{"id":1009858,"date":"2026-04-15T15:00:20","date_gmt":"2026-04-15T14:00:20","guid":{"rendered":"https:\/\/odigo.com\/?p=1009858"},"modified":"2026-04-15T15:56:41","modified_gmt":"2026-04-15T14:56:41","slug":"csat-tout-savoir-sur-le-score-de-satisfaction-client","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/csat-tout-savoir-sur-le-score-de-satisfaction-client\/","title":{"rendered":"CSAT\u00a0: qu\u2019est-ce que le score de satisfaction client\u2009?"},"content":{"rendered":"\n<p>Le CSAT, pour <strong>Customer Satisfaction Score<\/strong>, est un indicateur utilis\u00e9 pour <strong>mesurer la satisfaction client<\/strong>. Il permet de <strong>recueillir une \u00e9valuation simple et rapide<\/strong>&nbsp;apr\u00e8s un appel avec un conseiller, un \u00e9change par chat, un achat ou une livraison par exemple.&nbsp;Facile \u00e0 d\u00e9ployer et rapide \u00e0 analyser, ce score est aujourd\u2019hui un rep\u00e8re incontournable pour <strong>suivre la qualit\u00e9 de service et la perception des clients<\/strong>. Alors, comment fonctionne le CSAT\u2009? Comment le calculer pr\u00e9cis\u00e9ment\u2009? Et comment utiliser cet indicateur pour <strong>am\u00e9liorer l\u2019exp\u00e9rience client<\/strong><strong>\u2009<\/strong>? R\u00e9ponses dans cet article.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CSAT : d\u00e9finition<\/h2>\n\n\n\n<p>Le <strong>CSAT<\/strong> permet d\u2019<strong>\u00e9valuer la satisfaction client \u00e0 la suite d\u2019une interaction sp\u00e9cifique<\/strong>. Il prend g\u00e9n\u00e9ralement la forme d\u2019une question simple, par exemple : \u00ab\u2009\u00cates-vous satisfait de votre exp\u00e9rience\u2009?\u2009\u00bb. Le client attribue ensuite une note sur une <strong>\u00e9chelle de notation <\/strong>donn\u00e9e (de 1 \u00e0 5, ou via des pictogrammes).&nbsp;<\/p>\n\n\n\n<p>Contrairement \u00e0 d\u2019autres indicateurs plus globaux, le CSAT sert \u00e0 mesurer la satisfaction \u00e0 une \u00e9tape pr\u00e9cise du parcours. Il donne ainsi un aper\u00e7u imm\u00e9diat du ressenti client.<\/p>\n\n\n\n<p>C\u2019est aujourd\u2019hui un <strong>indicateur cl\u00e9 de performance<\/strong> largement adopt\u00e9 dans les centres de contact et les directions de la relation client, car il est <strong>simple \u00e0 comprendre, rapide \u00e0 analyser et directement exploitable<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00c0 quoi sert le CSAT\u2009?<\/h3>\n\n\n\n<p>Le CSAT sert avant tout \u00e0 obtenir une <strong>vision claire et chiffr\u00e9e de la satisfaction des clients<\/strong> \u00e0 la suite d\u2019une interaction.<\/p>\n\n\n\n<p>Son r\u00f4le est surtout de :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00c9valuer la qualit\u00e9 d\u2019un service ou d\u2019un produit<\/li>\n\n\n\n<li>Identifier rapidement les situations d\u2019insatisfaction<\/li>\n\n\n\n<li>Comparer les performances entre \u00e9quipes, canaux ou types de demandes<\/li>\n\n\n\n<li>Suivre l\u2019\u00e9volution des r\u00e9sultats&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Il apporte un \u00e9clairage particuli\u00e8rement utile pour les \u00e9quipes en charge de la <strong>relation client<\/strong> en les aidant \u00e0 <strong>rep\u00e9rer les points de friction<\/strong> et \u00e0 <strong>prioriser les actions correctives<\/strong>. Il permet d\u2019am\u00e9liorer l\u2019exp\u00e9rience client de mani\u00e8re continue, en s\u2019appuyant sur des donn\u00e9es concr\u00e8tes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Comment calculer le CSAT\u2009?<\/h2>\n\n\n\n<p>Le <strong>calcul du CSAT<\/strong> est simple et standardis\u00e9. C\u2019est d\u2019ailleurs l\u2019une des raisons pour lesquelles cet indicateur est autant utilis\u00e9. Il consiste \u00e0 mesurer la proportion de clients satisfaits parmi l\u2019ensemble des r\u00e9pondants. La formule est la suivante :<\/p>\n\n\n\n<p><strong>(Nombre de clients satisfaits\/Nombre total de r\u00e9ponses) \u00d7 100<\/strong><\/p>\n\n\n\n<p>Le r\u00e9sultat s\u2019exprime en pourcentage. Par exemple, si 80&nbsp;clients se d\u00e9clarent satisfaits sur un nombre total de r\u00e9ponses de 100, le score CSAT est de 80&nbsp;%.