{"id":15027,"date":"2021-01-15T15:30:00","date_gmt":"2021-01-15T15:30:00","guid":{"rendered":"https:\/\/leger360.com\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\/"},"modified":"2024-02-09T09:17:17","modified_gmt":"2024-02-09T09:17:17","slug":"wow-2020-decouvrez-les-meilleurs-detaillants-quebecois","status":"publish","type":"post","link":"https:\/\/leger360.com\/fr\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\/","title":{"rendered":"WOW 2020 : D\u00e9couvrez les meilleurs d\u00e9taillants qu\u00e9b\u00e9cois!"},"content":{"rendered":"\n
L\u00e9ger est fi\u00e8re de pr\u00e9senter les r\u00e9sultats de son \u00e9tude WOW 2020, y compris le palmar\u00e8s des meilleures exp\u00e9riences en magasin au Qu\u00e9bec!<\/h3>\n\n\n\n
Les d\u00e9taillants savent qu’offrir une excellente exp\u00e9rience \u00e0 leurs clients est essentiel pour r\u00e9ussir. Mais comment pouvez-vous mesurer la qualit\u00e9 de l’exp\u00e9rience que vous offrez en magasin?<\/p>\n\n\n\n
Depuis 11 ans, L\u00e9ger m\u00e8ne son \u00e9tude WOW qui \u00e9value l\u2019exp\u00e9rience client en magasin, ainsi que diff\u00e9rents indicateurs de performance propres aux commerces de d\u00e9tail au Qu\u00e9bec. L’objectif de cette \u00e9tude est d’aider les d\u00e9taillants \u00e0 comprendre comment ils peuvent offrir \u00e0 leurs clients une exp\u00e9rience en magasin plus que WOW et d’identifier les d\u00e9taillants qu\u00e9b\u00e9cois offrant les meilleures exp\u00e9riences en magasin.<\/p>\n\n\n\n
L’\u00e9tude WOW identifie les irritants majeurs rencontr\u00e9s par vos clients et analyse leurs commentaires. En 2020, l’\u00e9tude WOW a \u00e9galement cherch\u00e9 \u00e0 comprendre l’impact de la pand\u00e9mie de la COVID-19 sur l’exp\u00e9rience client en magasin, y compris la mani\u00e8re dont les mesures de sant\u00e9 et de s\u00e9curit\u00e9 mises en place dans les magasins ont influenc\u00e9 l\u2019exp\u00e9rience g\u00e9n\u00e9rale des consommateurs.<\/p>\n\n\n\n
En 2020, face \u00e0 la pand\u00e9mie mondiale, l’exp\u00e9rience client en magasin est devenue plus importante que jamais.<\/h3>\n\n\n\n
La COVID-19 a port\u00e9 un coup s\u00e9v\u00e8re au secteur de la vente au d\u00e9tail, en particulier aux commerces avec pignon sur rue. Depuis le d\u00e9but de la pand\u00e9mie au Qu\u00e9bec, les d\u00e9taillants sont soumis \u00e0 diverses restrictions selon qu’ils sont class\u00e9s comme commerces non essentiels ou non, et ils en ressentent les effets.<\/p>\n\n\n\n
\u00ab\u00a0Dans ces circonstances difficiles, il est crucial de mesurer l’exp\u00e9rience client en magasin et de s’assurer de la satisfaction des consommateurs. Offrir une exp\u00e9rience plus que WOW<\/em> malgr\u00e9 les restrictions en place est primordial pour la survie de plusieurs d\u00e9taillants\u00a0qu\u00e9b\u00e9cois \u00bb, note Christian Bourque, vice-pr\u00e9sident ex\u00e9cutif chez L\u00e9ger.<\/p><\/blockquote>\n\n\n\n
Alors, quels d\u00e9taillants qu\u00e9b\u00e9cois sont arriv\u00e9s en t\u00eate de notre palmar\u00e8s des meilleures exp\u00e9riences en magasin?<\/p>\n\n\n\n
Le palmar\u00e8s 2020 des meilleures exp\u00e9riences en magasin au Qu\u00e9bec<\/h3>\n\n\n\n
Selon les r\u00e9sultats de notre \u00e9tude WOW 2020, les d\u00e9taillants qu\u00e9b\u00e9cois qui offrent la meilleure exp\u00e9rience client en magasin sont…<\/p>\n\n\n\n
<\/p>\n\n\n\n
<\/figure><\/div>\n\n\n\n
Quelques conclusions de l’\u00e9tude<\/h3>\n\n\n\n
BAISSE IMPORTANTE DE L\u2019EXP\u00c9RIENCE CLIENT CHEZ LES D\u00c9TAILLANTS JUG\u00c9S ESSENTIELS<\/strong><\/strong><\/h4>\n\n\n\n
