Client satisfaction surveys

Client satisfaction surveys

Client Satisfaction Survey 2016

Read all about our Client Satisfaction Survey 2017.

Results of the Client Satisfaction Survey 2015

Our Client Satisfaction Survey 2015 provides an opportunity for clients to tell us what they think of our services. It provides us with valuable information on how we can improve.

Services included our Legal Help telephone information service, legal advice, duty lawyer and legal representation (case work) across all our program areas – civil, criminal and family law.

We employed an independent research agency to survey a random, representative sample of over 1000 clients who had received services from us during 2014–15. The survey was conducted both by telephone and email during May and June 2015.

Clients who participated in the survey reflect the fact that Victoria Legal Aid helps some of the most vulnerable and disadvantaged members of the community.

  • 26% of survey respondents reported having a disability
  • 66% were in receipt of a government benefit or pension
  • 20% had received more than one service from Victoria Legal Aid during 2014–15 (excluding Legal Help callers).

What did the survey find

76% of clients reported being either satisfied or extremely satisfied with Victoria Legal Aid services overall (up from 73% in 2013).

While most clients were satisfied across all program areas, satisfaction did vary depending on the program area, and on the type of service.

In relation to specific program areas, overall satisfaction levels were:

  • 81% for criminal law clients
  • 73% for civil law clients
  • 72% for family law clients.

In relation to the type of service received, overall satisfaction levels were:

  • 85% for casework clients (these are clients who had received a grant of aid)
  • 78% for callers to our Legal Help telephone information line
  • 75% for clients who had received a duty lawyer service
  • 72% for clients who had received a legal advice service.

Depending on the type of service received, between 75–94% of clients would recommend our service to others.

Clients were as satisfied with legal aid services irrespective of whether they had a private lawyer (84% satisfied), or a Victoria Legal Aid lawyer (86% satisfied).

Areas of good performance

Clients were very satisfied with:

  • the interpersonal skills of the lawyer and staff they dealt with, with high levels of agreement that the lawyer/Victoria Legal Aid staff member was ‘polite and respectful’ and ‘listened to them’.
  • our casework services, both for overall satisfaction, and satisfaction with outcome
  • the emotional impact of receiving legal help. Clients reported having reduced stress and worry after seeing us, and felt more informed and more reassured after having received a legal aid service.
  • our assessment and intake process.

Areas for improvement

Of the clients who suggested improvements, most thought we needed more staff, more resources and more time to spend with clients. They also thought we could communicate better by giving clearer instructions and explanations.

Clients of the duty lawyer service were satisfied overall, however, they tended to be less satisfied with waiting times, and were more likely to report feeling rushed by their lawyer.

Aboriginal and Torres Strait Islander clients had lower overall satisfaction, including lower satisfaction with aspects of their lawyers’ performance and with the assessment and intake process.

Clients who spoke a language other than English at home and clients with a disability, were satisfied with Victoria Legal Aid overall, but were more likely to find the assessment and intake process more difficult than other clients.

How we will act on the feedback

In response to client feedback, we will improve the way we communicate with clients by:

  • making sure our staff have the right skills and access to training to help them to communicate even more effectively with clients.
  • providing Aboriginal and Torres Strait Islander cultural awareness training for our lawyers and client facing staff.
  • reviewing our client letters, phone messages and published information describing our services, including information about eligibility to ensure the information is easy to understand.

We will improve access to our services by:

  • reviewing our means (income) test so that eligibility criteria is consistent, easy to understand and more people are eligible for legal assistance.
  • implementing the actions in our Reconciliation Action Plan to improve access for our Aboriginal and Torres Strait Islander clients and develop a Diversity Action plan to improve access for clients who speak a language other than English at home and clients with a disability. Continue to monitor the satisfaction with the intake and assessment process for these clients.
  • ensuring that our interpreter policy is applied consistently through all our services.
  • monitoring recent changes to our Family Law Guidelines to ensure they are increasing access to our services for family law clients.
  • working with the stakeholders to improve court processes for family violence duty lawyer clients.
  • evaluating our summary crime intake process and identify improvements to reduce waiting times at court and improve the client experience.

Download the Client Satisfaction Survey 2015 summary

Download the Client Satisfaction Survey 2015 summary report (pptx, 1.94 MB) or download the accessible Word version (159.56 KB).

Download our reports from previous years

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More information

To request a full report of the Client Satisfaction Survey 2015, including detailed findings and analysis, please contact

For more information about our research and analysis contact:

Research Services
Phone: (03) 9269 0665