While transactional metrics are easily measured, quantifying the intangible aspects of customer relationships—such as trust and loyalty—is more challenging. To encourage critical thinking and address this gap, this workshop examines how to measure customer satisfaction, optimise data usage, and select appropriate data sources, taking regulatory and legal implications into account. By understanding these strategies, businesses can cultivate stronger, more sustainable relationships with their customers.
Our workshops can be taken exclusively for your organisation (either virtually or physically) or booked via our scheduled open courses which are available to all members.
Apply the full learning experience into your organisation with tailored case studies and examples (enquire on availability).
Gain insight with diverse perspectives, sharing best practice and networking opportunities.
Book a place today on the following dates:
The workshop will employ a mix of lectures, discussion groups, and scenario analyses to facilitate a deep understanding and practical application of the material. Participants will receive a workshop kit that includes a selection of key presentation slides, a self-assessment tool, and access to online resources for continued learning.
- Understanding what to measure and its importance: Every organisation is different and measures success in different ways. Learn to identify and understand what is important to measure to track success.
- How to measure: Gain insight into the UKCSI, including its purpose, outcomes, and impact, to understand how to measure various customer metrics and grasp their scale.
- The must-have measures: Discover the legal or regulatory metrics that certain organisations must track in their industry and the risks of not tracking them.
- Identifying the desired outcome: When tracking metrics it is important to identify what the organisation’s desired outcome is for the data and the impact they’d like it to have.
- Utilising the measures: When an organisation knows what the desired outcome is for their data they then need to know what to do with the data. Learn to utilise the measures and insights to improve customer service and business performance.
“Useful and enjoyable course, necessary for every organisation. Leo was an excellent trainer.”
“It’s been great taking time out and implementing new service plans.”
“Any organisation wanting to enhance the service they offer and improve customer satisfaction should definitely consider enrolling their staff on this course.”
“I found the sessions informative, well-balanced, and thought-provoking.”
“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”
We use Zoom as our preferred platform.
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.
Our Academy workshops are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.