Practical Service Quality Management Course
Master practical service quality management by designing smart surveys, tracking key performance indicators like CSAT, NPS, and CES, analysing customer experience trends and feedback data, and implementing targeted actions to enhance customer satisfaction, loyalty, and overall service performance in your operations.

flexible workload from 4 to 360h
valid certificate in your country
What will I learn?
This course teaches how to create strong satisfaction metrics, develop effective surveys, and convert feedback into specific improvements. You will learn to establish clear objectives for CSAT, NPS, and CES, analyse data from various channels, and connect actions to key performance indicators. Acquire hands-on tools for root-cause analysis, managing change, and ongoing enhancement to rapidly improve service quality and customer loyalty.
Elevify advantages
Develop skills
- Design service KPIs: set sharp CSAT, NPS, CES targets that drive ROI.
- Build lean customer surveys: craft, test, and deploy short, bias-free forms fast.
- Map service journeys: spot pain points and quick wins across all touchpoints.
- Analyze CX data: turn trends, dashboards, and text feedback into clear actions.
- Run improvement pilots: link actions to KPIs and scale what works quickly.
Suggested summary
Before starting, you can change the chapters and workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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