Course Overview

This course provides participants with the tools and techniques to measure, analyze, and improve customer satisfaction (CSAT) and Net Promoter Score (NPS). It blends customer experience theory with practical application, covering survey design, feedback collection, and statistical analysis. Participants will learn how to use tools such as Excel, Power BI, Google Forms, and AI-powered analytics platforms to gather insights and translate them into actionable improvements for service and business growth.

Course Duration

5 Days

Target Audience

• Customer Experience (CX) Managers

• Marketing & Insights Professionals

• Contact Center Leaders

• Product & Service Managers

• Business Analysts

Personal Impact

• Gain confidence in designing and executing customer satisfaction surveys.

• Learn how to calculate and interpret NPS and CSAT effectively.

• Strengthen ability to analyze feedback using Excel and Power BI.

• Improve decision-making through evidence-based customer insights.

• Build expertise in presenting results to leadership teams.

Organizational Impact

• Improved understanding of customer loyalty and satisfaction drivers.

• Data-driven decision-making for service and product improvements.

• Enhanced retention through effective use of NPS and CSAT insights.

• Better alignment of organizational strategy with customer expectations.

• Increased competitive advantage through customer-centric metrics.