Customer Surveys for Agency Managers: What Managers Need to Know
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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What Customer Surveys Cannot Tell You
Who Should Conduct the Survey?
What Determines Survey Costs?
What Respondent Rights Need to Be Protected?
What Should Be the Role of Elected Officials or Board Members
Examples of Sample Sizes and Corresponding Confidence Intervals
Summary Checklist of Recommendations for Agency
Managers Decision Worksheet for Each Survey
Portland Citizen Survey Questionnaire
Guidelines for Contracting Customer Surveys
Al Elements to Include in Contracts for Customer Surveys
Formula for Calculating Confidence Intervals for Percentages
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