Library user feedback analysis

Library services and staff attracted much praise, with generally high ratings and strong support for maintaining and improving local library services.

Core services:

• physical books remain central, with high satisfaction in borrowing and requests from other Cumbria Libraries
• library users value variety in genres, new titles, large print, and children’s books, plus initiatives like the summer reading challenge
• some smaller branches are seen as having limited collections; calls for more diverse titles, better displays, and expanded stock exchange
• young adults feel underrepresented in materials and the general offer
• complimentary services including free Wi-Fi, children’s play areas, hearing aid batteries, and free sessions were appreciated
• staffing shortages impact query handling and constrain opening hours in smaller libraries

Promotion and communication:

• many users are unaware of the full range of services; better advertising of events, services, and opening times is needed
• suggestions include email newsletters, community-space posters, and less reliance on social media

Facilities and building condition:

• libraries are generally welcoming and safe, but some buildings feel dated, cramped, or poorly maintained
• requests for brighter décor, improved lighting, updated carpets, clearer signage, artwork, inviting entrances, and refreshment areas
• provision of customer toilets and baby-changing facilities are a recurring ask
• noise from disruptive visitors can be intimidating
• main library buildings fare better than link buildings in user perceptions

Technology and digital services:

• BorrowBox users praise its ease of use but want more titles, shorter waitlists, and better browsing/filtering; Kindle support is requested. Expansion to E-Press content was requested by some
• photocopying/printing is seen as complicated, unreliable, or expensive; prepayment accounts could help
• the website and catalogue are sometimes hard to use and would benefit from redesign; digital skills workshops, including Borrowbox, and clearer instructions would support unfamiliar users
• self-service tech cannot fully replace staff assistance

Accessibility and barriers:

• lack of lifts and upper-floor access hinders those with mobility and other access issues
• limited audiobook availability affects neurodivergent and print-impaired users who rely on alternative formats

Opening hours and location:

• frustration with inconsistent and limited hours, especially at smaller branches; demand for evenings, weekends, and no lunchtime closures
• support for remote/mobile/outreach services to reach rural, elderly, disabled, and caregiving populations
• desire for out-of-hours returns drop-boxes at community venues

Community engagement and events:

• libraries seen as vital community hubs offering social activities; more events would be welcomed
• suggested programming: author visits, poetry readings, storytimes, crafts, writing competitions, creative workshops, and educational talks
• timing, location, and promotion of existing programmes need improvement
• some worry that income-generating events could disrupt a peaceful library atmosphere

Service development and strategic ideas:

• calls for varied events (talks, workshops, language cafés, book clubs) at diverse times to suit all ages/ interests
• desire for refreshment areas or cafés and more social spaces to encourage interaction, especially among young people
• need for additional quiet study spaces and comfortable seating
• popular ideas include charging for workspace hire, co-location with other organisations, and mobile/ outreach services for remote areas
• opinions split on sharing space with non-library services; some value additional support, others fear loss of the library’s core identity