What are the factors that contribute to a visitor’s satisfaction and how do we measure it in a way that is directional for our museums? This question has become even more important as museums are looking to measure success in ways that are not just financial. This session will explore how three museums chose the Net Promoter Score as a means to measure visitor satisfaction. By using a measurement from the for-profit sector, our organizations found a cost-effective tool that informs the different kinds of business and mission decisions we face every day. You will learn three different ways the NPS score is used, its pros and cons, as well as how museums can harness the power of visitor satisfaction to make decisions.

Education, Audience Research & Evaluation track generously supported by the Canadian Museum for Human Rights


  • Marley Steele-Inama


  • Keri Ryan
  • Kelly McKinley
  • Marcus Harshaw