Etude de la satisfaction client du service d' entretien des stations d' assainissement non collectif Eloy Water sur le marché national français en vue de l' implémentation d' un CRM

Abstract

This master thesis was carried out within the family company Eloy Water in Sprimont (Belgium). Active in the treatment of wastewater since 1965, the company is experiencing growing success. Sensitive to technological developments but above all to respect for the environment, the company is constantly seeking to improve its products in this sense. Its international presence is an asset, but it is on the French market, the market where the company generates most of its turnover, that this study will focus. The objective of this research is to discover the factors that contribute to the client’s satisfaction for the maintenance service of their individual wastewater treatment plants. We will try to better understand the feelings, expectations, and aspirations of customers regarding this service. The company wants to use this research to improve the means of communication put in place. It also intends to refine new offers of services more relevant to the expectations of prospects, while keeping in mind their wish to implement a new CRM tool soon. Our analyzes are built on several phases. We will start by contextualizing the field of this study, the issues and objectives of the project. Then, we will face realities on the ground by interviewing customers in France but also by interviewing more than a hundred clients through an online survey. Throughout the study, academic resources will support our developments. And it is following statistical analyzes that we will suggest recommendations to the company for the continuous improvement of their service.