Department of Justice Canada Client Feedback Survey
Survey Results – Cycle III (2016-2019)
Annex H – 2019 Results by Importance of Service Standards
All Service Standards received high ratings of importance (8.5 and above) across all service types. The Service Standard element identified as most important by Legal Advisory and Litigation service users were: responded in a timely manner to requests for legal services and provided clear and practical guidance on resolving the legal issue(s) with ratings of 9.4 (Legal Advisory Services) and 9.3 (Litigation Services). For both Legislative Drafting and Regulatory Drafting service users, the Service Standard that was ranked most important was: proposed appropriate solutions for legal and drafting issues raised, with importance ratings of 9.3 and 9.2, respectively. Of note, the Legislative Drafting Services element: responded in a timely manner to requests for legal services, also received a rating of 9.3, and the Regulatory Drafting Services element: met mutually acceptable deadline(s), also received a rating of 9.2.
The largest disparity between satisfaction and importance ratings was observed for the Service Standard: responded in a timely manner to requests for legal services,across three of the four service types. The average disparity between importance and satisfaction ratings across all Service Standards was 1.0.
| Importance Rating |
Satisfaction Rating |
Disparity | |
|---|---|---|---|
| Legal Advisory Services | |||
| Regularly provided ongoing feedback informing you of the status of your request(s) for services | 9.0 (±0.0) | 7.8 (±0.1) Moderate |
1.2 |
| Responded in a timely manner to requests for legal services | 9.4 (±0.0) | 8.1 (±0.1) Positive |
1.3 |
| Negotiated mutually acceptable deadline(s) | 9.1 (±0.0) | 8.0 (±0.1) Positive |
1.1 |
| Met mutually acceptable deadline(s) | 9.3 (±0.0) | 8.3 (±0.1) Positive |
1.0 |
| Involved you in the development of legal strategy and positions | 9.0 (±0.0) | 8.3 (±0.1) Positive |
0.7 |
| Identified means to prevent or resolve legal disputes at the earliest opportunity | 9.0 (±0.0) | 8.2 (±0.1) Positive |
0.8 |
| Provided clear and practical guidance on resolving the legal issue(s) | 9.4 (±0.0) | 8.3 (±0.0) Positive |
1.1 |
| Identified opportunities to implement policies or programs by administrative rather than legislative or regulatory means | 8.6 (±0.1) | 8.0 (±0.1) Positive |
0.6 |
| Litigation Services | |||
| Regularly provided ongoing feedback informing you of the status of your request(s) for services | 9.1 (±0.0) | 8.0 (±0.1) Positive |
1.1 |
| Responded in a timely manner to requests for legal services | 9.3 (±0.0) | 8.3 (±0.1) Positive |
1.0 |
| Negotiated mutually acceptable deadline(s) | 9.1 (±0.1) | 8.2 (±0.1) Positive |
0.9 |
| Met mutually acceptable deadline(s) | 9.2 (±0.0) | 8.4 (±0.1) Strong |
0.8 |
| Involved you in the development of legal strategy and positions | 9.1 (±0.1) | 8.2 (±0.1) Positive |
0.9 |
| Identified means to prevent or resolve legal disputes at the earliest opportunity | 9.0 (±0.1) | 8.1 (±0.1) Positive |
0.9 |
| Provided clear and practical guidance on resolving the legal issue(s) | 9.3 (±0.0) | 8.3 (±0.1) Positive |
1.0 |
| Identified opportunities to implement policies or programs by administrative rather than legislative or regulatory means | 8.5 (±0.1) | 7.8 (±0.1) Moderate |
0.7 |
| Legislative Drafting Services | |||
| Regularly provided ongoing feedback informing you of the status of your request(s) for services | 9.1 (±0.1) | 8.3 (±0.2) Positive |
0.8 |
| Responded in a timely manner to requests for legal services | 9.3 (±0.1) | 8.4 (±0.2) Strong |
0.9 |
| Negotiated mutually acceptable deadline(s) | 9.1 (±0.1) | 8.2 (±0.2) Positive |
0.9 |
| Met mutually acceptable deadline(s) | 9.2 (±0.1) | 8.5 (±0.2) Strong |
0.7 |
| Proposed appropriate solutions for legal and drafting issues raised | 9.3 (±0.1) | 8.4 (±0.2) Strong |
0.9 |
| Developed legislative drafting options appropriate to your policy and program objectives | 9.2 (±0.1) | 8.4 (±0.2) Strong |
0.8 |
| Regulatory Drafting Services | |||
| Regularly provided ongoing feedback informing you of the status of your request(s) for services | 8.9 (±0.1) | 7.7 (±0.2) Moderate |
1.2 |
| Responded in a timely manner to requests for legal services | 9.1 (±0.1) | 7.8 (±0.2) Moderate |
1.3 |
| Negotiated mutually acceptable deadline(s) | 9.0 (±0.1) | 7.7 (±0.2) Moderate |
1.3 |
| Met mutually acceptable deadline(s) | 9.2 (±0.1) | 8.0 (±0.2) Positive |
1.2 |
| Proposed appropriate solutions for legal and drafting issues raised | 9.2 (±0.1) | 8.2 (±0.1) Positive |
1.0 |
| Developed regulatory drafting options appropriate to your policy and program objectives | 9.1 (±0.1) | 8.2 (±0.2) Positive |
0.9 |
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