{"id":567,"date":"2015-12-04T15:31:29","date_gmt":"2015-12-04T14:31:29","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog\/?p=567"},"modified":"2026-01-13T14:21:04","modified_gmt":"2026-01-13T13:21:04","slug":"barometre-de-satisfaction-client-comment-lautomatiser-grace-au-questionnaire-en-ligne","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/barometre-de-satisfaction-client-comment-lautomatiser-grace-au-questionnaire-en-ligne\/","title":{"rendered":"<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Barom\u00e8tre de satisfaction client : comment l\u2019automatiser<\/span>   gr\u00e2ce au questionnaire en ligne ?<\/div>"},"content":{"rendered":"\n<p>Le <strong>barom\u00e8tre de satisfaction client<\/strong> est une enqu\u00eate soumise par une entreprise, de fa\u00e7on r\u00e9p\u00e9t\u00e9e, aupr\u00e8s des acheteurs d\u2019un produit ou d\u2019un service. L\u2019objectif est de suivre dans le temps l\u2019\u00e9volution du contentement et d'en comprendre les facteurs d\u00e9terminants.<\/p>\n\n\n\n<p>Pour une efficacit\u00e9 optimale, il doit s\u2019inscrire dans un processus global d\u2019am\u00e9lioration de la qualit\u00e9 qui peut \u00eatre organis\u00e9 de la fa\u00e7on suivante&nbsp;:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Identifier les attentes des consommateurs<\/li>\n\n\n\n<li>Mesurer les attentes et le contentement<\/li>\n\n\n\n<li>Mettre en place un plan d\u2019actions pour am\u00e9liorer la qualit\u00e9<\/li>\n\n\n\n<li>Suivre l\u2019\u00e9volution<\/li>\n<\/ol>\n\n\n\n<div style=\"height:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>&gt;&gt; Les meilleurs astuces pour <strong><a href=\"https:\/\/www.dragnsurvey.com\/blog\/14-exemples-de-questions-questionnaire-de-satisfaction-client\/\">cr\u00e9er une enqu\u00eate de satisfaction en ligne<\/a><\/strong><\/em><\/p>\n\n\n\n<div style=\"height:47px\" 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=\"380\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/06\/barometre-satisfaction-client-questionnaire-en-ligne.jpg\" alt=\"\" class=\"wp-image-4377\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/06\/barometre-satisfaction-client-questionnaire-en-ligne.jpg 600w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/06\/barometre-satisfaction-client-questionnaire-en-ligne-300x190.jpg 300w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">La construction du barom\u00e8tre de satisfaction client<\/h2>\n\n\n\n<p>La m\u00e9thode n\u2019est pas fig\u00e9e et chaque entreprise pourra l\u2019adapter en fonction de ses besoins et des objectifs qu\u2019elle poursuit. En effet, chaque structure \u00e0 des sp\u00e9cificit\u00e9s qu\u2019elle doit prendre en compte, comme le secteur d\u2019activit\u00e9 ou la typologie des acheteurs.<\/p>\n\n\n\n<p>Pour <strong>cr\u00e9er une enqu\u00eate de satisfaction<\/strong>, pas besoin de red\u00e9couvrir la formule, vous devez simplement tenir compte des diff\u00e9rentes options m\u00e9thodologiques et s\u00e9lectionner celles qui r\u00e9pondent aux enjeux de votre entreprise.<\/p>\n\n\n\n<div style=\"height:26px\" 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:26px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em><u>Exemple<\/u>&nbsp;:<\/em><\/p>\n\n\n\n<p><em>1) Souhaitez-vous mesurer le contentement uniquement sur vos produits et services ou souhaitez-vous vous comparer \u00e0 la concurrence&nbsp;?<\/em><\/p>\n\n\n\n<p><em>2) Souhaitez-vous interroger l\u2019ensemble de vos acheteurs, seulement une partie ou la client\u00e8le du secteur&nbsp;?<\/em><\/p>\n\n\n\n<p><em>3) &nbsp;Souhaitez-vous soumettre votre enqu\u00eate \u00e0 chaud (\u00e0 l\u2019acte d\u2019achat) ou \u00e0 froid (ult\u00e9rieurement)&nbsp;?<\/em><\/p>\n\n\n\n<p><em>4) quel moment ? De fa\u00e7on p\u00e9riodique ou de fa\u00e7on continue&nbsp;?<\/em><\/p>\n\n\n\n<p><em>5) Quelle mesure souhaitez-vous mettre en place, \u00e9chelle ou notation&nbsp;?<\/em><\/p>\n\n\n\n<div style=\"height:47px\" 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:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Les trois dimensions \u00e0 prendre en compte dans votre \u00e9tude<\/h2>\n\n\n\n<p>Pour obtenir les bonnes informations, vous devez prendre en compte trois points de vue compl\u00e9mentaires&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Le client<\/strong> - ce qui d\u00e9termine son contentement<\/li>\n\n\n\n<li><strong>L\u2019entreprise<\/strong> - mes qualit\u00e9s, mes d\u00e9fauts, mes axes d\u2019am\u00e9lioration<\/li>\n\n\n\n<li><strong>Les concurrents<\/strong> - me comparer face aux autres acteurs du march\u00e9<\/li>\n<\/ul>\n\n\n\n<div style=\"height:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Le questionnaire en ligne pour automatiser le barom\u00e8tre de satisfaction client<\/h2>\n\n\n\n<p>L\u2019utilisation d\u2019un logiciel de <strong>questionnaire en ligne<\/strong> vous permet de diffuser votre \u00e9tude par email, sur les r\u00e9seaux sociaux et forums ou de l\u2019int\u00e9grer directement sur votre site internet. Il facilite la diffusion et diffuse l\u2019\u00e9tude au bon moment.