Tag Archives: feedback

Distance users survey 2012

Back in April this year we participated in a national survey of distance users of British Archives. We have been taking part in the PSQG (Public Services Quality Group of the Archives and Records Association [UK and Ireland]) Survey of Visitors to British Archives for a number of years now, but this is the first time that a comparable survey had been conducted of distance users.

For the purposes of this survey, and our involvement in it, distance users were identified as those contacting us via email or post. On this occasion the survey did not extend to those contacting us by telephone, via our website or social media. These are areas we are keen to receive feedback on, but the nature and methodology of this particular survey was not suited to these audiences.

Firstly we would like to thank the 19 people who took the time to respond to our rather detailed survey (a 31% response rate). All input is gratefully appreciated. We are also very pleased that the overall level of satisfaction with our services was very good or good across all areas (quality of content, clarity of response, promptness of response, charges for goods and services, and the archive’s website). However we never take a high level of satisfaction for granted and we are always looking for ways to improve our services. Feedback is vital to ensure we continue to develop our services to meet our users current and future needs, both in our present location and as we continue to work towards our new centre.

Main reason for contacting archive chart

Although this particular survey has now closed we are always keen to receive feedback on our services, both on site and remotely. In November we will shortly be participating in the PSQG Survey of Visitors to British Archives, and during this time we will be asking all visitors to our Search Room to complete a survey (watch this space for further information). We also routinely ask email enquirers to provide feedback via a Survey Monkey link, and provide feedback forms on site and in response to letter enquiries. Feedback can also be provided via our website Feedback Form.

Helen Dafter – Archivist

Are we your Archive of the Year?

Here at the BPMA we are constantly striving to improve our services to our customers. We like to think we already do pretty well and the feedback you give us supports this. In the 2011 Public Services Quality Group Survey of Visitors to British Archives, 65% of our visitors rated our overall service provision as ‘very good’. This is backed up in our ongoing feedback, over the last quarter 100% of users have rated our services ‘very good’ or ‘good’.

BPMA Archive Search Room

BPMA Archive Search Room

It seems that our users are generally happy with the service we provide, and are good at telling us how pleased they are. Now we want you to tell other people how happy you are with the service we provide. We are participating in the Archive of the Year awards run by ‘Your Family History’ and we need as many of our users as possible to nominate us for the award. Nominations can be made at www.your-familyhistory.com, full details of the award are also available there. Nominations are open until December 2011 and the award will be made at Who Do You Think You Are Live in February 2012 (which we will be attending).

We would like to thank all our users in advance for their support. Equally if there is anything you think we could do better please let us know via info@postalheritage.org.uk.