Net Promoter Score as Indicator of Library Customers' Perception

Abstract

The Net Promoter Score (NPS) is used in business to measure the customers’ willingness to recommend the product, service, or enterprise as a whole to their friends or colleagues. Introduced by Fred Reichheld in 2003, NPS may answer the need of libraries to find easy and non-laborious methods of assessing the customers’ experience. It may target either the library as whole or critical services that are the most relevant to the library's main goals. However, literature about the use of NPS in public sector organizations is sparse. This article examines the applicability of the NPS to data retrieved from the user surveys 2014–2016 of the Finna service of the National Library of Finland.