Customer Surveys – Advanced Techniques
What you will learn
- The unique characteristics of CSM that make it different from most types of market research
- How to demonstrate the robustness of the process and the statistical accuracy of tracking measures
- How to judge the suitability of the questions you ask
- The options for understanding what’s important to customers, how they differ and how to interpret results
- How to benchmark your customer satisfaction against other organisations
- How to use CSM to add insight to critical incidents such as complaint handling
- How to decide survey timing and frequency
The course:
- Customer satisfaction measurement
- How customer satisfaction differs
- Measuring importance
- Sample reliability - how to specify the accuracy of your results
- How many questions?
- Complaints and problems
- Benchmarking
- Timing and frequency
Who should attend?
- Delegates from the Customer Satisfaction Measurement course who want to learn how to move beyond the basic methodology
- Experienced customer satisfaction practitioners who want to gather ideas to enhance their own process
Next steps...
