{"id":265252,"date":"2025-02-20T06:30:00","date_gmt":"2025-02-20T06:30:00","guid":{"rendered":"https:\/\/datascientest.com\/?p=265252"},"modified":"2025-02-24T15:56:28","modified_gmt":"2025-02-24T15:56:28","slug":"customer-effort-score-tout-savoir","status":"publish","type":"post","link":"https:\/\/datascientest.com\/customer-effort-score-tout-savoir","title":{"rendered":"Customer Effort Score (CES) : Qu&rsquo;est-ce c&rsquo;est ? Comment l&rsquo;utiliser ?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"265252\" class=\"elementor elementor-265252\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-76771ac e-flex e-con-boxed e-con\" data-id=\"76771ac\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-03c9afb elementor-widget elementor-widget-text-editor\" data-id=\"03c9afb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><b>Le Customer Effort Score (CES) est devenu un indicateur cl\u00e9 pour \u00e9valuer la qualit\u00e9 de l&rsquo;exp\u00e9rience client. Cet outil de mesure permet aux entreprises d&rsquo;identifier les points de friction dans le parcours client et d&rsquo;optimiser leurs services.\u00a0<\/b><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0a67eac e-flex e-con-boxed e-con\" data-id=\"0a67eac\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-012658b elementor-widget elementor-widget-heading\" data-id=\"012658b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">Qu'est-ce que le Customer Effort Score ?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-50eda81 elementor-widget elementor-widget-text-editor\" data-id=\"50eda81\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b>Le Customer Effort Score (CES)<\/b><span style=\"font-weight: 400;\"> mesure l&rsquo;effort que doit fournir un client pour accomplir une action sp\u00e9cifique avec votre entreprise. Cela peut inclure la r\u00e9solution d&rsquo;un probl\u00e8me, l&rsquo;obtention d&rsquo;une information, la finalisation d&rsquo;un achat ou toute autre interaction importante.<\/span><\/p><p><span style=\"font-weight: 400;\">Le principe est simple : <\/span><b>plus il est facile pour le client d&rsquo;atteindre son objectif, plus il est satisfait et fid\u00e8le<\/b><span style=\"font-weight: 400;\">. En revanche, un parcours compliqu\u00e9 ou frustrant peut le pousser \u00e0 abandonner ou \u00e0 se tourner vers un concurrent.<\/span><\/p><p><span style=\"font-weight: 400;\">Cette <\/span><b>m\u00e9trique<\/b><span style=\"font-weight: 400;\">, introduite par <\/span><b>le Gartner Group<\/b><span style=\"font-weight: 400;\"> en 2010, est rapidement devenue un standard pour \u00e9valuer l&rsquo;exp\u00e9rience client. Contrairement \u00e0 d&rsquo;autres indicateurs comme <\/span><b>le Net Promoter Score (NPS)<\/b><span style=\"font-weight: 400;\">, qui se concentre sur <\/span><b>la fid\u00e9lisation ou la recommandation<\/b><span style=\"font-weight: 400;\">, le CES se concentre sur la r\u00e9duction des <\/span><b>points de friction dans le parcours client<\/b><span style=\"font-weight: 400;\">. Il est souvent utilis\u00e9 dans le cadre du <\/span><a href=\"https:\/\/datascientest.com\/aarrr-tout-savoir\"><span style=\"font-weight: 400;\">mod\u00e8le AARRR<\/span><\/a><span style=\"font-weight: 400;\"> (Acquisition, Activation, R\u00e9tention, Recommandation, Revenus), permettant de mieux comprendre les \u00e9tapes critiques o\u00f9 les clients peuvent rencontrer des obstacles.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Am\u00e9liorer ce score contribue directement \u00e0 l\u2019optimisation de la satisfaction et de la fid\u00e9lit\u00e9 client, tout en renfor\u00e7ant l\u2019efficacit\u00e9 globale des processus de support et de service.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ab6cae elementor-align-center elementor-widget elementor-widget-button\" data-id=\"3ab6cae\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/formation-business-analyst\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Apprendre \u00e0 utiliser le CES<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7e04ba0 e-flex e-con-boxed e-con\" data-id=\"7e04ba0\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-57587f0 elementor-widget elementor-widget-heading\" data-id=\"57587f0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Pourquoi le CES est-il important ?