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Net Promoter Score and Customer Experience Measurement

Organisations increasingly want a number that tells them whether customers are happy, but a score means nothing without action behind it. This programme teaches teams to design and run credible customer experience measurement, including Net Promoter Score, satisfaction and effort metrics. The emphasis is on closing the loop so that feedback drives real improvement rather than sitting in a report.

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Register for this course

What you will be able to do

  • Compare Net Promoter Score, satisfaction and effort as experience metrics.
  • Design surveys that produce reliable and unbiased results.
  • Choose the right moments in the journey to gather feedback.
  • Analyse scores and verbatim comments to find root causes.
  • Build a closed loop process that acts on customer feedback.
  • Report experience metrics to leadership in a way that drives action.

Course outline

  1. 01Why measure customer experience
  2. 02NPS, satisfaction and effort metrics compared
  3. 03Designing credible surveys
  4. 04Choosing feedback moments in the journey
  5. 05Analysing scores and open comments
  6. 06Closing the loop with customers and teams
  7. 07Turning insight into improvement
  8. 08Reporting experience metrics to leadership

Who should attend

Customer experience managers, service and quality leads, marketing and insights staff responsible for measuring and improving how customers feel about the organisation.

Dates, venues and fees

DatesVenueDaysFeeCalendarRegister
29 to 30 Oct 2026Johannesburg2R10,000Register
2 to 3 Nov 2026Cape Town2R10,000Register
3 to 4 Nov 2026Durban2R10,000Register
4 to 5 Nov 2026Pretoria2R10,000Register
5 to 6 Nov 2026Windhoek2US$1,100Register
9 to 10 Nov 2026Gaborone2US$1,100Register
10 to 11 Nov 2026Maseru2US$1,100Register
11 to 12 Nov 2026Mbabane2US$1,100Register
12 to 13 Nov 2026Lusaka2US$1,100Register
16 to 17 Nov 2026Harare2US$1,100Register
17 to 18 Nov 2026Lilongwe2US$1,100Register
18 to 19 Nov 2026Blantyre2US$1,100Register
19 to 20 Nov 2026Mozambique2US$1,100Register
23 to 24 Nov 2026Nairobi2US$1,100Register
24 to 25 Nov 2026Dar es Salaam2US$1,100Register
25 to 26 Nov 2026Kigali2US$1,100Register
26 to 27 Nov 2026Kampala2US$1,100Register
30 Nov to 1 Dec 2026Accra2US$1,100Register
1 to 2 Dec 2026Lagos2US$1,100Register
2 to 3 Dec 2026Cairo2US$1,100Register
3 to 4 Dec 2026Mauritius2US$1,100Register
7 to 8 Dec 2026Dubai2US$1,100Register
8 to 9 Dec 2026Online2US$900Register

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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