The purpose of the article is to create a comprehensive system that allows questioning of external and internal library respondents and analyze questionnaire results using reporting. Research methods are customer questionnaire methodologies, customer relationship optimization using questionnaire tools, comparative analysis of questionnaire tools and analytical processing of received information in modern information systems, methods of survey tools’ automation, data exchange mechanisms for interviewing external respondents, methodology for analysing survey results. The novelty of the study is the construction and development of automation tools for questioning and interviewing respondents in libraries, the creation of an interactive environment in the work of a modern library as a sociocultural institute. Conclusions. The implementation of the developed system when working with libraries to automate work with clients, the formation of a database of potential customers and other types of interaction with library respondents will significantly expand the range of relevant information in the areas of work with staff and customer relationships, more mobile to create a personnel policy and a policy of customer relations, bonus programs and the like. All this ultimately leads to a decrease in the risks of losing customers, staff errors and significantly affects the efficiency of modern libraries.