Reimagining academic library user experience: Using mystery shopping to inform service decisionmaking at the Czech National Library of Technology

Abstract

This paper describes how the Czech National Library of Technology (NTK) performed mystery shopping (MS), a technique borrowed from the commercial services sector, as a tool for informing its service decisions and offerings, both virtual and in-person. The methodologies used for two rounds of MS, one in 2014 and another in 2015, are described, and findings and interpretation of feedback in relation to actual NTK service modifications are presented.