Client satisfaction surveys

Client satisfaction surveys

We regularly survey our clients to tell us what they think of our services and to provide us with valuable information on how we can improve.

2020–21 Client satisfaction survey

We piloted a new approach which involved inviting clients at point of service to participate in a survey. Clients who agreed then received an invitation within the next few hours to participate in the survey online or were contacted within a day or two if they opted for a phone survey.

However, we experienced a small survey completion rate which means that these results should be interpreted with caution as they are not statistically reliable and may not  represent the views of all clients.

The survey was conducted between 16 November 2020 and 5 February 2021 by an independent research agency, Kantar Australia.

We will use the pilot findings to inform and improve the design of future surveys.

Download the Client Satisfaction Survey 2020–21

Download the Client Satisfaction Survey 2020–21 summary report (pdf, 608.28 KB). To request an accessible Word version contact us on (03) 9269 0665 or research@vla.vic.gov.au

Client-first strategy 

Gaps and areas of improvement feed directly into our client first strategy. Our Client first strategy aims to improve clients’ experiences of seeking and receiving legal assistance.

Downloads from previous years

You can view or download the:

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