Modern analysis of customer surveys with applications using R
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 te...
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| Format: | eBook |
| Language: | English |
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Chichester
John Wiley & Sons
2011
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| Series: | Statistics in practice
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| Collection: | O'Reilly - Collection details see MPG.ReNa |
| Summary: | 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 |
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| Physical Description: | xxiv, 500 pages |
| ISBN: | 9781283333122 9781119961383 9786613333124 1119961386 9781119961390 1119961157 1119961394 1119961165 9781119961161 1283333120 9781119961154 |