{ "id": 502, "date": "2015-09-15T17:16:48", "date_gmt": "2015-09-15T15:16:48", "guid": { "rendered": "http:\/\/www.surveyrock.com\/blog\/?p=502" }, "modified": "2020-10-19T17:39:44", "modified_gmt": "2020-10-19T15:39:44", "slug": "five-tips-for-a-successful-customer-satisfaction-survey", "status": "publish", "type": "post", "link": "http:\/\/www.surveyrock.com\/blog\/fr\/five-tips-for-a-successful-customer-satisfaction-survey\/", "title": { "rendered": "Cinq conseils pour r\u00e9ussir une enqu\u00eate sur la satisfaction des clients" }, "content": { "rendered": "

\" Sonder vos clients existants \" est une suggestion courante pour aider votre entreprise \u00e0 se d\u00e9velopper. Ici, \u00e0 SurveyRock, nous savons combien il est important de sonder vos clients pour votre r\u00e9ussite et nous voulons que vos enqu\u00eates de satisfaction client vous aident \u00e0 obtenir des informations exploitables que vous pouvez vraiment utiliser.<\/p>\n\n\n\n\n\n\n\n

\"Enqu\u00eate<\/figure><\/div>\n\n\n\n

\u00c9liminez les approximations et suivez ces cinq principes de conception d'enqu\u00eate client :<\/p>\n\n\n\n

1. Demandez la satisfaction globale au d\u00e9but de l'enqu\u00eate.<\/strong> Cela vous permettra de mesurer les impressions globales des clients sur votre entreprise, votre produit ou votre service avant qu'ils ne commencent \u00e0 penser \u00e0 des aspects sp\u00e9cifiques de ces relations. Notre site Question sur le Net Promoter Score (NPS)<\/a> et le mod\u00e8le sont id\u00e9aux ici.<\/p>\n\n\n\n

2. Utilisez une \u00e9chelle de satisfaction en 5 points.<\/strong> Les \u00e9chelles de questions devraient \u00eatre associ\u00e9es \u00e0 des \u00e9tiquettes descriptives, et le haut de l'\u00e9chelle devrait signifier que les clients sont vraiment \"\u00e9pat\u00e9s\".<\/p>\n\n\n\n

3. Soyez coh\u00e9rent dans la formulation de vos questions.<\/strong> La coh\u00e9rence est essentielle dans la recherche sur la satisfaction du client. Les \u00e9chelles de questions doivent \u00eatre coh\u00e9rentes au sein d'un m\u00eame questionnaire et dans le temps. Les principales mesures de la satisfaction client, y compris la question de satisfaction globale et celles portant sur des aspects sp\u00e9cifiques de la relation, doivent toutes utiliser la m\u00eame \u00e9chelle.<\/p>\n\n\n\n

4. Faites en sorte que l'enqu\u00eate soit courte et cibl\u00e9e.<\/strong> Concentrez-vous sur la compr\u00e9hension de la relation que vos clients entretiennent avec vous. \u00c9vitez la tentation de demander tout ce que vous avez toujours voulu savoir. Plus vous essayez de couvrir de terrain, plus il est probable que les r\u00e9pondants abandonnent l'enqu\u00eate.<\/p>\n\n\n\n

5. Posez des questions d\u00e9mographiques ou \"firmographiques\".<\/strong> En vous renseignant sur les donn\u00e9es d\u00e9mographiques ou les donn\u00e9es relatives \u00e0 l'entreprise (type et taille de l'entreprise ou du secteur), vous pouvez analyser les donn\u00e9es par diff\u00e9rents sous-groupes, tels que les nouveaux clients ou les clients r\u00e9gionaux. Envisagez des hypoth\u00e8ses sur les profils des clients qui peuvent affecter la satisfaction et incluez des questions qui capturent ces donn\u00e9es.<\/p>\n\n\n\n

N'oubliez pas que la satisfaction de vos clients est directement li\u00e9e \u00e0 la rentabilit\u00e9 - les clients heureux ach\u00e8tent davantage et recommandent d'autres clients.<\/p>\n\n\n\n



Net Promoter\u00ae et NPS\u00ae sont des marques d\u00e9pos\u00e9es de Satmetrix Systems, Inc, Bain & Company et Fred Reichheld.<\/p>", "protected": false }, "excerpt": { "rendered": "

\" Sonder vos clients existants \" est une suggestion courante pour aider votre entreprise \u00e0 se d\u00e9velopper. 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