De fa\u00e7on g\u00e9n\u00e9rale, l\u2019exp\u00e9rience client en magasin s\u2019est d\u00e9t\u00e9rior\u00e9e chez la plupart des d\u00e9taillants jug\u00e9s essentiels, dont notamment les pharmacies, les \u00e9piceries, les d\u00e9panneurs et la SAQ. Les dimensions de l\u2019exp\u00e9rience client les plus touch\u00e9es n\u00e9gativement sont les offres promotionnelles, la courtoisie et la disponibilit\u00e9 des employ\u00e9s, l\u2019importance accord\u00e9e aux clients, l\u2019ambiance g\u00e9n\u00e9rale et les activit\u00e9s de fid\u00e9lisation. Parfois, la vari\u00e9t\u00e9 de produits et l\u2019offre de nouveaut\u00e9s ont \u00e9galement diminu\u00e9, et ce probablement \u00e0 cause des difficult\u00e9s d\u2019approvisionnement rencontr\u00e9es par certains d\u00e9taillants.<\/p>\n\n\n\n
<\/p>\n\n\n\n
MOINS D\u2019INTERACTIONS AVEC LE PERSONNEL DE PLANCHER POUR OBTENIR UN CONSEIL OU POUR S\u2019INFORMER<\/strong><\/strong><\/h4>\n\n\n\n
La proportion de visiteurs qui ont re\u00e7u un service-conseil pour choisir le bon produit a nettement diminu\u00e9 par rapport \u00e0 l\u2019ann\u00e9e derni\u00e8re (40%, -12 vs 2019), et ce chez la majorit\u00e9 des d\u00e9taillants. Distanciation oblige, le client est plus souvent laiss\u00e9 \u00e0 lui-m\u00eame; il faut alors s\u2019assurer que l\u2019affichage et l\u2019aide au magasinage soient au rendez-vous.<\/p>\n\n\n\n
<\/p>\n\n\n\n
HAUSSE DE L\u2019EXP\u00c9RIENCE CLIENT POUR LES BOUTIQUES DE MODE ET LES D\u00c9TAILLANTS PLUS NICH\u00c9S<\/strong><\/strong><\/h4>\n\n\n\n
De fa\u00e7on g\u00e9n\u00e9rale, l\u2019exp\u00e9rience client en magasin pour les boutiques et accessoires de mode, ainsi que les boutiques visant une client\u00e8le plus nich\u00e9e (ex. : produits de luxe) s\u2019est am\u00e9lior\u00e9e versus l\u2019an dernier.<\/p>\n\n\n\n
<\/p>\n\n\n\n
L\u00c9GER IMPACT N\u00c9GATIF DES MESURES SANITAIRES SUR L\u2019EXP\u00c9RIENCE DE MAGASINAGE<\/strong><\/strong><\/h4>\n\n\n\n
Pour un consommateur sur cinq (18%), les mesures sanitaires de sant\u00e9 et s\u00e9curit\u00e9 implant\u00e9es durant la pand\u00e9mie nuisent de fa\u00e7on importante \u00e0 leur exp\u00e9rience de magasinage. Les mesures semblent affecter plus fortement les clients de boutiques de beaut\u00e9 (cosm\u00e9tiques, cr\u00e8mes, etc.), de bijoux et de lunetteries.<\/p>\n\n\n\n
<\/p>\n\n\n\n
LIVRAISON GRATUITE ET RAPIDE : LEVIER LE PLUS IMPORTANT POUR CONTR\u00d4LER L\u2019ACHALANDAGE EN MAGASIN<\/strong><\/strong><\/h4>\n\n\n\n
Interrog\u00e9s sur les services jug\u00e9s les plus int\u00e9ressants pour g\u00e9rer plus efficacement la limite de visiteurs en m\u00eame temps en magasin, l\u2019offre d\u2019une livraison ou d\u2019une installation gratuite a \u00e9t\u00e9 le choix le plus populaire aupr\u00e8s des Qu\u00e9b\u00e9cois. La garantie d\u2019un court d\u00e9lai de livraison ou d\u2019installation arrive au deuxi\u00e8me rang, suivi de pr\u00e8s par l\u2019offre de politiques de retour ou d\u2019annulation simples et flexibles.<\/p>\n\n\n\n
<\/p>\n\n\n\n
\n\n\n\n
M\u00e9thodologie du sondage<\/h3>\n\n\n\n
Sondage web r\u00e9alis\u00e9 aupr\u00e8s de pr\u00e8s de 13 000 Qu\u00e9b\u00e9cois \u00e2g\u00e9s de 15 ans et plus, ayant visit\u00e9 au moins un commerce de d\u00e9tail r\u00e9cemment.<\/li>
Au total, 164 d\u00e9taillants appartenant \u00e0 25 secteurs ont \u00e9t\u00e9 \u00e9valu\u00e9s. Chaque d\u00e9taillant a \u00e9t\u00e9 \u00e9valu\u00e9 par environ 400 r\u00e9pondants ayant visit\u00e9 un magasin de ce d\u00e9taillant depuis juin 2020. Pour les pharmacies, le r\u00e9pondant devait avoir visit\u00e9 un magasin au cours du dernier mois.<\/li>
La collecte des donn\u00e9es a \u00e9t\u00e9 r\u00e9alis\u00e9e du 18 octobre au 9 novembre 2020.<\/li>
Afin d\u2019obtenir un \u00e9chantillon repr\u00e9sentatif par magasin, les r\u00e9sultats ont \u00e9t\u00e9 pond\u00e9r\u00e9s selon le profil sociod\u00e9mographique de ses visiteurs r\u00e9cents en fonction des variables suivantes : sexe, \u00e2ge, langue maternelle et r\u00e9gion.<\/li><\/ul>\n\n\n\n\n\n\n\n
