Measuring Customer Experience: NPS, CSAT and Customer Effort Score (CES) – London, 22–26 Feb 2027
DestinationLondon
Dates22 – 26 February 2027
Reference1096_5276
This session
22–26 Feb 2027
This Measuring Customer Experience: NPS, CSAT and Customer Effort Score (CES) session in London runs from Monday 22 February to Friday 26 February 2027 (week 8, Q1 2027). It is the 1st of 2 dates in London in 2027, at a fee of 23,000 SAR, the same for each of them. Registration is open for this date. It is held in person at Central London four-star.
Customer experience scores now appear on executive dashboards and in performance contracts, yet many are calculated inconsistently, drawn from samples too small to trust and read without knowing what drives them. Teams chase monthly movements that are statistical noise while real problems go unmeasured. This Core Concept course equips managers to calculate, test and interpret NPS, CSAT and Customer Effort Score correctly, link them to operational and financial outcomes, and set defensible targets. Participants work with sample datasets from several sectors and leave with a CX Measurement Framework and a working metrics dashboard.
Course Objectives
Audit an organisation's existing CX metrics for consistent definitions, data sources and ownership
Calculate NPS, CSAT and Customer Effort Score correctly and explain what each can and cannot show
Determine sample sizes and test whether a change in score is statistically significant
Identify the drivers of customer scores with key driver analysis and link them to operational data
Set baselines, targets and control limits that resist gaming and reflect real performance
Build a CX Measurement Framework and dashboard ready for executive reporting
Target Audience
Customer experience managers responsible for CX metrics and reporting
Customer insight and business intelligence analysts producing CX scores
Service and contact centre managers whose performance is judged on customer scores
Performance management and strategy office staff setting CX targets
Marketing and product managers using satisfaction and loyalty data in decisions
Course Outline
Day 1: The CX Measurement Landscape
CX Metric Taxonomy: Perception, Behavioural and Operational Measures
ISO 9001 Clause 9.1.2 Customer Satisfaction Monitoring Requirement
ISO 10004 Guidance on Monitoring and Measuring Customer Satisfaction
Current-State Metrics Audit: Definitions, Owners and Data Sources
CX Value Tree Linking Metrics to Revenue, Retention and Cost-to-Serve
Day 2: Metric Models and Methodologies
Net Promoter Score Calculation, Categories and Known Limitations
CSAT Scale Design and Top-Two-Box Scoring
Customer Effort Score Agreement Scale and Effort Drivers
American Customer Satisfaction Index Cause-and-Effect Model
ISO 20252 Research Quality Requirements for Metric Surveys
Day 3: Calculating and Testing Scores
Sample Size, Margin of Error and Confidence Interval Calculation
Significance Testing for Score Movements Between Periods
Key Driver Analysis with Correlation and Relative Importance Regression
Weighting and Normalising Scores Across Channels and Segments
Metric Definition Cards and Data Dictionary Build
Day 4: Targets, Linkage and Measurement Risk
Score Gaming, Selection Bias and Goodhart's Law Controls
Linking Survey Scores to First Contact Resolution, Repeat Contact and Churn
Target Setting with Baselines, Benchmarks and Statistical Process Control Charts
Customer Lifetime Value Linkage Model
Balanced Scorecard Placement of CX Metrics for Executive Reporting
Day 5: Modelling Build and the CX Measurement Framework
Telecoms Dataset Exercise: Rebuilding NPS and CES Trends
Insurance Claims Dataset Exercise: Driver Model and Priority Matrix
CX Metrics Dashboard Build in Excel or Power BI
CX Measurement Framework Drafting with Metric Owners and Targets
Peer Challenge Panel and Framework Defence
Skills You Will Gain
CX Metric Design
Survey Statistics
Key Driver Analysis
Score Significance Testing
CX Target Setting
Metric-to-Outcome Linkage
CX Dashboard Development
Measurement Bias Control
Why Attend This Course
Return to work with a CX Measurement Framework and a working dashboard built on realistic data
Tell executives with confidence whether this month's score change is real or noise
Show which operational drivers move customer scores, so improvement budgets go where they count
Compare measurement practices with analysts and managers from other sectors and countries
Conclusion
A customer score is useful only when it is calculated consistently, read with its margin of error and tied to the drivers and outcomes it is meant to represent. This course moves from auditing current metrics, through the NPS, CSAT, CES and ACSI models, to the statistics, driver analysis and target-setting controls that make scores trustworthy. The final day turns that material into a CX Measurement Framework and dashboard that participants take back to their organisation as a defensible basis for reporting and decisions.
Measuring Customer Experience: NPS, CSAT and Customer Effort Score (CES) runs in London over 5 days, with 2 upcoming dates in London. The course fee is 23,000 SAR.
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