1. MYSTERY SHOPPING CASE:
UniKassel Bibliotek
Inspectors:
Caroline VANDYSTADT
Dilara ADAYLAR

2. A. Introduction
B. Focus of the research
C. Flowcharting
D. Assessment
AGENDA

3. Introduction
• 20.000 students in Kassel
• Merger of the former state library, Murhard
Library and library of University Kassel in 1975
• 10 departmental libraries: 5 of them are located
at Holländischer Platz. The others can be found
throughout Kassel’s city region and Witzenhausen.
• Library can be used also by visitors

4. Introduction
Core & Augmented Services
Advices,Studying,
Printing, Internet
Borrowing
services

5. Focus of the research
• Mystery shopping case on a public service
• Assessment of main building in Holländische
Platz campus
• Divided into 4 main parts:
▫ Reception
▫ Study Places
▫ Multimediatek
▫ Borrowing services

6. Flowchart
Reception
Borrowing services
Multimediatek
Study place

7. A. Introduction
B. Focus of the research
C. Flowcharting
D. Assessment
AGENDA

8. Assessment
• Methodology:
▫ First time of being in library
▫ 76 criteria for assessment
▫ Scale from 1 to 5 ( 1: highest ; 5: lowest ranking)
▫ Assestment in 4 main fields :
Reception Borrowing Service Multimediatek Study places
Staff Online Services Computer Lab Rooms(Individual &
Groups)
Environment Personal Services Copy room Common place
Balcony
Café
WCs

9. • 2 points were assessed:
▫ Staff
▫ Environment
• In total : 12 criteria for staff and environment
• Represents 13% of the total evaluation
• Result : 2,29 / 5
• Lightining, crowded and level of noise
Reception
Assessment

10. Borrowing service
Assessment
Online
Face-
to-face
Website
E-support
Staff
Borrowing Machines
Inter-loan service
Training

11. Online Services
• Represents 18% of the total evaluation
• 2 poins were assessed :
▫ Website with 6 criteria
▫ E-support with 5 criteria
• Result: 1.61 / 5
• Language (both for website & database)
Assessment/Borrowing Services

12. Face-to-Face Servicers
• Represents 34% of the total evaluation
• 4 points were assessed:
▫ Staff with 10 criteria
▫ Machinery with 3 criteria
▫ Inter-loan services with 7 criteria
▫ Training service with 4 criteria
• Results: 1,45 / 5
• Service hours, duration of borrowing
(inter-loan)
Assessment/Borrowing Services

13. Borrowing Services - Summary
• Borrowing services represents 52% of the total
evaluation.
Overall Ranking for the borrowing service
1,53 / 5
Assessment

14. Multimediatek
• Represents 25% of the total evaluation
• 2 points were assessed:
▫ Computer lab with 8 criteria
▫ Copy room with 7 criteria
• Results: 2,31 / 5
• Language, time needed to access
Assessment

15. Studying places
• Represents 10% of total evaluation
• Assessment of 6 different rooms with 7 criteria
▫ Individual Rooms
▫ Rooms for groups
▫ Common place
▫ Cafeteria
▫ Balcony
▫ WCs
• Results : 2,13 / 5
• Individual rooms (light & noise)
Assessment

16. Overall Assessment
• The library service is satisfactory in general.
• Several points to be taken into consideration:
▫ Language
▫ Duration of borrowing (for inter-loan service)
▫ Time needed for the access to the computer
▫ Printing services (from USB stick)
OVERALL RANKING : 2,06 / 5

17. THANK YOU
FOR
YOUR ATTENTION!

18. QUESTIONS?