Throughout the year every Redbridge Library
monitors informal feedback from customers and then staff look at
how we can respond to this and what else we can do to provide what
people want in their local libraries.
Below is a selection of some of the feedback
we received in 2007-08, and what we plan to do as a result of your
comments. This year we collected nearly 1200 comments, 35% of
which were positive feedback about the service and 65% were
complaints or suggestions.
Please keep giving us your feedback about our
services, so that we can keep improving.
| You said... |
Our Response |
| Your computers and internet are too slow and don't have the
software I need. |
This year all 145 public PCs in Redbridge Libraries will be
replaced with brand new machines. The new computers will have
fully updated software including Microsoft Office 2007. |
| You don’t have any books in the language I prefer to read
in. |
This year we bought more books in other languages than ever
before, including new collections in Polish and Tamil, Urdu and
Gujarati. Please ask our staff if you can’t find any in your
branch. |
| Your renewal line isn’t answering my call. |
We continue to work closely with the Redbridge Customer Contact
Centre to resolve any major problems. Did you know that you can
renew your books online? Ask a member of
staff if you would like them to show you how. |
| Your reservation charges are too expensive. |
From April 2008, if you reserve your
books online via our website, reservations will be half price
at just 50p. |
| Your staff are so helpful! |
Thank you to all of our customers for your positive
feedback. |
| The library is too small/hot/cold/dark and the furniture is old
and worn. |
We agree that some of our libraries need investment to make
them more comfortable and welcoming. We are developing an
improvement plan for libraries that you will be invited to have a
say on. We will do our best to identify and use funding for library
improvements. |
| I would like more new books! |
This year we bought over 55,000 new stock items, spread around
our branches. |
Comment and suggestion form