Scottish Courts and Tribunals Service staff have maintained very high levels of user satisfaction in the 2015 court user survey with 89% of respondents satisfied overall.
The survey, carried out by Systra, also shows a rise in the proportion of users who were “very satisfied” - up by 3% to 64%.
The figure of 89% out of 2,809 respondents who were satisfied overall with our services matches the record level registered in the last biennial survey in 2013.
The key predictors of overall satisfaction in 2015 were satisfaction with being kept informed by staff about how much longer court users were likely to have to wait, and the helpfulness of the information provided by court staff.
Overall, 97% found staff polite while 96% found them helpful.
Chief Executive Eric McQueen welcomed the results, saying, “These are fantastic results and ones we should be proud to celebrate.
“Delivering excellent service is another great example of the one team approach across SCTS, by making sure we have the tools and facilities and importantly through the passion and commitment of our front line staff in assisting court users in what can often be a stressful and unfamiliar environment.
“The professional support given to court users and the care in dealing with jurors, witnesses and victims and their families is truly outstanding.”
Other areas where overall satisfaction was high included:
- the helpfulness of information provided to jurors,
- the accuracy of information provided to court users by court staff,
- and the helpfulness of update information provided by court staff.
The report mentioned some of the things that led a minority of court users to say they had been dissatisfied with aspects of service delivery. These included information provision, length of waiting times, and the comfort, safety and security of court facilities.
If any suggestions made by court users are agreed they will be taken forward locally.
2015 court user satisfaction survey