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Support critical thinking through customer metrics

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.   

   

Practical & interactive session
Individual/group feedback
Networking opportunities
Useful tips and insights
Delivered by an Institute expert
Finish with a certificate of attendance
Exclusively for your organisation

Apply the full learning experience into your organisation with tailored case studies and examples (enquire on availability).   

Our scheduled open courses

Gain insight with diverse perspectives, sharing best practice and networking opportunities.   

Book a place today on the following dates:

28/04/2025
29/09/2025

Delivery:

Online or in-person

Level:

Workshop

Duration:

Half day to 1 day

Classroom size:

Up to 14 people 

Audience:

Managers, Team Leaders, HODs 

Cost:

Open workshops: £250pp, in-house delivery: £320pp

Course objectives
Learn the importance of measuring metrics and what to measure.
Understand the UK Customer Satisfaction Index (UKCSI) and its purpose, impact, and outcomes.
Build knowledge of the must-have measures – legal or regulatory.
Utilise metrics to gain greater insight and make improvements to your customer service and business performance.

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. 

Who should attend?

Customer Service Managers

Customer Service Executives

Members who have undertaken our Academy training include:
Course content
  • 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.
Feedback from our members
“5 star, would definitely benefit the rest of the company that may lack in some areas of customer service.”

Home - Coastline Housing

“Useful and enjoyable course, necessary for every organisation. Leo was an excellent trainer.

Scottish Water - Wikipedia

 “It’s been great taking time out and implementing new service plans. 

About Us | Persimmon Homes

 “Any organisation wanting to enhance the service they offer and improve customer satisfaction should definitely consider enrolling their staff on this course.”

SBHG Home | Website

 “I found the sessions informative, well-balanced, and thought-provoking.”

Sky Broadband review: High cost, poor performance | Expert Reviews

 “Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”

Frequently asked questions

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. 

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