Using secret shopping to assess student assistant training

Sarah J. Hammill, Eduardo Fojo
  • Reference Services Review, August 2013, Emerald
  • DOI: 10.1108/rsr-12-2012-0086

Secret Shopping and Student Training

What is it about?

Learn about how one library used secret shopping to assess customer service and change service models.

Why is it important?

We explain how 3 rounds of secret shopping informed decisions about reference library services.

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http://dx.doi.org/10.1108/rsr-12-2012-0086

The following have contributed to this page: Sarah Jane Hammill