Collection of client feedback and outcome information across the CLAO network

With the overall aim of developing its existing monitoring and performance management framework, the Scottish Legal Aid Board commissioned Ipsos and Dr Jackie Gulland of the University of Stirling to re-evaluate the measures that describe how satisfied clients of the Civil Legal Aid office network (CLAO) are with the outcome of their case as well as the methods used for gathering both client satisfaction and outcome information for each office. In addition, the research sought to produce recommendations around what and how to collect and monitor client feedback in the future.

The research was conducted in two parts. Firstly, a literature review was undertaken to provide a broad overview of the different approaches that might be taken to measure the outcomes, impact and satisfaction with legal advice services. Secondly, 20 face-to-face qualitative depth interviews were conducted with CLAO network clients and with senior members of SLAB staff. Read the report on the Scottish Legal Aid Board website (PDF) For more information, please contact Vickie Chamberlain on 0131 226 8677