7er ve bir m\u00fc\u015fterinin bir \u00fcr\u00fcn veya hizmetten ba\u015fkalar\u0131na bahsetme olas\u0131l\u0131\u011f\u0131n\u0131 belirlemek i\u00e7in kullan\u0131labilir.<\/li>\n\n\n\n<li><strong>M\u00fc\u015fteri Memnuniyeti (CSAT):<\/strong> Bu metrik, m\u00fc\u015fterilerin bir \u00fcr\u00fcn veya hizmetten ne kadar mutlu olduklar\u0131n\u0131 g\u00f6sterir.<\/li>\n\n\n\n<li><strong>M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES):<\/strong> Bu metrik, bir m\u00fc\u015fterinin bir \u00fcr\u00fcn veya hizmetle ilgili yard\u0131m almak veya bir sorunu \u00e7\u00f6zmek i\u00e7in ne kadar i\u015f yapmas\u0131 gerekti\u011fini \u00f6l\u00e7er.<\/li>\n\n\n\n<li><strong>\u0130lk Temas \u00c7\u00f6z\u00fcm\u00fc (FCR):<\/strong> Bu metrik, ilk temasta ka\u00e7 m\u00fc\u015fteri sorusunun yan\u0131tland\u0131\u011f\u0131n\u0131 \u00f6l\u00e7er.<\/li>\n\n\n\n<li><strong>Churn Oran\u0131:<\/strong> Bu metrik, m\u00fc\u015fterilerin bir \u00fcr\u00fcn veya hizmeti kullanmay\u0131 ne s\u0131kl\u0131kla b\u0131rakt\u0131\u011f\u0131n\u0131 \u00f6l\u00e7er.<\/li>\n\n\n\n<li>Kullan\u0131c\u0131 Ba\u011fl\u0131l\u0131\u011f\u0131: Bu metrik, insanlar\u0131n \u00fcr\u00fcn\u00fcn\u00fcz\u00fc veya hizmetinizi ne kadar s\u00fcreyle veya ne s\u0131kl\u0131kla kulland\u0131\u011f\u0131na bakar.<\/li>\n\n\n\n<li><strong>Elde tutma oran\u0131:<\/strong> Bu metrik, ilk sat\u0131n alma veya ziyaretlerinden sonra ka\u00e7 kullan\u0131c\u0131n\u0131n \u00fcr\u00fcn\u00fcn\u00fcze veya hizmetinize geri d\u00f6nd\u00fc\u011f\u00fcn\u00fc g\u00f6sterir.<\/li>\n<\/ol>\n\n<p>Bu \u00f6l\u00e7\u00fcmler, i\u015fletmelerin m\u00fc\u015fterilerin \u00fcr\u00fcn ve hizmetleri hakk\u0131nda nas\u0131l hissettiklerini \u00f6\u011frenmelerine, iyile\u015ftirilmesi gereken noktalar\u0131 bulmalar\u0131na ve m\u00fc\u015fteri deneyimini iyile\u015ftirmek i\u00e7in verilere dayal\u0131 kararlar almalar\u0131na yard\u0131mc\u0131 olabilir.<\/p>\n\n<h2 class=\"wp-block-heading\">Kullan\u0131c\u0131 geri bildirimi nas\u0131l toplan\u0131r?<\/h2>\n\n<p>Bir \u00fcr\u00fcn\u00fcn ya\u015fam d\u00f6ng\u00fcs\u00fcn\u00fcn ilk a\u015famalar\u0131nda, genellikle kurtulamayaca\u011f\u0131n\u0131z bir grup kilit potansiyel kullan\u0131c\u0131yla \u00e7al\u0131\u015f\u0131rs\u0131n\u0131z.<\/p>\n\n<p>Size bir\u00e7ok g\u00f6revde yard\u0131mc\u0131 olmay\u0131 kabul eden, \u00f6zenle se\u00e7ilmi\u015f bir grup insand\u0131r. \u0130yile\u015fmeye devam etme a\u015famas\u0131nda a\u011f\u0131n\u0131z\u0131 geni\u015fletiyorsunuz. \u00dcr\u00fcn\u00fcn\u00fcz\u00fc kullanan daha fazla insan var ve \u00fcr\u00fcn geli\u015ftirme i\u00e7in kontroll\u00fc alan\u0131n\u0131z yerine &#8220;vah\u015fi do\u011fada&#8221; kullan\u0131yorlar.<\/p>\n\n<p>Kullan\u0131c\u0131n\u0131n d\u00fc\u015f\u00fcncelerini belirlemenin en iyi yolu nedir?