This manual was developed to assist school jurisdiction personnel in implementing effective customer satisfaction surveys by telephone or through mailed surveys to be completed by the customer. It provides background information about market research field activities and processes and gives an overview of the entire data collection process, including interviewing and survey construction techniques. A section on sampling describes how to identify the number of responses that will be required to ensure proportionate representation. A section on telephone interviewing discusses interview contents and interviewing techniques. A final section of the manual focuses on mail surveys, and ways to deal with the information generated. Appendix A provides a sample of telephone surveys used in actual research, and Appendix B presents a sample cover letter for a survey. (Contains 4 tables.) (SLD)