Recommended Citation
Koch K, Ruggeri B, Hanus K. Connecting librarians to purpose using Springshare's NPS tool. Poster presented at: Medical Library Association Annual Conference; May 1, 2025; Pittsburgh, PA.
Presentation Notes
Poster presented at: Medical Library Association Annual Conference; May 1, 2025; Pittsburgh, PA.
Abstract
Background: The Advocate Health - Midwest Library wanted to help library staff feel a stronger connection between their work and the organization’s mission. Patrons rarely provide feedback on how library services and resources were utilized, and staff felt disconnected from their contribution to patient care and safety as demonstrated on our annual culture of safety survey. We identified Springhare’s NPS (Net Promotor Score) tool as an easy way to connect with our patrons and to demonstrate our contribution to organizational mission to library staff.
Description: We used NPS to solicit feedback on our literature search service. NPS is an add-on module to LibAnswers. This one-question survey asks how likely a user is to recommend on a scale from 0 to 10. We modified the default question to ask how likely patrons were to recommend our literature search service to other employees. NPS provides an optional rating-based or generic follow-up question. We asked a different question for each of the three rating categories to gather feedback to help us understand the impact of the literature search results or to improve the service. Promotors (9-10 rating) were asked how the search was effective for their work, passive responders (7-8 rating) if anything could be improved, and detractors (0-6 rating) what went wrong and how it could be improved. We solicited survey responses via an email campaign and gathered patron emails from LibAnswers tickets from the past 6 months. We received 139 survey responses (29.7% response rate), and the results were overwhelmingly positive. 132 responses were promoters, 5 were passive, and 2 were detractors, for an overall NPS® score of 94 (out of 100). The NPS® score, statistics, and select comments from promotors were disseminated to library staff.
Conclusions: NPS was easy to set-up and provided a simple and customizable tool to survey patrons, and to view, interpret, and present survey results. We successfully showed that our literature search service is valued by patrons and that we make an impact on patient care and organizational mission.
Document Type
Poster
