Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools.First of all, the number of responses across the questions will differ, which may confuse readers. ... based on his other responses, and then complete missing questions with answers that match that position in the distribution. ... You must zero fill these blanks.2 If you dona#39;t, then the average scores for all the items in the question will sum to more than 100 (assuming you gave 100 points to allocate). Clearlyanbsp;...
|Author||:||Frederick C. Van Bennekom|
|Publisher||:||Customer Service Press - 2002-01-01|