Customer surveys and feedback
Ask good survey questions, calculate and read CSAT and NPS honestly, and turn feedback into changes customers can see.
- Level
- Intermediate
- Length
- About 45 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Write neutral, single-topic survey questions with balanced scales
- Calculate response rate, CSAT and NPS from survey results
- Explain the limits of small samples and low response rates when comparing results
- Group feedback into themes and plan follow-up that closes the loop with customers
Course outline
- 1.Customer surveys and feedbackVideo · 2 min
- 2.Choosing and writing survey questionsLesson · 14 min
- 3.Reading the results honestlyLesson · 14 min
- 4.Acting on feedback and closing the loopLesson · 13 min
- 5.Customer surveys and feedback: knowledge checkKnowledge check · 16 questions
- 6.Customer surveys and feedback: practical exerciseKnowledge check · 1 question
- 7.Final exam6 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- General customer-survey practice (question design, response rates, CSAT, NPS and effort measures, closing the loop)
- General customer-service and support practice (listening, de-escalation, ownership)
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.