Designing Customer Experience Evaluation Models
In today’s customer-driven marketplace, delivering a great experience is no longer enough—organizations must be able to measure it accurately and continuously.
- 5training days
- 5modules
- 10sessions
- 30topics
About the programme
Course Overview
In today’s customer-driven marketplace, delivering a great experience is no longer enough—organizations must be able to measure it accurately and continuously.
Customer experience evaluation models are essential tools that help businesses understand how customers perceive their interactions, identify strengths and weaknesses, and make data-driven improvements.
Designing effective evaluation models goes beyond collecting feedback; it involves understanding customer behavior, mapping touchpoints, crafting relevant questions, and analyzing results to guide strategic decisions.
This workshop is designed to empower participants to build comprehensive evaluation models that measure satisfaction, service quality, and ease of interaction across multiple channels.
Over five days, attendees will explore model types, question design techniques, data collection tools, and analysis methods, along with strategies to link insights to improvement plans.
The program also focuses on building a data-driven culture, training digital collaboration tools to use evaluation tools effectively, and embedding customer feedback into daily operations.
Expected Learning Outcomes
Understand the importance of evaluating customer experience
Design effective evaluation models tailored to service environments
Select appropriate questions and indicators for each model
Analyze evaluation results and link them to development plans
Build a sustainable system for continuous experience measurement
Who Should Attend
Customer experience and service managers
Quality assurance and organizational development digital collaboration tools
Marketing and market research professionals
Data analysts and customer behavior specialists
Operations and support digital collaboration tools
Entrepreneurs and service-based business owners
Course Modules
Open any module to see its sessions and topics.
01Introduction to Customer Experience Evaluation
Session 1What Is Customer Experience and Why It Matters
- Defining customer experience
- Experience vs. service delivery
- Impact on loyalty and satisfaction
Session 2Fundamentals of Effective Evaluation
- Objectives of evaluation
- Characteristics of a good model
- Challenges in measuring experience
02Designing Evaluation Models
Session 1Types of Evaluation Models
- CSAT (Customer Satisfaction Score)
- CES (Customer Effort Score)
- NPS (Net Promoter Score)
Session 2Building the Right Model
- Defining model objectives
- Choosing question formats (closed, open, numeric)
- Identifying key touchpoints
03Data Collection and Analysis Tools
Session 1Channels for Collecting Feedback
- Email and mobile apps
- Point-of-sale and websites
- Interviews and direct surveys
Session 2Analyzing Evaluation Data
- Quantitative and qualitative analysis
- Statistical tools and dashboards
- Extracting key performance indicators
04Linking Evaluation to Improvement
Session 1Turning Results into Action
- Prioritizing improvement areas
- Designing development initiatives
- Engaging digital collaboration tools in execution
Session 2Monitoring Impact and Continuous Improvement
- Success metrics and KPIs
- Periodic model review
- Updating questions and indicators
05Building an Evaluation-Driven Culture
Session 1Training digital collaboration tools to Use Evaluation Models
- Promoting awareness of evaluation importance
- Integrating evaluation into daily operations
- Encouraging data collection and ownership
Session 2Leadership Support and Strategic Alignment
- Role of senior management
- Linking evaluation to strategic goals
- Fostering a culture of data-driven improvement
Complete your registration
We will contact you within one business day to confirm.