<\/p>\n\n<ul class=\"wp-block-list\">\n<h3><\/h3><li>M\u00fclakatlar, anketler ve kullan\u0131c\u0131 anketleri kullanarak<\/li>\n<\/ul>\n\n<p>Kullan\u0131c\u0131 geri bildirimlerini toplamak i\u00e7in \u00e7e\u015fitli y\u00f6ntemler vard\u0131r. Do\u011frudan, karma\u015f\u0131k olmayan bir soru, yan\u0131t almak i\u00e7in en iyi y\u00f6ntemdir. M\u00fclakatlar, anketler ve anketler m\u00fc\u015fteri geri bildirimi almak i\u00e7in pop\u00fcler y\u00f6ntemlerdir. Ancak bu \u00fc\u00e7 se\u00e7enek konusunda dikkatli olmal\u0131s\u0131n\u0131z.<\/p>\n\n<ul class=\"wp-block-list\">\n<li>M\u00fclakatlar, fikir do\u011frulama a\u015famas\u0131nda faydal\u0131d\u0131r. M\u00fclakat sorular\u0131na verilecek yan\u0131tlar\u0131 tahmin etmek zor oldu\u011fundan, \u00f6\u011frendiklerinizi a\u015fa\u011f\u0131daki geli\u015fim a\u015famalar\u0131nda uygulayabilirsiniz.<\/li>\n\n\n\n<li>Anketler, kullan\u0131c\u0131lar\u0131n\u0131za g\u00f6sterecek bir \u015feyiniz oldu\u011funda ancak hala hangi se\u00e7eneklerin en iyi performans\u0131 g\u00f6sterece\u011fini belirledi\u011finizde faydal\u0131d\u0131r.  <\/li>\n<\/ul>\n\n<p><em>\u00d6rne\u011fin anketler, Kavram Kan\u0131t\u0131 ve prototip testi a\u015famalar\u0131nda kullan\u0131labilir.<\/em><\/p>\n\n<ul class=\"wp-block-list\">\n<li>Anketler daha sonra MVP testi i\u00e7in kullan\u0131labilir. R\u00f6portajlar size beklenmedik bak\u0131\u015f a\u00e7\u0131lar\u0131 sa\u011flayabilir.<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fterilerinizi ve onlar\u0131n bak\u0131\u015f a\u00e7\u0131lar\u0131n\u0131 tan\u0131mak i\u00e7in, bu taktikleri kullanarak kullan\u0131c\u0131 geri bildirimi toplama s\u00fcrecini kolayla\u015ft\u0131rmak \u00fczere QuestionPro gibi bir programdan yararlanabilirsiniz.<\/p>\n\n<ul class=\"wp-block-list\">\n<h3><\/h3><li>Kullan\u0131c\u0131 Forumlar\u0131<\/li>\n<\/ul>\n\n<p>Kullan\u0131c\u0131 forumlar\u0131, m\u00fc\u015fteri deneyimleri hakk\u0131nda iyi bir bilgi kayna\u011f\u0131 olabilir. S\u0131k s\u0131k hikayelerini payla\u015f\u0131yor ve bu a\u011flar\u0131n belirli y\u00f6nlerini kullanarak yard\u0131m istiyorlar. Uygulaman\u0131z\u0131n kullan\u0131c\u0131lar i\u00e7in nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 ve kar\u015f\u0131la\u015fabilecekleri olas\u0131 sorunlar\u0131 \u00f6\u011frenmek i\u00e7in bunlar\u0131 kullan\u0131n.<\/p>\n\n<p>Kapsaml\u0131 bir imaj olu\u015fturmak ve yeni m\u00fc\u015fteriler \u00e7ekmek i\u00e7in di\u011fer sosyal medya platformlar\u0131n\u0131n g\u00fcc\u00fcnden yararlan\u0131n. \u00c7o\u011fu tan\u0131nm\u0131\u015f uygulaman\u0131n ilgin\u00e7 bilgiler yay\u0131nlayan, kullan\u0131c\u0131lar\u0131 derecelendirme ve referans b\u0131rakmaya te\u015fvik eden, sorular soran ve kullan\u0131m durumlar\u0131n\u0131 tart\u0131\u015fan sosyal medya hesaplar\u0131 vard\u0131r.<\/p>\n\n<ul class=\"wp-block-list\">\n<h3><\/h3><li>Odak Gruplar\u0131<\/li>\n<\/ul>\n\n<p>Odak grup anketi, fikrinizi, Kavram Kan\u0131t\u0131n\u0131z\u0131, prototipinizi ve MVP&#8217;nizi test etmek i\u00e7in kullan\u0131labilecek g\u00fc\u00e7l\u00fc bir y\u00f6ntemdir.