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 "More public managers will need to reach out to the customers and groups affected by their services to obtain opinions, ratings and preferences. This book has the potential to fill a great need and contribute to better public management." — Martha W. Marshall Office of Executive Management Prince William County, Virginia
Public managers across the country are beginning to use customer surveys to find out what citizens really think about the quality of public services. Customer Surveys for Agency Managers serves as a unique guide to help managers plan, conduct and evaluate such surveys. Topics covered by the book include: types of information appropriate for surveys, categories of respondents, options for administering surveys, steps in the survey process, sampling strategies, sources of survey errors and remedies. See the Table of Contents and the Introduction for an overview of what managers need to know, as outlined by authors Harry Hatry, John Marcotte, Therese Van Houten, and Carol Weiss. In an interview, lead author Harry Hatry explains why customer surveys are emerging as a major new tool for improving government services. Order this book.
Customer Surveys for Agency Managers: What Managers Need to Know, by Harry P. Hatry, John E. Marcotte, Thérèse Van Houten and Carol H. Weiss, is available from the Urban Institute Press (cloth, ISBN 0-87766-671-7, $42.00; paper, ISBN 0-87766-672-5, $23.50). To obtain a copy call (202) 261-5687 or 800.537.5487.
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