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of wallet\u003C\u002Fli>\n\u003Cli>Social media, reviews and unsolicited feedback\u003C\u002Fli>\n\u003Cli>Mystery shopping and service audits\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Designing Reliable Surveys\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Guidance from ISO 10004 on planning satisfaction measurement\u003C\u002Fli>\n\u003Cli>Question wording, scales and survey length\u003C\u002Fli>\n\u003Cli>Timing, channel and sampling\u003C\u002Fli>\n\u003Cli>Response rates and non-response bias\u003C\u002Fli>\n\u003Cli>Surveying in Arabic and English and across cultures\u003C\u002Fli>\n\u003Cli>Consent and data protection in customer feedback\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Analysing Drivers and Linking to Outcomes\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Descriptive analysis, trends and benchmarking\u003C\u002Fli>\n\u003Cli>Key driver analysis and importance performance grids\u003C\u002Fli>\n\u003Cli>Text analytics and AI for open comments: uses and checks\u003C\u002Fli>\n\u003Cli>Customer segmentation by value and loyalty\u003C\u002Fli>\n\u003Cli>Linking feedback to retention and revenue data\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Closing the Loop and Driving Improvement\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Inner loop: following up with individual customers\u003C\u002Fli>\n\u003Cli>Outer loop: root cause analysis and process improvement\u003C\u002Fli>\n\u003Cli>Loyalty and retention programmes\u003C\u002Fli>\n\u003Cli>Dashboards and reporting to management\u003C\u002Fli>\n\u003Cli>Targets, incentives and avoiding score manipulation\u003C\u002Fli>\n\u003Cli>Action plan: a customer measurement roadmap for your organisation\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>By the end of this programme, participants will be able to:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Define customer satisfaction, loyalty and retention and explain how they relate to revenue\u003C\u002Fli>\n\u003Cli>Select appropriate metrics for relationship, transactional and journey-level measurement\u003C\u002Fli>\n\u003Cli>Explain the strengths and limits of Net Promoter Score, satisfaction and effort measures\u003C\u002Fli>\n\u003Cli>Design a customer survey with valid questions, scales and sampling\u003C\u002Fli>\n\u003Cli>Combine survey results with complaints, behavioural and operational data\u003C\u002Fli>\n\u003Cli>Identify the key drivers of satisfaction and loyalty using simple statistical analysis\u003C\u002Fli>\n\u003Cli>Segment customers by value and loyalty and prioritise retention actions\u003C\u002Fli>\n\u003Cli>Design a closed-loop process that follows up with customers and fixes root causes\u003C\u002Fli>\n\u003Cli>Build a customer measurement dashboard for management\u003C\u002Fli>\n\u003Cli>Set measurement targets and governance that avoid score manipulation\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cul>\n\u003Cli>\u003Cstrong>Customer experience professionals:\u003C\u002Fstrong> customer experience managers, customer insight analysts and voice of the customer leads\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Marketing and CRM teams:\u003C\u002Fstrong> marketing managers, CRM and loyalty programme managers\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Service managers:\u003C\u002Fstrong> customer service, contact centre and branch managers and supervisors\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Quality and excellence staff\u003C\u002Fstrong> responsible for customer satisfaction measurement and improvement\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Product and business unit managers\u003C\u002Fstrong> who use customer feedback in decisions\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>Participants should have practical experience in customer-facing, marketing, service or quality roles and basic comfort with spreadsheets. The programme is not designed as an exam preparation course for any professional certification.