<\/p>\n\n\n\n<div style=\"height:26px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em><u>Exemple<\/u>&nbsp;:<\/em><\/p>\n\n\n\n<p><em>Lorsqu\u2019un acheteur valide sa commande sur mon site internet, je peux lui proposer directement dans une nouvelle fen\u00eatre ou \u00e0 travers une pop-up \"mon questionnaire\". <\/em><\/p>\n\n\n\n<p>On supprime ainsi l\u2019envoi postal, ce qui permet de diminuer les co\u00fbts et d\u2019augmenter le taux de participation (plus besoin pour le sond\u00e9 de retourner par courrier ses r\u00e9ponses).<\/p>\n\n\n\n<p>Le d\u00e9pouillement n\u2019est plus manuel, mais trait\u00e9 de mani\u00e8re automatis\u00e9e par le logiciel. Le risque d\u2019erreur est supprim\u00e9.<\/p>\n\n\n\n<p>Le logiciel se charge de l\u2019analyse des r\u00e9sultats et vous fournit des rapports que vous pouvez personnaliser.<\/p>\n\n\n\n<div style=\"height:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Suivre l'\u00e9volution de la satisfaction client avec le module \"analyse temporelle\" de Drag'n Survey<\/h2>\n\n\n\n<p>La mise en place d'un <strong>barom\u00e8tre de satisfaction<\/strong> implique de pouvoir suivre l'\u00e9volution de tendances dans le temps. En effet, il est important de v\u00e9rifier que les actions mises en places ont permis d'am\u00e9liorer le contentement des acheteurs. <\/p>\n\n\n\n<p>Avec le logiciel de questionnaire en ligne Drag'n Survey, il est possible de d\u00e9composer les r\u00e9sultats d'une question sur diff\u00e9rents laps de temps (jour, semaine, mois, ann\u00e9e). L'utilisateur visualise si les actions mises en places pour diminuer le niveau d'insatisfaction sur certains aspects d'un produit ou service ont eu un impact positif.<\/p>\n\n\n\n<div style=\"height:47px\" 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=\"975\" height=\"883\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/12\/analyse-temporelle.jpg\" alt=\"\" class=\"wp-image-5149\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/12\/analyse-temporelle.jpg 975w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/12\/analyse-temporelle-300x272.jpg 300w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2015\/12\/analyse-temporelle-768x696.jpg 768w\" sizes=\"auto, (max-width: 975px) 100vw, 975px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Segmenter les r\u00e9sultats pour des actions cibl\u00e9es<\/h2>\n\n\n\n<p>Au-del\u00e0 du suivi temporel, la segmentation des r\u00e9ponses constitue un levier essentiel pour exploiter pleinement votre <strong>barom\u00e8tre de satisfaction client<\/strong>. En croisant les donn\u00e9es collect\u00e9es avec des crit\u00e8res comme le type de produit achet\u00e9, la zone g\u00e9ographique, l'anciennet\u00e9 du client ou le canal d'achat, vous identifiez des tendances sp\u00e9cifiques \u00e0 chaque segment. Un taux de satisfaction global de 75 % peut masquer des disparit\u00e9s importantes. En effet, certains profils d'acheteurs peuvent \u00eatre tr\u00e8s satisfaits tandis que d'autres expriment des frustrations r\u00e9currentes. Cette analyse par tris crois\u00e9s permet de prioriser vos actions correctives sur les segments les plus critiques pour votre activit\u00e9. Par exemple, si les clients ayant achet\u00e9 en ligne affichent un contentement inf\u00e9rieur \u00e0 ceux ayant achet\u00e9 en boutique, vous saurez o\u00f9 concentrer vos efforts d'am\u00e9lioration. La segmentation transforme ainsi des donn\u00e9es brutes en insights actionnables pour chaque \u00e9quipe concern\u00e9e.<\/p>\n\n\n\n<div style=\"height:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Automatiser votre barom\u00e8tre avec la solution de questionnaire en ligne Drag\u2019n Survey<\/h2>\n\n\n\n<p>Drag\u2019n Survey est simple, puissant et efficace. Le fonctionnement sur un mod\u00e8le Freemium lui permet d\u2019\u00eatre accessible \u00e0 tous et de r\u00e9pondre \u00e0 l\u2019ensemble de vos besoins&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Offre <strong>GRATUITE<\/strong>\u00a0- Envoyez 200 emails et obtenez jusqu\u2019\u00e0 200 r\u00e9ponses par mois.