Measure Customer Satisfaction and Recommend Corrective Action Training

Learning Outcomes

• Apply appropriate measurement tools to gather customer satisfaction data within a business unit.
• Analyze collected data to identify trends, gaps, and areas for improvement.
• Evaluate the impact of customer satisfaction levels on business performance.
• Design corrective action plans based on findings and stakeholder input.
• Implement corrective actions and monitor their effectiveness.
• Demonstrate the ability to communicate recommendations clearly to relevant stakeholders.

Target Audience

This course is designed for team leaders, supervisors, and customer service managers responsible for monitoring and improving customer satisfaction in their business units.

Prerequisites

None — open enrollment.

Course Outline

Practicals

Overview

Practical sessions allow learners to apply measurement and corrective action techniques in simulated or real-world scenarios. Learners will design surveys, collect data, analyse results, and develop corrective action plans, reinforcing theoretical knowledge through hands-on practice.

Practical Activities

• Survey Design and Data Collection — Learners design a customer satisfaction survey for a given scenario, then collect data from peers or simulated respondents. (6h)
• Data Analysis and Interpretation — Using collected data, learners perform basic statistical analysis, create visualisations, and identify key satisfaction drivers and issues. (6h)
• Root Cause Analysis and Corrective Action Planning — Learners conduct root cause analysis on identified issues and develop a detailed corrective action plan with SMART objectives. (6h)
• Presentation and Evaluation — Learners present their findings and corrective action plan to the group, receive feedback, and evaluate the effectiveness of their proposed actions. (6h)

Summatives

Each delegate is assessed continuously throughout the course via daily exercises, scored practical assignments, and a final summative test at the end.

Practical Assignments — 30%

Practical assignments are observed and scored against a rubric during the practical sessions. Each delegate's practical mark is averaged into a single 100% score and contributes 30% to the final total.

Daily Exercises — 20%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 20% to the final total.

Final Test — 50%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 50% to the overall mark.

Final Total

Component	Out of	Weight
Practical Assignments (rubric-scored)	100%	30%
Daily Average (multiple choice)	100%	20%
Final Test (multi-answer multiple choice)	100%	50%
Final Total	—	100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

How it works

• Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
• Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
• You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
• If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.

Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates	Discount
5	3% off
10	6% off
15	9% off
20	12% off
25	15% off
30	18% off
50	30% off
75	35% off
100	40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.