In the context of a total quality programme, Brent Libraries carried out customer research to determine customer needs and also monitor the performance of contractors. One method to achieve these goals is the use of focus groups. A system was established within the context of a branch library with a multiracial profile of users with the aim of improving services to users, non‐users and lapsed users of the service. Discussions were held with various groups to discover their views. Claims that, although successful overall, the lack of participation by some ethnic groups is one facet which needs further investigation.
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