Recommended books
Recommended literature
If you are interested in obtaining more information about how to measure customer satisfaction, we recommend you to read the following books:
Roland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham
Return on Quality
Measuring the Financial Impact of Your Company's Quest for Quality
Probus Publishing Company, Chicago, Illinois, 1994
Michael J. Wing
The Arthur Andersen Guide to Talking with your Customers
What they will tell you about your business
When you ask the right questions
Upstart Publishing Company, Chicago, Illinois
Bob E. Hayes
Measuring Customer Satisfaction
Survey Design, Use and Statistical Analysis Methods
ASQ Quality Press, Milwaukee, Wisconsin
Asking Questions,
The Definitive Guide to Questionnaire Design,
Revised Edition, 2004, Joessey-Bass, San Francisco
