{"id":41061,"date":"2021-01-07T00:00:00","date_gmt":"2021-01-07T00:00:00","guid":{"rendered":"https:\/\/app-mbe-blog-prd.azurewebsites.net\/?p=41061"},"modified":"2026-01-22T14:46:50","modified_gmt":"2026-01-22T14:46:50","slug":"comment-piloter-la-satisfaction-de-vos-clients-internes","status":"publish","type":"post","link":"https:\/\/www.manutan.be\/blog\/fr-be\/comment-piloter-la-satisfaction-de-vos-clients-internes\/","title":{"rendered":"Comment piloter la satisfaction de vos clients internes ?"},"content":{"rendered":"<div class=\"post-introduction\">\n<p>Pour la fonction achat, la satisfaction des clients internes, c\u2019est-\u00e0-dire de l\u2019ensemble des directions m\u00e9tiers au sein de l\u2019entreprise, est essentielle. Cette probl\u00e9matique influe directement sur le respect des processus et proc\u00e9dures achats mis en place, et plus largement sur leur propre performance. Mais quels outils ont-ils \u00e0 disposition pour mesurer cette satisfaction et en am\u00e9liorer les r\u00e9sultats ? D\u00e9cision Achats sugg\u00e8re de miser sur le traditionnel questionnaire de satisfaction.<\/p>\n<\/div>\n<figure class=\"post-hero\">\n        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2021\/01\/piloter-la-satisfaction-client_1110x555.jpeg\" alt=\"\" \/><br \/>\n      <\/figure>\n<div class=\"post-content\">\n<h2>La satisfaction des clients internes, au service de la comp\u00e9titivit\u00e9 des entreprises<\/h2>\n<p>La satisfaction des clients internes est au c\u0153ur des enjeux des Directions des Achats et cela est d\u2019autant plus vrai lorsqu\u2019il s\u2019agit d\u2019achats indirects. Finalement, les achats, et plus particuli\u00e8rement cette typologie d\u2019achats, concernent l\u2019ensemble des collaborateurs d\u2019une entreprise et va directement contribuer \u00e0 leur qualit\u00e9 de vie au travail, mais aussi \u00e0 leur sant\u00e9, leur s\u00e9curit\u00e9 et leur propre performance.<\/p>\n<p>Dans un monde id\u00e9al, c\u2019est tout un cercle vertueux qui peut se mettre en place\u00a0:\u00a0<b>les clients internes satisfaits de leur exp\u00e9rience d\u2019achats respectent les processus et proc\u00e9dures achats mis en place, ce qui permet \u00e0 la Direction des Achats de mieux piloter sa strat\u00e9gie pour atteindre ses objectifs<\/b>, et ainsi plus largement \u00e0 l\u2019entreprise de gagner en comp\u00e9titivit\u00e9.<\/p>\n<p>Cependant, pour arriver \u00e0 ce tableau id\u00e9al, le chemin est long. Le manque de communication et les incompr\u00e9hensions sont monnaie courante en entreprise et les relations achats\/clients internes ne font pas exception.<\/p>\n<h2><b>Etape n\u00b01\u00a0: identifier et mesurer des KPI<\/b><\/h2>\n<p><b>Comme le dit l\u2019adage \u00ab\u00a0on n\u2019am\u00e9liore que ce qui se mesure\u00a0\u00bb<\/b>. Pour garantir la satisfaction de ses clients internes, les Directions des Achats doivent donc commencer par d\u00e9finir des\u00a0indicateurs cl\u00e9s de performance\u00a0et les mesurer. Ces derniers peuvent \u00eatre li\u00e9s \u00e0 l\u2019exp\u00e9rience d\u2019achats des utilisateurs (par exemple\u00a0: le temps de r\u00e9ponse, le nombre d\u2019offres propos\u00e9es\u2026) mais aussi \u00e0 la strat\u00e9gie d\u2019entreprise (exemple\u00a0: nombre de fournisseurs locaux, nombre de produits respectueux de l\u2019environnement, etc.).<\/p>\n<p>Pour \u00e9valuer ces indicateurs, la plupart des experts interrog\u00e9s par D\u00e9cision Achats pr\u00e9conisent l\u2019utilisation d\u2019enqu\u00eates de satisfaction une fois par an et\/ou en fin de projet. Quelques bonnes pratiques sont \u00e0 retenir\u00a0:<\/p>\n<ul>\n<li>\n<p>Tester une premi\u00e8re version de ce questionnaire de satisfaction \u00e0 un comit\u00e9 restreint repr\u00e9sentant diverses directions, puis le d\u00e9ployer aupr\u00e8s de l\u2019ensemble des clients internes.<\/p>\n<\/li>\n<li>\n<p>Si possible, organiser cette enqu\u00eate de satisfaction en pr\u00e9sentiel pour cr\u00e9er du lien.