RE: Books on developing survey questions

["Giordano, Connie" <connie -dot- giordano -at- twcable -dot- com>]

Leann,

Here's a website that's a useful place to start:  
http://www.reachcustomersonline.com/index.php/article_detail/how_to_cond
uct_an_online_survey_and_engage_customers_in_a_dialogue/

The only book I have information on at the moment is extremely academic:

Communication Research Measures: A Sourcebook. (Rubin, Palmgreen, &
Sypher), Guilford Press.

I'd also suggest taking a look at usability resources such as the
Usability Professionals Association (www.upassoc.org), Information by
Design (http://www.informationdesign.org), Digital Web Magazine
(http://www.digital-web.com/) Stephen Krug's "Don't Make Me Think" and
Seth Godin's "Big Red Fez:  How to make any website better." These don't
have information on specific survey resources, but would provide useful
areas to consider when you build your surveys around usabiility and
customer satisfaction.

Good luck

Connie Giordano
Knowledge Management Supervisor
Time Warner Cable
7910 Crescent Executive Drive
Charlotte, NC  28217
Phone:  704-731-3755
Mobile:  704-957-8450
AIM:  rightwords43
 
"It's kind of fun to do the impossible." - Walt Disney


-----Original Message-----
From: bounce-techwr-l-175203 -at- lists -dot- techwr-l -dot- com
[mailto:bounce-techwr-l-175203 -at- lists -dot- techwr-l -dot- com] On Behalf Of Leann
Winston
Sent: Tuesday, April 19, 2005 11:15 AM
To: TECHWR-L
Subject: Books on developing survey questions


Can anyone suggest any good books on how to develop survey questions for
customer service and/or web site usability?  I am the online marketing
coordinator for an e-commerce site that sells steel buildings and we are
trying to develop some customer service survey questions as well as some
questions about how our site navigates.  Any suggestions would be
appreciated.

Thanks!
Leann



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