{"id":799800,"date":"2020-07-10T06:31:55","date_gmt":"2020-07-10T06:31:55","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/bad-net-promoter-score\/"},"modified":"2020-07-10T06:31:55","modified_gmt":"2020-07-10T06:31:55","slug":"bad-net-promoter-score","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/bad-net-promoter-score\/","title":{"rendered":"K\u00f6t\u00fc bir NPS puan\u0131 nedir ve bunu nas\u0131l iyile\u015ftirebilirsiniz?"},"content":{"rendered":"

Net Tavsiye Skoru (NPS<\/a> ) sistemi, m\u00fc\u015fteri deneyimi (CX) ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7mek i\u00e7in \u00e7ok say\u0131da m\u00fc\u015fteri \u00f6l\u00e7\u00fct\u00fcn\u00fc tek bir \u00f6l\u00e7\u00fct haline getirdi\u011fi i\u00e7in ara\u015ft\u0131rmac\u0131lar taraf\u0131ndan \u00e7ok sevilmekte ve tercih edilmektedir. “Kurulu\u015fumuzla ya\u015fad\u0131\u011f\u0131n\u0131z t\u00fcm deneyimi g\u00f6z \u00f6n\u00fcnde bulundurarak, \u00fcr\u00fcnlerimizi veya hizmetlerimizi arkada\u015flar\u0131n\u0131za ve meslekta\u015flar\u0131n\u0131za tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131z nedir?” sorusunun cevab\u0131d\u0131r. <\/span><\/p>\n

Yukar\u0131daki soruya verece\u011finiz yan\u0131tlar sizin <\/span>
\n NPS puan\u0131<\/span>
\n<\/a>. Ara\u015ft\u0131rmac\u0131lar \u015funlar\u0131 kullan\u0131r <\/span>
\n NPS anketleri<\/span>
\n<\/a> kurulu\u015flar i\u00e7in Net Tavsiye Skoru’nu d\u00fczenli olarak hesaplamak.<\/span><\/p>\n

\"nps<\/p>\n

Verdikleri yan\u0131tlara g\u00f6re m\u00fc\u015fterileriniz \u00fc\u00e7 gruba ayr\u0131l\u0131r: destekleyenler, pasifler ve geri \u00e7ekilenler.<\/span><\/p>\n

Destek\u00e7iler<\/b>: Bunlar, NPS i\u00e7in size 9 veya 10 puan veren mutlu m\u00fc\u015fterilerdir. Bu m\u00fc\u015fteri taban\u0131 sad\u0131kt\u0131r ve hizmetlerinizden memnundur. Onlar sizin marka savunucular\u0131n\u0131zd\u0131r ve muhtemelen kurulu\u015funuzu ailelerine, arkada\u015flar\u0131na ve meslekta\u015flar\u0131na tavsiye edeceklerdir.<\/span><\/p>\n

Pasifler<\/b>: Bunlar, NPS i\u00e7in size 7 veya 8 puan veren m\u00fc\u015fterilerdir. Esasen markan\u0131z\u0131 seviyorlar ve memnunlar ancak f\u0131rsat\u0131n\u0131 bulduklar\u0131nda rakiplerinize ge\u00e7ecekler. Tarafs\u0131zd\u0131rlar; markan\u0131z hakk\u0131nda olumsuz konu\u015fmazlar ancak markan\u0131z\u0131n reklam\u0131n\u0131 da yapmazlar.<\/span><\/p>\n

Detrakt\u00f6rler<\/b>: Bunlar, NPS sorusunda size 6 veya alt\u0131nda puan veren m\u00fc\u015fterilerdir. \u00dcr\u00fcn veya hizmetlerinizden memnun de\u011filler ve k\u00f6t\u00fc deneyimlerini a\u011f\u0131zdan a\u011f\u0131za ba\u015fkalar\u0131yla payla\u015f\u0131yorlar. B\u00fcy\u00fck olas\u0131l\u0131kla sizden bir daha al\u0131\u015fveri\u015f yapmayacaklar ve ba\u015fkalar\u0131n\u0131n da cesaretini k\u0131racaklard\u0131r.<\/span><\/p>\n

