Customer Satisfaction Report
A two stage Customer Satisfaction Survey was undertaken in the week of 21 – 25 October
2002 involving an initial independent customer satisfaction response and a second survey
administered one week later to confirm the customer’s original response and explore the
impact of LawAccess NSW on solution finding.
A total of 455 customers participated in stage one of the survey - 45% of total callers to
LawAccess NSW during Survey Week. A total of 163 customers participated in the second
stage of the survey – 36% of all respondents. In statistical terms, the survey can be relied
on with a high degree of accuracy.
Overall the following conclusions can be drawn –
§ there is a high level of satisfaction with customer and legal service delivery and
content reflected in 96% of respondents being willing to recommend LawAccess
NSW to another person in the initial survey and a week later,
§ automated telephone systems need further refinement to make them more
accessible and relevant, rather than ‘covering the field’,
§ web services need to be evaluated independently by web users,
§ communication strategy needs to specially target service intermediaries and build
confidence and consistency in referring customer’s to LawAccess NSW,
information services should be reviewed to ensure information delivery is timely
and information is specific to the customer’s inquiry.
In general, the survey results will allow LawAccess NSW to target specific gaps in service
delivery as a strategic priority over the coming year. The quality of the survey results
supports the continued use of this mechanism to ensure services remain targeted to
customer needs and expectations.
Arising from this, it is proposed to evaluate the acquisition of a relational surveying tool to
support future surveying activities that will allow for results to be generated in a timely
manner and responses to be cross correlated against factors such as area of law,