Secret Shoppers: Service Lessons for Libraries

Secret Shoppers….Secret Patrons:Service Lessons for LibrariesRebecca Jones, Managing PartnerDysart & Jones AssociatesMoe Hosseini-Ara, Director Service ExcellenceMarkham Public Library

User Experience WatchWhat Why points How Who

Ways to Gain Feedback & Insights

Seeing ourselves, our spaces, our servicesas others see us, our spaces, our services

It’s a structured approach!

What do you want to know?• Clear objectives• Checklist of facilities or items to be observed• Schedule• Questions or resources to explore• Carefully documented

Physical experience

People experience

Virtual experience

Usable results

Nothing secret about the benefits

Feedback is a gift

Staff engagement

Enhance the experience

Costumer Delight

Want more information?• Joe Matthews: www.joematthews.org – Appreciating the Customer’s Voice: Evaluation of Customer Expectations due out this spring from Libraries Unlimited• Kathy Dempsey’s The Accidental Library Marketer &, of course, her MLS: Marketing Library Services newsletter – “How to Evaluate Your Library’s Physical Environment” in MLS May 2007 by Julia Cooper• 20:20 Customer Experience by IBM Business Consulting, 2011

Thanks!Rebecca@dysartjones.com905 731 5836

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Secret Shoppers: Service Lessons for Libraries

by Rebecca Jones on Jan 30, 2011

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Secret Shoppers: Service Lessons for Libraries — Presentation Transcript