2013 Legal Aid Department Annual Report
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Vision, Mission & Values
Foreward
Departmental Strategic Plan
Legal Aid Services
Case of Public Interest or Concern
Customer Services
Publicity Programmes
Organisation, Administration and Staffing
Appendices
     
  Appendices  
 
Appendix 1 | Appendix 2 | Appendix 3 | Appendix 4 | Appendix 5
 
Appendix 2: Findings of the Survey on Customer Feedback
 
Overall Satisfaction Rate
  2012 2013
Application Services
Application and Processing / Headquarters 100% 100%
Kowloon Branch Office 98% 99%
Insolvency Unit 100% 97%
Crime Section 99% 100%
Litigation – Mid-Litigation Stage
In-house Litigation of Family / Matrimonial Cases 98% 96%
In-house Litigation of Personal Injuries Cases 100% 100%
Cases handled by Assigned Solicitors 94% 94%
Litigation – Conclusion Stage
In-house Litigation of Family / Matrimonial Cases 96% 95%
In-house Litigation of Personal Injuries Cases 100% 98%
Cases handled by Assigned Solicitors 88% 85%
   
(A) Application Service (Means Test and Merits Test)
 
Application
and
Processing /
Headquarters
Kowloon
Branch
Office
Insolvency
Unit
Crime
Section
  2012 2013 2012 2013 2012 2013 2012 2013
Response Rate 100% 100% 98% 96% 99% 100% 100% 100%
Overall Satisfaction 4.47 4.50 4.42 4.50 4.70 4.78 4.36 4.49
Convenience (e.g. LAD hotline or pamphlet is easily accessible, user-friendly, etc.) 4.38 4.40 4.04 4.12 4.47 4.66 4.04 4.17
Service Manner (Staff manner) 4.57 4.58 4.59 4.64 4.74 4.75 4.44 4.52
Service Efficiency (e.g. in means / merits testing, etc.) 4.39 4.44 4.36 4.44 4.67 4.71 4.34 4.44
Clear Information (Whether information given is clear) 4.40 4.42 4.20 4.28 4.67 4.78 4.18 4.30
Procedure (Date of interview fixed) 4.42 4.46 4.22 4.28 4.66 4.79 4.38 4.43
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
 
In-house Litigation of Family / Matrimonial Cases
In-house Litigation of
Personal Injuries Cases
Cases handled by Assigned Solicitors
  2012 2013 2012 2013 2012 2013
Response Rate 98% 100% 100% 100% 27% 27%
Overall Satisfaction 4.35 4.55 4.67 4.74 4.53 4.56
Convenience (Easy to
contact lawyer/staff )		 4.33 4.55 4.56 4.70 4.58 4.61
Service Manner (Staff
manner)		 4.57 4.69 4.83 4.80 4.62 4.63
Clear Information (Whether information given is clear) 4.26 4.46 4.67 4.56 4.43 4.47
Procedure (Client informed of progress / procedure of the case) 4.31 4.51 4.78 4.63 4.44 4.48
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
 
In-house Litigation of Family / Matrimonial Cases
In-house Litigation of
Personal Injuries Cases
Cases handled by Assigned Solicitors
  2012 2013 2012 2013 2012 2013
Response Rate 100% 100% 100% 98% 21% 18%
Overall Satisfaction 4.50 4.52 4.67 4.72 4.31 4.30
Convenience (Easy to
contact lawyer/staff )		 4.36 4.47 4.65 4.74 4.33 4.35
Service Manner (Staff
manner)		 4.58 4.64 4.80 4.86 4.41 4.40
Clear Information (Whether information given is clear) 4.37 4.44 4.67 4.67 4.22 4.19
Result (Outcome) 4.44 4.51 4.70 4.59 4.24 4.21
Procedure (Client informed of progress / procedure of the case) 4.38 4.52 4.68 4.74 4.19 4.20
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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