Free webinar “Tools and techniques for measuring customer satisfaction”

Customer satisfaction has grown into becoming a key differentiator, offering a significant competitive edge and contributing directly to the success or failure of organizations. Therefore, an organization’s main objective should be to make and keep its customers satisfied and interested in purchasing new products and services.

In order to discover what customers think about your company and what can be improved, you can now deploy a series of tools and techniques for measuring customer satisfaction. This webinar presents key techniques and guidelines in order to support you in assessing your customers’ satisfaction.

Main topics covered

The importance of measuring customer satisfaction;
Evaluation of the current customer satisfaction levels;
Key tools for measuring customer satisfaction: overview;
Key techniques for measuring customer satisfaction: overview;
Initiatives for improving customer satisfaction.

Key Learning Points

Understand the importance of customer satisfaction in the organizational context;
Learn how to assess the current customer satisfaction level;
Identify the best tools and techniques for measuring customers satisfaction;
Learn how to structure and design a customer satisfaction survey;
Address relevant initiatives for improving customer satisfaction.

Trainer’s profile

Marius Boghian is a Learning and Management Consultant, as well as a Certified KPI Professional working within the Professional Services team of The KPI Institute. Recently, Marius gained his Certification in Data Analysis, which enhances his cooperation with clients in the field of Reporting Design.

Marius has over 9 years of experience in working within diverse organizations which range from privately held corporations to international NGOs across Europe and Latin America. Marius is a certified professional trainer since 2006, which allowed him to face new challenges in the learning and development area, where he worked for more than 6 years, alongside a Top 5 Romanian training company.

Alongside the training activity, Marius was involved as a Regional Coordinator in managing a HR project financed with more than 3.5 million Euros from European funds, dedicated to organizational performance improvement in 75 companies based in Romania (2011 – 2013).

He is certified as Project Manager and Professional Competences Evaluator by Romanian National Qualifications Authority. (2006 and 2010)