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Measuring Customer Satisfaction

Course Summary

Customer satisfaction is a key driver for success for many companies. This course offers short video and text lessons your employees can use to closely examine the importance of customer satisfaction, as well as how it can be measured and interpreted.
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3 chapters in Measuring Customer Satisfaction

Course Practice Test

Check your knowledge of this course with a 50-question practice test.
  • Comprehensive test covering all topics
  • Detailed video explanations for wrong answers
Week {{::cp.getGoalWeekForTopic(0, 3)}}
Ch 1. The Importance of Customer Satisfaction {{cp.topicAssetIdToProgress[65750].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What is Customer Satisfaction? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[3792].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3792].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[3792].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3792].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - The Relationship Between Customer Satisfaction & Retention Score: {{cp.lessonAssetIdToProgress[57884].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57884].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57884].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57884].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Relationship Management: Using CRM to Focus on Customers Score: {{cp.lessonAssetIdToProgress[1773].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1773].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[1773].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1773].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Case Study: Costco Wholesale's Customer Satisfaction Score: {{cp.lessonAssetIdToProgress[580117].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[580117].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[580117].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[580117].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(1, 3)}}
Ch 2. Customer Satisfaction Metrics & Methods {{cp.topicAssetIdToProgress[65751].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Service Metrics: Definition & Types Score: {{cp.lessonAssetIdToProgress[65143].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65143].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65143].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65143].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Measuring Customer Satisfaction to Improve Retention Score: {{cp.lessonAssetIdToProgress[57885].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57885].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57885].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57885].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Methods for Measuring Customer Satisfaction Score: {{cp.lessonAssetIdToProgress[58041].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58041].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58041].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58041].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Customer Satisfaction Surveys: Uses & Implementation Score: {{cp.lessonAssetIdToProgress[65752].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65752].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65752].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65752].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Net Promoter Score: Definition & Examples Score: {{cp.lessonAssetIdToProgress[65753].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65753].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65753].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65753].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(2, 3)}}
Ch 3. Interpreting Customer Satisfaction Results {{cp.topicAssetIdToProgress[65754].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - How to Evaluate Survey Questions & Design Score: {{cp.lessonAssetIdToProgress[50032].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[50032].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[50032].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[50032].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Problems with Customer Surveys: Biases & Limitations Score: {{cp.lessonAssetIdToProgress[65755].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65755].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65755].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65755].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - How to Interpret & Improve Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65144].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65144].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65144].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65144].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Tools Used for Customer Satisfaction Research Analysis Score: {{cp.lessonAssetIdToProgress[65756].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65756].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65756].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65756].bestScoreQuestions}}  Take Quiz Optional

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Practice Tests in this course
Check your knowledge of this course with a 50-question practice test. Once you take the test, you will receive a detailed exam report complete with your personal statistics and even specific lessons to focus on! Take the practice test now
Your detailed study guide will include:
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  • Video lessons to explain complicated concepts
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