Day 1: Designing Measurement, Questions, and Samples

Measurement Purpose and Listening Moment

• Define decision each result should support
• Select journey moments for the question
• Distinguish relationship measurement from transaction measurement
• Map priority listening moments across journeys

Question and Scale Design

• Use neutral, non-leading respondent language
• Separate multiple ideas within single question
• Choose response scales for measurement purpose
• Review and repair poorly designed questionnaire

Sampling and Collection Channels

• Define population and strategically important segments
• Choose channels reducing customer-group exclusion
• Monitor response rates and nonresponse bias
• Prepare a sampling and data-collection plan

Day 2: Analysis, Interpretation, and Data Integration

Cleaning and Analyzing Results

• Remove invalid duplication using transparent rules
• Calculate measures while showing sample size
• Compare segments/periods on fair basis
• Analyze a structured customer-results dataset

Qualitative Customer Comments

• Code theme, sentiment, journey stage, cause
• Select examples representing patterns over outliers
• Connect text with scores or transactions
• Build practical coding structure for comments

Connecting Satisfaction with Operations

• Compare satisfaction with time/accuracy/completion
• Link recurring complaints with journey points
• Form hypotheses explaining satisfaction-score movement
• Create an integrated customer-and-operations analysis page

Day 3: Reporting, Closing the Loop, and Improvement

Presenting Results for Decision Makers

• Show meaningful trends and differences
• Explain sampling limits and bias explicitly
• Avoid ranking units without operational context
• Build a concise customer satisfaction dashboard

Closing the Loop with Customers

• Define when feedback requires customer follow-up
• Tell customers what changed when warranted
• Protect privacy throughout follow-up activity
• Design complaint/feedback closure path

Turning Voice into Improvement

• Prioritize issues by consequence and recurrence
• Assign owner/measure to improvement opportunities
• Review results in next measurement cycle
• Prepare quarterly response plan with accountability

• Survey design exercises testing wording scales and sampling choices
• Analysis of connected quantitative results and qualitative comments
• Integration of satisfaction evidence with service operating measures
• A project designing a listening system and closed-loop improvement process