Conclusion

Cycle V of the Client Feedback Survey (CFS) marks a period of meaningful evolution in both methodology and scope. The survey aligns with updated departmental service standards and incorporates innovations in administration, analytics, and reporting. The results affirm that service users continue to express high levels of satisfaction with the legal services provided by the Department.

Across all service types (legal advisory, litigation, legislative drafting, and regulatory drafting), mean satisfaction ratings exceeded the departmental target of 8.0. This trend also extended to newly introduced elements assessing training, GBA Plus and EDI integration, as well as Accessibility. These areas received strong ratings, indicating that the Department is delivering on its commitments to equitable and accessible service delivery.

Historical data from senior-ranking service users further reinforces these findings, with all evaluated elements for this client group surpassing the departmental satisfaction target. For legal advisory services, ratings were generally stable or slightly lower, with five elements showing statistically significant decreases since the previous survey cycle. Litigation services maintained similar ratings to the previous cycle; however, one element registered a statistically significant decline. Legislative drafting services demonstrated particularly strong performance, with eight elements showing statistically significant increases in satisfaction. Regulatory drafting services also performed strongly. Within the category of overall considerations, ratings remained high, with four of six elements showing statistically significant improvement.

Overall, Cycle V results reaffirm the Department’s commitment to delivering high-quality legal services. The results provide a robust evidence base to inform future strategic planning, performance measurement, as well as client engagement initiatives.