Creation and surveying of customer satisfaction

Since 1967, Legal Services New York City (LSNYC) has fought poverty and injustice by providing expert legal advice to low-income residents of NYC. Currently, LSNYC has more than 50 offices spread across all five boroughs and serves over 60,000 New Yorkers annually. LSNYC requested a Capstone team to develop and implement a tool to measure client satisfaction with both the organization’s intake process and its overall services. The team created two survey forms, drawing on existing research related to patient satisfaction in healthcare and surveys used by other legal services organizations. The team then carried out a pilot implementation of both forms. The final report includes findings from this data collection, a process for ongoing data collection and analysis, and recommendations to improve the customer experience going forward.