Highest ever customer satisfaction rates for Merton libraries 

· by · in Civic Pride, Libraries. ·

Results from the latest customer satisfaction survey have revealed that 100% of residents are satisfied with library services, and 96% of residents rate library services as ‘very good’ or ‘good’.

The survey results demonstrate the views of over 1,600 residents that took part in the customer satisfaction survey in October 2022, and add to welcome news for Merton libraries over recent months including the introduction of extended opening hours using new door access technology at Raynes Park, Colliers Wood, Pollards Hill and West Barnes libraries, confirmation of Arts Council England National Portfolio Organisation status with £357,000 in funding to be provided over the next three years to invest in cultural opportunities, and a Communication Technology Excellence in Libraries Award award for the fifth year running.

Residents also demonstrated pride in their local library services with 98% advising that they would recommend their library to someone else, and 94% rating library opening hours as ‘very good’ or ‘good.

In order to provide further access to Warm Spaces initiatives and other available support, from Monday 23 January opening hours across the Raynes Park, Colliers Wood, Pollards Hill and West Barnes library sites will be extended further to provide the following later closing times:

Monday: 8am-8pm

Tuesday: 8am-8pm

Wednesday: Closed

Thursday: 8am-8pm

Friday: 8am-8pm

Saturday: 8am-5pm

Residents visiting the Raynes Park, Colliers Wood, Pollards Hill and West Barnes library sites will need to use their library card or Merton Libraries app and PIN number in order to gain entry during the following opening hours:

Monday: 8am-1pm and 7-8pm

Tuesday: 8am-1pm and 7-8pm

Wednesday: Closed

Thursday: 8am-1pm and 7-8pm

Friday: 8am-1pm and 7-8pm

Saturday: 8am-9.30am

Cabinet Member for Sport and Heritage, Councillor Caroline Cooper-Marbiah, said: “We are delighted with the results of the most recent customer satisfaction survey for libraries. We are committed to continuing to make library services the best they can be and have extended opening hours across various sites as we know that libraries provide much needed support for people in different ways across the borough.”

END

NOTES TO EDITOR:

  • 96% of respondents rated the service overall as very good or good, an increase of 1% compared to the last survey and 100% of the respondents were satisfied with the service.
  • 98% would recommend their library to someone else, up 2% from the last survey.  
  • 97% rated their local library as very good or good, up 1% from the last survey.
  • The number of people who think library opening hours are very good or good rose from 93% to 94%.
  • Regarding overall customer service experience, 96% of customers considered it very good or good, an increase of 2% since the last survey.