Customer Surveys for Agency Managers What Managers Need to Know
, by Hatry, Harry P.; Marcotte, John E.; Houten, Therese van,Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
- ISBN: 9780877666721 | 0877666725
- Cover: Paperback
- Copyright: 12/1/1997
This practical volume provides a wealth of information and advice on planning and conducting customer surveys. Topics include the types of information that should and should not be sought from surveys; categories of respondents; options for administering surveys and the advantages and disadvantages of each; conducting surveys in-house versus contracting; steps in the survey process; sampling strategy; sources of survey error and suggested remedies; and tradeoffs among timeliness, accuracy, and cost. It's a must for all agency managers, public or private, seeking to make their customer surveys more useful to their agencies and to make their agencies more responsive to customers.