{
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    "date": "2015-05-28T17:48:25",
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    "slug": "when-to-conduct-customer-satisfaction-surveys",
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    "title": {
        "rendered": "Quand mener des enqu\u00eates sur la satisfaction des clients ?"
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        "rendered": "<p>La satisfaction des clients est directement li\u00e9e \u00e0 la rentabilit\u00e9. Si vos clients sont heureux, ils ont tendance \u00e0 \u00eatre fid\u00e8les. Et s'ils sont fid\u00e8les, non seulement ils ach\u00e8tent davantage, mais ils recommandent d'autres clients. Nous avons un certain nombre de <a href=\"https:\/\/www.surveyrock.com\/home\/customer-satisfaction-surveys.html\" target=\"_blank\" rel=\"noreferrer noopener\">mod\u00e8les d'enqu\u00eate sur la satisfaction des clients<\/a> pour vous permettre d'\u00eatre op\u00e9rationnel en quelques minutes.<\/p>\n\n\n\n<!--more-->\n\n\n\n<p>Des recherches bien \u00e9tablies men\u00e9es par Bain &amp; Company ont r\u00e9v\u00e9l\u00e9 que, pour de nombreuses entreprises, une augmentation de 5% de la fid\u00e9lisation des clients peut accro\u00eetre les b\u00e9n\u00e9fices de 25% \u00e0 95%. La m\u00eame \u00e9tude a r\u00e9v\u00e9l\u00e9 qu'il est six \u00e0 sept fois plus co\u00fbteux d'acqu\u00e9rir un nouveau client que de conserver un client existant.<\/p>\n\n\n\n<p>En outre, une seule mauvaise exp\u00e9rience peut l'emporter sur un grand nombre de bonnes exp\u00e9riences. Les mauvaises exp\u00e9riences peuvent rapidement \u00eatre diffus\u00e9es \u00e0 des dizaines, des centaines ou des milliers d'autres clients, ce qui amplifie leur impact. Donc, si votre entreprise fait quelque chose qui frustre les clients, vous devez le savoir imm\u00e9diatement.<\/p>\n\n\n\n<p>Il est essentiel de donner aux clients l'occasion de donner leur avis sur leur niveau de satisfaction globale et sur ce qu'ils aiment ou n'aiment pas. Il est tout aussi important de mesurer et de contr\u00f4ler ces commentaires de mani\u00e8re constante. Si vous ne mettez pas en place un programme efficace de recherche sur la satisfaction des clients, votre entreprise perdra des march\u00e9s, manquera des opportunit\u00e9s et sera d\u00e9savantag\u00e9e par rapport \u00e0 la concurrence.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"http:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2015\/04\/Clock-And-Calendar.jpg\"><img decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2015\/04\/Clock-And-Calendar.jpg\" alt=\"Horloge et calendrier\"\/><\/a><\/figure><\/div>\n\n\n\n<p>De nombreuses entreprises se demandent \u00e0 quelle fr\u00e9quence elles doivent mener des enqu\u00eates de satisfaction de la client\u00e8le. La r\u00e9ponse d\u00e9pend de la taille de la client\u00e8le et de l'objectif de l'\u00e9tude. Il existe deux types d'enqu\u00eates<br>Il existe plusieurs types d'enqu\u00eates, et elles ont des objectifs tr\u00e8s diff\u00e9rents :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Les enqu\u00eates transactionnelles sollicitent un retour d'information directement de la part de l'utilisateur du produit ou du service sur cette rencontre particuli\u00e8re. Elles sont men\u00e9es imm\u00e9diatement apr\u00e8s chaque transaction du client.  Par exemple, une enqu\u00eate peut \u00eatre administr\u00e9e apr\u00e8s un achat ou une exp\u00e9rience de service \u00e0 la client\u00e8le.<\/li><li>Les enqu\u00eates sur les relations recueillent des informations aupr\u00e8s de personnes qui entretiennent une relation continue avec l'entreprise et ont effectu\u00e9 plusieurs transactions. Il s'agit d'enqu\u00eates \u00e0 intervalles r\u00e9guliers, souvent trimestriels.<\/li><\/ul>\n\n\n\n<p>Les enqu\u00eates transactionnelles sont envoy\u00e9es \u00e0 la discr\u00e9tion de toute personne en contact avec les clients, mais les donn\u00e9es doivent \u00eatre collect\u00e9es imm\u00e9diatement apr\u00e8s l'interaction, pendant que l'exp\u00e9rience est encore fra\u00eeche dans les m\u00e9moires.<br>l'esprit du client.<\/p>\n\n\n\n<p>Les enqu\u00eates sur les relations doivent \u00eatre \u00e9tal\u00e9es sur une ann\u00e9e. Voici quelques points \u00e0 garder \u00e0 l'esprit :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>S'il n'y a qu'un seul point de donn\u00e9es pour chaque ann\u00e9e, un seul \u00e9v\u00e9nement peut avoir un impact important sur les r\u00e9sultats.<\/li><li>Pour les entreprises disposant d'une base de clients suffisamment importante (au moins 10 000), les enqu\u00eates sur les relations avec la client\u00e8le peuvent \u00eatre men\u00e9es de mani\u00e8re continue mais faire l'objet d'un rapport mensuel pour tenir compte des effets de la saisonnalit\u00e9 ou d'\u00e9v\u00e9nements ponctuels.<\/li><\/ul>\n\n\n\n<p>Dans de nombreux cas, il peut \u00eatre appropri\u00e9 de mener \u00e0 la fois des enqu\u00eates transactionnelles et des enqu\u00eates relationnelles. Par exemple, une entreprise peut mener des \u00e9tudes transactionnelles \u00e0 des fins de service \u00e0 la client\u00e8le et des \u00e9tudes relationnelles pour des contr\u00f4les de routine sur la sant\u00e9 de l'entreprise.<\/p>",
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        "rendered": "<p>La satisfaction des clients est directement li\u00e9e \u00e0 la rentabilit\u00e9. Si vos clients sont satisfaits, ils ont tendance \u00e0 \u00eatre fid\u00e8les. Et s'ils sont fid\u00e8les, non seulement ils ach\u00e8tent davantage, mais ils recommandent leur entreprise \u00e0 d'autres clients. Nous disposons d'un certain nombre de mod\u00e8les d'enqu\u00eates de satisfaction de la client\u00e8le qui vous permettront d'\u00eatre op\u00e9rationnel en quelques minutes.<\/p>",
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