Diploma in Experience KPIs and NPS in Mobility
Online postgraduate diploma of 800 hours in experience KPIs and NPS in mobility, structured in 8 modules covering customer experience in mobility, Net Promoter Score, complementary experience indicators, voice-of-the-customer programmes, statistical analysis and service quality measurement under EN 13816, with an assigned technical tutor.
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Run a real engineering trade-off from this field. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Map the customer experience in mobility services.
Calculate and correctly interpret NPS and its limitations.
Select complementary experience indicators.
Design voice-of-the-customer programmes that close the loop.
Statistically analyse the drivers of satisfaction.
Apply transport quality measurement according to EN 13816.
Turn experience results into action plans.
Who it's for
- Customer experience managers in mobility companies.
- Voice-of-the-customer analysts.
- Transport service quality specialists.
- Market researchers.
- Customer data analysts.
- Customer experience consultants.
- Engineering or science graduates looking to move into public transport.
What you'll work with
- EN 13816 (public passenger transport — service quality definition, targeting and measurement)
- ISO 10004 (customer satisfaction monitoring and measuring)
- ISO 10002 (complaints handling in organisations)
- EN 15140 (public passenger transport — measuring service quality)
- Regulation (EU) 2021/782 (rail passengers' rights and obligations)
- ISO 20252 (market, opinion and social research)
- Regulation (EU) 2016/679 (General Data Protection Regulation)
- Qualtrics XM
- Medallia
- Power BI
- Python
8 modules
1.1Players in the mobility ecosystem1.2Customer journey of a vehicle owner1.3Public transport passenger journey1.4Shared mobility user journey1.5Critical moments of the experience1.6Expectations by customer segment1.7Physical and digital experience1.8After-sales experience1.9Sector benchmarks1.10Workshop: journey of a car-sharing user
2.1Origin and rationale of NPS2.2Calculation and customer groups2.3Relational and transactional NPS2.4Wording the question2.5Open-ended reason question2.6Limitations and criticisms of the indicator2.7Benchmark values in mobility2.8Sampling and measurement frequency2.9Relationship between NPS and growth2.10Practical exercise: NPS with confidence intervals
3.1Customer satisfaction (CSAT)3.2Customer effort score3.3Repurchase and loyalty3.4Churn and retention rate3.5Complaints and claims3.6Service quality according to EN 138163.7Service punctuality and reliability3.8Accessibility indicators3.9Mobile app indicators3.10Case study: indicator dashboard of a bus operator
4.1Designing a voice-of-the-customer programme4.2Capture channels4.3Surveys at key moments4.4Social listening4.5Text analysis with AI4.6Closing the loop with the customer4.7Inner and outer action loops4.8Programme governance4.9Integration with the CRM4.10Lab: sentiment analysis of comments
5.1Satisfaction driver analysis5.2Regression and correlation5.3Topic detection in comments5.4Customer segmentation5.5Trends and seasonality5.6Significance of changes5.7Predictive churn models5.8Linking with operational data5.9Indicator visualisation5.10Practical exercise: NPS driver analysis
6.1Passenger satisfaction surveys6.2Mystery shopper technique6.3Expected, delivered and perceived quality6.4Public service contract indicators6.5Passenger rights under Regulation (EU) 2021/7826.6Satisfaction in stations and interchanges6.7Experience of persons with reduced mobility6.8Measurement in taxi and ride-hailing (VTC)6.9International operator benchmarks6.10Case study: satisfaction survey of a metro
7.1Prioritising improvement initiatives7.2Owners and action plans7.3Incentives linked to indicators7.4Internal communication of results7.5Employee experience7.6Return on customer experience7.7Experience committees7.8Risks of managing by indicators7.9Continuous service improvement7.10Workshop: action plan based on detractors
8.1Selecting the mobility service8.2Customer journey map8.3Defining indicators8.4Survey design8.5Data analysis plan8.6Experience dashboard8.7Service improvement plan8.8Programme governance8.9Report and presentation8.10Final project: final review with the tutor
How you'll learn
Training is 100% online on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. There are no fixed timetables: you progress at your own pace within the intake, so it can be combined with work.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is Qualtrics XM, Medallia, Power BI and Python, in free, academic or evaluation versions. Practical work is based on real procedures for passenger and customer satisfaction surveys, comment analysis with text techniques and the construction of experience dashboards. Assessment is continuous by module, plus the final project.
Standards covered: EN 13816, ISO 10004, ISO 10002, EN 15140, Regulation (EU) 2021/782, ISO 20252, Regulation (EU) 2016/679
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Where this takes you
Requirements
- Prior technical training or professional experience in the sector. No university degree is required.
- An internet connection and a computer capable of running the programme software.
- English sufficient to read technical standards.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme totals 800 hours over 6–8 months. You set your own pace within each intake, and your tutor helps you plan the workload around your job.
You work with Qualtrics XM, Medallia, Power BI and Python, using free, academic or evaluation versions. Your tutor indicates the free alternative wherever one exists.
A SEIUM Institute diploma, awarded on passing the continuous assessment and the final project. It is SEIUM's own qualification, not an official state degree; its recognition depends on the programme completed and the regulations of each country.
Yes. Modules passed are recognised in a higher programme in the same area (postgraduate diploma or master's). Ask about the recognition policy when you enrol.
Prior technical training or professional experience in the sector (no university degree required), a computer able to run the software and English sufficient to read technical standards.
Start dates are set by SEIUM's faculty for each intake. Our admissions team will confirm the next available date when you apply.
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