Course Modules

Module 1: Introduction to NPS & CSAT

• Understanding customer loyalty and satisfaction metrics
• Differences between NPS, CSAT, and CES
• Importance of measuring and tracking CX
• Common pitfalls in metric collection
• Case Study: Implementing NPS surveys in a retail bank

Module 2: Designing Feedback Surveys

• Crafting effective survey questions
• Choosing survey delivery methods
• Collecting and segmenting feedback data
• Best practices for improving response rates
• Case Study: Survey design for an online subscription service

Module 3: Analyzing Customer Satisfaction Data

• Data cleaning and preparation techniques
• Calculating and interpreting NPS and CSAT scores
• Using segmentation to gain deeper insights
• Identifying trends and patterns in feedback
• Case Study: Customer satisfaction analysis in a hospitality company

Module 4: Actionable Insights from NPS & CSAT

• Prioritizing areas for improvement
• Linking feedback to operational changes
• Designing interventions for customer retention
• Communicating insights across teams
• Case Study: Turning NPS insights into action for a telecom provider

Module 5: Advanced Analytics and Reporting

• Visualizing NPS and CSAT metrics
• Benchmarking against industry standards
• Monitoring progress over time
• Continuous improvement through metrics-driven strategy
• Case Study: Reporting and tracking customer satisfaction in an airline