{"id":340,"date":"2026-03-10T09:00:00","date_gmt":"2026-03-10T08:00:00","guid":{"rendered":"https:\/\/www.facture.net\/blog\/?p=340"},"modified":"2026-03-10T09:00:04","modified_gmt":"2026-03-10T08:00:04","slug":"enquete-satisfaction-client","status":"publish","type":"post","link":"https:\/\/www.facture.net\/blog\/enquete-satisfaction-client\/","title":{"rendered":"Comment faire une enqu\u00eate de satisfaction client&nbsp;?"},"content":{"rendered":"\n<p>Constamment \u00e9valu\u00e9, l\u2019entrepreneur n\u2019a plus le droit \u00e0 l\u2019erreur et la satisfaction client est un jeu essentiel \u00e0 prendre en compte. La publication d\u2019un avis n\u00e9gatif sur le net impacte directement son image de marque. Si l\u2019erreur est humaine, il est toutefois possible de limiter les faux pas. La solution&nbsp;: r\u00e9aliser une <strong>enqu\u00eate de satisfaction<\/strong> client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">D\u00e9finir l\u2019objectif de l&#8217;enqu\u00eate de satisfaction<\/h2>\n\n\n\n<p>La premi\u00e8re \u00e9tape d\u2019une enqu\u00eate de satisfaction client est de <strong>d\u00e9finir vos objectifs<\/strong>. Vous souhaitez conna\u00eetre l\u2019avis des consommateurs sur un nouveau produit&nbsp;? Vous avez identifi\u00e9 une baisse du panier moyen&nbsp;? Vous voulez r\u00e9colter l\u2019opinion de vos clients sur vos services&nbsp;? <strong>Orientez votre questionnaire<\/strong> afin qu\u2019il vous apporte des r\u00e9ponses en concordance avec vos besoins.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Cibler les bons r\u00e9pondants pour votre enqu\u00eate<\/h2>\n\n\n\n<p>\u00c0 moins que vous n\u2019envisagiez de r\u00e9aliser une enqu\u00eate de satisfaction qui mesure l\u2019exp\u00e9rience client dans sa globalit\u00e9, vous devez cibler les consommateurs qui r\u00e9pondent \u00e0 un certain nombre de crit\u00e8res. Vous pouvez d\u00e9finir votre audience cible&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00c2ge<\/li>\n\n\n\n<li>Sexe<\/li>\n\n\n\n<li>Habitudes de consommation<\/li>\n\n\n\n<li>Ann\u00e9es de fid\u00e9lit\u00e9<\/li>\n\n\n\n<li>P\u00e9riode d\u2019inactivit\u00e9<\/li>\n\n\n\n<li>\u2026<\/li>\n<\/ul>\n\n\n\n<p>Pensez \u00e9galement \u00e0 d\u00e9finir votre \u00e9chantillon en fonction de son impact sur votre chiffre d\u2019affaires. Si un type de clients repr\u00e9sente 75&nbsp;% de votre CA, vous devez interroger un maximum de ces personnes. Leur avis est essentiel pour la poursuite de votre activit\u00e9.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Choisir la fr\u00e9quence de vos enqu\u00eates de satisfaction client<\/h2>\n\n\n\n<p>La p\u00e9riodicit\u00e9 de votre enqu\u00eate de satisfaction d\u00e9pend du service \u00e9tudi\u00e9 et de la fr\u00e9quence d\u2019utilisation des clients. <\/p>\n\n\n\n<p>Attention toutefois \u00e0 ne pas lasser vos clients avec des enqu\u00eates trop fr\u00e9quentes&nbsp;! S\u2019il est compr\u00e9hensible qu\u2019un club de vacances effectue une enqu\u00eate lors de chaque passage d\u2019un client, cela n\u2019est pas envisageable pour un magasin de v\u00eatements.<\/p>\n\n\n\n<p>Par contre, il est pertinent d\u2019effectuer une <strong>enqu\u00eate de satisfaction<\/strong> unique apr\u00e8s un lancement de produit afin de recueillir les impressions des premiers consommateurs.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Cr\u00e9er un questionnaire simple et efficace<\/h2>\n\n\n\n<p>Pour \u00eatre efficace, une enqu\u00eate de satisfaction client doit&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00catre rapide<\/li>\n\n\n\n<li>\u00catre facilement compr\u00e9hensible<\/li>\n\n\n\n<li>Dot\u00e9e d\u2019une \u00e9chelle d\u2019\u00e9valuation quantifiable<\/li>\n<\/ul>\n\n\n\n<p>Privil\u00e9giez les notes chiffr\u00e9es (par exemple de 1 \u00e0 10) ou les cryptogrammes aux demandes d\u2019avis. Si vous souhaitez obtenir des d\u00e9tails sur la note indiqu\u00e9e par le consommateur, laissez un espace suppl\u00e9mentaire pour qu\u2019il puisse s\u2019exprimer.