Improved user satisfaction reflected in latest sector survey

The 2012 Survey of Visitors to UK archives reveals significant improvementsin user satisfaction in three key areas


There was a 7% increase in those rating the QUALITY AND APPROPRIATENESS OF THE STAFF’S ADVICE as ‘very good’. In all 96% of those responding rated staff advice ‘good’ or ‘very good’.


There was an 8% increase of those rating the HELPFULNESS AND FRIENDLINESS OF STAFF as ‘very good’. In all, 97% of those responding rated staff helpfulness and friendliness ‘good’ or ‘very good’.


There was an 8% increase in those rating the ARCHIVE’S SERVICE OVERALL SERVICE as ‘very good’. In all 96% rated the overall service they received as ‘good’ or ‘very good’.


128 offices took part in the survey; their users filled in nearly 9,000 questionnaires.


The full results of the Survey have been made available by the Public Services Quality Group.

 

Access the following documents here:

 

The National and Regional findings of the 2012 survey - with comparative data from previous years - PDF

 

The National and Regional findings of the 2012 survey - with comparative data from previous years - Excel 2003 format

 

The Benchmarking Report - which gives organisational information and allows comparison - in Excel 2003 format

 

 


Chair of the Group Geoff Pick says: ‘It should be a matter of profound pride that, in increasingly difficult times, the archive sector continues to deliver a professional service of real quality to our users ’.


The questions asked in the Survey have been consistent for a number of years, allowing good year on year comparison. However for 2014 a root and branch review has been conducted by the Surveys Working Party to make sure that all the questions are fit for purpose. When completed, the revised questionnaire will remain in place for the next three Surveys at least. The 2014 Survey will take place in April and May 2014; it is expected that archives will be able to sign up to take part from January 2014 onwards.


The next national survey of distance users (those who make enquiries by email or letter) will be launched at the end of July 2013 with participation between October and December this year.