Training  >  IT Service Skills Workshops  >  Customer Satisfaction Surveys

Customer Satisfaction Surveys


CSS Banner 2016

Duration and cost: 1 day, £520 +VAT | SDI Members receive a discount of 10% on this course         

"Probably the best course I've been on in a long time. I know exactly what we need to do as an organisation to make the best of CSS"

Who is it for?

This virtual one-day workshop is for everyone involved in the production and delivery of satisfaction surveys for customers of IT support services.

What is it about?

This practical workshop provides the essential information and knowledge you need to create a comprehensive satisfaction survey programme for your customers.

What will I get out of it?

Delegates will gain a thorough insight in to the techniques covering all aspects of CSS ‘dynamics' and the opportunity to practice ‘hands-on' and create a survey.

After the course delegates will be able to:

  • Explain the dynamics of a CSS and choose the right reason for doing one
  • Understand how to choose the right customers to be involved
  • Gain commitment from customers and set a roadmap
  • Identify the correct methodology and media for delivering a CSS
  • Choose the appropriate time to run a survey; know how often to repeat it
  • Choose the appropriate volume of questions and the right number of people to survey, and know how many responses to expect
  • Select the right type of questions to ask and construct questions and response styles
  • Perform accurate analysis of customer responses
  • Plan for what happens going forward


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Course Calendar | Course Outline

Be Involved

  • Service Desk Training

    Senior Analyst to Team Leader

    15 - 16 May, Birmingham

  • Service Desk Training

    Service Desk Manager

    15 - 18 May, Kent

  • Service Desk Training

    Service Desk Analyst

    12 - 14 June, Birmingham

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