Creating and Leveraging Customer Surveys

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Rating: 4.7 out of 5 (4 ratings)
232 students
English [Auto]

Learn from someone who has implemented dozens of different types of surveys to augment competitive intelligence programs
Ability to contact instructor for assistance after course completion
Understand survey stats and facts from organizations
Best practices for question creation leveraging key performance indices
Question structure analysis
Qualitative and quantitative question structures
Defining call to action and timing of surveys
Survey frequency testing
Best practices for feedback analysis
Interpreting key indice trends
Implementing a closed-loop process


  • There are no prerequisites or requirements for this course besides a willingness to learn


In this competitive landscape, when everyone is trying to capture your customer’s attention and consumers are selective in engaging with brands, a well-designed and executed survey not only helps you get your customers mindshare, but also puts out the message that you care and need their critical input. Secondary research can be a critical addition to your primary research initiatives.

To provide excellent customer experiences, organizations must listen to their customers, and one of the primary means they have of doing so is through customer surveys. Such surveys, however, are of little use if their response rates are low (industry response rates hover below 10%). The response rate has a direct bearing on the usefulness of any survey.

This online course outlines some best practices an organization can employ to help generate survey effectiveness and increase response rates. In it you’ll find best practices for question creation, survey construction and execution, and feedback analytics. You’ll also learn about best practices for customer satisfaction, closed incident surveys, and key feedback reports. This course will identify all the critical aspects in creating, launching, and tracking a survey process as a means of capturing customer sentiment. Leverage these concepts in your organization today and fine tune your customer satisfaction surveys.

Who this course is for:

  • Individuals wishing to understand how to generate more productive and efficient customer surveys and elicit a higher response rate based on its structure

Course content

1 section9 lectures35m total length
  • Course Introduction
  • Chapter One
  • Chapter Two
  • Course Conclusion
  • Course Diagrams
  • Course Template - Customer Service Survey Example
  • Course Template - New Product Survey Example
  • Course Template - Restaurant Survey Example
  • Course Template - Retail Survey Example
  • Course Quiz: Creating and Leveraging Customer Surveys
    11 questions


Business Owner, Thought Leader, Author, Speaker, Strategist
Glen Brynteson
  • 4.3 Instructor Rating
  • 13 Reviews
  • 266 Students
  • 12 Courses

Glen Brynteson built his first professional services firm into a multinational consultancy by building unique solutions to clients’ unmet needs. Almost 20 years later, Mr. Brynteson has never stopped working to get closer to his customers to better understand their challenges and to identify solutions that work to complement the decision-making process. As CEO of Market Awareness, he provides strategic leadership for a company based on a dedication to personally serving the unique Voice of the Business (VoB) needs of companies seeking to outperform and outmaneuver their competition.

In 2012 Market Awareness' customers were asking for intelligence training solutions to rollout to their national and international teams. Seeing a massive gap in the intelligence education arena, Mr. Brynteson assembled an experienced team to create interactive training solutions based on their extensive experience on implementing those intelligence solutions for organizations. In 2014 he formed VoiceoftheBusiness Academy to provide Business Intelligence online certified training solutions.