Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. It is a leading indicator of consumer repurchase intentions and loyalty, a point of differentiation, reduces customer churn and increases customer lifetime value. This course will take you through all the aspects of Customer Satisfaction measurement. From identifying samples to measuring results, you will be offered a comprehensive insight on how to effectively use this important marketing tool.

The Training Course Will Highlight ?

Training Objective

Learning the concept of customer satisfaction
Survey tools and instruments
Understanding sampling
Globally used customer satisfaction measures

Target Audience

Advisors to directors and top managers
Executives
Directors
Managers
Those who would like to develop and enhance their marketing skills

Training Methods

Daily Agenda

Day 1

Customer satisfaction definition
Dimensions of customer satisfaction
Satisfaction for physical products
Satisfaction for services
SERVQUAL and E-S QUAL scales

Day 2

Understanding sampling
Sampling techniques
Determining demographic quotas
Online data collection forms
Statistical precision

Day 3

Survey instruments
Marketing scales
Closed and open-ended questions
Likert Scale
Question wording

Day 4

Affective measures
Cognitive measures
Overall satisfaction
Attribute satisfaction
Things gone wrong
Handling Difficult customer

Day 5

Loyalty measures
Tendency to repurchase
Recommendation to others
Loyalty metrics

Accreditation

Rectus attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration.

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Course Rounds : (5 -Days)

Code	Date	Venue	Fees
CS101-01	11-05-2025	Dubai	USD 5450
CS101-02	10-08-2025	London	USD 6950
CS101-03	13-10-2025	Cairo	USD 5450
CS101-04	14-12-2025	Dubai	USD 5450

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UpComing Date

Details

Start date 11-05-2025
End date 15-05-2025

Venue

Country UAE
Venue Dubai

Quality Policy

 Providing services with a high quality that are satisfying the requirements
 Appling the specifications and legalizations to ensure the quality of service.
 Best utilization of resources for continually improving the business activities.

Technical Team

BTS keen to selects highly technical instructors based on professional field experience

Strengths and capabilities

Since BTS was established, it considered a training partner for world class oil & gas institution

Customer Satisfaction Measurement

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Courses Details

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Course Rounds : (5 -Days)

Prices doesn't include VAT

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