\u003C\u002Fp>","\u003Cul>\n\u003Cli>Customer satisfaction and loyalty measurement design\u003C\u002Fli>\n\u003Cli>Selection and interpretation of customer metrics\u003C\u002Fli>\n\u003Cli>Customer survey design and sampling\u003C\u002Fli>\n\u003Cli>Complaints data analysis\u003C\u002Fli>\n\u003Cli>Key driver analysis and customer segmentation\u003C\u002Fli>\n\u003Cli>Linking customer feedback to retention and revenue\u003C\u002Fli>\n\u003Cli>Closed-loop feedback management\u003C\u002Fli>\n\u003Cli>Customer experience dashboards and reporting\u003C\u002Fli>\n\u003Cli>Measurement governance and target setting\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>Many organisations run customer surveys every year yet cannot say which improvements would actually keep customers or why loyalty is falling. This programme gives customer experience, marketing and quality professionals a practical system to measure satisfaction and loyalty reliably, find the drivers behind the scores and turn feedback into actions that protect revenue and reputation.\u003C\u002Fp>","\u003Cp>Customer measurement often produces numbers without direction. Surveys are too long, sent at the wrong moment and answered by a small, unrepresentative group. A single headline score is reported to management while complaints, retention data and service records are held in separate systems. Scores go up or down, but no one can explain why, and feedback rarely reaches the teams who could fix the cause. Customers notice that nothing changes and stop responding.\u003C\u002Fp>\n\u003Cp>This programme builds a closed-loop measurement system. It moves through five stages: defining what satisfaction and loyalty mean for the organisation, choosing the right metrics and listening channels, designing reliable surveys, analysing drivers and linking them to financial outcomes, and closing the loop with customers and internal teams.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Built on recognised practice.\u003C\u002Fstrong> The programme references ISO 10004 on monitoring and measuring customer satisfaction, ISO 10002 on complaints handling, widely used metrics such as Net Promoter Score, customer satisfaction score and customer effort score, and established models linking satisfaction, loyalty and profitability, such as the service-profit chain. Their strengths and limits are discussed openly.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Decisions this programme improves.\u003C\u002Fstrong> Which metrics to report and at which level; when and how to survey customers; which service improvements will have the greatest effect on loyalty; which customers are at risk and deserve intervention; and how to set targets that drive improvement rather than score chasing.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>How it is delivered.\u003C\u002Fstrong> Twenty hours across five sessions, built around one running case: a service organisation with declining retention. Participants design a measurement framework and survey, analyse a prepared feedback data set to identify key drivers, and build a closed-loop action plan and management dashboard using spreadsheet tools.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>In-house option.\u003C\u002Fstrong> For organisations, the programme can be tailored to your own customer journeys, survey tools, complaint data and reporting lines, and delivered for customer experience, marketing, quality and service teams together.\u003C\u002Fp>","Training Program","Basic to