Title: Reimagining academic library user experience: Using mystery shopping to inform service decisionmaking at the Czech National Library of Technology
Authors: Orlová, Jana; Pavelová, Alena
Year: 2016
Language: eng
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.
Keyword(s): analýza; informační služby; knihovny; Mystery Shopping; Národní technická knihovna; průzkumy; SWOT analýza; zlepšování služeb
English keyword(s): analysis; exploration; improvement of services; information services; libraries; Mystery Shopping; National Library of Technology; SWOT analysis
Conference/Event: 8th International Conference on Qualitative and Quantitative Methods in Libraries, London (UK), 2016-05-24 / 2016-05-27
Rights: Dílo je chráněno podle autorského zákona č. 121/2000 Sb. Licence Creative Commons Uveďte původ-Neužívejte komerčně-Zachovejte licenci 4.0 This work is protected under the Copyright Act No. 121/2000 Coll. License: Creative Commons Attribution-NonCommercial-ShareAlike 4.0

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