{"id":11284,"date":"2014-11-05T01:49:18","date_gmt":"2014-11-05T01:49:18","guid":{"rendered":"https:\/\/www.sisinternational.com\/upgrade\/?page_id=11284"},"modified":"2026-03-13T01:38:16","modified_gmt":"2026-03-13T05:38:16","slug":"voix-du-client","status":"publish","type":"page","link":"https:\/\/www.sisinternational.com\/fr\/voice-of-the-customer-research-page\/voix-du-client\/","title":{"rendered":"Recherche Voix du Client"},"content":{"rendered":"

Recherche Voix du Client<\/h1>\n\n\n\n
\"\u00c9tudes<\/figure>\n\n\n\n

<\/p>\n\n\n\n

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Voix de la recherche client<\/span> d\u00e9couvre les besoins des clients.<\/h2>\n\n\n\n

La technique Voice of Customer Research identifie les d\u00e9sirs et les besoins des clients en les organisant et en les hi\u00e9rarchisant. La recherche est bas\u00e9e sur la mesure dans laquelle ils sont satisfaisants par rapport \u00e0 d'autres choix de produits ou de services.<\/p>\n\n\n\n

Ideas generated by VOC research can either improve current products or help develop new ones.\u00a0 As an example, consider air travel and what has been disrupting this industry.\u00a0 Changes allowed for seat location and legroom, fully reclinable seats, and the allowable number. In addition, the fees for carry-on luggage, meals, and snacks, just to name a few. On the other hand, some carriers now provide wi-fi and limited in-flight entertainment for free. VOC played a role in making changes and determining how to price and promote them to maximize overall profits.<\/p>\n\n\n\n

Comment mener un programme Voice of Customer ?<\/h2>\n\n\n\n

Pour capturer les besoins, les pr\u00e9f\u00e9rences, les attentes d'un client et la mani\u00e8re dont ils sont satisfaits, Etudes COV<\/a> impliquent g\u00e9n\u00e9ralement des \u00e9tapes de recherche qualitatives et quantitatives. Elles sont g\u00e9n\u00e9ralement men\u00e9es au d\u00e9but de toute initiative de conception de nouveaux produits, processus ou services. Les \u00e9tudes aident les entreprises \u00e0 mieux comprendre et \u00e0 r\u00e9fl\u00e9chir \u00e0 ce que les clients d\u00e9sirent le plus.<\/p>\n\n\n\n

Si les ressources le permettent, incluez certains non-clients\/prospects dans ce programme, car leur voix peut sugg\u00e9rer des exigences suppl\u00e9mentaires.<\/p>\n\n\n\n

Utiliser des m\u00e9thodes qualitatives et quantitatives<\/h2>\n\n\n\n

Qualitative Research methods<\/a> help to fine-tune or generate lists of ideas or product features and their perceived benefits. They reach larger target audiences via quantitative surveys conducted online<\/a>, by email, or by telephone surveys. The greater number of individuals reached who participate in the surveys can provide more confidence in making key decisions.<\/p>\n\n\n\n

Two commonly used Qualitative Research methods are personal In-Depth Interviews and Focus Groups<\/a>. Individuals representing the target market may be screened and recruited<\/a> either for a personal interview or a Focus Group.<\/p>\n\n\n\n

Entretiens approfondis<\/strong><\/p>\n\n\n\n

Les entretiens individuels men\u00e9s en personne ou par t\u00e9l\u00e9phone durent de 15 minutes \u00e0 une heure. Ils peuvent les utiliser pour approfondir les r\u00e9ponses. Les programmes VOC b\u00e9n\u00e9ficient des commentaires de la force de vente, du service client ou de toute autre personne en contact direct avec les clients.<\/p>\n\n\n\n

Groupes de discussion<\/strong><\/p>\n\n\n\n

A Focus Group, which typically runs 90 minutes up to 2 hours, allows for interaction and discussion of concepts and their trade-offs amongst participants.<\/p>\n\n\n\n

Recherche sur les r\u00e9seaux sociaux<\/strong><\/p>\n\n\n\n

Les commentaires sur les produits sur les r\u00e9seaux sociaux arrivent tout le temps. \u00catre capable d'exploiter les discussions, les commentaires, les \u00e9valuations et les critiques peut \u00eatre un moyen extr\u00eamement utile d'obtenir des r\u00e9actions imm\u00e9diates \u00e0 ce que pensent les clients.<\/p>\n\n\n\n

Ideally, companies need a single, organized system that collects and analyzes all Voice of Customer input.<\/p>\n\n\n\n

Comment VOC peut aider votre entreprise<\/h2>\n\n\n\n

Voice of Customer research<\/a> can help a company to keep up with changing customer needs as well as monitor competitive initiatives that may be a threat.<\/p>\n\n\n\n

En \u00e9coutant ce que disent vos clients et prospects, votre entreprise sera mieux pr\u00e9par\u00e9e \u00e0 agir plut\u00f4t que r\u00e9agir<\/span>.<\/p>\n\n\n\n

Experienced in VOC, SIS International works with and guides designers, engineers, IT, and marketing resources to incorporate and translate the Voice of Customer information into new or improved<\/a> products.<\/p>\n\n\n\n

Suppose your products or services<\/a> have the highest overall level of desired features and qualities. In that case, your company will have the opportunity to keep existing customers satisfied while growing market share via positive<\/a> word of mouth and recommendations.<\/p>\n\n\n\n

Tant que vous \u00e9coutez la voix de vos clients, que vous vous adaptez et innovez en cons\u00e9quence, votre entreprise r\u00e9ussira.<\/p>\n\n\n\n

<\/p>","protected":false},"excerpt":{"rendered":"

Voice of the Customer Research vous aide \u00e0 cr\u00e9er de meilleurs produits et \u00e0 am\u00e9liorer les performances de votre entreprise. <\/p>","protected":false},"author":1,"featured_media":64757,"parent":84547,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-11284","page","type-page","status-publish","has-post-thumbnail"],"_links":{"self":[{"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/pages\/11284","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/comments?post=11284"}],"version-history":[{"count":4,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/pages\/11284\/revisions"}],"predecessor-version":[{"id":81520,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/pages\/11284\/revisions\/81520"}],"up":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/pages\/84547"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/media\/64757"}],"wp:attachment":[{"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/media?parent=11284"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}