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Voice of the Customer and Feedback Programmes

Many South African organisations collect customer feedback and then let it gather dust, so the same problems repeat year after year. This programme shows service and marketing teams how to gather feedback that is honest and useful, turn survey scores such as Net Promoter into a clear picture of what to fix, and close the loop with customers and with the business.

Ready to book? Secure your place on this programme.

Register for this course

What you will be able to do

  • Choose the right feedback methods for different stages of the customer journey.
  • Design short surveys and questions that produce honest and usable answers.
  • Calculate and interpret common measures such as Net Promoter and satisfaction scores.
  • Analyse open comments to find the themes driving customer sentiment.
  • Close the loop with individual customers who raise problems or praise.
  • Present feedback insights that prompt real improvement across departments.

Course outline

  1. 01Building a voice of the customer programme
  2. 02Choosing feedback methods by journey stage
  3. 03Designing surveys that get honest answers
  4. 04Net Promoter, satisfaction and effort scores
  5. 05Analysing comments for themes
  6. 06Closing the loop with customers
  7. 07Turning insight into action across teams
  8. 08Reporting feedback to leadership

Who should attend

Customer experience managers, service quality staff, marketing analysts and operations managers responsible for listening to customers and acting on what they say.

Dates, venues and fees

DatesVenueDaysFeeCalendarRegister
13 to 14 Oct 2026Johannesburg2R10,000Register
14 to 15 Oct 2026Cape Town2R10,000Register
15 to 16 Oct 2026Durban2R10,000Register
19 to 20 Oct 2026Pretoria2R10,000Register
20 to 21 Oct 2026Windhoek2US$1,100Register
21 to 22 Oct 2026Gaborone2US$1,100Register
22 to 23 Oct 2026Maseru2US$1,100Register
26 to 27 Oct 2026Mbabane2US$1,100Register
27 to 28 Oct 2026Lusaka2US$1,100Register
28 to 29 Oct 2026Harare2US$1,100Register
29 to 30 Oct 2026Lilongwe2US$1,100Register
2 to 3 Nov 2026Blantyre2US$1,100Register
3 to 4 Nov 2026Mozambique2US$1,100Register
4 to 5 Nov 2026Nairobi2US$1,100Register
5 to 6 Nov 2026Dar es Salaam2US$1,100Register
9 to 10 Nov 2026Kigali2US$1,100Register
10 to 11 Nov 2026Kampala2US$1,100Register
11 to 12 Nov 2026Accra2US$1,100Register
12 to 13 Nov 2026Lagos2US$1,100Register
16 to 17 Nov 2026Cairo2US$1,100Register
17 to 18 Nov 2026Mauritius2US$1,100Register
18 to 19 Nov 2026Dubai2US$1,100Register
19 to 20 Nov 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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