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Organizational Effectiveness Through Feedback Management
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>> Resources
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Review our
Read our latest article on
and learn the dramatic shortcomings of a pooled service delivery design -- and horrific Servcie Recovery.
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Learn how to conduct a survey project from questionnaire design
to survey administration
to data analysis.
 October 5-7, Washington DCNovember 7-11, DubaiFebruary 2011, Phoenix~~~
August 4 to 26, 2010~~~
Learn how to design a
October 13-14, Kuala Lumput
~~~
View a short online presentation
summarizing the concept of surveying and outlining our courses.
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Bolton, Mass.
October 25-27, 2010
including our one-day
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Provides targeted assistance on your survey questionnaire and project while being mentored on good survey practices.
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 Contract Holder GS-02F-0126U
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Need more than
targeted survey consulting?
Great Brook specializes in
the design and execution of
Custom Survey Research Projects to meet
your individual needs.
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Get an experti's review of the feedback management processes in your organization for customers or other stakeholder groups --
or get a deep dive assessment of your survey program.
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Have a question about surveying you'd like to have answered in a future Insight article?
Please contact us.
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Self-help guidance for your survey project
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Private On-site Survey Workshops are available at your company. This may prove more cost effective and deliver immediate value to your survey program as we build your survey instrument in class.
Please contact us for details.
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For a comprehensive list
of survey automation tools
for your survey program.
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Follow the links below for access to:
Research papers and articles from Great BrookBibliographies of books in various subject areas where Great Brook has expertiseSource list of Survey outsourcers and automation tool vendorsResearch Papers & Articles
Please contact us, and we will notify you when we publish new articles.
For a list of articles with synopsis organized by topic, please follow the link to our
"Complaint Identification: A Key Outcome of World Class CRM Surveys""Automated Phone Surveys: IVR Survey Administration Method""Creating a Survey Program for a University Help Desk," October 2007."Service Recovery Turned Sour -- Then Sweet Again," August 2007."Measuring Service Effectiveness," April 2007"The Hazards of Lean Service -- Jet Blue's Valentine's Day Massacre," February 2007."Tips for Selecting an Online Survey Software Tool," Service Insights, January 2007."How to Select a Web Survey Tool," Service Insights, January 2007."Home Depot Customer Satisfaction Survey," Service Insights, November 2006."Practical Points for an Event Survey," Service Insights, November 2006."Customer Experience Management -- By Design," Service Insights, September 2006."(There Is More Than) The One Number You Need to Grow," Service Insights, June 2006."Misleading (or Lying) with Survey Statistics", Service Insights, December 2005."Spam Blocking Options" with Eric Johansson"A Sporting Service Recovery," Insights, July 2005. "Delusions of Knowledge: The Dangers of Poorly Done Research," Insights, March 2005."Survey Question Choice: How Question Format Affects Survey Data Analysis." Insights January 2005"How Broad, How Deep: Lessons from a CRM Implementation" first published in the Cutter IT Journal, September 2000."Survey Sample Selection: The Need to Consider Your Whole Research Program," Insights, November 2004."Scale Design in Surveys: The Impact on Performance Measurement Systems - and the Value of Dispersion," Insights, September 2004."Setting Goals from Survey Data: The Conundrum of Statistics," Insights, July 2004."What's My Line." Insights, June 2004. "Generating Actionable Survey Data," Insights, April 2004."True Customer Care," Insights, January 2004."Statistical Confidence in a Survey: How Many is Enough?" Insights, October 2003."The Importance of Measuring Importance - Correctly - on Customer Surveys," Insights, August 2003. "Computer Owner's Bill of Rights," Insights, June 2003"Customer surveying for small business -- why bother?" Insights, May 2003 and also printed in the July 26, 2002 print edition of the Boston Business Journal."Agathas in Our Midst (Can Lead to Better Products)," Insights, April 2003 and also published in the April 28 2003 edition of the Boston Business Journal"An Old Dog's New Tricks: Surveying by Postal Mail," Insights, February 2003"Keys to a Successful Survey Project," Insights, November 13, 2002."Capturing the Value of Customer Complaints," Insights January 2003 and also published in the November 8, 2002 edition of the Boston Business Journal."Customer Satisfaction Surveys: The Heart of a Great Loyalty Program," originally published in the September 1999 issue of Customer Support Management. "Re-engineering the Support-Development Interface" a synopsis of Fred Van Bennekom's research. "The Color of Feedback." which was the "Viewpoint" in the November 1998 edition of ServiceNews. The unedited version is at the above link. "Challenging the Support Paradigm: Problem Rectification or Problem Prevention," which was the "Viewpoint" article in the February 1997 edition of ServiceNews. "The Support Bullpen," chronicling the similar evolution of the role of relief pitchers in baseball with the role of support organizations. Harvard Management Communication Letter (October 2002) cites Fred Van Bennekom of Great Brook and his Customer Surveying book. Bibliographies
Listed below are links to a number of bibliographies in areas where Great Brook has expertise.
Survey Research Methods