Service Analytics

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 utilizing 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.

Learning Objectives

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.

Course Dates

5 and 6 September 2019

Course Duration

2 Days (16 Hours)

Course Venue

Republic Polytechnic @ Woodlands

Full Course Fee (Others) Workfare Training Scheme (WTS) Singapore Citizens aged 40 & above SME-employed Singapore Citizens & SPR Singapore Citizens aged below 40 OR Singapore PR

This course is SkillsFuture Credit approved.

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Last updated on 16 Jul 2019

Need more help?

If you are still unsure about which course to pursue, please contact our Academy for Continuing Education.  

Fees quoted are inclusive of GST. Republic Polytechnic reserves the right to make changes to the course fees and application closing dates without prior notice. The commencement of each course is subject to a sufficient number of participants. All information is accurate at time of publishing.