{"id":3405,"date":"2020-09-11T19:00:59","date_gmt":"2020-09-11T17:00:59","guid":{"rendered":"https:\/\/together-webzine.haulotte.com\/css-2019-un-barometro-para-identificar-mejor-las-expectativas-de-nuestros-clientes\/"},"modified":"2021-01-12T17:25:03","modified_gmt":"2021-01-12T15:25:03","slug":"css-2019-un-barometro-para-identificar-mejor-las-expectativas-de-nuestros-clientes","status":"publish","type":"post","link":"https:\/\/dev.refonte.together-webzine.haulotte.com\/es\/archivos-5_es\/css-2019-un-barometro-para-identificar-mejor-las-expectativas-de-nuestros-clientes\/","title":{"rendered":"CSS 2019: un bar\u00f3metro para identificar mejor las expectativas de nuestros clientes"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3405\" class=\"elementor elementor-3405 elementor-788\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-7985725 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7985725\" data-element_type=\"section\" data-e-type=\"section\" 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class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7d4c1459\" data-id=\"7d4c1459\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-10b296c3 elementor-widget elementor-widget-theme-post-featured-image elementor-widget-image\" data-id=\"10b296c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-featured-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 fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"563\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1024x721.jpg\" class=\"attachment-large size-large wp-image-5760\" alt=\"\" srcset=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1024x721.jpg 1024w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-300x211.jpg 300w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-768x541.jpg 768w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1536x1082.jpg 1536w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1320x930.jpg 1320w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css.jpg 2024w\" 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\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-3cb84a8f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3cb84a8f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-602a577b\" data-id=\"602a577b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-59e2b5ff elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"59e2b5ff\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-45250525\" data-id=\"45250525\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8449b59 elementor-widget elementor-widget-image\" data-id=\"8449b59\" data-element_type=\"widget\" data-e-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=\"1\" height=\"1\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/picto-orange.svg\" class=\"attachment-large size-large wp-image-1111\" alt=\"\" \/>\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\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-fdeb96c\" data-id=\"fdeb96c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-700523f6 elementor-widget elementor-widget-theme-post-title elementor-page-title elementor-widget-heading\" data-id=\"700523f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">CSS 2019: un bar\u00f3metro para identificar mejor las expectativas de nuestros clientes<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dcc8247 elementor-widget elementor-widget-text-editor\" data-id=\"dcc8247\" data-element_type=\"widget\" data-e-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\t\t<h3><strong>En octubre de 2019, realizamos nuestro 4<sup>o<\/sup> estudio de satisfacci\u00f3n entre nuestros clientes:<\/strong> un estudio barom\u00e9trico que repetimos cada tres a\u00f1os. Esta nueva edici\u00f3n ha mostrado los ejes de progreso y los planes de acci\u00f3n que debemos llevar a cabo para mejorar la satisfacci\u00f3n de nuestros clientes.<\/h3>\n<p>Hemos efectuado esta encuesta entre un panel representativo de nuestros clientes, tanto en t\u00e9rminos de distribuci\u00f3n geogr\u00e1fica como de volumen de negocios en estos tres \u00faltimos a\u00f1os, incluyendo a nuestros clientes clave en cada filial. <strong>En total, hemos obtenido un 45\u00a0% de respuestas, un muy buen porcentaje. <\/strong>El 62\u00a0% de los encuestados procede de Europa, el 17\u00a0% de Asia-Pac\u00edfico y el 21\u00a0% de Am\u00e9rica, con una clara progresi\u00f3n del n\u00famero de participantes en Norteam\u00e9rica y Asia.<\/p>\n<p><strong>Resultados positivos<\/strong><\/p>\n<p>La encuesta muestra que nos encontramos en una <strong>buena din\u00e1mica de progresi\u00f3n<\/strong>. De hecho, hemos obtenido una <strong>nota global de satisfacci\u00f3n de 7,85 sobre 10 (frente a 7,69 en 2016)<\/strong> y seguimos progresando de forma constante desde la primera encuesta realizada en 2010. <strong>Hemos constatado un claro aumento de la proporci\u00f3n de clientes \u00abmuy satisfechos\u00bb<\/strong>: 8,4 puntos m\u00e1s respecto a 2016, que se explica fundamentalmente por la conversi\u00f3n de los clientes denominados \u00absatisfechos\u00bb a \u00abmuy satisfechos\u00bb. Hemos reforzado su fidelizaci\u00f3n gracias a la calidad de nuestros productos, equipos y soluciones.<\/p>\n<p><strong>No obstante, esta mejora es relativa, ya que nuestros competidores tambi\u00e9n han progresado globalmente.<\/strong><\/p>\n<p>La encuesta gira en torno a cuatro tem\u00e1ticas:<\/p>\n<ul>\n<li><strong>La imagen de Haulotte:<\/strong> a menudo est\u00e1 asociada a \u00abun fabricante de m\u00e1quinas de calidad con el que se puede trabajar con total confianza y transparencia y que suministra productos y servicios adaptados a las necesidades demandadas\u00bb.