Without consumers, no business can exist. Understanding what your client needs, what he expects from you, what his values ​​​​and goals are - the path to the prosperity of any company.

Consumer research is carried out various methods— from content analysis of records on the Internet to surveys and in-depth interviews.

Our staff of interviewers, psychologists, sociologists, analysts is ready to tell you everything about your clients.

Let's move from theory to practice. Consider the analysis of consumers on the example of a specific commercial proposal.

Researched market: home goods market, in particular, product category"X"

Purpose of the study: information about consumer behavior is needed to optimize the company's product portfolio

Research objectives:

• identification of the main categories of consumers
• determining customer preferences
• studying the factors that determine the decision of the buyer to make a purchase
• determination of effective demand for goods
• identification of consumer needs for additional benefits

Study period: 3 weeks

Description of the proposed study:

• The research should be conducted in DIY chain stores. According to the latest research, largest networks are "///", "///", "///", "///". This set of research points will provide information on consumer behavior in stores of various price categories and positioning. For maximum effect, all research must be carried out in three stores of each chain in each city. This will make it possible to obtain a representative sample, including taking into account geographical factors.
• The study will consist of:
  • Included surveillance at points of sale. The specialist observes the behavior of the consumer. Who buys a product of this category, what else is bought with this product. What do they buy and how do they behave? target audience described by you. Who are the main competitors. It is necessary to carry out in all 3 stores of each network one person-day per store. Total X man-days.
  • Survey - communication of professional interviewers with buyers in outlets. For the survey, a questionnaire will be compiled and agreed with you in advance. The purpose of the survey is to obtain a large amount of information on the reason for making purchases, customer satisfaction, and its values. The survey will be conducted among those who bought shower curtains and those who fit the description of the desired target audience in a 50/50 ratio. To obtain a qualitative result, X people will be interviewed (A + B) in each of X stores, a total of X people
  • In-Depth Interview - personal communication of professional researchers with selected consumers. Allows you to recognize deeper motives for making a purchase. One interview will be conducted in each store. Total, X interviews
• All types of research occur sequentially. From observation to survey, from survey to interview.
• At each stage of the study, all steps will be agreed with you:
  • Specific store addresses
  • Description of clients to monitor
  • Survey Questionnaire
  • Interview Questions
• As a result, a large amount of information will be collected, consisting of
  • Descriptions of consumer behavior at the point of sale
  • Questionnaire responses
  • Respondents' thoughts expressed during in-depth interviews
• Our experts in marketing, branding and sociology will process this dataset in order to provide clear marketing insights.

Research result: You get a report that will consist of 2 parts:

• Marketing description of the current situation
• Marketing recommendations based on the results of the study

The report will contain:

• description of the main categories of consumers
• analysis of customer preferences, both in the field of the main product, and related products and substitute products
• a list of factors influencing the consumer's decision to make a purchase with an analysis of each factor
• demand for the product under study
• identified consumer needs for additional benefits of the product
• description of the most preferred communication tools with the consumer

The report will contain data both on the cities of the study and on specific retail chains.

Research cost:

To be agreed additionally

Given Commercial offer is just an example of consumer monitoring. Contact us so that we can develop a detailed offer for you!

Nothing stands still - including insights! Consumer preferences are always changing. Take brand loyalty as an example. A recent study by Esomar found that nearly 1 in 3 US consumers love trying out a new brand, even if they are used to certain products/products. And about half buy and use things regardless of the brand.

Do consumer monitoring surveys provide insight into a changing world?

How can we understand what the ocean of consumer preferences is about? One of the ways is to check our clients during a certain period by means of a survey. If the information from one survey is like a snapshot, then conducting multiple surveys in "waves" is like a moving picture that shows how attitudes and behavior change.

One way to keep survey results fresh and effective is to run the survey again. Monitoring and tracking dynamics is a survey that asks the same questions over a period of time, allowing you to track changes from one survey to the next and find trends over a period. Each time you submit your survey (say yearly, quarterly, or more frequently) is called a "wave". Comparing survey results across waves will show trends and changing attitudes. Such information can either confirm that your decisions are correct or indicate that it is time to change course.

