This one-day workshop is for everyone involved in the production and delivery of satisfaction surveys for customers of IT support services.Customer Satisfaction Surveys


“Probably the best course I’ve been on in a long time. I know exactly what we need to do as an organisation to make the best of customer satisfaction surveys”

Customer Satisfaction Survey course overview

  • Objectives and purpose – understand the reasons for performing a CSS and explore the variety of surveys available.
  • Customer engagement – explore the importance of selecting the right individuals to be involved in the survey and ensure customers are aware of your intentions.
  • Buy-in and communications – examine the methods for establishing customer commitment in the execution of a CSS, and the significance of this upfront activity.
  • Media and delivery vehicles – review the options available for conducting a CSS and understand which vehicle to use and when.
  • Frequency and timing – explore when and how often a CSS should be carried out.
  • Size and complexity – understand the importance of the volume of questions and the depth of complexity required
  • Distribution and response volumes – understand how to select an appropriate number of customers to survey and review the industry standards for expected response rates.
  • Question types and answer styles – learn how to construct the body of the CSS with the most appropriate type of questions to ensure the required style of responses.

To book please contact a member of our training team on +44 (0)1689 889100 or book online.

Who should attend

  • This one-day workshop is for everyone involved in the production and delivery of satisfaction surveys for customers of IT support services.

What will you gain through the course

  • A thorough insight in to the techniques covering all aspects of CSS ‘dynamics’ and the opportunity to practice ‘hands-on’ and create a survey.
  • Explain the dynamics of a CSS and choose the right reason for conducting one.
  • Understand how to choose the right customers to be involved.
  • Gain commitment from customers and set a roadmap.
  • Identify the correct methodology and media for delivering a CSS.
  • Choose the appropriate point in time to run a survey, and know how often to repeat it.
  • Choose the appropriate volume of questions and the right number of people to survey, and know how many responses to expect.
  • Select the right type of questions to ask and construct questions and response styles.
  • Perform accurate analysis of customer responses.
  • Plan for what happens going forward.

Our Trainers

  • SDI courses are delivered by experienced trainers who combine service desk knowledge and real world experience with the latest learning techniques. That’s why we are the choice of so many of the UK and Europe’s most successful service desks.

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