Satisfaction with aspects of the court experience
Satisfaction: Court User Survey Results 2015: http://www.familycourt.gov.au/wps/wcm/connect/fcoaweb/reports-and-publications/reports/2015/report-fluss-2015#_TOC_6
This section covers satisfaction with various aspects of the court user experience including court building and facilities, client service, court processes, technology and information services.
The user satisfaction levels across the specific areas of court experience varied quite significantly. The results indicate that the courts’ buildings and facilities and the staff who work at the courts are one of the courts’ strengths. On the other hand, start times and waiting times at the courts as well as the userfriendliness of court forms and the NEC were shown to be relative weaknesses.
In summary, the areas where interviewees were most satisfied, that is where at least nine out of 10 interviewees agreed or strongly agreed with the experience, were:
- Felt safe in the courtroom or court environment (94% agreed or strongly agreed)
- Treated by staff professionally and respectfully and answered queries promptly (91% agreed or strongly agreed).
- Court building was easy to find and navigate (90% agreed or strongly agreed).
Despite the courts’ overall high levels of satisfaction, several areas of improvement were identified. These were areas where equal to or less than 75 per cent of the interviewees agreed or strongly agreed and those included:
- Courts’ websites easy to use and information found quickly (75% agreed or strongly agreed).
- The judicial officer listened and led the hearing well (74% agreed or strongly agreed).
- Clear what was to happen during attendance (73% agreed or strongly agreed).
- Understood what is to happen next in the matter (72% agreed or strongly agreed)
- Way in which case was handled was fair (66% agreed or strongly agreed)
- Forms needed were clear and easy to understand (63% agreed or strongly agreed)
- Matter started on time (59% agreed or strongly agreed).
- Matter took the time you were expecting (55% agreed or strongly agreed).
- NEC was helpful and professional (71%) and quick and responsive (52% agreed or strongly agreed).
In 2011, only the specific areas in bold above rated less than 75 per cent.
The user satisfaction levels across the specific areas of court experience varied quite significantly. The results indicate that the courts’ buildings and facilities and the staff who work at the courts are one of the courts’ strengths. On the other hand, start times and waiting times at the courts as well as the user- friendliness of court forms and the NEC were shown to be relative weaknesses.
In summary, the areas where interviewees were most satisfied, that is where at least nine out of 10 interviewees agreed or strongly agreed with the experience, were:
- Felt safe in the courtroom or court environment (94% agreed or strongly agreed).
- Treated by staff professionally and respectfully and answered queries promptly (91% agreed or strongly agreed).
- Court building was easy to find and navigate (90% agreed or strongly agreed).
Despite the courts’ overall high levels of satisfaction, several areas of improvement were identified. These were areas where equal to or less than 75 per cent of the interviewees agreed or strongly agreed and those included:
- Courts’ websites easy to use and information found quickly (75% agreed or strongly agreed).
- The judicial officer listened and led the hearing well (74% agreed or strongly agreed).
- Clear what was to happen during attendance (73% agreed or strongly agreed).
- Understood what is to happen next in the matter (72% agreed or strongly agreed)
- Way in which case was handled was fair (66% agreed or strongly agreed)
- Forms needed were clear and easy to understand (63% agreed or strongly agreed)
- Matter started on time (59% agreed or strongly agreed).
- Matter took the time you were expecting (55% agreed or strongly agreed).
- NEC was helpful and professional (71%) and quick and responsive (52% agreed or strongly agreed).
In 2011, only the specific areas in bold above rated less than 75 per cent.