Measuring Customer Experience Satisfaction


The aim of this workshop is to equip you with the skills and confidence to successfully measure customer satisfaction in your organisation.

Who should attend?

Anyone who wishes to understand and utilise best practice techniques for measuring customer satisfaction


By the end of the workshop you will be able to:

• Identify the range of methodologies for measuring customer satisfaction, when and how they can be used
• Describe the advantages and disadvantages of each technique
• Utilise best practice tools and techniques to measure customer satisfaction
• Develop a communication and reward strategy for presenting the outcomes of customer satisfaction audits
• Use customer satisfaction measurement as a means of identifying and implementing service improvements

Course Overview:

• The range of methodologies for measuring customer satisfaction
• What and when to measure
• Quantitative techniques, the pros and cons
• Qualitative techniques, the advantges and disadvantages
• Best practice tools and techniques
• Developing a communication and reward strategy for presenting results
• Service improvement plans
• Action planning

Style of the Course:

The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice.

Course Length:

One day Workshop 09.00 to 17.00 with an hour for lunch.

We can run this course for you in-company at favourable rates for 4 or more people. Please contact us on 01628 526535 or email us.

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