Introduction
Customer satisfaction is more than just a measure—it is the foundation of long-term business success. It signals loyalty, highlights at-risk customers, and serves as a powerful differentiator in competitive markets. Research into customer satisfaction provides valuable insights into how customers perceive their shopping or service experiences, enabling organisations to address pain points and refine their strategies. By analysing these perceptions, businesses can identify what drives loyalty, what causes churn, and how to create experiences that resonate with customers. This program equips participants with the tools and techniques to conduct meaningful customer satisfaction research and translate findings into actionable strategies. By mastering these skills, you will not only be able to improve service delivery but also create lasting customer relationships that fuel sustainable growth.
Program Objective
This program aims to:
● Expose participants to fundamental customer experience and customer satisfaction
● Provide knowledge to conduct customer satisfaction research
● Nurture skills to translate customer satisfaction research data into strategy
Learning Outcome
After completing this training, the participants should be able to:
● Conduct customer satisfaction research
● Create a marketing strategy based on customer satisfaction research data