In February 2023 Lambeth Libraries undertook a survey of library users. The survey is the CIPFA Public Library Survey which has followed mainly the same format for well over a decade and so provides a useful insight into trends and views of library users over a long period of time.
Executive Summary
- Satisfaction with the library has increased in all areas over the last thirteen years
- The standard of customer care is now rated at 94% Good/Very Good
- Overall satisfaction with the service is 93% Good/Very Good
- Areas for improvement: study space provision
- More people use their own devices in libraries
- 6 people out of 10 use the library for study and learning
- Health and wellbeing is seen as the next most beneficial reason for using the library by 44% of users
- To borrow books is still the main reason why people go to a library
- 18% of library users do not have a library membership
- Most people visit the library once a week.
- Most people travel to the library on foot
| CIPFA USER SURVEY | Good or very good | adequate | poor or very poor | |||||||||
| All Libraries Results: What do you think of this library (overall results) | 2010 | 2013 | 2016 | 2023 | 2010 | 2013 | 2016 | 2023 | 2010 | 2013 | 2016 | 2023 |
| Opening hours | 78% | 81% | 83% | 86% | 18% | 14% | 12% | 12% | 5% | 5% | 4% | 2% |
| attractiveness outside | 62% | 69% | 83% | 84% | 27% | 23% | 14% | 13% | 12% | 8% | 4% | 3% |
| Attractiveness inside | 58% | 68% | 86% | 87% | 32% | 24% | 11% | 11% | 10% | 8% | 2% | 1% |
| Standard of customer care | 78% | 87% | 91% | 94% | 18% | 11% | 8% | 5% | 3% | 1% | 1% | 1% |
| Choice of books | 61% | 67% | 80% | 84% | 32% | 26% | 16% | 13% | 9% | 7% | 5% | 1% |
| Physical condition of the books | 72% | 76% | 86% | 89% | 26% | 21% | 12% | 10% | 3% | 2% | 1% | 0% |
| Computer facilities | 60% | 65% | 77% | 76% | 33% | 29% | 20% | 22% | 7% | 6% | 2% | 2% |
| Information provision | 66% | 74% | 82% | 84% | 31% | 24% | 17% | 15% | 2% | 2% | 1% | 1% |
| Events and activities | 78% | 20% | 2% | |||||||||
| Study space and facilities (seating and tables 2010) | 56% | 76% | 31% | 20% | 12% | 4% | ||||||
| Overall how good is the library service | 75% | 82% | 91% | 93% | 22% | 16% | 8% | 7% | 2% | 2% | 1% | 1% |
Carnegie Library is in the upper table for Events and Activities (81% very good or good), but room for improvement for Study Space (74%) and for Opening Hours (77%).
This is a great tribute to the Lambeth Library Service from the users.
Friends of Carnegie Library wish to thank the Carnegie Library librarians for their part in achieving this clear line of improvement.