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Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods
 
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Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods (Hardcover)

by Bob E. Hayes (Author)
3.5 out of 5 stars See all reviews (2 customer reviews)

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Product details

  • Hardcover: 285 pages
  • Publisher: McGraw-Hill Inc.,US; 2nd Revised edition edition (Dec 1997)
  • Language English
  • ISBN-10: 087389362X
  • ISBN-13: 978-0873893626
  • Product Dimensions: 23.1 x 16.5 x 2.3 cm
  • Average Customer Review: 3.5 out of 5 stars See all reviews (2 customer reviews)
  • Amazon.co.uk Sales Rank: 830,829 in Books (See Bestsellers in Books)
  • See Complete Table of Contents

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Product Description

Product Description
This second edition of the text provides detailed information on how to construct, evaluate and use questionnaires for measuring customer satisfaction levels.

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Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods 3.5 out of 5 stars (2)
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Average Customer Review
3.5 out of 5 stars (2 customer reviews)
 
 
 
 
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Most Helpful Customer Reviews

 
3 of 3 people found the following review helpful:
3.0 out of 5 stars easy to understand general overview, 22 Mar 1999
By A Customer
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.
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3 of 4 people found the following review helpful:
4.0 out of 5 stars Highly readable text, coherent examples and critical ideas, 5 April 1999
By A Customer
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.

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