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In order to start collecting scores (and feedback) to measure your patron's overall satisfaction with your institution and the services you provide via the NPS® Tool module, you will need to create a Net Promoter Score℠ survey. Surveys are the core of the module and will be set up to collect scores for different library services, departments, events, branches, and resources—you can create an unlimited number of surveys—creating a separate survey for each individual area that you want to track.

Each survey includes a standardized 0-10 rating scale, and optional free-text follow-up question to gather additional feedback (with an additional option to tailor the follow-up question's text based on the rating given—asking a different question to detractors vs. passive vs. promoters), and options for customizing the look and feel for the survey when it is shared. 

For each survey that you create, you have the ability to create email campaigns to share the survey with your patrons and configure the campaigns to run once or on a recurring basis—you can have an unlimited number of campaigns tied to the survey though you will be limited by the total number of emails that your subscription allows. Each survey also includes a direct URL and customizable widgets to provide additional options for sharing the survey, along with options for connecting the NPS survey to a queue's follow-up survey and/or a chat widget's post-chat rating.

The NPS calculation

The Net Promoter Score is calculated based on how patrons respond to your survey question and breaks down respondents into three categories. Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every patron is a Detractor) to a high of 100 (if every patron is a Promoter). 

• Detractors (survey scores of 0-6)
  • Dissatisfied patrons who can potentially harm your institution's reputation through negative word-of-mouth.
• Passives (survey scores of 7-8)
  • Satisfied but unenthusiastic patrons who won't positively or negatively affect your institution's reputation.
• Promoters (survey scores of 9-10)
  • Cheerleaders who will promote your services to others—pay attention to what they like so you can keep up the good work.

To create and manage your NPS surveys, Admin-level users can:

1. Click on NPS® Tool from the command bar.

Create and send a new NPS survey

NPS surveys should be created for each individual department/resource/service that you want to track its patron satisfaction. For example, if you want to track satisfaction with responses to your LibAnswers' tickets and chats, follow up with users who attended library events, and gather feedback for users of your website, you would want to create three separate NPS surveys. 

As you set up the new survey you will be able to set up its general details, survey question, follow-up question, thank you message, and adjust the look and feel.

To create a new survey:

1. From the Manage NPS® Surveys page, click the Create New Survey button.

2. On the Create NPS® Survey modal, set a Survey Name.
   • This name is not visible publicly and is used internally to sort and organize existing surveys.
3. Set the Base Language to be used for the survey when shared with your patrons.
   • The selected language will be used for the survey's public view but will not impact the editing interface—you will see the survey builder in the language that you've selected for yourself.
   • The language selection cannot be changed once the survey is created.
   • Customized language labels will not be automatically updated.
4. Set the Survey Type by choosing either "Transactional" or "Relational" to better organize your existing surveys.
   • Transactional surveys are used most commonly to measure an interaction that a patron has had to gauge the experience of that interaction.
   • Relational surveys are most commonly not tied to specific interactions and are used to measure the broad, overarching experience that a patron has with your institution, service, department, etc.
   • Note: The type selected for the survey can be adjusted at any time and does not impact the type of reporting data that you collect in any way.
5. Click the Save button.
   • After saving you will be directed to the NPS® Survey Builder for the newly created survey.

Survey set up

After creating the survey, you can make adjustments to the survey's visibility, general details, and the optional privacy notification at the top of the survey's Survey Set Up tab.

1. Survey Visibility: Set the survey's visibility to "Active" or "Inactive."
   • Active surveys can be viewed by patrons (provided they have been sent the survey or they have access to it via URL or widget) and will accept submissions.
   • Inactive surveys cannot be viewed by patrons nor will they accept new submissions.
     • Note: When a survey is set to Inactive, you will see the Inactive Survey Message field that can be used to customize the message a patron sees when they view the survey.
2. Survey Name: Make any necessary adjustments to the survey's name.
3. Survey Type: Adjust the survey's type as needed.
4. Internal Note: Add any optional notes that are only visible internally on the Manage NPS® Surveys page and the survey's dashboard. 
5. Privacy Notification: Adjust the text of the Privacy Notification as needed.
   • The notification is a dismissible banner that will be displayed to patrons on all survey pages and widgets to explain what information is collected when a patron submits the survey.
   • Clear all text from this field if you do not want to display the banner for the survey.
   • Tip: To link out to a webpage of your choosing keep the <a id="s-ui-cc-read-more-link" target="_blank" href="#">Read more</a> code in the notification and replace the "#" value with your own URL. 

Main survey question

The Main Survey Question fields allow you to configure the text and labels that a patron will see alongside the 0-10 rating field for the survey.

1. Intro Text: Optional text to provide additional context to the survey that will display between the survey's title and the rating prompt.
   • Field supports HTML and has a maximum of 500 characters (including HTML tags).
2. Rating Prompt: Use this field to ask the question/prompt for patrons to answer with the rating they select.
   • Field supports HTML and has a maximum of 250 characters (including HTML tags).
3. Lowest Score Label: Label that will appear next to the 0 rating on the survey.
   • Field supports HTML and has a maximum of 100 characters (including HTML tags).
4. Highest Score Label: Label that will appear next to the 0 rating on the survey.
   • Field supports HTML and has a maximum of 100 characters (including HTML tags).
5. Preview: Use the Preview button at the bottom of the page to view any changes that you've made to the above fields in real-time.

