{"id":3040,"date":"2021-02-08T14:15:41","date_gmt":"2021-02-08T13:15:41","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog\/?p=3040"},"modified":"2026-01-27T09:25:43","modified_gmt":"2026-01-27T08:25:43","slug":"5-astuces-pour-creer-une-enquete-de-satisfaction","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/5-astuces-pour-creer-une-enquete-de-satisfaction\/","title":{"rendered":"<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">5 astuces pour cr\u00e9er<\/span>   une enqu\u00eate de satisfaction<\/div>"},"content":{"rendered":"\n<p>Am\u00e9liorer la fid\u00e9lit\u00e9 de ses clients et son image de marque est aujourd'hui indispensable pour augmenter son chiffre d'affaires, s\u00e9duire de nouveaux acheteurs et gagner des parts de march\u00e9. Pour y arriver, les entreprises doivent interroger leurs clients \u00e0 travers une enqu\u00eate de satisfaction. L'objectif est d'identifier les domaines de contentement et de m\u00e9contentement pour am\u00e9liorer la qualit\u00e9 de ses produits ou services. Cet article pr\u00e9sente 5 astuces pour r\u00e9ussir son questionnaire et collecter des donn\u00e9es de qualit\u00e9.<\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>>> D\u00e9couvrez <strong>Drag'n Survey<\/strong> et cr\u00e9ez un <strong>questionnaire de satisfaction<\/strong>, <strong><a href=\"https:\/\/www.dragnsurvey.com\/blog\/14-exemples-de-questions-questionnaire-de-satisfaction-client\/\">cliquez-ici<\/a><\/strong><\/em><\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-text-align-center\"><em>Cliquez sur l'image pour l'ouvrir en haute d\u00e9finition<\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/02\/Infographie-questionnaire-de-satisfaction-5-conseils-min-scaled.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"972\" height=\"2560\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/02\/Infographie-questionnaire-de-satisfaction-5-conseils-min-scaled.jpg\" alt=\"\" class=\"wp-image-3099\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/02\/Infographie-questionnaire-de-satisfaction-5-conseils-min-scaled.jpg 972w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/02\/Infographie-questionnaire-de-satisfaction-5-conseils-min-114x300.jpg 114w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/02\/Infographie-questionnaire-de-satisfaction-5-conseils-min-389x1024.jpg 389w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/02\/Infographie-questionnaire-de-satisfaction-5-conseils-min-768x2023.jpg 768w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/02\/Infographie-questionnaire-de-satisfaction-5-conseils-min-583x1536.jpg 583w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/02\/Infographie-questionnaire-de-satisfaction-5-conseils-min-778x2048.jpg 778w\" sizes=\"auto, (max-width: 972px) 100vw, 972px\" \/><\/a><\/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\" id=\"h-cadrer-votre-enquete-de-satisfaction\">Cadrer votre enqu\u00eate de satisfaction <\/h2>\n\n\n\n<p>Pour obtenir des donn\u00e9es exploitables et pertinentes, il est n\u00e9cessaire de d<strong>\u00e9finir au pr\u00e9alable les objectifs \u00e0 atteindre<\/strong>, ce que vous souhaitez mesurer et votre cible. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-definir-les-objectifs-et-la-finalite-de-l-etude\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">D\u00e9finir les objectifs et la finalit\u00e9 de l'\u00e9tude<\/mark><\/h3>\n\n\n\n<p>Les informations r\u00e9colt\u00e9es doivent servir un ou des objectifs. Par exemple, elles devront permettre d'am\u00e9liorer certains aspects de son produit ou service. Pour cela, <strong>il est n\u00e9cessaire d'inclure dans la r\u00e9flexion les personnes concern\u00e9es par les donn\u00e9es collect\u00e9es<\/strong>. Il s'agit par exemple des directeurs, des managers, etc. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-identifier-ce-que-vous-souhaitez-mesurer\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">Identifier ce que vous souhaitez mesurer<\/mark><\/h3>\n\n\n\n<p><strong>Une enqu\u00eate de satisfaction ne doit pas avoir pour objectif de tout mesurer<\/strong>. En effet, si votre questionnaire est trop long, les r\u00e9pondants abandonneront leur participation en cours de route ou r\u00e9pondront de mani\u00e8re distr\u00e8te. Les donn\u00e9es r\u00e9colt\u00e9es seront alors difficilement exploitables et ne refl\u00e9teront pas la r\u00e9alit\u00e9. Il est donc important de d\u00e9finir ce que vous souhaitez mesurer :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Le contentement global<\/li>\n\n\n\n<li>Un point sp\u00e9cifique d'un produit ou service<\/li>\n\n\n\n<li>Le