The Net Promoter Score (NPS) used in the business to measure the customers' willingness to recommend the product, service or the enterprise as a whole to their friends or colleagues, introduced by Fred Reichheld in 2003, may for its part answer to the need of libraries to find easy and non-laborious methods of assessing the customers' experience. It may be targeted either the library as a whole or some critical services that are the most relevant to the library's main goals. However, information of the using NPS in public sector organizations is still imperfect. In this paper, the applicability of the NPS is tested with the material retrieved from the user surveys 2014-2016 of the Finna service of the National Library of Finland.

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This article explores the usage of singular HE and plural THEY with their possessive, objective and reflexive forms in anaphoric reference to compound indefinite pronouns in written present-day English. Previous studies have indicated that the most commonly used personal pronouns in anaphoric reference to non-referential indefinite pronouns are indeed HE and THEY. The data for the study are drawn from the written part of the British National Corpus. The structure of the study is such that following the introduction, I will survey the earlier literature on the topic to illustrate that there is a gap in the previous studies on epicene pronouns. The third section defines the indefinite pronouns used in this study. In addition, the section also discusses the differences between the meaning and form of the indefinites and the semantic reference sets of each pronoun paradigm. Following the explanation of the methods, the article sets out the findings.