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Offre <strong>PLUS<\/strong> \u00e0 24\u20ac HT\u00a0\/ mois sans engagement - Envoi d\u2019emails illimit\u00e9. Obtenez jusqu\u2019\u00e0 2000 r\u00e9ponses par mois. Personnalisez votre sondage aux couleurs et au logo de votre structure<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Offre <strong>PREMIUM<\/strong> \u00e0 49\u20ac HT \/ mois sans engagement - Emails et r\u00e9ponses illimit\u00e9s. Personnalisation avec votre logo et vos couleurs. Redirection automatis\u00e9e, une fois le sondage valid\u00e9, vers une page web de votre choix.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:47px\" 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:601px\" 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:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Articles compl\u00e9mentaires&nbsp;:<\/strong><br>Faire un sondage en ligne gratuitement, <a href=\"https:\/\/www.dragnsurvey.com\/sondage-en-ligne\">cliquez-ici<\/a><br>R\u00e9diger le cahier des charges de l'\u00e9tude, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-la-redaction-du-cahier-des-charges\/\">cliquez-ici<\/a><br>Optimiser l'exp\u00e9rience client en entreprise, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/experience-client-essentiel-a-savoir\/\">cliquez-ici<\/a><br>Le d\u00e9roulement global d'une enqu\u00eate client, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/le-deroulement-global-dune-enquete-de-satisfaction\/\">cliquez-ici<br><\/a>Obtenir des feedback aupr\u00e8s de ses acheteurs, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/feedback-client\/\">cliquez-ici<\/a><br>Cr\u00e9er un questionnaire de contentement client, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-construire-son-questionnaire\/\">cliquez-ici<\/a><br>Comparer les solutions Typeform et Drag'n Survey, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/5-alternatives-incontournables-a-typeform\/\">cliquez-ici<\/a><br>Comment organiser une enqu\u00eate aupr\u00e8s de ses clients ? <a href=\"https:\/\/www.dragnsurvey.com\/blog\/lorganisation-dune-enquete-de-satisfaction\/\">cliquez-ici<\/a><br>Utiliser une question Net Promoter Score dans un sondage, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/calcul-net-promoter-score-nps-definition-presentation\/\">cliquez-ici<\/a><a rel=\"noreferrer noopener\" href=\"https:\/\/www.dragnsurvey.com\/blog\/feedback-client\/\" target=\"_blank\"><br><\/a>Les logiciels pour une relation avec les consommateurs optimis\u00e9e, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/les-logiciels-pour-une-relation-client-efficace\/\">cliquez-ici<\/a><br>Tout savoir sur les questions \u00e0 poser dans un questionnaire de satisfaction, <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:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>Source&nbsp;:<br><\/em><em style=\"line-height: 1.5;\">SYNTEC EMO. \u00c9tudes Marketing et Opinion. Dunod, 2007&nbsp;<\/em><\/p>\n\n\n\n<div style=\"height:13px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Le barom\u00e8tre de satisfaction client est une enqu\u00eate soumise par une entreprise, de fa\u00e7on r\u00e9p\u00e9t\u00e9e, aupr\u00e8s des acheteurs d\u2019un produit ou d\u2019un service. L\u2019objectif est de suivre dans le temps l\u2019\u00e9volution du contentement et d&rsquo;en comprendre les facteurs d\u00e9terminants. Pour une efficacit\u00e9 optimale, il doit s\u2019inscrire dans un processus global d\u2019am\u00e9lioration de la qualit\u00e9 qui&hellip;&nbsp;<a href=\"https:\/\/www.dragnsurvey.com\/blog\/barometre-de-satisfaction-client-comment-lautomatiser-grace-au-questionnaire-en-ligne\/\" rel=\"bookmark\">Lire la suite &raquo;<span class=\"screen-reader-text\"><\/p>\n<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Barom\u00e8tre de satisfaction client : comment l\u2019automatiser<\/span>   gr\u00e2ce au questionnaire en ligne ?<\/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":{"rop_custom_images_group":[],"rop_custom_messages_group":[],"rop_publish_now":"initial","rop_publish_now_accounts":[],"rop_publish_now_history":[],"rop_publish_now_status":"pending","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-567","post","type-post","status-publish","format-standard","hentry","category-enquete-de-satisfaction"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.7 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ 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