Measuring & Managing Customer Satisfaction 20[M] Ed.

Group: Tools
Length: 180 days
CEUs*: 0.9
Tuition: $209.00
*CEU = Continuing Education Unit

The Measuring and Managing Customer Satisfaction course is designed to provide knowledge of how to measure customer satisfaction and manage a customer satisfaction system. The class not only focuses on how to meet ISO 9001 requirements, but also how to use the system to increase in profits and revenues. The course will cover the three tools required by ISO 9001: 1) customer needs assessment, 2) customer satisfaction surveys, and 3) complaint systems.  Discover what “customer satisfaction” really means and write your own customer satisfaction plan.  The course will help you ask the right questions of the right people in the right way at the right time and how to turn data into action.

This Measuring and Managing Customer Satisfaction course is intended for those interested in satisfying the customer and learning the meaning of satisfaction ratings. The course consists of a series of lessons, illustrations, diagrams, examples, supplemental handout information, interactive exercises and quizzes. A handy desk reference is included with the course as a printable pdf file. Successful completion of the course will result in a certificate with 0.9 CEUs (9 contact hours) that can be used to meet ASQ certification continuing education requirements or to meet requirements for other organizations requiring on-going education. The subscription length is 180 days plus one free 30-day subscription extension, if needed.

Learning Outcomes
Upon the completion of this course, you will be able to:

  • apply techniques in customer needs interviews
  • design good surveys
  • determine areas needing action
  • link customer satisfaction and ISO 9001 requirements
  • critique surveys
  • write decision-friendly customer sat reports
  • prepare a customer satisfaction plan
  • determine when to measure customer satisfaction
  • use data for improving organizational performance and profit


As an IACET Authorized Provider, JP Russell Learning Center offers CEUs for its programs that qualify under the ANSI/IACET Standard. Note: IACET is the International Association for Continuing Education & Training and CEUs are Continuing Education Units.