Client Satisfaction Survey 2012 summary report

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Results from Victoria Legal Aid's Client Satisfaction Survey 2012 which measured levels of satisfaction with legal aid services provided by in-house and private practitioners and Victoria Legal Aid as …

Results from Victoria Legal Aid's Client Satisfaction Survey 2012 which measured levels of satisfaction with legal aid services provided by in-house and private practitioners and Victoria Legal Aid as an organisation.

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  • 1. 2BackgroundVictoria Legal Aid (VLA) contracted Colmar The overall objectives of the researchBrunton to conduct a telephone survey using were to:a representative random sample of• clients who received criminal law Duty • find out more about clients and theirLawyer, Casework (legal representation on a perceptions of VLA services;grant of aid) and Legal Advice servicesbetween July –December 2011 • help VLA make decisions about the• clients who had ordered Community LegalEducation (CLE) resources in that same services provided; andperiod (July – December 2011)• clients who had called our Legal Help • be able to report findings totelephone information service between March government and stakeholders.– April 2012.
  • 2. 3MethodologyBetween April - May 2012, Colmar Brunton conducted n=630 x 15 minute ComputerAssisted Telephone Interviews (CATI) with a sample of VLA clients. All respondents tothe survey had used one or more of the following VLA services• n=122 Criminal Law Legal Advice• n=159 Criminal Law Casework• n=270 Criminal Law Duty Lawyer;• n=100 Legal Help telephone service• n=100 Community Legal Education (CLE) publications
  • 3. 4VLA services – glossaryLegal advice: initial advice about a legal problem including help in preparing an application for agrant of legal assistance. Legal advice is a short, one-off session available face to face, or byphone or video conference in some circumstances. The clients interviewed for this survey receivedlegal advice services exclusively from lawyers who work for Victoria Legal Aid (VLA salariedlawyers).Casework: a grant of legal assistance is money from the Legal Aid Fund that enables a lawyer tohelp a person with their legal problem. The grant enables the lawyer to give legal advice, helpreach agreement, prepare legal documents and/or represent a person in court. Casework servicescan be provided by a VLA salaried lawyer or a private lawyer.Duty lawyer: duty lawyers provide advice and representation at a court or tribunal where a court ortribunal appearance is imminent. Services are provided without prior arrangement. Duty lawyersare mostly VLA salaried lawyers or can be private lawyers who are paid by VLA to undertake dutylawyer work.Legal Help: a telephone service where individuals receive information about the law, provided byVictoria Legal Aid telephone advisors.VLA publications/booklets: Victoria Legal Aid produces a range of free legal information bookletsto help people with their legal problems.
  • 4. In a nutshell….Victoria Legal Aid clients were very positive about VLA services with;• 87% of clients either extremely satisfied or satisfied with Legal Aid servicesoverall.• Between 76-86% reporting that the service they received helped them sort outtheir legal problem.• Between 94-98% of clients saying they would recommend our services toothers.
  • 5. 6Key Findings
  • 6. 7Satisfactionwith VLA andVLA services
  • 7. 8 % satisfied 2012 2011Overall Satisfaction 87% 86% of clients overallwith Legal Aid 89% of criminal 91% law clients87% of respondents indicated they 90%were satisfied with Legal Aid overall.Although this was comparable to the 2011 findings(86%), overall clients were less likely to indicate they 87%were ‘extremely satisfied’ in 2012 (40%) comparedto the previous year (46%). Nonetheless, clientswere also less likely to indicate they were 87%dissatisfied (6%) compared to the previous year(10%).Clients who had only used the Casework service 92% of criminal 85%provided the highest ratings of satisfaction. In law clientsparticular, they were significantly more likely to be‘extremely satisfied’ with VLA (50%) compared toLegal Help (35%), Legal Advice (35%) and Duty 85% of criminal 84%Lawyer clients (37%). law clientsSatisfaction among Duty Lawyer clients droppedoverall from those surveyed in 2011. Q7Q. Overall how would you rate your level of satisfaction with Legal Aid? (SR). Base: All respondents (n=630) Note: where 2011 results do not appear, this means that the question was not asked last year, so results not available for comparison.
