{"id":4943,"date":"2020-02-27T17:21:29","date_gmt":"2020-02-27T14:21:29","guid":{"rendered":"http:\/\/ikanalitik.risusinternational.com\/?page_id=4943"},"modified":"2020-05-26T23:50:36","modified_gmt":"2020-05-26T20:50:36","slug":"ic-musteri-memnuniyeti-analizi","status":"publish","type":"page","link":"https:\/\/ikanalitik.risusinternational.com\/index.php\/ic-musteri-memnuniyeti-analizi\/","title":{"rendered":"\u0130MA \u0130\u00e7 M\u00fc\u015fteri Memnuniyeti Analizi"},"content":{"rendered":"[vc_row][vc_column][vc_single_image image=”5414″][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″]
\u0130\u00e7 M\u00fc\u015fteri Memnuniyeti Ara\u015ft\u0131rmas\u0131<\/span><\/div>[vc_column_text font_size=”14″]\u0130\u00e7 M\u00fc\u015fteri Memnuniyeti Ara\u015ft\u0131rmas\u0131, kurumsal organizasyon yap\u0131s\u0131 i\u00e7indeki farkl\u0131 b\u00f6l\u00fcmlerden hizmet alan \u00e7al\u0131\u015fanlar\u0131n hizmet ald\u0131klar\u0131 ilgili b\u00f6l\u00fcm\u00fcn performans\u0131n\u0131 de\u011ferlendirmeyi, ald\u0131klar\u0131 hizmetlere y\u00f6nelik beklenti ve \u00f6nerilerini belirleyerek kurum i\u00e7i hizmet kalitesini ve i\u015f s\u00fcre\u00e7lerini geli\u015ftirmeyi ama\u00e7lamaktad\u0131r.<\/p>\n

\u0130\u015f s\u00fcre\u00e7lerinin verimlili\u011finin \u00e7al\u0131\u015fanlar taraf\u0131ndan de\u011ferlendirilmesi ve s\u00fcre\u00e7lerdeki kopukluklar\u0131n tespit edilerek g\u00fc\u00e7l\u00fc y\u00f6n ve geli\u015fim alanlar\u0131n\u0131n belirlenmesi sa\u011flan\u0131r.<\/p>\n

Ara\u015ft\u0131rma sonunda kurum \u00e7al\u0131\u015fanlar\u0131na sunulan kurum i\u00e7i hizmetlerle ilgili g\u00fc\u00e7l\u00fc y\u00f6nleri ve geli\u015fim alanlar\u0131n\u0131 belirleyerek i\u00e7 hizmet kalitesinin art\u0131r\u0131lmas\u0131 ve kurum i\u00e7indeki ileti\u015fimi geli\u015ftirmeye y\u00f6nelik iyile\u015ftirme faaliyetlerinin d\u00fczenlenmesi planlan\u0131r.<\/p>\n[\/vc_column_text]

Online Ara\u015ft\u0131rma Sistemi ve Raporlama<\/span><\/div>[vc_column_text font_size=”14″]Online ara\u015ft\u0131rma sistemi ile an\u0131nda \u00f6l\u00e7\u00fcm sonu\u00e7lar\u0131 elde edilir ve kuruma \u00f6zel sunumlar olarak raporlan\u0131r.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”8330″][vc_single_image image=”5428″][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″]
B\u00f6l\u00fcmlerin G\u00fc\u00e7l\u00fc Y\u00f6n ve Geli\u015fim Alanlar\u0131 Analizi<\/span><\/div>[vc_column_text font_size=”14″]\u0130\u00e7 M\u00fc\u015fteri Memnuniyeti Ara\u015ft\u0131rmas\u0131 ile \u015firket b\u00fcnyesindeki b\u00fct\u00fcn b\u00f6l\u00fcmlerin hizmet kalitesi , i\u015f organizasyonu ve verimlilik , ileti\u015fim ve bilgi payla\u015f\u0131m\u0131, problem \u00e7\u00f6zme ve sonu\u00e7 odakl\u0131l\u0131k, tak\u0131m \u00e7al\u0131\u015fmas\u0131, \u00e7al\u0131\u015fanlar\u0131n yetkinlikleri ve uzmanl\u0131klar\u0131, tavsiye etme kriterleri alt\u0131nda analiz edilmesi sa\u011flan\u0131r.<\/p>\n[\/vc_column_text][vc_single_image image=”5390″][\/vc_column][vc_column width=”1\/2″]