Tips for running a successful tracker (tracking consumer insights and trends)

1. Think about the purpose of the research and how it fits with the information you are using. Ultimately, you want the results to be able to influence your business decisions. Start by making a decision and determine what data you need to support that decision, then write key questions into the survey.
2. Decide how often you will run the survey.
3. Take the time to design your first survey the way you want it so you don't have to change anything later.
4. Remember, even minor changes to survey design or targeting criteria can skew your data, reducing the value of tracking monitoring.
5. Don't let your data gather dust on the shelves! Find out what insights you can draw from survey data and display information graphically.

Monitoring studies provide relevant information about changing consumer attitudes.

Qualitative research provides definitive answers to questions about what are the real motivations of the consumer; if we are talking about repeated quantitative studies, then these are the so-called consumer monitoring . Monitoring- the technology of organizing marketing research, which ensures the constant receipt of information necessary for marketing about consumers, their motivations based on the use of identical samples and questions (in content, form of formulation).

As you can see, monitoring is a variant of a panel study. Monitoring of consumers in marketing is carried out primarily to identify the dynamics of consumer preferences, motivations, to study changes in demand for certain goods.

When conducting monitoring studies, measurements public opinion, among other things, it provides not only obtaining the dynamics of consumer preferences, but also high efficiency, reliability, cost-effectiveness of information (such studies are carried out on the basis of stationary survey networks and using groups of questions identical in content).

9.10. Omnibus

In principle, an omnibus is a regular survey (questionnaire, interview) conducted on a representative sample, which differs in some organizational and financial features. Today, omnibuses are widely used in Ukraine as well (for example, the SOCIS-LTD service monthly conducts similar surveys on a representative sample of 1,200 people).

The basic organizational principle of the omnibus is as follows. A specialized marketing survey organization periodically (monthly, quarterly) conducts comprehensive surveys on a representative sample (in the country or region), which include individual questions or blocks of questions proposed by various customers. In other words, if a firm, company, enterprise does not need (or “cannot afford”) a special survey of its own, which is very expensive, it (this firm) “takes a ride”, buys from the marketing center the right to include a number of questions in its surveys. surveys on a regular basis, sharing the costs of conducting such surveys with other customers. Hence the main advantages of such omnibuses:

Comparative cheapness of participation (in the West, participation in a nationwide survey costs about $500 per question included in the omnibus; in Ukraine - from $100-150 in national omnibuses, up to $25-30 in regional ones); obviously, therefore, such marketing research is very attractive for small and medium-sized businesses;

Sufficiently high quality of the conducted research: it is unlikely that a single company is able to conduct a representative survey on the territory of Ukraine or even a separate region;

Efficiency of the information received: since studies using omnibus technology are carried out according to stationary methods, including systems for processing and analyzing information, it takes no more than a month from issuing an order for a survey to receiving results;

The systematic conduct of surveys using omnibus technology allows you to plan participation in them in advance, plan marketing activities;

Since omnibuses are conducted, as a rule, on similar samples, this makes it possible to compare the information received by repeatedly participating in similar studies (monitoring).

Monitoring is a form of research organization that ensures the continuous flow of information about a particular object.

To start monitoring, it is necessary to decide how it will be carried out. And what will it be aimed at? There are such stages of monitoring as:

a) planning work to assess customer satisfaction;

b) determination of indicators / criteria, methods, sources, frequency of customer satisfaction assessment;

c) development and validation of satisfaction questionnaires for the relevant categories of consumers;

d) collection and analysis of information on customer satisfaction;

e) assessment of the degree of consumer satisfaction with various aspects of the work of the university based on the results of the survey;

f) assessment of customer satisfaction by indirect indicators,

characterizing the degree of satisfaction;

g) processing and analysis of evaluation results;

i) formation of plans for corrective and preventive

measures to improve the quality of the educational service provided.

Principles of organization of monitoring:

Monitoring should be subject to certain requirements, which can be formulated in the form of principles.

The first is the objectivity of information; the process itself should be based on objective data obtained in the course of information exchange between educational elements directly involved in the production process and its management bodies. The requested data should be as formalized as possible and easily verified. Information provided backwards must also be specific and useful.

The second is data comparability. This requirement is due to the fact that monitoring the results of the functioning of the system involves not only stating its state, but also studying the changes that occur in it. The possibility of comparison appears only when the same object is studied, based on the same empirical indicators.

The third is adequacy; it involves the study of the system, taking into account changing external conditions (for compliance with them). The implementation of this principle involves assessing the impact of various external factors for the implementation production process. Such an assessment can only be carried out on the basis of specially conducted studies.

