CX Measurement & Analytics (Public Sector)
2-day practitioner certification that builds end-to-end capability in citizen-experience measurement, from Voice of the Citizen and complaints intelligence to value-for-money modelling and dashboards for democratic accountability.
Evidence, value and accountability
The Certified CX Measurement & Analytics Practitioner, Public Sector Edition (CXMA-PS) is a 2-day ICXI practitioner-specialist programme that converts citizen-experience data into evidence, value and accountability. It is built for councils, central government departments, NHS bodies, blue-light services, regulators and other public bodies whose measurement obligations are not commercial but democratic. Every concept is applied to the Meridian Borough Council case study, which runs across both days. Without measurement, improvement is guesswork, and guesswork wastes public money.
2 days
09:00 to 15:00 daily
Classroom or live virtual
Tutor-led, with a live case study
30-question exam
40 minutes, 70% to pass
CXMA-PS Practitioner
ICXI-certified, no prerequisites
The two-day agenda
Nine modules: the foundations of citizen-experience measurement on Day 1, then advanced analytics and action on Day 2, closing with the Meridian case study and the exam.
Day 1 · Measurement Foundations
- D1The Measurement Imperative in Public Services
The measurement ecosystem, leading and lagging indicators, vanity versus actionable metrics, failure demand and measurement maturity.
- D1Core CX Metrics for the Public Sector
Satisfaction, Citizen Effort, cost-to-serve, complaints and Ombudsman cost, SROI and democratic accountability metrics.
- D1Voice of the Citizen Programmes
Solicited, unsolicited, observed and inferred insight, seldom-heard voices, and closing the inner, outer, strategic and democratic loops.
- D1Citizen Journey Measurement & Touchpoint Analytics
Journey versus touchpoint measurement, channel performance, digital exclusion and assisted digital.
- D1Complaints Intelligence, Ombudsman & Root Cause Analysis
Stage 1 and Stage 2 complaints, the LGSCO, member enquiries, Five Whys, Fishbone and Pareto.
Day 2 · Advanced Analytics & Action
- D2Text Analytics & Sentiment Analysis in Public Services
Topic modelling, keyword extraction, intent detection, sentiment and emotion analysis, with safeguarding-aware interpretation.
- D2CX Dashboards, Data Visualisation & Public Accountability
Dashboards for cabinet, service managers, the frontline and the public, visualisation best practice and democratic accountability.
- D2Value-for-Money Analytics & SROI
The economics of citizen experience, failure-demand cost, SROI proxies and the four-step value-for-money business case.
- D2Predictive Analytics, Early Intervention & Measurement Culture
Demand, escalation and vulnerability prediction, early-warning systems, and ethics, bias, GDPR and human-in-the-loop decisions.
- D2Meridian Case Study & CXMA-PS Examination
The cohort builds a dashboard-led improvement and accountability plan, then sits 30 multiple-choice questions in 40 minutes (70% to pass).
Who it is for, and what you gain
Who should attend
- Citizen-experience, performance and insight leads in local government, central government and NHS bodies
- Complaints managers, complaints teams and information-rights officers handling complaints, FOI and Ombudsman casework
- Transformation, digital and customer-services managers driving channel shift and service improvement
- Strategy, policy and commissioning officers using citizen evidence in decisions and budgets
- Democratic services, scrutiny and member-support staff briefing elected members
- Public-sector consultants and partner staff supporting CX, measurement and analytics work
What you will leave with
- The right CX metrics for public services, including failure demand, cost-to-serve, SROI and democratic accountability metrics
- Voice of the Citizen programmes that hear seldom-heard voices and close all four feedback loops
- Journey measurement across departmental boundaries, spotting where touchpoints score well but the journey fails
- Complaints, FOI and Ombudsman data turned into a strategic intelligence asset
- Text and sentiment analytics at scale, with safeguarding-aware interpretation
- Dashboards for cabinet, service managers, the frontline and the public, and a value-for-money business case
- The ICXI Certified CX Measurement & Analytics Practitioner (Public Sector) credential
How it fits the Academy pathway
CX Measurement & Analytics (Public Sector) is the public-sector edition of CX Measurement & Analytics, calibrated for councils, central government, the NHS, blue-light services and regulators. There are no prerequisites; for those new to CX, the CX Foundation Course is the starting point, and CXMA-PS leads on to the five-day CX Professional Diploma. Related public-sector programmes include the Government CX Maturity Assessment, the Certified VoC Practitioner (Public Sector), Responsible AI in CX (Public Sector) and CX Consulting Professional (Public Sector).
Related courses.
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Certified VoC Practitioner
Building defensible Voice of Customer programmes: survey design, sampling, statistical rigour, closed-loop action.
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Certified VoC Practitioner: Public Sector
The Certified VoC Practitioner reframed for government, councils and the NHS: same curriculum and credential, with public-sector channels, metrics, equity and governance.
Book a place on CX Measurement & Analytics (Public Sector)
Book a seat on a public cohort, arrange an in-house CXMA-PS cohort for your council, NHS body, central-government department, regulator or partner firm, or ask about the upgrade into the CX Professional Diploma.
Frequently asked questions
Who is CX Measurement & Analytics (Public Sector) for?
Public-sector teams who measure citizen experience: citizen-experience, performance and insight leads; complaints managers and information-rights officers handling complaints, FOI and Ombudsman casework; transformation, digital and customer-services managers; strategy, policy and commissioning officers; democratic services and scrutiny staff; and public-sector consultants and partner staff.
How long is the course and how is it delivered?
Two days, 09:00 to 15:00 daily including the assessment, tutor-led in a classroom or live virtual. It runs as nine modules, with the Meridian Borough Council case study, a metropolitan borough of 320,000 residents, applied across both days.
How is the course assessed?
A 30-question multiple-choice examination at the end of Day 2: 40 minutes, closed book, individual and invigilated, with a 70% pass mark (21 of 30). One re-sit is available at no extra cost, and successful delegates become ICXI Certified CX Measurement & Analytics Practitioners (Public Sector).
What will I be able to do afterwards?
Choose the right metrics for public services, including failure demand, SROI and democratic accountability measures; design Voice of the Citizen programmes that hear seldom-heard voices; turn complaints, FOI and Ombudsman data into intelligence; build dashboards for cabinet, managers, the frontline and the public; and make a value-for-money case for improvement.
What makes the Public Sector edition different?
Citizens cannot go elsewhere, so high effort drives democratic dissatisfaction rather than market switching. Every example, metric and exercise is grounded in council, NHS, central government and blue-light contexts, and dashboards, transparency and public reporting are treated as first-class outputs for democratic accountability.
How does it fit ICXI's other courses?
It is the public-sector edition of CX Measurement & Analytics. There are no prerequisites, the CX Foundation Course is the starting point for those new to CX, and the CX Professional Diploma is the upgrade pathway.