Measuring Customer Satisfaction: Development and Use of

I bought this book thinking I would use it to help me in a survey I was asked to be a part of. It is to be a survey of satisfaction for people that have given to the "United Way" charities. This book has helped me in many ways that I think it could help anyone that is a novice in the area of surveying as I am. The 3rd edition of this book touching on the topic of customer loyalty is fascinating to me as so.

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.