Rethinking Your Customer Survey - On-Demand

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Rethinking Your Customer Survey - On-Demand

Whilst the vast majority of organisations undertake some form of customer survey, both the objectives for the research, and the methodology used to deliver on the objectives, differ wildly.  The reality is that effective customer satisfaction research will have a significant impact on organisational success in the short, medium and long term.

This course will help you understand what a makes great research programme and how following simple research design principles will maximise the outcomes from your survey.

Tell us about you

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What to expect from the course:

This course is an on-demand self-directed online learning course, consisting of:

  • Available to start straight away or on a date you choose

  • Video sessions covering the essentials of designing a successful customer research programme

  • Exercises to help you put your learning in to practice

  • Downloadable materials to complement the weekly videos

  • Dedicated online community to share knowledge and network

  • Email and telephone support from your tutor, Chris Elliott


We'll start with an introduction to why measuring customer satisfaction is so important and some of the mistakes organisations can make when designing customer research.

Chapter 1: Understand and Explore

  • Understand the key concepts of good research design

  • Appreciate the value of qualitative exploratory research and its role in identifying what is important to customers

  • Design and conduct qualitative research with your customers

Chapter 2: Measure and Track

  • Create quantitative customer surveys that measure and track your customers satisfaction all the time

  • Ensure that your customer research offers and accurate representation of your customer base through good sampling practice

  • Analyse the data collected so that it gives you a clear understanding of not only existing levels of satisfaction in your customers, but what their priorities for improvement will be.

Chapter 3: Beyond Customer Satisfaction

  • Appreciate why conducting research is not enough; why taking action on the results a so important

  • Understand the impact of communicating results effectively to both internal and external audiences

Structure of the course

The course consists of 3 chapters; each consisting of video lessons, community discussions, reading, activities, and quizzes to make sure you’re picking up what you need. We’ll provide resources for each chapter, and also point participants to useful material in books and online.

Once you've started your course, you will have access to all the chapters and complete these in your own time.

Each chapter contains between 30-60 minutes of video lessons and combined with the other learning content we'd recommend spending at least 1-2 hours per chapter. The time you spend on your tasks is up to you.

There will be a certificate of completion available once you have finished the course.


Support will be available from your tutor, Chris Elliott, through email and scheduled calls. Chris will be there to answer any questions you may have on the content on the course and discuss your learning.

There will also be a dedicated learner community available with regular discussion posts asking key questions and common challenges.

How long will I have access to the course?

All course content will remain available for 6 months following the start date of the course. We'll clearly communicate with you when you access is due to expire. You can view the full Terms and Conditions of our online training here.

How do I book?

This course is £250 (ex VAT) per delegate and is ideal fo you are looking to implement a new customer research programme or

Course Summary Video

"Excellent course covered in layman language. Very simple to follow with exercises to reinforce learning. Would highly recommend this training."

Online Course Learner Survey 2022

Your Tutor:

Chris Elliott

Client Manager @ TLF Research

Working for TLF Research for the last ten years, Chris believes that customer satisfaction research is really simple to do, but really easy to get wrong. It might be boring, but it really is all about the basics; great, actionable research about doing the ‘right’ things – asking the right questions, to the right people, in the right way. Chris has used this approach with the many clients he has worked with over the years, across many sectors, and has always promoted this approach apvia the many training course, webinars and seminars he has hosted over the years.

Outside of work, Chris is a keen golfer and a ‘middle aged man in lycra’ – i.e. keen cyclist.

Get in touch

Get in touch to find out more about our training courses and how we can help you gain an in-depth understanding of your customers today.

Which Course Is Right For Me?

You are currently viewing the page for the On-Demand version of this online course. However, there are 2 options available for this course, which one is right for you will depend on your learning style and how you would like to complete the course.

  1. Interactive - A structured course with a dedicated start date and chapters released on a weekly basis. You will be enrolled as a cohort of learners and have regular live sessions with your tutor and other learners, benefitting from peer to peer interaction and networking.

  2. On-Demand - Available straight away, or on a date you choose, this will allow you to learn at your own speed. You have access to the entire course once you've been enrolled and can complete the course in your own time. You will still have tutor support available via email and phone.

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