Are you ready to tap into the potential and insights that customer satisfaction analytical tools can offer?
You will learn about the importance of collecting information that determines the level of customer satisfaction through survey questionnaires. You will also learn how to calculate the Customer Satisfaction (C-Sat) and Net Promoter Score (NPS) and use the data to enhance your company’s hospitality standards.
Learning Objectives
By the end of the course, participants will be able to:
- Understand how survey questionnaires are developed
- Calculate Customer Satisfaction (C-Sat) and Net Promoter Score (NPS)
- Understand how C-Sat and NPS is being used in organisations
- Apply the concepts and enhance Customer Satisfaction
Who Should Attend?
This course is suitable for anyone who works in the hospitality industry and is interested to enhance the level of customer satisfaction for their company.
Entry Requirement
This course is perfect for anyone who works in the hospitality industry, and does not require any prior knowledge.
Certification
Participants will be awarded a certificate of completion upon meeting the 75% course attendance requirement.
For courses with assessment component, participants will be awarded the certification of completion upon passing the assessment. Otherwise, a certification of attendance will be issued instead upon meeting the 75% course attendance requirement.
Trainer's Profile
Tan Jin Haw graduated with an Electronic and Electrical Engineering (Honours) degree from Loughborough University, UK, in 1998. Jin Haw comes with a wealth of experience from working at StarHub as an engineer, in market research for firms like Ipsos (formerly Synovate) and GfK. He has also spent a year as a consultant with a local recruitment/placement firm PeopleKey Consulting. Jin Haw’s passion in service analytics drove him to lead projects in Finance, Retail, Healthcare and Hospitality Services in Quantitative research as well as mystery audits.