{"id":1405,"date":"2017-05-05T17:11:00","date_gmt":"2017-05-05T21:11:00","guid":{"rendered":"https:\/\/www.adhoc-recherche.com\/?p=1405"},"modified":"2022-05-25T17:12:02","modified_gmt":"2022-05-25T21:12:02","slug":"satisfaction-garantie","status":"publish","type":"post","link":"https:\/\/www.adhoc-recherche.com\/en\/satisfaction-garantie\/","title":{"rendered":"SATISFACTION GARANTIE"},"content":{"rendered":"<p class=\"wp-block-paragraph\" style=\"font-size:13px\">J\u2019ai r\u00e9cemment fait l\u2019ouverture d\u2019un compte dans une institution financi\u00e8re pr\u00e8s de chez moi. C\u2019\u00e9tait ma premi\u00e8re exp\u00e9rience \u00e0 cet \u00e9tablissement, et, somme toute, mon exp\u00e9rience fut satisfaisante, bien que quelques probl\u00e8mes techniques aient \u00e9tir\u00e9 la rencontre plus longtemps que pr\u00e9vu.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:13px\">Quelques jours apr\u00e8s, j\u2019ai re\u00e7u un appel d\u2019une firme de recherche pour sonder ma satisfaction envers cette premi\u00e8re exp\u00e9rience. Curieuse de nature, j\u2019ai bien s\u00fbr accept\u00e9 de r\u00e9pondre. \u00c0 la toute fin de l\u2019entrevue, l\u2019intervieweur m\u2019a demand\u00e9 si j\u2019acceptais d\u2019\u00eatre appel\u00e9e, au besoin, par un repr\u00e9sentant de l\u2019institution financi\u00e8re. J\u2019ai acquiesc\u00e9, tout en me disant qu\u2019il serait tr\u00e8s peu probable qu\u2019on me recontacte, mon \u00e9valuation des services ayant \u00e9t\u00e9 plut\u00f4t positive.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:13px\">\u00c0 ma grande surprise, j\u2019ai re\u00e7u deux semaines plus tard un appel du directeur de l\u2019\u00e9tablissement. Il souhaitait, malgr\u00e9 mon \u00e9valuation positive, en conna\u00eetre davantage sur les probl\u00e8mes techniques qui \u00e9taient survenus lors de mon entretien et, ultimement, identifier les \u00e9l\u00e9ments qui pourraient \u00eatre am\u00e9lior\u00e9s. \u00c9tonnant, non?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:13px\"><img decoding=\"async\" src=\"https:\/\/www.adhoc-recherche.com\/app\/thirdparty\/phpthumb\/phpThumb.php?src=%2Fapp%2Fuploads%2Fimages%2Fblog%2Fo6xihy0_small.jpg&amp;q=100&amp;w=615&amp;hash=611ef5161fbfc567952574219ded91ff\" alt=\"\">Cette tendance semble pourtant prendre de l\u2019ampleur dans le domaine de la gestion de la satisfaction de la client\u00e8le. En effet, il est de plus en plus courant que nos clients demandent \u00e0 acc\u00e9der, avec le consentement des r\u00e9pondants, aux r\u00e9sultats d\u00e9taill\u00e9s de leurs \u00e9tudes de satisfaction. Leur but? Pouvoir recontacter eux-m\u00eames les consommateurs, tant les satisfaits que les insatisfaits, afin d\u2019identifier les gestes \u00e0 poser, m\u00eame mineurs, qui permettront de faire briller leur service \u00e0 la client\u00e8le et de d\u00e9marquer leur entreprise.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:13px\">Plus pr\u00e9cis\u00e9ment, cette strat\u00e9gie offre les deux avantages suivants&nbsp;:<\/p>\n\n\n\n<ol class=\"wp-block-list\" style=\"font-size:13px\"><li>L\u2019entreprise a l\u2019opportunit\u00e9 d\u2019\u00e9tablir&nbsp;<strong>un contact direct et plus personnel<\/strong>&nbsp;avec le consommateur et ainsi de&nbsp;<strong>renforcer son lien<\/strong>&nbsp;avec ce dernier. En effet, une fois la discussion termin\u00e9e, le consommateur conna\u00eet d\u00e9sormais \u00ab&nbsp;Fran\u00e7ois, le directeur de la banque&nbsp;\u00bb, un type \u00ab&nbsp;\u00e9minemment sympathique&nbsp;\u00bb qui s\u2019int\u00e9resse vraiment \u00e0 ce qu\u2019il pense.<\/li><li>En outre, une telle d\u00e9marche permet&nbsp;<strong>un approfondissement<\/strong>&nbsp;(au-del\u00e0 du verbatim des questions ouvertes) des divers enjeux d\u2019importance pour les clients en laissant au consommateur une deuxi\u00e8me chance d\u2019exprimer des pr\u00e9occupations auxquelles il n\u2019aurait pas pens\u00e9&nbsp;<em>a priori<\/em>&nbsp;ou de poser des questions auxquelles l\u2019intervieweur n\u2019aurait pu r\u00e9pondre.<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:13px\"><br>Si vous ou l\u2019un de vos clients songez \u00e0 adopter cette approche, plusieurs r\u00e8gles de base sont incontournables avant d\u2019instaurer un tel syst\u00e8me\u00a0:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:13px\">1-&nbsp;&nbsp;&nbsp;&nbsp; Lors de la conception de votre questionnaire de satisfaction, demandez syst\u00e9matiquement la&nbsp;<strong>permission des clients<\/strong>&nbsp;pour pouvoir les recontacter par la suite et pour avoir acc\u00e8s \u00e0 leurs r\u00e9ponses de sondage. Autrement, leurs donn\u00e9es sont confidentielles et vous ne pourrez pas les lier avec l\u2019identit\u00e9 des r\u00e9pondants.