This course is being offered as part of Enhanced Training Support Package (ETSP). Click here for more ETSP courses
Are you ready to tap into the potential and insights that service analytics can offer?
This course introduces participants to the basics of service analytics. Participants will harness the practical aspect of utilising data collected through Customer Satisfaction and Net Promoter Score surveys. Participants will also learn to sieve through data and determine areas which impact their service offerings and their customers’ experiences.
The course will also teach participants to chart important findings and share them with stakeholders. By doing this, service analytics can be used to great advantage by highlighting areas most important to customers’ experience. It also helps put a context to customers’ suggestions on the recommended actions for improving customer experience.
By the end of the workshop, participants will be able to:
understand the importance of customer satisfaction
understand how survey questionnaires are developed
calculate customer satisfaction and Net Promoter Score
appreciate what the Customer Satisfaction Index of Singapore does
understand how mystery shopping can improve customer centricity
understand the different types of benchmarks used
identify how customer satisfaction data can provide insights that impact customer experience
report and share insights with others within their organisations
Who should attend?
Marketing associates, brand associates, e-commerce associates, retail associates
Participants will be awarded the Certificate of Attendance issued by Republic Polytechnic upon meeting 80% of the attendance.
Fees for ETSP
Companies sending their employees for training enjoy 90% course fee funding.
| Full Course Fee
|| Enhanced Training Support Package (ETSP) Scheme
|| Singapore Citizens aged 40 and above
|| SME-sponsored Singapore Citizens or Singapore PR
|| Singapore Citizens or PR aged 39 and below
Note: Fees for ETSP are 10% of full course fees
Republic Polytechnic reserves the right to make changes to the course fee and application closing dates without prior notice. The commencement of each course is subject to sufficient number of participants.
All information is accurate at the time of publishing.