{"id":1075,"date":"2016-07-09T19:15:53","date_gmt":"2016-07-09T18:15:53","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog\/?p=1075"},"modified":"2026-01-14T16:28:36","modified_gmt":"2026-01-14T15:28:36","slug":"feedback-client","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/feedback-client\/","title":{"rendered":"<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Comment collecter des<\/span>   feedback clients ?<\/div>"},"content":{"rendered":"\n<p>Le <strong>feedback client<\/strong> est une donn\u00e9e de satisfaction vis-\u00e0-vis d\u2019un produit ou d\u2019un service que l\u2019on collecte aupr\u00e8s d\u2019un consommateur. Cette information peut \u00eatre remont\u00e9e de diff\u00e9rentes fa\u00e7ons&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>plainte en direct par le consommateur aupr\u00e8s du commercial ou du vendeur,<\/li>\n\n\n\n<li>commentaire post\u00e9 sur un forum, un blog ou un site internet,<\/li>\n\n\n\n<li>campagne mise en place par l\u2019entreprise via une enqu\u00eate de satisfaction<\/li>\n<\/ul>\n\n\n\n<p>Les <strong>feedbacks clients<\/strong> permettent aux structures de mettre en place une politique qualit\u00e9 et d\u2019am\u00e9liorer le degr\u00e9 de contentement des acheteurs. Ils rassurent et confortent les consommateurs dans le processus d\u2019achat. Les entreprises augmentent ainsi leur chiffre d\u2019affaires gr\u00e2ce \u00e0 des consommateurs plus fid\u00e8les et le bouche \u00e0 oreille.<\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>>> Rendez-vous sur <strong>Drag\u2019n Survey<\/strong> pour <strong><a href=\"https:\/\/www.dragnsurvey.com\/blog\/14-exemples-de-questions-questionnaire-de-satisfaction-client\/\">cr\u00e9er une enqu\u00eate de satisfaction<\/a><\/strong><\/em><\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"400\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/07\/feedback-client-questionnaire-en-ligne.jpg\" alt=\"\" class=\"wp-image-5013\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/07\/feedback-client-questionnaire-en-ligne.jpg 600w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/07\/feedback-client-questionnaire-en-ligne-300x200.jpg 300w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Pourquoi collecter des feedback clients r\u00e9guli\u00e8rement ?<\/h2>\n\n\n\n<p>Collecter des feedback clients de mani\u00e8re r\u00e9guli\u00e8re et structur\u00e9e apporte des b\u00e9n\u00e9fices concrets \u00e0 votre entreprise. Cette d\u00e9marche vous permet d'identifier rapidement les points de friction dans le parcours client et d'y rem\u00e9dier avant qu'ils n'impactent votre r\u00e9putation. Les retours clients constituent \u00e9galement un levier de fid\u00e9lisation puissant. En effet, en montrant \u00e0 vos clients que leur avis compte, vous renforcez l'engagement de vos consommateurs envers votre marque. D'un point de vue strat\u00e9gique, ces donn\u00e9es vous aident \u00e0 prioriser vos investissements et vos am\u00e9liorations produit. Enfin, <strong>collecter des feedback clients<\/strong> vous permet de transformer vos clients satisfaits en ambassadeurs qui recommanderont naturellement vos services, g\u00e9n\u00e9rant ainsi un bouche-\u00e0-oreille positif et r\u00e9duisant vos co\u00fbts d'acquisition.<\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Le feedback client sous forme de questionnaire en ligne<\/h2>\n\n\n\n<p>A la diff\u00e9rence d\u2019une plainte ou d\u2019un commentaire sur le web, la collecte d\u2019informations \u00e0 travers une enqu\u00eate de contentement permet d\u2019obtenir des donn\u00e9es tr\u00e8s pr\u00e9cises. Elle offre la possibilit\u00e9 aux entreprises de conna\u00eetre le contentement g\u00e9n\u00e9ral sur un produit ou un service ainsi que sur ses sp\u00e9cificit\u00e9s.<\/p>\n\n\n\n<p>Avant toute diffusion d\u2019un <strong>questionnaire en ligne<\/strong> aupr\u00e8s de ses acheteurs, il est recommand\u00e9 d\u2019avoir une r\u00e9flexion en amont. L\u2019objectif est de d\u00e9terminer pr\u00e9cis\u00e9ment les informations que l\u2019on souhaite r\u00e9colter. De plus, la structure de votre \u00e9tude pourra varier en fonction des objectifs fix\u00e9s.