Abstract
ABSTRACT The interest to improve library services is worldwide. Standards, various kinds of assessments and customer surveys are used as tools. To be more successful in their business libraries should pay more attention to the customer experience and use qualitative methods in evaluating services. Library Ranking Europe (LRE) is a pilot project which looks at public libraries from a customer perspective. The method is mystery shopping, anonymous visits to libraries. The aim is to create a ranking system that stimulates benchmarking. The ranking system consists of different factors – categories and subcategories – which reflect library services. In the evaluation, every category is scored. The LRE scale generates a ranking system that categorizes libraries according to the scores from one to six stars, from Poor to Exceptional. The system will be developed further but after five years of testing, we find that LRE offers a relatively easy way to compare public libraries in different European countries. It even makes it possible to evaluate and compare libraries in big cities and small villages. The ultimate goal of this method is to enhance quality development.
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