Department of Justice Canada Client Feedback Survey

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Annex C – Client Feedback: Legal Advisory Services

The Department acts as the government's legal adviser, providing legal counsel and support. It is responsible for providing legal advisory services and preparing legal documents for all federal government departments and agencies on a broad range of issues. The following table presents an overview of the Cycle II client feedback provided by the 4,504 service users who identified that they had received legal advisory services in the twelve months preceding the administration of the Survey. Presented for comparison purposes are the Cycle I results for legal advisory services.

Cycle I results for legal advisory services

Colour-Coding of Results

  Cycle II (2012) Cycle I (2009)
Overall quality of Legal Advisory Services provided. Table note

8.4 (0.0)

Strong

8.2 (0.0)

Positive


Accessibility/Responsiveness of Legal Services
  Cycle II (2012) Cycle I (2009)
Official languages: Please rate your overall level of satisfaction with the accessibility of legal services in the official language of your choice.

9.3 (0.0)

Strong

9.5 (0.0)

Strong

Courteousness/Respectfulness: Please rate your overall level of satisfaction with the courteousness/respectfulness of legal service providers.

9.1 (0.0)

Strong

9.2 (0.0)

Strong

Service Provider: Please rate your level of satisfaction with the ease with which the correct service provider to meet your needs was identified.

8.6 (±0.1)

Strong

n/a
Satisfaction with access mode: Electronic.

8.7 (±0.1)

Strong

n/a
Satisfaction with access mode: Telephone.

8.7 (±0.1)

Strong

n/a
Satisfaction with access mode: In person.

8.8 (±0.1)

Strong

n/a
Regularly provided informative progress reports or ongoing feedback informing you of the status of your request for services. Table note

7.2 (±0.1)

Opportunities for Improvement

7.5 (±0.1)

Moderate


Usefulness of Legal Services
  Cycle II (2012) Cycle I (2009)
Fully understood the nature of the problem/issue for which you received assistance. Table note

8.3 (±0.1)

Positive

8.5 (±0.1)

Strong

Advised you of issues/developments which may impact your department/agency. Table note

8.2 (±0.1)

Positive

8.4 (±0.1)

Strong

Worked with you to identify legal risks.

8.3 (±0.1)

Positive

8.3 (±0.1)

Positive

Involved you in the review/development of legal options to mitigate identified legal risks.

7.9 (±0.1)

Positive

n/a
Involved you in the development of legal strategy and positions.

7.7 (±0.1)

Moderate

7.8 (±0.1)

Moderate

Identified means to prevent or resolve legal disputes at the earliest opportunity. Table note

7.9 (±0.1)

Positive

8.1 (±0.1)

Positive

Identified opportunities to use dispute resolution practices, where appropriate. Table note

7.7 (±0.1)

Moderate

8.0 (±0.1)

Positive

Provided clear and practical guidance on resolving the legal issue.

8.1 (±0.1)

Positive

8.1 (±0.1)

Positive

Provided consistent legal advice.

8.3 (±0.1)

Positive

n/a

Timeliness of Legal Services
  Cycle II (2012) Cycle I (2009)
Responded in a timely manner to requests for legal services.

7.7 (±0.1)

Moderate

7.8 (±0.1)

Moderate

Negotiated mutually agreed-upon deadlines. Table note

7.7 (±0.1)

Moderate

7.9 (±0.1)

Positive

Met mutually agreed-upon deadlines.

7.9 (±0.1)

Positive

8.0 (±0.1)

Positive

Table note †

Denotes a statistically significant difference between Cycle II and Cycle I client feedback.

Return to table note referrer

In assessing the overall quality of the legal advisory services provided, overall client satisfaction has significantly improved since Cycle I, receiving a “strong” rating of 8.4 out of 10. Moreover and consistent with the findings from Cycle I, the Cycle II results indicate that the Department is generally in line with or surpassing the departmental target of 8.0 on the additional nineteen elements relating to legal advisory services.

There are four specific elements where the client feedback was “moderate” – falling slightly below the established target. Specifically, these include:

  • involved you in the development of legal strategy and positions;
  • identified opportunities to use dispute resolution practices, where appropriate;
  • responded in a timely manner to requests for legal services; and,
  • negotiated mutually agreed-upon deadlines.

Against the following Service Standard, client satisfaction has decreased from 7.5 in Cycle I to 7.2 in Cycle II, with feedback indicating that there may be “opportunity for improvement”:

  • regularly provided informative progress reports or ongoing feedback informing you of the status of your request for services.
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