Service Analytics

About This Course

Organisations today face challenges in engaging their customers to keep them loyal. It is difficult to come up with products and services that offer customisation to address individual needs and preferences. Hence the need for organisations to shift their business paradigm towards customer centricity. In order to determine if their efforts are successful, organisations pay a lot of attention to the results from their Customer Satisfaction and Net Promoter Score surveys. These results provide ample information to the management to plan immediate actions to improve/maintain their service offerings. In fact, it comes as no surprise that the scores are now included into the Key Performance Indicators (KPIs) of every employee from the CEO to managers to front line staff. Now everyone has the responsibility to improve customer experience and get rewarded for it.