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ba7dd4 elementor-widget elementor-widget-text-editor\" data-id=\"8ba7dd4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Les \u00e9tudes montrent que <\/span><b>96% des clients ayant v\u00e9cu une exp\u00e9rience n\u00e9cessitant beaucoup d&rsquo;efforts sont moins fid\u00e8les \u00e0 la marque<\/b><span style=\"font-weight: 400;\">. En revanche, faciliter les interactions augmente significativement la satisfaction et la fid\u00e9lisation. Le CES permet donc de :<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Identifier les obstacles dans le parcours client<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">R\u00e9duire le taux d&rsquo;attrition<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Augmenter la fid\u00e9lisation<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Optimiser les processus internes<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Am\u00e9liorer la comp\u00e9titivit\u00e9 de l&rsquo;entreprise<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">R\u00e9duire les co\u00fbts op\u00e9rationnels et mettre en oeuvre <\/span><a href=\"https:\/\/datascientest.com\/lean-management-tout-savoir\"><span style=\"font-weight: 400;\">le lean management<\/span><\/a><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ee8a284 e-flex e-con-boxed e-con\" data-id=\"ee8a284\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ba960b3 elementor-widget elementor-widget-heading\" data-id=\"ba960b3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Quelle est la diff\u00e9rence entre le CES et les autres m\u00e9triques ? \n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f68169 elementor-widget elementor-widget-text-editor\" data-id=\"1f68169\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<table><tbody><tr><td><p><b>Crit\u00e8re<\/b><\/p><\/td><td><p><b>CES (Customer Effort Score)<\/b><\/p><\/td><td><p><b>NPS (Net Promoter Score)<\/b><\/p><\/td><td><p><b>CSAT (Customer Satisfaction)<\/b><\/p><\/td><\/tr><tr><td><p><b>Objectif<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">Mesurer l&rsquo;effort fourni par le client.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Mesurer la fid\u00e9lit\u00e9 et la recommandation.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Mesurer la satisfaction imm\u00e9diate.<\/span><\/p><\/td><\/tr><tr><td><p><b>Focus<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">Facilit\u00e9 d&rsquo;accomplir une action.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Probabilit\u00e9 de recommandation.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Ressenti g\u00e9n\u00e9ral apr\u00e8s interaction.<\/span><\/p><\/td><\/tr><tr><td><p><b>Question type<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">\u00ab\u00a0Avez-vous trouv\u00e9 cela facile ?\u00a0\u00bb<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">\u00ab\u00a0Recommanderiez-vous notre service ?\u00a0\u00bb<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">\u00ab\u00a0\u00cates-vous satisfait de ce service ?\u00a0\u00bb<\/span><\/p><\/td><\/tr><tr><td><p><b>Utilisation<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">Identifier les points de friction.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">\u00c9valuer la perception globale.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Mesurer la satisfaction sp\u00e9cifique.<\/span><\/p><\/td><\/tr><tr><td><p><b>Compl\u00e9mentarit\u00e9<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">Am\u00e9lioration des processus pr\u00e9cis.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Vision strat\u00e9gique de la fid\u00e9lit\u00e9.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Suivi rapide de l&rsquo;exp\u00e9rience client.<\/span><\/p><\/td><\/tr><\/tbody><\/table>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b4e4205 e-flex e-con-boxed e-con\" data-id=\"b4e4205\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c16001 elementor-widget elementor-widget-image\" data-id=\"9c16001\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"448\" src=\"https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56-1024x574.webp\" class=\"attachment-large size-large wp-image-265283\" alt=\"Utilisation d&#039;une application mobile intuitive par un client. L&#039;image illustre le concept de Customer Effort Score (CES), qui mesure la facilit\u00e9 avec laquelle un client peut accomplir une action, comme consulter ou finaliser une transaction sur une interface utilisateur optimis\u00e9e.\" loading=\"lazy\" srcset=\"https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56-1024x574.webp 1024w, https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56-300x168.webp 300w, https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56-768x430.webp 768w, https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56.webp 1456w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed87c83 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"ed87c83\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/formations-cybersecurite\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">En savoir plus sur cette analyse<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-02d45a7 e-flex e-con-boxed e-con\" data-id=\"02d45a7\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-becfd56 elementor-widget elementor-widget-heading\" data-id=\"becfd56\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Comment mesurer le Customer Effort Score ?