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Tricia Bagley
and
Freedom Learning Group
By the end of this project, you will be able to confidently analyze survey data by generating Net Promoter Score analytics to help understand and communicate the state of the overall Customer Experience (CX).
To do this, you will gain hands-on experience leveraging the visualization tools in the Miro online visual collaboration platform for teamwork.
Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions.
Register for this course and see more details by visiting:
OpenCourser.com/course/jmdrfg/net
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Develops foundational skills in visualizing and communicating survey data using Miro
Provides hands-on training in data analysis and interpretation through the Net Promoter Score (NPS) metric
Suitable for learners based in North America, making it regionally relevant
Targeted towards individuals seeking to improve their CX understanding and analysis capabilities
Leverages Miro's online collaboration platform, fostering teamwork and collective learning
Save this course
Save Net Promoter Score (NPS) and Sentiment Analysis in Miro to your list so you can find it easily later:
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Reviews summary
Miro, nps approach
This 2-hour course consists of basic instruction on using the Miro online visual collaboration platform to implement Net Promoter Score (NPS) and sentiment analysis. Students who are already familiar with Miro may find this course to be either too simple or of little value. Those who are new to Miro may appreciate the opportunity to practice using the platform.
Best for those new to Miro
".... More of how to use Miro to make nice slides with already given NPS data."
Very basic intro to NPS & sentiment analysis
".... I wanted to learn more about how to think about using NPS. This class did not cover that."
Focuses on Miro usage for NPS/sentiment analysis
".... There was nothing really special shown about Miro and NPS. It just used Miro as a visualization tool."
Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Net Promoter Score (NPS) and Sentiment Analysis in Miro with these
activities:
Review customer experience (CX) concepts
Show steps
Recall key CX concepts to establish a solid foundation for the course.
Browse courses on
Customer Experience (CX)
Show steps
-
Revisit definitions of CX, customer satisfaction, and customer loyalty.
-
Review different frameworks for understanding CX, such as the Customer Journey Map.
-
Recall key drivers of CX, such as product quality, service quality, and communication.
Explore Miro's visualization tools
Show steps
Familiarize yourself with Miro's capabilities to enhance your visualization skills.
Show steps
-
Follow interactive tutorials on Miro's website.
-
Experiment with different templates and tools for visualizing data.
-
Attend a live webinar or workshop on Miro's advanced features.
Analyze sample survey data
Show steps
Develop analytical skills by practicing on real-world CX data.
Show steps
-
Access sample survey datasets provided by the course.
-
Calculate NPS scores using provided formulas.
-
Identify trends and patterns in the data using visualization tools.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Collaborate on a CX case study
Show steps
Engage with peers to discuss real-world CX scenarios and share insights.
Show steps
-
Form small study groups with classmates.
-
Select a case study from the course materials or industry examples.
-
Analyze the case study and identify key CX challenges and opportunities.
-
Discuss findings and develop recommendations in group sessions.
-
Present group findings and recommendations to the class.
Attend a CX industry event
Show steps
Network with professionals and learn about best practices in CX.
Show steps
-
Research upcoming CX conferences, meetups, or workshops.
-
Attend an event and engage in discussions with speakers and attendees.
-
Exchange contact information with industry professionals.
Develop a sample CX improvement plan
Show steps
Apply your understanding of NPS and visualization to create a practical CX improvement plan.
Show steps
-
Identify areas for improvement based on your data analysis.
-
Develop specific action items and timelines for improvement.
-
Create a visual representation of the improvement plan using Miro.
Develop a portfolio of CX deliverables
Show steps
Showcase your CX skills and knowledge by creating a portfolio of deliverables.
Show steps
-
Compile a portfolio that includes your CX improvement plan, case study analysis, and other projects completed during the course.
-
Seek feedback from peers, instructors, and industry professionals.
-
Refine and update your portfolio based on feedback.
Review customer experience (CX) concepts
Show steps
Recall key CX concepts to establish a solid foundation for the course.
Browse courses on
Customer Experience (CX)
Show steps
Show steps
Show steps
- Revisit definitions of CX, customer satisfaction, and customer loyalty.
- Review different frameworks for understanding CX, such as the Customer Journey Map.
- Recall key drivers of CX, such as product quality, service quality, and communication.
Explore Miro's visualization tools
Show steps
Familiarize yourself with Miro's capabilities to enhance your visualization skills.
Show steps
Show steps
Show steps
- Follow interactive tutorials on Miro's website.
- Experiment with different templates and tools for visualizing data.
- Attend a live webinar or workshop on Miro's advanced features.
