Customer surveys for agency managers : what managers need to know /
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| Format: | Book |
| Language: | English |
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Washington, D.C. : Lanham, MD :
Urban Institute Press ; Distributed in North America by University Press of America,
c1998
Washington, D.C. : Lanham, MD : Urban Institute Press ; Distributed in North American by University Press of America, c1998 Washington, D.C. : Urban Institute Press, c1998 Washington, D.C. : Lanham, MD : [1998] |
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Table of Contents:
- Why Surveys for Agencies?
- This Guide's Audience and Scope
- Organization of This Guide
- Pt. 1 The Essentials: What Managers Need to Know about Customer Surveys. 1. What Are the Main Purposes of Customer Surveys? 2. What Specific Information Can (and Should) Customer Surveys Provide? 3. What Customer Surveys Cannot Tell You. 4. What Are the Major Problems with Surveys? 5. Whom Should You Survey? 6. Who Said What? The Need for Breakouts of Survey Findings. 7. Who Should Conduct the Survey? 8. When Should Surveys Be Done? 9. How Much Accuracy Do You Need? What Are the Major Potential Sources of Error? 10. What Determines Survey Costs? 11. What Do the Data Mean? 12. What Respondent Rights Need to Be Protected? 13. How Should Customer Survey Findings Be Reported? What if the News Is Bad? 14. What Should Be the Role of Elected Officials (or Board Members) in Customer Surveys?
- Pt. 2. Survey Administration and Sampling. 15. What Are the Key Steps in Conducting a Survey? 16. How Can Questionnaires Be Administered to Respondents? What Are the Pros, Cons, and Costs of Each Option? 17. What Are the Key Elements of Survey Costs? How Can They Be Reduced? 18. Should You Sample? What Are the Key Concerns in Sampling?
- Pt. 3. Summary Checklist of Recommendations for Agency Managers
- App. 1. Portland Citizen Survey Questionnaire
- App. 2. Guidelines for Contracting Customer Surveys
- App. 3. Formula for Calculating Confidence Intervals for Percentages.
- Why Surveys for Agencies?
- This Guide's Audience and Scope
- Organization of This Guide
- pt. 1 The Essentials: What Managers Need to Know about Customer Surveys. 1. What Are the Main Purposes of Customer Surveys? 2. What Specific Information Can (and Should) Customer Surveys Provide? 3. What Customer Surveys Cannot Tell You. 4. What Are the Major Problems with Surveys? 5. Whom Should You Survey? 6. Who Said What? The Need for Breakouts of Survey Findings. 7. Who Should Conduct the Survey? 8. When Should Surveys Be Done? 9. How Much Accuracy Do You Need? What Are the Major Potential Sources of Error? 10. What Determines Survey Costs? 11. What Do the Data Mean? 12. What Respondent Rights Need to Be Protected?