{"id":817397,"date":"2016-07-26T04:36:18","date_gmt":"2016-07-26T11:36:18","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/5-etapes-simples-planifier-360-degres-enquete-de-retour-client\/"},"modified":"2023-09-25T06:10:05","modified_gmt":"2023-09-25T06:10:05","slug":"5-etapes-simples-planifier-360-degres-enquete-de-retour-client","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/fr\/5-etapes-simples-planifier-360-degres-enquete-de-retour-client\/","title":{"rendered":"5 \u00e9tapes simples pour planifier une enqu\u00eate de feedback client \u00e0 360 degr\u00e9s"},"content":{"rendered":"<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2016\/07\/5-simple-steps-to-design-an-effective-360-degree-customer-feedback-survey-1.jpg\" alt=\"5 &#xE9;tapes simples pour concevoir une enqu&#xEA;te de feedback client &#xE0; 360 degr&#xE9;s efficace\" class=\"wp-image-27645\"\/><\/figure><\/div>\n<p>Avec l&rsquo;\u00e9mergence de plates-formes d&rsquo;enqu\u00eates \u00e0 r\u00e9aliser soi-m\u00eame, telles que QuestionPro, de nombreuses entreprises qui auraient d\u00fb consacrer des ressources importantes \u00e0 l&rsquo;externalisation de leurs enqu\u00eates de satisfaction de la client\u00e8le, ram\u00e8nent d\u00e9sormais le processus \u00e0 la maison.<\/p>\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-french.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/fr\/wp-json\/wp\/v2\/posts\/817397\/&amp;lang=fr&amp;cat=cx-fr|experience-client-fr\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n<p>Si la cr\u00e9ation, l&rsquo;envoi, la r\u00e9ception et l&rsquo;analyse des enqu\u00eates se font sans effort gr\u00e2ce \u00e0 des plateformes telles que Customer Experience, ce qui peut laisser certains dirigeants perplexes, c&rsquo;est ce qui vient bien avant : la planification.<\/p>\n\n<p>Voici donc 5 conseils simples et efficaces pour planifier votre enqu\u00eate de satisfaction client \u00e0 <a href=\"https:\/\/www.questionpro.com\/blog\/fr\/enquete-a-360-degres\/\">360 degr\u00e9s<\/a>:<\/p>\n\n<p><strong>1.) Micro ou macro :<\/strong> La premi\u00e8re \u00e9tape consiste \u00e0 d\u00e9terminer le type d&rsquo;enqu\u00eate que vous souhaitez mener. Si votre client\u00e8le est jeune et occup\u00e9e, il vous sera beaucoup plus facile d&rsquo;obtenir des r\u00e9ponses de leur part si vous divisez votre enqu\u00eate en micro-enqu\u00eates. Toutefois, si votre enqu\u00eate est logique, c&rsquo;est-\u00e0-dire que certaines questions d\u00e9pendent de la r\u00e9ponse aux questions pr\u00e9c\u00e9dentes, il sera plus facile d&rsquo;obtenir la r\u00e9ponse \u00e0 l&rsquo;ensemble de l&rsquo;enqu\u00eate en une seule fois, m\u00eame si vos clients peuvent avoir besoin de quelques rappels pour compl\u00e9ter le retour d&rsquo;information.<\/p>\n\n<p><strong>2.) Questions g\u00e9n\u00e9rales ou logique et embranchements :<\/strong> souvent, les enqu\u00eates n\u00e9cessitent une logique et des embranchements complexes pour \u00eatre efficaces. En d&rsquo;autres termes, au lieu d&rsquo;utiliser des questions g\u00e9n\u00e9rales pour tous vos clients, vous pouvez personnaliser les questions suivantes en fonction des r\u00e9ponses donn\u00e9es aux questions pr\u00e9c\u00e9dentes. Si votre retour d&rsquo;information ne vise qu&rsquo;\u00e0 obtenir des id\u00e9es de base sur l&rsquo;exp\u00e9rience client, vous n&rsquo;aurez peut-\u00eatre pas besoin d&rsquo;enqu\u00eates trop complexes. Toutefois, si vous souhaitez obtenir des informations approfondies, vous devrez passer du temps \u00e0 utiliser des options de logique et de branchement avanc\u00e9es.