Originally Published In
Britto, Marwin, and Kirsten Kinsley. Academic Libraries and the Academy: Strategies and Approaches to Demonstrate Your Value, Impact, and Return on Investment. , 2018.
Washington University in Saint Louis Libraries are beginning to use the Net Promoter Score (NPS), in place of satisfaction surveys, to measure how library instruction sessions for the College Writing 1 program are received. NPS uses the 10-point Likert-scale question “Would you recommend this library instruction session to your friends and colleagues?” NPS determines whether library instruction participants and faculty are active “promoters,” simply satisfied “passives,” or dissatisfied “detractors.” Nudge theory is also introduced. “Nudge” is an attempt to unconsciously influence positive behaviors in place of using mandated activities. The author believes that NPS is inherently a “nudge.”
Chaffin, Ted, "Library Instruction, Net Promoter Scores, and Nudging beyond Satisfaction" (2018). University Libraries Publications. 26.