NPS Satisfaction Rating
This e-learning course "NPS Satisfaction Assessment" will help you to better master this topic in a professional context.
This course aims to help you understand the strategic role of NPS.
The examples, scenarios and case studies are designed to be easily transposable into different professional contexts and types of organizations.
Prerequisites
No specific prerequisites are required to follow this course.
Target Audience
Managers, HR managers and employees concerned with the topic of "NPS satisfaction assessment".
Content
The course is structured into several complementary modules, combining theoretical input, practical exercises and interactive activities to facilitate the appropriation of concepts.
Training path
Measuring customer satisfaction to improve servicesIntroductory module of the "Customer Service & Customer Success" course, this content can also be followed independently to establish the essential foundations of NPS…Introductory module of the "Customer Service & Customer Success" course, this content can also be followed independently to establish the essential foundations of NPS evaluation.
Discover why the Net Promoter Score (NPS) is much more than just an indicator.
In an economic context where customer experience becomes a decisive lever for differentiation and growth, measuring customer satisfaction is no longer a choice but a strategy. This module offers you a concrete immersion into the foundations and sustainable benefits of the NPS approach, to better convince your stakeholders and structure your Customer Centric actions.
With a clear and stimulating educational format, you will learn to:
- Identify the strategic stakes of customer satisfaction for your company
- Understand why NPS is becoming an essential benchmark in the Customer Experience Manager's toolkit
- Transform a simple score into a management tool for retention, growth, and recommendation
- Initiate a culture of continuous improvement around the voice of the customer
- Become aware of the business impact of intelligent satisfaction management
This module is part of the "Customer Service & Customer Success" course, a structured path in 6 steps from fundamentals to practical application with a simulator.
You can also choose this module individually if your need is to raise your team's awareness of the vital importance of customer satisfaction.
Mastering the fundamentals of NPS to improve customer satisfactionWhy has NPS become an essential indicator for Customer Service & Customer Success teams?This module provides you with a clear and operational understanding of…Why has NPS become an essential indicator for Customer Service & Customer Success teams?
This module provides you with a clear and operational understanding of the key concepts of the Net Promoter Score (NPS), so you can finally know what this score really measures – and what it does not measure.
Through this independent module, you will learn to:
• Own the vocabulary of NPS (promoters, passives, detractors)
• Explain the method of calculating the score accurately
• Understand the origin of NPS and its uses in CX strategies
• Identify the limitations and biases of this metric to use it effectively
💡 This module can be taken alone or integrated into our complete course on the theme of Customer Service & Customer Success to go further, up to practical application via our post-NPS qualitative interview simulator.
The educational +:
This content also incorporates the major conceptual frameworks that make NPS a true indicator of customer loyalty and relational performance – useful for both Customer Experience Managers and those in quality assurance or customer listening roles.
Techniques to boost customer satisfaction and NPSStandalone module or integrated into the "Customer Service & Customer Success" pathwayHow to turn your NPS interviews into true levers for continuous improvement?This e-learning…Standalone module or integrated into the "Customer Service & Customer Success" pathway
How to turn your NPS interviews into true levers for continuous improvement?
This e-learning module provides you with the keys to fully leverage customer feedback, well beyond the traditional NPS score. Learn to structure your satisfaction interviews methodically to generate actionable insights, sustainably improve the customer experience, and increase loyalty.
Who is this module for?
This module is aimed at all Customer Experience Managers, as well as anyone involved in measuring customer satisfaction and loyalty strategy.
You will learn to:
• Strengthen the relevance of your NPS interviews by avoiding interpretation biases
• Ask the right qualitative questions to capture weak signals
• Identify concrete improvement levers from customer feedback
• Use the NPS method as a management tool, not just for reporting
• Adopt an active listening posture to enrich the customer experience at every interaction
Through realistic scenarios, you will practice these techniques in a simulated environment before applying them in the field.
This module can be taken alone or as part of our complete "Customer Service & Customer Success" pathway, dedicated to professionals looking to professionalize their approach to customer satisfaction and engagement.
Adapting NPS assessment to different customer contextsHow to refine your NPS measurement according to the client profile or the moment in the journey?You are already using the Net Promoter Score…How to refine your NPS measurement according to the client profile or the moment in the journey?
You are already using the Net Promoter Score (NPS), but you are wondering how to gain more nuanced, relevant insights? This module allows you to take a step forward: mastering the art of adapting the NPS evaluation according to client contexts, so you no longer settle for a simple score.
This module can be followed independently or integrated into the complete path “Customer Service & Customer Success,” dedicated to enhancing customer satisfaction at every touchpoint.
On the agenda:
- 3 interactive scenarios to practice adapting your questioning according to concrete cases: dissatisfied client, neutral client, loyal client.
- Concrete techniques to smoothly transition from quantitative to qualitative.
- An immersive final quiz to test your mastery of adaptation challenges.
- An engaging pedagogy, focused on immediate operational results.
This module is a must for any Customer Experience Manager looking to:
- Improve the relevance of their satisfaction measurements.
- Identify improvement levers in detail.
- Personalize their follow-up interactions with clients according to profiles.
Develop a more human, more suitable, and more useful NPS evaluation to evolve your products, services, and support.
Master quiz - NPS Satisfaction AssessmentDo you want to test your knowledge in Customer Service & Customer Success while having fun?This fun and stimulating module propels you into an…Do you want to test your knowledge in Customer Service & Customer Success while having fun?
This fun and stimulating module propels you into an interactive quiz inspired by the greatest television games. It can be taken independently or as the final module of a complete e-learning path dedicated to "Customer Service & Customer Success", particularly focused on mastering the NPS (Net Promoter Score).
The concept:
You start with a simple first question. With each correct answer, you advance through the levels, until you reach the 15th and final question.
Each question is related to the key fundamentals of NPS, customer relations, and customer satisfaction.
You have 3 lifelines to keep all your chances:
- The helping hand: eliminate two wrong answers
- The expert's insight: get a valuable hint to guide your answer
- The question change: move to a new question without penalty
3 safety nets ensure you never drop too low, even in case of an error.
The tone is serious and professional… but the approach remains 100% immersive and engaging, to maximize the retention of best practices in customer satisfaction.
At the end of the module, you will have:
- Consolidated your knowledge on NPS and satisfaction assessment
- Reviewed all the key concepts covered in the overall course
- Cultivated your analytical mindset and professional reflexes
An ideal tool to anchor knowledge with pleasure.
This module is particularly recommended for Customer Experience Managers, at the end or at the beginning of a skills development path.