City of Victoria Form Center

2. Many in-house legal departments are turning to client satisfaction surveys to drive action and change.
   Your opinions regarding the level and quality of legal service provided to you is valuable to help us achieve our goal as a service provider is to continually improve our service levels. Our goal is not only to validate those things the department is doing well, but also to unearth those areas in which the department can improve.
4. This survey is the beginning of an ongoing process.
   It is my goal to circulate a client satisfaction survey at the end of each calendar year, so that we can monitor our progress, and make any necessary course corrections. In this first survey, I’m looking for information to help establish a baseline. Future surveys will help me judge relative performance improvements and develop SMART goals to respond to the survey feedback.
6. Client Information
8. What is your position in the City (CMO, Director, Asst. Dir., Manager, other)*

   1. CMO
   2. Director
   3. Assistant Director
   4. Manager
   5. Other
10. How often do you have contact with the Legal Dept. (Every Week, Monthly, Less than once a month)*

    1. Less than once a month
    2. Weekly
    3. Monthly
12. Accessibility
14. How available are legal team members when you need them?*

    1. Very available
    2. Available
    3. Somewhat available
    4. Not available
16. How proactive is the legal department in anticipating legal issues that are relevant to your department and working with you to avoid problems?*

    1. Very proactive
    2. Proactive
    3. Somewhat proactive
    4. Not proactive
18. Are the lawyers meeting your expectations as active, accepted members of your business team?*

    1. Yes
    2. Somewhat
    3. No
20. Response Time
22. How important is response time to your issues?*

    1. Very important
    2. Important
    3. Somewhat important
    4. Not important
24. How fast is the legal department in providing what you need?*

    1. Very fast
    2. Fast
    3. Somewhat fast
    4. Not fast
26. Are the lawyers meeting your expectations regarding turnaround time?*

    1. Yes
    2. Somewhat
    3. No
28. Expertise
30. Does the legal team demonstrate the level of expertise that you want your counsel to have?*

    1. Yes
    2. Somewhat
    3. No
32. How helpful is the legal department in finding solutions to legal problems?*

    1. Very helpful
    2. Helpful
    3. Somewhat helpful
    4. Not helpful
34. How do you rate the quality of the legal team’s work product?*

    1. High quality
    2. Average quality
    3. Below average quality
36. How good has the legal department been in helping you minimize or mitigate legal or financial risks?*

    1. Very helpful
    2. Helpful
    3. Somewhat helpful
    4. Not helpful
38. Does the legal team communicate advice clearly, concisely, intelligibly, and usefully?*

    1. Yes
    2. Somewhat
    3. No
40. Training
42. Is the legal department offering legal training that helps your team succeed?*

    1. Yes
    2. Somewhat
    3. No
44. Is the training you have received from the legal team understandable, relevant, and helpful?*

    1. Yes
    2. Somewhat
    3. No
46. Technology
48. Does the legal department use of technology meet your expectations?*

    1. Yes
    2. Somewhat
    3. No
50. Overall
52. What is your overall satisfaction with the City’s Legal Department?*

    1. Very satisfied
    2. Satisfied
    3. Somewhat satisfied
    4. Not satisfied
54. The level of legal services my colleagues and I will need in the coming years will: *

    1. Grow a great deal
    2. Grow to some degree
    3. Stay about the same as it is now
    4. Reduce to some degree
56. Open-ended Questions
58. If you or your team members have any needs which you feel have not been met by the legal department, please describe them here.
60. Please identify any areas where you feel the legal department’s performance has improved or deteriorated in the last year.
62. All submitted surveys will be anonymous and not linked to any personal information. No personal information, email address, name, or phone number is required to complete this survey.
Leave This Blank:


64. 1. Receive an email copy of this form.
65. Email address

    This field is not part of the form submission.

66. Submit

* indicates a required field