Results of Trial Courts Public Satisfaction Survey
Michigan is leading the nation in transforming its judiciary to increase
efficiency, embrace technology and measure performance to improve service to the
public. In particular, SCAO's performance measures initiative is helping the
judiciary open a window to court operations so that success can be duplicated
and concerns can be addressed.
Trial Courts Serve the Public; SCAO Serves the Trial Courts SCAO Customer Satisfaction Survey Results
With regard to customer satisfaction, SCAO is
also interested in learning the opinions of its own customers—the trial
courts—judges in attendance
at the Supreme Court Judicial Conference earlier this year. Subsequently, the National Center for State
Courts made the survey available online to judges and court staff. In total, the survey was completed either live
or online by 392 judges and 459 court staff.
Information collected from the survey is
being used to identify ways to improve how SCAO serves the trial courts. Comments provided by judges who attended the “roundtable”
sessions at the conference in Grand Rapids are also being used by SCAO to
identify and address concerns expressed by trial courts.
The survey included 18 questions in which
respondents were asked to provide their views on a five-point scale, with “1”
being strongly agree to “5” being strongly disagree. Respondents could also
indicate the question was not applicable and are not included in the total.
- Technology: 85 percent of respondents agreed or strongly
agreed that the installation of video conferencing equipment improves trial
courts’ ability to accommodate witnesses and parties.
Service: 82 percent agreed or strongly agreed that
SCAO staff provides timely information, 83 percent said staff provides accurate
information and 89 percent agreed that the staff treats them with courtesy and
respect. Also, 79 percent reported that they feel comfortable contacting SCAO
about administrative and ethical issues.
Measures: 48 percent of respondents said they agreed
or strongly agreed that “as a result of the performance measures initiative I
have a better understanding of my court’s data.” 24 percent of respondents disagreed or
strongly disagreed with the statement.
Jurisdiction Plans: 44 percent of respondents agreed or
strongly agreed that the plans have “improved the delivery of service to the
public” while 20 percent disagreed or strongly disagreed.