Published: February 2017
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.
2016 results show that the percentages of lawyers who view LAO positively (or negatively) in all areas surveyed remained fairly stable compared to last year.
Areas rated most positively:
Areas rated least positively:
“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.
“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.
“Overall, I was satisfied with the quality of (staff) service”
The proportion of lawyers who expressed a positive view about LAO’s 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).
“Overall, I was satisfied with the quality of (online) service”
The proportion of lawyers who expressed a positive view about LAO’s 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 LAO’s online services are easy to navigate.
“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”.
“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.
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