Fourth - predictability; this means obtaining data that allows predicting the future of the system, possible changes in the ways of achieving the goals set. This principle involves an assessment of possible trends.

You can add the fifth principle - the intended purpose, which involves obtaining the necessary and sufficient information, based on the designated purpose of the activity.

When measurements are taken on systems, the results often turn out to be biased, distorted, incorrectly or inaccurately reflecting the real state of affairs. Below is a list of factors, the knowledge of which is necessary when organizing monitoring and analyzing its results.

1. The quality of the instrumentation is a factor controlled during the experiment. The general methodological requirements for the instrument are validity, reliability, ease of use, compliance with the objectives of the survey, the correctness of statistical procedures, standardization, approbation, etc.

2. Professionalism and preparedness of specialists. This is a factor controlled during the survey. The measurement process is usually divided into several stages: the creation of tools, measurement, interpretation of the results, preparation of recommendations that can be implemented by different specialists.

3. Change of experts in the process of measurement. This factor belongs to the controllable certain conditions. The reason for these changes is learning, the emergence of experience, the coordination of positions, when the opinion of one more authoritative expert begins to shift the assessments of others.

4. Statistical regression: the variant of the distortion of the results in the course of the survey is described in detail by Campbell.

5. Cyclicity. social processes are clearly cyclical in nature, therefore, when dealing with social measurements, it is necessary to take into account these factors.

6. Selection of subjects. Selection options and the formation of experimental groups is undoubtedly one of the central factors, the control of which allows not only to equalize estimates, but also solve the problem of disseminating survey results to a wider population.

7. Significance of the indicator and its bias. In the event that there is an indicator that is significant for the subjects (and it is known to them), this indicator experiences an unconscious or conscious influence on the part of the subjects and begins to shift.

8. Violation in information flows. Carrying out measurements in social systems, we a priori assume that the object of measurement has some kind of significant information, special acquaintance with which is not expected during the measurement. But it may be that some of this information is missing or possession of it is not enough.

9. Various motivations of participants in vivo. When studying social systems, the possibility of obtaining information in natural conditions looks quite attractive. However, it often turns out that the same actions implemented in management situations are carried out with different goals.

10. Remeasurement effect. If a task has already been run, it will be affected when it is repeated. The question is, under what conditions can we consider such influences sufficiently small in terms of their impact on the final result of the measurement.

11. Changes in the group under the influence of the relations of others, caused by experimental influence. Getting into certain experimental conditions, people begin to evaluate their position relative to those who did not fall into such conditions. If these evaluations are actively supported by the environment and the reference surroundings, then the representatives of this group begin to develop a different system of evaluation.

12. Group falsification of results. The methodology of the classical experiment knows the situation when the respondents agree on what assessments they will give. This rather rare situation occurs when there is no direct personal interaction between the "object" of the measurement and the one who conducts it.

13. Changing the group during the experiment. These changes can be either random or systematic. They can be natural or provoked.

14. Natural development. During the experiment, the natural development of both the whole group and its individual members takes place. Moreover, the smaller the children, the greater the dynamics of their development.

15. Different events for different groups. The experimental or comparative groups selected for measurement live their own life, filled with events that determine the process of group dynamics, and flowing outside the time and territorial zones of the experiment. There is a danger that different exposures in the inter-experimental period will cause different biases in the estimates.

16. Differences in the inner life of groups. In addition to external events that can have a significant impact on the results, there are also objective regularities in the life of the group associated with its morphology and determining qualitative changes that are different in each specific case.

17. Differences in the speed of intragroup processes. Experimental or managerial influence on a particular group can give the same effect. In some groups, it can appear quickly, and, accordingly, it can be fixed. Other groups go through a fairly long period of adaptation before the effect that the initiators of the impact were counting on appears. There is a real danger of fixing the absence of an effect, although it has simply not yet manifested itself.

18. Conditions that cause a reaction to the experiment. Real changes observed under and outside the experiment may not be equivalent.

19. Interference of influences occurs when the same subject is subjected to different influences spaced apart in time.

20. Synergy. In the case of the joint manifestation of some influences, one of which may be natural, and the other experimental (monitored) in nature, the effect may significantly exceed the expected and probable effects of each of them. At the same time, there is a danger of perceiving the experiment as a failed one, searching for errors or a third influence.

21. Compensatory. One effect can compensate for another: two or more influences, appearing simultaneously, can compensate for the effect that is caused by other events. An example of an increase in subjective assessments of the level of satisfaction salary in the presence of additional features for creativity.