B\u00f6l\u00fcmler Aras\u0131nda Kar\u015f\u0131la\u015ft\u0131rma<\/span><\/div>[vc_column_text font_size=”14″]Organizasyon i\u00e7inde farkl\u0131 b\u00f6l\u00fcmlerden hizmet alan \u00e7al\u0131\u015fanlar\u0131n hizmet ald\u0131klar\u0131 ilgili b\u00f6l\u00fcm\u00fcn performans\u0131n\u0131 de\u011ferlendirip, beklenti ve \u00f6nerilerini belirleyerek kurum i\u00e7i hizmet kalitesini ve i\u015f s\u00fcre\u00e7lerini geli\u015ftirilmesi, kar\u015f\u0131la\u015ft\u0131rmal\u0131 \u00f6l\u00e7\u00fcm skorlar\u0131 ve geli\u015fim alanlar\u0131 raporu i\u00e7eren online ara\u015ft\u0131rma \u00e7\u00f6z\u00fcm\u00fc ile m\u00fcmk\u00fcn olur.<\/p>\n[\/vc_column_text][vc_single_image image=”5388″][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″]
Uygulama S\u00fcreci<\/span><\/div>[vc_single_image image=”5387″][\/vc_column][vc_column width=”1\/2″]
Analiz Kriterleri ve Soru Formu<\/span><\/div>[vc_column_text font_size=”14″]\n
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  • \u0130\u00e7 M\u00fc\u015fteri\u00a0Memnuniyeti ara\u015ft\u0131rmas\u0131n\u0131n ilk a\u015famas\u0131nda \u015firketin b\u00fct\u00fcn b\u00f6l\u00fcmlerinin sundu\u011fu hizmetlerle ilgili\u00a0ilgili \u00f6l\u00e7\u00fclmesi hedeflenen ana kriterler ve soru tipleri geli\u015ftirilir.<\/li>\n
  • Kurumun de\u011ferlendirmeyi ve \u00e7al\u0131\u015fanlardan geribildirim almay\u0131 hedefledi\u011fi s\u00fcre\u00e7leri ile ilgili de\u011ferlendirme kriterleri bu a\u015famada belirlenir. Bu de\u011ferlendirme kriterlerini \u00f6l\u00e7mek i\u00e7in soru tipleri olu\u015fturularak anket soru formu geli\u015ftirilir.<\/li>\n
  • Anket soru formuna de\u011ferlendirme \u00f6l\u00e7e\u011fi de dahil edilerek soru formu insan kaynaklar\u0131 b\u00f6l\u00fcm\u00fc onay\u0131na sunulur.<\/li>\n
  • Soru t\u00fcrleri: A\u00e7\u0131k u\u00e7lu sorular, kapal\u0131 u\u00e7lu sorular, demografik \u00f6zelliklerle ilgili sorular<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″]
    Saha Uygulamas\u0131<\/span><\/div>[vc_column_text font_size=”14″]\n
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    • Kat\u0131l\u0131mc\u0131 bilgileri do\u011frultusunda online anket linkleri ve ka\u011f\u0131t kalem anket formlar\u0131 kat\u0131l\u0131mc\u0131lara iletilir.<\/li>\n
    • Saha uygulamas\u0131 a\u015famas\u0131nda anket s\u00fcresi i\u00e7erisinde hat\u0131rlatma e-postalar\u0131 kat\u0131l\u0131mc\u0131lara iletilir.<\/li>\n
    • Anl\u0131k olarak kat\u0131l\u0131m oranlar\u0131 bu a\u015famada online sistem \u00fczerinden izlenir.<\/li>\n
    • Bilginin gizlili\u011fi nedeni ile ka\u011f\u0131t-kalem uygulamas\u0131, Risus International dan\u0131\u015fman\u0131 g\u00f6zlem ve kontrol\u00fc ile\u00a0firma b\u00fcnyesinde ger\u00e7ekle\u015ftirilir.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column][vc_column width=”1\/2″]
