Modern Analysis of Customer Surveys: with Applications using R

Ron S. Kenett · Silvia Salini

Nov. 2011 · Verkoop deur John Wiley & Sons

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Modern Analysis of Customer Surveys: with applications using R

Customer survey studies deal with customer, consumer 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. This book demonstrates how integrating such basic analysis with more advanced tools, provides insights into non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey.

Key features:

• Provides 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.

Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.

www.wiley.com/go/modern_analysis

STATISTICS IN PRACTICE

A series of practical books outlining the use of statistical techniques in a wide range of applications areas:

• HUMAN AND BIOLOGICAL SCIENCES

EARTH AND ENVIRONMENTAL SCIENCES

INDUSTRY, COMMERCE AND FINANCE

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Edited by

RON S. KENETT, KPA Ltd., Raanana, Israel, University of Turin, Italy, and NYU-Poly, Center for Risk Engineering, New York, USA

SILVIA SALINI, Department of Economics, Business and Statistics, University of Milan, Italy