Customer Reviews

Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition

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Mr. Hayes presents several good ideas in this very readable text. Although this book is most useful now in Age of the Malcolm Balderidge Award, I offer Kudos to Mr. Hayes on his lack of faddish management lingo.

The author introduces the idea of customer surveys, gives solid ideas on the backbone of a survey, summarizes what actions lead to a survey, discusses the basis of survey design, and touches on the math needed to analyize survey results.

Excellent beginner's guide.

This book provides a general conceptual approach to its topic along with specific examples of how survey techniques are used. It would be useful to executives with a desire to understand a little more about the field. Unfortunately, it is not particularly helpful in terms of actually doing the techniques it presents. Perhaps more importantly, it doesn't cover the particular pitfalls/limitations you need to be aware of when trying to interpret data presentations.

I bought this book thinking I would use it to help me in a survey I was asked to be a part of. It is to be a survey of satisfaction for people that have given to the "United Way" charities. This book has helped me in many ways that I think it could help anyone that is a novice in the area of surveying as I am. The 3rd edition of this book touching on the topic of customer loyalty is fascinating to me as so.