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.

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