Analysing & Reporting Customer Satisfaction Data £1,350.00 excluding VAT
Working on laptops you will analyse real data using Excel - powerful analysis software but only if you know how to get the best out of it. You will take away all the formulae, macros, user-defined charts etc to use back at work and if you use other software such as SPSS or SNAP, guidance on how to transfer data from Excel
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This practical "how to do it" course will:
- Show you how to analyse your results in house - saving you hours of time
- Give you the opportunity for analyse and present real CSM data
Course Content
Part 1: Getting your key messages across
- Principles and examples of good reporting
- Clarity of communication
Part 2: Reporting who took part
- Analysis and charting
- Demonstrating a representative sample
Part 3: Reporting results
- Interval and categorical data
- Means and standard deviations
- Producing impactful charts
- Calculating an Index for each respondent
- Calculating an Index for the company
Part 4: Survey reliability
- Confidence intervals and confidence levels
- Calculating and charting margin of error
- Testing for real (significant) differences
- Reliability for tracking and sub-groups
Part 5: Recommendations for action
- Calculating satisfaction gaps
- Priorities for improvement (PFIs)
- Setting targets
Part 6: Software
- Alternatives to Excel
- A comparison of different software
Delegates will receive support after the course by way of access to a free AdviceLine - a direct line to professional researchers
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