<\/p>\n\n\n\n<p>Int\u00e9grer une <strong>question de type Net Promoter Score<\/strong> est un excellent moyen d'identifier le niveau de satisfaction des acheteurs. Elle permet \u00e9galement d'identifier qui sont les promoteurs et les d\u00e9tracteurs d'un produit ou d'une marque. <\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/app.dragnsurvey.com\/fr\/inscription\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"200\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/06\/creer-questionnaire-en-ligne-sondage-quiz.png\" alt=\"\" class=\"wp-image-4559\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/06\/creer-questionnaire-en-ligne-sondage-quiz.png 500w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/06\/creer-questionnaire-en-ligne-sondage-quiz-300x120.png 300w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/a><\/figure>\n<\/div>\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Une fois votre \u00e9tude construite, vous devez la diffuser au plus grand nombre. Plus la participation sera \u00e9lev\u00e9e, plus vous pourrez exploiter des donn\u00e9es qui refl\u00e8tent le contentement g\u00e9n\u00e9ral.<\/p>\n\n\n\n<p>Pour obtenir un maximum de r\u00e9ponses, certaines r\u00e8gles doivent \u00eatre respect\u00e9es&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>proposez un texte d\u2019introduction pour informer sur le sujet et sur la dur\u00e9e de l\u2019\u00e9tude,<\/li>\n\n\n\n<li>si le <strong>questionnaire<\/strong> est anonyme, pr\u00e9cisez-le,<\/li>\n\n\n\n<li>affichez le num\u00e9ro des pages,<\/li>\n\n\n\n<li>affichez une barre de progression.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Collecter des feedback clients<\/h2>\n\n\n\n<p>Pour collecter un maximum de r\u00e9ponses, il est n\u00e9cessaire d\u2019utiliser l\u2019option de diffusion la mieux adapt\u00e9e \u00e0 ses acheteurs.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">Le lien web<\/mark><\/h3>\n\n\n\n<p>Le lien web permet d\u2019acc\u00e9der \u00e0 votre <strong>enqu\u00eate de satisfaction en ligne<\/strong> depuis tous types de supports. Il est possible de l\u2019int\u00e9grer dans un mail, de le coller dans un commentaire de blog, de l\u2019int\u00e9grer sur un intranet ou dans un CRM. Il est \u00e9galement possible de l\u2019int\u00e9grer sur des r\u00e9seaux sociaux comme Facebook, LinkedIn, Twitter et Viadeo. L\u2019objectif est de toucher simplement et rapidement un maximum de consommateurs.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image is-resized\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/www.dragnsurvey.com\/download\/telecharger_guide\"><img loading=\"lazy\" decoding=\"async\" width=\"509\" height=\"211\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/10\/image-twitter.jpg\" alt=\"\" class=\"wp-image-464\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/10\/image-twitter.jpg 509w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/10\/image-twitter-300x124.jpg 300w\" sizes=\"auto, (max-width: 509px) 100vw, 509px\" \/><\/a><\/figure>\n<\/div>\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">L\u2019emailing<\/mark><\/h3>\n\n\n\n<p>Utiliser la solution d\u2019emailing de Drag\u2019n Survey permet de conna\u00eetre l\u2019identit\u00e9 des r\u00e9pondants. Cette option est utilis\u00e9e si le <strong>questionnaire<\/strong> n\u2019est pas anonyme. Il est ainsi possible d\u2019identifier en un clic qui a particip\u00e9 ou non. La relance est simplifi\u00e9e et vous optimisez la participation.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">Le QR Code<\/mark><\/h3>\n\n\n\n<p>G\u00e9n\u00e9rez depuis Drag\u2019n Survey un QR Code et collez-le sur tous types de supports (feuille de papier, carte de visite, kakemono, email, courrier, etc\u2026). L\u2019objectif est de faciliter l\u2019acc\u00e8s au <strong>questionnaire en ligne<\/strong> simplement depuis son t\u00e9l\u00e9phone portable ou sa tablette.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"400\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/06\/qr-code-questionnaire-sondage-en-ligne.jpg\" alt=\"\" class=\"wp-image-4316\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/06\/qr-code-questionnaire-sondage-en-ligne.jpg 600w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/06\/qr-code-questionnaire-sondage-en-ligne-300x200.jpg 300w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">Le widget<\/mark><\/h3>\n\n\n\n<p>Le widget permet d\u2019int\u00e9grer votre <strong>enqu\u00eate de satisfaction en ligne <\/strong>sur un site internet ou sur un blog. Depuis Drag\u2019n Survey, vous g\u00e9n\u00e9rez un code Iframe pour que vos acheteurs ou les visiteurs de votre site ou votre blog puissent participer \u00e0 votre \u00e9tude.