The guideline summarizes best practices from existing surveys and introduces a concise framework for collecting meaningful feedback from facility users. It highlights key dimensions of user satisfaction, including the quality of scientific support, technical infrastructure, access and booking processes, response times, and the reliability of research results. The guide also discusses the use of established survey metrics such as the Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS).
In addition, the publication provides practical advice on questionnaire design, data protection, and strategies to avoid survey fatigue, helping facilities collect actionable feedback while respecting users’ time and privacy.
The guideline was developed in collaboration with Core Facilities and technology platforms in Germany and Austria and aims to support evidence-based service development across the research community. Thanks to Julia Nagy from the ULM Life Science & Medicine Technology Center (ULMTeC) for initiating the project during the 7th Ulm Workshop „Administrative Herausforderungen in Core Facilities & Technologieplattformen“.
The full guideline is available here or via the link listed below
The document can be shared under a Creative Commons Lizenz.