Family Records Centre (FRC) Customer Survey - February/March 2006
In the week starting Monday 27 February, the Family Records Centre took part in the National
Survey of Visitors to British Archives. 419 survey forms were returned.
Please note: figures are given as percentages of
those who responded. Some of the questions offered multiple choice options so the figures will not
necessarily add up to 100%.
Section A: About Your Visit Experience
1. How would you rate the facilities and services at the FRC?
|
Very
Good |
Good |
Adequate |
Poor |
Very
Poor |
Advance Information |
40.8 |
46.3 |
10.6 |
1.5 |
0.9 |
Website |
34.6 |
52.9 |
10.4 |
2.1 |
0.0 |
Opening Hours |
44.9 |
46.4 |
7.8 |
1.0 |
0.0 |
Physical access to
the building |
58.2 |
37.0 |
4.6 |
0.0 |
0.2 |
Visitor facilities |
47.5 |
39.2 |
12.1 |
1.2 |
0.0 |
Lists, indexes, leaflets,
reference books |
48.3 |
45.3 |
6.0 |
0.5 |
0.0 |
Microfilm and fiche
viewing facilities |
37.3 |
47.5 |
14.1 |
0.8 |
0.3 |
Copy services |
34.8 |
45.5 |
18.8 |
0.9 |
0.0 |
Onsite computer facilities |
48.8 |
36.1 |
11.4 |
3.7 |
0.0 |
2. In what areas is it most important for the FRC to improve?
Advance information |
8.6 |
Website |
8.6 |
Opening hours |
12.4 |
Physical access to the building |
2.9 |
Visitor facilities |
12.1 |
Lists, indexes, leaflets, reference books |
12.4 |
Microfilm and fiche viewing facilities |
11.9 |
Copy services |
11.2 |
Onsite computer facilities |
18.3 |
Quality and appropriateness of advice provided by staff |
6.4 |
Helpfulness and friendliness of staff |
6.7 |
No change necessary |
43.8 |
Section B: About Your Visit Today
3. How long have you stayed at the FRC today?
Up to one hour |
11.0 |
Between 1 and 2 hours |
15.2 |
Between 2 and 3 hours |
20.8 |
Between 3 and 5 hours |
33.1 |
More than 5 hours |
19.9 |
4. Was your visit to the FRC today the main purpose of your visit to the area?
5. What was your primary means of transport to the FRC today?
Bus / coach |
25.3 |
Car / motorbike / taxi |
4.8 |
Bicycle |
0.4 |
Foot |
5.0 |
Rail / tube / train |
63.5 |
Air |
0.7 |
Other |
0.2 |
6. In connection with your visit to the FRC today, are you doing any of the following?
Paying for overnight accommodation |
3.6 |
Eating out locally |
20.0 |
Using local shops and services |
23.1 |
Visiting other places of interest in the area |
12.1 |
No response |
36.9 |
7. If you are a visitor to the area, how long do you intend to stay?
Today only |
92.1 |
Up to one week |
6.8 |
More than a week |
1.1 |
8. What was your main purpose in visiting the FRC today?
Personal leisure / recreation |
80.5 |
Non-leisure personal or family business |
7.5 |
Formal education as a student / researcher |
5.6 |
Formal education as a teacher |
0.5 |
Work in connection with your employment |
5.8 |
9. With whom will or might you make use of what you have found during this and any subsequent visit?
No-one else (only for my personal interest) |
17.6 |
My family and friends |
80.5 |
People in my community, e.g. where I live |
3.3 |
Colleagues / students for formal educational purposes |
3.6 |
Business, work or professional clients or colleagues |
6.4 |
10. By what methods will or might you publicise the information you have found?
In a written report, not for publication |
74.8 |
In a publication |
5.5 |
In a lecture or talk |
4.8 |
In an exhibition |
1.0 |
In the media |
2.3 |
On a website |
11.6 |
Section C: Valuing The Archive Service
11. How far do you agree that archives contribute to society by:
|
Strongly
agree |
Agree |
Neither
agree nor disagree |
Disagree |
Strongly
disagree |
Providing opportunities
for learning |
58.2 |
37.5 |
4.3 |
0.0 |
0.0 |
Preserving our culture
and heritage |
75.8 |
22.9 |
1.0 |
0.3 |
0.0 |
Strengthening family
and community identity |
59.8 |
32.8 |
7.1 |
0.3 |
0.0 |
Supporting administrative
and business activity |
19.8 |
28.9 |
48.4 |
2.9 |
0.0 |
Supporting the rights
of citizens |
32.0 |
32.6 |
32.9 |
1.8 |
0.6 |
12. Please rate the following aspects of your visit to the FRC today?
|
Excellent |
Good |
Fair |
Poor |
Very Poor |
Staff knowledge |
52.0 |
45.0 |
2.8 |
0.3 |
0.0 |
Helpfulness and friendliness of staff |
57.7 |
40.5 |
1.8 |
0.0 |
0.0 |
Overall service |
51.7 |
45.2 |
3.1 |
0.0 |
0.0 |
Section D: About Yourself
13. How long have you been visiting the FRC (or its predecessors, the Census Reading Rooms
or St Catherine's House)?
First visit |
8.3 |
Less than a year |
10.2 |
1-4 years |
30.2 |
5-10 years |
20.0 |
More than 10 years |
31.2 |
14. Which age group do you belong to?
16 years or under |
0.0 |
17 to 24 |
3.7 |
25 to 34 |
4.0 |
35 to 44 |
8.9 |
45 to 54 |
13.1 |
55 to 64 |
29.4 |
65 to 74 |
29.4 |
75 years or over |
8.9 |
Note: Question 15 related to customers' postcodes
16. What is your country of residence?
UK |
98.3 |
Ireland |
0.0 |
Other EU Country |
0.2 |
Australia |
0.0 |
New Zealand or Pacific Island |
0.2 |
USA |
0.7 |
Canada |
0.0 |
Other |
0.5 |
17. Are you?
18. Are you researching your family history?
19. What is your ethnic group?
White |
94.9 |
Mixed |
2.3 |
Asian |
0.0 |
Black |
1.5 |
Chinese |
0.0 |
Other |
1.3 |
20. Do you have a disability / long term limiting illness?
None / not applicable |
86.1 |
Mobility - getting around |
5.8 |
Hearing |
3.2 |
Eyesight |
2.4 |
Using hands / fingers |
1.3 |
Learning difficulty |
0.8 |
Mental health |
0.3 |
Other |
0.3 |
|
