{"id":290030,"date":"2016-03-30T09:10:00","date_gmt":"2016-03-30T08:10:00","guid":{"rendered":"https:\/\/ac-franchise.be\/fidelis-by-mobalpa-objectif-100-satisfaction-client-4062"},"modified":"2016-03-30T09:10:00","modified_gmt":"2016-03-30T08:10:00","slug":"fidelis-by-mobalpa-objectif-100-satisfaction-client-4062","status":"publish","type":"post","link":"https:\/\/ac-franchise.be\/article\/fidelis-by-mobalpa-objectif-100-satisfaction-client-4062","title":{"rendered":"FIDELIS by Mobalpa : objectif 100 % satisfaction client"},"content":{"rendered":"
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Des enqu\u00eates men\u00e9es aupr\u00e8s des prospects, clients et distributeurs tout au long de l\u2019ann\u00e9e ; Fidelis, c\u2019est tout un programme qui vient servir la d\u00e9marche d\u2019am\u00e9lioration continue de la franchise Mobalpa, pour tenir un engagement vieux de 60 ans, et plus que jamais d\u2019actualit\u00e9 : garantir la satisfaction du client.<\/span><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Du terrain \u00e0 l\u2019enseigne : une remont\u00e9e d\u2019informations en continu<\/h3>\n
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1. Mobalpa s\u2019assure de la qualit\u00e9 d\u2019accueil de ses prospects, avec l\u2019envoi de clients myst\u00e8res en magasin. Effectu\u00e9es par un organisme ind\u00e9pendant et expert dans son domaine, ces visites permettent, via une grille de crit\u00e8res tr\u00e8s compl\u00e8te, d\u2019\u00e9valuer la qualit\u00e9 d\u2019accueil, \u00e0 travers le ressenti et le retour d\u2019exp\u00e9rience du consommateur.<\/p>\n

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2. Le niveau de satisfaction des clients<\/b> est, lui, mesur\u00e9 au travers d\u2019une enqu\u00eate r\u00e9alis\u00e9e aupr\u00e8s de tous les acheteurs de cuisines et salles de bains Mobalpa. <\/p>\n

Pas moins de 15 000 enqu\u00eates par an sont ainsi conduites sur Internet ou par t\u00e9l\u00e9phone par une soci\u00e9t\u00e9 sp\u00e9cialis\u00e9e. Elles permettent de mesurer la qualit\u00e9 de la prise en charge et de l\u2019accompagnement du client, de la phase de conception jusqu\u2019\u00e0 l\u2019installation compl\u00e8te.<\/p>\n

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3. Enfin, la qualit\u00e9 du partenariat entre Mobalpa et ses distributeurs<\/b> est \u00e9galement mesur\u00e9e gr\u00e2ce \u00e0 des enqu\u00eates t\u00e9l\u00e9phoniques ou sur Internet r\u00e9alis\u00e9es par un prestataire ind\u00e9pendant deux fois par an.<\/div>\n
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Des produits d\u00e9velopp\u00e9s aux formations dispens\u00e9es, des op\u00e9rations commerciales aux outils de merchandising : c\u2019est toute la politique d\u2019accompagnement de l\u2019enseigne<\/b> qui est ainsi<\/div>\n
\u00e9valu\u00e9e.<\/div>\n<\/div>\n<\/div><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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De l\u2019enseigne au terrain : une volont\u00e9 d\u2019am\u00e9lioration continue<\/h3>\n
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Fort des r\u00e9sultats obtenus, le programme ne s\u2019arr\u00eate pas l\u00e0. Au-del\u00e0 du constat, l\u2019objectif est de cibler pour chaque public les points positifs et les points \u00e0 am\u00e9liorer, pour ensuite \u00e9laborer des plans d\u2019actions qui se veulent les plus op\u00e9rationnels possibles. <\/div>\n
Objectif avou\u00e9 : accompagner les distributeurs et l\u2019enseigne dans une d\u00e9marche d\u2019am\u00e9lioration continue.<\/div>\n

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Les r\u00e9sultats d\u2019enqu\u00eates men\u00e9es sur l\u2019accueil comme sur la gestion des projets sont communiqu\u00e9s et expliqu\u00e9s aux magasins par les animateurs r\u00e9seaux. Ils s\u2019accompagnent de conseils, de remarques positives et de mesures d\u2019optimisation permettant d\u2019am\u00e9liorer la prise en charge des prospects et clients.
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Gr\u00e2ce aux retours donn\u00e9s par ses distributeurs, l\u2019enseigne s\u2019attache de son c\u00f4t\u00e9, \u00e0 faire \u00e9voluer son offre produits et sa politique d\u2019accompagnement, pour permettre aux distributeurs d\u2019\u00eatre au plus proche des attentes du march\u00e9 et au plus pr\u00e8s de leurs objectifs de d\u00e9veloppement.<\/span><\/p>\n<\/div>\n
Ce programme, qui fait appara\u00eetre des r\u00e9sultats tr\u00e8s positifs en mati\u00e8re de satisfaction client, n\u2019\u00e9chappe pas \u00e0 la r\u00e8gle d\u2019am\u00e9lioration continue. Parmi les points du programme \u00e0 optimiser : les outils de restitution<\/div>\n
des r\u00e9sultats, que l\u2019enseigne souhaite davantage interactifs et op\u00e9rationnels, pour un accompagnement toujours plus efficace des distributeurs, et une satisfaction toujours plus<\/div>\n
grande des clients.<\/div>\n

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Des enqu\u00eates men\u00e9es aupr\u00e8s des prospects, clients et distributeurs tout au long de l\u2019ann\u00e9e ; Fidelis, c\u2019est tout un programme qui vient servir la d\u00e9marche d\u2019am\u00e9lioration continue de la franchise Mobalpa, pour tenir un engagement vieux de 60 ans, et plus que jamais d\u2019actualit\u00e9 : garantir la satisfaction du client. Du terrain \u00e0 l\u2019enseigne : une […]<\/p>\n","protected":false},"author":7772,"featured_media":290028,"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":[2],"tags":[],"class_list":["post-290030","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites-des-reseaux","entry","has-media"],"acf":[],"yoast_head":"\nFIDELIS by Mobalpa : objectif 100 % satisfaction client<\/title>\n<meta name=\"description\" content=\"Des enqu\u00eates men\u00e9es aupr\u00e8s des prospects, clients et distributeurs tout au long de l\u2019ann\u00e9e ; 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