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!
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).
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.
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.