Five-day professional program. Approximately 25-30 training hours. Final agenda, language and delivery arrangements are confirmed in the proposal.

Course Overview

Translate customer evidence into prioritized service improvements.

This proposed five-day program develops a structured approach through case analysis, facilitated discussion and practical working documents. Participants adapt the learning to their organizational context and produce a final voice-of-customer insight report.

Learning Outcomes

Assess feedback purposes and listening channels.

Evaluate data coding and evidence quality.

Apply a structured approach to themes, journey issues and prioritization.

Develop recommendations for recommendations and feedback-loop ownership.

Prepare and present a voice-of-customer insight report.

Who Should Attend

Quality professionals, process owners, improvement teams and operational managers.

Relevant professional experience is recommended. Participant responsibilities and prerequisite knowledge are reviewed during scoping.

Training Methodology

Facilitated discussion, worked examples, anonymized case analysis, practical workshops, peer feedback and an applied final assignment.

Learning assessment may include a baseline discussion, review of working documents and a final presentation. Completion requirements are confirmed in the proposal.

Course Tools and Templates

Feedback purposes and listening channels working brief – proposed exercise document.

Data coding and evidence quality working brief – proposed exercise document.

Themes, journey issues and prioritization working brief – proposed exercise document.

Recommendations and feedback-loop ownership working brief – proposed exercise document.

Voice-of-customer insight report – proposed exercise document.

Delivery Requirements

Classroom, live online and in-house formats can be arranged by agreement. Venue, platform, language, timetable, trainer and materials are confirmed in writing.

A laptop may be needed for planning and analytical exercises. Required software, access and prerequisite skills are agreed before delivery.

Course Customization

The proposed five-day agenda can be adapted to the participant group, sector and organizational objectives. Dates, fees, delivery suitability and final activities are confirmed in the written proposal.

Course Outline

Proposed sequence, subject to the agreed training proposal.

Day 1 – Feedback purposes and listening channels

Define the context, assess current practices and identify the key decisions relating to feedback purposes and listening channels.

Practical output: Feedback purposes and listening channels working brief

Day 2 – Data coding and evidence quality

Interpret sample information, compare suitable approaches and document assumptions for data coding and evidence quality.

Practical output: Data coding and evidence quality working brief

Day 3 – Themes, journey issues and prioritization

Apply structured tools to an anonymized case and develop recommendations for themes, journey issues and prioritization.

Practical output: Themes, journey issues and prioritization working brief

Day 4 – Recommendations and feedback-loop ownership

Review responsibilities, risks and follow-up measures through a practical exercise on recommendations and feedback-loop ownership.

Practical output: Recommendations and feedback-loop ownership working brief

Day 5 – Customer insight workshop

Integrate the course learning into a practical assignment on customer insight workshop; present recommendations and an implementation roadmap.

Practical output: Voice-of-customer insight report