contentement sur plusieurs p\u00e9riodes pour suivre son \u00e9volution<\/li>\n<\/ul>\n\n\n\n<div style=\"height:48px\" 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\/register\"><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:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-definir-la-cible-a-interroger\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">D\u00e9finir la cible \u00e0 interroger <\/mark><\/h3>\n\n\n\n<p>En fonction de l'objectif \u00e0 atteindre, il est important de <strong>d\u00e9finir quel type de clients vous souhaiter consulter<\/strong>. Par exemple, il n'est pas n\u00e9cessaire d'interroger tous vos acheteurs si vous souhaitez conna\u00eetre le niveau de contentement sur un produit haut de gamme consomm\u00e9 par un petit pourcentage de vos clients. <\/p>\n\n\n\n<p>Avant de diffuser votre questionnaire, il est n\u00e9cessaire de d\u00e9finir si vous souhaiter interroger l'ensemble de la client\u00e8le, seulement une partie, les m\u00e9contents ou les acheteurs de vos concurrents. <\/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\" id=\"h-comprendre-en-amont-les-attentes-des-clients\">Comprendre en amont les attentes des clients<\/h2>\n\n\n\n<p>Avant de construire votre questionnaire, il est parfois n\u00e9cessaire d'interroger un petit groupe de clients par t\u00e9l\u00e9phone ou en face \u00e0 face. Cette m\u00e9thode permet de comprendre les besoins, les attentes et d'identifier les crit\u00e8res li\u00e9s \u00e0 la qualit\u00e9 du produit ou service. Ces informations sont souvent promordiales pour bien construire une enqu\u00eate de satisfaction avant de la diffuser \u00e0 un grand nombre de clients. <\/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\" id=\"h-inclure-3-facteurs-d-etude-pour-atteindre-votre-objectif\">Inclure 3 facteurs d'\u00e9tude pour atteindre votre objectif<\/h2>\n\n\n\n<p>Pour \u00e9valuer le contentement des consommateurs, il est n\u00e9cessaire d'inclure les 3 facteurs d'\u00e9tude suivant :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Le client<\/strong>, pour comprendre les besoins, les attentes et d\u00e9terminer les axes d'am\u00e9lioration <\/li>\n\n\n\n<li><strong>L'entreprise<\/strong>, pour d\u00e9terminer la qualit\u00e9 du produit ou service et d\u00e9finir les axes d'am\u00e9lioration<\/li>\n\n\n\n<li><strong>Les concurrents<\/strong>, pour comparer le poduit \/ service propos\u00e9 \u00e0 celui des concurrents<\/li>\n<\/ul>\n\n\n\n<div style=\"height:73px\" 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\"><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:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-creez-votre-enquete-de-satisfaction-de-a-a-z-en-suivant-les-etapes-ci-dessous\">Cr\u00e9ez votre enqu\u00eate de satisfaction de A \u00e0 Z en suivant les \u00e9tapes ci-dessous<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-evaluez-le-contentement-global\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">1. \u00c9valuez le contentement global <\/mark><\/h3>\n\n\n\n<p>Cette 1\u00e8re \u00e9tape consiste \u00e0 obtenir un avis g\u00e9n\u00e9ral sur le produit ou service commercialis\u00e9. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-evaluer-les-grands-domaines-de-satisfaction\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">2. \u00c9valuer les grands domaines de satisfaction<\/mark><\/h3>\n\n\n\n<p>Cette 2\u00e8me \u00e9tape a pour objectif de mesurer les principaux composants du contentement. Elle permet par exemple d'\u00e9valuer la qualit\u00e9 du service fourni, la qualit\u00e9 de l'accueil, etc. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-evaluer-les-elements-specifiques-de-satisfaction\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#169c6e\" class=\"has-inline-color\">3. Evaluer les \u00e9l\u00e9ments sp\u00e9cifiques de satisfaction<\/mark><\/h3>\n\n\n\n<p>Cette 3\u00e8me \u00e9tape permet de d\u00e9terminer pr\u00e9cis\u00e9ment les points qui g\u00e9n\u00e8rent du contentement ou du m\u00e9contentement. On pourra, par exemple, \u00e9valuer la disponibilit\u00e9 du personnel ou son professionnalisme, \u00e9valuer la qualit\u00e9 des mat\u00e9riaux, etc.<\/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\" id=\"h-partager-les-resultats-de-l-enquete\">Partager les r\u00e9sultats de l'enqu\u00eate<\/h2>\n\n\n\n<p>Les r\u00e9sultats du questionnaire doivent \u00eatre partag\u00e9s dans un premier temps aux \u00e9quipes internes. Cela permet d'impliquer les collaborateurs dans le projet et de pr\u00e9senter les \u00e9l\u00e9ments \u00e0 am\u00e9liorer et corriger.