Department of Justice Canada Legal Services Client Feedback Survey: Survey Results – Cycle IV (2020-2022)

PDF Version

Prepared by the Corporate Planning, Reporting and Risk Division,
Management Sector

December 2022

Definitions and Symbols

For ease of reference, please refer to the following to aid in the navigation of this report:

Definitions:

Legal Service Type: There are four legal service types offered by the Department of Justice Canada:

  1. Legal Advisory Services;
  2. Litigation Services;
  3. Legislative Drafting Services; and
  4. Regulatory Drafting Services.

Element: The term “element” refers to the individual questions of the Client Feedback Survey (CFS) questionnaire.

Service Dimension: A service dimension is a client satisfaction criterion and is a collection of elements that share a similar focus. There are four service dimensions:

  1. Accessibility/responsiveness of legal services;
  2. Legal risk management;
  3. Timeliness of legal services; and
  4. Usefulness of legal services.

Satisfaction Rating/Rating: The average (mean) rating calculated for a given element.

Composite Rating: A composite rating indicates the average (mean) rating for a particular element, or group of elements, categorized by service type and/or service dimension.

Symbols:

* High margins of error can result from an insufficient number of responses and/or high variability between users’ responses. For this report, ratings with margins of error exceeding 0.4 are considered to be less reliable and to have limited potential for analysis. An asterisk indicates margins of error that fit this description. For more information on margins of error and the methodology, please refer to Annex A of this report.

† Denotes a statistically significant difference in ratings between categories. A statistically significant difference indicates that the difference observed between two ratings is unlikely to have occurred by chance alone.

n/a Indicates that the element was not included as part of the survey at the time.

Interpreting Results:

The Department has identified a performance target of 8.0 on a 10-point scale for each of the satisfaction elements for which client feedback was sought. Throughout the report, a colour-coding scheme for the presentation of results has been adopted (see colour-coding scheme on the right).