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Choisir le bon canal de diffusion<\/h2>\n\n\n\n<p>Le canal de diffusion de votre enqu\u00eate de satisfaction et tr\u00e8s important. Si vous diffusez vous-m\u00eame l\u2019enqu\u00eate, l\u2019<strong>email<\/strong> est le moyen le plus simple d\u2019atteindre vos consommateurs.<\/p>\n\n\n\n<p>Si vous avez un point de vente physique, une autre option souvent utilis\u00e9e en est la machine \u00e0 avis plac\u00e9e \u00e0 la sortie du magasin. Elle permet aux clients de noter le taux de satisfaction ressenti au moment de leur achat (excellent, bien, mauvais).<\/p>\n\n\n\n<p>Il est \u00e9galement possible d&#8217;externaliser vos enqu\u00eates aupr\u00e8s de soci\u00e9t\u00e9s de sondage. Elles utilisent un canal que vous aurez d\u00e9termin\u00e9 ensemble (t\u00e9l\u00e9phone, entretien face \u00e0 face\u2026) pour aller \u00e0 la rencontre de votre client\u00e8le.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Analyser les r\u00e9sultats de votre enqu\u00eate de satisfaction et les diffuser<\/h2>\n\n\n\n<p>Une fois l\u2019enqu\u00eate effectu\u00e9e, il est temps d\u2019<strong>analyser les r\u00e9sultats<\/strong>. On peut imaginer un calcul du nombre de points obtenus pour chaque service ou de clients insatisfaits. Dans le cas d\u2019une enqu\u00eate r\u00e9currente, il peut \u00eatre pertinent de comparer ces r\u00e9sultats \u00e0 ceux de l\u2019\u00e9dition pr\u00e9c\u00e9dente.<\/p>\n\n\n\n<p>\u00c0 vous de cr\u00e9er un syst\u00e8me de priorisation des actions \u00e0 mener en fonction des r\u00e9sultats. Votre enqu\u00eate de satisfaction vous aura permis de voir sur quels leviers jouer pour augmenter la satisfaction de vos clients.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Votre enqu\u00eate d\u00e9montre que vos clients sont satisfaits de vos services&nbsp;? Parfait&nbsp;! Pensez \u00e0 communiquer sur les r\u00e9sultats de votre enqu\u00eate. Communiquez-les aussi en interne. Cela motivera vos \u00e9quipes.<\/li>\n\n\n\n<li>Les r\u00e9sultats obtenus ne sont pas \u00e0 la hauteur de vos esp\u00e9rances&nbsp;? Servez-vous-en pour cr\u00e9er avec les responsables des services concern\u00e9s un plan d\u2019action \u00e0 mettre en place .<\/li>\n<\/ul>\n\n\n\n<p>Bien men\u00e9e, l\u2019<strong>enqu\u00eate de satisfaction client<\/strong> permet de r\u00e9soudre d\u2019\u00e9ventuels probl\u00e8mes que vous auriez mis plus de temps \u00e0 d\u00e9tecter sans avoir eu le retour des consommateurs. Elle vous offre aussi la possibilit\u00e9 de d\u00e9finir les envies de vos clients et d\u2019identifier les points faibles de votre entreprise ou encore de pr\u00e9parer votre <a href=\"https:\/\/www.facture.net\/blog\/principes-service-client-qualite\/\">service client<\/a> aux \u00e9ventuelles remarques des clients.<\/p>\n\n\n\n<p>Pour g\u00e9rer votre liste de client, utilisez <a href=\"https:\/\/www.facture.net\/\">Facture.net<\/a>, notre outil de facturation et CRM 100% gratuit.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Constamment \u00e9valu\u00e9, l\u2019entrepreneur n\u2019a plus le droit \u00e0 l\u2019erreur et la satisfaction client est un jeu essentiel \u00e0 prendre en compte. La publication d\u2019un avis n\u00e9gatif sur le net impacte directement son image de marque. Si l\u2019erreur est humaine, il est toutefois possible de limiter les faux pas. La solution&nbsp;: r\u00e9aliser une enqu\u00eate de satisfaction [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":10417,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[30],"tags":[],"class_list":["post-340","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Comment faire une enqu\u00eate de satisfaction client ?<\/title>\n<meta name=\"description\" content=\"Constamment \u00e9valu\u00e9, l\u2019entrepreneur n\u2019a plus le droit \u00e0 l\u2019erreur et la satisfaction client est un jeu essentiel \u00e0 prendre en compte. 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