The Net Promoter Score (NPS) as a Tool for Evaluation of the User Experience at Culture and Library Services

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Juntumaa , J , Laitinen , M & Kirichenko , S 2020 , ' The Net Promoter Score (NPS) as a Tool for Evaluation of the User Experience at Culture and Library Services ' , Qualitative and Quantitative Methods in Libraries , vol. 9 , no. 2 , pp. 127-142 . < http://www.qqml.net/index.php/qqml/article/view/654 >

Title: The Net Promoter Score (NPS) as a Tool for Evaluation of the User Experience at Culture and Library Services
Author: Juntumaa, Jouni; Laitinen, Markku; Kirichenko, Svetlana
Other contributor: University of Helsinki, The National Library of Finland
University of Helsinki, Administrative Services

Date: 2020-07-03
Language: eng
Number of pages: 16
Belongs to series: Qualitative and Quantitative Methods in Libraries
ISSN: 2241-1925
URI: http://hdl.handle.net/10138/336431
Abstract: We studied the applications of Net Promoter Score (NPS) to service quality evaluation in cultural and library organizations in Finland. The survey for measuring the NPS was conducted in two different environments (physical and web) and in different modes (combined with other questions). The physical environment consisted of regional libraries, the Oodi Library, and two museums of the City of Helsinki, and feedback terminals were used for collecting user opinions. In the web environment, an electronic survey was conducted among the users of end-user interface for the National Digital Library of Finland. Through the feedback terminals, two questions were asked: (i) “How did we do today” and (ii) the NPS score, and the order of these questions was changed weekly during the study period. Our analysis shows that while there is some correlation between the responses to the two questions, each of them appeared to bring a noticeable amount of extra information on the top of the other. Also, the order of the questions affected the results to an extent. The results indicate potential usefulness of NPS for the studied purpose.
Subject: 6160 Other humanities
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