Analysing & Reporting Customer Satisfaction Data
This course is packed with practical advice and ideas for analysing CSM surveys and presenting results in the clearest possible way.
Choose this course because: “Excel can make analysing customer survey results really easy – but only if you know how! You’ll be amazed at how many hints and tips you pick up on this practical and informative day.”
View course content (click here)
Delegates will work on their own laptops and will learn how to:
- Use Excel to analyse real customer satisfaction survey results
- Calculate a headline Satisfaction Index for benchmarking and tracking
- Calculate mean scores, standard deviations, satisfaction gaps and confidence intervals
- Produce clear, accurate and attractive charts
- Use simple techniques for highlighting key findings to senior management
- Discover what options there are for survey analysis software
- Use techniques and templates to save time back in the office
Course Content:
Part 1: An approach to reporting
- Principles and examples of good reporting practice
- What to avoid
- Clarity of communication
- What ground do we need to cover?
Part 2: Reporting the sample
- Frequency analysis
- Comparisons with the population
- Charting categorical data
Part 3: Reporting on what customers said
- Descriptive analysis - means and standard deviations
- Charting mean scores
- Clarifying communication
- Calculating a Satisfaction Index for each respondent
Part 4: Dealing with uncertainty
- Internal benchmarking and tracking
- Testing for real differences
- Dealing with survey error
- Confidence intervals/margin of error
- Charting margins of error
Part 5: Moving towards action
- Calculating satisfaction gaps
- Choosing priorities for improvement
- Linking reporting to action
- Setting realistic targets for improvement
Part 6: Conclusions
- Software alternatives to Excel for analysis
- Recap key messages of the Customer Satisfaction Measurement survey report:
- Focus on key outcomes
- Communicate clearly and effectively
- Deal with potential challenges to the methodology
- Pick the right priorities for improvement
- Set realistic targets
Delegates will receive support after the course including:
- Examples of postal and telephone surveys
- Access to free AdviceLine staffed by professional researchers
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View course content (click here)
Delegates will work on their own laptops and will learn how to:
- Use Excel to analyse real customer satisfaction survey results
- Calculate a headline Satisfaction Index for benchmarking and tracking
- Calculate mean scores, standard deviations, satisfaction gaps and confidence intervals
- Produce clear, accurate and attractive charts
- Use simple techniques for highlighting key findings to senior management
- Discover what options there are for survey analysis software
- Use techniques and templates to save time back in the office
Course Content:
Part 1: An approach to reporting
- Principles and examples of good reporting practice
- What to avoid
- Clarity of communication
- What ground do we need to cover?
Part 2: Reporting the sample
- Frequency analysis
- Comparisons with the population
- Charting categorical data
Part 3: Reporting on what customers said
- Descriptive analysis - means and standard deviations
- Charting mean scores
- Clarifying communication
- Calculating a Satisfaction Index for each respondent
Part 4: Dealing with uncertainty
- Internal benchmarking and tracking
- Testing for real differences
- Dealing with survey error
- Confidence intervals/margin of error
- Charting margins of error
Part 5: Moving towards action
- Calculating satisfaction gaps
- Choosing priorities for improvement
- Linking reporting to action
- Setting realistic targets for improvement
Part 6: Conclusions
- Software alternatives to Excel for analysis
- Recap key messages of the Customer Satisfaction Measurement survey report:
- Focus on key outcomes
- Communicate clearly and effectively
- Deal with potential challenges to the methodology
- Pick the right priorities for improvement
- Set realistic targets
Delegates will receive support after the course including:
- Examples of postal and telephone surveys
- Access to free AdviceLine staffed by professional researchers
Back to top
Book this course now
Book this course now
"Very interesting. I learned a lot that I can now confidently put into practise."
Jennie Stickland - Desktop Support & Development Unit Manager Dudley MBC