Diploma in Experience Measurement (NPS/CES) and Moments of Truth
Online postgraduate diploma of 800 hours in experience measurement (NPS/CES) and moments of truth. 8 modules covering customer experience fundamentals, journey mapping and moments of truth, survey design, NPS, CES and CSAT metrics, text and speech analytics, linking experience to business outcomes, closed-loop feedback and CX programme governance, with an assigned technical tutor.
Diploma in Experience Measurement (NPS/CES) and Moments of Truth — studying from Malta
Malta's healthcare system relies on public hospitals alongside a growing private sector, creating demand for engineers in medical devices, clinical technology and facilities. The Medicines Authority and the Health Directorate set regulatory expectations that shape work on medical equipment. Biomechanics and wearable technology are emerging interests, particularly in rehabilitation, sports science and occupational safety. Professionals in this area often collaborate with clinicians, distributors and regulators to ensure devices meet national and European requirements.
Fees for Malta: €1,290 (Euro), with instalments and employer sponsorship available.
Relevant bodies in Malta
Typical roles
Questions from Malta
Is this programme recognised by a professional body in Malta for engineers working in health, biomechanics or wearables?
SEIUM Institute's qualifications are its own private qualifications. They are not official Maltese state degrees and are not accredited by any national body. In Malta, engineering titles are regulated through the Malta Council for Professions and the Chamber of Engineers, and medical devices fall under the Medicines Authority. Recognition of a private qualification is decided by employers or the relevant body, so check with them before enrolling.
Will employers in Malta value this training for roles in wearables or operational safety?
Employers in Malta's health technology, manufacturing and safety-related sectors decide for themselves how much weight to give a private online qualification. Many weigh practical experience and a final project heavily. SEIUM's programmes include a final project, but whether it helps your career in Malta depends on your employer's view. Speaking with prospective employers beforehand is the most reliable way to find out.
Can I study this alongside a full-time job in Malta, and is employer funding possible?
The programmes are 100% online and taught in English, so you can study from home without a student visa. Master's programmes are 1,900 hours, postgraduate diplomas 800 hours and specialist courses 300 hours, so plan your weekly time accordingly. Fees are payable in instalments, and employer sponsorship is possible. Each student gets an assigned technical tutor for support.
Take the controls.
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
Understand the strengths and limits of NPS, CES and CSAT.
Map customer journeys and identify the moments of truth that drive loyalty.
Design reliable transactional and relational surveys.
Analyse metrics, drivers and verbatim comments to find improvement priorities.
Link experience metrics to retention, revenue and cost to serve.
Set up closed-loop feedback processes that lead to real improvements.
Lead an experience measurement programme from design to governance.
Who it's for
- Customer experience (CX) managers and analysts.
- Voice of the customer programme leads.
- Service and contact centre managers.
- Marketing and market research professionals.
- Product managers who use customer feedback in decisions.
- Quality managers in service organisations.
- Business, engineering or social science graduates looking to move into customer experience.
What you'll work with
- ISO 10004 (customer satisfaction monitoring and measuring)
- ISO 10002 (complaints handling)
- ISO 23592 (service excellence principles and model)
- CEN/TS 16880 (service excellence)
- ISO 20252 (market, opinion and social research)
- ISO 9001 (quality management systems)
- Regulation (EU) 2016/679 (GDPR) (personal data in feedback programmes)
- ESOMAR/ICC Code (market and social research ethics)
- Qualtrics XM
- Medallia
- SurveyMonkey
- Microsoft Power BI
- Python (pandas, NLP libraries)
- Miro
8 modules
1.1Customer experience, satisfaction and loyalty1.2Relational versus transactional measurement1.3Main CX metrics: NPS, CES and CSAT1.4Origins and limits of NPS1.5Effort and its link to loyalty1.6Emotion and memory in experience1.7Service excellence models (ISO 23592)1.8CX maturity models1.9Common measurement mistakes1.10Exercise: CX measurement diagnosis
2.1Customer journeys and touchpoints2.2First moment of truth, zero moment and second moment2.3Identifying critical moments of truth2.4Persona development2.5Journey mapping workshops2.6Emotional curves and pain points2.7Service blueprints and back-office processes2.8Prioritising moments by impact2.9Journey analytics with behavioural data2.10Exercise: journey map with moments of truth
3.1Survey objectives and question design3.2Scales, wording and bias3.3Survey timing and channels3.4Sampling, response rates and representativeness3.5Non-response bias3.6Survey fatigue and frequency rules3.7Accessibility and multilingual surveys3.8Data protection and consent3.9Quality standards for research (ISO 20252)3.10Exercise: transactional survey design
4.1Calculating NPS, CES and CSAT4.2Confidence intervals and statistical significance4.3Segment and driver analysis4.4Benchmarks and their pitfalls4.5Combining metrics in a measurement system4.6Key driver analysis with regression4.7Operational versus perception metrics4.8Setting targets and incentives4.9Dashboards for different audiences4.10Exercise: metric analysis of a real dataset
5.1Verbatim analysis and coding frames5.2Sentiment analysis5.3Topic modelling and classification5.4Speech analytics in contact centres5.5Social media and review analysis5.6Combining structured and unstructured data5.7Validating automated analysis5.8Presenting qualitative insights5.9Privacy in unstructured data5.10Exercise: text analytics of customer comments
6.1Customer lifetime value and retention6.2Linking NPS to churn and revenue6.3Cost to serve and effort reduction6.4Building the CX business case6.5Experimentation to measure CX impact6.6Attribution of improvements6.7Employee experience and its link to CX6.8Financial reporting of CX results6.9Communicating ROI to leadership6.10Exercise: CX business case
7.1Inner and outer loop processes7.2Alerts and case management7.3Front-line follow-up and recovery7.4Complaint handling (ISO 10002)7.5Root cause analysis of detractor feedback7.6Improvement project selection7.7Service recovery paradox7.8Measuring closed-loop effectiveness7.9Sharing customer stories internally7.10Exercise: closed-loop process design
8.1CX governance, roles and committees8.2CX operating model and tools8.3Embedding CX metrics in management routines8.4Change management and culture8.5Programme maturity roadmap8.6Planning the integrative case and deliverables8.7Developing the case with tutor guidance8.8Verification of results and critical analysis8.9Technical defence and peer review8.10Final project: experience measurement programme for an organisation
How you'll learn
100% online training 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 each intake, so it is compatible with full-time work.
Each module combines theory, guided reading of the reference standards and applied exercises. The working software is Qualtrics XM, Medallia, SurveyMonkey, Microsoft Power BI, Python (pandas, NLP libraries) and Miro, in free, academic or evaluation versions. Practice is based on real survey datasets, journey maps, verbatim comments, contact centre records and CX dashboards. Assessment is continuous by module, plus the final integrative project.
Standards covered: ISO 10004, ISO 10002, ISO 23592, CEN/TS 16880, ISO 20252, ISO 9001, Regulation (EU) 2016/679 (GDPR), ESOMAR/ICC Code.
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, SurveyMonkey, Microsoft Power BI, Python (pandas, NLP libraries) and Miro, 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 is required), a computer able to run the programme 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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