{"id":423,"date":"2013-12-20T15:04:47","date_gmt":"2013-12-20T15:04:47","guid":{"rendered":"http:\/\/maptoolkit.wordpress.com\/?p=423"},"modified":"2013-12-20T15:04:47","modified_gmt":"2013-12-20T15:04:47","slug":"mystery-shopper-exercise-health-library-keele-university-university-hospital-of-north-staffordshire-nhs-trust","status":"publish","type":"post","link":"https:\/\/www.lihnnhs.info\/maptoolkit\/2013\/12\/20\/mystery-shopper-exercise-health-library-keele-university-university-hospital-of-north-staffordshire-nhs-trust\/","title":{"rendered":"Mystery Shopper Exercise  (Health Library \u2013 Keele University &#038; University Hospital of North Staffordshire NHS Trust)"},"content":{"rendered":"<p><strong>Title of project<\/strong>: Mystery Shopper Exercise\u00a0<a href=\"http:\/\/maptoolkit.files.wordpress.com\/2013\/12\/north-staff-logo.jpg\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-418 alignright\" alt=\"North Staff logo\" src=\"http:\/\/maptoolkit.files.wordpress.com\/2013\/12\/north-staff-logo.jpg?resize=248%2C59\" width=\"248\" height=\"59\" \/><\/a><\/p>\n<p><strong>Project team<\/strong>: Customer services Manager \u2013 University Campus Library; Senior Library Assistant \u2013 University Campus Library; Deputy Health Library Manager<\/p>\n<p><strong>Resources required:<\/strong><\/p>\n<ul>\n<li>Involvement of library customers \u2013 specifically students.<\/li>\n<li>Staff time and mystery shopper\u2019s time.<\/li>\n<li>Mystery shopper guidance packs \u2013 instructions, scenarios, guidance on expected service levels.<\/li>\n<li>Template of the previous University Campus Library\u2019s mystery shopper exercise report and mystery shopper packs as guidance on how the method should work.<\/li>\n<li>Knowledge of the services available at the Health Library and the library\u2019s customer mix to ensure the scenarios tested are suitable to the library.<\/li>\n<li>Vouchers as mystery shopper participation incentive.<\/li>\n<li>Technology \u2013 Microsoft Excel for results analysis.<\/li>\n<\/ul>\n<p><strong>Timeframe<\/strong>: January 2013 &#8211; ideal completion by Easter 2013<\/p>\n<p><strong>Description of product\/service<\/strong>: Customer service survey using the Mystery Shopper method. The Health Library\u2019s survey will focus on the medical, midwifery and nursing University students. Health Library\u2019s exercise needs to be comparable with the exercise conducted at the University Campus Library in winter 2012. The report produced needs to be able to stand alone on its own as NHS Library report; but also to be able to be read conjunctively with the University Campus Library\u2019s report as a cross-libraries survey.<\/p>\n<p><strong>Alignment to local, regional and national drivers<\/strong><\/p>\n<p><strong>Local drivers:<\/strong> Unwritten library aims from the NHS and the University to provide good customer service to all customers.<\/p>\n<p><strong>National drivers:<\/strong> Library Quality and Assurance Framework \u2013 criteria that \u2018Library\/knowledge service development\/improvement is informed by relevant information\u2019 \u2013 which could include the results of a customer survey.<\/p>\n<p><strong>Published literature<\/strong>: numerous journals articles have been published demonstrating how libraries\/information services in other sectors have used mystery shopper exercises successfully to test certain aspects of the library service and gain insight into how their services are really being delivered. The public sector and higher education in particular have documented using this method.<\/p>\n<p><strong>Intended outcome for customer \/ organisation \/ library<\/strong>: To produce a report that can be read on its own as an assessment of the Health Library\u2019s service, and which can be read conjunctively with the University\u2019s Library report as a cross-libraries survey.<\/p>\n<ul>\n<li>To identify any improvements needed to the library\u2018s customer service.<\/li>\n<li>To provide a benchmark which future repeat surveys can be judged against to ensure standards are being maintained or improved.<\/li>\n<\/ul>\n<p><strong>Next steps:<\/strong><\/p>\n<ul>\n<li>Discuss and write the scenarios to be tested at the Health Library \u2013 for inclusion in the Mystery Shopper packs.<\/li>\n<li>Recruit mystery shoppers from the Health Faculty Schools.<\/li>\n<li>Brief mystery shoppers.<\/li>\n<li>Run the mystery shopper exercise.<\/li>\n<li>Results analysis and report production.<\/li>\n<li>Act on any identified improvements needed.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Title of project: Mystery Shopper Exercise\u00a0 Project team: Customer services Manager \u2013 University Campus Library; Senior Library Assistant \u2013 University&#8230; <a href=\"https:\/\/www.lihnnhs.info\/maptoolkit\/2013\/12\/20\/mystery-shopper-exercise-health-library-keele-university-university-hospital-of-north-staffordshire-nhs-trust\/\">Continue reading &raquo;<\/a><\/p>\n","protected":false},"author":15,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[6],"tags":[48,109,199],"class_list":["post-423","post","type-post","status-publish","format-standard","hentry","category-ideas-capture","tag-customer-service","tag-library-services","tag-west-midlands"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.lihnnhs.info\/maptoolkit\/wp-json\/wp\/v2\/posts\/423","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.lihnnhs.info\/maptoolkit\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.lihnnhs.info\/maptoolkit\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.lihnnhs.info\/maptoolkit\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/www.lihnnhs.info\/maptoolkit\/wp-json\/wp\/v2\/comments?post=423"}],"version-history":[{"count":0,"href":"https:\/\/www.lihnnhs.info\/maptoolkit\/wp-json\/wp\/v2\/posts\/423\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.lihnnhs.info\/maptoolkit\/wp-json\/wp\/v2\/media?parent=423"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.lihnnhs.info\/maptoolkit\/wp-json\/wp\/v2\/categories?post=423"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.lihnnhs.info\/maptoolkit\/wp-json\/wp\/v2\/tags?post=423"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}