Client Feedback
As part of the continuing process to improve client service, the CSO surveys a cross-section of clients every 12 months. This feedback is critical in assisting us to better understand issues important to our clients and ensuring we are meeting their expectations.
The service areas currently surveyed include:
- Understanding client priorities;
- Responsiveness: response time to establish initial contact and length of time to return phone calls;
- Access: availability and ease of contacting solicitors;
- Reliability: meeting deadlines and notice of pending dates;
- Competency;
- Communication: reports on progress and usefulness of matter summary reports;
- Accuracy; and
- Fees/charges.
Surveys will again be emailed to a selection of clients in March 2010, asking them to rate our performance in a range of areas. If you would like to provide general feedback, please email csomarketing@agd.nsw.gov.au with your comments.
Continuous improvement in client service levels is of the utmost importance to the CSO. Clients who have any issues or concerns in this regard, should feel free to contact the Practice Group Team Leader concerned, or the Practice Manager.
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