Abstract: 【 Purpose/significance】At present, the evaluation of FAQ Q&A system focuses on the objective indicators oriented to infor⁃ mation retrieval. In order to make the evaluation system more comprehensive, the user satisfaction evaluation index system of FAQ Q&A system is explored from the perspective of user experience, which helps to improve the service quality of FAQ Q&A system and improve user satisfaction【. Method/process】Taking the question answering robot of university library as the research object, according to the success model of information system and the theory of user satisfaction, combined with the relevant indicators of user experi⁃ ence, the user satisfaction index system of FAQ question answering system is constructed. Through questionnaire survey, the weights of indicators are determined by using the analytic hierarchy process and entropy weight method, and relevant suggestions are put for⁃ ward for the FAQ system based on the survey results. 【Result/conclusion】The evaluation index system of user satisfaction of FAQ question answering system is composed of three first-level indicators and 12 second-level indicators of system quality, information quality and service quality. The integrity of the answer content and the friendliness of the service interface have a great impact on user satisfaction. The accuracy of the answer, the timeliness of the answer, the existence of feedback channels and the characteristics of the system need to be further optimized.【 Innovation/limitation】The evaluation index system of user satisfaction of FAQ Q&A system has been built, and the existing problems in the current FAQ Q&A system have been explored and corresponding suggestions have been put forward. The evaluation index system will continue to be improved in the future.