{"id":3225,"date":"2020-09-11T18:20:04","date_gmt":"2020-09-11T16:20:04","guid":{"rendered":"https:\/\/together-webzine.haulotte.com\/css-2019-un-indicatore-per-individuare-meglio-le-attese-dei-nostri-clienti\/"},"modified":"2021-01-12T15:42:05","modified_gmt":"2021-01-12T13:42:05","slug":"css-2019-un-indicatore-per-individuare-meglio-le-attese-dei-nostri-clienti","status":"publish","type":"post","link":"https:\/\/dev.refonte.together-webzine.haulotte.com\/it\/archivio-5_it\/css-2019-un-indicatore-per-individuare-meglio-le-attese-dei-nostri-clienti\/","title":{"rendered":"CSS 2019: un indicatore per individuare meglio le attese dei nostri clienti"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3225\" class=\"elementor elementor-3225 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 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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-5755\" 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 indicatore per individuare meglio le attese dei nostri clienti<\/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>A ottobre 2019, abbiamo lanciato la nostra 4<sup>a<\/sup> indagine sulla soddisfazione dei clienti:<\/strong> uno studio che rinnoviamo ogni 3 anni. Quest\u2019ultima edizione ha evidenziato numerose linee di sviluppo e piani d\u2019azione da seguire per migliorare la soddisfazione dei nostri clienti.<\/h3>\n<p>L\u2019inchiesta ha coinvolto un panel rappresentativo in termini sia di ripartizione geografica, sia di fatturato nei 3 anni precedenti, che comprendeva i clienti chiave di ogni filiale. <strong>In totale, abbiamo raggiunto un ottimo tasso di risposta del 45%. <\/strong>Il 62% dei contributi proveniva dalla regione Europa, il 17% della regione Asia-Pacifico e il 21% dalle Americhe, con un netto incremento del numero di partecipanti in Nord America e in Asia.<\/p>\n<p><strong>Risultati positivi<\/strong><\/p>\n<p>L\u2019inchiesta ha messo in luce una <strong>buona dinamica di progressione<\/strong>. Infatti, abbiamo ottenuto uno <strong>score di soddisfazione globale pari a 7,85 su 10 (vs 7,69 nel 2016)<\/strong>, un punteggio in costante crescita dalla prima edizione del sondaggio del 2010. <strong>Si nota un netto incremento della proporzione di clienti \u00abmolto soddisfatti\u00bb<\/strong>: +8,4 punti rispetto al 2016, dovuti soprattutto al passaggio di clienti dalla categoria \u00absoddisfatti\u00bb a \u00abmolto soddisfatti\u00bb. Abbiamo consolidato la loro fiducia grazie alla qualit\u00e0 dei nostri prodotti, team e soluzioni.<\/p>\n<p><strong>Tuttavia, questo netto miglioramento \u00e8 relativo, poich\u00e9 anche i nostri concorrenti hanno globalmente fatto progressi.<\/strong><\/p>\n<p>L\u2019inchiesta si articolava intorno a quattro tematiche:<\/p>\n<ul>\n<li><strong>L\u2019immagine di Haulotte:<\/strong> il pi\u00f9 delle volte, \u00e8 associata a \u00abun produttore con il quale \u00e8 possibile lavorare in un clima di totale fiducia\/trasparenza, che fornisce prodotti\/servizi commisurati alle esigenze e realizza macchinari di qualit\u00e0\u00bb.<\/li>\n<li><strong>La relazione commerciale<\/strong>: l\u2019attenzione\/comprensione delle esigenze, la frequenza\/regolarit\u00e0 dei contatti e l\u2019esaustivit\u00e0 della gamma di prodotti proposta sono sufficientemente buone.<\/li>\n<li><strong>I prodotti Haulotte<\/strong>: la soddisfazione \u00e8 molto elevata per quanto riguarda il rispetto degli ordini, i documenti consegnati e la qualit\u00e0 dei macchinari ricevuti, ma si registrano insoddisfazioni legate al rispetto delle date di consegna e ai consigli o alle spiegazioni forniti al momento della consegna. Per contro, il 55% dei clienti pensa che la qualit\u00e0 e l\u2019affidabilit\u00e0 dei macchinari Haulotte siano migliorati negli ultimi 3 anni. Un netto miglioramento viene sottolineato riguardo alla qualit\u00e0 e all\u2019affidabilit\u00e0 dei macchinari, riportato da oltre il 55% dei clienti.