{"id":6250,"date":"2022-09-01T09:39:43","date_gmt":"2022-09-01T08:39:43","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog\/?p=6250"},"modified":"2024-11-13T16:31:25","modified_gmt":"2024-11-13T15:31:25","slug":"comment-utiliser-le-nps","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/comment-utiliser-le-nps\/","title":{"rendered":"
Comment utiliser le<\/span> NPS ?<\/div>"},"content":{"rendered":"\n

\u00c9valuer de mani\u00e8re r\u00e9guli\u00e8re le niveau de satisfaction de sa client\u00e8le est capital pour la croissance et la p\u00e9rennisation d'une entreprise. Consid\u00e9r\u00e9 comme l'un des indicateurs de satisfaction client, le Net Promotion Score (NPS) <\/strong>peut \u00eatre utilis\u00e9 pour mesurer l'int\u00e9r\u00eat que les consommateurs portent \u00e0 un produit ou une marque. Drag'n Survey r\u00e9v\u00e8le toutes les caract\u00e9ristiques de cet indicateur et le moyen de l'utiliser pour am\u00e9liorer la satisfaction des clients.<\/p>\n\n\n\n

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>> D\u00e9couvrir tous les avantages du Net Promoter Score<\/strong><\/a><\/em><\/p>\n\n\n\n

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Le NPS, un outil essentiel pour am\u00e9liorer l'exp\u00e9rience client<\/span><\/h2>\n\n\n\n

Le Net Promotion Scorer<\/strong> est un indicateur qui a \u00e9t\u00e9 \u00e9labor\u00e9 en 2003 par Fred Reichheld. Son utilit\u00e9 principale consiste \u00e0 mesurer le niveau de satisfaction du client. Cet outil permet \u00e0 une entreprise d'\u00e9valuer la probabilit\u00e9 que ses consommateurs fassent sa promotion autour d'eux<\/strong>. Le principe du NPS se base sur le fait que, lorsqu'un client est content des services d'une marque, il est prompt \u00e0 recommander cette derni\u00e8re \u00e0 ses proches.<\/p>\n\n\n\n

En d\u00e9terminant cette probabilit\u00e9, l'entreprise peut donc avoir une id\u00e9e du niveau de satisfaction de son audience vis-\u00e0-vis des services qu'elle propose. D\u00e9tenir cette information est indispensable pour une organisation. Cela lui offre la possibilit\u00e9 d'am\u00e9liorer la qualit\u00e9 de son accueil et de ses produits. L'objectif est de fid\u00e9liser ses clients et les convertir en ambassadeurs inconditionnels.<\/p>\n\n\n\n

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Comment \u00e9valuer le NPS<\/span> ?<\/h2>\n\n\n\n

L'\u00e9valuation du NPS<\/strong> s'effectue en demandant simplement au consommateur s'il est pr\u00eat \u00e0 recommander les produits et services de l'entreprise autour de lui. La demande est formul\u00e9e sous la forme d'une question unique \u00e0 laquelle il doit r\u00e9pondre en donnant une note allant de 0 \u00e0 10<\/strong>. La note donn\u00e9e par le consommateur aide l'entreprise \u00e0 situer son niveau de satisfaction et l'effort qu'elle doit fournir pour le fid\u00e9liser.<\/p>\n\n\n\n

Gr\u00e2ce au logiciel de questionnaires en ligne Drag'n Survey, la r\u00e9alisation d'un sondage NPS peut s'effectuer en quelques minutes<\/strong>. Ce sondage peut m\u00eame \u00eatre transmis instantan\u00e9ment aux clients via les r\u00e9seaux sociaux, ou par mail.<\/p>\n\n\n\n

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NPS : le classement des clients selon des cat\u00e9gories<\/span><\/h2>\n\n\n\n

L'\u00e9valuation du NPS permet \u00e0 l'organisation de classer ses clients en 3 cat\u00e9gories principales<\/strong>, en fonction de la note qu'ils ont donn\u00e9e.<\/p>\n\n\n\n

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Les clients m\u00e9contents<\/h3>\n\n\n\n

Cette cat\u00e9gorie regroupe les clients ayant donn\u00e9 une note allant de 0 \u00e0 6<\/strong>, ce qui indique qu'ils sont totalement insatisfaits par les services propos\u00e9s par l'entreprise. Ce groupe de consommateurs doit \u00eatre abord\u00e9 avec la plus grande urgence car ils sont consid\u00e9r\u00e9s comme de potentiels d\u00e9tracteurs de l'entreprise. Ils sont le plus souvent prompts \u00e0 ternir l'image de celle-ci autour d'eux en exprimant leur insatisfaction via tous les canaux de communication dont ils disposent. L'entreprise doit donc mettre en place un plan d'action sp\u00e9cifique<\/strong> pour regagner leur confiance et r\u00e9duire leur pouvoir de nuisance.<\/p>\n\n\n\n

