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Books and Literature


Customer Surveying: A Guidebook for Service Managers (a.k.a., The Survey Guidebook) by Dr. Fred Van Bennekom and published by the Customer Service Press.


Customer Surveying: A Guidebook for Service Managers is designed to guide survey project managers to effectively plan and manage their own survey research projects.

It is not an encyclopedia on the subject of customer satisfaction surveys 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 needs or perceptions -- or research other groups of interest such as employees. The Survey Guidebook introduces theories and concepts, but always with a focus on practical application.  More...


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