Follow-up question

For every NPS survey, the patron submitting a response will be required to answer the main question that you set above. But if you would prefer to ask an additional, optional follow-up question, you can activate one. You can choose to add a Rating Based Question that allows you to ask a different question for Detractors, Passive, and Promoters. Or a Generic Follow-up Question that asks all patrons responding to the survey the same question.

For both follow-up question types, you also have the option to ask for the patron's contact information to follow-up with them further about their submission.

And if you would prefer to not ask an additional question, you can simply select Do no show Follow-Up Question.

Rating Based Question

1. Follow-up Question Type: Select Rating Based Question from the available options.
2. For Ratings 0-6 (Detractors): Set the question text for patrons who chose a rating of 0-6.
   • Field supports HTML and has a maximum of 500 characters (including HTML tags).
3. For Ratings 7-8 (Passive): Set the question text for patrons who chose a rating of 7-8.
   • Field supports HTML and has a maximum of 500 characters (including HTML tags).
4. For Ratings 9-10 (Promoters): Set the question text for patrons who chose a rating of 9-10.
   • Field supports HTML and has a maximum of 500 characters (including HTML tags).
5. Email Contact & Contact Prompt: Select the checkbox to Request Contact Info for Follow-up? to show an additional prompt for the patron's email address after the patron submits their rating to follow up with them further.
   • Note: If the patron enters their email address when submitting, it will be available in the Survey Response report.
6. Preview: Use the Preview button at the bottom of the page to view any changes that you've made to the above fields in real-time.

Generic Follow-up Question

1. Follow-up Question Type: Select Generic Follow-Up Question from the available options.
2. Follow-up Question (All Ratings): Set the question text that all patrons will see after submitting their rating.
   • Field supports HTML and has a maximum of 500 characters (including HTML tags).
3. Email Contact & Contact Prompt: Select the checkbox to Request Contact Info for Follow-up? to show an additional prompt for the patron's email address after the patron submits their rating to follow up with them further.
   • Note: If the patron enters their email address when submitting, it will be available in the Survey Response report.
4. Preview: Use the Preview button at the bottom of the page to view any changes that you've made to the above fields in real-time.

Thank you message

Once a user has completed their submission to the survey, you can set up a custom message that they'll see after submitting.

1. Feedback Submitted: Adjust the text that a patron sees upon completing their survey submission.
   • Field supports HTML and has a maximum of 250 characters (including HTML tags).
2. Next: Customize Look & Feel: After you've configured the text and labels for the survey, you can move on to customizing the survey's look and feel settings.
3. Save Survey: If you don't need to make adjustments to the look and feel settings, you can click this button to complete the initial set up of your survey.

Look and feel

The Look and Feel tab of the survey's settings includes options for adding a header/logo image and adjusting the title of the survey.

1. Logo Image: Enter an image URL to add an optional image to show to the left of the survey title.
   • Dimensions for the image should be no larger than 200 px x 400 px.
2. Survey Title: Set the title of the survey that patrons will see when submitting.
   • This field is visible to your patrons and differs from the Survey Name, which is only visible internally.
3. Previous: Survey Set Up: Click this button if you need to return to the Survey Set Up tab to make additional changes to the settings there.
4. Save Survey: Click this button if you are finished with the initial set up of the survey.
5. Preview: Use the Preview button at the bottom of the page to view any changes that you've made to the above fields in real-time.

Manage all existing surveys

Once you have set up one, or more, NPS surveys they will be added and shown on the Manage NPS® Surveys page. 

From here you can:

1. Use the Type column to sort/view surveys by the Survey Type assigned to them.
2. Sort by the # Responses column to see how many submissions each survey has received.
3. Use the Score column to quickly see the current Net Promoter Score for the survey.
   • Note: Scores are updated daily at midnight (for your server region).
4. See the current Status of each survey.
   • Reminder: Inactive surveys are not currently accepting new submissions and Active surveys are accepting submissions.
5. Click the View Survey () icon to manage an individual survey including its settings, email campaigns, and widgets.
6. Click the Delete Survey () icon to permanently delete the survey from LibAnswers.
   • Caution: Deleting a survey will remove the survey and its responses from any listings and statistics. This cannot be undone, so please proceed with caution.
   • Tip: If you want to preserve a survey's responses and scores, consider setting its status to Inactive so that it will not be visible or available to patrons but will still remain in your system.

Manage an individual survey

Each NPS survey that you create has its own Survey Dashboard from where you can manage its email campaigns, track its current Net Promoter Score and responses, adjust its settings, and more.

1. Preview: Use the Preview button to see how the survey will be displayed to your patrons.
2. Settings: Open the Settings page to make adjustments to the survey's set up, main question labels, follow-up question options, and look and feel.
   • These settings are the same that you see when creating a new survey.
3. Current Score: Shows the survey's score (across all collection methods), how the score has performed over the last seven days, and a link to quickly view the Score Statistics for the survey.
4. Number of Survey Responses: Shows the the total number of survey responses that have been submitted (across all collection methods), the number of new responses that have come in over the last seven days, and a link to quickly view the Survey Responses report for the survey.
5. Email Campaigns: This tab shows the details of any completed, ongoing, and upcoming email campaigns that have been created for the survey.
   • For more details on email campaigns, click here.
6. Other collection methods: Click the additional tabs to get details on the other collection methods beyond email campaigns.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.