附录 1 | 附录
2 | 附录 3
| 附录 4 | 附录
5 | 附录 6
附录 2顾客意见调查结果
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| 二○○九 2009 |
二○一○ 2010 |
|
|
申请服务 Application Services 总部申请及审查科 九龙分署 清盘破产诉讼小组 刑事组 |
|
|
| 诉讼期间－诉讼进行阶段 Litigation Mid-Litigation Stage 由署内律师办理的家事诉讼／婚姻诉讼 由署内律师办理的人身伤害诉讼 由外委律师办理的诉讼 |
|
|
| 诉讼期间－诉讼结案阶段 Litigation Conclusion Stage 由署内律师办理的家事诉讼／婚姻诉讼 由署内律师办理的人身伤害诉讼 由外委律师办理的诉讼 |
99%
|
98%
|
| 总部申请及 审查科 Application and Processing / Headquarters |
九龙分署 Kowloon Branch Office |
清盘破产诉讼 小组 Insolvency Unit |
刑事组 Crime Section |
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| 二○○九 2009 |
二○一○ 2010 |
二○○九 2009 |
二○一○ 2010 |
二○○九 2009 |
二○一○ 2010 |
二○○九 2009 |
二○一○ 2010 |
|
| 回应率 Response Rate |
100% |
99% |
99% |
99% |
95% |
100% |
100% |
99% |
| 整体满意程度 Overall Satisfaction |
4.14 |
4.31 |
4.33 |
4.33 |
4.24 |
4.61 |
4.42 |
4.29 |
| 方便(例如法援署热线容易接通或小册子易於索取，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 |
| 服务态度 (职员态度) Service Manner (Staff manner) |
4.26 |
4.43 |
4.44 |
4.48 |
4.33 |
4.59 |
4.45 |
4.47 |
| 服务效率(例如经济／案情审查等) 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 |
| 清晰资料(给予的资料是否清晰) 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(安排会面日期) Procedure (Date of interview fixed) |
3.99 |
4.20 |
4.12 |
4.12 |
4.04 |
4.52 |
4.42 |
4.33 |
| 由署内律师办理的家事诉讼／婚姻诉讼 In-house Litigation of Family / Matrimonial Cases |
由署内律师办理的 人身伤害诉讼 In-house Litigation of Personal Injuries Cases |
由外委律师办理的 诉讼 Cases handled by Assigned Solicitors |
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| 二○○九 2009 |
二○一○ 2010 |
二○○九 2009 |
二○一○ 2010 |
二○○九 2009 |
二○一○ 2010 |
|
| 回应率 Response Rate |
99% |
100% | 100% | 100% | 32% | 32% |
| 整体满意程度 Overall Satisfaction |
4.44 |
4.48 |
4.50 |
4.56 |
4.49 |
4.55 |
| 方便(容易联络职员) Convenience (Easy to contact staff) |
4.49 |
4.52 |
4.50 |
4.75 |
4.55 |
4.58 |
| 服务态度(职员态度) Service Manner (Staff manner) |
4.58 |
4.65 |
4.66 |
4.72 |
4.60 |
4.64 |
| 清晰资料(给予的资料是否清晰) Clear Information (Whether information given is clear) |
4.39 |
4.36 |
4.41 |
4.56 |
4.40 |
4.43 |
| 程序(顾客获悉案件进展／程序) Procedure (Client informed of progress / procedure of the case) |
4.40 |
4.41 |
4.55 |
4.59 |
4.43 |
4.50 |
| 由署内律师办理的家事诉讼／婚姻诉讼 In-house Litigation of Family / Matrimonial Cases |
由署内律师办理的 人身伤害诉讼 In-house Litigation of Personal Injuries Cases |
由外委律师办理的诉讼 Cases handled by Assigned Solicitors |
||||
| 二○○九 2009 |
二○一○ 2010 |
二○○九 2009 |
二○一○ 2010 |
二○○九 2009 |
二○一○ 2010 |
|
| 回应率 Response Rate |
100% |
98% | 100% | 100% | 25% | 25% |
| 整体满意程度 Overall Satisfaction |
4.46 |
4.45 |
4.50 |
4.52 |
4.29 |
4.30 |
| 方便(容易联络律师／职员) Convenience (Easy to contact lawyer / staff) |
4.48 |
4.45 |
4.79 |
4.63 |
4.35 |
4.37 |
| 服务态度(职员态度) Service Manner (Staff manner) |
4.63 |
4.51 |
4.78 |
4.67 |
4.42 |
4.41 |
| 清晰资料(给予的资料是否清晰) Clear Information (Whether information given is clear) |
4.42 |
4.34 |
4.64 |
4.49 |
4.19 |
4.21 |
| 结果(诉讼结果) Result (Outcome) |
4.52 |
4.43 |
4.58 |
4.48 |
4.24 |
4.28 |
| 程序(顾客获悉案件进展／程序) Procedure (Client informed of progress / procedure of the case) |
4.39 |
4.37 |
4.74 |
4.58 |
4.18 |
4.23 |