LAO Lawyer Satisfaction Survey results for 2016

Business Intelligence & Statistics
January 2017

Published: February 2017

1. Background & methodology

The Lawyer Satisfaction Survey is an annual survey administered by LAO to seek opinions and feedback from private bar lawyers about the services provided by LAO.

LAO uses this information to measure overall lawyer satisfaction with different areas of service and identify areas for improvement.

2. Highlights

3. Overall satisfaction with LAO

Stacked bar chart showing 2014 as 29% negative, 25% neutral, and 46% positive. 2015 is 19% negative, 24% neutral, and 57% positive. 2016 is 19% negative, 26% neutral, and 56% positive.

Overall, I was satisfied with my relationship with LAO

Overall satisfaction remained unchanged compared to last year. About 56% of respondents expressed a positive opinion about LAO.

4. Pride in legal aid work

Pie chart split into Agree (71%), Neutral (18%), and Disagree (10%)

Overall, I felt proud to do Legal Aid work.

Although lawyers expressed various opinions about different aspects of their working relationship with LAO most of them (71%) felt proud to do legal aid work and help low income Ontarians to access justice.

5. Satisfaction with LAOs staff services

Stacked bar chart showing 2014 as 20% negative, 27% neutral, and 53% positive. 2015 is 14% negative, 23% neutral, and 63% positive.  2016 is 15% negative, 20% neutral, and 65% positive.

Overall, I was satisfied with the quality of (staff) service

The proportion of lawyers who expressed a positive view about LAOs staff is virtually the same compared to last year.

When asked about specific aspects of LAO staff services, higher proportions of lawyers gave a positive opinion about staff courtesy and staff knowledge (83% and 71% respectively).

6. Satisfaction with LAOs online services

Stacked bar chart showing 2014 as 17% negative, 23% neutral, and 60% positive. 2015 is 15%negative, 25% neutral, and 60% positive. 2016 is 15% negative, 27% neutral, and 58% positive.

Overall, I was satisfied with the quality of (online) service

The proportion of lawyers who expressed a positive view about LAOs online services is roughly the same compared to last two years.

About 64% of lawyers have a positive view on accessibility of online services, while 55% thought that LAOs online services are easy to navigate.

7. Satisfaction with LAOs billing process

Stacked bar chart showing 2014 as 43% negative, 28% neutral, and 30% positive. 2015 is 35% negative, 28% neutral and 38 positive. 2016 is 35% negative, 38% neutral, and 37% positive.

Overall, I was satisfied with billing and payment at LAO

Billing and payment processes, overall, remain an area of challenge for LAO. The percentage of lawyers who view this area positively is still the lowest compared to other areas.

However, about 43% of lawyers expressed a positive view on bill processing and speed of payments compared to only 34% who viewed the payment as fair.

8. Future legal aid work

Pie chart divided into The same (42%), More work (41%), and Less work (17%)

Compared to the amount of work you did in the past 12 months, how much work do you intend to do on behalf of LAO in the next 12 months?

More than 80% of lawyers would like to either do the same amount of legal work or more compared to the last 12 months.

Legal Aid Ontario (LAO), an independent but publicly funded and publicly accountable non-profit corporation. None of this material may be commercially reproduced, but copying for other purposes, with credit, is encouraged.

© 1998-2016 Legal Aid Ontario, all rights reserved