{"id":289595,"date":"2016-06-12T16:48:00","date_gmt":"2016-06-12T15:48:00","guid":{"rendered":"https:\/\/ac-franchise.be\/lenquete-mystere-au-service-du-client-6176"},"modified":"2016-06-12T16:48:00","modified_gmt":"2016-06-12T15:48:00","slug":"lenquete-mystere-au-service-du-client-6176","status":"publish","type":"post","link":"https:\/\/ac-franchise.be\/article\/lenquete-mystere-au-service-du-client-6176","title":{"rendered":"L’enqu\u00eate myst\u00e8re au service du client"},"content":{"rendered":"
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La technique du client myst\u00e8re est largement utilis\u00e9e par les grandes enseignes <\/b>et les r\u00e9seaux de franchise. Un investissement qui permet d’\u00e9valuer les \u00e9quipes. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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<\/a> <\/div>\n
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Son but est de donner au chef d’entreprise une vision assez objective de la fa\u00e7on dont le client est accueilli, servi, conseill\u00e9 en boutique.<\/h3>\n
Le co\u00fbt de l’op\u00e9ration se calcule selon la dimension de l’op\u00e9ration,<\/b> les informations collect\u00e9es, le nombre de points de vente visit\u00e9s et le nombre de visites r\u00e9alis\u00e9es. Une visite est factur\u00e9e entre 80 et 150 euros. Le tarif forfaitaire varie \u00e9galement en fonction du nombre de crit\u00e8res analys\u00e9s. <\/p>\n

Le prestataire d\u00e9finit avec l’enseigne les objectifs tr\u00e8s pr\u00e9cis de l’enqu\u00eate et pr\u00e9pare le questionnaire qui sera rempli par les clients myst\u00e8res : 20 \u00e0 500 items selon les cas. A la fin le prestataire collecte l’ensemble des r\u00e9sultats, les analyse et remet un rapport en faisant ressortir les points forts et les points faibles de l’\u00e9quipe de vente. <\/p>\n

S’il y a moins de dix points de vente, les professionnels recommandent de faire au moins trois ou quatre visites afin de dresser un \u00e9tat des lieux r\u00e9aliste. Pour les toutes petites structures les forfaits peuvent \u00eatre modul\u00e9s. Les prestataires des enqu\u00eates myst\u00e8res sont des cabinets sp\u00e9cialis\u00e9s, des instituts de sondage, parfois des junior-entreprises mais nous recommandons de passer par des sp\u00e9cialistes. Ils peuvent aussi faire des recommandations et proposer d’accompagner leurs clients dans la mise en place de formations ou de coaching des \u00e9quipes. Il est le plus souvent conseill\u00e9 de renouveler les enqu\u00eates myst\u00e8res tous les trimestres… <\/p>\n<\/div><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n

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NDLR : le syst\u00e8me est peu utilis\u00e9 encore au Maghreb mais permettrait d’all\u00e9ger le co\u00fbt du contr\u00f4le et de l’assistance des r\u00e9seaux d’origine \u00e9trang\u00e8re.<\/p>\n

La r\u00e9daction vous recommande cet article : <\/i>Les clients myst\u00e8res sont tr\u00e8s utilis\u00e9s dans les franchises, groupements et succursales<\/i><\/a>.<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

La technique du client myst\u00e8re est largement utilis\u00e9e par les grandes enseignes et les r\u00e9seaux de franchise. Un investissement qui permet d’\u00e9valuer les \u00e9quipes. Son but est de donner au chef d’entreprise une vision assez objective de la fa\u00e7on dont le client est accueilli, servi, conseill\u00e9 en boutique. Le co\u00fbt de l’op\u00e9ration se calcule selon […]<\/p>\n","protected":false},"author":1,"featured_media":289596,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"","ocean_second_sidebar":"","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"","ocean_custom_header_template":"","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"","ocean_menu_typo_font_family":"","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"on","ocean_gallery_id":[],"footnotes":""},"categories":[3],"tags":[137],"class_list":["post-289595","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites-de-la-franchise","tag-marketing","entry","has-media"],"acf":[],"yoast_head":"\nL'enqu\u00eate myst\u00e8re au service du client<\/title>\n<meta name=\"description\" content=\"La technique du client myst\u00e8re est largement utilis\u00e9e par les grandes enseignes et les r\u00e9seaux de franchise. 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