Daha fazla bilgi edinin: NPS nas\u0131l hesaplan\u0131r<\/a><\/p>\n

K\u00f6t\u00fc bir Net Tavsiye Skoru (NPS) nedir?<\/span><\/h2>\n

K\u00f6t\u00fc bir Net Destek\u00e7i Skoru (NPS), destek\u00e7ilerden \u00e7ok daha fazla say\u0131da aleyhtar\u0131n\u0131z oldu\u011funu g\u00f6sterir. M\u00fc\u015fterileriniz markan\u0131zdan bir b\u00fct\u00fcn olarak memnun de\u011fil ve m\u00fc\u015fteri deneyimi ve m\u00fc\u015fteri memnuniyeti seviyeleri d\u00fc\u015f\u00fck. Daha iyi bir se\u00e7enek bulduklar\u0131 anda rakiplerinize ge\u00e7eceklerdir.<\/span><\/p>\n

Yaz\u0131l\u0131m sekt\u00f6r\u00fcnde \u00e7al\u0131\u015fan bir kurulu\u015f oldu\u011funuzu ve sekt\u00f6r ortalamas\u0131 NPS’nin 34+ oldu\u011funu d\u00fc\u015f\u00fcn\u00fcn. NPS puan\u0131n\u0131z 30 ila 40 aras\u0131ndaysa, iyi bir NPS puan\u0131na sahipsiniz demektir. 55, 60 gibi puanlarla liderlerin \u00e7ok uza\u011f\u0131nda olabilirsiniz. Ancak puan\u0131n\u0131z 25 veya alt\u0131ndaysa, bu k\u00f6t\u00fc NPS puan\u0131 olarak kabul edilir.<\/span><\/p>\n

Sizi k\u00f6t\u00fcleyenleri destekleyicilere d\u00f6n\u00fc\u015ft\u00fcrmeniz<\/a> gerekir. \u0130yile\u015ftirme ve k\u0131yaslama <\/span>
\n iyi Net Tavsiye Skoru<\/span>
\n<\/a> sizin i\u00e7in y\u00fcksek bir \u00f6ncelik olmal\u0131d\u0131r.<\/span><\/p>\n

Bu basit ad\u0131mlarla K\u00f6t\u00fc Net Tavsiye Skoru’nuzu (NPS) iyile\u015ftirin<\/h3>\n

NPS’nizi iyile\u015ftirmek, sizi k\u00f6t\u00fcleyenleri ve pasifleri destekleyicilere d\u00f6n\u00fc\u015ft\u00fcrmek i\u00e7in \u00e7ok \u00f6nemlidir. NPS puanlar\u0131 k\u00f6t\u00fc olan \u015firketler, puan\u0131n\u0131z\u0131 y\u00fckseltmek i\u00e7in a\u015fa\u011f\u0131daki denenmi\u015f ve test edilmi\u015f yollar\u0131 uygulamal\u0131d\u0131r.<\/span><\/p>\n

1. H\u0131zl\u0131 takip<\/h4>\n

M\u00fc\u015fteri geri bildirimlerini takip etmek, endi\u015feleri gidermek ve NPS puan\u0131n\u0131z\u0131 art\u0131rmak i\u00e7in \u00e7ok \u00f6nemlidir. M\u00fc\u015fteri odakl\u0131 kurulu\u015flar, zengin bir m\u00fc\u015fteri deneyimi sa\u011flamak i\u00e7in m\u00fc\u015fteri geri bildirimlerini derhal takip eder. H\u0131zl\u0131 yan\u0131t vermeniz, m\u00fc\u015fterilerinizin sahip olabilece\u011fi endi\u015feleri veya \u015fikayetleri gidermeye yard\u0131mc\u0131 olacakt\u0131r. Geri bildirim d\u00f6ng\u00fcs\u00fcn\u00fc kapatmak \u00e7ok \u00f6nemlidir ve zengin bir m\u00fc\u015fteri deneyimi sunma ve m\u00fc\u015fterilerinizin memnun olmas\u0131n\u0131 sa\u011flama konusundaki kararl\u0131l\u0131\u011f\u0131n\u0131z\u0131 g\u00f6sterir. Kapal\u0131 d\u00f6ng\u00fc g\u00f6r\u00fc\u015fmelerinizden i\u00e7g\u00f6r\u00fcler toplay\u0131n ve bunlar\u0131 m\u00fc\u015fterilerin kar\u015f\u0131la\u015ft\u0131\u011f\u0131 yinelenen sorunlar\u0131 ele almak i\u00e7in kullan\u0131n. <\/span><\/p>\n

