A bestseller since 1992, the updated edition of this watershed book provides cover-to-cover instructions on building, using, and evaluating customer satisfaction questionnaires. The new chapters provide actual examples of companies that have implemented this book's methods, examine proven ways to increase mail survey response rates, and offer a more detailed look at questionnaire reliability.
Read More
A bestseller since 1992, the updated edition of this watershed book provides cover-to-cover instructions on building, using, and evaluating customer satisfaction questionnaires. The new chapters provide actual examples of companies that have implemented this book's methods, examine proven ways to increase mail survey response rates, and offer a more detailed look at questionnaire reliability.
Read Less