{"id":284,"date":"2015-06-30T10:28:42","date_gmt":"2015-06-30T09:28:42","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog\/?p=284"},"modified":"2026-01-09T15:07:58","modified_gmt":"2026-01-09T14:07:58","slug":"enquete-de-satisfaction-la-redaction-du-cahier-des-charges","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-la-redaction-du-cahier-des-charges\/","title":{"rendered":"<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Enqu\u00eate de satisfaction : la<\/span>   r\u00e9daction du cahier des charges<\/div>"},"content":{"rendered":"\n<p>Pr\u00e9alablement \u00e0 la r\u00e9daction du cahier des charges, il est recommand\u00e9 d\u2019effectuer une analyse des \u00e9tudes et des documents existants sur la connaissance clients. On pourra s\u2019entretenir avec les services ayant un contact r\u00e9gulier avec eux (direction commerciale, direction marketing\u2026). Ces informations permettront de <strong>d\u00e9finir des cat\u00e9gories de clients<\/strong> dont les attentes diff\u00e8rent et qui n\u00e9cessitent une analyse s\u00e9par\u00e9e.<\/p>\n\n\n\n<p>Le cahier des charges a pour objectif de d\u00e9finir l\u2018objet, la ou les cibles, la p\u00e9riodicit\u00e9, les objectifs et la finalit\u00e9.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>&gt;&gt; D\u00e9couvrir un <strong><a href=\"https:\/\/www.dragnsurvey.com\/blog\/14-exemples-de-questions-questionnaire-de-satisfaction-client\/\">questionnaire de satisfaction<\/a><\/strong><\/em><strong><em><a href=\"https:\/\/www.dragnsurvey.com\/blog\/14-exemples-de-questions-questionnaire-de-satisfaction-client\/\"> exemple<\/a><\/em><\/strong><\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"734\" height=\"654\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/06\/La-r\u00e9daction-du-cahier-des-charges-2.jpg\" alt=\"\" class=\"wp-image-283\" style=\"width:450px\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/06\/La-r\u00e9daction-du-cahier-des-charges-2.jpg 734w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/06\/La-r\u00e9daction-du-cahier-des-charges-2-300x267.jpg 300w\" sizes=\"auto, (max-width: 734px) 100vw, 734px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">D\u00e9finir l\u2019objet<\/h2>\n\n\n\n<p>Il permet de d\u00e9terminer quelle forme de qualit\u00e9 on souhaite mesurer&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>la qualit\u00e9 globale<\/strong> \u2013 correspond au niveau de contentement\u00a0de tous les produits ou services<\/li>\n\n\n\n<li><strong>la qualit\u00e9 sp\u00e9cifique<\/strong> \u2013 correspond au niveau de contentement d\u2019un produit ou d\u2019un service<\/li>\n\n\n\n<li><strong>la qualit\u00e9 cumul\u00e9e<\/strong> \u2013 correspond au niveau de contentement apr\u00e8s la consommation r\u00e9p\u00e9t\u00e9e d\u2019un m\u00eame produit ou service<\/li>\n\n\n\n<li><strong>la qualit\u00e9 ponctuelle<\/strong> \u2013 c\u2019est-\u00e0-dire suite au dernier acte de consommation<\/li>\n\n\n\n<li><strong>la qualit\u00e9 isol\u00e9e<\/strong> \u2013 sans comparaison avec un autre produit ou service<\/li>\n\n\n\n<li><strong>la qualit\u00e9 compar\u00e9e <\/strong>\u2013 avec un autre produit ou service de l\u2019entreprise ou de la concurrence<\/li>\n<\/ul>\n\n\n\n<p>Une entreprise ou un organisme fait parfois appel \u00e0 des partenaires ou des sous-traitants pour proposer un produit ou un service. Il est recommand\u00e9 de mesurer la qualit\u00e9 des prestations qu\u2019ils apportent afin d\u2019obtenir des engagements de qualit\u00e9 de leur part.<\/p>\n\n\n\n<p>L\u2019<strong>enqu\u00eate de satisfaction<\/strong> doit se restreindre aux \u00e9l\u00e9ments sur lesquels l\u2019organisme ou l\u2019entreprise veut ou a les moyens d\u2019agir. Dans le cas contraire, il est possible de g\u00e9n\u00e9rer un sentiment de frustration aupr\u00e8s de ses clients.