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.
Create An Account
To Start This Course Today
Used by over 30 million students worldwide
Create An Account
Try it free for 5 days

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
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

Earning College Credit

Did you know… We have over 160 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

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:
  • Answers and detailed explanations to each question
  • Video lessons to explain complicated concepts
Course Practice Test
More practice by chapter
See practice tests for: