Client experience surveys

In our latest survey, we received responses from 926 clients who received a service between 1 June and 30 November 2024. These clients were broadly representative across our service areas and programs.

Key findings

Overall, clients were positive about our services and interacting with our staff and felt that we helped build their capacity to deal with legal problems in the future.

Access – 78 per cent found it easy to contact us when they first needed help.
Experience – 83 per cent said their lawyer treated them with respect.
Resolution – 79 per cent of clients whose legal problem was resolved said the help they got had a positive impact on the outcome of their legal problem.
Legal capability – 76 per cent felt more confident to get legal help in future.
Wellbeing – 65 per cent were less stressed after talking with their lawyer.
Satisfaction – 68 per cent were satisfied with our service and 79 per cent would recommend us to others.

Client feedback

‘The lawyer I spoke with provided the information I required, in a warm and intelligent way. Any questions I had, were answered promptly and professionally.’

‘I really appreciate that the lawyers I have interacted with are highly sensitive in their approach to working with victims of trauma, which has made a significant difference in how supported and secure we feel.’

‘I went through some stuff and wasn’t judged, they took time to understand me, they were lovely for my mental health.’

‘I said to the lawyer after leaving court, you’ve made me feel like a stronger woman.’

Feedback on areas to improve were around providing clients more specific information, ensuring that staff consider personal circumstances more deeply, and continuing to improve the effectiveness of the initial contact process.

Almost half of survey respondents told us that they had personal or cultural needs that they needed us to consider, with 60 per cent of all identified needs either fully or partially met. The most common needs related to disability, experience of violence and caring responsibilities.

These continue to be areas we focus on to improve overall client experience and equity of access.