{"id":483,"date":"2015-10-16T15:16:20","date_gmt":"2015-10-16T14:16:20","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog\/?p=483"},"modified":"2026-01-12T16:45:06","modified_gmt":"2026-01-12T15:45:06","slug":"lorganisation-dune-enquete-de-satisfaction","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/lorganisation-dune-enquete-de-satisfaction\/","title":{"rendered":"<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">L&rsquo;organisation d&rsquo;une enqu\u00eate<\/span>   de satisfaction<\/div>"},"content":{"rendered":"\n<p>Une bonne organisation d\u00e9pend d\u2019un travail en amont structur\u00e9 et bien pr\u00e9par\u00e9. Pour cela, de nombreuses questions doivent \u00eatre abord\u00e9es.<\/p>\n\n\n\n<p>Ces questions peuvent \u00eatre class\u00e9es en quatre cat\u00e9gories distinctes&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Le d\u00e9roulement<\/strong> (identifier les risques et les contraintes)<\/li>\n\n\n\n<li><strong>Le r\u00f4le des acteurs<\/strong> (d\u00e9terminer les personnes en charge d'interroger les clients et de traiter les donn\u00e9es)<\/li>\n\n\n\n<li><strong>Les modalit\u00e9s pratiques<\/strong> (d\u00e9finir si l\u2019enqu\u00eate de satisfaction est anonyme et comment organiser le passage \u00e0 l\u2019action)<\/li>\n\n\n\n<li><strong>Les moyens<\/strong> (quel mat\u00e9riel utiliser et quel budget fixer)<\/li>\n<\/ul>\n\n\n\n<p>Des moyens restreints vont influencer de mani\u00e8re significative la d\u00e9finition des besoins de l\u2019enqu\u00eate. Pour pallier \u00e0 ce probl\u00e8me, le recours \u00e0 internet permet de diminuer sensiblement l\u2019investissement sur la partie cr\u00e9ation, diffusion et traitement des donn\u00e9es de l\u2019\u00e9tude.<\/p>\n\n\n\n<div style=\"height:58px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>&gt;&gt; Les meilleurs conseils pour <strong><a href=\"https:\/\/www.dragnsurvey.com\/blog\/14-exemples-de-questions-questionnaire-de-satisfaction-client\/\">faire une enqu\u00eate de satisfaction<\/a><\/strong><\/em><\/p>\n\n\n\n<div style=\"height:58px\" 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=\"799\" height=\"337\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/10\/Organisation-enqu\u00eate-de-satisfaction.jpg\" alt=\"\" class=\"wp-image-482\" style=\"width:650px\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/10\/Organisation-enqu\u00eate-de-satisfaction.jpg 799w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/10\/Organisation-enqu\u00eate-de-satisfaction-300x127.jpg 300w\" sizes=\"auto, (max-width: 799px) 100vw, 799px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:58px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Identifiez les risques et les \u00e9l\u00e9ments de succ\u00e8s<\/h2>\n\n\n\n<p><strong>Pr\u00e9parez-vous au passage \u00e0 l\u2019action<\/strong>. Lorsqu\u2019une entreprise ou un organisme r\u00e9alise une \u00e9tude aupr\u00e8s de ses clients dans une d\u00e9marche d\u2019am\u00e9lioration de la qualit\u00e9, elle doit \u00eatre pr\u00e9par\u00e9e aux changements qui s\u2019ensuivent. Si aucun changement n\u2019est constat\u00e9 par les salari\u00e9s et les clients interrog\u00e9s, vous risquez d\u2019une part, de d\u00e9motiver vos collaborateurs, d\u2019autre part, de donner une image n\u00e9gative de votre structure.<\/p>\n\n\n\n<p><strong>D\u00e9terminez les donn\u00e9es dont vous avez besoin<\/strong>. Lorsque les th\u00e8mes d\u2019une \u00e9tude sont trop g\u00e9n\u00e9raux, les r\u00e9sultats sont parfois difficilement utilisables pour la mise en place d\u2019un plan d\u2019actions.&nbsp; Il faut garder \u00e0 l\u2019esprit que l\u2019objectif est d\u2019identifier les points faibles et d\u2019obtenir un maximum de renseignements sur leurs causes.<\/p>\n\n\n\n<p><strong>Ne sous-estimez pas la structure du questionnaire<\/strong>. Certaines r\u00e8gles doivent \u00eatre respect\u00e9es pour r\u00e9colter des r\u00e9sultats chiffr\u00e9s exploitables. Il est recommand\u00e9, une fois le <strong>questionnaire en ligne <\/strong>cr\u00e9\u00e9, de le tester aupr\u00e8s de ses collaborateurs. On pourra ainsi identifier certaines erreurs et manquements afin de le remanier.