Reputation and raising professional standards

This information provides an indicator of how well we are working with the legal sector and with service providers. This information is gathered through a quarterly independent survey and annual internal survey.

Stakeholders agreeing that LeO provides value-adding insight	Actual 2019/20
a. How would you rate the guidance? (Guidance information published and shared throughout the year)	Relevant 80% Useful 81%
b. How would you rate the training? (Complaint-handling courses run by LeO)	Relevant 84% Useful 82%
c. % stakeholders agree we have effectively shared learning/insights with them over the last 12 months	87%
d. % stakeholders agree we have effectively shared learning/insights with service providers over the last 12 months	93%

 

This information provides an indicator of whether complainants would recommend our service to other. The information is gathered through a quarterly independent survey.

Customer satisfaction and advocacy	Target	Actual
% complainants satisfied with their outcome who would speak highly of LeO	80%
% complainants dissatisfied with their outcome who would speak highly of LeO	10%