{"id":28516,"date":"2019-12-03T15:13:51","date_gmt":"2019-12-03T14:13:51","guid":{"rendered":"https:\/\/mopinion.com\/?p=28516"},"modified":"2024-12-31T09:53:53","modified_gmt":"2024-12-31T08:53:53","slug":"exemples-questions-denquete-sur-lexperience-client-cx","status":"publish","type":"post","link":"https:\/\/mopinion.com\/fr\/exemples-questions-denquete-sur-lexperience-client-cx\/","title":{"rendered":"[Exemples] Questions d\u2019enqu\u00eate sur l\u2019exp\u00e9rience client (CX)"},"content":{"rendered":"

Les experts pr\u00e9disent que d\u2019ici 2020, l\u2019exp\u00e9rience client sera l\u2019aspect le plus important pour les clients, devant le produit lui-m\u00eame ou le prix. Bien que la majorit\u00e9 des entreprises aient pris conscience de ce facteur comme \u00e9tant essentiel \u00e0 leur succ\u00e8s en ligne, elles n\u2019ont pas toujours les moyens d\u2019am\u00e9liorer ce point. Vous voulez vous assurer que votre CX va au-del\u00e0 de celle de vos concurrents\u2009? Essayez ces questions d\u2019enqu\u00eate sur l\u2019exp\u00e9rience client<\/a> de notre Survey Marketplace!<\/h4>\n
\n

<\/p>\n

Pour en savoir plus sur les questions d\u2019enqu\u00eate sur l\u2019exp\u00e9rience client<\/strong>, cliquez ci-dessous. <\/p>\n

\n

<\/p>\n

Qu\u2019est-ce que l\u2019exp\u00e9rience client\u2009? Et pourquoi la mesurer?<\/h3>\n

Gartner d\u00e9finit l\u2019exp\u00e9rience client comme \u00ab\u2009les perceptions du client et les sentiments connexes caus\u00e9s par l\u2019effet unique et cumulatif des interactions avec les employ\u00e9s, les syst\u00e8mes, les canaux ou les produits d\u2019un fournisseur\u2009\u00bb<\/em>.
\n
\nMais pourquoi mesurer le CX\u2009? Mesurer l\u2019exp\u00e9rience client vous permet de comprendre ce que vos clients pensent de votre marque, produit ou service. Cela vous permet \u00e9galement, \u00e0 vous et \u00e0 votre \u00e9quipe, de mieux comprendre votre exp\u00e9rience client dans son ensemble. Ces informations peuvent ensuite \u00eatre utilis\u00e9es pour vous aider, vous et votre \u00e9quipe digitale, \u00e0 prendre des d\u00e9cisions \u00e9clair\u00e9es et \u00e0 vous assurer que votre exp\u00e9rience client r\u00e9pond aux besoins de vos clients.
\n
\n\"Mopinion:
\nSource: CloudCherry<\/em><\/p>\n

Questions d\u2019enqu\u00eate sur l\u2019exp\u00e9rience client<\/h2>\n

Pr\u00eat \u00e0 commencer \u00e0 mesurer votre CX\u2009? Pour cela, il vous faut commencer \u00e0 d\u00e9ployer des enqu\u00eates sur l\u2019exp\u00e9rience client. Dans le Survey Marketplace de Mopinion, vous trouverez deux exemples de questions d\u2019enqu\u00eate sur l\u2019exp\u00e9rience client:<\/p>\n

1. Enqu\u00eate d\u2019avis aupr\u00e8s des clients (exemple)<\/h3>\n

Les enqu\u00eates d\u2019avis des clients<\/strong> aident les utilisateurs \u00e0 acqu\u00e9rir une connaissance approfondie de l\u2019exp\u00e9rience client, ce qui leur donne les moyens d\u2019am\u00e9liorer leur CX et d\u2019attirer davantage de clients.
\n
\nQuels sont les meilleurs types de questions d\u2019enqu\u00eate?<\/strong><\/em>
\nVous pouvez utiliser un certain nombre de mesures diff\u00e9rentes, comme les smileys, les \u00e9toiles, les notes (1-10) et les commentaires ouverts qui vous donnent plus de d\u00e9tails sur les raisons pour lesquelles vos visiteurs vous ont donn\u00e9 la note qu\u2019ils ont donn\u00e9e.
\n
\nConsultez l\u2019exemple d\u2019enqu\u00eate ici<\/a>
\n
\n\"Mopinion:<\/p>\n

