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

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.