\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0934305 elementor-widget elementor-widget-text-editor\" data-id=\"0934305\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b>La mesure du CES<\/b><span style=\"font-weight: 400;\"> s&rsquo;effectue g\u00e9n\u00e9ralement via <\/span><b>un questionnaire<\/b><span style=\"font-weight: 400;\"> simple, envoy\u00e9 apr\u00e8s une interaction avec le service client ou <\/span><a href=\"https:\/\/datascientest.com\/crm-tout-savoir\"><span style=\"font-weight: 400;\">le syst\u00e8me CRM<\/span><\/a><span style=\"font-weight: 400;\">. La question type est : \u00ab\u00a0Sur une \u00e9chelle de 1 \u00e0 7, quel effort avez-vous d\u00fb fournir pour r\u00e9soudre votre probl\u00e8me ?\u00a0\u00bb<\/span><\/p><p><span style=\"font-weight: 400;\">L&rsquo;\u00e9chelle peut varier selon les entreprises :<\/span><b><\/b><\/p><ul><li aria-level=\"1\"><b>\u00c9chelle de 1 \u00e0 5<\/b><\/li><\/ul><ul><li aria-level=\"1\"><b>\u00c9chelle de 1 \u00e0 7<\/b><\/li><li aria-level=\"1\"><b>\u00c9chelle binaire (Oui\/Non)<\/b><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bb6ae1f elementor-widget elementor-widget-heading\" data-id=\"bb6ae1f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Calcul du score\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b0c7162 elementor-widget elementor-widget-text-editor\" data-id=\"b0c7162\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Pour calculer le CES, plusieurs m\u00e9thodes sont possibles :<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Moyenne simple<\/b><span style=\"font-weight: 400;\"> ou <\/span><a href=\"https:\/\/datascientest.com\/calcul-moyenne-ponderee-tout-savoir\"><span style=\"font-weight: 400;\">pond\u00e9r\u00e9e<\/span><\/a><span style=\"font-weight: 400;\"> des r\u00e9ponses<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Pourcentage<\/b><span style=\"font-weight: 400;\"> de r\u00e9ponses positives<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Score pond\u00e9r\u00e9<\/b><span style=\"font-weight: 400;\"> selon l&rsquo;importance des interactions<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b763e1 elementor-widget elementor-widget-heading\" data-id=\"2b763e1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Les moments cl\u00e9s pour mesurer le CES\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1881f50 elementor-widget elementor-widget-text-editor\" data-id=\"1881f50\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Pour obtenir des donn\u00e9es pertinentes, mesurez le CES apr\u00e8s :<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Une interaction avec le service client<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Un achat en ligne<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">L&rsquo;utilisation d&rsquo;une nouvelle fonctionnalit\u00e9<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">La r\u00e9solution d&rsquo;un probl\u00e8me<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Une modification de compte<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Une r\u00e9clamation<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Une demande d&rsquo;information<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-812a506 e-flex e-con-boxed e-con\" data-id=\"812a506\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d366b4a elementor-widget elementor-widget-heading\" data-id=\"d366b4a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Comment am\u00e9liorer son Customer Effort Score ?\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f803375 elementor-widget elementor-widget-heading\" data-id=\"f803375\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Optimiser les canaux de communication\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-09b06e4 elementor-widget elementor-widget-text-editor\" data-id=\"09b06e4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Proposez <\/span><b>plusieurs canaux de contact<\/b><span style=\"font-weight: 400;\"> (t\u00e9l\u00e9phone, email, chat) et assurez-vous qu&rsquo;ils sont tous efficaces. La disponibilit\u00e9 et la r\u00e9activit\u00e9 sont essentielles pour r\u00e9duire <\/span><b>l&rsquo;effort client<\/b><span style=\"font-weight: 400;\">. Investissez dans des outils d&rsquo;<\/span><a href=\"https:\/\/datascientest.com\/automatisation-tout-savoir\"><span style=\"font-weight: 400;\">automatisation<\/span><\/a><span style=\"font-weight: 400;\"> intelligents comme <\/span><a href=\"https:\/\/datascientest.com\/chatbot-tout-savoir\"><span style=\"font-weight: 400;\">les chatbots<\/span><\/a><span style=\"font-weight: 400;\"> pour offrir une assistance 24\/7.