Following are simplified approaches to these two measurements. They can be easily and effectively used in online surveys. Once you have completed the initial survey, you have a benchmark against which future surveys can be compared.
With good scores, you have strong evidence of your overall impact and community support.
This is a simplified approach to a standardized survey that measures the satisfaction of their own customers.
There are three core questions for your audience:
The following simplified calculation will provide you with a number that expresses your audience’s satisfaction with your museum/heritage site:
Repeat the survey and calculation a year later and compare the numbers to determine if your audience’s satisfaction has changed.
Net Promoter Score is a standard methodology that measures the likelihood of your audience returning or referring to friends and family. It is sometimes considered a measurement for word-of-mouth or the size of your audience that is speaking positively about you.
Ask your attendees:
For each question:
Your score is calculated by subtracting the percentage of ‘detractors from the percentage of ‘promoters’. The calculation can be expressed as:
% of Promoters – % of Detractors = NPS
Here is an example: