{"id":8624,"date":"2023-09-25T10:55:48","date_gmt":"2023-09-25T09:55:48","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog\/?p=8624"},"modified":"2025-10-19T13:48:25","modified_gmt":"2025-10-19T12:48:25","slug":"comprendre-le-net-promoter-score-guide-complet","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/comprendre-le-net-promoter-score-guide-complet\/","title":{"rendered":"<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Comprendre le Net Promoter Score<\/span>   : un guide complet<\/div>"},"content":{"rendered":"\n<p>Le Net Promoter Score, ou NPS, est une m\u00e9thode simple et efficace pour mesurer la fid\u00e9lit\u00e9 de la client\u00e8le. Cr\u00e9\u00e9 par Frederick F. Reichheld de Bain &amp; Company en 2003, il est utilis\u00e9 par plus des deux tiers des entreprises du Fortune 1000.<\/p>\n\n\n\n<p>Le NPS est bas\u00e9 sur une simple question : \u00ab <strong>Sur une \u00e9chelle de 0 \u00e0 10, quelle est la probabilit\u00e9 que vous recommandiez notre entreprise\/produit\/service \u00e0 un ami ou un coll\u00e8gue ?<\/strong> \u00bb. Les r\u00e9pondants sont alors class\u00e9es en trois cat\u00e9gories :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Les d\u00e9tracteurs (0-6)<\/li><li>Les passifs (7-8)<\/li><li>Les promoteurs (9-10)<\/li><\/ul>\n\n\n\n<p>Le score est calcul\u00e9 en soustrayant le pourcentage de d\u00e9tracteurs du pourcentage de promoteurs.<\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>&gt;&gt;Utiliser la <strong>questions NPS<\/strong> avec le logiciel de <strong>questionnaire Drag'n Survey<\/strong>, <strong><a href=\"https:\/\/www.dragnsurvey.com\/blog\/calcul-net-promoter-score-nps-definition-presentation\/\">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<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"650\" height=\"433\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2023\/09\/guide-net-promoter-score.jpg\" alt=\"\" class=\"wp-image-8635\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2023\/09\/guide-net-promoter-score.jpg 650w, https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2023\/09\/guide-net-promoter-score-300x200.jpg 300w\" sizes=\"auto, (max-width: 650px) 100vw, 650px\" \/><\/figure><\/div>\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\"><span style=\"text-decoration: underline;\">le NPS, un indicateur indispensable pour les organisations<\/span><\/h2>\n\n\n\n<p>Le NPS est un&nbsp;<strong>indicateur cl\u00e9 de la satisfaction de la client\u00e8le<\/strong>&nbsp;et de la fid\u00e9lit\u00e9 \u00e0 une marque. Selon les recherches de Frederick Reichheld, le cr\u00e9ateur du Net Promoter Score, il existe une forte corr\u00e9lation entre un NPS \u00e9lev\u00e9 et la croissance d'une entreprise.<\/p>\n\n\n\n<p>La vraie puissance du NPS r\u00e9side dans sa simplicit\u00e9. En effet, comme une seule question est pos\u00e9e, les taux de r\u00e9ponse sont g\u00e9n\u00e9ralement beaucoup plus \u00e9lev\u00e9s que pour les sondages traditionnels.<\/p>\n\n\n\n<p>Dans les entreprises comme les t\u00e9l\u00e9communications, les banques, les prestataires de services Internet, o\u00f9 les clients ont de nombreuses occasions de vivre une exp\u00e9rience positive ou n\u00e9gative, <strong>le NPS peut fournir des informations pr\u00e9cieuses<\/strong>.<\/p>\n\n\n\n<p>En effet, un client promoteur, c'est-\u00e0-dire un client extr\u00eamement satisfait, a une valeur de vie 2,6 fois sup\u00e9rieure \u00e0 celle d'un client d\u00e9tracteur. Cela s'explique par le fait que les clients satisfaits sont non seulement plus susceptibles de rester fid\u00e8le \u00e0 une entreprise plus longtemps, mais ils sont \u00e9galement plus susceptibles de recommander une entreprise \u00e0 des consommateurs potentiels. <strong>Les recommandations ont un pouvoir \u00e9norme dans le monde de l'entreprise<\/strong>. <\/p>\n\n\n\n<p>Selon le Nielsen Global Trust in Advertising Report, <strong>83% des consommateurs font confiance aux recommandations de leurs amis et de leur famille<\/strong>. <\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><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><\/div>\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\"><span style=\"text-decoration: underline;\">Utiliser correctement le NPS<\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. Analyser le score<\/h3>\n\n\n\n<p>\u00c9videmment, l'objectif est d'obtenir un NPS \u00e9lev\u00e9. Un&nbsp;<strong>Net Promoter Score de 50 est g\u00e9n\u00e9ralement consid\u00e9r\u00e9 comme excellent<\/strong>, tandis qu'un score de 70 est exceptionnel. Cependant, il est important de noter que le NPS n'est pas le seul indicateur de succ\u00e8s.