Customer Surveying: A Guidebook for Service Managers (Paperback)

~ Frederick C. Van Bennekom (Author) "Surveying has become a commonplace tool on the business landscape..." (more)
Key Phrases: sample distribution size, postal mail surveys, administration bias, Customer Care, Budget Falls, Continuous Peak (more...)

Editorial Reviews

Review

As a complete novice I was asked to do surveys. Van Bennekom’s Guidebook and workshop helped our efforts succeed. -- Sandee Kennedy, Manager, Data Resources, Sabre, Ft. Worth, TX, January 2002

Dr. Van Bennekom clearly communicates his message about how to get useful survey results that will positively impact an organization. -- Richard Reiter, Director of Technical Support, NetManage, January, 2002

Dr. Van Bennekom’s easy-to-understand, approachable presentation of otherwise dry material makes the book a pleasure to read. -- David Keifer, Manager, Global Customer Support Services, Eaton Cutler-Hammer, Pittsburgh PA, January 2002

Product Description

"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.

The term "guide" is used very explicitly here. A guide in the classic sense helps show the path through unknown territory, helping the journeyer to avoid pitfalls, but also answering questions along the way and pointing out features that enhance the value of the trek. The Survey Guidebook plots a path for the surveyor from planning the project, designing the questionnaire, administering the survey, to analyzing and reporting the results using standard desktop software. Tasks for each stage are described and the pros and cons of various options are outlined. The Survey Guidebook pays particular attention to options for questionnaire design and techniques for survey administration, including web and email surveying techniques. 67 charts and figures are included in the book to help explain the concepts, and four exercises help readers practice their new-found skills.

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Product Details

• Paperback: 256 pages
• Publisher: Customer Service Press (February 1, 2002)
• ISBN-10: 0971340609
• ISBN-13: 978-0971340602
• Product Dimensions: 8.9 x 6 x 0.8 inches
• Shipping Weight: 14.4 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (6 customer reviews)
• Amazon.com Sales Rank: #361,178 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

4 of 4 people found the following review helpful:

5.0 out of 5 stars A must for managers who care about customers!, September 3, 2002

By A Customer

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.

3 of 3 people found the following review helpful:

5.0 out of 5 stars Jam packed with practical tips, yet easy to read!, March 12, 2003

By	D. B. Sykes (Falmouth, MA USA) - See all my reviews (REAL NAME)

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.

2 of 2 people found the following review helpful:

5.0 out of 5 stars Great overview of Surveying, January 24, 2003

By	Chris Selland "Chris" (Needham Heights, MA USA) - See all my reviews (REAL NAME)

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!