Analyze sample survey data
Show steps
Develop analytical skills by practicing on real-world CX data.
Show steps
Show steps
Show steps
- Access sample survey datasets provided by the course.
- Calculate NPS scores using provided formulas.
- Identify trends and patterns in the data using visualization tools.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Collaborate on a CX case study
Show steps
Engage with peers to discuss real-world CX scenarios and share insights.
Show steps
Show steps
Show steps
- Form small study groups with classmates.
- Select a case study from the course materials or industry examples.
- Analyze the case study and identify key CX challenges and opportunities.
- Discuss findings and develop recommendations in group sessions.
- Present group findings and recommendations to the class.
Attend a CX industry event
Show steps
Network with professionals and learn about best practices in CX.
Show steps
Show steps
Show steps
- Research upcoming CX conferences, meetups, or workshops.
- Attend an event and engage in discussions with speakers and attendees.
- Exchange contact information with industry professionals.
Develop a sample CX improvement plan
Show steps
Apply your understanding of NPS and visualization to create a practical CX improvement plan.
Show steps
Show steps
Show steps
- Identify areas for improvement based on your data analysis.
- Develop specific action items and timelines for improvement.
- Create a visual representation of the improvement plan using Miro.
Develop a portfolio of CX deliverables
Show steps
Showcase your CX skills and knowledge by creating a portfolio of deliverables.
Show steps
Show steps
Show steps
- Compile a portfolio that includes your CX improvement plan, case study analysis, and other projects completed during the course.
- Seek feedback from peers, instructors, and industry professionals.
- Refine and update your portfolio based on feedback.
Career center
Learners who complete Net Promoter Score (NPS) and Sentiment Analysis in Miro will develop knowledge and skills
that may be useful to these careers:
Market Research Analyst
Market Research Analyst
Market Research Analysts study market conditions to understand consumer needs and preferences. They gather and analyze data from various sources, including surveys, interviews, and focus groups. The Net Promoter Score (NPS) is a key metric used to measure customer satisfaction and loyalty. Sentiment Analysis is also used to analyze customer feedback and identify trends. This course provides hands-on experience with Miro, an online visual collaboration platform for teamwork. This will help you to effectively communicate your research findings and insights to your stakeholders.
Customer Success Manager
Customer Success Manager
Customer Success Managers are responsible for ensuring that customers have a positive experience with a company's products or services. They work closely with customers to understand their needs and resolve their issues. NPS is a key metric used to measure customer satisfaction. Sentiment Analysis can also be used to identify customer pain points and areas for improvement. This course will help you to develop the skills and knowledge needed to be a successful Customer Success Manager.
User Experience (UX) Researcher
User Experience (UX) Researcher
UX Researchers are responsible for understanding the needs and behaviors of users. They conduct research and testing to improve the user experience of products and services. NPS is a key metric used to measure customer satisfaction. Sentiment Analysis can also be used to analyze user feedback and identify areas for improvement. This course will help you to develop the skills and knowledge needed to be a successful UX Researcher.
Product Manager
Product Manager
Product Managers are responsible for the development and management of products. They work with engineers, designers, and marketers to bring new products to market and improve existing products. NPS is a key metric used to measure customer satisfaction and loyalty. Sentiment Analysis can also be used to gather customer feedback and identify areas for improvement. This course will help you to develop the skills needed to be a successful Product Manager.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to provide insights to businesses. They use statistical techniques and data visualization tools to identify trends and patterns. NPS is a key metric used to measure customer satisfaction. Sentiment Analysis can also be used to analyze customer feedback and identify areas for improvement. This course will help you to develop the skills and knowledge needed to be a successful Data Analyst.
Market Researcher
Market Researcher
Market Researchers study market conditions to understand consumer needs and preferences. They gather and analyze data from various sources, including surveys, interviews, and focus groups. NPS is a key metric used to measure customer satisfaction and loyalty. Sentiment Analysis is also used to analyze customer feedback and identify trends. This course will help you to develop the skills and knowledge needed to be a successful Market Researcher.
Business Analyst
Business Analyst
Business Analysts work with businesses to identify and solve problems. They use data analysis and problem-solving skills to improve business processes and operations. NPS is a key metric used to measure customer satisfaction. Sentiment Analysis can also be used to analyze customer feedback and identify areas for improvement. This course will help you to develop the skills and knowledge needed to be a successful Business Analyst.
Consultant
Consultant
Consultants provide advice and guidance to businesses on a variety of topics, including marketing, strategy, and operations. NPS is a key metric used to measure customer satisfaction. Sentiment Analysis can also be used to analyze customer feedback and identify areas for improvement. This course will help you to develop the skills and knowledge needed to be a successful Consultant.
