What is the Certified Net Promoter Score and Survey Expert?

The Certified Net Promoter Score and Survey Expert is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Customer Service & Administration.

How long does this certification take?

The programme takes 10 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Intermediate Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Net Promoter Score and Survey Expert in Thailand

Executive Summary

Certified Net Promoter Score and Survey Expert

Designed for today’s high-impact professionals, the Certified Net Promoter Score and Survey Expert (CNPS) delivers a rigorous Intermediate-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in human resource management, talent development and organisational effectiveness.

This 10 Weeks programme is structured around SHRM, CIPD and ILO Labour Standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CNPS holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Net Promoter Score and Survey Expert

Acronym

CNPS

Who Should Enrol?

HR Managers and Directors
HR Business Partners
Learning and Development Managers
Employee Relations and OD Specialists

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards CHRO and senior people-management roles

Professional Recognition

Credential aligned with SHRM, CIPD and ILO Labour Standards

Leadership Capability

Develop the strategic and operational skills to lead complex human resource management functions

Organisational Impact

Design and implement human resource management systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to human resource management

Global Employability

Qualify for human resource management roles across multinationals, NGOs and international organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Talent Acquisition, Resourcing and Onboarding

✦Learning, Development and Talent Management

✦Performance, Reward and Employee Relations

✦HR Strategy, Analytics and Workforce Planning

✦Employment Law, Compliance and HR Governance

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Net Promoter Score and Survey Expert

Certified Net Promoter Score and Survey Expert: industry context, trends and professional standards
Computing fundamentals and IT concepts
The role of IT in business and value creation
IT operating models and organisation
Hardware, software and systems overview
The technology landscape and trends
IT professional roles and standards
Digital transformation and IT strategy
Ethics, responsibility and digital citizenship
IT service and product mindset
Career pathways and professional development

Mapping the Real Journey

Customer journey mapping and service design
Complaint handling and service recovery
Segmentation, targeting and the useful segment
Managing distributors and channel partners
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
Value proposition and differentiation
Pricing, price architecture and discounting
Route to market and channel design
The sales pipeline and forecasting discipline
Consultative selling and understanding the buyer
Marketing measurement and attribution
Customer retention, loyalty and lifetime value

Moments That Decide Satisfaction

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value
Tenders, proposals and the bid decision
Launching a product into a market
Brand, reputation and communications
Commercial ethics and responsible selling
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics
Negotiation and closing commercial deals
Key account management and account planning

Designing Recovery

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling

Retention, Loyalty and Value

Customer retention, loyalty and lifetime value
Marketing measurement and attribution
Customer journey mapping and service design

Proposition and Experience Together

Value proposition and differentiation
Brand, reputation and communications
Customer journey mapping and service design

Measuring Experience Honestly

Marketing measurement and attribution
Customer retention, loyalty and lifetime value
Complaint handling and service recovery

International Markets

Preparing financial statements
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Global sourcing and trade
Integrated and sustainability reporting
Transfer pricing and international tax
Cross-border data and transfers
Cross-cultural and global inclusion
Global and comparative HR contexts
Global sourcing and international trade
International and cross-border tax
Reporting quality and governance
Management accounts and dashboards
Budget vs actual and variance
Cost and profitability analysis

Change and Adoption

Training and change management
Learning transformation and modernisation
Sustaining transformation and benefits
Measuring learning transformation impact
The finance function and digital transformation
Finance transformation and target operating models
Change management in finance
Measuring transformation impact
Foreign exchange and currency risk
Governance transformation and reform
Regulatory and digital transformation
Incident, problem and change management
Digital transformation roadmaps
Goal setting and behavioural change in coaching
Implementation and change plan

People and Incentives

Employee experience and engagement
Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Communicating risk to the workforce
Workforce and shift management in retail
Forecasting and planning
Workforce management and scheduling
Workforce planning and scheduling
Cost of workforce and ROI of HR interventions
Workforce reporting and storytelling with data
Employee and manager self-service
Talent, succession and workforce learning
Digital HR and the employee experience platform

Sustainability

Sustainability and responsible marketing
Communicating financial results
Attachment and developmental theory
Monitoring sustainability outcomes
Professional roles, boundaries and settings
Ethical principles and codes of practice
Monitoring, evaluation and sustainability plan
Sustainability certification and standards
Responsible and sustainable banking
Sustainable and green banking
Control environment and risk assessment
Governance of ESG and reporting
Sustainability standards (GRI, ISSB)
Peer support and consultation
Sustainability and environmental duty

Learning and Research

Digital learning strategy
Innovation and experimentation in learning
Skills-based and continuous learning
Scaling learning across the organisation
Blended and hybrid learning design
Motivation and self-directed learning
Learning strategy and roadmaps
Building the learning brand
Aligning learning to performance
Leading the learning function
Training needs analysis and learning strategy
Complaint data and learning
Cognitive load and learning science
The learning and development profession
Learning strategy and business alignment

