Late last year, the National Art Library and V&A Archives invited users to share their experiences of services at South Kensington. The response was fantastic: 458 people took part, representing a vibrant cross-section of our research community. The survey reached readers through the newsletter, online catalogue, enquiry responses and onsite QR links, and over 95% of respondents were active, in-person visitors. This means the findings offer a rich and reliable picture of how the Library is used today. Thank you so much if you were one of those people!
“The library provides a valuable service and is much appreciated.”
What stands out most clearly is just how committed our users are. Many visit weekly or even more often, and a significant number spend five to seven hours at a time in the Library. Our users don’t seem to use us as a quick stop-off space, but as a serious research environment (although you are always welcome, however quick your visit or indeed trivial your research need is!). Our community includes academics, historians, students, independent scholars and personal researchers, with more than half based in London and others travelling from across the UK and internationally. Just over half of respondents were aged over 55, and 18% identified as having a physical or mental health condition, reminding us how important accessibility and comfort are to the overall experience.
“Excellent research and resource facility – and I have always found the staff helpful & courteous.”
Feedback about collections and staff was overwhelmingly positive. Respondents consistently praised the breadth and depth of the holdings and the expertise, professionalism and approachability of staff. The Library is valued as a calm and productive place to work, and digital catalogues and online services are widely appreciated. At the same time, users highlighted constructive areas for improvement: most notably a desire for longer opening hours, alongside clearer signposting between Library and Archives services, and continued expansion of digitised materials to support remote research. These are all areas that we are actively developing and will be reporting back on shortly.
“It was my first visit and such was the experience, I truly hope it won’t be my last. An exceptionally memorable day.”
Use of the V&A Archives is naturally more specialist, but nearly half of respondents reported using both Library and Archives materials or enquiry services, showing strong overlap among researchers. Archives users particularly valued the “Search the Archives” catalogue and “Ask a Question” service, while also suggesting clearer guidance about when and how to access archival material.
“Bravo! Brilliant place. Unique. Useful. ”
Overall, the survey paints a positive picture of a dedicated, research-focused community that deeply values the National Art Library and Archives and offers clear, thoughtful insights to help shape future improvements. We always value your feedback, so even when a survey isn’t running, please do feel free to contact us online, speak to one of the staff in our reading rooms or make an appointment to speak to one of the Library senior team.
