Satisfaction levels soar for library service

Idea Store reading

Satisfaction levels in the borough’s library service have reached a record high of 95% according to a new survey.   

More than 800 residents, who regularly use the Idea Stores and libraries were surveyed to find out what they thought of different aspects of the service including customer care, choice of books, computer facilities and information provision.

The council commissioned the survey last October, and prior to that the last survey was undertaken in 2018.

Since 2018, all the satisfaction key indicators have increased with the biggest jumps in attractiveness of the library inside from 85% in 2018 to 91% and computer facilities from 68% to 72%.

Overall satisfaction with the service stood at 92% in 2018 and has now risen to 95%.

Idea Store Bow achieved the highest level of satisfaction, improving by 6% from 2018. This can be attributed to the recent renovation works that have taken place.

Many positive comments were also recorded in the survey.

One service user said:

“This library has been my lifeline during a period of unemployment and depression.”

Another commented:

“Staff are fantastic - I've been going to story time for over a year, and they are so great with my toddler and very interactive. Library is always in great condition too with new books coming into stock regularly.”

Leah Sykes, Director of Customer Services at Tower Hamlets Council said:

“We aim to provide a high-quality library service for our residents and so it is rewarding to see the high level of satisfaction reported by library users, along with some of the examples and personal stories of how the service has helped people and made a difference.”

To find out more about our Idea Stores visit








Posted on Monday 25th March 2024