[CS Management Archive] Customer Satisfaction Index (CSI) Survey Essentials

Increase the utilization of CSI results by practical staff and provide guidelines for improving corporate CS!

The importance of customer satisfaction is increasingly emerging, and in the 21st century, most companies are now implementing customer satisfaction management. Customer satisfaction management is a management innovation movement that strengthens relationships with customers by ensuring that customers who experience services/products provided by companies or organizations are satisfied with each individual touchpoint that comprises the product or service, ultimately resulting in comprehensive satisfaction with the company or brand. In the process of promoting such customer satisfaction management, one of the reference tools used to explore service weak points perceived by customers or customers' potential needs is a quantitative indicator called CSI (Customer Satisfaction Index). However, because customer satisfaction is intangible, it is difficult to gauge its degree. To solve this, it is necessary to master proper survey methodologies. This course is structured to help you understand the concepts and types of Customer Satisfaction Index (CSI) surveys and build a customer satisfaction measurement model optimized for your company's characteristics. The results from such surveys can be strategically utilized in practical work.

Field-oriented education

• It enhances the practical application of CSI results for working-level staff and provides guidelines for improving corporate CS.

• For practitioners who are struggling with CSI, we provide an easy-to-understand explanation of the entire customer satisfaction survey process.

  
  

  
  

Presenting key points focused on practical application

• You can learn by topic through micro-learning focused on core keywords that can be immediately applied in practical work.

Course Outline

1. Customer Satisfaction Survey Concepts and Types

2. Key Survey Questions for Customer Satisfaction Measurement

3. Customer Satisfaction Measurement Model Development

4. Conducting Reasonable Customer Satisfaction Surveys

5. Customer Satisfaction Survey Design

6. Sample Composition

7. Types of Customer Satisfaction Survey Methods

8. Data Processing and Data Analysis

Presenting differentiated content through recruitment of professors specialized in Customer Satisfaction Index (CSI) surveys

We have recruited instructors who are highly praised for their in-depth lectures at corporations, public institutions, universities, and other organizations to present differentiated content.

Director Lee Eun-su

Current) CS Research Director at Case Stat Research

Current) Full-time Professor at Korea Productivity Center

Former) MarketLink Director

Former) Director at Millward Brown Media Research

Former) Seoul Marketing Research Head of Division