<\/p>\n\n<p>Bu y\u00f6ntemin iyi yan\u0131, ger\u00e7ek kullan\u0131c\u0131larla konu\u015fabilmeniz ve ilk elden ne d\u00fc\u015f\u00fcnd\u00fcklerini \u00f6\u011frenebilmenizdir. Ayr\u0131ca, kullan\u0131c\u0131lar\u0131n\u0131za hangi fikirleri en \u00e7ok be\u011fendiklerini sorabilece\u011finiz ve bu bilgileri geli\u015ftirmenin bir sonraki a\u015famas\u0131nda kullanabilece\u011finiz i\u00e7in kullan\u0131c\u0131lar\u0131n\u0131zdan yararl\u0131, eyleme d\u00f6n\u00fc\u015ft\u00fcr\u00fclebilir geri bildirimler alman\u0131z\u0131 sa\u011flar.<\/p>\n\n<ul class=\"wp-block-list\">\n<h3><\/h3><li>Uygulama \u0130\u00e7i Kullan\u0131c\u0131 Geri Bildirimi<\/li>\n<\/ul>\n\n<p>\u0130nsanlar\u0131n \u00fcr\u00fcnlerinizi bulabilece\u011fi dizinlerdeki olumsuz yorumlar\u0131n say\u0131s\u0131 g\u00f6z \u00f6n\u00fcne al\u0131nd\u0131\u011f\u0131nda, yaln\u0131zca baz\u0131 \u00fcr\u00fcn y\u00f6neticilerinin resmi sayfalar\u0131n\u0131 kontrol etti\u011fi g\u00f6r\u00fclebilir.<\/p>\n\n<p>Kullan\u0131c\u0131lar\u0131n resmi uygulama marketlerindeki de\u011ferlendirmeleri, geri bildirimlerin ve \u00fcr\u00fcn\u00fcn g\u00fc\u00e7l\u00fc ve zay\u0131f y\u00f6nlerinin birincil kayna\u011f\u0131 olmal\u0131d\u0131r. Bu incelemeleri d\u00fczenli olarak kontrol edin ve yetkili perakendeciler arac\u0131l\u0131\u011f\u0131yla insanlarla ileti\u015fim kurun. Marka sadakati artacakt\u0131r.<\/p>\n\n<p>Olumsuz m\u00fc\u015fteri yorumlar\u0131nda bile, yaz\u0131l\u0131m yarat\u0131c\u0131lar\u0131n\u0131n \u00f6nemsedi\u011fini g\u00f6sterebilir ve hatan\u0131n iyile\u015ftirilmesi hakk\u0131nda rapor verebilirsiniz.<\/p>\n\n<ul class=\"wp-block-list\">\n<h3><\/h3><li>Analitik ayr\u0131ca kullan\u0131c\u0131 geri bildirimi de sa\u011flayabilir<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri girdileri yaln\u0131zca analiz ve raporlama konusunda yard\u0131mc\u0131 olur. Ayr\u0131ca, sonu\u00e7lar\u0131n\u0131z hedefleriniz ve metriklerinizle e\u015fle\u015fmelidir. Sponsorlu bir blog makalesi d\u00fc\u015f\u00fcn\u00fcn. Bu projeyi nas\u0131l de\u011ferlendireceksiniz?<\/p>\n\n<p>Se\u00e7enekler:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Bir makaleyi okuduktan sonra sitenizi ziyaret eden kullan\u0131c\u0131lar\u0131 takip edin.<\/li>\n\n\n\n<li>Be\u011fenileri ve payla\u015f\u0131mlar\u0131 sayarak kullan\u0131c\u0131 kat\u0131l\u0131m\u0131n\u0131 ve de\u011ferini de\u011ferlendirin.<\/li>\n\n\n\n<li>SEO ve Google arama s\u0131ralamalar\u0131n\u0131 takip edin.<\/li>\n<\/ul>\n\n<p>Bu \u00f6l\u00e7\u00fcmler \u00e7abalar\u0131n\u0131z\u0131n kar\u015f\u0131l\u0131\u011f\u0131n\u0131 ald\u0131\u011f\u0131n\u0131z\u0131 g\u00f6sterir, ancak hepsinin farkl\u0131 ama\u00e7lar\u0131 vard\u0131r. Bu nedenle, analiti\u011fi ba\u015flatmadan \u00f6nce, yaln\u0131zca en \u00f6nemli parametreleri g\u00f6r\u00fcnt\u00fcleyecek ve de\u011ferlendirecek \u015fekilde yap\u0131land\u0131r\u0131n.