Net Promoter Score as Indicator of Library Customers' Perception

Abstract

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.

Course Satisfaction in Engineering Education Through the Lens of Student Agency Analytics

“…Students scoring their course satisfaction as 9 or 10 were classified as satisfied (c.f., promoters in NPS), students scoring 7 or 8 were classified as neutrals (c.f., passives), and students scoring their course satisfaction as 6 or below were classified as dissatisfied (c.f., detractors). The distribution of the satisfaction scores is similar to other studies assessing experienced satisfaction towards a service or a product (e.g., [40]). The majority of the students were classified as neutrals (n = 136; 46%).…”

“…To assess the applicability of the idea of NPS in assessing course satisfaction, we make a comparative analysis of the two scales. In a similar comparison, Laitinen [40] examined the library patrons' satisfaction and willingness to recommend a library service. He found that the two evaluation metrics converge; however, there was a statistically significant difference at the highest grades.…”

The Finna service: meeting the new measurement challenges in libraries

“…NPS is a proxy metric: in strict terms, Figure 4. The distribution of estimates on scale from 9 to 10 on the questions "how would you grade Finna" and "how likely is it that you would recommend Finna" according to Laitinen (2018) 8 LM 40,1/2 what it measures is not precisely user satisfaction, but we as the authors of this paper believe it is a very good proxy for user satisfaction. If we compare it to the number of searches, we see that whereas the number of searches does not tell us much about the user's attitude toward our service, NPS is able to measure at least one dimension of that attitude.…”

“…The group of passively satisfied, on the other hand, are more likely to be turned into promoters. Laitinen (2018) analyzed three annual Finna user surveys performed in 2014-2016 (Table II). A rating on the average 7.9 in 2014 and 8.0 in 2015 and 2016 on a scale 0-10 was found.…”

Propuesta metodológica para la medición de la satisfacción de usuarios de internet móvil en Colombia

“…Net Promoter Score -NPS Este indicador, ampliamente utilizado en la medición de la satisfacción de clientes (Laitinen, 2018), se calculó empleando la pregunta 9 del cuestionario en la cual se indaga el nivel de recomendación del operador actual reportado por cada usuario.…”