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Customer Surveying: A Guidebook for Service Managers (a.k.a., The Survey Guidebook) by
Dr. Fred Van Bennekom and published by the Customer Service Press.
Customer Surveying: A Guidebook for Service Managers
is designed to guide survey project managers to
effectively plan and manage their own survey research
projects.
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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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