Customer Relations and Experience Policy

Hosted Technology adopts keeping customer satisfaction and experience at the highest level as a priority. This policy regulates the collection of customer feedback, satisfaction measurement and integration of support processes into product improvements.

The purpose of this policy is to improve the quality of relationships established with customers and to continuously improve customer experience.

The policy covers customer support processes, feedback mechanisms, satisfaction measurement and analysis of customer data.

Customer feedback is collected and evaluated systematically:

• Surveys: Regular customer satisfaction surveys are organized
• Support Requests: All support requests are recorded and analyzed
• User Interviews: In-depth user interviews are conducted at regular intervals
• Social Media: Comments and interactions on social media channels are tracked

Collected feedback is categorized and prioritized in a central system.

Customer satisfaction is measured and monitored regularly:

• NPS (Net Promoter Score): Customer loyalty and recommendation tendency are measured
• CSAT (Customer Satisfaction Score): Satisfaction score is taken after specific interactions
• CES (Customer Effort Score): The effort the customer spends during problem solving is measured
• Churn Rate: Customer loss rate is tracked and analyzed

Measurement results are shared in monthly reports and improvement opportunities are identified.

Customer support processes are fast and effective solution-oriented:

• Multi-Channel Support: Support is provided via email, phone, live chat and ticket system
• Response Times: Clear response time targets are set and tracked for each channel
• Escalation Mechanism: Clear escalation procedures are applied for complex problems
• Knowledge Base: Frequently asked questions and solutions are documented

The support team is developed with regular training and the customer-oriented culture is strengthened.

Customer feedback is integrated into the product development process:

• Analysis and Prioritization: Feedback is categorized and impact analysis is performed
• Product Backlog: Priority feedback is added to the product backlog
• Sprint Planning: Customer requests are evaluated in sprint planning
• Feedback Loop: Changes made are communicated to customers

This integration ensures that products are continuously developed in line with customer needs.

Customer data is managed securely and ethically:

• Data Security: Customer data is encrypted and stored in secure systems
• KVKK/GDPR Compliance: All data processing activities comply with legal regulations
• Data Minimization: Only necessary data is collected and stored
• Customer Rights: Data access, correction and deletion rights are guaranteed

Data security and privacy are the cornerstone of customer trust.

Roles in customer relations management are clearly defined:

• Customer Relations Manager: Responsible for overall strategy and process management
• Support Team: Responds to daily customer requests
• Product Manager: Ensures integration of feedback into product development
• Data Analyst: Analyzes and reports satisfaction metrics

Inter-team coordination is ensured through regular meetings.

This policy is reviewed regularly:

• The policy is evaluated by the customer relations team every six months
• Processes are updated in line with customer feedback
• Best practices and new tools are constantly researched

Policy Owner: Customer Relations Director
Last Update: October 12, 2025