October 17-19 Monterey Marriott
Monterey, California
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Wednesday, October 19, 2016

C304 - Net Promoter Score: Gauging Satisfaction & Loyalty

2:30 p.m. - 3:15 p.m.
Nan Bai, Information Specialist, Joule Inc. (A Canadian Medical Association company)

The Ask a Librarian service has provided literature searches tailored to the specific clinical and other research needs of CMA members (medical students, residents and practicing physicians) using the clinical library since 1998. In late 2015, a post-service survey was launched to gauge member satisfaction and loyalty and to identify potential areas for improvement. Net Promoter Score (NPS) was applied to the survey question on the likelihood of members to recommend this service to others. Members who rated the service a 9–10 score are classified as promoters (likely to keep using the service and referring to others), 7–8 are passives (satisfied, but unenthusiastic) and 0-6 are detractors (unhappy and potentially damaging to the service). Hear about the results with highlights so far: representation from across Canada and segments of the physician career cycle (from students to established in practice); key motivators for using the service were the need for quality of information and lack of time and skills to do their own searches; a high majority were satisfied with the service and would actively recommend the service to colleagues! This is one of the few studies where library customer satisfaction is assessed using NPS which seems to be a quick indicator of member loyalty and can potentially be benchmarked (over time and with other products and services throughout the organization).

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