Books

Three books, one method: check the evidence before it counts. Like a badminton match, they come in three games.

1. 1Game 1 · 24 chapters

   

   Is This Review Real?

   A Practical Guide to Verifying User Feedback, Reviews and Complaints

   A step-by-step method for checking whether reviews, complaints and survey answers are genuine: start with the claim, read patterns in time and across reviews, ask for evidence and run a fair verification process with clear decision rules. The last chapter takes its lessons from the badminton court.

   Parts of the book

   1. Part IWhy Verification Matters
   2. Part IIThe Verification Toolkit
   3. Part IIIRunning a Verification Process

   ISBN 9788446281948

2. 2Game 2 · 25 chapters

   

   Quality You Can Measure

   A Practical Guide to Customer Support Quality Assurance

   How to build a customer support quality programme that measures what matters: scorecards, calibration, coaching and consistency, with special attention to complaints, customers in vulnerable situations and services that hold money.

   Parts of the book

   1. Part IFoundations
   2. Part IIBuilding a Quality Programme
   3. Part IIIWhere Quality Matters Most

   ISBN 9788418190933

3. 3Game 3 · 26 chapters

   

   Listening to Customers by the Numbers

   A Practical Guide to Designing and Analysing Surveys and Feedback

   How to design surveys that ask the right questions and analyse the answers honestly, from sampling and response bias to margins of error, weighting, open text and the final report. One chapter follows a badminton club survey.

   Parts of the book

   1. Part IDesigning
   2. Part IIAnalysing
   3. Part IIICommunicating and Acting

   ISBN 9788482199351