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Quest Training

Customer Satisfaction Measurement & Improvement Training Course

Develops the skills to measure customer satisfaction reliably, interpret feedback and turn the findings into targeted, practical service improvements.

QMC · Quality Management & Continuous ImprovementAll Levels#2937ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Quality Management & Operational ExcellenceCategories:Quality Management & Continuous Improvement

Course Overview

This course develops the practical skills required to measure customer satisfaction, interpret customer feedback, and translate findings into targeted service improvements. Participants learn how to identify customer expectations, assess service quality, and establish reliable measurement processes that support customer retention, service consistency, and organizational performance. The programme covers customer satisfaction surveys, feedback channels, key performance indicators, customer satisfaction score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). It also examines data collection methods, response analysis, complaint trends, service gaps, and the use of customer insights to identify improvement priorities across customer-facing functions. Through practical exercises and real-world scenarios, participants learn to design effective measurement tools, analyze customer feedback, identify root causes of dissatisfaction, and develop actionable improvement plans. Emphasis is placed on evidence-based decision-making, service recovery, cross-functional accountability, and continuous monitoring to ensure that customer satisfaction initiatives deliver measurable results.

Learning Objectives

  • Explain the principles and business value of customer satisfaction measurement.
  • Identify customer expectations and translate them into measurable service standards.
  • Design effective customer satisfaction surveys and feedback mechanisms.
  • Apply CSAT, NPS, and CES to evaluate different aspects of the customer experience.
  • Select relevant indicators to monitor customer satisfaction and service quality.
  • Analyze customer feedback to identify recurring issues and service gaps.
  • Apply root cause analysis to investigate dissatisfaction and complaints.
  • Develop targeted improvement initiatives based on customer insights.
  • Establish processes for complaint resolution, service recovery, and follow-up.
  • Build a structured framework for monitoring satisfaction trends and sustaining service improvements.

Who Should Attend

Customer experience (CX) and customer satisfaction managers. Customer service and contact center managers. Quality assurance and service quality professionals. Sales and account management teams. Marketing and customer insights specialists. Branch managers and frontline service supervisors. Complaint management and customer relations officers. Business excellence and continuous improvement professionals. Operations managers responsible for service delivery. Professionals in government entities, financial institutions, telecommunications, healthcare, hospitality, retail, and other customer-facing organizations.

Learning Outcomes

  • Identify key customer expectations and service quality requirements.
  • Design structured surveys and feedback collection methods.
  • Calculate and interpret CSAT, NPS, and CES measures.
  • Select appropriate satisfaction indicators and performance targets.
  • Analyze quantitative and qualitative feedback to identify patterns and trends.
  • Segment customer feedback to understand differing needs and experiences.
  • Identify root causes of dissatisfaction and recurring service failures.
  • Develop improvement actions with clear owners, timelines, and success measures.
  • Apply service recovery techniques and monitor complaint resolution.
  • Prepare customer satisfaction reports and improvement plans supported by reliable data.

Course Outline

Day 1

Foundations of Customer Satisfaction Measurement

  • Customer satisfaction concepts and their relationship to loyalty and retention.
  • Understanding customer expectations, needs, and perceived service quality.
  • Customer journeys and key interaction points that influence satisfaction.
  • Identifying moments of truth and common sources of dissatisfaction.
  • Establishing customer service standards and measurement objectives.
  • Linking satisfaction measurement to organizational priorities and service performance.
  • Practical Exercise: Map a customer journey, identify critical interaction points, and define the satisfaction measures needed to evaluate the experience.
Day 2

Survey Design, Feedback Channels, and Measurement Indicators

  • Designing clear, unbiased, and relevant customer satisfaction surveys.
  • Selecting appropriate survey formats, rating scales, and question types.
  • Choosing feedback channels, including email, web, mobile, telephone, and in-person methods.
  • Understanding CSAT, NPS, and CES: purposes, calculations, and applications.
  • Determining sampling approaches, survey timing, and response collection methods.
  • Addressing response bias, low participation, data quality, and confidentiality.
  • Practical Exercise: Design a customer feedback survey and select appropriate measurement indicators for a specific service or customer journey.
Day 3

Customer Feedback Analysis and Root Cause Identification

  • Organizing and validating quantitative and qualitative customer feedback.
  • Calculating and interpreting satisfaction scores and performance trends.
  • Analyzing comments, complaints, and recurring customer concerns.
  • Segmenting results by customer type, channel, location, or service category.
  • Applying Pareto analysis, the 5 Whys, and cause-and-effect analysis.
  • Distinguishing isolated incidents from systemic service problems.
  • Practical Exercise: Analyze a sample customer feedback dataset, identify key dissatisfaction drivers, and prioritize issues requiring corrective action.
Day 4

