Family Records Centre (FRC) Customer Survey - June 2005
This survey was carried out at the Family Records Centre
between Tuesday 31 May and Saturday 4 June. 1,150 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%.
1. How long have you been visiting the FRC (or its predecessors)?
This is my first visit |
17.6 |
Less than a year |
14.9 |
1 to 3 years |
15.1 |
3 to 7 years |
18.9 |
Over 7 years |
33.5 |
2a. Which floor(s) did you visit today?
Ground Floor (Births, Marriages & Deaths etc.) |
58.0 |
First Floor (Census, Wills etc.) |
42.0 |
2b. Which of the following online resources did you use during the course of your visit today?
Certificate Ordering Online (Ground Floor) |
11.6 |
Scot Link (Ground Floor) |
1.8 |
Online post-1984 Indexes (Ground Floor) |
2.8 |
Internet Resources (First Floor) |
34.9 |
Family History Databases (First Floor) |
44.5 |
Email Access Point (First Floor) |
4.3 |
2c. Did you seek advice from staff during your visit today?
3. Please indicate how important the following aspects of the FRC's service are to you:
Access to a wide range of family history resources
Very Important |
88.1 |
Important |
8.2 |
Neither |
2.5 |
Unimportant |
0.4 |
Not at all important |
0.7 |
Staff support (advice and guidance)
Very Important |
55.7 |
Important |
27.3 |
Neither |
12.7 |
Unimportant |
2.8 |
Not at all important |
1.6 |
Printing Facilities
Very Important |
38.8 |
Important |
23.1 |
Neither |
19.6 |
Unimportant |
10.2 |
Not at all important |
8.4 |
Free access to census websites
Very Important |
65.3 |
Important |
17.6 |
Neither |
8.4 |
Unimportant |
3.8 |
Not at all important |
4.9 |
Talks, exhibitions or other events
Very Important |
11.4 |
Important |
16.9 |
Neither |
32.5 |
Unimportant |
19.5 |
Not at all important |
19.7 |
Opportunity to meet other researchers
Very Important |
10.8 |
Important |
11.6 |
Neither |
24.4 |
Unimportant |
20.7 |
Not at all important |
32.5 |
4. Please indicate how much you agree with the following statements about your visit today:
I was made to feel welcome
Strongly Agree |
55.0 |
Agree |
29.5 |
Neither |
14.2 |
Disagree |
1.1 |
Strongly Disagree |
0.2 |
I was treated fairly
Strongly Agree |
58.2 |
Agree |
29.3 |
Neither |
12.1 |
Disagree |
0.2 |
Strongly Disagree |
0.2 |
I was treated courteously
Strongly Agree |
63.2 |
Agree |
27.3 |
Neither |
8.7 |
Disagree |
0.8 |
Strongly Disagree |
0.0 |
5. Please rate the following aspects of your visit today:
Staff knowledge
Excellent |
54.5 |
Good |
40.0 |
Fair |
5.0 |
Poor |
0.4 |
Very poor |
0.0 |
Physical access to the building
Excellent |
50.1 |
Good |
46.1 |
Fair |
3.2 |
Poor |
0.5 |
Very poor |
0.1 |
Visitor facilities
Excellent |
39.1 |
Good |
47.9 |
Fair |
11.4 |
Poor |
1.3 |
Very poor |
0.3 |
Overall service
Excellent |
45.4 |
Good |
51.5 |
Fair |
3.1 |
Poor |
0.0 |
Very poor |
0.0 |
Note: Question 6 related to customers' postcodes
7. What is your gender?
8. Which of the following statements apply to your current situation?
I am a full time student |
1.1 |
I am a part time student |
1.8 |
I work full time |
31.6 |
I work part time |
14.5 |
I am a full time home maker or carer |
4.3 |
I am retired |
45.5 |
I am unemployed |
2.9 |
None of the above |
2.7 |
9. Which age group do you belong to?
16 years or under |
0.5 |
17-24 years |
1.8 |
25-34 years |
5.5 |
35-44 years |
10.5 |
45-54 years |
18.1 |
55-64 years |
31.9 |
65-74 years |
24.5 |
75 years and over |
7.2 |
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