Statistics for libraries, registrations and archives

We have held the Customer Service Excellence Award continuously since 2010 and a Charter Mark since 1991 before that.

Summary statistics (based on 2018/19 figures):

  • customers borrowed 4,844,000 items
  • 4,690,000 visits were made to our libraries
  • we have 148,500 active borrowers
  • volunteers delivered books to 1,300 housebound customers
  • customers made 2,756,000 online contacts
  • 303,600 e-books were borrowed by customers
  • 80,200 e-magazines were borrowed by customers
  • 256,600 e-newspapers were borrowed by customers
  • the top issuing book for 2018/19 was The Midnight Line by Lee Child
  • library staff answered 374,400 enquiries
  • our wi-fi service was accessed on 124,000 occasions
  • customers renewed 1,317,700 items
  • there were 240,400 attendances at our events
  • we have over 1,295,100 items that customers can borrow
  • customers used our PCs for 425,200 hours

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:

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.  Read the results of the surveys.

Go to our Kent archives section of the website to find out how you can access these services.