А. И. Каптерев The purpose of the work is to elaborate the complex index for independent estimating the quality of library services (I НОК ), which includes 4 sub-indices of the 100-points scale; as well as to propose the complex instrument for assessing various aspects of library services. It is in free access and copying for representatives of any library. The analysis of the work of 89 regional libraries of the Russian Federation on an independent assessment of the quality of services provided has been carried out. The research uses the following methods : content analysis, conceptual modeling, comparative analysis, problematization. The conclusion has been made that quantitative assessment of library services is paid no sufficient attention in domestic libraries. Thus, it is advisable to use indicators of library services effectiveness which are worldwide used but rarely found in domestic practice. We have considered a comprehensive tool for assessing the quality of library and information services in the form of an interactive calculator, which includes: a) Customer Satisfaction Score, CSAT; b) Net Promoter Score, NPS; c) Customer Effort Score, CES; d) Average Ticket Time, ATT; e) First Contact Resolution, FCR; f) Customer Acquisition Cost, CAC; g) Customer Retention Rate, CRR; h) Customer Lifetime Value, CLV; i) an assessment of the comparison of the cost of attracting a customer with its lifetime value, CAC-to-CLV; k) an indicator of the effectiveness of attracting customers over a period of time. As an instrument of practical analysis, the complex index for independent estimating the quality of library services (I НОК ) has been elaborated.
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