Introduction
The programme “Techniques for Measuring and Evaluating Customer Satisfaction in Digital Service Environments” develops professional practice in Quality. It connects the subject with workplace challenges by examining existing evidence and practices and choosing methods appropriate to the organization and its available resources.
The learning progresses from customer experience development and complaint handling to procedure analysis and work simplification, with practical work on sustainability, impact assessment, and resources, performance measurement and continuous improvement, quality management and process control. Participants prepare outputs to support workplace application and review the quality and results of implementation.
Learning objectives
- Design a service journey and complaint response based on customer needs and follow-up evidence in an application related to “Techniques for Measuring and Evaluating Customer Satisfaction in Digital Service Environments”.
- Integrate environmental, social, and governance considerations into a measurable decision or process.
- Build performance indicators that distinguish activity completion from achievement of results.
- Apply a quality approach connecting beneficiary requirements with process control and improvement.
- Redesign a procedure to reduce delays and rework while maintaining controls.
Learning areas
1. Customer Experience Development and Complaint Handling
- Define customer groups, expectations, and touchpoints, and map an actual journey including waiting, effort, and information exchange.
- Analyze the voice of the customer, complaints, and feedback, classifying recurring causes and linking them to the process, product, or communication channel.
- Set response, resolution, and escalation standards that consider the problem's impact, staff authority, and message clarity for the customer.
- Simulate a difficult service situation, applying listening, empathy, and fact verification, and offer a feasible solution or alternative.
- Build indicators for resolution time, complaint recurrence, and experience quality, and use results to address root causes and monitor impact. The application examines a case related to “Techniques for Measuring and Evaluating Customer Satisfaction in Digital Service Environments”.
2. Sustainability, Impact Assessment, and Resources
- Identify organizational activities, stakeholders, and environmental, social, and governance impacts related to the program subject and assessment boundaries.
- Collect data on resources, energy, waste, and relevant practices, documenting sources, gaps, and assumptions used.
- Prioritize topics according to impact scale, stakeholder importance, and applicable requirements, without making unsupported sustainability claims.
- Design initiatives covering responsibilities, resources, cost, and indicators, and compare the trade-offs and unintended effects of alternatives.
- Prepare a clear monitoring and disclosure plan distinguishing actual results from targets and defining the roles of review, verification, and data quality improvement.
3. Performance Measurement and Continuous Improvement
- Define the intended result and its beneficiary, and distinguish indicators of inputs, activities, outputs, and impact.
- Define each indicator's formula, unit of measurement, data source, update frequency, and responsibility for collection and verification.
- Select a baseline, realistic target, and alert thresholds, and review data quality before interpreting deviations from the target.
- Analyze the causes of performance gaps and link them to corrective actions with specified owners, deadlines, resources, and closure verification methods.
- Design a review meeting covering trends, decisions, and open actions, and track improvement over more than one measurement cycle.
4. Quality Management and Process Control
- Define beneficiary requirements and product or service acceptance criteria, and translate them into testable process controls.
- Map process interactions, identifying risks, resources, records, and quality control responsibilities at handover points.
- Use cause and data analysis tools to understand nonconformities, and distinguish immediate correction from corrective action.
- Prepare a verification and internal review plan using objective evidence, referring to the current applicable edition of the relevant standard during implementation.
- Evaluate improvement results in terms of defects, time, rework, and beneficiary experience, and document knowledge that should be shared more widely.
5. Procedure Analysis and Work Simplification
- Define the procedure's start, end, owner, inputs, and outputs, and collect data on processing time, waiting, and rework.
- Map the actual workflow between roles, identifying approvals, handovers, bottlenecks, and duplicate data entry.
- Analyze the value added by each step and the controls it provides, and propose combining, removing, or running steps in parallel with reasons for the choice.
- Document the improved procedure with clear authorities, forms, timelines, and standards, and review its effects on beneficiaries and delivery teams.
- Test the procedure on a limited case, measure time, errors, and output quality, and document adjustments and the rollout plan.
Practical outputs
- A customer journey map, complaint response guide, and service quality cards.
- An impact topics matrix, initiative plan, and sustainability indicators.
- Performance indicator cards and a plan for reviewing results and improvement actions.
- A process map, nonconformity register, and quality improvement plan.
- An improved procedure map, service profile, and acceptance criteria for implementation.
Who should attend
- Practitioners, specialists and supervisors whose work relates to the programme subject.
- Managers and teams working in quality, according to their practical responsibilities.
- Professionals responsible for applying the outputs of “Techniques for Measuring and Evaluating Customer Satisfaction in Digital Service Environments” within their organizations.
Prerequisites
- Working familiarity with the programme field and the ability to discuss a professional case or challenge.
- Confirm the suitability of your experience and any specialist prerequisites with the Union before participation.
Conclusion
The programme “Techniques for Measuring and Evaluating Customer Satisfaction in Digital Service Environments” brings together concepts, case review and a practical application. Participants prepare steps that can be adapted to their responsibilities and organizational resources, with an indicator to follow application and review results after returning to work.
Participation arrangements and any special requests are specified in the confirmation issued by the Union.