<\/p>\n\n<ul class=\"wp-block-list\">\n<h3><\/h3><li>A\/B testi<\/li>\n<\/ul>\n\n<p>Kullan\u0131c\u0131lar\u0131n kabul edilebilirli\u011fini, etkile\u015fimini, yolculuklar\u0131n\u0131 ve bir uygulamay\u0131 kullan\u0131rken yapt\u0131klar\u0131 se\u00e7imleri de\u011ferlendirmek i\u00e7in en etkili y\u00f6ntemlerden biri A\/B testidir. Bu yakla\u015f\u0131m, belirli ayr\u0131nt\u0131lar\u0131n nas\u0131l sonu\u00e7lanaca\u011f\u0131 konusunda a\u00e7\u0131kl\u0131\u011fa ihtiya\u00e7 duydu\u011funuzda uygundur.<\/p>\n\n<p><em>\u00d6rne\u011fin, tasar\u0131mc\u0131lar\u0131n\u0131z &#8220;Ba\u015flay\u0131n&#8221; d\u00fc\u011fmesinin rengi konusunda anla\u015famayabilir. Hangi \u00f6nerinin daha \u00fcst\u00fcn oldu\u011funu belirlemek i\u00e7in en iyi yakla\u015f\u0131m, her iki olas\u0131l\u0131\u011f\u0131 da kullan\u0131c\u0131lar\u0131n\u0131zla test etmektir.<\/em><\/p>\n\n<p>Bu durumda, neyi test edece\u011finiz, elde etmek istedi\u011finiz sonu\u00e7 ve ba\u015far\u0131 g\u00f6stergesi konusunda da net olmal\u0131s\u0131n\u0131z.<\/p>\n\n<ul class=\"wp-block-list\">\n<h3><\/h3><li>Fikirler i\u00e7in Portal<\/li>\n<\/ul>\n\n<p>Bir di\u011fer m\u00fc\u015fteri geri bildirim tekni\u011fi de fikir portal\u0131d\u0131r. Bir fikir sitesi, kullan\u0131c\u0131lar\u0131n yarat\u0131c\u0131 UI\/UX, \u00f6zellikler veya di\u011fer fikirleri oylamas\u0131na olanak tan\u0131r. Kullan\u0131c\u0131lar\u0131n\u0131z\u0131n tercihlerini ve beklentilerini g\u00f6z \u00f6n\u00fcnde bulundururken yeni fikirleri ke\u015ffederken \u00f6zellikle erken geli\u015ftirme a\u015famalar\u0131nda \u00f6nemlidir.<\/p>\n\n<p>Kullan\u0131c\u0131 geri bildirimlerini y\u00f6netmek i\u00e7in bir fikir portal\u0131 kullan\u0131n, ancak yaln\u0131zca bunu yapmay\u0131n. \u00dcr\u00fcn y\u00f6netiminde fikir do\u011frulama i\u00e7in i\u015fe yarayabilir, ancak ba\u015far\u0131y\u0131 sa\u011flamak i\u00e7in ba\u015fka stratejiler kullan\u0131n.<\/p>\n\n<p>Kullan\u0131c\u0131 geri bildirimi i\u00e7in sadece bir fikir portal\u0131na g\u00fcvenmeyin. Fikir do\u011frulama i\u00e7in i\u015fe yarayabilir, ancak fikrin kazanmas\u0131n\u0131 sa\u011flamak i\u00e7in ba\u015fka yollar kullan\u0131n.<\/p>\n\n<ul class=\"wp-block-list\">\n<h3><\/h3><li>Kullan\u0131labilirlik Testleri<\/li>\n<\/ul>\n\n<p>MVP&#8217;nizi yay\u0131nlad\u0131ktan sonra kullan\u0131labilirlik testi \u00f6nemlidir. Kullan\u0131c\u0131 hikayelerini e\u015fle\u015ftirin ve kullan\u0131c\u0131lar\u0131n\u0131z\u0131nkiyle e\u015fle\u015fip e\u015fle\u015fmedi\u011fini kontrol edin.<\/p>\n\n<p>Kullan\u0131c\u0131 davran\u0131\u015f\u0131n\u0131 ger\u00e7ek zamanl\u0131 olarak izlemek i\u00e7in teknolojileri kullan\u0131n. Arac\u0131n birinci s\u0131n\u0131f ekran\u0131, say\u0131larla g\u00fc\u00e7lendirilmi\u015f analizlerden ka\u00e7\u0131n\u0131r ve kullan\u0131c\u0131 davran\u0131\u015f\u0131n\u0131 g\u00f6sterir. Tam bir g\u00f6r\u00fcn\u00fcm elde etmek ve uygulaman\u0131z\u0131n yolunda gitti\u011finden emin olmak i\u00e7in bu ara\u00e7lar\u0131 analizlerle birlikte kullan\u0131n.