  • 8. 9 % agreeSatisfaction with 2012 97% 2011 -the Legal Advice 95% 90%service 95% -Criminal Law Legal Advice 93% -clients showed very positiveattitudes towards the service, 93% 84%in particular for factors relating to how thelawyer they dealt with treated them and the 90% 88%information they were provided.Clients were less likely to agree that the 86% 84%service was what they expected (78%) andthat they would like to use the same lawyeragain for a similar situation (77%). 78% -Overall, criminal law Legal Advice clients 77% 79%were slightly more positive this yearcompared to the criminal law Legal Adviceclients surveyed in 2011. Q2F. I’m going to read out some statements about the lawyer you spoke with and ask you to say how much you agree or disagree with each statement. Base: All Legal Advice clients that recalled using the service (n=111)
  • 9. 10 % agree 2012 2011Satisfaction with 96% -the Casework 91% 89%service 91% 87% 91% -Criminal Law casework clients 90% 86%also provided very positiveattitudes towards the service. 89% 83%Clients were particularly positive about the 88% 88%manner of the lawyer and how they weretreated. 87% -Although still positive, clients were less likelyto agree that they were confident in their 87% 82%lawyer’s ability (87%), that they would like touse the same lawyer again (84%) and thatthe lawyer helped them to prepare for their 84% 79%court appearance (83%). 83% -Overall, criminal law Casework clients wereslightly more positive with regards to thelawyer that represented them this yearcompared to the criminal law Caseworkclients surveyed in 2011. Q3F. I’m going to read out some statements about your lawyer represented you and again ask you to say how much you agree or disagree with each statement. Base: All Casework clients that recalled using the service (n=149)
  • 10. 11Casework client satisfaction and the type of lawyer.There was no significant difference in satisfaction level between clients who had a VLA salariedlawyer and clients who had a private lawyer.However, casework clients who had been represented by a VLA salaried lawyer were more likely to besatisfied with the outcome of their case (84%) compared to those who had been represented by aprivate lawyer (68%). All Casework clients who had been represented by a VLA salaried lawyer indicatedthey would recommend the Casework service; this was significantly higher than those who had beenrepresented by a private lawyer (94%). Q7Q. Overall how would you rate your level of satisfaction with Legal Aid? (SR)
  • 11. 12 % agree 2012 2011 Satisfaction 93% - with the Duty 89% 91% Lawyer service 88% 92% 87% 85%Clients who had used the 87% 88%criminal law Duty Lawyerservice provided positive 86% 91%feedback of the lawyers.However, overall, the findings indicated 83% 86%criminal law Duty Lawyer clients were slightlyless positive compared to criminal law Duty 80% 86%Lawyer clients in 2011, the exception beingfor the proportion that agreed their lawyerdidn’t rush them (87%) and that they didn’t 80% 85%have to wait too long to see the lawyer(74%). 74% 69% Q4F. I’m going to read out some statements about the help the duty lawyer provided you and ask you to say how much you agree or disagree with each statement. Base: All Duty Lawyer clients that recalled using the service (n=235)
  • 12. 13 % agree 2012Satisfaction 97%with the Legal 96%Help service 94% 91%Nearly all clients who had 90%called the telephone LegalHelp service indicated the 88%advisor they spoke to spokeclearly (97%), listened to 87%them (96%) and was polite 84%and respectful (94%). 82%While still high, these clients were lesslikely to agree that the service was whatthey expected (84%), that they would like 77%to use the same advisor again (82%), thatthe advisor helped them to get additional 73%support (77%) and that their call wasanswered in a reasonable timeframe(73%). Q5F. I’m going to read out some statements about the help the telephone advisor provided you and ask you to say how much you agree or disagree with each statement. Base: All Legal Help clients that recalled using the service (n=98)
  • 13. 14 % agree 2012Satisfaction withthe Community 95%Legal Education(CLE) service 91%A high proportion of clients who 86%had ordered VLA booklets agreedthat the material was easy tounderstand (95%) and made it clear 83%where to get more help (91%).Of these clients 86% indicated the material wasrelevant to their problem, helped them to decide 80%what to do next (83%), was easy to order online(80%), and had an attractive look and feel (78%). 78% Q6F. I’m going to read out some statements about the VLA booklets. For each statement, please tell me if you agree, strongly agree, disagree or strongly disagree. Generally the VLA booklets: Base: All CLE clients that recalled ordering VLA booklets (n=100)
  • 14. 15Satisfaction with outcomeApproximately 75% of all criminal law Legal Advice, Casework and Duty Lawyer clients indicatedthey were satisfied with the outcome of their legal problem or case. There were no significantdifferences in satisfaction between the services. % satisfied 76% 75% 75% Q2H/Q4H How satisfied were you with the outcome of your <legal problem/case/legal problem>? Base: All clients who recalled using the service (Legal Advice n=111; Casework n=149; Duty Lawyer n=235)
