Customer Surveys for Agency Managers: What Managers Need to Know

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The Urban Insitute, 1998 - Social Science - 117 pages
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This practical volume provides a wealth of nontechnical information and advice on planning and conducting customer surveys. It's a must for all agency managers, public or private, seeking to make their customer surveys more useful to their agencies and to make their agencies more responsive to customers. Topics include the types of information that should and should not be sought from surveys; categories of respondents; options for administering surveys and the advantages and disadvantages of each; conducting surveys in-house versus contracting; steps in the survey process; sampling strategy; sources of survey error and suggested remedies; and tradeoffs among timeliness, accuracy, and cost.
 

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Contents

PART
4
Customer Surveys
7
What Customer Surveys Cannot Tell You
14
Who Should Conduct the Survey?
21
What Determines Survey Costs?
35
What Respondent Rights Need to Be Protected?
41
What Should Be the Role of Elected Officials or Board Members
47
Examples of Sample Sizes and Corresponding Confidence Intervals
71
Summary Checklist of Recommendations for Agency
79
Managers Decision Worksheet for Each Survey
84
Portland Citizen Survey Questionnaire
87
Guidelines for Contracting Customer Surveys
93
Al Elements to Include in Contracts for Customer Surveys
102
Formula for Calculating Confidence Intervals for Percentages
103
Selected Bibliography
109
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