Sales Manager
Sales Manager
Sales Managers are responsible for leading and motivating sales teams. They develop sales strategies and goals, and work with customers to close deals. NPS is a key metric used to measure customer satisfaction. Sentiment Analysis can also be used to identify customer pain points and areas for improvement. This course may help you to develop the skills needed to be a successful Sales Manager.
Marketing Manager
Marketing Manager
Marketing Managers are responsible for developing and executing marketing campaigns. They work with creative teams, media buyers, and other stakeholders to promote products and services. NPS is a key metric used to measure customer satisfaction. Sentiment Analysis can also be used to analyze customer feedback and identify areas for improvement. This course may help you to develop the skills needed to be a successful Marketing Manager.
Project Manager
Project Manager
Project Managers are responsible for planning, executing, and closing projects. They work with stakeholders to define project scope, timelines, and budgets. NPS is not typically used to measure project success, but Sentiment Analysis can be used to gather feedback from stakeholders and identify areas for improvement. This course may help you to develop the skills needed to be a successful Project Manager.
Operations Manager
Operations Manager
Operations Managers are responsible for the day-to-day operations of a business. They oversee production, inventory, and logistics. NPS is not typically used to measure operational success, but Sentiment Analysis can be used to gather feedback from employees and customers and identify areas for improvement. This course may help you to develop the skills needed to be a successful Operations Manager.
Human Resources Manager
Human Resources Manager
Human Resources Managers are responsible for the management of employees. They recruit, hire, and train employees, and develop and implement HR policies. NPS is not typically used to measure HR success, but Sentiment Analysis can be used to gather feedback from employees and identify areas for improvement. This course may help you to develop the skills needed to be a successful Human Resources Manager.
Financial Analyst
Financial Analyst
Financial Analysts analyze financial data to make investment recommendations. They use statistical techniques and financial models to assess the risk and return of investments. NPS is not typically used to measure financial performance, but Sentiment Analysis can be used to analyze investor sentiment and identify market trends. This course may help you to develop the skills needed to be a successful Financial Analyst.
Software Engineer
Software Engineer
Software Engineers design, develop, and test software applications. They work with programmers and other engineers to create and maintain software systems. NPS is not typically used to measure software development success, but Sentiment Analysis can be used to gather feedback from users and identify areas for improvement. This course may help you to develop the skills needed to be a successful Software Engineer, particularly if you are interested in working on customer-facing software applications.
For more career information including salaries, visit:
OpenCourser.com/course/jmdrfg/net
Reading list
We've selected 13 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Net Promoter Score (NPS) and Sentiment Analysis in Miro.
Save
The definitive guide to Net Promoter Score, this book provides a step-by-step framework for implementing and using NPS to measure and improve customer loyalty.
The foundational book on Net Promoter Score (NPS), providing insights and best practices for tracking and improving customer satisfaction.
Often cited as the foundational work for the experience economy, this book helps explore why customer experience is so important, and how to design and deliver exceptional experiences that will drive loyalty and growth.
This comprehensive guide to customer experience management provides a structured approach to designing, implementing, and measuring customer experience initiatives.
Save
A Nobel Prize-winning book on cognitive psychology, offering insights into human decision-making and biases.
A classic work on business innovation, discussing the challenges of disruptive technologies and their impact on customer experience.
Save
Explores the science behind memorable experiences, and provides practical advice on how to create moments that will build strong customer relationships.
Save
Examines the science and psychology of habits, providing insights into customer behavior and loyalty.
Provides techniques for managing emotions and building resilience, which is valuable for navigating challenges in customer experience.
Provides practical tools for effective communication and conflict resolution, valuable for managing customer interactions.
Covers data visualization principles and techniques, essential for effective presentation of NPS and sentiment analysis results.
Introduces machine learning concepts and algorithms, providing a foundation for understanding sentiment analysis.
Explores the emerging field of the experience economy, and provides a framework for understanding how businesses can create and deliver memorable experiences that will drive loyalty and growth.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/jmdrfg/net
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Time
2 hours
Via
Coursera
Institution
Coursera Project Network
Instructors
Tricia Bagley
Freedom Learning Group
Good to know
Develops foundational skills in visualizing and communicating survey data using Miro
Provides hands-on training in data analysis and interpretation through the Net Promoter Score (NPS) metric
Suitable for learners based in North America, making it regionally relevant
Targeted towards individuals seeking to improve their CX understanding and analysis capabilities
Leverages Miro's online collaboration platform, fostering teamwork and collective learning
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