ArLA/SELA 2019 Joint Conference has ended
Sunday, September 29 • 8:30am - 9:20am
Lessons from Retail: Customer Service Assessment in Libraries

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The retail industry has employed “secret shoppers” since the 1940's as a technique to assess customer service. Similarly, since the 1970's both academic and public libraries have used "secret patrons” to ask questions and record observations. This presentation discusses techniques and considerations when conducting secret shopping assessments in libraries.

avatar for JB Hill

JB Hill

Ottenheimer Library Director, University of Arkansas at Little Rock

Sunday September 29, 2019 8:30am - 9:20am CDT
Room 203