Customer Satisfaction Measurement

Customer Satisfaction Measurement

A practical half day course which outlines to delegates the techniques and processes used to evaluate customer satisfaction.

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To demonstrate to delegates how to analyse data and use the results for maximum impact.


Delegates should be able to set up customer satisfaction measurement within their own company.


● Welcome and Introduction
● Aims and Objectives
● Identifying Customer Priorities
● Sampling
● Survey Options
● Maximising Response Rates
● Questionnaire Design
● Introduction to: The Survey to Customers
● Analysis of Surveys
● Feedback to Customers
● Course Review and Assessment


This course involves exercises, group input and discussions and will require all delegates to undertake an active part.