Let's consider some of the stages of monitoring.

Tab. 2. "Stages of monitoring"

R. N. Ismailova, O. V. Kryukova, N. G. Nikolaeva, E. V. Rakov

CONSUMER SATISFACTION MONITORING

Keywords Keywords: quality management system, customer, customer satisfaction monitoring, management

customer relationships, requirements, expectations.

In today's market, consumers are the determining factor financial success organizations. Since it is the consumer who chooses which product to buy or whose services to use. Therefore, in order to timely and fully meet the requirements of consumers, the adoption of effective management decisions customer satisfaction needs to be monitored. The article is devoted to the development of a methodology for assessing customer satisfaction of the Federal State Budgetary Institution "UGMS of the Republic of Tatarstan".

Keywords: quality management system, the consumer, monitoring customer satisfaction, customer relationship management,

requirements and expectations.

In today's market consumers are the determining factor of the financial success of the organization. So how exactly the consumer does chooses what to buy goods or services whose use. Therefore, timely and fully meet the requirements of consumers, making effective management decisions necessary to monitor customer satisfaction.

In the conditions of competition in the modern market, there is a significant strengthening of the role of consumers, in connection with which there is a need to form a strategy for managing relationships with them. Efficient building of relationships with consumers and constant interaction with them allows timely and high-quality satisfaction of their needs, which, in turn, helps to retain and increase customer loyalty. For a company in any field of activity, meeting the needs of its customers and anticipating their expectations more accurately and faster than competitors, allows you to achieve the greatest commercial success and is an incentive for innovation.

Building relationships with customers is difficult process, stretched in time. Relationships begin with one-time interactions and, with favorable experience on both sides, gradually turn into partnerships. Relationship building and the formation of a “lifetime customer” is a targeted evolution.

Leading Western managers have introduced the concept of “customer relationship ladder”, according to which the process of developing long-term relationships consists of several stages (Fig. 1).

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The Customer Relationship Ladder shows the path from customer acquisition to partnerships and describes different types customers of the organization in terms of their loyalty and satisfaction with the organization. After that, the consumer becomes regular customer, and relations are regular, the enterprise should focus on the development and expansion of relationships, having previously identified the most profitable key consumers.

The first principle of quality management is customer orientation, which states that organizations depend on their customers and therefore must understand their current and future needs, meet their requirements and strive to exceed their expectations.

Orientation to the consumer means building such an enterprise management system that will allow you to build an effective chain "manufacturer - consumer", determine the requirements of each of its links for effective deployment production activities, aimed at satisfaction and anticipation of consumer needs .

Thus, in order to have a relationship with potential consumers have become partners, it is important and necessary to determine their current and future requirements and expectations. Having understood the requirements, the organization will be able to focus its efforts on meeting the current requirements of customers and plan its activities, focusing on their expectations.

Analysis of literary sources showed that there is a variety of methodological approaches to monitoring customer satisfaction. Among the most popular are the following approaches: "SERVQUAL", "SERVPERF", "INDSERV", CSM, weighted estimation method, discrepancy analysis method. The Likert scale, the GAP model, the “significance-satisfaction” model are used as assessment tools.

creativity”, customer satisfaction index (CSI), statistical methods and so on. (Table 1).

Table 1 - Methodological approaches and customer satisfaction monitoring tools

Multi-attribute model J.-J. Lambena The satisfaction/importance ratio is evaluated to determine the level of satisfaction for the most important characteristics that has a decisive influence on consumer choice.

The Gap model by V. Zeithaml, A. Parasura-man and L. Berry The Gap model (from the English Gap - gap, discrepancy) allows you to see the process of providing a service as a whole, to identify possible sources of its unsatisfactory quality.

«SERVQUAL» method V. Zeithaml, A. Parasura-man and L. Berry key directions in improving the activities of the enterprise, can be used on your own without the involvement of special agencies.

The SERVPERF Method by J. J. Cronin and S. A. Taylor This method measures only the consumer's perception of the quality of the service provided.

Methodology "INDSERV" S. Gounaris The method allows to calculate the service quality index (simple and weighted), provided that the questionnaire includes the need for the consumer to rank the indicators in order of importance.

Weighted assessment method A method for calculating the difference between the maximum possible satisfaction level assessment on the selected scale and the average assessments of the company's performance in each of the selected areas of its activity obtained during the survey.

