Improvements since our October 2025 customer survey

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Since our last customer survey in October 2025, we wanted to share some of the improvements we have made in response to your feedback.

We published our new five-year strategy, setting out our commitment to modernising our services and putting customers at the heart of everything we do.
We established a Customer Advisory Panel to give customers a voice in our planning and decision making. There will be opportunities to join the panel in the future, details will be shared on our website and social media channels.
We produced a series of guidance videos to help customers make the most of our services, including guides to the Scotland's People search room, the Historical Search Room, and how to order from our catalogue.
We reintroduced printing in our Digital Archive Search Room to best support our customers’ needs.
We have made improvements to our extract service, streamlining the customer journey.
We have introduced free 2 hour sessions in the Scotland’s People centre.
We have released over 350,000 new records on Scotland's People to expand access to Scotland's family history records.
We held a display for two celebrated Scottish poets in February. We have announced a new exhibition For the Safety of All: Scotland's Lighthouses which will begin on 3 August.
We have actively engaged with customers to shape our services, from tartan services to digital archiving.

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