... 28smiSoftware Metrics, Inc.Further Reading“Listening to the Voice of the Customer by Jon Anton and Debra Perkins, Alexander Communication Group, 1997 Customer Satisfaction Tools, Techniques, ... Metrics, Inc.Example Survey Question -3Overall, considering all of these characteristics, how satisfied are you with the Advance Targeting System application. Again, please use the seven-point ... to support the analysis The analysis must correlate attributes against the overall results to help define follow-up actionsPage 27smiSoftware Metrics, Inc.Conclusions Customer satisfaction...