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As part of our project, Community Legal Centres Queensland undertook pilot testing of the toolkit surveys.  The survey questions were tested to ensure they suited a diverse range of CLCs and their stakeholder groups.

What did we learn?

• Survey Monkey provided the best data collection tool to enable collection, collation and analysis of data
• Seeking and obtaining feedback from clients is less likely to jeopardise their right to privacy and confidentiality 
• The best ways to ensure privacy and confidentiality for clients when contacting them for feedback​
• Telephoning clients for feedback was the best way to communicate with clients, and got the best response, for both rate and quality of response
• For other stakeholders, emailing the survey tool was the best way of communication and got the best response, for both rate and quality of response
• There is an optimal 'window' of time for clients to reflect on their experience of the CLC service in order to provide constructive feedback
• Setting up consistent internal processes in CLCs was important to ensuring a good response rate.

​How has the pilot shaped the final Toolkit?

• The Toolkit contains many of the tips and resources developed both for and as a result of the pilot
• Ideally, Community Legal Centres Queensland should coordinate the survey process, with a centralised Survey Monkey tool
• Consistency of survey tools is essential to understand the overall impact of the work of the sector, with some customisation required for analysis of individual CLC results.

Results of the pilot surveys

There were four surveys tested, with each survey focussed on a different stakeholder group (clients, community partners, justice system and volunteers). The surveys were tested in 3 different types of CLCs:

• A suburban advice-focussed CLC
• A state-wide specialist CLC
• A regional CLC.

​The pilot tested the survey questions, to make sure they elicited the right types of information to understand the impact of CLC work. As such, survey sample sizes were relatively small. These surveys have been incorporated into the final Toolkit.

Clients

Some comments were provided by clients.  These comments provided feedback about:

• The quality of interactions with staff and volunteers, which were largely positive
• The outcome of their legal problem
• The referral experience.

Find out more about the final Client survey

Community partners

The community partners surveyed ranged from not-for-profit community agencies to statutory bodies. ​Comments provided by community partners provided feedback about:

• The quality of interaction with CLC staff
• How to improve the quality of referral between partners
• How the CLC enables the community partner to better perform their role.

Find out more about the final Community partner survey

​Justice system

Justice system surveys were provided to respondents in tribunals. 
​Comments on this survey reflected the value of CLCs to the community and how CLCs helped them perform their role.
Find out more about the final Justice system survey

​Volunteers

The best response rate came from CLC volunteers. A number of comments were provided by volunteers about: 

• The value of CLC work to the community
• How the volunteering experience has exposed volunteers to bigger social issues and afforded an opportunity to develop skills.

​Find out more about the final Volunteer Survey