Court User Satisfaction Survey 2021 – 2023 results

Nov 07, 2023

Scottish Courts and Tribunals Service (SCTS) is committed to regularly conducting Court User Satisfaction Surveys. Despite the challenges brought about by the Covid-19 pandemic, we have successfully carried out surveys during 2021 to 2023 to measure customer satisfaction in the Supreme Courts, Sheriff and Justice of the Peace Courts and Scottish Land Court.

The surveys, which have been carried out in three phases, covered jury trials, civil and summary criminal business.

Results of the jury trial survey can be found here. The results of the civil business survey can be found here and summary criminal business, here.  

Across all three surveys a total of 2,102 court users provided feedback about the service they experienced from SCTS.  Only unempanelled jurors were not able to participate in these surveys as they could not be easily contacted.

The results showed:

  • Overall satisfaction levels for phase 3 where customers were fairly or very satisfied by the service provided by SCTS were 92%, an increase on phase 2 satisfaction levels at 52% and a slight decrease on satisfaction levels from phase 1 at 95%.

    The 92% satisfaction level is a return to the 2019 survey results. This results in an average satisfaction level of 80% across all three phases.

  • Survey respondents were asked about the helpfulness of court staff over all three phases, with an average of 82% being fairly or very satisfied. 

    Phases 1, 2 and 3 were 94%, 58% and 93% respectively.

  • Survey respondents were asked about the politeness of court staff over all three phases with an average of 86% being fairly or very satisfied. 

    Phases 1, 2 and 3 were 95%, 68% and 96% respectively.

SCTS, Executive Director – Courts, David Fraser said:

 “The SCTS Court User Satisfaction Survey is a valuable resource to gain customer feedback on the performance of the courts. Despite the numerous challenges faced by the organisation in recent years, SCTS remains committed to delivering a high quality customer service and using information from the survey and other feedback mechanisms to continually improve the service we offer to customers. The feedback gathered as part of the surveys will assist SCTS when considering future direction.”

If you have any questions about the surveys please contact 

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