South Gloucestershire Council

Published: 11/06/2015

99 per cent of South Gloucestershire library customers would recommend the service to someone else according to a recent survey of more than 3,800 users.

The survey showed that 97 per cent of customers thought the service was either ‘very good’ or ‘good’, one of the best results from similar library authorities.

The survey also asked users for comments on the service and the majority who commented mentioned the excellent quality of staff, as well as the range of services provided.

This customer feedback also uncovers the range of services, apart from borrowing books, that South Gloucestershire library users are accessing. For many, libraries provide an essential opportunity for people wanting to access digital services. Over 70 per cent of those using library computers or accessing the free Wi-Fi said they were doing so for study, work and job-seeking or to access online library services.

Library staff use the results from these surveys to improve services. Following the last survey, carried out in November 2011, free Wi-Fi was introduced and the PCs replaced. Charges to teenagers for reserving books were also removed following a survey of young people.

This year the survey has identified the low awareness of services such as the online e-magazines, the access to UWE which the South Gloucestershire Library card allows and some of the online services. These are areas the libraries will look to promote in the future.

Commenting on the results Councillor Heather Goddard, Chair of Communities Committee said: “This is a really great endorsement of South Gloucestershire Council’s Library Service and the fantastic work of all of the staff who make a visit to the library so valuable.

“We also want to thank the public for engaging in this survey because it helps us understand where we are doing well and where we can make improvements.”