<\/p>\n\n\n\n<p>Les <strong>scores CSAT<\/strong> permettent ainsi de <strong>comparer facilement la performance dans le temps<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00c0 quel moment lancer une enqu\u00eate CSAT\u2009?<\/h3>\n\n\n\n<p>Une enqu\u00eate CSAT peut \u00eatre d\u00e9clench\u00e9e \u00e0 diff\u00e9rents moments du parcours :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Apr\u00e8s un appel au service client<\/li>\n\n\n\n<li>Apr\u00e8s un \u00e9change par chat ou email<\/li>\n\n\n\n<li>Apr\u00e8s un achat<\/li>\n\n\n\n<li>Apr\u00e8s la r\u00e9solution d\u2019un probl\u00e8me<\/li>\n<\/ul>\n\n\n\n<p>Certaines entreprises choisissent de <strong>mesurer \u00e0 chaud<\/strong>, imm\u00e9diatement apr\u00e8s l\u2019interaction. Tandis que d\u2019autres pr\u00e9f\u00e8rent mesurer \u00e0 froid, quelques jours plus tard, pour obtenir un avis plus r\u00e9fl\u00e9chi.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Comment interpr\u00e9ter les r\u00e9sultats du CSAT\u2009?<\/h2>\n\n\n\n<p>Pour que le CSAT soit r\u00e9ellement utile, il faut savoir interpr\u00e9ter les r\u00e9sultats et en <strong>tirer des enseignements<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Quel score CSAT faut-il atteindre\u2009?<\/h3>\n\n\n\n<p>Il n\u2019existe pas de \u00ab\u2009bon r\u00e9sultat\u2009\u00bb universel. Le niveau de satisfaction d\u00e9pend du secteur d\u2019activit\u00e9, du canal utilis\u00e9 et du niveau d\u2019exigence.<\/p>\n\n\n\n<p>En r\u00e8gle g\u00e9n\u00e9rale :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Un score sup\u00e9rieur \u00e0 80&nbsp;% est consid\u00e9r\u00e9 comme \u00e9lev\u00e9<\/li>\n\n\n\n<li>Entre 70&nbsp;% et 80&nbsp;%, le niveau de satisfaction est correct, mais perfectible<\/li>\n\n\n\n<li>En dessous de 70&nbsp;%, il convient d\u2019analyser en profondeur les causes d\u2019insatisfaction<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Aller plus loin : comprendre le feedback client<\/h3>\n\n\n\n<p>Pour interpr\u00e9ter les r\u00e9sultats de mani\u00e8re pertinente, il est recommand\u00e9 d\u2019analyser le <strong>feedback client<\/strong> associ\u00e9 aux notes. Cela peut prendre la forme de commentaires ouverts, d\u2019informations compl\u00e9mentaires sur les motifs d\u2019insatisfaction ou d\u2019enthousiasme.<\/p>\n\n\n\n<p>Ces retours permettent de :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identifier les causes pr\u00e9cises d\u2019un score faible<\/li>\n\n\n\n<li>Comprendre les attentes des clients<\/li>\n\n\n\n<li>D\u00e9tecter des probl\u00e8mes r\u00e9currents<\/li>\n\n\n\n<li>Mettre en lumi\u00e8re les points forts \u00e0 valoriser<\/li>\n<\/ul>\n\n\n\n<p>L\u2019analyse des scores doit donc \u00eatre crois\u00e9e avec les donn\u00e9es qualitatives pour en faire un outil d\u2019am\u00e9lioration.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Identifier les tendances sur la dur\u00e9e<\/h3>\n\n\n\n<p>Suivre le CSAT sur plusieurs semaines ou plusieurs mois permet de rep\u00e9rer :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une baisse soudaine, peut \u00eatre li\u00e9e \u00e0 un changement<\/li>\n\n\n\n<li>Une am\u00e9lioration apr\u00e8s la mise en place d\u2019une nouvelle proc\u00e9dure<\/li>\n\n\n\n<li>Des \u00e9carts de niveau de satisfaction entre canaux ou points de contact<\/li>\n<\/ul>\n\n\n\n<p>Interpr\u00e9ter les r\u00e9sultats, c\u2019est donc adopter une logique d\u2019<strong>analyse continue <\/strong>plut\u00f4t qu\u2019une lecture ponctuelle.