Management

La satisfaction client : Pour que la mesure soit opérante

Dans les deux premiers articles sur la satisfaction, nous avions mis le curseur sur deux points pertinents : la place de l’enquête de satisfaction dans son cadre global de l’écoute clients et la nécessité de la compréhension profonde du concept de la satisfaction pour que ses applications soient efficientes. Ces précisions étaient indispensables avant de s’intéresser à la mesure de la satisfaction, ses préalables et ses techniques.


Toute démarche d’étude de satisfaction qui se respecte doit approfondir la réflexion sur les points cardinaux suivants :

I-Quelles dimensions de satisfaction traiter ?
La construction d’un bon instrument de recueil d’information est tributaire de la pertinence des thèmes qui doivent être abordés dans une étude de satisfaction. Une approche complète nécessite l’approfondissement du traitement des huit variables suivantes: les indicateurs de satisfaction, la satisfaction globale, la satisfaction évolutive, la segmentation des clients, l’importance des critères, la satisfaction des concurrents et la question relative à la fidélité. Il est fortement conseillé que ces thèmes fassent l’objet d’une réflexion collective du groupe de pilotage afin que les indicateurs de satisfaction émanent des « moments de vérité » dans une relation client. Dans le domaine des voitures, les moments de vérité sont la recherche d’information, le premier contact avec le commercial, l’entretien de vente, la présentation du véhicule, la livraison, les révisions du SAV etc. Dans ce processus, au moins trois ou quatre acteurs sont impliqués et leur participation dans la définition des indicateurs est indispensable.

II-La note globale est-elle nécessaire ?
C’est l’une des variables les plus importantes ne serait-ce que parce qu’elle permet de calculer le poids relatif de chaque critère. Elle permet aussi d’indiquer le positionnement par rapport aux concurrents. Il est aussi conseillé de la traiter en fin du questionnaire pour permettre au répondant d’avoir une idée globale des différentes questions posées. Elle est souvent évaluée sur une échelle de 1 à 10 pour plus de précision de l’évaluation.

III- La question relative à la concurrence est-elle pertinente ?
Sans question sur la concurrence, il est difficile de connaitre son positionnement sur le marché. Aujourd’hui, être excellent ne signifie pas être vendu : un produit doit être perçu comme meilleur que les autres. D’abord cette question permet de connaitre l’écart entre la qualité livrée et celle perçue par les consommateurs et les actions d’améliorations auront conséquemment plus de sens. Ensuite, ignorer cette variable relève de la myopie en marketing/qualité : imaginons que l’on ait une note globale honorable de 7/10 et que l’on ne sache pas que nos deux concurrents, par exemple, ont 8 et 8,5/10. Il ne faut donc pas confondre satisfaction client et avantage concurrentiel. Enfin, on peut, grâce à la question sur la concurrence, déterminer la note moyenne du marché comme un référentiel.

IV- Enquête qualitative ou quantitative ?
Les deux enquêtes sont indispensables. L’aspect qualitatif comme préalable permet d’orienter et de mieux cibler un questionnaire quantitatif. Guides d’entretiens ou questions ouvertes doivent permettre aux répondants de s’exprimer le plus librement possible et à cette fin, éviter le tout chiffre. L’enquête quantitative doit apporter le plus d’informations précises et chiffrées pour construire des baromètres, mais aussi comparer et évaluer d’une manière rationnelle les actions d’amélioration. Il faut signaler que dans une approche complète on termine le processus par une enquête qualitative. Elle est conçue pour approfondir l’explication des informations quantitatives jugées incomplètes.

V- Les étapes des enquêtes qualitatives et quantitatives
Cinq grandes phases caractérisent une enquête qualitative et se déclinent comme suit : la conception de l’outil de recueil d’information, la phase terrain de recueil d’informations, la mise à plat ou retranscription, les analyses lexicales et sémantiques et la présentation des résultats.
Dans une étude quantitative 12 phases doivent se succéder : la définition de la population d’enquête, le mode de recueil, l’échantillonnage, le questionnaire, le pré-test, le briefing, l’essai, le recueil terrain, la codification, la saisie, le traitement et la présentation des résultats.

VI- Comment étudier le niveau de fidélité ?
La fidélité ne se déclare pas et personne ne vous dira qu’il est infidèle. C’est la raison pour laquelle, pour cerner la fidélité, trois questions doivent être posées sur l’ancienneté, l’exclusivité et la recommandation d’autres clients.


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