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>>  Survey Research Bibliography

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Learn how to conduct a survey project from questionnaire design to survey administration to data analysis. Survey Design & Data Analysis October 5-7, Washington DC November 7-11, Dubai February 2011, Phoenix ~~~ Survey Workshop Webinars August 4 to 26,  2010 ~~~ Learn how to design a Customer Feedback Program Design December 8-9, Kuala Lumpur ~~~ View a short online presentation Survey Workshop Overview summarizing the concept of surveying and outlining our courses.

Voice of the Customer Conference The International Golf Club Bolton, Mass. October 25-27, 2010 including our one-day Customer Survey Design Bootcamp

Provides targeted assistance on your survey questionnaire and project while being mentored on good survey practices.

Contract Holder GS-02F-0126U

Need more than targeted survey consulting?   Great Brook specializes in the design and execution of Custom Survey Research Projects to meet your individual needs.

Get an expert'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.

Design for Supportability Research Report Product Supportability Consulting

Have a question about surveying you'd like to have answered in a future CLF article?   Please contact us.

Self-help guidance for your survey project

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.

For a comprehensive list of survey automation tools for your survey program.

Customer Surveying: A Guidebook for Support Service Managers, by Dr. Frederick C. Van Bennekom, 2002.  Customer Service Press. 256 pages.   $44.95. For a detailed table of contents and other information, please follow this link.  To order from Great Brook, please contact us or use our secure on-line order form.  Also available from the Call Center Store, and Amazon.
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System by Michael D. Johnson,  Anders Gustafsson
Analysis of Customer Satisfaction Data, by Derek R. Allen and Tanniru R. Rao, 2000, Quality Press.  260 pages.  Approximately $45.
How to Measure Service Quality and Customer Satisfaction by Chuck Chakrpani, 1999.  Approximately $45.
The Survey Research Handbook : Guidelines and Strategies for Conducting a Survey (The Irwin Series in Marketing); Pamela L. Alreck, Robert B. Settle, 1994. 450 pages.  Approximately $45.   This is the text we use most heavily.  It is well organized and presents a wealth of information, particularly about various types of question formats.  It should be readable for the novice, but it will be challenging.
Measuring Customer Satisfaction : Survey Design, Use, and Statistical Analysis Methods by Bob E. Hayes, 1997.  278 pages.  Approximately $21.   This book from the ASQ Press has some major strong points for those wishing to create their own customer satisfaction surveys.  Its primary strength lies in its explanation of a structured approach to developing a reliable survey instrument (or questionnaire).  If you think that creating a survey is just a matter of writing a bunch of questions, then this book will provide much meaningful insight and direction.   Hayes' book is also strong in showing how to apply statistical techniques to analyze the data generated by a survey.  The book is strong on giving fairly detailed examples that most readers should be able to follow, and all the instrument examples focus on customer satisfaction measure.  Some background in statistics is likely necessary for the more advanced statistical techniques.  The book is a little light on describing the full range of question formats and scales.
Customer Satisfaction Measurement and Management, Earl Naumann and Kathleen Giel, 1995, 457 pages, approx. $37. This book extensively covers the topic of customer satisfaction from soup to nuts in its 457 pages.  There is some technical jargon, but not enough to get in the way of someone with no background in survey design.  A real strong point is the chapter on writing good survey questions, covering question formats and the use of anchors.  You will be surprised how many fine points there are in crafted a proper question.
Mail and Telephone Surveys : The Total Design Method; Don A., Dillman, 325 pages, approximately $75.
The Survey Kit : How to Analyze Survey Data/How to Measure Survey Reliability and Validity/How to Sample in Surveys/How to Design Surveys; Arlene Fink (Editor), Mark S. Litwin, 1995.  Approximately $160.   This is a complete boxed set that covers all the bases.
Survey Research Methods (Applied Social Research Methods Series, Vol. 1); Floyd J. Fowler, 1993.  Approximately $22.   Books from this series are good reference pieces.  They are not books to start the learning process in a new area, but they always contain useful information well presented.
Improving Survey Questions : Design and Evaluation (Applied Social Research Methods Series, Vol. 38); Floyd J. Fowler, Jr., 1995.   Approximately $22.
Designing and Conducting Survey Research : A Comprehensive Guide (Jossey-Bass Public Administration Series); Louis M. Rea, Richard A. Parker (Contributor), Alan Shrader (Editor), 1997.  Approximately $33.
How to Conduct Your Own Survey; Priscilla Salant, Don A. Dillman (Contributor), 1994.  Approximately $15.
Improving Your Measurement of Customer Satisfaction : A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement, Terry G. Vavra, Ph.D., 1997, approx. $38. This book addresses the five integral components of a customer satisfaction measurement process: 1) sampling, customer-participant selection; 2) questionnaire design; 3) interviewing/survey administration; 4) data analysis; 5) quality function deployment for building action plans for improvement.