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">2. Collecter des commentaires<\/h3>\n\n\n\n<p>La force du NPS r\u00e9side \u00e9galement dans le commentaire ouvert qui suit la question de la notation. Ces commentaires permettent d'identifier les raisons pour lesquelles un client a donn\u00e9 une note sp\u00e9cifique.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">3. Mettre en \u0153uvre des am\u00e9liorations bas\u00e9es sur les commentaires<\/h3>\n\n\n\n<p>Une fois les commentaires collect\u00e9s et analys\u00e9s, le travail ne fait que commencer. Les commentaires des d\u00e9tracteurs peuvent \u00eatre exploit\u00e9s pour <strong>identifier et r\u00e9soudre les probl\u00e8mes<\/strong>.<\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><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\" 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><\/div>\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\"><span style=\"text-decoration: underline;\">Le NPS en action : cas d'application en entreprise<\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Apple<\/h3>\n\n\n\n<p>Apple&nbsp;est l'une des entreprises les plus connues qui utilise le NPS. Leur <strong>score exceptionnellement \u00e9lev\u00e9 de 89<\/strong> en 2017 est li\u00e9 \u00e0 leur engagement in\u00e9gal\u00e9 envers la satisfaction de la client\u00e8le. Ils utilisent activement les commentaires de leurs clients pour am\u00e9liorer constamment leurs produits et services.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Amazon<\/h3>\n\n\n\n<p>Amazon, avec son c\u00e9l\u00e8bre mantra \u00ab le client d'abord \u00bb, utilise \u00e9galement le Net Promoter Score pour mesurer la satisfaction de la client\u00e8le. Leur score \u00e9lev\u00e9 (69 en 2020) confirme leur position de leader dans le domaine de la satisfaction des consommateurs.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Netflix<\/h3>\n\n\n\n<p>Netflix, le g\u00e9ant du streaming, est un autre exemple d'utilisation du NPS. En 2020, Netflix affichait un score de 68, soulignant son engagement \u00e0 fournir une exp\u00e9rience utilisateur unique. La plateforme utilisent le Net Promoter Score pour <strong>\u00e9valuer la satisfaction des clients vis-\u00e0-vis des contenus, de l'interface utilisateurs et du service client<\/strong>. Cela permet \u00e0 Netflix de g\u00e9rer efficacement son catalogue et d'\u00e9voluer avec les attentes des utilisateurs.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Tesla<\/h3>\n\n\n\n<p>Tesla, le leader de l'innovation dans l'industrie automobile, utilise \u00e9galement le NPS pour mesurer la satisfaction client et la fid\u00e9lit\u00e9 \u00e0 leur marque. En 2020, <strong>Tesla a atteint un score de 96<\/strong>, l'un des plus \u00e9lev\u00e9s tous secteurs confondus. Ce score est le reflet de la proposition de valeur unique de l'entreprise en termes de technologie avanc\u00e9e, de durabilit\u00e9 et de design des v\u00e9hicules. Les commentaires recueillis via le NPS sont exploit\u00e9s afin d'am\u00e9liorer continuellement leur offre et de renforcer la fid\u00e9lit\u00e9 des 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\"><span style=\"text-decoration: underline;\">Conclusion<\/span><\/h2>\n\n\n\n<p>Au-del\u00e0 d'un simple chiffre, <strong>le Net Promoter Score est un outil puissant pour comprendre la satisfaction de la client\u00e8le<\/strong> et pour identifier les domaines d'am\u00e9lioration. Dans un monde de plus en plus concurrentiel, c'est un moyen efficace pour s'assurer que votre entreprise propose les produits et services que veulent vos clients.