Public Library User survey November 2015

We surveyed people over 16 who came into our libraries during one week in November. 3,342 survey forms were completed.  

Thank you to everyone who completed our survey. It was a great help to us to have your feedback.

Survey results

94% of customers thought our libraries overall were good or very good. 96% of customers thought our customer care was good or very good.

We have summarised the survey results and our responses to the feedback. See the full survey report for further information.

You said you wanted libraries to stay open later

Ten of our libraries are open until 7pm on Wednesdays; four are also open until 7pm on Mondays.

You said you wanted Sunday opening

Three of our libraries - East Sheen, Richmond and Teddington - are open from 1.00pm to 5.00pm every Sunday. You may borrow and return books at any borough library so if you want to use a library on a Sunday do visit those sites.

You wanted more seating

More seating has been arranged for Richmond Lending Library and we are assessing where additional seating can be located in other libraries.

You requested public toilets in Castelnau Library

Council funding has been allocated for this and plans are currently being drawn up.

You said you enjoyed using our eBook service

eBooks and eAudiobooks are available for immediate download with your library card and PIN. Go anywhere and take your books with you in the palm of your hand. You can borrow up to five using our Overdrive eLibrary and up to ten using our newly launched Cloud eLibrary. Visit and

You said you loved our Wi-Fi

Free filtered Wi-Fi is available in libraries throughout Richmond upon Thames. Once you have used the Wi-Fi service at one of our libraries, you won’t need to select the network or re-enter the password if you then visit another library.

You said you wanted free reservations

You may reserve most items from our database free of charge, either by asking a member of staff when you visit a library or by selecting items yourself using our online catalogue.

Visit Spydus, select up to five items and we will let you know as soon as they are ready to collect! Our reservations service is the fastest in London - 80% are supplied within a week.

If you can’t find the item you’d like to borrow, you may use our free stock suggestions service or reserve an item from the SELMS catalogue for a fee of £3.

Updated: 27 November 2020