Discrepancy analysis This approach allows you to find out not only which areas of the company's activities are most satisfying to the client, but also which of them are of the greatest importance to him.

On June 1, 2012, the national standard GOST R 54732-2011/ISO/TS 10004:2010 “Quality Management. Consumer satisfaction. Guidelines for monitoring and measuring”, which contains recommendations for the definition and implementation of processes for monitoring and measuring customer satisfaction.

Ensuring the completeness of objective data for the analysis of the QMS and the adoption of sound management decisions for improvement;

Improving the quality of services provided by the enterprise, expanding the range of additional services;

creations effective system communication with the customers of the enterprise;

Creation of an effective system feedback with customers to build and further improve the system;

Aligning enterprise capabilities with customer expectations and needs.

The methodology is based on theoretical approaches J.-J. Lambena, A. Parashuraman, V.A. Zeytamlya and L.L. Berry, and used a five-point Likert scale, the Gap model and elements of the SERVQUAL methodology, customer satisfaction index (CSI) as analysis tools. It includes the development of tools for conducting research, the implementation marketing research consumers, analyzing the information received, making calculations according to the methodology, preparing a summary report and developing recommendations to improve customer satisfaction.

In accordance with the developed methodology, the satisfaction of consumers of the Federal State Budgetary Institution "UGMS RT" was assessed. To collect primary information about customer satisfaction, a survey method - a survey was used. At the same time, two basic parts of the questionnaire were used: to measure the expectations of the consumer and his perception of the quality of the service received. The basic questions in the questionnaire are adapted to the specifics of the organization's activities and the characteristics of the services provided. The questions used a five-point Likert scale (“Absolutely satisfied” - “Absolutely dissatisfied”).

The monitoring results (Table 2) showed that the most important components in the eyes of the consumer are the compliance of the quality of the service with the agreed requirements (5.0), the quality of the service in comparison with other providers (5.0), and the competence of the staff (5.0). The elements that received the highest assessment of the quality of services: compliance of the quality of the service with the agreed requirements (4.6) and the competence of the staff (4.6). The criterion received the lowest marks: informational openness (3.5).

Table 2 - Results of a consumer survey

Feature Average Satisfaction Score Average Expectations Score

1 Compliance of service quality with agreed requirements 4.6 5.0

2 Service quality compared to other providers 4.4 5.0

3 Cost (price) of services provided 4.0 4.7

4 Meeting deadlines 4.2 4.8

5 Fulfillment of all terms of contracts 4.0 4.8

6 Efficiency of interaction with the consumer 4.1 4.6

7 Efficiency in taking action on comments and suggestions 4.0 4.7

8 Information openness (accessibility of information about the company's services) 3.5 4.4

9 Public reputation 4.2 4.6

10 Competence of personnel 4.6 5.0

11 Politeness of staff 4.4 4.5

12Communicability per- 4.3 4.7

13 quality of paperwork 4.5 4.9

To identify elements that have a high rating in the eyes of the consumer and high discrepancies in expectation and actual assessment, a diagram was built (Fig. 2).

Rice. 2 - Estimates of expectation and actual quality of each characteristic (X - difference indicator; Y - expectation score)

Priority areas for improving perception and increasing consumer satisfaction, in accordance with Fig. 2, are information openness (8), fulfillment of all conditions of the contract (5), promptness in taking action on comments and suggestions from consumers (7) and cost of services (3) .

According to the analysis of customer satisfaction for 2012, the satisfaction rate was 84% ​​- the indicator corresponds to sufficient customer satisfaction with the company's services.

For a deeper analysis of quality and satisfaction indicators, a matrix of the quality/satisfaction ratio was built (Fig. 3). For this, relative indicators for each characteristic were calculated. It is the relative indicators of quality and satisfaction index that provide a more objective assessment.

Relative indicators are defined in two directions:

1) the relative quality index for each element, which shows the ratio of the assessment of perceived and expected quality, calculated by the formula (1):

where - assessment of the perceived quality of services by the consumer; - assessment of the expected quality of services.

2) the relative satisfaction coefficient for each element, which shows the ratio of the private index of satisfaction to the general integral indicator, was calculated by formula (2):

where Y is a private index of satisfaction of the 1st criterion; Y - general integral coefficient of satisfaction.

