NEVADA | PROFESSIONAL EXPERIENCE

Program Professional Framework

Measuring and Managing Customer Satisfaction

Program Overview

Customer satisfaction data only creates value when it changes decisions. This programme covers how to design satisfaction measurement across the customer journey, choose between CSAT, NPS and Customer Effort Score, build sound surveys and sampling plans, and link results to complaints, operational data and service standards. Participants learn to analyse the drivers of satisfaction, close the loop with dissatisfied customers and present findings that leaders act on, with reference to the government service rating programmes and customer charters used across the GCC.

Learning Outcomes

✓Design a satisfaction measurement framework that maps CSAT, NPS and Customer Effort Score to specific journey touchpoints.
✓Build a survey questionnaire and sampling plan that controls response bias and delivers statistically usable sample sizes.
✓Analyse survey and complaint data to identify the key drivers of satisfaction using importance-performance analysis.
✓Set up a closed-loop process that contacts dissatisfied customers within defined timeframes and records root causes and fixes.
✓Produce a satisfaction dashboard with targets, trends and segment breakdowns for monthly management review.

Target Audience

Customer experience and customer happiness managers
Service quality and excellence officers
Contact centre and complaints management supervisors
Market research and customer insights analysts

Detailed Program Modules

01Foundations of Satisfaction Measurement

Expectations, perceived quality and the disconfirmation model
Satisfaction, loyalty and advocacy as distinct outcomes
Linking measurement to service charters and standards

02Choosing the Right Metrics

CSAT, NPS and Customer Effort Score: uses and limits
Transactional versus relationship measurement
Combining survey metrics with operational KPIs

03Survey Design and Data Collection

Question wording, rating scales and survey length
Sampling, response rates and non-response bias
Channels: SMS, email, kiosks, apps and mystery shopping

04Analysing Satisfaction Data

Segmentation by customer type, channel and journey stage
Driver analysis and importance-performance matrices
Text analytics on verbatim comments and complaints

05Closing the Loop and Service Recovery

Inner-loop follow-up with dissatisfied customers
Outer-loop root cause analysis and process fixes
Tracking recovery outcomes and repeat contacts

06Reporting and Managing Performance

Satisfaction dashboards and target setting
Presenting findings to leadership and front-line teams
Alignment with government service rating and excellence programmes in the GCC

Training Methodology

Interactive expert-led sessions grounded in workplace examples

Case studies and practical exercises drawn from the region

Group workshops with peer review of decisions and deliverables

Formative feedback against clear performance criteria

Applied Project & Assessment

Applied Project

Participants design a satisfaction measurement plan for one service journey in their organisation or a provided case: selected metrics per touchpoint, a draft survey, a sampling plan, a driver analysis on sample data and a closed-loop recovery process with response times.

Assessment

Short diagnostic at the start, practical tasks linked to each learning outcome, and evaluation of the applied project against published criteria.

University Certificate & International Accreditation

Professional Certificate accredited by City University Malaysia in Measuring and Managing Customer Satisfaction

International accreditation: Global Leadership Organization (GLO)