Customer Surveys £325.00 excluding VAT
Learn how to improve your company's performance by "doing best what matters most to customers".
Book this course now
Choose your date and venue from the dropdown
Course Content
Part 1: An introduction
- A definition of customer satisfaction
- Customer satisfaction andcontinual improvement
- An accurate measure
- Asking the right questions
- Depth interviews
- Focus groups
- Exercise: exploratory research
Part 2: A sequential review of the steps you need to carry out a CSM survey
- Sampling
- Sampling options
- Sample size
- Sampling example
- Exercise: sampling and datacollection
- Survey options
- Maximising response rates
- Questionnaire design
- Rating scales
- Exercise: questionnaire design
- Sample questionnaires
The main task now is analysing and reporting the results, so this is the focus of Part 3
- Analysing numerical scales
- Analysing verbal scales
- PFIs (priorities for improvement)
- Customer Satisfaction Index
- Exercise: calculating an index
- Involving employees
- Common survey mistakes
- Linking customer satisfaction tofinancial results
Delegates will receive support after the course including:
- Examples of postal and telephone surveys
- Access to a free AdviceLine - a direct line to professional researchers
Choose this course because: "it's a fantastic introduction to the whole topic of customer satisfaction. After just one day you'll find yourself up-to-speed on how to get reliable data from your customers, interpret it and
above everything, arrive at key actions to make an impact on your business"
This practical "how to do it" training course will explain how to:
- Generate reliable and accurate data on customer satisfaction
- Design your questionnaire to ensure the most accurate responses and thebest response rates
- Make sure your responses reflect a truly representative sample of customers
- Analyse data and communicate results internally for maximum impact
- Introduce the survey to customers formaximum participation
- Provide feedback to customers after thesurvey to demonstrate its value
- Calculate an accurate CustomerSatisfaction Index (CSI) which can beupdated and monitored over time
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