Markets and Customers

Sustaining ethical, effective practice
Ethical frameworks and codes of practice
Duty of care and risk management
Client feedback and satisfaction
Customer service and experience principles
Customer expectations and satisfaction
The customer experience (CX) discipline
Ethics and fair customer treatment
Service culture and brand promise
Customer experience transformation
Professional ethics in customer service
Evidence-based improvement
Regulatory compliance and market requirements
Customer service and CX strategy
Designing voice-of-customer programmes

Selling Practice

Negotiation with buyers, suppliers and financiers
Managing risk and difficult cases
Lessons learned and development
Complaints, redress and accountability
Negotiation and influencing
Regulatory duty and accountability
Relationship management and cross-selling
Advisory and needs-based selling
Sales performance and pipeline management
Financial, management and cost accounting distinguished
Accounting concepts, principles and the regulatory landscape
Leading campaigns and sales projects
Team leadership in sales and marketing
Financial statements and the accounting equation
Responsibility accounting and cost centres

Customer Experience

Complaints, accountability and fitness to practise
Customer success and retention
Customer experience and journey mapping
Journey and process redesign
Prioritising experience investments
Designing a service or experience improvement
Customer service technology stack
Relationship management and retention
Customer loyalty and advocacy
Loyalty programmes and rewards
Team leadership in customer service
Destination, venue and experience products
Customer retention in the vehicle ownership cycle
Service quality and the passenger experience in transport
Customer loyalty and repeat purchase in retail

Digital Channels

E-commerce and marketplace selling
Scaling technologies and business models
Digital and market transformation
Digital advisory, e-extension and mobile services
Digital and self-service transformation
Self-service and digital support
Social media customer care
Technology selection and integration
Emerging service technologies
Digital, mobile and internet banking
Digital disruption and the future of banking
Process automation and workflow
Driving effective, ethical outcomes
Digital permits and inspections
Automation and safety technology

Evidence and Analytics

Data quality and master data management
Comparable sales analysis and market evidence
Retail performance metrics: sales densities, conversion and basket
Measurement and analytics for media and social campaigns
Health records, data and confidentiality
Analytical techniques and bias
Data visualisation for finance
Decision support and insight
Psychodynamic and psychoanalytic approaches
Designing and facilitating groups
Record-keeping and data protection
Data privacy law and compliance (GDPR)
Data quality and stewardship
Consent, rights and data subject requests
Data breach and incident governance

Commercial Finance

Ethics and professional standards in finance
Digital finance and automation roadmaps
Data-driven and real-time finance
Cost concepts, classification and behaviour
Costing methods: absorption, marginal and activity-based
Cost-volume-profit and break-even analysis
Standard costing and variance analysis
Budgeting techniques and the budgeting cycle
Flexible budgets and rolling forecasts
Cost reduction and efficiency programmes
Capital budgeting: NPV, IRR and payback
Financial risk in projects
Cost estimation and budgeting
Time and cost control
Managing schedule and budget performance

Distribution and Supply

Supply markets and the enabling environment
Supply market analysis and Porter’s forces
Sustainable procurement principles and standards
Fair trade and responsible supply
Real estate marketing channels and property portals
Procurement and asset management under donor rules
Water supply systems: sources, treatment and distribution
The retail landscape: formats, channels and the informal market
Psychoeducation and workshops
Working with organisations on wellbeing
Procurement and stock management for health commodities
Procurement’s contribution to organisational strategy
Public versus private procurement
Conflicts of interest and procurement ethics
Procurement and contract value

Communication

Dashboards and performance reporting
Professional presentation and pitching
Reporting to leadership
Media and public communication
Designing an intervention or programme
Facilitation, training and public presentation skills
Communicating technical information to diverse audiences
Data quality, analysis and reporting
Professional report writing and presentation
Communication and interpersonal skills
Influencing and presenting insights
Integrated marketing communications
The banking system, intermediation and financial markets
Professional and persuasive communication
Transaction monitoring and suspicious reporting

Leadership and Teams

Vendor and partner management
Performance management systems and cycles
Theories and models of leadership and management
Budgeting and resource management
Vendor and faculty management
Safety management systems (ISO 45001)
Project management principles and lifecycle
Ethical, risk and feasibility considerations
Managing resistance and upskilling teams
Management reporting and decision support
Working capital management and the cash cycle
Self-awareness and the leader's identity
Ethics and responsible leadership
Delegating for development
Quality management and standards

Performance and Targets

High-performance team rituals and cadence
Contract performance and exit
Project KPIs and performance metrics
Setting objectives and marketing KPIs
Marketing and sales KPIs and dashboards
Capacity and performance management
Setting objectives, indicators and targets
Linking CX to business performance
Service KPIs: CSAT, NPS, CES, SLAs
Performance management in service
Coaching for performance
Linking performance to reward and consequence
Continuous feedback and performance conversations
Appraisal, calibration and managing underperformance
Performance management that changes behaviour

Capability Development

Mentoring, sponsorship and developmental relationships
Evaluating coaching outcomes
Team coaching and the team as client
Cultural context and coaching across difference
Building and running a coaching practice
Training needs analysis
Continuing professional development
Measuring development impact
Feedback and developmental conversations
Career and talent development
Building a coaching culture
Capability and skills frameworks
Managing resistance and capability
Leadership and management development
Coaching models and frameworks (GROW)

