Mystery visiting resources


Materials supporting libraries to conduct mystery visiting are now available from the Resources section of the website (see Case Studies and Tools > Measuring Quality). In addition a case study of the work of the White Rose Group of Libraries (the Universities of Leeds, Sheffield and York), conducted in spring 2015 gives an example of the types of quantitative and qualitative data which can be obtained from this method of gathering feedback on service delivery.


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Customer Services Group UK 2020