{"id":292282,"date":"2013-11-26T08:57:00","date_gmt":"2013-11-26T07:57:00","guid":{"rendered":"https:\/\/ac-franchise.be\/nouveaux-outils-pour-connaitre-la-satisfaction-des-clients"},"modified":"2013-11-26T08:57:00","modified_gmt":"2013-11-26T07:57:00","slug":"nouveaux-outils-pour-connaitre-la-satisfaction-des-clients","status":"publish","type":"post","link":"https:\/\/ac-franchise.be\/article\/nouveaux-outils-pour-connaitre-la-satisfaction-des-clients","title":{"rendered":"Nouveaux outils pour connaitre la satisfaction des clients"},"content":{"rendered":"
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Que ce soit par l\u2019interm\u00e9diaire de bornes ou d\u2019applications mobiles, les consommateurs peuvent d\u00e9sormais, donner leur avis ou formuler leurs critiques en temps r\u00e9e<\/b>l, sur le lieu d\u2019achat. Ces nouveaux outils de pr\u00e9l\u00e8vement d\u2019indice de satisfaction de la client\u00e8le sont les versions modernes des \u2018bo\u00eetes \u00e0 id\u00e9e\u2019.
D\u2019apr\u00e8s un article vu dans LSA de septembre 2013.<\/i><\/span> <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Outils de management et de fid\u00e9lit\u00e9<\/h3>\n
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Ces \u2018collectes d\u2019avis\u2019, par des bornes ou des applications, ont la particularit\u00e9 de pr\u00e9lever l\u2019avis des clients directement \u00e0 l\u2019int\u00e9rieur du magasin et certifier ainsi que c\u2019est bien le client qui interagit pour donner son avis ou ses critiques. Contrairement aux avis r\u00e9colt\u00e9s par le biais d\u2019internet qui peuvent \u00eatre faits par de \u2018faux \u2013 clients\u2019. <\/p>\n<\/div>\n
Elles permettent aussi de pr\u00e9lever des bases de donn\u00e9es int\u00e9ressantes pour les enseignes, tout en pr\u00e9servant l\u2019anonymat des clients. Par exemple, il sera possible de conna\u00eetre le taux de fid\u00e9lit\u00e9 d\u2019un client<\/b> en sachant qu\u2019il a d\u00e9j\u00e0 r\u00e9pondu \u00e0 des questions de satisfactio<\/b>n. Gr\u00e2ce au num\u00e9ro des tickets de caisse il sera possible de conna\u00eetre le montant du panier client satisfait ou insatisfait, etc.<\/p>\n<\/div>\n
Autre point positif : le personnel sachant qu\u2019il peut \u00eatre not\u00e9 sur la qualit\u00e9 de son accueil et de son service sera plus attentif et en cons\u00e9quence se sentira plus motiv\u00e9.<\/div>\n
La r\u00e9daction vous recommande cet article : <\/i>
Une bonne strat\u00e9gie de fid\u00e9lisation pour mieux conna\u00eetre ses clients<\/i><\/a><\/p>\n<\/div>\n

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Version \u2018Critizr\u2019<\/h3>\n
Cette version d\u2019application directe permet aux directeurs des magasins ou \u00e0 un autre membre de l\u2019\u00e9quipe de management de recevoir directement sur leur mobile, par mail ou par SMS, les dol\u00e9ances des clients, une minute apr\u00e8s qu\u2019elles aient \u00e9t\u00e9 \u00e9mises. L\u2019avis donn\u00e9 par le client est directement dirig\u00e9 vers la bonne personne<\/b> qui peut r\u00e9soudre tr\u00e8s rapidement le probl\u00e8me s\u2019il y a lieu. Que ce soit des critiques concernant un produit p\u00e9rim\u00e9, une erreur de prix, une attente trop longue en caisse ou un avis positif sur un nouveau rayon. L\u2019important est que l\u2019information soit re\u00e7ue rapidement pour \u00eatre r\u00e9gl\u00e9e tout aussi rapidement. <\/p>\n