<\/p>\n<\/li>\n<li>\n<p>Proc\u00e9der, en parall\u00e8le, \u00e0 une auto-\u00e9valuation par l\u2019\u00e9quipe achats pour identifier d\u2019\u00e9ventuels d\u00e9calages.<\/p>\n<\/li>\n<\/ul>\n<p>Pour ne pas (trop) solliciter leurs coll\u00e8gues, le service achats peut \u00e9galement \u00e9valuer leur satisfaction en mesurant un autre type d\u2019indicateurs comme par exemple le nombre de projets o\u00f9 les \u00e9quipes achats sont int\u00e9gr\u00e9es en amont, le nombre de demandes re\u00e7ues, etc.<\/p>\n<h2><b>Etape n\u00b02\u00a0: communiquer\u00a0!<\/b><\/h2>\n<p>Pour que cette d\u00e9marche soit une r\u00e9ussite, les Directions des Achats doivent avant tout miser sur la communication, que cela soit avec les clients internes comme avec ses propres \u00e9quipes.<\/p>\n<p>D\u2019autant plus dans le cadre d\u2019une enqu\u00eate de satisfaction,\u00a0<b>il faut bien expliquer les objectifs et mettre en avant les b\u00e9n\u00e9fices que toutes les parties prenantes vont pouvoir en tirer<\/b>. C\u2019est \u00e0 cette seule condition qu\u2019ils adh\u00e9reront au projet et se mobiliseront v\u00e9ritablement. Une fois que les r\u00e9sultats sont analys\u00e9s, que les axes d\u2019am\u00e9lioration et le plan d\u2019actions sont bien identifi\u00e9s, il est \u00e0 nouveau important d\u2019en informer les participants et les \u00e9quipes achats. Cela incitera les premiers \u00e0 renouveler l\u2019exp\u00e9rience dans le futur, et les seconds \u00e0 mettre en \u0153uvre les actions correctrices n\u00e9cessaires pour s\u2019am\u00e9liorer.<\/p>\n<p>Finalement, mesurer la satisfaction des clients internes et s\u2019inscrire dans une d\u00e9marche d\u2019am\u00e9lioration continue est un\u00a0<b>premier pas pour la fonction achat afin de se positionner comme un v\u00e9ritable\u00a0business partner<\/b>. Il convient ensuite d\u2019aller plus loin en construisant une relation de confiance et de coop\u00e9ration entre les Directions des Achats et les autres directions m\u00e9tiers.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Pour la fonction achat, la satisfaction des clients internes, c\u2019est-\u00e0-dire de l\u2019ensemble des directions m\u00e9tiers au sein de l\u2019entreprise, est essentielle. Cette probl\u00e9matique influe directement sur le respect des processus et proc\u00e9dures achats mis en place, et plus largement sur leur propre performance. Mais quels outils ont-ils \u00e0 disposition pour mesurer cette satisfaction et en am\u00e9liorer les r\u00e9sultats ? D\u00e9cision&#46;&#46;&#46;<\/p>\n","protected":false},"author":2,"featured_media":26056,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[110],"tags":[203,2231,2233,213,2235],"class_list":["post-41061","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-travailler-malin-et-efficacement","tag-acheteur","tag-clients-internes","tag-communication-entre-departements","tag-fonction-achat","tag-satisfaction-clients-internes"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment piloter la satisfaction de vos clients internes ? - Manutan NV<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.manutan.be\/blog\/fr-be\/comment-piloter-la-satisfaction-de-vos-clients-internes\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment piloter la satisfaction de vos clients internes ? - Manutan NV\" \/>\n<meta property=\"og:description\" content=\"Pour la fonction achat, la satisfaction des clients internes, c\u2019est-\u00e0-dire de l\u2019ensemble des directions m\u00e9tiers au sein de l\u2019entreprise, est essentielle. 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Cette probl\u00e9matique influe directement sur le respect des processus et proc\u00e9dures achats mis en place, et plus largement sur leur propre performance. Mais quels outils ont-ils \u00e0 disposition pour mesurer cette satisfaction et en am\u00e9liorer les r\u00e9sultats ? 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