Getting Started with Evaluation by Peter Hernon

Author:Peter Hernon [Hernon, Peter]
Language: eng
Format: epub
Tags: LANGUAGE ARTS & DISCIPLINES / Library & Information Science / Administration & Management
ISBN: 9780838996836
Publisher: American Library Association
Published: 2013-11-27T14:00:11+00:00

= Importance (mean score) + Importance (mean score) − Satisfaction (mean score)

Or,

= Importance (mean score) − Satisfaction (mean score) + Importance (mean score)

Box 6.4

Calculating the Opportunity Index

This index, which complements the Net Promoter Score, compares questions that address both importance and satisfaction so that managers can examine the gap in the context of the fifth gap, Gaps Model of Service Quality (see figure 6.1). Importance is the theoretical matter of greatest importance to “customers.”

The first two questions in table 6.1 cover the following:

1. Overall how important is this library to you?

2. Overall, how satisfied are you with the services of this library?

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