Customer Experience
Voice of the Customer Analytics
Designing measurement instruments, analysing quantitative and text data, and turning both into improvement decisions.
Advanced3 days18 training hours5-16 participants
All training programmes are accredited by the Sharjah Private Education Authority.
Programme objectives
- Design a valid, reliable survey that avoids leading questions
- Choose a sample size and method that represents the population
- Analyse CSAT, NPS and customer effort, and interpret differences
- Extract patterns from open-text feedback
Detailed agenda
1
Day 1
Designing measurement
- What we measure and why
- Question wording and avoiding bias
- Validity and reliability
- Sampling and sample size
2
Day 2
Quantitative analysis
- Calculating and interpreting CSAT, NPS and effort
- Slicing by segment and channel
- When a difference is real
- Trend analysis over time
3
Day 3
From analysis to decision
- Coding and analysing open-text feedback
- Linking findings to journey stages
- Building evidence-backed recommendations
- Presenting to leadership
Competencies developed
- Instrument design
- Statistical analysis
- Text analysis
- Presenting findings to leadership
What participants take away
- A ready survey question bank
- A sample size calculator
- A voice-of-customer report template
- A company-issued certificate of attendance
Prerequisites
Basic spreadsheet skills and familiarity with descriptive statistics.
How it is assessed
Analysing a real dataset and presenting a findings report with three evidence-backed recommendations.
Related programmes
Practitioner
Customer Journey Design
Map the real customer journey, quantify the pain points, and design a better experience.
2 days699 AEDPractitionerService Excellence & the Star Rating System
The Global Star Rating System criteria and hands-on preparation for the assessment visit.
3 days699 AEDFoundationComplaint Handling & Service Recovery
Turning a complaint from a burden into an improvement source, plus the skills to recover an angry customer.
2 days399 AED