{"id":7029,"date":"2026-09-24T15:59:02","date_gmt":"2026-09-24T13:59:02","guid":{"rendered":"https:\/\/www.procertus.be\/enquete-de-satisfaction-procertus-concernant-la-gestion-des-dossiers\/"},"modified":"2026-09-24T17:02:46","modified_gmt":"2026-09-24T15:02:46","slug":"enquete-de-satisfaction-procertus-concernant-la-gestion-des-dossiers","status":"publish","type":"post","link":"https:\/\/www.procertus.be\/fr\/enquete-de-satisfaction-procertus-concernant-la-gestion-des-dossiers\/","title":{"rendered":"Enqu\u00eate de satisfaction PROCERTUS concernant la gestion des dossiers"},"content":{"rendered":"

Enqu\u00eate de satisfaction PROCERTUS concernant la gestion des dossiers\u202f: une confiance solide et des d\u00e9fis op\u00e9rationnels majeurs.<\/p>\n

L'excellence op\u00e9rationnelle et la confiance industrielle ne se d\u00e9cr\u00e8tent pas, elles se mesurent. Au printemps dernier, PROCERTUS a men\u00e9 une vaste enqu\u00eate de satisfaction aupr\u00e8s des d\u00e9tenteurs d'un certificat BENOR. Avec 168 r\u00e9pondants sur\u00a0l'ensemble de nos\u00a0secteurs d'activit\u00e9 et un taux de r\u00e9ponse moyen de\u00a0pr\u00e8s de 22%,\u00a0cette enqu\u00eate offre un diagnostic sans concession de nos services, de notre communication et de notre gestion des dossiers.<\/span>\u00a0<\/span><\/p>\n

Voici une analyse approfondie des r\u00e9sultats, entre motifs de fiert\u00e9 et chantiers de modernisation urgents.<\/span>\u00a0<\/span><\/p>\n

1. Un niveau de satisfaction global \u00e9lev\u00e9, port\u00e9 par l'expertise technique<\/span><\/b>\u00a0<\/span><\/h4>\n

Dans l'ensemble, PROCERTUS b\u00e9n\u00e9ficie d'une solide assise. Le taux de satisfaction g\u00e9n\u00e9ral s'\u00e9l\u00e8ve \u00e0\u00a080,4%.<\/span>\u00a0<\/span><\/p>\n

Le principal point fort r\u00e9side incontestablement dans l'expertise de nos collaborateurs\u202f: la comp\u00e9tence technique des gestionnaires de dossiers obtient la note moyenne remarquable de 8,2\/10.\u00a0Les secteurs de l'acier pl\u00e9biscitent cette comp\u00e9tence avec des notes sup\u00e9rieures \u00e0 9\/10.<\/span>\u00a0<\/span><\/p>\n

La qualit\u00e9 des informations transmises est \u00e9galement salu\u00e9e (moyenne globale de 8,2\/10),\u00a0confirmant\u00a0la rigueur technique de PROCERTUS dans\u00a0le traitement des dossiers\u00a0BENOR.<\/span><\/p>\n<\/div>

<\/span><\/div>

2. De fortes disparit\u00e9s sectorielles<\/span><\/b><\/h4>\n

Derri\u00e8re ces moyennes encourageantes se cachent des disparit\u00e9s entre nos secteurs d'activit\u00e9.\u00a0Si certains\u00a0secteurs\u00a0affichent\u00a0une satisfaction exceptionnelle et constante, d'autres\u00a0expriment\u00a0une relative insatisfaction\u00a0(7,1\/10).<\/span>\u00a0<\/span><\/p>\n

Le principal point \u00e0 am\u00e9liorer concerne la rapidit\u00e9 du service et du suivi, qui atteint seulement 6\/10 dans certains secteurs.<\/span><\/p>\n

3. Les voix du terrain\u202f: ce que r\u00e9v\u00e8lent les commentaires qualitatifs<\/span><\/b><\/h4>\n

L'enqu\u00eate a \u00e9galement permis de recueillir des suggestions d'am\u00e9lioration concr\u00e8tes.\u00a0Certains r\u00e9pondants donnent les pistes d'am\u00e9lioration suivantes\u202f:\u00a0<\/span>\u00a0<\/span><\/p>\n

    \n
  • plusieurs\u00a0fabricants\u00a0signalent que le d\u00e9lai d'obtention d'une r\u00e9ponse \u00e0 des questions techniques complexes est parfois tr\u00e8s long. Ceci\u00a0a\u00a0un\u00a0impact\u00a0direct\u00a0sur les processus\u00a0de production et l'introduction de nouveaux produits sur le march\u00e9.<\/span>\u00a0<\/span><\/li>\n
  • l'ergonomie\u00a0num\u00e9rique est\u00a0parfois\u00a0critiqu\u00e9e et la demande d'une plateforme plus moderne est forte.<\/span>\u00a0<\/span><\/li>\n
  • des\u00a0r\u00e9pondants\u00a0trouvent certaines proc\u00e9dures administratives fastidieuses et estiment qu'il\u00a0serait possible de les simplifier davantage.\u00a0<\/span>\u00a0<\/span><\/li>\n
  • des\u00a0propositions\u00a0d'optimisation\u00a0administratives\u00a0et communicationnelles\u00a0ont \u00e9t\u00e9 formul\u00e9es.<\/span><\/li>\n<\/ul>\n

    4. Plan d'action\u202f: les priorit\u00e9s strat\u00e9giques de PROCERTUS<\/span><\/b><\/h4>\n

    Face \u00e0 ces retours constructifs, PROCERTUS va engager des r\u00e9formes op\u00e9rationnelles structurelles autour de plusieurs axes\u202f:<\/span>\u00a0<\/span><\/p>\n

      \n
    1. Refonte et modernisation de l'extranet<\/span>\u202f<\/span><\/b>: le syst\u00e8me actuel\u00a0avec trois extranets\u00a0sera remplac\u00e9 par une\u00a0seule\u00a0plateforme web intuitive, facilitant la gestion documentaire et le suivi en temps r\u00e9el de l'\u00e9tat d'avancement des dossiers<\/span>\u00a0<\/span><\/li>\n
    2. Engagement de r\u00e9activit\u00e9 technique<\/span>\u202f<\/span><\/b>: des\u00a0actions seront men\u00e9es pour r\u00e9duire les d\u00e9lais de traitement des dossiers techniques et de r\u00e9ponse aux questions pos\u00e9es<\/span>\u00a0<\/span><\/li>\n
    3. Assouplissement de la communication<\/span>\u202f<\/span><\/b>:\u00a0PROCERTUS\u00a0continuera \u00e0 miser sur une communication ouverte et transparente et \u00e9tudiera les moyens d'optimiser davantage l'interaction et l'\u00e9change\u00a0d'informations avec les d\u00e9tenteurs de certificats.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n

      En capitalisant sur notre excellence technique reconnue tout en simplifiant nos processus, nous transformerons les points de friction identifi\u00e9s en leviers de croissance et de fid\u00e9lisation durables.<\/span>\u00a0<\/span><\/p>\n

      Merci encore \u00e0 tous les participants \u00e0 cette enqu\u00eate\u202f!<\/span>\u00a0<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":7033,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[135,105],"tags":[],"class_list":["post-7029","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kennisdeling","category-non-classifiee-2"],"yoast_head":"\nEnqu\u00eate de satisfaction PROCERTUS concernant la gestion des dossiers<\/title>\n<meta name=\"description\" content=\"L\u2019excellence op\u00e9rationnelle et la confiance industrielle ne se d\u00e9cr\u00e8tent pas, elles se mesurent.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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