Customer Surveys Agen Manager CB, Book Book

Customer Surveys Agen Manager CB Book

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This practical volume provides a wealth of information and advice on planning and conducting customer surveys.

Topics include the types of information that should and should not be sought from surveys; categories of respondents; options for administering surveys and the advantages and disadvantages of each; conducting surveys in-house versus contracting; steps in the survey process; sampling strategy; sources of survey error and suggested remedies; and tradeoffs among timeliness, accuracy, and cost.

It's a must for all agency managers, public or private, seeking to make their customer surveys more useful to their agencies and to make their agencies more responsive to customers.

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