{"id":20733,"date":"2019-05-17T11:09:48","date_gmt":"2019-05-17T11:09:48","guid":{"rendered":"https:\/\/are-agency.be\/net-promotor-score-nps-2\/"},"modified":"2026-11-03T13:28:04","modified_gmt":"2026-11-03T13:28:04","slug":"net-promotor-score-nps-2","status":"publish","type":"post","link":"https:\/\/are-agency.be\/fr\/net-promotor-score-nps-2\/","title":{"rendered":"Net Promotor Score (NPS)"},"content":{"rendered":"<h2>Un clic, une diff\u00e9rence consid\u00e9rable.<\/h2>\n<p>Le NPS, ou Net Promotor Score, mesure la satisfaction et la fid\u00e9lit\u00e9 des clients. Souvent, ce score d\u00e9pend d\u2019une question pr\u00e9cise : \u00ab Dans quelle mesure \u00eates-vous susceptible de recommander nos produits ou services \u00e0 votre famille ou \u00e0 vos amis ? \u00bb La r\u00e9ponse \u00e0 cette question se situe g\u00e9n\u00e9ralement entre 0 (tr\u00e8s peu probable) et 10 (tr\u00e8s probable).<\/p>\n<p>En fonction de leur r\u00e9ponse, les clients sont r\u00e9partis en 3 groupes :<\/p>\n<ul>\n<li>Promoteurs NPS : note comprise entre 9 et 10.<\/li>\n<li>NPS des clients passivement satisfaits : note comprise entre 7 et 8.<\/li>\n<li>NPS des d\u00e9tracteurs : score compris entre 0 et 6<\/li>\n<\/ul>\n<p>Il n\u2019est pas n\u00e9cessaire de disposer d\u2019un grand nombre de r\u00e9ponses. Le NPS peut parfaitement s\u2019appliquer aux petites entreprises.<\/p>\n<h2>Que signifie \u00ab Net Promoter Score \u00bb ?<\/h2>\n<p>Le NPS mesure la propension de vos clients \u00e0 recommander vos produits ou services en fonction de leur exp\u00e9rience. Cela vous permet de d\u00e9terminer comment am\u00e9liorer votre service client et de nombreux autres aspects de votre entreprise. Voici quelques exemples :<\/p>\n<ul>\n<li>Le NPS est de 6 ou moins : le service client a grand besoin d&#8217;\u00eatre am\u00e9lior\u00e9.<\/li>\n<li>NPS de 7 ou 8 : le service client fonctionne bien, m\u00eame s&#8217;il reste quelques points \u00e0 am\u00e9liorer.<\/li>\n<li>NPS de 9 ou 10 : continuez comme \u00e7a !<\/li>\n<\/ul>\n<h2>\u00c0 quoi ressemble un NPS ?<\/h2>\n<p>Au fil des ans, le NPS a pris diff\u00e9rentes formes. Il varie d&#8217;une entreprise \u00e0 l&#8217;autre. Voici \u00e0 quoi pourrait ressembler un NPS :<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-8146 size-full\" src=\"https:\/\/are-agency.be\/wp-content\/uploads\/2019\/05\/NPS.jpg\" alt=\"Exemple de NPS\" width=\"756\" height=\"145\" srcset=\"https:\/\/are-agency.be\/wp-content\/uploads\/2019\/05\/NPS.jpg 756w, https:\/\/are-agency.be\/wp-content\/uploads\/2019\/05\/NPS-300x58.jpg 300w\" sizes=\"auto, (max-width: 756px) 100vw, 756px\" \/><\/p>\n<h2>Calculer votre NPS<\/h2>\n<p>Le calcul de <\/p>\n<h2>votre NPS<\/h2>\n<p> est en r\u00e9alit\u00e9 assez simple. Sur le nombre total de r\u00e9pondants, vous prenez le pourcentage de promoteurs et vous en soustrayez le pourcentage de d\u00e9tracteurs. Les clients passivement satisfaits ne font donc pas partie de la formule, mais ne sous-estimez surtout pas l\u2019importance de ce groupe. Ils ont une influence directe tant sur le pourcentage des promoteurs que sur celui des d\u00e9tracteurs.<\/p>\n<p>Exemple :<br \/>\nVoici les r\u00e9sultats obtenus \u00e0 l&#8217;issue d&#8217;une requ\u00eate (100) :<\/p>\n<ul>\n<li>0-6 : 20 votes<\/li>\n<li>7-8 : 50 votes<\/li>\n<li>9-10 : 30 votes<\/li>\n<\/ul>\n<p>Calcul du NPS :<\/p>\n<p>30 \u2013 20 = <strong><u>10<\/u><\/strong><\/p>\n<p>Mais qu&#8217;est-ce qu&#8217;un bon NPS ? Eh bien, le NPS se situe toujours entre +100 et -100. Un bon score NPS ne doit pas n\u00e9cessairement \u00eatre de 100. Un score sup\u00e9rieur \u00e0 0 est d\u00e9j\u00e0 suffisant. Si vous vous situez entre 50 et 100, cela signifie que vos performances sont bonnes, voire excellentes. Cela varie souvent d&#8217;un secteur \u00e0 l&#8217;autre.<\/p>\n<p>Avez-vous des questions concernant cette rubrique ? Vous souhaitez mesurer vous-m\u00eame votre NPS ? Nous serons ravis de vous aider !<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Un clic, une diff\u00e9rence consid\u00e9rable. Le NPS, ou Net Promotor Score, mesure la satisfaction et la fid\u00e9lit\u00e9 des clients. Souvent, ce score d\u00e9pend d\u2019une question pr\u00e9cise : \u00ab Dans quelle&#8230;<\/p>\n","protected":false},"author":1,"featured_media":20734,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[98],"tags":[],"class_list":["post-20733","post","type-post","status-publish","format-standard","has-post-thumbnail","category-base-de-connaissances"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Net Promoter Score (NPS) : d\u00e9finition - Are Agency<\/title>\n<meta name=\"description\" content=\"Le Net Promoter Score (NPS) mesure la satisfaction et la fid\u00e9lit\u00e9 de vos clients \u00e0 l&#039;aide d&#039;une seule question. 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