“We are killing our customers with good intentions! Yes, we survey our customers until it hurts both them and our companies. This book is critical to helping us stop the madness and get focused on how we can really 'ACT' on the insights we gain from our customers. If you only have one reference point for building a complete strategy for
measuring the contact center’s quality of interactions, it must be this book. Buy it,
read it slowly and ‘ACT on it’ with passion.”
– Mike Trotter, Vice President, Customer Experience, Vonage
“As every good traveler knows, the key to a successful journey is a great road map. Monger and Perkins have provided such a map when it comes to maximizing the use of customer satisfaction surveys. Easy to read and understand, this is a must-read for all contact center managers
using or contemplating the use of an external quality monitoring solution.”
–Chuck Udzinski, Consumer Services Manager, Black & Decker
"Monger and Perkins do a solid job of integrating the trade literature with academic knowledge of the survey process. They are clearly well equipped to dispense pain relief in this field"
–David Drews, Professor Emeritus of Psychology, Juniata College
"It can't be said better than is stated in the book: Herein lies the informed decision-making capability to obtaining meaningful customer intelligence. Just as the health of your business is in jeopardy if you choose to ignore the voices and actions of your customers, so is it too if your method of harnessing customer intelligence yields useless, non-actionable information. Reading this book will open your eyes to things you didn't know that you need to know."
–Fredia Berry, President, Call Center Industry Advisory Council (CIAC)
“A very well-written and useful book about how to gather sound customer information that can be used to advantage by industry. The book selects the most relevant research and delivers critical and well-balanced advice that is both thoughtful and accessible. These days, business people cannot avoid measuring customer response… this
book tells them what to do, and what not to do.”
–Robert East, Professor of Consumer Behavior, Kingston University, London