Customer Surveys
One day training course
Learn how to improve your company's performance by "doing best what matters most to customers".
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 for maximum participation
- Provide feedback to customers after thesurvey to demonstrate its value
- Calculate an accurate Customer Satisfaction Index (CSI) which can be updated and monitored over time
Course Content
Part 1: An introduction
- A definition of customer satisfaction
- Customer satisfaction and continual 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 data collection
- 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
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 for maximum participation
- Provide feedback to customers after thesurvey to demonstrate its value
- Calculate an accurate Customer Satisfaction Index (CSI) which can be updated and monitored over time
Course Content
Part 1: An introduction
- A definition of customer satisfaction
- Customer satisfaction and continual 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 data collection
- 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
Book this course now
Book this course now
"Excellent seminar, with much useful guidance on how to establish CSM within our company. One of the best seminars I have ever attended."
John Taylor, Quality Manager, Acterna
"Very good and extremely informative, just what was needed. I finally have enough information to establish a mechanism for measuring customer satisfaction."
William McCafferty, Safety & Quality Manager, Nikon Precision Europe
"Thoroughly enjoyed the opportunity of learning how to conduct a Customer Satisfaction survey and what needs to be taken into consideration."
Jane Moseley, Customer Support Consultant, Britvic Soft Drinks