2. Kolay payla\u015f\u0131m<\/h4>\n

M\u00fc\u015fterileriniz, m\u00fc\u015fteri yolculu\u011fundaki \u00e7e\u015fitli temas noktalar\u0131nda markan\u0131zla etkile\u015fime girerek bir\u00e7ok olumlu deneyim ya\u015fayacakt\u0131r. Bu deneyimleri kolayca payla\u015fmalar\u0131n\u0131 sa\u011flayacak yollar bulun. Bundan yararlan\u0131n, yoksa insanlar\u0131n tembel olabilece\u011fini bildi\u011fimiz i\u00e7in bu kay\u0131p bir f\u0131rsat olacakt\u0131r. Deneyimlerini payla\u015fmalar\u0131n\u0131 kolayla\u015ft\u0131rmak da deneyimin bir par\u00e7as\u0131d\u0131r. Markan\u0131z\u0131 tan\u0131tmalar\u0131 i\u00e7in onlar\u0131 te\u015fvik edin, Facebook, LinkedIn veya Twitter gibi sosyal medya ara\u00e7lar\u0131nda bunu yapmalar\u0131 i\u00e7in onlara te\u015fvikler sunun. Ayr\u0131ca, m\u00fc\u015fterilerinizin veya potansiyel m\u00fc\u015fterilerinizin ziyaret etmekten ho\u015fland\u0131\u011f\u0131 di\u011fer web sitelerini ara\u015ft\u0131r\u0131n ve bu platformlardan yararlan\u0131n. M\u00fc\u015fterilerinizle daha fazla etkile\u015fim kurman\u0131z, onlar\u0131n olumlu deneyimlerinin daha fazla payla\u015f\u0131lmas\u0131n\u0131 sa\u011flayacakt\u0131r. Haber b\u00fcltenleri, e\u011flenceli yar\u0131\u015fmalar, kuponlar vb. arac\u0131l\u0131\u011f\u0131yla onlar\u0131 me\u015fgul edin.<\/span><\/p>\n

3. Silolar\u0131 engelleyin<\/h4>\n

Birden fazla ki\u015fi veya departmanla muhatap olmak m\u00fc\u015fteriler i\u00e7in itici ve k\u00fclfetli bir durumdur. \u00c7al\u0131\u015fanlar\u0131n\u0131z\u0131n kendi departmanlar\u0131 veya uzmanl\u0131klar\u0131 d\u0131\u015f\u0131ndaki m\u00fc\u015fteri sorular\u0131n\u0131 \u00e7\u00f6zmek i\u00e7in iyi e\u011fitimli ve donan\u0131ml\u0131 oldu\u011fundan emin olun. Bunu e\u011fitimler yoluyla yap\u0131n, sistemlerini g\u00fcncelleyin ve m\u00fc\u015fteri memnuniyeti ve deneyimine adanm\u0131\u015f ileti\u015fim kanallar\u0131 a\u00e7\u0131n. M\u00fc\u015fteriler, cevap aramak i\u00e7in bir departmandan di\u011ferine y\u00f6nlendirilmemeyi takdir edeceklerdir.<\/span><\/p>\n

4. M\u00fc\u015fteri beklentilerini a\u015fmak<\/h4>\n

NPS puan\u0131n\u0131za odaklanmak iyidir, ancak dikkatinizi ve \u00e7abalar\u0131n\u0131z\u0131 m\u00fc\u015fterilerinizin beklentilerini a\u015fmaya y\u00f6nlendirin. M\u00fc\u015fteri beklentileri, m\u00fc\u015fteri hizmetleri ve m\u00fc\u015fteri deneyimi aras\u0131ndaki bo\u015flu\u011fu \u00f6l\u00e7mek i\u00e7in NPS puan\u0131n\u0131z\u0131 kullan\u0131n. M\u00fc\u015fteri beklentilerini a\u015fmak, olumlu deneyimler sunman\u0131za yard\u0131mc\u0131 olacak, bu da NPS puanlar\u0131n\u0131z\u0131 art\u0131rman\u0131za, markan\u0131z i\u00e7in savunucular kazanman\u0131za ve m\u00fc\u015fteri sadakatini art\u0131rman\u0131za yard\u0131mc\u0131 olacakt\u0131r.<\/span><\/p>\n

