Customer Experience (CX), Survey & NPS Analytics Across Industries

Instructor: Alaa Hady · Language: English or Arabic · Suggested duration: 1–2 days · Level: Intermediate to Advanced (Level 200–300)

Objectives

• Design a unified Voice of the Customer (VoC) data model combining relational NPS, transactional CSAT, Customer Effort Score (CES), and operational CRM data.
• Account for response bias, small sample sizes, and margin of error when comparing branches, products, or regions.
• Perform statistical key-driver analysis to quantify which operational improvements yield the highest CX lift and financial return.
• Combine structured survey scores with AI-driven text classification of open-ended customer feedback.

Outline and contents

1. Voice of the Customer (VoC) architecture: joining multi-question surveys (unpivoting survey responses cleanly) with customer demographics and operational transaction logs
2. Mastering CX metrics in DAX: Net Promoter Score (NPS), Top-2-Box CSAT %, Customer Effort Score (CES), and First Contact Resolution (FCR)
3. Statistical rigor in CX reporting: calculating Margin of Error for NPS, suppressing low-response segments (n < 30), and applying sample weighting
4. Journey touchpoint mapping: isolating friction across Onboarding, Purchase, Delivery, Billing, and Support
5. Driver & Impact Analysis: using correlation matrices and Key Influencers to prioritize high-impact, low-satisfaction drivers (Importance-Performance Matrix)
6. Unstructured Text Analytics: processing open-text verbatim comments using Fabric AI functions / Azure AI Language for theme extraction and sentiment scoring
7. Linking CX to Financial ROI: proving the connection between Promoter status, churn reduction, and expansion revenue
8. Hands-on Lab: Building an Enterprise VoC, Statistical NPS & Journey Driver Dashboard

Target audience

Customer Experience (CX) teams, market researchers, customer insights analysts, product managers, and service quality leaders.

Expected outcomes

Participants can build statistically defensible CX dashboards that link customer sentiment directly to operational root causes and financial retention outcomes.