Customer Reviews

Analysis of Customer Satisfaction Data

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This book is for advanced practitioners in marketing, contact center/customer care and other business and technical domains that need to gather and quantitatively analyze customer satisfaction data. The focus is customer satisfaction for services more than products, but it can be used effectively in either scenario.

The introduction covers prior work in the field and lays the groundwork for subsequent chapters that cover instrumentation, data preparation, an analysis framework and models.

The key strengths of this book are the framework, which is highly structured, the models and exploratory data analysis. I liked the discussion of regression analysis problems, and the chapters on causal modeling and interdependency models. I also liked the fact that this book is short, crammed with information and techniques, and does not lose its focus. You will need to brush up on your math skills because while this book reads well and is fast-paced, it is also detailed and is heavy with quantitative methods. If I had to recommend one book on customer satisfaction data analysis this is it.

In addition to what Mike Tarrani said it has great number of references to Journals and other books which really value add.

Comprehensive case studies really help a lot, particularly relating to Serice/Marketing Industry.

Fantastic reference book for Customer Satisfaction analysis (determining key customer satisfaction drivers) & their treatment and also for creating surveys.