Scottish courts score again in user survey

Continuing high levels of satisfaction among users with levels of service at Scottish courts have been reported in the latest biennial survey for Scottish Courts & Tribunals Service.

The survey, carried out by Systra, found 89% of respondents satisfied overall with services, the same as in the previous survey in 2013, while the proportion of users who were “very satisfied” rose by 3% to 64%.

Key predictors of overall satisfaction in 2015 were being kept informed by staff about how much longer court users were likely to have to wait, and the helpfulness of the information provided. Overall, 97% found staff polite while 96% found them helpful.

The survey, covering 2,841 respondents (23% of whom were there in a professional capacity), was carried out between May and July 2015 across 50 Scottish courts, including all 42 sheriff courts. This was after the completion of the closure programme that saw the business of 10 sheriff courts transferred to other court locations.

Nearly half (49%) of respondents used a car as the main mode of transport to travel to court on the day of the survey, including 17% who travelled as a car passenger. A further 17% indicated that they had walked, while 23% came by bus. Just under three quarters (70%) travelled for up to 30 minutes to get to court.

Respondents were also asked if they were kept informed about what was happening during the time they were in the court building. Of those who provided an answer, 76% stated that they had been kept informed, while 24% said they had not. Where information had been provided, almost all (96%) found it either "very" or "fairly" helpful. Only 7% indicated they would have liked further information and the majority of these answers related to information about why they were kept waiting. 

Where suggestions were made for improvement, these included:

• better communication and information, with updates on what was going on, what to do, where to go, etc;
• shorter waiting times;
• better facilities including jurors’ room, waiting areas, etc;
• setting better timescales;
• separate entrances and waiting areas for witnesses and accused; and
• better seating provision.

If suggestions are agreed they will be taken forward locally.

SCTS chief executive Eric McQueen welcomed the results, saying: “These are fantastic results and ones we should be proud to celebrate.

“Delivering excellent service is another great example of the one team approach across SCTS, by making sure we have the tools and facilities and importantly through the passion and commitment of our front line staff in assisting court users in what can often be a stressful and unfamiliar environment.

“The professional support given to court users and the care in dealing with jurors, witnesses and victims and their families is truly outstanding.”

Click here to view the survey report.