  • 15. 16Extent of help
  • 16. 17Extent of HelpClients who had used the criminal law Legal Advice and Casework services were the most likely to indicate thatthe service helped them to sort out their legal problem, followed by those that had used the criminal law DutyLawyer service. These clients were more likely to indicate that the service ‘helped a lot’ compared to those thathad used the Legal Help and CLE services. These findings are consistent with the level of intensity andinvolvement that the VLA services have in the client’s life. The Legal Help and CLE services have a strongerfocus on self help and typically involve minimal contact with clients compared to the other services. % indicating the service helped 86% 86% 79% 80% 76% Q2G/Q3G/Q4G/Q5G/Q6G To what extent did the <Legal Advice/Casework/Duty Lawyer/Legal Help/booklets> help you to sort out your legal problem? Base: All clients who recalled using the service (Legal Advice n=111; Casework n=149; Duty Lawyer n=235; Legal Help n=98; CLE n=100)
  • 17. 18Self help
  • 18. 19 Self-help with future problems Just over half of all clients that had ordered VLA booklets (CLE clients) or had called the telephone Legal Help service indicated they would be confident in their ability to sort out a similar legal problem in the future should it arise. This was a significantly higher proportion compared to the Legal Advice and Duty Lawyer clients; only approximately one third of these clients indicated they would feel confident to handle the problem without help from VLA; approximately half indicated they would not feel confident (including a quarter who would not feel confident at all). Again these findings are related to the intensity of contact that each service provides and the seriousness of the problems that the different services assist with. % confident 57% 56% 34% 30%Q2I/Q4I/Q5I/Q6I How confident are you that if a similar problem arose again you would be able to sort it out without assistance from <Legal Advice service/a Duty Lawyer/callingLegal Help/Legal Aid>? Base: All clients who recalled using the service (Legal Advice n=111; Duty Lawyer n=235; Legal Help n=98; CLE n=100). Note: question not relevant toCasework clients.
  • 19. 20Likelihood toRecommend &Advocacy
  • 20. 21Likelihood to recommendA high proportion of clients across all services indicated they would recommend the service theyused to others. Clients who had visited the website were the most likely to recommend; asignificantly higher proportion compared to those that had used the Duty Lawyer service.Q2J/Q3J/Q4J/Q5J/Q6J/Q7J2. Would you recommend the <Victoria Legal Aid advice service /Legal Aid casework service/ Legal Aid Duty Lawyer service/Legal Help service/VictoriaLegal Aid booklets/website> to other people? Base: All clients who recalled using the service (Legal Advice n=111; Casework n=149; Duty Lawyer n=235; Legal Help n=98; CLEn=100; website n=141).
  • 21. 22Advocacy on behalf I would be critical of Legal Aid without being Don t know, 6%of Victoria Legal Aid I would be critical of Legal Aid if asked, 2% asked, 2%Approximately 75% of all clients I would speaksurveyed indicated they would highly of Legal I would neither Aid without beingspeak highly of VLA (46% if asked be positive or asked, 28%and 28% without being asked). negative towards Legal Aid, 16%Only a very small proportion (4%)indicated they would be critical ofVLA. I would speak highly of Legal Aid if asked, 46% Q7S. Which of these phrases best describes the way you would speak of Victoria Legal Aid to your friends and family? Base: All respondents (n=630)
  • 22. 23Communications
  • 23. 24CommunicationsThe most common and most preferred formof communication with VLA was in person;this was more common among criminal law LegalAdvice and Duty Lawyer clients and wassignificantly lower compared to the proportion in 2011(actual 78%, preferred 78%).The proportion of clients that mostly communicatedwith VLA via email significantly decreased from 5% in2011 to 2% in 2012. A significantly higher proportionwould prefer email communication (8%); these weremore likely to be CLE clients (36%).There was an increase in use and preference of thewebsite and in 2012 the proportion who would preferwebsite communication was significantly higher thanthose who actually used the website. Those thatpreferred this method of communication were morelikely to be CLE clients. Q7B. How did you mostly communicate with Victoria Legal Aid? (MR) Base: All Criminal Law clients and Legal Help clients (n=530). Note: question not relevant to CLE clients. Q6N. How did you mostly communicate with Victoria Legal Aid? (MR) Base: All CLE clients that had received help from VLA for another legal problem (n=23) Q7C. How would you prefer to communicate with Victoria Legal Aid? (MR) Base: All respondents (n=630)