Customer Satisfaction Improvement and Service Recovery

  • Translating feedback findings into specific improvement initiatives.
  • Prioritizing actions according to customer impact, feasibility, cost, and risk.
  • Developing action plans with responsibilities, deadlines, and success criteria.
  • Handling complaints and managing service recovery effectively.
  • Improving response times, communication, accessibility, and service consistency.
  • Coordinating corrective actions across customer service, operations, and support teams.
  • Practical Exercise: Develop an improvement and service recovery plan for a recurring customer complaint, including root causes, assigned actions, and measurable outcomes.
Day 5

Performance Monitoring and Continuous Improvement

  • Establishing customer satisfaction dashboards and reporting routines.
  • Monitoring CSAT, NPS, CES, complaint rates, and resolution performance.
  • Comparing results against targets, baselines, and previous reporting periods.
  • Evaluating the impact of implemented improvements on customer experience.
  • Establishing ownership and accountability for satisfaction performance.
  • Integrating customer feedback into ongoing quality management and continuous improvement.
  • Practical Exercise: Prepare a customer satisfaction performance report and a 90-day improvement roadmap with targets, action owners, monitoring intervals, and evaluation criteria.

Upcoming Dates

Selected date

Amman · 22 – 26 Nov 2026 · Classroom

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ParisScheduled
2 – 6 Nov 2026€5,700—
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SingaporeScheduled
9 – 13 Nov 2026€6,700—
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AbujaScheduled
16 – 20 Nov 2026€5,100—
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AccraScheduled
16 – 20 Nov 2026€5,100—
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AmmanScheduled
22 – 26 Nov 2026€3,100€2,790until 2 Nov
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AmsterdamScheduled
30 Nov – 4 Dec 2026€5,400€4,860until 9 Nov
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BakuScheduled
30 Nov – 4 Dec 2026€4,800€4,320until 9 Nov
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BarcelonaScheduled
7 – 11 Dec 2026€5,400€4,860until 16 Nov
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BeirutScheduled
13 – 17 Dec 2026€4,000€3,600until 23 Nov
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CairoScheduled
20 – 24 Dec 2026€3,300€2,970until 30 Nov
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Cape TownScheduled
21 – 25 Dec 2026€5,100€4,590until 30 Nov
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CasablancaScheduled
28 Dec 2026 – 1 Jan 2027€4,300€3,870until 7 Dec
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DammamScheduled
3 – 7 Jan 2027€4,200€3,780until 14 Dec
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DohaScheduled
3 – 7 Jan 2027€4,400€3,960until 14 Dec
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DubaiScheduled
10 – 14 Jan 2027€4,400€3,960until 21 Dec
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ErbilScheduled
17 – 21 Jan 2027€3,100€2,790until 28 Dec
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GenevaScheduled
18 – 22 Jan 2027€6,300€5,670until 28 Dec
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IstanbulScheduled
25 – 29 Jan 2027€4,700€4,230until 4 Jan
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JeddahScheduled
31 Jan – 4 Feb 2027€4,200€3,780until 11 Jan
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KigaliScheduled
1 – 5 Feb 2027€5,100€4,590until 11 Jan
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Kuala LumpurScheduled
8 – 12 Feb 2027€4,400€3,960until 18 Jan
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LisbonScheduled
15 – 19 Feb 2027€5,400€4,860until 25 Jan
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LondonScheduled
15 – 19 Feb 2027€5,600€5,040until 25 Jan
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MadinahScheduled
22 – 26 Feb 2027€4,200€3,780until 1 Feb
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MadridScheduled
1 – 5 Mar 2027€5,400€4,860until 8 Feb
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ManamaScheduled
8 – 12 Mar 2027€4,700€4,230until 15 Feb
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MakkahScheduled
8 – 12 Mar 2027€4,200€3,780until 15 Feb
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MarbellaScheduled
15 – 19 Mar 2027€5,400€4,860until 22 Feb
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OnlineScheduled
21 – 25 Mar 2027€1,700€1,530until 1 Mar
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MuscatScheduled
22 – 26 Mar 2027€5,300€4,770until 1 Mar
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Available in: Istanbul · Dubai · London · Doha · Amsterdam

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