ABSTRACT
This is not a book about the relative merits of specific software packages but we will briefly outline the main software options for analysing customer satisfaction data. There is a wide choice of specialist computer software for analysing survey results. One of the
most common packages is ‘SNAP’, developed by Mercator Computer Systems. Designed to be
user-friendly, the program allows you to enter results as though you were writing them on the
questionnaire. Statistical analyses are displayed in table or chart form. Pinpoint by Logotron is
similarly aimed at market researchers, and SPSS by SPSS (UK) Ltd is a sophisticated statistical
analysis package. Details of suppliers of specialist software are provided in Appendix 4.
