Customer Surveys for Agency Managers

Customer Surveys for Agency Managers

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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.Are any categories of customers left out of the survey or under-represented? Omissions ... If the sample is drawn from lists of uses, customers who have used the service frequently will have a higher probability of being included in the samples.

Title:Customer Surveys for Agency Managers
Author: Harry P. Hatry, Urban Institute
Publisher:The Urban Insitute - 1998

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