Customers rarely complain before they leave, so organisations that only count calls answered or tickets closed miss the real story of service quality. A disciplined measurement system shows what customers experience, why they stay or defect and where fixes will pay back. Five days teach you to build that system, from defining service standards and journey touchpoints to choosing indicators and setting targets that frontline staff accept.
You design and test surveys for Net Promoter Score, customer satisfaction and customer effort, plan mystery shopping and call monitoring, analyse complaints and social media feedback, and apply SERVQUAL gaps and customer journey mapping. Further sessions cover sampling, response rates, basic statistics, dashboards, root cause analysis and closing the loop with customers. Customer care managers, quality assurance officers, contact centre leaders, branch managers, M&E staff and public service delivery units in banks, telecoms, utilities, hospitals and government agencies will gain usable tools. Delivery is classroom, online or in-house, with a CPD-accredited certificate. Afterwards you can launch a service scorecard, brief executives on drivers of dissatisfaction and track whether improvements work.
Service has become the main way many organisations differentiate themselves, particularly where products and prices are similar. Mobile-first customers share good and bad experiences instantly, and public institutions face growing demands for demonstrable service standards. Yet in many organisations feedback is anecdotal, surveys are poorly designed and results never lead to action.
This programme applies monitoring and evaluation discipline to the customer experience. Participants start with a results framework linking service standards, customer journeys and outcome indicators. They then learn the main measurement tools, including transactional and relationship surveys, mystery shopping, call and chat quality monitoring, complaint analysis and digital feedback, and how to sample, analyse and interpret each properly. The programme progresses to diagnosing root causes, reporting through scorecards and dashboards, and designing improvement cycles that close the loop with customers and staff.
Sessions are workshop based. Delegates build a measurement plan, draft questionnaires, analyse a prepared dataset and produce a scorecard and improvement plan that can be applied directly to their own service environment. Examples are drawn from banking, health, telecoms and public service counters.
By the close of the course, participants will be able to:
Participants return to work with:
The format keeps measurement tied to everyday service realities. Delegates take part in:
Day 1: Service Standards and Results Frameworks
Day 2: Survey Measurement
Day 3: Observation and Interaction Monitoring
Day 4: Complaints, Feedback and Data Analysis
Day 5: Reporting, Improvement and Learning
This course is for people who deliver, measure or oversee service, including:
Participants who complete the programme and its workshops receive a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy.
Upcoming cohorts
CPD-Accredited
Official invoice & confirmation letter provided
Team discount for 3+ seats
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Everything you need to know about this course before you register.
By the end of the Monitoring and Evaluation of Customer Service & Experience programme, you'll be able to build a results framework linking service standards to customer outcomes, map customer journeys and identify the touchpoints that matter most, design valid surveys for nps, csat and customer effort, and plan and run mystery shopping and service quality monitoring. The full breakdown of topics is covered session by session in the Course Outline tab above.
This course is for people who deliver, measure or oversee service, including: Customer experience and customer care managers, Quality assurance and service standards officers, Contact centre team leaders and supervisors, Branch and retail network managers, Monitoring and evaluation officers working on service delivery, Citizen service and complaints officers in government, Marketing and market research professionals, and Hospital, utility and telecom customer relations staff.
Monitoring and Evaluation of Customer Service & Experience Training Course typically runs as 5 Days. It's available as in-person classroom, live virtual, and in-house corporate training — every course can also be delivered on-site for your team on dates that suit you.
Monitoring and Evaluation of Customer Service & Experience Training Course is scheduled in-classroom in Nairobi, Kenya, Mombasa, Kenya, Naivasha, Kenya, and Kisumu, Kenya, and 14 other locations, plus a live interactive virtual classroom you can join from anywhere. Check the schedule panel above for exact upcoming dates and fees in each location.
The next live virtual cohort of Monitoring and Evaluation of Customer Service & Experience starts October 26, 2026, with new classroom cohorts also running on a rolling basis. Pick a date and location in the schedule panel above, then click "Register for the Course" — it takes a few minutes and your seat is confirmed once payment or a signed purchase order is received.
Yes — delegates who meet the attendance requirement receive a Certificate of Completion for Monitoring and Evaluation of Customer Service & Experience Training Course from Vision Reach Global Consultancy, issued in the name you register with, so double-check the spelling at checkout.
Monitoring and Evaluation of Customer Service & Experience Training Course is pitched at intermediate professionals. If you're unsure whether it's the right fit for your current role or background, message our training advisors before you register and they'll help you confirm.
Fees for Monitoring and Evaluation of Customer Service & Experience Training Course vary by delivery location and format and are shown in real time in the schedule panel above once you pick a date. Register 3 or more delegates on the same course together and a 5% team discount is applied automatically — larger cohorts can request a custom corporate quote.
Yes — Monitoring and Evaluation of Customer Service & Experience Training Course can be delivered on-site at your offices (or virtually for distributed teams), with case studies and examples tailored to your industry and the specific challenges your team is working through. Switch to the "In-House" tab in the schedule panel above to request a proposal.
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