LEGAL SERVICES QUALITY ANALYSIS:

CUSTOMER PERSPECTIVE (Fifth Year)

 

Please tick the appropriate box.

 

 

Questions

Excellent

Good

Average

Poor

Bad

1.

Please rank the quality of legal services received, over 1997, by reference to the following criteria:

 

 

 

 

 

 

 

Reliability

 

 

 

 

 

 

Responsiveness

 

 

 

 

 

 

Friendliness & Courtesy

 

 

 

 

 

 

Competence

 

 

 

 

 

 

Dependability

 

 

 

 

 

 

Accuracy

 

 

 

 

 

 

Honesty & integrity of advice

 

 

 

 

 

 

Understanding and knowledge of

your service

 

 

 

 

 

 

Oral advice

 

 

 

 

 

 

Written advice

 

 

 

 

 

 

Advocacy in Court

 

 

 

 

 

 

Advice at Committee

 

 

 

 

 

 

Productivity & Efficiency

 

 

 

 

 

 

Cost effectiveness *

 

 

 

 

 

 

Pro-activity

 

 

 

 

 

 

Keeping you informed of progress

on matters

 

 

 

 

 

 

Producing the outcome that you desire

 

 

 

 

 

 

Access to staff

 

 

 

 

 

 

General appearance of staff

 

 

 

 

 

 

Overall image of the Division

 

 

 

 

 

 

Customer care and complaints handling

 

 

 

 

 

 

* PLEASE NOTE: With effect from April 1996, Legal Services have been operating under CCT Contract arrangements won in open competition and 80% of the Division’s budgets have been devolved to client departments. Charges for our services are itemised and the Division’s cost effectiveness should be more transparent to client officers who have access to Service Level Agreements information. As a rule of thumb, our charges are about one third of those charged by private practice.

 

2. Has your overall rating of our service provision changed from last year ?

 

Improved ¯ No Change ¯ Reduced ¯ Not Sure ¯

 

3. From the criteria identified in Question 1, please rank (in priority order) the ‘Top 5 performance criteria’ that you would like Legal Services to focus on in future years:

 

a)

b)

c)

d)

e)

 

4. How could we provide you with even better quality legal services ?

(Please continue on a separate sheet if you feel it appropriate).

 

 

5. Are there any other legal services that we ought to be providing to you ?

(Please continue on a separate sheet if you feel it appropriate).

 

 

6. By equal token, are there any legal services that we ought NOT to be providing to you ?

(Please continue on a separate sheet if you feel it appropriate).

 

 

7. Do you have any other comments that you feel we ought to be considering ?

(Please continue on a separate sheet if you feel it appropriate).

 

 

8. a) In order that appropriate feedback can be given, please indicate your:

 

Name: ..............................................................

Title: ..............................................................

Department: ..............................................................

Extension number: ..............................................................

 

b) Kindly indicate if the answers to the above questions have been derived as a result of

staff consultation in your Department / Division: YES / NO

 

c) Would you be willing to take an active part in a new ‘Legal Services Client Feedback Panel’? YES / NO

 

I thank you for completing this questionnaire.

 

M. F. N. AHMAD,

Head of Legal Services (ext. 1111). 30th March 1998

 


Link to Appendix 2 : >appendix2<


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