Think customer online - a report on mystery shopping in six London libraries

Produced by: Socitm Insight

This report assesses the usability of online library services in six London boroughs following a mystery shopping exercise carried of as part of Socitm Insight's annual Better connected survey of all council websites.

Almost all the Better connected surveys of council websites start with the website. For this piece of research we decided to carry out a real-life mystery shopping exercise as a user of libraries in order to see how the online experience facilitates the whole experience of joining a new library. One of our reviewers joined six libraries in London boroughs, each of which uses a different library catalogue system (Bromley, Hammersmith & Fulham, Lewisham, Southwark, Wandsworth and Westminster).

This full research report (35 pages) has been produced to help web teams, library service managers and library system suppliers. It expands research carried out as part of Better connected 2011 and summarised in that report, published February 2011.

It is accompanied by a toolkit  (30 pages) that aims to help the library service improve their online services.

Subscribers

Both documents are available for subscribers to Socitm Insight who can download them here.

Non-subscribers

The charge for non-Insight subscribers, including Socitm members whose organisations do not subscribe to Insight are given below.

Price list

Subscription	Main report
Socitm Insight Subscribers	Free
Non-Insight subscribers - Socitm members	£85
Non-Insight subscribers - all other organisations	£99
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Last modified: 20th June 2011