How long is the Measuring Customer Satisfaction (CSAT, NPS) course?

The course runs approximately 28 hours across 8 modules and 16 lessons, completed online at your own pace.

How much does Measuring Customer Satisfaction (CSAT, NPS) cost?

The training fee is KES 18,000, with M-Pesa, card and Paystack payment options and lifetime access.

Is Measuring Customer Satisfaction (CSAT, NPS) certified?

Yes. On passing the final assessment you receive a GLI-branded certificate with QR verification. CCS is NITA-accredited.

Measuring Customer Satisfaction (CSAT, NPS) | CCS Online Learning

Name: Measuring Customer Satisfaction (CSAT, NPS)
Price: 18000 KES

This comprehensive intermediate course equips professionals with the skills, tools and confidence to excel in measuring customer satisfaction (csat, nps). Grounded in global best practice and tailored to the African context.

What You Will Learn

✓Evaluate the core principles and frameworks of measuring customer satisfaction (csat, nps)
✓Align practical tools to real workplace challenges
✓Assess and improve current practices in their organisation
✓Assess and implement effective approaches with measurable outcomes
✓Optimise customer service practice with organisational strategy
✓Develop risk, compliance and governance considerations

Modules

Lessons

28 hours

Duration

🎍 Certificate & NITA Accreditation

On passing the final exam (50 MCQs, 70% pass mark, unlimited retakes) you receive a GLI-branded PDF certificate with QR verification. CCS is NITA-accredited — eligible employers can claim NITA levy reimbursement for this course.

Course Curriculum

8 modules · 16 lessons · Interactive quizzes · Study notes · Practical exercises · Final exam

Module 1: Foundations and Key Concepts

2 lessons · 97 min · 4 hours

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Understanding the Fundamentals

45 min

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Key Concepts and Terminology

52 min

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📝 Study Notes

KEY TAKEAWAYS — Foundations and Key Concepts • Measuring Customer Satisfaction (CSAT, NPS) requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Foundations and Key Concepts". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 2: Strategic Context and Environment

2 lessons · 95 min · 3 hours

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Reading the Operating Environment

49 min

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Aligning with Organisational Strategy

46 min

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📝 Study Notes

KEY TAKEAWAYS — Strategic Context and Environment • Measuring Customer Satisfaction (CSAT, NPS) requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Strategic Context and Environment". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 3: Core Frameworks and Tools

2 lessons · 111 min · 4 hours

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Essential Frameworks and Models

49 min

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Practical Tools and Techniques

62 min

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📝 Study Notes

KEY TAKEAWAYS — Core Frameworks and Tools • Measuring Customer Satisfaction (CSAT, NPS) requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Core Frameworks and Tools". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 4: Planning and Design

2 lessons · 103 min · 3 hours

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Planning for Success

58 min

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Designing the Approach

45 min

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📝 Study Notes

KEY TAKEAWAYS — Planning and Design • Measuring Customer Satisfaction (CSAT, NPS) requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Planning and Design". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 5: Implementation and Execution

2 lessons · 99 min · 4 hours

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Executing Effectively

48 min

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Managing Delivery and Stakeholders

51 min

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📝 Study Notes

KEY TAKEAWAYS — Implementation and Execution • Measuring Customer Satisfaction (CSAT, NPS) requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Implementation and Execution". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 6: Measurement and Performance

2 lessons · 113 min · 3 hours

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Metrics, KPIs and Dashboards

49 min

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Continuous Improvement

64 min

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📝 Study Notes

KEY TAKEAWAYS — Measurement and Performance • Measuring Customer Satisfaction (CSAT, NPS) requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Measurement and Performance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 7: Risk, Governance and Compliance

2 lessons · 103 min · 3 hours

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Managing Risk and Compliance

49 min

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Governance and Accountability

54 min

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📝 Study Notes

KEY TAKEAWAYS — Risk, Governance and Compliance • Measuring Customer Satisfaction (CSAT, NPS) requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Risk, Governance and Compliance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 8: Leadership, Culture and Sustainability

2 lessons · 119 min · 4 hours

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Leading People and Culture

64 min

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Sustaining Results Long-Term

55 min

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📝 Study Notes

KEY TAKEAWAYS — Leadership, Culture and Sustainability • Measuring Customer Satisfaction (CSAT, NPS) requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Leadership, Culture and Sustainability". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Who Should Attend

▸Managers and supervisors responsible for customer service
▸Professionals seeking to advance their careers in customer service
▸Team leaders and officers in the public and private sectors
▸Anyone transitioning into a customer service role
▸Consultants, advisors and practitioners in the field

No prior qualification is required. This course is delivered 100% online and is suitable for professionals across Kenya and the wider African region.

Learning Outcomes

By the end of this course, participants will be able to:

✓Evaluate the core principles and frameworks of measuring customer satisfaction (csat, nps)
✓Align practical tools to real workplace challenges
✓Assess and improve current practices in their organisation
✓Assess and implement effective approaches with measurable outcomes
✓Optimise customer service practice with organisational strategy
✓Develop risk, compliance and governance considerations

Quick Details

Duration28 hours

Modules8 modules

Lessons16 lessons

LevelIntermediate

PriceKES 18,000

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Measuring Customer Satisfaction (CSAT, NPS)

What You Will Learn

Course Curriculum

Who Should Attend

Learning Outcomes

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