特集論説
民間企業が行うCS調査の手法
―自治体住民調査への応用を視野に―
2023 年 46 巻 4 号 p. 27-32
詳細
2023 年 46 巻 4 号 p. 27-32
Customer satisfaction surveys are one type of survey conducted by companies targeting their customers. They are used for a wide range of purposes, such as understanding needs and satisfaction levels regarding the company and its products. Questionnaire surveys are a method that can capture the emotions of the survey targets. By measuring these, it is possible to foresee the future at an early stage. Municipalities also need to capture the feelings and background of residents who want to continue living there rather than just judging the situation by following the actual numbers of residents moving in and out.
When comparing the CS surveys conducted by the private sector and the surveys of residents conducted by municipalities, many similarities can be seen. Private-sector CS surveys have their own methods of surveying, creating questions, analyzing methods, and obtaining results. This know-how can be applied directly to resident surveys conducted by municipalities. This article will explain the methods of CS surveys conducted by private companies, focusing on the know-how that can be applied to resident surveys conducted by municipalities.
