Tools & Techniques of Conducting Customer Satisfaction Surveys - Step by step guide, the secrets and best practices of customer satisfaction survey

Expected Learning Outcome:

• Understand the importance of customer loyalty and satisfaction
• How does customer satisfaction survey fits into marketing decision?
• How to conduct customer satisfaction research?
• How to sample from a customer’s database?
• How to do key driver analysis and prioritise areas for improvement?
• How to present customer satisfaction surveys with an impact?
• How to set results findings and set as KPIs?

Who should attend?
Market Researchers, Marketing Department, Customer Service/Relation Department

Duration of Course – 1 Day

Detail Course Outline

Day 1

• Understanding customer retention
• Understanding customer purchase cycles and how it fits into a client’s marketing plan
• Why it is important to identify the perception gap between a client and its customers?
• Understanding research background and research objectives
• Importance of qualitative research in customer satisfaction surveys and how to conduct the qualitative research
• Step by step guide to construct a quantitative research
• Selecting an appropriate data collection method for customer satisfaction surveys
• How to analyse and present customer satisfaction surveys with an impact?
• Why setting KPIs are important in customer retention and how to do so?
• How to write a proposal on customer satisfaction research and write an effective research brief?

For more information, contact info@ao2consulting.com