Customer Surveying: A Guidebook for Service Managers
is designed to guide survey project managers to
effectively plan and manage their own survey research
projects.
It is not an encyclopedia on the subject of customer satisfaction surveys or a textbook on survey theory. Rather, its 256 pages aim to provide the tools the survey novice needs to collect real and useful information about customers needs or perceptions -- or research other groups of interest such as employees.
The Survey Guidebook introduces theories and concepts, but always with a focus on practical application.
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