<\/p>\n\n\n\n<p>Dans un second temps, les r\u00e9sultats doivent \u00eatre partag\u00e9s aupr\u00e8s des clients. Ainsi, vous leur montrez que des actions \u00e0 court, moyen et long terme sont mises en place. L'objectif est d'am\u00e9liorer la satisfaction g\u00e9n\u00e9rale, son image de marque et de fid\u00e9liser les consommateurs.<\/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 is-resized\"><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: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:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Mettre en place un syst\u00e8me de suivi des retours clients<\/h3>\n\n\n\n<p>Collecter des retours clients ne suffit pas, vous devez mettre en place un processus de \"close-the-loop\" pour transformer les feedbacks en actions concr\u00e8tes. Commencez par accuser r\u00e9ception et remercier chaque client pour sa participation. Pour les retours n\u00e9gatifs, analysez rapidement l'origine du probl\u00e8me et apportez une solution personnalis\u00e9e dans les meilleurs d\u00e9lais. Effectuez ensuite un suivi pour v\u00e9rifier que la r\u00e9solution r\u00e9pond aux attentes du client. Cette approche proactive renforce la confiance et am\u00e9liore votre image de marque. Enfin, cr\u00e9ez des tableaux de bord interactifs pour identifier les tendances r\u00e9currentes et prioriser les actions correctives les plus urgentes. Un retour bien trait\u00e9 transforme souvent un client m\u00e9content en ambassadeur fid\u00e8le.<\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Articles compl\u00e9mentaires :<\/strong><br>Les astuces pour g\u00e9rer un client m\u00e9content, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/comment-identifier-et-gerer-un-client-insatisfait\/\">cliquez-ici<\/a><br>5 astuces indispensables pour r\u00e9ussir un sondage, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/5-astuces-pour-reussir-questionnaire-en-ligne\/\">cliquez-ici<\/a><br>De nombreux conseils pour r\u00e9ussir un sondage en ligne, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/conseils-reussir-sondage-en-ligne\/\">cliquez-ici<\/a><br>Les avantages des questions ouvertes dans une enqu\u00eate, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/questions-ouvertes\/\">cliquez-ici<\/a><br>Am\u00e9liorer le contentement g\u00e9n\u00e9ral avec l'exp\u00e9rience client, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/experience-client-essentiel-a-savoir\/\">cliquez-ici<\/a><br>Plusieurs exemples de questionnaires accessibles gratuitement, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/exemple-questionnaire\/\">cliquez-ici<\/a><br>Les meilleures solutions en alternative au logiciel Google Forms, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/5-meilleures-alternatives-google-forms\/\">cliquez-ici<\/a><br>5 astuces pour am\u00e9liorer la participation \u00e0 un questionanire en ligne, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/5-conseils-ameliorer-taux-de-reponse-questionnaire-en-ligne\/\">cliquez-ici<\/a><br><br><\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Am\u00e9liorer la fid\u00e9lit\u00e9 de ses clients et son image de marque est aujourd&rsquo;hui indispensable pour augmenter son chiffre d&rsquo;affaires, s\u00e9duire de nouveaux acheteurs et gagner des parts de march\u00e9. Pour y arriver, les entreprises doivent interroger leurs clients \u00e0 travers une enqu\u00eate de satisfaction. L&rsquo;objectif est d&rsquo;identifier les domaines de contentement et de m\u00e9contentement pour&hellip;&nbsp;<a href=\"https:\/\/www.dragnsurvey.com\/blog\/5-astuces-pour-creer-une-enquete-de-satisfaction\/\" rel=\"bookmark\">Lire la suite &raquo;<span class=\"screen-reader-text\"><\/p>\n<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">5 astuces pour cr\u00e9er<\/span>   une enqu\u00eate de satisfaction<\/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-3040","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>5 astuces pour cr\u00e9er une enqu\u00eate de satisfaction - 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\/5-astuces-pour-creer-une-enquete-de-satisfaction\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 astuces pour cr\u00e9er une enqu\u00eate de satisfaction\" \/>\n<meta property=\"og:description\" content=\"Am\u00e9liorer la fid\u00e9lit\u00e9 de ses clients et son image de marque est aujourd&#039;hui indispensable pour augmenter son chiffre d&#039;affaires, s\u00e9duire de nouveaux acheteurs et gagner des parts de march\u00e9. Pour y arriver, les entreprises doivent interroger leurs clients \u00e0 travers une enqu\u00eate de satisfaction. 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