Solicitor satisfaction surveys restarting

Micro-surveys measuring solicitor satisfaction with our applications and accounts service are to get underway again.

Feedback from the surveys helps us review and make changes to our business processes. They were paused due to the Coronavirus pandemic.

The email micro-surveys are done on a three-month cycle alternating between each aid type – Children’s,  Civil and Criminal. The first micro-survey following the pause will be Children’s. Only solicitors who had made an application in the previous three months receive the three-question survey.

The surveys’ first two questions are about accounts and applications, while the third provides solicitors with the ability to comment or provide details in a free text box.

We will update you on our progress. The response rates we saw previously were typical for this sort of survey at between 8 and 12%.

The micro-survey responses are fed into various strands of ongoing work according to their theme with a view to introducing system or process changes where appropriate and the regulations allow.

We would encourage you to take part so that we hear from as wide a range as possible of our users.

For more information please contact Anne Dickson, Director of Strategic Development, dicksonan@slab.org.uk