Customer Experience (CX) & Survey Design: Quantifying CX and User Sentiment
- Analytics & Tech
This programme is conducted on-campus.
3 days
Weeknights (6.30pm - 10.45pm)
Saturday (9am - 6.15pm)
Singapore Management University
Who Should Attend
- Product Owners
- User Experience (UX) Professionals
- User Interface (UI) Professionals
- Data Analysts
- Business Leaders
- Experts in User-Centered Methodologies
- Specialists in Advanced Analytics
- Agile Strategy Practitioners
- Innovation Drivers
- Team Leaders in Competitive Markets
Overview
Explore the various types of questionnaires, sampling methods, and research instruments, equipping participants with the skills needed to gather actionable insights. Participants will also explore metrics like Customer Satisfaction (CSAT) and Customer Effort Score (CES), understanding how to align them with broader business objectives and use feedback to drive actionable results.
Learning Objectives
- Select appropriate Customer Experience (CX) metrics (Net Promoter Score, Customer Satisfaction Score, Customer Effort Score) aligned with strategic goals
- Design bias-free questionnaires using proven psychometric techniques
- Analyse survey data to identify customer sentiment and prioritise improvement
- Implement continuous measurement frameworks to monitor experience over time
Assessment
As part of the requirement for SkillsFuture Singapore, there will be an assessment conducted at the end of the course. The mode of assessment, which is up to the trainer’s discretion, may be an online quiz, a presentation or based on classroom exercises.
Participants are required to attain a minimum of 75% attendance and pass the associated assessment in order to receive a digital Certificate of Completion issued by Singapore Management University.
Calculate Programme Fee
Fee Table
| COMPANY-SPONSORED | |||
|
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
|
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$784.80 (After SSG Funding 70%) |
$304.80 (After SSG Funding 70% |
$784.80 (After SSG Funding 70%) |
|
Singapore Citizen ≥ 40 years old |
$304.80 (After SSG Funding 70% |
$304.80 (After SSG Funding 70% |
$304.80 (After SSG Funding 70% |
|
International Participant |
$2,616 (No Funding) |
$2,616 (No Funding) |
$2,616 (No Funding) |
All prices include 9% GST
Please note that the programme fees are subject to change without prior notice.
SkillsFuture Level-Up Programme for Mid-Career Individuals
A SkillsFuture Credit (Mid-Career) top-up of $4,000 will be provided to Singaporeans aged 40 years and above to further offset out-of-pocket course fees for this programme.
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
SkillsFuture Credit
Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual).Workfare Skills Support Scheme
From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Company Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees are eligible for ETSS funding only if their company's SME status is approved prior to the course commencement date. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Companies who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)
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