HY2 2016:

The Planning & Research department put the Net Promoter Score (NPS) survey into the field from Friday, August 12^th to Tuesday, August 16^th. A link to the survey was available on the LIbrary's website.

Respondents were asked to answer, on a scale of 0 to 10, “How likely is it that you would recommend Calgary Public Library to a friend or family member?”

• If they rated the Library a 9 or 10, they are considered a promoter.
• If they rated the Library a 7 or 8, they are considered a passive.
• If they rated the Library below a 7, they are considered a detractor.

According to Fred Reichheld, creator of the Net Promoter System^®, Promoters are loyal enthusiasts. Passives are satisfied but unenthusiastic customers who can be easily wooed by the competition. And detractors are unhappy customers trapped in a bad relationship (p. 41).[1]

A Net Promoter Score is the percentage of respondents who are promoters minus the percentage who are detractors. Any score over 0 is a good result; over 50 is an excellent result. A high NPS correlates strongly with future growth. Tracking the NPS is important to determine trends in loyalty.

[1] Reichheld, F. (2011). The ultimate question 2.0: How net promoter companies thrive in a customer-driven world. Brighton, Massachusetts: Harvard Business Review Press.