1. MYSTERY SHOPPING REPORT
“UNIKASSEL LIBRARY”
Caroline VANDYSTADT
Dilara ADAYLAR
METHODOLOGY:
The library has several campuses; we decided to assess only the main building in the
Holländischer Platz.
To make the assessment easy and well-organized, the services given by the library
are divided into 4 main titles. The services which are evaluated can be seen in the
table below.
In addition, the flowcharting technique was used for the design of the service. So the
mystery shoppers are supposed to be students who use the library services for the
first time. And the flow of services would be: Reception services, Borrowing services,
Multimediatek and lastly Study places.
Reception Borrowing Service Multimediatek Study places
Staff Online Services Computer Lab Rooms(Individual&groups)
Environment Personal Services Copy room Common place
Balcony
Café
WCs
ASSESSMENT:
To measure the overall service level, we defined criteria for each section with a scale
going from 1 to 5. The 1 represents the highest or the best level while 5 represents
the lowest ranking.
In addition, we determined the level of importance on the whole service level for each
criteria.
After visiting the library as a first user, we ranked all the criteria for the services given
by the library.
You can find the results and the overall ranking of the library in the table below.

2. SERVICE SURVEY FOR UNIKASSEL BIBLIOTEK
Date & Time of visit: 22/11/2010 at 2:30 pm
Occasion: Using the library service for first time
SURVEY RESULTS SUMMARY
A. Reception (13%) 2,29
1. Staff : 2,33
2. Environment : 2,25
B. Borrowing Service (52%) 1,53
1. Online Service: 1,61
 Website : 2,09
 Email Support : 1,14
2. Individual Services :1,45
 Staff : 1,57
 Machinery : 1
 Inter-loan Service : 2,23
 Training : 1
C. Multimediatek (25%) 2,31
1. Computer Lab : 2,73
2. Copy Room : 1,9
D. Studying Place (10%) 2,13
OVERALL RANKING: 2, 06 (out of 5)

3. Please rank the criteria from 1 to 5. (1: highest, 5: lowest)
RECEPTION
A. STAFF
Time waited for information: 0 min
Service day & hours: Weekday 8am/11pm, Saturday: 9am- 6pm
Ranking %
1. Time waited for information 1 1
2. Service day & hours 3 1
3. Greetings 5 1
4. Language 1 2
5. Appropriately groomed and attired 1 1
6. Helpful 2 1
Average 2,33
B. ENVIROMENT OF THE RECEPTION
Entrance Place for Lockers %
7. Secured 1 1 1
8. Clean 3 3 1
9. Size 1 3 1
10. Lighting 3 4 1
11. Degree of Noise 3 2 1
12. Crowded 2 1 1
Average 2,17 2,33 2,25
BORROWING SERVICES
A. ONLINE SERVICES:
WEB SITE
Criteria Ranking % Comments
1. Accessibility of Software 1 1
2. Easiness of software 2 2
3. Language 3 2 Some parts are not translated.
4. Search engine quality 2 2 No option for selecting the language
5. Number of databases 2 2
6. Number of Books & E-journals 2 2
Average 2,09

4. EMAIL SUPPORT
 Name of responsible person: Thomas Bündgen
 Date & Time of Email sent: 04/11/2010 - 17:14 pm
 Date & Time of answer: 05/11/2010 - 10:52 am
 Language of answer (English): Yes
Comments:
Criteria Ranking % Comments
1. Accessibility 2 1
2. Time for response 1 2
3. Language 1 2
4. Relevance of answer 1 1
5. Approach used in 1 1
Average 1,14
answer
B. FACE-TO-FACE SERVICES:
Staff:
Number of responsible person: 2
Time waited for information: 1 minute (within 3 minutes)
Service day & hours: Weekdays: 8 am- 6 pm Saturday: 9 am -1 pm
Criteria Ranking % Comments
1. Number of responsible 1 1
2. person
Time waited for 1 1
information
3. Service Hours 3 2
4. Interested 1 2
5. Patient 1 1
6. Appropriate Clothes 1 1
7. Professional Approach 1 1
8. Friendly Approach 1 1 Helped for getting a book
9. Competent enough for 2 2
acknowledging
10. English speaker 2 2
Average 1,57
Comments:

5. Borrowing Machines:
Number of machines: 5 machines (4 for borrowing; 1 for giving back)
Criteria Ranking % Comments
11. Number of machine 1 1
12. Operating manual in 1 1 You can easily change language of machine in
English English.
13. Easy to use 1 1
Average 1
Inter-loan service:
Duration of Delivery: 10 days (within 2 weeks)
Duration of borrowing: Approximately 2 weeks
Criteria Ranking % Comments
1. Accessibility 2 2 Some parts of web service are in
German so it’s hard to understand.
2. Putting money into 1 1
account
3. Complexity of process 3 2
4. Delivery service 1 2
5. Speed of service 2 2
6. Duration of borrowing 4 2
7. Support by staff 2 2
Average 2,23
Comments:

6. Training service:
Criteria Ranking % Comments
1. Duration of training 1 1
2. Regular training 1 1
3. Trainers available 1 1
4. Language 1 1
Average 1
Comments:
- Training duration: 90 minutes (1 Hour for training , 30 minutes for tour in
library)
- Booking the training is on the website. You have to check the schedule online
to know how many days you must wait.
- There is regular training each Tuesday at 2 pm in German
- In order to book trainings in English, it might take longer time for waiting.
MULTIMEDIATEK
A. COMPUTER LAB
How many computers are available? 34
Service hours: Weekdays 9am-20pm
Criteria Ranking % Comment
1. Number of computers 2 2
2. available
Service hours 3 2
3. Language of computers 5 2
4. Language spoken by staff 3 1
5. Time needed for opening a 5 2
session 2 2
6. Speed of Computers
7. Quality of computer 1 2
8. Quality of Software 1 2
Average 2,73

7. B. COPY-SCAN-PRINTING SERVICE
Service hours: Weekdays 8am-11pm - Saturday: 9 am- 6 pm
How many machines are available?
Copy – Printing: 4 (2 of them for printing)
Scanner: 6
Criteria Ranking % Comment
1. Service Hours
2 2
2. Number of
machines 2 2
available
3. Operating
manual 4 1
4. Easiness of 1
usage 1
5. Maintenance 1
1
6. Availability of 1
materials 1
(Paper, etc…)
7. Price 2
2
Average 1,9
Comments:
STUDYING PLACE
Service day & hours: Weekdays: 8am-11pm & Saturday: 9 am-6 pm
Criteria Place Individual Rooms for Common Balcony Cafeteria WCs %
Rooms groups place
1. Service Hours 2 2 2 2 2 2 1
2. Size 2 1 1 1 5 2 1
3. Design 3 2 1 1 3 1 1
4. Hygiene / Clean 2 1 1 2 1 2 1
5. Comfort 4 2 2 1 4 2 1
6. Lighting 5 2 1 - 3 1 1
7. Degree of Noise 4 1 2 - 3 - 1
8. Temperature 2 2 3 - 3 1 1
9. Free seats - - 1 1 2 2 2
Average 3,00 1,63 1,67 1,50 3,11 1,88 2,13
Comments: Warnings are only in German