My name is Aale Roos. I have majored in statistics and have published some texts on Customer Satisfaction Measurement.
- Implementing Service and Support Management Processes: A Practical Guide, the industry’s first prescriptive guide to implementing IT Infrastructure Library (ITIL®) and other processes specific to the IT support center environment. Van Haren Publishing 2005.
- How to Measure Customer Satisfaction, Help Desk Institute 2004.