FIRST YEAR

 

LEGAL SERVICES QUALITY ANALYSIS:

CUSTOMER PERSPECTIVE

 

Please tick the appropriate box.

 

Questions

Excellent

Good

Average

Poor

Bad

1.

How would you rate the quality of service received from the Legal Services Division, by reference to:

 

 

 

 

 

 

 

Reliability

 

 

 

 

 

 

Responsiveness

 

 

 

 

 

 

Friendliness & Courtesy

 

 

 

 

 

 

Competence

 

 

 

 

 

 

Dependability

 

 

 

 

 

 

Accuracy

 

 

 

 

 

 

Honesty & integrity of advice

 

 

 

 

 

 

Understanding and knowledge of your service

 

 

 

 

 

 

Oral Communication

 

 

 

 

 

 

Written Communication

 

 

 

 

 

 

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

 

 

 

 

 

 

Accommodation and office related facilities

 

 

 

 

 

 

2.

How would you rate , overall , our quality?

 

 

 

 

 

 

 

* Please note that the " Borough Solicitor's Recharge " in your Department's accounts does not relate exclusively to the cost of the Legal Services Division. It also includes other recharges from the Chief Executive's Department. The other recharges invariably equate to around 80% of the total Borough Solicitor recharge!

 

3. What do you find good about our services ?

 

 

 

4. Do you have any concerns that you wish to bring to our attention ?

 

 

 

 

5. Do you have any other comments that you feel we ought to consider ?

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

 

 

 

 

6. In order that appropriate feedback can be given, please indicate your:

 

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

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

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

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

 

 

7. Kindly also indicate if the answers to the above questions have been derived as a result of staff consultation in your Department / Division: YES / NO

 

I thank you for taking the time to complete this questionnaire.

 

 

M. F. N. AHMAD, M.B.A., Barrister

Head of Legal Services ( ext. 1111). 12th December 1993

 


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