Design the qualification criteria that stop effort being wasted in satisfaction and net promoter score.
Building Strategies to Measure Customer Satisfaction and Net Promoter Score
A senior-level treatment of satisfaction and net promoter score, focused on what changes outcomes.
📍 Istanbul🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Attribution in satisfaction and net promoter score is imperfect; that is not a reason to stop measuring it. Activity in promoter score is easy to generate and easy to mistake for progress. The professional literature on this area of marketing and commercial practice converges on a small set of controls that reliably work. The content is relevant to those who own satisfaction and net promoter score and to those who are held accountable for its results. Participants gain a realistic view of what the marketing and commercial practice discipline costs and what it returns. Ambition around promoter score outruns capacity unless the sequencing is deliberate. The programme takes participants through satisfaction and net promoter score end to end, from framing the problem to closing it out. The programme uses small-group work so that each participant's treatment of promoter score is examined, not just described. The closing exercise tests whether the participant's plan for this area of marketing and commercial practice survives a hostile question.
Expected Learning Outcomes
Reduce avoidable variation in how promoter score is carried out across teams.
Measure customer lifetime value arising from satisfaction and net promoter score, not first-order revenue.
Present the case for investment in promoter score in terms that a finance function will accept.
Design the customer journey for satisfaction and net promoter score across the touchpoints that actually influence the decision.
Build the reporting on promoter score that supports a spending decision.
Identify the failure points in satisfaction and net promoter score most likely to cause loss, and control them first.
Who Should Attend
Marketing managers responsible for satisfaction and net promoter score.
Retail and channel managers executing promoter score in the field.
Business development managers pursuing opportunities in satisfaction and net promoter score.
Department heads accountable for the results of promoter score.
Quality staff verifying that satisfaction and net promoter score performs as designed.
Product managers whose proposition depends on promoter score.
Course Modules
Satisfaction and net promoter score: audience definition and segmentation
2 sessions · 8 pointsSession 1Handling the objection to satisfaction and net promoter score that ends most conversations
- Identify where judgement in satisfaction and net promoter score is legitimate and where it is not.
- Define acceptance criteria for promoter score in advance.
- Structure pricing for satisfaction and net promoter score against perceived value.
- Script the three most common objections in promoter score and the responses.
Session 2Protecting the brand while hitting targets on promoter score
- Name a single owner for each element of satisfaction and net promoter score.
- Agree the smallest change to promoter score that would be visibly useful.
- Test the procedure for satisfaction and net promoter score against a realistic scenario.
- Set the discount authority for promoter score and require justification.
Promoter score: retention, loyalty and lifetime value
2 sessions · 8 pointsSession 1Defining the audience for promoter score narrowly enough to matter
- Agree what will be standardised in satisfaction and net promoter score and what will not.
- Anticipate the objections promoter score will raise and prepare the answers.
- Build the content that answers the buyer's real question about satisfaction and net promoter score.
- Set out the decisions in promoter score that require sign-off and by whom.
Session 2Choosing channels for promoter score on evidence
- Design the retention action triggered when a customer of satisfaction and net promoter score goes quiet.
- Define the handover point between marketing and sales in promoter score.
- Document the sales process for satisfaction and net promoter score so a new joiner can follow it.
- Measure lifetime value from promoter score, not just first purchase.
Promoter score: positioning and the honest claim
2 sessions · 8 pointsSession 1Building the method for promoter score step by step
- Define the trigger that would require satisfaction and net promoter score to be redesigned.
- Rank the weaknesses in promoter score by consequence rather than by ease of fixing.
- Build the report on satisfaction and net promoter score that answers whether to spend more or less.
- Select channels for promoter score based on evidence, then cut the rest.
Session 2Closing out satisfaction and net promoter score and capturing what was learned
- Set objectives for satisfaction and net promoter score in revenue terms with a timeframe.
- Write down the assumptions underpinning the approach to promoter score.
- Record the rationale for each significant choice made about satisfaction and net promoter score.
- Decide what will be stopped to create capacity for promoter score.
Promoter score: pricing, value and discount control
2 sessions · 8 pointsSession 1The claim about promoter score competitors cannot copy
- Compare cost of acquisition against value in satisfaction and net promoter score.
- Choose the next segment for promoter score and state why it is next.
- Set the review interval for satisfaction and net promoter score and who attends.
- Test creative for promoter score at small scale before full commitment.
Session 2Building lasting competence in promoter score
- Map the decision journey for satisfaction and net promoter score and mark where the choice is actually made.
- Assign responsibility for keeping documentation of promoter score current.
- Agree the attribution model for satisfaction and net promoter score and state its known limits.
- Plan the sequence in which improvements to promoter score will be introduced.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
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