Kenett R., Salini S. (Eds.) Modern Analysis of Customer Surveys: with Applications using R

Wiley, 2012. — 509 p. — ISBN: 0470971282, 9780470971284Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey.Key featuresProvides an integrated, case-studies based approach to analysing customer survey data.
Presents a general introduction to customer surveys, within an organization’s business cycle.
Contains classical techniques with modern and non standard tools.
Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments.
Accompanied by a supporting website containing datasets and R scripts.ForewordBasic aspects of Customer Satisfaction Survey Data Analysis
Standards and classical techniques in data analysis of customer satisfaction surveys
The ABC annual customer satisfaction survey
Census and sample surveys
Measurement scales
Integrated analysis
Web surveys
The concept and assessment of customer satisfaction
Missing data and imputation methods
Outliers and robustness for ordinal data
Modern Techniques in Customer Satisfaction Survey Data Analysis
Statistical inference for causal effects
Bayesian networks applied to customer surveys
Log-linear model methods
CUB models: Statistical methods and empirical evidence
The Rasch model
Tree-based methods and decision trees
PLS models
Nonlinear principal component analysis
Multidimensional scaling
Multilevel models for ordinal data
Quality standards and control charts applied to customer surveys
Fuzzy Methods and Satisfaction IndicesAppendix An introduction to R