Your In-Person Research Experience Matters!
The National Archives and Records Administration (NARA) is committed to providing excellent 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.
Researcher Feedback:
Since the beginning of Fiscal Year 2024, the National Archives has circulated a survey every quarter to learn more about the researcher experience across our many facilities. We received over 2200 responses in 2024 from researchers who had recently visited every one of our locations nationwide. We value this feedback and 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. Satisfaction with the appointment process at archival locations continues to remain high, with most researchers satisfied or very satisfied with the process.
We have also taken a number of steps to address specific suggestions we received from researchers like you. A few examples are outlined under ‘Results’ below. We are looking forward to sharing more initiatives in response to your feedback soon. It is valuable for us to hear from you each quarter even if nothing in your answers has changed; it allows us to assess how we’re doing over time and catch any changes in your experience. Thank you again for your continued participation in the survey.
Results:
Here are some of the actions we’ve taken as a result of your feedback:
- In the Washington, DC, area, appointments were no longer required after February 5, 2024, although they are still strongly encouraged.
- A broken speaker and call button which impacted accessibility of handicapped parking at the National Archives in Washington, DC, has been addressed.
- At the National Archives at College Park, MD, replacement light bulbs have been installed at several individual researcher desks to improve tabletop lighting.
- We are currently assessing the research room rules with the goal of reducing the number of rules to enhance the user experience. Researchers will be informed about these changes as soon as they're in effect.
- The National Archives at College Park, MD, textual research rooms are evaluating ways to improve communications when pull requests are ready.
