Experiencia Cliente - Encuesta NPS (Net Promoter Score)

Develop a powerful NPS (Net Promoter Score) analysis capability for any business with this comprehensive course. You'll learn to pinpoint strengths and weaknesses to drive improvements in your service or product, ultimately enhancing customer experience.

This program provides a complete understanding of the NPS methodology and equips you with best practices for implementing NPS surveys. Discover how to identify root causes and leverage the valuable insights hidden within your NPS data.

This course is designed for individuals and multidisciplinary teams seeking to elevate customer experience and employee experience. It's ideal for:

• Leaders looking to improve organizational performance.
• Entrepreneurs focused on customer loyalty.
• Executives in departments directly or indirectly impacting the customer journey, including:
  • Marketing
  • Sales
  • Customer Service
  • Contact Center
  • Human Resources
  • Operations
  • Communications
  • User Experience (UX)

Learn everything about NPS in an easy-to-follow, dynamic format, spread across 4 modules with 100% online classes.

Course Schedule:

Module 1: Customer Experience & NPS Fundamentals

• Customer Experience (CX) Importance: Understand the core value of a positive customer journey.
• Customer Lifecycle: Map the stages of customer interaction.
• Introduction to NPS: A clear overview of what NPS is.
• NPS Origins: Explore the history and evolution of the NPS metric.
• Calculating NPS: Learn the formula and how to accurately determine your score.

Module 2: NPS Benchmarks & Survey Strategies

• NPS Benchmarks: Understand industry standards and how to compare your performance.
• Survey Models: Explore different survey designs and their effectiveness.
• NPS Advantages & Disadvantages: A balanced perspective on the strengths and limitations of NPS.
• Best Practices: Implement proven strategies for successful NPS surveys.
• Common Mistakes: Avoid these pitfalls to maximize your results.

Module 3: Analyzing NPS Data for Actionable Insights

• Who to Survey: Identify the right customer segments for optimal data.
• Response Rate Importance: Understand the significance of survey participation.
• Data Analysis Techniques: Learn how to interpret NPS results effectively.

Module 4: Root Cause Analysis & Closing the Loop with NPS

• Identifying Root Causes: Uncover the underlying reasons behind promoter, passive, and detractor scores.
• Closing the Loop: Develop strategies to address customer concerns and improve satisfaction.
• NPS Success Stories: Real-world examples of how companies have leveraged NPS for growth.

Final Exam