      Analiz ve Raporlama<\/span><\/div>[vc_column_text font_size=”14″]\n
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      • Online sistemden al\u0131nan veriler ve ka\u011f\u0131t kalem verileri kontrol edilerek ortak veri taban\u0131 olu\u015fturulur.<\/li>\n
      • Elde edilen veriler, genel memnuniyet, ba\u011fl\u0131l\u0131k, isteklilik, s\u00fcre\u00e7 kriterleri baz\u0131nda raporlan\u0131r.<\/li>\n
      • Raporlar, \u015firket geneli, s\u00fcre\u00e7 ve b\u00f6l\u00fcm, demografik kriterler do\u011frultusunda\u00a0kar\u015f\u0131la\u015ft\u0131rmal\u0131 veri analizlerini i\u00e7eren grafik g\u00f6sterimleri, g\u00fc\u00e7l\u00fc y\u00f6nler ve \u00f6ncelikli geli\u015fim alanlar\u0131 olarak haz\u0131rlan\u0131r.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]
        Analiz Grafikleri<\/span><\/div>
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        \"\"<\/figure><\/div><\/div>[\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"

        [vc_row][vc_column][vc_single_image image=”5414″][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text font_size=”14″]\u0130\u00e7 M\u00fc\u015fteri Memnuniyeti Ara\u015ft\u0131rmas\u0131, kurumsal organizasyon yap\u0131s\u0131 i\u00e7indeki farkl\u0131 b\u00f6l\u00fcmlerden hizmet alan \u00e7al\u0131\u015fanlar\u0131n hizmet ald\u0131klar\u0131 ilgili b\u00f6l\u00fcm\u00fcn performans\u0131n\u0131 de\u011ferlendirmeyi, ald\u0131klar\u0131 hizmetlere y\u00f6nelik beklenti ve \u00f6nerilerini belirleyerek kurum i\u00e7i hizmet kalitesini ve i\u015f s\u00fcre\u00e7lerini geli\u015ftirmeyi ama\u00e7lamaktad\u0131r. \u0130\u015f s\u00fcre\u00e7lerinin verimlili\u011finin \u00e7al\u0131\u015fanlar taraf\u0131ndan de\u011ferlendirilmesi ve s\u00fcre\u00e7lerdeki kopukluklar\u0131n tespit edilerek g\u00fc\u00e7l\u00fc y\u00f6n ve geli\u015fim alanlar\u0131n\u0131n belirlenmesi…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/ikanalitik.risusinternational.com\/index.php\/wp-json\/wp\/v2\/pages\/4943"}],"collection":[{"href":"https:\/\/ikanalitik.risusinternational.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ikanalitik.risusinternational.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ikanalitik.risusinternational.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ikanalitik.risusinternational.com\/index.php\/wp-json\/wp\/v2\/comments?post=4943"}],"version-history":[{"count":28,"href":"https:\/\/ikanalitik.risusinternational.com\/index.php\/wp-json\/wp\/v2\/pages\/4943\/revisions"}],"predecessor-version":[{"id":5473,"href":"https:\/\/ikanalitik.risusinternational.com\/index.php\/wp-json\/wp\/v2\/pages\/4943\/revisions\/5473"}],"wp:attachment":[{"href":"https:\/\/ikanalitik.risusinternational.com\/index.php\/wp-json\/wp\/v2\/media?parent=4943"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}