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SpringyNews - Better Together

September 2023

Measure Patron Satisfaction with the Net Promoter Score℠ Module

What's the best way to learn what your patrons think about your library? Ask them!

NPS® is a metric for tracking patron satisfaction with your institution and its services. This brand-new add-on module for LibAnswers will be launching by the end of 2023! 

With the Net Promoter Score℠ Module, you can:  

  • Collect feedback from patrons who visit your website, attend library events, chat with staff via LibChat, and more. 
  • Understand any unhappy patrons and make targeted improvements. 
  • Review positive comments to give your fans more of what they want. 

The NPS® Calculation

Each NPS® is calculated based on how patrons respond to your survey question. 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 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!

Why NPS®? The NPS® Module uses standardized 0-10 rating scales and calculations. This makes it easier than ever to analyze your survey responses, make comparisons, and gauge how satisfied patrons are with your services over a period of time.

The Basics of Setting Up the NPS® Tool

  1. Decide what you want feedback on. You can create unlimited surveys tailored to different library services, departments, events, branches, and resources – the possibilities are endless! 
  2. Build your survey(s)! Each survey is a single question on a 0-10 rating scale, with an optional follow-up question for comments. 
  3. Distribute the survey to your patrons and watch the responses start rolling in. 
  4. Analyze your survey ratings and track your score over time. Use the filters on your NPS® Reports dashboard to see how different sources, surveys, or email campaigns impact the score.

Want to see the NPS® module in action? Sign up for one of our upcoming sneak peek webinars!

Not yet subscribed to LibAnswers? Contact us for information!

Getting Your NPS® Surveys in Front of Your Patrons

Once you've created a survey, you've got plenty of options for where, when, and how to collect survey responses!  

  • Set up customized one-time or recurring email campaigns.
  • Embed a pop-up or button widget in any of your library's webpages.
  • Share a survey's direct URL in an email, social media post, or other communication.
  • Use an NPS® survey in your Quality of Service (QoS) settings to assess your LibAnswers ticket queues.
  • Gather feedback from live chats and Chatbot flows

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.