<\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><a href=\"https:\/\/www.dragnsurvey.com\/request\/demo\"><img decoding=\"async\" src=\"https:\/\/www.dragnsurvey.com\/blog\/wp-content\/uploads\/2021\/08\/demander-une-demo-long.png\" alt=\"\" class=\"wp-image-5399\" width=\"650\" 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=\"(max-width: 902px) 100vw, 902px\" \/><\/a><\/figure><\/div>\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>Tout savoir pour calculer votre NPS, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/calcul-nps\/\">cliquez-ici<\/a><br>Ma\u00eetriser la relation client en 10 \u00e9tapes, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/relation-client-10-principes-indispensables\/\">cliquez-ici<\/a><br>Mettre en place un questionnaire de satisfaction, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/14-exemples-de-questions-questionnaire-de-satisfaction-client\/\">cliquez-ici<\/a><br>La progression du NPS et ses retomb\u00e9es potentielles, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/net-promoter-score-origine-expansion-et-impacts-futurs\/\">cliquez-ici<\/a><br>Les raisons de mesurer le contentement des acheteurs, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/importance-net-promoter-score-pour-entreprise\/\">cliquez-ici<\/a><br>Les 10 meilleurs sites pour r\u00e9aliser un sondage en ligne, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/meilleurs-outils-creer-un-sondage-en-ligne\/\">cliquez-ici<\/a><br>Utiliser l'indicateur de Frederick Reichheld en entreprise, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/comment-utiliser-le-nps\/\">cliquez-ici<\/a><br>Int\u00e9ragir avec les consommateurs gr\u00e2ce au sondage en ligne, <a href=\"https:\/\/www.dragnsurvey.com\/sondage-en-ligne\">cliquez-ici<\/a><br>Les outils les plus avanc\u00e9s pour cr\u00e9er un quiz en ligne efficace, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/meilleurs-logiciels-creer-un-quiz-en-ligne\/\">cliquez-ici<\/a><br>Avoir recours aux \u00e9chelles de Likert dans une enqu\u00eate sur le web, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/echelle-de-likert\/\">cliquez-ici<\/a><br>Les diff\u00e9rences entre Drag'n Survey, Google Forms et Surveymonkey, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/5-meilleures-alternatives-google-forms\/\">cliquez-ici<\/a><br>Am\u00e9liorer l'engagement des salari\u00e9s avec la mise en place d'un quiz en ligne, <a href=\"https:\/\/www.dragnsurvey.com\/quiz-en-ligne\">cliquez-ici<\/a><br>Plus de 20 types de questions disponibles dans les questionnaires Drag'n Survey, <a href=\"https:\/\/www.dragnsurvey.com\/\">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><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le Net Promoter Score, ou NPS, est une m\u00e9thode simple et efficace pour mesurer la fid\u00e9lit\u00e9 de la client\u00e8le. Cr\u00e9\u00e9 par Frederick F. Reichheld de Bain &amp; Company en 2003, il est utilis\u00e9 par plus des deux tiers des entreprises du Fortune 1000. Le NPS est bas\u00e9 sur une simple question : \u00ab Sur une&hellip;&nbsp;<a href=\"https:\/\/www.dragnsurvey.com\/blog\/comprendre-le-net-promoter-score-guide-complet\/\" rel=\"bookmark\">Lire la suite &raquo;<span class=\"screen-reader-text\"><\/p>\n<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Comprendre le Net Promoter Score<\/span>   : un guide complet<\/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":[55],"class_list":["post-8624","post","type-post","status-publish","format-standard","hentry","category-enquete-de-satisfaction","tag-net-promoter-score"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.7 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Comprendre le Net Promoter Score : un guide complet - 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\/comprendre-le-net-promoter-score-guide-complet\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comprendre le Net Promoter Score : un guide complet\" \/>\n<meta property=\"og:description\" content=\"Le Net Promoter Score, ou NPS, est une m\u00e9thode simple et efficace pour mesurer la fid\u00e9lit\u00e9 de la client\u00e8le. 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