| White Paper/Article Reference | Summary of Paper |
| Hayes, B.E., Goodden, R., Atkinson, R., Murdock, F. & Smith, D. (2010). Where to Start: Experts weigh in on what all of us can learn from Toyota’s challenges. Quality Progress, April, 16-23. | Paper discusses best practices in customer feedback programs across six (6) areas: Strategy, Governance, Business Process Integration, Method, Reporting and Research. Read entire article. |
| Hayes, B. E. (2008). Customer loyalty 2.0: The Net Promoter Score debate and the meaning of customer loyalty, Quirk’s Marketing Research Review, October, 54-62. | Paper reviews and critiques the Net Promoter® Score (NPS). Researcher shows that NPS claims are overstated; other loyalty questions (overall sat, buy again) are just as effective at predicting growth. Use of only NPS can lead to lost revenue. Read entire article. |
| Hayes, B. E. (2008). The true test of loyalty. Quality Progress. June, 20-26. | Paper demonstrates that customer loyalty consists of three components: Retention, Advocacy, and Purchasing, each measured by Retention Loyalty Index, Advocacy Loyalty Index and Purchasing Loyalty Index. Each predicts different types of business growth. Read entire article. |
| Hayes, B. E. (1994). How to measure empowerment. Quality Progress, 27(2), 41-46. | A classic. Paper discusses need to define and measure empowerment. Researcher develops reliable measure of employee perceptions of empowerment, the Employee Empowerment Questionnaire (EEQ). The EEQ was related to important employee attitudes (job satisfaction). Read entire article. |
| Hayes, B. E., Perander, J., Smecko, T., & Trask, J. (1998). Measuring perceptions of workplace safety: Development and validation of the work safety scale. Journal of Safety Research, 29(3), 145-161. | Paper discusses development of employee perceptions of workplace safety, The Work Safety Scale (WSS). The WSS measures five different components of perceptions of safety at work. The WSS is related to employees’ reported accident rates and their compliance with safety behaviors. Read article here. |
| Books | Summary of Book |
| Hayes, B. E. (2009). Beyond the ultimate question: A systematic approach to improve customer loyalty. Quality Press. Milwaukee, WI. | Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty. Best practices of customer feedback programs are identified. Case studies of Oracle and Akamai customer feedback programs are included. Buy book. |
| Hayes, B. E. (2008). Measuring customer satisfaction and loyalty: Survey design, use and statistical analysis methods (3rd ed.). Quality Press. Milwaukee, WI. | Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty. Examples of use of customer surveys are used, including driver analysis, KPIs, dashboards, and more. Buy book. |
