Global

Measuring customer satisfaction and brand health: From survey design to action

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 10 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
40 min
Lessons
6 lessons
Frequency
When a team launches its first satisfaction or brand survey
Last reviewed
21 Oct 2026
Designing fair surveys
What would you do?

A draft brand survey is sent to 40 customers on the mailing list

Try it: this is one of 18 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

  • 6 lessons, about 40 minutes
  • Sorting activity, scenario, tabs, flashcards and quizzes
  • 11-question final check, 80% to pass

Live session deck

An AhaSlides presentation to run after the course, in person or online.

  • 10 slides
  • Quiz, word cloud, poll, scale slides
  • A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

  • Post-course feedback, about 2 minutes
  • 30-day check-in
  • Anonymous by default
  • Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

IDObjectiveSourceWhere it's covered
TO 296.0Achieve ≥ 80% on the final assessment-Whole course
SO 296.1Explain what satisfaction, loyalty, awareness and purchase intent each measure, and what they do notBest practiceWhole course
SO 296.2Choose a metric that fits a business question, including when loyalty falls while satisfaction stays flatBest practiceWhole course
SO 296.3Spot leading, loaded, double-barrelled and unclear survey questions and rewrite themBest practiceWhole course
SO 296.4Judge whether a sample is large and representative enough to act on, and say how sure you areBest practiceWhole course
SO 296.5Describe how a voluntary satisfaction-monitoring framework structures planning, collection, analysis and follow-up + your infoISO 10004:2018 and ISO 9001:2015 clause 9.1.2 [unverified] (voluntary frameworks)Whole course
SO 296.6Report results with a clear recommendation and close the loop with customers and colleaguesBest practiceWhole course

Your part: what a template can't do for you

  • Your workplace details: fill in the 10 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 40 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

Why a good score can hide a bad year

3 pages

7 min
Before you beginNoteList
The happy dashboardTextImage
What is missing?ChecklistKey factQuiz
2

Choosing metrics: satisfaction, loyalty, awareness and intent

3 pages

7 min
Four questions, four metricsTabs
Which metric fits?Sorting activity
CheckFlashcardsMatching quiz
3

Designing fair surveys

3 pages

7 min
Four wording trapsAccordion
Good or poor?Sorting activity
Who answered?ScenarioQuiz
4

Frameworks, reading results and grey areas

3 pages

7 min
A voluntary framework in briefProcessYour infoNote
Loyalty down, satisfaction flatScenarioQuiz
Small and skewedSorting activityMatching quiz
5

Turning results into action

3 pages

7 min
Report so people can actTabs
Close the loopTimeline
Raise a concernScenarioYour infoNoteMulti-select quiz
6

Final assessment

Assessment

5 min
Final check11 questions80% to passCompletion page

Live deck and surveys

10 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle, agenda, "bring one survey question you doubt" (speaker notes carry the template page URL)
Word cloudWhat one word describes how customers feel about us?
PollHow do you measure satisfaction today?
ContentSatisfaction, loyalty, awareness and purchase intent as four questions; the four wording traps
QuizHow much did you love our helpful team?" What is wrong? (It is leading and loaded ✔ · It is too long · It is open-ended · It is fine)
QuizLoyalty falls while satisfaction stays flat. First step? (Segment by customer type and read comments ✔ · Replace the metric · Declare no change · Delete the loyalty question)
Content · customiseOur metrics, framework and report format: {{QUALITY_OR_CX_FRAMEWORK_LINK}}, {{REPORTING_CALENDAR}}
ScaleHow confident are you interpreting survey results?
Open-ended / Q&AA result you were unsure how to report
Content · customiseClosing {{HELP_CONTACT}}, {{SURVEY_2_URL}}, {{COURSE_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. Which tool will you apply first? multiple choice
  6. How confident are you spotting a leading question? 1-5 scale
  7. What support do you need to embed regular measurement? multiple choice
  8. I feel safe reporting a result that is unwelcome. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find the survey templates and reporting standards? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

10 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

  • The organisation's satisfaction-monitoring or quality procedure, if it has adopted one{{QUALITY_OR_CX_FRAMEWORK_LINK}}
  • When results are reported and to whom{{REPORTING_CALENDAR}}
  • Who to ask and how to raise a concern about a result or its handling{{HELP_CONTACT}}
  • Who to ask and how to raise a concern about a result or its handling{{ESCALATION_ROUTE}}
  • The organisation's research and data-use policy{{POLICY_LINK}}
  • Completion record, surveys, course and next step{{LMS_OR_RECORD_SYSTEM}}
Show all 10 fields
  • Completion record, surveys, course and next step{{SURVEY_1_URL}}
  • Completion record, surveys, course and next step{{SURVEY_2_URL}}
  • Completion record, surveys, course and next step{{COURSE_URL}}
  • Completion record, surveys, course and next step{{NEXT_COURSE_LINK}}

FAQ

Common questions

Can I run measuring customer satisfaction and brand health: From survey design to action training online?

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

How often is this training needed?

When a team launches its first satisfaction or brand survey, before a reporting cycle, and when scores move and nobody can say why.

Who needs this training?

CX, brand and insight teams, plus marketing managers who commission or interpret customer surveys; variant for regional and association marketers; run by L&D with CX, brand, insight and quality teams.

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

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Last reviewed: 21 October 2026Templates are a starting point, not legal advice.

Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck