Measuring Customer Satisfaction, Loyalty and Retention

Course Category:

  • Professional Development course


Maintaining customer satisfaction, loyalty and retention is integral in today's business world. This course answers the fundamental questions companies would need to know, such as: Are we measuring customer satisfaction the right way? What are the pitfalls in our current measurement systems? Why don't our standard customer satisfaction studies seem to work? How could we devise a customer satisfaction measurement system that is effective? What is value and how would we measure it? What contributes to customer retention? What research techniques should we use?

Major topics covered in this course include

  • Pitfalls of customer satisfaction measurement systems
  • Making customer satisfaction measurements work
  • 10 steps to creating a measurement system that works
  • Measuring customer value
  • Measuring customer loyalty
  • Measuring customer retention

Recommended Prerequisites

Suggested Audience

  Members seeking CMRP designation Client-Side Researcher Research Supplier    
  Little or no exposure   Less than 2 years experience 2-8 years experience 8+ years experience

Past Participant Comments

"The real-life examples used to link together concepts made the course very meaningful."

"(Chuck Chakrapani) was very well informed and eager to share information with participants."

"The handouts were very detailed and will make an excellent resource."

Location(s) Course Date(s) Registration
Toronto April 26, 2017 Through the MRIA Portal


  • Course Length: 1 Day
  • Check-in: 8:30 am
  • Classes: 9 am - 5 pm
  • Lunch will be provided
  • For terms and conditions, click here


The venue address will be sent to you as part of your course registration confirmation.

  Member Regular* Non-Member Regular* Member Student*

*Plus applicable taxes

MRIA courses and their administration are subsidized by members' fees. Therefore, members enjoy a reduced cost for courses.