Provides detailed information on how to construct, evaluate, and use questionnaires, explaining both qualitative and quantitative aspects and scientific principles in simple terms. Contains chapters on developing customer requirements, questionnaire construction, and using questionnaires in software quality, the facilities department, banking, the automobile industry, and the statistical support department. Includes a chapter of example questionnaires and appendices on statistics concepts. New to this second edition are chapters on sampling methods and presenting examples on real customer satisfaction measures. Annotation c. by Book News, Inc., Portland, Or.