LAO Lawyer Satisfaction Survey results for 2017

Business Intelligence & Statistics
February 2018

Published: February 2018

1. Background & methodology

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.

2. Highlights

3. Overall satisfaction with LAO

In 2017, 53% of lawyers had an overall positive opinion about LAO. In 2017, 25% of lawyers had an overall neutral opinion about LAO. In 2017, 22% of lawyers had an overall negative opinion about LAO. In 2016, 56% of lawyers had an averall positive opinion about LAO. In 2016, 26% of lawyers had an overall neutral opinion about LAO. In 2016, 19% of lawyers had an overall negative opinion about LAO. In 2015, 57% of lawyers had an averall positive opinion about LAO. In 2015, 24% of lawyers had an overall neutral opinion about LAO. In 2015, 19% of lawyers had an overall negative opinion about LAO.

“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.

4. Pride in legal aid work

In 2017, 72% of lawyers agree that they felt proud to do legal aid work. In 2017, 18% of lawyers neither agree nor disagree that they felt proud to do legal aid work. In 2017, 72% of lawyers disagree that they felt proud to do legal aid work

“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.

5. Satisfaction with LAO’s staff services

In 2017, 68% of lawyers had an averall positive opinion about the quality of LAO staff service. In 2017, 19% of lawyers had an overall neutral opinion about the quality of LAO staff service. In 2017, 13% of lawyers had an overall negative opinion about the quality of LAO staff service. In 2016, 65% of lawyers had an averall positive opinion about the quality of LAO staff service. In 2016, 20% of lawyers had an overall neutral opinion about the quality of LAO staff service. In 2016, 15% of lawyers had an overall negative opinion about the quality of LAO staff service. In 2015, 63% of lawyers had an averall positive opinion about the quality of LAO staff service. In 2015, 23% of lawyers had an overall neutral opinion about the quality of LAO staff service. In 2015, 14% of lawyers had an overall negative opinion about the quality of LAO staff service.

“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).

6. Satisfaction with LAO’s online services

In 2017, 58% of lawyers had an overall positive opinion about the quality of LAO online service. In 2017, 26% of lawyers had an overall neutral opinion about the quality of LAO online service. In 2017, 16% of lawyers had an overall negative opinion about the quality of LAO online service. In 2016, 58% of lawyers had an overall positive opinion about the quality of LAO online service. In 2016, 27% of lawyers had an overall neutral opinion about the quality of LAO online service. In 2016, 15% of lawyers had an overall negative opinion about the quality of LAO online service. In 2015, 60% of lawyers had an averall positive opinion about the quality of LAO online service. In 2015, 25% of lawyers had an overall neutral opinion about the quality of LAO online service. In 2015, 15% of lawyers had an overall negative opinion about the quality of LAO online service.

“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.

7. Satisfaction with LAO’s billing process

In 2017, 33% of lawyers had an averall positive opinion about billing and payment at LAO. In 2017, 27% of lawyers had an overall neutral opinion about billing and payment at LAO. In 2017, 40% of lawyers had an overall negative opinion about billing and payment at LAO. In 2016, 37% of lawyers had an averall positive opinion about billing and payment at LAO. In 2016, 28% of lawyers had an overall neutral opinion about billing and payment at LAO. In 2016, 35% of lawyers had an overall negative opinion about billing and payment at LAO. In 2015, 38% of lawyers had an averall positive opinion about billing and payment at LAO. In 2015, 28% of lawyers had an overall neutral opinion about billing and payment at LAO. In 2015, 35% of lawyers had an overall negative opinion about billing and payment at LAO.

“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”.

8. Future legal aid work

42% of lawyers intend to do more work on behalf of LAO in the next 12 months. 36% of lawyers intend to do the same amount of work on behalf of LAO in the next 12 months. 22% of lawyers intend to do less work on behalf of LAO in the next 12 months.

“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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