Customer Experience (CX) & Survey Design: Quantifying CX and User Sentiment
Training Provider: SINGAPORE MANAGEMENT UNIVERSITY
Course Reference: TGS-2025054935
S$720
Original: S$2,400
Save S$1,680
About This Course
Ready to unlock the power of customer insights?
Learn how to define, track, and analyse key customer experience metrics with expertly crafted surveys and measurement strategies.
Explore the various types of questionnaires, sampling methods, and research instruments, equipping participants with the skills needed to gather actionable insights.
Participants will also explore metrics like Customer Satisfaction (CSAT) and Customer Effort Score (CES), understanding how to align them with broader business objectives and use feedback to drive actionable results.
What You'll Learn
At the end of this 2-day course, participants will be able to:
• Select appropriate Customer Experience (CX) metrics (Net Promoter Score, Customer Satisfaction Score, Customer Effort Score) aligned with strategic goals
• Design bias-free questionnaires using proven psychometric techniques
• Analyse survey data to identify customer sentiment and prioritise improvements
Implement continuous measurement frameworks to monitor experience over time
• Select appropriate Customer Experience (CX) metrics (Net Promoter Score, Customer Satisfaction Score, Customer Effort Score) aligned with strategic goals
• Design bias-free questionnaires using proven psychometric techniques
• Analyse survey data to identify customer sentiment and prioritise improvements
Implement continuous measurement frameworks to monitor experience over time
Entry Requirements
Nil
Course Details
Back to All Courses
Note: To apply for this course, visit the SkillsFuture website or contact the training provider directly.
More Courses from SINGAPORE MANAGEMENT UNIVERSITY
In today’s rapidly evolving technological landscape, the emphasis on digital transformation is mor...
This certificate programme is designed for non-technical professionals who want to develop data visu...
This programme covers the operational aspects of data protection and information security. It seeks ...