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How to Start Your Customer Feedback Program from Scratch
Module 1: Welcome to the course
Module 1 - What to expect
1.1 Introduction to the course (1:58)
1.2 Who is this course for? (1:10)
1.3 What you'll achieve by the end (1:25)
2.1 Course structure and navigation (1:22)
2.2 How to get the most out of this course (1:09)
Module 1 quiz
Module 1 feedback
Module 2: Introduction to customer feedback
Module 2 - What to expect
1.1 Direct, indirect, solicited and unsolicited feedback (4:17)
1.2 Quantitative vs Qualitative feedback (2:40)
1.3 Respondent psychology (5:49)
2.1 Why feedback matters (1:00)
2.2 Feedback in marketing (2:35)
2.3 Feedback in support (2:51)
2.4 Feedback in product (3:22)
3.1 Where feedback can come from (1:19)
3.2 Structured methods (2:56)
3.3 Unstructured methods (3:58)
3.4 Positive feedback (2:42)
3.5 Negative feedback (2:37)
3.6 Neutral feedback (2:53)
3.7 Putting it all together (2:18)
4.1 Overview of pitfalls (1:21)
4.2 Feedback that doesn't fit your goals (4:38)
4.3 Low response rate (4:00)
4.4 Lack of ownership (3:21)
4.5 Signal vs noise (3:09)
4.6 Collecting without closing the loop (2:50)
4.7 Trying to fix everything at once (2:37)
Module 2 quiz
Module 2 feedback
Module 3: Feedback foundations - methods, channels & metrics
Module 3 - What to expect
1.1 Different feedback methods (1:04)
1.2 Feedback collection foundations - Active feedback (1:11)
1.3 Feedback collection foundations - Passive feedback (2:11)
1.4 Feedback collection foundations - Format vs Channel (2:29)
2.1 Surveys (2:58)
2.2 Interviews and panels (1:39)
2.3 In app surveys and intercepts (1:34)
2.4 Public sources (1:34)
3.1 NPS® (4:12)
3.2 CSAT (3:17)
3.3 CES (2:13)
3.4 Other useful metrics (4:16)
4.1 Matching format to channel (4:00)
4.2 Mapping feedback to the customer journey (5:07)
Module 3 quiz
Module 3 feedback
Module 4: Feedback program's foundation
Module 4 - What to expect
1.1 What is a feedback program and what isn't (3:04)
1.2 Setting intentional feedback goals (3:28)
1.3 Ownership & stakeholders (3:23)
2.1 How feedback should flow (2:53)
2.2 Mapping feedback stages across the journey (2:03)
2.3 Choosing the right feedback tool (3:57)
2.4 Feedback workflows in action (5:26)
3.1 Activate with a high-impact starting point (3:07)
3.2 Create a sustainable feedback cadence (3:29)
3.3 Evolve your program over time (3:15)
Module 4 quiz
Module 4 feedback
Module 5: Analyzing and closing the feedback loop
Module 5 -What to expect
1.1 Understanding qualitative and quantitative feedback (3:47)
1.2 Identifying trends and patterns in data (4:19)
1.3 Common mistakes when analyzing feedback (4:04)
2.1 How to prioritize feedback action items (4:13)
3.1 Why closing the feedback loop matters (3:02)
3.2 Ways to show customers their feedback matters (3:49)
Module 5 quiz
Module 5 feedback
Module 6: Scaling and optimizing
Module 6 - What to expect
1.1 Signs it's time to evolve your feedback strategy (4:11)
1.2 How to adapt feedback programs as your company grows (5:21)
2.1 How AI and automation improve feedback (3:20)
2.2 What not to do with AI (4:41)
3.1 How Skuola scaled feedback collection (2:54)
3.2 How Medscape embedded continuous feedback into product decisions (3:26)
Module 6 quiz
Module 6 feedback
Module 7: Best practices
Module 7 - What to expect
1.1 Why customers ignore surveys (2:19)
1.2 Tips to improve response rates (2:40)
2.1 How to get honest and actionable feedback (2:30)
2.2 Avoiding common data collection errors (2:31)
2.3 How sample size and timing affect quality (1:25)
3.1 How to encourage ongoing conversations (2:06)
3.2 Using incentives correctly (2:43)
Module 7 quiz
Module 7 survey
Certification Exam
Entire course assessment
Module 3 feedback
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