Customer Satisfaction Surveys for IT Service
Prepare, plan and deliver powerful and engaging customer satisfaction surveys that will help you improve service levels.
Who is it for?
This one-day workshop is for everyone involved in the production and delivery of satisfaction surveys for customers of IT support services.
What is it about?
This practical workshop provides the essential information and knowledge you need to create a comprehensive satisfaction survey programme for your customers.
Delegates will be thoroughly introduced to the key dynamics of a customer satisfaction survey (CSS) and will construct a survey by working through all the associated factors; objective and purpose, customer engagement, buy-in and communications, media and delivery vehicles, frequency and timing, size and complexity, distribution and response volumes, question types and answer styles, feedback evaluation, as well as future planning and next steps.
What will I get out of it?
Delegates will gain a thorough insight in to the techniques covering all aspects of CSS ‘dynamics' and the opportunity to practice ‘hands-on' and create a survey.
After the course delegates will be able to:
- Explain the dynamics of a CSS and choose the right reason fordoing one
- Understand how to choose the right customers to be involved
- Gain commitment from customers and set a roadmap
- Identify the correct methodology and media for delivering a CSS
- Choose the appropriate time to run a survey; know how often to repeat it
- Choose the appropriate volume of questions and the right number of people to survey, and know how many responses to expect
- Select the right type of questions to ask and construct questions and response styles
- Perform accurate analysis of customer responses
- Plan for what happens going forward
For more information about the course and what it covers download the course overview here:
Customer Satisfaction Surveys For IT Service
Download SDI's free Customer Satisfaction Surveys Report here.
Course Prices
SDIe corporate members - £445 + VAT
Non-members - £495 + VAT
Course Dates and Venues
We hold the Customer Satisfaction Surveys training course at locations in Orpington, Kent and Birmingham. See the calander below for dates.
2012
|
Start Date |
End Date |
Venue |
|
| 13/03/2012 | 13/03/2012 | Kent | Book Now |
| 02/10/2012 | 02/10/2012 | Kent | Book Now |
If you would prefer to book with our training team directly please contact us on training@sdi-e.com or call +44 (0) 1689 889100.
