Mystery Shopping will show you, how users feel in your library. The uninterested person’s view (mystery shopper’s) will give you an unbiased perception of your services - you will find their advantages and bottlenecks.
You will needscript for the testing of engagement with the service
Timeat least one day
Peopleat least 2 mystery shoppers
Difficulty3 – requires experienced researchers and a lot of time for preparations and realization
- you need to test your staff’s treatment of users
- you want to find out what user’s impressions of the library space are
- you want to find out the degree of difficulty in customer’s engagement with the service
Do not use when...
- you want to go through the library with the user (for this purpose, try Shadowing instead)
- you need to conduct an internal research between your employees
- Think about which service do you want to test.
- Consider how accurate results do you need - based on which decide the number of mystery visits.
- Do not forget to tell your colleagues that there will be a mystery shopping in the future, however, do not tell them the exact time or form of the mystery shopping. In a team, you should agree on why do you do mystery shopping and what is its purpose.
- Prepare the scripts for mystery shoppers and introduce them to the environment of the given institution.
- Mystery shopper follows the script, taking on a role of a regular user.
- Mystery shopper will write a detailed account of his/her experience during the visit - that is supposed to include descriptions of situations, overall impression, and evaluation of staff.
- Get your colleagues acquainted with the results of mystery shopping in order to discuss them.
Keep in mind that...
- the larger the number of mystery shoppers is, the more accurate the results are
- the staff might perceive the failure to inform about prospective mystery shopping very negatively
- mystery shopper must be observant while inconspicuous
Find out more
- Mystery shopping in libraries – are we ready?, asks the article from QQML Conference