ERIC Number: EJ1082307
Record Type: Journal
Publication Date: 2015
Abstractor: As Provided
Secret Shopping as User Experience Assessment Tool
Boyce, Crystal M.
Public Services Quarterly, v11 n4 p237-253 2015
Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret shopping program was on user experiences rather than whether correct answers were given by student employees working at the desks. Overall, users were satisfied or very satisfied with their experiences, though user feedback identified one desk as providing consistently better service.
Descriptors: Academic Libraries, Library Services, Library Research, Action Research, User Satisfaction (Information), Student Employment, Feedback (Response), Productivity, Questionnaires, Multiple Choice Tests, Improvement Programs, Total Quality Management
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Publication Type: Journal Articles; Reports - Research; Tests/Questionnaires
Education Level: Higher Education; Postsecondary Education
Authoring Institution: N/A
Identifiers - Location: Illinois