February 2009/What's Your Net Promoter Score

In a recent article of the Public Libraries Magazine (Volume 47, Number 6), Joe Matthews, an instructor for the School of Library & Information Sciences at the San Jose State University wrote about the increasingly popular Net Promoter Score (NPS) for measuring Customer Satisfaction.

In his article, Customer Satisfaction - A New Perspective (page 53 - 55), Mr. Matthews concludes that the NPS, which measures the likelihood that a library customer will recommend the services of the library to someone else, is a unique and effective indicator of customer satisfaction. The article, supported with data from LibSatLibrary Customer Satisfaction Management Service, summarizes results for a cross section of public libraries.

The article is well worth reading.

NPS reports are available to all LibSatLibrary Customer Satisfaction Management Service customers.

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The NPS is used by a number of leading organizations across all major industries as a key indicator of customer satisfaction.