1. 准备阶段：

  a. 确定目标：明确客户满意度调查的具体目标，例如评估服务质量、资源可用性、员工表现等。

  b. 规划资源：分配必要的资源，包括人员、预算和技术，以进行调查。

  c. 设计调查工具：制定涵盖图书馆服务和用户体验相关方面的问卷或访谈指南。

  2. 样本选择：

  a. 确定目标受众：确定调查的目标受众，如学生、教师、研究人员或社区成员。

  b. 确定样本大小：确定适当的样本大小，能够代表图书馆的用户群体。

  c. 采样方法：选择采样方法，如随机抽样或分层抽样，以确保样本的代表性。

  3. 数据收集：

  a. 进行调查：通过在线调查、纸质调查或面对面访谈等方式，将调查工具分发给选定的样本群体。

  b. 收集回应：有条理地收集参与者的回应。

  c. 保证保密性：确保受访者数据的保密性和匿名性，以鼓励真实和客观的反馈。

  4. 数据分析：

  a. 数据清理：清理和组织收集到的数据，检查错误或缺失值。

  b. 分析定量数据：使用适当的统计方法分析数值数据，如计算平均值、百分比或进行相关性分析。

  c. 分析定性数据：进行主题分析或内容分析，从开放性回答或定性反馈中提取有意义的见解。

  d. 结果解释：解释分析的数据，识别模式、趋势、优势、劣势和改进方向。

  5. 报告和行动计划：

  a. 准备综合报告：总结调查结果，包括关键发现、分析和见解。

  b. 确定改进领域：根据调查结果，确定需要改进的具体领域，如服务改进、资源配置、员工培训或设施升级等。

  c. 制定行动计划：制定可行的建议和策略，以解决确定的改进领域。

  d. 沟通发现：将调查结果和行动计划与相关利益相关者共享，包括图书馆管理层、员工和用户。

  6. 实施和监测：

  a. 实施改进措施：执行根据调查结果制定的行动计划。

  b. 监测进展：定期评估已实施改进措施的效果，并根据需要进行调整。

  c. 重复调查：定期进行客户满意度调查，跟踪用户满意度的变化，评估改进努力的影响。

  通过遵循这个执行流程，图书馆可以收集宝贵的反馈意见，识别改进领域，并不断改进服务，以满足用户的需求和期望。

 

  本文由上书房信息咨询（SSF）出品，欢迎转载，请注明出处。中国独立第三方调研机构湖南知名市场调查公司上书房信息咨询针对不同行业、不同对象进行了研究衍生，包括顾客满意度、客户满意度、物业满意度、员工满意度、商户满意度、患者满意度等不同行业、不同类型被访者进行针对性的研究模型。为客户提供极具性价比的问卷调查服务，从问卷设计、前期调查、到抽样设计、现场执行，再到质控管理、数据清洗等，让市场调查更快捷、更高效、更经济、更便利、更精准。

  南昌市场调查公司上书房信息咨询（SSF）在2022年服务客户超过100家，包含了写字楼、产业园区、住宅、上海第三方满意度测评、景区满意度调查、满意度调查问卷、深圳公众民意调研、深圳消费者市场调研、广州医院满意度测评、开展购物满意度调查、成都窗口满意度测评、满意度调查报告、广州第三评估市场调查、深圳地铁广告效果评估、开展供水服务市场调研、社会满意度调查、上海小区业主满意度调查等多种类型，调查项目覆盖了国内160余个城市，通过电话调查、网络问卷、现场访问、深度访谈、焦点小组等方式调研有效样本超5,000,000个。

  1. Preparatory Phase:

  a. Define objectives: Determine the specific objectives of the customer satisfaction survey, such as assessing service quality, resource availability, staff performance, etc.

  b. Plan resources: Allocate necessary resources, including personnel, budget, and technology, for conducting the survey.

  c. Design survey instruments: Develop a questionnaire or interview guide that covers relevant aspects of library services and user experience.

  2. Sample Selection:

  a. Identify target audience: Define the target audience for the survey, such as students, faculty, researchers, or community members.

  b. Determine sample size: Decide on an appropriate sample size that represents the library's user population.

  c. Sampling method: Choose a sampling method, such as random sampling or stratified sampling, to ensure the sample's representativeness.

  3. Data Collection:

  a. Administer surveys: Distribute the survey instruments to the selected sample group through various methods, such as online surveys, paper-based surveys, or in-person interviews.

  b. Collect responses: Gather the responses from the participants in a systematic and organized manner.

  c. Ensure confidentiality: Ensure the confidentiality and anonymity of respondents' data to encourage honest and unbiased feedback.

  4. Data Analysis:

  a. Data cleaning: Clean and organize the collected data, checking for errors or missing values.

  b. Analyze quantitative data: Use appropriate statistical methods to analyze numerical data, such as calculating averages, percentages, or conducting correlation analysis.

  c. Analyze qualitative data: Conduct thematic analysis or content analysis to extract meaningful insights from open-ended responses or qualitative feedback.

  d. Interpret results: Interpret the analyzed data to identify patterns, trends, strengths, weaknesses, and areas for improvement.

  5. Reporting and Action Planning:

  a. Prepare a comprehensive report: Summarize the survey findings, including key results, analysis, and insights.

  b. Identify improvement areas: Based on the survey results, pinpoint specific areas where improvements can be made, such as service enhancements, resource allocation, staff training, or facility upgrades.

  c. Develop action plans: Formulate actionable recommendations and strategies to address the identified areas for improvement.

  d. Communicate findings: Share the survey results and action plans with relevant stakeholders, including library management, staff, and users.

  6. Implementation and Monitoring:

  a. Implement improvement initiatives: Execute the action plans developed based on the survey findings.

  b. Monitor progress: Regularly assess the effectiveness of implemented improvements and make adjustments as needed.

  c. Repeat the survey: Conduct periodic customer satisfaction surveys to track changes in user satisfaction over time and evaluate the impact of improvement efforts.

  By following this execution process, libraries can gather valuable feedback, identify areas for enhancement, and continuously improve their services to meet the needs and expectations of their customers.