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f2441c0 elementor-widget elementor-widget-heading\" data-id=\"f2441c0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Former les \u00e9quipes\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-993568c elementor-widget elementor-widget-text-editor\" data-id=\"993568c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Vos collaborateurs doivent \u00eatre form\u00e9s pour :<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">R\u00e9soudre les probl\u00e8mes rapidement<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Communiquer clairement<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Anticiper <\/span><b>les besoins des clients<\/b><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u00c9viter les transferts multiples<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Utiliser efficacement <\/span><b>les outils<\/b><span style=\"font-weight: 400;\"> \u00e0 leur disposition<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Adopter <\/span><b>une approche proactive<\/b><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f7a61e elementor-widget elementor-widget-heading\" data-id=\"9f7a61e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Simplifier les processus\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4d2a8a9 elementor-widget elementor-widget-text-editor\" data-id=\"4d2a8a9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Analysez chaque \u00e9tape du parcours client pour :<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u00c9liminer les \u00e9tapes superflues<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automatiser certaines t\u00e2ches<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clarifier les informations<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Faciliter l&rsquo;acc\u00e8s aux solutions<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">R\u00e9duire les temps d&rsquo;attente<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\">Optimiser <b>l&rsquo;interface utilisateur<\/b><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27210f2 elementor-widget elementor-widget-image\" data-id=\"27210f2\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"448\" src=\"https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03-1024x574.webp\" class=\"attachment-large size-large wp-image-265287\" alt=\"\u00c9quipe analysant des donn\u00e9es complexes sur plusieurs \u00e9crans, avec des graphiques et indicateurs de performance projet\u00e9s sur un mur. Cette sc\u00e8ne illustre la collecte et l&#039;\u00e9valuation des m\u00e9triques telles que le Customer Effort Score (CES).\" loading=\"lazy\" srcset=\"https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03-1024x574.webp 1024w, https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03-300x168.webp 300w, https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03-768x430.webp 768w, https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03.webp 1456w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-447c814 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"447c814\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/formation-business-analyst\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Approfondir le CES<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3ab91d9 e-flex e-con-boxed e-con\" data-id=\"3ab91d9\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-546010b elementor-widget elementor-widget-heading\" data-id=\"546010b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Impact du CES sur la performance de l\u2019entreprise :\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11034af elementor-widget elementor-widget-text-editor\" data-id=\"11034af\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<span style=\"font-weight: 400;\">Un bon Customer Effort Score influence positivement :<\/span>\n<ul>\n \t<li><a href=\"https:\/\/datascientest.com\/cro-conversion-rate-optimisation-tout-savoir\"><span style=\"font-weight: 400;\">Le taux de conversion<\/span><\/a><\/li>\n \t<li><span style=\"font-weight: 400;\"><b>La fid\u00e9lisation client<\/b><\/li>\n \t<li><span style=\"font-weight: 400;\">Le bouche-\u00e0-oreille positif<\/span><\/li>\n \t<li><span style=\"font-weight: 400;\">La r\u00e9duction des co\u00fbts de service<\/span><\/li>\n \t<li><span style=\"font-weight: 400;\">La satisfaction des employ\u00e9s<\/span><\/li>\n \t<li><span style=\"font-weight: 400;\"><b>La comp\u00e9titivit\u00e9<\/b><span style=\"font-weight: 400;\"> de l&rsquo;entreprise<\/span><\/li>\n<\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3488a5e e-flex e-con-boxed e-con\" data-id=\"3488a5e\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-265f4d7 elementor-widget elementor-widget-heading\" data-id=\"265f4d7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Les