2014 Legal Aid Department Annual Report
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Main Page
Vision, Mission & Values
Foreward
Departmantal Strategic Plan
Legal Aid Service
Case of Public Interest or Concern
Customer Service
Publicity Programmes
Organistion, Administration and Staffing
Appendicies
     
  Appendices  
 
Appendix 1 | Appendix 2 | Appendix 3 | Appendix 4 | Appendix 5
 
Appendix 2: Findings of the Survey on Customer Feedback
 
Overall Satisfaction Rate
  2013 2014
Application Services
Application and Processing / Headquarters 100% 100%
Kowloon Branch Office 99% 99%
Insolvency Unit 97% 97%
Crime Section 100% 100%
Litigation – Mid-Litigation Stage
In-house Litigation of Family / Matrimonial Cases 96% 98%
In-house Litigation of Personal Injuries Cases 100% 100%
Cases handled by Assigned Solicitors 94% 95%
Litigation – Conclusion Stage
In-house Litigation of Family / Matrimonial Cases 95% 97%
In-house Litigation of Personal Injuries Cases 98% 97%
Cases handled by Assigned Solicitors 85% 92%
   
(A) Application Service (Means Test and Merits Test)
 
Application
and
Processing /
Headquarters
Kowloon
Branch
Office
Insolvency
Unit
Crime
Section
  2013 2014 2013 2014 2013 2014 2013 2014
Response Rate 100% 99% 96% 97% 100% 100% 100% 100%
Overall Satisfaction 4.50 4.52 4.50 4.51 4.78 4.77 4.49 4.52
Convenience (e.g. LAD hotline or pamphlet is easily accessible, user-friendly, etc.) 4.40 4.46 4.12 4.14 4.66 4.70 4.17 4.18
Service Manner (Staff manner) 4.58 4.59 4.64 4.64 4.75 4.83 4.52 4.55
Service Efficiency (e.g. in means / merits testing, etc.) 4.44 4.46 4.44 4.42 4.71 4.79 4.44 4.50
Clear Information (Whether information given is clear) 4.42 4.47 4.28 4.27 4.78 4.81 4.30 4.18
Procedure (Date of interview fixed) 4.46 4.48 4.28 4.29 4.79 4.83 4.43 4.46
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
  2013 2014 2013 2014 2013 2014
Response Rate 100% 100% 100% 100% 27% 26%
Overall Satisfaction 4.55 4.61 4.74 4.63 4.56 4.57
Convenience (Easy to
contact lawyer/staff )
4.55 4.64 4.70 4.67 4.61 4.62
Service Manner (Staff
manner)
4.69 4.68 4.80 4.79 4.63 4.64
Clear Information (Whether information given is clear) 4.46 4.50 4.56 4.48 4.47 4.47
Procedure (Client informed of progress / procedure of the case) 4.51 4.56 4.63 4.50 4.48 4.51
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
  2013 2014 2013 2014 2013 2014
Response Rate 100% 100% 98% 63% 18% 20%
Overall Satisfaction 4.52 4.63 4.72 4.73 4.30 4.34
Convenience (Easy to
contact lawyer/staff )
4.47 4.55 4.74 4.80 4.35 4.39
Service Manner (Staff
manner)
4.64 4.68 4.86 4.77 4.40 4.45
Clear Information (Whether information given is clear) 4.44 4.50 4.67 4.65 4.19 4.24
Result (Outcome) 4.51 4.55 4.59 4.55 4.21 4.27
Procedure (Client informed of progress / procedure of the case) 4.52 4.53 4.74 4.71 4.20 4.23
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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