Measuring & Improving Customer Satisfaction

“Customer satisfaction – your best bet for continued success.”

Customer satisfaction is crucial to continued business success.  No one refutes this, and this is an important requirement in Quality Management System standards.  But, do you know how your customers perceive your organization? What are their expectations? What are the shortcomings that they see? What would be an area that would delight them?

This  course  introduces  a  systematic  and  practical  approach  to  designing  the  right measures for discerning customer perception and satisfaction levels. More importantly, this course emphasizes listening to the voice of the customer on what matters to them and the  use  of  this  information for  value  creation, enhanced  customer care  and  taking customer relationships to the next level.

What will I learn?

This programme aims:

  • To help delegates identify the right information to collect
  • To  educate  delegates  on  the  basics,  means  and  process  of  tapping  customer satisfaction
  • To provide practice on designing a customer satisfaction tool
  • To help delegates determine the right measure for their organisation
  • To identify the contributors to customer satisfaction and areas of improvement
  • To assist delegates to translate what have been learnt into actions.

How will I benefit?

Upon completion of training, participants would be able to:

  • plan and design the right processes and measurement tools for tapping customer satisfaction
  • analyse and interpret the data
  • most importantly, apply this information in initiating improvements and deepening customer relationships.

What is included?

On completion, you will be awarded an internationally recognized BSI Training Academy certificate.

Available in In-house and Online Training

In-house Training

Explore our In-house Training delivery option. Reach us through the following contact details to know more:


Phone: (+63) 2 8636 6430 | 0917 855 6884 | 0998 845 2467

Email: |


BSI Online Training

Connected Learning Live (CLL) is BSI's online training service. It is an ideal alternative to typical classroom training. It will save you time as there’s no need to travel, you’ll save money on expenses, or you might just prefer to learn in an environment of your choice.