<\/li>\n<li><strong>La relaci\u00f3n comercial<\/strong>: la atenci\u00f3n y comprensi\u00f3n de las necesidades, la frecuencia y la regularidad de los contactos y la amplitud de la gama de productos ofertados son bastante buenas.<\/li>\n<li><strong>Los productos Haulotte<\/strong>: la satisfacci\u00f3n es muy buena en cuanto al cumplimiento del pedido, a los documentos entregados y a la calidad de las m\u00e1quinas recibidas, pero constatamos ciertas insatisfacciones relativas al cumplimiento de los plazos de entrega y los consejos o explicaciones suministrados durante las entregas. Por el contrario, m\u00e1s del 55\u00a0% de los clientes piensan que la calidad de las m\u00e1quinas Haulotte y su fiabilidad han mejorado en los \u00faltimos tres a\u00f1os. Tenemos que destacar una muy clara mejora en la calidad de las m\u00e1quinas y su fiabilidad, de hecho, m\u00e1s del 55\u00a0% de nuestros clientes lo han confirmado.<\/li>\n<li><strong>El soporte t\u00e9cnico<\/strong>: durante la encuesta, el contexto econ\u00f3mico positivo provocaba una importante presi\u00f3n en este servicio. Las m\u00e1quinas de nuestros clientes estaban en constante actividad, as\u00ed que este servicio estaba bastante m\u00e1s solicitado. La experiencia t\u00e9cnica y la calidad de la informaci\u00f3n han sido juzgadas como satisfactorias, el eje de mejora identificado ha sido especialmente la facilidad y la rapidez de la intervenci\u00f3n.<\/li>\n<\/ul>\n<p>En base a estos resultados, las acciones prioritarias para mejorar la satisfacci\u00f3n de los clientes se centran fundamentalmente en el servicio:<\/p>\n<ul>\n<li>Asistencia t\u00e9cnica: mejorar la facilidad, la rapidez de acceso y la experiencia t\u00e9cnica.<\/li>\n<li>Intervenci\u00f3n t\u00e9cnica: optimizar la calidad de las intervenciones t\u00e9cnicas.<\/li>\n<li>Entrega de la m\u00e1quina: aumentar los consejos y las explicaciones suministrados durante la entrega de la m\u00e1quina y mejorar el cumplimiento de los plazos de entrega.<\/li>\n<\/ul>\n\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-170a2c9f elementor-widget elementor-widget-post-navigation\" data-id=\"170a2c9f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-navigation.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation\">\n\t\t\t<div class=\"elementor-post-navigation__prev elementor-post-navigation__link\">\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"elementor-post-navigation__next elementor-post-navigation__link\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-1415ca0d\" data-id=\"1415ca0d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-34898f41 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"34898f41\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7d05cf50\" data-id=\"7d05cf50\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7faf2fca elementor-widget elementor-widget-image\" data-id=\"7faf2fca\" data-element_type=\"widget\" data-e-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=\"1\" height=\"1\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/picto-orange.svg\" class=\"attachment-large size-large wp-image-1111\" alt=\"\" \/>\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\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-428e09d6\" data-id=\"428e09d6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6d678ff3 elementor-widget elementor-widget-heading\" data-id=\"6d678ff3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Leer tambi\u00e9n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<script>\n\t\t\t\t(function($) {\n                    \"use strict\";\n\n                    var target = $('.elementor-element-3cb84a8f');\n\n                    \n                    var EaelParallaxElement = {\n\n\t\t\t\t\t\tinit: function() {\n\t\t\t\t\t\t\telementorFrontend.hooks.addAction('frontend\/element_ready\/global', EaelParallaxElement.initWidget);\n\t\t\t\t\t\t},\n                        responsiveParallax: function(){\n                            var android = 1,\n                                ios = 1;\n                            switch( true || 1 ){\n                                case android && ios:\n                                    return \/iPad|iPhone|iPod|Android\/;\n                                    break;\n                                case android && ! 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Esta nueva edici\u00f3n ha mostrado los ejes de progreso y los planes de acci\u00f3n que debemos llevar a cabo para mejorar la satisfacci\u00f3n de nuestros clientes. Hemos efectuado esta encuesta entre un panel representativo [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":5760,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"footnotes":""},"categories":[287],"tags":[],"class_list":["post-3405","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-archivos-5_es"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CSS 2019: un bar\u00f3metro para identificar mejor las expectativas de nuestros clientes - Together<\/title>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CSS 2019: un bar\u00f3metro para identificar mejor las expectativas de nuestros clientes - Together\" \/>\n<meta property=\"og:description\" content=\"En octubre de 2019, realizamos nuestro 4o estudio de satisfacci\u00f3n entre nuestros clientes: un estudio barom\u00e9trico que repetimos cada tres a\u00f1os. 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