About Bob E. Hayes, Ph.D.

Dr. Hayes is Business Over Broadway (B.O.B.), providing consultation and direction to help companies maximize the value of their survey programs. Additionally, he is actively engaged in the scientific study of customer satisfaction and loyalty issues, including critical studies of the measurement and meaning of customer loyalty (Net Promoter Score (NPS) methodology) and the identification of customer feedback program best practices.

He is a recognized expert in customer satisfaction and loyalty management and measurement, and author of the books, Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty. Dr. Hayes received his Ph.D. in industrial organizational psychology from Bowling Green State University, where he had extensive training in organizational psychology, statistics, survey development and research methodology. He has extensive experience in the development, validation and implementation of surveys including employee, customer and partner surveys.

Dr. Hayes has conducted survey research for many enterprise companies including Siebel Systems, Oracle, Agilent Technologies, Sophos, and Cisco Systems. He has managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. He has published numerous articles in both scientific and trade journals and presented research at national and international conferences on the measurement of customer satisfaction, employee empowerment, and employee perceptions of workplace safety.

For more information, email Bob.