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Table of Contents
Table of Contents
Turn scattered customer opinions into a disciplined measurement system that predicts churn, guides product decisions, and proves the value of customer experience investment to leadership.
What You Will Learn
- 1 Learn the theory and history behind Net Promoter Score and its role in customer experience management
- 2 Understand survey design principles that produce reliable and unbiased feedback data
- 3 Apply segmentation and sampling methods to collect representative customer feedback
- 4 Analyze NPS data using statistical concepts like margin of error and statistical significance
- 5 Build closed-loop feedback systems that route customer responses to the right teams
- 6 Develop dashboards and reporting cadences that keep NPS visible to stakeholders
- 7 Explore complementary metrics like CSAT and Customer Effort Score alongside NPS
- 8 Create root-cause analysis frameworks that connect detractor feedback to operational fixes
- 9 Implement NPS programs across B2B and B2C contexts with appropriate customization
- 10 Develop organizational buy-in and governance structures that sustain long-term feedback programs
What's Included
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Customer Feedback and NPS Tracking