NRS scores on quality of products and services - Customer Survey results

The results of the first large-scale National Records of Scotland (NRS) customer survey have been published today.

The online survey covered the majority of NRS public services and websites and all communication channels. It received 800 responses in total, ranging from ScotlandsPeople to Statistics customers.

Key findings include:

• 95 per cent of respondents value the work NRS does
• 86 per cent rate NRS services as excellent or very good for accuracy
• 70 per cent rate NRS staff as excellent or very good for helpfulness
• 60 per cent felt NRS provides good value for money
• 88 per cent rate NRS online information as excellent or very good

Paul Lowe, Chief Executive of National Records of Scotland, said:

“I am greatly encouraged by the results of the first large-scale customer survey conducted by NRS. There is lots to be proud of in relation to the positive feedback we have received in terms of the products we offer and the excellent customer service provided by our dedicated staff.

“I would like to thank all our valued customers who took part in the survey and made these results possible. While the results are positive there is scope for improvement and we intend to learn from this feedback, to continue to engage with customers and seek opportunities to further improve our offer. This is a strong starting point towards ensuring NRS products and services are fit for the future.”

The Customer Survey was carried out by Progressive Partnership Ltd on behalf of NRS and ran from 20 March to 5 April 2019. The findings can be read online.

In a recent CIPFA study of visitors to UK archives, around 9 in 10 of customers of the NRS Historical Search Room were also very satisfied or satisfied with the service