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Mystery Shopping Survey and Web Site Review Undercover Agent Annie Opray Mystery Shopping Survey and Web Site Review Undercover Agent Annie Opray

Undercover Agent Background Marketing Degree Automotive Hospitality Retail Library Customer Service Always a Hot Undercover Agent Background Marketing Degree Automotive Hospitality Retail Library Customer Service Always a Hot Topic

Project Scope 3 Metro and 2 Regional Web site Review Project Scope 3 Metro and 2 Regional Web site Review

Mystery Shopping Survey Results First Impressions count Joined each library visited Mystery Shopping Survey Results First Impressions count Joined each library visited

Visit 1 Metro • • Prompt Service Friendly staff Loan periods, Collection, Computer Brochures Visit 1 Metro • • Prompt Service Friendly staff Loan periods, Collection, Computer Brochures hard to find No catalogue reference No ancillary services (prompted) Tea/coffee, Medical Condition

Visit 2 Metro • • • Prompt Service Staff friendly Loan periods, Fines No Visit 2 Metro • • • Prompt Service Staff friendly Loan periods, Fines No ancillary services (prompted) “It’s all in the brochure” Entire encounter less than 3 minutes

Visit 3 Regional • • Referred to 4 staff Status Privacy Guided Tour No Visit 3 Regional • • Referred to 4 staff Status Privacy Guided Tour No catalogue No ancillary services (prompted) No opening hours brochure

Visit 4 Metro • • Kept waiting Staff friendly Good brochure kit Guided tour Visit 4 Metro • • Kept waiting Staff friendly Good brochure kit Guided tour No catalogue reference No ancillary services (prompted) Specific assistance

Visit 5 Regional • • Inquiry Desk Busy, busy staff Excellent brochure kit No Visit 5 Regional • • Inquiry Desk Busy, busy staff Excellent brochure kit No guided Tour No Catalogue reference Loan periods and Fines No ancillary services (unprompted)

Summary of Results • Pleasant staff • Lost opportunity • Negative to positive • Summary of Results • Pleasant staff • Lost opportunity • Negative to positive • Sheraton Hotel

Opportunity • Standardise step by step sign up procedure • 2 versions Opportunity • Standardise step by step sign up procedure • 2 versions

Web Site Review • Visited 27 library web sites • Currency of information Web Site Review • Visited 27 library web sites • Currency of information

Web site Review Results • 52% current • 37% outdated • 11% no information Web site Review Results • 52% current • 37% outdated • 11% no information

Observations • Last updated display • Visual monthly calender • Large print option • Observations • Last updated display • Visual monthly calender • Large print option • Pre-promotional tool

Web site Review Summary • Real life / Cyberspace • Assign responsibility • KIC, Web site Review Summary • Real life / Cyberspace • Assign responsibility • KIC, KIC • Review alternatives

Summary • Libraries compare favourably • No matter how high the standard • Deliver Summary • Libraries compare favourably • No matter how high the standard • Deliver consistently good customer service “Day In Day Out”

Summary • On-selling • Fries with that • Ancillary services • Pre qualifiers and Summary • On-selling • Fries with that • Ancillary services • Pre qualifiers and prompts

Final Advice • When you have to deal with that one prickly customer who Final Advice • When you have to deal with that one prickly customer who is about to ruin your whole day: • Take a deep breath • Serve them as you would like to be served yourself • Thank God you’re not related to them