Voice of the Customer and Feedback Programmes

Many South African organisations collect customer feedback and then let it gather dust, so the same problems repeat year after year. This programme shows service and marketing teams how to gather feedback that is honest and useful, turn survey scores such as Net Promoter into a clear picture of what to fix, and close the loop with customers and with the business.

What you will be able to do

Choose the right feedback methods for different stages of the customer journey.
Design short surveys and questions that produce honest and usable answers.
Calculate and interpret common measures such as Net Promoter and satisfaction scores.
Analyse open comments to find the themes driving customer sentiment.
Close the loop with individual customers who raise problems or praise.
Present feedback insights that prompt real improvement across departments.

Course outline

01Building a voice of the customer programme
02Choosing feedback methods by journey stage
03Designing surveys that get honest answers
04Net Promoter, satisfaction and effort scores
05Analysing comments for themes
06Closing the loop with customers
07Turning insight into action across teams
08Reporting feedback to leadership

Who should attend

Customer experience managers, service quality staff, marketing analysts and operations managers responsible for listening to customers and acting on what they say.

Dates, venues and fees

Dates	Venue	Days	Fee
17 to 18 Aug 2026	Johannesburg	2	R10,000
31 Aug to 1 Sep 2026	Mauritius	2	US$1,100
7 to 8 Sep 2026	Dubai	2	US$1,100
14 to 15 Sep 2026	Lagos	2	US$1,100
21 to 22 Sep 2026	Harare	2	US$1,100
28 to 29 Sep 2026	Kampala	2	US$1,100
5 to 6 Oct 2026	Dar es Salaam	2	US$1,100
12 to 13 Oct 2026	Pretoria	2	R10,000
19 to 20 Oct 2026	Cape Town	2	R10,000
2 to 3 Nov 2026	Online	2	US$900
9 to 10 Nov 2026	Mozambique	2	US$1,100
16 to 17 Nov 2026	Cairo	2	US$1,100
23 to 24 Nov 2026	Accra	2	US$1,100
30 Nov to 1 Dec 2026	Lusaka	2	US$1,100
7 to 8 Dec 2026	Kigali	2	US$1,100
14 to 15 Dec 2026	Nairobi	2	US$1,100
21 to 22 Dec 2026	Durban	2	R10,000

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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Training a whole team?

We can run Voice of the Customer and Feedback Programmes privately for your team, on your dates and built around your own systems. Group delivery is usually more cost effective from about six delegates.

Run this in-house