Updated and expanded to include additional statistical techniques and a broader array of exercises, this second edition of Rea and Parker's foundational tool is a complete, practical guide to conducting sample survey research. In a comprehensive manner, it explains all major components of survey research including construction of the instrument, administration of the process, and analysis and reporting of results

This is an excellent reference book for writing survey questions, for ensuring population representation in your samples and for interpreting the responses. It even includes reference statistical tables for use in analysis of survey responses. It hits the nail right on the head. If you are conducting surveys or must present results after a survey is completed, this is a 'must read' book.

Click here for details on ordering this title

For nearly two decades, Don Dillman's Mail and Telephone Surveys and the Total Design Method it outlined has aided students and professionals in effectively planning and conducting surveys. But much has changed since the TDM was developed in 1978. This Second Edition, thoroughly revised and updated by the author, addresses these changes and introduces a new paradigm that responds to the recent developments that affect the conduct and success of surveys.

In this new edition, Dillman introduces a new paradigm called "Tailored Design," which expands TDM to account for-and take advantage of-innovations such as computers, electronic mail, and the World Wide Web; theoretical advancements; mixed-mode considerations; the increasing acceptance of self-administered surveys; our better understanding of specific survey requirements; and an improved base of social science knowledge.

Topics covered include:

• Writing Questions and Constructing the Questionnaire
• Mixed-Mode Surveys
• Personal Delivery of Questionnaires
• Surveying When Speed Is Critica
• lGovernment Surveys of Households and Individuals
• Business Surveys
• Internet and Interactive Voice Response Systems
• Questionnaires That Can Be Scanned and Imaged.

Dillman confronts issues surrounding lack of randomness, need for clarity in a self-administered-survey world, and issues of internet coverage, in drawing conclusions. Also, he has a very helpful discussion on the issues surrounding combining data collected through different methodologies at once. Dillman also discusses the need to recruit within the context of a social exchange; we are, after all, collecting information with the respondent's approval, and our generalizations are stronger when we have a good sampling plan and can maximize co-operation.

Click here for details on how to order this title

Survey research is a very powerful way to acquire information focused directly and immediately on the decisions and problems of today and tomorrow. The second edition of The Survey Research Handbook provides the methods and guidelines for conducting practical, economical surveys from start to finish.

Survey research applications cut across many institutional, disciplinary, and technical boundaries. The main purpose of this concise, one-color text is to bring together the various techniques and principles, skills, and activities that are required to conduct effective survey project. In writing this text the authors have kept two criteria in mind: 1) Is the information sufficient? and 2) is it necessary? The handbook-style format provides an easy-to-use guide for survey research projects in many different fields. The new edition consistently maintains the original How-To Format, including the popular Checklists, Guidelists, and Examples.

Click here for details on how to order this title

This second edition is completely revised to reflect changes such as computer-assisted and interactive surveys, and gives guidelines on preparing informed consent statements for survey respondents and for asking sensitive questions about ethnicity, income, and gender. Other new topics include translating surveys to other languages, reading computer output containing survey results, and using new survey data analysis techniques such as odds ratios, relative risks, and confidence intervals.

Includes guidelines on preparing reports and giving oral presentations, as well as examples, exercises and answers, and appendices on performing technical computations.

Useful for self-paced instruction, workshops, and formal classrooms. Requires no background in statistics.

Click here for details on how to order this title

Renowned experts in survey methodology Seymour Sudman, Norman M. Bradburn, and Norbert Schwarz have come together to write this essential resource book filled with practical and theoretical insights that will prove invaluable when developing questionnaires. The authors explore what answers mean in relation to how people understand the world around them and communicate with one another.The cognitive psychology behind questionnaire and interview development. One of the best reviews of the theory of asking questions. Represents years of expertise. Very recommended.

Click here for details on how to order this title

Guides readers in developing their own rigorous surveys and Leading experts show people with little training or experience how to conduct a meaningful but inexpensive survey. Explains how to determine whether you need a survey, select the best one for your needs, word questionnaires, train interviewers, as well as analyze and use data. Describes common errors and how to avoid them. Offers excellent advice on when to turn to a professional. A good book for anyone who wants to conduct a survey and get reliable results.

Click here for details on how to order this title.

Unless companies have the tools to accurately measure customer perceptions, their improvement programs may be based on data that is speculative, irrelevant, or downright misleading. Hayes reduces this risk by providing time-tested methods for collecting information and using it to make better business decisions. This strategic guide helps companies identify customer expectations and develop questions that measure how well they are met and evaluate the reliability and validity of any questionnaire to ensure that it generates accurate and relevant data.

A best seller since its release in 1992, this second edition provides detailed information about how to construct, evaluate, and use questionnaries. New to this edition is a chapter on sampling methods, which includes different methods of sampling as well as how to determine an appropriate sample size for reliable results. The author has updated the chapter on reliability and validity to provide more information about other forms of reliability. He also includes a chapter devoted to presenting examples of real customer satisfaction measures and how they can be used.

Click here for details on how to order this title

Books about customer service stress the need for companies to have regular and ongoing interaction with their customers, but those books usually offer no specific information on how to get, evaluate, and respond to customer feedback. Wing, however, does exactly that.

He provides checklists, flowcharts, sample surveys, letters, self-assessments, and various work sheets to help measure customer expectations, needs, and satisfaction; and he explains how to evaluate the information those tools help compile.

Wing is now a senior manager with Arthur Andersen's business consulting practice, but he also has experience running four different companies. His book provides invaluable guidance for any organization concerned about improving customer service. It is essentially the same book as one Wing published in 1993, but it now has Andersen's imprimatur and an additional 10-page chapter on using the Internet to help gauge customer response and satisfaction.

Click here for details on how to order this title

This how-to manual takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. The book's 16 chapters are organized in logical sequence for setting up a complete program, with information on: the best survey methods, sample sizes, increasing response, surveying customer bases, writing survey questions for meaningful results, data gathering, data analysis, taking action on the findings and more.

Starting from a tested model of customer behaviour, the author shows how to use several statistic methods to analize the overall satisfaction. It's a pleasant reading! A "must read" book for all professionals dealing with Customer Services.

Click here for details on how to order this title