Client Satisfaction Survey details

Posted: Tuesday, January 6, 2014

Legal Aid Ontario (LAO) recently completed its eighth Client Satisfaction Survey since 2005. Conducted over two weeks in September 2014, it included standardized questions for the first time. LAO will pose these same questions in every survey going forward in order to compare changes in clients’ satisfaction over time.

LAO sent approximately 11,500 paper copies of the survey to over 150 locations throughout the province, including courthouses, LAO offices and correctional facilities. Clients at these locations were given the survey and asked to evaluate their experience with LAO service over the previous 12 months. A total of 985 surveys were completed, resulting in a margin of error of ±2.4 percentage points at the 95% confidence level.

Location type

Number of locations surveyed

Criminal duty counsel 53
Family duty counsel 49
Correctional facility 30
Justice on target 21
District office 9
Family Law Service Centre 8
Refugee Law Office 2
Integrated Legal Services Centre 1

Client use of service

The first questions in the survey were about access to LAO services. The results:

  • More than half of the respondents (58%) indicated that they had received services from LAO more than once in the previous 12 months.

  • When asked what they would have done had they been unable to get LAO services, a very large proportion of respondents (45%) stated that they would have gone to court on their own. This is in line with the findings of previous client surveys. Over one quarter of respondents (27%) indicated that they did not know what they would have done had they been unable to get LAO services.

Client satisfaction

Respondents were asked to rate their satisfaction with aspects of LAO services provided by lawyers. The results:

  • Overall satisfaction with quality of service was high, with 83% of respondents selecting a positive rating (a rating of “4” or “5 – strongly agree” out of 5).

  • Each item was rated positively by at least 80% of respondents. Positive ratings ranged from 80% (“getting service was straightforward”) to 86% (“the lawyer treated me fairly”). This narrow range and high level of positive response support the conclusion that LAO clients think LAO services are delivered in a consistent, high-quality manner.

  • Of the aspects of services that respondents were asked to rate, the strongest driver of clients’ overall satisfaction was that their lawyer made sure they understood their legal situation and what they needed to do.

2014 LAO client satisfaction survey results

Question Results

Mean result


Negative Neutral Positive


The lawyer treated me fairly

9% 5% 86%


The lawyer was courteous

10% 6% 85%


The lawyer made sure I understood my legal situation and what I needed to do

11% 6% 84%


I was satisfied with the overall quality of service from the lawyer

10% 7% 83%


I was able to communicate clearly with the lawyer

10% 7% 83%


I trusted the lawyer

10% 7% 82%


I was satisfied with the amount of time it took to get service from the lawyer

12% 8% 80%


Getting service was straighforward

11% 9% 80%



Genevieve Oger
Bilingual senior communications media relations officer
Phone: (416) 979-2352, ext. 5208
Cell: (416) 768-4461
Email: and/or