If you're building a customer surveying program for a support service operation, and you are looking for more assistance than books on survey design can simply provide, the Support Services Questionnaire Library & Survey Assistant may meet your needs. This Library provides a comprehensive set of tools to assist a survey project manager from the start of the project to the writing of the report. As a toolkit, it provides as much assistance as is possible -- short of personal consulting. The tools focus on the areas of expertise that a seasoned survey creator can provide -- and you can apply. Think of the Questionnaire Library as a "consultant in a box."
The heart of the Questionnaire Library is a set of well over 100 survey questions written to comprehensively address the attributes of a support service delivery event and questions that measure summary attitudes driven by the service. Each question is written for 5 scale types to provide you extensive flexibility in building your own survey instrument, whether it be an on-going transaction-driven survey or an annual relationship survey. The Questionnaire Library also contains examples of survey program announcement notices, introductions, instructions, section headings, subject lines for email invitations and other text that is part of a survey instrument. Sample instruments are also included. Quite simply, all the tools are here for you to build a quality survey instrument.
How can you use the Questionnaire Library to build your own questionnaire?
First, decide what attributes of the service delivery event you want to measure.
Second, decide on a scale type.
Third, select those questions for that scale type from the Questionnaire Library that measure the above attributes.
Fourth, write the introduction, instructions, and other accompanying text using examples in the Library.
But the assistance of the Support Services Questionnaire Library & Survey Assistant doesn't stop there! First of all, you get one year of updates to the Library from time of purchase. Simply register your purchase with Great Brook. Further, in electronic media, we provide additional, invaluable material for your survey project:
An example of survey data analysis using an Excel spreadsheet on a sample data set, including charting the results. With this spreadsheet you can take the formulas and apply them to your own data set. It also shows an efficient, clean way to lay out your spreadsheet to simplify the analysis task.
Survey sample size calculator in an Excel spreadsheet that allows you to determine the number of responses needed for different levels of statistical accuracy and for different "population" sizes.
Project management templates using Microsoft Project and Excel for a typical survey project. The template won't match your project exactly, but it contains a comprehensive list of the tasks you might perform with ideas about the amount of time required for each task. This will help ensure your project plan is realistic, and the input of a seasoned surveyor means that tasks will be identified that a novice surveyor would not even consider.
Sample management report outline. This report outline will show you the typical sections of a management report.
Each of these tools alone -- the Library, the spreadsheet, the project plan, and the report template -- will save you days and days of work while reducing your uncertainly in managing the project. Combined, they're a compelling value.
The list price of the Support Services Questionnaire Library & Survey Assistant from Great Brook is US $295.00, but we are now offering our full color version for $145.00, printed on heavy weight, bright white paper, spiral bound. Black-and-white versions (printed on basic white paper) can be purchased for $95.00. Attendees of our Survey Design Workshop qualify for a 30% discount. And if you order tDr. Fred's how-to book, Customer Surveying: A Guidebook for Service Managers, we'll reduce the price of the Customer Surveying book by 50% off the current price.
Several of our Survey Mentor products include the Questionnaire Library along with personal advice and counsel.
Occassionally, we have books that have been used as display copies or that have some other minor damage to them. These we sell at a discount. Please contact us by phone or email for availability of "B stock" copies of the library.
Shipping Costs. USPS Priority Mail shipping is $5.50. We do ship internationally. Check our order form for those rates. Almost all our shipments go out same the next day and sometimes same day. We have held our shipping costs constant for several years, but the recent shipping cost increases forced us to raise our shipping rates. Follow the link for details about our shipping processes especially international shipments.
Want to preview parts of the Library? Complete the request form and we will send you -- with no charge or obligation -- the first three chapters of the Library.
Printing information: 86 pages, 8.5" x 11", spiral bound.
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