<\/p>\n\n\n\n<div style=\"height:60px\" 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\/?cd=648752&amp;utm_source=blog&amp;utm_medium=dragnsurvey&amp;utm_campaign=blog_Cahier_Charge_Satisfaction&amp;utm_term=Inscription_form\"><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:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">D\u00e9finir la ou les cibles<\/h2>\n\n\n\n<p>La r\u00e9alisation d\u2019une \u00e9tude peut se porter sur plusieurs types de clients ou interlocuteurs. Par exemple, on pourra interroger les clients perdus, les clients de la concurrence, les prospects ou les clients internes et externes.<\/p>\n\n\n\n<p>Il est recommand\u00e9 de mettre \u00e0 jour ses fichiers de contacts et de bien d\u00e9finir la cible. <strong>Un organisme n\u2019a pas forc\u00e9ment d\u2019int\u00e9r\u00eat \u00e0 interroger les mauvais payeurs ou les clients non rentables<\/strong> qu\u2019il ne souhaite pas conserver.<\/p>\n\n\n\n<p>La taille de l\u2019\u00e9chantillon d\u00e9pendra du degr\u00e9 de pr\u00e9cision et du nombre de segments que l\u2019entreprise ou l\u2019organisme souhaite analyser. S\u2019il souhaite d\u00e9terminer les attentes de ses clients par cat\u00e9gories (clients de type Masculin, F\u00e9minin\u2026), un \u00e9chantillon d\u2019une dizaine d\u2019individus peut suffire. Pour d\u00e9terminer le niveau de contentement, il est pr\u00e9f\u00e9rable d\u2019interroger le plus grand nombre afin d\u2019obtenir des r\u00e9sultats fiables.<\/p>\n\n\n\n<p>L\u2019utilisation d\u2019un <strong>logiciel de questionnaire en ligne<\/strong> permet de limiter le co\u00fbt de constitution d\u2019un \u00e9chantillon. L'\u00e9tude est directement diffus\u00e9e par mail \u00e0 la liste de contacts d\u00e9termin\u00e9e.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Les obligations l\u00e9gales \u00e0 int\u00e9grer au cahier des charges<\/h2>\n\n\n\n<p>Le cahier des charges doit imp\u00e9rativement prendre en compte les exigences du RGPD. Avant toute collecte de donn\u00e9es, il convient de d\u00e9finir la base l\u00e9gale du traitement (consentement, int\u00e9r\u00eat l\u00e9gitime) et d'informer clairement les r\u00e9pondants sur l'utilisation de leurs r\u00e9ponses. Le document doit pr\u00e9ciser les modalit\u00e9s de conservation des donn\u00e9es, leur dur\u00e9e de stockage et les droits des personnes interrog\u00e9es (acc\u00e8s, rectification, suppression). <\/p>\n\n\n\n<p>Pour les enqu\u00eates B2C envoy\u00e9es par email, le consentement pr\u00e9alable est g\u00e9n\u00e9ralement requis, sauf si le client a d\u00e9j\u00e0 achet\u00e9 un produit similaire. En B2B, l'opt-out reste possible sous conditions. Le cahier des charges doit \u00e9galement mentionner si les donn\u00e9es seront anonymis\u00e9es ou pseudonymis\u00e9es lors de l'analyse. Ces \u00e9l\u00e9ments, souvent n\u00e9glig\u00e9s, sont pourtant essentiels pour garantir la conformit\u00e9 juridique de l'enqu\u00eate et la confiance des r\u00e9pondants.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">D\u00e9finir la p\u00e9riodicit\u00e9 <\/h2>\n\n\n\n<p>En fonction des capacit\u00e9s de l\u2019organisme \u00e0 mettre en place des plans d\u2019actions, l\u2019<strong>enqu\u00eate de satisfaction<\/strong> pourra \u00eatre r\u00e9alis\u00e9e de fa\u00e7on p\u00e9riodique, continue ou ponctuelle.<\/p>\n\n\n\n<p>Il est recommand\u00e9 d\u2019apporter une attention particuli\u00e8re aux \u00e9tudes en continu qui peuvent lasser les personnes interrog\u00e9es.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><a href=\"https:\/\/www.dragnsurvey.com\/download\/telecharger_guide\/?cd=648752&amp;utm_source=blog&amp;utm_medium=dragnsurvey&amp;utm_campaign=blog_Cahier_Charge_Satisfaction&amp;utm_term=Guide\" target=\"_blank\" rel=\"noopener\"><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\" style=\"width:500px\" 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:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Les objectifs et la finalit\u00e9<\/h2>\n\n\n\n<p>La formulation des objectifs permet de d\u00e9terminer les r\u00e9sultats que l\u2019organisme ou l\u2019entreprise souhaite obtenir suite \u00e0 la mise en place de l\u2019\u00e9tude.