Dans les magasins, (Carrefour par exemple), des totems ou des stops rayons ont \u00e9t\u00e9 install\u00e9s pr\u00e9cisant aux clients \u2018\u2019Market vous \u00e9coute\u2019\u2019. Apr\u00e8s avoir cr\u00e9e un compte qui reste anonyme, le client dispose de 300 signes pour s\u2019exprimer sur un \u00e9cran tactile<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n

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Version \u2018Visitors-Book\u2019<\/h3>\n
Cette version permet d\u2019obtenir l\u2019avis de la client\u00e8le par une question pr\u00e9cise pos\u00e9e directement sur le terminal de paiement par carte bancaire. L\u2019indice de satisfaction est collect\u00e9 par une note allant de 0 \u00e0 9. Apr\u00e8s que le paiement ait \u00e9t\u00e9 effectu\u00e9, l\u2019h\u00f4tesse de caisse sugg\u00e8re au client de donner son avis. L\u00e0 encore on a ainsi la certitude que l\u2019avis collect\u00e9 provient bien d\u2019un vrai client<\/b>. L\u2019enseigne Lapeyre a ainsi constat\u00e9 que la satisfaction client a augment\u00e9 de 10 points du fait que les employ\u00e9s se sentent concern\u00e9s<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Version \u2018Happy or not\u2019<\/h3>\n
Cette version se d\u00e9cline sous la forme d\u2019une borne \u00e0 smileys. Les Markets et D\u00e9cathlon l\u2019utilisent.<\/b> Cette borne fonctionne gr\u00e2ce \u00e0 une batterie interne. Le choix des smileys emp\u00eachent les imperfections de lecture qui peuvent \u00eatre engendr\u00e9es par des r\u00e9ponses vrais \/ faux. Sur une feuille format A3, une question pr\u00e9cise est pos\u00e9e, pouvant sonder le client sur son attente en caisse, ou sur la fra\u00eecheur d\u2019un produit… Au-dessous, se trouve quatre Smileys, allant du vert au rouge (de tr\u00e8s content \u00e0 tr\u00e8s m\u00e9content). La premi\u00e8re cons\u00e9quence positive de cette borne et qu\u2019il est d\u00e9montr\u00e9 au client que son avis compte, et la deuxi\u00e8me est que les informations peuvent \u00eatre trait\u00e9es par le magasin, \u00e0 l\u2019heure, \u00e0 la demie \u2013 journ\u00e9e ou \u00e0 la journ\u00e9e.<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Version \u2018IDTix\u2019<\/h3>\n
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L\u00e0, la question pos\u00e9e pour sonder la<\/b> client\u00e8le est imprim\u00e9e sur le ticket de caisse<\/b>. Apr\u00e8s avoir scanner le code, le client a acc\u00e8s \u00e0 une interface sur laquelle il pourra r\u00e9pondre \u00e0 une question pr\u00e9cise par un syst\u00e8me de note allant de 1 \u00e0 10. Dans un deuxi\u00e8me temps il peut \u00e9crire un message pour expliquer sa note. En trente secondes, sa r\u00e9ponse est analys\u00e9e.<\/p>\n<\/div>\n
En conclusion, on peut affirmer que les enseignes ont compris l\u2019importance de pouvoir satisfaire le client, afin de le fid\u00e9liser, de r\u00e9parer d\u2019\u00e9ventuelles erreurs et de pouvoir anticiper les demandes des consommateurs afin d\u2019\u00eatre \u00e0 m\u00eame de garder des parts de march\u00e9 et de lutter contre la concurrence.<\/div>\n
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Que ce soit par l\u2019interm\u00e9diaire de bornes ou d\u2019applications mobiles, les consommateurs peuvent d\u00e9sormais, donner leur avis ou formuler leurs critiques en temps r\u00e9el, sur le lieu d\u2019achat. Ces nouveaux outils de pr\u00e9l\u00e8vement d\u2019indice de satisfaction de la client\u00e8le sont les versions modernes des \u2018bo\u00eetes \u00e0 id\u00e9e\u2019. D\u2019apr\u00e8s un article vu dans LSA de septembre […]<\/p>\n","protected":false},"author":48,"featured_media":287589,"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":[135],"class_list":["post-292282","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites-de-la-franchise","tag-franchise-informations","entry","has-media"],"acf":[],"yoast_head":"\nNouveaux 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