Measuring Customer ExperienceLaajuus (5 cr)
Code: LI00BI65
Credits
5 op
Teaching language
- English
Objective
The student is able to
- choose customer experience metrics suitable for set objectives
- plan and implement customer experience measurement
- utilise the data gathered on customer experience to develop business operations
Enrollment
19.11.2021 - 14.01.2022
Timing
24.01.2022 - 30.04.2022
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lahti Campus
Teaching languages
- English
Seats
0 - 25
Degree programmes
- Complementary competence and optional courses taught in English: Bachelors
- Complementary competence and optional courses, Bachelors
Teachers
- Pasi Tiihonen
Scheduling groups
- Luennot 1 (Size: 0. Open UAS: 0.)
Groups
-
LLABTO22H
-
LLTIEX22K2
-
LLTIEX22K1
Small groups
- Luennot 1
Learning outcomes
The student is able to
- choose customer experience metrics suitable for set objectives
- plan and implement customer experience measurement
- utilise the data gathered on customer experience to develop business operations
Implementation and methods of teaching
(update) Course will be 100% online. There will be some sessions that students should partisipate
Contact sessions and independent working. Team assignments and some individual tasks. Work is mostly done in teams. Reflecting and dialogue about work done is big part of the course.
Timing and attendance
Participating to all contact sessions is not mandatory, there will be some presentations etc. when participation is needed.
Learning material and recommended literature
All material will be available online
Contents
Learning objectives of the course
The student is able to
- choose customer experience metrics suitable for set objectives
- plan and implement customer experience measurement
- utilize the data gathered on customer experience to develop business operations
Principles and challanges of measuring customer experience, different ways to measure and set metrics, test and "validate" meaning of measurements (and utilize the data). Plan and carry out measurents.
Assessment criteria
Grading and assesment will be based on returned work and self and peer evaluations.
Assessment scale
1-5
Failed (0)
The student is unable to perform as a member of a team. Solutions provided by the team are not appropriate as solutions to the provided problem.
Assessment criteria: level 1 (assessment scale 1–5)
Student
C1 ... is able to act as a member of the team.
B3 ... can describe the basis, needs and justifications for their actions
C3 ... displays that he has researched and studied the problem provided to the team
Assessment criteria: level 3 (assessment scale 1–5)
The student...
C1 ... is able to act as a goal oriented member of the team.
B3 ... can research and define the basis, needs and justifications for their actions
C3 ... can suggest solutions to the problem provided to the team
Assessment criteria: level 5 (assessment scale 1–5)
The student...
C1 ... is able to act as an organizing member of the team.
B3 ... can compare multiple solutions to a problem and take a justified course of action accordingly
C3 ... can solve the problem provided to the team in a fitting manner