In-person mystery shopping report March 2026
- The following libraries were selected for in-person mystery shopping in March 2026;
Dingwall, Inverness, Inshes, Beauly and Culloden
- All libraries were asked the following question by the mystery shopper;
“I’m considering starting a book group with some friends. Does the library offer the option of borrowing multiple copies of titles for this purpose?”
- All buildings were reasonably sign-posted and the exteriors were well maintained.
- The interiors were clean and tidy.
- At all libraries the noticeboards were well displayed and the shelving well stocked and tidy.
- All staff were friendly and polite, and acknowledged the mystery shopper quickly.
- At two libraries the member of staff was extremely knowledgeable and gave a full and comprehensive answer.
- At one library the member of staff referred the mystery shopper to his colleague, who then provided a clear and detailed response.
- At two libraries the member of staff gave some basic information and then took the mystery shopper’s phone number to follow up with further information. Both replied back to her promptly, with a comprehensive answer.
- Mystery shopper comments included:
Beauly Library:
“Very friendly librarian who said there was a scheme to borrow multiple copies. She took my contact details and provided me with further information the next day”
Inshes Library:
“Very friendly and helpful members of staff. Were aware of the scheme and chatted to me about it; also took my contact details and contacted me with follow up information.”
Inverness Library:
“Librarian was friendly and knowledgeable about the scheme to lend multiple copies and gave an email address to use if I wanted more info”
Telephone mystery shopping report March 2026
The following libraries were selected for telephone mystery shopping in November 2025;
- Dingwall, Grantown, Dornoch, Fort William, Invergordon, Muir of Ord, Wick, Thurso, Portree and Nairn.
All libraries were asked the following question by the telephone mystery shopper;
"My family and I are new to the area, and I wondered what activities are available at the library?”
- All of the libraries answered the call within the designated five rings.
- At all the libraries the member of staff had a pleasant demeanour and was polite
- At all libraries, the member of staff said good morning/afternoon
- At all the libraries the member of staff gave the name of the library and their own name.
- At all the libraries the member of staff was able to provide relevant information directly to the caller.
Mystery shopper comments included:
Dingwall’s librarian stated the name of the library and her name and told me about Bookbug and Lego Club, and the children’s section in the library. She was very friendly and helpful, and offered lots of information without me asking anything specific other than “What are the activities and events you have on for young kids?” Really good customer service!
The librarian at Grantown was friendly and helpful, he told me about Bookbug and what it was, and also about the section of Lego that’s always available to visitors. He said there’s also jigsaws, most for adults, but some for kids, too. He also told me about the children’s section. Good and concise customer service!
Invergordon’s librarian was very welcoming – She informed me about a craft activity before Christmas, and Bookbug and Lego Club, and also how there’s a pre-school drop-in session where kids can play with toys and hang around. She told me to keep an eye on Facebook for updates or to call back for more information. Very good service!
Wick Library- She informed me that the library had a children’s section, and Lego Club and Bookbug – she explained what Bookbug was, and when it was. She also said the library had plenty of toys, and I was welcome to come along and get help to set up a library card and spend time at the library. She also said because the library
was part of the high school, there were extracurricular activities I could have a look at, too. All in all, very helpful, she shared lots of information!
CSE Mystery Shopping Action Plan
- Action – All libraries that took part in the mystery shop to be given individual feedback as to how their library performed against HLH Library standards.
- Action – Reminder of telephone answering procedures to be sent to all staff.
- Action – Mystery shopping report & Action Plan to be published on website.
