“Probably the best course I’ve been on in a long time. I know exactly what we need to do as an organisation to make the best of CSS”
Who is it for?
This virtual 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.
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 for doing 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