<\/p>\n\n<p><strong>3.) Questions ferm\u00e9es ou ouvertes :<\/strong> Dans la plupart des cas, vous utiliserez un m\u00e9lange des deux. Il est vrai qu&rsquo;en mati\u00e8re d&rsquo;analyse, il est plus facile d&rsquo;obtenir des informations concr\u00e8tes \u00e0 partir de questions ferm\u00e9es auxquelles les clients ne peuvent r\u00e9pondre qu&rsquo;\u00e0 partir d&rsquo;une s\u00e9rie d&rsquo;options donn\u00e9es. Le seul risque est que la liste des options soit trop longue. Dans ce cas, 4 \u00e0 5 options avec la possibilit\u00e9 de saisir l&rsquo;autre r\u00e9ponse peuvent \u00eatre la meilleure solution. Vous pouvez m\u00eame choisir de laisser toute la r\u00e9ponse ouverte en cas de \u00ab\u00a0r\u00e9ponses qualitatives\u00a0\u00bb.<\/p>\n\n<p><strong>4.) Le mode de distribution :<\/strong> L&rsquo;ensemble de votre approche des enqu\u00eates peut changer en fonction de la mani\u00e8re dont vous souhaitez recueillir les r\u00e9ponses. Si vous \u00eates une entreprise B2C et que vous disposez d&rsquo;une base de clients importante sur les plateformes de m\u00e9dias sociaux, des questions de type sondage rapide peuvent vous apporter beaucoup plus de r\u00e9ponses que des liens int\u00e9gr\u00e9s. Si vous utilisez l&rsquo;int\u00e9gration d&rsquo;enqu\u00eates par SMS ou par courrier \u00e9lectronique, vous avez la possibilit\u00e9 de r\u00e9aliser des enqu\u00eates plus longues et plus complexes.<\/p>\n\n<p><strong>5.) Enqu\u00eates multiples ou uniques :<\/strong> Certaines organisations, en particulier celles qui vendent des biens de consommation et des services, peuvent avoir des clients appartenant \u00e0 des cat\u00e9gories d\u00e9mographiques diff\u00e9rentes et les questions devront \u00eatre personnalis\u00e9es en fonction de certains aspects tels que l&rsquo;\u00e2ge, le sexe, la situation g\u00e9ographique, etc. Si la logique de l&rsquo;enqu\u00eate et les m\u00e9canismes d&#8217;embranchement peuvent \u00eatre d&rsquo;une grande aide, une autre option consiste \u00e0 cr\u00e9er des <a href=\"https:\/\/www.questionpro.com\/blog\/fr\/enquete-aupres-des-consommateurs-2\/\">enqu\u00eates de consommation<\/a> diff\u00e9rentes pour des groupes diff\u00e9rents. Bien que cela soit possible lorsque vous disposez de toutes les donn\u00e9es n\u00e9cessaires sur les clients pour les identifier correctement, l&rsquo;avantage particulier de cette m\u00e9thode est que la langue et le ton peuvent \u00eatre d\u00e9finis pour attirer au mieux les r\u00e9ponses sans rendre la logique de l&rsquo;enqu\u00eate trop complexe.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Avec l&rsquo;\u00e9mergence de plates-formes d&rsquo;enqu\u00eates \u00e0 r\u00e9aliser soi-m\u00eame, telles que QuestionPro, de nombreuses entreprises qui auraient d\u00fb consacrer des ressources [&hellip;]<\/p>\n","protected":false},"author":70,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1441,1466],"tags":[1448],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 \u00e9tapes simples pour planifier une enqu\u00eate de feedback client \u00e0 360 degr\u00e9s | QuestionPro<\/title>\n<meta name=\"description\" content=\"Voici 5 \u00e9tapes simples pour planifier une enqu\u00eate de retour d&#039;information bien con\u00e7ue \u00e0 l&#039;aide d&#039;outils d&#039;enqu\u00eate en ligne.\" \/>\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.questionpro.com\/blog\/fr\/5-etapes-simples-planifier-360-degres-enquete-de-retour-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 \u00e9tapes simples pour planifier une enqu\u00eate de feedback client \u00e0 360 degr\u00e9s | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Voici 5 \u00e9tapes simples pour planifier une enqu\u00eate de retour d&#039;information bien con\u00e7ue \u00e0 l&#039;aide d&#039;outils d&#039;enqu\u00eate en ligne.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/fr\/5-etapes-simples-planifier-360-degres-enquete-de-retour-client\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta 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