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Net Promoter Score and Customer Experience Measurement

Organisations increasingly want a number that tells them whether customers are happy, but a score means nothing without action behind it. This programme teaches teams to design and run credible customer experience measurement, including Net Promoter Score, satisfaction and effort metrics. The emphasis is on closing the loop so that feedback drives real improvement rather than sitting in a report.

What you will be able to do

  • Compare Net Promoter Score, satisfaction and effort as experience metrics.
  • Design surveys that produce reliable and unbiased results.
  • Choose the right moments in the journey to gather feedback.
  • Analyse scores and verbatim comments to find root causes.
  • Build a closed loop process that acts on customer feedback.
  • Report experience metrics to leadership in a way that drives action.

Course outline

  1. 01Why measure customer experience
  2. 02NPS, satisfaction and effort metrics compared
  3. 03Designing credible surveys
  4. 04Choosing feedback moments in the journey
  5. 05Analysing scores and open comments
  6. 06Closing the loop with customers and teams
  7. 07Turning insight into improvement
  8. 08Reporting experience metrics to leadership

Who should attend

Customer experience managers, service and quality leads, marketing and insights staff responsible for measuring and improving how customers feel about the organisation.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Mozambique2US$1,100
24 to 25 Aug 2026Cairo2US$1,100
31 Aug to 1 Sep 2026Accra2US$1,100
7 to 8 Sep 2026Lusaka2US$1,100
14 to 15 Sep 2026Kigali2US$1,100
21 to 22 Sep 2026Nairobi2US$1,100
28 to 29 Sep 2026Durban2R10,000
5 to 6 Oct 2026Johannesburg2R10,000
19 to 20 Oct 2026Mauritius2US$1,100
26 to 27 Oct 2026Dubai2US$1,100
2 to 3 Nov 2026Lagos2US$1,100
9 to 10 Nov 2026Harare2US$1,100
16 to 17 Nov 2026Kampala2US$1,100
23 to 24 Nov 2026Dar es Salaam2US$1,100
30 Nov to 1 Dec 2026Pretoria2R10,000
7 to 8 Dec 2026Cape Town2R10,000
21 to 22 Dec 2026Online2US$900

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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