Your In-Person Research Experience Matters!
The National Archives and Records Administration (NARA) is committed to providing equitable and effective services for all. This includes our in-person research services. It is our goal to ensure a positive experience at each of our locations, and our success is closely tied to our ability to hear directly and regularly from in-person researchers about their experiences with our services. Your feedback helps us better understand what’s working for you, what’s not, and how we can continuously improve.
Here's how you can share:
Photograph of researcher Mike DuBois examining a letter in the research room of the National Archives Building. National Archives Identifier: 23855361
Tell Us About Your Experience
Have you recently conducted research at one of the National Archives on-site research facilities, interacted with a member of our team, or completed a step of the in-person research process (consultation, appointment scheduling, orientation, or other interaction)?
Complete our three question customer experience survey ⇒
Quarterly Research Room Experience Survey
In addition to our three question customer experience survey, we also issue a quarterly research room experience survey. At the beginning of each quarter of the federal fiscal year, all researchers who conducted on-site research at a NARA research facility during the prior quarter will receive a survey link to provide feedback on their experience.
Periodic In-Person Researcher Forums and Listening Sessions
Surveys are great, conversations are even better! Opening our spaces to directly engage with our in-person researchers about their service experience with us is a top priority. NARA is committed to connecting with you through in-person forums and listening sessions. Information about upcoming forums and listening sessions will be posted here as they are scheduled.
Researcher Feedback:
In January 2024 the National Archives circulated a survey to learn more about the researcher experience across our many facilities. We received responses from researchers who had recently visited 97% of our locations nationwide. We value this feedback. The survey showed that the majority of researchers travel long distances to visit our archival facilities and Presidential Libraries. We want to ensure all visitors to our research rooms have a positive experience.
Across the board, at archival facilities and the Presidential Libraries, researchers are very satisfied with the customer service they received from National Archives staff. Most noted that staff were incredibly helpful and knowledgeable. Almost all researchers agreed that support is available when they need it and that staff treat them fairly. The majority of respondents across all locations noted that they were “satisfied” or “very satisfied” with the appointment-making processes.
However, many respondents highlighted that the research process in general feels confusing, especially for those visiting for the first time. We appreciate this valuable feedback and will continue to work to develop clear and accessible practices for first-time researchers.
Results:
We appreciate everyone who took the time to participate in our fall feedback sessions and who completed our quarterly researcher survey. We have taken several actions as a result of your feedback:
- In the Washington, DC area, appointments are no longer required (effective February 5, 2024), though they are strongly encouraged
- The broken speaker and the call button which impact accessibility of handicapped parking at the National Archives in Washington, DC are being addressed.
- At the National Archives at College Park, MD, NARA's Heritage Science Research Testing Branch and Conservation Branch are evaluating options for replacement light bulbs in the research complex.