meilleurs outils pour am\u00e9liorer le CES : \n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd7a19d elementor-widget elementor-widget-text-editor\" data-id=\"fd7a19d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<span style=\"font-weight: 400;\">Plusieurs solutions technologiques peuvent aider \u00e0 optimiser le CES :<\/span>\n<ul>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Plateformes de gestion de <\/span><b>la relation client (CRM)<\/b><span style=\"font-weight: 400;\"> telles que <\/span><a href=\"https:\/\/datascientest.com\/salesforce-tout-savoir\"><span style=\"font-weight: 400;\">Salesforce<\/span><\/a><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Outils d&rsquo;analyse du <\/span><b>parcours client<\/b><span style=\"font-weight: 400;\"> (<\/span><a href=\"https:\/\/datascientest.com\/google-analytics-guide-complet\"><span style=\"font-weight: 400;\">Google Analytics<\/span><\/a><span style=\"font-weight: 400;\"> par exemple)<\/span><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Solutions d&rsquo;automatisation marketing telles que <\/span><a href=\"https:\/\/datascientest.com\/brevo-tout-savoir\"><span style=\"font-weight: 400;\">Brevo<\/span><\/a><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Syst\u00e8mes de<\/span><b> feedback<\/b><span style=\"font-weight: 400;\"> en temps r\u00e9el<\/span><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><b>Intelligence artificielle<\/b><span style=\"font-weight: 400;\"> pour le service client<\/span><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/datascientest.com\/analyse-predictive\"><span style=\"font-weight: 400;\">Analyses pr\u00e9dictives<\/span><\/a><\/li>\n<\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7a19ad7 e-flex e-con-boxed e-con\" data-id=\"7a19ad7\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dd4632c elementor-widget elementor-widget-heading\" data-id=\"dd4632c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-059fa34 elementor-widget elementor-widget-text-editor\" data-id=\"059fa34\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Le Customer Effort Score est un indicateur pr\u00e9cieux pour am\u00e9liorer l&rsquo;exp\u00e9rience client. En mesurant et en optimisant constamment cet indicateur, les entreprises peuvent significativement am\u00e9liorer la satisfaction client et leur taux de fid\u00e9lisation. La cl\u00e9 du succ\u00e8s r\u00e9side dans la simplicit\u00e9 : plus vous facilitez la vie de vos clients, plus ils resteront fid\u00e8les \u00e0 votre marque. Dans un march\u00e9 de plus en plus concurrentiel, r\u00e9duire l&rsquo;effort client devient un avantage comp\u00e9titif majeur.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-579ee40 e-flex e-con-boxed e-con\" data-id=\"579ee40\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e44e219 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"e44e219\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/formation-business-analyst\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Devenir Business Analyst<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2f3be77 e-flex e-con-boxed e-con\" data-id=\"2f3be77\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f788000 elementor-widget elementor-widget-html\" data-id=\"f788000\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<script type=\"application\/ld+json\">\r\n{\r\n  \"@context\": \"https:\/\/schema.org\",\r\n  \"@type\": \"FAQPage\",\r\n  \"mainEntity\": [\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"Qu'est-ce que le Customer Effort Score ?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Le Customer Effort Score (CES) mesure l'effort que doit fournir un client pour accomplir une action sp\u00e9cifique avec votre entreprise. Cela peut inclure la r\u00e9solution d'un probl\u00e8me, l'obtention d'une information ou la finalisation d'un achat. Cette m\u00e9trique, introduite par le Gartner Group en 2010, permet d'identifier les points de friction dans le parcours client et d'am\u00e9liorer leur exp\u00e9rience globale.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"Pourquoi le CES est-il important ?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Le CES est crucial car les \u00e9tudes montrent que 96% des clients ayant v\u00e9cu une exp\u00e9rience n\u00e9cessitant beaucoup d'efforts sont moins fid\u00e8les. Il permet d'identifier et de r\u00e9duire les obstacles dans le parcours client, d'am\u00e9liorer la fid\u00e9lisation, d'optimiser les processus internes et de renforcer la comp\u00e9titivit\u00e9 tout en r\u00e9duisant les co\u00fbts op\u00e9rationnels.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"Quelle est la diff\u00e9rence entre le CES et les autres m\u00e9triques ?