Community Legal Impact
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Impact report: Clients

You are here: Reporting > Impact reports > Clients

Steps to develop a client impact report

Step 1: Using CLASS data, set out the key statistics on client numbers and demographics. 

Step 2: Using the client survey data, create a chart to present the spread of responses from demographic groups to the client survey. 

Step 3: If there is a disparity between the CLASS data of client numbers and demographics and the client survey results, this is an opportunity to provide any necessary explanation or background that might have influenced the survey results. For example, there may be proportionally more male respondents in your survey responses than in your overall client demographic numbers. 

​Step 4: Using the client survey results, summarise the survey responses and their links to the immediate outcomes, as shown in the table below: 
Domain
Questions
Agree %
Strongly agree %
Relevant Outcomes (from Outcomes Measurement Framework)
Service Delivery
Ease of access

Friendly and respectful staff

Useful information and resources
​

Met cultural and personal needs
[insert value]
[insert value]
  • Client has their matter properly heard and adjudicated
  • Client has confidence in their legal representation
  • Client knows what they can do to get help/knows what to do next time
Impact for Clients
Satisfied with resolution of matter

Confident in ability of staff

Understanding of my legal problem and options
[insert value]
[insert value]
  • Clients has more knowledge of their rights and responsibilities
  • Client has specific issues satisfactorily resolved
Optional steps: 

Step 5: There may be relevant comments or quotes from the client survey that can illustrate the intermediate outcomes achieved by your CLC's work that can be reproduced. 

Step 6: There may be other information that you have collected that is appropriate to include that further demonstrates the outcomes achieved. This could include any reviews of specific service delivery programs or projects, data about referrals to and from community or government agencies, or any other forms of client feedback. 
Step 7: Include two relevant client case studies. 

​Step 8: Make some conclusions about how the data is demonstrating the impact of your CLC's work on clients and highlight where future work may need to be done. ​
Client impact report Example

© Community Legal Centres Queensland 2018

Contact us: PO Box 119, STONES CORNER QLD 4120 | Tel 07 3392 0092
Last updated: 6 March 2018

  • Home
  • Benefits
    • About this project
    • Theory of change
    • Pilot Project
    • Training
  • Gathering data
    • Clients >
      • CLASS & Clients
      • Client survey >
        • Telling clients
        • Distributing the client survey
      • Client case studies >
        • Client case study examples
        • Ethical case studies
    • Community partners >
      • CLASS & Community partners
      • Community partner survey
      • Community partner case studies >
        • Community partner case study examples
    • Justice system >
      • CLASS & Justice system
      • Justice system survey
      • Justice system case studies >
        • Justice system case study examples
    • Volunteers >
      • CLASS & Volunteer information
      • Volunteer survey
      • Volunteer case studies >
        • Case study examples
  • Reporting
    • Impact reports >
      • Clients >
        • Client example
      • Community partners >
        • Community partner example
      • Justice system >
        • Justice system example
      • Volunteers >
        • Volunteer examples
      • Example impact report
    • Service review >
      • Clients
      • Community partners
      • Justice system
      • Volunteers