Relative coefficients were distributed along two axes, one of which corresponds to the quality coefficient (X-axis), the other - to the satisfaction coefficient (Y-axis). The large variance in ratings means that respondents rate quality and satisfaction differently. As the point of intersection, the optimal result is chosen, when the relative coefficients are equal to one, which means comparability (or compliance) with the expected parameters and satisfaction with these characteristics.

Rice. 3 - Matrix of the ratio "quality / satisfaction"

On fig. 3 can be divided into four zones:

1) right upper square, X > 1, Y > 1 -zone high quality and satisfaction (characteristics not identified).

2) lower left square, X< 1, У < 1 - зона пониженной удовлетворенности и качества (3, 5, 6, 7, 8-й элементы). Именно данные элементы услуги, характеризующиеся низким качеством и низкой удовлетворенностью, являются объектами совершенствования;

3) right lower square, X > 1, Y< 1 - зона повышенного качества и пониженной удовлетворенности (характеристики не выявлены).

4) upper left square, X< 1, У >1 - zone of increased satisfaction and low quality (1, 2, 10, 11, 12, 13th elements). Consumers are generally satisfied with the service and recognize it. Elements 4 and 9 lie on the X axis.

results integrated assessment customer satisfaction provides valuable information that top management needs to develop a forward-looking strategy for the organization, plan, provide the necessary resources, improve products and service quality. Thus, other principles of quality management such as “Continuous improvement”, “Decision-making based on facts”, “Employee involvement” are also involved.

Achieving and maintaining a high level of customer satisfaction is a strategic objective of the organization. Therefore, the international organization for standardization, one of the ways to maintain a high degree of customer satisfaction, proposes the introduction and application of rules for achieving customer satisfaction. This is reflected in the national standards:

1. GOST R ISO 10001-2009 “Quality management. Consumer satisfaction. Recommendations on the rules of conduct for organizations”;

2. GOST R ISO 10002-2007 “Organization management. Consumer satisfaction. Guidance on Claims Management in Organizations”;

3. GOST R ISO 10003-2009 “Quality management. Consumer satisfaction. Recommendations for resolving disputes outside the organization.

In summary, by listening to the "voice of the consumer", the organization will be able to meet customer requirements and anticipate their expectations more accurately and faster than competitors, which will achieve not only financial success, but also customer loyalty and increase in market share.

Literature

1. MBA course in marketing. / Charles D. Shiv, Alexander Watson Higham / Per. from English. M.: Alpina Publisher, 2003. - S. 145.

2. Babenkova, A.V. Marketing approach to managing the relationship between the consumer and the supplier in the engineering market / A.V. Babenkova // Modern technologies management. 2011. - No. 2.

3. Kuzina, M.S. Relationship management with consumers in the quality management system / M.S. Cousin [ Electronic resource]. - Access mode: http://www. sisupr.mrsu.ru/2011-4/PDF/7/Kuzina.pdf.

4. Kargashin N. E. The quality system is not an end in itself / N. E. Kargashin // Age of quality. - 2001. - No. 4. - S.25-27.

5. GOST ISO 9001-2011. Quality management systems. Requirements. - Input. 2013-01-01. - M.: Standartinform, 2012. - 33 p.

6. Neretina E.A. Assessment of consumer satisfaction with products and services of an industrial consumer / E.A. Neretina, M.V. Lapshina // Prospects of Science. - 2010. - No. 11. P. 83 - 86.

7. Donskova, L.I. Approach to assessing customer satisfaction with activities: practical management / L.I. Donskova, M.V. Udaltsova // Bulletin of TSU. - 2009. - Issue. 4 (72).

© R. N. Ismailova - Ph.D. chem. Sciences, Assoc. cafe analytical chemistry, certification and quality management KNRTU, [email protected]; O. V. Kryukova - undergraduate of the department. engineering ecology KNRTU, [email protected]; N. G. Nikolaeva - Ph.D. chem. Sciences, Assoc. cafe analytical chemistry, certification and quality management of KNRTU; E. V. Rakov - undergraduate of the same department, [email protected].

© R. N. Ismailova - candidate of chemical science, docent of the Department of Analytical Chemistry, certification and quality management KNRTU, [email protected]; O. V. Kryukova - master of the Department of engineering ecology KNRTU, [email protected]; N. G. Nikolaeva - candidate of chemical science, docent of the Department of Analytical Chemistry, certification and quality management KNRTU; E. V. Rakov - master of the Department of Analytical Chemistry, certification and quality management KNRTU, [email protected].