{"id":5395,"date":"2023-10-12T10:45:44","date_gmt":"2023-10-12T16:45:44","guid":{"rendered":"https:\/\/www.ripleffect.org\/2023\/?page_id=5395"},"modified":"2023-10-25T16:49:36","modified_gmt":"2023-10-25T22:49:36","slug":"using-net-promoter-score-nps-data-to-tell-your-librarys-story","status":"publish","type":"page","link":"https:\/\/www.ripleffect.org\/2023\/using-net-promoter-score-nps-data-to-tell-your-librarys-story\/","title":{"rendered":"Webinar: Using Net Promoter Score (NPS) Data to Tell Your Library&#8217;s Story"},"content":{"rendered":"<p style=\"text-align: left;\"><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/gId9GvrI5RA?si=1RYkH20-xV5NlIYX\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><a href=\"https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Using-NPS-Data.pdf\">Slides<\/a><\/p>\n<p><strong><em>Speakers: Chris Boivin \u2013 Assistant Director, Community Relations &amp; Marketing, Jacksonville Public Library, and Kate Jacobs, Senior Consultant \u2013 Savannah Platform, OrangeBoy, Inc.<\/em><\/strong><\/p>\n<p>Do you struggle with collecting and sharing qualitative data for your stakeholders? Savannah\u00ae libraries are using data to make informed decisions by employing <a href=\"https:\/\/www.netpromoter.com\/know\/\">Net Promoter Score (NPS)<\/a>, a customer loyalty metric that gauges customer satisfaction through a one-question scale. It has proven to be a valuable management tool in various industries. In Savannah, NPS has been automated, allowing libraries to collect continuous feedback from their customers about their library experiences.<\/p>\n<p>Join <a href=\"https:\/\/www.orangeboyinc.com\/\">OrangeBoy<\/a> along with Jacksonville Public Library to explore how this Florida library analyzes and communicates its NPS data for different stakeholders, with a new approach to qualitative data gathered in the well-known one question survey. During the session, attendees will learn how to:<\/p>\n<ul>\n<li>utilize NPS for quantitative and qualitative data,<\/li>\n<li>analyze and build a narrative from data,<\/li>\n<li>gather meaningful feedback and comments from cardholders, and<\/li>\n<li>use OrangeBoy\u2019s Savannah for these efforts!<\/li>\n<\/ul>\n<p><strong>About Savannah<\/strong><\/p>\n<p><a href=\"https:\/\/www.orangeboyinc.com\/savannah\">Savannah<\/a>\u00ae, OrangeBoy\u2019s proprietary Customer Lifecycle Management Software-as-a-Service (SaaS) gives public libraries the tools to measure, manage, and market their organization. This single, cloud-based system eliminates the need for libraries to access multiple platforms or sift through reams of paper to make data-driven decisions while acquiring, engaging, and nurturing cardholders. Savannah\u2019s software portion provides a set of tools to measure library performance, understand and respond to demand for library services, report results to the community, allocate resources, communicate with customers, identify patterns of use, secure feedback, and more. OrangeBoy\u2019s service portion truly sets the firm apart. The account management and support teams assist more than 250 public libraries with data uploads and integration, messaging support, analysis, campaign strategy and development, customer insights, and more.<\/p>\n<p><strong>About the Speakers<\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-thumbnail wp-image-5399\" src=\"https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Chris-Boivin-150x150.jpg\" alt=\"\" width=\"150\" height=\"150\" srcset=\"https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Chris-Boivin-150x150.jpg 150w, https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Chris-Boivin-300x300.jpg 300w, https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Chris-Boivin-1024x1024.jpg 1024w, https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Chris-Boivin-768x768.jpg 768w, https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Chris-Boivin-1536x1536.jpg 1536w, https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Chris-Boivin-2048x2048.jpg 2048w, https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Chris-Boivin-400x400.jpg 400w\" sizes=\"auto, (max-width: 150px) 100vw, 150px\" \/><strong>Chris Boivin<\/strong> has been using marketing and communications to help people and brands get the right message to the right people for 30 years, and for the past seven, he&#8217;s been leading marketing at Jacksonville Public Library in Florida. He serves on the board of the Library Marketing Conference Group, founded the Library Marketing Book Club, and speaks at marketing events across the U.S.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-thumbnail wp-image-5400\" src=\"https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Kate-Headshot-150x150.png\" alt=\"\" width=\"150\" height=\"150\" srcset=\"https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Kate-Headshot-150x150.png 150w, https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Kate-Headshot-300x300.png 300w, https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Kate-Headshot-400x400.png 400w, https:\/\/www.ripleffect.org\/2023\/wp-content\/uploads\/sites\/29\/2023\/10\/Kate-Headshot.png 477w\" sizes=\"auto, (max-width: 150px) 100vw, 150px\" \/><strong>Kate Jacobs<\/strong> is a Senior Consultant for Savannah at OrangeBoy, Inc., a software and consulting firm. Kate has been an integral part of the team for over seven years. Kate and their team work with over 250 libraries worldwide, focusing on data insights, and helping clients develop marketing strategies and service development offerings.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><em><strong>The RIPL Team thanks OrangeBoy, Inc. for serving as a RIPL 2023 sponsor!<\/strong><\/em><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Slides Speakers: Chris Boivin \u2013 Assistant Director, Community Relations &amp; Marketing, Jacksonville Public Library, and Kate Jacobs, Senior Consultant \u2013 Savannah Platform, OrangeBoy, Inc. Do you struggle with collecting and sharing qualitative data for your stakeholders? Savannah\u00ae libraries are using data to make informed decisions by employing Net Promoter Score (NPS), a customer loyalty metric&#8230; <\/p>\n<div class=\"clear\"><\/div>\n<p><a href=\"https:\/\/www.ripleffect.org\/2023\/using-net-promoter-score-nps-data-to-tell-your-librarys-story\/\" class=\"gdlr-info-font excerpt-read-more\">Read More<\/a><\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-5395","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.ripleffect.org\/2023\/wp-json\/wp\/v2\/pages\/5395","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ripleffect.org\/2023\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ripleffect.org\/2023\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ripleffect.org\/2023\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ripleffect.org\/2023\/wp-json\/wp\/v2\/comments?post=5395"}],"version-history":[{"count":10,"href":"https:\/\/www.ripleffect.org\/2023\/wp-json\/wp\/v2\/pages\/5395\/revisions"}],"predecessor-version":[{"id":5414,"href":"https:\/\/www.ripleffect.org\/2023\/wp-json\/wp\/v2\/pages\/5395\/revisions\/5414"}],"wp:attachment":[{"href":"https:\/\/www.ripleffect.org\/2023\/wp-json\/wp\/v2\/media?parent=5395"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}