Legal Aid Department Legal Aid Department Annual Report 2011
 


 
Appendix 1 | Appendix 2 | Appendix 3 | Appendix 4 | Appendix 5

Appendix 2

Findings of the Survey on Customer Feedback

Overall Satisfaction Rate

二O一O
2010
二O一一
2011
申請服務
Application Services
總部申請及審查科
Application and Processing / Headquarters
94% 100%
九龍分署
Kowloon Branch Office
96% 98%
清盤破產訴訟小組
Insolvency Unit
99% 99%
刑事組
Crime Section
95% 99%
訴訟期間-訴訟進行階段
Litigation - Mid-Litigation Stage
由署內律師辦理的家事訴訟/婚姻訴訟
In-house Litigation of Family / Matrimonial Cases
97% 96%
由署內律師辦理的人身傷害訴訟
In-house Litigation of Personal Injuries Cases
100% 100%
由外委律師辦理的訴訟
Cases handled by Assigned Solicitors
95% 95%
訴訟期間-訴訟結案階段
Litigation - Conclusion Stage
由署內律師辦理的家事訴訟/婚姻訴訟
In-house Litigation of Family / Matrimonial Cases
98% 98%
由署內律師辦理的人身傷害訴訟
In-house Litigation of Personal Injuries Cases
96% 100%
由外委律師辦理的訴訟
Cases handled by Assigned Solicitors
85% 87%


(A) Application Service (Means Test and Merits Test)

總部申請及
審查科
Application and Processing / Headquarters
九龍分署
Kowloon Branch Office
清盤破產
訴訟小組
Insolvency Unit
刑事組
Crime Section
二O一O
2010
二O一一
2011
二O一O
2010
二O一一
2011
二O一O
2010
二O一一
2011
二O一O
2010
二O一一
2011
回應率
Response Rate
99% 100% 99% 99% 100% 100% 99% 100%
整體滿意程度
Overall Satisfaction
4.31 4.45 4.33 4.40 4.61 4.68 4.29 4.28
方便(例如法援署熱線容易接通或小冊子易於索取,便於使用等)
Convenience (e.g. LAD hotline or pamphlet is easily accessible, user-friendly, etc.)
4.10 4.37 3.97 4.08 4.21 4.56 3.83 3.94
服務態度(職員態度)
Service Manner (Staff manner)
4.43 4.58 4.48 4.54 4.59 4.75 4.47 4.38
服務效率(例如經濟/案情審查等)
Service Efficiency (e.g. in means / merits testing, etc.)
4.30 4.40 4.27 4.30 4.43 4.73 4.28 4.32
清晰資料(給予的資料是否清晰)
Clear Information (Whether information given is clear)
4.14 4.38 4.08 4.16 4.64 4.70 4.19 4.19
程序(安排會面日期)
Procedure (Date of interview fixed)
4.20 4.41 4.12 4.20 4.52 4.67 4.33 4.31

Satisfaction level ranges from the min. 1 to max. 5
(Very satisfied = 5; Satisfied = 4; Average = 3; Dissatisfied = 2; Very Dissatisfied = 1)

(B) Litigation - Mid-Litigation Stage

由署內律師辦理的
家事訴訟/婚姻訴訟
In-house Litigation of Family / Matrimonial Cases
由署內律師辦理的
人身傷害訴訟
In-house Litigation of Personal Injuries Cases
由外委律師辦理的
訴訟
Cases handled by Assigned Solicitors
二O一O
2010
二O一一
2011
二O一O
2010
二O一一
2011
二O一O
2010
二O一一
2011
回應率
Response Rate
100% 99% 100% 100% 32% 30%
整體滿意程度
Overall Satisfaction
4.48 4.48 4.56 4.70 4.55 4.50
方便(容易聯絡律師/職員)
Convenience (Easy to contact lawyer / staff)
4.52 4.49 4.75 4.67 4.58 4.50
服務態度(職員態度)
Service Manner (Staff manner)
4.65 4.58 4.72 4.83 4.64 4.58
清晰資料(給予的資料是否清晰)
Clear Information (Whether information given is clear)
4.36 4.37 4.56 4.56 4.43 4.42
程序(顧客獲悉案件進展/程序)
Procedure (Client informed of progress / procedure of the case)
4.41 4.41 4.59 4.63 4.50 4.44

Satisfaction level ranges from the min. 1 to max. 5
(Very satisfied = 5; Satisfied = 4; Average = 3; Dissatisfied = 2; Very Dissatisfied = 1)

(C) Litigation - Conclusion Stage

由署內律師辦理的
家事訴訟/婚姻訴訟
In-house Litigation of Family / Matrimonial Cases
由署內律師辦理的
人身傷害訴訟
In-house Litigation of Personal Injuries Cases
由外委律師辦理的
訴訟
Cases handled by Assigned Solicitors
二O一O
2010
二O一一
2011
二O一O
2010
二O一一
2011
二O一O
2010
二O一一
2011
回應率
Response Rate
98% 100% 100% 98% 25% 23%
整體滿意程度
Overall Satisfaction
4.45 4.52 4.52 4.77 4.30 4.28
方便(容易聯絡律師/職員)
Convenience (Easy to contact lawyer / staff)
4.45 4.45 4.63 4.73 4.37 4.31
服務態度(職員態度)
Service Manner (Staff manner)
4.51 4.60 4.67 4.81 4.41 4.40
清晰資料(給予的資料是否清晰)
Clear Information (Whether information given is clear)
4.34 4.41 4.49 4.67 4.21 4.16
結果(訴訟結果)
Result (Outcome)
4.43 4.39 4.48 4.58 4.28 4.26
程序(顧客獲悉案件進展/程序)
Procedure (Client informed of progress / procedure of the case)
4.37 4.41 4.58 4.68 4.23 4.18

Satisfaction level ranges from the min. 1 to max. 5
(Very satisfied = 5; Satisfied = 4; Average = 3; Dissatisfied = 2; Very Dissatisfied = 1)
 



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