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les limites du CSAT \u00e0 prendre en compte<\/h2>\n\n\n\n<p>Le <strong>CSAT<\/strong> est un indicateur efficace, mais il ne raconte pas toute l\u2019histoire. Comprendre ses limites permet d\u2019\u00e9viter de tirer des conclusions h\u00e2tives.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Une mesure ponctuelle, et non une vision globale<\/h3>\n\n\n\n<p>Le CSAT \u00e9value une interaction pr\u00e9cise. Il ne refl\u00e8te pas la <strong>satisfaction globale<\/strong> d\u2019un client vis-\u00e0-vis d\u2019une marque. Un client peut \u00eatre satisfait d\u2019un appel tout en \u00e9tant d\u00e9\u00e7u par l\u2019exp\u00e9rience d\u2019achat, ou inversement.<\/p>\n\n\n\n<p>Il est donc important de <strong>compl\u00e9ter cette mesure par d\u2019autres indicateurs<\/strong> pour avoir une vision plus compl\u00e8te.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Un taux de r\u00e9ponse parfois faible<\/h3>\n\n\n\n<p>Le <strong>taux de r\u00e9ponse<\/strong> \u00e0 une enqu\u00eate CSAT peut varier fortement. Or, un faible volume de r\u00e9pondants fausse l\u2019interpr\u00e9tation des r\u00e9sultats. Les clients tr\u00e8s satisfaits ou tr\u00e8s m\u00e9contents sont souvent les plus enclins \u00e0 r\u00e9pondre, ce qui peut <strong>cr\u00e9er un biais<\/strong>.<\/p>\n\n\n\n<p>Mieux vaut disposer d\u2019un nombre suffisant de r\u00e9ponses avant d\u2019analyser les donn\u00e9es.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Une note qui ne suffit pas \u00e0 expliquer un probl\u00e8me<\/h3>\n\n\n\n<p>Un score chiffr\u00e9 indique un niveau de satisfaction, mais il n\u2019explique pas toujours la cause d\u2019un probl\u00e8me. C\u2019est pourquoi l\u2019analyse des <strong>retours clients<\/strong> est essentielle.<\/p>\n\n\n\n<p>L\u2019exploitation des commentaires permet d\u2019<strong>identifier pr\u00e9cis\u00e9ment les sources d\u2019insatisfaction<\/strong> ou les attentes non satisfaites.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Une mesure sensible au contexte<\/h3>\n\n\n\n<p>Le degr\u00e9 de satisfaction, mesur\u00e9 \u00e0 chaud, peut \u00eatre influenc\u00e9 par l\u2019\u00e9motion du moment. \u00c0 l\u2019inverse, une mesure r\u00e9alis\u00e9e \u00e0 froid peut donner un r\u00e9sultat diff\u00e9rent.<\/p>\n\n\n\n<p>Le moment choisi pour envoyer l\u2019enqu\u00eate a une forte influence sur le score obtenu. Cela peut compliquer les comparaisons si la m\u00e9thode n\u2019est pas constante.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Comment am\u00e9liorer son score CSAT et renforcer la satisfaction client\u2009?<\/h2>\n\n\n\n<p><strong>Pour am\u00e9liorer le score CSAT<\/strong>, il faut agir \u00e0 la fois sur l\u2019organisation, les processus et la qualit\u00e9 des interactions.<\/p>\n\n\n\n<p>Le premier levier consiste \u00e9videmment \u00e0 analyser les r\u00e9sultats de chaque enqu\u00eate de satisfaction. Cela permettra d\u2019identifier les points de friction les plus fr\u00e9quents. Au-del\u00e0 de la compr\u00e9hension de la note, l\u2019objectif est surtout de mettre le doigt sur les actions correctives, qu\u2019il s\u2019agisse de <strong>simplifier un parcours<\/strong>, de <strong>raccourcir un d\u00e9lai de traitement<\/strong>, ou de favoriser la r\u00e9solution au premier contact.&nbsp;<\/p>\n\n\n\n<p>Pour soutenir ces \u00e9volutions, les \u00e9quipes doivent disposer d\u2019un cadre clair et de solutions adapt\u00e9es&nbsp;: organisation des flux, acc\u00e8s \u00e0 l\u2019historique client, <strong>outils d\u2019assistance avec IA<\/strong>&nbsp;: ces \u00e9l\u00e9ments contribuent \u00e0 fluidifier les interactions et \u00e0 maintenir un niveau de service constant.