<\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image is-resized\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/www.dragnsurvey.com\/request\/demo\"><img loading=\"lazy\" decoding=\"async\" width=\"902\" height=\"370\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/08\/demander-une-demo-long.png\" alt=\"\" class=\"wp-image-5399\" style=\"width:650px\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/08\/demander-une-demo-long.png 902w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/08\/demander-une-demo-long-300x123.png 300w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/08\/demander-une-demo-long-768x315.png 768w\" sizes=\"auto, (max-width: 902px) 100vw, 902px\" \/><\/a><\/figure>\n<\/div>\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Articles compl\u00e9mentaires\u00a0:<br><\/strong>Organiser une \u00e9tude de contentement, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/lorganisation-dune-enquete-de-satisfaction\/\">cliquez-ici<\/a><br>R\u00e9diger le cahier des charges d'une \u00e9tude, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-la-redaction-du-cahier-des-charges\/\">cliquez-ici<br><\/a>6 id\u00e9es de sondages pour votre entreprise, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/6-idees-de-sondages-pour-votre-entreprise\/\">cliquez-ici<\/a><br>Int\u00e9grer une question NPS dans une enqu\u00eate, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/calcul-net-promoter-score-nps-definition-presentation\/\">cliquez-ici<\/a><br>Cr\u00e9er un barom\u00e8tre de contentement des acheteurs, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/barometre-de-satisfaction-client-comment-lautomatiser-grace-au-questionnaire-en-ligne\/\">cliquez-ici<\/a><br>Construire une \u00e9tude aupr\u00e8s de ses consommateurs, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-construire-son-questionnaire\/\">cliquez-ici<\/a><br>Les avantages et les inconv\u00e9nients d'un sondage en ligne, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/pourquoi-faire-un-sondage-en-ligne\/\">cliquez-ici<\/a><br>Tout savoir sur le logiciel de sondage en lign Google Forms, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/5-meilleures-alternatives-google-forms\/\">cliquez-ici<\/a><br>Les logiciels pour avoir une relation avec ses acheteurs efficace, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/les-logiciels-pour-une-relation-client-efficace\/\">cliquez-ici<\/a><br>Collecter des avis apr\u00e8s l\u2019intervention d\u2019un plombier ou d\u2019un chauffagiste, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/questionnaire-satisfaction-plomberie-chauffage\/\">cliquez-ici<\/a><\/p>\n\n\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Le feedback client est une donn\u00e9e de satisfaction vis-\u00e0-vis d\u2019un produit ou d\u2019un service que l\u2019on collecte aupr\u00e8s d\u2019un consommateur. Cette information peut \u00eatre remont\u00e9e de diff\u00e9rentes fa\u00e7ons&nbsp;: Les feedbacks clients permettent aux structures de mettre en place une politique qualit\u00e9 et d\u2019am\u00e9liorer le degr\u00e9 de contentement des acheteurs. Ils rassurent et confortent les consommateurs&hellip;&nbsp;<a href=\"https:\/\/www.dragnsurvey.com\/blog\/feedback-client\/\" rel=\"bookmark\">Lire la suite &raquo;<span class=\"screen-reader-text\"><\/p>\n<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Comment collecter des<\/span>   feedback clients ?<\/div>\n<p><\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"categories":[42],"tags":[],"class_list":["post-1075","post","type-post","status-publish","format-standard","hentry","category-enquete-de-satisfaction"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Comment collecter des feedback clients ? - Drag&#039;n Survey<\/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.dragnsurvey.com\/blog\/feedback-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment collecter des feedback clients ?\" \/>\n<meta property=\"og:description\" content=\"Le feedback client est une donn\u00e9e de satisfaction vis-\u00e0-vis d\u2019un produit ou d\u2019un service que l\u2019on collecte aupr\u00e8s d\u2019un consommateur. Cette information peut \u00eatre remont\u00e9e de diff\u00e9rentes fa\u00e7ons&nbsp;: Les feedbacks clients permettent aux structures de mettre en place une politique qualit\u00e9 et d\u2019am\u00e9liorer le degr\u00e9 de contentement des acheteurs. 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