1. 準備階段：

  a. 確定目標：明確客戶滿意度調查的具體目標，例如評估服務質量、資源可用性、員工表現等。

  b. 規劃資源：分配必要的資源，包括人員、預算和技術，以進行調查。

  c. 設計調查工具：制定涵蓋圖書館服務和用戶體驗相關方面的問卷或訪談指南。

  2. 樣本選擇：

  a. 確定目標受眾：確定調查的目標受眾，如學生、教師、研究人員或社區成員。

  b. 確定樣本大小：確定適當的樣本大小，能夠代表圖書館的用戶群體。

  c. 采樣方法：選擇采樣方法，如隨機抽樣或分層抽樣，以確保樣本的代表性。

  3. 數據收集：

  a. 進行調查：通過在線調查、紙質調查或面對面訪談等方式，將調查工具分發給選定的樣本群體。

  b. 收集回應：有條理地收集參與者的回應。

  c. 保證保密性：確保受訪者數據的保密性和匿名性，以鼓勵真實和客觀的反饋。

  4. 數據分析：

  a. 數據清理：清理和組織收集到的數據，檢查錯誤或缺失值。

  b. 分析定量數據：使用適當的統計方法分析數值數據，如計算平均值、百分比或進行相關性分析。

  c. 分析定性數據：進行主題分析或內容分析，從開放性回答或定性反饋中提取有意義的見解。

  d. 結果解釋：解釋分析的數據，識別模式、趨勢、優勢、劣勢和改進方向。

  5. 報告和行動計劃：

  a. 準備綜合報告：總結調查結果，包括關鍵發現、分析和見解。

  b. 確定改進領域：根據調查結果，確定需要改進的具體領域，如服務改進、資源配置、員工培訓或設施升級等。

  c. 制定行動計劃：制定可行的建議和策略，以解決確定的改進領域。

  d. 溝通發現：將調查結果和行動計劃與相關利益相關者共享，包括圖書館管理層、員工和用戶。

  6. 實施和監測：

  a. 實施改進措施：執行根據調查結果制定的行動計劃。

  b. 監測進展：定期評估已實施改進措施的效果，并根據需要進行調整。

  c. 重復調查：定期進行客戶滿意度調查，跟蹤用戶滿意度的變化，評估改進努力的影響。

  通過遵循這個執行流程，圖書館可以收集寶貴的反饋意見，識別改進領域，并不斷改進服務，以滿足用戶的需求和期望。

 

  本文由上書房信息咨詢（SSF）出品，歡迎轉載，請注明出處。中國獨立第三方調研機構湖南知名市場調查公司上書房信息咨詢針對不同行業、不同對象進行了研究衍生，包括顧客滿意度、客戶滿意度、物業滿意度、員工滿意度、商戶滿意度、患者滿意度等不同行業、不同類型被訪者進行針對性的研究模型。為客戶提供極具性價比的問卷調查服務，從問卷設計、前期調查、到抽樣設計、現場執行，再到質控管理、數據清洗等，讓市場調查更快捷、更高效、更經濟、更便利、更精準。

  南昌市場調查公司上書房信息咨詢（SSF）在2022年服務客戶超過100家，包含了寫字樓、產業園區、住宅、上海第三方滿意度測評、景區滿意度調查、滿意度調查問卷、深圳公眾民意調研、深圳消費者市場調研、廣州醫院滿意度測評、開展購物滿意度調查、成都窗口滿意度測評、滿意度調查報告、廣州第三評估市場調查、深圳地鐵廣告效果評估、開展供水服務市場調研、社會滿意度調查、上海小區業主滿意度調查等多種類型，調查項目覆蓋了國內160余個城市，通過電話調查、網絡問卷、現場訪問、深度訪談、焦點小組等方式調研有效樣本超5,000,000個。

  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.