Intermediate","mdi-comment",[315,322,327],{"id":316,"schedule_slug":317,"start_date":318,"end_date":319,"price":320,"city_id":32,"days":289,"city_name":321},609491,"measuring-customer-satisfaction-and-loyalty-in-dubai","2026-10-25","2026-10-29","4500.00","Dubai",{"id":323,"schedule_slug":324,"start_date":325,"end_date":326,"price":320,"city_id":32,"days":289,"city_name":321},701417,"N\u002FA","2027-03-08","2027-03-12",{"id":328,"schedule_slug":324,"start_date":329,"end_date":330,"price":320,"city_id":32,"days":289,"city_name":321},707213,"2027-08-16","2027-08-20",[332,340,348,356,364,369,376,380,384,389,395,399],{"id":333,"schedule_slug":334,"start_date":335,"end_date":336,"price":337,"city_id":338,"days":289,"city_name":339},610224,"measuring-customer-satisfaction-and-loyalty-in-london","2026-11-15","2026-11-19","5900.00",4,"London",{"id":341,"schedule_slug":342,"start_date":343,"end_date":344,"price":345,"city_id":346,"days":289,"city_name":347},610704,"measuring-customer-satisfaction-and-loyalty-in-cairo","2026-11-29","2026-12-03","4000.00",11,"Cairo",{"id":349,"schedule_slug":350,"start_date":351,"end_date":352,"price":353,"city_id":354,"days":289,"city_name":355},610950,"measuring-customer-satisfaction-and-loyalty-in-paris","2026-12-06","2026-12-10","5500.00",12,"Paris",{"id":357,"schedule_slug":358,"start_date":359,"end_date":360,"price":361,"city_id":362,"days":289,"city_name":363},611742,"measuring-customer-satisfaction-and-loyalty-in-live-online","2026-12-27","2026-12-31","2900.00",19,"Live Online",{"id":365,"schedule_slug":324,"start_date":366,"end_date":367,"price":320,"city_id":260,"days":289,"city_name":368},700129,"2027-01-04","2027-01-08","Kuala Lumpur",{"id":370,"schedule_slug":324,"start_date":371,"end_date":372,"price":373,"city_id":374,"days":289,"city_name":375},703270,"2027-05-02","2027-05-06","4300.00",8,"Muscat",{"id":377,"schedule_slug":324,"start_date":378,"end_date":379,"price":361,"city_id":362,"days":289,"city_name":363},703446,"2027-05-03","2027-05-07",{"id":381,"schedule_slug":324,"start_date":382,"end_date":383,"price":337,"city_id":338,"days":289,"city_name":339},705168,"2027-06-21","2027-06-25",{"id":385,"schedule_slug":324,"start_date":386,"end_date":387,"price":320,"city_id":255,"days":289,"city_name":388},706163,"2027-07-19","2027-07-23","Istanbul",{"id":390,"schedule_slug":324,"start_date":391,"end_date":392,"price":353,"city_id":393,"days":289,"city_name":394},709421,"2027-10-18","2027-10-22",10,"Amsterdam",{"id":396,"schedule_slug":324,"start_date":397,"end_date":398,"price":337,"city_id":338,"days":289,"city_name":339},710072,"2027-11-08","2027-11-12",{"id":400,"schedule_slug":324,"start_date":401,"end_date":402,"price":373,"city_id":403,"days":289,"city_name":404},711684,"2027-12-26","2027-12-30",7,"Kuwait",{"id":32,"city_name":321,"city_slug":406,"country_id":32,"country_name":407,"country_continent":408,"featured":32,"price":409,"image_alt":410,"image_icon":250,"title":250,"h1_tag":411,"content":412,"description":413,"what_to_do":414,"cover":287},"dubai","United Arab Emirates","Asia",4500,"Things-To-Do-In-Dubai","Training courses in Dubai, UAE","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Elite Academy can deliver its complete portfolio of professional training programs in Dubai. With a global business, aviation and services hub with excellent international accessibility, the destination suits both scheduled learning and tailored arrangements for organizations or individual professionals.\u003C\u002Fp>","\u003Cp dir=\"ltr\" style=\"text-align: left;\">As an Elite Academy training destination, Dubai provides access to our full portfolio rather than a city-specific set of specializations. The city is a global business, aviation and services hub with excellent international accessibility, creating a suitable environment for organizations developing their teams and for professionals attending independently. Upcoming scheduled courses are listed on this page, while any other Elite Academy program can also be requested for delivery in Dubai, subject to scheduling and delivery requirements. Explore the schedule or browse our training areas to find the right option.