New survey results show customers at Thanet's Gateway Plus are satisfied with the service they receive.
More than 150 people who visited the Gateway were randomly selected to take part in the survey to find out what they thought of the service they received, how long they waited, whether they could find what they were looking for and the convenience and comfort of the building.
Of those who responded, 99% were satisfied with the professionalism of staff at the Gateway, while 91% were satisfied with the level of service they received from staff. 80% of people questioned said that they were confident, before they came to the Gateway, that their enquiry would be handled to their satisfaction. When asked how confident they felt that a similar request would be dealt with in the future, the percentage rose to 86%.
Over one third of the people surveyed had visited the Gateway to borrow a book, while 12% visited to use the Internet, books or periodicals and online resources. 71% of people thought it was easy to find what they were looking for, which is a 10% increase since the previous survey. The numbers of people who found it difficult has also decreased to 2%. This comes after signage was replaced, reorganised and expanded to make it clearer to customers what is available.
Cllr. Simon Moores, Cabinet Member for Customer Services, said: "The results of these regular surveys continue to be exceptionally encouraging. Although there was, understandably, some concern when the Gateway first opened about blending together council and library services, since then we have received excellent feedback from customers. It's clear that people using the Gateway are getting an improved service and these results highlight that. Where people have suggested improvements, we'll be looking at how we can use these suggestions."
Thanet's Gateway Plus is open from 9am to 6pm from Monday to Friday, with late opening until 8pm on Thursdays. It is also open from 9am to 5pm on Saturdays. As well as library and Thanet District Council services, it also offers a range of services from 25 partner agencies.
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