1. Secret Shoppers….Secret Patrons:
Service Lessons for Libraries
Rebecca Jones, Managing Partner
Dysart & Jones Associates
Moe Hosseini-Ara, Director Service Excellence
Markham Public Library

2. User Experience
Watch
What Why points
How Who

3. Ways to Gain Feedback & Insights

4. Seeing ourselves, our spaces, our services
as others see us, our spaces, our services

5. It’s a structured approach!

6. What do you want to know?
• Clear objectives
• Checklist of facilities or items to be observed
• Schedule
• Questions or resources to explore
• Carefully documented

7. Physical experience

8. People experience

9. Virtual experience

10. Usable results

11. Nothing secret about the benefits

12. Feedback is a gift

13. Staff engagement

14. Enhance the experience

15. Costumer Delight

16. Want more information?
• Joe Matthews: www.joematthews.org
– Appreciating the Customer’s Voice: Evaluation of Customer
Expectations due out this spring from Libraries Unlimited
• Kathy Dempsey’s The Accidental Library Marketer &, of
course, her MLS: Marketing Library Services newsletter
– “How to Evaluate Your Library’s Physical Environment” in MLS
May 2007 by Julia Cooper
• 20:20 Customer Experience by IBM Business Consulting,
2011

17. Thanks!
Rebecca@dysartjones.com
905 731 5836