Appendices  
 
Appendix 1 | Appendix 2 | Appendix 3 | Appendix 4 | Appendix 5
 
Appendix 2: Findings of the Survey on Customer Feedback
 
Overall Satisfaction Rate
  2016 2017
Application Services
Application and Processing / Headquarters 99% 99%
Kowloon Branch Office 98% 98%
Insolvency Unit 96% 97%
Crime Section 100% 100%
Litigation – Mid-Litigation Stage
In-house Litigation of Family / Matrimonial Cases 98% 98%
In-house Litigation of Personal Injuries Cases 92% 98%
Cases handled by Assigned Solicitors 96% 96%
Litigation – Conclusion Stage
In-house Litigation of Family / Matrimonial Cases 97% 97%
In-house Litigation of Personal Injuries Cases 98% 98%
Cases handled by Assigned Solicitors 86% 88%
   
(A) Application Service (Means Test and Merits Test)
 
Application
and
Processing /
Headquarters
Kowloon
Branch
Office
Insolvency
Unit
Crime
Section
  2016 2017 2016 2017 2016 2017 2016 2017
Response Rate 99% 99% 97% 93% 100% 100% 100% 100%
Overall Satisfaction 4.52 4.54 4.51 4.52 4.52 4.51 4.49 4.46
Convenience (e.g. LAD hotline or pamphlet is easily accessible, user-friendly, etc.) 4.39 4.40 4.15 4.20 4.30 4.16 4.42 4.29
Service Manner (Staff manner) 4.63 4.63 4.61 4.61 4.61 4.57 4.58 4.55
Service Efficiency (e.g. in means / merits testing, etc.) 4.46 4.49 4.44 4.44 4.50 4.31 4.63 4.58
Clear Information (Whether information given is clear) 4.44 4.45 4.27 4.30 4.47 4.50 4.37 4.36
Procedure (Date of interview fixed) 4.47 4.47 4.30 4.31 4.55 4.54 4.57 4.58
Satisfaction level ranges from the min. 1 to max. 5 (Very satisfied = 5; Satisfied = 4; Average = 3; Dissatisfied = 2; Very Dissatisfied = 1)
 
(B) Litigation - Mid-Litigation Stage
 
In-house Litigation of Family / Matrimonial Cases
In-house Litigation of
Personal Injuries Cases
Cases handled by Assigned Solicitors
  2016 2017 2016 2017 2016 2017
Response Rate 99% 100% 100% 100% 23% 28%
Overall Satisfaction 4.65 4.72 4.50 4.53 4.59 4.61
Convenience (Easy to
contact lawyer/staff )		 4.60 4.77 4.75 4.47 4.66 4.66
Service Manner (Staff
manner)		 4.74 4.79 4.71 4.66 4.69 4.70
Clear Information (Whether information given is clear) 4.54 4.67 4.46 4.43 4.51 4.53
Procedure (Client informed of progress / procedure of the case) 4.62 4.69 4.58 4.51 4.54 4.54
Satisfaction level ranges from the min. 1 to max. 5 (Very satisfied = 5; Satisfied = 4; Average = 3; Dissatisfied = 2; Very Dissatisfied = 1)
 
(C) Litigation - Conclusion Stage
 
In-house Litigation of Family / Matrimonial Cases
In-house Litigation of
Personal Injuries Cases
Cases handled by Assigned Solicitors
  2016 2017 2016 2017 2016 2017
Response Rate 100% 100% 86% 82% 22% 21%
Overall Satisfaction 4.51 4.51 4.71 4.76 4.26 4.46
Convenience (Easy to
contact lawyer/staff )		 4.50 4.50 4.73 4.73 4.34 4.43
Service Manner (Staff
manner)		 4.60 4.60 4.82 4.84 4.39 4.53
Clear Information (Whether information given is clear) 4.39 4.44 4.66 4.67 4.20 4.31
Result (Outcome) 4.53 4.49 4.67 4.63 4.22 4.32
Procedure (Client informed of progress / procedure of the case) 4.43 4.49 4.71 4.75 4.23 4.30
Satisfaction level ranges from the min. 1 to max. 5 (Very satisfied = 5; Satisfied = 4; Average = 3; Dissatisfied = 2; Very Dissatisfied = 1)
 
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