Connecting Librarians to Purpose LibAnswer's NPS Tool

Background: A library at a large health system wanted to help library staff feel a stronger connection between their work and the organization’s mission. 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 patrons and demonstrate our contribution to organizational mission. Description: We used NPS, an add-on module in LibAnswers, to solicit feedback on literature searches. We asked how likely patrons were to recommend our literature search service to other employees on a scale from 0 to 10, along with an optional, open-answer, follow-up question based on the rating given. 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 gathered patron emails from LibAnswers tickets from the previous 6 months, and sent the survey via an email campaign. We received 139 survey responses (29.7% response rate). 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 were disseminated to library staff. Conclusions: NPS was a simple and customizable way to survey patrons, and to view, interpret, and present results. We successfully showed that literature searches are valued and that we make an impact on patient care and organizational mission.