5. Topluluklar olu\u015fturun<\/h4>\n

\u0130yi veya k\u00f6t\u00fc m\u00fc\u015fteri geri bildirimleri, markalar\u0131n s\u00fcre\u00e7lerini, operasyonlar\u0131n\u0131 ve sunduklar\u0131n\u0131 iyile\u015ftirmeleri i\u00e7in \u00e7ok \u00f6nemlidir. Topluluklar veya geri bildirim panelleri olu\u015fturmak, NPS puan\u0131n\u0131z\u0131<\/a> ve CX’inizi iyile\u015ftirmek<\/a> i\u00e7in gerekli geri bildirimleri toplaman\u0131za yard\u0131mc\u0131 olacakt\u0131r. M\u00fc\u015fterileriniz sizden memnun olsa bile, i\u015fleri daha iyi veya farkl\u0131 yapmak i\u00e7in yine de girdi isteyebilirsiniz.<\/span><\/p>\n

6. NPS \u015fampiyonlar\u0131 olu\u015fturun<\/h4>\n

Zengin m\u00fc\u015fteri deneyimi ve m\u00fc\u015fteri memnuniyeti sadece m\u00fc\u015fteriye d\u00f6n\u00fck ekiplerin sorumlulu\u011funda de\u011fildir. T\u00fcm \u00e7al\u0131\u015fanlar\u0131n ayn\u0131 sayfada olmas\u0131 ve herkesin NPS raporlar\u0131n\u0131za ve puanlar\u0131n\u0131za eri\u015febilmesi zorunludur. NPS puan\u0131n\u0131z\u0131n, muhasebe departman\u0131ndan biriyle ya\u015fad\u0131\u011f\u0131n\u0131z k\u00f6t\u00fc bir etkile\u015fim nedeniyle d\u00fc\u015fmesini ve di\u011fer herkesin bu durumdan habersiz olmas\u0131n\u0131 istemezsiniz. Departmanlar\u0131n\u0131zda dahili NPS \u015fampiyonlar\u0131 olu\u015fturun, NPS ile ilgili s\u00fcre\u00e7leri ve e\u011fitimleri denetlemelerine ve bunlardan sorumlu olmalar\u0131na izin verin.<\/span><\/p>\n

7. NPS’nizi izleyin<\/h4>\n

\u0130yi bir puan almak yeterli de\u011fildir. \u00c7abalar\u0131n\u0131z\u0131n kar\u015f\u0131l\u0131\u011f\u0131n\u0131 al\u0131yor olabilirsiniz, stratejileriniz size sonu\u00e7 getiriyor olabilir, ancak burada duramazs\u0131n\u0131z. Puan\u0131n\u0131z\u0131 s\u00fcrekli olarak iyile\u015ftirmek i\u00e7in \u00e7al\u0131\u015fmal\u0131s\u0131n\u0131z. Destekleyenler, desteklemeyenler ve pasiflerinizin y\u00fczdesini kontrol etmeye devam edin ve destek\u00e7ilerinizi mutlu etmenin, pasiflerinizi ve desteklemeyenlerinizi d\u00f6n\u00fc\u015ft\u00fcrmenin yollar\u0131n\u0131 bulun.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Net Tavsiye Skoru (NPS ) sistemi, m\u00fc\u015fteri deneyimi (CX) ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7mek i\u00e7in \u00e7ok say\u0131da m\u00fc\u015fteri \u00f6l\u00e7\u00fct\u00fcn\u00fc tek bir \u00f6l\u00e7\u00fct haline […]<\/p>\n","protected":false},"author":46,"featured_media":681437,"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-799800","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-cx","8":"entry"},"yoast_head":"\nK\u00f6t\u00fc bir NPS puan\u0131 nedir ve bunu nas\u0131l iyile\u015ftirebilirsiniz? | QuestionPro<\/title>\n<meta name=\"description\" content=\"K\u00f6t\u00fc bir Net Destek\u00e7i Puan\u0131 (NPS), destek\u00e7ilerden daha fazla aleyhte olan anlam\u0131na gelir. 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