Secret Shopping as User Experience Assessment Tool

Autor/in	Boyce, Crystal M.
Titel	Secret Shopping as User Experience Assessment Tool
Quelle	In: Public Services Quarterly, 11 (2015) 4, S.237-253 (17 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1522-8959
DOI	10.1080/15228959.2015.1084903
Schlagwörter	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; Illinois + Suchen Sie Ihr Suchwort? College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Bibliotheksarbeit; Projektforschung; Benutzerfreundlichkeit; Studentenarbeit; Produktivität; Fragebogen; Multiple choice examinations; Multiple-choice tests, Multiple-choice examinations; Multiple-Choice-Verfahren; Effizienzsteigerung; Quality management; Qualitätsmanagement
Abstract	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. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2020/1/01