\u003C\u002Fp>",{"food":415,"places":424,"shopping":433,"experience":442},{"items":416,"title":423},[417,419,421],{"text":418},"Al Ustad Special Kabab",{"text":420},"Ravi Restaurant",{"text":422},"Arabian Tea House","Dining",{"items":425,"title":432},[426,428,430],{"text":427},"Burj Khalifa",{"text":429},"Al Fahidi Historical Neighbourhood",{"text":431},"Museum of the Future","Landmarks",{"items":434,"title":441},[435,437,439],{"text":436},"The Dubai Mall",{"text":438},"Mall of the Emirates",{"text":440},"Deira Gold Souk","Shopping",{"items":443,"title":450},[444,446,448],{"text":445},"Desert safari",{"text":447},"Abra ride on Dubai Creek",{"text":449},"Dubai Fountain show","Experience",{"image_url":287,"image_alt":452,"alt_text":287,"meta_title":453,"meta_description":454,"canonical_url":287,"schema_json":287,"include_in_sitemap":455,"robots_index":455,"robots_follow":455,"robots_advanced":287,"og_title":286,"og_description":454,"og_url":287,"twitter_card":456},"SeoMetadata image","Measuring Customer Satisfaction and Loyalty | Elite Academy","Many organisations run customer surveys every year yet cannot say which improvements would actually keep customers or why loyalty is falling.",false,"summary",[],[459,467,477],{"id":460,"name":461,"name_2":287,"slug":462,"schedule_slug":463,"start_date":318,"end_date":319,"days":289,"hours":290,"city_id":354,"city_name":355,"price":464,"country_name":465,"program_level":312,"program_type":311,"short_details":466,"featured":250,"upcoming":250,"relevance_score":250},609655,"Public-Sector and Government Service Excellence","public-sector-and-government-service-excellence","public-sector-and-government-service-excellence-in-paris",5500,"France","\u003Cp>Citizens now compare government services with the best digital experiences they use every day, yet many entities still measure activity instead of outcomes, handle complaints case by case and design services around internal structures. This programme gives public sector teams a practical method to design, deliver, measure and improve services that are simple, reliable and trusted.\u003C\u002Fp>",{"id":468,"name":469,"name_2":287,"slug":470,"schedule_slug":471,"start_date":472,"end_date":473,"days":289,"hours":290,"city_id":338,"city_name":339,"price":474,"country_name":475,"program_level":312,"program_type":311,"short_details":476,"featured":250,"upcoming":250,"relevance_score":250},609746,"Customer Relationship Management Strategies and Techniques","customer-relationship-management-strategies-and-techniques","customer-relationship-management-strategies-and-techniques-in-london","2026-11-01","2026-11-05",5900,"United Kingdom","\u003Cp>Winning a new customer usually costs more than keeping an existing one, yet many organisations treat all customers alike, lose valuable accounts without noticing, and use their CRM system as little more than a contact list. This programme gives practitioners the strategies and techniques to segment customers, build lasting relationships, handle complaints well and use CRM data to improve retention.\u003C\u002Fp>",{"id":478,"name":479,"name_2":250,"slug":480,"schedule_slug":481,"start_date":482,"end_date":483,"days":289,"hours":290,"city_id":32,"city_name":321,"price":409,"country_name":407,"program_level":312,"program_type":311,"short_details":484,"featured":250,"upcoming":250,"relevance_score":250},643254,"Advanced Customer Communication Skills: Strategies for Excellence","advanced-customer-communication-skills-strategies-for-excellence","advanced-customer-communication-skills-strategies-for-excellence-in-dubai","2026-11-08","2026-11-12","\u003Cp>\u003Cspan style=\"font-weight: 400;\">This course aims to enhance participants' customer communication skills at an advanced level, enabling them to foster strong customer relationships and handle complex customer interactions effectively.\u003C\u002Fspan>\u003C\u002Fp>","en",{"start_date":318,"city_id":287},{"data":488,"code":280,"status":281,"message":513},[489,493,497,501,505,509],{"id":490,"title":491,"slug":492},28,"Executive Leadership & Senior Management","executive-leadership-and-senior-management",{"id":494,"title":495,"slug":496},30,"Leadership Development","leadership-development-2",{"id":498,"title":499,"slug":500},29,"management skills","management-skills",{"id":502,"title":503,"slug":504},18,"Human Resources & Talent Management","human-resources-and-talent-management",{"id":506,"title":507,"slug":508},21,"finance and accounting","finance-and-accounting",{"id":510,"title":511,"slug":512},32,"risk, governance, and compliance","risk-governance-and-compliance","message.Categories have been retrieved successfully"]