CLIENT SATISFACTION SURVEY AND METHODOLOGY

The Bronx Defenders (BxD) practices a holistic client-centered model of public defense and considers client satisfaction to be a core value. Aiming to improve the quality of all indigent defense services, BxD engaged a Capstone team in developing a way to collect accurate and reliable data on client satisfaction of their criminal defense lawyers. The team delivered a survey instrument and methodology for BxD to administer annually that would result in an improved response rate. The team conducted research using prior BxD survey and focus group results; interviews with lawyers, advocates, and sister organizations; as well as academic research. The team piloted the survey at the Hall of Justice in the Bronx and delivered a concise report, which analyzed the results and included recommendations for implementation and improvement.