In-house trainingMeasuring Customer Experience

Measuring Customer Experience: Turn CSAT and NPS into Action

Participants learn to choose the right measure, read scores together with comments, and turn feedback into specific fixes the team can act on. They leave with a one-page feedback plan covering what to measure, who owns each fix and how to close the loop.

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Measuring Customer Experience course cover
Key Outcomes
Choose the right measure for the question
e.g., CSAT after a transaction, effort after a support contact, NPS for the overall relationship
Read scores with the comments
e.g., group 50 comments into five themes and find the top one
Turn insight into specific fixes
e.g., "waiting for callback" becomes "callback within two hours, owned by the team leader"
Close the loop with customers and the team
e.g., call back detractors within 48 hours, share one fix a month with the team

Why teams need this

Dashboards show a score, but nobody knows what to change. Surveys get few responses, and results are reported monthly and filed away. Scores can also mislead: in the HBR study, 20% of "satisfied" customers intended to leave and 28% of "dissatisfied" customers intended to stay.

Customer Effort Score
From the HBR study, it asks "How much effort did you personally have to put forth to handle your request?" on a 1–5 scale. 94% of low-effort customers expressed an intention to repurchase.
Scores are prompts, not verdicts
Keiningham and colleagues (Journal of Marketing, 2007) found NPS "is not always a clear winner" against satisfaction. Across five Norwegian industries, its correlation ranged from strong (security systems, r = .86) to negative (retail gasoline, r = -.45). Participants use scores to ask better questions.
Group work and role-play
Teams analyse a set of anonymised comments and build a fix list ranked by impact. Then they role-play a callback to a detractor, then a briefing to a manager who says "the scores are fine, why change anything?"

Exercises use your survey tools, scores and customer comments.

HRDC/HRDF training that builds confidence and drives growth.

Tell us what your team is facing. We will come back with a plan built around it.

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