Appendix 2 Findings of the Survey on Customer Feedback

Overall Satisfaction Rate

二○○九
2009

二○一○
2010

申請服務
Application Services

總部申請及審查科
Application and Processing / Headquarters

九龍分署
Kowloon Branch Office

清盤破產訴訟小組
Insolvency Unit

刑事組
Crime Section

90%

96%

95%

98%

94%

96%

99%

95%

訴訟期間－訴訟進行階段
Litigation – Mid-Litigation Stage

由署內律師辦理的家事訴訟／婚姻訴訟
In-house Litigation of Family / Matrimonial Cases　

由署內律師辦理的人身傷害訴訟
In-house Litigation of Personal Injuries Cases

由外委律師辦理的訴訟
Cases handled by Assigned Solicitors

96%

95%

94%

97%

100%

95%

訴訟期間－訴訟結案階段
Litigation – Conclusion Stage

由署內律師辦理的家事訴訟／婚姻訴訟
In-house Litigation of Family / Matrimonial Cases

由署內律師辦理的人身傷害訴訟
In-house Litigation of Personal Injuries Cases

由外委律師辦理的訴訟
Cases handled by Assigned Solicitors

99%

92%

88%

98%

96%

85%

	總部申請及審查科 Application and Processing / Headquarters		九龍分署 Kowloon Branch Office		清盤破產訴訟小組 Insolvency Unit		刑事組 Crime Section
	二○○九 2009	二○一○ 2010	二○○九 2009	二○一○ 2010	二○○九 2009	二○一○ 2010	二○○九 2009	二○一○ 2010
回應率 Response Rate	100%	99%	99%	99%	95%	100%	100%	99%
整體滿意程度 Overall Satisfaction	4.14	4.31	4.33	4.33	4.24	4.61	4.42	4.29
方便(例如法援署熱線容易接通或小冊子易於索取，便於使用等) Convenience (e.g. LAD hotline or pamphlet is easily accessible, user-friendly, etc.)	3.91	4.10	3.92	3.97	3.90	4.21	3.93	3.83
服務態度 (職員態度) Service Manner (Staff manner)	4.26	4.43	4.44	4.48	4.33	4.59	4.45	4.47
服務效率(例如經濟／案情審查等) Service Efficiency (e.g. in means / merits testing, etc.)	4.02	4.30	4.19	4.27	4.10	4.43	4.35	4.28
清晰資料(給予的資料是否清晰) Clear Information (Whether information given is clear)	3.93	4.14	4.07	4.08	4.21	4.64	4.25	4.19
程序(安排會面日期) Procedure (Date of interview fixed)	3.99	4.20	4.12	4.12	4.04	4.52	4.42	4.33

Satisfaction level ranges from the min. 1 to max. 5 (Very satisfied = 5; Satisfied = 4; Average = 3; Dissatisfied = 2; Very Dissatisfied = 1)

	由署內律師辦理的家事訴訟／婚姻訴訟 In-house Litigation of Family / Matrimonial Cases		由署內律師辦理的人身傷害訴訟 In-house Litigation of Personal Injuries Cases		由外委律師辦理的訴訟 Cases handled by Assigned Solicitors
	二○○九 2009	二○一○ 2010	二○○九 2009	二○一○ 2010	二○○九 2009	二○一○ 2010
回應率 Response Rate	99%	100%	100%	100%	32%	32%
整體滿意程度 Overall Satisfaction	4.44	4.48	4.50	4.56	4.49	4.55
方便(容易聯絡職員) Convenience (Easy to contact staff)	4.49	4.52	4.50	4.75	4.55	4.58
服務態度(職員態度) Service Manner (Staff manner)	4.58	4.65	4.66	4.72	4.60	4.64
清晰資料(給予的資料是否清晰) Clear Information (Whether information given is clear)	4.39	4.36	4.41	4.56	4.40	4.43
程序(顧客獲悉案件進展／程序) Procedure (Client informed of progress / procedure of the case)	4.40	4.41	4.55	4.59	4.43	4.50

Satisfaction level ranges from the min. 1 to max. 5 (Very satisfied = 5; Satisfied = 4; Average = 3; Dissatisfied = 2; Very Dissatisfied = 1)

	由署內律師辦理的家事訴訟／婚姻訴訟 In-house Litigation of Family / Matrimonial Cases		由署內律師辦理的人身傷害訴訟 In-house Litigation of Personal Injuries Cases		由外委律師辦理的訴訟 Cases handled by Assigned Solicitors
	二○○九 2009	二○一○ 2010	二○○九 2009	二○一○ 2010	二○○九 2009	二○一○ 2010
回應率 Response Rate	100%	98%	100%	100%	25%	25%
整體滿意程度 Overall Satisfaction	4.46	4.45	4.50	4.52	4.29	4.30
方便(容易聯絡律師／職員) Convenience (Easy to contact lawyer / staff)	4.48	4.45	4.79	4.63	4.35	4.37
服務態度(職員態度) Service Manner (Staff manner)	4.63	4.51	4.78	4.67	4.42	4.41
清晰資料(給予的資料是否清晰) Clear Information (Whether information given is clear)	4.42	4.34	4.64	4.49	4.19	4.21
結果(訴訟結果) Result (Outcome)	4.52	4.43	4.58	4.48	4.24	4.28
程序(顧客獲悉案件進展／程序) Procedure (Client informed of progress / procedure of the case)	4.39	4.37	4.74	4.58	4.18	4.23

Satisfaction level ranges from the min. 1 to max. 5 (Very satisfied = 5; Satisfied = 4; Average = 3; Dissatisfied = 2; Very Dissatisfied = 1)