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附录 2

顾客意见调查结果

整体满意程度

	二Ｏ一Ｏ 2010	二Ｏ一一 2011
申请服务 Application Services
总部申请及审查科 Application and Processing / Headquarters	94%	100%
九龙分署 Kowloon Branch Office	96%	98%
清盘破产诉讼小组 Insolvency Unit	99%	99%
刑事组 Crime Section	95%	99%
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 In-house Litigation of Family / Matrimonial Cases	97%	96%
由署内律师办理的人身伤害诉讼 In-house Litigation of Personal Injuries Cases	100%	100%
由外委律师办理的诉讼 Cases handled by Assigned Solicitors	95%	95%
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 In-house Litigation of Family / Matrimonial Cases	98%	98%
由署内律师办理的人身伤害诉讼 In-house Litigation of Personal Injuries Cases	96%	100%
由外委律师办理的诉讼 Cases handled by Assigned Solicitors	85%	87%

(A) 申请服务(经济审查及案情审查)

	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
	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
回应率 Response Rate	99%	100%	99%	99%	100%	100%	99%	100%
整体满意程度 Overall Satisfaction	4.31	4.45	4.33	4.40	4.61	4.68	4.29	4.28
方便(例如法援署热线容易接通或小册子易于索取，便于使用等) 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
服务态度(职员态度) Service Manner (Staff manner)	4.43	4.58	4.48	4.54	4.59	4.75	4.47	4.38
服务效率(例如经济／案情审查等) 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
清晰资料(给予的资料是否清晰) 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(安排会面日期) Procedure (Date of interview fixed)	4.20	4.41	4.12	4.20	4.52	4.67	4.33	4.31

满意程度由最低1至最高5
(非常满意= 5；满意= 4；一般= 3；不满意= 2；非常不满意= 1)

(B) 诉讼期间－诉讼进行阶段

	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
回应率 Response Rate	100%	99%	100%	100%	32%	30%
整体满意程度 Overall Satisfaction	4.48	4.48	4.56	4.70	4.55	4.50
方便(容易联络律师／职员) Convenience (Easy to contact lawyer / staff)	4.52	4.49	4.75	4.67	4.58	4.50
服务态度(职员态度) Service Manner (Staff manner)	4.65	4.58	4.72	4.83	4.64	4.58
清晰资料(给予的资料是否清晰) Clear Information (Whether information given is clear)	4.36	4.37	4.56	4.56	4.43	4.42
程序(顾客获悉案件进展／程序) Procedure (Client informed of progress / procedure of the case)	4.41	4.41	4.59	4.63	4.50	4.44

满意程度由最低1至最高5
(非常满意= 5；满意= 4；一般= 3；不满意= 2；非常不满意= 1)

(C) 诉讼期间－诉讼结案阶段

	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
回应率 Response Rate	98%	100%	100%	98%	25%	23%
整体满意程度 Overall Satisfaction	4.45	4.52	4.52	4.77	4.30	4.28
方便(容易联络律师／职员) Convenience (Easy to contact lawyer / staff)	4.45	4.45	4.63	4.73	4.37	4.31
服务态度(职员态度) Service Manner (Staff manner)	4.51	4.60	4.67	4.81	4.41	4.40
清晰资料(给予的资料是否清晰) Clear Information (Whether information given is clear)	4.34	4.41	4.49	4.67	4.21	4.16
结果(诉讼结果) Result (Outcome)	4.43	4.39	4.48	4.58	4.28	4.26
程序(顾客获悉案件进展／程序) Procedure (Client informed of progress / procedure of the case)	4.37	4.41	4.58	4.68	4.23	4.18

满意程度由最低1至最高5
(非常满意= 5；满意= 4；一般= 3；不满意= 2；非常不满意= 1)