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Les clients passifs<\/h3>\n\n\n\n

Les clients passifs sont les consommateurs qui ont donn\u00e9 une note de 7 \u00e0 8<\/strong> au sondage NPS effectu\u00e9 par l'entreprise. Ce client est plus facile \u00e0 fid\u00e9liser parce que sa note \u00e9voque d\u00e9j\u00e0 un certain niveau de satisfaction vis-\u00e0-vis de l'organisation. Un client passif est aussi une personne qui n'h\u00e9sitera pas \u00e0 se tourner vers un concurrent de l'entreprise, si ce dernier lui propose une offre un peu plus attrayante. Il faut donc anticiper cela en se rapprochant de lui pour identifier ses besoins sp\u00e9cifiques. Il sera alors possible de lui proposer des services taill\u00e9s sur mesure<\/strong> et susceptibles de faire grimper son niveau de satisfaction.<\/p>\n\n\n\n

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Les clients promoteurs<\/h3>\n\n\n\n

C'est le groupe de clients qui est suffisamment enthousiaste vis-\u00e0-vis des services de l'entreprise pour en faire spontan\u00e9ment la promotion autour de lui. L'entreprise doit d\u00e9ployer ses meilleurs moyens pour les conserver. Ce sont ceux qui lui apporteront la majeure partie de son chiffre d'affaires. Pour les garder, elle doit s'assurer de leur faire b\u00e9n\u00e9ficier d'un traitement sp\u00e9cial<\/strong> pour qu'ils se sentent choy\u00e9s et consid\u00e9r\u00e9s. Elle peut par exemple leur offrir une carte de fid\u00e9lit\u00e9, donnant droit \u00e0 un pourcentage de r\u00e9duction sur chaque achat.<\/p>\n\n\n\n

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Articles compl\u00e9mentaires :<\/strong>
D\u00e9couvrir le logiciel de sondage Typeform, cliquez-ici<\/a>
Les six diff\u00e9rents types de clients insatisfaits, cliquez-ici<\/a>
L'essentiel de la relation client en 10 principes, cliquez-ici<\/a>
Tout savoir sur le score de satisfaction acheteur, cliquez-ici<\/a>
Les principaux indicateurs li\u00e9s au contentement, cliquez-ici<\/a>
Calculer le NPS avec la calculateur Drag'n Survey, cliquez-ici<\/a>
D\u00e9couvrir des mod\u00e8les pour cr\u00e9er un sondage en ligne, cliquez-ici<\/a>
Les questions \u00e0 poser dans une \u00e9tude de satisfaction client, cliquez-ici<\/a>
L'enjeux du contentement des acheteurs pour une entreprise, cliquez-ici<\/a><\/p>\n\n\n\n

Lire l'article <\/strong>:
Anglais - How to use NPS to boost customer loyalty, cliquez-ici<\/a>
Allemand - So steigern Sie mit NPS die Kundenbindung, cliquez-ici<\/a>
Portugais - Como usar o NPS para aumentar a fidelidade do cliente, cliquez-ici<\/a><\/p>\n\n\n\n

<\/div>\n","protected":false},"excerpt":{"rendered":"

\u00c9valuer de mani\u00e8re r\u00e9guli\u00e8re le niveau de satisfaction de sa client\u00e8le est capital pour la croissance et la p\u00e9rennisation d’une entreprise. Consid\u00e9r\u00e9 comme l’un des indicateurs de satisfaction client, le Net Promotion Score (NPS) peut \u00eatre utilis\u00e9 pour mesurer l’int\u00e9r\u00eat que les consommateurs portent \u00e0 un produit ou une marque. Drag’n Survey r\u00e9v\u00e8le toutes les… Lire la suite »<\/p>\n

Comment utiliser le<\/span> NPS ?<\/div>\n

<\/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-6250","post","type-post","status-publish","format-standard","hentry","category-enquete-de-satisfaction"],"yoast_head":"\nComment utiliser le NPS ? - Drag'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\/comment-utiliser-le-nps\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment utiliser le NPS ?\" \/>\n<meta property=\"og:description\" content=\"\u00c9valuer de mani\u00e8re r\u00e9guli\u00e8re le niveau de satisfaction de sa client\u00e8le est capital pour la croissance et la p\u00e9rennisation d'une entreprise. Consid\u00e9r\u00e9 comme l'un des indicateurs de satisfaction client, le Net Promotion Score (NPS) peut \u00eatre utilis\u00e9 pour mesurer l'int\u00e9r\u00eat que les consommateurs portent \u00e0 un produit ou une marque. 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