Customer Satisfaction: Analysis and Implementation

Course Objectives:

NOTE: You must have a WebJunction Skillsoft Learning account to access this course. Instructions for setting up an account are in the yellow box on the right side of the Voluntary Certification Homepage.

Click on the link above and enter your learning account login and password. Follow the path below to find the course.

Catalog > Customer Service > Customer Satisfaction: Analysis and Implementation

What you get out of a well-designed customer satisfaction survey will depend largely on the power of the analytical tools you apply to the data and the effectiveness of actions taken based on the resulting information. Although the analysis itself is best conducted by your statistical team, you'll be able to use survey results more effectively if you understand how key analytical tools are applied.

In this course, you'll examine how to transform data into information that can be acted on. You'll learn the tools of basic statistical analysis as well as those that show relationships and allow you to plan improvements.

Equally important, you'll find out how to move from understanding your customer satisfaction situation to implementing improvements to increase satisfaction.

Duration 2.5 Hours