<\/p>\n\n\n\n<p>La finalit\u00e9 correspond \u00e0 ce que l\u2019on souhaite faire des r\u00e9sultats, comme am\u00e9liorer le niveau de contentement&nbsp;ou sensibiliser le personnel aux attentes du client.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><a href=\"https:\/\/www.dragnsurvey.com\/request\/demo\/?cd=648752&amp;utm_source=blog&amp;utm_medium=dragnsurvey&amp;utm_campaign=blog_Cahier_Charge_Satisfaction&amp;utm_term=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:600px\" 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:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Articles compl\u00e9mentaires :<br><\/strong>Le barom\u00e8tre de contentement clients, <a rel=\"noreferrer noopener\" href=\"https:\/\/www.dragnsurvey.com\/blog\/barometre-de-satisfaction-client-comment-lautomatiser-grace-au-questionnaire-en-ligne\/\" target=\"_blank\">cliquez-ici<\/a><br>Tout savoir sur les types de questions dans un questionnaire de satisfaction, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/14-exemples-de-questions-questionnaire-de-satisfaction-client\/\" target=\"_blank\" rel=\"noreferrer noopener\">cliquez-ici<\/a><br>Organiser une \u00e9tude pour comprendre le contentement clients, <a rel=\"noreferrer noopener\" href=\"https:\/\/www.dragnsurvey.com\/blog\/lorganisation-dune-enquete-de-satisfaction\/\" target=\"_blank\">cliquez-ici<\/a><br>Cr\u00e9er un questionnaire client, <a rel=\"noreferrer noopener\" href=\"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-construire-son-questionnaire\/\" target=\"_blank\">cliquez-ici<\/a><br>Comment faire une enqu\u00eate client, <a rel=\"noreferrer noopener\" href=\"https:\/\/www.dragnsurvey.com\/blog\/le-deroulement-global-dune-enquete-de-satisfaction\/\" target=\"_blank\">cliquez-ici<br><\/a>Obtenir des avis aupr\u00e8s des consommateurs, <a rel=\"noreferrer noopener\" href=\"https:\/\/www.dragnsurvey.com\/blog\/feedback-client\/\" target=\"_blank\">cliquez-ici<\/a><\/p>\n\n\n\n<div style=\"height:11px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>Sources :<\/em><br><em>Ray, Daniel. Mesurer et d\u00e9velopper la satisfaction clients. Eyrolles, 2001<\/em><br><em>Faivre, Jean-Philippe. Concevoir et r\u00e9aliser une enqu\u00eate de satisfaction des clients. AFNOR, 2008<\/em><\/p>\n\n\n\n<div style=\"height:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Pr\u00e9alablement \u00e0 la r\u00e9daction du cahier des charges, il est recommand\u00e9 d\u2019effectuer une analyse des \u00e9tudes et des documents existants sur la connaissance clients. On pourra s\u2019entretenir avec les services ayant un contact r\u00e9gulier avec eux (direction commerciale, direction marketing\u2026). Ces informations permettront de d\u00e9finir des cat\u00e9gories de clients dont les attentes diff\u00e8rent et qui&hellip;&nbsp;<a href=\"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-la-redaction-du-cahier-des-charges\/\" rel=\"bookmark\">Lire la suite &raquo;<span class=\"screen-reader-text\"><\/p>\n<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Enqu\u00eate de satisfaction : la<\/span>   r\u00e9daction du cahier des charges<\/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-284","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>Enqu\u00eate de satisfaction : la r\u00e9daction du cahier des charges - 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\/enquete-de-satisfaction-la-redaction-du-cahier-des-charges\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Enqu\u00eate de satisfaction : la r\u00e9daction du cahier des charges\" \/>\n<meta property=\"og:description\" content=\"Pr\u00e9alablement \u00e0 la r\u00e9daction du cahier des charges, il est recommand\u00e9 d\u2019effectuer une analyse des \u00e9tudes et des documents existants sur la connaissance clients. 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