VOUS SOUHAITEZ EN SAVOIR PLUS SUR CETTE \u00c9TUDE? CONTACTEZ-NOUS!<\/h2>\n\n\n
[mc4wp_form id=\u00a0\u00bb30151″]<\/p>\n\n\n\n
T\u00c9L\u00c9CHARGER LA BROCHURE DE L’\u00c9TUDE<\/h2>\n\n\n\n
L\u00e9ger est fi\u00e8re de pr\u00e9senter les r\u00e9sultats de son \u00e9tude WOW 2020, y compris le palmar\u00e8s des meilleures exp\u00e9riences en magasin au Qu\u00e9bec! Les d\u00e9taillants savent qu’offrir une excellente exp\u00e9rience \u00e0 leurs clients est essentiel pour r\u00e9ussir. Mais comment pouvez-vous mesurer la qualit\u00e9 de l’exp\u00e9rience que vous offrez en magasin? Depuis 11 ans, L\u00e9ger m\u00e8ne […]<\/p>\n","protected":false},"author":2,"featured_media":9132,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","inline_featured_image":false,"footnotes":""},"categories":[876],"tags":[],"post_language_cat":[39],"class_list":["post-15027","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-expertise-de-marche","post_language_cat-fr-market-intelligence"],"acf":[],"yoast_head":"\n
WOW 2020 : D\u00e9couvrez les meilleurs d\u00e9taillants qu\u00e9b\u00e9cois! - Leger<\/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:\/\/leger360.com\/fr\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"WOW 2020 : D\u00e9couvrez les meilleurs d\u00e9taillants qu\u00e9b\u00e9cois!\" \/>\n<meta property=\"og:description\" content=\"L\u00e9ger est fi\u00e8re de pr\u00e9senter les r\u00e9sultats de son \u00e9tude WOW 2020, y compris le palmar\u00e8s des meilleures exp\u00e9riences en magasin au Qu\u00e9bec! Les d\u00e9taillants savent qu’offrir une excellente exp\u00e9rience \u00e0 leurs clients est essentiel pour r\u00e9ussir. Mais comment pouvez-vous mesurer la qualit\u00e9 de l’exp\u00e9rience que vous offrez en magasin? Depuis 11 ans, L\u00e9ger m\u00e8ne […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/leger360.com\/fr\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\/\" \/>\n<meta property=\"og:site_name\" content=\"Leger\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/leger360\/\" \/>\n<meta property=\"article:published_time\" content=\"2021-01-15T15:30:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-02-09T09:17:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/leger360.com\/wp-content\/uploads\/2024\/02\/shutterstock_1715106187.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"667\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Jason Anthony\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@leger360\" \/>\n<meta name=\"twitter:site\" content=\"@leger360\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jason Anthony\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimation du temps de lecture\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\\\/\"},\"author\":{\"name\":\"Jason Anthony\",\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/#\\\/schema\\\/person\\\/34dfccb7aa46dcd4085221008ca51ac9\"},\"headline\":\"WOW 2020 : D\u00e9couvrez les meilleurs d\u00e9taillants qu\u00e9b\u00e9cois!\",\"datePublished\":\"2021-01-15T15:30:00+00:00\",\"dateModified\":\"2024-02-09T09:17:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\\\/\"},\"wordCount\":998,\"publisher\":{\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/leger360.com\\\/wp-content\\\/uploads\\\/2024\\\/02\\\/shutterstock_1715106187.jpg\",\"articleSection\":[\"Expertise de march\u00e9\"],\"inLanguage\":\"fr-CA\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\\\/\",\"url\":\"https:\\\/\\\/leger360.com\\\/fr\\\/wow-2020-decouvrez-les-meilleurs-detaillants-quebecois\\\/\",\"name\":\"WOW 2020 : D\u00e9couvrez les meilleurs d\u00e9taillants qu\u00e9b\u00e9cois! 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