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Organizational Effectiveness Through Feedback Management
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>> Customer Feedback Program Design -- A Workshop
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of Newly Scheduled Workshops.
We target areas where interest has been shown.
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 March 2-4, 2010 DubaiMarch 15-19, SingaporeMarch 23-24, Kuala LumpurApril 21-23, 2010, Wash. DCJune 21-23, 2010, ChicagoTBA Summer/Fall, 2010Customer Feedback Program Design Workshop
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for a Workshop
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Review our
Read our latest
newsletter article,
Read the proper use of different research methods for capturing effectiveness.
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 Contract Holder GS-02F-0126U
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From Workshop Attendees
Very appropriate & useful. I will be able to take the skills back to my organization and apply them immediately. Thank you for a great experience... This was the best course I have ever taken in terms of practicality and comprehension. Very thorough!
- Jeff Anthony,
PriceWaterhouseCoopers
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version of the
workshop description.
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View a short online presentation
summarizing the concept of surveying and outlining our courses.
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Provides targeted assistance on your survey questionnaire and project while helping you learn good survey practices.
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Need more than targeted survey consulting? Great Brook will design and execute a
Custom Survey Program
to meet your individual needs
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Get an experti's review of the feedback management processes in your organization for customers or other stakeholder groups --
or get a deep dive assessment of your survey program.
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Looking for self-help for
your survey project?
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Dr. Fred is a most engaging professional speaker. He has the unique ability to make analysis and survey instrument design appealing and understandable to the science challenged. The novice survey designer can learn to produce effective survey instruments under Dr. Fred's tutelage. The big mystery becomes how he makes the learning process of such dry material so fun & easy. Dr. Fred gently tickles the funny bone while he educates. He is truly a master survey design instructor and a pleasure to study under. Bravo!
Valerie Railey, US Courts Librarian, San Diego
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Thank you, Fred – for everything. Your workshop has been so beneficial even in the brief time since. In fact, I think I have already used every aspect of your training.
-- Donna Batten, The Institute of Internal Auditors
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Private On-site Survey Workshops are available at your company. This may prove more cost effective and deliver immediate value to your survey program as we build your survey instrument in class.
Please contact us for details.
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Would your local
professional association like
to sponsor a workshop?
Please contact Great Brook.
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The Customer Feedback Program Design Workshop
will teach you how to design a comprehensive program
to capture feedback from customers to apply to organizational improvement
to achieve greater customer retention.
You will learn how to create an architectural blueprint
for listening to the Voice of the Customer.
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At the conclusion of this 1-day customer feedback management class, you will know...
The elements of a customer feedback programHow to identify potential areas for feedback collectionThe different mechanisms for collecting feedbackWhere each feedback collection method makes the most senseHow to measure the value of a customer feedback programContents of this page
What you will learn in this survey training courseWho should attend this survey training classSurvey Workshop instructor, Dr. Fred Van BennekomSurvey Workshop logistics, including pricing & your post-class Questionnaire Review Follow these links for:
 Survey Data Analysis Workshop, a companion survey courseCustomer Feedback Program Design Workshop, a companion courseSurvey Workshop Webinar Series, learn the curriculum from the convenience of your office |
View a short presentation online about our Survey Workshop series.
(Sound will begin playing once the files load.)
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Overview of the Customer Feedback Program WorkshopCustomer retention is clearly critical in tough economic times when everyone is cutting back and looking for better options. But customer retention is more than marketing programs and price cuts. It should start with knowing how your customers feel about your organization's products and services and knowing what your customer needs are.
Are customers leaving and you don't know why?Do you have some customer surveys, but no one acts on the information?Building a comprehensive customer feedback program has many interconnected elements, and the most critical first step is selling the program to the decision makers who control the budget. Perhaps one functional area did a survey a few years ago and no one saw any value derived from it. Maybe senior management thinks gathering customer feedback is too expensive or that it isn't all that complicated so that someone should be able to do it in their “spare time” -- as if anyone has that these days.
But what does it take to create a customer-focused business?
Is an annual survey sufficient to retain customers? How can a company be sure it doesn't have a blind spot to its customer base? Should each functional area do its own thing so it owns the result or is a coordinated approach better? How can surveys done by different functional groups deliver different conclusions?Is Net Promoter Score ® the best approach? How much should be invested in such a program? And how can I sell a comprehensive program to senior management? This workshop will teach you how to build a comprehensive customer feedback program. We will present the value of a customer retention program and how to develop an ROI for such a program. Attendees will learn the elements of a customer feedback program, describing the different methods of collecting feedback, the pros and cons of each method, and where they should be implemented to provide feedback on your business processes and to generate a holistic approach to listening to customers and engaging them as ongoing, loyal clients.
The instructional method combines lectures and exercises to foster deep-seated learning -- and to foster group interaction that keeps the workshop an engaging experience.
To help ensure a high-quality experience, we limit the class size to 15 people. This allows for rich discussion and interaction among the participants and the instructor.
Who should attend the Customer Feedback Program Workshop? This feedback design workshop will prove invaluable for someone with overall responsibility for customer satisfaction, loyalty, and retention. The workshop provides its students the background, knowledge, tools, and critical thinking skills to design a successful feedback program. If surveys become one of the feedback tools you decide to apply, then consider taking our Survey Design Workshop and Survey Data Analysis Workshop. Those workshops teach the nuts and bolts of executing a survey project.
Course InstructorDr. Frederick Van Bennekom developed the curriculum for this course, and he has delivered his workshop to classes for more than a decade. Dr. Fred has extensive experience in conducting 
survey programs for clients, and he has a decade of grounded experience in Digital Equipment Corporation's customer service organization. He developed operational reporting systems for first- and second-level field management as well as metrics packages for senior field service management.
survey programs for clients, and he has a decade of grounded experience in Digital Equipment Corporation's customer service organization. He developed operational reporting systems for first- and second-level field management as well as metrics packages for senior field service management. Fred authored Customer Surveying: A Guidebook for Service Managers, and he has two decades of instructional experience as a professor at several Boston-area business schools teaching operations management. Fred currently teaches in the Executive MBA program at Northeastern University, Harvard University's Certificate in Management Program, and at Babson College. Read a more complete biography of Dr. Fred Van Bennekom.
Workshop LogisticsThe Customer Feedback Program Design Workshop is a one-day event. The class day typically runs from 8:30 am to 5 pm.
Workshop registration includes:
Workbook materialsA copy of Dr. Van Bennekom's book, Customer Surveying: A Guidebook for Service Managers, Lunch and refreshmentsA post-class consultation with Dr. Fred. Attendees also can purchase the Support Services Questionnaire Library for a 30% discount and avail themselves of discounts for our Survey Mentor and Survey Audit products.
Survey Workshop Pricing
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Customer Feedback Program Design Workshop -- one day only
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$ 695
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Combine this class with our Survey Design Workshop and Survey Data Analysis Workshops now or at a later time -- 4 days total.
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Total Cost: $2295
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Payment for the workshop is required in full prior to the workshop.
Discounts Available. We offer discounts for early registration and early payment, work colleagues of previous attendees, for those who have previously attended one of Dr. Fred's workshops, and for clients of our Survey Mentor and Survey Audit products. Please follow those links for details.
