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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: 949,030 in Books (See Bestsellers in Books)

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  • See Complete Table of Contents

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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Average Customer Review
3.5 out of 5 stars (2 customer reviews)
 
 
 
 
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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, 4 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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