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Mystery Shopping Report for UniKassel Bibliothek
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Mystery Shopping Report for UniKassel Bibliothek

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  • 1. MYSTERY SHOPPING REPORT “UNIKASSEL LIBRARY” Caroline VANDYSTADT Dilara ADAYLAR METHODOLOGY: The library has several campuses; we decided to assess only the main building in the Holländischer Platz. To make the assessment easy and well-organized, the services given by the library are divided into 4 main titles. The services which are evaluated can be seen in the table below. In addition, the flowcharting technique was used for the design of the service. So the mystery shoppers are supposed to be students who use the library services for the first time. And the flow of services would be: Reception services, Borrowing services, Multimediatek and lastly Study places.Reception Borrowing Service Multimediatek Study placesStaff Online Services Computer Lab Rooms(Individual&groups)Environment Personal Services Copy room Common place Balcony Café WCs ASSESSMENT: To measure the overall service level, we defined criteria for each section with a scale going from 1 to 5. The 1 represents the highest or the best level while 5 represents the lowest ranking. In addition, we determined the level of importance on the whole service level for each criteria. After visiting the library as a first user, we ranked all the criteria for the services given by the library. You can find the results and the overall ranking of the library in the table below.
  • 2. SERVICE SURVEY FOR UNIKASSEL BIBLIOTEKDate & Time of visit: 22/11/2010 at 2:30 pmOccasion: Using the library service for first time SURVEY RESULTS SUMMARY A. Reception (13%) 2,29 1. Staff : 2,33 2. Environment : 2,25 B. Borrowing Service (52%) 1,53 1. Online Service: 1,61  Website : 2,09  Email Support : 1,14 2. Individual Services :1,45  Staff : 1,57  Machinery : 1  Inter-loan Service : 2,23  Training : 1 C. Multimediatek (25%) 2,31 1. Computer Lab : 2,73 2. Copy Room : 1,9 D. Studying Place (10%) 2,13 OVERALL RANKING: 2, 06 (out of 5)
  • 3. Please rank the criteria from 1 to 5. (1: highest, 5: lowest) RECEPTIONA. STAFF Time waited for information: 0 min Service day & hours: Weekday 8am/11pm, Saturday: 9am- 6pm Ranking %1. Time waited for information 1 12. Service day & hours 3 13. Greetings 5 14. Language 1 25. Appropriately groomed and attired 1 16. Helpful 2 1 Average 2,33B. ENVIROMENT OF THE RECEPTION Entrance Place for Lockers % 7. Secured 1 1 1 8. Clean 3 3 1 9. Size 1 3 1 10. Lighting 3 4 1 11. Degree of Noise 3 2 1 12. Crowded 2 1 1 Average 2,17 2,33 2,25 BORROWING SERVICESA. ONLINE SERVICES: WEB SITE Criteria Ranking % Comments1. Accessibility of Software 1 12. Easiness of software 2 23. Language 3 2 Some parts are not translated.4. Search engine quality 2 2 No option for selecting the language5. Number of databases 2 26. Number of Books & E-journals 2 2 Average 2,09
  • 4. EMAIL SUPPORT  Name of responsible person: Thomas Bündgen  Date & Time of Email sent: 04/11/2010 - 17:14 pm  Date & Time of answer: 05/11/2010 - 10:52 am  Language of answer (English): Yes Comments: Criteria Ranking % Comments 1. Accessibility 2 1 2. Time for response 1 2 3. Language 1 2 4. Relevance of answer 1 1 5. Approach used in 1 1 Average 1,14 answerB. FACE-TO-FACE SERVICES: Staff: Number of responsible person: 2 Time waited for information: 1 minute (within 3 minutes) Service day & hours: Weekdays: 8 am- 6 pm Saturday: 9 am -1 pm Criteria Ranking % Comments1. Number of responsible 1 12. person Time waited for 1 1 information3. Service Hours 3 24. Interested 1 25. Patient 1 16. Appropriate Clothes 1 17. Professional Approach 1 18. Friendly Approach 1 1 Helped for getting a book9. Competent enough for 2 2 acknowledging10. English speaker 2 2 Average 1,57Comments:
  • 5. Borrowing Machines: Number of machines: 5 machines (4 for borrowing; 1 for giving back) Criteria Ranking % Comments11. Number of machine 1 112. Operating manual in 1 1 You can easily change language of machine in English English.13. Easy to use 1 1 Average 1Inter-loan service: Duration of Delivery: 10 days (within 2 weeks) Duration of borrowing: Approximately 2 weeks Criteria Ranking % Comments 1. Accessibility 2 2 Some parts of web service are in German so it’s hard to understand. 2. Putting money into 1 1 account 3. Complexity of process 3 2 4. Delivery service 1 2 5. Speed of service 2 2 6. Duration of borrowing 4 2 7. Support by staff 2 2 Average 2,23 Comments:
  • 6. Training service: Criteria Ranking % Comments 1. Duration of training 1 1 2. Regular training 1 1 3. Trainers available 1 1 4. Language 1 1 Average 1 Comments: - Training duration: 90 minutes (1 Hour for training , 30 minutes for tour in library) - Booking the training is on the website. You have to check the schedule online to know how many days you must wait. - There is regular training each Tuesday at 2 pm in German - In order to book trainings in English, it might take longer time for waiting. MULTIMEDIATEK A. COMPUTER LAB How many computers are available? 34 Service hours: Weekdays 9am-20pm Criteria Ranking % Comment1. Number of computers 2 22. available Service hours 3 23. Language of computers 5 24. Language spoken by staff 3 15. Time needed for opening a 5 2 session 2 26. Speed of Computers7. Quality of computer 1 28. Quality of Software 1 2Average 2,73
  • 7. B. COPY-SCAN-PRINTING SERVICE Service hours: Weekdays 8am-11pm - Saturday: 9 am- 6 pm How many machines are available? Copy – Printing: 4 (2 of them for printing) Scanner: 6 Criteria Ranking % Comment 1. Service Hours 2 2 2. Number of machines 2 2 available 3. Operating manual 4 1 4. Easiness of 1 usage 1 5. Maintenance 1 1 6. Availability of 1 materials 1 (Paper, etc…) 7. Price 2 2 Average 1,9 Comments: STUDYING PLACE Service day & hours: Weekdays: 8am-11pm & Saturday: 9 am-6 pmCriteria Place Individual Rooms for Common Balcony Cafeteria WCs % Rooms groups place1. Service Hours 2 2 2 2 2 2 12. Size 2 1 1 1 5 2 13. Design 3 2 1 1 3 1 14. Hygiene / Clean 2 1 1 2 1 2 15. Comfort 4 2 2 1 4 2 16. Lighting 5 2 1 - 3 1 17. Degree of Noise 4 1 2 - 3 - 18. Temperature 2 2 3 - 3 1 19. Free seats - - 1 1 2 2 2 Average 3,00 1,63 1,67 1,50 3,11 1,88 2,13 Comments: Warnings are only in German