Published: February 2018
LAO’s annual Lawyer Satisfaction Survey asks for private bar lawyers’ opinions and feedback on services provided by LAO.
LAO uses this information to measure lawyer satisfaction with different areas of service and identify areas for improvement.
2017 results show that the percentage 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 dropped slightly compared to last year. About 53% of respondents expressed a positive opinion about LAO. Although this is not a large decrease, LAO is working on identifying business areas that need improvement.
“Overall, I felt proud to do Legal Aid work.”
While lawyers expressed various opinions about different aspects of their working relationship with LAO, most of them (72%) 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 slightly higher than 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” (81% and 70% 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 the last two years.
About 67% 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, is still challenging for LAO. The percentage of lawyers who view this positively is still the lowest compared to other areas.
About 41% of lawyers expressed a positive view on the billing process and speed of payments compared to only 31% 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?”
Close to 78% of lawyers would like to do the same amount of legal work, or more, compared to the last 12 months.
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