Appendix 1 | Appendix 2 | Appendix 3 | Appendix 4 | Appendix 5

Appendix 2 Findings of the Survey on Customer Feedback

Overall Satisfaction Rate

	二Ｏ一Ｏ 2010	二Ｏ一一 2011
申請服務 Application Services
總部申請及審查科 Application and Processing / Headquarters	94%	100%
九龍分署 Kowloon Branch Office	96%	98%
清盤破產訴訟小組 Insolvency Unit	99%	99%
刑事組 Crime Section	95%	99%
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	97%	96%
由署內律師辦理的人身傷害訴訟 In-house Litigation of Personal Injuries Cases	100%	100%
由外委律師辦理的訴訟 Cases handled by Assigned Solicitors	95%	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	98%	98%
由署內律師辦理的人身傷害訴訟 In-house Litigation of Personal Injuries Cases	96%	100%
由外委律師辦理的訴訟 Cases handled by Assigned Solicitors	85%	87%

	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Ｏ一Ｏ 2010	二Ｏ一一 2011	二Ｏ一Ｏ 2010	二Ｏ一一 2011	二Ｏ一Ｏ 2010	二Ｏ一一 2011	二Ｏ一Ｏ 2010	二Ｏ一一 2011
回應率 Response Rate	99%	100%	99%	99%	100%	100%	99%	100%
整體滿意程度 Overall Satisfaction	4.31	4.45	4.33	4.40	4.61	4.68	4.29	4.28
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.)	4.10	4.37	3.97	4.08	4.21	4.56	3.83	3.94
服務態度(職員態度) Service Manner (Staff manner)	4.43	4.58	4.48	4.54	4.59	4.75	4.47	4.38
服務效率(例如經濟／案情審查等) Service Efficiency (e.g. in means / merits testing, etc.)	4.30	4.40	4.27	4.30	4.43	4.73	4.28	4.32
清晰資料(給予的資料是否清晰) Clear Information (Whether information given is clear)	4.14	4.38	4.08	4.16	4.64	4.70	4.19	4.19
程序(安排會面日期) Procedure (Date of interview fixed)	4.20	4.41	4.12	4.20	4.52	4.67	4.33	4.31

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Ｏ一Ｏ 2010	二Ｏ一一 2011	二Ｏ一Ｏ 2010	二Ｏ一一 2011	二Ｏ一Ｏ 2010	二Ｏ一一 2011
回應率 Response Rate	100%	99%	100%	100%	32%	30%
整體滿意程度 Overall Satisfaction	4.48	4.48	4.56	4.70	4.55	4.50
方便(容易聯絡律師／職員) Convenience (Easy to contact lawyer / staff)	4.52	4.49	4.75	4.67	4.58	4.50
服務態度(職員態度) Service Manner (Staff manner)	4.65	4.58	4.72	4.83	4.64	4.58
清晰資料(給予的資料是否清晰) Clear Information (Whether information given is clear)	4.36	4.37	4.56	4.56	4.43	4.42
程序(顧客獲悉案件進展／程序) Procedure (Client informed of progress / procedure of the case)	4.41	4.41	4.59	4.63	4.50	4.44

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Ｏ一Ｏ 2010	二Ｏ一一 2011	二Ｏ一Ｏ 2010	二Ｏ一一 2011	二Ｏ一Ｏ 2010	二Ｏ一一 2011
回應率 Response Rate	98%	100%	100%	98%	25%	23%
整體滿意程度 Overall Satisfaction	4.45	4.52	4.52	4.77	4.30	4.28
方便(容易聯絡律師／職員) Convenience (Easy to contact lawyer / staff)	4.45	4.45	4.63	4.73	4.37	4.31
服務態度(職員態度) Service Manner (Staff manner)	4.51	4.60	4.67	4.81	4.41	4.40
清晰資料(給予的資料是否清晰) Clear Information (Whether information given is clear)	4.34	4.41	4.49	4.67	4.21	4.16
結果(訴訟結果) Result (Outcome)	4.43	4.39	4.48	4.58	4.28	4.26
程序(顧客獲悉案件進展／程序) Procedure (Client informed of progress / procedure of the case)	4.37	4.41	4.58	4.68	4.23	4.18

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