Client Feedback

From Surveys 2025-2026

Open Door Legal conducted a survey of all our clients from the past year to get feedback on how we can work to better serve our community. We would like to share with you the results of our survey and our plans to improve for the year ahead.

“Ayudar a la comunidad latino, eran suficientes personas que
hablan espanol.”

Timely, clear, concise communication. The Front office and staff attorney were both extremely professional. I never felt like a ‘loser’ or treated as one.

Without ODL, I would be homeless.

%

of clients report that we made a large or extreme difference in their lives

  • Extreme 52.3% 52.3%
  • Large 24.5% 24.5%
  • Moderate 9% 9%
  • Other 5% 5%

I experienced more kindness and compassion [from ODL] than from a lawyer my mom had to take out loans to pay for. It’s life-changing. 

Making someone feel safe enough to be heard and tell their full story, which is something missing in our legal system overall.

 “In addition to legal expertise, I feel that Open Door Legal has done a
wonderful job in helping my peace of mind. Going through a legal
experience can be emotionally taxing.”

%

of clients report that staff kept them informed about their case

What Open Door Legal Does Well

Frontline Team

  • “The receiptionists always pick up the phone.”
  • “The receptionist is the best.”

Compassion

  • Clients noted that their ODL attorneys showed more compassion and dedication to their case than paid attorneys did.

Feeling safe and relieved

  • “…making someone feel safe enough to be heard and tell their full story, which is something missing in our legal system overall.”

“Fighting for the people. The lawyers were really on my side and
fought for me. I just had to sit back and trust in them to use their
training to do their job.”

%

of clients report they experienced no barriers to service with Open Door Legal

%

of clients report Open Door Legal gave choices about how we could work together

Key Takeaways and Solutions

Communicate Attorney Changes Quickly

Clearer communication in advance of attorneys taking leave, with immediate referrals to other ODL attorneys.

Check with our Referring Orgs

Screen referral contacts more frequently to ensure they are able to respond to referred clients. 

Court Support

When possible, provide more frequent in-person counsel during hearings.

Community and Language-Accessible Outreach

Engage in more direct outreach with community partners, particularly Hispanic communities to increase awareness.

Eligibility 

Provide more clarity on eligibility restrictions and how to access services through third parties.

Updates

When attorneys are not able to respond, provide a way to get case updates.

The above are anonymous quotes and aggregated data from our August 2025- June 2026 client feedback submissions. Over 355 submissions were collected. Program staff do not have access to individual responses.