The feasibility of incorporating the NPS indicator into the library environment. A review of use and a description of an experience

The Net Promoter Score (NPS) is used in businesses to measure customers' willingness to recommend the product, service or company as a whole to their friends and colleagues. Introduced by Fred Reichheld in 2003, the NPS could be the answer to the need that libraries have to evaluate customer experience using easy, non-labour-intensive methods. The NPS can be applied to the library as a whole or target specific services that are most relevant to the library's primary goals. However, there is very little literature on the use of the NPS in public sector organizations. This article examines its viability by analysing the uses observed in the European library environment and by discussing an experience carried out in the assessment field.