Family Records Centre (FRC) Customer Survey - December 2004
This survey was carried out at the Family Records Centre
on Tuesday 14 and Thursday 16 December. 497 survey forms were returned.
Please note: figures are given as percentages of
those who responded. They will not necessarily add
up to 100%.
1. What is your country or region of residence?
United Kingdom |
97.2 |
Ireland |
0.4 |
Other EU Country |
0.4 |
Australia |
0.6 |
New Zealand or Pacific Islands |
0.4 |
USA |
0.4 |
Canada |
0.2 |
Other |
0.4 |
Note: Question 2 related to customers' postcodes
3. To which age group do you belong?
16 years or under |
0.0 |
17-24 years |
1.0 |
25-34 years |
6.1 |
35-44 years |
12.7 |
45-54 years |
13.1 |
55-64 years |
33.9 |
65-74 years |
26.5 |
75 years and over |
6.7 |
4. How long have you been visiting the FRC (or its predecessors)?
This is my first visit |
13.5 |
Less than a year |
17.0 |
1 to 3 years |
14.3 |
3 to 7 years |
18.8 |
Over 7 years |
36.4 |
5. What was your main purpose in visiting the FRC today?
Researching my own family history |
72.1 |
Paid professional research |
7.1 |
Visiting on behalf of someone else |
10.1 |
Using the records to support an education or training programme |
0.6 |
Work in connection with my employment |
2.0 |
Applying for a certificate for personal reasons |
6.5 |
Research for an academic publication |
1.6 |
6. How long was your visit to the FRC today?
Less than 1 hour |
21.9 |
Between 1 and 3 hours |
35.6 |
Between 3 and 5 hours |
24.3 |
Between 5 and 7 hours |
13.5 |
More than 7 hours |
4.7 |
7. Do you consider yourself to have a disability that affects your use of the FRC?
A learning difficulty |
1.0 |
Mobility/dexterity problems |
2.4 |
Hearing loss |
2.2 |
Sight problems |
2.6 |
Speech difficulties |
0.0 |
8. Did you use any of the following during the course of your visit today?
Certificate Ordering Online (Ground Floor) |
21.5 |
Scot Link (Ground Floor) |
0.8 |
Post-1984 Indexes (Ground Floor) |
19.1 |
Online Resources (First Floor) |
19.9 |
Family History Databases (First Floor) |
21.5 |
Internet Access Point (First Floor) |
9.7 |
9. Please rate the following aspects of your visit today:
Staff knowledge
Excellent |
47.5 |
Good |
47.0 |
Fair |
5.2 |
Poor |
0.3 |
Very poor |
0.0 |
Staff courtesy and helpfulness
Excellent |
50.8 |
Good |
45.0 |
Fair |
4.0 |
Poor |
0.2 |
Very poor |
0.0 |
Physical access to the building
Excellent |
44.5 |
Good |
49.2 |
Fair |
6.1 |
Poor |
0.2 |
Very poor |
0.0 |
Visitor facilities
Excellent |
31.5 |
Good |
55.7 |
Fair |
12.0 |
Poor |
0.9 |
Very poor |
0.0 |
Overall service
Excellent |
40.4 |
Good |
55.9 |
Fair |
3.2 |
Poor |
0.4 |
Very poor |
0.0 |
|