Strategic Context

Strategic analysis: PESTLE, SWOT and Porter’s Five Forces
Real options and strategic investment
Sustainability strategy and materiality
Aligning HR strategy with organisational strategy
Reward strategy and total reward frameworks
Wellbeing and holistic health strategy
Business models for new tech
Vision, mission and strategic intent
Competitive strategy and positioning
Business model design and innovation
Setting strategic priorities and choices
Measuring growth and transformation impact
Capstone scoping: a real growth or brand challenge
Designing a marketing or sales strategy
Marketing strategy and the mix

Risk and Compliance

NGO governance, boards and registration
How insurance works: risk pooling and the value chain
Underwriting principles and risk selection
Insurance regulation and consumer protection
Vehicle documentation, compliance and consumer protection
In-process quality control and inspection
Regulation of transport: authorities, conventions and licensing
Tariffs, regulation and the economics of essential services
Ground control and strata management
Professional case study and presentation
Regulation, ethics and misinformation in media and telecoms
Change control and configuration
Leading project governance
Health, safety and compliance in delivery
Project budgeting and financial control

Legal and Terms

Legal responsibilities and professional bodies
Goal setting and contracting
Advocacy and policy engagement
Evidence-based practice
Risk assessment and safety planning
Vendor, contract and asset management
Contract law and formation
Contract exit and renewal
Contracting and the three-way agreement
The regulatory and legal environment
Health and safety legal duties
Contract governance and compliance
Policy administration and customer service in insurance
Vendor, venue and supplier contracting for events
Treatment planning and review

Campaigns and Projects

Campaign or go-to-market plan
Campaign planning and execution
Web and campaign analytics
Account planning and whitespace analysis
Web, campaign and funnel analytics
Managing complexity and comorbidity
Workplace and organisational contexts
Team leadership in field and project settings
Change talk and readiness
Goal setting and action planning
Implementation planning and risk management
Habit change and behaviour design
Event planning timelines, run sheets and production schedules
Event risk, safety and contingency planning
Demand, master scheduling and material requirements planning

Operations

Data quality and governance
Yield, productivity and profitability metrics
Traceability, recall and quality assurance systems
Quality management systems and audits
Accountability and follow-through
Innovation in service delivery
Quality monitoring and coaching
Customer-centric operating models
Operational efficiency and productivity
Coaching and quality monitoring
Reconciliation and end-of-day processes
Designing a banking solution or process
Principles of credit and the lending process
Automation, RPA and straight-through processing
Process and control documentation

Relationships and Partners

Influencing and safety leadership
Influencing and persuasion
Categories of spend and stakeholders
Strategic customer relationships
Managing boundaries and dual relationships
Wellbeing and resilience coaching
The project environment and stakeholders
Stakeholder and sponsor management
Stakeholder rights and fair treatment
Delivery, quality and stakeholder plan
Stakeholder identification and analysis
Influencer and affiliate marketing
Partnering and co-creation with customers
Negotiation with clients and partners
Measuring coaching outcomes

Ethics and Conduct

Professional ethics and responsibility (PMI)
Professional standards and ethics
Marketing and sales ethics
Brand safety and responsible marketing
Strengths, flow and engagement
Meaning, purpose and values
Outcome and process measures
Corporate social responsibility and community impact
Roles, standards and professional conduct
Responsible and ethical service
Ethics and integrity in banking
Integrity, confidentiality and conflicts
Anti-corruption and financial-crime ethics
Data ethics and customer privacy
Bribery, corruption and conduct risk

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified Net Promoter Score and Survey Expert principles aligned with SHRM, CIPD and ILO Labour Standards
Apply evidence-based methods to improve human resource management, talent development and organisational effectiveness
Master talent acquisition, resourcing and onboarding and learning, development and talent management
Apply performance, reward and employee relations and hr strategy, analytics and workforce planning in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in human resource management

Enrolment Process

How to Get Certified

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Step 3: Study in the GLI Learning Portal

Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Step 4: Pass, Get Certified & Verified

Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

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Frequently Asked Questions

Common Questions

What is the CNPS certification?

Yes. GLI certifications are recognised across 100+ countries and are aligned with SHRM, CIPD and ILO Labour Standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

Who should enrol in the CNPS?

This certification is ideal for HR Managers and Directors, HR Business Partners, Learning and Development Managers and Employee Relations and OD Specialists, and other professionals seeking to formalise their expertise in human resource management, talent development and organisational effectiveness with a globally recognised credential.

How long does the CNPS certification take to complete?

The programme is structured over 10 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CNPS internationally recognised?

What is the cost of the CNPS certification?

The Certified Net Promoter Score and Survey Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CNPS certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CNPS?

The Certified Net Promoter Score and Survey Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CNPS?

The Certified Net Promoter Score and Survey Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CNPS while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CNPS?

Graduates progress towards CHRO and senior people-management roles. The CNPS strengthens your expertise in human resource management, talent development and organisational effectiveness and positions you for advancement across multinationals, NGOs and international organisations.

Certified Net Promoter Score and Survey Expert

Certified Net Promoter Score and Survey Expert

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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