<\/p>\n\n<h2 class=\"wp-block-heading\">QuestionPro CX Kullan\u0131c\u0131 Geri Bildirimine Nas\u0131l Yard\u0131mc\u0131 Olabilir?<\/h2>\n\n<p>QuestionPro CX, m\u00fc\u015fteri geri bildirimlerini toplamak ve analiz etmek i\u00e7in ara\u00e7lar sunarak kullan\u0131c\u0131lar\u0131n geri bildirim vermesine yard\u0131mc\u0131 olabilir. \u0130\u015fte yard\u0131mc\u0131 olabilece\u011fi yollardan baz\u0131lar\u0131:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Anketler:<\/strong> QuestionPro CX ile m\u00fc\u015fterilere e-posta, sosyal medya veya di\u011fer kanallar arac\u0131l\u0131\u011f\u0131yla g\u00f6nderilebilen anketler yapabilirsiniz. Bu anketler, insanlar\u0131n bir \u00fcr\u00fcn veya hizmetten ne kadar memnun olduklar\u0131, m\u00fc\u015fteri hizmetleri taraf\u0131ndan ne kadar iyi muamele g\u00f6rd\u00fckleri ve daha fazlas\u0131 gibi \u00e7ok \u00e7e\u015fitli \u015feyler hakk\u0131nda ne d\u00fc\u015f\u00fcnd\u00fcklerini \u00f6\u011frenmek i\u00e7in kullan\u0131labilir.<\/li>\n\n\n\n<li><strong>Analitik:<\/strong> Platform, geri bildirimlere bakman\u0131za ve de\u011fi\u015fiklik yapmak i\u00e7in e\u011filimleri ve yerleri bulman\u0131za olanak tan\u0131yan analitik ara\u00e7lara sahiptir. Bu, i\u015fletmelerin \u00fcr\u00fcn ve hizmetlerini geli\u015ftirebilmeleri i\u00e7in m\u00fc\u015fterilerinin ne istedi\u011fini ve neye ihtiya\u00e7 duydu\u011funu anlamalar\u0131na yard\u0131mc\u0131 olabilir.<\/li>\n\n\n\n<li><strong>Entegrasyonlar: <\/strong>QuestionPro CX, CRM veya destek bileti sistemleri gibi di\u011fer platformlarla ba\u011flant\u0131 kurarak, takip e-postalar\u0131 veya hizmet biletleri g\u00f6ndermek gibi geri bildirimlere dayal\u0131 olarak harekete ge\u00e7meye yard\u0131mc\u0131 olabilir.<\/li>\n\n\n\n<li><strong>Raporlar ve g\u00f6sterge tablolar\u0131: <\/strong>QuestionPro CX, kullan\u0131c\u0131lar\u0131n zaman i\u00e7indeki performans\u0131 ve m\u00fc\u015fteri geri bildirimlerini izlemek i\u00e7in raporlar ve g\u00f6sterge tablolar\u0131 olu\u015fturmas\u0131na olanak tan\u0131r. Bu sayede e\u011filimleri, kal\u0131plar\u0131 ve iyile\u015ftirilmesi gereken alanlar\u0131 tespit etmek kolayla\u015f\u0131r.<\/li>\n\n\n\n<li><strong>Ger\u00e7ek zamanl\u0131 uyar\u0131lar:<\/strong> Kullan\u0131c\u0131lar\u0131n olumsuz geri bildirimler hakk\u0131nda bilgi vermek i\u00e7in ger\u00e7ek zamanl\u0131 uyar\u0131lar ayarlamas\u0131na olanak tan\u0131r, b\u00f6ylece \u015firketler sorunlar\u0131 hemen \u00e7\u00f6zebilir ve m\u00fc\u015fterileri daha mutlu edebilir.<\/li>\n<\/ul>\n\n<p>Genel olarak QuestionPro CX, i\u015fletmelerin m\u00fc\u015fterilerin istek ve ihtiya\u00e7lar\u0131n\u0131 belirlemelerine ve \u00fcr\u00fcn ve hizmetlerini iyile\u015ftirmek i\u00e7in verilere dayal\u0131 kararlar almalar\u0131na yard\u0131mc\u0131 olabilir.