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Delivering and Measuring Customer Service (2nd Edition)
By Richard D. Hanks - March 2010
Delivering and Measuring Customer Service is a great reference for anyone who interacts with customers on a daily basis, covering topics such as how to measure the qualitative and quantitative feedback you receive from customers, and more importantly, what to do with that data once you've got it. Also addressed are the latest trends in social media, how to turn the 'noise' of customer feedback online into structured and measurable data, and how to save disgruntled customers.
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Customer Surveying: A Guidebook for Service Managers
by Frederick C. Van Bennekom — February 2002
Customer Surveying: A Guidebook for Service Managers is written to assist the services manager to effectively plan and manage a survey project. It is not an encyclopedia on the subject of surveying 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' perceptions of service quality. The Survey Guidebook introduces theories and concepts, but always with a focus on practical application. |
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Measuring Customer Satisfaction — Survey Design, Use, and Statistical Analysis Methods
by Bob E. Hayes — February 1998
A best seller since its release in 1992, this second edition provides detailed information about how to construct, evaluate, and use questionnaires. New to this edition is a chapter on sampling methods, which includes different methods of sampling as well as how to determine an appropriate sample size for reliable results. The author has updated the chapter on reliability and validity to provide more information about other forms of reliability. He also includes a chapter devoted to presenting examples of real customer satisfaction measures and how they can be used.
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Improving Your Measurement of Customer Satisfaction
by Terry G. Vavra — June 1997
A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs. Covers sampling and customer-participation selection, questionnaire design, interviewing and survey administration and data analysis. DLC: Consumer Satisfaction Evaluation.
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Keeping Score: Using the Right Metrics to Drive World-Class Performance
by Mark Graham Brown — May 1996
Shows how to pinpoint key measures when measuring and analyzing organizational data, demonstrating how to evaluate the current approach to measurement and how to redesign inadequate metrics and systems used to collect and report data. Details methods for measuring financial performance, customer satisfaction, product/service quality, operational performance, and employee satisfaction
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The Survey Research Handbook: Guidelines and Strategies for Conducting a Survey
by Pamela L. Alreck and Robert B. Settle — December 1994
Information is a vitally important asset for today's organizations--often even more important than financial, technical, or human resources. Survey research is a very powerful way to acquire information focused directly and immediately on the decisions and problems of today and tomorrow. Without technical buzzwords or statistical jargon, this book provides the methods and guidelines for conducting practical, economical surveys from start to finish.
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E-Service: Speed, Technology and Price Built Around Service
by John Tschohl — February 2001
e-Commerce is big business and getting bigger every day. By 2002, experts predict, 490 million people throughout the world will have internet access. e-Service is a must read for anyone in business. Whether you are currently selling products of services via the Internet, or are planning to institute a cyberspace operation, this is one book you don't want to miss. Tschohl tells you, in an easy to read format, how e-service, technology and price built around service cab form a winning combination that will drive your business forward.
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