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25 - MCR - Customer Relations and Marketing


MCR 116 - Customer Satisfaction Measurement

Code Start Date Duration Venue Fees
MCR 116 14 December 2020 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 11 January 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 08 February 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 08 March 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 05 April 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 31 May 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 28 June 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 26 July 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 23 August 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 20 September 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 18 October 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 15 November 2021 5 Days Istanbul $ 3950 Registration Form Link
MCR 116 13 December 2021 5 Days Istanbul $ 3950 Registration Form Link
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Course Description

Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. It is a leading indicator of consumer repurchase intentions and loyalty, a point of differentiation, reduces customer churn and increases customer lifetime value. This course will take you through all the aspects of Customer Satisfaction measurement.  From identifying samples to measuring results, you will be offered a comprehensive insight on how to effectively use this important marketing tool.

Course Objectives

  • Learning the concept of customer satisfaction
  • Survey tools and instruments
  • Understanding sampling
  • Globally used customer satisfaction measures

Who Should Attend?

  • Directors and managers
  • Brand managers
  • Executives
  • Advisors to directors and top managers
  • Those who would like to develop and enhance their marketing skills

Course Details/Schedule

Day 1

  • Customer satisfaction defined 
  • Dimensions of customer satisfaction 
  • Satisfaction for physical products
  • Satisfaction for services
  • SERVQUAL and E-S QUAL scales

Day 2

  • Understanding sampling
  • Sampling techniques
  • Determining demographic quotas
  • Online data collection forms
  • Statistical precision

Day 3

  • Survey instruments
  • Marketing scales
  • Closed and open ended questions
  • Likert Scale
  • Question wording

Day 4

  • Affective measures
  • Cognitive measures
  • Overall satisfaction
  • Attribute satisfaction
  • Things gone wrong
  • Handling Difficult customer

Day 5

  • Loyalty measures
  • Tendency to repurchase
  • Recommendation to others
  • Loyalty metrics