Customer surveys for agency managers: what managers need to know

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Urban Institute Press, 1998 - Business & Economics - 117 pages
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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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Contents

PART
4
NinetyFive Percent Confidence Intervals for Various Sample Sizes
69
Summary Checklist of Recommendations for Agency
79
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