Client Feedback
Client Feedback Results: Listening to Our Community
Results
At Public Counsel, our commitment to client-centered service drives everything we do. Gathering direct client feedback is a crucial step in ensuring our services meet community needs and continually improve.
In partnership with Listen4Good, we completed our first client feedback loop in May of 2024, surveying clients receiving extensive services from projects including the Community Development Project (CDP), Immigrants’ Rights Project (IRP), Children’s Rights Project (CRP), and Homelessness Prevention Law Project (HPLP). Over 60 clients responded, helping us understand where we’re succeeding and where we can do even better.
Key Metrics
Net Promoter Score (NPS)
A Net Promoter Score is a measure of client loyalty and satisfaction. Our Net Promoter Score of 95 far exceeds the benchmark of 67 for similar public safety, law, and justice organizations.
Here’s a breakdown:
- 97% of clients rated us a 9 or 10 out of 10.
- Only 2%, well below the 12% benchmark, rated us 0-6.
Overall Client Satisfaction
- 98% of clients said staff “always” treated them with respect, scoring us 4.98 out of 5.
- 80% found it “very easy” or “extremely easy” to access our services.
- 88% felt their needs were met “very well” or “extremely well.”
What Clients Are Saying
Praise from Clients: We received valuable feedback about what we’re doing well and where we can grow. Here are a few quotes from clients on what they appreciate about Public Counsel:
“Helping families in need with serious problems and finding solutions to best help, advocating for them, and giving them hope.”
“Public Counsel is good at communicating with clients and ensuring all of their needs are being met.”
“They treat [me] with professionalism, listen to me, support me at all times, and ensure that communication is incredibly fluid.”
Impactful Stories: Some clients shared how Public Counsel’s support transformed their lives:
“When I explained how desperate my situation was, they helped me immediately… After so many years of suffering, it has been my Public Counsel lawyer and her team who have changed my life, literally.”
“Public Counsel has met me at every turn, helping me through the most stressful times in my life.”
“[Public Counsel] Advocates for my son and his education. I’ve been trying for years, and finally, I see a positive impact with Public Counsel’s support.”
Areas for Improvement and Our Response to Client Feedback
We are committed to continuous improvement, and client feedback is guiding meaningful changes in our services. Key areas where we are implementing enhancements include:
- Providing more frequent updates to ensure continuity in client support
- Public Counsel is exploring new technology and incorporating best practices in case management to ensure that our clients receive frequent updates about their case.
- Our direct services teams are exploring structured approaches for more regular client check-ins.
- Expanding services to more issue areas
- Benefits Advocacy: Expanding access to benefits
- Preventative Legal Advocacy: Preventing children from entering foster care through early legal intervention
- Affirmative Housing Litigation: Representing tenants with claims against landlords
- Community Land Trust Initiative: Supporting affordable housing preservation
- Legal Education, Advocacy, and Defense (LEAD) DEI Advisory Project: Advising nonprofits on Diversity, Equity, and Inclusion practices
What’s Next?
Our next steps include using this feedback to continue to shape and strengthen our services. We’re committed to incorporating client voices into our programs, improving our communication and support, and addressing areas for growth. We will continue to gather feedback twice a year, fostering a responsive, client-centered approach.
Thank you to all clients who took the time to share their experiences and insights! Your feedback is invaluable to Public Counsel’s mission and service delivery.
