Customer surveys for agency managers: what managers need to know
This practical volume provides a wealth of information and advice on planning and conducting customer surveys. 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. 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.
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NinetyFive Percent Confidence Intervals for Various Sample Sizes
Summary Checklist of Recommendations for Agency
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90 percent confidence 95 percent accuracy adequate response rates adult agency managers agency's appendix ASSESSED BAD VERY BAD Barbara Clark breakouts businesses citizens cluster sample conducted confidence level contractor customer groups customer satisfaction customer surveys difference elected officials example facility feedback follow-up giving a particular Hispanic identify important improve in-person interviews mail surveys Maywood Park minders minus Multnomah neighborhood nonrespondents obtain occurred by chance open-ended questions organizations particular response particular service percent confidence interval persons population of interest Portland potential precision pretesting probability problems procedures Proportions New York ques questionnaire questionnaire construction repeat surveys representative require respondents giving response categories sample sizes sampling error selected service characteristics simple random sample Social Security Administration specific sponses staff Statistical subgroups Suggestion survey costs survey data survey findings tabulations telephone numbers telephone surveys tions tomer Troutdale Urban Institute users versus whole population