Quality & Operational Excellence

Customer Satisfaction Measurement

Measuring customer satisfaction accurately is the foundation for improving products and services. This course covers satisfaction measurement: defining what to measure, survey methods, NPS, CSAT and CES, sampling, analysis of drivers, closing the loop with customers and linking satisfaction to business results.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

Many satisfaction surveys produce numbers but no action. You will learn to measure in ways that drive real improvement.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Survey design exercises, driver analysis practice, case studies and action planning.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Define customer satisfaction measures
Choose suitable survey methods
Apply NPS, CSAT and CES correctly
Analyse drivers of satisfaction
Close the loop with customers
Link satisfaction to business outcomes

Target audience

Who should attend.

This course is suitable for:

Quality and customer experience managers
Marketing and research staff
Service managers
Contact centre managers
Business analysts

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Measurement design
Survey methods
Driver analysis
Closing the loop
Business linkage

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Measuring Satisfaction

09:00–10:08Why measure
10:08–11:00Metrics overview
11:00–11:30Coffee break
11:30–11:45Metrics overview (continued)
11:45–12:53Pitfalls
12:53–14:00Exercise

Day 2Methods

09:00–10:08Survey channels
10:08–11:00Timing
11:00–11:30Coffee break
11:30–11:45Timing (continued)
11:45–12:53Sampling
12:53–14:00Workshop

Day 3Metrics

09:00–10:08NPS
10:08–11:00CSAT
11:00–11:30Coffee break
11:30–11:45CSAT (continued)
11:45–12:53Customer effort score
12:53–14:00Exercise

Day 4Analysis

09:00–10:08Driver analysis
10:08–11:00Text feedback
11:00–11:30Coffee break
11:30–11:45Text feedback (continued)
11:45–12:53Segmentation
12:53–14:00Case study

Day 5Action

09:00–10:08Closing the loop
10:08–11:00Improvement plans
11:00–11:30Coffee break
11:30–11:45Improvement plans (continued)
11:45–12:53Business results
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon certificate of attendance. Smart Horizon programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

Keep exploring

Your next horizon awaits.

All courses

The full course agenda and dates are available above. Use the session links in Dates & venues to choose a session. Registration and quotation forms require JavaScript; you can also contact our learning team directly.