A Harvard Business Review study found that 48% of customers who had negative experiences with a company told 10 or more people. The study proves something we already instinctively know – if a customer has a bad experience with your services word will spread fast. This is why the Pioneer Library System in Oklahoma has made customer satisfaction a priority for all library staff.
Join Pioneer Library System’s Executive Director Lisa Wells, Associate Library Director Aiden Street and Branch Manager Kelly Sitzman as they share how Pioneer has harnessed the power of Savannah’s Net Promoter Score to measure customer satisfaction at all of their branches and to help identify strengths and weaknesses with their current library services. Lisa, Aiden and Kelly will demonstrate how the Savannah platform has given the library an opportunity to connect directly with their customers utilizing NPS to allow Pioneer to understand the “why” behind the scores and to enact changes in their services based on customers feedback.
To learn how you can connect with your customers and convert their voices into actionable data at your library, register to join us on September 19th.
Presenters: Lisa Wells, Executive Director, Aiden E. Street, Associate Director, and Kelly Sitzman, Branch Manager, Pioneer Library System