&nbsp;<\/p>\n\n\n\n<p><strong>Former et accompagner les conseillers<\/strong> est \u00e9galement d\u00e9terminant. Une r\u00e9ponse claire, empathique et personnalis\u00e9e influence fortement le niveau de satisfaction. Le suivi r\u00e9gulier des r\u00e9sultats permet d\u2019<strong>identifier les axes d\u2019am\u00e9lioration <\/strong>et de mettre en place des actions cibl\u00e9es.<\/p>\n\n\n\n<p>Au-del\u00e0 du score lui-m\u00eame, l\u2019enjeu reste la relation dans la dur\u00e9e. Un CSAT \u00e9lev\u00e9 traduit une exp\u00e9rience coh\u00e9rente et fluide. Sur le long terme, cette r\u00e9gularit\u00e9 contribue directement \u00e0 la fid\u00e9lit\u00e9 client et \u00e0 la performance globale de l\u2019entreprise.<\/p>\n\n\n\n<p>Vous souhaitez aller plus loin dans la mesure et l\u2019am\u00e9lioration de la <strong>satisfaction client<\/strong>\u2009?<br>Les experts <strong>Odigo<\/strong> vous accompagnent pour mettre en place des dispositifs de mesure performants et exploiter pleinement vos donn\u00e9es afin d\u2019optimiser durablement l\u2019exp\u00e9rience client. <a href=\"https:\/\/odigo.com\/fr\/contact\/\"><span style=\"text-decoration: underline;\">\u00c9changez avec nos \u00e9quipes<\/span><\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">FAQ : toutes vos questions sur le CSAT<\/h2>\n\n\n\n<section class=\"align wp-block-oab-faq-block\">\n    <div class=\"container\">\n       <div class=\"row justify-content-center\">\n                              <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo.com\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo.com\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">Quelle est la diff\u00e9rence entre CSAT et NPS\u2009?<\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p><span style=\"font-weight: 400;\">Le <\/span><b>CSAT<\/b><span style=\"font-weight: 400;\"> (Customer Satisfaction Score) \u00e9value la satisfaction client apr\u00e8s une interaction pr\u00e9cise : un appel, un achat, une livraison ou la r\u00e9solution d\u2019un probl\u00e8me. Il mesure une exp\u00e9rience ponctuelle.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Le <\/span><b>NPS<\/b><span style=\"font-weight: 400;\"> (Net Promoter Score), de son c\u00f4t\u00e9, mesure l\u2019intention de recommandation. Il repose sur une question du type : \u00ab<\/span><span style=\"font-weight: 400;\">\u2009<\/span><span style=\"font-weight: 400;\">Recommanderiez-vous notre entreprise \u00e0 votre entourage<\/span><span style=\"font-weight: 400;\">\u2009<\/span><span style=\"font-weight: 400;\">?<\/span><span style=\"font-weight: 400;\">\u2009<\/span><span style=\"font-weight: 400;\">\u00bb.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ces deux indicateurs sont compl\u00e9mentaires.<\/span><\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                                  <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo.com\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo.com\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">Qu\u2019est-ce que le Customer Effort Score\u2009?<\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p><span style=\"font-weight: 400;\">Le <\/span><b>Customer Effort Score (CES)<\/b><span style=\"font-weight: 400;\"> mesure l\u2019effort fourni par le client pour obtenir une r\u00e9ponse ou r\u00e9soudre un probl\u00e8me. Contrairement au CSAT, qui mesure un niveau de satisfaction, le Customer Effort Score \u00e9value la simplicit\u00e9 du parcours.<\/span><\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                                  <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo.com\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo.com\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">Comment augmenter le taux de r\u00e9ponse CSAT\u2009?