Problems of monitoring customer satisfaction with the quality of products and services offered to them in an unstable environment

The article discusses the importance of social research in relation to social objects in an unstable environment. The instability of the external environment determines the threats and opportunities for the existence of social objects. The external environment is characterized by the action of political, economic, social, technological, environmental factors. The subject of the study is satisfaction with the quality ofproducts and services produced by social facilities. Social objects are links in a scalar chain. They are interconnected and act on each other. Depending on the size, social facilities predetermine the requirements for the quality of their products and services from the target audience. Quality is considered as a criterion characterizing the stability of the existence of social objects. Quality evaluates not only the results of the work of social objects, but also the mechanism of their interaction. Social objects should not only adhere to quality requirements in their work, but also be members of the target audience, that is, act as consumers. The possibility and necessity of social monitoring of the phenomenon under consideration is determined. Monitoring is based on a survey conducted in relation to consumers ofproducts and services produced by social facilities. The survey contains questions assessing the marketing mix of manufacturing systems. On the basis of monitoring, stages are distinguished that characterize a critical change in external factors. The origin of strategic gaps, which imply a change in the behavior of the objects of study, is assessed. Recommendations are given on the frequency of sociological monitoring. The significance of these studies is substantiated in connection with a significant change in the influence of environmental factors affecting social objects. Monitoring prevents the bifurcation of social systems. The problems of monitoring in changing conditions associated with a change in the attitude of the target audience to ongoing events are identified.