{"id":3508,"date":"2021-02-15T12:31:20","date_gmt":"2021-02-15T12:31:20","guid":{"rendered":"https:\/\/www.imsm.com\/fr\/?p=3508"},"modified":"2024-06-12T11:13:11","modified_gmt":"2024-06-12T10:13:11","slug":"quel-est-larticle-de-la-norme-iso-9001-consacre-a-la-satisfaction-client","status":"publish","type":"post","link":"https:\/\/www.imsm.com\/fr\/news\/quel-est-larticle-de-la-norme-iso-9001-consacre-a-la-satisfaction-client\/","title":{"rendered":"Quel article de la norme ISO 9001 est consacr\u00e9 \u00e0 la satisfaction client ?"},"content":{"rendered":"<p>L\u2019un des objectifs de la certification <span style=\"color: #745ba3;\"><a href=\"http:\/\/www.imsm.com\/fr\/iso-9001\">ISO 9001<\/a><\/span> est d\u2019accro\u00eetre la satisfaction client.<\/p>\n<p>En effet, une entreprise souhaitant rester performante et se d\u00e9velopper doit constamment examiner comment ses produits ou services r\u00e9pondent aux besoins et aux attentes des clients. Plusieurs articles de la norme <span style=\"color: #745ba3;\"><a href=\"http:\/\/www.imsm.com\/fr\/iso-9001\">ISO 9001<\/a><\/span> mentionnent la satisfaction client.<\/p>\n<h2>Que nous dit l\u2019article 9.1.2 sur la satisfaction client ?<\/h2>\n<p>Le but de cet article est d\u2019encourager les entreprises \u00e0 d\u00e9velopper une approche syst\u00e9matique pour mesurer les besoins de leurs clients. Il est important de souligner que lorsque nous parlons de \u201dclients\u201d, nous ne faisons pas simplement r\u00e9f\u00e9rence aux utilisateurs finaux de vos produits ou services. Le mot \u201dclient\u201d, comprend \u00e9galement tous les prestataires, distributeurs qui commercialisent et vendent votre produit, ou assembleurs qui int\u00e8grent vos produits au sein des leurs.<\/p>\n<h3>\u00c9tape 1 \u2013 D\u00e9terminez une strat\u00e9gie pour obtenir des retours clients<\/h3>\n<p>\u00c9tablissez votre strat\u00e9gie en suivant les \u00e9tapes suivantes :<\/p>\n<ul>\n<li>Identifiez votre public cible.<\/li>\n<li>Assurez-vous que tout le personnel concern\u00e9 comprenne l\u2019objectif de l\u2019enqu\u00eate, et choisissez les outils que vous utiliserez pour la collecte de donn\u00e9es.<\/li>\n<li>Designer une personne responsable de la collecte des donn\u00e9es.<\/li>\n<li>Identifiez comment les donn\u00e9es seront analys\u00e9es et qui fera cette analyse.<\/li>\n<li>D\u00e9cidez de la mani\u00e8re dont vous utiliserez ces donn\u00e9es pour ensuite am\u00e9liorer vos services.<\/li>\n<\/ul>\n<h3>\u00c9tape 2 \u2013 Identifiez vos indicateurs de satisfaction client<\/h3>\n<p>Ces indicateurs varieront en fonction de votre secteur d\u2019activit\u00e9, mais voici quelques exemples :<\/p>\n<ul>\n<li>Temps de livraison<\/li>\n<li>Qualit\u00e9 du produit\/service<\/li>\n<li>Qualit\u00e9 de l\u2019emballage<\/li>\n<li>Comp\u00e9titivit\u00e9 des prix<\/li>\n<li>Capacit\u00e9 \u00e0 g\u00e9rer les commandes d\u2019urgence<\/li>\n<li>Conformit\u00e9 au contrat<\/li>\n<li>Service client<\/li>\n<li>Capacit\u00e9 \u00e0 g\u00e9rer les plaintes des clients<\/li>\n<\/ul>\n<h3>\u00c9tape 3 \u2013 Obtenez des retours clients<\/h3>\n<p>Il peut \u00eatre difficile d\u2019obtenir des retours de la part de vos clients. Heureusement, il existe des m\u00e9thodes efficaces que vous pouvez essayer :<\/p>\n<ul>\n<li>Envoi de questionnaires et d\u2019enqu\u00eates<\/li>\n<li>Analyse des plaintes<\/li>\n<li>Externalisation vers d\u2019autres agences pour obtenir des retours<\/li>\n<li>Analyse des commentaires sur les retours de produits<\/li>\n<li>Utilisation de groupes de discussion<\/li>\n<li>Communication directe avec les clients<\/li>\n<\/ul>\n<p>Il est important de pr\u00e9voir du temps pour l\u2019analyse des retours que vous recevez. Lorsque vous ces retours sont n\u00e9gatifs, il est essentiel de mettre en \u0153uvre les changements n\u00e9cessaires pour r\u00e9soudre le ou les probl\u00e8mes soulign\u00e9s. Pour chaque solution propos\u00e9e, vous devez laisser suffisamment de temps apr\u00e8s sa mise en \u0153uvre avant d\u2019\u00e9valuer son efficacit\u00e9.<\/p>\n<p>Si vous souhaitez savoir ce que la norme <span style=\"color: #745ba3;\"><a href=\"http:\/\/www.imsm.com\/fr\/iso-9001\">ISO 9001<\/a><\/span> peut apporter \u00e0 votre entreprise ou comment obtenir la certification, contactez nos sp\u00e9cialistes pour une consultation et un devis gratuit : <span style=\"color: #745ba3;\"><a href=\"http:\/\/www.imsm.com\/fr\/contact-us\">Contactez-nous | Sp\u00e9cialistes ISO | IMSM FR<\/a><\/span><\/p>\n<figure class=\"u-TextAlignNone\"><a href=\"http:\/\/www.imsm.com\/fr\/iso-9001\/#contact-us\"><img decoding=\"async\" class=\"c-Image\" title=\"\" src=\"https:\/\/www.imsm.com\/fr\/wp-content\/uploads\/sites\/7\/2022\/11\/FR-Get-your-free-quote-9001.png\" alt=\"Contactes-nous\" \/><\/a><\/figure>\n<p><!-- end HubSpot Call-to-Action Code --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019un des objectifs de la certification ISO 9001 est d\u2019accro\u00eetre la satisfaction client. En effet, une entreprise souhaitant rester performante [&hellip;]<\/p>\n","protected":false},"author":25,"featured_media":6624,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"pgc_sgb_lightbox_settings":"","footnotes":""},"categories":[1],"tags":[27,41,15,49,32,60],"class_list":["post-3508","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorised","tag-certification-iso","tag-implementation-iso","tag-iso-9001","tag-management-de-qualite","tag-normes-iso","tag-systemes-de-gestion"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Quel article de la norme ISO 9001 est consacr\u00e9 \u00e0 la satisfaction client?<\/title>\n<meta name=\"description\" content=\"En effet, une entreprise souhaitant rester performante et se d\u00e9velopper doit 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