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SpringyNews - Welcome to the SpringyStage

June 2023

Coming Soon: Net Promoter Score® Module

We're excited to announce the LibAnswers NPS® (Net Promoter® Score) Module is coming soon! This add-on module will help you poll your users about their perception of the library's services. You'll be able to bring surveys right to the patron at point-of-service. The NPS® Module can provide robust insights and data points to help you further improve your services to meet users' needs.

What is NPS®?

Net Promoter Score® is a metric used to gauge satisfaction with an institution's services, product, or the institution overall. NPS® is calculated by asking a single survey question on a 0-10 rating scale, and an optional follow up question. 
How likely are you to recommend our services to others?


The NPS® Calculation

The NPS® is calculated based on how patrons respond to your survey question. Respondents are grouped as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will promote your services to others.
  • Passives (score 7-8) are satisfied but unenthusiastic patrons who aren't going to effect your institution's reputation one way or another.
  • Detractors (score 0-6) are unhappy patrons who can potentially harm your reputation through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score℠, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Exclusive Sneak Peek: LibAnswers NPS®

We can't wait to show you all that we have in store with the new LibAnswers NPS® Module! In the meantime, here are some of the tool highlights you can look forward to.

Survey Builder

Create an unlimited number of surveys with a customizable look & feel. Each survey automatically creates a Survey Page and Survey Widget.

Email Campaigns

Utilize unlimited one-off and recurring email campaigns with reply-to integration with your LibAnswers ticket queues. Manually enter email addresses, upload them in bulk, or pull contacts directly from your LibCal site.

NPS® Statistics

NPS reports stay up-to-date with your current NPS, complete with an exportable graphic and a breakdown of numerical ratings. A multi-lingual word cloud features the most popular response keywords.

Embed your NPS® widget onto any webpage!

With LibAnswers NPS®, you can create multiple NPS® surveys and embed each widget onto any of your institution's webpages.

Example NPS Widget

Stay Tuned for Updates

Keep an eye on our blog and the Springshare Lounge for more info about the debut of the LibAnswers NPS® Module!

To be sure you don't miss any updates, sign up for blog alerts to be notified about all the new features coming your way.

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.