In Barnet Libraries we still use customer comment cards. There are no plans to set up an email or Facebook customer feedback service yet. Our comment cards are often used by customers to suggest service improvements, to register a complaint or provide positive feedback on our services. The library manager is obliged to provide a written response to every customer who fills in a comment card. Even if we cannot promise to change a policy or service, we want the customer to feel that their views have been listened to and have made an impact. As a result of this customer feedback system, we have been able to rethink some of the ways we deliver our services to make them more accessible.
Nicolas Jackman
Library Customer Service Officer
Barnet Libraries
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