<\/p>\n\n\n\n<div style=\"height:18px\" 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:18px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Vous produirez ainsi des chiffres qui parlent \u00e0 l\u2019ensemble des personnes concern\u00e9es.<\/p>\n\n\n\n<div style=\"height:58px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Impliquez le personnel<\/h2>\n\n\n\n<p>Beaucoup parmi vos collaborateurs auront un r\u00f4le \u00e0 jouer lors de la mise en place d\u2019une enqu\u00eate de satisfaction. C\u2019est pourquoi il est recommand\u00e9 de les impliquer \u00e0 tous les niveaux&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>La direction<\/strong> qui validera le cahier des charges et les orientations \u00e0 prendre suite aux r\u00e9sultats obtenus<\/li>\n\n\n\n<li><strong>Le service qualit\u00e9 <\/strong>qui sera moteur dans l\u2019animation g\u00e9n\u00e9rale<\/li>\n\n\n\n<li><strong>Le service op\u00e9rationnel<\/strong> qui mettra en place le plan d\u2019am\u00e9lioration<\/li>\n<\/ul>\n\n\n\n<p>Un bon moyen d\u2019impliquer le personnel consisterait par exemple \u00e0 mettre en place un comit\u00e9 de pilotage et des groupes de travail.<\/p>\n\n\n\n<div style=\"height:58px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Soignez la communication autour de votre enqu\u00eate de satisfaction<\/h2>\n\n\n\n<p>Une enqu\u00eate de satisfaction ne se limite pas \u00e0 la conception du questionnaire. La mani\u00e8re dont vous communiquez autour de cette d\u00e9marche conditionne son succ\u00e8s. En amont, informez vos clients de l'enqu\u00eate \u00e0 venir et expliquez-leur pourquoi leur avis compte. Un simple message sur vos canaux habituels (newsletter, r\u00e9seaux sociaux, signature d'email) pr\u00e9pare le terrain et augmente le taux de participation. Pendant la collecte, envoyez une <strong>relance cibl\u00e9e aux non-r\u00e9pondants<\/strong> en reformulant l'invitation initiale. Enfin, et c'est souvent n\u00e9glig\u00e9, communiquez les r\u00e9sultats et les actions entreprises. Remerciez les participants et montrez concr\u00e8tement comment leurs retours ont \u00e9t\u00e9 pris en compte. Cette transparence renforce la confiance et incite vos clients \u00e0 r\u00e9pondre aux prochaines sollicitations. Une enqu\u00eate per\u00e7ue comme un v\u00e9ritable dialogue plut\u00f4t qu'une collecte de donn\u00e9es unilat\u00e9rale g\u00e9n\u00e8re un engagement bien sup\u00e9rieur.<\/p>\n\n\n\n<div style=\"height:58px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">D\u00e9terminer si le questionnaire est anonyme ou non<\/h2>\n\n\n\n<p>On constate que la plupart des questionnaires de satisfaction qui touchent les particuliers sont anonymes. Conna\u00eetre leur identit\u00e9 n\u2019apporte g\u00e9n\u00e9ralement pas de valeur ajout\u00e9e.<\/p>\n\n\n\n<p>A contrario, l\u2019anonymat n\u2019est pas souhaitable pour les professionnels si l\u2019objectif est de mettre en place des actions pr\u00e9cises \u00e0 destination du client.<\/p>\n\n\n\n<p><strong>Le logiciel de questionnaire en ligne Drag\u2019n Survey vous permet de conna\u00eetre l\u2019identit\u00e9 des r\u00e9pondants gr\u00e2ce la solution d\u2019emailing int\u00e9gr\u00e9e \u00e0 l\u2019application.<\/strong><\/p>\n\n\n\n<div style=\"height:58px\" 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:58px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Pr\u00e9voyez le d\u00e9lai, le budget et le mat\u00e9riel<\/h2>\n\n\n\n<p>Le d\u00e9lai est fonction de l\u2019ampleur des informations que vous souhaitez r\u00e9colter. Plus le nombre de donn\u00e9es sera important plus le d\u00e9lai sera long. Ne le sous-estimez pas, surtout s\u2019il s\u2019agit d\u2019une premi\u00e8re r\u00e9alisation.<\/p>\n\n\n\n<p>Plus vous avez besoin d'obtenir des donn\u00e9es pr\u00e9cises, plus le temps et donc l\u2019argent investis seront cons\u00e9quents.<\/p>\n\n\n\n<p><strong>Un bon moyen de r\u00e9duire les co\u00fbts serait de recourir \u00e0 une solution internet pour cr\u00e9er un questionnaire en ligne.