2. Enqu\u00eate sur le coefficient de recommandation net (NPS) (exemple)<\/h3>\n

Les enqu\u00eates de relations sur le NPS<\/strong> sont un excellent point de d\u00e9part pour mesurer \u00e0 la fois la fid\u00e9lit\u00e9 et l\u2019exp\u00e9rience de la client\u00e8le, ainsi que pour cerner les lacunes qui pourraient n\u00e9cessiter une attention suppl\u00e9mentaire. En fait, le NPS est l\u2019une des mesures les plus utilis\u00e9es par les entreprises. Le fait de savoir qui sont vos d\u00e9tracteurs vous donne l\u2019occasion de les transformer en promoteurs.
\n
\nNote: Il ne faut pas confondre cet exemple d\u2019enqu\u00eate avec l\u2019enqu\u00eate transactionnelle sur le NPS, qui est fond\u00e9e uniquement sur un certain \u00e9v\u00e9nement ou une certaine transaction.
\n
\nQuels sont les meilleurs types de questions d\u2019enqu\u00eate?<\/strong><\/em>
\nComme dans le cas d\u2019une enqu\u00eate transactionnelle sur le NPS, les enqu\u00eates de relations sur les NPS poseront la question : \u00ab\u2009Quelle est la probabilit\u00e9 que vous nous recommandiez \u00e0 votre famille et \u00e0 vos amis\u2009\u00bb. La seule diff\u00e9rence est que la relation NPS est g\u00e9n\u00e9rale, alors que la transaction NPS est bas\u00e9e sur un certain \u00e9v\u00e9nement ou une certaine transaction. Pour donner suite \u00e0 cette question, vous pouvez inclure une section de r\u00e9ponse ouverte ou m\u00eame demander au client un peu plus d\u2019informations sur lui-m\u00eame (pour construire une personnalit\u00e9 et cr\u00e9er des groupes de clients).
\n
\nConsultez les questions d\u2019enqu\u00eate ici<\/a>
\n
\n\"Mopinion: <\/p>\n

En savoir plus sur notre Survey Market Place<\/h2>\n

Mopinion a r\u00e9cemment lanc\u00e9 le Survey Marketplace, un site Web Mopinion destin\u00e9 \u00e0 vous fournir l\u2019inspiration et les informations dont vous avez besoin pour commencer \u00e0 utiliser les enqu\u00eates de satisfaction sur vos sites et applications mobiles. Cette biblioth\u00e8que d\u00e9taill\u00e9e d\u2019exemples<\/strong> et de mod\u00e8les d\u2019enqu\u00eates<\/strong> couvre huit cat\u00e9gories d\u2019enqu\u00eates.
\n
\n\"Mopinion:
\n
\nCe qui est \u00e9galement pratique avec notre Survey Marketplace, c\u2019est que n\u2019importe qui peut prendre l\u2019un de nos exemples d\u2019enqu\u00eates et l\u2019adapter \u00e0 ses besoins.
\n
\nVous avez trouv\u00e9 une enqu\u00eate que vous aimeriez essayer sur votre propre site Web?<\/em> Cliquez simplement sur le bouton \u00ab\u2009Personnaliser cette enqu\u00eate\u2009\u00bb et essayez le mod\u00e8le gratuitement (dans le cadre d\u2019un essai gratuit).
\n
\nVous \u00eates d\u00e9j\u00e0 client Mopinion?<\/em> Tous les mod\u00e8les que vous voyez sur notre Marketplace sont disponibles via le Cr\u00e9ateur d\u2019enqu\u00eate dans la plateforme Mopinion.<\/p>\n

\n

Vous voulez en savoir plus?<\/h3>\n

Visitez Survey Marketplace <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Les experts pr\u00e9disent que d\u2019ici 2020, l\u2019exp\u00e9rience client sera l\u2019aspect le plus important pour les clients, devant le produit lui-m\u00eame ou le prix. Bien que la majorit\u00e9 des entreprises aient pris conscience de ce facteur comme \u00e9tant essentiel \u00e0 leur succ\u00e8s en ligne, elles n\u2019ont pas toujours les moyens d\u2019am\u00e9liorer ce point. Vous voulez vous […]<\/p>\n","protected":false},"author":12,"featured_media":25283,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1893],"tags":[2073,2141],"class_list":["post-28516","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retroaction-numerique","tag-customer-experience-fr","tag-guides-fr"],"acf":[],"yoast_head":"\n[Exemples] Questions d\u2019enqu\u00eate sur l\u2019exp\u00e9rience client (CX) - Mopinion<\/title>\n<meta name=\"description\" content=\"Les experts pr\u00e9disent que d\u2019ici 2020, l\u2019exp\u00e9rience client sera l\u2019aspect le plus important pour les clients, devant le produit lui-m\u00eame ou le prix. Bien que la majorit\u00e9 des entreprises aient pris conscience de ce facteur comme \u00e9tant essentiel \u00e0 leur succ\u00e8s en ligne, elles n\u2019ont pas toujours les m\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mopinion.com\/fr\/exemples-questions-denquete-sur-lexperience-client-cx\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"[Exemples] Questions d\u2019enqu\u00eate sur l\u2019exp\u00e9rience client (CX) - Mopinion\" \/>\n<meta property=\"og:description\" content=\"Les experts pr\u00e9disent que d\u2019ici 2020, l\u2019exp\u00e9rience client sera l\u2019aspect le plus important pour les clients, devant le produit lui-m\u00eame ou le prix. 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