Customer Surveys: Advanced Techniques £325.00 excluding VAT
Advanced research techniques of relevance to Customer Satisfaction Measurement (CSM)
Book this course now
Choose your date and venue from the dropdown
Course Content
Part 1: Customer satisfaction research is different
- A robust measurement for tracking
- Enough sensitivity to reflect changes
- Measures that lead to improvements
- Implications for scales
Part 2: The headline measure
- Different types of headline measure
- How different measures can affect results
- Overall satisfaction question or composite index
- Methods of weighting
Part 3: The basic CSM model
- A ten minute re-cap
Part 4: Measuring the customer experience
- Satisfaction or service quality
- Controllables or non-controllables
- Givens or differentiators
Part 5: Understanding what's important to customers
- Needs, requirements and expectations
- Direct methods of measuring importance
- Trade-off techniques
Part 6: Statistically derived measures of importance
- Methods for statistically "deriving"importance
- Stated versus derived importance
- Interpreting derived importance measures
- Givens and differentiators
Part 7: Using importance and impact
- Satisfaction drivers, enhancers & maintainers
Part 8: Asymmetry
- Linear data versus asymmetric data
- Implications of non-linearity of customer satisfaction data
- Asymmetry of the causes of satisfaction
Part 9: Sample reliability
- Understanding measures of sample reliability
- Confidence interval & Confidence level
- Standard deviation & Sample size
Part 10: Frequency
- Frequency of survey
- Continuous tracking
Choose this course because:"you already run some form of CSM in your business and you want to develop
or critically assess your existing process. This course takes your CSM skills to the next level."
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 the results
- How to benchmark your customer satisfaction against other organisations
- How to decide the timing and frequency of surveys
The course fee
The total fee is £325 (excl VAT) £373.75 (incl VAT) which covers lunch, refreshments and a comprehensive set of course notes.
Book this course now
Choose your date and venue from the dropdown