<\/p>\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n<p>\u015eirketinizin ideal <a href=\"https:\/\/www.questionpro.com\/feedback-software\/customer-feedback-software.html\">m\u00fc\u015fteri geri bildirim \u00e7\u00f6z\u00fcm\u00fcn\u00fc<\/a> bulmak \u00e7ok \u00e7al\u0131\u015fma gerektirebilir. Veri toplama ve analiz yetenekleri (hedef se\u00e7enekleri, g\u00f6sterge tablolar\u0131 ve grafikler gibi), fiyatland\u0131rma i\u00e7in gereken teknik uzmanl\u0131k ve sa\u011flanan m\u00fc\u015fteri deste\u011fi gibi dikkate al\u0131nmas\u0131 gereken bir\u00e7ok \u015fey vard\u0131r.<\/p>\n\n<p>T\u00fcm dijital kanallarda m\u00fc\u015fteri deneyimini \u00f6l\u00e7mek i\u00e7in bir \u00e7\u00f6z\u00fcme ihtiyac\u0131n\u0131z olaca\u011f\u0131ndan bahsetmiyorum bile.<\/p>\n\n<p>QuestionPro CX, kurulu\u015flar\u0131n m\u00fc\u015fteri geri bildirimi toplamak i\u00e7in anketler tasarlamas\u0131na ve \u00f6zelle\u015ftirmesine olanak tan\u0131yan bir dizi anket olu\u015fturma arac\u0131 sunar ve bu da firmalara kullan\u0131c\u0131 geri bildirimi toplamada yard\u0131mc\u0131 olabilir.<\/p>\n\n<p>Bu anketler m\u00fc\u015fterilere sosyal medya, e-posta ve SMS dahil olmak \u00fczere \u00e7e\u015fitli kanallar arac\u0131l\u0131\u011f\u0131yla g\u00f6nderilebilir ve di\u011fer platformlar ve CRM&#8217;lerle entegre edilebilir.<\/p>\n\n<p>\u0130\u015fletmeler, veri g\u00f6rselle\u015ftirme ve raporlama ara\u00e7lar\u0131n\u0131 da i\u00e7eren program\u0131 kullanarak ald\u0131klar\u0131 yorumlar\u0131 inceleyebilir, m\u00fc\u015fteri memnuniyeti ve sadakatine ili\u015fkin i\u00e7g\u00f6r\u00fcler elde edebilirler.<\/p>\n\n<p>Ayr\u0131ca yaz\u0131l\u0131m, sat\u0131n alma, yeni hesap olu\u015fturma, destek talepleri vb. gibi belirli olaylara yan\u0131t olarak anketlerin tetiklenmesini sa\u011flar. Ger\u00e7ek zamanl\u0131 geri bildirimler elde edilebilir ve i\u015fletmeler taraf\u0131ndan m\u00fc\u015fteri deneyimini geli\u015ftirmek i\u00e7in kullan\u0131labilir.<\/p>\n\n<p><\/p><p style=\"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:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener\">\n  <button>\u00dcCRETS\u0130Z DENEME<\/button>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteriler bazen kullan\u0131c\u0131 deneyimlerinden memnun olmad\u0131klar\u0131nda bunu dile getirirler. Geri bildirimin \u00f6l\u00e7\u00fclmesi de zor olabilir. M\u00fc\u015fteri geri bildirimlerinden en iyi [&hellip;]<\/p>\n","protected":false},"author":80,"featured_media":782755,"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":[],"class_list":{"0":"post-789805","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-cx","8":"entry"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Kullan\u0131c\u0131 Geri Bildirimi: Nedir, \u00d6nemi, Metrikler ve Nas\u0131l Toplan\u0131r<\/title>\n<meta name=\"description\" content=\"Kullan\u0131c\u0131 geri bildirimi, web sitenizden, mobil uygulaman\u0131zdan veya e-posta pazarlaman\u0131zdan elde edilen m\u00fc\u015fteri deneyimi verileridir. 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