	June 2006
	March 2006
	June 2005
	December 2004
	June 2004
	February 2004
	July 2003
	March 2003

Family Records Centre (FRC) Customer Survey - June 2006

This survey was carried out at the Family Records Centre between Tuesday 27 June and Saturday 1 July. 633 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	13.4
Less than a year	15.0
1 to 3 years	17.2
3 to 7 years	17.1
Over 7 years	37.3

2 Which of the following statements apply to your current situation?

I am a full time student	1.6
I am a part time student	1.7
I work full time	25.3
I work part time	12.8
I am a full time home-maker or carer	5.8
I am retired	49.8
I am unemployed	4.3
None of the above	2.5

Note: Question 3 related to customers' postcodes

4. Are you?

Male	46.3
Female	53.7

9. Which age group do you belong to?

16 years or under	0.5
17-24 years	2.1
25-34 years	4.7
35-44 years	11.1
45-54 years	14.1
55-64 years	32.6
65-74 years	26.8
75 years and over	8.0

6a. Which of the following online resources have you used today?

Certificate ordering online	5.2
GRO post 1984 indexes online	3.8
First floor online resources	43.0
Email access point	4.4
I didn't use any online resources	42.8

6b. Which other resources have you used today?

GRO index books	63.8
GRO index microfiche	9.0
Census or other microfilm/fiche	24.2
Census surname index microfiche/books	11.8
Books, magazines, maps	8.7
None of the above	13.6

7. During your visit today, have you?

Sought advice from staff	41.2
Made copies from a computer terminal	19.0
Used the self service microfilm copying facilities	8.2
Had copies from microfilm made for you by a member of staff	2.2
Used the basement refreshment area	51.3
Visited the shop	29.1

8. Please rate the following aspects of your visit today:

Accuracy and appropriateness of staff advice

Very satisfied	55.6
Satisfied	35.7
Neither satisfied nor dissatisfied	8.5
Dissatisfied	0.2
Very dissatisfied	0.0

Physical access to the building

Very satisfied	56.3
Satisfied	40.5
Neither satisfied nor dissatisfied	2.9
Dissatisfied	0.3
Very dissatisfied	0.0

Visitor facilities

Very satisfied	49.3
Satisfied	45.1
Neither satisfied nor dissatisfied	4.7
Dissatisfied	0.9
Very dissatisfied	0.0

Staff knowledge

Very satisfied	56.2
Satisfied	35.5
Neither satisfied nor dissatisfied	7.7
Dissatisfied	0.4
Very dissatisfied	0.2

Overall service

Very satisfied	56.4
Satisfied	39.7
Neither satisfied nor dissatisfied	3.4
Dissatisfied	0.5
Very dissatisfied	0.0

9. Please indicate how much you agree with the following statements about your visit today:

I was made to feel welcome

Strongly Agree	55.8
Agree	33.7
Neither	9.1
Disagree	1.2
Strongly Disagree	0.2

I was treated fairly

Strongly Agree	58.9
Agree	32.1
Neither	8.3
Disagree	0.7
Strongly Disagree	0.0

I was treated courteously

Strongly Agree	62.1
Agree	30.0
Neither	6.9
Disagree	0.9
Strongly Disagree	0.2