Customer Reviews

Customer Surveying: A Guidebook for Service Managers

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Many managers complain of "flying blind" or being unsure what customers, prospects or even employees really want. One way to address that is through surveys. However, a poorly designed or implemented survey is worse than no survey at all, because a survey can present "facts" that have little basis in reality. Obtaining a valid survey requires hard work and care at each stage. Van Bennekom lucidly takes readers through each stage, explaining everything from the trade-offs involved to potential pitfalls. Everything is clearly explained; even those without a math or science background will be able to understand the concepts behind survey analysis. Especially useful was demonstrating how to analyze surveys using common commands in Excel. This book is a must for everyone who cares what customers and employees think, and is driven to do something about it.

I couldn't put the book down. Seriously. I started it yesterday and finished reading it at 12:30 am. Powerful info, yet easy to understand and actually fun to read. Great practical tips that I could immediately apply. While I'm familiar with much of what was in the book through my MBA statistics and market research courses, and from conducting many surveys for employers and clients, this book provided me with new insights and a highly useful framework for methodically approaching survey analysis to ensure thorough and accurate results.

First thing to be said , is that this book is NOT only for service managers , it is an unvaluable tool for whoever tries to enter to this world of measuring what the customer thinks, experiences and feels.

It is a simple an easy "step by step" manual (easy to understand and comprehensive), so it can be used for non experienced novices , as well as for those who want to optimize the surveying methods.

Definitively helps on : survey design and management , administration of surveys , analizing and presenting results . Goes beyond reaching the limits of survey automation tools and survey outsorcing. Lots of examples and exercises.

It's rare to find a book that provides such depth yet is at the same time highly readable and even humorous. A must-read for anyone looking to conduct customer service surveys!

This is an excellent resource on the Customer Surveying process and how to (and not to) structure customer surveys, questionnaires, etc. Author has passion for the topic and terrific credentials. Must read if you need to learn the true pulse of your internal and external clients through the vehicle of customer surveys. Thanks Dr.Frederick C. Van Bennekom!

A detailed, extremely informative (yet easy to understand) resource on the all-important topic of effectively understanding customers' needs and gauging customer satisfaction. I would recommend it to anyone dedicated to providing top-level customer support across all sectors and industries.

I thought I was buying a used book but turns out it was new. :) I'm only 1/4 way though it but it's a great read if you need to figure out how to properly evaluate and sample the opinions and experiences of your target population. I'm working with nursing students and their opinions of a new nursing mentorship program so we'll see how I do.

We at The Gasparovic Group, Inc. have been doing surveys for 14 years. As we developed our on line survey tool this book was a great tool to check our experiences and confirm the methodology we were building into the software. It is unusual to find a book with such depth at is easy to read and understand.