Enquêtes de satisfaction des parties prenantesAnalyse de Données pour la Qualité (ERE)

Recognize: • The role of satisfaction surveys in stakeholder response processes • Possible uses by a company of stakeholder satisfaction surveys • Quality impact logics produced on stakeholder satisfaction • Proactive and reactive methods and tools to characterize stakeholder satisfaction

Master: The choice of the appropriate method of inputting, processing, and interpreting the information of a stakeholder satisfaction survey according to: the uses the company wants to make, and its constraints.

A - Reminder of the different types of reaction processes to listen to stakeholders in a quality approach and their roles in the different uses of quality by companies (fidelisation, competitiveness, assurance of returns on investment, etc.)

B - Key behavioural mechanisms that generate stakeholder satisfaction • Quality elasticity of stakeholders • The distinction between critical to customer, drivers and critical to quality • P-SCAR perceptions • The quality judgment of a stakeholder

C - Steps in the development of a questionnaire • Specify the purpose of the satisfaction survey • Select criteria to target • Determine the population to be consulted and its representativeness in the survey • Choose the survey mode: postal, telephone, face to face • Develop the architecture of a questionnaire • Carry out the survey • Process data, • Present the results,

D – certification of the quality of the customer relationship. Study of NF service standard 345

E - Outsourcing customer contacts Study of ISO 18295 (Customer Contact Centre)

F - exploitation of satisfaction surveys Internal processes for responding to client complaints. (Remedial action, compensation, crisis management, database feeding)

G - Application of stakeholder satisfaction surveys to company employees Study of ISO 10018

Table control (Duration 1h)