What is it about?
Net Promoter Score is a momentary observation tool which measures the respondent’s feeling just at the moment of answering the query.
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Why is it important?
NPS may answer the need of libraries to find easy and non-laborious methods of assessing the customers’ experience. I is easy to use and easy to count and no special skills are needed.
Perspectives
I feel this article important because there aren't yet other publications about use of NPS in the libraries. The NPS will be included in the new standard ISO 21248 (Information and documentation — Quality assessment for national libraries) that will be published in February 2019.
Markku Laitinen
University of Helsinki
Read the Original
This page is a summary of: Net Promoter Score as Indicator of Library Customers' Perception, Journal of Library Administration, April 2018, Taylor & Francis,
DOI: 10.1080/01930826.2018.1448655.
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