Modern analysis of customer surveys : with applications using R /

• Corporate Author: Wiley InterScience (Online service)
• Other Authors: Kenett, Ron (Editor), Salini, Silvia (Editor)
• Format: eBook
• Language: English
• Published: Chichester : John Wiley & Sons, 2011.
• Series: Statistics in practice.
• Subjects: Consumer satisfaction > Research > Statistical methods.; Consumer satisfaction > Evaluation.; Consumers > Research > Statistical methods.; Consumers > Research > Data processing.; Sampling (Statistics) > Evaluation.; Surveys > Statistical methods.; Surveys > Data processing.; BUSINESS & ECONOMICS > Marketing > Research.; Electronic books.
• Physical Description: 1 online resource (xxiv, 500 pages).
• Bibliography: Includes bibliographical references and index.
• ISBN: 9781119961154; 1119961157; 9781119961161; 1119961165; 9781119961383; 1119961386; 9781119961390; 1119961394; 1283333120; 9781283333122
• DOI: 10.1002/9781119961154

This book introduces customer satisfaction surveys, with focus on the classical problems of analysing them, which include; missing values, outliers, sampling techniques, integration of different data sources, as well as modern and non-standard tools. Each chapter describes, in detail, a different technique that is applied to the standard data set along with R scripts featuring on a supporting website. Most of the techniques featured in this book are applied to a standard set of data collected from 266 companies (customers) participating in the Annual Customer Satisfaction Survey (ACSS) of a global company. The data refers to a questionnaire consisting of 81 questions that covered a wide range of service and product perspectives.