Mystery shopping case-UniKassel Bibliotek

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Mystery shopping case-UniKassel Bibliotek

  1. 1. MYSTERY SHOPPING CASE: UniKassel Bibliotek Inspectors: Caroline VANDYSTADT Dilara ADAYLAR
  2. 2. A. Introduction B. Focus of the research C. Flowcharting D. Assessment AGENDA
  3. 3. Introduction • 20.000 students in Kassel • Merger of the former state library, Murhard Library and library of University Kassel in 1975 • 10 departmental libraries: 5 of them are located at Holländischer Platz. The others can be found throughout Kassel’s city region and Witzenhausen. • Library can be used also by visitors
  4. 4. Introduction Core & Augmented Services Advices,Studying, Printing, Internet Borrowing services
  5. 5. Focus of the research • Mystery shopping case on a public service • Assessment of main building in Holländische Platz campus • Divided into 4 main parts: ▫ Reception ▫ Study Places ▫ Multimediatek ▫ Borrowing services
  6. 6. Flowchart Reception Borrowing services Multimediatek Study place
  7. 7. A. Introduction B. Focus of the research C. Flowcharting D. Assessment AGENDA
  8. 8. Assessment • Methodology: ▫ First time of being in library ▫ 76 criteria for assessment ▫ Scale from 1 to 5 ( 1: highest ; 5: lowest ranking) ▫ Assestment in 4 main fields : Reception Borrowing Service Multimediatek Study places Staff Online Services Computer Lab Rooms(Individual & Groups) Environment Personal Services Copy room Common place Balcony Café WCs
  9. 9. • 2 points were assessed: ▫ Staff ▫ Environment • In total : 12 criteria for staff and environment • Represents 13% of the total evaluation • Result : 2,29 / 5 • Lightining, crowded and level of noise Reception Assessment
  10. 10. Borrowing service Assessment Online Face- to-face Website E-support Staff Borrowing Machines Inter-loan service Training
  11. 11. Online Services • Represents 18% of the total evaluation • 2 poins were assessed : ▫ Website with 6 criteria ▫ E-support with 5 criteria • Result: 1.61 / 5 • Language (both for website & database) Assessment/Borrowing Services
  12. 12. Face-to-Face Servicers • Represents 34% of the total evaluation • 4 points were assessed: ▫ Staff with 10 criteria ▫ Machinery with 3 criteria ▫ Inter-loan services with 7 criteria ▫ Training service with 4 criteria • Results: 1,45 / 5 • Service hours, duration of borrowing (inter-loan) Assessment/Borrowing Services
  13. 13. Borrowing Services - Summary • Borrowing services represents 52% of the total evaluation. Overall Ranking for the borrowing service 1,53 / 5 Assessment
  14. 14. Multimediatek • Represents 25% of the total evaluation • 2 points were assessed: ▫ Computer lab with 8 criteria ▫ Copy room with 7 criteria • Results: 2,31 / 5 • Language, time needed to access Assessment
  15. 15. Studying places • Represents 10% of total evaluation • Assessment of 6 different rooms with 7 criteria ▫ Individual Rooms ▫ Rooms for groups ▫ Common place ▫ Cafeteria ▫ Balcony ▫ WCs • Results : 2,13 / 5 • Individual rooms (light & noise) Assessment
  16. 16. Overall Assessment • The library service is satisfactory in general. • Several points to be taken into consideration: ▫ Language ▫ Duration of borrowing (for inter-loan service) ▫ Time needed for the access to the computer ▫ Printing services (from USB stick) OVERALL RANKING : 2,06 / 5
  17. 17. THANK YOU FOR YOUR ATTENTION!
  18. 18. QUESTIONS?

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