What's the best way to learn what your patrons think about your library? Ask them! Elevate your LibAnswers customer service platform and better survey your users with the Net Promoter Score℠ Module.
Your New Favorite Feedback Tool
Net Promoter Score℠ is an industry-standard metric used to gauge satisfaction with an institution's services, products, or the institution overall. Each response includes a rating on a 0-10 scale, plus any comments from an optional follow-up question.
Survey setup is quick and painless, and the standardized 0-10 rating scale allows you to easily analyze responses, make comparisons, and measure patron satisfaction over time.
LibAnswers automatically calculates your NPS® based on how patrons respond to your surveys. Your scores can range from a low of -100 (if every patron is a Detractor) to a high of 100 (if every patron is a Promoter).
Detractors (score 0-6)
Dissatisfied patrons who can potentially harm your library's reputation through negative word-of-mouth.
Passives (score 7-8)
Satisfied but unenthusiastic patrons who won't positively or negatively affect your institution's reputation.
Promoters (score 9-10)
Cheerleaders who will promote your services to others – pay attention to what they like so you can keep up the good work!
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.