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Le CES mesure l'effort fourni par le client, le NPS \u00e9value la probabilit\u00e9 de recommandation, et le CSAT mesure la satisfaction imm\u00e9diate. Le CES est centr\u00e9 sur la r\u00e9duction des points de friction, tandis que le NPS et le CSAT permettent d'analyser la fid\u00e9lit\u00e9 et le ressenti global.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"Comment mesurer le Customer Effort Score ?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Le CES est mesur\u00e9 par un questionnaire simple envoy\u00e9 apr\u00e8s une interaction client. Une question type pourrait \u00eatre : 'Sur une \u00e9chelle de 1 \u00e0 7, quel effort avez-vous d\u00fb fournir pour r\u00e9soudre votre probl\u00e8me ?'. Le score peut \u00eatre calcul\u00e9 via des moyennes ou des pourcentages de r\u00e9ponses positives.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"Comment am\u00e9liorer son Customer Effort Score ?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Pour am\u00e9liorer le CES, optimisez vos canaux de communication, formez vos \u00e9quipes pour une meilleure r\u00e9activit\u00e9 et simplifiez les processus clients. \u00c9liminez les \u00e9tapes inutiles, automatisez certaines t\u00e2ches et r\u00e9duisez les temps d'attente.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"Quel est l\u2019impact du CES sur la performance de l\u2019entreprise ?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Un bon CES influence positivement le taux de conversion, la fid\u00e9lisation client, le bouche-\u00e0-oreille, la r\u00e9duction des co\u00fbts de service, ainsi que la comp\u00e9titivit\u00e9 et la satisfaction des employ\u00e9s.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"Quelles sont les erreurs \u00e0 \u00e9viter avec le CES ?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Les erreurs courantes incluent la n\u00e9gligence des retours clients, le maintien de processus complexes, l'absence de formation continue des \u00e9quipes et le manque de suivi r\u00e9gulier de l'\u00e9volution du score. Il est aussi essentiel de soigner l'exp\u00e9rience mobile et la personnalisation.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"Quels outils peuvent am\u00e9liorer le CES ?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Des outils comme les plateformes CRM (Salesforce), les solutions d'analyse du parcours client (Google Analytics), les outils d'automatisation marketing (Brevo) et les syst\u00e8mes de feedback en temps r\u00e9el peuvent aider \u00e0 optimiser le CES.\"\r\n      }\r\n    }\r\n  ]\r\n}\r\n<\/script>\r\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Le Customer Effort Score (CES) est devenu un indicateur cl\u00e9 pour \u00e9valuer la qualit\u00e9 de l&rsquo;exp\u00e9rience client. Cet outil de mesure permet aux entreprises d&rsquo;identifier les points de friction dans le parcours client et d&rsquo;optimiser leurs services.\u00a0 Qu&rsquo;est-ce que le Customer Effort Score ? Le Customer Effort Score (CES) mesure l&rsquo;effort que doit fournir un [&hellip;]<\/p>\n","protected":false},"author":59,"featured_media":265258,"comment_status":"open","ping_status":"open","sticky":false,"template":"elementor_theme","format":"standard","meta":{"content-type":"","inline_featured_image":false},"categories":[2493,2496],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.7 (Yoast SEO v21.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Effort Score (CES) : Qu&#039;est-ce c&#039;est ? Comment l&#039;utiliser ?<\/title>\n<meta name=\"description\" content=\"Le Customer Effort Score (CES) est devenu un indicateur cl\u00e9 pour \u00e9valuer la qualit\u00e9 de l&#039;exp\u00e9rience client. 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Comment l&#039;utiliser ?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/datascientest.com\/customer-effort-score-tout-savoir\" \/>\n<meta property=\"og:site_name\" content=\"Formation Data Science | DataScientest.com\" \/>\n<meta property=\"article:published_time\" content=\"2025-02-20T06:30:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-24T15:56:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/datascientest.com\/wp-content\/uploads\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_595e4b65-c79a-4905-9412-d2a8a7a8ca21.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1456\" \/>\n\t<meta property=\"og:image:height\" content=\"816\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Aur\u00e9lia Fellous\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Aur\u00e9lia Fellous\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/datascientest.com\/customer-effort-score-tout-savoir\",\"url\":\"https:\/\/datascientest.com\/customer-effort-score-tout-savoir\",\"name\":\"Customer Effort Score (CES) : Qu'est-ce c'est ? 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