1/34公共服务质量监测技术指南（2016版）指导单位：质检总局质量管理司2/34起草单位：上海质量管理科学研究院中国标准化研究院2016年6月/34目录前言.............................................................................................错误！未定义书签。1组织流程....................................................................................................................12监测领域....................................................................................................................43监测指标....................................................................................................................53.1指标特性..........................................................................................................53.2指标选取..........................................................................................................64数据采集....................................................................................................................65问卷调查....................................................................................................................75.1调查对象..........................................................................................................75.2调查方式..........................................................................................................75.3抽样准则..........................................................................................................85.4问卷设计........................................................................................................105.5调查实施........................................................................................................115.6结果测算........................................................................................................126舆情信息采集..........................................................................................................136.1分析目标........................................................................................................136.2技术要求........................................................................................................136.3一般流程........................................................................................................147报告形成..................................................................................................................147.1报告撰写........................................................................................................147.2报告论证........................................................................................................147.3结果检验........................................................................................................15附件1公共服务质量监测调查标准问卷................................................................16附件2公共服务质量监测调查问卷数据格式........................................................19附件3公共服务统计指标库....................................................................................21附件4舆情信息采集及分析案例............................................................................23附件5公共服务质量监测报告规范........................................................................271/34前言公共服务是建立在一定社会共识基础上，根据一...
