Printed Date: 21/05/2024

GLL-run Libraries rated ‘Excellent’ by users



GLL - the UK’s largest not for profit cultural and leisure charitable social enterprise – runs over 100 libraries in Bromley, Dudley, Greenwich, Lincolnshire and Wandsworth.

The latest survey shows customer satisfaction scoring an ‘Excellent’ rating of 97% in September 2019.

Meanwhile the Net Promoter Score (NPS) indicating the percentage of customers who would recommend the service, rose by 6% to 63%. Scores above 30% are considered ‘Excellent’.

The news comes as GLL celebrates October’s Black History Month and National Libraries Week (7-12 October) with reading promotions, author events, talks, crafts and celebrations.

GLL’s National Libraries Director, Diana Edmonds MBE, said:

“This latest commendation – coming from the people who use the service – is a shot in the arm for GLL’s libraries and a welcome plaudit for our team of talented information professionals who work so hard to provide a valued public service.

“At a time when libraries nationally are coming under renewed funding pressure, we are very proud that our unique not for profit model, keeps libraries open and at the heart of local communities.

“We very much see them as part of the educational and social fabric of society – so we want to do everything we can to invest in them, make sure they are well-used and offer a modern and relevant service to users of all generations.”

GLL-operated libraries are some of the best used in the country with total issues rising 3% to 6,874,634:

  • Library visits in Greenwich increased from 1.49m in 2010 to 2.57m in 2018/19
  • Wandsworth topped the table of issuing authorities in London with 1,469,021 items issued
  • Bromley Libraries continue an upward trajectory, with issues up 4% to 1,454,806
  • Lincolnshire Libraries issued 2m items for the first time
  • Dudley Libraries added 5% to their annual issues – up to 971,663