L’expérience client entre théorie et réalité - Sens du client
15 July 2025 admin
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On visualise la mesure de la satisfaction client en tant qu’écart entre l’expérience attendue et l’expérience perçue (les parties rouge et orange du schéma). On visualise la mesure de la conformité, réalisée par exemple par des visites ou des appels mystères.
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