Client Satifaction Survey - Dec 2010

At FOI Solutions we strive to continually improve our services to achieve our aims set out above.  To assist in this process in December 2010 we conducted a client satisfaction survey.  When asked to rate FOI Solutions against various criteria such as quality of service, reliability, accuracy and cost effectiveness, the number of respondees who answered “excellent” or “very good” were extremely high.  The following table sets out the percentage of respondees who answered “excellent” or “very good”.

When asked what we do well in providing services some of the responses included:

“We always feel that your service is always accessible at short notice which is great when we need quick answers and the advice is always clear.”

“Providing quality legal advice and locating this advice within a broader strategy to help us minimize risk.

“FOI Solutions provides a very tailored and cost effective service.  This is very valuable to [our agency] in meeting its FOI obligations.”

“Expertise is second to none.  I don’t understand why we used the bigger firms for FOI enquiries in the past.  Also I really appreciate the fact that the answer is definitive, not the usual ‘it could be this or it could be that’.”

“[FOI Solutions is] brilliant; your whole team is brilliant.  I don't think I can add anything more. Fair, good, excellent just does not cut it.  You are all so professional and helpful and it has been a blessing to have you assist us.”

 

Client survey participants were asked to respond on how the services of FOI Solutions compared to other firms in the legal areas in which we provide services.  The overwhelmingly positive responses included:

“FOI Solutions is much more cost effective.”

“Prices are exceptionally competitive. Service is always reliable and accurate.”

“I believe that you are clearly the pre-eminent provider of FOI/Privacy legal advice. Your strength is that you [are] specialists in an area and you do it really well. “

“FOI Solutions' approach takes account of policy considerations attaching to documents and an awareness of the importance of risk management to the agency, rather than relying solely on black-letter law.”

Many clients were aware that FOI Solutions provided services in other legal areas apart from freedom of information.  The areas identified included privacy, whistleblowers, human rights charter, and other administrative law areas.  A number of clients requested more information on the services offered by FOI Solutions. 

When asked how FOI Solutions was perceived in the marketplace there was no negative comment.  Responses were very positive and included:

“Your service is incredibly valuable to us and experience with other service providers has shown that FOI Solutions is definitely the best specialist to speak to on FOI or Privacy needs.”

“Everyone seems to know FOI Solutions and most of them said that they couldn't compete with your expertise.”

“We now regard FOI Solutions as the principal place for sourcing information on FOI matters.  The past work undertaken by FOI Solutions on behalf of the Shire was seen as first class by both officers and Councillors.”

 

We would like to take this opportunity to thank all survey participants.  We value your input and welcome all client feedback about our services.  It genuinely helps us to continuously improve and to achieve our aim providing legal and related services that are the most:

• cost effective
• legally accurate
• timely and responsive
• reliable
• practical and relevant.

Mick Batskos

Executive Director