First stepsYou should advise your clients that they'll be asked to complete a survey.
The Australian Solicitor's Conduct Rules allow you to share confidential client information if the 'client expressly or impliedly authorises disclosure' (Rule 9.2.1). You might do this in one or more of the following ways:
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Download a poster for your waiting room
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At your CLC...
You can provide a copy of the survey to clients on the way out of their appointment/meeting. You might want the client to enter it directly into the online survey (by providing them with a tablet or directing them to a computer in your waiting area), or asking them to complete a paper form (which you’ll need to enter into the online survey tool at a later time).
By phone...
You can call clients and ask them to complete the survey. The caller (a staff member or volunteer at your CLC) can then input the client's responses straight into the Survey Monkey tool.
Email to clients...
You can email former clients and ask them to complete the survey. Based on our pilot project, we would expect a very low response rate via email, so this would not be as useful as having clients complete the survey at your centre, or completing a telephone survey. However you might think this option is better based on your knowledge and experience working with your clients and your community.
A sample email to clients is available below. The email provides the link to the survey so clients can complete it online through Survey Monkey.
Sample Email
You recently got help from [name of CLC] and now we need your help to find out more about our service and the value it has to you, your family and the community.
You can provide us with important feedback about our services by filling out this short survey by clicking on this link.
The survey should only take 10 minutes.
Your opinion is important and we will use the survey information to help make our service better.
You do not have to do the survey and your opinion will not change the service you get at [name of CLC] in the future. All your information will remain private and confidential.
Thank you and we appreciate your time to provide us with valuable feedback.
A sample email to clients is available below. The email provides the link to the survey so clients can complete it online through Survey Monkey.
Sample Email
You recently got help from [name of CLC] and now we need your help to find out more about our service and the value it has to you, your family and the community.
You can provide us with important feedback about our services by filling out this short survey by clicking on this link.
The survey should only take 10 minutes.
Your opinion is important and we will use the survey information to help make our service better.
You do not have to do the survey and your opinion will not change the service you get at [name of CLC] in the future. All your information will remain private and confidential.
Thank you and we appreciate your time to provide us with valuable feedback.
Letter to clients...
You can write to former clients and ask them to complete the survey. Based on our pilot project, we would expect a very low response rate via mail, so this would generally not be as useful as having clients complete the survey at your CLC or completing a phone survey. However, you might think this option is better, based on your knowledge and experience working with your clients and community.
A sample letter to clients is available below. The letter provides the link to the survey so clients can complete it online through Survey Monkey, and suggests you enclose a hard copy of the survey that clients can return as an alternative.
Note that there is a risk that your data will be skewed if clients complete both the online and hard copy survey.
Sample Letter
You recently got help from [name of CLC] and now we need your help to find out more about our service and the value it has to you, your family and the community.
You can provide us with important feedback about our services by completing out the short survey that is enclosed. It can be returned to us in the self-addressed envelope and needs no stamp. Alternatively the survey can be completed online at [insert Survey Monkey link].
The survey should only take 10 minutes.
Your opinion is important and we will use the survey information to help make our service better.
You do not have to do the survey and your opinion will not change the service you get at [name of CLC] in the future. All your information will remain private and confidential.
Thank you and we appreciate your time to provide us with valuable feedback.
A sample letter to clients is available below. The letter provides the link to the survey so clients can complete it online through Survey Monkey, and suggests you enclose a hard copy of the survey that clients can return as an alternative.
Note that there is a risk that your data will be skewed if clients complete both the online and hard copy survey.
Sample Letter
You recently got help from [name of CLC] and now we need your help to find out more about our service and the value it has to you, your family and the community.
You can provide us with important feedback about our services by completing out the short survey that is enclosed. It can be returned to us in the self-addressed envelope and needs no stamp. Alternatively the survey can be completed online at [insert Survey Monkey link].
The survey should only take 10 minutes.
Your opinion is important and we will use the survey information to help make our service better.
You do not have to do the survey and your opinion will not change the service you get at [name of CLC] in the future. All your information will remain private and confidential.
Thank you and we appreciate your time to provide us with valuable feedback.