Office of Legal Aid - Survey on Recipient Satisfaction of Shenzhen Legal Aid Services
Company overview
The Shenzhen Legal Aid Center operates under the Shenzhen Judicial Bureau and is a public-interest legal service institution established in accordance with national laws. It provides free legal services to vulnerable groups who are economically disadvantaged and meet the criteria for legal aid. Primary service recipients include low-income individuals unable to afford private legal representation, defendants in criminal cases who are legally entitled to legal counsel, minors, and persons with disabilities. The center aims to ensure all citizens enjoy equal access to legal protection and promote social equity and judicial fairness
Research background
As the pace of social legalization continues to accelerate, public expectations and demands for legal aid services have been steadily increasing. To accurately assess recipients' satisfaction with legal aid services, identify pain points and shortcomings in service processes, and promptly respond to genuine recipient concerns, thereby further improving service quality and management efficiency, the Shenzhen Legal Aid Center has decided to conduct a recipient satisfaction survey and has entrusted CEIDEA Research to carry out the study.
Research scope
In September 2017, CEIDEA Research was commissioned by the Shenzhen Legal Aid Center to conduct a satisfaction survey among recipients of legal aid services. The study primarily employed a combination of questionnaire surveys and in-depth interviews, covering key aspects such as the application process for aid, lawyers' service attitude and professionalism, communication on case progress, response timeliness, and the convenience of service channels. Survey samples spanned various types of legal aid cases, including criminal, civil, labor, and family law matters, ensuring broad and representative coverage of the recipient population.
Expected outcomes
This study will systematically present the overall satisfaction of recipients with legal aid services, evaluations of key service components, and recommendations for improvement. Through in-depth analysis of recipient feedback, the report will provide empirical evidence for the Shenzhen Legal Aid Center to identify service weaknesses, optimize service processes, enhance the quality of legal representation by lawyers, and strengthen public communication. The research findings will help promote more humanized, professionalized, and systematic legal aid operations, increasing recipients' sense of gain and satisfaction with public legal service systems. Additionally, the results will provide data support and policy reference for higher-level judicial management departments in formulating relevant policies.
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