Response to 8th National Survey of Customers

We’ve taken all your suggestions and criticisms from recent surveys – shown them to our staff and members of our User Panel – and these are our responses. We would like to thank everyone for taking part in the surveys, especially people who made detailed comments.

8th National Survey of Visitors to British Archives: June 2009

In What areas is it most important for this Archive to improve?

• As this is my first visit I cannot make any comment but I have been very pleased with the helpfulness
• Car parking/Get more indexes online.

Our response: Car parking on-site is always going to be a problem because the spaces are shared with staff. There is another (free) car park across the road, while there is a pay-and-display car park in Melbourne Street. Putting more material on-line is one of our priorities too, but it is a huge job; at present about 60% of our catalogues are on-line|.

• I found the online mechanism very difficult to use (word search etc) and eventually resorted to A2A which I know also has problems.

Our response: We have recently (December 2009) upgraded our on-line catalogue, and asked for feedback on its performance, sp hopefully it will be easier to use

• Refreshment facilities.

Our response: We agree, but this is currently impossible given how cramped our existing accommodation is.

• More customer usable mains sockets for laptops.

Our response: Unfortunately, there is no room for any more (currently two sockets on the pillars, and another at the side of the room).

• Open on Saturdays.

Our response: Ideally, yes, but more staff – and greater investment, unlikely given the current financial climate – would be needed first.

• Very untidy areas around the building.

Our response: We are unsure if you mean inside or out. If the former then the Riverside Building could certainly do with a reception desk and greater emphasis on tidiness in the area. The back steps outside are frequently covered with cigarette ends and we have asked the building superintendent’s staff to make a greater effort to clean the area.

• Weekend opening to avoid the need to take a day off work/ It would be good if the microfiche data could be computerised e.g. CD or even made available online, searchable. 

Our response: Weekend opening is unfortunately not possible given current staffing levels. Digitisation of parish register entries is clearly the way forward, but as it will involve massive investment the work can only be carried out jointly with another agency.

• Better quality copying.

Our response: We are sorry that you were disappointed with the quality of your copies, but sometimes they are the best we can do given faded or fragile originals. You are welcome to take your own photographs free of charge (but please consult staff first).

• Only used this archive so are not able to judge its standard but I was very satisfied with the records and support.
• Details on website re refreshment facilities and opening hours.

Our response: These details are on our website|. There are no refreshment facilities apart from a drinks machine on the entrance floor.

If you would like to make any specific comments about this archive, please do so.

• Very pleased with the advice, assistance and helpfulness
• Continue to grow/Work with all local research groups to facilitate storage of material of local interest/Consider upgrade of facilities e.g. HALS (Herts Archives and Local Studies) did it recently.

Our response: We could not agree more; we have pushed for improvements but without success as yet.

• I have profound arthritis and I found the heights of the search room seats unsuited to my disability. The seats are too low down and therefore the leverage I need to stand up is really painful at my knees. In addition when sitting down I have to 'scrunch' up my legs/knees. The National Archives have seats with adjustable heights and they also have arms on them. This is a great help for people like me.

Our response: We have recently replaced our searchroom chairs; all the current chairs have arms, but they are not adjustable. We are investigating  whether it is possible to purchase a couple of adjustable chairs.

• Thank you for all of the help that you have given me over the last 4 years. Keep up all of the good work. Please do not cut the budget of the Archive
• This is a wonderful archive facility with a terrific and extremely savvy staff. Their level of professionalism matches the best in the world. Their work should be enhanced by budget augmentation related to infrastructure, digitisation of collections, and staffing capacity to properly process and accession collections, making these key areas more comparable with national and international archives and repositories. A great job is being done with limited resources but this staff and facility need significantly more.
• Very helpful and informed staff - much appreciated
• Staff very good
• Could do with more room.

Our response: We agree, and continue to press for improved accommodation.

• Brilliant!
• Pleasant, friendly and helpful staff
• Very friendly, helpful and efficient
• Clear notices on what is available and accessible; indexes too confusing.

Our response: The indexes may appear confusing, initially, so please do ask our staff for advice.

• Excellent facilities and staff
• Staff exceptionally friendly and helpful
• The archive provides a vital service to the community in the political, social, community and educational fields. Its continued existence in properly funded accommodation, staffed by professional archivists is a key element of public services in Bedfordshire
• Search room - for its size the layout is good. Enough table space to look at maps etc and still have access to documents. Being near the river necessitates location above a flood level. Staff are efficient, knowledgeable and very friendly, nothing is too much trouble. A most enjoyable visit. It is a shame that more Record Offices are not like Bedford. Further areas of search were suggested. Other relevant documents were produced by the Archivist and other members of staff.