TRAINING CATEGORIES
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24 - CMR - Customer Relations


MCR 116 - Customer Satisfaction Measurement

Code Start Date Duration Venue
MCR 116 23 June 2025 5 Days Istanbul Registration Form Link
MCR 116 21 July 2025 5 Days Istanbul Registration Form Link
MCR 116 18 August 2025 5 Days Istanbul Registration Form Link
MCR 116 15 September 2025 5 Days Istanbul Registration Form Link
MCR 116 13 October 2025 5 Days Istanbul Registration Form Link
MCR 116 10 November 2025 5 Days Istanbul Registration Form Link
MCR 116 01 December 2025 5 Days Istanbul Registration Form Link
Please contact us for fees

 

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?

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

Course Details/Schedule

Day 1

  • Customer satisfaction definition 
  • 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