<\/strong><\/p>\n\n\n\n<p>Mettez en place un planning des actions \u00e0 mener. Cela permet d\u2019avoir une vision pr\u00e9cise et d\u2019\u00eatre dans une logique d\u2019anticipation.<\/p>\n\n\n\n<p>R\u00e9aliser une \u00e9tude pour sonder le contentement de sa client\u00e8le est un incontournable pour maintenir la comp\u00e9titivit\u00e9 et travailler \u00e0 l'essor de l'entreprise. Drag'n Survey vous permet de mettre en place facilement, rapidement et de mani\u00e8re ludique toutes vos \u00e9tudes et d'en suivre tout aussi simplement les r\u00e9sultats. <strong>Optimisez votre temps de travail, obtenez rapidement les r\u00e9ponses dont vous avez besoin pour booster votre r\u00e9ussite.<\/strong><\/p>\n\n\n\n<div style=\"height:58px\" 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:58px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Articles compl\u00e9mentaires :<\/strong><br>Le feedback client, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/feedback-client\/\">cliquez-ici<\/a><br>Le Net Promoter Score, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/calcul-net-promoter-score-nps-definition-presentation\/\">cliquez-ici<\/a><br>Cr\u00e9er un questionnaire client, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-construire-son-questionnaire\/\">cliquez-ici<\/a><br>Le barom\u00e8tre de contentement client, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/barometre-de-satisfaction-client-comment-lautomatiser-grace-au-questionnaire-en-ligne\/\">cliquez-ici<\/a><br>Drag'n Survey, une alternative \u00e0 Typeform, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/5-alternatives-incontournables-a-typeform\/\">cliquez-ici<\/a><br>R\u00e9diger le cahier des charges d'une \u00e9tude client, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-la-redaction-du-cahier-des-charges\/\">cliquez-ici<\/a><br>Comment \u00e9tudier le contentement des acheteurs, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/le-deroulement-global-dune-enquete-de-satisfaction\/\">cliquez-ici<\/a><br>Int\u00e9grer la m\u00e9thode 4 Colors dans son processus de satisfaction, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/methode-4colors\/\">cliquez-ici<\/a><br>D\u00e9couvrez les questions \u00e0 poser dans une \u00e9tude de contentement, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/14-exemples-de-questions-questionnaire-de-satisfaction-client\/\">cliquez-ici<\/a><\/p>\n\n\n\n<div style=\"height:12px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>Source&nbsp;:<\/em><br><em>Millot, Sophie. L'enqu\u00eate de satisfaction : guide m\u00e9thodologique. AFNOR, 2007<\/em><\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Une bonne organisation d\u00e9pend d\u2019un travail en amont structur\u00e9 et bien pr\u00e9par\u00e9. Pour cela, de nombreuses questions doivent \u00eatre abord\u00e9es. Ces questions peuvent \u00eatre class\u00e9es en quatre cat\u00e9gories distinctes&nbsp;: Des moyens restreints vont influencer de mani\u00e8re significative la d\u00e9finition des besoins de l\u2019enqu\u00eate. Pour pallier \u00e0 ce probl\u00e8me, le recours \u00e0 internet permet de diminuer&hellip;&nbsp;<a href=\"https:\/\/www.dragnsurvey.com\/blog\/lorganisation-dune-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\">L&rsquo;organisation d&rsquo;une enqu\u00eate<\/span>   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-483","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>L&#039;organisation d&#039;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\/lorganisation-dune-enquete-de-satisfaction\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L&#039;organisation d&#039;une enqu\u00eate de satisfaction\" \/>\n<meta property=\"og:description\" content=\"Une bonne organisation d\u00e9pend d\u2019un travail en amont structur\u00e9 et bien pr\u00e9par\u00e9. Pour cela, de nombreuses questions doivent \u00eatre abord\u00e9es. Ces questions peuvent \u00eatre class\u00e9es en quatre cat\u00e9gories distinctes&nbsp;: Des moyens restreints vont influencer de mani\u00e8re significative la d\u00e9finition des besoins de l\u2019enqu\u00eate. 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