<\/li>\n<li><strong>L\u2019assistenza tecnica<\/strong>: al momento dell\u2019indagine, il contesto economico positivo esercitava forti pressioni sul servizio di manutenzione: poich\u00e9 i macchinari dei nostri clienti sono perennemente in attivit\u00e0, il livello di esigenza relativo a questo aspetto era maggiore. L\u2019esperienza in ambito tecnico e la qualit\u00e0 delle informazioni sono state giudicate soddisfacenti, mentre la principale area di miglioramento individuata riguarda in particolare la facilit\u00e0 e la rapidit\u00e0 di intervento.<\/li>\n<\/ul>\n<p>Sulla base di questi risultati, le principali misure da implementare per migliorare la soddisfazione dei clienti riguardano essenzialmente l\u2019area servizi:<\/p>\n<ul>\n<li>assistenza tecnica: migliorare la facilit\u00e0\/rapidit\u00e0 d\u2019accesso e l\u2019esperienza tecnica;<\/li>\n<li>interventi tecnici: ottimizzare la qualit\u00e0 degli interventi tecnici;<\/li>\n<li>consegna dei macchinari: migliorare consigli e spiegazioni forniti al momento della consegna del macchinario e il rispetto delle date di consegna.<\/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\">Leggi anche<\/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 && ! ios:\n                                    return \/Android\/;\n                                    break;\n                                case ! android && ios:\n                                    return \/iPad|iPhone|iPod\/;\n                                    break;\n                                case ( ! android && ! ios ):\n                                    return null;\n                            }\n                        },\n\t\t\t\t\t\tinitWidget: function( $scope ) {\n\n\t\t\t\t\t\t\ttarget.jarallax({\n\t\t\t\t\t\t\t\ttype: 'scroll-opacity',\n\t\t\t\t\t\t\t\tspeed: 1.3,\n\t\t\t\t\t\t\t\tkeepImg: true,\n                                disableParallax: EaelParallaxElement.responsiveParallax(),\n\t\t\t\t\t\t\t});\n\t\t\t\t\t\t}\n\n\t\t\t\t\t};\n\n\t\t\t\t\t$( window ).on('elementor\/frontend\/init', EaelParallaxElement.init);\n\n                    \t\t\t\t}( jQuery ) );\n\t\t\t<\/script>\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-286ccdf0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"286ccdf0\" 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-100 elementor-top-column elementor-element elementor-element-6437191c\" data-id=\"6437191c\" 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>\n\t\t","protected":false},"excerpt":{"rendered":"<p>A ottobre 2019, abbiamo lanciato la nostra 4a indagine sulla soddisfazione dei clienti: uno studio che rinnoviamo ogni 3 anni. Quest\u2019ultima edizione ha evidenziato numerose linee di sviluppo e piani d\u2019azione da seguire per migliorare la soddisfazione dei nostri clienti. L\u2019inchiesta ha coinvolto un panel rappresentativo in termini sia di ripartizione geografica, sia di fatturato [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":5755,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"footnotes":""},"categories":[283],"tags":[],"class_list":["post-3225","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-archivio-5_it"],"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 indicatore per individuare meglio le attese dei nostri clienti - Together<\/title>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"it_IT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CSS 2019: un indicatore per individuare meglio le attese dei nostri clienti - Together\" \/>\n<meta property=\"og:description\" content=\"A ottobre 2019, abbiamo lanciato la nostra 4a indagine sulla soddisfazione dei clienti: uno studio che rinnoviamo ogni 3 anni. 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