Statistics for libraries, registrations and archives
We have held the Customer Service Excellence Award continuously since 2010 and before that a Charter Mark since 1991. We currently hold 27 Compliance Plus points as part of the Customer Service Excellence Award, which signify best practice in many areas of Libraries, Registration and Archives.
Summary statistics - these figures reflect Libraries, Registration Archives’ output during 2021 to 2022, and consequently do not represent a standard year of service delivery. In line with the government’s roadmap to recovery from the Covid-19 pandemic, a phased opening of libraries took place, with all 99 libraries fully open by the end of August 2021.
- Customers borrowed 4,440,000 items
- 1,710,000 visits were made to our libraries
- We have 90,300 active borrowers, plus 20,650 active e-borrowers
- Books were delivered to 930 housebound customers
- Customers made 3,965,000 online contacts
- 674,400 e-books and e-audiobooks were borrowed by customers
- 149,600 e-magazines were borrowed by customers
- 1,000,600 e-newspapers were borrowed by customers
- The top issuing book for 2021/22 was The Long Call by Ann Cleeves
- We have over 1,268,500 items that customers can borrow
- Over 285,700 enquiries were responded to by library staff and the Ask a Kent Librarian team
- Over 39,200 people attended our events and activities
- Customers used our PCs for 94,100 hours, and our Wi-Fi service was accessed on 35,500 occasions
Go to the libraries section of the website to find out how you can access these services.
These summaries show the rates of use for our library services in individual Kent districts:
- Ashford (XLSX, 25.1 KB)
- Canterbury (XLSX, 26.0 KB)
- Dartford (XLS, 130.0 KB)
- Dover (XLS, 128.5 KB)
- Folkestone and Hythe (XLS, 127.0 KB)
- Gravesham (XLS, 132.5 KB)
- Maidstone (XLS, 128.0 KB)
- Sevenoaks (XLS, 131.5 KB)
- Swale (XLS, 127.0 KB)
- Thanet (XLS, 130.5 KB)
- Tonbridge and Malling (XLS, 131.0 KB)
- Tunbridge Wells (XLS, 127.5 KB)
Kent Archives statistics
The Kent Archives service is based in our Kent History and Library Centre. We have:
- retrieved over 61,000 documents from our archives in order to carry out collection work and deal with customer enquiries
- answered over 8,280 enquiries
The registration service is available through our libraries and gateways. We have:
- registered 19,100 births and 15,600 deaths
- conducted 7,000 ceremonies
Our yearly surveys have found that a proportion of our customers have indicated that they were very satisfied or satisfied with our services:
- libraries 94%
- registration 94%
Archives and Records Association customer satisfaction survey
The ARA National Surveys, previously the Public Services Quality Group (PQSG), coordinates 2 important surveys for the sector:
- the Survey of Visitors
- the Distance Users of Enquiry Services Survey.
The surveys take place between September and November in alternate years, so each survey takes place every 2 years. We take part in the surveys to understand customers’ thoughts and to help shape the service with customer feedback. It also provides us with a benchmarking tool, comparing results across all archive services who take part in the survey. In 2021 to 2022 the Distance Users of Enquiry Services survey was carried out. Customer satisfaction with this service in Kent was 96%.
Go to our Kent archives section of the website to find out how you can access these services.