  • 24. 25 % agree 2012 The information on the w ebsite w as easy to 22% 71% 3% 93%Website understand 5% The information helped 1% you to understand 25% 66% 3%6% 91% w hat to do nextJust under a quarter of all clients(23%) indicated they had used the The information w as 8% 1% 23% 66% 89%VLA website. This was significantly easy to find 2% 1%more common among Legal Help(34%) and CLE clients (77%). The information w as 1% relevant to your 26% 61% 3% 1% 87%Although small sample sizes restricted problem 7%analysis between different servicetypes, there was a tendency for Legal It w as clear w hichHelp clients to be less positive about services Legal Aid could provide to you 22% 63% 3%7% 6% 85%the website. The w ebsite had an 11% 15% 68% 3%2% 83% attractive look and feel 1% Strongly Agree Agree Neither agree nor disagree Disagree Strongly Disagree N/A-Dont know
  • 25. 26Referrals
  • 26. 27ReferralsClients indicated that they mostcommonly received referrals from VLAto private lawyers/Law Institute ofVictoria, social services, to a courtand/or a Community Legal Centre.78% of those who had been given areferral indicated they had followed up onthe referral. Of these clients, 81%indicated the agencies they were referredto were useful.The main reason for not following up areferral made by VLA, was that the clientfelt they didn’t have a need to (44%). Q7L. Did Legal Aid refer you or arrange for you to speak to any of the following services? Please just indicate ‘yes’ or ‘no’ after each one I read out (SR) Base: All respondents (n=630)
  • 27. 28Specific clientgroups
  • 28. 29 Clients from a non-English speaking background (NESB) Overall, 87% of clients indicated they speak English at home. Some of the other languages spoken at home included (in order of frequency) Arabic, Hindi, Turkish, Vietnamese, Chinese - Mandarin, Greek, Serbian, Filipino, Indian, Spanish, Samoan, Punjabi, Portuguese, Chinese – Cantonese. Of those who spoke a language other than English at home, 9% indicated they used an interpreter. Of those that did not use an interpreter, approximately a quarter indicated they were offered one by VLA. For those that were not offered an interpreter, only a very small proportion (2%) indicated they would have preferred one; this was lower compared to 2011 (7%). Clients who were not fluent in English were more likely to have communicated with VLA In person (83%), than clients who were fluent in English (68%). They were also significantly less likely to indicate a preference for communicating via the phone (2%) compared with clients who were fluent in English (40%) 3% Fluent in EnglishClients who were fluent in English were more likely to (n=589) 41% 47% 5% 3%have used the Legal Help and CLE services. 1%Overall, there was no significant difference insatisfaction between clients who were fluent inEnglish compared to those who were not fluent inEnglish. However, none of the clients that were notfluent in English were ‘extremely dissatisfied’ with VLA Not fluent in English (n=41) 31% 48% 8% 7% 6%compared to 3% of those that were fluent in English. Q7Q. Overall how would you rate your level of satisfaction with Legal Aid? (SR) Extremely satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Extremely dissatisfied N/A-Dont know
  • 29. 30Clients with adisabilityOverall, a quarter of clients indicated they hadsome form of disability, most commonlypsychiatric and/or physical. Only 3% (n=18) ofclients indicated they had more than onedisability.Overall, those clients indicating they had adisability were more likely to have used thecriminal law Casework service and less likely tohave used the Legal Help service.Overall, there was a tendency for those with adisability to be less satisfied than thosewithout a disability. 83% of clients with adisability were satisfied or extremely satisfiedwith Legal Aid, compared to 89% of clientswithout a disability. A significantly higherproportion of clients (10%) who indicated theyhad a disability were ‘dissatisfied’ with VLA D7. Do you have a disability? (MR)compared to those without a disability (5%). Base: All respondents (n=630)
  • 30. 31SampleInformation
  • 31. 32Demographic Information Age GenderD2. What was your age on your last birthday? (SR). D1. Interviewer to note genderBase: All respondents (n=630) Base: All respondents (n=630) Note: Demographic information represented unweighted data.
  • 32. 33Demographic Information Disability Government benefit or pension D7. Do you have a disability? (SR). D14 Do you receive a government benefit or pension? (SR) Base: All respondents (n=630) Base: All respondents (n=630) Note: Demographic information represented unweighted data.
  • 33. 34Conclusions
  • 34. 35Conclusions•Overall, clients were very positive about •These clients were less likely to indicatethe services that Victoria Legal Aid offers. they would be confident in their ability to sort•In particular, clients rated their satisfaction out a similar legal problem in the future should it arise, particularly compared to thehighest for factors that related directly to howthe lawyer that they dealt with had treated clients that had used the Legal Help or CLEthem and the information that they had been services.provided. •A very high proportion of clients indicated•Most criminal law clients indicated they they would recommend the services of VLA to others.were satisfied with the outcome of their legalproblem or case and that the VLA service •A full report detailing all survey findings andthey used helped them to sort out their legal key subgroup analysis is available onproblem. request. For a copy please email research@vla.vic.gov.au