Étude de satisfaction client
Measure the loyalty of your buyers and transform their feedback into concrete actions to perfect your offering and customer experience.
Description
A customer's silence is not always a sign of satisfaction. When it comes to running a business, intuition has its limits: only direct feedback allows you to take the true temperature of your market. The customer satisfaction study is your diagnostic tool for understanding what your clients really think of you, beyond the simple act of purchase.
We do not merely collect scores; we decode the latent expectations and external perceptions that influence your reputation. Whether it involves validating the quality of a service, the ergonomics of a product, or the effectiveness of your after-sales support, this study transforms your passive customers into active ambassadors by demonstrating that their voice matters to your evolution.
Our approach
We transform customer sentiment into actionable data through a structured methodology:
- Objective definition: We begin by clearly identifying the goals of the study. What are we seeking to measure — loyalty (NPS), customer effort (CES), or overall satisfaction (CSAT)?
- Tailored design: We create a targeted questionnaire, designed to precisely measure satisfaction levels across specific aspects of your offering. Each question is carefully weighted to avoid bias and maximise response rates.
- Strategic sampling: We select a representative panel of your customers to ensure the results are statistically significant and genuinely relevant to your decision-making.
- Collection and statistical processing: We deploy the most effective distribution methods (email, SMS, QR codes). The data is then processed using statistical tools to extract major trends and isolate priority areas for improvement.
What you get
At the end of our assignment, you leave not with simple charts, but with a roadmap:
- A detailed results report: A clear analysis of your customers' perceptions, organised by theme.
- A strengths and weaknesses map: Precise identification of what delights your customers and what generates friction.
- An operational action plan: Concrete recommendations to address dissatisfactions and reinforce your competitive advantages.
- Steering indicators (KPIs): A reference baseline for measuring the impact of your future improvements and tracking the evolution of satisfaction over time.
Interested in this service?
Contact us to discuss your project and get a personalized quote.
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144 Avenue Jean Jaurès, 69007, Lyon
Monday to Friday, 8:30 AM to 6:30 PM