Our public services

Find out how many documents we deliver to the public, both on site and online, and how people rate our services. You can also view Your feedback to see the comments we receive through our Your views form and the action we have taken.

Content provided in this section is additional to that required by the Government’s transparency commitments.

Documents we deliver to the public

Last year we supplied more than 270 million documents online to our customers, and more than 500,000 documents on site. The links below give a detailed breakdown of on site and online documents delivered since 2010.

Documents delivered on site (XLS, 40 KB)

Documents delivered online (XLS, 39 KB)

Original documents delivered within 60 minutes (XLS, 35 KB)

Visitors to The National Archives

We currently collect data regarding the number of visitors to The National Archives. The link below provides a breakdown of these visitors.

The number for readers represents the total number of day visits to the document reading rooms within a calendar month; event attendees represents the total attendance at events held on site as part of the ‘What’s on’ programme within a calendar month; and education visits represents the total number of individual students (ranging from ages 5 to 18, Key Stages 1–5) who attend taught sessions on site within a calendar month.

Visitors to The National Archives (XLS, 0.05 MB)

How users rate our services

We have carried out user surveys to assess customer satisfaction with The National Archives’ on site and online services. We have also measured satisfaction with our Legislation.gov.uk service. Feedback scores from these surveys are detailed below. Content provided in this section is additional to that required by the Government’s transparency commitments.

Online satisfaction levels (XLS, 33 KB)

Onsite satisfaction levels (XLS, 37 KB)

Customer satisfaction – Legislation.gov.uk (XLS, 34 KB)

Customer satisfaction – UK Government Web Archive (XLS, 39 KB)

Calls to the Contact Centre

The Contact Centre is the First Point of Contact (FPoC) for all general enquiries, for the public and members of staff by telephone. It provides information on records and services alike, and refers customers to other institutions, record offices and archives as appropriate. The link below provides details of the number of calls received and answered and is updated on a monthly basis. Content provided in this section is additional to that required by the Government’s transparency commitments.

Calls to the Contact Centre in 202021 (XLS, 0.04 MB)

Calls to the Contact Centre in 2019–20 (XLS, 0.03 MB)

Calls to the Contact Centre in 2018–19 (XLS, 0.03 MB)

Complaints feedback (details of complaints will appear two to three months in arrears)

Complaints feedback: 2020–2021

June 2020 (XLS, 0.08 MB)

May 2020 (XLS, 0.08 MB)

April 2020 (XLS, 0.07 MB)