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>>  Customer Research Bibliography

Review our Read our latest article on United Customer Service and learn the dramatic shortcomings of a pooled service delivery design -- and horrific Servcie Recovery.

Survey Design Workshop Survey Data Analysis Workshop Survey Guidebook Questionnaire Library Survey Mentor Customer Feedback Audits Survey Research Projects Service Recovery Programs

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 October 13-14, Kuala Lumput ~~~ 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 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.

Design for Supportability Research Report Product Supportability Consulting

Have a question about surveying you'd like to have answered in a future Insight 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.

Focus Groups : Theory and Practice (Applied Social Research Methods Series, Vol. 20); David W. Stewart, Prem N. Shamdasani, 1990.  Approximately $22.
The Focus Group : A Strategic Guide to Organizing, Conducting and Analyzing the Focus Group Interview; Jane Farley Templeton, 1994.  Approximately $20.
Focus Groups : A Practical Guide for Applied Research; Richard A. Krueger, 1994.  Approximately $27.
Focused Interview : A Manual of Problems and Procedures; Robert King Merton, 1990, 200 pages.  Approximately $16.
Research Methods in Social Relations, Charles M. Judd, Louise H. Kidder, Eliot R. Smith, 1991, approx. $81.00.   This is a comprehensive textbook on how to perform valid, reliable research.  Its strength is that it provides the fundamental understanding of what it means to perform good research.