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:13px\">2-&nbsp;&nbsp;&nbsp;&nbsp; Assurez-vous que le repr\u00e9sentant de l\u2019entreprise qui recontactera les consommateurs ait suffisamment d\u2019<strong>habilet\u00e9s communicationnelles&nbsp;<\/strong>(lire&nbsp;: tact, \u00e9coute, ouverture \u00e0 la critique) et de&nbsp;<strong>pouvoir d\u00e9cisionnel<\/strong>&nbsp;pour r\u00e9agir rapidement en cas de demandes particuli\u00e8res faites par les clients. \u00c9vitez surtout de promettre quoi que ce soit qui risquerait d\u2019\u00eatre refus\u00e9 par la suite!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:13px\">3-&nbsp;&nbsp;&nbsp;&nbsp; \u00c9tudiez bien les donn\u00e9es de votre \u00e9tude afin de&nbsp;<strong>contacter les bonnes personnes<\/strong>&nbsp;et de vous sauver des co\u00fbts&nbsp;: un client globalement satisfait, mais dont certains \u00e9nonc\u00e9s secondaires s\u2019av\u00e8rent moins performants, poss\u00e8de un fort potentiel de recommandations constructives, qui autrement seraient pass\u00e9es inaper\u00e7ues.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:13px\">Dans le cas de mon institution financi\u00e8re, j\u2019ai profit\u00e9 de ma discussion avec le directeur de l\u2019\u00e9tablissement pour mentionner une foule de d\u00e9tails et de pistes d\u2019am\u00e9liorations non discut\u00e9es lors du sondage quantitatif. En plus de donner des id\u00e9es \u00e0 l\u2019entreprise, cette exp\u00e9rience a assur\u00e9ment contribu\u00e9 \u00e0 renforcer mon all\u00e9geance \u00e0 son \u00e9gard, et je la recommanderai avec joie \u00e0 quiconque se cherche un nouvel endroit pour g\u00e9rer ses finances! Payant, n\u2019est-ce pas?<\/p>","protected":false},"excerpt":{"rendered":"<p>J&rsquo;ai r\u00e9cemment fait l&rsquo;ouverture d&rsquo;un compte dans une institution financi\u00e8re pr\u00e8s de chez moi. C&rsquo;\u00e9tait ma premi\u00e8re exp\u00e9rience \u00e0 cet \u00e9tablissement, et, somme toute, mon exp\u00e9rience fut satisfaisante, bien que quelques probl\u00e8mes techniques aient \u00e9tir\u00e9 la rencontre plus longtemps que pr\u00e9vu. Quelques jours apr\u00e8s, j&rsquo;ai re\u00e7u un appel d&rsquo;une firme de recherche pour sonder ma satisfaction envers cette premi\u00e8re exp\u00e9rience. Curieuse de nature, j&rsquo;ai bien s\u00fbr accept\u00e9 de r\u00e9pondre. \u00c0 la toute fin de l&rsquo;entrevue, l&rsquo;intervieweur m&rsquo;a demand\u00e9 si j&rsquo;acceptais d&rsquo;\u00eatre appel\u00e9e, au besoin, par un repr\u00e9sentant de l&rsquo;institution financi\u00e8re. J&rsquo;ai acquiesc\u00e9, tout en me disant qu&rsquo;il serait tr\u00e8s peu probable qu&rsquo;on me recontacte, mon \u00e9valuation des services ayant \u00e9t\u00e9 plut\u00f4t positive<\/p>","protected":false},"author":21,"featured_media":1406,"comment_status":"open","ping_status":"open","sticky":false,"template":"templates\/template-blog.php","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[9,12],"tags":[],"class_list":["post-1405","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-mesures-de-satisfaction-de-la-clientele","category-sondages-telephoniques"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>SATISFACTION GARANTIE - Ad Hoc Recherche<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.adhoc-recherche.com\/en\/satisfaction-garantie\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SATISFACTION GARANTIE - Ad Hoc Recherche\" \/>\n<meta property=\"og:description\" content=\"J&#039;ai r\u00e9cemment fait l&#039;ouverture d&#039;un compte dans une institution financi\u00e8re pr\u00e8s de chez moi. C&#039;\u00e9tait ma premi\u00e8re exp\u00e9rience \u00e0 cet \u00e9tablissement, et, somme toute, mon exp\u00e9rience fut satisfaisante, bien que quelques probl\u00e8mes techniques aient \u00e9tir\u00e9 la rencontre plus longtemps que pr\u00e9vu. Quelques jours apr\u00e8s, j&#039;ai re\u00e7u un appel d&#039;une firme de recherche pour sonder ma satisfaction envers cette premi\u00e8re exp\u00e9rience. Curieuse de nature, j&#039;ai bien s\u00fbr accept\u00e9 de r\u00e9pondre. \u00c0 la toute fin de l&#039;entrevue, l&#039;intervieweur m&#039;a demand\u00e9 si j&#039;acceptais d&#039;\u00eatre appel\u00e9e, au besoin, par un repr\u00e9sentant de l&#039;institution financi\u00e8re. 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