Measuring Customer Satisfaction: Development and Use of Questionnaires
Author: Bob E. Hayes
List Price: $35.00
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ISBN: 087389362X
Publisher: American Society for Quality (November, 1997)
Sales Rank: 65,838
Average Customer Rating: 3.5 out of 5
Customer Reviews
Rating: 4 out of 5
Highly readable text, coherent examples and critical ideas
Mr. Hayes presents several good ideas in this very readable text. Although this book is most useful now in Age of the Malcolm Balderidge Award, I offer Kudos to Mr. Hayes on his lack of faddish management lingo. The author introduces the idea of customer surveys, gives solid ideas on the backbone of a survey, summarizes what actions lead to a survey, discusses the basis of survey design, and touches on the math needed to analyize survey results.
Excellent beginner's guide.
Rating: 3 out of 5
easy to understand general overview
This book provides a general conceptual approach to its topic along with specific examples of how survey techniques are used. It would be useful to executives with a desire to understand a little more about the field. Unfortunately, it is not particularly helpful in terms of actually doing the techniques it presents. Perhaps more importantly, it doesn't cover the particular pitfalls/limitations you need to be aware of when trying to interpret data presentations. Similar Products
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
Guide to Customer Surveys: Sample Questionnaires and Detailed Guidelines for Creating Effective Surveys
Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
Listening to the Voice of the Customer: 16 Steps to a Successful Customer Satisfaction Measurement Program
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