Training Measurement and Evaluation of Customer Satisfaction

Training dalam bahasa indonesia ⇒ Measuring Customer Satisfaction & Evaluation

Description

Measuring and evaluating customer satisfaction is a critical component for any organization seeking long-term success. In an increasingly competitive business environment, understanding what customers want and need can be key to differentiating yourself from the competition. This training is designed to provide an in-depth understanding of the various methods and tools that can be used to measure customer satisfaction.

Through this course, participants will learn how to design and implement effective customer satisfaction surveys, analyze the data obtained, and use the evaluation results to improve the quality of products and services. With a data-driven approach, participants will be equipped with the skills needed to make informed decisions in improving the customer experience.

 

Training Objectives

1. Understand the basic concepts of measuring and evaluating customer satisfaction.
2. Be able to design effective customer satisfaction surveys.
3. Master data analysis techniques to understand customer feedback.
4. Be able to make recommendations for service improvement based on evaluation.

 

Course Content

1. Basic Concept of Customer Satisfaction and Loyalty

• • Definition and importance of customer satisfaction.
  • Relationship between customer satisfaction and loyalty.

2. Identifying Customers and Their Points of Interaction
3. Dimensions of Product and Service Satisfaction
4. Gap Analysis, Cycle of Service and Effectiveness of Complaint Handling
5. Customer Satisfaction Measurement Methods

• • Surveys and questionnaires.
  • Interviews and focus groups.

6. Designing Questionnaires and Testing Them
7. Sampling: Types and Sizes
8. Data Analysis Techniques

• • Use of statistical analysis software.
  • Interpretation of feedback and metrics.

9. Implementing Evaluation Results

• • Recommendations for improvement based on analysis.
  • Strategy for communicating results to stakeholders.

10. Obstacles and Solutions that often occur in Implementation
11. Case Studies and Discussions

• • Analyzing case studies of successful companies.
  • Group discussions to apply theory to practice.

 

Benefits of Training

• • Increase understanding of customer satisfaction and its impact on business.
  • Equip participants with tools and techniques to measure satisfaction.
  • Develop analytical skills to make data-driven decisions.
  • Drive continuous improvement in products and services.

 

Participants

Government employees, customer service managers, marketing teams, and staff involved in managing the customer experience.

Place

• • Ibis Style Hotel Yogyakarta
  • Gino Feruci Hotel Bandung
  • Sofyan Betawi Menteng Hotel Jakarta
  • Harris Seminyak Hotel Bali
  • In House Training*
  • e-Learning*

 

The Facility
Hard Copy Material, USB Flash disk, Training Kits, Coffee Break & Lunch, Certificate, Souvenir

*For more information please contact Customer Service
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