How Likely Are You to Recommend the Library to a Friend?
How your customers answer this indicates growth opportunities and customer satisfaction.
Why Is It Important?
A high NPS score is an indicator of customer loyalty, but a lower NPS can mean unhappy customers who can impede growth or spread negative word-of-mouth.
How Are Scores Calculated?
Your customers answer on a scale of 0 to 10, from ‘Not at all likely’ (0) to ‘Extremely likely’ (10). Depending on response ratings, respondents are grouped into three categories:
- Detractors - rank the organization from 0 to 6
- Passives - rank the organization from 7 or 8
- Promoters - rank the organization as a 9 or 10
Your score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Easy question. Easy calculation.
How Does NPS Work in Savannah?
Savannah uses embedded automated email functions and smart list technology to recognize when a customer engages with the library. Recent customer activity at the library triggers the system to send out a message to a random sample of customers containing a short survey with that all-important question. It's short and simple, lessening the burden on the customer. Customers respond and the scores are tallied and stored in Savannah.
Once the numbers are in, Savannah provides the opportunity to close the loop.
Savannah makes it easy to follow up once your customers provide feedback. An automated thank you message is sent to customers who ranked the library as a nine (9) or ten (10). Those who rank the library with an unfavorable score, from six (6) or below are asked to indicate if they would like the library to follow up regarding their experience. Library staff have the opportunity to reach out directly to customers to remedy issues and find solutions, increasing customer satisfaction. Notes are stored directly with the customer record.
The organization's overall Net Promoter Score can be tracked weekly or monthly and scores can be broken down by library location, cluster segment or even by individual customer.
Net Promoter is most effective when it is integrated into your everyday operations. It provides leaders with the information needed to stay on course and drive customer-centered decisions to continuously improve and stay ahead of the competition.