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Customer Satisfaction Survey

Executive Summary

Survey Results

This report covers the results of the 2006 National Archives and Records Administration Customer Satisfaction Survey. The Survey was conducted by telephone from June 19, 2006 to July 24, 2006. Telephone calls were made to 1,000 individuals who had visited the Archives in the past year and filled out a card or were registered with NARA as a researcher.

Major findings of the study include:

  • Of the 1,000 completed interviews, approximately 2 out of every 10 (20%) respondents were from the Washington, DC, area.

  • Over half (51%) of the visiting respondents came to the area to visit the National Archives.

  • Over 47% of all respondents visited Archives for personal leisure/recreation.

  • Approximately 55% of the persons visiting Archives stated that they will share the results of their research with their families, while 20% of the respondents stated they will utilize their findings in a report for publication.

  • Overall, 94% of the persons visiting Archives were satisfied with all aspects of their visit.

  • The majority of the respondents (91%) were satisfied with the availability of the research staff and 90% with the knowledge of research staff. An additional 94% felt the research staff was courteous.

  • Approximately half (49%) indicated that the volunteer staff were knowledgeable and 45% said the volunteers were courteous. (The lower satisfaction numbers reflect that many respondents did not recall seeking help from a volunteer.)

  • Of the persons who utilize the Internet, nearly 9 out of 10 respondents (89%) stated that they have visited the National Archives website.

  • The majority (69%) of the researchers who have used the National Archives website have visited either the Research Room or the Genealogy Page. Slightly more than 8 out of 10 (81%) respondents that have been to the Archives website were satisfied with the Research Room or the Genealogy Page.
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