Customer Service Quality Benchmarking
This course provides customer success leads with the fundamental statistical skills to benchmark service quality against industry standards. Learn to interpret customer interaction metrics to foster long-term service excellence and retention.
£410
Certified Customer Success Analyst
- Pass mark 70%
- Certificate on completion
- Verifiable public certificate ID
- English · available globally
Customer Service Quality Benchmarking: the short answers
- What is Customer Service Quality Benchmarking?
- This course provides customer success leads with the fundamental statistical skills to benchmark service quality against industry standards. Learn to interpret customer interaction metrics to foster long-term service excellence and retention.
- Who is Customer Service Quality Benchmarking for?
- It is pitched at Foundation level for Customer Success Leads working in Applied Statistics for Data Analysis, and is studied online from any country.
- How long does Customer Service Quality Benchmarking take?
- Around 26 hours of study, plus the assessed assignments and one applied project.
- How is the certification assessed?
- Every assignment and the final project are assessed automatically against the published criteria. The pass mark is 70%, and an item that does not pass can be resubmitted.
- What do I receive when I pass?
- Certified Customer Success Analyst, issued as a certificate with a unique ID that employers can check in the public certificate register.
- How much does it cost?
- £410 once, with no subscription.
What you will be able to do
- Calculate Net Promoter Score with confidence intervals
- Apply descriptive statistics to call center performance data
- Benchmark customer response times against industry norms
- Segment customer bases using churn propensity factors
- Design effective data-driven service quality reports
Written by Linda Miller, Customer Success Strategy Lead. Every submission is assessed automatically against the published criteria for Certified Customer Success Analyst, and the certificate is issued the moment the assessment is complete.
20 topics in this subject area
Each topic is written to be read on its own. Open a topic to read its description.
The curriculum for this course is being written. Sign in to start reading.
Course Builder
Prepare your assignments and one applied project in your own words and submit them here. The AI assesses each piece as soon as you submit it, and your certificate is issued immediately once the assessment is complete.
Sign in to read the topics, write your assignments and project, and receive your certificate the moment the AI assessment is complete.