Customer Satisfaction Measurement & NPS
Design customer surveys, measure satisfaction and NPS correctly, and turn results into improvement actions.
At a glance
- 2 days
Who it's for
- Customer experience and marketing teams
- Quality managers
- Service managers
Learning objectives
- Design valid customer surveys
- Measure CSAT and NPS correctly
- Analyse results and drivers
- Turn feedback into action plans
Detailed content
- Questions and scales
- Sampling
- Channels
- CSAT, NPS and CES
- Benchmarks
- Pitfalls
- Driver analysis
- Comments coding
- Dashboards
- Closing the loop
- Priorities
- Tracking improvement
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Survey design
- CSAT and NPS
- Analysis
- Action planning
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Customer-journey mapping of one service with pain points
- Role plays: difficult customers and complaint recovery
- Design a service standard and measure it (CSAT/NPS)
- Case studies from Egyptian and Gulf organizations
Tools and templates you keep
- Customer-journey map template
- Complaint-handling flow (LAST/HEARD)
- Mystery-shopping checklist
- Course workbook and slide handouts
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
- COPC CX Standard
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is Customer Satisfaction Measurement & NPS?
The program runs 2 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
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Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.