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Title: Measuring Customer Satisfaction: Development and Use of Questionnaires by Bob E. Hayes ISBN: 0-87389-362-X Publisher: American Society for Quality Pub. Date: November, 1997 Format: Hardcover Volumes: 1 List Price(USD): $35.00

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Average Customer Rating: 3.5 (2 reviews)

Rating: 4
Summary: Highly readable text, coherent examples and critical ideas
Comment: 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.

Rating: 3
Summary: easy to understand general overview
Comment: 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.

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