Net Promoter Score (NPS) as Indicator of Library Customers’ Perception

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Laitinen , M A 2018 , ' Net Promoter Score (NPS) as Indicator of Library Customers’ Perception ' , Journal of Library Administration , vol. 58 , no. 4 , 1540-3564 , pp. 394 . https://doi.org/10.1080/01930826.2018.1448655

Title: Net Promoter Score (NPS) as Indicator of Library Customers’ Perception
Author: Laitinen, Markku Antero
Contributor: University of Helsinki, The National Library of Finland, Library Network Services
Date: 2018-04-18
Language: eng
Number of pages: 13
Belongs to series: Journal of Library Administration
ISSN: 0193-0826
URI: http://hdl.handle.net/10138/240929
Abstract: The Net Promoter Score (NPS) is 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, 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 paper 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.
Subject: 5200 Other social sciences
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