<\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p><span style=\"font-weight: 400;\">Le <\/span><b>taux de r\u00e9ponse<\/b><span style=\"font-weight: 400;\"> d\u00e9pend principalement du moment et du format de l\u2019enqu\u00eate. Pour l\u2019am\u00e9liorer :<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Envoyer l\u2019enqu\u00eate imm\u00e9diatement apr\u00e8s l\u2019interaction<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Limiter le nombre de questions<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Proposer une r\u00e9ponse simple (\u00e9chelle courte ou pictogrammes)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Expliquer bri\u00e8vement l\u2019utilit\u00e9 du feedback<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Plus l\u2019enqu\u00eate est rapide et fluide, plus les clients sont enclins \u00e0 r\u00e9pondre.<\/span><\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                                  <div class=\"col-12 oab-faq-block__container\">\n                       <div class=\"col-xl-8 col-lg-10 col-md-10 col-sm-11 oab-faq-block__question-container\" itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n                           <div class=\"oab-faq-block__question-icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__plus-icon active\" src=\"https:\/\/odigo.com\/wp-content\/plugins\/odigo-acf-blocks\/img\/plus_icon.svg\" alt=\"Plus icon\" title=\"Plus icon\">\n                               <img decoding=\"async\" class=\"oab-faq-block__minus-icon\" src=\"https:\/\/odigo.com\/wp-content\/plugins\/odigo-acf-blocks\/img\/minus.svg\" alt=\"Minus icon\" title=\"Minus icon\">\n                           <\/div>\n                           <h2 class=\"oab-faq-block__question\" itemprop=\"name\">Quand faut-il mesurer le CSAT\u2009?<\/h2>\n\n                           <div class=\"oab-faq-block__answer-container\" itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\">\n                               <div class=\"oab-faq-block__answer\" itemprop=\"text\"><p><span style=\"font-weight: 400;\">La mesure \u00e0 chaud permet de <\/span><b>capter un ressenti imm\u00e9diat<\/b><span style=\"font-weight: 400;\">, li\u00e9 \u00e0 une interaction pr\u00e9cise.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">La mesure \u00e0 froid offre un <\/span><b>recul plus global<\/b><span style=\"font-weight: 400;\"> sur l\u2019exp\u00e9rience v\u00e9cue.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Les deux approches sont possibles, elles r\u00e9pondent \u00e0 des objectifs diff\u00e9rents.<\/span><\/p>\n<\/div>\n                           <\/div>\n                       <\/div>\n\n                   <\/div>\n                      <\/div>\n    <\/div>\n<\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Le CSAT, pour Customer Satisfaction Score, est un indicateur utilis\u00e9 pour mesurer la satisfaction client. Il permet de recueillir une \u00e9valuation simple et rapide&nbsp;apr\u00e8s un appel avec un conseiller, un \u00e9change par chat, un achat ou une livraison par exemple.&nbsp;Facile \u00e0 d\u00e9ployer et rapide \u00e0 analyser, ce score est aujourd\u2019hui un rep\u00e8re incontournable pour suivre [&hellip;]<\/p>\n","protected":false},"author":14,"featured_media":1009863,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":0},"categories":[197],"tags":[],"topic":[],"class_list":["post-1009858","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils"],"acf":{"blog_author":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CSAT\u00a0: qu\u2019est-ce que le score de satisfaction client\u2009? - Odigo<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez la d\u00e9finition du CSAT, sa m\u00e9thode de calcul, son interpr\u00e9tation et ses limites pour analyser la satisfaction client.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/odigo.com\/fr\/blog\/csat-tout-savoir-sur-le-score-de-satisfaction-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CSAT\u00a0: qu\u2019est-ce que le score de satisfaction client\u2009? 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